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Call Center Solutions
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3-4 Issue 5 January 1998
DEFINITY ECS places all Automatic Call Distribution calls into a queue. Each call
stays in the queue until an agent becomes available, until an optional timed inter-
val expires, or until the caller hangs up. If the call has not been answered after an
administrable period of time, an announcement can be played for queued call-
ers. The call can then be connected to music to let the caller know that the call
has not been dropped, it can be sent to a coverage path, or it can be connected
to another announcement.
You can set a maximum queue length in a group to anywhere from 0 to 999 calls,
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 (if administered), 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 designate which calls should receive priority; these calls override the standard
first-in-first-out queuing pattern.
Two features provide for redirection of ACD hunt group calls:
■ Intraflow allows an ACD call to be redirected from one hunt group to
another through coverage paths that are assigned to determine call redi-
rection criteria.
■ Interflow allows new calls in a hunt group’s queue to overflow and be sent
to another ACD hunt group 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.
ACD agents can use any DEFINITY ECS telephone. The CallMaster digital tele-
phone, described in Chapter 10, "Desktop Solutions", is particularly recom-
mended to meet the needs of ACD agents. A number of special ACD agent
features can be assigned to agents’ telephones to enable them to perform their
jobs effectively. In addition, special features are available to assist supervisors in
observing and monitoring the performance of agents.
Additional features give your company even more options when using ACD:
■ Stroke Counts provide ACD agents with the ability to record up to nine
definable events on a per-call basis by pressing a button when CentreVu
Call Management System is active. A tenth event records audio difficulty.
Forced Entry of Stroke Counts can be administered for every call
answered in the Manual-In mode.
■ Call Work Codes allow ACD agents to enter up to 16 digits while on an
ACD call (or in After Call Work mode) to record the occurrence of defin-
able events (such as account codes, social security numbers, or phone
numbers). CentreVu Call Management System is required to record Call
Work Code information. Forced Entry of Call Work Codes can be adminis-
tered for every call answered in the Manual-In mode.
■ Queue-Status uses button lamps and telephone displays to indicate call
status for calls waiting in an ACD queue on telephones with a digital dis-
play. It can also display how long the oldest call has been waiting.