Lucent Technologies Definity Callmaster II, Definity Callmaster III, Definity Callmaster Instructions Manual

Lucent Technologies —
formerly the communications
systems and technology
units of AT&T

DEFINITY® Enterprise Communications
Server Generic 1, Generic 3,
and System 75

Automatic Call Distribution (ACD)
Agent Instructions

555-230-722
Issue 5
September 1996

NOTICE

While reasonable effort s we re m ad e to ensu re that the information in this do cu men t
was complete and accu rate at the tim e of prin tin g, Luc e nt Technologies can assum e no
responsibility for any errors. Changes or corrections to the information contained in
this document may be incorporate d into futur e issue s.

TO ORDER COPIES OF THIS DOCUMENT

Contact: BCS Fulfillment Center for Lucent Technologies

P.O. Box 4100
Crawfordsville, IN 47933
Domestic: 1 800 457-1235 International: 1 317 361-5353
Domestic Fax: [phone] International Fax: [phone]

Order: Document No. 555-230-722

Issue 5, September 1996

For more i nf ormation about re lated documents, see Business Communications
Systems Publications Catalog, 555-000-010.

HEARING AID COMPATIBILITY

This equipment is compatible wit h the inductively couple d hearing aids as requir ed
by the Federal Commu nications Commission (FCC).

YOUR RESPONSIBILITY FOR YOUR SYSTEM’S SECURITY

You are re sp onsible for the sec urity of your sys tem . L uc en t Technologies does not
warrant that this prod uc t is im mune from or will prevent unauthorized use of
common-ca rrie r tele co mm unication ser vic es or facilitie s ac ce ss ed thr o ugh or
connected to it. Lucent Technologies will not be responsible for any charges that result
from such unauthorized use. Pro duct adminis t rat i on to prevent un authorized use is
your responsibility and your system manager should read all documents provided
with this product to fully understand the features available that may reduce your risk
of incurring ch arges.

REFERENCES TO AT& T

Any references within this text to American Telephone and Telegraph Corporation or
AT&T should be interpreted as references t o Lucent Technologies Incorporated. The
exception is cross-references to books published prior to December 31, 1996, which
retain their original AT&T titles.

Prepared by

©

1996 AT& T
BCS Product Documentation Development All Rights Reserved
Middletown, New Jersey 07748-9972 Printed in USA

i

Contents

Introduction

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Your Automatic Call Distribution Voice Terminal. . . . . . . . . . . . . . . . . . . . . . . . . . . 1

The CALLMASTER and CALLMASTER II and III Voice Terminals. . . . . . . . . . . . . 1

Automatic Answering and Manual Answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

ACD Work Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Changing Work Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Redirection on No Answer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Stroke Counts and Call Work Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Queue Status Indication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

The VuStats Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

VDN-of-Origin Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Non-ACD Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Disconnecting From Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Quick Reference Lists (At the Back of This Guide) . . . . . . . . . . . . . . . . . . . . . . . . . 8

ACD Procedures

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Agent Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Agent Login (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0

Agent Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 1

Agent Logout (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 1

Auto-In Mode with Automatic Answering . . . . . . . . . . . . . . . . . . . . . . . . . .1 2

Manual-In M ode with Automatic A nswering. . . . . . . . . . . . . . . . . . . . . . . 14

Auto-In Mode with Manual Answering . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 5

Manual-In Mode with Manual Answering . . . . . . . . . . . . . . . . . . . . . . . . . 1 7

Answering Calls in Multiple Splits or Skills . . . . . . . . . . . . . . . . . . . . . . . 18

Multiple Ca ll Handling (MCH). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

MCH Forced Call Options Available

with the DE FINITYECS G3V4 and Later. . . . . . . . . . . . . . . . . . . . . 21

Internal Calls to Splits or VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Adding a Skill or Changin g a Skill Priority . . . . . . . . . . . . . . . . . . . . . . . . .2 3

Removing Yourself from a Skill Assig nme nt . . . . . . . . . . . . . . . . . . . . . . .2 4

Being Moved to Another Split or S kill . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Using the V uStats Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Request for Supervisor Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 6

Mute Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Display Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 8

Using a Caller Information Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Viewing Caller Identification, Queue Status,

or Time/Date/Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Display Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Basic Voice Terminal Procedures

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1

Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1

Automatic Callback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Call Forwarding — All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 5

Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 6

Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

ii

Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Last Number Dialed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Leave Word Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Send All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 0

Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Indicato r Li ghts

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Tones and Their Meaning

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Ringing Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Headset or Handset Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Quick Reference Lists

1

Introduction

This instructio n bo oklet d es cribe s Automatic Call Distribution (ACD) procedures
and basic voice terminal procedures for ACD agents. These procedures can be used
with all supported voic e terminals, includ in g the CA L L MA ST E R

®

,

CALLMASTER

®

II, and CALLMASTER® III voice terminal s, con ne c te d to the

DEFINITY

®

Enterprise Communications Server (ECS).

ACD agents are organized into one or more splits (also called hunt groups) to answer
and handle ACD calls. Calls can be distributed to the agents’ voice terminals with
the Uniform Call Distribution (UCD) method (sometimes called the Most Idle Agent
method), in whic h inc oming trunk cal ls, loca l calls , and atte n d ant-e xtended calls are
connected to the most idle voice terminal in a prearranged group of voice terminals.

If Expert Agent Selection (EAS) is being used, agents are placed in grou ps call ed

“skills.” An EAS age n t can be logge d into up to 20 skill s sim ult ane o us ly. (Non-EAS
agents are limited to four spl its at the same tim e.) F or each sk ill, E AS dis tri butes
calls to the agents' voice termi nal s by using one of two call distribution methods:
UCD or Expert Agent Distribution (EAD). EAD is similar to UCD except that calls
are always distribu te d in a Most Idle Age nt (MI A) fashio n . With the DEF IN I TY ECS
G3V4 and earlier, calls are distributed to available “p rimar y sk ill” agents first, then
to available “secondar y sk ill” age n ts. If the age nt ’s voice termin al is conn e cted to the
DEFINITY E CS, Rele ase 5, or later, skill levels are numbe red 1 throu gh 16. In this
case, a call is distributed to agents with the highest -priority skill level first (closest
to 1), then to agents with this sk ill at a low e r priori ty le vel.

Your Automatic Call Distribution Voice Terminal

You may be using a CALLMASTER, CALLMASTER II, or CALLMASTER III voice
terminal or any other suppo rt ed vo ic e ter minal to han d le you r call s. Sin ce mo st A CD
agents use headse ts, the procedu res in th is m anual are written fo r head se t us er s. If
you are using a hand se t and have a switchho o k , howe v e r, you can adapt the
procedure as follows:

• Where a procedure states “press a call appearance button,” lift your handset
instead.

• To disconnec t fro m a call, ha ng up yo u r handset or press .

The CALLMASTER and CALLMASTER II and III Voice Terminals

The (602) CALLMASTER and the (603) CALLMASTER II (with Recorder Interface)
and the CALLMASTER III (without Recorder Interface) voice terminals are specia lly
designed for ACD us e. Each of these digital voice terminals fea tures a 2-line display
of call-related information. Information on installing and using the CALLMASTER
II and CALLMASTER III voice terminals can be found in the DEFINITY

CALLMASTER II and CALLMASTER III Voice Ter minals User and Installation
Instructions, 555-015-168.

The CALLMASTER, CALLMASTER II, and CALLMASTER III voice terminals can
be used with a handset, whic h fits into a cr adle (this is no t a switchhook). If you are
using any of the CAL LMASTER vo ice te rm in als with the handse t, follow th e head set
procedures. Th e handset is off-hook (l ive) whenever it is plugged into a
CALLMASTER voice termin al. If you have both a handset and a headset plugged

Release

2

into a CALLM A ST E R voi ce te rm in al , you may wa nt to unplug the h and se t wh e n yo u
are not using it, since it can transm it nea rby noises (suc h as p ap ers b e ing shuf fle d )
which may be heard over the headset.

The CALLMASTER and CALLMASTER II voice term inals with Recorder Interface
Module (RIM) are designed for recording calls. With this module, a warning tone
notifies the agent and the calling party that the call is being recorded. Be awar e that
this tone may be a legal requ irem ent. To generate this warning tone while using the
Service Observin g feat ur e to m onito r ca lls, the split/ sk ill sup erv iso r mu st acti vate
the listen/talk mod e and rem ain in this mode while the call is being reco rded .

Import ant: The use of service observing featu res and call recording features may be
subject to federal, stat e , and local laws, rules, or regula tions and may be prohibited
pursuant to the laws, rules, or regulat i ons or require the consent of one or both of
the parties to the conve rs atio n. Custom e r s should familiarize them se lv e s with and
comply with all applicable laws, rules, and regulations before us ing these features.

Automatic Answering and Manual Ans w ering

You can answer ACD calls us ing the following m e tho ds. Your system manager se le c ts
the method you will use.

• Automatic Answering – All Calls

With Automatic Answ ering, you hear one or two burs ts of zip- to ne, and then yo u
are automatically connected to the incoming ACD call. For non-ACD calls, you will
hear incoming call identification (ici) tone from the headset or handset.

Note: Although Automatic Answering can be used wi th headsets and handsets,
it is not recommended for use with handsets because the handset must be held
continuously to the ear to hear zip-to ne .

• Automa tic An s we ri ng – ACD Ca l ls Only

With this option , you hear one or two bursts of zip-to ne for ACD calls. For
non-ACD calls, you hear audible ringing.

• Manual Answ ering

With Manual Answering, your voice terminal rings when you receive an ACD or a
non-ACD call. Your ringing options are:

• a single ring for all calls

• continuou s rin gin g for all calls

• a single ring if you are busy on a call

• silence if you are busy o n a call

If you have a headset, you must (manually) press the incoming call appearance
button to answer the call. If you have a handset, go off-hook.

Note: Depending on how your system is administered , AC D callers may hea r
one or more announcements before being connect ed to you or to another
available agent.

3

ACD Work Modes

The four work modes associated with A CD call hand lin g are des cribe d below. You
can enter a work mode by pressing the button for that mode or dialing an access code
for the mode. A work-mode change in an EAS environment applies to all logged-into
skills.

Notes: If you are in Auto-In mode, active on a call, and try to change modes, the
mode is not changed until you disconnect from the call. When you change w ork
modes to Manual-In mode at any time, the change takes place immediately.

It is important to use the After-Call-Work (ACW) and Aux-Work modes accurately to
indicate ACD-related and non-ACD activities.

• Auto-In

In this mode, when you disconnect from a call, you are automatically available to
receive an ACD call.

Note: If the Timed After-Call-Work (ACW) feature is in effect (available with
the DEFINIT Y EC S, Rele ase 5, or later ), you ar e au tom atic a lly plac ed in th e
ACW mode for an administered length of time after you complete the currently
active ACD call. Whe n the T im e d ACW inte r val exp ir es , you ar e auto ma tic ally
returned to the A uto- In wo r k mo d e. If you ne ed add itio n al ACW tim e, pu sh

before the timer expires.

• Manual-In

In this mode, you automatically enter the ACW mode (described below) when you
disconnect from an ACD call. However, in order to become available to receive
another ACD call, you mus t th en manual l y enter t he Aut o-In or Manual -In mo de.

ACW

• After-Call-Work (ACW )

In this mode, you are unavailable to receive ACD call s. En ter the ACW mode
when you need to pe rform A CD- r e lated activ itie s suc h as fillin g o ut a form after
an ACD call.

Notes: If you wish to enter the ACW mode while in Auto-In mode, you must do so
before co m p l eting the current call. Otherwise, you could recei ve another call
before you get a chance to select ACW.

If you are in the Manual-In mode (or if you are in the Auto-In mode and the Timed
ACW feature is in effect) when you disconnect from an ACD call, you
automatical ly en ter th e AC W m ode.

• Auxiliary Work (Aux-Work)

In this mode, you are unavailable to receive ACD calls. Enter the Aux-Work mode
when you are invol ved in non-A CD activities such as tem p orar ily le avin g yo ur
desk, going to lun ch , or mak ing an outgoing call.

Note: If you are an EAS agent, your ACD su pervis or m ay requ est or requir e you
to enter a Reason Code each time you change to the AUX work mode or when
you log out. (This feat ure is available with the DEF I NITY ECS, Release 5, or

later. See “Reaso n Codes” in the Quick Reference Lists at the back of this guide,
where you or y our supervisor can list the codes and their meaning.) For instance,
one number may be used when you leave for your lunch break; another Reason
Code number may be used when y ou need to attend a training session. Check
with your ACD supervisor to see if you need to enter a Reason Code, and, if so, to
obtain a list of the applicable numbers. Your supervisor may also have
programmed specific buttons on your voice terminal with appr opriate Reason
Codes already programmed on them.

4

Note: When you log in, you are automatically placed in the Aux-Work mode.

You can then enter the Auto-In or Manual-In mode to answer your first c all.
Important: For the non-vectoring ACD environment, you cannot enter the

Aux-Work mode if you are the last logged-in agent of a split and there are ACD
calls remaining in the queue. If you attempt to enter Aux-Work mode in this case,
the following happens:

• No new calls will be allowed to en ter the sp lit’ s que u e.

• Calls already i n the queue are routed to you until the queue is empty.

• If you have an button, the light next to the butt on fla shes until all

calls in the queue are answered. When the last call is answered, the light next
to goes on steadily and you enter Aux-Work mode.

Changing Work Modes

You may change the wo rk m o des at an agent’s station at any time. If the re are no
active calls, the new wor k mo d e will be effectiv e imm e diate ly. Otherwise, the new
work mode will take effe c t when all ac tive call s have bee n pro cess e d and complete d .
You will notice the new work mode button light flashes until the change takes effect,
at which point the button light goes on steady

Aux-Work

Aux-Work

Redirection on No Answer

The Redirection on No Answer feature redirect s an unanswered ringing ACD call
after an admin istered number of rings. If you do not answer the call distributed from
a split or skill, the call is redirec ted back to the sp lit or sk ill afte r mak ing you
unavailable and notifying the Call Center manager. This feature is available only
with the DEFINITY ECS G3V2 and later.

Note: Beginni ng wi th the DEFI NIT Y ECS, Release 5, an unan swer e d call can also
be directed to a VDN. The agent is made unavailable, and the supervisor is notified
of the unanswered call via t he Call Management System.

Stroke Counts and Call Work Codes

The Call Management System (CMS) is an optional adjunct to the system that
collects and proce s se s A CD d ata on age nt sta tus, measured splits, measured trunk s,
and measured VDNs and vectors. CMS reports can be stored for later use or
displayed on a terminal.

When CMS is active, you may be asked to enter two types of customer-related events.

• Stroke Counts — allows you to reco rd the num ber of times a particular
customer-related event occurs. For example, you may be asked to press a
button each time a customer reques ts information about a particular item.
Stroke Count entries are numbered from 1 to 9. Each number is assigned to a
specific item, and you enter that number (1-Stroke through 9-Str oke) whenever
a customer asks about th at item.

5

Stroke Count “0” (0-St rok e) is ass igne d to a udio prob lem s on a par tic ular call.
Press the 0-Stroke button when yo u hav e dif ficulty hearin g an AC D caller.
However, note that by pressing 0-Stroke, y ou have merely indica ted to CMS that
there was an audio quality problem on that call; pressi ng the but to n does not
alleviate the audio and/or sound difficult y. (Many voice terminals, includi ng the
CALLMAS TER, have a Volume Control button , so, if yo u are us ing that type of
set and the volum e is too low, press the right side of the Volume button.)

• Call W ork Co des — allows you to enter up to 16 digits for an ACD call to
record such customer-related details as account codes, social security numbers,
or phone numbers.

If you press a Call Work Code button, the light next to the button goes on steadily,
and a “C:” prompt appears on the displ ay. You can then enter up to16 digits. When
you are finished, press . If you make a mistake in entering the digits, press
and start again.

You can enter a Stroke Count and/or Call Work Code while on a call or while in the
ACW mode after the call is released.

Although you are a lway s allo wed to ent er a Strok e Co un t and /or Call Work Code,
each split can be administered so age nts in that split ar e forced to com p lete a
Stroke Count or Call Work Code entry for every call answered in the Manual-In
mode. When splits ar e admin istered in this way, any attempt to enter Ma n ual-I n
mode will be denied unti l eith er a Strok e Cou nt or Call Work Code is enter ed for
the previous call.

#

*

Queue Status Indication

You can receive two types of queue status indications for ACD calls. Y our system
manager may have assigned you a button for each status indication.

• Number of Queued Calls (NQC)

This indication is based o n the to tal nu m be r of calls in que u e for a split or sk ill.
Each split or skill is assigned a warning threshold of 1 to 200 calls for the number
of queued calls . If there are no call s, th e light as sociat ed with the button is
off. If the number of calls in queue is less than the threshold, the light next to

goes on steadily. When the thres hold is reached, the light next to

flashes.

• Oldest Queued Time (OQT)

This indication is based on the time the oldest call has waited i n a queue. Each
split or skill is assigned a warning thresho ld of 0 to 999 seco nd s for the ol dest
queued time. If no calls are in queue, the light next to is off. If calls are in
queue for less than the warning threshold time, the light next to goes on
steadily. When a call has been in qu eu e for the wa rn ing threshold time, the ligh t
next to flashes.

If your voice term inal has a display, yo u can press or to display the
number of queued calls and the oldest queued time. If you press these buttons when
the display is in any mode other than Normal mode, the display reverts to Normal
mode and shows the queu e inform atio n .

In addition to these butt o ns and lights, auxiliar y queue war nin g ligh ts can be
installed at a location within vie w of the agents. When the oldes t queued time of a

NQC

NQC NQC

OQT

OQT

OQT

NQC OQT

6

call or the number of calls in queue exceed the administe red thr es hold, these lights
flash; otherwise , the lights are off. (You may have one aux iliar y que ue warning light
for Call Warning and Time Waiting thresholds.)

The VuStats Feature

If your voice term inal has a display and is connected to the DE F INIT Y E CS G3V3
(or later), you may be able to use the VuStats feature to view Call Center statistic s
on agents, splits or skills, Vector Directory Numbers (VDNs), and trunk groups. If
you are an EAS agent, you can use VuStats to view all 20 skills which you are logged
into. As an agent , you m ay use this featur e to view yo u r cu rr en t p rod uc tivity
measureme nts or th ose for th e split or skill wh ich yo u are lo gge d into . For

procedures on using this feature, see “Using the VuStats Featur e” in the next section
titled ACD Procedures.

Note: You can use the VuStats feature with or without BCMS being active.

VDN-of-Origin Announcements

If your telephone is connected to the DEFINITY ECS G3V3 (or later), you may hear
a short VDN-of-Origin announcement (VOA) before each ACD call, indicating the
“called” VDN (service, type or origi n of the call) . These announ ce ments are especially
helpful if you do not have a displ ay- e quip pe d voice term in al o r if you are visu ally­impaired.

Your termin al m ay also be equip p ed wi th a button. When you sel ect this
button, after an incoming call is answ er ed , the anno un cem ent is replayed. The caller
does not hear the VOA.

Notes on VDN - of -Origin Announcem en t s: If your voice terminal is connected to
the DEFINITY ECS G3V3, t he caller can hear you if you speak duri ng the
announcement.

If your voice term inal is connected to the DE F IN I TY ECS G3 V4 ( or la ter), you are
not connected to the caller until after the announcement is finished, therefore
ensuring that the caller cannot hear you if you speak during the announcement. In
order to give you an ind icati on of when to begin spe akin g to a caller, a zip-tone is
always heard after the VOA has completed. If your voice terminal is not configured
for automatic ans werin g, yo u will not he ar a zip-tone before the annou nc em en t. If
your voice termin al is co nfigured for autom atic answering, yo u will h ear the
following:

• On analog, digital, or BRI stations sets — a single zip-tone, then the VOA, and
then another sin gle zip -to ne , followe d by conn e ction to the caller

• On all CALLMASTER station sets — a single zip-tone, then the VOA, and then
a double zip-tone, follow ed by c onne c tio n to the caller

Again, remembe r do NO T begi n spe ak ing to the incoming calle r un til af ter th e VOA
and the second zip-tone (or set of zip-tone s) are he ar d .

Additionally, if you are logged into a multi-line terminal, you will see the incoming
call’s call appearance button cont inue to flash until the mom e nt wh e n the V OA is
completed. If you are lo gged in at a term in al with a display, you will see incom in g
caller information only after the announcement is completed.

VOA-Repeat

7

If your voice term inal is connected to the DE F IN I TY ECS G3 V4 ( or la ter), no te the
following new V OA capabilities prov id ed:

• You may cancel the VOA playback for an incoming call by pressing the flashing
call appearance button while the announcement is being heard.

• You may cancel the repeated VOA playback (after you have pressed the

button) by pressin g the button again while the

announcement is being heard.

Non-ACD Calls

Non-ACD calls are those calls to an agent’s station extension or the calls originated
by the agent. (It is recommended that agents be in AUX mode when placing calls.) In
an EAS environment, this can also include calls to the agent’s login-ID, IF the
agent’s Class of Re str icti on (CO R ) or the callin g p arty ’s CO R doe s no t hav e Di rect
Agent Calling (DAC). A n on-ACD call may be originated or answered by an agent
whenever there is an available call appearance. The agent’s work mode light
remains unchanged while handling a non-ACD call.

Note: If an agen t is on a non- AC D call , no A CD call will be routed to the agen t from
any of the splits or skills unle ss Multip le Ca ll Ha nd lin g is acti ve .

VOA-Repeat VOA-Repeat

Disconnecting From Calls

You can d isc o nne c t fro m a call in se veral ways:

• You can press to disconnec t from any type of call in approximately
one-tenth of a second. This method is faster than waiting for a caller or trunk
to disconnect and enables you to perfor m other ACD or voice terminal
procedures sooner. You do not hear dial tone a fter you press .

• You can pre ss whic h d isc o nnects you from a call an d gives yo u d ial
tone. Use when you want to disconnect from an ACD or non-ACD call
and place another call.

• If you a re using your han d set, you can hang up.

Release

Release

Drop

Drop

8

Conventions Used in This Guide

In these instructions, the following conventions are used in the procedure
descriptions:

For a list of tones and th eir m ea nin g, see the section titled Tones and Their
Meaning.

an d

Each of these boxes represents a button that has a
feature assigne d to it. Th e button is labe led with the
feature name , some tim e s fo llo wed by an e xte ns io n
number (shown as xxxxx) or a person’s name.

[headset or handset tones]

The tone that appears in brac k ets after a ste p, such as
[dial tone], indicates what you should hear from your
headset or hand set af te r succe ssf u lly p erfo rm in g that
step.

Feature
Feature xxxxx

Quick Reference Lists (At the Back of This Guide)

At the end of this instr uc tio n boo kl et is a set of quick refer ence lists. Use them to
record your feature acce ss co de s and trunk co des, Abbreviate d Dialing Personal List
items, frequently called miscellaneous extensions, and the meaning of Stroke Count
entries. Once you have completed the lists, remove the page from the guide (tear
along the perforation) and keep the lists near your voice terminal.

9

ACD Procedures

The following procedures give short step-b y-st ep i nstru cti on s for using ACD features.
Note: Calls may be recorded with the use of the CALLMASTER or

CALLMASTER II voice terminal with RIM. For details, see the DEFINITY

CALLMASTER II and CALLMASTER III Voice Terminals User and Installation
Instructions, 555-015-168.

You must lo g in bef ore you can rece ive A CD calls. You m ay be requir e d to dial a
login-ID number. The length of the login identifier is administered by the system
manager. Non-EAS agents may log into a maximum of four splits at once.

Important: Your agent split number can be either two or three digits, depending on
the switch to which your voice terminal is connected.

• If your voice terminal is connected to the DEFINITY ECS G3si, the agent split
number is two di gits ( 01 through 99)

• If your voice terminal is connected to the DE F IN ITY ECS G3r, the split
number is three digits. (For voice terminals connected to the DEFINITY ECS
G3V4 and earlier, the range for split numbers is 001 through 255; begin nin g
with the DEFINITY ECS, Release 5, split numbers can be 001 through 600.)

Agent Login

To log in 1 Press if you have an Abbreviated Dialin g

(AD) button wit h the lo gin access code stored on it.
(The AD button can also store your 2-digit or 3-digit
split number.)

or Press an idle call appearance button and dial the
login access code __________ [dial tone]

2 Dial the 2- or 3-dig it split number [dia l tone]
3 If required, dial your login-ID number (if this

information is no t stored on th e login AD
button) [confirmation tone]

• Your answe r ing position is now staffed

• You are aut oma tical ly p laced in Aux -Work mode

• The light next to goes on steadily

4 Press
5 Press or to be available to answer

ACD calls. (I f you r voice te rminal is not equippe d
with either of the s e fe atur e buttons, dial the Auto-In
or Manual-In access code, an d then dial the
2- or 3-digit split number.)

6 Repeat all the previous steps for each split you are

logging into

Login

Aux-Work
Release
Auto-In Manual-In

10

Any EAS agent can b e logg ed int o up to 20 ski lls sim u ltane o u sly. Each of these

agent’s skills will have a skill leve l (1 – 16) use d for Exp e rt Ag ent Distribution ca ll
routing .

Agent Login (EAS)

To log in 1 Press if you have an Abbrev iate d Dialing

(AD) button wit h the lo gin access code stored on it

or Press an idle call appearance button and dial the
login access code __________ [dial tone]

2 Dial your login-ID number. (If you hear a

confirm atio n to ne, yo u do no t ne ed to dia l yo u r
password, as in Step 3.) [dial tone]

3 Dial your password, if necessary [confirmation tone]

• Yo ur answe r ing position is now staff e d

• You are aut oma tical ly p laced in Aux -Work mode

• The light next to goes on steadily

Login

Aux-Work

• Your display shows the set of skills you're logged
into.

➤ You will see a “+” sign” on the di splay if your set

of skills will not fit on the disp lay screen. In this
case, use the VuStats feature.

➤ If a listed skill has an “*” after it, it means that

skill is assigned but you could not be logged in.
Report this to your supervisor.

4 Press
5 Press or to be available to answer

ACD calls. (I f you r voice te rminal is not equippe d
with either of the s e fe atur e buttons, dial the Auto-In
or Manual-In access code.)

Note: If a message is waiting for your agent
login-ID, yo u will hear the EAS login- ID message
waiting tone instead of confirm atio n to ne o nc e you
are successfu lly lo gg ed in.

Release

Auto-In Manual-In

11

Agent Logout

To log o ut 1 Press if yo u hav e an Abbre via te d Di aling

(AD) button wit h the lo go ut ac cess code stored on it.
(The AD button can also store your 2-digit or 3-digit
split number.)

or Press an idle call appearance button and dial the
logout access code __________
[dial tone]

2 Dial the 2-digit (for the DEF I N IT Y EC S G3si) or

3-digit (for the DEFINITY ECS G3r) split number (if
it is not stored on your login AD button
[confirmation tone]

3 If you are using Auto m atic Answering , pre ss
4 Repeat the pre vi ou s step s f or ea ch split from which

you want to log out

5 Hang up handset or tur n o ff headset

• Your answer ing position is now unstaffed

Log Out

Release

Agent Logout (EAS)

Note: If you are an EAS age nt, you m ay be requested or required to enter a Reason
Code (available with the DEFINITY ECS, Release 5, or later) before logging out. For
example, one number may be used for logging out at the end of an ACD session;
another Reason Code may be used for logging out for lunch break. Check with your
ACD supervisor t o see if a Reason Code should be entered, and, if s o, to obtain a list
of the appropriate number codes.

To log o ut

1 Press if you have an Abbr ev iate d Dialing

(AD) button wit h the lo go ut ac cess code stored on it

or Press an idle call appearance button and dial the
logout access code __________

2 If you are using Automatic Answering, press
3 Enter the appropriate Reason Code, if required, when

you hear second d ial tone

4 Hang up handset or tur n o ff headset

• Your answer ing position is now unstaffed

Logout

Release