Dial Out Of An ACD Queue allows callers in an ACD path to dial out during a RAD message, or between RAD messages, if they cannot hold for an agent to answer. This feature could be used in situations such as an emergency medical call center where callers need to be able to connect to an extension without waiting for a RAD message to finish playing.
The caller's exit from the ACD path is captured in ACD reporting. The following examples show the report format:
07/25 04:16P 00:00:05 T099 004 7600 7701 6137455525 7600
07/25 04:15P 00:01:28 T099 *** P088 010 P088I 6137455525 7600
07/25 04:15P 00:00:04 T099 004 7600 7702X P088 6137455525 7600
Sufficient DTMF Receivers must be available to handle the extra demand generated by this feature. The number of DTMF Receivers required is dependent on several variables including:
the number of available trunks,
the volume of calls, and,
the length of each RAD message.
The extra demand generated by this feature can be minimized by providing dial out capability during the first RAD message only in the ACD Path Interflow Dialing Lists form.
These two forms can be programmed in any order.
In the ACD Path Interflow Dialing Lists form:
Enter the destination Directory Numbers that are dialed when a caller presses a programmed digit during a RAD message.
Note: The maximum number of digits for destination Directory Numbers is seven. For longer Directory Numbers, the destination Directory Number can be programmed as a Speed Call to provide a lengthier digit string.
Ensure that the digits and destinations programmed match the information specified in the RAD messages.
In the ACD Paths form:
Set the DTMF Receiver Unavailable Action to:
Play RAD if the RAD message is to be played and the call will continue without the capability to dial out of the path during the recording.
Skip if the RAD message is not played and the call will continue without the capability to dial out of the path during the recording.
Divert if the call is to be diverted to the destination defined by the DTMF Receiver Unavailable Answer Point Directory Number field.
Note: If you are selecting the Divert option, enter a destination value into the DTMF Receiver Unavailable Answer Point Directory Number field.
For each recorded announcement, reference the appropriate instance in the Path Assignment Dialing List field of the ACD Path Interflow Dialing Lists form
Set the Release Digit Receiver After Recording field to Yes or No. If this field is set to Yes for a particular recording, callers can dial out during the RAD but not once it has finished. If the field is set to No, then the caller will be able to dial out following completion of the RAD too. This capability remains available until a recording with different programming is played, the call is answered, or the caller clears the line.
To dial out of an ACD queue, press the digit(s) specified in the RAD.