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CHAPTER 5 NDA-24282 (E)
Page 282
Revision 1.0
PILOT NUMBERS - ACD
P-40A PILOT NUMBERS - ACD
GENERAL DESCRIPTION
Pilot numbers are the access codes to ACD functions. They are programmed into the PBX-side database
according to the numbering plan in effect for the system. Pilot numbers do not correspond to any line
appearances, either physical or virtual, in the system. No physical equipment is required to assign a pilot
number.
Although pilot numbers are often thought of as ringing into a particular split, pilot numbers are associated with
a Call Control Vector (refer to Call Control Vector - ACD [C-108A]) which in turn controls the handling of the
ACD call. Since most Call Control Vectors will present a call to a split as one of their first functions, the pilot
numbers appear as if they are connecting the ACD call to a split.
An ID can be associated with a pilot number. This ID will be displayed at an agent’s position when the agent
accepts a call that entered the system via that pilot number. An example of this display is TECH SUPPORT.
Refer to Calling Party Identification - ACD [C-70A]” for related information.
If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot number
to transfer the call to an agent in another split, the transferred call will be identified by the ID associated with
the former pilot number. If an ID is not associated with the former pilot number, the call will be identified by
the ID associated with the latter pilot number. For example, an agent in Split A receives a call via a pilot number
with an associated ID of “SERVICE”, resulting in SERVICE being displayed at the agent’s position. The agent
uses a pilot number to transfer the call to Split B. Split B has an associated ID of “PARTS”. The agent who
receives the transferred call in Split B will have PARTS n displayed at his position. If an ID was not associated
with the original pilot number, the agent in Split B will have PARTS displayed at his position.
SERVICE CONDITIONS
Only the digits “0” to “9” may be used (“*” and “#” are not allowed) with a minimum of two digits and a
maximum of five digits in each Pilot Number.
PROGRAMMING
Refer to Assignment of ACD Monitor Number in Chapter 7.