Call Management

For ACD calls, an agent’s state is further defined by the relevant work mode. The following list describes these modes:

After-Call-Work Mode makes the agent unavailable to receive any ACD calls for any split. This mode can be used when the agent is doing ACD call-related work.

Auto-In Work Mode makes the agent available to receive calls and allows the agent to receive a new ACD call immediately after disconnecting from the previous call. When Multiple Call Handling is enabled an agent in Auto-In Work Mode can receive additional ACD calls while still active on a call.

Auxiliary-Work Mode makes the agent unavailable to receive any ACD calls for the specified split. This mode can be used when an agent is performing non-ACD activities, such as going on a break.

Manual-In Work Mode makes the agent available to receive calls and automatically puts the agent into the After Call Work Mode after disconnecting from an ACD call. When Multiple Call Handling is enabled an agent in Manual-In Work Mode can receive additional ACD calls while still active on a call.

See the DEFINITY Communications System Generic 3 Feature Description, 555- 230-204, for a more complete description of agent work modes and Multiple Call Handling.

Calling Party Feedback

The initial feedback a caller hears as the call is being processed by a vector depends upon the origin classification of the call, which can be one of the following:

Internal (internal call from another Generic 3 user)

Non-CO (incoming call over a DID or tie trunk over which incoming digits are received)

CO (incoming call over a CO or automatic type tie trunk over which no digits are received)

For an internal or a non-CO call, the caller hears silence until one of the following vector steps is reached:

Wait with system music, ringback, or an alternate audio/music source (Caller hears system music, ringing, or the music or audio associated with an administered port.)

Announcement (Caller hears the announcement.)

Busy (Caller hears a busy tone.)

Call alerting an agent or at a station (Caller hears ringing or the agent answering the call.)

Issue 4 September 1995 3-5

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AT&T 555-230-520 manual Calling Party Feedback