Agent Call Handling

Last Updated : Aug 27, 2019 |

With Agent Call Handling, you can administer all functions that ACD agents use to answer and process ACD calls.

You can define the following agent capabilities:

  • Agent login and logout

  • Agent answering options: Automatic zip tone answer or manual answer

  • ACD work modes: Auxiliary Work (AUX), Auto-In, Manual-In, or After Call Work (ACW)

  • Timed ACW (TACW)

  • Stroke/Event Counts

  • Call Work Codes (CWCs)

  • Forced entry of Stroke/Event Counts or Call Work Codes (CWCs)

  • Agent request for supervisor assistance

  • Block accidental hang-up by logged-in auto-answer agent

  • Option to not apply ringback to the caller for auto-answer calls

  • ACD call disconnect using the release button

Note:

All the agent capabilities mentioned in the list are also supported through the CallVisor ASAI.