Agent Call Handling

Last Updated : Aug 27, 2019 |

Before you begin

Ensure that Automatic Call Distribution (ACD) and Expert Agent Selection (EAS) are active for the system.

Procedure

  1. Administer the following fields on the Vector Directory Number screen:

    • VDN Timed ACW Interval

    • After Xfer or Held Call Drops

  2. Administer the following fields on the Hunt Group screen for the skill number that is associated with the VDN:

    • Timed ACW Interval (sec)

    • After Xfer or Held Call Drops

    • Forced Entry of Stroke Counts or Call Work Codes

    You can view the associated skill numbers in the following fields on the Vector Directory Number screen:

    • 1st Skill

    • 2nd Skill

    • 3rd Skill

  3. Administer the Auto Answer field on the Station screen of the associated station so that the station automatically receives calls.

    If the field entry in the Group Extension field on page 1 of the Hunt Group screen matches the field entry in the Hunt-to Station field on page 1 of the Station screen, the station is associated with the hunt group.

  4. Administer features buttons on the Station screen.

    You can administer the Active Station Ringing field for Digital Communication Protocol (DCP) and hybrid phones and the Idle/Active Ringing field for Callmaster™ phones.

  5. Administer the following fields on the Feature Access Code (FAC) screen:

    • After Call Work Access Code

    • Assist Access Code

    • Auto-in Access Code

    • Aux Work Access Code

    • Login Access Code

    • Logout Access Code

    • Manual-in Access Code

  6. Administer all the fields on the Agent LoginID screen.