Lucent Technologies Definity Enterprise Communication Server 8.2 Benutzerhandbuch
DEFINITY ECS Release 8.2
Administrator’s Guide
Administrator’s Guide
555-233-506
Issue 1
April 2000
Screen reference
677
Feature-Related System Parameters
17
For information on CentreVu
®
Advocate, please contact your Lucent Account
Executive or see the CentreVu
®
Advocate User Guide (585-215-855).
Service Level Supervisor Call Selection
Override
Override
This field determines whether DEFINITY ECS changes agents’ call handling
preferences when a skill using Service Level Supervisor exceeds its Level 1
threshold.
preferences when a skill using Service Level Supervisor exceeds its Level 1
threshold.
For information on CentreVu
®
Advocate, please contact your Lucent Account
Executive or see the CentreVu
®
Advocate User Guide (585-215-855).
Reason Codes Parameters
Aux Work Reason Code Type
Valid entries
Usage
current-wait-
time
time
Current Wait Time selects the oldest call waiting for any of
the agent’s skills.
the agent’s skills.
predicted-wait-
time
time
.
Predicted Wait Time is a feature of CentreVu
®
Advocate.
Valid entries
Usage
y
Enter
y
if you want to override the normal call handling
preferences of a skill’s assigned agents in this situation.
n
Enter
n
if you do not want to override agents’ normal call
handling preferences when the skill exceeds its Level 1
threshold. Service Level Supervisor requires Expert Agent
Selection and CentreVu
threshold. Service Level Supervisor requires Expert Agent
Selection and CentreVu
®
Advocate.
Valid entries
Usage
none
Enter
none
if you do not want an agent to enter a Reason Code
when entering AUX work.
requested
Enter
requested
if you want an agent to enter a Reason Code
when entering AUX mode but do not want to force the agent to
do so. To enter
do so. To enter
requested
the Reason Codes and EAS on the
System-Parameters Customer-Option screen must be
y
.
forced
Enter
forced
to force an agent to enter a Reason Code when
entering AUX mode. To enter
forced
, the Reason Codes and
EAS on the System-Parameters Customer-Option screen must
be
be
y
.