ATT DEFINITY Communications System Generic 3 Instructions Manual

							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 description for more details. An attempt to enter the Auxiliary Work 
mode under these conditions prevents new c alls from entering the q ueue for that 
split.
Once an agent has entered the Auxiliary Work mode for a particular split, the 
agent is no longer available to answer other ACD calls to that split. However, the 
agent may be available for ACD calls to other splits that the agent is logg e d into 
depending on the agent’s state in those splits and the agent is still available for 
non-ACD calls. The BCMS/CMS is notified whenever an agent in the Auxiliary 
Work mode receives an incoming non-ACD call or makes an outgoing call.
NOTE:
Agents in vector-controlled splits can go into AUX work even if they are the 
last agent and calls are queued to that split.
Auto-In Mode: When an agent enters the Auto-In mode, he or she, upon 
disconnecting from an ACD call, automatically becomes available for answering 
new ACD calls.
To change to the Auto-In mode while in another mo de, the agent can dial the 
feature access code for the Auto-In mode followed by the split group number or 
can press the A
UTO-IN button for that split. If the attempt to change modes is 
successful, the lamp associated with the A
UTO-IN button lights steadily and the 
BCMS/CMS is informed of the mo de 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 
BCMS/CMS is informed. If the agent tries to enter the Auto-In mode for an invalid 
split or for a split of which he or she is not a member, or if the agent dials an 
invalid feature access code, the attempt is canceled and the agent receives 
intercept treatment.
Manual-In Mode: When an agent enters the Manual-In mo de, he or she, upon 
disconnecting from an ACD call, automatically enters the After Call Work mo de 
(described later) for that sp lit, and is not available for any ACD calls. The a gent 
must then manually reenter either the Auto-In mode or Manual-In mo de to 
become available for ACD calls.
To change to the M
ANUAL-IN mode while in another mode, the agent can dial the 
feature access code for the Manual-In mode followed by the sp lit group number 
or can press the M
ANUAL-IN button for that split. If the attempt to change modes is 
successful, the lamp associated with the M
ANUAL-IN b utton lights steadily and the  
						

							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 the agent receives intercept 
treatment.
After Call Work Mode: An agent should enter the After Call Work (ACW) mode 
when he or she needs to perform ACD-related activities. For example, an agent 
may need to fill out a form as a result of an ACD call. The agent can enter the 
ACW mode to fill out the form. The agent is unavailable for ACD calls to all splits 
while in the ACW mode, although the agent is placed in the MIA queue upon 
entering this state and advances in queue until entering the AUX state or until he 
or she becomes available and reaches the front of the MIA q ueue and  receives a 
call.
When an agent is in the Manual-In mode and disc onnects from an ACD call, he 
or she automatically enters this mode. To change to the ACW mode while in 
another mode, the agent can dial the feature a c cess c o de for the ACW mo de 
followed by the split  group number, or  press the ACW  button for that split. (Since 
BCMS/CMS statistics for ACW provide the average ACW time, entering the ACW 
node manually may skew reports.) If the attempt to change modes is successful, 
the lamp associated with the ACW  button lights steadily and the BCMS/CMS is 
informed of the mo de 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 BCMS/CMS is informed. If the agent tries to 
enter the ACW mode for an invalid split or for a sp lit of which he or she is not a 
member, if the agent is already in the ACW mode for another split, or if the agent 
dials an invalid feature access code, the attempt is canceled and the a gent 
receives intercept treatment.
Once an agent has entered the ACW mode for a particular split, the agent is no 
longer available to answer ACD calls to that or any other split. [The agent is 
automatically placed in the AUX work mode for any other split(s).] However, the 
agent is still available for non-ACD calls. The BCMS/CMS is notified whenever an 
agent in the ACW mode receives an incoming non-ACD call or makes an 
outgoing call.
Agent Request for Supervisor Assistance
Agents can request assistance (whether on an active ACD call or not) from the 
split supervisor by pressing the A
SSIST button or by putting the call on hold and 
dialing the Assist feature access code, followed by the split group number. The 
agent must be logged into the split. Assist generates three burst ring at the 
supervisor’s station. If a split supervisor is not assigned, the agent receives 
intercept tone.
To request supervisor assistance using the Assist button, the agent does as 
follows: 
						

							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 
conference call with the agent, the supervisor, and the calling party. The 
agent can also transfer the call to the split supervisor, if d esired. The 
calling party hears silence or music on hold (if administered) when the 
agent depresses the assist button.
If the a gent is an attendant, he or she should first p ress the S
TA RT button 
before pressing the A
SSIST button. This will allow the attendant to later 
transfer the call. This rings like a priority call at the supervisor’s set.
nIf the agent is not active on a call, the agent goes off-hook and p resses the 
A
SSI ST button. This automatically 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. This rings like a 
priority call at the supervisor’s set.
To request supervisor assistance using the Assist feature access code, the 
agent does as follows:
nIf the a gent is active on an ACD call, the a gent places the call on hold, 
receives dial tone, and dials the Assist feature access code followed by 
the split group number. The Assist call is then placed to the split 
supervisor. The Call  Management System is notified of the request for 
assistance, and the supervisor’s display (if provided) shows the call is a 
request for assistance. After the agent has talked to the supervisor, the 
agent can drop the Assist c all and return to the ACD call, or the agent can 
set up a conference call with the agent, the supervisor, and the calling 
party. The agent can also transfer the call, if desired. This rings like a 
priority call at the supervisor’s set. Assist calls will not follow the 
supervisor’s call coverage path.
nIf the agent is not active on an ACD c all, the agent goes off-hook and then 
dials the Assist feature access code followed by the split group number. 
The Assist call is then placed to the split supervisor. The CMS is notified of 
the request for assistance, and the supervisor’s display (if provided) 
shows that the call is a request for assistance. This is an exception report 
and must be set up. This rings like a priority call at the supervisor’s set. 
Assist calls will not follow the supervisor’s call coverage path.
ACD Call Disconnecting
An agent can be disconnected from an ACD call in either of four ways.
nThe agent can press the REL EA SE button (if provided). Dial tone is not 
heard after the R
ELEA SE button is pressed.
nThe agent can press the DRO P b utton (if provid e d). The agent hears dial 
tone after pressing the D
ROP b utton and is not available for calls. 
						

							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. The 
feature also provides a tenth event count to track audio difficulty. Stroke Count 
“0” is reserved for Audio Difficulty and the other nine Stroke Counts are customer 
definable.
Stroke counts are reported to the CMS in real time. The switch d oes not store any 
Stroke Count information. Therefore, Stroke Counts are only useful when CMS is 
connected and ACD splits are administered to be measured by CMS
ACD Stroke Counts allow agents to record relevant events on a per-call basis. A 
Stroke Count represents an event that the customer wants to measure. For 
example, a Stroke Count may be used to keep track of the number of inquiries 
about a sp ecific item. Each time an agent receives an inquiry on a specific item, 
he or she can enter the Stroke Count (one through nine) assigned to that item.
Stroke count “0” is used to indicate audio difficulty. For troubleshooting 
purposes, CMS will record the equipment location for the trunk the agent was 
using when the Audio-difficulty button was depressed. This count refers to calls 
with poor transmission quality experienced by ACD agents. Audio transmission 
quality is not improved by pressing the Audio Difficulty Stroke Count button, the 
specific trunk used for the call is recorded
Ten button types maybe assigned for use with Stroke Counts: 0-Stroke, 1-Stroke, 
2-Stroke, 3-Stroke, and so on.
An ACD agent enters a Stroke Count by pressing a Stroke Count button while 
off-hook. The system then validates that the activating agent is either active on an 
ACD call or in the ACW work mode for an ACD split. If these conditions are met, 
the feature lamp lights steadily for two seconds to indicate successful activation 
and a message is sent to the CMS containing the Stroke Count. If the preceding 
conditions are not met, the feature lamp will flutter to indicate unsuccessful 
activation and no message will b e sent to the CMS. The lamp  g oes d ark after two 
seconds. 
						

							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 measured b y the CMS and 
only when the link to the CMS is up. The activating a gent must b e on an ACD c all 
or in the ACW mode after disconnecting from a call while in the Manual-In mode 
or in the Auto-In mode and pending for the ACW mode. Ac tivation in any other 
work mo de is denied.
To enter a Call Work Code, while off-hook and active on an ACD split, the agent 
presses the C
ALL WORK CODE button.
To enter a Call Work Code after d isconnecting from a Manual-In ACD call 
(Auto-In and pending ACW applies as well, the agent must remain off-hook after 
disconnecting from the ACD call. To d isconnect from the ACD call while 
remaining off-hook, the agent can either press the R
ELEASE b utton or wait for the 
far-end caller to hang up.
The system then validates that the activating agent is either active on an ACD c all 
or in the ACW  mode after d isconnecting from an ACD call. If these conditions are 
met, the associated lamp  lights steadily and a C: p rompt a ppears on the display. 
This indicates that the feature is ready for d i git collection. After receiving this 
visual indication, the agent can enter the desired digits. (The agent must wait for 
the visual indication before entering the digits, or the calling party will hear the 
touch-tone digits being dialed). The agent may enter up to 16 d i gits. Any d igits 
beyond 16 will be ignored by the system and will not a ppear on the display. The 
agent then presses 
# to send the Call Work Code entry to the CMS. The Call 
Work Code lamp will g o dark and the display will return to normal mode. If an 
error is made while entering d i gits, the user may press 
* to erase all previous 
d i gits and begin entering d i gits again.
If any button is pressed at the agent’s voice terminal, or if the agent hangs up 
during digit collection, the Call Work Code entry is aborted and no message is 
sent to the CMS. Also, the Call Work Code lamp is extinguished and the display 
is cleared (only one CWC may b e entered per call).
The Call Work Codes function may be used b y as many as 40 agents 
simultaneously. If 40 a gents are simultaneously using this function, and another 
agent attempts to enter a call work code, this agent will receive a display 
message telling the agent to try again later.
This feature requires display-equipped voice terminals (for examp le, CallMaster). 
						

							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 call answered in the Manual-In mo de. For details on Forced Entry of Stroke 
Counts and Call Work Codes, see Automatic Call Distribution (ACD) on pa ge 
3-170.
Agent Sizing (G3V3 and later releases)
This feature a dds a maximum c a pacity to the number of logged-in ACD agents. It 
can be used to limit the number of logged-in ACD a gents to a numb er less than 
(or equal to) the maximum sup p orte d by the system Hunt Group member 
capacity of the hardware configuration.
The new logg e d-in ACD a gents limit ap p lies to ACD agents in traditional ACD 
and Expert Agent Selection (EAS) calls. Auto-Available Split (AAS) agent ports 
are lo g ged in and counted when they are first assigned, while the non-AAS 
agents are counted when they actually log in. Each logged-in agent is counted 
as a single agent independent of the number of splits or skills logged in to for the 
new logg e d-in ACD a gents limit. 
In a d dition to the logged-in ACD agents limit, the number of agents supported is 
d e pendent on the u p per limits that the hard ware p latform supports. The following 
existing limits must also b e considered in sizing a call:
nSystem Hunt Group members — Agent/split pairs assigned or agent/skill 
pairs logged in
nHunt Group member per group (referred to as per group member limit 
herein)
nEAS a gent login IDs p er system
nCall Management System (CMS) measured  agent/sp lit pairs assigned or 
agent/skill pairs logged in
nBasic Call Management System (BCMS) measured agents assigned in 
non-EAS and logged-in EAS
When the maximum number of non-EAS ACD agents are lo g ged in, an ACD 
agent who attempts to log in hears reorder (fast busy) tone. In the EAS 
environment, if the maximum number of agent members are currently logg ed in 
(that is, the system has reached the logged in ACD agent limit) and an agent 
attempts to log in the logical agent ID, the system denies the login and the agent 
hears reord er (fast busy) tone. 
						

							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 in shifts should purchase 
enough agent capacity to allow for a smooth shift change. If agents on a 
subsequent shift are logging in before agents in the previous shift have logg e d 
out, a gents could b e denied login because too many agents are c urrently logg ed 
in. Ad ditionally, Call Center managers need to be aware of their logg e d-in ACD 
agent limit when ad ding agents to handle a traffic peak or when planning a 
special campaign.
In G3V3 and later releases, the new logged-in ACD agent limit is added to the 
existing limits. Any of the following limits may cause a log-in attempt to fail:
nThe number of agents currently logged in matches the logg e d-in ACD 
agent limit that was purchased.
nThe number of agents currently logged in to this s plit/skill matches the per 
group member limit for this G3 hard ware configuration.
nThe number of non-ACD hunt group members plus agent/skill pairs 
currently logged in matches the system hunt group members limit for this 
G3 hardware configuration.
nThe number of EAS agent/skill pairs currently logged in matches the CMS 
measured agent/skill pairs limit for this CMS memory configuration.
nThe number of EAS agents currently logg e d in matches the BCMS 
measured agents limit for this G3 hardware configuration.
The administrator of a non-EAS system can also be blocked from adding agents 
to splits if the agent/split pairs plus non-ACD hunt group members currently 
administered match the system hunt group members limit or the sp lit/agent pairs 
currently administered match the CMS measured agent/split limit or the numb er 
of agents administered matches the BCMS measured agents limit.
In a ddition to purchasing the correct number of logged-in ACD agents, the 
customer must also purchase the correct hardware configuration and CMS 
memory configuration to actually use all of the log ged-in ACD agents purchased. 
There is no add itional configuration required for BCMS. The G3 hardware 
platform has always limited the capacity of ACD agents and will continue to do 
so.  The following are G3V2 limits that will carry into G3V3 and later releases.
nThe system hunt group member maximum provides an upper limit on the 
total numb er of hunt group memb ers. Hunt group members consist of 
non-ACD memb ers assigned, AAS agent p orts assigned (traditional ACD 
and EAS), traditional ACD agent members assigned and logged-in EAS 
agent members. Agents in multiple sp lits/skills count as multiple system 
hunt group members. 
						

							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 customer orders a G3V3 or later release with traditional ACD 
or EAS capability, he/she also orders the maximum numb er of logged in agents. 
Using the ‘Customer O ption’ form, p rovisioning sets the allowable maximum 
number of logged-in agents.
NOTE:
The Customer O ption form field “Logged-in ACD Agents” sets the 
maximum number of ACD a gents that c an log in simultaneously. The switch 
keeps a separate count of logg e d in agents. On a log-in attempt, the value 
for “Logged-in ACD Ag ents”  administered on the form is compared to the 
count of logged in agents kept by the login/logout software. If the numb er 
of logged-in agents is already equal to the number of “Logged-in ACD 
Agents,” then new login attempts are d enied. 
The value for “Logged-in ACD Agents”  cannot be compared with the 
allowable number CMS measured agents. The switch has multiple limits 
with resp ect to ACD a gents. The limit on the CMS should be four times the 
number of agents purchased and administered on the switch.
Considerations
The Agent Call Handling feature is really a combination of features and 
functions that allow ACD split agents to handle ACD calls quickly and efficiently.
An agent, although he or she can be assigned to one or more splits, can be 
logg e d only into four splits at a time.
The number of digits in the log-in identification number must equal the number 
assigned through system administration (0 to 9). The agent’s individual 
identification number is used for record keeping purposes on CMS or BCMS. To 
track individual agent data, the login ID must be at least one d i git. The system 
checks the numb er of di gits in the identification number and verifies that it is not 
already active. It  does not check to see if the identification num ber is a valid 
number although CMS and BCMS use the login identification for reports.
For each sp lit to which an agent is assigned, he or she can be assigned a 
maximum of one of each of the following feature function buttons:
nManual-In
nAuto-In 
						

							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:
nThe Auxiliary Work button flashes.
nNew calls on the ACD sp lit either receive the busy tone or redirect to 
coverage. Calls in the split queue continue to route to the last available 
agent until the split queue is empty.
nAt the last available voice terminal or console, the status lamp associated 
with the Auxiliary Work button, if provided, flashes until the split queue is 
empty. When no more calls remain in the split queue, the Auxiliary Work 
mode is entered and the associated status lamp, if provided, lights 
steadily. (The same sequence applies when the Auxiliary Work mode is 
dial activated instead of button activated, except there is no status lamp.)
NOTE:
The a gent can, however, log out.
If an agent is logged into more than one split, the agent may  become unavailable 
for calls to one split, because of activity at another split. For exam ple, an agent 
may enter the After Call Work mode for one split. This makes the agent 
unavailable for calls to other splits the agent is logged into.
An ACD agent on conference with more than three parties may cause inaccurate 
CMS measurements.
An agent should not log into a split while a call is on hold at his or her extension.
On direct calls to ACD agents with Auto-Answer, incoming notification (zip tone) 
will be sent instead of ringing the station once. This includes attendants. If the 
agent is active on a call, the direct call will provide a single ring.
Any calls to non-ACD Auto-Answer agents will be announced by Incoming Call 
ID tone. Ringing not longer be heard.
Calls for CALLMASTER digital voice terminals and attendant stations will b e 
announced by double tones. The user hears part of the first tone and all of the 
second tone. The tones that are doubled are Zip (Auto-Answer ACD agent calls) 
and Incoming Call ID (all other Auto-Answer calls).
Agents should not be used for hunt group calls and ACD split calls 
simultaneously. Otherwise, all of the calls from one split (either ACD or hunt  
						

							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 easier. An Ab breviated Dialing button can be programmed 
to dial the access code, split number, and/or identification number.
nAuto-Avail-Split/Skill (AAS)
AAS split or skill members are logg e d in and counted as memb ers 
towards the system hunt group member, the per group member, and the 
logg e d-in ACD a gents limits during administration. Reaching any one of 
the limits  can prevent some of the skills or the Login ID from being logged 
in (see Req 2). If the port for an AAS split or skill member goes out of 
service (that is, RONA), the count of agents logged in is not updated. 
These counts for these members are updated only d uring a dministration.
nBrid ging
ACD split/skill calls are not bridged. When an agent handles an ACD 
split/skill call, bridged appearances of that agent will not be b rid ged to the 
call.
Station calls are bridged and agents are able to b rid ge onto them. If an 
agent bridges onto a call, the call is considered a non-ACD extension-in 
call. The agent will not be available for an ACD call at this time unless the 
agent is a member of a many-forced, one-forced, or one-per-skill MCH 
split/skill. The agent can hold this call and become available to receive 
ACD calls even in non-MCH splits/skills if only bridged ap pearances are 
active.
nCall Pickup
A MCH agent can pick up a call with calls on hold. When a call is 
answered by an ACD agent via the Call Pickup feature, the call will b e 
treate d as an incoming non-ACD c all. The agent can also p ut a call pickup 
call on hold and become available for additional calls.
nExpert Agent Selection (EAS)
When EAS is active, all ACD hunt groups are assigned as skills and all 
skills are vector controlled. Agents must log in using Logical Agent IDs 
which are p reassigned on the ‘Log in ID’ form. Skills can b e preassigned to 
login IDs, however, preassignment on the ‘Login ID’ form d oes not actually