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NDA-24282 (E) CHAPTER 5
Page 231
Revision 1.0
CALL CONTROL VECTOR - ACD
11. NEW PRIORITY #n
This instruction is used to change the current priority associated with a call to a different priority in all the
splits to which the call is currently queued. The priority that is specified in the instruction can be either
higher or lower than the present priority.
The variable associated with the instruction is a priority. If a call with a priority of “8” encounters the in-
struction “New Priority 15”, the call’s priority will change to “15” in all splits it is currently queued to.
12. UP PRIORITY #n
This instruction is used to change the current priority associated with a call to a higher priority in all the
splits where the call is currently queued.
The variable associated with the instruction is the amount by which to increment the priority. If a call with
priority of “14” encounters the instruction “Up Priority 4”, the call’s priority will change to “10”. A priority
of “10” is four levels higher than a priority of “14”.
13. BLANK
This instruction does not invoke any call processing action. The call will immediately process the next step
with no delay.
The Blank instruction is used to simplify future modifications to a CCV. If a CCV is constructed without
Blank instructions, and new instructions are added to the CCV at a later time, then the changes could force
a major restructuring of the CCV. If a CCV is constructed with Blank instructions, and new instructions are
added to the CCV at a later time, then the new instructions can take the place of Blank instructions.
14. IVR ANNOUNCEMENT #n
This instruction will connect a caller to an IVR port for the purpose of playing a customized announcement.
The IVR equipment will be notified via an Infolink message which announcement has been requested (1
to 99) and which port was used for connection. It will be up to the IVR to speak the desired announcement
and inform the ACD when the announcement is complete.
15. IVR DN #n * Available since PBX software Series 7400 and ACD software Release 3.
Before this enhancement only one IVR can be used on a tenant basis.
A PBX directory number that enables the ACD to access a port on an Interactive Voice Response Unit
(IVR). Each IVR port should have a corresponding IVR directory number. All such numbers should be set
up on the PBX as members of a ICD group and can be accessed via the UCD pilot number. This UCD pilot
number should be entered as the IVR pilot number using the ACDTN command.
This step must be assigned before Item 10 “IVR Announcement #n”. If not, IVR announce step will be ex-
ecuted by the IVR port number programmed in ACDTN.
16. ETA Greater Than / ETA Less Than
This instruction checks all queues a caller is waiting in and determines the best estimated time to answer
(ETA). Using this ETA in a comparison with the parameter to the ETA > or ETA < instruction determines
whether the next CCV instruction should be skipped.
If result of ETA comparison is TRUE, next instruction is PROCESSED.
If result of ETA comparison is FALSE, next instruction is SKIPPED.