ACD contact center features
72 Communication Manager Guide to ACD Call Centers
Conference
If an agent receives an ACD call through a VDN and then conferences in other agents, the
agents added to the call use the Timed ACW interval associated with the number dialed to
conference them. An ACD agent on conference with more than three parties may cause
inaccurate CMS measurements.
Expert Agent Selection
When EAS is active, all ACD hunt groups are assigned as vector-controlled skills. Agents
log in using Logical Agent IDs. Skills can be preassigned to login IDs, however,
assignment on the Login ID form does not actually assign a non-AAS login ID to the skills
until the ID is logged in. When the login ID is logged in, each skill is counted as a hunt-
group member towards the system hunt-group member limit, the per-group member limit,
and each agent is counted as a logged-in ACD agent.
Multiple Call Handling
If MCH calls are on hold at an agent’s telephone and the agent completes a call that
normally is followed by Timed ACW, the agent is not placed in ACW. If no MCH calls are on
hold, but one is alerting at the station when the Timed ACW call completes, the agent is
placed in ACW.
MCH affects when agents can enter different work modes and when calls are delivered to
agents in Manual-In or Auto-In work modes. See
Multiple Call Handling
on page 177 for
detailed information.
Transfer
If an agent receives an ACD call through a VDN and then transfers the call to another
agent, the second agent uses the Timed ACW interval assigned to the number that was
dialed to transfer the call.
For an EAS agent, this is the Timed ACW interval associated with his or her Direct Agent
skill. For an agent receiving a call transferred to a second VDN, this is the VDN Timed
ACW interval of the second VDN. The agent who originally transferred the call uses the
ACW associated with the VDN or split/skill that first received the call.
VDN Override
If a VDN has VDN Override set to no and the vector routes a call to a second VDN, the first
VDN’s Timed ACW interval is used for Timed ACW. If VDN Override is set to yes, the
second VDN’s Timed ACW interval is used.
If no interval is set for the second VDN, no Timed ACW is associated with the call.
