Avaya Communication Manager Contact Center, Руководство пользователя

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Automatic Call Distribution
Issue 1.0 May 2003 89
Interactions
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Attendant Call Waiting – An attendant can originate or extend a call to an ACD split.
Attendant Call Waiting cannot be used on such calls. However, such calls can enter the
split queue.
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Attendant Intrusion – Attendant Intrusion does not work with ACD split extensions
because an ACD extension has many agent extensions. It is not possible to determine
which agent extension to intrude upon.
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Automatic Callback – Automatic Callback calls cannot be activated toward an ACD
split/skill.
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Call Coverage – Calls can redirect to or from an ACD split/skill. A vector-controlled
split/skill cannot be assigned a coverage path.
If the queue is not full, a call enters the queue when at least one agent is on an ACD call
or in ACW mode. Queued calls remain in queue until the Coverage Don’t Answer
Interval expires before redirecting to coverage. If any split/skill agent becomes available,
the call is directed to the agent.
Calls that redirect on the Don’t Answer coverage criterion are reported to BCMS/CMS
as intraflowed calls.
If a call is queued for an ACD split/skill and redirects via Call Coverage directly to an
announcement, the call is dropped after the announcement.
Calls to a split/skill that are directed to an agent do not follow the agent’s call coverage
path. If an agent activates Send All Calls it does not affect the distribution of ACD calls.
An ACD split/skill call directed to an agent station follows the split/skill call coverage
path, once the agent’s Don’t Answer interval is met.
For a call to an ACD split/skill to be redirected to call coverage on the Busy coverage
criterion, one of the following conditions must exist:
— All agents in the split/skill are active on at least one call appearance and the queue,
if there is one, is full.
— No agents are logged in.
— All agents are in Auxiliary Work mode.
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Call Forwarding All Calls – Call Forwarding All Calls activated for an individual extension
does not affect the extension’s ACD functions.
When activated for the split/skill extension, calls directed to the split/skill are forwarded
from the split/skill. Calls receive no announcements associated with that split/skill (other
than a forced first announcement, if administered). The system reports to BCMS/CMS
that calls are queued on the split/skill. The system reports to CMS when the call is
removed from the queue and forwarded.