ACD Paths

This field is similar to the hunt group number in the system. Enter a number from 1 to 7 digits in length.

Blank

Allows you to specify the Path Directory Number as a local-only directory number in a cluster.

See Local-only Directory Numbers and RDN Synchronization for more information.

Not Selected

System-generated, protected field. Displays the telephone directory name for the path directory number. This field is up to 20 characters long.

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

Enter a number in the range of 1 to 64 to denote priority for this path, with number 1 having the highest priority.

64

Enter the Class of Service the path uses when the system is in Day Service mode.

COS of 1st path member if it is a local hot desk agent.

If 1st member is remote or path contains no members, all three COS values default to 1.

If 1st member is a traditional ACD agent, all three COS values default to the agent's COS.

NOTE: All COS fields must be configured; do not leave them blank.

Enter the Class of Service the path uses when the system is in Night1 Service mode.

Enter the Class of Service the path uses when the system is in Night2 Service mode.

Assign a Network Zone ID (1-999) for ACD Paths in time zones different from  their host controller. The system uses this assign zone ID to determine the appropriate time zone offset when applying a Business Schedule for Call Rerouting Always.

With no zone ID assigned to the ACD Path, the system applies the business schedule using the zone ID (and related time zone) assigned to the host MiVoice Business.

Blank

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.

NOTE: This number can be a Remote Directory Number (that is, an agent skill group ID from another element in the cluster). See Path Programming for Clusters.

Blank

Specifies when this recording starts relative to the end of the last recording. For Recording 1, the start is 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.

Blank

Specifies when this recording starts relative to the end of the last recording. For Recording 1, the start is 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.

Blank

Enter a number 1 to 7 digits in length. This number must be the directory number of a RAD or RAD group.

Blank

Select the audio source for Recording n:
None for no audio source. If you select None, the system Music On Hold source that is programmed in the System Access Points form is used between the RADs. If the system Music On Hold source is also set to None in the System Acess Points form, silence is provided between the RADs.
Embedded for multi-music on hold. If you select Embedded, the "Embedded Music Source" field is enabled.
External to use an Alternative Recording Device (ARD) as the music source. If you select External, the "Alternative Recording Device" field is enabled. If you don't program the Alternative Recording Device field before saving your changes, the Audio Source field reverts to None.

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

• 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.

NOTE: External audio sources are NOT supported on server-basedMiVoice Business for Industry Standard Server, MiVoice Business Virtual MiVoice Business platforms.

None

Select the ID number of the desired music file.

NOTE: The AX Controller only supports two embedded audio sources. Source #0 is predefined as Music on Hold. Therefore, you can only assign Source #1 to Tenant Music on Hold or ACD Music on Hold

Enter the ONS directory number to which the desired ARD is attached (programmed in the Analog Sets form. This field accepts an SIP or IP telephone DN.

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

• 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.

Leave blank, or enter a number from 1 to 500.
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.
1-500: Index to an instance of the ACD Path Interflow Dialing Lists form.

Blank

Select Yes to release any digit receiver in use when this recording completes. If the receiver is not released (by selecting No) the caller may still dial out of the path as prompted on this RAD even after the RAD completes.

No

Select Yes to cause the last programmed recording and ARD in the path to play indefinitely (while the caller is queued) with the interval time as specified in the Last Recording Repeat Interval field.

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.

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.

Enter a number 1 to 7 digits in length.

Blank

Enter a number 1 to 7 digits in length.

Blank

Enter a number 1 to 7 digits in length.

Blank

Enter Yes to allow waiting ACD calls to exit ACD and call the specified interflow point directory number.

No

Enter a time in the range of 1 to 54 minutes. This field cannot be left blank if Interflow Enable is set to Yes.

Enter a time in the range of 0 to 59 seconds. This field cannot be left blank if Interflow Enable is set to Yes.

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.

NOTE: If this field is left blank and interflow is enabled, the caller will be dropped.

Select Yes to allow an overflow timeout on the last programmed overflow group. When the timeout occurs,  the waiting ACD call interflows to the interflow point before expiry of the interflow timer.

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.

Select Yes to generate real time statistics for the path. The statistics are then sent out to an RS-232 port.

No

When this field is set to Yes, calls that interflow to this path adopt its priority.

No

Specifies the desired behavior when dial out from a RAD is programmed, but a DTMF Receiver cannot be seized to enable this 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

Enter the desired directory number. For numbers longer than 7 digits, program this field as a speed call.

NOTE: This field an only be set if the DTMF Receiver Unavailable Action field is set to "Divert".

Blank

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.

• Primary Agent Skill Group overflows to Agent Skill Group 1

• Agent Skill Group 1 overflows to Agent Skill Group 2

• Agent Skill Group 2 overflows to Agent Skill Group 3

• Agent Skill Group 3 overflows to the interflow  group if "Allow Overflow to Interflow before Time Out" is enabled and the overflow timer for Group 3 is set shorter than the interflow timer.

9

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.

• Primary Agent Skill Group overflows to Agent Skill Group 1

• Agent Skill Group 1 overflows to Agent Skill Group 2

• Agent Skill Group 2 overflows to Agent Skill Group 3

• Agent Skill Group 3 overflows to the interflow  group if "Allow Overflow to Interflow before Time Out" is enabled and the overflow timer for Group 3 is set shorter than the interflow timer.

00

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 user 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

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 user 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

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

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 Agent by DPNSS, when the agent becomes free to accept a path call. It allows Remote Agents to be blocked based on the number of network hops between the distributor and remote system.

60 seconds

Same as Primary Agent Skill Group Overflow Timer.

9

Same as Primary Agent Skill Group Overflow Timer.

00

Same as Primary Agent Predictive Overflow Average Call Duration.

Blank

Same as Primary Agent Predictive Overflow Average Call Duration.

Blank

Same as Primary Agent Skill Group Remote Agent Skill Group Priority.

nil