Abbreviated Dialing (AD)

Assign AD buttons to make agent login easier. You can program an AD button to dial an access code, split number, or agent login ID. You can use the Autodial feature buttons to assign login and logout feature buttons.

Auto Answer with Interruptible Aux

Even if an agent skill is administered to be forced interruptible, that is, Reserve Level (RL) is set to a or m on the Agent LoginID screen, the agent administered as Auto Answer is treated as requested interruptible, that is, RL set to n, not forced.

Otherwise, a forced interruptible agent administered as Auto Answer is made available using the Interruptible Aux feature even if the agent is not physically present or ignores the call. In such a situation, a call is delivered and automatically answered by the endpoint but no one answers the caller.

Bridging

ACD split or skill calls are not bridged.

If an agent bridges on to a call, the call is a non-ACD EXT-IN call. The agent is not available for an ACD call unless the agent is a member of a many-forced, one-forced, or one-per-skill MCH split or skill. The agent can put the call on hold and become available to receive ACD calls even in non-MCH splits or skills if only bridged appearances are active.

Call Coverage

If an ACD call routes to an agent as a result of covering to a VDN, where the VDN is the last coverage point in the coverage path, Timed ACW applies as administered for the VDN, split, or skill.

Call Forwarding

If an ACD call routes to an agent after being call forwarded to a VDN, Timed ACW applies as administered for the VDN, split, or skill.

Call Management System (CMS)

Timed ACW is reported on CMS reports in the same way as any other ACW. CMS gives exception notification only on ACW intervals that are longer than the defined threshold.

Call Pickup

When an ACD agent answers a call with Call Pickup, the call is treated as an incoming non-ACD call. The agent can put the call on hold and become available for additional calls.

CallVisor ASAI Adjunct

If a split or skill hunt group has CallVisor ASAI as the controlling adjunct, you cannot administer Timed ACW for the split or skill. Additionally, if an ACD call is routed to an agent in an adjunct-controlled split or skill, the agent is not placed in Timed ACW when the call ends.

Call Work Codes

The CWC 100-agent limit is shared with reason codes. Therefore, no more than 100 agents can simultaneously enter either a CWC or reason code.

Conference

If an agent receives an ACD call through a VDN and conferences in other agents, the agents added to the call use the Timed ACW interval associated with the number dialed to conference the other agents. An ACD agent on conference with more than three parties can cause inaccurate CMS measurements.

Expert Agent Selection (EAS)

When EAS is active, all ACD hunt groups are assigned as vector-controlled skills. Agents log in using Logical Agent IDs. Skills can be preassigned to login IDs, however, assignment on the Agent Login ID screen does not actually assign a non-AAS login ID to the skills until the ID is logged in. When the login ID is logged in, each skill is counted as a hunt group member towards the system hunt group member limit, the per-group member limit, and each agent is counted as a logged-in ACD agent.

Interruptible Aux Notification Indicators

Interruptible Aux notification indicators on an endpoint, that is, display message, flashing lamp and ring-ping alert tone, persist across call-preserving system resets, levels 1 and 2. The notification indicators keeps agents aware of critical service level conditions even when certain serious system events occur.

Manual Answer with Interruptible Aux

If a forced interruptible agent answer condition is administered as Manual Answer and is moved to an available mode, when a call is delivered to the endpoint the agent must answer the call. RONA applies to the calls delivered to the endpoint that are not answered within the set number of rings.

Multiple Call Handling (MCH)

If MCH calls are on hold at a telephone and the agent completes a call that normally is followed by Timed ACW, the agent is not placed in ACW. If no MCH calls are on hold, but one is alerting at the station when the Timed ACW call completes, the agent is placed in ACW.

MCH affects when agents can enter different work modes and when calls are delivered to agents in manual-in or auto-in work modes.

Transfer

If an agent receives an ACD call through a VDN and transfers the call to another agent, the second agent uses the Timed ACW interval assigned to the number that was dialed to transfer the call.

For an EAS agent, this is the Timed ACW interval associated with direct agent skill. For an agent receiving a call transferred to a second VDN, this is the VDN Timed ACW interval of the second VDN. The agent who originally transferred the call uses the ACW associated with the VDN, split, or skill that first received the call.

VDN Override

If a VDN has VDN Override set to n and the vector routes a call to a second VDN, the Timed ACW interval of the first VDN is used for Timed ACW. If VDN Override is set to y, the Timed ACW interval of the second VDN is used.

If no interval is set for the second VDN, no Timed ACW is associated with the call.

Voice Response Integration (VRI)

If an ACD call routes on a converse vector command, any VDN Timed ACW associated with the call is ignored for agents in the converse split or skill. However, if the converse split or skill has an administered Timed ACW interval, the answering agent associated with the split or skill is placed in Timed ACW when converse vector command processing completes.