Avaya Communication Manager Contact Center, Руководство пользователя

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Automatic Call Distribution (ACD) basics
48 Communication Manager Guide to ACD Call Centers
Communication server features that affect CMS data
There are several communication server features that affect CMS data, such Conference,
Transfer, Multiple Call Handling, Call Pickup, Intraflow, Interflow, Redirection on No
Answer, Phantom Abandon Call Timer, Move Agent While Staffed, Expanded Agent
Capabilities, Best Service Routing, and Universal Call ID. These features are explained
below.
Hold, Conference, and Transfer
CMS tracks any type of call an agent puts on hold by pressing the Hold button, dialing the
hold access code, pressing the Conference or Transfer button, or flashing the switchhook.
Information on all calls (split/skill ACD, direct agent ACD, and extension calls) and the time
spent on hold is stored in agent database tables. Information on split/skill calls only and the
time spent on hold is stored in split/skill tables.
Multiple Call Handling (MCH)
Avaya communication servers have options to the Multiple Call Handling feature that can
force agents to receive one or more ACD calls with other ACD calls or extension (non-
ACD) calls on hold or active. For these forced options, talk time (and not ringing time)
accumulates until the agent puts the current call on hold or releases it.
With Multiple Call Handling, an agent can put a call on hold and press the MANUAL-IN or
AUTO-IN button to receive another ACD call. When multiple calls are on hold at the same
time, hold time accumulates for each call on hold, and the total hold time can exceed clock
time. For example, if two calls are on hold for 5 minutes each, 10 minutes of hold time
accumulates.
Call Pickup
When an agent uses the Call Pickup feature to pick up an ACD call that rings at another
agent’s extension, CMS tracks the call as an AUX-IN call for the agent picking up the call.
The split/skill of the agent originally called is credited with an outflow call, even if the agent
who picked up the call is in the same split/skill. If an agent is logged into more than one
split/skill, the call is counted for the split/skill the agent has been logged into the longest.
Thus, when Call Pickup is used, CMS does not count the call as an ACD call, even though
the call queued to a split/skill and was answered. Various other types of data associated
with ACD calls (for example, “Percent Answered Within Service Level” and “Average
Speed of Answer”) will also not include data on calls answered using the Call Pickup
feature. Because the split/skill of the agent originally called is credited with an outflow call,
the call counts against the “Percent Answered Within Service Level” for that split/skill.