EXAO

AUTOMATIC CALL DISTRIBUTION (ACD) EXTENDED AGENT OBSERVE

INDICATES:

The supervisor's ability to observe calls presented on the INCALLS key or secondary directory number key of any agent or supervisor in any Automatic Call Distribution Group within the same customer group.

DATE:

7/1/1993

BILLING:

CRIS

APPLICATIONS:

Automatic Call Distribution (ACD), DMS-100

SECTION - POSITION

EXAMPLES

S&E - FL

Prior to BCS 34
I1   @@A/TN 555-1234/EXAO Y/OBS 5

FID RULES/CONSTRAINTS:

1. The presence of this FID without data infers Y for yes.
2. The data entry N on element 1 requires an entry of the ACD group and subgroup that is to be observed.
3. The SUPR feature must be assigned to Key 1 before the Observe feature can be added.
4. With BCS 34, this FID is obsolete.  The FID OBS should be used for the Extended observe prompt for the OBS option.

REFERENCES:

1. Northern Telecom Practice 297-2101-310, option OBS, prompt Extended OBS.

SECTION - POSITION

APPEARANCE

MODE

MIN

MAX

Optional

Alphanumeric

0

33

Element: 1

Extended Agent Observe Indicator

Appearance

Mode

Min

Max

Series

Range

Optional

Alphabetic

1

1

No

No

Code Set:

Element: 2

Observe Attribute Names

Appearance

Mode

Min

Max

Series

Range

Optional

Alphabetic

3

4

No

No

Code Set:

Element Rules:

Element is required when N code set is used on element 1.

Element: 3

ACD Group Identifier

Appearance

Mode

Min

Max

Series

Range

Optional

Alphanumeric

1

16

No

No

Element Rules:

Element required when code set GRP is used on element 2.

Element: 4

ACD Supervisor Subgroup Number

Appearance

Mode

Min

Max

Series

Range

Optional

Numeric

1

3

No

No

Data Parameters:

Element Rules:

Element required when code set SGRP is used on element 2.

No.

Element Combination

Series

Separator

1.

1

No

2.

1 SP 2 . 3 , SP 2 . 4

No

ORDER TYPE/ACTION CODE/FID RELATIONSHIPS

Order Type

N

T

F

D

C

R

X

P

A

Presence

O

O

O

O

O

O

O

P

P

Action Codes

I,E

I,E

O,D

O,D

I,O, C,T, E,D, X,R, M

I,O, C,T, E,D, X,R, M

I,O, C,T, R

-

-

Other FIDs Required Logical Line

OBS

OBS

OBS

OBS

OBS

OBS

OBS

-

-

CRIS

CABS

Data Retention

Yes

No

Printed on CSR

Yes

No

Note: Please refer to BR-751-000-150 for a complete description of a FID specification and its structure.

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