NEC Univerge SV8500 Programming Manual page 166

Imagine this small CCV example:
3. Queue to
4. ETA Greater
5. Goto CCV step
6. Queue to
7. === End ===
8. Queue to
9. === End ===
If a caller is queued to split 1 and finds that his ETA for that split is greater than 120 seconds (2 minutes) then
the call will go to step 8 and will queue to split 4, the message center. If the current ETA is less than or equal to
120 seconds (ETA tests FALSE) then step 5 will be skipped and the call will continue with step 6 and queue to
the standard overflow split.
* ETA less than 11 seconds will be considered as 0 second.
ETA steps should be used with some amount of leeway since they can only be approximations of an estimated
time to answer. Many events could occur to cause the ETA estimate to be incorrect by a considerable amount
of time.
QUEUE TO SPLIT #n or CONDITIONAL QUEUE TO SPLIT #n step must be assigned before ETA greater/
less step. When queuing to more than one split, ETA in the originally queued split is compared with the thresh-
old value of ETA greater/less step.
Split ETA greater (CCVACT=22)/Split ETA less (CCVACT=21)
This instruction allows CCV processing to be decided based on the Estimated Time to Answer (ETA) for a spec-
ified split, as opposed to being based on the ETA of a call in queue. It then compares that calculated Split ETA
with a specified number of seconds. If the greater than (>) or less than (<) comparison is met, the next CCV step
is processed. The next step is skipped if the comparisons are not met. This allows the CCV to determine the ETA
of a split before queuing a call to the split, thus allowing the decision of whether or not to queue a call, for ex-
ample, to be determined by the current split traffic level.
ETA less than 11 seconds will be considered as 0 second.
Ring Delay #n (CCVACT=17)
This instruction must appear prior to any Queue to Split steps in the CCV in order for it to have the desired effect.
The Ring Delay feature is intended to slow down the connection of incoming calls to agents and give a window
of opportunity for a host computer to paint an appropriate screen of information for the agent which may aid in
proper answering of the call.
Ring Delay specifies a number of seconds to wait after selecting which agent should receive the next call in
queue. The actual ringing of the agent's phone will be intentionally delayed by 'n' seconds. An Infolink appli-
cation can send a command to the ACD to terminate the artificial delay before time expires if it has determined
that it is OK to ring the agent's phone. See RING DELAY-ACD [R-145A] for more details.
C-108A CALL CONTROL VECTOR - ACD
1. this is the regular split queue
120
8.
3. this could be the standard overflow split
4. this could be the message center split
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