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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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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 with one-forced MCH, the agent could be forced an ACD call for one of the agent’s other skills d epending on the MCH typ e of their other skills. An a gent in a one-forced split/skill in the MI/AI work mode is unavailable for that split/skill from the time that any ACD call rings the agent until all ACD calls are abandoned, redirected or dropped by the agent. Because One Forced MCH forc es an ACD call to alert an agent who is not currently on an ACD call, it is useful in situation where ACD calls need to take precedence over other calls. One Per Skill One Per Skill MCH is only available with Expert Agent Selection (EAS). With this option, an agent who has no ACD call for this skill will be automatically interrupted with a single ACD call from this skill 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 nNo other ACD calls for this particular skill are active or held nAn unrestricted line appearance is available nAUX work is not pending nMove from CMS is not pending As long as the one per skill call is active or held, the agent will not automatically receive an additional call from that skill. However, an agent who has received a forced ACD call can request another ACD call from a one-per-skill 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 one-per-skill group, the agent could be forced an ACD call for one of the agent’s other skills if that skill has a type of many-forc ed or one-per-skill. Because One Per Skill MCH allows a call from a split to be delivered even when the agent is already on an ACD call, it is useful when calls from one skill have higher priority than other ACD calls.
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 skill provided the above conditions are met. Generally speaking, agents in many-forced groups in the MI/AI work mode are unavailable only when an ACD call is ringing at the agent’s station. Because Many Forced allows a call to be delivered even when the a gent is already active on an ACD call, it is useful when very imp ortant or urgent calls must be answered, even when that requires putting an equally important call on hold. It can also be used to force Direct Agent Calls to an agent. MCH Example In this example, it is assume d that an a gent is logg e d into four skills each with a different MCH option. The following table shows when a call would be delivered under the described conditions when an unrestricted line a p pearance is available and the agent is in the Auto-In or Manual-In work mode and when AUX work is not pending. The left column describes the existing conditions when the
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, the button lamp flashes denial. If the activation attempt was via a feature access code, the a gent receives intercept tone. If an agent is in the AI work mode and activates MI work mode with calls ringing or active, the agent simp ly toggles to the MI work mo de. Similarly, an agent in the MI work mode activating the AI work mode with calls ringing or active simp ly toggles to the AI work mo de. If an agent selects ACW with calls on hold, ACW is pending until all calls complete or until an MI call completes. If the agent selects AUX work with calls on hold, AUX work will be pending until all calls complete. Ad ditional ACD calls will not be delivered when AUX work is p ending. When a MI/AI ACD or Direct Agent call with pending ACW completes, the agent enters ACW. When an agent is active on a non-ACD call with ACW p ending the a gent can receive forced MCH calls. Table 3-71. MCH Call Delivery Example Condition Skill 1 (MCH=on- request) Skill 2 (MCH= forced-one) Skill 3 (MCH=one- per-skill) Skill 4 (MCH=many) no calls on set yes yes yes yes one active extn call no yes yes yes skill 1 call active no yes yes yes skill 2 or 4 call active no no yes yes skill 3 call active no no no yes extn call held, no other action no yes yes yes skill 1, 2, or 4 call held, no other action no no yes yes skill 3 call held, no other action no no no yes extn call held, then AI/MI selected yes yes yes yes skill 1,2,3, or 4 call held, then AI/MI selected yes yes yes yes
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 the agent reconnects to a held ACD or Direct Agent call, the agent work mode changes to the work mode associated with the held ACD or Direct Agent call (either Auto-In or Manual-fn). For example, if the agent is in the ACW mode and reconnects to a held MI work mode ACD call, the agent returns to the MI work mode. Similarly, if the agent is in the AI work mo de and reconnects to a non-ACD call that was made or received while in the ACW mode, the agent returns to the ACW mode. Interactions The following interactions are true for all MCH options. nAutomatic Hold An agent in many-forced, one-forced, or forc e-per-grp split/skill may answer a ringing ACD call by pushing the line appearance. If the automatic hold feature is optioned, the active call will automatically be placed on hold. nCall Work Codes (CWC) and Stroke Counts An agent processing multiple ACD calls simultaneously in a MCH environment can enter CWCs and Stroke Counts. When an agent enters a CWC or Stroke Count with multiple ACD calls on the station, the CWC or Stroke Count will be associated with the last ACD call the agent was processing. If a CWC or Stroke Count is entered during an active ACD call, possibly with calls on hold, the CWC or Stroke Count will be associated with the active ACD call. MCH sp lits/skills can have Forced Entry of Call Work Codes and Stroke Counts. If an on-request agent is active on a call that has forced entry of CWC or Stroke Counts an d places that call on hold without entering a CWC or Stroke Count, the a gent cannot request another call. The agent must first enter a CWC or Stroke Count for the held call. If a many-forced agent is in MI/AI work mode in a sp lit/skill with forced entry of Stroke Counts and Call Work Codes, the agent will be forced an ACD call even if a Stroke Count or Call Work Code has not been entered. If an agent is active on a MI c all and another MI c all abandons with forced entry of Stroke Counts and Call Work Codes, the forced entry is ignored for the abandoned call.
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 will flash. nMove Ag ent While Staffe d An agent with a move p ending may hold a call and request another ACD call. All calls and ACW must be complete before the pending move will take place. nNon-ACD Calls If an agent has activated AI or MI work mode with calls on hold, he or she can then answer or originate a non-ACD call. With on-request MCH, the agent is then temporarily unavailable for an ACD or Direct Agent call. With forced MCH if other conditions are met, a call may be delivered. If an agent in ACW reconnects to an AUXIN/AUXOUT c all, the agent remains in ACW. nQueueing When an agent becomes available, the system places the agent at the end of the queue for Uniform Call Distribution (UCD) hunt groups, at the bottom of the skill type for Expert Agent Distribution (EAD) hunt groups, or makes the agent available for Direct Department Calling (DDC) hunt groups. When this agent becomes the most available according to the group type (UCD, EAD, or DDC) a queued ACD or Direct Ag ent call is routed to the agent and rings at the agent’s station. If the last a gent on a forced MCH split is pending for AUX work mo de in a non-vector controlled split, the a gent will be forced to drain the queue before the AUX work mode takes effect. This agent will c ontinue to receive ACD calls based on the MCH type of their split and the AUX work mo de will remain p ending until the q ueue is drained. nRedirection on No Answer If an MCH agent has a call active or on hold and the Redirection on No Answer time exp ires for another ringing ACD call, the call is redirected back to the split/skill. However, the a gent is not taken out of service. nRestricted Line Ap pearance If the last available line a p pearance is administered as Restricted Last Ap p earance on the “Agent’s Station” form, the agent does not receive a d ditional ACD calls because the appearance is reserved for making conference or transfer calls. nVoice Terminal Displays
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 NIT Y Com munications System Generic 3 V2/V3 Implementation , 555-230-653. Hardware and Software Requirements With the exception of ACD no a d ditional software or hardware is required. MCH is only available on multi-appearance terminals. If a CMS a djunct is used, On Request MCH requires R3V2 or a later release; Forced MCH requires CentreVu TM CMS (R3V4) or a later release.
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 that trunk group. The incoming destination for an FX or CO trunk group can be one of the following: nAttendant group nACD split nDDC group nUCD group nRemote Access All DID LDN calls route directly to the attendant group. Considerations Multiple LDNs provide publicly published numbers for a business. These numbers allow public access to an attendant. LDNs are also useful when it is necessary that the public be able to contact a particular DDC or UCD group. The feature can also b e used for Remote Access. A unique display for incoming call identification can be provided for each LDN, including the DID num bers. Interactions If Night Service has been activated and a night console is not assigned or is not operational, incoming LDN calls route as follows: nDID LDN calls route to a designated DID LDN night extension. If no DID LDN night extension is designated, DID LDN calls route to the attendant. nOther incoming calls on trunk groups route to the night destination specified for the trunk group. If the night destination is the attendant, calls route to the DID LDN night extension, if specified. If no DID LDN night extension is specified, calls route to the attendant. If no night d estination is
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 group used for LDNs nDID LDNs nDID LDN night extension nA unique name for each LDN (optional, for display purposes) Hardware and Software Requirements No a d ditional hardware or software is required.
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 he or she is still connected. Waiting parties are less likely to hang up. This results in a greater number of completed calls. If a multiple-party connection is on hold, waiting in q ueue, or p arked, music is not provided. The number of calls that can be connected to Music-on-Hold Access simultaneously is not limited. The treatment of transferred trunk calls can be controlled by the System Parameter field ‘‘Music (or Silence) on Transferred Trunk Calls.’’ Such calls can be administered to receive either music or silence. If you use equipment that rebroadcasts music or other copyrighted materials, you may be required to obtain a copyright license from or pay fees to a third party such as the American Society of Composers, Artists, and Producers (ASCAP) or Broadcast Music Incorporated (BMI). You can purchase a Ma gic on Hold® system, which does not require such a license, from AT&T. Interactions When any one of the following features is activated, music is provided when one party is waiting or held: nHold nConference — Terminal nTransfer (application of music or silence as op posed to ringback tone can be controlled for trunk calls)
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 for music to be heard when a caller is placed on hold. See the Tenant Partitioning feature for a d ditional information. Administration Music-on-Hold Access is administered on a per-system basis by the System Manager. The only administration required is the assignment of the port number used to provide the feature, and the assignment of whether music, tone, or silence is heard on transferred trunk calls. Hardware and Software Requirements Requires the music source and one port on a TN763 Auxiliary Trunk circuit pack (TN763D supports A-law), or one port on a supported Analog Line circuit pack such as the TN742. A KS-23395L4 coupler is required to connect the music source to the Analog Line port. Also, if the music sourc e is not FCC registered, a 36A or 909A voice coupler is required to provide an interface and system protection for the music source. See DEFI NI TY Com munications System Generic 3 Wiring, 555-230-111, for a description of Music-on-Hold hardware requirements. Multiple Music-on-Hold sources require Tenant Partitioning Software.