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Call Management
Issue 4 September 1995
3-5
For ACD calls, an agent’s state is further defined by the relevant
work mode
. The
following list describes these modes:
■
After-Call-Work Mode
makes the agent unavailable to receive any ACD
calls for any split. This mode can be used when the agent is doing ACD
call-related work.
■
Auto-In Work Mode
makes the agent available to receive calls and allows
the agent to receive a new ACD call immediately after disconnecting from
the previous call. When Multiple Call Handling is enabled an agent in
Auto-In Work Mode can receive additional ACD calls while still active on a
call.
■
Auxiliary-Work Mode
makes the agent unavailable to receive any ACD
calls for the specified split. This mode can be used when an agent is
performing non-ACD activities, such as going on a break.
■
Manual-In Work Mode
makes the agent available to receive calls and
automatically puts the agent into the
After Call Work Mode
after
disconnecting from an ACD call. When Multiple Call Handling is enabled
an agent in Manual-In Work Mode can receive additional ACD calls while
still active on a call.
See the
DEFINITY Communications System Generic 3 Feature Description
, 555-
230-204, for a more complete description of agent work modes and Multiple Call
Handling.
Calling Party Feedback
The initial feedback a caller hears as the call is being processed by a vector
depends upon the origin classification of the call, which can be one of the
following:
■ Internal (internal call from another Generic 3 user)
■ Non-CO (incoming call over a DID or tie trunk over which incoming digits
are received)
■ CO (incoming call over a CO or automatic type tie trunk over which no
digits are received)
For an internal or a non-CO call, the caller hears silence until one of the following
vector steps is reached:
■ Wait with system music, ringback, or an alternate audio/music source
(Caller hears system music, ringing, or the music or audio associated with
an administered port.)
■ Announcement (Caller hears the announcement.)
■ Busy (Caller hears a busy tone.)
■ Call alerting an agent or at a station (Caller hears ringing or the agent
answering the call.)