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ATB
ATB
ATD
attendant
ATM
attendant console
Attention dial (ATD)
Audio Information
Exchange (AUDIX)
AUDIX
auto-in trunk group
Auto-In Work mode
Automatic Alternate
Routing (AAR)
Automatic Callback
(ACB)
Automatic Call
Distribution (ACD)
Automatic Call
Distribution (ACD) split
390 Communication Manager Guide to ACD Call Centers
See
All trunks busy (ATB)
See
Attention dial (ATD)
A person at a console who provides personalized service for incoming callers and
voice-services users by performing switching and signaling operations. See also
attendant console
on page 390
See
asynchronous Transfer Mode (ATM)
The workstation used by an attendant. The attendant console allows the attendant to
originate a call, answer an incoming call, transfer a call to another extension or trunk,
put a call on hold, and remove a call from hold. Attendants using the console can
also manage and monitor some system operations. Also called console. See also
attendant
on page 390.
A command in the Hayes modem command set for asynchronous modems.
A fully integrated voice-mail system. Can be used with a variety of communications
systems to provide call-history data, such as subscriber identification and reason for
redirection.
See
Audio Information Exchange (AUDIX)
Trunk group for which the CO processes all of the digits for an incoming call. When a
CO seizes a trunk from an auto-in trunk group, the switch automatically connects the
trunk to the destination — typically an ACD split where, if no agents are available,
the call goes into a queue in which callers are answered in the order in which they
arrive.
One of four agent work modes: the mode in which an agent is ready to process
another call as soon as the current call is completed.
A feature that routes calls to other than the first-choice route when facilities are
unavailable.***
A feature that enables internal callers, upon reaching a busy extension, to have the
system automatically connect and ring both parties when the called party becomes
available.
A feature that answers calls, and then, depending on administered instructions,
delivers messages appropriate for the caller and routes the call to an agent when
one becomes available.
A method of routing calls of a similar type among agents in a call center. Also, a
group of extensions that are staffed by agents trained to handle a certain type of
incoming call.
on page 388.
on page 390.
.
on page 389.
on page 390.
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