How do I configure breakouts?
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Optionally configure an announcement either in the ACD or UCD applet, or in a separate Announcement applet, that announces the available breakout options. For information about the Announcement applet, see Announcement applet. Include the Announcement applet, if configured, in your interaction plan.
Now, if a caller presses one of the configured breakout keys, ContactWorld routes their call to the corresponding applet.
No Agents Breakout
To configure a No Agents Breakout, perform the following steps:
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Now, if no appropriately skilled (where relevant) agents are logged in to answer calls, ContactWorld routes call to the applet in the No Agents Logged In Applet list.
Queue length breakout
To configure a queue length breakout, perform the following steps:
Create an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet, or edit an existing ACD or UCD applet. For information about creating or editing an applet, see Creating an applet or Editing an applet. A new or existing ACD or UCD applet appears.
In the Queue Settings section, specify the queue length settings. Settings include the applet that ContactWorld must route a call to if the queue length exceeds its maximum length:
- Clear the Unlimited Queue Length check box.
- In the Maximum Queue Length box, type the maximum queue length.
- In the Maximum Queue Next Application list, click the name of the target applet. If you do not select an applet and the maximum queue length is exceeded, the call ends.
- Continue to configure the applet as required. For information about the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
- To save your changes, click Update.
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| Note |
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You can only configure a queue duration breakout in an ACD applet in skills based mode. In skills based mode the ACD applet becomes a UCD applet. The breakout only takes affect at the point that ContactWorld initially calculates the estimated wait time. ContactWorld calculates the estimated wait time after routing the call to the ACD applet. If the estimated wait time increases while the call is waiting, the breakout is not triggered. To calculate the estimated wait time, ContactWorld must have at least three calls waiting in the queue. |
To configure an estimated wait time breakout, perform the following steps:
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