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NDA-24282 (E) CHAPTER 5
Page 273
Revision 1.0
MULTI-SPLIT AGENT - ACD
An agent, in multi-split mode, whose logon ID allows a list of specific splits can log on at a position that allows
a single specified split (where the split matches one of the allowed splits in the agent’s logon ID list) or at a
position that allows any split. In both cases, the agent will automatically be allowed to handle calls from every
split in the agent’s logon ID list. As an example, the agent’s logon ID list allows splits 2, 5 and 8. The agent logs
on at a position that allows Split 5. The agent will be allowed to handle calls from splits 2, 5 and 8. The same
agent logs on at a position that allows any split. The agent will be allowed to handle calls from splits 2, 5 and 8.
The agent’s split defaults, such as the after-call mode and the answer mode, will be the defaults associated with
the agent’s logon ID attribute split. The attribute split is the first split in the list of allowable splits.
The
CW
lamp (Call Waiting), for an agent in multi-split mode, reflects the status of every split that the agent is
servicing. The
CW
lamp serves as a visual indication for changes in the depth of each split queue. Thresholds
for each split queue, based on the quantity of calls in the split queue, are programmed to force the
CW
lamp to
light or flash. There are two separate thresholds. Please refer to Call Waiting Indication - LCD Display/CW
Lamp - ACD [C-68A] for related information. Since the
CW
lamp is related to multiple splits, the lamp is used
to indicate the most “severe” case at any given time. For example, the
CW
lamp reflects the status of the first
split that has either reached a threshold, the first to reach a higher threshold (flashing), or the status of the split
which has exceeded a threshold by the greatest amount of calls.
The
NIGHT
lamp, for an agent in multi-split mode, reflects the night mode of the attribute split. The agent is
allowed to put the attribute split into Night mode, or remove the attribute split from Night mode.
Table below summarizes the valid combinations of an agent’s split mode, the splits allowed to the agent, and
the splits allowed to the position. Recall that a logon ID which allows the agent to operate in multi-split mode
and service any split is not permitted. The intersection of the rows and columns presents the split mode in which
the agent will operate and the split or splits the agent will service (indicated with lower-case letters in
parentheses; (a), (b), (c), (d)).
Table 5-5 Valid Logon ID/Position Combinations
Agent’s Logon ID-ACDLOG
Split Mode - single split or multi split:MULTS=0/1
Allowed Splits - List (a, b, c, d) or Any Split:SPLIT
Position’s Allowed
Splits-ACDPSN
Single-Split List
(a, b, c, d)
Single-Split
Any Split
Multi Split List
(a, b, c, d)
Single (a):SPLC=1 Single (a) Single (a) Multi (a, b, c, d)
Any:SPLC=0 Single (a, b, c, d) Not Allowed Multi (a, b, c, d)