Automatic Call Distribution (ACD) basics
42 Communication Manager Guide to ACD Call Centers
Other telephone buttons
This section describes other buttons that can be assigned to an agent’s telephone.
CALL
APPEARANCE
These buttons are used to place (originate) and answer calls. Two status lamps
(red and green) are next to each call appearance button. The red lamp lights
when an agent presses an appearance button to make or answer a call. The
green lamp flashes to indicate an incoming call.
Except with Multiple Call Handling, incoming ACD calls always arrive at the first
call appearance. However, telephones may be assigned more appearances to
provide additional call-handling capabilities. For example, an agent can use a
second call appearance to transfer or place calls since the line will be free of ACD
calls. On a two-appearance telephone, the second appearance can only be used
to originate calls.
ADD SKILL
For communication serveres with EAS, logged-in agents or telephone users with
console permissions can press this button to add a skill.
ALERT
CHANGE
The lamp associated with this telephone button flashes when another user
changes an agent’s assigned skills or moves an agent from his or her current split
to a different split. The lamp does not flash when an agent changes his or her own
skills from the telephone.
ASSIST
Press this button to request help from the split supervisor. The ASSIST button
automatically dials the split supervisor’s extension and connects the agent to the
supervisor. Pressing the ASSIST button automatically puts the current call on
hold.
AUDIO
TROUBLE
Agents press this button to report a call with poor transmission quality to CMS.
The message the communication server sends CMS includes the agent’s
extension, the trunk being used, and the time of day the trouble occurred. This
information is reported in CMS exception reports and is useful for trouble-shooting
trunk and extension problems. For more information, see, Avaya CMS
Administration, 585-215-515.
Stroke count button 0 is used for reporting audio difficulty.
CONFERENCE
Press this button to add another person to a two-person call. An agent with a
multi- appearance telephone can add up to four additional people to a 2-person
call. For single-appearance telephones, only one person can be added. Single
appearance telephones do not have a CONFERENCE button. Agents must use
the RECALL button to conference a call. If an agent adds another agent into a
conference call, the resulting conference is not considered an ACD call for the
added agent. The ACD considers the added agent to be on an extension-in call.
CALL WORK
CODE
Agents press this button and enter up to 16 digits to record the occurrence of a
customer-defined event. Call Work Codes are stored on CMS, not on the
communication server.
CALLER-INFO
With the Call Prompting feature, agents press this button to display the digits
collected by the last collect digits vector command.
EMERGENCY
Press this button to report a malicious call to the controller. The controller can
then trace the call.
