Filter
Top Products
CHAPTER 5 NDA-24282 (E)
Page 290
Revision 1.0
SPLITS - ACD
S-91A SPLITS - ACD
GENERAL DESCRIPTION
A Split is a basic building block of a call center and is generally thought to consist of a group of agents
performing a similar task, a prioritized queue for incoming callers and possibly a supervisor position to oversee
the caller and agent activity within the split. The supervisor may have a sophisticated statistics program
available to monitor the caller and agent activity which will provide both realtime as well as historical
information.
Many features are provided on a per-split basis and applied equally to all agents in the split or all callers in the
split’s queue. Here is a brief summary of the features available for a split. Most of these are discussed in detail
on their respective pages and are included here for summary information only.
After ACD Call Mode
At the conclusion of each call an agent can be automatically either available or in wrap up mode depending on
this setting. Straightforward key presses at the agent instrument allows individual agents to override this feature
on a call-by-call basis.
Agent Queueing Options * Available since the PBX software Series 7400 and the ACD software R3.
An option exists where the agent’s preference levels can be checked in order to decide which agent should
receive the next incoming call. When preference levels are not being checked then the call will go to the longest
waiting agent. If preference levels are being checked then the agent with the highest preference level is located
and if there are more than one with the same preference level then the longest waiting one will be assigned the
call.
The Agent preference level data for this feature is also used to decide the preference level of incoming ACD call
when using Multi-Split Agent - ACD [M-90A] (Preference levels 1 through 99 (1>99) can be programmed using
“PRIORITY” in ACDLOG command). Therefore, when Multi-Split Agent - ACD [M-90A] is used with this
feature, there are the following conditions.
a. if there are no ACD calls waiting in the queue:
Agent Queueing Options is available for the ACD call to be routed to the split where
Agent Queueing Options is effective (when multiple splits are allowed for Agent Queueing Options,
the agent may have different preference level for each split).
b. if there are ACD calls waiting to be queued in multiple splits:
the agent handles the ACD call followed by Multi-Split Agent - ACD function.
Analog Work Timeout
Analog positions within a split may utilize a different after-call-work timeout than digital station users.
Answer Mode
By default, agent phones may be setup for auto answer which provides zip tone and an automatic connection or
manual answer in which case the agent’s position will ring and the incoming call should be answered in the
normal fashion. Straightforward key presses at the agent instrument allows individual agents to override this
feature on a call-by-call basis.