EasyUC
English
Aurora

Choose appearance

4.8.7

ACD and attendant console

Delivery, safe transfer, recall and auto-pause

How calls are offered, when a transfer falls back and when an attendant is paused.

EasyUC · Version 4.8.7

In EasyUC: Calling Features → Calls → Attendant Console → Open → Behaviour

What it is for

The Behaviour tab defines the rules the console works by. Delivery determines whether all attendants see the queue and serve themselves, or whether EasyUC offers the topmost call specifically to the attendant who has been ready the longest.

With safe transfer the call stays with EasyUC until the target answers. If the target does not answer, is busy or forwards the call, the call falls back to the console after the configured time (recall). A short undo window lets you take a transfer back.

The automatic pause protects callers from unattended desks: if an attendant does not accept several offers, EasyUC sets the attendant to paused.

Prerequisites

  • Licence module acd.
  • Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_ATTENDANT to view, additionally ROLE_APP_ACD_ATTENDANT_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
  • An existing console. The values apply to new calls immediately after saving.

Step by step

  1. Open the console and switch to the Behaviour tab.
  2. Under Calls, select the Delivery: All attendants see the queue or Offer to the next attendant.
  3. Enter the Offer time (s).
  4. Leave Safe transfer by default switched on and enter Recall after (s) and Undo window (s).
  5. Under Attendant hangs up at the device, select what happens to the caller.
  6. Under Waiting times, enter Maximum waiting time (s), Waiting time yellow from (s) and Waiting time red from (s).
  7. Under Attendants and sessions, enter Automatic pause after missed offers, Session length (hours) and Lock after inactivity (minutes).
  8. Decide whether Leads may switch day, night and special mode should apply.
  9. Under Transfers, select the Transfers to external numbers setting and enter the Patterns of internal numbers.
  10. Enter Keep call journal (days).
  11. Click Save.

Fields and options

Field / actionMeaning and use
Console activeWhen inactive, nobody can sign in and calls follow the night action.
DeliveryAll attendants see the queue (default): whoever is free takes the next call. Suitable for small teams. Offer to the next attendant: EasyUC offers the topmost call to the attendant who has been ready the longest.
Offer time (s)5 to 60, default 15. If the attendant does not accept within this time, the call is offered again.
Safe transfer by defaultDefault on. Enter and the drop zone Connect wait for the target and bring the call back if nobody answers.
Recall after (s)5 to 120, default 20. A safe transfer that is not answered returns to the console after this time. The value should be lower than a call forward on no answer at the target.
Undo window (s)0 to 30, default 8. 0 switches undo off.
Attendant hangs up at the deviceThe call ends (default) or The caller goes back to the queue.
Maximum waiting time (s)10 to 3600, default 180. Default for queues without their own value; after that the overflow applies.
Waiting time yellow from (s) / red from (s)5 to 3600 each, defaults 30 and 60. Colours the waiting time on the call card. Red must start later than yellow.
Automatic pause after missed offers0 to 10, default 2. 0 switches the function off.
Session length (hours)1 to 24, default 12. After that the attendant signs in again.
Lock after inactivity (minutes)0 to 240, default 30. 0 means never. Calls continue while the console is locked.
Leads may switch day, night and special modeDefault on. Every switch is logged.
Transfers to external numbersPhonebook contacts only (default): external numbers are allowed if they come from an assigned phonebook. Internal numbers only: external targets are blocked completely.
Patterns of internal numbersX stands for any digit, for example 1XXX. Separate several patterns with commas. Without a pattern, numbers with at most 6 digits count as internal.
Keep call journal (days)1 to 365, default 30. Older calls are deleted automatically.
Call recordingRecord every call automatically, Attendants may record calls, Keep recordings (days). See chapter "Call recordings".

Check the result and narrow down errors

  • Test of the safe transfer: transfer a call to a phone that does not answer. After the recall time the call is back in the console with the reason Not answered by … and the counter return no. 1.
  • Test of the auto-pause: as an attendant, let as many offers expire as configured. The console shows You have been paused because several calls were not answered. with the button Ready again.
  • Recall reasons in the console: Not answered by … (timed out), Declined by …, Busy: …, Unreachable: …, Forwarded at … (call forward or voicemail), Answered on another device of the line: …, Transfer to … failed.
  • Please enter a whole number from … to …. A value is outside the limits.
  • Red must start later than yellow.
  • "…" is not a valid pattern (digits and X only).
  • Transfers to external numbers fail with This target is not allowed. External numbers only via phonebook contacts.: the target is not in any assigned phonebook, or the pattern of internal numbers does not cover the internal number.
  • Transfers from external to external fail although they are permitted: in CUCM the service parameter "Block OffNet to OffNet Transfer" can block such handovers.

Related chapters