differences among G1/G2/G3, E-11staffed agent
for ACD split, 3-4staffed agents
basis of call management decisions, 3-4check backup command, 3-4conditional branching, 3-11
definition of, 3-4
for non-ACD hunt groups, 3-4goto command, 3-4number of, 3-14
starting a script, 1-5status lamp, 5-11
CALLR-INFO button, 5-12NORMAL button, 5-12
steps
maximum number of, 3-12stop command, 3-14
example, 4-20
neutral vector command, 8-8,A-76success/failure criteria, A-85syntax, A-76
troubleshooting, D-8system parameters
maximum G3iV1.1, N-1G3v2, N-1G3V3, N-2G3V4, N-3
T
tandem switch configuration, 8-9
far end operation, 8-10,8-11far end switch operation, 8-10sending switch operation, 8-10
testing call treatment, 2-16testing vectors, B-7tracking
agents and their skills, F-16calls, F-2
direct agent calls, F-16example
split flow, F-7
for abandoned calls, F-9for call answered
after route to split, F-12by a primary split, F-8by non-primary split, F-8
after route to VDN, F-11by primary split
after route to VDN, F-10
for non-ACD calls, F-17VDN skill preferences, F-17
transfer call management control caller-selected routing, 3-3messaging, 3-3
treating digits as a destination, 5-5,5-6troubleshooting
1,000 step executed, D-15AAS split cannot queue, D-21adjunct
link error, D-18
route cancelled, D-18route failed, D-17
administration change, D-15agent
drops converse, D-19not logged in, D-18
not member of split, D-18receiving phantom call, D-2
all look-ahead interflow attempts accepted, D-2all trunks busy on a quiet system, D-3,D-8alternate audio/music source not heard, D-9ANI digits not passed., D-7
ANI not avail - digits, D-20ANI not avail - table, D-20announcement not heard, D-4,D-7
while waiting for digits, D-5ASA - invalid VDN, D-20ASA - no staffed agents, D-22ASAI transfer converse, D-19audible feedback
lasts longer than the delay interval, D-2longer than delay interval, D-9shorter than delay interval, D-9
AUDIX link down, D-22branch is not made
to the specified step, D-7to the specified vector, D-7
busy step for CO trunk, D-18busy tone, D-8
call apparently answered in wrong order, D-5call cannot be queued, D-16
call does not enter queue or terminate to agent, D-4,D-5
call dropped, D-8,D-15
call dropped by vector disconnect timer, D-15call stuck in converse, D-10
caller information button denied, D-6collect
announcement
not heard, D-11
not heard and first collected digit incorrect, D-6
collect step and announcement skipped, D-5converse
drop during data, D-19no ANI digits, D-19no prompt digits, D-19
