Specifications
CHAPTER 9 NDA-24213
Page 200
Issue 3.0
ACD Procedures
System Data
STEP 9:
Orig Detail Codes
(required)
Values: Yes / No Default = No
This field specifies which values the ACD will send for the detail code field of Infolink
Acknowledgement (IY and IX) messages. The value of “Yes” will result in detail codes of 01-06
(those specified in the original version of Infolink) only. The use of original codes only might be
needed if the Infolink application cannot properly handle additional codes which have been added to
the Infolink specification.
STEP 10:
Incoming Call Msg
(required)
Values: IQ / lq Default = IQ
This field determines which type of Infolink Incoming Call Notification (IQ/lq) message will be
generated by the ACD. Both contain similar information (the lq adds the queued to split numbers)
about an ACD call which has just queued to an ACD split.
STEP 11:
Outbound Call Disp
(required)
Values: IZ / lz Default = IZ
This field indicates which type of Infolink Outbound Call Disposition (IZ/lz) message will be
generated by the ACD. Both contain similar information (the lz adds the pilot/personal pilot number
associated with the outbound call) about the disposition of an outbound ACD call.
STEP 12:
Reclaim IVR Call to
(required)
Values: Music / Ringback Default = Music
This field determines what will be heard by callers who have been connected to an IVR (via Infolink)
and subsequently reconnected to an ACD pilot.
STEP 13:
Work Key Press
(required)
Values: Disable Timer/Ready Mode Default = Ready Mode
This field allows the customization of the effect of pressing the work key when in “timed” work
mode (as a result of work mode timeout programming). Pressing the work key can result in either
(1) agent immediately exiting work mode, or (2) work mode timer being deactivated and the agent
remaining in work mode until the work key is pressed again.
STEP 14:
Dash
(a)
Min Len
(required)
Values: 1 to 16 Default = 7
This field determines the minimum length (digits) of ANI information which will result in the
ACD inserting dashes in the ANI agent display for ACD calls (ringing and answer).
For example, the value of 7 would require that the ANI contain at least 7 digits before any
dashes would be displayed. The location of any dashes is determined by other system data
fields.