Multiple Call Handling
Issue 1.0 May 2003
181
Call Work Codes and Stroke Counts
Agents handle multiple ACD calls simultaneously with MCH can enter CWCs and Stroke
Counts. When an agent does so with multiple calls on the station, the code/count is
associated with the last call the agent handled. If an agent enters a code/count during an
active call with calls on hold, the code/count is associated with the active call.
If an agent with on-request MCH is active on a call that requires forced entry of CWC or
stroke counts and places the call on hold without entering a code/count, he or she cannot
request another call.
If agents with many-forced MCH are in a split/skill with forced entry of CWC or stroke
counts, they are forced to handle an ACD call even if they have not entered a code/count.
Direct Agent Calling
Agents can handle multiple Direct Agent calls if their direct agent skills have MCH. The
queue-status indicator is not lit when a Direct Agent call queues to a split/skill. Agents are
notified that calls are waiting with a ring ping and a flashing current-work-mode lamp.
Move Agent While Staffed
An agent with a move pending can place a call on hold and request another ACD call. All
calls and ACW must complete before the pending move occurs.
Non-ACD calls
If an agent activates Auto-In or Manual-In work mode with calls on hold, he or she can
answer or originate a non-ACD call. With on-request MCH, the agent is temporarily
unavailable for ACD or Direct Agent calls. With forced MCH, a call can be delivered. If an
agent in ACW reconnects to an AUXIN/AUXOUT call, the agent remains in ACW.
Queueing
When an agent is available, the agent is placed at the end of the queue for Uniform Call
Distribution (UCD) hunt groups or at the bottom of the skill type for Expert Agent
Distribution (EAD) hunt groups, or is made available for Direct Department Calling (DDC)
hunt groups. When the agent becomes the most available according to group type (UCD,
EAD, or DDC), he or she receives a queued ACD or Direct Agent call.
If the last agent on a forced MCH split/skill is pending for AUX work mode in a nonvector-
controlled split, the agent must empty the queue before going to AUX work mode. The
agent continues receiving ACD calls until the queue is emptied.
