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CHAPTER
3. OPEHATING
FEATURES
Aaswering Catts-ManuaHn
Mde
With Automalic
Ansvafing (Head.et)
To
.n3
cr
ACD
calL
in
il.nuaFln node
using a headsel (automalic en3wcdng
opo6lio.r):
'1.
Plug
in
the headset.
2.
Log in if you are a measurcd agent.
Your answedng position
is
now staffed, and you are automatically placed in Aux-
Work mode.
s.
eress
ffiJ.
Manual-ln light goes on.
Aux-Work light goes otf.
Listen
for a 1-,2-, or
3-burst
ol
zip tone (see Notg) and appropriate announcement.
Yo!
are automatically connected to the call.
Note:
One burst
of
zip
tone-call is
from your split queue. Zip tone
is
lollowed
by a
city-of-origin announ@ment
it
ihe
announcement is
administered and the call is an incoming trunk
call.
Two bursts
of
zip
tone-call
has been torwarded
or
overflowed
froh
anolher queue.
Zip tone is
tollowed
by
a
city-
or
queue-of-origin
announcement if administered.
Three bursts
ot
zip tone-call has
been forwarded
by
overload
balancing
from anolher system. Zip tone
is
followed by
a
city- or
queueof-origin
announcement if administered.
The
queue-ot-origin announcement
is
only heard when the
city-of-
origjn announcement is not administered to trunk groups for incomrng
ACD calls.
4.
Converce
wrth
caller.
5.
Your call is disconnected when the caller hangs up, or you
press
@.
You are in ACD
callrelated work
mode.
Manual-ln light flashes.
6.
Do any necessary paper work while your position is bypassed during split scans.
7.
Press
lFtl
to receive another
AcD
call.
8.
Log out
if
you are
a
measured agent,
or
unplug
the
headset
'f
unmeasured to
become unstafled.
3.3E
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