ATT DEFINITY Communications System Generic 3 Instructions Manual

Modem Poolin g
Issue  3   March 1996
3-897
nDMI 
Data calls originated from a local analog data endpoint to a DMI trunk 
must dial the Data Origination Ac cess Code to obtain a conversion 
resource. Data calls on DMI trunks to local analog data endpoints 
automatically obtain conversion resources.
nDS1 Tie Trunk Service 
Conversion resources used for Modem Pooling can only be connected to 
AVD DS1 tie trunks via Data Terminal Dialing or by dialing the feature 
access code for data origination.
nCDR 
With...

Feature Descriptions
3-898Issue  3   March 1996 
Move Agents From CMS
Feature Availability
Move Agents From CMS is available from a CMS adjunct with all G3 releases. In 
a d dition, G3V4 a n d later releases provide the a bility to move agents or change 
skills while the agent is staffed. With R3V2 and later CMS releases, a single 
agent’s skill assignments can be changed while the agent is staffed. With 
CentreVu
TM CMS R3V4 and later releases, up to 32 a gents’ split or skill 
assignments can be...

Move Agents From CMS
Issue  3   March 1996
3-899
split (sp lit to which the agent is added), the button assignments remain 
unchanged. This keeps duplicate split-associated buttons from being assigned 
to the same split. The following buttons are sp lit-associated b uttons:
nManual-In
nAuto-In
nAuxiliary Work
nAfter Call Work
nAssist
nOldest Queued Time (OQT)
nNumber of Queued Calls (NQC)
nICI
For complete instructions for moving agents, see: the 
CentreVuTM Call 
Management System Release 3 V4...

Feature Descriptions
3-900Issue  3   March 1996 
G3V4 also allows for the administration of a new button used to notify agents of 
split/skill changes. If a change is made from CMS while the agent is staffed, the 
button (alrt-agchg) flashes at the a gent’s terminal. When the a gent p ushes the 
button, the flashing stops. The button also flashes when a user with console 
permissions adds or removes an agent’s skill. If an a gent changes his or her own 
skills from the voice terminal, the button lamp...

Move Agents From CMS
Issue  3   March 1996
3-901
Interactions
nAgent Call Handling
If an agent is moved from one split to another via the Move Agent From 
CMS feature, the agent’s split-associated buttons are reassigned to the 
new split. The agent should be provided with a set of button labels so the 
buttons can be updated accordingly.
nG3-MT/G3-MA
Under normal circumstances when a skill is changed from G3-MT or 
G3-MA, the change does not take effect until the a gent logs in. However, if 
a staffed...

Feature Descriptions
3-902Issue  3   March 1996 
Multi-Appearance Preselection and 
Preference
Feature Availability
This feature is available with all Generic 3 releases.
Description
Provides multiappearance voice terminal users with options for placing or 
answering calls on selected a p pearances.
nRinging Appearance Preference
When a user lifts the handset to answer an incoming call, the system 
automatically connects the user to the ringing call a p pearance.  If more 
than one call is incoming, the...

Multi-Appearance Preselection and Preference
Issue  3   March 1996
3-903
Considerations
Multi-Appearance Preselection and Preference is used to select the call 
appearances to which users are connected when they lift the handset.
Multi-appearance voice terminals can have from 2 to 10 call appearances. One 
of these call a p pearances is reserved for placing calls or for receiving a Priority 
Calling call.  If a voice terminal has two call appearances and one of them is 
active, a nonpriority call c annot...

Feature Descriptions
3-904Issue  3   March 1996 
nIntegrated Services  Digital  Network (ISDN) Basic Rate Interface (BRI)
When an ISDN-BRI station assigned with the “Select Last Used 
Appearance?” field of the “Station” form set to yes completes a transfer 
while off-hook using the handset, the user will be left hearing a dial tone on 
the last-used appearance, rather than the silence heard in the same 
situation by an user of other station types.
Administration
The I dle Ap p earance Preference option...

Multiple Call Handling
Issue  3   March 1996
3-905
Multiple Call Handling
Feature Availability
Multiple Call Handling on request is available with G3V3 and later releases. 
Forced Multiple Call Handling is available with G3V4 and later releases. It is only 
available when Automatic Call Distribution (ACD) is optioned. There are also 
options for Multi ple Call Handling on-Re quest and Multiple Call Handling Forc ed.
Description
Multiple Call Handling allows an a gent to be interrupted with an add itional...

Feature Descriptions
3-906Issue  3   March 1996 
It is imp ortant with forced MCH to limit the number of unrestricted line 
appearances for an agent to the number of active calls the agent can handle.
Agents and supervisors in on-request splits or skills c an use features such as 
Queue Status, VuStats and BCMS/CMS  reports to determine if a call is waiting 
that must be answered immediately.
The following sections describe each of the MCH options. These options are 
administered on the “Hunt Group”...