AT&T DEFINITY 2500 Instruction Manual page 115

CHAPTER
3. OPERATING FEATURES
C.t, Ha,rtIng
The ACD extension may be used as
a
non-ACD extension.
For
example,
calls may
be
originated and received by the assigned ACD extension. Funhermore, a coverage path may
be assigned
to an ACO extension, although a coverage path may not be assigned to an ACD
split. when a call is in progress at the telephone/voice terminal, whether the call is an ACD
call
or
not, no ACD calls will be received at that voice terminal exc€pt with System 85
R2V4
and Generic 2
when multiple call handling is active.
Transfers may
be made to splits or to a specilic agent
in a
splil.
The ACD extension
ftay
receive transfers
and
extension calls.
lf a
coverage
path is
not
assigned
to an
extension and
a call is
transferred
or
placed
to an agent who has a call
in
progress, the call rings an idle appearance. Ringback tone
is
retumed to the calling party.
lf
a coverage path is assigned to an extension and call coverage is actve, a call transfefied or
placed
to an agent with a call in progress goes to coverage, depending on coveEge criteria.
The Call Management System
(CMS) tracks all calls when the
ageils are properly staffed
and logged in. The 1068 dispiay unit shows the status (Unstatfed and no light
lighted,
Available,
on all calls, After Call Work, Auxiliary Work) of the agents' positions, regardless of
CMS being provjded. The agents do not
need
to be logged in to be "tracked" by the 1068
display unit. The CMS and 1068 display unit allow the ACD sup€rvisor
to
detect misuse of
the telephones.
Assignmenl
ol
Appearances
to
Voice
feminals fot
AEe,tls
Two
or
three appearances
of ihe
same extension are recommencled for
an agenl
voice
terminal, depending on the agent's responsibilities. The ACD calls are distributed only if the
extension is idle except when multiple call handling is active.
Two Appeatances: Recommended
in situalions whe.e the agent is
receiving
incofting
calls
and placing outgoing calls. One of the appearances is used to
originate and terminate calls.
The other appearance is reserved to terminate priority calls and originate calls only. With this
arangement, the agent while active on an ACD call, can use a fealure such as transler and
receive an
imponant (priority) call trom the splil supervisor or other users.
Thrce Appeatances:
ln some situations, such as when a panicular agent frequently deals with
a
particular patron
("clienf), it
is
appropriate
to
assign
three
appearances
to
an
agent
position. This assignment allows the
agent
to
have an active ACD call and receive a
non-
ACD call
on the
second appearance. Therefore,
the first two
appearances
are
used to
originate and terminate calls, and the third appearance is.eseryed to terminate priority calls
and
originate calls only. This configuration allows the agent to
handle ACD calls,
receive calls
directed
to
his
or
her telephone/voice terminal (for example, frorn
a particular
"client"
or
trom the supervisor), and use lransler or answer priority calls.
Automatic
Answeing
Appearahces:
Before System 85 R2V4 and
DEFINITY
Generic
2,
only
one appearance was designated as an Automatic Answering Appearance. To answer a
call
on the
other
appearance,
the user
selected
the
appearance.
An
Automatic Answering
Appearance allowed
the
agent
to operale
in
a
hands-free mode. With System 85 R2V4 and
Generic
2, more appearances can be designated as Automatic Answering appearances to
be
used in multiple
cau
handling
wilh a headset adapter and
headset.
The agent is alerted to
an
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