ACD - setting up the parameters of the queue and the operators who will receive calls from this queue.

Name - queue name

Strategy - call distribution strategy:

• ring-all - all at the same time.

• random - in random order.

• sequentially-by-agent-order - make consecutive calls according to Position (Position) and Level (Level).

• agent-with-fewest-calls - first to the operator with the least number of calls.

• agent-with-least-talk-time- first on the operator with the shortest talk time.

• top-down - always top-down.

• round-robin - evenly in random order.

• longest-idle-agent- first on the operator with the longest waiting time.

• ring-progressively - The call goes to one operator, and then the next ones are added without stopping the call to the current ones.

Times - queue time options

• Max wait time - Maximum time in seconds the subscriber waits in the queue.
• Max wait time with no agent - Maximum time in seconds for a subscriber to wait in a queue if there are no registered operators.
• Max wait time with no agent time reached
• Ring progressively delay - Time in seconds after which the next statement is added to the distribution for the strategy ring-progressively.

Agents - list of available operators.

Tiers - operators that are included in this queue.