User`s guide

All agent voice terminals will require buttons with lights for the following
features:
• System Access buttons. Each agent voice terminal must have at least one
System Access button. Two System Access buttons are recommended.
• Agent State buttons. Three agent-state buttons, Available, ACW (After-
Call-Work), and Logged Out, are required on each agent voice terminal.
In addition, the optional Assist feature requires a button with lights.
• Assist button. Agents may need to signal you visually that they require
assistance. These agents must have a Station-to-Station Message Waiting
(MSG WAIT) button on their voice terminal. (Your supervisor voice
terminal will have a corresponding button so that you will know when the
agent needs help.)
You may want to reserve buttons (with or without lights) for other System 25
features, such as Direct Station Selection (DSS) or Repertory Dialing. These
and other available features are described in the
AT&T System 25 R2VI
Reference Manual and in the AT&T System 25 Multiline Terminal User Guide.
IMPORTANT: An agent voice terminal must not have either a Send All
Calls or an Exclusion button administered on it. These System 25
features interfere with CMS operation.
A TYPICAL AGENT VOICE
Figure 6-l shows typical agent voice terminal button assignments. (This
TERMINAL
example shows a 10-button voice terminal; your agents may be using a
different voice terminal.)
The Agent’s Voice Terminal 6-3