Inbound ACD Campaign

The routing process for an inbound call follows this sequence:

1. Check for exact extension match with DNIS and use that if found.
2. Match CLI against all high priority CLI routes CLI prefix of '*' and empty DNIS. Use first match found.
3. Match DNIS value against all routes and if only 1 route found, use that.
4. Match CLI value against all routes found in (3) and use first of those.

Incoming calls may be routed in 2 ways:

1. directly through Softdial Telephony Gateway™ without any control from Softdial CallGem™
   • These calls cannot be recorded and reporting data will not be available
   • Routes are defined via the routing configuration in the Config.xml file (see STG STG Configuration)
   For details, see STG Configuration - Inbound .
2. under the control of Softdial CallGem™
   • These calls can be recorded and reporting data will be available for them
   • Routes are defined via the routing and queue configurations in the Name Space Editor, as explained below.

When the call is passed to a queue address the call handling is controlled by the settings for that queue. These settings are accessed via the Queue Configuration dialogue (Fig. 3 and Fig. 4).

In the examples shown below, 2 queues are set up as follows:

1. Queue 1 (Fig. 3) is set up with Queue Address 250 so calls matching the criteria set up in Fig. 2 above will be passed to this queue.

   

   Fig. 3 - Queue Configuration - Queue 1

2. Queue 2 (Fig. 4) is set up with Queue Address 260 which is the Overflow address set in Queue 1 (Fig. 3). Calls 'overflowing' from Queue 1 will be passed to Queue 2. Queue 2 has no Overflow address set so if the call is not answered in this queue within the Overflow time, the call will be dropped. The details of the Overflow procedure are described below.

   

   Fig. 4 - Queue Configuration - Queue 2

 

An agent can be registered with a queue by two methods:

1. dynamically via the Group Membership [GM] message, or
2. statically via the Name Space Editor.

An agent may be registered statically and later dynamically removed from that queue with a Group Membership [GM] message (no On Off (ON) parameter). In this case the agent's new queue membership status will be maintained until the next time they are logged in, when their queue membership will revert to the static condition - i.e. the Group Membership [GM] message does not overwrite the Name Space.

Fig. 5 - Namespace User Editor

Fig. 5 shows the User Editor dialog (V10). See also Static Configuration .

Version 10 now includes the facility to set user permissions which are reflected in the Permission Flags (PG) parameter of the User Status [US] message sent by Softdial CallGem™ in response to a User Authenticate [UA] message.

There are three check box options available for static agent set up:

1. Station nailed up at logon and
2. Record all calls for this agent
   These are self explanatory and set the agent condition at logon. As with Group Membership, these attributes can be modified dynamically but will revert to the condition set in the Name Space the next time the agent is logged on.
3. Auto-Accept transfers initiated by agent
   If this is checked the agent will receive transfers from another agent as a blind transfer rather than a supervised transfer . From an API perspective, this means the agent does not need to send a Transfer Acknowledge [TA] message to accept the call.

Agent Priority / Group Order

There is no separate field available for setting Agent Priority, however this can be set statically by appending the Group Order (GO) parameter of the Group Membership [GM] message to the queue address as shown in Fig. 5. Here, agent Jane is registered with Queue 250 with Group Order set to 10.

This can be any value from 0 to 9999 (higher number = higher priority).

SDMP messages entered here must be upper case.

Therefore:

• if
  • the Round Robin group checkbox is not checked (in Queue Editor for Queue 1), and
  • Jane has the highest Group Order setting in the queue,
  then the first call that comes in to the group will be directed to her and thereafter she will receive the first call to come in after she completes each call. Calls will only be passed to other agents in the group when Jane is busy on a call. If another agent in the group also has a Group Order setting of 10 then the agent who logged on first will have the higher priority.
• if
  • the Round Robin group checkbox is checked, and
  • Jane is registered with more than one queue,
  then Jane may receive fewer calls in Queue 1 than the other agents in this queue since the Round Robin aggregation takes account of all calls regardless of queue.

Where an agent has multiple extensions, inbound and outbound, directed to their station, the Turret Configurations option in the Name Space Editor (Legacy Client Only) is used. The Address Group Editor dialogue (Fig. 6 below) allows control of how simultaneous calls are presented to the agent.

Fig. 6 - Address Group Editor

Fig. 6 shows that extensions 201 and 401 are bound as a turret. Only one of these extensions may be nailed up.

After the first entry, extensions are added using CTRL + ENTER.

The 2 checkboxes:

• Can take inbound in wait
• Can take inbound in talk

determine whether inbound calls can be received while talking or waiting for outbound predictive calls.