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Press this button to put a call on hold. The ACD will not send any more calls to an
HOLD
agent who has a call on hold. For communication server with Multiple Call
Handling, an agent can put an ACD or non-ACD call on hold and receive an ACD
call by pressing the AUTO-IN or MANUAL-IN button. With Multiple Call Handling,
multiple ACD calls can be delivered automatically to an agent in Auto-In or
Manual-In work mode, provided that an unrestricted line appearance is available
on the telephone.
Single appearance telephones do not have a HOLD button. Agents must use the
RECALL button or the terminal's communication server-hook to put a call on hold.
A single appearance telephone cannot be used to handle multiple ACD calls.
Press this button to unstaff the extension and end CMS collection of agent data. If
LOGOUT
an agent pressed STAFFED to staff a telephone, pressing STAFFED again
unstaffs the telephone.
Agents using single-appearance telephones press the RECALL button to put calls
RECALL
on hold, transfer calls, and create conference calls.
Press this button to disconnect a call.
RELEASE
With EAS, logged-in agents or telephone users with console permissions can
REMOVE
press this button to remove a skill.
SKILL
As many as nine STROKE COUNT buttons can be assigned. Agents press these
STROKE
buttons to record call events of interest. CMS records and reports stroke-count
COUNT
information. Stroke count button 0 is reserved for audio difficulty.
Agents normally press the TRANSFER button to transfer calls to other agents or
TRANSFER
the split supervisor. This button is only available on multi-appearance telephones.
Single-appearance terminal users must use the button or the terminal's
communication server-hook.
Agents can also use the TRANSFER button to transfer calls to external
destinations. External transfer must be assigned to a telephone as a feature over
and above the normal transfer feature. If an agent transfers a call to another
agent, the call is not considered an ACD call for the agent receiving the call
unless the transferring agent dialed a split extension, VDN, or agent login ID (an
EAS capability known as Direct Agent calling). The ACD considers the agent
receiving the transfer to be on an extension-in call. For the agent transferring a
call, the call is counted as an EXT-OUT call.
Agents with display telephones press this button to display agent, split/skill, VDN,
VUSTATS
or trunk group data similar to that reported by CMS.
Distributing and handling calls
Issue 1.0 May 2003
43
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