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CHAPTER 5 NDA-24282 (E)
Page 276
Revision 1.0
NIGHT SERVICE - ACD
5. When a call attempts to queue to a split using the Conditional Queue to Split instruction in a CCV and the
split is in Night mode, the Conditional Queue to Split instruction is skipped.
6. When alternate routing is required by a split, Call Forwarding - Split - ACD [C-127A] may be used to
provide a more dynamic choice of the pilot number used for the new routing.
7. When a split enters Night mode automatically, using the MIS, Call Forwarding - Split - ACD [C-127A] is
canceled.
8. For multi-split positions the NIGHT key activates night mode for the agent’s attribute split only. The
attribute split is the first split assigned for the agent’s logon ID. Refer to Multi-Split Agent - ACD [M-90A]
for related information.
PROGRAMMING
Step 1: ACDPLT - ALTERNATE NIGHT CCV:
INDEX: CCV index number to be routed in the night mode
STEP: CCV step number to be routed in the night mode
Step 2: ACDSPL - Assign the pilot number of the Night mode destination.
DIR NUMBER NIGHT: 5 digits maximum
Step 3: AKYD - Assign “Night” key to a supervisory position when DAY/NIGHT mode is changed over
by the supervisory position.