Avaya callmaster ii User Guide
7
If your voice terminal is connected to the DEFINITY ECS G3V4 (or later), note the
following new VOA capabilities provided:
following new VOA capabilities provided:
•
You may cancel the VOA playback for an incoming call by pressing the flashing
call appearance button while the announcement is being heard.
call appearance button while the announcement is being heard.
•
You may cancel the repeated VOA playback (after you have pressed the
button) by pressing the
button again while the
announcement is being heard.
Non-ACD Calls
Non-ACD calls are those calls to an agent’s station extension or the calls originated
by the agent. (It is recommended that agents be in AUX mode when placing calls.) In
an EAS environment, this can also include calls to the agent’s login-ID, IF the
agent’s Class of Restriction (COR) or the calling party’s COR does not have Direct
Agent Calling (DAC). A non-ACD call may be originated or answered by an agent
whenever there is an available call appearance. The agent’s work mode light
remains unchanged while handling a non-ACD call.
by the agent. (It is recommended that agents be in AUX mode when placing calls.) In
an EAS environment, this can also include calls to the agent’s login-ID, IF the
agent’s Class of Restriction (COR) or the calling party’s COR does not have Direct
Agent Calling (DAC). A non-ACD call may be originated or answered by an agent
whenever there is an available call appearance. The agent’s work mode light
remains unchanged while handling a non-ACD call.
Note: If an agent is on a non-ACD call, no ACD call will be routed to the agent from
any of the splits or skills unless Multiple Call Handling is active.
any of the splits or skills unless Multiple Call Handling is active.
VOA-Repeat
VOA-Repeat
Disconnecting From Calls
You can disconnect from a call in several ways:
•
You can press
to disconnect from any type of call in approximately
one-tenth of a second. This method is faster than waiting for a caller or trunk
to disconnect and enables you to perform other ACD or voice terminal
procedures sooner. You do not hear dial tone after you press
to disconnect and enables you to perform other ACD or voice terminal
procedures sooner. You do not hear dial tone after you press
.
•
You can press
which disconnects you from a call and gives you dial
tone. Use
when you want to disconnect from an ACD or non-ACD call
and place another call.
•
If you are using your handset, you can hang up.
Release
Release
Drop
Drop