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NDA-24282 (E) CHAPTER 5
Page 293
Revision 1.0
SPLITS - ACD
Stranded Calls CCV
If there are calls remaining in queue even after the last agent has logged off they will be forwarded automatically
to the Stranded Calls CCV if on has been specified.
Tally Code Required * Available since the PBX software Series 7400 and the ACD software R3.
When per-call tally is enabled an agent is required to enter a tally code for each ACD call received before a new
call will be assigned. The tally code may be entered either during the call or during the wrap up mode.
Work Mode Restriction
The ability for agents to selectively enter the work mode can be restricted. In such an environment agents will
normally be forced to take one incoming call after another or enter the break mode.
Work Mode Timeout
The amount of time allocated for after call work mode wrap up can be set for each split. At the conclusion of
that time period the agent will be automatically placed in the ready mode in order to receive a new incoming
ACD call.
By properly assigning these features each split can customize the method of operation to suit the needs of the
agents and clients. Additionally, it may be advantageous for an agent to be a member of multiple splits at one
time. Please refer to Multi-Split Agent - ACD [M-90A] for additional information.
The Supervisor Concept
The concept of a supervisor or a supervisor position has no formal definition within this ACD. Some of the
traditional ideas of a supervisor are described below and in all cases these features or attributes may be applied
to any agent or agent position.
Can utilize the Performance Appraisal/Silent Monitor feature.
This feature is activated through the use of the MON/BARGE key and is available to any agent position
equipped with such a key. It is not hard to imagine an environment where a senior agent may be responsible for
doing some of the performance appraisals but not be considered the “Supervisor”. Every position may be
equipped with a MON/BARGE key.
Has access to the Realtime and Historical Report MIS Information.
This capability is provided by external computer (PC) equipment. It is a management decision that determines
who will be provided with such computer equipment. We would expect most “Supervisors” to have access but
certainly other individuals may have a need for such information as well.
SERVICE CONDITIONS
Every position in the ACD may be a member of the same split.
PROGRAMMING
Refer to Assignment of ACD Split Data in Chapter 7.