Knowledge Base

The ACD feature is available in Axeos PBX release 2.0 and above.

This function helps you to control all aspects of the ACD functionality and can be found as menu option ‘Services / Queues’. ACD functions may cause an extra load on the CPU of the server hardware, which is why (depending on usage requirements) this feature is not always suitable on the smallest AOX model. This feature can enable the PBX determine and communicate the queue position to the caller. It is an extremely powerful function that allows the system to determine where calls need to be routed, based on settings entered on this page.

Complete the following fields:

• Name: enter an ID for the queue (for example: 1).
  
• Description: enter a description for the queue (for example: helpdesk).
  
• Periodic announcement time: enter the amount of seconds between announcements.
  
• Queue position announcement: choose if the caller will hear his position in the queue.
  
• Retry: Amount of time in seconds to call everyone again, which is mainly used when queue strategy ringall is selected.
  
• Wrap up time: the time (in seconds) an agent needs before being ready for the next call.
  
• Member can deny: indicate if an agent can refuse to receive a new call. A refused call will be returned to the call queue.
  
• Announce queue to member: A sound file can be uploaded and this can play the name of the queue that the call belongs to. The agent hears this announcement before he answers the call. This way the agent can answer in the appropriate
• Time between messages: the time (in seconds between messages being played.
  
• Queue strategy:
  
  • Ringall: routes a call to all phones at the same time.
    
  • rrmemory (Round Robin Memory): The system will remember the last agent it started with for a new call. So if agent1 has the first call and disconnects, then the next call will go to agent2 because the system remembers that agent1 has already answered a call.
    
  • leastrecent: routes calls to the agent that hasn’t received a call for the longest period.
    
  • fewestcall: routes calls to the agent that has received fewest calls so far.
    
  • random: randomly routes calls to available agents.
    
• Empty queue when no member: if no member is logged in, waiting calls will be dropped.
  
• Prevent calls to enter queue when empty: if no member is logged in, calls will be refused
  
• Timeout queue time: indicates how long a caller must wait for a response from an agent.
  

The next step is to indicate which phone extensions will be members (agents) in the ACD.
Click on submenu button ‘Add’ to select an extension. Click on the cell in the ‘Agent’ column, and select a phone extension from the dropdown options.

It is possible to appoint a ‘penalty’ to agents, which you can use to link experience to the amount of calls they will receive from the system. The lower the penalty, the more calls they will receive (relative to the other agents).

NOTE: It is only possible to include phone extensions that have the ‘Can be queue member’ function enabled. You can enable this for any configured phone extensions at menu option: Phones / Extensions / Edit. It is the bottom option on the ‘User’ tab.

An Agent can enable or disable an ACD queue subscription by logging onto the PBX using the extension username and password. Go to menu option ACD and press the play button to indicate to the PBX calls may be send to the phone.

All queue members can see the status of other agents. The PBX administrator can enable/ disable the agent function on any phone extension required.