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NDA-24282 (E) CHAPTER 5
Page 223
Revision 1.0
CALL TRANSFER TO SPLIT QUEUE - ACD
From an attendant console:
1. The attendant transfers the calling party to the ACD by dialing a pilot number.
2. RBT is provided to the attendant. At this point the attendant may either complete or cancel the transfer. If
the attendant completes the transfer, the transferred party will begin processing the CCV, including all
announcements. Note that except for transfers across CCIS, no CCV processing is done while the attendant
listens to RBT. The attendant must complete the transfer before CCV processing takes effect. For attendant
transfers across CCIS, CCV processing will begin when the attendant first receives RBT.
SERVICE CONDITIONS
1. Any calling party, except attendants, may be transferred into a split queue.
2. For attendant transfers to a split queue across CCIS, CCV processing will begin when the attendant first
receives RBT. However, for non-CCIS attendant transfers to a split queue, CCV processing will begin only
after the attendant completes the transfer.
3. Except for calls across CCIS, attendants are only allowed to transfer calls to pilot numbers. They may not
call pilot numbers directly. If an attendant dials pilot number directly, the call is ignored and the attendant
will hear RBT indefinitely.
4. If an attendant dials a pilot number directly across CCIS, the call will be treated as a normal trunk call.
5. If an agent or PBX station user transfers a call to a split queue and hangs up before the agent at the
destination answers, recall does not occur when the don’t answer timer expires.
6. In a call transfer to a split queue, overflow service is provided to calls placed in queue.
PROGRAMMING
None