iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
39
5.2
ACD Pilot Call Vector Schedule
Description
The active ACD Pilot Call Vector is subject to the Holiday calendar and the ACD Pilot Weekday
and Holiday Schedule Tables. Call Vectors are assigned in the Weekday and Holiday Tables
allowing different vectors to be applied based on the day-of-week and time-of-day as well as the
Holiday calendar. The Weekday and Holiday Tables have 20 entries each. For each Weekday
Table entry, up to 30 Call Vectors indices can be entered. For the Holiday Table, up to 20 Call
Vector indices can be entered.
In addition to the vectors assigned in the Weekday and Holiday tables, a default vector is defined,
which is used in case a scheduled vector is not assigned or is not valid.
Operation
Conditions
The time-of-day is defined using a 24-hour clock where 00 (midnight) is the start time.
If a Weekday or Holiday Table is not defined, the default Call Vector is employed to route
the call.
Related WMS Menu
Data Management
> ACD/CTI Information > ACD Pilot
> ACD/CTI Information > ACD Pilot Weekday Table
> ACD/CTI Information > ACD Pilot Holiday Table
System Management > System Time Zone
Related Features
Hardware
