Automatic Call Distribution
Issue 1.0 May 2003
85
How Direct Agent calling works
Direct Agent calling works as described below:
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Callers can dial the agent’s Login ID as part of a DID or from auto attendant as an
extension number.
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DA calls have a special ringing sound, regardless of the agent’s work state, and the
current work mode button on the agent’s telephone flashes.
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If the agent is on a call, he or she can use multiple call handling to decide whether to put
the call on hold in order to take the DA call.
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If the agent is available, the call is delivered according to the answering and alerting
options.
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If the agent is not available, or if multiple call handling is not used, call coverage or
RONA routes the call to backup.
●
While on DA calls, agents are unavailable for subsequent ACD calls. If the agent logs off
by unplugging the headset, he or she can still answer a DA call in the queue by logging
back in and becoming available. Agents who have DA calls waiting are not allowed to
log off using a FAC. If the agent is in Manual In mode or pushes the After Call Work
(ACW) button while on a direct-agent call, the agent goes to ACW mode.
Generally, direct-agent calls are queued and served in first-in, first-out order before other
calls, including priority calls. However, if you administer a skill level for Call Handling
Preference, direct-agent calls must be assigned the highest priority for them to be
delivered before other ACD calls. Otherwise, calls with a higher skill level are distributed
before direct-agent calls.
Note that you can use Multiple Call Handling (MCH) to allow agents to answer a direct
agent call with another ACD call active.
Direct-agent calls follow the receiving agent’s coverage and call forwarding paths, if these
features are administered. Once a call goes to coverage or is forwarded, the call is no
longer treated as a direct-agent call, and CMS is informed that the call has been
forwarded.
Administering Direct Agent calling
To administer Direct Agent calling:
●
On the Agent LoginID form, you enter the agent's Direct Agent Skill. It is suggested that
you use the Hunt Group form to set up a skill for all DA calls. This skill will:
— Tell the communication server how to handle calls to the skill and
— Show report users how much time each agent has spent on DA calls.
Note:
Note:
Any agent who will receive direct agent calls should have at least one non-
reserve skill assigned to the agent loginID.
●
Add the skill to the agent's administered skills on this form.
