Answering Calls In Multiple Splits Or Skills - Lucent Technologies Definity Callmaster II Instructions Manual

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. Make sure you are available for calls in all the splits you are
logged into.
An EAS agent can log into as many as 20 skills simultaneously. With EAS, you need
to log in only once (EAS agents do not need to enter a skill number) and, by pushing
or
Auto-In Manual-In
previously administered.
In the following example, you have logged into splits 1 and 2. (If you are an EAS
agent, substitute the word skill for split.) If you are on an ACD call in split 1 and an
ACD call is placed to split 2, that call enters the queue if no other agent is available.
When you complete your split 1 ACD call and any after-call work, the queued call for
split 2 is delivered (if you are the most idle agent).
If you press a Call Work Code button, the light
next to the button goes on steadily, and a "C:"
prompt appears on the display. You can then enter
up to 16 digits. When you are finished, press
If you make a mistake in entering the digits, press
and start again.
*
6
Go on-hook or press
ends
The light next to
The light next to
You are in After-Call-Work mode
7
Do after-call work
8
To receive another ACD call, press
or Go off-hook and dial Manual-In access code
__________ (and a 2-digit or 3-digit split number if
you are a non-EAS agent)
The light next to
The light next to
9
To process another ACD call, repeat Steps 3 through
1
Log out to unstaff your position
, you are available in all skills for which you have been
when the conversation
Release
goes off
Manual-In
goes on steadily
ACW
Manual-In
goes off
ACW
goes on steadily
Manual-In
# .
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