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ACD contact center features
Interactions
Abbreviated Dialing
You can program FACs for AUX work mode or logout with or without an associated Reason
Code on automatic-dial buttons or in abbreviated-dial lists. At the reason code prompt,
when an agent selects an abbreviated-dial or automatic-dial button, the first digit of the
button is taken as the reason code.
Agents in Multiple Skills
When an agent who is assigned to multiple skills enters AUX work mode with a reason
code, the agent enters AUX work for all of his or her skills with the same reason code.
ASAI
ASAI allows a host to log an agent out and place an agent in AUX work mode with a
reason code. The host can query the agent's current work mode and receive the reason
code associated with the AUX work mode.
Auto-Available Split/Skill
The system logs AAS agents out for Redirection on No Answer with the default reason
code.
Basic Call Management System
Statistics about AUX work mode by reason code are not available in BCMS reports.
CMS
CMS tracks time in AUX work mode by reason code and displays reason codes for agents
currently in that mode. When an agent is moved from CMS while the agent is staffed, the
system logs the agent out using the default code, and then logs the agent back in again. If
an agent is in AUX work mode when moved, the agent is returned to AUX work mode with
the same reason code when the move is completed.
Direct Agent Calling
When a Direct Agent call is queued for an agent in AUX work mode with a reason code,
the appropriate AUX button lamp flutters to alert the agent to the queued call. If there is no
AUX button lamp, agents receive an audible alert (ring-ping or call-waiting tone). If there is
an AUX button with no assigned reason code administered, then that lamp flutters.
Redirection on No Answer
When a call is redirected via RONA, an agent is placed into AUX work mode with the
default code or is logged out with the default code if the agent is in an auto-available skill.
204 Communication Manager Guide to ACD Call Centers
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