NEC 2400IMX system manual 92A Logoff Warning ACD, Acdspl

LOGOFF WARNING - ACD

L-92A LOGOFF WARNING - ACD

GENERAL DESCRIPTION

This feature is programmed on a per-split basis via the ACDSPL MAT command. When a split is marked for Logoff Warning agents will receive the display “LOGOFF WARNING” for a few seconds if they try to logoff while there are still calls in queue. In order to actually logoff the agent must press the Logoff Key a second time after having received the warning message. In other words, the warning message is intended to encourage the agent to continue taking phone calls and, in fact, the agent remains logged on if the key is pressed only one time.

A value is set for the Logoff Warning feature from 1 to 9 or ALL. The value 1~9 describes the maximum number of agents still logged onto the split when the warning is given. If the setting is at 5 then only the last five agents to logoff from the split will be given the warning message.

The “LOGOFF WARNING” display is shown only when the number of callers waiting in queue for the agent’s split is greater than or equal to the number of agents still logged on in addition to the value set for Logoff Warning. That is, if the setting is at 5 and there are five agents logged on but only three calls are in queue then an agent will be allowed to logoff and will not receive the warning message. In fact, two agents may logoff and neither will receive the message. However, when there are only three agents remaining and three calls in queue, if one of those agents attempts to logoff the warning will be provided.

SERVICE CONDITIONS

1.For multi-split agents the logoff warning is calculated for each split that the agent is a member. If any split falls into the logoff with warning threshold then the warning will be provided and the agent’s logoff will be restricted. No indication is given as to which split or splits has remaining calls to be answered.

2.When an agent wishes to logoff when Logoff Warning is enabled it will be required that the agent press the LOGON/LOGOFF KEY two times in succession (no intervening keypresses) and that there must be at least a 2 second pause between the two keypresses.

This should ensure that the agent was given an opportunity to see the “ LOGOFF WARNING” display and has chosen to ignore it and logoff anyway.

PROGRAMMING

ACDSPL -

LOGOFF WARNING CRITERIA: Assign the threshold value (necessary number of agents logged onto the split) for LOGOFF WARNING.

0 = LOGOFF WARNING is out of service

1-9 = Maximum number of agents to be logged on

ALL = Number of agents equal to or less than the number of calls in queue

CHAPTER 5	NDA-24282 (E)
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Revision 1.0