Lucent Technologies Definity Callmaster II Instructions Manual page 24

If the on-request MCH
option is available for
your split or skills, use
this procedure to answer
a new ACD or Direct
Agent call while active on
another
An agent with an active call on hold and who has activated Manual-In or Auto-In
work mode in an on-request MCH split or skill will remain available until one of the
following occurs:
— An ACD or Direct Agent call is connected to the agent terminal
— The agent reconnects to a held ACD or Direct Agent call
— The agent reconnects to a non-ACD call put on hold before the agent activated
Auto-In or Manual-On work mode to become available
— The agent goes into ACW or Aux-Work mode
1
Place current call on hold by pressing
Green light flutters next to the call on hold
Present call is put on hold
Note: The maximum number of simultaneous calls
you can handle from an ACD split or skill with
MCH is the number of call appearances assigned to
your station or that number minus one.
2
Activate the Auto-In or Manual-In work mode by
pressing
Auto-In
access code
Note: This activation will be denied if:
— No unrestricted call appearance is available
— You are in a split or skill in which you are required to
enter a Stroke Count or Call Work Code
3
You are alerted with another incoming ACD call.
Answer the new ACD call just like any other ACD call
– that is, by going off-hook, or selecting a ringing line
appearance, or listening for zip-tone. A VDN-of-Origin
announcement may follow.
4
When you complete the new ACD call, you can do one
of the following:
— Go into ACW for the new ACD call. Make sure that
you have selected Manual-In or ACW before
dropping the new call.
— Reconnect to the held call (If your
when you reconnect, the system assumes you are
finished with after-call work for the new ACD call)
— Become available for another call and go back to
Step 2. (If your ACW light is on when you select
Auto-In or Manual-In, the system will assume you
are finished with after-call-work for the new ACD
call.)
or or use a feature
Manual-In
ACW
Hold
light is on
20