Specifications

NDA-24213 CHAPTER 9
Page 199
Issue 3.0
ACD Procedures
System Data
STEP 3:
Display ‘ANI NONE’
(required)
Values: Yes / No Default = No
This field determines whether the “ANI NONE” message will be displayed on agent terminals
(ringing and answer) for ACD calls which have no associated ANI information. The display is simply
omitted from the connection display sequence when the value “No” is chosen.
STEP 4:
Queue High Priority
(required)
Values: Yes / No Default = No
This field determines whether incoming ACD calls with a priority of 1, 2, or 3 will adhere to maxi-
mum queue depth values for a given split. A value of “Yes” will instruct the ACD to queue ALL such
calls to a split (as directed by a Call Control Vector) regardless of queue depth limitations. All other
calls (priorities above 3) will be subject to maximum queue limits. Priority is determined based upon
ACD database programming in the Pilot Data, Trunk Group Data, and CCV programming.
STEP 5:
Display IVR Header
(required)
Values: Yes / No Default = Yes
The field specifies whether the IVR dialed digits connection display is to contain a leading descriptor
“IVR.” Disabling this descriptor allows an increase to 16 characters to be displayed instead of 12.
The IVR dialed digit connection display is not displayed unless it is activated using Tally-Oh 021.
See the “CallCenterWorX ACD Features and Specifications” manual for detailed information.
STEP 6:
ETA Includes Excess Work
(required)
Values: Included / Excluded Default = Excluded
This field determines whether or not agents who have been in work mode for an excessively long
time will be included in the calculation of the Estimated Time to Answer (ETA) for a particular call
or split.
STEP 7:
Infolink with Call ID
(required
)
Values: Yes / No Default = No
This field determines whether the ACD will send call identifier fields as part of certain Infolink
messages (IQ/Iq, IS, IT, IU, IV). These fields uniquely identify an individual call while it remains
inside the realm of the ACD to help Infolink applications keep track of the call.
STEP 8:
Call Timeout Audit
(required)
Values: Enable / Disable Default = Disable
This field enables a specialized call record audit for finding and correcting potential problems in the
timeout processing routines inside the ACD.