440
Communication Manager Guide to ACD Call Centers
Call Pickup
directed call pickup
. . . . . . . . . . . . . .
154
interactions
Agent Call Handling
. . . . . . . . . . . . .
71
Expert Agent Selection (EAS)
. . . . . . .
154
Redirection on No Answer (RONA)
. . . . .
213
Service Observing
. . . . . . . . . . . . .
233
VDN of Origin Announcement (VOA)
. . . .
259
Voice Response Integration (VRI)
. . . . .
266
Call Prompting
. . . . . . . . . . . . . . . .
125
-
127
applications
Automated Attendant
. . . . . . . . . . .
125
caller information forwarding (CINFO) routing
125
data collection
. . . . . . . . . . . . . . .
125
data in/voice answer (DIVA) capability
. . .
125
Inbound Call Management (ICM)
. . . . . .
158
message collection option
. . . . . . . . .
125
interactions
Authorization Codes
. . . . . . . . . . . .
126
CallVisor ASAI
. . . . . . . . . . . . . .
127
Hold
. . . . . . . . . . . . . . . . . . .
127
Inbound Call Management (ICM)
. . . .
127
,
162
Look Ahead Interflow (LAI)
. . . . . . . . .
175
Transfer
. . . . . . . . . . . . . . . . .
127
Voice Response Integration (VRI)
. . . . .
264
VuStats
. . . . . . . . . . . . . . . . . .
278
Call Selection
. . . . . . . . . . . . . . . . . .
141
call selection
. . . . . . . . . . . . . . . . . . .
141
Call Selection Measurement
. . . . . . . . .
140
,
298
Call Selection Override
. . . . . . . . . . . . . .
140
Call Vector
. . . . . . . . . . . . . . . . . . . .
129
Call Vector form
. . . . . . . . . . . . . . . . .
300
Call Vectoring
. . . . . . . . . . . . . . . .
128
-
137
see also Look Ahead Interflow (LAI)
interactions
AAR and ARS
. . . . . . . . . . . . . . .
132
Attendant Control of Trunk Group Access
. .
131
Attendant Recall
. . . . . . . . . . . . . .
131
Authorization Codes
. . . . . . . . . . . .
132
Automatic Callback (ACB)
. . . . . . . . .
132
Best Service Routing (BSR)
. . . . . . . . .
114
Bridged Call Appearance
. . . . . . . . . .
132
Busy Verification of Terminals and Trunks
(Verify)
. . . . . . . . . . . . . . . . .
132
Call Coverage
. . . . . . . . . . . . . . .
132
Call Detail Recording (CDR)
. . . . . . . .
133
Call Forwarding
. . . . . . . . . . . . . .
132
Call Park
. . . . . . . . . . . . . . . . .
133
Call Waiting Termination
. . . . . . . . . .
133
Call Vectoring, interactions, (continued)
Class of Restriction (COR)
. . . . . . . . .
134
Code Calling Access
. . . . . . . . . . . .
134
Conference—Attendant
. . . . . . . . . . .
134
Conference—Terminal
. . . . . . . . . . .
134
Data Restriction
. . . . . . . . . . . . . .
134
Demand Print
. . . . . . . . . . . . . . .
131
Facility Busy Indication
. . . . . . . . . . .
134
Facility Restriction Levels (FRL) and Traveling
Class Marks (TCM)
. . . . . . . . .
134
,
136
Facility Test Calls
. . . . . . . . . . . . .
134
forced entry of account codes (FEAC)
. . . .
134
Individual Attendant Access
. . . . . . . . .
135
Integrated Directory
. . . . . . . . . . . .
135
Intercept Treatment
. . . . . . . . . . . .
135
Inter-PBX Attendant Service (IAS)
. . . . . .
135
Intraflow and Interflow
. . . . . . . . . . .
135
Leave Word Calling (LWC)
. . . . . . . . .
135
Night Service
. . . . . . . . . . . . . . .
135
Priority Calling
. . . . . . . . . . . . . . .
135
Property Management System (PMS) Interface
135
Recorded Announcement
. . . . . . . . . .
136
Redirection on No Answer (RONA)
. .
136
,
214
Ringback Queuing
. . . . . . . . . . . . .
136
Send All Calls (SAC)
. . . . . . . . . . . .
136
Time of Day (TOD) Routing
. . . . . . . . .
136
timed after call work (ACW)
. . . . . . . . .
136
Timed Reminder and Attendant Timers
. . .
136
Transfer
. . . . . . . . . . . . . . . . . .
136
VDN in a Coverage Path
. . . . . . .
137
,
253
Call Waiting Termination
interactions
Call Vectoring
. . . . . . . . . . . . . . .
133
call work codes (CWC)
Agent Call Handling
. . . . . . . . . . . . .
66
,
71
forced entries
. . . . . . . . . . . . . . . . . .
66
lights
. . . . . . . . . . . . . . . . . . . . . .
66
Multiple Call Handling (MCH)
. . . . . . . . . .
181
Service Observing
. . . . . . . . . . . . . . .
234
VuStats
. . . . . . . . . . . . . . . . . . . .
278
caller information forwarding (CINFO) routing
Call Prompting
. . . . . . . . . . . . . . . .
125
Calling Party Number/Billing Number (CPN/BN)
. . .
158
CALLMASTER phones
Agent Call Handling
. . . . . . . . . . . . .
61
,
66
CALLMASTER voice terminals
Agent Call Handling
. . . . . . . . . . . . . . .
70
VuStats display
. . . . . . . . . . . . . . . .
271
CALLR-INFO buttons
. . . . . . . . . . . . . . .
126