CALL CENTER MISCELLANEOUS

Last Updated : Jun 12, 2014 |
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Feature-related system parameters

Allow Ringer-off with Auto-Answer

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If activated, an agent can use the ringer-off feature button that prevents ringing on Expert Agent Selection (EAS) auto-answer calls.

Callr-info Display Timer (sec)

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Usage
3 to 60
Administer the timer to display the information which caller has dialed on IP (H.323) telephones. The default value is 10 secs.

Clear Callr-info

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Specifies when the collected digits Callr-Info display is removed from the agent or station display.
Valid Entry
Usage
leave-ACW
Leaves the display up while the agent is in After Call Work (ACW) mode.
next-call
Clears the display when the next call is received. This is the default.
on-call-release
Clears the display on the second line of a two-line display telephone or the display of a one-line display telephone with the Enhanced Callr-Info display for 1-line display phones option active when the call is released. The call is released if the receiving call is disconnect or if the agent presses the release button.

Interruptible Aux Notification Timer (sec)

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Valid Entry
Usage
1 to 9
Specifies the number of seconds the endpoint interruptible aux notifications, the flashing lamp, display, or tone, are on before an auto-in-interrupt or manual-in-interrupt agent is made available. This delay ensures that an agent is not immediately made available when he presses an interruptible aux button. Also, this delay provides a brief period to an agent already in interruptible Aux mode before that agent is made available automatically. Default is 3.

PC Non-Predictive Reports Skill

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Administers a skill hunt group used for reporting associated with Proactive Contact non-predictive switch-classified calls on a per-system basis. Reports are generated as though the agent were in the ACD-OUT state. Available only if reporting for PC Non-Predictive Calls is enabled.
Valid Entry
Usage
1 to 99
Skill number forswitches.
1 to 8000
Skill number for all other platforms

Prefer H.323 Over SIP For Dual-Reg Station 3PCC Make Call

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The Prefer H.323 Over SIP For Dual-Reg Station 3PCC Make Call field is used to enable thefeature.
For more information about thefeature, see Feature Description and Implementation.
Valid entries
Usage
Redirects the 3PCC actions from a SIP desktop station to a remote soft phone or virtual private network H.323 telephone.
Does not redirect the 3PCC actions from a SIP desktop station to a remote soft phone or virtual private network H.323 telephone.

Reporting for PC Non-Predictive Calls

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Activates or deactivates improved integration with Proactive Contact Outbound Calling for non switch-classified outbound calling. For example, this feature improvestracking for switch-classified and non-switch classified (agent classified) outbound calls placed by the Proactive Contact soft dialer through ASAI. Default is

Send Connect Event to ASAI For Announcement Answer

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Use this field to enableto send a Connected or Answered event to the calling party if the calling party is an ASAI application and the called party uses an announcement system. If you set this field to
Valid entry
Usage
n
does not send the Connected or Answered event to the ASAI application. This is the default value.
y
sends the Connected or Answered event to the ASAI application.

Service Level Algorithm for SLM

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Metadata
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Administers the algorithm used to determine service levels for Service Level Maximizer (SLM). Available only if Expert Agent Selection (EAS) has been enabled for the system.
Valid Entry
Usage
actual
The Actual Service Level (ASL) based on an algorithm that is determined as a percentage on a hunt group (skill) basis using the number of calls answered within the target service level time period in the current interval, divided by the total calls in the interval. This is the default.
weighted
The Weighted Service Level (WSL) algorithm based on a weighting calculation that uses the difference between the target time and the estimated wait time.

Zip Tone Burst For Callmaster Endpoints

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Valid entry
Usage
double
When the station set type is a Callmaster series, Communication Manager retains existing operation which applies the following to ACD agents:
  • two bursts of zip tone for auto-answer ACD calls
  • two burst of ICI tweedle-dee tone for non-ACD auto-answer calls
This is the default value.
single
eliminates the 2nd burst of zip/ICI tone reducing time for agent to start conversation with the caller and possibility of the agent and the caller hear open mike background noise between the first and second tones. Use with a Callmaster station type when the agent can always hear enough of the single burst auto-answer to recognize that a call is being delivered.