Understanding how the three ACD "Threshold Routes" work for your call flow
Threshold route—where the next incoming call routes to once the Max Queue size has been met. The routing of these calls can be programmed to route to a secondary ACD group, voice mail, or a DN. Example: max queue is set at 6 calls, therefore when the queue is full the switch must now route the call to whichever condition your ACD specs reflect. The ACD CAMS report 'Summarized Call Analysis' has a column referred to as "DFLCT" which reflects the amount of calls that have met this condition. Refer to your specs to verify where these calls routed for assistance.
Time Delay Threshold route—when calls in the queue have not been answered due to high phone traffic, not enough Agents being logged on, or lengthy phone conversations, calls in the queue begin to age in seconds based on the time represented on your ACD specs; calls may then be routed to another ACD group, voice mail, or a common number on several telephone sets referred to as; MADNs (multiple appearance directory number) once the queued call has met its time delay threshold (time in queue seconds) has been met.
Night Service route—when all ACD agents are logged out, calls are then routed to voice mail, another ACD group, or a DN. Night Service normally occurs when Agents are logged out for the day, but can occur during normal business hours when Agents are forced out either because they were on another call and were not able to answer, therefore the ACD system logged the Agent out and call re-queued, or the Agent was multi-tasking or a sole Agent for the group walked away and did not depress 'Make Set Busy' or 'Not Ready'. This will reflect on the ACD reports during normal business hours for any of these conditions stated above. The ACD CAMs report 'Summarized Call Analysis' has a column referred to as "Nght Srvc" which reflects the amount of calls that have met this condition. Refer to your specs to verify where these calls routed to for assistance.
