With Automatic Call Distribution (ACD) and the Multiple Queue Assignment (MQA) feature enabled, the agent can change the queues serviced by them when logging in.

The MQA feature enables agents to perform the following:

MQA for an agent requires displaying assigned queues. Deskphones without display capability do not support the MQA functionality.

The MQA feature ensures forwarding calls to an agent’s Individual Directory Number (IDN) mailbox. The IDN is a Single Call Arrangement or Multiple Call Arrangement number assigned to an agent. However, the Message Waiting Indicator (MWI) shows only the message waiting state of the station extension, not of the agent or ACD DN (VDN).

This functionality requires configured ACD Auxiliary Data System. The ACD data block determines if the agent can do the following:

The agent is assigned calls from the queue with the highest priority. If there are no calls from the highest priority queue and there is a call from one of the lower priority queues, this call is routed to the agent. If two queues have an equal priority, a circular approach is used to select from one of the queues.

When the agent logs out, there is no change in the assigned queues. If the agent logs in then without changing the assigned queues, they remain the same at logout. However, if the agent moves to a new queue, all prior data is deleted. This enables the agent to change queues by logging out and logging back in. However, a supervisor can change the assigned queues without the agent logging out or in.

The agent enters the queue extensions separated by a pound sign (#). To indicate the final entry, the agent enters the pound sign twice. The following table provides examples of queue extension entry: