AT&T Definity Callmaster II Manual de usuario descargar pdf (Pagina 13)

Note: 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 active.

Disconnecting From Calls

You can disconnect from a call in several ways:

• You can press to disconnect from any type of call in approximately

one-tenth of a second. This method is faster than waiting for a caller or trunk

to disconnect and enables you to perform other ACD or voice terminal

procedures sooner. You do not hear dial tone after you press .

• You can press which disconnects you from a call and gives you dial

tone. Use when you want to disconnect from an ACD or non-ACD call

and place another call.

• If you are using your handset, you can hang up.

Split/Skill Supervision

A split/skill supervisor is usually assigned to a split or skill to assist agents with

calls when necessary and to monitor queue status indications of calls. Through

Service Observing, the split/skill supervisor, or other designated observer, can

monitor agent calls or Vector Directory Number (VDN) service by pressing an

administered Service Observe button or dialing a Service Observing feature access

code. You can also use the Remote Service Observe feature to observe calls on a

listen-only or a listen and talk basis from a remote location or a local station using

Service Observing feature access codes. The Service Observing and Remote Service

Release

Drop

Observing features can be used to observe physical extensions, EAS agent login-ID

extensions, and VDNs. For more information about the Service Observing and

Remote Service Observing features, see “Activating Service Observing” in the section

titled ACD Procedures.

A supervisor can be, but does not have to be, a member of a split or skill. Except for

the Assist feature that requires one supervisor per split or skill, the supervisory

functions such as Night Service, Queue Status, and Service Observing can be done

by anyone with the proper buttons assigned. Thus, one supervisor can manage

multiple splits or skills, or many supervisors can manage one large split or skill.

Changing an Agent’s Skill Assignment or Priorities

During a login session, an EAS agent may change or remove one or more of his/her

skill assignments or change a skill priority level. (Prior to the DEFINITY ECS,

Release 5, there are two skill priorities: either primary or secondary. With the

DEFINITY ECS, Release 5, and later, there are 16 skill levels.) Each of these

changes in skill assignment or in skill levels can be done by dialing a feature access

code at the agent's station, or remotely at any station that is administered with

console permission. Therefore, if you are an EAS supervisor with console permission,

you can change an agent's skill assignment or skill priority or level on the agent's

behalf.

Note: An agent's skill assignment or priority level can be changed or a skill

assignment can be removed only if the ACD system has EAS, if your voice terminal

is connected to the DEFINITY ECS G3V3 (or later) switch, and if you have the

correct Class Of Restriction permission. Agents cannot be on a call or in the ACW

state for the skill that is to be removed.

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