Specifications

CHAPTER 9 NDA-24213
Page 180
Issue 3.0
ACD Procedures
Logon Data
STEP 3:
Personal Numbers
(a)
Assist Request
(optional)
Enter a directory number (up to 4 digits) to be used for the agent’s assist requests. This number
overrides the Assist number in the Split Data dialog.
(b)
Emergency Request
(optional)
Enter a directory number (up to 4 digits) to be used for the agent’s emergency requests. This
number overrides the Emergency number in the Split Data dialog.
STEP 4:
Personal Queuing
(a)
Pilot Number
(required)
Enter the PBX directory number (2 to 4 digits) which will reach the ACD agent directly.
Maximum Queue Depth
(required)
Use the up and down arrows to select the maximum number of calls that can be in queue at any
given time. Valid range is from 1 to 300.
(b)
Call Waiting Chime
(required)
Using the drop-down menu, choose Off, First, or All to select how the agent will be chimed for
incoming Personal Queue calls.
STEP 5:
Personal Overflow CCV
(a)
Timeout
(optional)
Use the up and down arrows to select the number of seconds that a call should wait in the
agent’s Personal Queue before overflowing to the Call Control Vector specified in Step 5(b).
Valid values are 0 to 999 (0 = feature not used).
(b)
Index
(optional)
Use the up and down arrows to select the CCV Index number to use when the Timeout
(Step 5a) overflows its limit. The valid range is from 1 to 60.
(c)
Step
(optional)
Use the up and down arrows to select the CCV Step number to use when the Timeout (Step 5a)
overflows its limit. The valid range is from 1 to 20 steps.
STEP 6:
Personal Forward CCV
(a)
Index
(optional)
Use the up and down arrows to select the CCV Index number to use when forwarding a call
from the agent’s Personal Queue when the agent’s position is vacant or in Break mode, or when
a personal call is recovered using the Call Recover feature. Valid values are from 1 to 60.