4 ACDRT - ACD Routing Tables


aaaaaaACDmm...m
where:
	aaaaaa	=> 1 to 6 digits to indicate the Phonemail access number.
	ACD	=> string to identify route to a Phonemail or Voice Mail server.
	mm...m	=> 1 to n digits to indicate the Phonemail mailbox number.

String format for route to Phonemail with CP mailbox (general mailbox) number:


aaaaaaACD
where:
	aaaaaa	=> 1 to 6 digits to indicate the Phonemail access number
	ACD	=> string to identify route to a Phonemail or Voice Mail server

–

can route to a Voice Mail server (only one string format is possible):

String format for route to Voice Mail with mailbox number:


aaaaaaACDmm...m
where:
	aaaaaa	=> 1 to 6 digits to indicate the Phonemail access number
	ACD	=> string to identify route to a Phonemail or Voice Mail server
	mm...m	=> 1 to n digits to indicate the Voice Mail mailbox number

–

the AMO will not verify the number.

–

the AMO will store the digit string.

–

public access code is required for public network.

–

the public access code (leading the route to offsite number) must be configured for the same DPLN group as defined for ACD by AMO ZAND (TYPE=ACD, parameter ACDDPLN).

•

Route to Recording (RTREC):

–

the system routes the call to the specified ACD recorded announcement.

–

announcement must be fixed start.

–

announcement recorder number will be verified.

•

Wait x (WTSEC):

–

causes call to “remain” at previous step for x seconds.

–

entering a wait time as the first step causes the caller to hear ringback for that specified length of time.

–

times are entered in increments of 5 seconds with a maximum of 300 seconds.

–

0 seconds causes caller to wait until call is answered, received, disconnected, etc.

•

Skip (SKIP)

–

has no effect on call; routing continues with next step.

•

Delay Ringback (DELAYRB)

–

should be first step in an ART.

–

can be used for external, CORNET and internal ACD calls.

–

if after DELAYRB step comes RTGRP step, the caller will hear ringback tone.

–

if after DELAYRB step comes RTGRP and RTREC steps, if the ACD group can not be accessed, the caller will hear the recorded announcement.

–

if after DELAYRB step comes RTGRP and RTMUS steps, if the ACD group can not be accessed, the caller will hear the specified music.

–

if after DELAYRB step comes RTGRP and DISCON steps, and no queue is possible, the caller will be disconnected.

•

Wait for an application (WTAPPL)

–

A step of type DELAYRB must not occur together with a WTAPPL step in the same ART

–

Only the (new) command HEARTCND is allowed before WTAPPL

–

Other ART steps can be configured after the WTAPPL command. Steps of type GOSTEP may be used to go back to a step containing the WTAPPL command, except if there is a RTGRP step configured between the WTAPPL and the GOSTEP commands.

•

Route to heartbeat destination (RTHEART)

•

Conditional routing to heartbeat destination(HEARTCND)

Inserting/Deleting ART Steps

AMO ACDRT also supports inserting and deleting ART steps within an existing ART through the use of the CHANGE and SET functions. When an insert or delete is done, any GOTO steps (both regular GOTO steps and conditional GOTO steps) that are affected by the operation within the affected ART are adjusted accordingly.

Insert Action

ACDRT performs three major checks prior to doing the insertion of an ART step into the ART. If any one of these checks fails, the craft is presented with an error message and the insertion is aborted.

First, ACDRT checks to see if there is enough room in the ART for another step. The test for enough room is to see if there is a SKIP step in the last position within the ART. If there isn’t, an error message is displayed to indicate that the insert could not be accomplished due to insufficient table size. The craft is advised to increase the size of the table.

Then, ACDRT checks to see if there are any GOTO steps within the ART that point to the last step (which must be a SKIP). If there are any, an error is posted to inform the craft that the insert could not be done.

Finally, ACDRT tests the validity of the new step. The tests for validity are the same as have always been used for changing ART steps from the SKIP default to some other action. If the step is not valid, an error is posted and processing is terminated.

Assuming all of the above checks passed successfully, the step is inserted into the ART.

Note: When inserting a new GOTO step or a Conditional step that contains a GOTO step, the GOTO step number (specified by GSTEP or CGSTEP within the command) must be the current step number of the step to go to. The GSTEP/CGSTEP number will then be adjusted properly after the insertion using the GOTO step adjustment logic.

Delete Action

ACDRT performs two major checks prior to deleting an ART step.

First, it checks to see if the step to be deleted is referenced by any existing GOTO (regular and conditional) steps. If it is, an error message is displayed to indicate that the deletion could not be accomplished.

Second, ACDRT tests if the step being deleted is a Route to Recorded Announcement and if there is a Disconnect step further in the ART. If so, an advisory is displayed to inform the craft that the Disconnect should be preceded by a Route to Recorded Announcement step. This is only an advisory; therefore, the deletion is still performed.

Assuming the first check passed successfully, the step is deleted from the ART. All of the steps that were after the deleted step are shifted back one position and the last step in the ART is marked as a SKIP step.

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