Agent Call Handling
Issue 1.0 May 2003
65
Attendants should press the Start button before pressing the Assist button. This allows
them to later transfer the call. This rings like a priority call at the supervisor’s set.
When the agent presses the Assist button, the following happens:
1. If the agent is active on an ACD call, the ACD call is automatically placed on hold and
a call is placed to the split/skill supervisor. If the agent is not active on an ACD call, a
call is automatically placed to the supervisor.
2. CMS or BCMS is notified of the request and the supervisor’s display shows that the
call is a request for assistance. This rings like a priority call at the supervisor’s set.
3. The caller hears silence or music on hold.
4. After the agent has talked to the supervisor, the agent can drop the assist call and
return to the ACD call, set up a conference call with the supervisor and the calling
party, or transfer the call to the supervisor.
When the agent puts the call on hold and dials the Assist FAC plus the split/skill number,
the system handles the request as if the agent pressed the Assist button, except that the
Assist call does not follow the supervisor’s coverage path.
Stroke counts
Stroke counts allow you to record in CMS the number of times that a particular customer-
related event occurs. For example, agents could press a button each time a customer
requests information on a certain item.
Stroke counts are reported to CMS in real time. The system does not store stroke counts.
Use stroke counts only when CMS is connected and you have defined ACD splits/skills to
be measured by CMS.
Stroke counts allow agents to record up to nine administrator-defined events on a per-call
basis. You can assign 10 Stroke Count button types. Stroke Count 0 is reserved for
tracking Audio Difficulty or poor transmission quality.
For troubleshooting purposes, CMS records the equipment location of the trunk that the
agent was using when he or she pressed the Audio Difficulty button. Make sure that agents
are aware that pressing this does not improve audio transmission quality.
To enter a stroke count, an ACD agent presses a Stroke Count button while off-hook. The
system validates that the agent is either active on an ACD call or in the ACW mode for an
ACD split/skill. If yes, the feature lamp lights steadily for two seconds to indicate activation
and the stroke count is sent to CMS. If not, the feature lamp flutters and no message is
sent.
