The ACD applet uses many configurable rules to determine how an interaction behaves in queues, to which group or groups the interaction is routed, as well as what to do with the interaction when certain thresholds are reached.
You can set the queue to route to the longest waiting agent, or to an agent with a particular skill. If you choose skills based routing, the ACD becomes a Universal Contact Distributor (UCD). Vonage Contact Center uses the UCD in conjunction with the Skill Tagger and Set SLA applets for intelligent routing without using many different ACDs and groups.
Routing
(only available if enabled for your account)
| Field | Options | Description |
|---|---|---|
| Behaviour Type | Longest Waiting | Determines whether interactions are routed to the longest waiting agents or to agents with required skills. Select Longest Waiting to use the ACD applet. |
Equal Call Allocation Mode (only available if enabled for your account) | List of available modes | Determines which mode to use for equal call distribution. If you select Skills Based in Behaviour Type and if equal call distribution is enabled for your account, use this field to choose which Vonage Contact Center should use to distribute interactions. For information about equal call distribution, see Call distribution. |
Wait Time Announcements
(only available if enabled for your account and with Skills Based router behavior type)
| Field | Options | Description |
|---|---|---|
| Announce Target Answer Time | Select or clear | Determines whether to announce the target answer time for the call. Select the Announce Target Answer Time check box to play the caller an announcement, for example, "We aim to answer your call in about 60 seconds". The target answer time is the shortest duration of any target answer times set by Set SLA applets in the call plan and any agreement routing targets. If no Set SLA applet targets or agreement routing targets apply to the call then no announcement is made. The target answer time announcement plays after the First Announcement (see Queue Announcements), if a file is chosen. |
| Announce Recent Answer Time | Select or clear | Determines whether to announce the recent answer time for other calls routed to this UCD. Select the Announcement Recent Answer Time check box to play the caller an announcement, for example, "We have recently been answering calls in about 2 minutes and 20 seconds". This announcement is played after the target answer time announcement, if enabled. The recent answer time is the average answer time for the last five calls of this type. If there are fewer than five previous calls, the recent answer time is the average answer time of the available calls. If there are no previous calls, see the If Recent Answer Time is unavailable, announce Target Answer Time instead check box. Call type is defined by data including skills tagged, targets set and the target UCD. The recent answer time announcement plays after the target answer time announcement, if set, or after the First Announcement (see Queue Announcements), if a file is chosen. |
| If Recent Answer Time is unavailable, announce Target Answer Time instead | Select or clear | Determines whether to announce the target answer time for a call if there are no previous calls from which to calculate the recent answer time. Select the If Recent Answer Time is unavailable, announce Target Answer Time instead check box to announce the target answer time if there is no recent answer time data available. This option is only available if you select the Announce Recent Answer Time check box and clear the Announce Target Answer Time check box. |
You can select one or both of the Announce Target Answer Time and Announce Recent Answer Time check boxes.
For information about using wait time announcements, see Using wait time announcements.
Estimated Wait Time Breakout
(only available if enabled for your account and with Skills Based router behavior type)
| Field | Options | Description |
|---|---|---|
| Breakout Time (seconds) (leave blank for unlimited) | Number | The maximum estimated wait time. If the estimated wait time for a call exceeds this value, Vonage Contact Center routes the call to the breakout applet. Type the number of seconds. |
| Breakout applet | Select or clear | The applet that Vonage Contact Center routes the call to when the estimated wait time exceeds the value in the Breakout Time field. Select the appropriate applet. For more information, see Breakouts. |
For information about using the estimated wait time breakout, see Breakouts.
Queue Settings
| Field | Options | Description |
|---|---|---|
| Play Queue Position | Select or clear | Determines whether or not the user is informed of their position in the queue. Select the Play Queue Position check box to play the caller's position in the queue. Only available for call-type interactions. Skill Based behavior With Skills Based behavior type, the skills that an interaction is tagged with determine the queue that the interaction is in. When Play Queue Position is selected, the interaction's position in the applicable queue is played. Agents can handle interactions from multiple queues, including personal queue calls. Therefore, an interaction at position 1 in the relevant queue will not necessarily be the next interaction that is handled. |
| Age Per Minute | Number | Acts as a multiplier in conjunction with Queue - Set Priority applets. Provide a number other than one (1) to give calls that pass through a priority applet a greater age to put the call nearer the front of the queue. For example, if you set the age per minute to 2, after five minutes a priority caller has an augmented age of 10 minutes. Only available for Longest Waiting behavior type. For information about the Queue - Set Priority applet, see Queue - Set Priority (QSP) applet. |
| Unlimited Queue Length | Check box | Determines whether there is a maximum length for a queue. Select the Unlimited Queue Length check box to allow queues of unlimited length. |
| Maximum Queue Length | Number | Stops queues from containing more calls than their maximum call length. When a queue reaches the maximum length, any new calls are diverted to the applet defined in the Maximum Queue Next Application field. Leave the field blank for no maximum queue length. |
| Maximum Queue Next Application | List of available applets | The applet that the call is routed to if the maximum queue length is exceeded, for example voicemail. For more information, see Breakouts. |
Voluntary Breakouts
Voluntary breakouts are used with queue audio prompts. Callers can break out of the queue if they do not want to continue waiting for an agent to answer their call. For more information, see Breakouts.
| Field | Options | Description |
|---|---|---|
| Breakout Available | Always | Determines when callers can break out of the queue. Select Always to enable the callers to use the breakout keys at any time. |
| Maintain position in queue if re-entering after breakout | Check box | Determines whether Vonage Contact Center should keep the call's position in the queue after breaking out. This option is only available for applets with Skills Based router behavior type. Select or clear the check box as appropriate. If you select the check box, when a call re-enters the same UCD applet after a breakout, the call enters the queue in the same position as when it was previously in the queue. If, after the breakout, the call enters a different UCD, the setting has no effect and the call enters at the back of the queue. |
| Breakout Key Press n | List of available applets | Select the applet that the call is routed to if the user presses key n (1-9). |
Queue Announcements
Vonage Contact Center plays the provided queue announcements while the call is in a queue. These announcements can include information about breakout options, the caller's position in the queue, and so on.
For information on how Vonage Contact Center uses the announcements, see Interaction between announcements and agent groups in queues.
| Field | Options | Description |
|---|---|---|
Data Source column (only available if enabled for your account and with Skills Based router behavior type) For information about using data sources to specify the required audio file, see Using dynamic audio in a Universal Contact Distributor (UCD) applet. | ||
First Announcement, Second Announcement, Third Announcement, Subsequent Announcement | Lists of available Data Sources | The data sources that must, at run time, contain the names of the audio files for the announcements. If you do not select a data source or the data source is invalid, Vonage Contact Center uses the announcement you select in the corresponding Generic File field. |
| Generic File column | ||
| First Announcement, Second Announcement, Third Announcement, Subsequent Announcement | Audio (.wav) file |
If you do not upload a generic audio file, Vonage Contact Center uses Vonage Contact Center's default announcement. |
Current Position Announcement (only available for Longest Waiting behavior type) | Audio (.wav) file |
|
| Default column | ||
| Click Play Existing to play the existing default announcement. | ||
For information about the format of the audio files, see Recording and preparing audio used in applets.
Queue Music
| Field | Options | Description |
|---|---|---|
Data Source (only available if enabled for your account and with Skills Based router behavior type) For information about using data sources to specify the required audio file, see Using dynamic audio in a Universal Contact Distributor (UCD) applet. | Lists of available Data Sources | The data source that must, at run time, contain the name of the audio file for the queue music. If you do not select a data source or the data source is invalid, Vonage Contact Center uses the music you select in the corresponding Generic File field. |
| Generic File | Audio (.wav) file | The audio file for the queue music.
If you do not upload an audio file, the caller will hear Vonage Contact Center's default queue music. |
| Default | Vonage Contact Center's default queue music. Click Play Existing to play the existing default announcement. | |
| Duration of music played between announcements (seconds) | Number | The number of seconds for which Vonage Contact Center plays the music before playing the next announcement. The field is unavailable unless you select an audio file. |
Unexpected state settings
| Field | Options | Description |
|---|---|---|
| No answer timeout (seconds) | Number | Time elapsed when waiting for an agent to answer an inbound call before trying the next agent. Default is 15. |
| State after unexpected or fault | Number | The agent's state after their unexpected/fault state times out. You can configure an agent's unexpected/fault timeouts in User Admin. For information, see Configuring individual users and Configuring groups. Select from one of the available states, Logged out, or Leave unchanged. |
Agent Hangup
| Field | Options | Description |
|---|---|---|
| Agent Hangup Applet | List of available applets | The applet that the call is routed to when the agent hangs up. For example, a customer satisfaction survey applet. |
No Agents Breakout
| Field | Options | Description |
|---|---|---|
| No Agents Logged In Applet | List of available applets | The applet that the call is routed to if no agents are logged in. For example, an announcement informing the caller that the call center is closed for the day. For more information, see Breakouts. |
Agent Decline Breakout
| Field | Options | Description |
|---|---|---|
| Agent Decline Breakout Applet | List of available applets | The applet that the call is routed to if an agent declines a call in their personal queue. For example, a VoiceMail applet. For more information, see Breakouts. |
Queue Duration Settings
(only available for Longest Waiting behavior type)
| Field | Options | Description |
|---|---|---|
| Queue Timeout (seconds) | Number | The amount of time a caller is in a queue before the call is routed to the queue timeout applet. Leave blank for no queue timeout. Type the number of seconds. |
| Queue Time Out Applet | List of applets | The applet that the call is routed to when the queue timeout is exceeded. Select the appropriate applet. For more information, see Breakouts. |
Agent Audio
| Field | Options | Description |
|---|---|---|
| On Hold Audio File | Audio (.wav) file | The audio file played if the answered call is put on hold by the agent. In the Generic File column:
If you do not upload a generic audio file, Vonage Contact Center uses the platform's default on hold audio. In the Default column, click Play Existing to play the default hold music. |
| Ringing Audio File | Audio (.wav) file | The audio file played while the Vonage Contact Center tries to connect a call to an agent. For example, for international callers, you can set a local ringing tone instead of the UK ringing tone. In the Generic File column:
If you do not upload a generic audio file, Vonage Contact Center uses Vonage Contact Center's default ringing audio. In the Default column, click Play Existing to play the default ringing audio. |
For information about the format of the audio files, see Recording and preparing audio used in applets.
Whisper Audio
A whisper is used to give a message to the agent before the call is connected. For example, if an agent receives calls from customers in relation to different products, you might want to inform the agent what product the customer is calling about. For information about using whispers, see Using whispers.
To use a Set Whisper applet to play a whisper, you must add and enable a default whisper in the Whisper Audio section. The whisper in the Set Whisper applet overrides the default whisper.
If you are only using a default whisper in the Whisper Audio section to enable the whisper in the Set Whisper applet, add an empty audio file (containing no sound).
For more information, see Set Whisper applet and Using whispers.
| Field | Options | Description |
|---|---|---|
Data Source (only available if enabled for your account and with Skills Based router behavior type) For information about using data sources to specify the required audio file, see Using dynamic audio in a Universal Contact Distributor (UCD) applet. | Lists of available Data Sources | The data source that must, at run time, contain the name of the audio file for the default whisper. If you do not select a data source or the data source is invalid, Vonage Contact Center uses the music you select in the corresponding Generic File field. |
| Generic File | Audio (.wav) file | The audio file for the default whisper.
|
| Whisper Option | Off, Agent Only | Determines whether the whisper is played to the agent. In Whisper Option:
Whisper Option applies to all whispers—those in both the ACD and any Set Whisper applets in the call plan. |
For information about the format of the audio files, see Recording and preparing audio used in applets.
Salesforce Record Display
(only available if enabled in account—if not available, the caller's CLID is used to control Salesforce object popping)
| Field | Options | Description |
|---|---|---|
Off plus list of available data sources | Controls Salesforce record popping. For information about Salesforce record popping, see Salesforce record display and popping in Vonage Contact Center. Determines whether or not to use a data source, and if so which one, to locate and display a Salesforce record related to the caller. The list of data sources contains the data sources retrieved by a Data Connector applet or applets, and available IVR slot names. The list is empty if you have not configured a Data Connector applet for the call plan associated with this applet and if you have no IVR slots configured. Select Off to use either:
Select a data source to use if multiple data sources are available. |
Group Settings
For information on how Vonage Contact Center uses the announcements, see Interaction between announcements and agent groups in queues.
| Field | Options | Description |
|---|---|---|
| Group n | List of available agent groups | The group of agents that the call is routed to. You can select up to ten groups from the groups that are available for your account. The groups are tried in order, after the time period defined in the Overflow After fields. Group 1 is tried first, not after any overflow—therefore there is no corresponding overflow field for group 1. Select the group or groups you want to direct the call to. |
| Overflow After (s) n | Number | The time elapsed in trying to call an agent in the group n. If no agents in group n answer the call, the call is routed to group n+1. Overflow takes effect after the announcement and queue music, for the specified duration, have been played. |
Wrap settings
(only used with Skills Based router behavior type)
| Field | Options | Description |
|---|---|---|
| Wrap timeout (seconds) | Number | The number of seconds that the answering agent will go into Wrap Up (Auto) state after the call is completed. The default value, if you do not provide a value, is 15 seconds. This value is not used with the Longest Waiting behavior type. Instead, the Max WrapUp value for the service group that routes the call is used. |
| State after wrap | Number | The agent's state after their wrap state times out. Select from one of the available states, Logged out, or Leave unchanged. Intended state The value in State after wrap overrides the intended state set by agents or supervisors while working on interactions routed by this applet. This does not apply if State after wrap is set to Leave unchanged. |