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Transfer – Calls cannot be transferred to a busy split/skill. The transfer fails and the
agent transferring the call is re-connected to the call. If an agent presses the Transfer
button, dials the hunt-group extension number, and then disconnects while the split/skill
is busy, the call is disconnected.
Phone Display – For calls dialed directly to an ACD split/skill extension, the identity of
both the calling party and ACD split/skill are shown on the phone display.
Basic Call Management System
Basic Call Management System (BCMS) provides real-time and historical reports to assist
you in managing agents, ACD splits/skills (hunt groups), VDNs, and trunk groups. You can
display BCMS reports on a terminal or print a paper copy.
BCMS provides the following reports:
Real Time Reports
— Split/Skill Status
— System Status
— VDN Status
Historical Reports
— Agent
— Agent Summary
— Split/Skill
— Split/Skill Summary
— Trunk Group
— Trunk Group Summary
— VDN
— VDN Summary
For a detailed description of BCMS and the reports it provides, see Avaya MultiVantage
Call Center Software Basic Call Management System (BCMS) Operations, 555-230-706.
Basic Call Management System
Issue 1.0 May 2003
91
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