Instruction manual

Multiple call handling (forced)
Issue 4 May 2003 69555-233-767
Multiple call handling (forced)
This feature allows agents to receive an ACD call while other types of calls are
alerting, active, or on hold.
Multiple split queuing
Multiple split queuing lets customers direct a call to several splits at the same
time, so that the first available agent can take the call. It can help customers
handle the busiest periods with greater ease and provide faster service to their
callers.
Priority queuing
Priority queuing allows special callers to be assigned priority status and routed
ahead of other callers. Clients can pamper their best customers with the fastest
attention possible.
Reason codes
Allows agents to enter a numeric code that describes their reason for entering
auxiliary (AUX) work mode or for logging out of the system. Reason codes give
call center managers detailed information about how agents spend their time. You
can use this data to develop more precise staffing forecasting models or use it with
schedule-adherence packages to ensure that agents are performing scheduled
activities at the scheduled time. You must have expert agent selection (EAS)
enabled to use reason codes.
Redirection on no answer
This feature redirects a ringing ACD split or skill call or direct agent call after an
administered number of rings. This prevents an unanswered call from ringing
indefinitely. The call can redirect either to the split or skill to be answered by
another agent or to a Vector Directory Number (VDN) for alternative call
handling. Direct agent calls route to the agent’s coverage path, or to a VDN if no
coverage path is administered. You must have ACD enabled to use this feature.