"ddFmF
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1-10 ¤Fs¤mFsnnn
Agent answering options
m"VFm4"m"m§F4"dd*©¤amVFa^F"^F"=F:^"m=F:p
zF"cFz^pmF p¤4"m"aVm"m"VFm"Fa^F¤ph"a4m§Fp"m¤"d
m§F
NOTE:
F¤ph"a4m§F§a^"^F"=FFF‘‘‘Agents with Automatic
Answer’’ on page 1-18OphpFamOph"apm
Automatic Answer
^FamOph"apmam^aF4apm"zzdaFp"m=Fm¦apmhFm
m"VFm"aVmF=p¤ph"a4m§F^F"«azpmF"m=4pmmF4=aF4d©p
am4phamV4"dd§a^p¤amVamV
NOTE:
p¤4"m"=hamaF¤ph"a4m§Fp"zzd©pmd©p4"ddpp"zzd©
p"dd4"ddFham"amVp^F"VFmFO"dd4"dd"F¤ph"a4m§F
"m=^F"VFmF4Fa¦F=aF4_F¨Fmapm4"dd:^Fp^F^p¤d="d§"©
"4a¦"F"ddp§"=amV:pFm=dd"dd§^FmdF"¦amVFhzp"ad©pOp
"mF¨Fm=F=zFap=:p^"4"dd=pmpFham"Fp"m¤m"OOF="apm
Manual Answer
m"VFm"aVmF=p"m¤"dm§F^F"amVamV:"m=^FmVpFpOO_^ppcp
"m§F^Fam4phamV4"dd
ACD work modes
"m©Va¦FmahF:"m"VFm4"m*FampmFpOOp¤§pchp=F9
■¤¨ada"©pc|}
■¤p_m
■"m¤"d_m
■OF"ddpc|}
m"VFm4"m4^"mVF§pchp=F""m©ahF
pFmF"m©§pchp=F:"m"VFmzFF^F*¤pmp=a"d^FOp^"
hp=F:=FzFm=amVpm§^"©p¤^"¦F"=hamaFF=O^F"VFm^"mp"4a¦Fp
^Fd=4"dd:^F§pc_hp=F*¤pmd"hzdaV^F"=ad©"m=pa
amOphF=pO^F"VFmhp=F4^"mVFO^F"VFm^""4a¦Fp^Fd=4"dd:^F
d"hzOd"^F¤mad"dd4"dd"F=pzzF=:^Fm^FmF§§pchp=Fd"hzdaV^
F"=ad©"m=paamOphF=pO^F"VFmhp=F4^"mVF 