Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Hunt Group Solutions
12-4Automatic Call Distribution
12
You can set a maximum queue length in a group to anywhere from 0 to 200 calls
(csi/si) or 0 to 999 (r), and you can establish a queue warning level. If the preset
maximum queue length is reached, additional incoming calls are redirected to a
call-coverage path (ensuring that calls are routed to an extension that will answer
the call), or are given a busy signal. A priority-queuing feature allows you to desig-
nate which calls should receive priority; these calls override the standard first-in
first-out queuing pattern.
Two features provide for redirection of ACD calls:
■ Intraflow allows an ACD call to be redirected from one split to another
through coverage paths that are assigned to determine call redirection
criteria.
■ Interflow allows new calls in a split’s queue to overflow and be sent to
another ACD split on another system using the Call Forwarding All Calls
feature. Interflow can be useful during the evening, during peak operation
times, or at other times when agents are unavailable.
NOTE:
This feature is not related to the Look-Ahead Interflow feature. The
Look-Ahead Interflow feature is not supported on DEFINITY BCS nor
GuestWorks.
ACD agents can use any model of telephone, but it is recommended that they use
multiappearance telephones with an adequate number of feature buttons. A num-
ber of special ACD features can be assigned to their telephones to enable them to
perform their jobs more effectively.
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. The status is available on
telephones with a digital display. Queue-status 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 to greet the caller
appropriately.
■ Each agent can be logged in to as many as four splits at a time. However,
an agent can be active on calls for only three splits at any one 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 customer-provided voice recorder to the
call (via an auxiliary trunk circuit). All equipment used to complete the call
is held active (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.