AT&T Definity Callmaster II Manual de usuario

Lucent Technologies —formerly the communicationssystems and technologyunits of AT&TDEFINITY® Enterprise Communications Server Generic 1, Generic 3

6on-request rules will apply for the agent to request additional ACD calls from the one-forced split or skill.• If one-per-skill is optioned for a ski

7ACD Recorded AnnouncementsDelayed recorded announcements can be assigned by the system manager for the benefit of the caller. If a “forced first anno

8 Queue Status IndicationTwo types of queue status indications are provided for ACD calls. The system manager may assign agents’ voice terminals a but

9Note: If an agent is on a non-ACD call, no ACD call will be routed to the agent from any of the splits or skills unless Multiple Call Handling is ac

10Moving Agents from One Split/Skill to AnotherDepending on current ACD needs, you may need to move staffed agents under your supervision from one spl

11Note the following new VOA capabilities provided if the agent’s voice terminal is connected to the DEFINITY ECS G3V4 (or later):• The agent may canc

12• Trunk Outage Measurements — provides measurements on the four trunks that were out of service the most during the measurement period. Separate rep

13Quick Reference Lists (At the Back of This Guide) At the end of this instruction booklet is a set of quick reference lists. Use them to record you

14ACD ProceduresThis section describes the ACD procedures supervisors uses most frequently, although the first several tasks are predominantly used by

15 Any EAS agent can be logged into up to 20 skills simultaneously. Each of these agent’s skills will have a skill level (1 – 16) used for Expert

NOTICEWhile reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Lucent Tec

16 Agent Logout To log out 1. Press if there is an Abbreviated Dialing (AD) button wit

17The Service Observing feature can be used to monitor an agent’s performance for extended periods of time. If you are observing a particular agent or

18Important: The use of the Service Observing feature may be subject to federal, state, or local laws, rules, or regulations and may be prohibited pur

19Note: An optional warning tone is available (on a per-system basis) to alert the agent and caller that an observer is about to be added to the conn

20I During a login session, agents may change one of their skill assignments or change the skill level assignment. (Prior to the DEFINITY ECS, Re

21 While logged in, you may choose to remove an agent from a skill assignment.Note: In order to remove an agent from a skill assignment, your ACD

22 If your voice terminal is connected to the DEFINITY ECS G3V3 (or later), you may be able to use the VuStats feature to view, on your voice terminal

23Note: For a list of VuStats display error messages and the conditions that prompt them, refer to “VuStats” in the DEFINITY Generic 3 Feature Descri

24Many Lucent Technologies voice terminals, including the CALLMASTER, CALLMASTER II, and CALLMASTER III, have a button. Use the Mute feature when yo

25Using a Caller Information ButtonIf your system has the Call Prompting feature, the caller can be asked to enter data, such as the person’s account

1ContentsIntroduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Your Au

26Display ExamplesIncoming Trunk Call “a = Incoming Trk Grp Name to Sales Dept”Internal Call“a = Extension Number or Name of Caller to Sales D

27Basic Voice Terminal ProceduresHere are short step-by-step instructions for using each of the voice terminal features. The features are listed in al

28Note: If the programmed number is associated with a list, it can be up to 24 digits. If the stored number is NOT associated with a list (that is, a

298 Hang up or press or to end programmingNote: In the back of this instruction booklet, there is an Abbreviated Dialing list on which you can re

30Note: After you activate Automatic Callback, the system monitors the called extension. That extension becomes available after the called person com

31Puts a call on hold for your voice terminal, for retrieval at any extension. Use when you need to go elsewhere to get information during a call, or

32Lets you answer a call at your voice terminal for another extension in your pickup group. Use when you wish to handle a call for a group member who

33Allows you to add parties to a call. Use to include a party important to a discussion.Conference

34Use when you have a call that you don’t wish to drop, but which you have to interrupt briefly to do something else. Hold

35Leaves a message for another extension or EAS agent to call you back. Use any time you wish to have someone call you back. It will help cut down on

2Call Pickup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Conference . . . . . . . . . . . .

36Temporarily sends all your personal calls to the extension of a person designated to answer them when you cannot. Use when you will be away from you

37Transfers a call from your voice terminal to another extension or outside number. Use when your caller needs to speak further with someone else.Note

38Indicator LightsIf you are using the CALLMASTER, CALLMASTER II, or CALLMASTER III voice terminal or one of the 7400 series voice terminals, the red

39Tones and Their MeaningRinging tones are those produced in the base of your voice terminal and can be heard in the surrounding area. These tones ind

40• reorder tone — (a fast busy tone repeated 120 times a minute) indicates all trunks are busy.• ringback (audible alerting) tone — (a low-pitched to

Quick Reference ListsFEATURE ACCESS CODESFeature Code Feature CodeABBREVIATED DIALINGList 1CALL PARKAnswer BackList 2 CALL PICKUPList 3 LAST NUMBER DI

Abbreviated Dialing* MiscellaneousItemNo.Personal List 1 Personal List 2 Personal List 3 Description ExtensionName Name Name Message1Attendant2AUDIX34

1Introduction This instruction booklet describes Automatic Call Distribution (ACD) procedures and basic voice terminal procedures for the ACD supervis

2into a CALLMASTER voice terminal, you may want to unplug the handset when you are not using it, since it can transmit nearby noises (such as papers b

3Then agents with headsets must (manually) press the incoming call appearance button to answer the call. Agents using the handset merely go off-hook.

4log out. (See “Reason Codes” in the Quick Reference Lists at the back of this guide, where you or the agents can list the codes and their meaning.) F

5steady. (Turn the light off by pressing the button again.) The Redirection on No Answer feature is available only with the DEFINITY ECS G3V2 and late