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NDA-24282 (E) CHAPTER 5
Page 227
Revision 1.0
CALL CONTROL VECTOR - ACD
C-108A CALL CONTROL VECTOR - ACD
GENERAL DESCRIPTION
A Call Control Vector (CCV) is a series of steps that describe how an incoming ACD call is to be handled. A
CCV can consist of a maximum of 20 steps. Each step of a CCV is an instruction for handling the call at a
specific time. The steps may be programmed in any sequence (see Service Condition #1) and will be processed
in order until an agent answers the call.
When an incoming call is presented to the ACD system, it is processed according to the CCV specified for the
dialed pilot number (refer to Pilot Numbers - ACD [P-40A]). Thus, specifying different CCVs for different pilot
numbers can produce a variety of call handling patterns. Countless combinations of CCV steps are possible and
have been put together in very creative ways to solve complex call handling requirements.
A CCV is a timed sequence of events which control incoming ACD calls prior to their connection to an agent.
It is important to understand the timing of CCV instructions in order to construct CCVs which process calls at
the proper tempo. The following table shows how much time is used for each CCV instruction. Only after that
amount of time has passed, a caller will proceed to the next step in the CCV.
Call Control Vector Timing
CCV Step Action
(Alphabetical Order)
takes this much time
Announcement wait until beginning of announcement or 30 seconds whichever comes first,
then proceed to next instruction
Blank 0 seconds, next instruction processed immediately
Conditional Queue to Split 0 seconds, next instruction processed immediately
Dequeue from Split 0 seconds, next instruction processed immediately
Goto CCV X:Y wait 2 seconds, then proceed with CCV #X step #Y.
Hang Up 0 seconds, next instruction processed immediately
If Estimated Time to Answer 0 seconds, process first or second instruction immediately based on testing
ETA
If Not Queued then Busy 0 seconds, busy tone provided immediately
If Not Queued then Goto X:Y wait 2 seconds, then proceed with CCV #X step #Y.
IVR Announcement wait 2 seconds, then proceed with IVR Announcement
IVRDN 0 seconds, next instruction processed immediately
New Priority 0 seconds, next instruction processed immediately
Pause X wait X seconds (1 to 999) then proceed with next instruction
Queue to Split 0 seconds, next instruction processed immediately
Ring Delay Wait 2 seconds, then proceed with Ring Delay
Skip Percent 0 seconds, first or second instruction processed immediately based on
percentage
Transfer To If transfer succeeds, CCV processing is complete, otherwise wait 2 seconds
and process next instruction.
Up Priority 0 seconds, next instruction processed immediately