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CHAPTER 5 NDA-24282 (E)
Page 260
Revision 1.0
LOGOFF WARNING - ACD
L-92A LOGOFF WARNING - ACD
GENERAL DESCRIPTION
This feature is programmed on a per-split basis via the ACDSPL MAT command. When a split is marked for
Logoff Warning agents will receive the display “LOGOFF WARNING” for a few seconds if they try to logoff
while there are still calls in queue. In order to actually logoff the agent must press the Logoff Key a second time
after having received the warning message. In other words, the warning message is intended to encourage the
agent to continue taking phone calls and, in fact, the agent remains logged on if the key is pressed only one time.
A value is set for the Logoff Warning feature from 1 to 9 or ALL. The value 1~9 describes the maximum number
of agents still logged onto the split when the warning is given. If the setting is at 5 then only the last five agents
to logoff from the split will be given the warning message.
The “LOGOFF WARNING” display is shown only when the number of callers waiting in queue for the agent’s
split is greater than or equal to the number of agents still logged on in addition to the value set for Logoff
Warning. That is, if the setting is at 5 and there are five agents logged on but only three calls are in queue then
an agent will be allowed to logoff and will not receive the warning message. In fact, two agents may logoff and
neither will receive the message. However, when there are only three agents remaining and three calls in queue,
if one of those agents attempts to logoff the warning will be provided.
SERVICE CONDITIONS
1. For multi-split agents the logoff warning is calculated for each split that the agent is a member. If any split
falls into the logoff with warning threshold then the warning will be provided and the agent’s logoff will be
restricted. No indication is given as to which split or splits has remaining calls to be answered.
2. When an agent wishes to logoff when Logoff Warning is enabled it will be required that the agent press the
LOGON/LOGOFF KEY two times in succession (no intervening keypresses) and that there must be at least
a 2 second pause between the two keypresses.
This should ensure that the agent was given an opportunity to see the “LOGOFF WARNING” display and
has chosen to ignore it and logoff anyway.
PROGRAMMING
ACDSPL -
LOGOFF WARNING CRITERIA: Assign the threshold value (necessary number of agents logged onto the
split) for LOGOFF WARNING.
0 = LOGOFF WARNING is out of service
1-9 = Maximum number of agents to be logged on
ALL = Number of agents equal to or less than the number of calls in queue