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CHAPTER 5 NDA-24282 (E)
Page 274
Revision 1.0
MULTI-SPLIT AGENT - ACD
The splits allowed to a position or an agent can be changed by using the ACD MAT, the MIS, or a Supervisor
Tally-Oh Code. These changes can be implemented while agents are logged on at positions. The impact on the
agent’s call handling and the agent’s ability to log on at the same position in the future are described by the two
general statements which follow.
1. If the changes to the splits allowed the position and/or the splits allowed the agent produce a situation which
is not a valid combination, the agent will be allowed to continue handling calls as before until the agent logs
off.
2. If the changes to the splits allowed the position and/or the splits allowed the agent produce a situation which
is not a valid combination, the agent will not be allowed to log on at the same position after the agent logs
off.
OPERATING PROCEDURE
This feature is implemented through ACD MAT assignments. The three critical areas which underpin the feature
are:
1. The split mode of the agent, which is part of the agent logon ID, is programmed on an agent basis.
2. The splits that an agent can service, which is part of the agent logon ID, is programmed on an agent basis.
3. The splits allowed at a position are programmed on a position basis.
PROGRAMMING
ACDLOG -
SPLIT: Split no. which an agent belongs to (1-250)
four splits - when using PBX software R4~Series 7300 and ACD software R1, R2
sixteen splits - since PBX software Series 7400 and ACD software R3
PERFORMANCE: Priority order to handle ACD calls terminated to each split (1-99)
When the priority is not taken, assign all “1” here.
MULTI-SPLIT: Multi Split or Single Split