Acd Work Modes - Lucent Technologies Definity Callmaster II Instructions Manual

ACD Work Modes

The four work modes associated with ACD call handling are described below. You
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 you are in Auto-In mode, active on a call, and try to change modes, the
mode is not changed until you disconnect from the call. When you change work
modes to Manual-In mode at any time, the change takes place immediately.
It is important to 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 you disconnect from a call, you are automatically available to
receive an ACD call.
Note: If the Timed After-Call-Work (ACW) feature is in effect (available with
the DEFINITY ECS, Release 5, or later), you are automatically placed in the
ACW mode for an administered length of time after you complete the currently
active ACD call. When the Timed ACW interval expires, you are automatically
returned to the Auto-In work mode. If you need additional ACW time, push
before the timer expires.
ACW
Manual-In
In this mode, you automatically enter the ACW mode (described below) when you
disconnect from an ACD call. However, in order to become available to receive
another ACD call, you must then manually enter the Auto-In or Manual-In mode.
After-Call-Work (ACW)
In this mode, you are unavailable to receive ACD calls. Enter the ACW mode
when you need to perform ACD-related activities such as filling out a form after
an ACD call.
Notes: If you wish to enter the ACW mode while in Auto-In mode, you must do so
before completing the current call. Otherwise, you could receive another call
before you get a chance to select ACW.
If you are in the Manual-In mode (or if you are in the Auto-In mode and the Timed
ACW feature is in effect) when you disconnect from an ACD call, you
automatically enter the ACW mode.
Auxiliary Work (Aux-Work)
In this mode, you are unavailable to receive ACD calls. Enter the Aux-Work mode
when you are involved in non-ACD activities such as temporarily leaving your
desk, going to lunch, or making an outgoing call.
Note: If you are an EAS agent, your ACD supervisor may request or require you
to enter a Reason Code each time you change to the AUX work mode or when
you log out. (This feature is available with the DEFINITY ECS, Release 5, or
later. See "Reason Codes" in the Quick Reference Lists at the back of this guide,
where you or your supervisor can list the codes and their meaning.) For instance,
one number may be used when you leave for your lunch break; another Reason
Code number may be used when you need to attend a training session. Check
with your ACD supervisor to see if you need to enter a Reason Code, and, if so, to
obtain a list of the applicable numbers. Your supervisor may also have
programmed specific buttons on your voice terminal with appropriate Reason
Codes already programmed on them.
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