NEC Univerge SV8500 Programming Manual page 255

S-98A SPLIT SELECTION - ACD
GENERAL DESCRIPTION
Split selection is determined by the position in use and the logon ID in use. A logon ID indicates whether the agent
can service a single split (single-split mode) or a maximum of sixteen splits concurrently (multi-split mode). A logon
ID can access a maximum of sixteen specified splits or any split. A position can access a single specified split or any
split.
When an agent logs on, a validation procedure compares the split assignment of the position with the split assign-
ment and the split mode of the logon ID. The three factors (position split assignment, logon ID split assignment,
logon ID split mode) determine the split(s) that the agent works in and that are displayed during the logon process.
Please refer to "MULTI-SPLIT AGENT-ACD [M-90A]" for additional information.
OPERATING PROCEDURE
1. Split selections are performed automatically by the ACD system when an agent logs on.
SERVICE CONDITIONS
1. One combination of a position's split assignment and a logon ID is not allowed. One combination of a split
mode and a split assignment, within the same logon ID, is not allowed. Both combinations are denied because
the determination of the appropriate split(s) would be an ineffective use of ACD system resources and agent's
time. The two combinations which are not permitted are:
a. A logon ID which allows any split, in combination with a position which allows any split;
b. A logon ID which indicates multi-split mode and allows any split.
2. Changes to the position's split assignment and/or the logon ID, entered at the ACD PCPro or the ACD MIS
terminal, will take effect immediately when the agent logs on.
3. Split assignments for positions and logon IDs are accomplished through ACD PCPro assignments.
PROGRAMMING
None
S-98A SPLIT SELECTION - ACD
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