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NDA-24282 (E) CHAPTER 5
Page 239
Revision 1.0
CONNECTION DISPLAYS - ACD
C-199A CONNECTION DISPLAYS - ACD
GENERAL DESCRIPTION
This feature allows each agent to specify the exact sequence of displays to be delivered to the LCD display at
the time of an incoming ACD call connection. There are several displays available providing a variety of
information pertaining to the call being connected. Different styles of operation give rise to different needs
regarding what information is presented first. Now each agent can specify how much information they want and
in what order.
The setup for the custom connection displays is controlled by each agent through the entry of a special Tally-
Oh code designed for this purpose. By entering the proper codes and durations the agent can customize the
sequence and timing of the displays received when an incoming ACD call commences ringing at the agent
position and when the agent answers the call. Only one sequence is specified and the same set of displays will
be generated at time of ringing and answer.
The following table indicates which displays can be selected and the Display ID Code for each:
A maximum of five displays may be selected. A duration from 3 to 9 seconds is assigned to each display and is
specified using the setup Tally-Oh code. As an option, the final display can be set to display for the remainder
of the ACD call be entering a time of 0 seconds. A Tally-Oh code exists which can reset the permanent display
and allow the standard conversation timer to display.
Three Tally-Oh codes have been added to support the Connection Displays feature. These codes are available
to all ACD agent positions and cannot be restricted. The Connection Display sequence and timing is stored on
a per-agent-logon ID basis and will be retained from one logon session to the next as long as a Personal
Emergency Supervisor has not been specified for this agent. Those agents with an assigned Personal Emergency
Supervisor will need to setup their Connection Displays each time upon logging onto the system.
Connection Display Codes
Display ID Code Display Description
3 Time in queue (merged display)
4 Time in queue (stand-alone display)
5 Pilot number text (gate ID)
6 ANI digits received
7 Customer entered digits (via IVR)
8 Answering split name
9 Current queue depth and longest call time
10 thru 29 reserved