– 5 –
APPENDIX B FIELD VALUES FOR ACD SCREENS
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) Execute next step if estimated time to answer is less than specified
time
ETA Greater seconds (1 ~ 9999) Execute next step if estimated time to answer is greater than
specified time
ETA Less in a split (1 ~ 127)/ Execute 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)/ Execute next step if estimated time to answer is greater than
specified split seconds (1 ~ 511) specified time in a specified split
Ring Delay seconds (1 ~ 15) Delay time to start ringing for the next incoming call
QUEUE greater Split (1~250) Execute next step if the number of calls in specified split queue is
Threshold (0-100) greater than the threshold.
Condition (AND/OR)
Bracket (Not/Used)
LOGON less: Split (1~250) Execute next step if the number of login-agents for specified split
Threshold (1-100) is less than the threshold.
Condition (AND/OR)
Bracket (Not/Used)
READY less: Split (1~250) Execute next step if the number of agents in Ready mode for
Threshold (1-100) specified split is less than the threshold.
Condition (AND/OR)
Bracket (Not/Used)
WORKING- Split (1~250) Execute next step if the number of calls in specified split queue is
AGENTS greater: Threshold (0-500%) greater than the Variable Queue Depth.
Condition (AND/OR)
Bracket (Not/Used)
Chime
(ACDSPL)
Call Waiting chime that sounds when the call waiting
threshold is met.
On/Off Off required
Table B-1 Field Values for ACD Screens (3 of 8)
FIELD NAME DESCRIPTION VALUES
DEFAULT
SETTING
REQUIRED
/OPTIONAL
To Next Page
Loading...
