ACD Call Timeout Initiator

This initiator starts any time a call flagged for ACD processing waits too long in an ACD queue. You determine the in-queue time limit in the ACD Process Call initiator. Use this initiator to start a handler that performs special processing for items that have been waiting in a queue too long. One type of processing would be to place the call on an ACD queue with more agents or, if you are using skills, to make the required skills less restrictive. No further ACD processing will be done on this call until the ACD Process Call or ACD Process Chat tool is invoked. See the  CIC ACD Processing Technical Reference located in the PureConnect Documentation Library for more information on ACD processing.

Initiator Properties Page

For more information on the relationship between the parameters on the Initiator Properties page, see Introduction to Initiators.

Notification Object Type

ACD

Object ID

Select {all}.

Notification Event

Select AcdQueueItemTimeout.

Outputs

Call Identifier

The ID for the telephone call or chat session that timed out.

Workgroup Queue Name

The name of the workgroup where the call resided before it timed out.

Exit Paths

Start

This step always takes the Start exit path.