AT&T 555-230-520 manual Call Routing

Functions and Examples

■Upon hearing the dial tone, entering the login Feature Access Code (FAC) or selecting the Login Abbreviated Dialing (AD) button

■Upon hearing the dial tone, entering the 1- to 5-digit Login ID

NOTE:

If someone is already logged in at that terminal, the agent will hear intercept.

■Upon hearing the dial tone, entering (optionally) the 0- to 9-digit password.

NOTE:

If the agent is using a DCP voice terminal such as CallMaster, the password digits will not be shown unless an abbreviated dial button is used. BRI voice terminals will show the password digits.

Once the login is accepted, confirmation tone is given. Also, the skills assigned,

along with the corresponding ‘‘primary’’ orsecondary’’‘‘ indication, are displayed for five seconds on the voice terminal display. The previous login sequence allows an ACD call to be directed to a specific agent and to have that call tracked and treated as an ACD call.

When an EAS agent logs into a station with the station administered for audible message waiting, the agent will receive Audible Message Waiting tone only when calls are waiting for the agent login ID extension. When the agent logs out, Audible Message Waiting tone then applies again to messages waiting for the physical extension. This field does not impact whether an agent hears the EAS Login-ID Message Waiting tone during the login process.

With G3V4 and later releases, the Message Waiting Lamp by default tracks the status of messages waiting for the logged in EAS agent LoginID rather than messages for the physical terminal. The operation of the Message Waiting Lamp can be changed so that it tracks the status of messages waiting for the physical terminal where the agent is logged in. See the Feature-Related System- Parameters form in the DEFINITY Communications System Generic 3 V4 Implementation manual, 555-230-653 for more information.

In addition to skill assignments, the following capabilities are now associated with agents’ login IDs.

■Call Routing

A call to the Login ID reaches the agent independent of the voice terminal the agent is currently using. In other words, such a call is sent to the voice terminal at which the agent is currently logged in.

If the proper Class of Restrictions (COR) is set, callers can initiate a Direct Agent call either by dialing the Login ID extension directly or by calling a VDN that points to a vector containing first a prompt for the Login ID and then a route-to digits command. This allows external callbacks via Direct

Issue 4 September 1995 10-23