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ATT DEFINITY Communications System Generic 3 Instructions Manual

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Page 221

Agent Call Handling
Issue  3   March 1996
3-77
nTries to enter the Auxiliary Work mode for an invalid split
nTries to enter the Auxiliary Work mode for a sp lit of which he or she is not a 
member
nDials an invalid feature access code
If an agent is the last a gent logg e d into a non-vector c ontrolled split and calls are 
in queue for that sp lit, the agent cannot enter the Auxiliary Work mode until the 
queued calls are handled.  Refer to the considerations section near the end of 
this feature...

Page 222

Feature Descriptions
3-78Issue  3   March 1996 
CMS is informed of the mode change for that agent. If the attempt to change 
modes is successful, but the agent has any active or held calls, the lamp flashes 
until all calls are dropped, at which point the lamp lights steadily and the CMS is 
informed. If the a gent tries to enter the Manual-In mode for an invalid  sp lit or for a 
split of which he or she is not a member, or if the agent d ials an invalid feature 
access code, the attempt is canceled and...

Page 223

Agent Call Handling
Issue  3   March 1996
3-79
nIf the a gent is active on an ACD call, the a gent presses the ASSI ST button 
for that split. This automatically places the ACD call on hold and places a 
call to the split supervisor. The BCMS/CMS is notified of the request and 
the supervisor’s display (if provided) shows that the call is a request for 
assistance. After the agent has talked to the supervisor, the agent can 
drop the assist call and return to the ACD call, or the a gent can set up a...

Page 224

Feature Descriptions
3-80Issue  3   March 1996 
nThe call can be dropped by the calling party.
nThe agent can go on-hook (hang up).
Agents using Automatic Answer are logg e d out of all splits when they 
disconnect from an ACD call by going on hook (hanging up). The 
preferred method of o peration is to use the R
ELEASE b utton (if provided).
Stroke Counts
Stroke Counts provide ACD a gents with the a bility to record up to nine 
customer-defined events on a p er-call basis when the adjunct CMS is active....

Page 225

Agent Call Handling
Issue  3   March 1996
3-81
Call Work Codes
Call Work Codes allow ACD agents to enter up to 16 digits for an ACD call to 
record the occurrence of customer-defined events (such as account codes, 
social security numbers, or phone numb ers). The switch does not store any Call 
Work Code information. Call Work Codes are sent to an adjunct CMS for storage. 
Release 3 of the CMS is required to record Call Work Code information.
Data will be sent to the CMS only for the splits that are...

Page 226

Feature Descriptions
3-82Issue  3   March 1996 
Forced Entry of Stroke Counts and 
Call Work Codes
An agent is always allowed to enter a Stroke Count and/or Call Work Code for an 
ACD call (as long as the agent is on an ACD call or in the ACW mo de after 
disconnecting from a call while in the manual-in mo de). Activation in any other 
work mode is denied. However, each split can be administered so that agents in 
that split are forced to complete a Stroke Count and/or a Call Work Code entry for 
every...

Page 227

Agent Call Handling
Issue  3   March 1996
3-83
This maximum capacity is administrable by authorized AT&T personnel via the 
Agent Sizing  option on the “ System-Parameters Customer-Options”  form. The 
maximum number of allowed logged in ACD agents are set to correspond to the 
configuration a customer purchases. These size limits correspond to price 
element codes (PECs) and permit the customer to purchase agent capacity 
based on their individual needs.
For Ag ent Sizing, customers with agents working...

Page 228

Feature Descriptions
3-84Issue  3   March 1996 
nThe BCMS measured agents maximum provides an upper limit on the 
number of BCMS measured non-EAS agents assigned or the numb er of 
BCMS measured EAS agents logged in.
nThe CMS measured  agents maximum provides an upper limit on the 
number of CMS measured non-EAS agent/sp lit pairs assigned or the 
number of CMS measured EAS agent/skill pairs lo g ged in.
The users of ‘Agent Sizing via the Customer O ption’ form are provisioning 
personnel. When a...

Page 229

Agent Call Handling
Issue  3   March 1996
3-85
nAuxiliary Work
nAfter Call Work
A terminal or console can be assigned a maximum of one ACD R
ELEA SE b utton. 
This button is in a ddition to the fixed R
ELEASE b utton on the attendant console.
For non-vector-c ontrolled s plits, the last available agent in a split cannot enter the 
Auxiliary Work mode if any calls are remaining in the split queue. An attemp t by 
the last available group member to enter the Auxiliary Work mode results in the 
following:...

Page 230

Feature Descriptions
3-86Issue  3   March 1996 
group) will be answered first. For example, if the ACD calls are answered first, 
none of the hunt group calls will be answered until all of the ACD calls are 
answered.
The oldest c all waiting termination is only supported for agents who are servicing 
ACD calls only.
Interactions
The following features interact with the Agent Call Handling feature.
nAbbreviated Dialing
An agent may have Ab breviate d Dialing buttons assigned to make the 
log-in process...
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