To help supervisors identify if a caller or an agent disconnected first from an active ACD or direct agent call.

Valid entries are y and n.

• y: To play one of the two distinct disconnect tones.

• n: To play no distinct tone. This field option is the default.

For measured trunks, Call Management System and Avaya IQ offer reports that indicate which party disconnected the call first.

To determine whether an agent can press ringer-off that prevents ringing on EAS auto-answer calls.

Valid entries are y and n.

To determine the display duration for call-related information when an agent presses callr-info.

This field is applicable to softphones, H.323 phones, and one-line display phones with the Enhanced Callr-Info display for 1–line phones field on the Station screen administered as n.

Valid entries are from 3 to 60 seconds. The default value is 10 seconds.

To determine when Communication Manager clears call-related information from the phone display.

• leave-ACW: Communication Manager clears call-related information when an agent leaves the After Call Work (ACW) mode.

• next-call: Communication Manager clears call-related information when an agent receives the next call. This field option is the default.

• on-call-release: Communication Manager clears call-related information when an agent releases a call.

To determine the number of seconds the endpoint Interruptible Aux notifications, flashing lamp, display, or tone are on before an auto-in-interrupt agent or a manual-in-interrupt agent is available.

The delay ensures that an agent is not immediately made available when the agent presses interruptible-aux. The delay also provides a brief period to an agent already in the Interruptible Aux mode before the system makes the agent automatically available.

Valid entries are from 1 to 9 seconds with the default value of 3 seconds.

To administer a skill hunt group for reporting of Avaya Proactive Contact (PC) non-predictive switch classified calls for each system. Reports are generated as if agent were in the ACD-OUT state.

You can select a skill number from 1 to 8000.

This field is applicable if you administer the Reporting for PC Non-Predictive Calls field as y.

To start or stop integration with Proactive Contact for non-switch classified outbound calling.

This feature improves Call Management System (CMS) tracking of switch classified and non-switch classified calls, that is, agent classified, outbound calls that the Proactive Contact soft dialer places through Adjunct Switch Application Interface (ASAI).

Valid entries are y and n.

To apply a single burst of zip tone for calls to auto-answer ACD agents.

The field option applies to:

• Zip tones for auto-answer ACD calls with the station/agent ID auto-answer field set to acd.

• Incoming Call Identification (ICI) tones for auto-answer non-ACD calls with the field set to all.

The options are:

• double: To keep the current operation, which applies double bursts of zip tone for ACD calls and double bursts of ICI tone for non-ACD calls, on the Callmaster® series phones.

• single: To eliminate the second burst of zip tone or ICI tone to reduce:

  • The time for an agent to begin a conversation with the caller.

  • The possibility of the agent and the caller hearing an open mike background noise between the first tone and second tone.

  Use this field option with a Callmaster® series phone when the agent hears the single burst of tone to recognize an incoming call.