NEC 2400IMX system manual 85A Tally Required ACD, Require Tally Per Call

TALLY REQUIRED - ACD

T-85A TALLY REQUIRED - ACD

GENERAL DESCRIPTION

This feature is programmed on a per-split basis via the ACDSPL command. When a split is marked for Tally Required an agent will not be able to answer a new incoming ACD call until a Tally entry has been made for the previous call. If an agent attempts to enter the Ready Mode to receive a new call but has not yet entered a Tally Code from the previous call a message will display “TALLY NEEDED” for a few seconds.

The Per-Call Tally field on the ACDSPL command may be set independently for each split in the ACD. Even if an agent is using the multi-split agent feature the per-call tally feature will be checked as each call is assigned based on the split that call is coming from. The Tally Code may be entered while the call is in progress or during the after-call work mode. If the after-call work mode is timed and the timer expires before the Tally Code has been entered a Permanent Work Mode will result (The key lamp status is changed from flash to steady light). Once in Permanent Work Mode an agent will be required to press the Work Key in order to receive the next incoming call and, of course, this will only be effective after the required Tally Code has been entered.

SERVICE CONDITIONS

1.Agents who are determined to get around the requirement of entering a Tally Code after each and every call may find that they are not even allowed to logoff the ACD system until they have entered a tally code for the most recently completed call. This is not a bug. The “TALLY NEEDED” display will serve as a strong reminder to the agent that they have not yet completed the requirements for the previous call.

2.An agent is not permitted to go to Break Mode until a requiredTally Code has been entered for the previous call. The usual display will remind the agent that the tally code is still needed.

3.Tally-Oh codes to Force Logoff a position will work even though a final Tally Code has not been entered.

4.Even though Tally Codes are required it is still possible for counts of Tally Codes and calls handled to differ. There are a few reasons for this, not the least of which is that multiple Tally Codes for a single call are always permitted.

5.When the communication with the ACD call ends without Tally Code entry, the position forced into Work Mode. At that time, WORK/BREAK/LOGOFF key is ineffective and the LCD display shows “TALLY NEEDED”. Operation for the status change to Ready Mode, Break Mode, Logoff using IVR is also ineffective.

6.This feature is not available when programming to restrict the Work Mode (ACDSPL, WORK MODE RESTRICTED).

7.When the communication ends withoutTally Code entry, the agent position goes into the Work Mode even if the after-call work mode is Unavailable.

PROGRAMMING

ACDSPL -

Require Tally Per Call.

NDA-24282 (E)	CHAPTER 5
	Page 305
	Revision 1.0