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CHAPTER 5 NDA-24282 (E)
Page 242
Revision 1.0
DO NOT DISTURB - SPLIT - ACD
D-133A DO NOT DISTURB - SPLIT - ACD
GENERAL DESCRIPTION
The Do Not Disturb feature disables queuing when there are no agents logged onto the split. When the last agent
logs off the split will be automatically placed in the Do Not Disturb mode. Although similar to Night Mode in
some respects this feature does not activate the NIGHT lamp. Incoming calls cannot queue to this split as long
as it is in the Do Not Disturb mode. As soon as an agent logs in the Do Not Disturb mode is cancelled and
queuing is enabled. See also Stranded Call Routing - ACD [S-108A] for how to process calls which were left
behind in queue when the last agent logs off.
If the Do Not Disturb mode is active any Call Control Vector (CCV) step that would cause a call to be queued
to the split is ignored. The CCV processing will continue until a queuing or transfer step is reached. Any Pause
and Announcement steps that are encountered, between the ignored queuing step and the subsequent queuing/
transfer step, are also ignored.
After the call is queued to another split or transferred to a PBX number, the CCV processing will continue in a
normal fashion, with every Pause and Announcement step processed normally.
OPERATING PROCEDURE
The DO NOT DISTURB option is implemented through ACDSPL. The command data is on a split-wide basis.
The following example illustrates how the feature functions.
1. Split 5 has been programmed to be placed in DO NOT DISTURB mode when agents are not logged onto
the split. There are no agents logged onto Split 5.
2. A call to an ACD pilot number processes the CCV shown above.
3. The Queue to Split 5 in Step 1 is ignored, because Split 5 is in DO NOT DISTURB mode.
4. The Pause in Step 2 is ignored because the call was not queued during Step 1.
5. Also the Announcement in Step 3 and the Pause in Step 4 will be ignored since the call was not queued.
6. The conditional Queue to Split 12 is processed. The conditions for queuing are satisfied, and the call is
queued to Split 12.
Do Not Disturb CCV Example
Step
CCV INSTRUCTION
(CCVACT)
DETAIL DATA
(CCVACT DATA)
1. 10 (QUEUE TO SPLIT) 5
2. 1 (PAUSE) 15
3. 2 (ANNOUNCEMENT) 3
4. 1 (PAUSE) 22
5. 8 (CONDITIONAL QUEUE TO SPLIT) 12
6. 2 (ANNOUNCEMENT) 4