Lucent Technologies 555-235-100 ユーザーズマニュアル
5
Automatic Call Distribution (ACD)
DEFINITY ProLogix Solutions Release 2 Overview
555-235-100
Issue 2 June 1999 5-12
Additional features give your company even more options when using ACD.
•
Queue-Status uses button lamps and telephone displays to indicate call status for
calls waiting in an ACD queue on telephones with a digital display. It can also
display how long the oldest call has been waiting.
calls waiting in an ACD queue on telephones with a digital display. It can also
display how long the oldest call has been waiting.
•
Dialed-Number Identification Service allows agents to identify (via display
telephones) the purpose of each incoming call and greet the caller appropriately.
telephones) the purpose of each incoming call and greet the caller appropriately.
•
Automatic Available hunt group allows the CONVERSANT Voice Information
System or other “nonhuman” agent positions to be staffed automatically and
made available.
System or other “nonhuman” agent positions to be staffed automatically and
made available.
•
Each agent can be logged into as many as four hunt groups at a time.
•
Malicious Call Trace allows you to designate stations that can trace emergency or
threatening calls. When an agent receives a malicious call, the agent presses the
Malicious Call Trace button. The system gathers trace information and connects
a voice recorder to the call. All equipment used to complete the call is held up
(the call cannot be disconnected) until the feature is deactivated.
threatening calls. When an agent receives a malicious call, the agent presses the
Malicious Call Trace button. The system gathers trace information and connects
a voice recorder to the call. All equipment used to complete the call is held up
(the call cannot be disconnected) until the feature is deactivated.
•
Redirection on No Answer allows an unanswered, ringing call to be redirected to
an ACD queue or to a Vector Directory Number after an administered interval.
The agent position will also be taken out of service.
an ACD queue or to a Vector Directory Number after an administered interval.
The agent position will also be taken out of service.
•
Station Hunting allows calls to be routed first to the called extension, then
according to a linear, circular, or modified circular sequence of extensions. The
circular sequences work to distribute calls equitably, ensuring that there are no
overworked “first” extensions in a hunt group.
according to a linear, circular, or modified circular sequence of extensions. The
circular sequences work to distribute calls equitably, ensuring that there are no
overworked “first” extensions in a hunt group.