ACD Actions

These ACD actions options can be can be set at the user or workgroup level. ACD calls directed to an agent's station can initiate DDE, custom screen pop, or web browser screen pop actions when the call rings on an agent's station, is disconnected, or transferred from the agent’s station. For example, when an ACD call alerts the agent's station, a database application can start. When the call is disconnected or transferred, either of those actions can initiate another database application specifically used for completing records or follow up on the call. The Actions property page specifies which actions are used with ACD calls to this workgroup or user. Each workgroup or user may use different actions or no actions at all.

Alerting Action

Select a custom screen pop, web browser screen pop, or DDE action to start on an agent's workstation each time a call enters an alerting state (for example, the station rings) in this workgroup queue. Actions in this list are defined in the Actions container.

Disconnected Action

Select a DDE action to start on an agent's workstation each time a call moves from the Connected state to a Disconnected state (that is, the call terminates) in this workgroup queue. Actions in this list are defined in the Actions container.

No-answer Status

Select a status message from the list to display in an agent's My Status box when an agent is alerted by an ACD interaction and does not answer it. The selected status message should have the "Status is Do Not Disturb" attribute set on the Status Message Configuration page.

Note: The default setting is ACD - Agent Not Answering unless another status has been specified by the workgroup. If a user is a member of multiple workgroups, and just one of those workgroups is configured to change members' status to 'agent not answering' when there is no answer, then the no-answer behavior applies to this user for all workgroup memberships.

Revert to Available After

Set this time interval (in seconds) to automatically return an agent's status to what the status was prior to going to Agent Not Answering. If the status has been changed in the meantime, the agent's status will not be reset. The default value is 0 which does not automatically revert the status.

Transfer Action

Select a DDE action to start on an agent's workstation each time a call is not answered or is transferred by the agent in this workgroup queue. Actions in this list are defined in the Actions container.

If an agent does not pick up an alerting ACD call, the call times out and the agent's status is automatically changed to ACDAgentNotAnswering. The Alerting Action may need to be terminated, or some other action performed if the agent does not pick up the call. When the agent's status is ACDAgentNotAnswering, the agent is not assigned any more calls until he or she changes the status to Available.

If an agent transfers a call using a CIC client, the same Transfer Action may optionally be invoked if the Execute Transfer Action on the User Transfer check box is selected.

Execute Transfer Action on User Transfer

Select this check box to automatically invoke the Transfer Action DDE command when an agent manually transfers a call from his or her station. Leave the check box blank to perform no DDE action when an agent manually transfers a call. If a Transfer Action is defined and this check box is blank, the Transfer Action is invoked only when an ACD call is not picked up at an agent's workstation and then transfers to another agent.

Incoming Transfer Action

Select a DDE action to start on an agent’s workstation when that agent receives an ACD call transferred from another agent. This allows an agent who starts an ACD call to transfer that call to another agent and allows the second agent to see the appropriate DDE action when the call alerts.

This action is valid only when the transfer is from one user to another user (not from a user to a workgroup, line, station, or other type of queue).

On Call Status

Select a status message from the list to assign to an agent (and display in an agent’s My Status box) while the agent is on an ACD call. After the call disconnects, the agent’s status changes to Follow up (or the Wrap Up Status setting) for the designated period before returning to the agent's status before the call (for example, Available).