AT&T Definity Callmaster II Bedienungsanleitung PDF herunterladen (Seite 18)

ACD Procedures

This section describes the ACD procedures supervisors uses most frequently,

although the first several tasks are predominantly used by ACD agents to log in and

log out. For more information on ACD procedures that agents use most often, refer

to DEFINITY Generic 1, Generic 3, and System 75 ACD Agent Instructions,

555-230-722.

Note: Calls may be recorded with the use of the CALLMASTER or

CALLMASTER II voice terminal with RIM. For details, see the DEFINITY

CALLMASTER II and CALLMASTER III Voice Terminals User and Installation

Instructions, 555-015-168. For information about enabling/disabling the Record Out

Signal or enabling/disabling the Recorder Warning Tone, see the DEFINITY

CALLMASTER II and CALLMASTER III Voice Terminals Instructions for

Programming the Options, 555-015-169.

Agents must log in before they can receive ACD calls. They may be required to dial a

manager. Non-EAS agents may log into a maximum of four splits at once.

Agent Login

To log in 1 Press if there is an Abbreviated Dialing (AD)

button with the login access code stored on it. (The AD

button can also store the agent’s 2-digit or 3-digit split

number.)

or Press an idle call appearance button and dial the

2 Dial the 2- or 3-digit split number and a unique

stored on the login AD button) [confirmation tone]

• The answering position is now staffed

• The agent is automatically placed in Aux-Work

mode

• The light next to goes on steadily

3 Press

4 Press or to be available to answer

ACD calls. (If the voice terminal is not equipped with

either of these feature buttons, dial the Auto-In or

Manual-In access code, and then dial the

2- or 3-digit split number.)

5 Repeat all the previous steps for each split being

logging into

Aux-Work

Release

Auto-In Manual-In

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AT&T Definity Callmaster II Bedienungsanleitung Seite 18