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CHAPTER 4 OFFICE DATA DESIGN
(3) The following operation codes (OP-CODE) are not available for OAI system when OAI and ACD sys-
tem are used together in the same FCCS Network. See AOKC command in Chapter 6 for details.
MSF (F-KIND=1): OP-CODE=185~191
TMF (F-KIND=2): OP-CODE=248~255
(4) Proper number of connection trunk must be prepared to prevent the traffic congestion. When all the
connection trunks are busy, ACD incoming calls cannot be provided with the alternate route by AFRFL
command. In case of such a situation, program the CCV step as shown below. Using this data setting,
ACD calls distribution to transfer to another agent position is available using the alternate routing func-
tion.
Transfer (CCVACT=5) is assigned at CCV step 20.
The system is designed to select the alternating route assigned in step 20 automatically in case of
the connection trunk all busy.
CCV for ACD Calls Transfer (in case of Traffic Congestion)
(5) A maximum of 4 nodes can be connected as “tandem” nodes providing the OAI FCCS services.
Example: Tandem Connection over FCCS Link (Agent Anywhere network)
(6) Back-up UCD data programming is necessary when the monitor number is used in the node providing
no ACDP.
CCV step CCVACT Remarks
1 Queue Assign
2Pause
3 Announcement
4 End CCV
Be sure to assign “End CCV” by CCV Step 19 so that the call proceeded in right or-
der is not processed with CCV step 20 “Transfer”.
:
:
20 Transfer
Examples of alternating route (dialed number of the transfer destination)
• Monitor Number in the self-node
• Monitor Number in the remote node via outgoing trunk route
FCCS
FCCS
FCCS
Agents
Node A
Agents
Node C
Agents
Node D
Agents
Node B
ACDP1
MIS
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