NEC 2400IMX system manual 79A Multiple Supervisor Groups Splits ACD

MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD

M-79A MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD

GENERAL DESCRIPTION

Multiple supervisors can be grouped together to form a split when it is necessary for more than one supervisor to serve a split of agents. Assistance and emergency requests can be routed to a split of supervisors, but a split of supervisors does not normally receive incoming call traffic unless it has been programmed as a secondary split to be queued to in a Call Control Vector (CCV). Refer to Call Control Vector - ACD [C-108A]for more detailed information. All aspects of an agent split, such as call waiting indication and queuing, also apply to a split of supervisors.

OPERATING PROCEDURE

For additional reading please see the note for “The Supervisor Concept” in Splits - ACD [S-91A].

SERVICE CONDITIONS

1.This feature is released since the PBX software Series 7400 and the ACD software R3.

2.Assistance and emergency calls with this feature can not be taken by the supervisor in Work Mode or Break Mode (Assistance and emergency call to a individual supervisor can be taken by supervisors in those modes).

3.The followings are differences between assistance/emergency requests to an individual supervisor and those to a split of supervisors. See Assistance - ACD Agent - ACD [A-34A]and Emergency/Recorder - ACD [E-6A]for more details,

Destination	Individual Supervisor	Split of Supervisor
Service
Assistance-ACD Agent	Assistance call terminates to PBX	Assistance call terminates to the
	line for the supervisor	pilot number of the split
Emergency/Recorder	Emergency call can be distributed to	Emergency call can not be
	the supervisor in Work Mode/Break	distributed to the supervisor in Work
	Mode.	Mode/Break Mode.

4.CCV data programmed for a pilot number of a split of supervisors as the destination of Assistance call or Emergency call is as follows. See Assignment of ACD CCV Data in Chapter 7.

•	STEPn	Queue Assign, Conditional Queue Assign, Goto
•	STEPn+1	Pause (Valid for CCV data for Assistance only)

• STEPn+2 End CCV

5.Since DAY/NIGHT CLASS OF SERVICE [D-15] cannot be used for the split of supervisors, do not set the data that ACD call excluding Assistance and Emergency calls terminated to the split directly.

6.When using dictation trunk for EMERGENCY/RECORDER, recording starts from the moment the call terminates to the supervisory position (It is not recorded while the call is in queue).

CHAPTER 5	NDA-24282 (E)
Page 266
Revision 1.0