AT&T Definity Callmaster II Manual de usuario descargar pdf (Pagina 7)

Then agents with headsets must (manually) press the incoming call appearance

button to answer the call. Agents using the handset merely go off-hook.

Note: Depending on how your system is administered, ACD callers may hear

one or more announcements before being connected to an available agent.

ACD Work Modes

The four work modes associated with ACD call handling are described below. Agents

can enter a work mode by pressing the button for that mode or dialing an access code

for the mode. A work-mode change in an EAS environment applies to all logged-into

skills.

Notes: If the agent is in Auto-In mode, active on a call, and tries to change modes,

the mode is not changed until the agent disconnects from the call. When an agent

changes work modes to Manual-In mode at any time, the change takes place

immediately.

It is important that agents use the After-Call-Work (ACW) and Aux-Work modes

accurately to indicate ACD-related and non-ACD activities.

• Auto-In

In this mode, when agents disconnect from a call, they are automatically

available to receive an ACD call.

Note: If the Timed After-Call-Work (ACW) feature is in effect (available only

with the DEFINITY ECS, Release 5, and later), an agent is automatically placed

in the ACW mode for an administered length of time after he/she completes the

currently active ACD call. When the Timed ACW interval expires, the agent is

automatically returned to the Auto-In work mode. If the agent needs additional

ACW time, he/she should push before the timer expires.

• Manual-In

In this mode, agents automatically enter the ACW mode (described below) when

they disconnect from an ACD call. However, in order to become available to

receive another ACD call, the agent must then manually enter the Auto-In or

Manual-In mode.

• After-Call-Work (ACW)

In this mode, agents are unavailable to receive ACD calls. Agents should enter

the ACW mode to perform ACD-related activities such as filling out a form after

an ACD call.

Notes: If the agent wishes to enter the ACW mode while in Auto-In mode, the

agent must do so before completing the current call. Otherwise, the agent could

receive another call before he/she gets a chance to select ACW.

If the agent is in the Manual-In mode (or if he/she is in the Auto-In mode and the

Timed ACW feature is in effect) when he/she disconnects from an ACD call, the

agent will automatically enter the ACW mode.

• Auxiliary Work (Aux-Work)

In this mode, agents are also unavailable to receive ACD calls. Agents should

enter the Aux-Work mode when they are involved in non-ACD activities such as

temporarily leaving their desks, going to lunch, or making an outgoing call.

Note: If you are in an EAS environment, you may request or require that agents

enter a Reason Code each time they change to the AUX work mode or when they

ACW

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