Call Center Features
Issue 5 January 1998 A-33555-230-024
detection precise” is used in countries that, except for the continuous dial tone
and discontinuous other tone, have tones with characteristi cs that do not match
those expected by the tone detector board’s detect mode. The “level of tone
detection broadband” is used in countries that have a discon tinuous dial tone.

World Class Tone Generation

Allows you to define call-progress tones. You can select valu es for frequency and
cadence. If you do not define a call-progress tone, DEFINITY ECS sends silence.
Call Center Features
DEFINITY ECS offers the following features designed to help you set up and
maintain a modern call center.

Abandoned Call Search

Allows a central office that does not provide timely disco nnect supervision to
identify abandoned calls. An abandoned call is one in whic h the calling party
hangs up before the call is answered. Abandoned Call Search is suitable only for
older central offices that do not provide timely disconnect supervisi on.

Add/Remove Skills

Allows an agent using Expert Agent Selection to add or remove skills. A skill is a
numeric identifier that refers to an agent’s specific ability. For example, an agent
who speaks English and Spanish could be assigned a language -speaking sk ill
with an identifier of 20. The agent then adds skill 20 to his or her set of working
skills. If a customer needs a Spanish-speaking agent, the sys tem routes the call
to an agent with that skill. Each agent can have up to four active skills, and each
skill is assigned a priority level.

Agent Call Handling

Allows you to administer functions that Automatic Cal l Distribution agents use
when handling incoming calls. You define specific agent capabilitie s and can
plan capacities based on those capabilities. The same list of agent capa bilities
are also supported through the CallVisor Adjunct/Switch Applications Inte rface
(ASAI).

Auto-Available Split

Allows members of an ACD split to be in Auto-In work mode co ntinuously. An
agent in Auto-In work mode becomes available for another ACD call i mmediately
after disconnecting from an ACD call. You can use AAS to bring ACD-split mem-