3 ACDRS - ACD Route Selection


Restrictions	Functions of the AMO	Error Messages and Advisories
Interrelationships	Parameter Descriptions

By means of AMO ACDRS, a customer-specific route can be established for each Route Control Group (RCG) by assigning a Day Shift Number (DSNUM) to each day of the week for the RCGs. The DSNUM indicates the Day Shift selection to be used by a RCG for a given day.

A Day Shift entry is created by assigning SHIFTs to a DSNUM. A SHIFT denotes the ending time for a specific shift, as well as the ACD Routing Table (ART) and End of Shift (EOS) to be assigned to calls arriving during that shift. The DSNUM identifies the Day Shift table entry to be used for storing all the shifts for a specific Day. There is no limit to the number of shifts assigned to a DSNUM as long as the shift pool of 20400 shifts is not exhausted. A DSNUM must have shifts assigned for a 24 hour period. The craft must assign the default EOS (23:59) with the ACD Route Table Default (ARTDEF) parameter, but it can be set to any user configured ART. The EOS will be set to NO.

The craft may create up to 1020 DSNUMs with an average of 20 shifts each for a total of 20400 SHIFTs.

A DSNUM may be assigned to multiple RCGs for various days of the week. A DSNUM cannot be deleted if it is being referenced in the Route Selection table.

AMO ACDRS supports Calendar Routing; i.e. the ability to set ACD routing based on calendar (special) dates.
Calendar Routing allows the customer to set up a route for each Route Control Group (RCG) by assigning special dates and Day Shift Numbers (DSNUM) to the Calendar Routing Table.
The DSNUM indicates the Day Shift selection to be used by the RCG for specific date(s).
The special dates can be specified for any year within the range entity 1996 - 2095 and can be a single date entity or a range of dates entity.
The Route Selection Table for a RCG must be set up prior to assigning Calendar Routing to the RCG.
The input will require a Start Date, an End Date, and the DSNUM associated with that RCG. This creates a range entity which can have any length from one day to one year.
The special date(s) configured for a RCG is independent from the special dates configured for others RCGs. This allows each RCG to be configured with its own set of special dates.

There are some general rules that are followed for Calendar Routing.

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The total number of entries supported in the Calendar Routing table is limited to 32000 entries.

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Nonrepeating date entities that coincide or overlap repeating date entities take precedence over those repeating date entities.

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Date entities of the same type (nonrepeating or repeating) cannot coincide or overlap.

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When entering an end date parameter, the end year must be specified if a start year is specified. Also, the end year must be greater than or equal to the start year for a nonrepeating date entity or a '*' for a repeating date entity when the start year has been entered.

End of Shift Description

Every EOS time has, independent from the RCG, its EOS Group, which will be generated automatically. When calls arrive during a SHIFT, they are queued to the EOS Group until they are answered or until the end-shift time arrives. If the latter happens and EOS parameter is set to YES, the calls are then rerouted back through the Route Selection Process. If the EOS=NO, the calls will not be rerouted when the SHIFT ends. In this case the SHIFT has to answer all waiting calls.

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