AT&T Definity Callmaster II Manual de usuario descargar pdf (Pagina 5)

Introduction

This instruction booklet describes Automatic Call Distribution (ACD) procedures

and basic voice terminal procedures for the ACD supervisor. These procedures can be

used with all supported voice terminals, including the CALLMASTER®,

CALLMASTER® II, and CALLMASTER® III voice terminals, connected to the

DEFINITY®

Enterprise Communications System (ECS).

ACD agents are organized into one or more splits (also called hunt groups) to answer

and handle ACD calls. Calls can be distributed to the agents' voice terminals with

the Uniform Call Distribution (UCD) method (sometimes called the Most Idle Agent

method), in which incoming trunk calls, local calls, and attendant-extended calls are

connected to the most idle voice terminal in a prearranged group of voice terminals.

If Expert Agent Selection (EAS) is being used, agents are placed in groups called

“skills.” An EAS agent can be logged into up to 20 skills simultaneously. (Non-EAS

agents are limited to four splits at the same time.) For each skill, EAS distributes

calls to the agents' voice terminals by using one of two call distribution methods:

UCD or Expert Agent Distribution (EAD). EAD is similar to UCD except that calls

are always distributed in a Most Idle Agent (MIA) fashion. With the DEFINITY ECS

G3V4 and earlier, calls are distributed to available “primary skill” agents first, then

to available “secondary skill” agents. If the agent’s voice terminal is connected to the

DEFINITY ECS, Release 5, or later, skill levels are numbered 1 through 16. In this

case, a call is distributed to agents with the highest -priority skill level first (closest

to 1), then to agents with this skill at a lower priority level.

Your Automatic Call Distribution Voice Terminal

These instructions describe call handling with all supported voice terminals,

including the CALLMASTER voice terminals. Often, ACD agents and supervisors

use headsets, and therefore the procedures in this manual are written for headset

users. If you are using a handset and have a switchhook, however, you can adapt the

procedure as follows:

• Where a procedure states “press a call appearance button,” lift your handset

instead.

• To disconnect from a call, hang up your handset or press .

The CALLMASTER and CALLMASTER II and III Voice Terminals

The (602) CALLMASTER and the (603) CALLMASTER II (with Recorder Interface)

and the CALLMASTER III (without Recorder Interface) voice terminals are specially

designed for ACD agent use. Each of these digital voice terminals features a 2-line

display of call-related information. Information on installing and using the

CALLMASTER II and CALLMASTER III voice terminals can be found in the

DEFINITY CALLMASTER II and CALLMASTER III Voice Terminals User and

Installation Instructions, 555-015-168.

The CALLMASTER, CALLMASTER II, and CALLMASTER III voice terminals can

be used with a handset, which fits into a cradle (this is not a switchhook). If you are

using any of the CALLMASTER voice terminals with the handset, follow the headset

procedures. The handset is off-hook (live) whenever it is plugged into a

CALLMASTER voice terminal. If you have both a handset and a headset plugged

Release

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AT&T Definity Callmaster II Manual de usuario Pagina 5

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