Filter
Top Products
CHAPTER 5 NDA-24282 (E)
Page 232
Revision 1.0
CALL CONTROL VECTOR - ACD
Imagine this small CCV example:
3. Queue to 1. this is the regular split queue
4. ETA Greater 120
5. Goto CCV step 8.
6. Queue to 3. this could be the standard overflow split
7. === End ===
8. Queue to 4. this could be the message center split
9. === End ===
If a caller is queued to Split 1 and finds that his ETA for that split is greater than 120 seconds (2 minutes)
then the call will goto Step 8 and will queue to Split 4, the message center. If the current ETA is less than
or equal to 120 seconds (ETA tests FALSE) then Step 5 will be skipped and the call will continue with Step
6 and queue to the standard overflow split.
* ETA less than 11 seconds will be considered as 0 second.
ETA steps should be used with some amount of leeway since they can only be approximations of an esti-
mated time to answer. Many events could occur to cause the ETA estimate to be incorrect by a considerable
amount of time.
QUEUE TO SPLIT #n (Item 1) or CONDITIONAL QUEUE TO SPLIT #n (Item 2) step must be assigned
before ETA Greater/Less step. When queuing to more than one split, ETA in the originally queued split is
compared with the threshold value of ETA Greater/Less step.
17. Split ETA > (Greater Than) /Split ETA < (Less Than) * Available since the PBX software Series 7400 and
the ACD software R3.
This instruction allows CCV processing to be decided based on the Estimated Time to Answer (ETA) for
a specified split, as opposed to being based on the ETA of a call in queue. It then compares that calculated
Split ETA with a specified number of seconds. If the greater than (>) or less than (<) comparison is met,
the next CCV step is processed. The next step is skipped if the comparisons are not met. This allows the
CCV to determine the ETA of a split before queuing a call to the split, thus allowing the decision of whether
or not to queue a call, for example, to be determined by the current split traffic level.
ETA less than 11 seconds will be considered as 0 second.
18. Ring Delay #n * Available since the PBX software Series 7400 and the ACD software R3.
This instruction must appear prior to any Queue to Split steps in the CCV in order for it to have the desired
effect. The Ring Delay feature is intended to slow down the connection of incoming calls to agents and give
a window of opportunity for a host computer to paint an appropriate screen of information for the agent
which may aid in proper answering of the call.
Ring Delay specifies a number of seconds to wait after selecting which agent should receive the next call
in queue. The actual ringing of the agent’s phone will be intentionally delayed by ‘n’ seconds. An Infolink
application can send a command to the ACD to terminate the artificial delay before time expires if it has
determined that it is OK to ring the agent’s phone. See Ring Delay - ACD [R-145A] for more details.