ADD SKILL

Logged-in, that is, staffed Expert Agent Selection (EAS) agents or phone users with console permissions can press this button to add a skill. This button an Abbreviated Dialing (AD) button programmed with Add Skill Feature Access Code (FAC).

ALERT CHANGE

The lamp associated with this button flashes when another user changes an assigned skill or moves an agent from the current skill to a different skill. The lamp does not flash when agents change skills.

ASSIST

Agents press this button to request the split supervisor for assistance. When an agent presses this button, Communication Manager puts the current call on hold, dials the extension of the supervisor, and connects the agent to the supervisor.

AUDIO TROUBLE

Agents press this button for CMS reporting of a call with poor audio quality. Communication Manager sends a message to CMS that includes the extension number of the agent, the trunk, and the time of day when the incident occurred. CMS reports this information in the CMS Exception reports, which helps in troubleshooting trunk problems and extension problems.

Use Stroke/Event Count button 0 for reporting audio difficulty.

CONFERENCE

Agents press this button to add another person to a two-person call. An agent with a multiappearance phone can add up to four people to a two-person call. For single appearance phones, the agents can add only one person. Single appearance phones do not have a conference button. Agents must use the recall button to conference a call. If an agent adds another agent to a conference call, the resulting conference call is not an ACD call for the added agent, but an Extension-In call.

CALL WORK CODE

Agents press this button and enter up to 16 digits to record the occurrence of a customer-defined event. CMS stores Call Work Codes (CWCs).

CALLER INFORMATION

With Call Prompting, agents can press this button to view the digits collected by the last collect digits vector command.

EMERGENCY

Agents press this button to report a malicious call to the controller. The controller then traces the call.

HOLD

Agents press this button to put a call on hold. ACD does not send any more calls to an agent who has a call on hold. For Communication Manager with MCH, an agent can put an ACD or non-ACD call on hold and press auto-in or manual-in to receive an ACD call.

With MCH, Communication Manager can deliver multiple ACD calls to an agent in the auto-in or manual-in work mode, provided that there is an unrestricted line appearance is available on the phone.

Single appearance phones do not have a hold button. Agents must use the recall button or the switch hook of the phone to put a call on hold. Agents cannot use a single appearance phone to handle multiple ACD calls.

LOGIN

Agents press this button to staff the extension and start CMS collection of agent data. This button is an AD button programmed with the login FAC.

LOGOUT

Agents press this button to unstaff the extension and end CMS collection of agent data. This button is an AD button programmed with the logout FAC.

RECALL/Flash switchhook

To put calls on hold, transfer calls, and create conference calls, agents using single appearance phones press the recall button or flash the switch hook if the phone does not have recall button.

RELEASE

Agents press this button to disconnect a call. Communication Manager logs an agent out of the system if the agent presses drop.

REMOVE SKILL

Logged-in, that is, staffed EAS agents or phone users with console permissions can press this button to remove a skill. This button is an AD button programmed with the remove skill FAC.

STROKE COUNT

Agents press this button to record call events. Stroke Count (SC) is also known as Event Count. Therefore, the terms can be interchanged.

You can assign up to nine SC buttons. CMS records and reports SC information.

SC button 0 is reserved for audio difficulty.

TRANSFER

Agents press this button to transfer calls to other agents or the split supervisor. This button is available only on multiappearance phones. Single appearance phone users must use the switch hook of the phone.

Agents can also use this button to transfer calls to external destinations. External transfer must be assigned to a phone as a feature over and above the normal transfer feature. If an agent transfers a call to another agent, the call is not an ACD call for the agent receiving the call unless the transferring agent dialed a split extension, Vector Directory Number (VDN), or agent login ID, an EAS capability known as Direct Agent Calling. ACD treats the agent receiving the transfer to be on an Extension-In (EXT-IN) call. For the agent transferring a call, the call is counted as an Extension-Out (EXT-OUT) call.

VUSTATS

Agents with display phones press this button to view agent, split or skill, VDN, or trunk group data similar to that reported by CMS.