Table of Contents
Advertisement
ACD contact center features
Priority queuing
Priority queuing allows priority calls to be queued ahead of calls with normal priority. You
can implement priority queuing in two ways:
Assign Priority Queuing to a calling party's Class of Restriction (COR).
Assign Priority on Intraflow to an ACD split/skill. This allows calls from the split/skill,
when intraflowed into another split/skill, to be queued ahead of nonpriority calls. For
more information, see
Queue status indications
You can assign queue status indications on agent or supervisor telephones or consoles for
ACD calls in queue. For more information, see
Direct agent calling (Category A only)
Note:
Note:
Direct Agent (DA) Calling is an EAS feature that lets a caller:
Contact a specific agent instead of a skill hunt group
Queue for the agent if the agent is on a call
Use Agent LoginID for callbacks and transfers
Hear system-wide Direct Agent delay announcement while holding
Follow the agent's coverage path, if the call is not answered immediately.
Advantages of Direct Agent calling
DA calls have two important advantages:
They reduce the need to transfer callers who want or need to speak with a certain
agent, such as the agent spoken to on a previous call.
They provide more accurate reporting of calls, because CMS counts DA calls as ACD
calls. In this way, agents get proper credit for taking them. By comparison, calls
transferred to an agent are not counted as ACD calls.
84 Communication Manager Guide to ACD Call Centers
Information Forwarding (Category A only)
Direct Agent calling requires CallVisor Adjunct-Switch Application Interface
(ASAI) or EAS. Both originating and called party Class of Restrictions
(CORs) must be set to allow Direct Agent Dialing. See
Selection (Category A only)
Announcements.
Queue Status Indications
on page 147 for information on Direct Agent
on page 163.
on page 199.
Expert Agent
Advertisement
Table of Contents
