NEC Univerge SV8500 Programming Manual page 161

C-108A CALL CONTROL VECTOR - ACD
GENERAL DESCRIPTION
A Call Control Vector (CCV) is a series of steps that describe how an incoming ACD call is to be handled. A CCV
can consist of a maximum of twenty steps. Each step of a CCV is an instruction for handling the call at a specific
time. The steps may be programmed in any sequence (see Service Condition #1) and will be processed in order until
an agent answers the call.
When an incoming call is presented to the ACD system, it is processed according to the CCV specified for the dialed
pilot number (refer to "PILOT NUMBERS-ACD [P-40A]"). Thus, specifying different CCVs for different pilot
numbers can produce a variety of call handling patterns. Countless combinations of CCV steps are possible and have
been put together in very creative ways to solve complex call handling requirements.
A CCV is a timed sequence of events which control incoming ACD calls prior to their connection to an agent. It is
important to understand the timing of CCV instructions in order to construct CCVs which process calls at the proper
tempo. The following table shows how much time is used for each CCV instruction. Only after that amount of time
has passed, a caller will proceed to the next step in the CCV.
CCV Step Action
(Alphabetical order)
Announcement
Blank
Conditional Queue to Split
Dequeue from Split
Goto CCV X:Y
Hang Up
If Estimated Time to Answer
If Estimated Time to Answer in the
specified split
If Not Queued then Busy
If Not Queued then Goto X:Y
IVR Announcement
IVRDN
New Priority
Pause X
Queue to Split
Ring Delay
Skip Percent
Transfer To
Up Priority
QUEUE greater
LOGON less
READY less
WORKING-AGENTS greater
C-108A CALL CONTROL VECTOR - ACD
Call Control Vector Timing
wait until beginning of announcement or 30 seconds whichever comes first, then pro-
ceed to next instruction
0 seconds, next instruction processed immediately
0 seconds, next instruction processed immediately
0 seconds, next instruction processed immediately
wait 2 seconds, then proceed with CCV #X step #Y.
0 seconds, next instruction processed immediately
0 seconds, process first or second instruction immediately based on testing ETA
0 seconds, process first or second instruction immediately based on testing ETA
0 seconds, busy tone provided immediately
wait 2 seconds, then proceed with CCV #X step #Y.
wait 2 seconds, then proceed with IVR announcement
0 seconds, next instruction processed immediately
0 seconds, next instruction processed immediately
wait X seconds (1 to 999) then proceed with next instruction
0 seconds, next instruction processed immediately
Wait 2 seconds, then proceed with Ring Delay
0 seconds, first or second instruction processed immediately based on percentage
If transfer succeeds, CCV processing is complete, otherwise wait 2 seconds and pro-
cess next instruction.
0 seconds, next instruction processed immediately
0 seconds, next instruction processed immediately
0 seconds, next instruction processed immediately
0 seconds, next instruction processed immediately
0 seconds, next instruction processed immediately
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takes this much time