CALL CONTROL VECTOR - ACD
c.No Calls Accepted
The split will not accept any call that is directed to the split by a Conditional Queue to Split instruction. The split will only accept calls that are presented through a Queue to Split instruction.
A call can only be queued to four splits, simultaneously. If a call encounters a Conditional Queue to Split instruction and the call is already successfully queued to four splits, the call will be connected to an agent in the target split, if an agent is available. If an agent is not available, the call will not be placed in the queue for that split. The call will be handled by the next step in the CCV.
When a Conditional Queue to Split instruction points to a split that is either in Night Mode or forwarded, the call will be handled by the next step in the CCV.
3.DEQUEUE #n
This instruction removes a call from a specified queue or from all the queues in which the call cur- rently resides.
4.IF NOT QUEUED GOTO CCV #x STEP #y or BUSY
This instruction provides an alternate routing option if a call cannot be queued for one of the following reasons.
a.The target split of a Queue to Split instruction has a full queue.
b.The target split of a Conditional Queue to Split instruction does not satisfy the preimposed condition.
c.The call is already successfully queued to four splits.
d.The target split of a Queue to Split instruction is in Night Mode or forwarded, and the call is already queued to other split(s).
e.The target split of a Conditional Queue to Split instruction is in Night Mode or forwarded.
If none of the above reasons exists, then alternate routing is not implemented and the call will be handled by the next step in the CCV.
If one of the above reasons exists, then alternate routing is implemented in one of the following manners.
a.If a CCV number and a step number are included in the If not Queued instruction, then processing will continue at the specified CCV number and step number.
b.If a CCV number and a step number are not included in the If not Queued instruction, and the call is not queued to other split(s), then busy tone will be returned to the calling party. The CCV processing will be halted, and the calling party must hang up.
c.If a CCV number and a step number are not included in the If not Queued instruction, and the call is queued to other split(s), then the call will be handled by the next step in the CCV.
The If not Queued, Goto or Busy instruction will be performed only if it follows a Queue to Split or a Conditional Queue to Split instruction. If it does not follow one of the queuing instructions, the If not Queued, Goto or Busy instruction will be ignored and the call will be handled by the next step in the CCV.
5.PAUSE #n
This instruction delays the processing of the CCV for the specified period of time. During that period of time, the call will remain in the same state it was in when the Pause step was encountered. After the spec- ified period of time has elapsed, the processing of the CCV will resume at the step which follows the Pause step.
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