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CHAPTER 5 NDA-24282 (E)
Page 266
Revision 1.0
MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD
M-79A MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD
GENERAL DESCRIPTION
Multiple supervisors can be grouped together to form a split when it is necessary for more than one supervisor
to serve a split of agents. Assistance and emergency requests can be routed to a split of supervisors, but a split
of supervisors does not normally receive incoming call traffic unless it has been programmed as a secondary
split to be queued to in a Call Control Vector (CCV). Refer to Call Control Vector - ACD [C-108A] for more
detailed information. All aspects of an agent split, such as call waiting indication and queuing, also apply to a
split of supervisors.
OPERATING PROCEDURE
For additional reading please see the note for “The Supervisor Concept” in Splits - ACD [S-91A].
SERVICE CONDITIONS
1. This feature is released since the PBX software Series 7400 and the ACD software R3.
2. Assistance and emergency calls with this feature can not be taken by the supervisor in Work Mode or Break
Mode (Assistance and emergency call to a individual supervisor can be taken by supervisors in those
modes).
3. The followings are differences between assistance/emergency requests to an individual supervisor and
those to a split of supervisors. See Assistance - ACD Agent - ACD [A-34A] and Emergency/Recorder -
ACD [E-6A] for more details,
4. CCV data programmed for a pilot number of a split of supervisors as the destination of Assistance call or
Emergency call is as follows. See Assignment of ACD CCV Data in Chapter 7.
• STEPn Queue Assign, Conditional Queue Assign, Goto
• STEPn+1 Pause (Valid for CCV data for Assistance only)
• STEPn+2 End CCV
5. Since DAY/NIGHT CLASS OF SERVICE [D-15] cannot be used for the split of supervisors, do not set the
data that ACD call excluding Assistance and Emergency calls terminated to the split directly.
6. When using dictation trunk for EMERGENCY/RECORDER, recording starts from the moment the call
terminates to the supervisory position (It is not recorded while the call is in queue).
Destination
Service
Individual Supervisor Split of Supervisor
Assistance-ACD Agent Assistance call terminates to PBX
line for the supervisor
Assistance call terminates to the
pilot number of the split
Emergency/Recorder Emergency call can be distributed to
the supervisor in Work Mode/Break
Mode.
Emergency call can not be
distributed to the supervisor in Work
Mode/Break Mode.