AT&T Definity Callmaster II Manual de usuario descargar pdf (Pagina 11)

ACD Recorded Announcements

Delayed recorded announcements can be assigned by the system manager for the

benefit of the caller. If a “forced first announcement” is assigned, all callers hear a

recording before the system scans the split or skill for available agents.

If a “forced first announcement” is not assigned, the system will try to connect the

call to an available agent. If all agents are active, the call is placed in a queue (if one

exists), and a first announcement delay interval begins (0 to 99 seconds). If an agent

becomes available during the interval or during the announcement, the call is

delivered to the agent.

A unique second announcement can be assigned for each split or skill and is given

when calls are in a queue and the system is continuously scanning the split or skill

for an idle agent. This announcement can recur if that option is administered by the

system manager. If a second announcement is not assigned, the call remains in

queue until answered or removed from the queue.

You can use the Integrated Announcement Boards connected to the switch to record

and manage announcements for your ACD system. For directions on recording,

playing back, and deleting these announcements, see “Recording Announcements” in

the next section, ACD Procedures.

Night Service

If your ACD system is administered for Night Service, all ACD calls coming in

after-hours when Night Service is active can be forwarded to a split or skill, an

announcement, an attendant, or a station.

• A Night Service split or skill can be assigned. In this case, the caller hears the

first forced announcement, if administered. The call is then redirected to the

Night Service split or skill. When an agent in that split or skill becomes

available, the call goes to that agent. If all agents in the split or skill are busy,

the caller will hear the following, if assigned: delayed first announcement,

music-on-hold or silence, and a second announcement.

• You may wish, instead, to redirect all after-hours calls to an announcement.

Then, when a call comes in while Night Service is active, the caller will hear a

pre-recorded announcement such as “No one is here right now. Please call our

office during normal business hours.”

• You may also choose to assign a particular extension or station which rings

when a call comes in after-hours. This extension may belong to a person on

duty, such as an officer at the front desk; it might be an attendant, or it may be

the extension of a voice terminal with a recorded message telling the caller to

call back during regular business hours.

To activate Night Service options, you need a button administered on

your voice terminal. When the agents are ready to leave for the workday and you

don't want anymore calls to enter the queue, press . When you are

ready to deactivate Night Service, press the button again.

Night Service

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AT&T Definity Callmaster II Manual de usuario Pagina 11