ACD contact center switch forms
306 Communication Manager Guide to ACD Call Centers
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If an hour/minute is entered, the corresponding month/day must be entered.
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If a month/day is entered, the corresponding hour/minute is not required.
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If an end month/day is entered, the corresponding start month/day must be entered.
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If a start month/day is entered, the corresponding end month/day is not required.
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To enter an individual holiday, enter a start month/day, but do not enter an end
month/day.
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To enter a holiday range, enter both a start month/day and an end month/day.
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The start m/d/h/m must be less than or equal to the end m/d/h/m.
Implementation notes
Consider the following when administering a holiday table:
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There is no validation that verifies the consistency among the 15 holidays in any table. If
the same holiday is entered twice, the system stops checking with the first entry found.
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With holidays that are ranges of dates, the ranges could overlap. When a call is in
vector processing, the holidays are checked from top to bottom on the table and the
check stops if a match is found. Even though there might be multiple entries that would
match, the check stops at the first match.
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There is a validation that the day of the month that is entered is valid with the given
month. Specifically, if the month is April, June, September, or November, then the date
must be 1 - 30. If the month is January, March, May, July, August, October, or
December, then the date can be 1 - 31. If the month is February, then a range of 1 - 29
is allowed.
Note:
Note:
The year is not checked in holiday vector processing. This allows the same
holidays to be used year-to-year when the holiday is on a fixed date. For
holidays where the date changes from year-to-year, the holiday tables must
be readministered.
