ACD Initiate Bullseye Processing

This ACD tool starts the ACD bullseye processing for an interaction. Call this tool when an interaction is on a workgroup queue. When this tool runs, the AcdServer initially considers assigning the interaction to agents in the first ring. If an agent in the first ring does not become available within the timeout period, the AcdServer also considers agents in the second ring. This process continues through the five rings. If a ring does not add any additional logged on agents, the AcdServer skips the ring without waiting for the timeout period to end. After consideration of all five rings, the AcdServer returns to normal processing and considers any available agent in the ACD workgroup. For more information, see the CIC ACD Processing Technical Reference located in the PureConnect Documentation Library.

Inputs

Call Identifier

The identifier of the interaction on which ACD processing is performed.

Priority Level

The priority level assigned to the interaction. The default value is 50.

Ring 1 Agents

A list of strings specifying the names of the agents to consider for assignment in Ring 1. An agent must be logged on to be considered for assignment.

Ring 2 Agents

A list of strings specifying the names of the agents to consider for assignment in Ring 2. An agent must be logged on to be considered for assignment.

Ring 3 Agents

A list of strings specifying the names of the agents to consider for assignment in Ring 3. An agent must be logged on to be considered for assignment.

Ring 4 Agents

A list of strings specifying the names of the agents to consider for assignment in Ring 4. An agent must be logged on to be considered for assignment.

Ring 5 Agents

A list of strings specifying the names of the agents to consider for assignment in Ring 5. An agent must be logged on to be considered for assignment.

Ring 1 Timeout (sec)

The number of seconds to wait for an agent to become available in ring 1 before considering agents in ring 2. Set this value to 0 to consider agents in ring 2 immediately if no agents are available in ring 1. The default is 15.

Ring 2 Timeout (sec)

The number of seconds to wait for an agent to become available in ring 2 before considering agents in ring 3. Set this value to 0 to consider agents in ring 3 immediately if no agents are available in ring 2. The default is 15.

Ring 3 Timeout (sec)

The number of seconds to wait for an agent to become available in ring 2 before considering agents in ring 3. Set this value to 0 to consider agents in ring 3 immediately if no agents are available in ring 2. The default is 15.

Ring 4 Timeout (sec)

The number of seconds to wait for an agent to become available in ring 4 before considering agents in ring 5. Set this value to 0 to consider agents in ring 5 immediately if no agents are available in ring 4. The default is 15.

Ring 5 Timeout (sec)

The number of seconds to wait for an agent to become available in ring 5. Set this value to 0 to  consider available agent in the ACD workgroup immediately if no agents are available in ring 5. The default is 15.

Ring Overflow Timeout (sec)

The number of seconds to wait after processing all rings before sending a timeout notification. The default of 0 does not raise the overflow event.

Exit Paths

Next

This step always takes the Next exit path.