AT&T DEFINITY 2500 Instruction Manual page 119

CHAPTER 3. OPERATING
FEATURES
Several configu.ations
ot
DNIS will be supported, and are valid
with System 85 R2V2lV3/y4
and
Generic
2
switch relearses.
To support these DNIS configuralions, the associated agent
voice terminals are
adminislered
as
display terminals (with
or without physical
display).
lncoming call display messages are monitored.
For System 85
R2V2|B
contigurations,
the
incoming calls must
firsl be
routed
to
specific
"dummy"
extensions
that are
forwarded
or
otherwise redirecled
to
the
ACD
split
or
answering
stations.
(Each
of
these dummy extensions
is
associated
with
a
panicular
product/service.) These configurations also apply in System 85
R2V4
and Generic 2
when
Call Vectoring
is
not
used-
The
Tifiet leatute
may be activated by
the
agent
lo
measure the time
ol calls.
Thls teature
requires activation and deactivatron by
the user.
Date/Time
is another featurc available to
the agent.
Abbreviated Dialing (AD) buttons may be assigned
tor
easy transfer
of
calls
to
splits
and
specific agents. Furthermore,
il
an agent has responsibilities that include making outgoing
calls
to
certain customers, AD dialing buttons can be assigned tor shorter
dialing
of
stored
outside
numbeas.
The Conlerence, Tiansfer, and Hold button cluster can b€ used by agents while
handling
ACO calls as well as non-ACD calls. To transfer a call, the user presses the Transter button.
The call is automaiically placed on hold, and another call appearance is selected. The agent
then dials the extension to
which the call will be transferred (a split
or
specilic user)
and
presses the Transtel button again.
lf the agenl wants to talk privately with the person
to
whom the call is transferred, the agent may
do so
prior
to the
second depression
of
the
Transler button. To conference a call, the user presses the Conleience button. The cail is
automaticaliy placed on hold, and another call appearance is selected. The agent then dials
the number of lhe conferee and presses the Conference button again. At that time all parties
are conneqted in
a
conference-
Other features, including Leave Wotd Caling, may also be
assigned
to
agents'
voice
terminals.
This
capability
will be
particularly useful
to
agents
with
display
modules.
Supervisor/agent messaging
is
enhanced
when this
teature
is
assigned
to
agents
and
supervisors-
Mufttde
CaI
tland,it7g with Hold
An agent in
a generic ACD
or
Message Center Service (MCS) environment will be able
to
handle new ACD calls after putting
a
call on hold. When an agent has a call (o. calls) on hold,
the agent can either manually request to receive new ACD calls or return to a held call.
If a MCS agent
pds
a call on hold via a business communications terminal (BCT),
the screen
associated with the call
will be
saved. When
the call is later
reconnecled via the
BCT, the
saved screen
will
come
up.
lnformation
on lhe
screen can
be
revised,
or
additional
information can be entered by the agent.
This capability has been requested by MCS cuslomers, in conjunstion with the P.incipal Busy
lndication capab'lity
to
allow an agent
to put
a
redirected caller on
hold and handle other
distributed calls while the caller waits
for a
busy principal's extension
io
become
idle.
The
agent can then get back to lhe held caller at a later time to
either transfer the caller back to
&m