Avaya Communication Manager Contact Center, Руководство пользователя

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Automatic Call Distribution
Issue 1.0 May 2003 87
Announcements
Announcements can be analog, aux trunk, DS1, or integrated. Integrated announcements
use the TN750, TN2501AP, or co-resident announcement board, and queuing is based on
whether one of the playback channels is available. When a channel becomes available,
any announcements on the board can be accessed, including the announcement already
being played. A caller may be in queue for an announcement because a channel is not
available, even though that announcement is not being used.
Queues for analog and aux trunk announcements are on a per-announcement basis. You
can also install multiple Integrated Announcement boards to allow for more
announcements.
If a delay announcement is used, answer supervision is sent to the distant office when the
caller is connected to the announcement. Charging for the call, if applicable, begins when
answer supervision is returned.
Storing and retrieving messages
Leave Word Calling messages can be stored for an ACD split/skill and retrieved by a
split/skill member, a covering user of the split/skill, or a system-wide message retriever.
The message retriever must have a telephone display and proper authorization. You can
also assign a remote Automatic Message Waiting lamp to an agent telephone to indicate
when a message has been stored for the split/skill.
Class of Restriction
Each ACD split/skill and each individual agent is assigned a Class of Restriction (COR).
You can use Miscellaneous Restrictions to prohibit selected users from accessing certain
splits/skills. You can use Miscellaneous Restrictions or restrictions assigned through the
COR to prevent agents from being accessed individually. Unless you administer such
restrictions, each agent can be accessed individually as well as through the split/skill.
An agent with origination and termination restriction can receive ACD calls and use the
assist function. A telephone in a COR with termination restriction can receive ACD calls.
If you are using Service Observing, administer a COR for observers and agents being
observed.
Trunk groups and ACD splits
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If you assign an ACD split extension as the incoming destination of a trunk group and
the split extension is later changed, you must also change the incoming destination of
the trunk group to a valid extension.
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Calls incoming on a non-DID trunk group can route to an ACD split instead of to an
attendant. Calls incoming on any non-DID trunk group can have only one primary
destination; therefore, the trunk group must be dedicated to the ACD split or a VDN.