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CHAPTER 5 NDA-24282 (E)
Page 298
Revision 1.0
TALLY COUNT - ACD
T-49A TALLY COUNT - ACD
GENERAL DESCRIPTION
This feature allows agents to register the occurrences of several specific events using the dial keypad, such as
responses to various advertising method, sales campaigns, or calls from particular locations.
The MIS system is responsible for keeping a record of each event and may keep additional statistics for the
various Tally Count events such as call duration. If a particular Tally Count pertains to a specific phone
conversation that Tally Count will need to be entered either during the phone call itself or during the After Call
Work time following that call and definitely prior to the beginning of the next ACD call. Once the next call has
begun a Tally Count entry at that time would be associated with the new call. There is no way to associate a
Tally Count with a previous call once a subsequent call has begun.
Multiple Tally Counts may be entered for a single phone call.
This feature is activated by the operation of the TALLY key on the agent position.
OPERATING PROCEDURE
1. The agent presses the TALLY key at any time. The displays shows TALLY NUMBER?.
2. The agent enters up to 22 digits from the telephone keypad and presses # when finished.
3. The displays shows TALLY ENTERED, for a short time, and then reverts to the previous display.
4. Pressing the TALLY key a second time before pressing the “#” key cancels the Tally Count feature.
5. All digits must be entered within a 30-second period or the Tally Count feature will timeout. After timeout,
the feature is reset and all digits will have to be reentered.
SERVICE CONDITIONS
1. Tally Count items are entered by pressing one of the dial keypad digits, “0” through “9” (however, leading
digit “0” is not allowed).
2. The length of tally numbers is variable, to a maximum of 22 digits.
3. The “*” key and the “#” key cannot be used as tally numbers since they are used to erase and enter input.
4. The keypad number “0” cannot be used as the leading digit of a Tally Count code.
PROGRAMMING
Program the data followed by the manual described MIS functions.