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CHAPTER 5 NDA-24282 (E)
Page 292
Revision 1.0
SPLITS - ACD
Do Not Disturb Mode
When a split is unstaffed it operates in a Do Not Disturb Mode. Calls may be either allowed or restricted from
queueing during this mode.
Emergency Destination
A destination to receive calls when an agent presses the Emergency Key can be specified for each split.
Emergency Recorder
A recording device can be specified to record calls in the event of an emergency. The agent must operate the
Emergency Key before a call can be recorded.
Headset Jack Out Mode
When an agent’s headset jack is removed from the telephone this can either automatically log the agent out or
place the agent in break mode. Additionally the agent will have keys available to effect either of these conditions
as well.
Hot Split
When a split is specified as a Hot Split then all ACD positions which are programmed for that split are
automatically logged on when the ACD is initialized. This is most useful for ports which are typically staffed
with machines like dictation equipment, answering machines, voice mail, etc.
Logoff Warning * Available since the PBX software Series 7400 and the ACD software R3.
When logoff warning feature is enabled agents will receive a visual display and their logoff key will be ignored
(one key press only is ignored) if an agent attempts to logoff while there are still calls in queue.
Logon ID
Agents are expected to use a logon ID to gain access to an ACD position. It is via this ID that the ACD becomes
aware of what kind of calls should be assigned to this position.
Queue depth
The number of calls waiting to be answered in a split’s queue can be limited as an absolute value or as a
percentage based on the number of agents logged in and working. Of course the limits can be set to such a level
as to be virtually unlimited.
Monitor Me Destination
A destination to receive calls when an agent dials the Monitor Me code can be specified for each split. A
supervisor is alerted to the agent’s request for monitoring and should commence a silent monitor to that station.
Night Destination
A destination pilot number can be specified to receive incoming ACD calls when a split goes to Night Mode.