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NDA-24282 (E) CHAPTER 5
Page 275
Revision 1.0
NIGHT SERVICE - ACD
N-12A NIGHT SERVICE - ACD
GENERAL DESCRIPTION
This feature provides alternate routing for calls destined for a particular split. When Night mode is in effect for
a split and a call attempts to queue to that split, the call is routed to a programmed pilot number (night pilot
number), used by the split, instead of being queued. At this point, the call is handled by the Call Control Vector
(CCV) of the new pilot number. Refer to Call Control Vector - ACD [C-108A] for related information. Night
mode is invoked manually by pressing the NIGHT key, or automatically by the MIS.
OPERATING PROCEDURE
[Manual Change-over]
Night Mode Engage:
1. The supervisor presses the NIGHT key while logged onto the ACD system.
2. ENTER NIGHT/FWD? is shown on the display and the agent presses 1# to confirm entering Night mode.
3. At this point, the split goes into Night mode, the NIGHT lamp is lit at all the positions in the split, and
incoming calls are routed to the night pilot number programmed from the ACD Screens.
Night Mode Cancel:
1. Night mode may be canceled by pressing the NIGHT key again. EXIT NIGHT? is shown on the display and
the agent presses 1# to confirm entering Day mode.
2. At this point, the split exits night service and the NIGHT lamp is extinguished at all the positions in the
split.
[Automatic Change-over]
Automatic change-over from Day mode to Night mode and vice versa is accomplished from the MIS system.
See the manual described on the MIS functions.
Note:
MIS cannot change split from day to night mode when night pilot involves a week schedule.
SERVICE CONDITIONS
1. The pilot number used for Night mode cannot contain a “*” or a “#”.
2. The pilot number for Night mode may invoke either a Week Schedule or a CCV.
3. The NIGHT lamp shows the current night status regardless of whether the night status was changed
automatically or manually.
4. When a call attempts to queue to a split using a Queue to Split instruction in a CCV and the split is in Night
mode, the Night mode routing for the split is only followed if the split is the primary split for the call. If the
split is a secondary split, the Queue to Split instruction is skipped. A primary split is the split specified in
the first queuing instruction in a CCV. Splits specified in subsequent queuing instructions in the CCV are
referred to as secondary splits.