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NDA-24282 APPENDIX B
Page 457
Revision 1.0
FIELD VALUES FOR ACD SCREENS
CCV step One of up to 20 steps in a Call Control Vector. (See ACDCCV
command for details.) Possible steps are listed below.
See below none required
ACTION ARGUMENT DESCRIPTION
Queue To split number Offer the call to the split
Dequeue From split number Stop offering the call to the split
Conditional Queue split number Offer the call to the split if it meets a conditional threshold
If Not Queued Go To CCV index and step If the split queue is full, go to Busy or specified CCV index and
step
Go To CCV index and step Go to the specified CCV index and step
Transfer To 1 ~ 10 Route the call to a number (up to 22 digits)
New Priority priority (1 ~ 250) Change the call’s priority to the specified value
Up Priority amount (1 ~ 250) Change the call’s priority by the specified amount
Announcement number (1 ~ 58) Route the call to an announcement
Hang Up — Disconnect the call
Pause seconds (1 ~ 999) Pause before performing the next step
End — End of CCV
Skip percentage (1 ~ 99) Skip percentage to next step
IVR Announcement number (1 ~ 99) Connect call to IVR for customized announcement
Individual IVR IVR access number Individual IVR port number in a CCV step basis
ETA Less seconds (1 ~ 9999) Do next step if estimated time to answer is less than specified
time
ETA Greater seconds (1 ~ 9999) Do next step if estimated time to answer is greater than specified
time
ETA Less in a split (1 ~127)/ Do next step if estimated time to answer is less than specified
specified split seconds (1 ~ 511) time in a specified split
ETA Greater in a split (1 ~127)/ Do next step if estimated time to answer is greater than specified
specified split seconds (1 ~ 511) time in a specified split
Ring Delay seconds (1 ~ 15) Delay time to start ringing for the next incoming call
Chime
(ACDSPL)
Call Waiting chime that sounds when the call waiting
threshold is met.
On/Off Off required
Conditional
threshold
method
Method for accepting calls into the split:
• No Calls Accepted: no calls are accepted into the queue.
• Agents Available: calls are accepted depending on the
number of available positions.
• Calls in Queue: calls are accepted depending on the num-
ber of unanswered calls in queue.
No Calls/
Agents
Available/
Calls in
Queue
No Calls
Accepted
required
Conditional
threshold
value
Value used in conjunction with the method (described above):
• Agents Available: the number of positions that must be
available before calls will be accepted.
• Calls in Queue: the least amount of unanswered calls in the
queue before calls will be accepted.
1 ~ 250
(Agents
Available)
1 - 699
(Calls in
Queue)
none optional
Table B-1 Field Values for ACD Screens (3/8)
FIELD NAME DESCRIPTION VALUES
DEFAULT
SETTING
REQUIRED
/OPTIONAL