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ACD contact center features
Detailed description
This section describes how the communication server controls agent work.
Note:
Note:
60 Communication Manager Guide to ACD Call Centers
Required forms – Agent Call Handling (continued)
Form
Station (multi-
appearance)
Stations (all)
Attendant Console
Agent LoginID
(EAS only)
This information applies generally to ACD; see
(Category A only)
on page 147 for more information on EAS.
Field
Button/Feature Button Assignments
— manual-in
— auto-in
— aux-work
— after-call
— assist
— release
— work-code
— stroke-cnt
Active Station Ringing (DCP, Hybrid)
Idle/Active Ringing (Callmaster)
VuStats
Auto Answer
Feature Button Assignments
— after-call
— assist
— auto-in
— aux-work
— manual-in
— release
— work-code
— stroke-cnt
Auto Answer
All
'Expert Agent Selection
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