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| DEFINITY Enterprise Communications Server Release 8.2 | Issue 1 | ||
| Overview | April 2000 | ||
| Call Center Features |
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| Automatic Call Distribution (ACD) | 95 | ||
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Agent Call Handling
Allows you to administer functions that ACD agents use when handling incoming calls. You define specific agent capabilities and can plan capacities based on those capabilities. The same list of agent capabilities are also supported through the CallVisor Adjunct/Switch Applications Interface (ASAI).
Multiple Call Handling
Allows agents to receive an ACD call while other types of calls are alerting, active, or on hold.
Auto-Available Split (AAS)
Allows members of an ACD split to be in
Queue Status Indications
Allows you to assign
Circular Station Hunting
This feature will eliminate the "hot seat" in a hunt group. The DEFINITY ECS will keep track of the last extension in the hunt group that has received a call. When another incoming call arrives, the next idle extension will receive the call, bypassing the extension that had received the previous call. The first extension in the hunt group will no longer be the busiest telephone while the others in the group are sitting idle.
Reason Codes
Allows agents to enter a numeric code that describes their reason for entering Auxiliary (AUX) work mode or for logging out of the system. Reason codes give Call Center managers detailed information about how agents spend their time. You can use this data