5 ACDSD - ACD System Data


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

AMO ACDSD maintains the ACD system data. The AMO supports three tables: System Table, Message Table, and Route Control Group Table. The actions performed by this AMO are: CHANGE, DISPLAY, and REGENERATE.

The System Table contains eight fields: FEATURE, AGTIDLEN, QFACTOR, AGTTARGT, DELAYRBT, SMTIMER, SERVCOUT and MONPIN.

The System Table parameters are modified by the CHANGE command except when the FEATURE is blocked by AMO-ZAND.

The AGTIDLEN determines the length of the ACD agent id. Its value range is from 1 to 6 digits.

The QFACTOR is the length of the waiting time spent in a queue after which the priority of all calls in a queue is upgraded. Its value ranges from 0 to 300 seconds with increments of 5 seconds. A QFACTOR value which is not an increment of 5 seconds, is rounded up or down to ensure multiples of 5 only. If the QFACTOR value is less than 5, it is rounded up to 5 seconds since 0 has a special significance. The value of 0 seconds indicates that a priority is not changed for an ACD call. Call Processing is sent an event when the QFACTOR is modified from a zero value to a non-zero value (see CHANGE action).

The AGTTARGT determines if the ACD agent is targeted by the agent’s ID number or by the agent’s logged on EXTENSION. This is used by the ACD features Silent/Tone Monitoring, Control of Agent Features and Short Message service. In the short message service, when the AGTTARGT is set to EXTENSION, the agent does not have to be logged on in order to receive messages. If the AGTTARGT is set to ID, the agent must be logged on in order to receive messages.

For AGTIDLEN, QFACTOR, and AGTTARGT, there are default values set in the Database.

The DELAYRBT is the Delay Ringback timer (used for internal and external calls). Its value range is from 1 to 25 seconds. This timer must be set lower than the lowest T310 timer of any of the PRI public network switches which are connected to the Hicom CBX. For details on the carrier’s T310 timer value, the craftperson should contact the local carrier’s Technical Representative.

The Silent/Tone Monitoring Connection Delay Timer (SMTIMER) controls the amount of time used by ACD Call Processing to establish an initial connection to an agent to be monitored or to re-establish a subsequent connection to an agent being monitored. The values for silent/tone monitoring connection delay time can be one of two values; 500 or 3000msecs.

The SERVCOUT field allows the activation and deactivation of the Service Out feature on an ACD system-wide basis. The Service Out feature puts an ACD agent's phone into an "unavailable" mode for Ring-No-Answer situations. The SERVCOUT field when set to YES, indicates the Service Out feature is active (default) and, when set to NO, indicates the Service Out feature is not active.

With the MONPIN flag it can be set if the system should protect the Silent/Tone Monitoring feature with a security PIN code.

The Message Table contains two fields: MESSAGE and MSGTYPE.
The MESSAGE field is a text field of up to 24 characters initialized to blanks by Database.
The MSGTYPE field selects among the seventeen message records which fall into three categories: EMERGENCY, AGENT and SUPERVISOR. One of the records holds an emergency message. There are 8 further records for "agent to supervisor messages (SPV)", and 8 further records for "supervisor to agent messages (AGT)". The text of all seventeen messages can be modified by the craftsperson through the CHANGE action.

Route Control Group Table

The third table is the Route Control Group table. This table is indexed by the RCG field and contains the internal directory number field (CAFDN). The RCG is initialized for use in the system when it receives a CAFDN value. The Digit Analysis Result (DAR) of this internal number must be set to ’RCG’ by AMO WABE. The RCG value ranges from 1 to 1020. The CAFDN is the directory number pertaining to a RCG with a value range from 1 to 6 digits. A RCG’s CAFDN value can only be assigned or unassigned. It may not be changed from one extension to another. In order to change a CAFDN value, first delete the CAFDN and the RCG, then add back the RCG with its new CAFDN value. The value is required, therefore a default value is not given.

AMO DIMSU controls the memory allocations for the RCG table.

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