OBS

AUTOMATIC CALL DISTRIBUTION (ACD) AGENT OBSERVE

INDICATES:

The supervisor's ability to observe calls presented on the INCALLS  key of any agent within the same ACD group.

DATE:

7/29/1993

BILLING:

CRIS

APPLICATIONS:

Automatic Call Distribution (ACD), DMS-100

SECTION - POSITION

EXAMPLES

S&E - FL

BCS 33 and Earlier
I1   @@A/TN 555-1234/KEY 1/SUPR GRP.
     GLOBAL, SGRP.1/OBS 3/EXAO Y

          or

I1   @@A/TN 555-1234/KEY 1/SUPR GRP.
     GLOBAL, SGRP.1
I1   @@E/KEY 3/OBS/EXAO Y

BCS 34 and Later
Basic Observe
I1   @@A/TN 555-1234/KEY 1/SUPR GRP.
     GLOBAL, SGRP.1/PN 555-1234
I1   @@E/KEY 3/PN 555-1234/OBS TYPE.B,
     GRP.GLOBAL

Extended Observe
I1   @@A/TN 555-1234/PN 555-1234/KEY 1
     /SUPR GRP.GLOBAL, SGRP.2
I1   @@E/PN 555-1234/KEY 3/OBS TYPE.E

Flexible Observe - Group
I1   @@A/TN 555-1234/PN 555-1234/KEY 1
     /SUPR GRP.GLOBAL, SGRP.2
I1   @@E/PN 555-1234/KEY 3/OBS TYPE.F,
     GRP.GLOBAL, FOBSTY.GRP

Flexible Observe - Sub Group
I1   @@A/TN 555-1234/PN 555-1234/KEY 1
     /SUPR GRP.GLOBAL, SGRP.2
I1   @@E/TN 555-1234/KEY 3/OBS TYPE.F,
     GRP.GLOBAL, FOBSTY.SGRP2

Flexible Observe - Directory Number
I1   @@A/TN 555-1234/PN 555-1234/KEY 1
     /SUPR GRP.GLOBAL, SGRP.2
I1   @@E/PN 555-1234/KEY 3/OBS TYPE.F,
     GRP.GLOBAL, FOBSTY.DN 5554309

FID RULES/CONSTRAINTS:

1. The SUPR option must be assigned to Key 1 of the set before the Agent Observe option can be assigned.
2. The Agent Observe option is associated with a Non-Directory Number feature key.
3. The EXAO FID is only required on the same logical line with the OBS FID prior to BCS 34.  With BCS 34, the Extended observe prompt is eliminated.

REFERENCES:

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

SECTION - POSITION

APPEARANCE

MODE

MIN

MAX

Optional

Alphanumeric

0

58

Element: 1

Key Number

Appearance

Mode

Min

Max

Series

Range

Optional

Numeric

1

2

No

No

Data Parameters:

Element: 2

Observe Type Attribute Name (BCS 34 and Later)

Appearance

Mode

Min

Max

Series

Range

Optional

Alphabetic

4

4

No

No

Code Set:

Element: 3

Observe Type Attribute Value (BCS 34 and Later)

Appearance

Mode

Min

Max

Series

Range

Optional

Alphabetic

1

1

No

No

Code Set:

Element: 4

ACD Group Attribute Names (BCS 34 and Later)

Appearance

Mode

Min

Max

Series

Range

Optional

Alphabetic

3

3

No

No

Code Set:

Element: 5

ACD Group Attribute Value (BCS 34 and Later)

Appearance

Mode

Min

Max

Series

Range

Optional

Alphanumeric

1

16

No

No

Element: 6

Flexible Observe Attribute Name (BCS 34 and Later)

Appearance

Mode

Min

Max

Series

Range

Optional

Alphabetic

6

6

No

No

Code Set:

Element: 7

Flexible Observe Attribute Value (BCS 34 and Later)

Appearance

Mode

Min

Max

Series

Range

Optional

Alphanumeric

2

7

No

No

Code Set:

Element: 8

ACD Directory Number

Appearance

Mode

Min

Max

Series

Range

Optional

Numeric

7

10

No

No

Element Rules:

Element is required when code set DN is used on element 7.

No.

Element Combination

Series

Separator

1.

1

No

2.

1 SP 2 . 3

No

3.

1 SP 2 . 3 , SP 4 . 5

No

4.

1 SP 2 . 3 , SP 4 . 5 , SP 6 . 7

No

5.

1 SP 2 . 3 , SP 4 . 5 , SP 6 . 7 SP 8

No

6.

2 . 3

No

7.

2 . 3 , SP 4 . 5

No

8.

2 . 3 , SP 4 . 5 , SP 6 . 7

No

9.

2 . 3 , SP 4 . 5 , SP 6 . 7 SP 8

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, D,E, M,X, R

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

I,O, C,T, R

-

-

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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