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CHAPTER 5 NDA-24282 (E)
Page 252
Revision 1.0
HOT SPLIT - ACD
H-31A HOT SPLIT - ACD
GENERAL DESCRIPTION
This feature was designed to accommodate “Automatic” agents of “Hot” agents. That is to say, agents who never
log on, never log off and never take breaks. As soon as the ACD is online these “agents” are automatically
logged on to the ACD and placed in the Ready Mode to take incoming calls. Actually, these agents are more
accurately described as “machines” because the feature was intended for use with answering machines, dictation
machines, voice mail machines, etc.
The feature is named “Hot Split” because all members of the split must be automatic agents. There cannot be a
mixture of standard agent positions and hot agent positions in the same split.
Due to the nature of the equipment expected to be used for this feature it was designed to accommodate only
analog station equipment, or TEC = 3 for those familiar with PBX database assignments. D
term
stations in
particular cannot be used for members of a Hot Split. A member of a Hot Split is called a Hot Position.
OPERATING PROCEDURE
1. A Hot Position is idle and, therefore, in the Ready Mode. This station is the only assigned member of a
particular Hot Split. Let’s say it is an answering machine.
2. A call arrives to the Pilot Number for this Hot Split and immediately rings the Ready “agent”.
3. The “agent” (answering machine) automatically answers and does what answering machines do.
Meanwhile, another call arrives for the Hot Split and is placed in queue.
4. The Hot Split is programmed for 15 seconds of After Call Work Mode Timeout. This allows the answering
machine sufficient time to rewind or reset before the next call rings through.
5. The first caller hangs up. The “agent” enters After Call Work Mode for 15 seconds.
6. After 15 seconds the Hot Position is automatically placed in the Ready Mode and since a caller is waiting
in queue it immediately rings the position.
7. The Hot Position (answering machine) answers the next call.
SERVICE CONDITIONS
1. A Hot Position is allowed to go off-hook and originate outgoing calls. It will be placed in a Break Mode
for incoming ACD calls until it goes onhook.
2. Hot Positions are assumed to be in the Ready Mode upon ACD startup. If, in fact, the position is offhook
and busy the ACD will make only one attempt to connect a call and then, upon noticing its busy status, will
correctly mark the position as Unavailable and wait for its onhook.