ATT DEFINITY Communications System Generic 3 Instructions Manual

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-187
nData Call Setup (to or from a member of an ACD sp lit)
Voice Terminal Dialing or Data Terminal (Keyboard ) Dialing can be used 
on calls to an ACD sp lit.
nData Restriction
If the trunk group used for an ACD call has Data Restriction activated, 
agents with automatic answer activated will not hear the zip tone that is 
normally heard.
nDDC and UCD
Before the System Manager changes a ‘‘hunt group’’ from ACD to 
non-ACD (DDC or UCD), all agents...

Feature Descriptions
3-188Issue  3   March 1996 
nHold
If an agent puts an ACD call on Hold, information is reported to the CMS 
via the Personal Call Tracking Feature. Therefore, the CMS records the 
amount of time the agent is actually talking on the call.
nIndividual Attendant Access
Individual attendant extensions can be assigned to ACD splits. Unlike 
voice terminal users, individual attendants can answer ACD calls as long 
as there is an idle call appearance and no other ACD call is on the...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-189
nCDR 
When a CO caller enters a full ACD split queue, CDR and the CMS may 
show different measurements.  CDR measurements indicate the maximum 
number of calls allowed in the queue, whereas the CMS measurements 
indicate all calls in the q ueue p lus any c all on the CO trunk waiting to enter 
the split queue.
nTerminating Extension Group
A Terminating Extension Group cannot be a member of an ACD split.
nRestriction — Origination and...

Feature Descriptions
3-190Issue  3   March 1996 
nWhether or not the split is adjunct-controlled.
nWhether or not each sp lit is vector-controlled.  If a split is 
vector-controlled, announcement attributes, night service destination, 
intraflow, coverage path, and message information cannot be 
administered for the split.
nWhether split measurements are to be internal, external, both, or none.
nWhen Multiple Call Handling is enable d, if the split/skill has a MCH type of 
‘‘none,’’ ‘‘on-request,’’...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-191
Hardware and Software Requirements
Each auxiliary queue warning level lamp  requires one port on a TN742 or 
TN746B Analog Line circuit pack. An indicator lamp may be used as a queue 
warning level lamp. The lamp operates on ringing voltage and can be mounted 
at a location convenient to the split.
A reload indicator can be optioned on a button to indicate when a system reload 
has completed so agents know when calls b e gin again. Each delay...

Feature Descriptions
3-192Issue  3   March 1996 
Automatic Callback
Feature Availability
Automatic Callback is available with all G3 releases.
Description
Allows internal users who placed a call to a busy or unanswered internal voice 
terminal to b e called b ack automatically when the c alled voice terminal becomes 
available.
A single-line voice terminal user activates this feature by pressing the Re call 
button or flashing the switchhook and then dialing the Automatic Callback 
access code. Only one...

Automatic Callback
Issue  3   March 1996
3-193
nThe calling party does not answer the callback call within the a dministered 
interval (two to nine ringing cycles).
nThe calling party decides not to wait and presses the same Automatic 
Callback button a second time (multiap pearance voice terminal) or dials 
the Automatic Callback cancellation code (single-line voice terminal).
Automatic Callback eliminates the need for voice terminal users to continually 
redial busy or unanswered calls to internal...

Feature Descriptions
3-194Issue  3   March 1996 
nInternal Automatic Answer (IAA)
Automatic Callback calls are not answered automatically via the 
Individual Attendant Access (IAA) feature.
nDCS
nRingback Queuin g
An Automatic Callback button is used to activate the Ring b ack Queuing 
feature.
nVoice Terminal Display
nHold
nAuto and Dial ICOM
Voice terminals with the following features cannot activate the Automatic 
Callback feature:
nHot Line Service
nManual Originating Line Service
nRestriction —...

Automatic Callback
Issue  3   March 1996
3-195
Hardware and Software Requirements
No a d ditional hardware or software is required. 

Feature Descriptions
3-196Issue  3   March 1996 
Automatic Circuit Assurance (ACA)
Feature Availability
Automatic Circuit Assurance is available with all Generic 3 releases.
Description
Assists users in identifying possible trunk malfunctions.  The system maintains a 
record of the performance of individual trunks relative to short and long holding 
time calls.  The system automatically initiates a referral call to an attendant or 
display-equipped voice terminal user when a p ossible failure is...