Avaya callmaster ii 사용자 가이드
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Note: When you log in, you are automatically placed in the Aux-Work mode.
You can then enter the Auto-In or Manual-In mode to answer your first call.
You can then enter the Auto-In or Manual-In mode to answer your first call.
Important: For the non-vectoring ACD environment, you cannot enter the
Aux-Work mode if you are the last logged-in agent of a split and there are ACD
calls remaining in the queue. If you attempt to enter Aux-Work mode in this case,
the following happens:
Aux-Work mode if you are the last logged-in agent of a split and there are ACD
calls remaining in the queue. If you attempt to enter Aux-Work mode in this case,
the following happens:
•
No new calls will be allowed to enter the split’s queue.
•
Calls already in the queue are routed to you until the queue is empty.
•
If you have an
button, the light next to the button flashes until all
calls in the queue are answered. When the last call is answered, the light next
to
to
goes on steadily and you enter Aux-Work mode.
Changing Work Modes
You may change the work modes at an agent’s station at any time. If there are no
active calls, the new work mode will be effective immediately. Otherwise, the new
work mode will take effect when all active calls have been processed and completed.
You will notice the new work mode button light flashes until the change takes effect,
at which point the button light goes on steady
active calls, the new work mode will be effective immediately. Otherwise, the new
work mode will take effect when all active calls have been processed and completed.
You will notice the new work mode button light flashes until the change takes effect,
at which point the button light goes on steady
Aux-Work
Aux-Work
Redirection on No Answer
The Redirection on No Answer feature redirects an unanswered ringing ACD call
after an administered number of rings. If you do not answer the call distributed from
a split or skill, the call is redirected back to the split or skill after making you
unavailable and notifying the Call Center manager. This feature is available only
with the DEFINITY ECS G3V2 and later.
after an administered number of rings. If you do not answer the call distributed from
a split or skill, the call is redirected back to the split or skill after making you
unavailable and notifying the Call Center manager. This feature is available only
with the DEFINITY ECS G3V2 and later.
Note: Beginning with the DEFINITY ECS, Release 5, an unanswered call can also
be directed to a VDN. The agent is made unavailable, and the supervisor is notified
of the unanswered call via the Call Management System.
be directed to a VDN. The agent is made unavailable, and the supervisor is notified
of the unanswered call via the Call Management System.
Stroke Counts and Call Work Codes
The Call Management System (CMS) is an optional adjunct to the system that
collects and processes ACD data on agent status, measured splits, measured trunks,
and measured VDNs and vectors. CMS reports can be stored for later use or
displayed on a terminal.
collects and processes ACD data on agent status, measured splits, measured trunks,
and measured VDNs and vectors. CMS reports can be stored for later use or
displayed on a terminal.
When CMS is active, you may be asked to enter two types of customer-related events.
•
Stroke Counts — allows you to record the number of times a particular
customer-related event occurs. For example, you may be asked to press a
button each time a customer requests information about a particular item.
Stroke Count entries are numbered from 1 to 9. Each number is assigned to a
specific item, and you enter that number (1-Stroke through 9-Stroke) whenever
a customer asks about that item.
customer-related event occurs. For example, you may be asked to press a
button each time a customer requests information about a particular item.
Stroke Count entries are numbered from 1 to 9. Each number is assigned to a
specific item, and you enter that number (1-Stroke through 9-Stroke) whenever
a customer asks about that item.