Check Points

1

Start

Entry to the group

Continue

2

Routing Application

Routing Application

Continue

3

Queue

Before prompt 2 and the queue

Continue

4

After Agent Call

After a successful call with an agent. Example: When the
agent hangs up, the caller can be transferred to an automatic
announcement or a further service.

Hangup

6

Overflow Queue Full

The call cannot enter the queue, because it is full or not
configured (size = 0) and no agents are available for an
immediate connection with the caller. The size of the queue
is determined by the ACD group parameters Maximum Queue
Size (# absolute) and Maximum Queue Size (% relative).

Hangup

7

Overflow Queue
Timeout

The call is leaving the queue after the configured Maximum
Waiting Time has expired. This timer starts when the call enters
the ACD group.

Hangup

8

Overflow Queue no
Agents Logged In for
Telephony

The call is leaving the queue, because no agents are logged
into the group for telephony. Cf. Definition in Agent Status.

Continue

9

Overflow Queue All
Agents
Tried

The call is leaving the queue, because all agents which were
available for taking the call, have been called once and none
were reached. If no rule is configured at this check point,
distribution will resume starting with the first available agent
again. A loop which may ensue at this point can be broken by
specifying a queue timeout. Cf. Definition in Agent Status.

Continue
(start distribution
again with first
available agent)

10

Overflow Queue Call
Timeout

The call is leaving the queue after the specified call timeout
has elapsed. This timeout is specified in the service number
parameters or in the Network IVR block "ACD". This timer starts
at the beginning of the call, and runs independently of the calls
passing through any ACD groups.

Hang up
(continue if no
timeout is
specified)

11

Overflow Queue
Probable
Timeout

The call is leaving the queue because it is probable that a
timeout will ensue. In this case one or more other calls in the
system have already left the queue because the timeout was
exceeded. Therefore it is highly probable, that the current call
will also have to leave the queue.This timeout is specified in the
service number parameters or in the Network IVR block "ACD".

Continue

12

Overflow Queue
Probable
Call Timeout

The call is leaving the queue because it is probable that a call
timeout will ensue. In this case one or more other calls in the
system have already left the queue because the timeout was
exceeded. Therefore it is highly probable, that the current call
will also have to leave the queue. This timeout is specified in
the service number parameters or in the Network IVR block
"ACD".

Continue

Start 2

Alternative entry point to the group

Continue

14

Start 3

Alternative entry point to the group

Continue

15

Start no Agents
Logged In for Telephony

If no agents are logged in for telephony. Cf. Definition
in Agent Status.

Continue

16

Start no Agents Logged
In for Telephony without
Post Call

If no agents are logged in for telephony without post call.
Cf. Definition in Agent Status.

Continue

17

Overflow Queue no
Agents for Telephony
without Post Call

The call leaves the queue because no agents are logged in
for telephony without being in post call. Cf. Definition in
Agent Status.

Continue

18

Start no Agents
Present

When no agents are present. Cf. Definition in Agent Status.

Continue

19

Overflow Queue
no Agents Present

The call leaves the queue, because no agents are present.
Cf. Definition in Agent Status.

Continue

20

Leave Queue by
DTMF

The call leaves the queue, because the caller pressed a
DTMF key for which a rule is configured.

Continue

21

Start no Agents
Logged Into ACD

When no agents are logged into the ACD. Cf. Definition in
Agent Status.

Continue

22

Overflow Queue
no Agents Logged
into ACD

The call leaves the queue, because no agents are logged
into the ACD. Cf. Definition in Agent Status.

Hangup

23

Start Redialler
no Agents

This check point applies to callers, who redial into the ACD
within a certain period of time. On their previous call, no
agents were available.

Continue

24

Start Redialler
Queue Full

This check point applies to callers, who redial into the ACD
within a certain period of time. On their previous call, the
queue was full.

Continue

Start Redialler
Hangup Queue

This check point applies to callers, who redial into the ACD
within a certain period of time. On their previous call, they
hungup whilst in the queue.

Continue

26

Start Redialler
Queue Timeout

This check point applies to callers, who redial into the ACD
within a certain period of time. On their previous call, a
timeout occurred whilst the call was in the queue.

Continue

27

Start Redialler
Other

This check point applies to callers, who redial into the ACD
within a certain period of time. All other rediallers are classified
by this rule. For example, the caller could have immediately
been transferred to another ACD group by a rule.

Continue

28

Start Junk Call

At this check point the system determines if the caller is junk
according to the ACD group settings.

Continue

This checkpoint checks if there is an Agent available for the call, who by configuration
of the service number has a high enough skill level to answer the call.