ACD contact center features
214 Communication Manager Guide to ACD Call Centers
Call Vectoring
RONA applies to vector-controlled ACD splits when calls are queued via the
queue-to
split
, or
converse-on split
, or
check split
commands. Also, RONA applies to
nonvector-controlled and vector-controlled ACD splits when calls are routed to the split via
a
route-to
or a
messaging split
command. Basic Call Vectoring handles an AAS
with all agents logged out as unavailable and skips the relevant step, just as it does for a
split with all queue slots busy. With an
adjunct routing
or
route-to with
coverage
step that routes to a vector-controlled split with all agents logged out, the call is
given a busy tone just as when the call cannot queue to a nonvector controlled split
according to the existing operation.
Vector events are generated for a RONA timeout when
converse-on
processes a call or
results in a RONA redirection failure, and when a vector step is skipped because all AAS
agents are logged out.
Do not assign vector-controlled splits coverage, forwarding, or night service, because Call
Vectoring provides these functions. These functions do not apply to RONA-redirected calls
involving vector-controlled splits.
Calling/Called Number Display
A call to a split/skill that RONA redirects is similar to a direct call to the split/skill. If the call
goes to coverage, the destination display looks like it does for a normal covered call.
An internal or DCS caller to an ACD hunt group or VDN sees displayed the hunt-group or
VDN name and extension. This display remains when the call rings an agent. A Direct
Agent call (with EAS) initiated at a phone displays the agent name and logical ID when the
call rings the agent station. If the ACD split call or Direct Agent call goes to coverage, the
name remains, but the extension or logical ID portion changes to “cover.” This also
happens when RONA redirects a call.
Delay announcements
Delay announcements assigned to non-vector-controlled splits are applied to requeued
RONA calls as usual for redirected calls.
Direct Agent Calling (Category A only)
RONA applies to Direct Agent calls from splits with RONA assigned. RONA timing applies
when a Direct Agent call (from an adjunct or phone) is delivered to and rings an agent with
manual answering. Agents are placed in AUX work mode or logged out even if they are the
last agent in the split and ACD split calls are queued. Direct agent calls that are queued for
an agent remain queued and are not delivered because the agent is unavailable. Don’t-
answer (DA) coverage continues for the queued calls.
