Avaya Communication Manager Contact Center, Руководство пользователя, Страница: 67 / 452

Agent Call Handling
Issue 1.0 May 2003 67
After releasing a call, the agent automatically enters ACW mode and cannot return to
Manual-In mode until entering a stroke count or call work code. If the agent presses the
Manual-In button or FAC before entering a stroke count or a call work code, the Manual-In
lamp flutters or intercept tone is given.
Once the agent enters a stroke count or call work code and presses the Manual-In button
or FAC, he or she returns to Manual-In mode and the Manual-In lamp lights.
Any of the agent’s splits/skills can have Forced Entry assigned. If the agent goes into
Auxiliary Work mode in any split/skill, the Forced Entry requirement for all other splits/skills
is removed.
Expanded technical information
Agent capacity and related limits
Agent Sizing adds an overriding capacity limit to the number of logged-in ACD agents. It
can be used to limit the number of logged-in ACD agents to a number less than (or equal
to) the maximum supported by the system configuration.
The logged-in ACD agents limit applies to ACD agents in traditional (or non-EAS) ACD
splits or in Expert Agent Selection (EAS) skills. Auto-Available Split/Skill (AAS) agent ports
are logged in and counted when they are first assigned, while the non-AAS agents are
counted when they actually log in. Each logged-in agent is counted as a single agent
independent of the number of splits/skills logged in to for the Logged-in ACD agents limit.
AAS and non-AAS agents are counted towards this limit whether they are BCMS/CMS
measured or not.
The Logged-in Advocate Agent Count feature counts the number of Advocate agents who
are logged in at the contact center. The feature bases the count on whether or not a
logged-in agent has any Advocate feature(s), except Predicted Wait Time, assigned or
associated with the agent. With this feature, Advocate counted agents are still counted as
ACD agents.
The agent sizing limit is administered by authorized Avaya personnel via the Logged-in
ACD Agents option (and Logged-in Advocate Agent Count) on the System-Parameters
Customer-Options form. The maximum number of allowed logged-in ACD agents is set to
correspond to the configuration you purchase.
For agent sizing, if you have agents working in shifts, you should purchase enough agent
capacity to allow for a smooth shift change. If agents on a subsequent shift are logging in
before agents in the previous shift have logged out, agents could be denied login because
too many agents are currently logged in. Additionally, the non-ACD and/or non-agent
(AAS/VRU) use of Hunt Group resources must be considered. Contact center managers
need to be aware of their logged-in ACD agent and other related limits when adding agents
to handle a traffic peak or when planning a special campaign. Some of the resource
utilization is displayed dynamically on the Display Capacities form.