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CHAPTER 17
ACD DATA
1. ACD Data Block (Table
17-1)
1.01
The ACD
Data
Block
(DACM
Program)
assigns the ACD application
to the PERCEPTION
system.
A maximum
of 16 ACD groups
can be
assigned
to each system.
Data for this program
is
entered
as follows:
REQ (Request)-Indicates
that the program
has
loaded.
Three responses
are possible:
NEW-To
create a new Data Block.
CHG-To
alter an existing
Data Block.
OUT-To
delete an existing Data Block.
AGNO (ACD Group
Number)-Assigns
one of the
16 ACD groups.
Enter: 0 - 15.
APNO (ACD Group
Pilot Number)-Identifies
the
ACD Group pilot number.
The system directs all
incoming
ACD calls to this pilot number.
Enter: XXXX = 1-, 2-, 3-, or 4-digit ACD Group
pilot number.
AFSG (After-shift
Group)-Indicates
that the ACD
group
is in after-shift
mode.
In this mode,
the
system
will route all incoming
ACD calls to a
predefined
after-shift
answering
position.
Each
ACD group can be programmed
with one after-
shift answering
position.
To choose
an eligible
answering
position,
enter one of the following:
ATT-Attendant
Console.
NNNN-Station
DN, HuntGroup
Pilot Number,
or another
ACD Group Pilot
Number.
LNNX, TNNX-Announcement
Machine
Port
Number.
NONE-UNA
Bell.
NOTES:
7. When an ACD call attempts
to overflow
to
an ACD group which is in after-shift
mode,
the call willstayat
the originalACD
queue.
2. /fan ACD call is forwarded
from one after-
shiftgroup
toanotherafter-shiftgroup,
the
PROGRAMMING PROCEDURES
SECTION 200-255-317
FEBRUARY 1992
call will be routed to an attendant
instead
of the predefined
answering
position.
This
is designed
in order to prevent
an infinite
looping
of call routing from happening.
OVQT (Overall
Queue
Timer)-Supervises
how
long an incoming
ACD call is supposed
to be
placed
in a first-in-first-out
queue,
before
it is
recalled
to an attendant
position
in the DAY
mode and UNA in the NITE mode, defined for the
ACD group.
There
is a one-second
resolution
time.
Enter: 0 - 600 (second),
where 0 = minimum
time-out
(no time supervision).
600 = maximum
time-out.
ANPT
(Announcement
Pattern)-Provides
an-
nouncements
and music to queuing
ACD calls
after a predetermined
time interval. The system
can be programmed
to provide
flexible
an-
nouncement
patterns,
which can be individually
assigned
to each ACD group. In an ACD applica-
tion where an annoucement
device is connected
to a trunk port (TNNX), calls coming
in via loop
start trunks that are not answered
by the ACD
agents
will not route to the announcement
de-
vice. These
calls will route
to the attendant
console
or UNA. However,
TIE, CSA, DID, and
ground
trunks have disconnect
supervision
that
supports
the announcement
device hooked
up
to TNNX,
thereby
allowing
unanswered
ACD
calls to route to the announcement
device. 'To
program
the Announcement
Pattern,
enter one
or a combination
of the following:
1) When
the system
prompts
Al
(Announce-
ment l),
Enter: LNNX, TNNX, or NONE.
LNNX
and
TNNX
= Announcement
Machine's port number.
NN = Station
PCB number,
X = Circuit
number.
NN = Trunk
PCB number,
X = Circuit
number.
NONE = End.
2) At Ml (Music 1) prompt,
Enter: MOH, SLT, or NONE.
l
MOH = Music-on-Hold.
l
SLT = Silence.
l
NONE = End.
17-1
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