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ACD contact center features
178 Communication Manager Guide to ACD Call Centers
MCH settings
On request
In on-request splits/skills, the following is true:
●
If an agent goes into Auto-In or Manual-In work mode, but there are no calls in the
queue, the agent is placed at the bottom of the MIA queue or at the bottom of their skill
level in the EAD queue, or is made available in the DDC queue.
●
Agents must select Auto-In or Manual-In work mode for each new ACD call they take
while a call is on hold.
●
The agent can take additional ACD calls as long as there is an available line
appearance.
Use on-request MCH in conjunction with a feature such as VuStats, which agents can use
to see when the queue is getting full and take additional calls.
One forced (Category A only)
An agent who is idle or active on a non-ACD call is automatically interrupted with an ACD
call from this split/skill when no other ACD call for any of the agent’s splits/skills are
alerting, active, or held. In addition, the following must also be true:
●
The agent is in Manual-In or Auto-In work mode.
●
The agent is the most idle or next available.
●
An unrestricted line appearance is available.
●
AUX work or Move from CMS are not pending.
As long as an ACD call is active or held, the agent does not automatically receive an
additional call from the one-forced split/skill. An agent in a one-forced split/skill in Auto-In
or Manual-In work mode is unavailable for that split/skill from the time that an ACD call
rings until all ACD calls are abandoned, redirected, or dropped. However, the agent can
request another ACD call from a one-forced split/skill by placing the active call on hold and
selecting Manual-In or Auto-In work mode.
If an agent with multiple skills is active on an ACD call for a group with one-forced MCH,
the agent could be forced to take an ACD call for one of his or her other skills, depending
on that skill’s MCH settings.
Because one-forced MCH forces an ACD call to alert an agent who is not on an ACD call,
use it when you want ACD calls to take precedence over other calls.
One per skill (Category A only)
You must have EAS to use one-per-skill MCH. An agent with no ACD calls for this skill is
automatically interrupted with a single ACD call from this skill under the same conditions
listed for one-forced.
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