ATT DEFINITY Communications System Generic 3 Instructions Manual

Multiple Call Handling
Issue  3   March 1996
3-907
nAUX work is not pending
nMove from CMS is not pending
As long as an ACD call is active or held, the agent will not automatically receive 
an a d ditional call from the one-forced split or skill. However, an agent who has 
received the an ACD call can request another ACD c all from a one-forced split or 
skill by placing the active call on hold and then selecting MI or AI work mode.
If an agent with multiple skills is active on an ACD call for a group...

Feature Descriptions
3-908Issue  3   March 1996 
Many Forced
With this option, an agent will be automatically interrupted with an ACD call 
when:
nThe agent is in Manual-in or Auto-in work mo de
nThe agent is the most idle or next available
nNo other ACD calls are alertin g
nAn unrestricted line appearance is available
nAUX work is not pending
nMove from CMS is not pending
When an agent answers an ACD call, the agent becomes immediately available 
to receive another ACD call from a many-forc ed split or...

Multiple Call Handling
Issue  3   March 1996
3-909
call arrives. Yes indicates that a call would b e delivered for that sp lit under that 
condition; no  indicates that a call would not b e delivered.
Considerations
Work Modes
Activation of the AI or MI work mode with calls on hold will only succeed if the 
agent has an MCH split or skill and an idle unrestricted call appearance 
available. If this is not the case, the activation attemp t is denied. If the activation 
attempt was via a work mode button,...

Feature Descriptions
3-910Issue  3   March 1996 
If the agent is a ctive on a MI ACD or Direct Agent call and some other MI ACD or 
Direct Agent Call abandons from hold, the agent remains in the MI work mode on 
the active call.
If the agent is active on an AI ACD or Direct Ag ent call or is active on a non-ACD 
call and in the AI or MI work mode and a MI ACD or Direct Ag ent call abandons 
from hold, the a gent becomes pending for the ACW work mode and the after-call 
button lamp flashes p ending.
If...

Multiple Call Handling
Issue  3   March 1996
3-911
nDirect Agent Calling
Since ACD a gents can service multiple calls from the MCH skills that the 
agent has logged in to, the agent can handle multiple Direct Agent calls 
from the MCH skills. When a Direct Agent call is queued in a split/skill, the 
queue status indicator for the split/skill will not b e lit when a Direct Agent 
call is queued. ACD agents will be notified that Direct Agent calls are 
waiting by a ring p ing and the current work mode lamp...

Feature Descriptions
3-912Issue  3   March 1996 
The call prompting digits shown are those associated with the active ACD 
call. If the agent reconnects to a call on hold, the display will show the 
digits for the reconnected call.
Administration
Multiple Call Handling is enabled on the “System-Parameters Customer Options”  
form. It is administered on the “Hunt Group”  form. See “Multiple Call Handling” in 
the 
DEFINITY Communications System Generic 3 Version 4 Im plementation, 
555-230-655, or 
DEFI...

Multiple Listed Directory Numbers
Issue  3   March 1996
3-913
Multiple Listed Directory Numbers
Feature Availability
This feature is available with all Generic 3 releases.
Description
Allows a publicly published number for each incoming and two-way (incoming 
side) FX and local CO trunk group assigned to the system.  Also allows DID 
numbers to be treated as LDNs.
When a CO or FX LDN is c alled, a trunk group is accessed.  The trunk group then 
routes the call to the incoming destination designated for...

Feature Descriptions
3-914Issue  3   March 1996 
specified for the trunk group, the calls route to the normal incoming 
destination for that trunk group.  If that destination is an attendant, calls 
route to the DID LDN night extension.
nInternal calls and coverage calls to the attendant route to the DID LDN 
night extension.
Administration
Multiple LDNs is administered by the System Manager. The following items 
require administration:
nIncoming destination for each CO trunk group and each FX trunk...

Music-on-Hold Access
Issue  3   March 1996
3-915
Music-on-Hold Access
Feature Availability
This feature is available with all Generic 3 releases.
Description
Provides music to a party that is on hold, waiting in a queue, parked, or on a 
trunk call that is being transferred.  The music lets the waiting party know that the 
connection is still in effect.
The system provides automatic access to the music sourc e. 
Considerations
The music provided b y Music-on-Hold Access lets the waiting party know that...

Feature Descriptions
3-916Issue  3   March 1996 
nCall Park
nA call placed in queue for a DDC group, UCD group, or ACD split, can 
receive a delayed announcement followed by music.
If a call with either Data Privacy or Data Restriction activated is placed on hold, 
Music-on-Hold access is withheld to prevent the transmission of some musical 
tone which a connected data service might falsely interpret as a data 
transmission.
When Tenant Partitioning is in use, each tenant can be assigned a unique sourc e...