4.3.2 CHANGE-ACDRT

The CHANGE ACDRT function modifies steps in ACD routing tables 16 or greater.

This function is used to change, insert, and delete steps in an existing ART using the step modify mode (TYPE=ARTSTEP, INSSTEP, and DELSTEP, respectively). This function is also used to change the maximum number of steps (MAXSTEP) for an existing ART using the table modify mode (TYPE=MAX).

When using MAXSTEP to decrease the number of steps, the steps that are to be “deleted” are checked. If these steps are referenced in a goto (GSTEP) or conditional (COND) step, an error is generated.

If the VALOLD parameter is specified for testing the oldest call in a queue, then the number of minutes and seconds are entered using the following format:

mmm-ss

Minutes may be entered alone. If seconds are to be specified, both minutes and seconds must be entered, even when minutes are zero as shown:


Entered	Minutes	Seconds
0-35	0	35
2-0	2	0
2	2	0
0-0	0	0
0	0	0

Procedure Overview


Command Code	Parameter
CHANGE-ACDRT	ART=<number>
	\|,TYPE=MAX,MAXSTEP=<number>;
	\|,TYPE={ARTSTEP,INSSTEP},STEP=<number>
	\|,ACT=<DELAYRB>;
	\|,ACT=<DISCON>;
	\|,ACT=<SKIP>;
	\|,ACT=<GOSTEP>,GSTEP=<number>;
	\|,ACT=<WTSEC>,SEC=<number>;
	\|,ACT=<RTAGT>,AGTID=<number>;
	\|,ACT=<RTEXT>,EXTNUM=<number>;
	\|,ACT=<RTGRP>,ACDGRP=<number>;
	\|,ACT=<RTMUS>,MUSNUM=<number>;
	\|,ACT=<RTOFF>,DIRNUM=<number>;
	\|,ACT=<RTREC>,RECNUM=<number>;
	\|,ACT=<WTAPPL>,APPLSEC=<number>; \|,ACT=<RTHEART>; \|,ACT=<HEARTCND>,APPLNAM=<string>,HEARTSEC=<number>, CONDSTEP=<number>;
	\|,ACT=COND,CACDGRP=<number>,CGSTEP=<number>
	\|,TEST=CALQEDEQ,VALCAL=<number>;
	\|,TEST=CALQEDNE,VALCAL=<number>;
	\|,TEST=CALQEDLT,VALCAL=<number>;
	\|,TEST=CALQEDGT,VALCAL=<number>;
	\|,TEST=OLDINQEQ,VALOLD=<number>;
	\|,TEST=OLDINQNE,VALOLD=<number>;
	\|,TEST=OLDINQLT,VALOLD=<number>;
	\|,TEST=OLDINQGT,VALOLD=<number>;
	\|,TEST=AGTLGNEQ,VALAGT=<number>;
	\|,TEST=AGTLGNNE,VALAGT=<number>;
	\|,TEST=AGTLGNLT,VALAGT=<number>;
	\|,TEST=AGTLGNGT,VALAGT=<number>;
	\|,TEST=AGTAVLEQ,VALAGT=<number>;
	\|,TEST=AGTAVLNE,VALAGT=<number>;
	\|,TEST=AGTAVLLT,VALAGT=<number>;
	\|,TEST=AGTAVLGT,VALAGT=<number>;
	\|,TYPE=DELSTEP,STEP=<number>;

Examples

Change step 15 of ART 30 to Disconnect.

Input:

CHANGE-ACDRT: ART=30,TYPE=ARTSTEP,STEP=15,ACT=DISCON;

Output:

H09: A STEP WITH THE DISCON-STATEMENT SHOULD BE
PRECEDED BY A STEP WITH THE RTREC-STATEMENT.
H10: THE DISCON-STATEMENT SHOULD BE THE FINAL
LOGICAL STEP OF AN ACD ROUTING TABLE.
H05: THE ACTION OF THE STATEMENT CONTAINED IN STEP ART:STEP=30:15
HAS BEEN CHANGED TO ACT=DISCON.

Change Step 9 of ART 16 to a Route to Offsite

Step with a directory number of 008979948800.

Input:

CHANGE-ACDRT:ART=16,TYPE=ARTSTEP,STEP=9,ACT=RTOFF,DIRNUM=008979948800;

Output:

H05: THE ACTION OF THE STATEMENT CONTAINED IN STEP ART:STEP=16:09
HAS BEEN CHANGED TO ACT=RTOFF.
H23: PLEASE CHECK THAT THE DIGIT ANALYSIS RESULT FOR
THE STATION NUMBER DIRNUM=008979948800 ENTERED IS
ALSO VALID FOR DPLN GROUP DPLNGRP=0.
(SEE AMO ZAND, TYPE=ACD, ACDDPLN=0)."

Change Step 9 of ART 32 to a Route to Phonemail Server, with phonemail access number 328670, and mailbox number 2345.

Input:

CHANGE-ACDRT:ART=32,TYPE=ARTSTEP,STEP=9,ACT=RTOFF,DIRNUM=328670ACD2345;

Output:

H05: THE ACTION OF THE STATEMENT CONTAINED IN STEP ART:STEP=32:09
HAS BEEN CHANGED TO ACT=RTOFF.

Change Step 8 of ART 33 to a Route to Phonemail Server, with phonemail access number 725884, and CP mailbox number (general mailbox number).

Input:

CHANGE-ACDRT:ART=33,TYPE=ARTSTEP,STEP=8,ACT=RTOFF,DIRNUM=725884ACD;

Output:

H05: THE ACTION OF THE STATEMENT CONTAINED IN STEP ART:STEP=33:08
HAS BEEN CHANGED TO ACT=RTOFF.

Change Step 5 of ART 34 to a Route to Voice Mail Server, with voice mail access number 556677, and mailbox number 4423.

Input:

CHANGE-ACDRT:ART=34,TYPE=ARTSTEP,STEP=5,ACT=RTOFF,DIRNUM=556677ACD4423;

Output:

H05: THE ACTION OF THE STATEMENT CONTAINED IN STEP ART:STEP=34:05
HAS BEEN CHANGED TO ACT=RTOFF.

Change step 1 of ART 18 to a Conditional step for ACD group number 75 (ACDGRP), and go to step 5 (GSTEP) if agents available (TEST) is greater than 5 (VALAGT).

Input:

CHANGE-ACDRT:ART=18,TYPE=ARTSTEP,STEP=1,ACT=COND,CACDGRP=75,CGSTEP=5, TEST=AGTAVLGT,VALAGT=5;

Output:

H05: THE ACTION OF THE STATEMENT CONTAINED IN STEP ART:STEP=18:01
HAS BEEN CHANGED TO ACT=COND.

Change step 6 of ART 18 to a Conditional step for ACD group number 43 (ACDGRP), and go to step 9 (GSTEP) if oldest call in queue (TEST) is less than 3 minutes and 20 seconds (VALOLD).

Input:

CHANGE-ACDRT:ART=18,TYPE=ARTSTEP,STEP=6,ACT=COND,CACDGRP=43,CGSTEP=9, TEST=OLDINQLT,VALOLD=3-20;

Output:

H05: THE ACTION OF THE STATEMENT CONTAINED IN STEP ART:STEP=18:06
HAS BEEN CHANGED TO ACT=COND.

Change step 2 of ART 25 to a Delay Ringback step.

Input:

CHANGE-ACDRT:ART=25,TYPE=ARTSTEP,STEP=2,ACT=DELAYRB;

Output:

F35: THE DELAY RINGBACK STATEMENT (DELAYRB )IS ONLY ALLOWED
AS THE FIRST STEP OF AN ACD ROUTING TABLE.

Insert GOTO step with GSTEP=15 at step position 5 of ART 20. (Assume the ART has 32 steps and at least one other GOTO step will be adjusted.)

Input:

CHANGE-ACDRT:ART=20,TYPE=INSSTEP,STEP=5,ACT=GOSTEP,GSTEP=15;

Output:

H18: STEP ART:STEP=20:5 HAS BEEN INSERTED.
H20: AT LEAST ONE (CONDITIONAL) JUMP STATEMENT HAS BEEN ADJUSTED.

10.

Insert a Route to Agent step at step position 4 of ART 10 (which is a full ART).

Input:

CHANGE-ACDRT:ART=10,TYPE=INSSTEP,STEP=4,ACT=RTAGT,AGTID=123456;

Output:

F38:THIS ACD ROUTING TABLE IS FULL.
USE THE FOLLOWING COMMAND TO RAISE THE
UPPER LIMIT (MAXSTEP) FOR THE NUMBER OF ART STEPS:
CHANGE-ACDRT:TYPE=MAX,MAXSTEP=<?>;

11.

Insert a Route to Music step at step 8 of ART 25 (but there is a GOTO step in step position 3 within the ART that points to the last SKIP step in the ART).

Input:

CHANGE-ACDRT:ART=25,TYPE=INSSTEP,STEP=8,ACT=RTMUS,MUSNUM=5;

Output:

F39: THE LAST 'SKIP' STATEMENT OF THE ART MAY NOT BE
THE TARGET OF A (CONDITIONAL) JUMP STATEMENT.

12.

Delete step 2 from ART 25, but step 2 is referenced by the GOTO step in position 6 within the ART.

Input:

CHANGE-ACDRT:ART=25,TYPE=DELSTEP,STEP=2;

Output:

F40: STEP ART:STEP=25:2 CAN NOT BE DELETED
BECAUSE IT IS USED AS THE TARGET OF THE (CONDITIONAL)
JUMP STATEMENT CONTAINED IN STEP STEP=6.

13.

Delete step 3 from ART 30 (ART 30 has 12 step positions, and a GOTO must be adjusted).

Input:

CHANGE-ACDRT:ART=30,TYPE=DELSTEP,STEP=3;

Output:

H19: STEP ART:STEP=25:3 HAS BEEN DELETED.
H20: AT LEAST ONE (CONDITIONAL) JUMP STATEMENT HAS BEEN ADJUSTED.

14.

Delete the RTREC step in position 8 in ART 20, but there is a DISCON step in position 10 within the ART. The ART has 20 step positions.

Input:

CHANGE-ACDRT:ART=20,TYPE=DELSTEP,STEP=8;

Output:

H19: STEP ART:STEP=20:8 HAS BEEN DELETED.
H21: THE RTREC-STATEMENT HAS BEEN DELETED, NOW THERE STANDS A DISCON-STATEMENT.
H09: A STEP WITH THE DISCON-STATEMENT SHOULD BE
PRECEDED BY A STEP WITH THE RTREC-STATEMENT.

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