AT&T Definity Callmaster II Manual de usuario descargar pdf (Pagina 8)

log out. (See “Reason Codes” in the Quick Reference Lists at the back of this

guide, where you or the agents can list the codes and their meaning.) For

instance, one number may be used when the agent leaves for a lunch break;

another Reason Code number may be used when the agent needs to attend a

training session. Be sure to inform your agents if they need to enter a Reason

Code, and, if so, make certain that each agent has a full list of the applicable

numbers.

Note: When agents log in, they are automatically placed in the Aux-Work mode.

They can then enter the Auto-In or Manual-In mode to answer the first call.

Important: For the non-vectoring ACD environment, an agent cannot enter the

Aux-Work mode if he/she is the last logged-in agent of a split and there are ACD

calls remaining in the queue. If the agent attempts to enter Aux-Work mode in

this case, the following happens:

• No new calls will be allowed to enter the split's queue.

• Calls already in the queue are routed to the agent until the queue is empty.

• If the agent’s voice terminal has an button, the light next to the

button flashes until all calls in the queue are answered. When the last call is

answered, the light next to goes on steadily and the agent enters

AUX-Work mode.

For more information on ACD agent procedures and work modes, refer to the

DEFINITY Communications System Generic 1, Generic 3, and System 75 Automatic

Call Distribution (ACD) Agent Instructions, 555-200-722.

Aux-Work

Changing Work Modes

An agent may change the work modes of a split at any time. If there are no active

calls, the new work mode will be effective immediately. Otherwise, the new work

mode will take effect when all active calls have been processed and completed. You

will notice the new work mode button light flashes until the change takes effect, at

which point the button light goes on steady.

Redirection on No Answer

The Redirection on No Answer feature redirects an unanswered ringing ACD call

after an administered number of rings. If the agent does not answer the call

distributed from a split or skill, the call is redirected back to the split or skill (or to a

VDN, for ACD systems used with the DEFINITY ECS, Release 5, and later) after

making that agent unavailable and notifying the Call Center manager. More

specifically, a non-AAS agent is put in AUX-Work mode; an AAS agent is logged out.

The non-AAS agent will need to change from AUX-Work mode to Auto-In or Manual-

In mode in order to receive calls again. The default Reason Code, if such codes are

enabled, will be used when an agent goes to AUX-Work mode or is logged off by the

Redirection on No Answer feature.

If the call is a Direct Agent call, it is redirected to the agent’s coverage path (or to a

VDN, for the DEFINITY ECS, Release 5, or later) instead of back to a split or skill.

When the call has been redirected, either to the split or to the agent’s coverage path

(or a VDN), and the agent is made unavailable for ACD calls, a light on the

supervisor’s voice terminal beside the

button for the split goes on

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