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CHAPTER 5 NDA-24282 (E)
Page 236
Revision 1.0
CALL FORWARDING - SPLIT - ACD
C-127A CALL FORWARDING - SPLIT - ACD
GENERAL DESCRIPTION
This feature provides alternate routing for calls destined for a particular split. When split call forwarding is in
effect and a call attempts to queue for that split, the call is routed to a pilot number instead of being queued. At
this point, the call is handled by the Call Control Vector (CCV) associated with the new pilot number.
OPERATING PROCEDURE
1. The supervisor presses the NIGHT key while logged onto the ACD.
2. ENTER NIGHT/FWD? is displayed at the position. The individual enters the digit 0, a pilot number, and #.
3. At this point, the split goes into call forwarding, incoming calls are routed to the call forwarding number
entered, and the NIGHT lamp flashes at all the positions in the split.
4. Split call forwarding may be canceled by pressing the NIGHT key again. EXIT FWD? is displayed at the
position and the supervisor enters 1# to confirm.
5. At this point the split exits split call forwarding and the NIGHT lamp is extinguished at all the positions in
the split.
SERVICE CONDITIONS
1. Only pilot numbers may be used as the split call forwarding destination.
2. The pilot number used for split call forwarding may not contain a “*” or a “#”.
3. The pilot number for split call forwarding may invoke either a Week Schedule or a CCV.
4. The MIS is not informed when split call forwarding is activated.
5. When a split enters Night mode automatically using the MIS, split call forwarding is canceled.
6. When a call attempts to queue to a split using a Queue to Split instruction in a CCV and the split has call
forwarding activated, the new pilot number routing for the split is only followed if the split is the primary
split for the call. If the split is a secondary split, the Queue to Split instruction is ignored. A primary split
is the split specified in the first queuing instruction in a CCV. Splits specified in subsequent queuing
instructions in the CCV are referred to as secondary splits.
7. When a call attempts to queue to a split using the Conditional Queue to Split instruction in a CCV and the
split has call forwarding activated, the Conditional Queue to Split instruction is ignored.
8. When alternate routing is required by a split, night service may be used to provide a more static choice of
pilot numbers used for the new routing (see Night Service - ACD [N-12A] for additional information).
PROGRAMMING
Step 1: ACDCCV - Assign the pilot number of Night destination to the CCV