Expert Documentation

Chapter 10
Use the General tab to configure the call center general parameters. These parameters are
common to the 8 groups.
1. Click the General tab.
2. Enter the S1 and S2 hold-on threshold value to define service quality criteria. The
Supervisor Console application uses these values to indicate, in real-time, the number of
calls in the groups waiting for a period of time longer than S1 and S2. These values are
also used in the publication of statistics.
3. Enter the Stand-by time after call processing, the minimum time between two
consecutive calls for the same agent.
4. Enter the Maximum ringing duration. If an agent does not answer within the number of
seconds entered, the call is routed to another agent or returned to the queue. The ACD
also uses this time delay when transferring a call to an internal or external called party or to
a mailbox. If the called party does not answer within this time delay, the call is
automatically returned to the queue.
5. Enter the Time delay before overload messages flash, the number of seconds before
which the ACD will change the color of the group overload messages displayed on the
Supervisor Console.
6. Enter the Maximum ringing duration before auto anwer, the number of seconds before
forcing an agent to answer a call. For more information see Configuring Agents and
Groups - Agent Parameters - Force automatic call answer .
Note 1:
If this value is higher than the Maximum ringing duration (default value=20s), the force automatic
call is ignored and the call is tagged as NOANSWER in the log.
Note 2:
It is recommended to have the Maximum ringing duration before auto anwer lower than the
Maximum ringing duration value.
7. Enter the Length of calculation period for agent activity rates. You can choose to have
the activity rates print every hour or every half hour within the Supervisor Console.
8. Check the Agents that do not answer are automatically removed box to cause an
agent not answering to be removed from the ACD group either for 10 seconds (see the
following parameter), or permanently. In the latter case, he/she must be put back "on duty".
9. Enter the Duration of agent's temporary removal after failure to answer, the period of
time for which an agent who fails to answer is removed from the ACD group.
10. Check Waiting begins before overflow time delay to start the statistics counter related
to customer waiting times as soon as the call center answers. Otherwise, the counter starts
after the overflow time delay of the call.
11. Enter the Number of ACD ports for deterrence. Two ports are used for deterrence by
default. These are not specific ports but the 2 last available ports out of 16.
12. Click OK to confirm or Apply to confirm and stay in the current menu or Cancel if you do
not want to keep the changes.
10.3.2.4 Group 1 - 4 and Group 5 - 8 Tabs
Use the tabs Group 1 - 4 and Group 5 - 8 to define the parameters of the groups.
1. Click on the tab of the corresponding group(s).
The following window appears where you can enter parameters for each group:
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