ACD contact center switch forms
286 Communication Manager Guide to ACD Call Centers
Password
Only displayed if both the AAS and AUDIX fields are n. Enter up to nine digits as the
password the Agent must enter upon login. Valid entries are the digits 0 through 9. The
minimum number of digits that must be entered in this field is specified in the Minimum
Agent-LoginID Password Length field on the Feature-Related System Parameters form.
Default is blank.
Note:
Note:
Values entered into this field will not be echoed to the screen.
Password (enter again)
Only displayed if both the AAS and AUDIX fields are n. Reenter the same password
exactly as it was entered in the Password field. Default is blank.
Note:
Note:
Values entered into this field will not be echoed to the screen.
Auto Answer
Valid entries are all, acd, none, and station. When Expert Agent Selection is optioned, the
agent’s auto answer setting will apply to the station where the agent logs in. If the auto
answer setting for that station is different, the agent’s setting will override the station’s.
The entries all, acd, and none have the same effect as the corresponding entries on the
Station form. Enter all to allow all calls (ACD and non-ACD) terminated to the agent to be
cut through immediately. Enter acd to allow only ACD split /skill calls and direct agent calls
to auto answer. If this field is acd, Non-ACD calls terminated to the agent ring audibly.
Enter none (default) to cause all calls terminated to this agent to receive an audible ringing
treatment. Enter station if you want auto answer for the agent to be controlled by the auto
answer field on the Station form.
Note:
Note:
The Auto Answer field is only displayed if G3 Version on the System
Parameters Customer-Options form is set to V6 or later.
SN (Skill Number)
Enter the Skill Hunt Group(s) that this agent handles. The same skill may not be entered
twice. If EAS-PHD is not optioned, up to 4 skills can be entered. If EAS-PHD is optioned,
up to 20 skills can be entered.
RL (Reserve Level)
Enter the reserve level (if any) assigned to this agent with the Service Level Supervisor
feature. You may assign a reserve level of 1 or 2. When this skill reaches the
corresponding EWT threshold set on the Hunt Group form, this agent will automatically be
logged into the skill and will take calls until the skill’s EWT drops below the preassigned
overload threshold. Service Level Supervisor is available as part of the Advocate software.
