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ACD contact center features
Agents logged into multiple splits/skills
If an agent is logged into multiple splits/skills, the agent may become unavailable for calls
to one split/skill because of activity at another split/skill. For example, if an agent enters
After Call Work mode for one split/skill, the agent becomes unavailable for calls to other
splits/skills.
An agent should not log into a split/skill while a call is on hold at the extension.
Agents with Automatic Answer
Agents who use Automatic Answer should use a headset. The agent hears zip tone
through the headset and automatically connects to a call.
If either the incoming trunk group or the agent's extension is data-restricted, the agent
does not hear zip tone. Therefore, do not assign data-restriction to a headset user's
extension.
It is not recommended that you use Automatic Answer with a handset or speakerphone.
The handset or speakerphone must be off-hook (handset lifted or speakerphone turned
on) all the time for the agent to hear zip tone.
If automatic answer is assigned for all calls, when a non-ACD call arrives, non-ACD Auto-
Answer agents hear Incoming Call ID tone, not ringing.
Callmaster telephones
Calls for Callmaster digital phones and attendant stations are announced by double
tones.The tones that are doubled are zip (Auto-Answer ACD agent calls) and Incoming
Call ID (for End of VDN of Origin announcements and all other Auto-Answer calls). The
user hears part of the first tone and all of the second tone.
Agents assigned to hunt-group and ACD calls
Do not use agents for hunt-group calls and ACD split/skill calls simultaneously. Otherwise,
all of the calls from one split/skill (either ACD or hunt-group) are answered first.
The oldest call-waiting termination is supported only for agents who are servicing ACD
calls only.
Interactions
Abbreviated Dialing
Assign Abbreviated Dialing buttons to make agent login easier. You can program an
Abbreviated Dialing button to dial access code, split number, and/or agent login ID. You
can use Autodial feature buttons to assign login and logout feature buttons.
70 Communication Manager Guide to ACD Call Centers
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