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ACD contact center features
MCH call delivery example (continued)
Skill 3 call held, no other
action
Extn call held, then AI/MI
selected
Skill 1,2,3, or 4 call held,
then AI/MI selected
Agents and supervisors in on-request MCH splits/skills can use Queue Status, VuStats,
and BCMS/CMS reports to determine if a waiting call must be answered immediately.
Considerations
Agents can receive multiple calls only when in Auto-In or Manual-In work mode. All
forced MCH calls are delivered with ringing at the agent's station, not with zip tone.
Requested MCH calls are delivered with ringing or zip tone.
Agents can toggle between Auto-In and Manual-In work mode.
If an agent selects ACW or AUX work mode with calls on hold, the work mode is
pending until all calls complete or until an Manual-In call completes. New ACD calls are
not delivered when AUX work is pending. When an ACD or Direct Agent call with
pending ACW completes, the agent enters ACW. When an agent is active on a non-
ACD call with ACW pending, the agent can receive forced MCH calls.
If an agent is either in Auto-In work mode and active on an ACD or Direct Agent call, or
in Auto-In or Manual-In work mode and active on a non-ACD call and a Manual-In ACD
or Direct Agent call abandons from hold, the agent is pending for ACW work mode and
the after-call button lamp flashes.
If an agent reconnects to an ACD or Direct Agent call on hold, his or her work mode
changes to the call's work mode (Auto-In or Manual-In).
Do not use forced MCH with DDC distribution because the first agent continues to
receive calls until all line appearances are busy.
Interactions
Automatic Hold
To answer a ringing ACD call, an agent in a many-forced, one-forced, or one-per-skill
split/skill pushes the line-appearance button. If automatic hold is administered, the active
call is automatically placed on hold. Otherwise, the agent must first push hold.
180 Communication Manager Guide to ACD Call Centers
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