ACD contact center features
88 Communication Manager Guide to ACD Call Centers
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For MEGACOM 800 Service with DNIS over a wink/wink-tie trunk, if all agents are
logged out or in AUX work mode, incoming MEGACOM calls receive a busy signal if no
coverage path is provided (unlike other automatic-in trunk groups, which receive
ringback from the central office).
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CO communication servers usually drop calls that remain unanswered after two to three
minutes. Therefore, if an incoming CO call queues to a split without hearing an
announcement or music, and the caller hears CO ringback for two to three minutes, the
CO drops the call.
Agent considerations
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Agents should not be used for hunt group calls and ACD split/skill calls simultaneously.
Otherwise, all calls from one split/skill (either ACD or hunt group) are answered first. For
example, if ACD calls are answered first, none of the hunt-group calls are answered
until all of the ACD calls are answered.
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Agents with multiappearance phones can receive only one ACD call at a time unless
Multiple Call Handling is active. Without MCH, a phone is available for an ACD call only
if all call appearances are idle. The agent may, however, receive non-ACD calls while
active on an ACD call.
Vector-controlled splits/skills
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You can enhance ACD by using Call Prompting, Call Vectoring and Expert Agent
Selection. For detailed information on vector-controlled splits/skills, see the Call
Vectoring/EAS book that applies to your system. Vector-controlled splits/skills should
not be called directly via the split/skill extension (instead of via a VDN mapped to a
vector that terminates the call to a vector controlled split/skill). However, if split/skill
extensions are called, the calls do not receive any announcements, are not forwarded or
redirected to coverage, and do no intraflow/interflow to another hunt group.
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The oldest-call-waiting termination, which is available with Call Vectoring, is supported
for agents who are servicing ACD calls only.
Changing hunt groups from ACD to non-ACD
Before you change a hunt group from ACD to non-ACD, all agents in that hunt group must
be logged out. When you change a hunt group from ACD to non-ACD, the system places
all agents in that hunt group in busy state. If any phones in the hunt group have an
Auxiliary Work button, the button lamp lights. To become available for calls, the agent
presses the Auxiliary Work button or dials the Hunt Group Busy Deactivation FAC followed
by the hunt-group number.
