ATT DEFINITY Communications System Generic 3 Instructions Manual

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-177
Handling functions and operations. The information below applies generally to 
traditional ACD.  See the Exp ert Agent Selection (EAS) feature for a d ditional 
EAS procedures.
NOTE:
Parts of this section describe when agents are available to receive ACD 
calls. Multiple Call Handling modifies the situations under which an agent 
can receive an ACD call. See the Multiple Call Handling feature for more 
information.
nAgent Log-in and Log-out —...

Feature Descriptions
3-178Issue  3   March 1996 
When an agent enters the Manual-In mo de, he or she, upon 
disconnecting from an ACD call, enters the After Call Work mo de 
for that s plit, and is not available for ACD c alls. The agent must then 
manually reenter either the Auto-In mo de or Manual-In mode to 
become available for ACD calls.
An agent may be required to enter a Stroke Count or Call Work 
Code when in the Manual Mode. For details on this interaction, see 
the ‘‘Forced Entry of Stroke...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-179
— Automatic Answer No Calls — Automatic Answer No Calls is also 
known as Manual Answer.  When a call is directed to an agent the 
agent hears ringing, and then goes off-hook to answer the incoming 
call.  The ringing treatment a pplied to the agent terminal is 
determined by the Voice Terminal Alerting Option administered for 
the agent.
— Headset Use Recommended — It is recommende d this feature be 
used with a headset. In this case, the...

Feature Descriptions
3-180Issue  3   March 1996 
CMS
CMS is an optional adjunct to the system that collects and  processes ACD  data. 
CMS uses this data to generate various reports on the status of agents, 
measured splits, measured trunks and, measured VDNs and vectors. These 
reports c an b e stored for later use or can b e displayed on a terminal for real-time 
information.
For information on CMS for G3r and G3i, see 
G3 Call Management System 
Administration
, 585-215-511. For information on CMS for...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-181
Direct Agent Calling
Direct Agent Calling causes a call to a particular ACD agent to be treate d as an 
ACD call. Direct agent calling requires ASAI or EAS. Whether or not ASAI is 
turned on, Direct Agent Calling must be invoked by a calling endpoint with Direct 
Agent in its COR  calling a station with Direct Agent in its COR.
Agents may receive zip tone, ring, or ring/ping when these calls are d elivered. 
Agents may have ‘‘After Call Work’’...

Feature Descriptions
3-182Issue  3   March 1996 
log-off using a feature access code. If the agent is in the MAN-IN mode or has 
pushed the After Call Work (ACW) button while on a Direct Agent Call, the agent 
will go to ACW.
Vector-Controlled Splits
For detailed information on vector-controlled splits, see ‘‘ACD Split/Hunt Group 
O peration with Call Vectoring’’ in the Call Vectoring feature. Vector controlled 
splits/skills (that is, ACD hunt group with vector = 
y) can b e called directly via the...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-183
Stroke Count or a Call Work Code has been completed, the Manual-In lamp  
flutter. If the Manual-In FAC is used before a Stroke Count or a Call Work Code 
has been completed, intercept tone is given. (However, the a gent can subvert 
the Forc ed  Entry mechanism by going into AUX first or by entering (
*) only for 
forced entry of call work codes.)
Once a Stroke Count or a Call Work Code entry is completed, pressing the 
Manual-In button (or...

Feature Descriptions
3-184Issue  3   March 1996 
that announcement is not being used. The maximum queue length for all digital 
announcements is shown in the Capacities Table. Queues for analog and aux 
trunk announcements are on a per-announcement basis. The capability to install 
multiple Integrated Announcement board s is available with G3V4 and later 
releases.
If a delay announcement is used, answer supervision is sent to the distant office 
when the caller is connected to the announcement. Charging...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-185
The switch measurement will indicate the maximum numb er of calls allowed in 
the queue.  The CMS measurement will indicate all the calls in the ACD split 
queue plus any call on the CO trunk waiting to terminate on the ACD split.
CO switches will usually drop calls which remain unanswered after a period of 
two to three minutes. Therefore, if an incoming CO  call queues to a split without 
hearing an announcement or music, and the caller...

Feature Descriptions
3-186Issue  3   March 1996 
— No agents are logged in
— All agents are in AUX work mode
If the queue is not full, a call will enter the q ueue when at least one agent is 
on an ACD call or in ACW mode. Queued calls remain in queue for a time 
interval equal to the Coverage Don’t Answer Interval before redirecting to 
coverage. If any agent in the split becomes idle, the call directs to that 
voice terminal.
Calls that redirect on the ‘‘don’t answer’’ criterion are reported to...