ACD contact center features
62 Communication Manager Guide to ACD Call Centers
Agent answering options
An agent can answer ACD calls by using either a headset, handset, or speakerphone. You
can assign an agent as either Automatic Answer or Manual Answer.
Note:
Note:
Use Automatic Answer with a headset. See
Agents with Automatic
Answer
on page 70 for more information.
Automatic Answer
The information in this section applies to ACD and EAS environments.
An agent assigned to Automatic Answer hears zip tone and connects directly to incoming
calls without ringing.
Note:
Note:
You can administer Automatic Answer to apply only to ACD calls or to apply
to all calls terminating to the agent’s set. If all calls are Automatic Answer
and the agent receives direct-extension calls, he or she should always
activate Call Forwarding, or Send All Calls when leaving temporarily or for
an extended period, so that calls do not terminate to an unstaffed station.
Manual Answer
An agent assigned to Manual Answer hears ringing, and then goes off-hook to answer the
incoming call.
ACD work modes
At any given time, an agent can be in one of four work modes:
●
Auxiliary Work (AUX)
●
Auto-In
●
Manual-In
●
After Call Work (ACW)
An agent can change work modes at any time.
To enter any work mode, an agent presses the button or dials the FAC for that mode,
depending on what you have administered. If the agent has no active or held calls, the
work-mode button lamp lights steadily and CMS or BCMS is informed of the agent’s mode
change. If the agent has active or held calls, the lamp flashes until all calls are dropped,
then the new work mode’s lamp lights steadily and CMS or BCMS is informed of the
agent’s mode change.
