Specifications

NDA-24213 CHAPTER 9
Page 175
Issue 3.0
ACD Procedures
Split Data
(b)
Agent Priority Queuing
(required)
• Check to require that agents are queued according to the split preference in their logon data.
• Leave unchecked to place agents on a “first come first served” basis in which the longest
waiting agent receives the next call.
(c)
Do Not Disturb
(required)
• Check to indicate that calls are not queued when no agents are logged in to the split.
• Unchecked (OFF) permits calls to be queued when no agents are logged in to the split. This
is the default value.
STEP 6:
Work Mode
(a)
Restricted
• Check to restrict agents from going to Work mode under certain conditions, or to limit the
conditions under which Work mode is used (see the “CallCenterWorX ACD Features and
Specifications” manual for detailed listing).
• Unchecked does not restrict Work mode access.
(b)
Time Out
(required)
Using the up and down arrows, select the number of seconds that a position can stay in Work
mode before being forced to Ready mode. When the timeout expires, the agent will be assigned
a call if there are calls waiting in queue. The agent may use a Tally-Oh code to disable the
timeout. The Tally-Oh code must be used while in Work mode and only affects the current
timeout. Valid values are from 0 to 999 (0 = feature not used). See the “CallCenterWorX ACD
Features and Specifications” manual for detailed information on Tally-Oh codes.
(c)
...While on PBX Call
(optional)
Check to apply Work mode timeout (as in Step 6:(b)) to agents’ calls on their PBX lines.
STEP 7:
Directory Numbers
(a)
Night
(optional)
Enter the directory number (2 to 4 digits) where calls will be routed when this split is in Night
mode. This must be a pilot number.
(b)
Assist
(optional)
Enter the directory number (up to 4 digits) where calls will be routed for assist requests. This
number is overridden by the Assist number in the Logon Data dialog for a particular agent (see
Step 8:(c), “Assist Key\Monitor Me”).
(c)
Emergency
(optional)
Enter the directory number (up to 4 digits) where calls will be routed for emergency requests.
This number is overridden by the Emergency number in the Logon Data dialog for a particular
agent. See the “CallCenterWorX ACD Features and Specifications” manual for detailed
information on emergency monitoring.