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steady. (Turn the light off by pressing the button again.) The Redirection on No

Answer feature is available only with the DEFINITY ECS G3V2 and later.

Note: If the agent is active on an ACD call or an ACD call is on hold, the agent will

not be taken out of service.

In order to log in an AAS agent again, do the following:

• In a situation where EAS is NOT being used, return the redirected port into

service in an auto-available split (AAS) by readministering the agent port as a

member of the AAS.

• If EAS is being used, agents are administered on an Agent LoginID form.

Therefore, in order to have the agent logged in again, you need to take the

agent out of the skill and then readminister the appropriate Agent LoginID

form.

Multiple Call Handling (MCH)

The Multiple Call Handling (MCH) feature allows agents, on request, to process

multiple calls simultaneously. An agent who is logged in to multiple splits or skills

can process multiple ACD calls only from that split or those skills which are

administered with the MCH capability.

Note: In order to use this feature, an agent must be using a multi-appearance voice

terminal connected to the DEFINITY ECS G3V3 (or later) switch. For some MCH

options, you will need a G3V4 (or later) switch.

The maximum number of simultaneous calls an agent can handle from an ACD split

or skill with MCH is the number of call appearances assigned to his/her station or

that number minus one.

There are several MCH options: the agent can receive multiple ACD calls

on request or can be forced to receive one or more ACD calls with other ACD or

non-ACD calls held or active.

• The on-request option can be used only if the voice terminal is connected to the

DEFINITY ECS G3V3 (or later). This option allows an agent in an MCH split

or skill to put an ACD call or a non-ACD call on hold and subsequently select

an available work mode. A queued ACD split or skill call or a Direct Agent call

is then routed to this particular agent.

Beginning with the DEFINITY ECS G3V4, the many-forced, one-forced, and

one-per-skill MCH options can also be used.

• If many-forced is optioned for a split or skill (this option can be used in an EAS

or a non-EAS environment), calls from a many-forced split or skill will

automatically be delivered to an idle line appearance if the agent is in the

Auto-In or Manual-In mode and an unrestricted line appearance is available on

the voice terminal.

• If one-forced is optioned for a split or skill (this option can be used in an EAS or

a non-EAS environment), an ACD call from the one-forced split or skill is

automatically delivered to an idle line appearance if the agent has no other

ACD call on the station and is in the Auto-In or Manual-In work mode, and an

unrestricted line appearance is available on the voice terminal. After the agent

has taken the first ACD call in a particular one-forced split or skill, the

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