Vertical Summit IP ACD Groups

The Vertical Summit offers advanced ACD (Automatic Call Distributor) options.  
ACD groups can be used to route calls to the first available agent and track the
performance of the group.  
  • Route calls to the first available agents in the order received
  • Prioritize which agents receive calls first
  • Email reports with the agent performance information
  • Display queue status to agents when all agents are busy
  • Announce to agents when calls are in the queue
  • Announce options to callers while they are in the queue



Examples of Calls In Queue Status












Example 1 is a phone's LCD display where the user is on the
phone at the time of the call.  

The top line of the display shows the Call In Queue information
    406 = The System Group ID number
    CIQ __ = Number of calls holding in the queue.  
    One call is holding.
    AG __ = Number of Agents logged in to the group at the time
    1 agent is logged in
    OC ___ = Oldest Call with seconds the call has been on hold.

The middle and bottom lines of the display show information
about the current call.
    The user is on line 2
    To the right, it shows how long they have been on the call.
    TRANS, CONF, MUTE and other features are available.















In Example 2, the user is not using their phone and is logged out of the group.
The agent needs to log in to answer the oldest holding call.

The top and middle lines of the display show the Call In Queue Information
    406 = The System Group ID number
    CIQ __ = Number of calls holding in the queue.  
    One call is holding.
    AGENT __ = Number of Agents logged in to the group at the time
    1 agent is logged in
    OLDEST CALL = Oldest Call
    The timer to the right shows in hours, minutes, and seconds
    how long the call has been in queue

The bottom line of the display shows other features that are available.



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