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SUBSECTION 6 adm-acd

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Subsection 6 - adm-acd

Subsection 6 - adm-acd SUMMARY

adm_acd Use................................................................................................................... 1. adm_acd command................................................................................

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Subsection 6 - adm-acd adm_acd Use

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adm_acd Use
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1.

adm_acd command

The “adm_acd” command is used to get information about call distribution. It also allows especially the result of a script execution to be displayed after a call request. The “adm_acd” command followed by the “-salb” option gives access to the menu providing call distribution traceability from a calling party number, a pilot number, etc. The “-v” option allows all the information to be displayed. Launch the command with the required option then make a call. The following information is displayed on the screen: Example:
Neqt = 253 WaitingRoomNumber = 31320 AppelingNumber = 0228031060 SkillNumber = 2 Skill[0] 2 1 Mandatory Skill[1] 100 1 Mandatory ........ Agent List: Agent: 31000,0 Agent: 31002,0

The main information provided is as follows: - the waiting room number through which the call travels, - caller number, - the skill number of the call profile, - the skill list in the call profile (identification number, skill level required, mandatory/optional status, ...), - the list of agents that may seize the call (list based on the call request). Other information is displayed depending on the script content (rule used, information related to the calling party number or Call Tag, ...). There are several possible cases: - the script applies the “last agent called” rule: Example:
Neqt = 253 WaitingRoomNumber = 31320 AppelingNumber = 0228031060 SkillNumber = 2 Skill[0] 2 1 Mandatory Skill[1] 100 1 Mandatory

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adm_acd Use Subsection 6 - adm-acd

........ Used rules : LastCalledAgent Rule associated data : Call Profile :–1 White List : –1 Black List : –1 Agent List: Agent: 31002,0

In this case, no information (call profile, ...) is assigned to the calling party number. - the script applies the “White List” according to the Call Tag received: Example:
Neqt = 253 WaitingRoomNumber = 31320 AppelingNumber = 0228031060 SkillNumber = 0 CallTag 31 30 30 30 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 ........ Used rules : White List Rule associated data : Call Profile :–1 White List : 1 Black List : –1 Agent List: Agent: 31000,0

In this case, the White List associated with the calling party number is used. - the script applies the “redistribution” rule: Example:
Neqt = 253 WaitingRoomNumber = 31320 AppelingNumber = 0228031060 SkillNumber = 2 Skill[0] 2 1 Mandatory Skill[1] 100 5 Mandatory ........ Used rules : Redistribution Rule associated data : Call Profile :–1 White List : –1 Black List : –1 Agent List: Agent: 31002,0

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