Features
555-230-024
A-38 Issue 5 January 1998
it with schedule-adherence packages to ensure that agents are performin g
scheduled activities at the scheduled time. You must hav e Expert Agent Selec-
tion (EAS) enabled to use reason codes.
Redirection on No Answer
Redirects a ringing ACD split or skill call or Direct Agent Call after an adminis-
tered number of rings. This prevents an unanswered call from ringing indefinite ly.
The call can redirect either to the split or skill to be answered by another agent or
to a vector directory number (VDN) for alternative call handling. Direct A gent
Calls route to the agent’s coverage path, or to a VDN if no coverage path is
administered. You must have ACD enabled to use this feature .
Service Observing
Allows a specified user, such as a supervisor, to obser ve or monitor another
user’s calls. A vector directory number call can also be observ ed. Observers can
observe in listen-only or listen-and-talk mode. You set up Service Obs erving to
observe a particular extension, not all calls to all extens ions at a terminal.
NOTE:
Service Observing may be subject to federal, state, or l ocal laws, rules, or
regulations or require the consent of one or both of the call parties.
Familiarize yourself and comply with all applicable la ws, rules, and
regulations before using this feature.
VDN in a Coverage Path
VDN in a Coverage Path enhances Call Coverage and Call Vectoring to allow you
to assign vector directory numbers (VDNs) as the last point in coverage pa ths.
Calls that go to coverage can be processed by vectoring/prompting to e xtend
Call Coverage treatments.
VDN of Origin Announcement
VDN of Origin Announcement provides agents with a short m essage about a
caller’s city of origin or requested service based on the VDN used to process the
call. VOA messages help agents respond appropriately to callers. For exampl e, if
you have two 800 numbers, one for placing orders and one for technic al support,
you can administer two VDNs to route calls to the same set of agents. When an
incoming call is routed to a VDN with a VOA assigned (for example, “new or der”
or “tech help”), the VDN routes the call to a vector, which can place the call in an
agent queue. When an agent answers the call, he or s he hears the VOA message
and can respond appropriately to the caller’s request.