Abbreviated Dialing: Assign Abbreviated Dialing buttons to make agent login easier. You can program an Abbreviated Dialing button to dial access code, split number, and/or agent login ID.
You can use Autodial feature buttons to assign login and logout feature buttons.
Auto-Available Split/Skill (AAS): An AAS cannot be administered for Timed ACW.
Agent Call Handling
Bridging: ACD split/skill calls are not bridged.
Station calls are bridged and agents are able to bridge onto them. If an agent bridges onto a call, the call is considered a non-ACD extension-in call. The agent is not available for an ACD call unless the agent is a member of a many-forced, one-forced, or one-per-skill MCH split/skill.
The agent can put the call on hold and become available to receive ACD calls even in non-MCH splits/skills if only bridged appearances are active.
Call Coverage: If an ACD call routes to an agent as a result of covering to a VDN (where the VDN is the last coverage point in the coverage path), Timed ACW applies as administered for the VDN or split/skill.
Call Forwarding: If an ACD call routes to an agent after being call-forwarded to a VDN, Timed ACW applies as administered for the VDN or split/skill.
Call Pickup: When an ACD agent answers a call with Call Pickup, the call is treated as an incoming non-ACD call. The agent can put the call on hold and become available for additional calls.
Call Work Codes: The CWC 100-agent limit is shared with reason codes. Therefore, no more than 100 agents can simultaneously enter either a call work code or reason code.
CallVisor ASAI Adjunct: If a split/skill hunt group has CallVisor ASAI as the controlling adjunct, you cannot administer Timed ACW for the split/skill. Additionally, if an ACD call is routed to an agent in an adjunct-controlled split/skill, the agent is not placed in Timed ACW when the call ends.
Avaya CMS: Timed ACW is reported on CMS reports in the same way as any other ACW. CMS gives exception notification only on ACW intervals that are longer than the defined threshold.
Conference: If an agent receives an ACD call through a VDN and then conferences in other agents, the agents added to the call use the Timed ACW interval associated with the number dialed to conference them. An ACD agent on conference with more than three parties may cause inaccurate CMS measurements.
Expert Agent Selection: When EAS is active, all ACD hunt groups are assigned as
vector-controlled skills. Agents log in using Logical Agent IDs. Skills can be preassigned to login IDs, however, assignment on the Login ID form does not actually assign a non-AAS login ID to the skills until the ID is logged in. When the login ID is logged in, each skill is counted as a hunt-group member towards the system hunt-group member limit, the per-group member limit, and each agent is counted as a logged-in ACD agent.
Multiple Call Handling: If MCH calls are on hold at an agent’s telephone and the agent completes a call that normally is followed by Timed ACW, the agent is not placed in ACW. If no MCH calls are on hold, but one is alerting at the station when the Timed ACW call completes, the agent is placed in ACW.
MCH affects when agents can enter different work modes and when calls are delivered to agents in Manual-In or auto-in work modes. See Multiple Call Handlingon page 190 for detailed information.
ACD contact center features
74 Avaya Call Center ACD Guide February 2006
Transfer: If an agent receives an ACD call through a VDN and then transfers the call to another agent, the second agent uses the Timed ACW interval assigned to the number that was dialed to transfer the call.
For an EAS agent, this is the Timed ACW interval associated with his or her direct agent skill.
For an agent receiving a call transferred to a second VDN, this is the VDN Timed ACW interval of the second VDN. The agent who originally transferred the call uses the ACW associated with the VDN or split/skill that first received the call.
VDN Override: If a VDN has VDN Override set to no and the vector routes a call to a second VDN, the first VDN’s Timed ACW interval is used for Timed ACW. If VDN Override is set to yes, the second VDN’s Timed ACW interval is used.
If no interval is set for the second VDN, no Timed ACW is associated with the call.
Voice Response Integration: If an ACD call routes on a converse vector command, any VDN-Timed ACW associated with the call is ignored for agents in the converse split/skill.
However, if the converse split/skill has an administered Timed ACW interval, the answering agent associated with the split/skill is placed in Timed ACW when converse vector command processing completes.