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Info
titleLongest Waiting
The information in this page applies to an Automatic Call Distributor (ACD) applet with Longest Waiting behavior.

Example

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In this example, ACD Group Settings contains four agent groups:

GroupOverflow (s)
Group 10
Group 20
Group 319
Group 419

The applet contains two queue announcements (Announcement 1 and 2). The announcements are 10 seconds long. Queue music plays after the announcements for 10 seconds.

Info
The timestamps in the flowchart include only the announcement and queue music durations; for information about other durations that will affect overflow settings, see the Rules section later in this page.



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ACD processImage Modified



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When a call enters a queue, the ACD applet looks for an available agent (in Ready state) in Group 1.


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Info

In an ACD applet with additional announcements and groups defined, this process continues. The applet looks for available agents in the additional groups according to their overflow settings, and plays additional announcements accordingly. After using the First, Second, and Third Announcements, the applet then plays the Subsequent Announcement multiple times, as required.

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Rules

RulesRulesThe applet checks the groups in order and routes calls to the longest waiting agent.

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  • the length of time that the applet takes to check for agents in each available group
  • the length of the announcement
  • the duration of the queue music (Duration of music between announcement(s))
  • the length of the queue position announcement, if enabled
  • the time that the applet tries to connect a call to an available agent before trying the next agent (No answer timeout (seconds))
  • the time that the applet takes to fetch and load sound files—this time is difficult to predict but you should keep it in mind

No answer

When a call is routed to an agent, if the agent does not answer the call, the call will return to the queue.

  • When the call re-enters the queue, announcements will play to the caller from the beginning again. For example, even if the caller had already heard announcements 1 and 2, they will hear them again.

    Info

    To avoid this scenario, agents should be in Ready state only when they are available to handle calls.


  • When the call re-enters the queue, all the groups that were available before the call was routed to an agent are still available.