Agent Call Handling
Issue 1.0 May 2003
59
Agent Call Handling
Agent Call Handling allows you to administer functions that Automatic Call Distribution
(ACD) agents use to answer and process ACD calls.
You define the following agent capabilities:
●
Agent login and logout
●
Agent answering options: Automatic Answer (zip tone) or Manual Answer
●
ACD work modes: Auxiliary Work (AUX Work), Auto-In, Manual-In, or After Call Work
(ACW)
●
Timed ACW
●
Agent request for supervisor assistance
●
ACD call disconnect (Release button)
●
Stroke counts
●
Call work codes
●
Forced entry of stroke counts and call work codes
Agent capacity and related limits
on page 67 describes agent-capacity planning.
Note:
Note:
All of these agent capabilities are also supported through the CallVisor
Adjunct/Switch Applications Interface (ASAI). For more information about
the CallVisor Adjunct-Switch Application Interface, see Administrator Guide
for Avaya Communication Manager, 555-233-506.
Administering Agent Call Handling
The following forms and fields are required to administer the Agent Call Handling feature.
Required forms – Agent Call Handling
Form
Field
Feature Access Code
(FAC)
Feature Access Codes for ACD features
Hunt Group
Forced Stroke Count or Call Work Code
Timed ACW Interval
Vector Directory
Number
VDN Timed ACW Interval
