Specifications

CHAPTER 9 NDA-24213
Page 174
Issue 3.0
ACD Procedures
Split Data
(b)
Hot Split
If used, all members of this split must be “automatic” agents. There cannot be a mixture of
standard agent positions and hot agent positions in the same split. This feature is designed for
analog devices only, such as answering machines, dictation machines, and voice mail
machines. D
term
stations cannot be used as members of a Hot Split.
Click to check this box if this split destination will be continually available to answer calls
(such as an automated attendant port). This split is typically not staffed and always logged on.
A position in this split must be removed from the database to be logged off.
STEP 3:
ACD Call(s)
(a)
Recover Time
(optional)
Using the up and down arrows, set a time between 0 and 255 seconds which indicates the
amount of time an ACD call can ring at an agent’s position before being recovered (put back
into its original queue at the highest priority). It resumes processing its original CCV at the
point at which it was removed. After the call is recovered, the agent is immediately forced to
Work mode with a flashing Work LED and the display “
CALL RECOVERED
.”
(b)
Auto Answer
(required)
• Check to select Automatic to connect calls automatically to the agent.
• If not checked, the agent is required to press the Answer button to answer an incoming call.
(c)
Auto Work After Call
(required)
• Check to put the agent position into Work mode (unavailable to take ACD calls) after
disconnecting from an ACD call.
• If not checked, the agent position goes into Ready mode (available to receive a new ACD
call) immediately after disconnecting from a previous ACD call.
(d)
Require Tally Per Call
(optional)
Check to set the requirement that an agent must enter a per-call tally code before the next call
will be allowed to ring in to the position.
STEP 4:
Stranded Calls CCV
(optional)
(a)
Index
(optional)
Use the up and down arrows to set the CCV Index to use when recovering calls left in queue
after all agents in the split have logged off. Valid values are 0 to 60 (0 = feature not used).
(b)
Step
(optional)
Use the up and down arrows to set the CCV Step to use when recovering calls left in queue
after all agents in the split have logged off. Valid values are 1 to 20.
STEP 5:
Queue
(a)
Maximum Depth
(required)
Enter the maximum number of calls that can be in queue at any given time. Valid ranges are
from 1 to 300. If you use Variable Depth Queuing (see Chapter 14 for an example), the valid
range is from 5% to 1000%.