Multiple Call Handling (Mch) - Lucent Technologies Definity Callmaster II Instructions Manual

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). The associated green call appearance light
changes from flashing to steadily on. The red light goes on while you are on the call.
Calls placed to other splits are placed in queue or delivered to another agent when
you are on a call.
You can display the number and the oldest queued time of calls in queue for each
split using your queue status buttons for the particular split. (See "Display Features"
later in this section).

Multiple Call Handling (MCH)

The Multiple Call Handling (MCH) feature allows agents to process multiple ACD
calls simultaneously. An agent who is logged in to a split or multiple 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 discussed on the next few pages, you will need the DEFINITY ECS G3V4 (or
later).
Several MCH options are available. Check with your ACD supervisor to see if MCH
has been optioned for your split or skills and, if so, which MCH option has been
selected. The MCH options are:
You can receive multiple calls on-request. (See the procedure on the next page.)
You may also be part of a split or skill in which you are forced to receive one or
more ACD calls while you have other ACD or non-ACD calls active or on hold.
These forced MCH options are: the many-forced, one-forced, and one ACD call-
per skill. These forced MCH options can be used only if your voice terminal is
connected to the DEFINITY ECS G3V4 or later switch. More information about
these MCH forced options appears in "MCH Forced Call Options Available with
the DEFINITY ECS G3V4 and Later" further on in this discussion of Multiple
Call Handling.
19