AT&T DEFINITY 2500 Instruction Manual page 116

CHAPTER
3.
OPERATING FEATURES
incoming
call with
a
zip-tone (not audible ringing) and is
then
connected
to
the
call-
Generally, Automatic Answering Appearances are not
usecl
with handset operation.
Assignmqrt
ot
Apr€]arancea
la
Voice
Teninars
tor Spril Sope.yiso.s
Two or three appearances
may
be assigned
lor
the ACD supervisor. Two appearances are
recommended
in situations in which the supervisor is not likety
to handle multiple calls from
agents
or
elsewhere.
Three appearances are
recommended
in
situations
in
which
the
supervisor may handle multiple calls and place some calls on hold.
lf the
supervisor answers some ACD calls, three appearances are recommended- While the
supervisor
is
active
on an
ACD call,
a
call ftom
an
agent can be
distributed
to
the
supervisor's voice terminal.
Funhermore, while
the
supervisor
is
active on
a call, no ACD
calls will be distributed since the extension
is
busy except
with
System
85
R2V4
and
DEFINITY
Generic 2 and when multiple call handling is active.
It is
possible
to
assign
a
cove6ge path to the
supervisor's extension. The supervisory
extensions may also be assigned
to a
hunt group so lhat there will be
a
means
to
notify a
supewisor when an agent needs help.
ACD
Feaunes-Agqts
The ACD features assigned to buttons tor agents are: Auto-ln, Manual-ln, Aux Work, Staffed,
Release,
Assist, and Repeat. The status indicators associated with each of these buttons
is
ON
while the agent is in the mode
or
using
the assigned feature. Stroke Count buttons
and
Agent Login (abbrevjated dialing buttoh) may also be assigned depending on lhe needs of
the customer (these
buttons and lheir functions arc described
uncler CMS in
this writeup).
The Auto-ln, Manual-ln, Aux Work, and Stafied leatures affecl the distribution of calls
to
an
agent position. An agent may change between Auto-ln, Manual-ln, and Aux Work at any time
during
a
call,
dlring
After Call Work. or while idle.
Auto-lrr Allows
the answering position
to
receive
a
new ACO call
immediately
upon
disconnecting
from the previous call. Time spent handling ACD calls is tracked by the
CMS-
Manual-ln: Provides an agent time
to pertorm call-related paper work or follow-up procedures
after an ACD call has been completed. When an agent handles an ACD call in the ManuaFln
mode,
the voice terminal goes into the After Call Work mode on disconnecting from the
call.
Ohe Status lndicator associated with the Manual-ln button winks while the voice terminal
is
in
the After Call Work mode.) To be eligible lo
receive
anolher ACD call, an agent must press
Manual-ln
or
Auio-ln button. Time spent handling ACD calls and
in After
Call Work
are
tracked by the CMS. The 1068 display unit indicates the status
of
agents when handling
an
ACD call and in the
After Call Work
mode
Note:
llanual-ln or Auto-ln buttons can also be pressed while on an ACD call to
change the operating mode;
for
example, change from Auto-ln
to
Manual-ln
mode because
the particular call is going to require After Call Work.
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