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CHAPTER 5 NDA-24282 (E)
Page 238
Revision 1.0
CALL RECOVER - ACD
C-191A CALL RECOVER - ACD
GENERAL DESCRIPTION
The call recover feature allows an ACD call to ring at an ACD position for a preprogrammed length of time and
if unanswered the call will be directed to another available agent or replaced in all of the queues it was originally
in at the highest possible priority. If the call is requeued it will be the highest possible priority and will be
answered by the next available agent.
OPERATING PROCEDURE
1. An incoming ACD call rings at an agent’s position. The agent is either unavailable to answer the call or
chooses to not answer the call.
2. When the “Call Recover” timer expires the call is removed from the agent’s position. The agent’s position
is placed in a “Penalty Work” mode and the display will show CALL RECOVERED until a key is pressed.
3. The caller will be immediately directed to another available agent if one exists.
4. If there are no available agents the call will be replaced in all of the queues it was originally queued to at
the highest possible priority. The call will also continue to process the CCV beginning with the step where
it left off.
5. The call will be assigned to the next available agent.
SERVICE CONDITIONS
1. The time used for the Time In Queue display when the call is assigned for the second time will be the
cumulative time starting when the call first arrived at the ACD.
2. If a recovered call had been directed via the agent’s personal queue the call will be redirected according to
the Forward / Full CCV programmed for the agent’s logon ID.
PROGRAMMING
ACDSPL - Assign the time for Call Recover activating.
Call Recover time (1-255)