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Agent states and call answering modes
Agent State is the current status of an agent. Work modes are the work function(s) the
agent is performing at a given time.
When the agent is engaged in an ACD call, the agent is in the ACD agent state.
After staffing an extension, the agent is in the auxiliary work (AUX-WORK) mode, which is
considered non-ACD work.
AUTO-IN versus MANUAL-IN
In AUX-WORK mode, the agent is not yet available to receive ACD calls. To become
available for ACD calls, the agent must press the MANUAL-IN or AUTO-IN button to select
a call answering mode.
Auto-In versus Manual-In
AUTO-IN
MANUAL-IN
Ringing versus zip tone for incoming calls
When a call arrives at a telephone, the agent may hear ringing or zip tone (beeping),
depending on how the telephone is administered. Ringing is recommended when an agent
answers calls using the handset. When a call connects to the agent's telephone, the
telephone rings, and the agent picks up the handset to answer the call.
Zip tone is recommended when the agent uses a headset to answer calls. (Zip tone can
also be used with a handset, but the agent must hold the handset and listen for the zip
tone.) When a call connects to an agent's telephone, the agent hears one burst of zip tone
for calls dialed directly to the split (or agent extension on the communication server) and,
without pushing any buttons, the agent greets the caller.
Like the MANUAL-IN button, the AUTO-IN button tells the ACD that the agent is
available for an ACD call. However, when the call ends, the agent is immediately
available for another ACD call according to the established call distribution
method. The agent does not have to press any buttons to receive another ACD
call. This type of call answering increases the number of calls that agents can
answer in a given period of time and is most effective if agents have little or no
call-related work to do after finishing each ACD call. The communication server
has a timed ACW feature for AUTO-IN operation. This option automatically puts
the agent into ACW for a preset length of time at the end of an AUTO-IN call.
When the time is up, the agent automatically becomes available to take an ACD
call. MANUAL-IN and AUTO-IN dial access codes and telephone buttons are
assigned through communication server administration.
The MANUAL-IN button tells the ACD that the agent extension is available for an
ACD call. The ACD then distributes a call to the agent according to the
established call distribution method. When the call ends, the agent automatically
enters the After-Call-Work (ACW) state. While in ACW, the agent is not available
to receive ACD calls. When ACW ends, the agent presses MANUAL-IN to
receive another ACD call. The manual-in mode is most effective if an agent must
perform call-related tasks after finishing each ACD call. MANUAL-IN dial access
codes and telephone buttons are assigned through communication server
administration.
Distributing and handling calls
Issue 1.0 May 2003
39
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