Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Features
A-46Hunt Group features
A
Intraflow and Interflow
Allow you to redirect ACD calls from one split to another split. Intraflow redirects
calls to other splits within the system using Call Coverage or Call Forwarding All
Calls. Interflow redirects calls to an external split or location using Call Forwarding
All Calls. You can have calls redirected from one split to another conditionally,
according to the coverage path’s redirection criteria. For example, you can define
a split’s coverage path to automatically redirect incoming ACD calls to another
split when a terminal is busy or unanswered.
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.
Multiple Call Handling on Request
Allows agents to receive an ACD call while other types of calls are alerting, active,
or on hold.
Queue Status Indications
Allows you to assign queue-status indicators for Automatic Call Distribution calls
based on the number of calls queued and the length of time the calls have been in
queue. You can assign these indications to lamps on agent, supervisor, or
attendant consoles, or telephones to help monitor queue activity. In addition, you
can define auxiliary queue warning lamps to track queue status. On display
telephones, you can display the number of calls queued and the time in queue of
a split’s oldest call.
Redirection on No Answer
Redirects a ringing ACD 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 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.