Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Features
A-44Hunt Group features
A
Hunt Group features
The system offers the following features designed to help you set up and maintain
hunt groups (splits) and agents.
Abandoned Call Search
Allows a central office that does not provide timely disconnect supervision to
identify abandoned calls. An abandoned call is one in which the calling party
hangs up before the call is answered. Abandoned Call Search is suitable only for
older central offices that do not provide timely disconnect supervision.
Agent Call Handling
Allows you to administer functions that Automatic Call Distribution agents use
when handling incoming calls. You define specific agent capabilities and can plan
capacities based on those capabilities.
Attendant Vectoring
With Attendant Vectoring, a highly flexible approach for managing incoming calls
to an attendant is available. For example, with current night service operation,
calls redirected from the attendant console to a night station can only ring at that
station and will not follow any coverage path. With Attendant Vectoring, night
service calls will follow the coverage path of the night station. The coverage path
could go to another station, and then eventually to a voice mail system. The caller
can then leave a message that can be retrieved and acted upon.
Auto-Available Split
Allows agents of an ACD split to be in Auto-In work mode continuously. An agent
in Auto-In work mode becomes available for another ACD call immediately after
disconnecting from an ACD call. You can use this feature to bring ACD agents
back into Auto-In work mode after a system restart. Although not restricted to
such, this feature is intended to be used for splits containing only recorders or
voice-response units.
Automatic Call Distribution
Allows incoming calls to connect automatically to specific splits. An Automatic Call
Distribution (ACD) split is designed to receive a high volume of similar calls. Calls
to specific splits are automatically distributed among the agents assigned to that
split. Calls queue to the split until an agent is available. You can assign a
supervisor to each split. The split supervisor can listen in on agent calls, monitor
the split queue status, and assist agents. If you have Basic Call Management
System, you can measure and create reports on the status of ACD agents, splits,
and trunks.