Specifications

CHAPTER 8 NDA-24213
Page 108
Issue 3.0
MIS Menu Commands
Configuration Menu
4.9 Split Assignments
The
Split Assignment window
(Figure 8-20) under the
Configuration menu
enables users to modify
several parameters for each split, including the Split Name, After Call Work Mode, Day/Night Mode, Night
Service split destination, and the thresholds for Grade of Service (GOS), Inflow, and Overflow. The
window indicates the current status for each split and provides drop down menus in each category to
modify values.
•
Split Name
is an optional alphanumeric name of up to 20 characters which identifies the split in
addition to the required Split Number.
•
After Call Work Mode
determines whether:
• Agents in that split are available for new incoming ACD calls immediately after finishing each
call (Ready).
• Agents in that split are allowed some wrap-up time at the conclusion of each call before the next
call is assigned (Work).
•
Day/Night Mode
• Permits the split to receive calls (Day).
• Closes down the split’s incoming queue and diverts callers to the Night Service destination
(Night).
•
Night Service destination
• Specifies another split to receive calls when this split is in Night Mode.
• Specifies which PBX station receives the calls (possibly an answering machine). Programming
this PBX station is done in the ACD MAT commands.
Other options are:
• A Night Announcement Channel option for playing announcements to callers.
• An Attendant Console option which receives calls for the split in Night Mode.
•
Grade of Service Threshold
specifies the maximum time a call can wait to be answered to be counted
as “answered within the Grade of Service Threshold.” The Grade of Service is defined as a percentage
of calls answered within a specified amount of time (the Grade of Service Threshold) in relation to the
total number of calls received. This is set in the MIS.
•
Inflow Conditional threshold
specifies the threshold minimum number of Ready agents or the
maximum queue depth permitted to allow inflow calls from another queue. Too few agents or too many
calls in queue will disable inflow calls. This is set in the ACD but may be modified in the MIS.
•
Overflow Delay threshold
specifies the number of seconds a caller waits for an agent in the primary
queue before overflowing to a secondary queue. This is set in the ACD but may be modified in the MIS.