With Stroke Counts (SCs), agents can press a stroke-cnt feature button to record the number of occurrences of a customer-related event.

You must have ACD splits or skills to use SCs with Call Management System (CMS).

You can assign 10 SC button types with SC zero (0) for tracking audio difficulty or poor quality of transmission. Agents can record up to nine events for each call. For troubleshooting purpose, CMS records the equipment location of the trunk that the agent used when the agent pressed stroke-cnt for audio difficulty.

If an agent is on an ACD call or in the After Call Work (ACW) mode for an ACD call and the agent presses stroke-cnt, Communication Manager lights the feature lamp steadily for two seconds and sends the SC to CMS. If an agent is not on an ACD call or in the ACW mode, Communication Manager causes the feature lamp on the phone to flutter but sends no message to CMS.