Incoming calls are "stacked" and delivered to eligible employees as they become available. Users can customize prompts, add hold music, play "chime" messages while the customer waits, and monitor call load and employee availability. 
The Configure screen lists general account information, assigned agents and their priorities, and available agent states. Each of these areas is editable -- all defined below.
| Name | Enter or change the name of the extension by editing this field. The names "Anonymous" and "Unknown" are not allowed. |
| Extension | Enter or edit the extension number assigned to the ACD Extension. This extension must follow the Configuration Pattern. |
| Owner | Assign or change the owner of the extension (the person to whom the extension is assigned). |
| Callback Caller ID | Caller ID only applies for internal ACD callbacks. The caller ID for external calls will show the number the caller dialed. For instance, companies may use multiple numbers for technical support, purchasing, etc. The callback ID will be the number the caller chose to call (which may be specific to a department). |
Agents
Agents are the employees assigned to this ACD Extension. They are the individuals who receive the calls routing into this extension.
Employees can be assigned as agents to more than one ACD Extension and can log in as "Ready" to more than one ACD Extension at a time.
| Name | This is the agent's name. |
| Number | This is the agent's personal extension. |
| Queue Priority | On a scale of 1(highest) to 10(lowest), edit each agent's Queue Priority to determine which queue (which ACD Extension) an agent will be directed to first when they are assigned to multiple queues that each have calls waiting to be assigned. |
| Agent Priority | On a scale of 1(lowest) to 100(highest), edit each agent's Agent Priority to determine who will receive a call when multiple agents are available. If multiple agents have the same priority, or the default 0, the call will be routed to the agent who has been off a call the longest. |
ACD Agent States
Edit the available states an agent can have while in this ACD Extension.
| Status Label | Customize the label agents see when choosing an Agent State. It must be between 0 and 32 characters. |
| Status Code | Customize the code for each status label. Status Codes are used for reporting purposes. It must be between 0 and 32 characters. |
| State Type | Customize the action performed for each status label. Choose between ready, busy, and logged out. "Ready" means the agent is available to receive a call. "Busy" typically means the agent is on a break and unable to receive a call. "Logged out" means the agent will not receive any more calls until they have changed their status back to "Ready" - indicating that they have logged back in. The distinction between "busy" and "logged out" is important to maintain in order to have more accurate reporting. |