Questions about the ACD / Inbound Dialer.

1) If multiple people are logged in, how does the system decide which person to route the call to?

The user who has been logged in and available the longest.

2) If the person who gets the call routed to them doesn't pick up the phone, what happens?

It moves to the next user who is available or fails over to the failover number if no other user is available.

3) When setting up the ACD, what effect does the service level field have?

It has no effect on the ACD. It's used as a reporting tool only.

4) When setting up the ACD, what effect does the failover timeout have?

If no user is available, this is how long the ACD will continue waiting for an available user before it forwards the call to the failover number.

5) When setting up the ACD, what is the failover number?

A ten digit phone number to forward the call to if no users are available.

6) When setting up the ACD, what does the checkbox 'Reassign Lead's owner after routing' have?

If selected, the Owner of the record will be reassigned to the user who took the call.

7) When setting up the ACD, what effect does the agent ring timeout seconds have?

This is the amount of time the ACD will wait for the user to pick up their phone before the ACD forwards the call to another available user. (In case the user is marked available in the ACD but away from their desk.)

8) When setting up the ACD, what effect does the agent accept timeout settings have?

This applies to users who are also logged into the outbound dialer and making calls outbound calls as well as taking inbound calls through the ACD. If the user is on an outbound call, this field determines how much time the user has to accept or reject the incoming call before the ACD forwards the incoming call to another user.