Avaya Communication Manager Contact Center, Руководство пользователя

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Agent Call Handling
Issue 1.0 May 2003 69
When the maximum number of ACD agents are logged in or any of the other above limits
are reached, an agent who attempts to log in hears reorder tone or is otherwise denied log
in. Also with EAS, an agent logging in may not have all the assigned skills logged in if the
ACD member limit is reached.
The administrator of a non-EAS system can be blocked from adding agents to splits via the
Hunt Group form.
The administrator of an EAS system can be blocked from assigning additional Login IDs or
skills to an agent via the Login ID form if the relevant system limits are reached.
Considerations
Release button
Agents using Automatic Answer are logged out of all splits/skills when they disconnect
from an ACD call by hanging up. Therefore, agents should use the Release button, if
provided. This button is in addition to the fixed Release button on the attendant console.
Timed ACW
To prevent agents from canceling Timed ACW by pressing the Manual-In or ACW buttons,
do not assign these buttons to the agents’ phones. Timed ACW cannot be assigned to
AAS, adjunct-controlled, AUDIX, Remote AUDIX, or Message Center splits/skills. In
addition, VDN-Timed ACW does not apply to calls routed to a converse split/skill by way of
the
converse-on
vector command. Timed ACW assigned to a converse hunt group
applies.
BCMS and CMS track Timed ACW as standard ACW work states. Time spent in Timed
ACW is not specifically identified.
Nonvector-controlled splits/skills
For nonvector-controlled splits/skills, the last available agent in a split/skill cannot enter
Auxiliary Work mode if any calls remain in the queue. (However, the agent can log out.)
When the last available agent tries to enter Auxiliary Work mode, the following occurs:
●
The Auxiliary Work button flashes indicating the change is pending.
●
New calls on the ACD split/skill either receive busy tone or redirect to coverage. Calls in
the queue continue to route to the last available agent until the queue is empty.
●
At the last available phone or console, the Auxiliary Work button lamp flashes until the
queue is empty. The telephone then enters Auxiliary Work mode and the associated
lamp lights steadily.