AT&T DEFINITY 2500 Instruction Manual page 120

CHAPTER
3. OPERANNG FEATURES
the principal, when the principal's extension is
shown
to
be
idle, or
to
a ow the caller
to
leave a message
for the principal.
This capability could also be useful for agents in both generic ACD and MCS environments
to temporarily 'stack' calls (up
to
12
per
agent)
on their terminals
to
redu@
the
number
of
calls in queue
i{,
Ior
instance, the split receives a sudden burst of tratfic.
ACD
Features-Spril
Supewisors
The supervisor is the first member of each split (member
0)
and has access to some features
that are not available to agents. The ACD features assignect to
buttons
for
supervisors arel
Add,
Delete, Ve
fy
Announcement,
Ca
Fovatding-A
Ca
s,
Ca
Fotwatding-Busy/Dont
Answet, and Enhanced Seryice ObseNing. Agent Over
de
may also
be
assigned
in
some
cases. Overload Balancing is also performed by the
slpervisor.
However,
sance
lhe
fgature
is used infrequently, it does not
need
to
b€ assigned
to
a button, but can be activated by a
dial access code- The supervisor can turn off the swrtch reload warning light (after a
tape
reload) in System 85
R2V4 and Generic
2.
Add
Agatt
and Delete
Agert: Add Agent and Delete Agent buttons allow the split supervisor
to
add
or remove members of the split. Agents may also be added trom other splits
if
they
are
removed
from
thear
lormer split. Such transferring
of
agents should
be
coordinated
between split supervisors.
Veily Annct (Veify
Announcement).
The supeoisor using
lhe Veify Annoficement
lealurc
rhay listen
to
and verify
the splits
farst
recorded announcement. No fiodifications may
be
made
to the recording when this feature js used.
Inttaflow
A :
Provided by the Sp/it Cal/
Fotwading-A
Ca
s
teature.
This feature is used to
provide service tor an
unstaffed
split,
This feature may be accessed by the split
or
system
supervisor or the attendant. While lntraflow All is activated, all calls coming into the split are
redirected
to
another
spiit,
an
attendant,
a
voice
terminal,
or an
automalic
answedng/announcement machine on an
extension (locally engineered).
Inttallow Thteshold: Provided by the Sp/it Cal/ Fotuvatding-Busy/Oon't Answer fealwe.
lt lhe
number
of
calls in queue is equal
to or
exceeds
a
presel overflow level, calls are outflowed
from the front of the queue (the call longest in queue)
lo another split within the switch if the
number
ol
calls in the other split is less than the inflow threshold setting
lor the split.
A
voice
termanal
or
split
on
another DCS switch can also be specified
as
a
destination.
However, inflow lhreshold
checkang
and
queue-otorigin notitication are not
provided.
Note:
lf
Call Vectoring
is
enabled, lntraflow
All and
lntraflow Threshold
do
not
tunction.
Ove
oad Balancing: Performed by the supervisor
to allow load transters to other switches
on
the customer's network. The supefiisor accesses the
feature
by
daaling
the
Overload
Balancing
dial access code followed by
the destination telephone number that
is set up
by
using
the MR/ARS pattern. Overload Balancing-All, Overload Balancing-Overflow,
Overload Balancing-Cancel and Ovedoad Balancing-Default
are
used
to
accomplish
Overload Balancing (lnterflow). Overload Balancing-All transfers all calls (it no
agents are
available)
to a distant switch, and Overload Balancing-Overflow transfers a call
to
a
distant
switch
if
the number of calls in queue is equal to or exceeds a prcset overflow
levei.
3-29