The ACD Paths form is used to configure ACD paths. The path contains the information necessary to move an incoming call through the ACD system. It specifies the resources used, the order in which they are encountered, and the timing of the steps.
Use this form when programming the following:
|
Parameter |
Description |
Default Value |
|
Path Directory Number |
This field is similar to the hunt group number in the system. Enter a number from 1 to 7 digits in length. |
Blank |
|
Local-only DN |
Allows you to specify the Path Directory Number as a local-only directory number in a cluster. This field only appears in the form if your system has been migrated to support Remote Directory Number Synchronization. |
Not Selected |
|
Path Name |
System-generated, protected field. Displays the telephone directory name for the path directory number. This field is up to 20 characters long. |
|
|
Path Reporting Number |
The path reporting number is a mandatory, programmable field that specifies the path number of the agent skill group. It is a required field for SMDR. The path reporting number must be a unique 3-digit number in range of 1 to 999. |
Blank |
|
Path Options |
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Enter a number in the range of 1 to 64 to denote priority for this path, with number 1 having the highest priority. |
64 | |
|
Primary Agent Skill Group ID |
Enter a number 1 to 7 digits in length. This field specifies which agent skill group ID will first receive the ACD calls on this path.
|
Blank |
|
These fields specify when this recording starts relative to the end of the last recording (recording 1: relative to when the caller enters the path). Enter a delay time in minutes and seconds. The maximum delay time is 54 minutes, 0 seconds. Recording 2: recording 1 must also be programmed. Recording 3: recordings 1 and 2 must also be programmed. Recording 4: recordings 1, 2 and 3 must also be programmed. |
Blank | |
|
Blank | ||
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Enter a number 1 to 7 digits in length. This number must be the directory number of a RAD or RAD group. |
Blank | |
|
Audio Source: Select the audio source for Recording n:
Embedded Music Source:
Alternative Recording Device:
In order to program additional recordings for either an embedded music source or an ARD, the preceding recording must be programmed. For example, to program
|
None | |
|
Recording n: Path Interflow Dialing List |
Leave blank, or enter a number from 1 to 32. Blank: Digits dialed during this recording and up to the start of the next one are ignored unless a previous recording offered dial-out access and the receiver has not been released. In the latter case, any digit pressed is processed as programmed against the most recent earlier recording which offered dial out capability. 1-32: Index to an instance of the ACD Path Interflow Dialing Lists form. |
Blank |
|
Recording n: Release Digit Receiver After Recording |
Enter "Yes" or "No". Yes: Digit receiver (if any), will be released when this recording completes. No: Digit receiver (if any) will not be released when this recording completes. The caller may still dial out of the path as prompted on this RAD even after the RAD completes. |
No |
|
Enter Yes or No. |
No | |
|
This field is mandatory if Yes is specified in the Repeat Last Recording Enabled field. Enter a time in the range of 0 to 54 minutes. |
| |
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This field is mandatory if Yes is specified in the Repeat Last Recording Enabled field. Enter a time in the range of 00 to 59 seconds. |
| |
|
Overflow 1 Agent Skill Group ID |
Enter a number 1 to 7 digits in length. |
Blank |
|
Overflow 2 Agent Skill Group ID |
Enter a number 1 to 7 digits in length. |
Blank |
|
Overflow 3 Agent Skill Group ID |
Enter a number 1 to 7 digits in length. |
Blank |
|
Enter Yes or No. |
No | |
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Enter a time in the range of 1 to 54 minutes. This field cannot be left blank if Interflow Enable is set to Yes. |
| |
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Enter a time in the range of 0 to 59 seconds. This field cannot be left blank if Interflow Enable is set to Yes. |
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Specifies the directory number of the interflow destination. Valid interflow destinations are stations, attendant consoles, ACD paths, hunt groups, ring groups, system speed calls, RADs and RAD groups. RADs and RAD groups as interflow point directory numbers are treated as auto-attendants.
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| |
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Allow Overflow to Interflow Before Time Out |
Enter Yes or No. |
No |
|
Specifies the directory number of the destination that new ACD calls are routed when the path is unavailable. Valid destinations are stations, attendant consoles, ACD paths, hunt groups, ring groups, system speed calls, RADs and RAD groups. RADs and RAD groups as interflow point directory numbers are treated as auto-attendants. If this field is not programmed, the default handling for an unavailable path is to drop external callers, and restart internal callers. RADs and RAD groups programmed as path unavailable answer points are treated as night RADs. |
| |
|
Path Real Time Events Enabled |
Enter Yes or No. |
No |
|
Interflow To This Path Uses This Path Priority |
When this filed is set to Yes, calls that interflow to this path adopt the priority of this path. |
No |
|
DTMF Receiver Unavailable Action |
Specifies the desired behavior when dial out from a RAD is programmed but no DTMF Receiver can be seized to enable that functionality. Choices are: Play RAD: plays the RAD although the caller may be prompted with the option to dial out. Skip: Don't play the RAD but leave the caller in the path. Divert: Divert the caller to the number programmed in the DTMF Receiver Unavailable Answer Point Directory Number field. |
Play RAD |
|
DTMF Receiver Unavailable Answer Point Directory Number |
Enter the desired directory number. For numbers longer than 7 digits, program this field as a speed call.
|
Blank |
|
Agent Skill Group Overflow Timer Minutes |
Set the overflow timer for the agent skill group by selecting the minutes (0 to 54) and seconds (0 to 59) from the drop-down menus. This timer sets the length of time that an ACD call remains queued to the group before it overflows to the next group.
|
9 |
|
Agent Skill Group Overflow Timer Seconds |
00 | |
|
Predictive Overflow - Average Call Duration Minutes |
Select the average call duration (average agent talk time plus work timer) by selecting the minutes (0 to 54) and seconds (0 to 59) from the drop-down menus. The system users this call duration to calculate whether a caller should immediately overflow to the next agent skill group. If you set both fields to Blank, the system disables predictive overflow for the agent skill group. |
Blank |
|
Predictive Overflow - Average Call Duration Seconds |
Blank | |
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Remote Agent Group Priority |
An optional, programmable field in the range of 1 to 64, 1 having the highest priority. The value of this field, if not nil, overrides the priority of the path in which the remote cluster agent group is programmed. Calls are presented to agents in order of priority and then call wait time. |
nil |
|
Remote Agent Blocking Timer |
An optional, programmable field in the range of 5 to 60 seconds. This timer is programmed on the distributor system and conveyed to the Remote Cluster Agent by DPNSS, when they become free to accept a to be blocked based on the number of network hops between the distributor and remote system. |
60 seconds |