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AUTOMATIC CALL DISTRIBUTION (ACD)
Priority Queuing – ACD
NEAX2000 IVS
2
Business/Hotel/Data Features and Specifications
Page 54
NDA-24271, Issue 1.0
Priority Queuing – ACD
General Description
This feature allows the system to prioritize incoming calls by trunk route and on a per station basis, when the
call enters an ACD queue. When a call is a considered as priority it is placed at the beginning of the queue.
Station Application
Not Applicable.
Operating Procedure
No manual operation is required.
Service Conditions
1. Priority queuing is available on incoming trunk calls. Queue priority is determined on a trunk route, or for
DID Calls, on a station number, basis.
2. If two (or more) priority type calls occur at the same time, the system will place them in queue in a First-In/
First-out order.
Queue Size Control – ACD
General Description
On incoming DID/Tie line calls, the system can be assigned a threshold which limits the number of calls in
queue. When the queue size threshold is exceeded, incoming callers are connected to busy tone.
Station Application
Not Applicable.
Operating Procedure
No manual operation is required.