Specifications

NDA-24213 CHAPTER 14
Page 267
Issue 3.0
Terms and Concepts
Multi-split Agent
Mode which allows an agent to function in more than one split. An
agent may logon to as many as 16 splits and will be able to receive
calls from any of those splits, according to a customized preference
algorithm programmed into the ACD Logon ID Data, and to the
programming of a specific position. See the “CallCenterWorX ACD
Features and Specifications” manual for a detailed explanation of the
factors and variables involved.
NACD Call
An MIS report term for a non-ACD (PBX or My Line) call. This
feature allows agents and supervisors to receive calls from and place
calls to other ports in the system, and to place outgoing calls.
Overflow Delay Threshold
Specifies the threshold number of seconds a call waits for an agent in
a primary queue before overflowing to a secondary queue.
Parity Bit
A bit appended by many asynchronous systems following data bits,
used for error detection. A parity bit is a binary bit appended to an
array of bits to make the sum of all the bits always odd or always
even.
Personal Queue
A queue for calls that are directed specifically to an agent. See
Agent
Personal Queue
.
Pilot Numbers
The access codes to the ACD functions. They are programmed into
the PBX-side database according to the numbering plan in effect for
the system. Pilot numbers do not correspond to any line appearances,
either physical or virtual, in the system. Although pilot numbers are
often thought of as ringing in to a particular split, pilot numbers are
in fact associated with a Call Control Vector or a Week Schedule,
which in turn controls the handling of the ACD call.
Port
A point in the computer or telephone system where data may be
accessed; the interface between a process or program and a
communications or transmission facility.
Position
A telephone set that is configured for use in handling ACD calls, with
a number of keys for controlling ACD functions. Agent positions are
typically equipped with two telephone lines. One is for incoming
ACD calls. The other, called the PBX line or My Line, is receive calls
from and place calls to other ports in the system, and to place
outgoing calls; it functions as a normal business station.
Position Split Assignment
The assignment of a particular position (agent telephone) to be
related to a particular split (set of agents).
Queue
The step in which a call has been received and is on hold awaiting
answer by an agent. An incoming call to the ACD system will be
presented to a split in one of two ways:
• Standard Queuing always connects a call with an available agent
or queues the call according to its priority, limited only by the
split’s specified maximum depth. Up to 250 different priorities
are available to determine placement of an incoming call.
• Conditional Queuing checks pre-programmed conditions
(minimum agent availability and maximum queue depth) before
a call is either connected to an agent or queued.
Term Definition