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Moving Agents from One Split/Skill to Another

Depending on current ACD needs, you may need to move staffed agents under your

supervision from one split or skill to another. Users of R3V4 CMS and later can

change up to 32 staffed agents’ split or skill assignments while the agents are logged

into the ACD system. If the agent is active on a call, in ACW, or has Direct Agent

calls waiting for the split or skill being changed, the move will remain pending until

the agent logs off or completes all Direct Agent calls and becomes available again or

changes to the Aux-Work state.

Note: Users of R3V2 and later CMS releases can change a single agent’s skill

assignment while the agent is staffed.

In a non-EAS environment, you may choose to call agents before moving them to

another split. When a move occurs, staffed agents will be notified with a flashing

light next to the (alert agent change) feature button, if this button has

been administered.

Note: A VuStats button can be administered on a voice terminal which allows the

user to view, on the terminal display, his/her current split or skill assignments.

VDN-of-Origin Announcements

Before each call connection, an agent may hear a short VDN-of-Origin

announcement (VOA) indicating the “called” VDN (service, type or origin of the call).

These announcements are especially helpful for those agents who do not have a

display-equipped voice terminal or who are visually-impaired.

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An agent’s voice terminal may also be equipped with a button. When

the agent selects this button, after an incoming call is answered, the announcement

is replayed. The caller does not hear the VOA.

Notes on VDN-of-Origin Announcements: If the agent’s voice terminal is

connected to the DEFINITY ECS G3V3, the caller can hear the agent if he/she

speaks during the announcement.

For voice terminals connected to the DEFINITY ECS G3V4 (or later), the agent is

not connected to the caller until after the announcement is finished, therefore

ensuring that the caller cannot hear the agent if he/she speaks during the

announcement. In order to give the agent an indication of when to begin speaking to

a caller, a zip-tone is always heard after the VOA has completed. If the agent’s voice

terminal is not configured for automatic answering, he/she will not hear a zip-tone

before the announcement. If the agent’s voice terminal is configured for automatic

answering, the agent will hear the following:

• On analog, digital, or BRI stations sets — a single zip-tone, then the VOA, and

then another single zip-tone, followed by connection to the caller

• On all CALLMASTER station sets — a single zip-tone, then the VOA, and then

a double zip-tone, followed by connection to the caller

Again, agents should remember NOT to begin speaking to the incoming caller until

after the VOA and the second zip-tone (or set of zip-tones) are heard.

Additionally, if the agent is logged into a multi-line terminal, he/she will see the

incoming call’s call appearance button continue to flash until the moment when the

announcement is completed. If the agent is logged in at a terminal with a display, he/

she will see incoming caller information only after the announcement is completed.

VOA-Repeat

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AT&T Definity Callmaster II Manual de usuario Pagina 14

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