ATT DEFINITY Communications System Generic 3 Instructions Manual

							Multiple Call Handling
Issue  3   March 1996
3-907
nAUX work is not pending
nMove from CMS is not pending
As long as an ACD call is active or held, the agent will not automatically receive 
an a d ditional call from the one-forced split or skill. However, an agent who has 
received the an ACD call can request another ACD c all from a one-forced split or 
skill by placing the active call on hold and then selecting MI or AI work mode.
If an agent with multiple skills is active on an ACD call for a group with 
one-forced MCH, the agent could be forced an ACD call for one of the agent’s 
other skills d epending on the MCH typ e of their other skills.
An a gent in a one-forced split/skill in the MI/AI work mode is unavailable for that 
split/skill from the time that any ACD call rings the agent until all ACD calls are 
abandoned, redirected or dropped by the agent.
Because One Forced MCH forc es an ACD call to alert an agent who is not 
currently on an ACD call, it is useful in situation where ACD calls need to take 
precedence over other calls.
One Per Skill
One Per Skill MCH is only available with Expert Agent Selection (EAS). With this 
option, an agent who has no ACD call for this skill will be automatically 
interrupted with a single ACD call from this skill when: 
nThe agent is in Manual-in or Auto-in work mo de
nThe agent is the most idle or next available
nNo other ACD calls are alertin g
nNo other ACD calls for this particular skill are active or held
nAn unrestricted line appearance is available
nAUX work is not pending
nMove from CMS is not pending
As long as the one per skill call is active or held, the agent will not automatically 
receive an additional call from that skill. However, an agent who has received a 
forced ACD call can request another ACD call from a one-per-skill skill by 
placing the active call on hold and then selecting MI or AI work mode.
If an agent with multiple skills is active on an ACD call for a one-per-skill group, 
the agent could be forced an ACD call for one of the agent’s other skills if that 
skill has a type of  many-forc ed or one-per-skill. 
Because One Per Skill MCH allows a call from a split to be delivered even when 
the agent is already on an ACD call, it is useful when calls from one skill have 
higher priority than other ACD calls. 
						

							Feature Descriptions
3-908Issue  3   March 1996 
Many Forced
With this option, an agent will be automatically interrupted with an ACD call 
when:
nThe agent is in Manual-in or Auto-in work mo de
nThe agent is the most idle or next available
nNo other ACD calls are alertin g
nAn unrestricted line appearance is available
nAUX work is not pending
nMove from CMS is not pending
When an agent answers an ACD call, the agent becomes immediately available 
to receive another ACD call from a many-forc ed split or skill provided the above 
conditions are met.
Generally speaking, agents in many-forced groups in the MI/AI work mode are 
unavailable only when an ACD call is ringing at the agent’s station.
Because Many Forced allows a call to be delivered even when the a gent is 
already active on an ACD call, it is useful when very imp ortant or urgent calls 
must be answered, even when that requires putting an equally important call on 
hold. It can also be used to force Direct Agent Calls to an agent.
MCH Example
In this example, it is assume d that an a gent is logg e d into four skills each with a 
different MCH option. The following table shows when a call would be delivered 
under the described conditions when an unrestricted line a p pearance is 
available and the agent is in the Auto-In or Manual-In work mode and when AUX 
work is not pending. The left column describes the existing conditions when the  
						

							Multiple Call Handling
Issue  3   March 1996
3-909
call arrives. Yes indicates that a call would b e delivered for that sp lit under that 
condition; no  indicates that a call would not b e delivered.
Considerations
Work Modes
Activation of the AI or MI work mode with calls on hold will only succeed if the 
agent has an MCH split or skill and an idle unrestricted call appearance 
available. If this is not the case, the activation attemp t is denied. If the activation 
attempt was via a work mode button, the button lamp flashes denial. If the 
activation attempt was via a feature access code, the a gent receives intercept 
tone.
If an agent is in the AI work mode and activates MI work mode with calls ringing 
or active, the agent simp ly toggles to the MI work mo de. Similarly, an agent in the 
MI work mode activating the AI work mode with calls ringing or active simp ly 
toggles to the AI work mo de.
If an agent selects ACW with calls on hold, ACW is pending until all calls 
complete or until an MI call completes. If the agent selects AUX work with calls 
on hold, AUX work will be pending until all calls complete. Ad ditional ACD calls 
will not be delivered when AUX work is p ending. When a MI/AI ACD or Direct 
Agent call with pending ACW completes, the agent enters ACW. When an agent 
is active on a non-ACD call with ACW p ending the a gent can receive forced 
MCH calls.
Table 3-71. MCH Call Delivery Example
 Condition  Skill 1 
(MCH=on-
request)  Skill 2 
(MCH=
forced-one)  Skill 3 
(MCH=one-
per-skill)  Skill 4
(MCH=many) 
no calls on set yes yes yes yes
one active extn call no yes yes yes
skill 1  call active no yes yes yes
skill 2 or 4 call active no no yes yes
skill 3  call active no no no yes
extn call held, no other action no yes yes yes
skill 1, 2, or 4 call held, no other action no no yes yes
skill 3 call held, no other action no no no yes
extn call held, then AI/MI selected yes yes yes yes
skill 1,2,3, or 4 call held, then AI/MI selected yes yes yes yes 
						

							Feature Descriptions
3-910Issue  3   March 1996 
If the agent is a ctive on a MI ACD or Direct Agent call and some other MI ACD or 
Direct Agent Call abandons from hold, the agent remains in the MI work mode on 
the active call.
If the agent is active on an AI ACD or Direct Ag ent call or is active on a non-ACD 
call and in the AI or MI work mode and a MI ACD or Direct Ag ent call abandons 
from hold, the a gent becomes pending for the ACW work mode and the after-call 
button lamp flashes p ending.
If the agent reconnects to a held ACD or Direct Agent call, the agent work mode 
changes to the work mode associated with the held ACD or Direct Agent call 
(either Auto-In or Manual-fn). For example, if the agent is in the ACW mode and 
reconnects to a held MI work mode ACD call, the agent returns to the MI work 
mode. Similarly, if the agent is in the AI work mo de and  reconnects to a non-ACD 
call that was made or received while in the ACW mode, the agent returns to the 
ACW mode.
Interactions
The following interactions are true for all MCH options.
nAutomatic Hold
An agent in many-forced, one-forced, or forc e-per-grp split/skill may 
answer a ringing ACD call by pushing the line appearance. If the 
automatic hold feature is optioned, the active call will automatically be 
placed on hold.
nCall Work Codes (CWC) and Stroke Counts
An agent processing multiple ACD calls simultaneously in a MCH 
environment can enter CWCs and Stroke Counts. When an agent enters a 
CWC or Stroke Count with multiple ACD calls on the station, the CWC or 
Stroke Count will be associated with the last ACD call the agent was 
processing. If a CWC or Stroke Count is entered during an active ACD 
call, possibly with calls on hold, the CWC or Stroke Count will be 
associated with the active ACD call. MCH sp lits/skills can have Forced 
Entry of Call Work Codes and Stroke Counts.
If an on-request agent is active on a call that has forced entry of CWC or 
Stroke Counts an d places that call on hold without entering a CWC or 
Stroke Count, the a gent cannot request another call. The agent must first 
enter a CWC or Stroke Count for the held call.
If a many-forced agent is in MI/AI work mode in a sp lit/skill with forced 
entry of Stroke Counts and Call Work Codes, the agent will be forced an 
ACD call even if a Stroke Count or Call Work Code has not been entered.
If an agent is active on a MI c all and another MI c all abandons with forced 
entry of Stroke Counts and Call Work Codes, the forced entry is ignored 
for the abandoned call. 
						

							Multiple Call Handling
Issue  3   March 1996
3-911
nDirect Agent Calling
Since ACD a gents can service multiple calls from the MCH skills that the 
agent has logged in to, the agent can handle multiple Direct Agent calls 
from the MCH skills. When a Direct Agent call is queued in a split/skill, the 
queue status indicator for the split/skill will not b e lit when a Direct Agent 
call is queued. ACD agents will be notified that Direct Agent calls are 
waiting by a ring p ing and the current work mode lamp will flash.
nMove Ag ent While Staffe d
An agent with a move p ending may hold a call and request another ACD 
call. All calls and ACW must be complete before the pending move will 
take place.
nNon-ACD Calls
If an agent has activated AI or MI work mode with calls on hold, he or she 
can then answer or originate a non-ACD call. With on-request MCH, the 
agent is then temporarily unavailable for an ACD or Direct Agent call. With 
forced MCH if other conditions are met, a call may be delivered. If an 
agent in ACW reconnects to an AUXIN/AUXOUT c all, the agent remains in 
ACW.
nQueueing
When an agent becomes available, the system places the agent at the 
end of the queue for Uniform Call Distribution (UCD) hunt groups, at the 
bottom of the skill type for Expert Agent Distribution (EAD) hunt groups, or 
makes the agent available for Direct Department Calling (DDC) hunt 
groups. When this agent becomes the most available according to the 
group type (UCD, EAD,  or  DDC)  a queued ACD or Direct Ag ent call is 
routed to the agent and rings at the agent’s station.
If the last a gent on a forced MCH split is pending for AUX work mo de in a 
non-vector controlled split, the a gent will be forced to drain the queue 
before the AUX work mode takes effect. This agent will c ontinue to receive 
ACD calls based on the MCH type of their split and the AUX work mo de 
will remain p ending until the q ueue is drained.
nRedirection on No Answer
If an MCH agent has a call active or on hold and the Redirection on No 
Answer time exp ires for another ringing ACD call, the call is redirected 
back to the split/skill. However, the a gent is not taken out of service.
nRestricted Line Ap pearance
If the last available line a p pearance is administered as Restricted Last 
Ap p earance on the “Agent’s Station” form, the agent does not receive 
a d ditional ACD calls because the appearance is reserved for making 
conference or transfer calls.
nVoice Terminal Displays 
						

							Feature Descriptions
3-912Issue  3   March 1996 
The call prompting digits shown are those associated with the active ACD 
call. If the agent reconnects to a call on hold, the display will show the 
digits for the reconnected call.
Administration
Multiple Call Handling is enabled on the “System-Parameters Customer Options”  
form. It is administered on the “Hunt Group”  form. See “Multiple Call Handling” in 
the 
DEFINITY Communications System Generic 3 Version 4 Im plementation, 
555-230-655, or 
DEFI NIT Y Com munications System Generic 3 V2/V3 
Implementation
, 555-230-653.
Hardware and Software Requirements
With the exception of ACD no a d ditional software or hardware is required. MCH 
is only available on multi-appearance terminals. If a CMS a djunct is used, On 
Request MCH requires R3V2 or a later release; Forced MCH requires CentreVu
TM 
CMS (R3V4) or a later release. 
						

							Multiple Listed Directory Numbers
Issue  3   March 1996
3-913
Multiple Listed Directory Numbers
Feature Availability
This feature is available with all Generic 3 releases.
Description
Allows a publicly published number for each incoming and two-way (incoming 
side) FX and local CO trunk group assigned to the system.  Also allows DID 
numbers to be treated as LDNs.
When a CO or FX LDN is c alled, a trunk group is accessed.  The trunk group then 
routes the call to the incoming destination designated for that trunk group.  The 
incoming destination for an FX or CO trunk group can be one of the following:
nAttendant group
nACD split
nDDC group
nUCD group
nRemote Access
All DID LDN calls route directly to the attendant group.
Considerations
Multiple LDNs provide publicly published numbers for a business.  These 
numbers allow public access to an attendant.  LDNs are also useful when it is 
necessary that the public be able to contact a particular DDC or UCD group.  
The feature can also b e used for Remote Access.
A unique display for incoming call identification can be provided for each LDN, 
including the DID num bers.
Interactions
If Night Service has been activated and a night console is not assigned or is not 
operational, incoming LDN calls route as follows:
nDID LDN calls route to a designated DID LDN night extension. If no DID 
LDN night extension is designated, DID LDN calls route to the attendant.
nOther incoming calls on trunk groups route to the night  destination 
specified for the trunk group. If the night destination is the attendant, calls 
route to the DID LDN night extension, if specified.  If no DID LDN night 
extension is specified, calls route to the attendant. If no night d estination is  
						

							Feature Descriptions
3-914Issue  3   March 1996 
specified for the trunk group, the calls route to the normal incoming 
destination for that trunk group.  If that destination is an attendant, calls 
route to the DID LDN night extension.
nInternal calls and coverage calls to the attendant route to the DID LDN 
night extension.
Administration
Multiple LDNs is administered by the System Manager. The following items 
require administration:
nIncoming destination for each CO trunk group and each FX trunk group 
used for LDNs
nDID LDNs
nDID LDN night extension
nA unique name for each LDN (optional, for display purposes)
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Music-on-Hold Access
Issue  3   March 1996
3-915
Music-on-Hold Access
Feature Availability
This feature is available with all Generic 3 releases.
Description
Provides music to a party that is on hold, waiting in a queue, parked, or on a 
trunk call that is being transferred.  The music lets the waiting party know that the 
connection is still in effect.
The system provides automatic access to the music sourc e. 
Considerations
The music provided b y Music-on-Hold Access lets the waiting party know that he 
or she is still connected. Waiting  parties are less likely to hang up. This results in 
a greater number of completed calls.
If a multiple-party connection is on hold, waiting in q ueue, or p arked, music is not 
provided.
The number of calls that can be connected to Music-on-Hold Access 
simultaneously is not limited.
The treatment of transferred trunk calls can be controlled by the System 
Parameter field  ‘‘Music (or Silence) on Transferred Trunk Calls.’’ Such calls can 
be administered to receive either music or silence.
If you use equipment that rebroadcasts music or other copyrighted materials, 
you may be required to obtain a copyright license from or pay fees to a third 
party such as the American Society of Composers, Artists, and Producers 
(ASCAP) or Broadcast Music Incorporated (BMI). You can purchase a Ma gic on 
Hold® system, which does not require such a license, from AT&T.
Interactions
When any one of the following features is activated, music is  provided when one 
party is waiting or held:
nHold
nConference — Terminal 
nTransfer (application of music or silence as op posed to ringback tone can 
be controlled for trunk calls) 
						

							Feature Descriptions
3-916Issue  3   March 1996 
nCall Park
nA call placed in queue for a DDC group, UCD group, or ACD split, can 
receive a delayed announcement followed by music.
If a call with either Data Privacy or Data Restriction activated is placed on hold, 
Music-on-Hold access is withheld to prevent the transmission of some musical 
tone which a connected data service might falsely interpret as a data 
transmission.
When Tenant Partitioning is in use, each tenant can be assigned a unique sourc e 
for music to be heard when a caller is placed on hold. See the Tenant 
Partitioning  feature for a d ditional information.
Administration
Music-on-Hold Access is administered on a per-system basis by the System 
Manager. The  only  administration required is the assignment of the port number 
used to provide the feature, and the assignment of whether music, tone, or 
silence is heard on transferred trunk calls.
Hardware and Software Requirements
Requires the music source and one port on a TN763 Auxiliary Trunk circuit pack 
(TN763D supports A-law), or one port on a supported Analog Line circuit pack 
such as the TN742. A KS-23395L4 coupler is required to connect the music 
source to the Analog Line port.
Also, if the music sourc e is not FCC registered, a 36A or 909A voice coupler is 
required to provide an interface and system protection for the music source. See 
DEFI NI TY Com munications System Generic 3 Wiring, 555-230-111, for a 
description of Music-on-Hold hardware requirements. 
Multiple Music-on-Hold sources require Tenant Partitioning Software.