AT&T Definity Callmaster II Bedienungsanleitung PDF herunterladen (Seite 10)

on-request rules will apply for the agent to request additional ACD calls from

the one-forced split or skill.

• If one-per-skill is optioned for a skill (this option can be used only in an EAS

environment), a ACD call from the skill is automatically delivered to an idle

line appearance if the agent has no other ACD call for that skill on the station

and is in the Auto-In or Manual-In work mode, and an unrestricted line

appearance is available on the voice terminal. After the agent has taken the

first ACD call in a particular one-per-skill group, the on-request rules apply for

the agent to request additional ACD calls from the one-per-skill skill.

• For more information about the MCH options and procedures for taking other

ACD calls, see the DEFINITY Communications System Generic 1, Generic 3,

and System 75 ACD Agent Instructions, Issue 5, 555-230-722.

Stroke Counts and Call Work Codes

The Call Management System (CMS) is an optional adjunct to the system that

collects and processes ACD data on agent status, measured splits, measured trunks,

and measured VDNs and vectors. CMS reports can be stored for later use or

displayed on a terminal.

When CMS is active, agents may be asked to enter two types of customer-related

events.

• Stroke Counts — allows an agent to record the number of times a particular

customer-related event occurs. For example, an agent may be asked to press a

button each time a customer requests information about a particular item.

Stroke Count entries are numbered from 1 to 9. Each number is assigned to a

specific item, and the agent enters that number (1-Stroke through 9-Stroke)

whenever a customer asks about that item.

Stroke Count “0” (0-Stroke) is assigned to audio problems on a particular call. The

agent should press the 0-Stroke button when he/she has difficulty hearing an

ACD caller. However, note that by pressing 0-Stroke, an agent has merely

indicated to CMS that there was an audio quality problem on that call; pressing

the button does not alleviate the audio and/or sound difficulty. (Many voice

terminals, including the CALLMASTER, have a Volume Control button, so, if the

agent is using that type of set and the volume is too low, he/she can press the right

side of the Volume button.)

• Call Work Codes — allows an agent to enter up to 16 digits for an ACD call to

record such customer-related details as account codes, social security numbers,

or phone numbers.

If the agent presses a Call Work Code button, the light next to the button goes on

steadily, and a “C:” prompt appears on the display. The agent can then enter up

to16 digits. When he/she is finished, he/she should press . If the agent makes a

mistake in entering the digits, press and start again.

An agent can enter a Stroke Count and/or Call Work Code while on a call or while

in the ACW mode after the call is released.

Although an agent is always allowed to enter a Stroke Count and/or Call Work

Code, each split can be administered so agents in that split are forced to complete

a Stroke Count or Call Work Code entry for every call answered in the Manual-In

mode. When splits are administered in this way, any attempt to enter Manual-In

mode will be denied until either a Stroke Count or Call Work Code is entered for

the previous call.

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