ATT DEFINITY Communications System Generic 3 Instructions Manual

							Automatic Call Distribution (ACD)
Issue  3   March 1996
3-177
Handling functions and operations. The information below applies generally to 
traditional ACD.  See the Exp ert Agent Selection (EAS) feature for a d ditional 
EAS procedures.
NOTE:
Parts of this section describe when agents are available to receive ACD 
calls. Multiple Call Handling modifies the situations under which an agent 
can receive an ACD call. See the Multiple Call Handling feature for more 
information.
nAgent Log-in and Log-out — An agent is required to log in before he or 
she is able to receive ACD calls. The agent may or may not be required to 
enter a personal identification number, d e pending on administration. An 
agent performs the following steps to log in:
1. Dial the login Feature Access Code (FAC).
2. Enter the 2-d igit (3-d i git for G3r) split ID numb er. 
3. Enter the a gent ID if IDs are administered.
In a ddition, an agent can log out to let the system know that he or she is 
unavailable for ACD calls.  To log out, the agent performs the following 
steps:
1. Dial the logout FAC.
2. Dial the two-digit or three-digit (G3r) s plit ID number.
nACD Call Work Modes
— Auxiliary Work — An a gent c an enter the Auxiliary Work mode when 
he or she is doing non-ACD activities such as taking a break or 
going to lunch but wants the relevant time tracked by BCMS/CMS. 
This makes the agent unavailable for ACD calls for that split. 
Entering the AUX work mode in one s plit does not affect the a gent’s 
status in other splits. The agent is not in the Most Idle Agent  queue 
while in AUX work mode.
— After Call Work — An agent can enter the ACW mode to perform 
ACD-related activities when needed. For example, an agent may 
need to fill out a form as a result of an ACD call. The agent can 
enter the ACW mode to fill out the form. The agent is unavailable for 
ACD calls from any split while in the ACW mo de (the agent is 
placed in the AUX work mode for other splits). The agent is in the 
Most Idle Agent queue, but he or she is unavailable while in ACW.
— Auto-In or Manual-In — An agent can enter either the Auto-In mode 
or the Manual-In mode to b e come available for ACD calls.
When an agent enters the Auto-In mode, he or she, upon 
disconnecting from an ACD call, automatically becomes available 
for answering new ACD calls. 
						

							Feature Descriptions
3-178Issue  3   March 1996 
When an agent enters the Manual-In mo de, he or she, upon 
disconnecting from an ACD call, enters the After Call Work mo de 
for that s plit, and is not available for ACD c alls. The agent must then 
manually reenter either the Auto-In mo de or Manual-In mode to 
become available for ACD calls.
An agent may be required to enter a Stroke Count or Call Work 
Code when in the Manual Mode. For details on this interaction, see 
the ‘‘Forced Entry of Stroke Counts and Call Work Codes’’ later in 
this ACD description.
nAgent Answering Options
— Automatic Answer All Calls — An a gent with Automatic Answer All 
Calls will be connected directly to an incoming call if the station is 
idle.
If an ACD split/skill call or direct agent call is directed to an idle 
agent with Automatic Answer All Calls then the a gent will hear Zip 
Tone in the headset or handset and be connected directly to the 
call with no audible ringing. Agents in this situation must be aware 
that Zip Tone is the only signal they will receive when they are 
connected to this c all. In this c ontext the agent is idle if there are no 
calls on the station.
If a non-ACD call is d irected to an idle agent with Automatic Answer 
All Calls then the agent terminal will receive one cycle of audible 
ringing.  At the same time the agent will hear Incoming Call 
Identification Tone in the headset or handset and be connected 
directly to the call. In this context the agent is idle if there are no 
calls on the station or all calls are on hold.
— Automatic Answer ACD Calls Only — An agent with Automatic 
Answer ACD Calls Only will be connected directly to an incoming 
ACD split/skill call or direct agent call if the station is idle. In this 
context the agent is idle if there are no calls on the station.
Non-ACD calls directed to an Multi-Ap pearance Voice Terminals 
with Automatic Answer ACD Calls Only will ring until answered, 
redirected or abandoned. The ringing treatment applied to these 
calls depends on the Voice Terminal Alerting Option a dministered 
for this agent.
If an Analog Voice Terminal with Automatic Answer ACD Calls Only 
is off-hook and idle, then only ACD split/skill calls and direct agent 
calls will be directed to this agent.  Non-ACD calls to this agent will 
receive busy treatment.  However, if this analog agent is active on 
an ACD split/skill call or direct agent call and a non-ACD call is 
directed to the agent, the agent will hear Call Waiting Tone if 
appropriate.  The a gent may then answer the waiting call b y going 
on-hook or flashing the switch-hook and dialing the Hold/Unhold 
Feature A c cess Code. 
						

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— Automatic Answer No Calls — Automatic Answer No Calls is also 
known as Manual Answer.  When a call is directed to an agent the 
agent hears ringing, and then goes off-hook to answer the incoming 
call.  The ringing treatment a pplied to the agent terminal is 
determined by the Voice Terminal Alerting Option administered for 
the agent.
— Headset Use Recommended — It is recommende d this feature be 
used with a headset. In this case, the agent hears zip tone through 
the headset and is then automatically connected to the call. (If the 
incoming trunk group is data restricted, the zip tone is not heard. If 
the agent’s extension is data restricte d, zip tone is not heard. 
Therefore, trunk groups terminating to auto answer positions and 
auto answer agent positions should not be assigned data 
restriction.)
Although not recommended, the automatic answering option can 
also be used with a handset or speakerphone. The feature works 
the same as with a headset, except the agent must be off-hook in 
order to receive the call. Zip tone, in this case, is heard through the 
handset or speakerphone.
Please see the 
DEFINITY Communications System Generic 3 
Version 4 Imp lementation
, 555-230-655, or DEF INI TY 
Communications System Generic 3 V2/V3 Implementation
, 
555-230-653, for more information about administration.
nMultiple Call Handling (MCH) — Multiple Call Handling allows an agent to 
be interrupted with an additional ACD call either after putting a call on 
hold, or when the a gent is active on another ACD call. With MCH, the 
agent c an either receive a dditional calls only when he or she requests one 
(G3V3 and  later releases). Or, an a dditional call will automatically alert by 
ringing at the agent’s terminal (G3V4 and later releases). Calls can be 
received up to the limit of non-restricted line appearances on the terminal.
nVoice Terminal Alerting O ptions — The ringing treatment applied to an 
agent’s voice terminal is specified by the Voice Terminal Alerting Op tion 
administered for the agent.  This option is used to determine whether the 
alerting c all receives: no audible ringing, a single ring cycle or  continuous 
ringing.  For details, see the Voice Terminal Alerting Options feature 
description in this chapter.
nAgent Request for Supervisor Assistance — Agents can request 
assistance (whether on an active ACD call or not) from the split supervisor 
by using the Assist button or the assist feature a c cess c o de.
nACD Call Disconnecting — An agent can be disconnected from an ACD 
call in either of three ways. The a gent can press a Release or Drop button, 
the call can be dropped by the calling party, or the agent without the 
automatic answering option can g o on-hook. If the agent presses the Drop 
button, he or she will receive dial tone and be unavailable for calls. The 
Drop button is not recommended for disconnecting calls. 
						

							Feature Descriptions
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CMS
CMS is an optional adjunct to the system that collects and  processes ACD  data. 
CMS uses this data to generate various reports on the status of agents, 
measured splits, measured trunks and, measured VDNs and vectors. These 
reports c an b e stored for later use or can b e displayed on a terminal for real-time 
information.
For information on CMS for G3r and G3i, see 
G3 Call Management System 
Administration
, 585-215-511. For information on CMS for G3i, see the 3B Call 
Management System Administration
, 585-215-504.
BCMS
The Basic Call Management System (BCMS) feature provides real-time and 
historical reports that assist a customer in managing individual agents, ACD 
splits (hunt groups), trunk groups and VDNs. These reports, provided by the 
system, are a subset of those available on the CMS adjunct. BCMS reports can 
be accessed and displayed on the Management Terminal, or printed on d emand 
on the p rinter associated with the Manager I terminal or G3 Management 
Terminal. In a d dition, the historical reports can be scheduled to print on the 
system printer. For a detailed description, see the Basic Call Management 
System (BCMS) feature.
Abandoned Call Search
The Abandoned Call Search feature (G3V3 a n d later releases only) is used to 
identify abandoned calls on ground start, CO, FX, and WATS trunks. When the 
calling party on an ACD call abandons (drops) the call while waiting to be 
connected to an agent, the call is not connected to the agent, and the call is 
reported to the BCMS or CMS as being abandoned. For a detailed description, 
see the Abandoned Call Search feature.
Service Observing
Split supervisors (or other specified users) can use the Service Observing 
feature to train new agents and to observe in-progress ACD calls.  The 
supervisor can observe in either a listen-only or a listen/talk mode. An optional 
warning tone can be administered to let the agents know that someone is 
observing the call. For more d etails on this feature, see the Service Observing 
feature.
NOTE:
The use of Service O bservin g feature may b e subject to federal, state, or 
local laws, rules, or regulations and may be p rohibited pursuant to the laws, 
rules, or regulations or require the consent of one or both of the parties to 
the conversation.  Customers should familiarize themselves with and 
comp ly with all a p plicable law, rules, and regulations b efore using these 
features. 
						

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Direct Agent Calling
Direct Agent Calling causes a call to a particular ACD agent to be treate d as an 
ACD call. Direct agent calling requires ASAI or EAS. Whether or not ASAI is 
turned on, Direct Agent Calling must be invoked by a calling endpoint with Direct 
Agent in its COR  calling a station with Direct Agent in its COR.
Agents may receive zip tone, ring, or ring/ping when these calls are d elivered. 
Agents may have ‘‘After Call Work’’ associated with these calls. The CMS and the 
BCMS correctly measure these calls as ACD calls.
Delivery of Direct Agent Calls
If the a gent receiving the direct agent call is available to answer an ACD call in 
the associated split, the direct agent call is delivered to the agent. Zip tone is 
applied if the agent is in the automatic answer mode.
If the receiving agent is not available to answer an ACD call, (for example, the 
agent is busy on a call, in the After Call Work mode, or in the Auxiliary Work 
Mode), the receiving agent is notified with a ring-ping if the a gent has a 
multifunction voice terminal or is on-hook. If the receiving agent has a single line 
voice terminal and is not available, the receiving agent will hear call waiting tone 
(even when the Call Waiting Termination feature is not assigned) if the a gent is 
off-hook. The  ring-ping or call waiting tone is given only once per call when the 
call is queued. The c urrently lit work mo de b utton lamp for the associated split on 
the receiving agent’s voice terminal flash, indicates a direct agent call is waiting. 
Flashing starts when the call q ueues and stops when all direct agent calls leave 
the queue (answered, abandoned, or sent to coverage).
Direct agent  calls are queued and served in a first-in first-out order before any 
non-Direct Agent Call (including priority calls). Therefore, when an agent 
becomes available, the switch first checks for any direct agent calls before 
serving normal ACD calls in queue.
Direct agent  calls follow the receiving agent’s coverage and call forwarding, if 
activated. Once the call goes to coverage or is forwarded, the call is no longer 
treate d as a direct agent call.  CMS is informe d that the call has been forwarded.
Answering a Direct Agent Call
The receiving agent answers a direct a gent call by becoming available in the 
split with which the direct agent call is associated. While on a d irect agent call, 
the agent becomes unavailable to subsequent ACD calls.
NOTE:
For initialized ASAI or user dialed EAS, both originating and called party 
CORs, need to be set for direct agent dialing.
If the receiving agent logs off by unplugging the headset, the agent may still 
answer a direct agent call in queue by logging back in and becoming available.  
Agents who have d irect agent calls waiting will be denied if they attempt to  
						

							Feature Descriptions
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log-off using a feature access code. If the agent is in the MAN-IN mode or has 
pushed the After Call Work (ACW) button while on a Direct Agent Call, the agent 
will go to ACW.
Vector-Controlled Splits
For detailed information on vector-controlled splits, see ‘‘ACD Split/Hunt Group 
O peration with Call Vectoring’’ in the Call Vectoring feature. Vector controlled 
splits/skills (that is, ACD hunt group with vector = 
y) can b e called directly via the 
split/skill extension (instead of calling a VDN mapped to a vector that will 
terminate the call to a vector controlled split/skill); however, the calls will not 
receive any announcements, be forwarded, redirect to coverage, or 
intraflow/interflow to another hunt group.
Agent Sizing
Agent Sizing  provides  a maximum limit of logged-in ACD agents. For more 
information on Ag ent Sizing, see ‘‘Agent Sizing’’ in the Agent Call Handling 
feature.
Stroke Counts
Stroke Counts provide ACD agents with the a bility to record customer-defined 
events on a per-call basis when the CMS is active. For details on the Stroke 
Counts function, see the Ag ent Call Handling feature description elsewhere in 
this manual.
Call Work Codes
Call Work Codes allow ACD agents to enter up to 16 digits for an ACD call to 
record the occurrence of customer-defined events (such as account codes, 
social security numb ers, or phone numbers). For details on the Call Work Codes 
function, see the Agent Call Handling feature d escription elsewhere in this 
manual.
Forced Entry of Stroke Counts and 
Call Work Codes
An agent is always allowed to enter a Stroke Count and/or Call Work Code for an 
ACD call. However, each split can be administered so ag ents in that split are 
forced to complete a Stroke Count and/or a Call Work Code entry before 
becoming available for another call using Manual-In mo de. The rest of this 
discussion assumes this has been done.
An agent can enter the Stroke Count and/or Call Work Code while on the call, or 
while in the ACW mode after the call releases. After a call has been released by 
an agent in the Manual-In mode, the agent automatically enters the ACW mode. 
The agent is not permitted to return to the Manual-In mode until a Stroke Count or 
a Call Work Code is completed. If the Manual-In button is d e presse d before a  
						

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Stroke Count or a Call Work Code has been completed, the Manual-In lamp  
flutter. If the Manual-In FAC is used before a Stroke Count or a Call Work Code 
has been completed, intercept tone is given. (However, the a gent can subvert 
the Forc ed  Entry mechanism by going into AUX first or by entering (
*) only for 
forced entry of call work codes.)
Once a Stroke Count or a Call Work Code entry is completed, pressing the 
Manual-In button (or FAC) returns to Manual-In mo de, and lights the Manual-In 
lamp.
ACD agents with an attendant console or multi-appearance voice terminals can 
enter Stroke Counts or Call Work Codes.
An Agent is permitted to be logged into 3 or 4 splits (R3/R3V2 CMS) at the same 
time. Any of these splits may have the Forced Entry o ption active. A transition into 
the Aux-Work mo de in any split will remove the Forced Entry requirement for all 
other splits.
The ACD feature must b e enabled on the ‘System Parameters Customer Options’ 
form. The Call Work Code feature may also be enabled on this sc reen. If Call 
Work Code is not selected, the Forced Entry c a pability applies only to Stroke 
Counts.
Considerations
ACD is particularly useful whenever a department or answering group receives a 
high volume of calls of the same type (for example, a catalog ord ering 
d e partment). Members of the department or answering group can be assigned 
to an ACD split. Call com pletion time is minimized and, since calls go directly to 
the split, attendant assistance is not required.
For a com plete list of the ACD  parameters please see Ap pendix A, System 
Parameters.
A voice terminal or individual attendant can be an agent in one or more splits. 
However, an agent cannot be  logg e d into more than 4 splits simultaneously. If an 
agent is assigned to more than one split, each assignment applies to the 
maximum number of agents. When computing the number of agents measured 
by BCMS, count one agent as one agent regardless of the number of splits that 
the agent will be logg e d into.  For CMS, count one agent for each agent in each 
split measured by CMS; one a gent logg e d into three sp lits counts as three 
agents.
Announcements can be analog, aux trunk (G3r only), DS1 (G3V4 and  later 
releases) or integrated. Integrated announcements use the 16-channel 
announcement board and queuing is based on whether or not one of the 16 
channels is available. When a channel becomes available, any of the 
announcements on the board can be accessed. Therefore, a caller may b e in 
queue for an announcement (because a channel is not available), even though  
						

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that announcement is not being used. The maximum queue length for all digital 
announcements is shown in the Capacities Table. Queues for analog and aux 
trunk announcements are on a per-announcement basis. The capability to install 
multiple Integrated Announcement board s is available with G3V4 and later 
releases.
If a delay announcement is used, answer supervision is sent to the distant office 
when the caller is connected to the announcement. Charging for the call, if 
applicable, begins when answer supervision is returned.
Calls incoming on a non-DID trunk group can route to an ACD split instead of to 
an attendant. Calls incoming on any non-DID trunk group can have only one 
primary destination; therefore, the trunk group must  be dedicated to the ACD 
split.
Agents using multiappearance voice terminals can receive only one ACD call at 
a time unless Multiple Call Handling is administered. Without MCH, a voice 
terminal is available for an ACD call only if all call appearances are idle. The 
agent may, however, receive non-ACD calls while active on an ACD call.
Leave Word Calling messages can be stored for an ACD split and can be 
retrieved by a member of the ACD split, a covering user of the split, or a 
systemwide message retriever.  The  Voice Terminal Disp lay feature and proper 
authorization must be assigned to the message retriever.  Also, a remote 
Automatic Message Waiting lamp  can be assigned to a split agent to provide a 
visual indication that a message has been stored for the split. The status lamp 
associated with this button informs the user that at least one message has been 
left for the split.
Each ACD split and each individual agent is assigned a COR. Miscellaneous 
Restrictions can be used to prohibit selected users from accessing certain splits.  
Either Miscellaneous Restrictions or restrictions assigned through the COR can 
be used to prohibit the agents from being accessed individually. Unless such 
restrictions are administered, each agent can be accessed individually as well 
as through the split.
CMS measurements may be inaccurate on calls to sp lits that intraflow to the 
attendant group.
If an agent becomes available while a caller is listening to an announcement 
(other than a forced first announcement), the call is removed from the 
announcement and is connected to the available agent.
For MEGACOM 800 Service with DNIS over a wink/wink-tie trunk, if all agents are 
logg e d out or in the AUX-Work mode, incoming MEGACOM telecommunications 
service calls receive a busy signal if no coverage path is provided (unlike other 
automatic-in trunk groups which receive rin g back from the central office).
When a CO call enters a full ACD split queue, there may be a difference in the 
switch measurement and the CMS measurement.  This is b e cause it is a CO c all.   
						

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The switch measurement will indicate the maximum numb er of calls allowed in 
the queue.  The CMS measurement will indicate all the calls in the ACD split 
queue plus any call on the CO trunk waiting to terminate on the ACD split.
CO switches will usually drop calls which remain unanswered after a period of 
two to three minutes. Therefore, if an incoming CO  call queues to a split without 
hearing an announcement or music, and the caller listens to CO ringback for two 
to three minutes, the call will be dropped by the CO.
If an ACD split extension is assigned as the incoming destination of a trunk 
group, and that split’s extension is later changed, the trunk group’s incoming 
destination must also be changed to a valid extension.
Agents should not be used for hunt group calls and ACD split calls 
simultaneously. Otherwise, all of the calls from one split (either ACD or hunt 
group) will be answered first. For example, if the ACD calls are answered first, 
none of the hunt group calls will be answered until all of the ACD calls are 
answered.
The oldest c all waiting termination is only supported for agents who are servicing 
ACD calls only.
Interactions
The following features interact with the Automatic Call Distribution (ACD) 
feature:
nAttendant Call Waiting
An attendant can originate or extend a call to an ACD split. Attendant Call 
Waiting cannot be used on such calls.  However, such calls can enter the 
split queue, if provided.
nAttendant Intrusion
Attendant Intrusion will not work with ACD sp lit extensions since an ACD 
extension has many a gent extensions.  Therefore, it would not b e p ossible 
for the switch to determine which agent extension to intrude upon.
nAutomatic Callback
Automatic Callback calls cannot be activated toward an ACD split.
nCall Coverage
Calls can redirect to or from an ACD split.
A vector-controlled split cannot be assigned a coverage path.
For a call to an ACD split to be redirected to Call Coverage on the busy 
criterion, one of the following conditions must exist:
— Each agent in the split must be active on at least one call 
appearance and the queue, if there is one, must be full 
						

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— No agents are logged in
— All agents are in AUX work mode
If the queue is not full, a call will enter the q ueue when at least one agent is 
on an ACD call or in ACW mode. Queued calls remain in queue for a time 
interval equal to the Coverage Don’t Answer Interval before redirecting to 
coverage. If any agent in the split becomes idle, the call directs to that 
voice terminal.
Calls that redirect on the ‘‘don’t answer’’ criterion are reported to 
BCMS/CMS as intraflowed calls.  Calls that redirect on the ‘‘busy’’ 
coverage criterion are not reported to BCMS/CMS as intraflowed calls. 
Calls can be redirected to another ACD split via Call Coverage to activate 
the Intraflow and Interflow feature.
If a call is queued for an ACD split and redirects via call coverage directly 
to an announcement, the call will be dropped upon completion of the 
announcement.
When a call is redirected via Call Coverage to an ACD split, the calling 
party will not hear a forced first announcement or a first delay 
announcement at the covering split, if administered. The  redirected  call 
will receive a second delay announcement only.
Calls to a split that are directed to an agent’s voice terminal will not follow 
the agent’s call coverage path.  Activating Send All Calls for an agent 
terminal will not affect the distribution of ACD calls. An ACD call directed 
to an a gent’s station will follow the split’s call coverage path if the 
specified don’t answer interval is met at the agent’s set.
nCall Forwarding All Calls
When activated for an individual extension, the ACD functions of the 
individual extension are not affected.
When activated for the split extension, calls directed to the split are 
forward ed away from the split. No announcements (other than a forced 
first announcement, if administered) associated with that split are 
connected to the call. The system reports to the BCMS/CMS that the call is 
queued on the split and then reports to the CMS that the call has been 
removed from the q ueue and forwarded.
Calls can be forwarded to an off-premises destination to activate the 
Intraflow and Interflow feature. Destinations may be d omestic or 
international numb ers that can be reached via the public switched 
network.
Calls can b e forwarded to destinations outside your PBX (that is, d omestic 
and international phone numb ers on the public-switched telephone 
network).
On calls forwarded to an ACD split, the caller will hear the forwarded-to 
split’s first and second delay announcement(s), if assigned. A forced first 
announcement at the forwarded-to split will not be delivered.