# Dial Out of an ACD Queue

## Description

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

## Conditions and Feature Interactions

- 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.

- If a RAD is in "Do Not Disturb" or "Out of Service" state, Dial Out of an ACD Queue is enabled only if Release Digit Receiver After Recording (in the Call Coverage Services form) for that RAD is set to No.

## Programming

These two forms can be programmed in any order.

1. ACD Path Interflow Dialing Lists form

- Enter the destination Directory Numbers that are to be 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.

1. Ensure that the digits and destinations programmed match the information specified in the RAD messages.

2. ACD Paths form

- For each recorded announcement, reference the appropriate instance in the Recording n: Path Interflow Dialing List field programmed in step 1.

- Set the DTMF Receiver Unavailable Action field to:

- 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.

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 Recording n: Path Interflow Dialing List field.

3. Call Coverage Services form

4. 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.

## Device Support

Not applicable

## Operation

To dial out of an ACD queue and reach a particular destination, press the required digit as specified in the RAD message.