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NDA-24282 (E) CHAPTER 5
Page 289
Revision 1.0
RING DELAY - ACD
R-145A RING DELAY - ACD
GENERAL DESCRIPTION
This feature is programmed in a Call Control Vector (ACDCCV) using the Ring Delay step followed by a
parameter of from one to 15 seconds. Once a call has traversed a Ring Delay step then the ring delay feature will
be applied to that call when it ultimately connects to an agent.
The effect of the Ring Delay feature on a call is that once an agent has been selected to receive this call there
will be a delay in connection of up to 15 seconds. This delay is intentionally inserted to provide a window during
which a host computer could paint information on the agent’s screen which is pertinent to the call. The Host
Computer is allowed to shorten the Ring Delay cycle by sending an appropriate Infolink command to the ACD.
This message (IHx) will cause the call to immediately ring through to the agent’s position.
SERVICE CONDITIONS
1. The accuracy of the timing on the Ring Delay feature is +/- 2 seconds.
2. For a Ring Delay step in a CCV to be effective it must appear before the Queue To (Queue Assign or
Conditional Queue Assign) step, otherwise the Ring Delay step may not be reached if calls ring in and go
directly to a waiting agent.
3. When the agent position is turned into the Work Mode or Break Mode while on Ring Delay step, the
position goes in Work Mode or Break Mode after the communication ends as in the manner that the position
presses the WORK/BREAK key while handling the ACD call (The ACD call is terminated to the position
after Ring Delay step as normal processing).
4. When the call is distributed to execute more than one Ring Delay step, Ring Delay step which is
programmed the longest time will be executed.
5. While RING DELAY is executed, the MIS displays “READY”. The call abandoned during Ring Delay step
is counted as “Abandoned Call before Announcement”, “Abandoned Call after the First Announcement”,
or “Abandoned Call after the Second Announcement” in the static report.
PROGRAMMING
ACDCCV -
CCV ACTION: Ring Delay
ARGUMENT: 1-15 seconds