Lucent Technologies Definity Callmaster II Instructions Manual
Definity enterprise communications server generic 1, generic 3, and system 75 automatic call distribution (acd)
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- Page 1 ® DEFINITY Enterprise Communications Server Generic 1, Generic 3, and System 75 Automatic Call Distribution (ACD) Agent Instructions Lucent Technologies — formerly the communications systems and technology units of AT&T 555-230-722 Issue 5 September 1996...
- Page 2 NOTICE While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Lucent Technologies can assume no responsibility for any errors. Changes or corrections to the information contained in this document may be incorporated into future issues.
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Page 3: Table Of Contents
Introduction ............1 Your Automatic Call Distribution Voice Terminal . - Page 4 Hold ............38 Last Number Dialed .
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Page 5: Introduction
This instruction booklet describes Automatic Call Distribution (ACD) procedures and basic voice terminal procedures for ACD agents. These procedures can be used with all supported voice terminals, including the CALLMASTER ® CALLMASTER II, and CALLMASTER ® DEFINITY Enterprise Communications Server (ECS). ACD agents are organized into one or more splits (also called hunt groups) to answer and handle ACD calls. -
Page 6: Automatic Answering And Manual Answering
into a CALLMASTER voice terminal, you may want to unplug the handset when you are not using it, since it can transmit nearby noises (such as papers being shuffled) which may be heard over the headset. The CALLMASTER and CALLMASTER II voice terminals with Recorder Interface Module (RIM) are designed for recording calls. -
Page 7: Acd Work Modes
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. -
Page 8: Changing Work Modes
Note: When you log in, you are automatically placed in the Aux-Work mode. You can then enter the Auto-In or Manual-In mode to answer your first call. Important: For the non-vectoring ACD environment, you cannot enter the Aux-Work mode if you are the last logged-in agent of a split and there are ACD calls remaining in the queue. -
Page 9: Queue Status Indication
Stroke Count “0” (0-Stroke) is assigned to audio problems on a particular call. Press the 0-Stroke button when you have difficulty hearing an ACD caller. However, note that by pressing 0-Stroke, you have merely indicated to CMS that there was an audio quality problem on that call; pressing the button does not alleviate the audio and/or sound difficulty. -
Page 10: The Vustats Feature
call or the number of calls in queue exceed the administered threshold, these lights flash; otherwise, the lights are off. (You may have one auxiliary queue warning light for Call Warning and Time Waiting thresholds.) The VuStats Feature If your voice terminal has a display and is connected to the DEFINITY ECS G3V3 (or later), you may be able to use the VuStats feature to view Call Center statistics on agents, splits or skills, Vector Directory Numbers (VDNs), and trunk groups. -
Page 11: Non-Acd Calls
If your voice terminal is connected to the DEFINITY ECS G3V4 (or later), note the following new VOA capabilities provided: You may cancel the VOA playback for an incoming call by pressing the flashing call appearance button while the announcement is being heard. You may cancel the repeated VOA playback (after you have pressed the button) by pressing the VOA-Repeat... -
Page 12: Conventions Used In This Guide
Conventions Used in This Guide In these instructions, the following conventions are used in the procedure descriptions: Feature Feature xxxxx [headset or handset tones] For a list of tones and their meaning, see the section titled Tones and Their Meaning. Quick Reference Lists (At the Back of This Guide) At the end of this instruction booklet is a set of quick reference lists. -
Page 13: Acd Procedures
The following procedures give short step-by-step instructions for using ACD features. Note: Calls may be recorded with the use of the CALLMASTER or CALLMASTER II voice terminal with RIM. For details, see the DEFINITY CALLMASTER II and CALLMASTER III Voice Terminals User and Installation Instructions, 555-015-168. -
Page 14: Agent Login (Eas)
Agent Login (EAS) Any EAS agent can be logged into up to 20 skills simultaneously. Each of these agent’s skills will have a skill level (1 – 16) used for Expert Agent Distribution call routing. To log in Press Login if you have an Abbreviated Dialing (AD) button with the login access code stored on it or Press an idle call appearance button and dial the... -
Page 15: Agent Logout
Agent Logout To log out Agent Logout (EAS) Note: If you are an EAS agent, you may be requested or required to enter a Reason Code (available with the DEFINITY ECS, Release 5, or later) before logging out. For example, one number may be used for logging out at the end of an ACD session; another Reason Code may be used for logging out for lunch break. -
Page 16: Auto-In Mode With Automatic Answering
Auto-In Mode with Automatic Answering To answer ACD calls in Auto-In mode with automatic answering Plug in the headset Log in Your answering position is now staffed You are automatically placed in Aux-Work mode The light next to Aux-Work Press Auto-In or Press an idle call appearance button and dial the Auto-In access code __________ (and a 2-digit or... - Page 17 To unstaff your position Manual-In Mode with Automatic Answering or, if you do not need to enter ACW and the Timed ACW feature (see below) is NOT in effect, you are automatically connected to your next ACD call when the caller hangs up, or when you go on-hook or press .
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Page 18: Manual-In Mode With Automatic Answering
To answer ACD calls in Manual-In mode with automatic answering Plug in the headset Log in Your answering position is now staffed You are automatically placed in Aux-Work mode The light next to Aux-Work Press Manual-In or Press an idle call appearance button and dial the Manual-In access code _____ (and a 2-digit or 3-digit split number if you are a non-EAS agent) The light for the call appearance button selected... -
Page 19: Auto-In Mode With Manual Answering
To unstaff your position Auto-In Mode with Manual Answering To answer ACD calls in Auto-In mode with manual answering Your call is disconnected when the caller hangs up or when you press Release The light next to Manual-In The light next to You are in After-Call-Work mode Do any necessary paper work. - Page 20 If necessary, you can press a Stroke Count button or a Call Work Code button while you are on a call or in After-Call-Work mode If you press a Stroke Count button, the light next to the button goes on for two seconds. (If the light flashes, no information was sent to CMS.) If you press a Call Work Code button, the light next to the button goes on steadily, and a ‘...
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Page 21: Manual-In Mode With Manual Answering
To unstaff your position Manual-In Mode with Manual Answering To answer ACD calls in Manual-In mode with manual answering To process another ACD call, repeat Steps 3 through 7 Log out to unstaff your position Log in Your answering position is now staffed You are automatically placed in Aux-Work mode The light next to Aux-Work... -
Page 22: Answering Calls In Multiple Splits Or Skills
To unstaff your position Answering Calls in Multiple Splits or Skills If you are an agent without EAS, you can be a member of any number of splits. However, you can log into a maximum of four splits. You must log into each split in turn, using the Agent Login procedure described in these instructions and dialing the 2-digit (for the DEFINITY ECS G3si) or 3-digit (for the DEFINITY ECS G3r) number of the split. -
Page 23: Multiple Call Handling (Mch)
If you don’t have a display, you can have an incoming call identification (ici) button for each split, The appropriate ici button will flash when an ACD call comes in. Answer the call using the appropriate procedure described in these instructions (Auto-In mode or Manual-In mode). - 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: —...
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Page 25: Mch Forced Call Options Available With The Definityecs G3V4 And Later
To return to the held call MCH Forced Call Options Available with the DEFINITY ECS G3V4 and Later Beginning with the DEFINITY ECS G3V4, the following MCH forced call options can be administered for your agent station. If many-forced is optioned for a split or skill, an ACD call for this split or skill will automatically be delivered to an idle line appearance if: —... -
Page 26: Internal Calls To Splits Or Vdns
Internal Calls to Splits or VDNs To place a call from an extension (an internal call) to an ACD split To place a call from an extension to a specific agent Press an idle call appearance button Dial the unique extension number of the split or VDN. [ringback tone and/or vector feedback] If an agent is available, you will be connected to that agent. -
Page 27: Adding A Skill Or Changing A Skill Priority
Adding a Skill or Changing a Skill Priority During a login session, you may change one of your skill assignments or change the priority of a skill assignment. (Prior to the DEFINITY ECS, Release 5, there are two skill priorities: either primary or secondary. With the DEFINITY ECS, Release 5, and later, there are 16 skill priority levels.) Each of these changes in skill assignment or in priority levels can be done by dialing a feature access code. -
Page 28: Removing Yourself From A Skill Assignment
Removing Yourself from a Skill Assignment While logged in, you may choose to remove yourself from a skill assignment. Note: In order to remove yourself from a skill assignment, your ACD system must have EAS, your voice terminal must be connected to the DEFINITY ECS G3V3 or later, and you must have Class Of Restriction permission. -
Page 29: Using The Vustats Feature
Using the VuStats Feature If your voice terminal is connected to the DEFINITY ECS G3V3 (or later), you may be able to use the VuStats feature to view, on your voice terminal display, Call Center statistics on agents, splits or skills, Vector Directory Numbers (VDNs), and trunk groups. -
Page 30: Request For Supervisor Assistance
To return to Normal display mode, press The light next to VuStats cleared Note: If your status display has an administered timeout, the display line is automatically cleared after this period of time. Note: For a list of VuStats display error messages and the conditions that prompt them, refer to “VuStats”... - Page 31 To request assistance from your supervisor with no call active To request assistance from your supervisor without an button Assist (while active on a call) To request assistance from your supervisor without an button Assist (with no call active) Press for the desired split Assist Note: With EAS, if the...
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Page 32: Mute Feature
Mute Feature Many Lucent Technologies voice terminals, including the CALLMASTER, CALLMASTER II, and CALLMASTER III, have a feature when you are on a call and want to speak with someone else, but don’t want the caller to hear. The associated feature status light goes on when this feature is in use. -
Page 33: Using A Caller Information Button
Using a Caller Information Button If your system has the Call Prompting feature, the caller can be asked to enter data, such as the person’s account number, before the call is directed to an agent. The switch can collect up to 16 touch-tone digits. If you have a voice terminal with a 2-line display, the call prompting digits collected are shown on the second line when the call is delivered. -
Page 34: Display Examples
Display Examples Incoming Trunk Call “a = Incoming Trk Grp Name to Sales Dept” Internal Call “a = Extension Number or Name of Caller to Sales Dept” Queue Status Display “a = Split Name or Extension Number Q-time xx:xx calls yyy” (xx:xx = length of time oldest call has been in queue) (yyy = number of calls in queue) -
Page 35: Basic Voice Terminal Procedures
Basic Voice Terminal Procedures Here are short step-by-step instructions for using each of the voice terminal features. The features are listed in alphabetical order. For those features which you access by using 2-digit or 3-digit access codes, write the feature access codes for your system in the spaces provided. - Page 36 To place an AD call To program/reprogram an outside number, extension, or feature code into a Personal List Note: If the programmed number is associated with a list, it can be up to 24 digits. If the stored number is NOT associated with a list (that is, an Automatic Dialing button), it can be up to 16 digits.
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Page 37: Automatic Callback
To place a call using a personal, group, system, or enhanced list Automatic Callback Sends you a special 3-burst ring tone indicating that a previously busy or unanswered extension is now available. Use to avoid constant redialing when you wish to speak to someone who is frequently busy on the telephone or in and out of the office. -
Page 38: Call Forwarding - All Calls
To cancel Automatic Callback Call Forwarding — All Calls Temporarily forwards all your personal calls to another extension or to an outside number, depending on your system. Use when you will be away from your voice terminal and you want your personal calls to be forwarded to a telephone number of your choice. -
Page 39: Call Park
To cancel Call Forwarding Call Park Puts a call on hold for your voice terminal, for retrieval at any extension. Use when you need to go elsewhere to get information during a call, or whenever you wish to complete a call from a different location. To park a call at your extension (for retrieval at any extension) -
Page 40: Call Pickup
To retrieve a parked call from any extension Call Pickup Lets you answer a call at your voice terminal for another extension in your pickup group. Use when you wish to handle a call for a group member who is absent or otherwise unable to answer. -
Page 41: Conference
Conference Allows you to add parties to a call. Use to include a party important to a discussion. To add another person to a call (up to five other persons, for a total of six people on the call) To add a call you’ve put on hold to another call to which you’re connected... -
Page 42: Hold
Hold Use when you have a call that you don’t wish to drop, but which you have to interrupt briefly to do something else. To put a call on hold while you answer another call, make a call, or do something else To answer a new call while active on another... -
Page 43: Leave Word Calling
Leave Word Calling Leaves a message for another extension or EAS agent to call you back. Use any time you wish to have someone call you back. It will help cut down on repeated call attempts. Note: To do this, you must have a To leave a message after dialing an extension or EAS agent login-ID (Use... -
Page 44: Message
Message To retrieve a message when your Message light is on Send All Calls Temporarily sends all your personal calls to the extension of a person designated to answer them when you cannot. Use when you will be away from your desk or when you do not wish to be interrupted by telephone calls. -
Page 45: Transfer
Transfer Transfers a call from your voice terminal to another extension or outside number. Use when your caller needs to speak further with someone else. Note: Calls from an outside number to your voice terminal can be transferred only to an extension, not to another outside number. To send the present call to another extension or an outside number... -
Page 46: Indicator Lights
If you are using the CALLMASTER, CALLMASTER II, or CALLMASTER III voice terminal or one of the 7400 series voice terminals, the red and the green status light can give you the following information: The red light goes on steadily when: You are active on a call (ACD or non-ACD). -
Page 47: Tones And Their Meaning
Tones and Their Meaning Ringing tones are those produced in the base of your voice terminal and can be heard in the surrounding area. These tones indicate incoming calls. Headset or handset tones are transmitted through the headset or handset receiver and heard only by you. - Page 48 reorder tone — (a fast busy tone repeated 120 times a minute) indicates all trunks are busy. ringback (audible alerting) tone — (a low-pitched tone repeated 15 times a minute) indicates the number dialed is being rung. stutter dial tone — (two sequences of confirmation tone followed by dial tone) indicates a message is waiting for a station an agent is logged into if AMW is optioned for the system and for that station.
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Page 49: Quick Reference Lists
Quick Reference Lists FEATURE ACCESS CODES Feature Code ABBREVIATED DIALING List 1 List 2 List 3 Program Personal List AUTOMATIC CALLBACK Cancel CALL FORWARDING ALL CALLS Cancel ACD Access Codes ACD Function Code After Call Work Agent Login Agent Logout Assist Auto-In Aux-Work... - Page 50 Abbreviated Dialing* Personal List 1 Personal List 2 Item Name Name * You may have as many as 3 personal lists. On System 75 and the DEFINITY ECS G3V3 (and prior), each list can have 5 or 10 items. See your system manager. On the DEFINITY ECS G3V4 (and later, you can have up to 100 entries.