Automatic Hold

To answer a ringing ACD call, an agent in a many-forced, one-forced, or one-per-skill split or split or skill pushes the line-appearance button. If automatic hold is administered, the active call is automatically placed on hold. Otherwise, the agent must first push hold.

Call Work Codes (CWCs) and Stroke Counts (SCc)

Agents who handle multiple ACD calls simultaneously with MCH can enter CWCs and Stroke Counts. When an agent does so with multiple calls on the station, the code/count is associated with the last call the agent handled. If an agent enters a code/count during an active call with calls on hold, the code/count is associated with the active call.

If an agent with on-request MCH is active on a call that requires forced entry of CWC or stroke counts and places the call on hold without entering a code/count, the agent cannot request another call.

If agents with many-forced MCH are in a split or skill with forced entry of CWC or stroke counts, the agent are forced to handle an ACD call even if the agents have not entered a code or a count.

Direct Agent Calling (DAC)

Agents can handle multiple direct agent calls if their direct agent skills have MCH. The queue-status indicator is not lit when a direct agent call queues to a split or skill. Agents are notified that calls are waiting with a ring ping and a flashing current-work-mode lamp.

Forced Agent Logout from ACW

An agent in ACW is logged out because the Forced Agent Logout from ACW timer has expired, even if the agent has ACD calls on hold.

Move Agent While Staffed

An agent with a move pending can place a call on hold and request another ACD call. All calls and ACW must complete before the pending move occurs.

Non ACD calls

If an agent activates the Auto-In or Manual-In work mode with calls on hold, the agent can answer or originate a non ACD call. With on-request MCH, the agent is temporarily unavailable for ACD or direct agent calls. With forced MCH, a call can be delivered. If an agent in ACW reconnects to an AUXIN/AUXOUT call, the agent remains in ACW.

Queuing

When an agent is available, the agent is placed at the end of the queue for Uniform Call Distribution (UCD) hunt groups or at the bottom of the skill type for Expert Agent Distribution (EAD) hunt groups, or is made available for Direct Department Calling (DDC) hunt groups. When the agent becomes the most available according to group type (UCD, EAD, or DDC), the agent receives a queued ACD or direct agent call.

If the last agent on a forced MCH split or skill is pending for AUX work mode in a non vector-controlled split, the agent must empty the queue before going to AUX work mode. The agent continues receiving ACD calls until the queue is emptied.

Redirection on No Answer (RONA)

If an agent has a call active or on hold and the RONA timer expires for another ringing ACD call, RONA redirects the alerting call back to the split or skill or administered VDN. The agent is not taken out of service when the call redirects, but is placed at the bottom of the Most Idle Agent (MIA) or Expert Agent Distribution (EAD) queue.

Restricted line appearance

If you administer last-available line appearance as Restricted Last Appearance for an agent phone, the agent does not receive additional ACD calls because the appearance is reserved for making conference or transfer calls.