NEC Univerge SV8500 Programming Manual page 155

C-67A CALL TRANSFER TO SPLIT QUEUE - ACD
GENERAL DESCRIPTION
This feature allows calls to be transferred by agents or supervisors, Non-ACD station users, or attendants to splits
in the ACD system. The transferred call will be connected to an available agent or the call will be queued, if agents
are not available. The transferring party is allowed to remain on the line until the agent answers (screened transfer)
or may complete the transfer while still in queue or while ringing the agent (blind transfer).
OPERATING PROCEDURE
From a Non-ACD station:
1. The Non-ACD station user transfers the calling party to the ACD by dialing a pilot number.
2. A Call Control Vector (CCV) associated with the pilot number is processed and the transferred call may be
queued to a split.
3. The System transferring station processes the CCV until an agent answers, the Non-ACD station finishes the
transfer, or the party being transferred disconnects. All announcement connections indicated in the CCV are
skipped over in the case of a transferred call. The System transferring party hears only ringback, while trans-
ferring, until an agent answers.
4. The transferring station user may either disconnect, completing the transfer, or may press the TRANSFER key
again, aborting the transfer. Attempts to conference at this point will be ignored.
5. If the transferring station disconnects and completes the transfer, the calling party will then begin processing
the remainder of the CCV, including announcements.
From an ACD agent's or supervisor's position:
1. The agent or supervisor presses their TRANSFER key while on an ACD call or a Non-ACD call and transfers
to the ACD by dialing a pilot number.
2. A CCV associated with the pilot number is processed and the transferred call may be queued to a split.
3. The agent processes the CCV until another agent answers, the agent finishes the transfer, or the transferred party
disconnects. All announcement connection instructions in the CCV are skipped over. Ringback Tone (RBT) is
provided to the transferring agent until another agent answers.
The transferring agent may either disconnect (completing the transfer), or may press the TRANSFER key
4.
again, aborting the transfer. Attempts to conference at this point will be ignored.
5. If the transferring agent disconnects and completes the transfer, the calling party will begin processing the re-
mainder of the CCV, including announcements.
C-67A CALL TRANSFER TO SPLIT QUEUE - ACD
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