AT&T Definity Callmaster II Bedienungsanleitung PDF herunterladen (Seite 15)

Note the following new VOA capabilities provided if the agent’s voice terminal is

connected to the DEFINITY ECS G3V4 (or later):

• The agent may cancel the VOA playback for an incoming call by pressing the

flashing call appearance button while the announcement is being heard.

• The agent may cancel the repeated VOA announcement playback (after

pressing the button) by pressing the button again

while the announcement is being heard.

Basic Call Management System (BCMS) (Optional Feature)

Your system may have access to the Basic Call Management System (BCMS). Check

with your system manager to see if you can use the BCMS features.

BCMS provides real-time and historical reports that will help an ACD supervisor

successfully manage individual agents, ACD splits or skills, trunk groups, and

VDNs. These reports can be accessed and displayed on the Manager I terminal or

printed on a printer connected to this terminal. If you have the scheduled report

feature, these reports can be printed on the system printer. Data is stored by hour or

half-hour increments for 25 time intervals, and daily summary data can also be

calculated and stored for seven days.

The following reports are available with BCMS:

— Real time reports

➤ Split/Skill Status

➤ System Status

VOA-Repeat VOA-Repeat

➤

VDN Status

— Historical reports

➤ Agent

➤ Split/Skill

➤ System

➤ Trunk Group

➤ VDN

These reports can be displayed and printed both locally and remotely. That is, you

can access the reports locally through Manager I and print on the connected printer,

or, if you have agents in more than one facility, you can centralize the measurements

data evaluation and access the switch data remotely.

System Measurements

With the DEFINITY ECS Generic 3, you can access reports on such items as trunk

group usage or hunt group usage and efficiency. These reports are available on the

Manager I terminal or on a remote administration terminal. You can print these

reports on a printer connected to the terminal.

Trunk group and hunt group reports are collected on a clock-hour basis. The

available individual reports include yesterday's peak usage, today's peak usage, and

last hour's usage. Besides these group reports, your DEFINITY ECS Generic 3 can

also provide the following types of reports:

1 2 ... 10 11 12 13 14 15 16 17 18 19 20 ... 45 46

Kommentare zu diesen Handbüchern

Keine Kommentare

AT&T Definity Callmaster II Bedienungsanleitung Seite 15

Kommentare zu diesen Handbüchern

Verwandte Produkte und Handbücher für Vernetzung AT&T Definity Callmaster II