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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, NewVoiceMedia routes their call to the corresponding applet.

No Agents Breakout

To configure a No Agents Breakout, perform the following steps:

  1. 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.

  2. In the No Agents Breakouts sectionBreakout section, specify the applet that NewVoiceMedia must route the call to if no appropriately skilled agents are logged in. In the No Agents Logged In Applet list, click the name of the target applet.

  3. 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.
  4. To save your changes, click Update.

Now, if no appropriately skilled (where relevant) agents are logged in to answer calls, NewVoiceMedia routes call to the applet in the No Agents Logged In Applet list.

Agent Decline Breakout

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Queue length breakout

To configure a queue length breakout, perform the following steps:

  1. 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.

  2. In the Queue Settings section, specify the queue length settings. Settings include the applet that NewVoiceMedia 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.
  3. 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.
  4. To save your changes, click Update.

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Note
You can only configure a queue duration breakout in an ACD applet in longest waiting modeskills based mode. In skills based mode the ACD applet becomes a UCD applet.

To configure a queue duration breakout, perform the following steps:

  1. 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.

  2. Ensure that Behaviour Type in the Routing section is Longest WaitingSkills Based. UCD only sections are unavailableavailable.

  3. In the Queue Duration Settings section, specify the queue duration settings. Settings include the applet that NewVoiceMedia must route the call to if the queue length exceeds its maximum length:

    • In the Queue Timeout (seconds) box, type the maximum time, in seconds, that a call can wait in a queue.
    • In the Queue Timeout Applet list, click the name of the target applet.
  4. 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.
  5. To save your changes, click Update.

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  1. 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.

  2. Ensure that Behaviour Type in the Routing section is Skills Based. UCD only sections are unavailableavailable.

  3. In the Estimated Wait Time Breakout section, specify the breakout settings. Settings include the applet that NewVoiceMedia must route the call to if the estimated wait time exceeds the maximum length:

    • In the Breakout Time (seconds) box, type the maximum estimated wait time, in seconds.
    • In the Breakout Applet list, click the name of the target applet.
  4. 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.
  5. To save your changes, click Update.

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