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CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES
NAP-215-102
Sheet 2/2
Call Distribution to Agents
Answering by ACD agent positions.
• Check that conversation can be held normally after answering.
Release at ACD agent positions.
• The agent positions should not be in the Automatic After Call Work mode.
Check that the calls are distributed in the incoming order.
Apply the test procedure above to all splits.
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