AT&T Definity Callmaster II Manuel d'utilisateur Page 8
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log out. (See “Reason Codes” in the Quick Reference Lists at the back of this
guide, where you or the agents can list the codes and their meaning.) For
instance, one number may be used when the agent leaves for a lunch break;
another Reason Code number may be used when the agent needs to attend a
training session. Be sure to inform your agents if they need to enter a Reason
Code, and, if so, make certain that each agent has a full list of the applicable
numbers.
Note: When agents log in, they are automatically placed in the Aux-Work mode.
They can then enter the Auto-In or Manual-In mode to answer the first call.
Important: For the non-vectoring ACD environment, an agent cannot enter the
Aux-Work mode if he/she is the last logged-in agent of a split and there are ACD
calls remaining in the queue. If the agent attempts to enter Aux-Work mode in
this case, the following happens:
• No new calls will be allowed to enter the split's queue.
• Calls already in the queue are routed to the agent until the queue is empty.
• If the agent’s voice terminal has an button, the light next to the
button flashes until all calls in the queue are answered. When the last call is
answered, the light next to goes on steadily and the agent enters
AUX-Work mode.
For more information on ACD agent procedures and work modes, refer to the
DEFINITY Communications System Generic 1, Generic 3, and System 75 Automatic
Call Distribution (ACD) Agent Instructions, 555-200-722.
Aux-Work
Aux-Work
Changing Work Modes
An agent may change the work modes of a split at any time. If there are no active
calls, the new work mode will be effective immediately. Otherwise, the new work
mode will take effect when all active calls have been processed and completed. You
will notice the new work mode button light flashes until the change takes effect, at
which point the button light goes on steady.
Redirection on No Answer
The Redirection on No Answer feature redirects an unanswered ringing ACD call
after an administered number of rings. If the agent does not answer the call
distributed from a split or skill, the call is redirected back to the split or skill (or to a
VDN, for ACD systems used with the DEFINITY ECS, Release 5, and later) after
making that agent unavailable and notifying the Call Center manager. More
specifically, a non-AAS agent is put in AUX-Work mode; an AAS agent is logged out.
The non-AAS agent will need to change from AUX-Work mode to Auto-In or Manual-
In mode in order to receive calls again. The default Reason Code, if such codes are
enabled, will be used when an agent goes to AUX-Work mode or is logged off by the
Redirection on No Answer feature.
If the call is a Direct Agent call, it is redirected to the agent’s coverage path (or to a
VDN, for the DEFINITY ECS, Release 5, or later) instead of back to a split or skill.
When the call has been redirected, either to the split or to the agent’s coverage path
(or a VDN), and the agent is made unavailable for ACD calls, a light on the
supervisor’s voice terminal beside the
button for the split goes on
Noans-alrt
- DEFINITY 1
- Enterprise Communications 1
- Server Generic 1, Generic 3 1
- Contents 3
- Indicator Lights 4
- Tones and Their Meaning 4
- Quick Reference Lists 4
- Introduction 5
- ACD Work Modes 7
- Changing Work Modes 8
- Redirection on No Answer 8
- Multiple Call Handling (MCH) 9
- ACD Recorded Announcements 11
- Night Service 11
- Queue Status Indication 12
- The VuStats Feature 12
- Non-ACD Calls 12
- Split/Skill Supervision 13
- Disconnecting From Calls 13
- VDN-of-Origin Announcements 14
- System Measurements 15
- Feature xxxxx 16
- ACD Procedures 18
- 4 Press 19
- Service Observe 21
- 2 Press 22
- 2 Talk to the agent 23
- 5 Press 25
- 1 Press 26
- 3 Press 34
- Call Pickup 36
- Last Dialed 38
- 1 While on-hook, press 40
- 4 Press again 41
- 5 Press 41
- Reason Codes 46
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