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CHAPTER 5 NDA-24282 (E)
Page 296
Revision 1.0
STRANDED CALL ROUTING - ACD
S-108A STRANDED CALL ROUTING - ACD
GENERAL DESCRIPTION
A stranded call is defined as a call left unanswered in queue at the time when the last agent in the split logs off
the ACD system. If this call is not queued to any other split which still has agents logged on then it becomes
“stranded” at the moment the last agent logs off and is a candidate for Stranded Call Routing.
Some call centers operate by placing a split into Night Mode some number of minutes prior to their actual
closing time or more precisely prior to the time when the last agent will log off. This will stop new incoming
calls from being queued while the remaining agents handle the calls which are still in queue. The Stranded Call
Routing feature is not affected by Night Mode and will still be invoked to reroute any calls remaining in queue
when the last agent logs off.
When Stranded Call Routing is invoked each caller remaining in queue will be directed to a new Call Control
Vector and step and continue their ACD processing from that new point. Any CCV sequence may be specified
at this time.
OPERATING PROCEDURE
1. A caller remains in queue for the Customer Service split.
2. One agent is still working, handling another call and all other agents have logged off and gone home.
3. The last agent finishes the call and enters After Call Work Mode.
4. After some time, and without answering the last call in queue, this agent logs off the system.
5. Since the caller in queue is only in the Customer Service queue and there are no agents remaining in this
split the caller will be immediately rerouted to the Stranded Call CCV destination specified for this split.
SERVICE CONDITIONS
Assist and Emergency calls will not be rerouted by the Stranded Call Routing feature.
PROGRAMMING
ACDSPL
CCV index number for Stranded Call Routing (1-900)
CCV step number for Stranded Call Routing (1-20)