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ACD contact center features
Whenever an outside caller dials the agent's extension, the communication server looks at
the entry in that field to determine the skill for tracking call data.
On page 8 of this Feature-Related System Parameters form, you may specify:
A Direct Agent Announcement Extension that plays an announcement to Direct Agent
callers waiting in queue.
Amount of delay, in seconds, before the announcement.
You also need to administer a Class of Restriction (COR) for DA calls. COR is covered in
the next lesson. Click here to go to that topic now.
Direct Inward Dialing (DID) is administered on the Trunk Group form.
On the second page of the Hunt Group form, consider administering Multiple Call Handling
On-Request for this hunt group. This feature will enable agents to see that the incoming
call is a DA call and put their current call on hold to answer the DA call.
If there is no answer after a certain number of rings, you may use RONA to redirect the
caller to a VDN that points to a vector. You can set up the vector to provide appropriate
routing and treatment for the call.
On page 3 of the Hunt Group form, you administer messaging for the Direct Agent hunt
group.
That's all. Next, you need to assign this hunt group to agents who need to receive Direct
Agent calls.
Considerations
Maximum number of agents
If an agent is assigned to more than one split/skill, each assignment applies to the
maximum number of agents. When computing the number of agents measured by BCMS,
count one agent as one agent regardless of the number of splits/skills that the agent will be
logged into. For CMS sizing, count one agent for each agent in each split/skill measured by
CMS; one agent logged into three splits/skills counts as three agents.
Using the Number of Agents System Capacity screen, you can view the Used, Available,
and System Limit counts.
MIA across splits/skills
MIA Across Splits/Skills distributes calls more equally to agents with multiple splits/skills.
When agents handle a call for one split/skill, they go to the back of all their idle agent lists.
With MIA Across Splits/Skills, agents may not receive calls from all of their splits/skills. If,
for example, split 20 has a very short average agent idle time and split 22 has a very long
average agent idle time, agents with both of these skills may never become the most-idle
for skill 22 because they continuously take calls for split 20.
86 Communication Manager Guide to ACD Call Centers
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