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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
Here you can view all the pages of manual ATT DEFINITY Communications System Generic 3 Instructions Manual. The ATT manuals for Communications System are available online for free. You can easily download all the documents as PDF.
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:...
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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...