Instruction manual

Call center
555-233-76766 Issue 4 May 2003
VDN return destination
VDN return destination is an optional feature that re-routes a call that has been
processed through a vector, to the administered return destination. This step
occurs once all parties, except the originator, have dropped. The return destination
must be a VDN extension.
Call Work Codes (CWC)
Call Work Codes (CWC) allows ACD agents to enter digits for an ACD call to
record the occurrence of a customer-defined event, such as a social security
numbers or phone numbers. The agent enters the call work code by operating the
CWC feature button and using the dial pad during an ACD (inbound) call without
interrupting the conversation, or in the After Call Work (ACW) mode following
the call. The digits are displayed on a display-equipped telephone while being
entered.
Circular station hunt group
This hunt group type is an alternative to the “ddc” or “hot-seat” algorithm in a
hunt group. Communication Manager keeps track of the last extension in the hunt
group that received a call. When another incoming call arrives, it is sent to the
next idle extension, bypassing the extension that had received the previous call.
The first extension in the hunt group will no longer be the busiest telephone while
the others in the group are sitting idle.
CMS measurement of ATM
The Call Management System (CMS) measurement of ATM feature provides the
capability to externally measure ATM trunks on CMS. The CMS messages and
reports are modified to support the expanded equipment location.
Dialed Number Identification Service
(DNIS)
This feature displays, for a called party or answering position, the service or
product associated with an incoming call. You administer what the system
displays.