NEC 2400IMX system manual Any Split

MULTI-SPLIT AGENT - ACD

An agent, in multi-split mode, whose logon ID allows a list of specific splits can log on at a position that allows a single specified split (where the split matches one of the allowed splits in the agent’s logon ID list) or at a position that allows any split. In both cases, the agent will automatically be allowed to handle calls from every split in the agent’s logon ID list. As an example, the agent’s logon ID list allows splits 2, 5 and 8. The agent logs on at a position that allows Split 5. The agent will be allowed to handle calls from splits 2, 5 and 8. The same agent logs on at a position that allows any split. The agent will be allowed to handle calls from splits 2, 5 and 8. The agent’s split defaults, such as the after-call mode and the answer mode, will be the defaults associated with the agent’s logon ID attribute split. The attribute split is the first split in the list of allowable splits.

The CW lamp (Call Waiting), for an agent in multi-split mode, reflects the status of every split that the agent is servicing. The CW lamp serves as a visual indication for changes in the depth of each split queue. Thresholds for each split queue, based on the quantity of calls in the split queue, are programmed to force the CW lamp to light or flash. There are two separate thresholds. Please refer to Call Waiting Indication - LCD Display/CW Lamp - ACD [C-68A]for related information. Since the CW lamp is related to multiple splits, the lamp is used to indicate the most “severe” case at any given time. For example, the CW lamp reflects the status of the first split that has either reached a threshold, the first to reach a higher threshold (flashing), or the status of the split which has exceeded a threshold by the greatest amount of calls.

The NIGHT lamp, for an agent in multi-split mode, reflects the night mode of the attribute split. The agent is allowed to put the attribute split into Night mode, or remove the attribute split from Night mode.

Table below summarizes the valid combinations of an agent’s split mode, the splits allowed to the agent, and the splits allowed to the position. Recall that a logon ID which allows the agent to operate in multi-split mode and service any split is not permitted. The intersection of the rows and columns presents the split mode in which the agent will operate and the split or splits the agent will service (indicated with lower-case letters in parentheses; (a), (b), (c), (d)).

Table 5-5 Valid Logon ID/Position Combinations

		Agent’s Logon ID-ACDLOG
	Split Mode - single split or multi split:MULTS=0/1
	Allowed Splits - List (a, b, c, d) or Any Split:SPLIT
Position’s Allowed	Single-Split List		Single-Split	Multi Split List
Splits-ACDPSN	(a, b, c, d)		Any Split	(a, b, c, d)
Single (a):SPLC=1	Single (a)		Single (a)	Multi (a, b, c, d)
Any:SPLC=0	Single (a, b, c, d)		Not Allowed	Multi (a, b, c, d)

NDA-24282 (E)	CHAPTER 5
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