An overflow condition occurs when an ACDcall remains unanswered in an ACD queue longer than either the programmed or the predictive overflow time for that queue. Each time a call has waited, or the system calculates that it is likely to wait, in its queue longer than the overflow time, the system automatically causes the call to also wait in an additional ACD group queue. The system can also give an overflow call a priority to determine its queue position. Both of these responses by the system are its attempt to have the most important calls answered as quickly as possible. Remember that the waiting position in the overflow queues is affected by the priority level given within each overflow queue.
Depending on current ACD needs, you may need to move staffed agents under your supervision from one split or skill to another. Users of R3V4 CMS and later can change up to 32 staffed agents’ split or skill assignments while the agents are logged into the ACD system. If the agent is active on a call, in ACW, or has Direct Agent calls waiting for the split or skill being changed, the move will remain pending until the agent logs off or completes all Direct Agent calls and becomes available again or changes to the Aux-Work state.
This guide is designed to provide instructions for the ACDAgent regarding the use of AutomaticCallDistribution (ACD) on Toshiba’s Strata DK system. It provides step- by-step instructions on how to use the ACDAgent buttons on the Agent station. For instructions on using the non-ACD features of your telephone, refer to the appropriate Quick Reference Guide or UserGuide (see “Related Documents” on Page v).
AutomaticCallDistribution (ACD), Expert Agent Selection (EAS) Call Vectoring, Direct Agent Calling, and Call Prompting with an application on a host processor. The host application, or adjunct, can be a CallVisor/PC, Conversant voice system, Telephony Services Server serving a local-area network, or a vendor application using the CallVisor Adjunct/Switch Applications Interface (ASAI). A CallVisor ASAI link between the switch and adjunct allows the adjunct to control incoming call processing and routing. In addition, you can automate ACDagent terminal displays and associate them with new and transferred calls, and assist calls to a supervisor. You can display incoming call information such as Calling Party Number (CPN), Billing Number (BN), and Dialed Number Identification Service (DNIS). Or, you can set up the adjunct to retrieve caller information from a database and display it on a particular agent’s screen, based on the service dialed.
The way to temporarily restrict your set from receiving calls is to activate the Make Busy feature. The main purpose of Make Busy is to relieve you from your AutomaticCallDistribution (ACD) workload for relatively brief periods of time, thereby avoiding the need to log out and subsequently log in again. Make Busy ensures that an ACD set does not receive calls when you are unavailable. Make Busy applies to only ACD sets and to only those stations that have logged in as ACD Agents. Any set not logged in for ACD calls remains in the Make Busy state until an Agent Log-In is performed.
The AutomaticCallDistribution (ACD) Supervisor position is for individuals who are responsible for the supervision of one or more Agent Groups. All Supervisor- related functions are programmed into the system by the System Administrator. While Supervisors can log in as Agents to perform similar activities, they have additional capabilities in order to support and monitor ACD Group activities. A Supervisor need only log in if they are performing Agent activities to answer ACD calls.
The Brief Group Status tabular report is designed to show brief information on the performance of one or more agent groups. Current status of the group is displayed along with cumulative and statistical information. The fields: ACD Calls, TSF, Calls Abnd, Calls Ovfl. and Transferred out are counters or calculations related to the Real-Time Interval defined for the group. Note that the colors in some fields indicate that the thresholds for those fields have been exceeded. Threshold values are specified in the Thresholds tab of the Groups in the Administration application. Threshold colors are specified in the Colors option of the Administration application.
trunk call will be routed if it returns to vector processing after the agent drops the call. Only displayed if VDN Return Destination is optioned. VDNs can be preassigned to incoming (automatic) trunk groups, or they can be sent in digit form to the PBX/ACD by the public or a private network. The digits sent to the PBX/ACD can come from the serving Central Office (CO) or toll office via the Direct Inward Dialing (DID) feature or DNIS. The digits can also come from another PBX/ACD location via dial-repeating tie trunks, or they can be dialed by an internal caller. For a non-ISDN call, the last four digits of the number are sent to the PBX, while for an ISDN call, the entire 10-digit number is sent. The last four or five digits of the destination address passed to the PBX/ACD on a DID/DNIS or on a dial tie-trunk call comprise the VDN. Automatic trunks do not pass destination address digits. Instead, each such trunk always routes to a specific incoming destination that is programmed for the corresponding
1. The call will ring the ACD Appearance and the phone displays Inbound Call along with the caller ID. If the agent is logged into more than one ACD queue, then the queue description will also be displayed. The agent can press Silent to stop the ringing or Ignore to stop the ringing and remove the inbound call information from the phone’s display. If the agent does not answer the call within the maximum number of rings, then the agent is automatically logged out by the system.
The ACDCall Processing software will send duplicate data to both CMS servers simultaneously. Thus, both CMS servers will collect identical real- time, historical, and call record data. Furthermore, both CMS servers will be able to perform call center and agent administration, and the results will be communicated from the DEFINITY® switch back to both CMS servers. However, as we discuss in detail later, we strongly recommend performing administrative functions from only the Primary CMS server. An idealized schematic of the network links between each of the dual ACD CLAN cards on a Definity ECS and their respective CMS HA servers is shown in the following figure.
The supervisor can program Memory buttons with the extension DN of each agent telephone, to give a BLF (Busy Lamp Field) LED indication of the agents' telephone status (see Table 3). The supervisor can then dial the agents directly, even when not in ACD supervisor Display mode, by just pressing the programmed Memory buttons.
When between two and five ACD groups are allocated to the supervisor, the data in the SUPERVISOR MAIN Screen, described in the SUPERVISOR MAIN SCREEN - FIELD DESCRIPTIONS section, above, is spread over two 'pages'. Figures 5 and 6 show the SUPERVISOR MAIN Screens for supervisors allocated more than one ACD group.
An ACDcall waiting queue holds the calls routed to an ACD group, which have not yet been dealt with by agents. Each queue is administered FIFO (First In-First Out), unless priorities have been defined, in which case calls are queued according to priority. While waiting to be attended by agents, the callers may be connected to ring tone, Music On Hold, or to one or more recorded
Note: You can assign a specific number to each Start Transfer button on your toolbar so that you can transfer calls to predefined numbers without having to enter the number each time you use the button. See Chapter 3: Customizing the eXchange Agent Application Toolbar for details.
This is the heart of our application as the application runs in this stage. Whenever an invite request comes here the proxy has to find the location of the user from the schedule present in the database. After finding the location it sends the request to the current location of the user. In the above UserAgent Applicaton the UAS and UAC will communicate as a simple case of SIP. But there
The CW lamp (Call Waiting), for an agent in multi-split mode, reflects the status of every split that the agent is servicing. The CW lamp serves as a visual indication for changes in the depth of each split queue. Thresholds for each split queue, based on the quantity of calls in the split queue, are programmed to force the CW lamp to light or flash. There are two separate thresholds. Please refer to “CALL WAITING INDICATION” on page 40 for related information. Since the CW lamp is related to multiple splits, the lamp is used to indicate the most “severe” case at any given time. For example, the CW lamp reflects the status of the first split that has either reached a threshold, the first to reach a higher threshold (flashing), or the status of the split which has exceeded a threshold by the greatest amount of calls.
Different types of calls require the use of different types of facilities. For example, high-speed data calls must use digital facilities, whereas voice and voice-grade data calls can use either analog or digital facilities. The system uses Generalized Route Selection to differentiate between these and other types of calls and route them on the appropriate trunks. Based on the call types and available trunk facili- ties, voice and data calls may be routed over different trunk types or integrated on the same trunk group. The system also provides the capability to route calls based on the data format and the need for restricted or unrestricted facilities. To select the appropriate trunking facility for a call, the system must know the type of call being made. To do this, each originating facility such as a telephone or data module has a bearer-capability class assigned. Some originating facilities, such as data modules, may have multiple bearer-capability classes. Each trunk group in the routing pattern is assigned a list of allowed bearer-capability classes. When a user makes a call, the system queries the originating facility for its bearer-capa- bility class and then tries to route the call on a trunk group with a bearer-capability class that matches the bearer-capability class of the originating facility. If an exact match is not found, the system then tries to find a trunk group with a compatible bearer-capability class.
In the health care view, Agent informs the messages about the patient Health proactively, which reduces cost, it saves the life. It mostly emphasis on prevention of diseases. Doctor agents can provide the information about the medication and the treatment of the different patients. It saves the time. It reduces the face-face interaction but increases the interaction between the doctors and the patients. Agents can communicate with the patients through simple languages  which can be understandable by the patients. It too uses the technical terms in order to communicate with the other doctor and the specialist. It increases the communication. It provides the monitoring of patients globally. So, there is need for the Internet to interact with the remote patients. Even if the people do not know about their serious effect, this agent can tell the complexity about the patient health to both the people and the doctors.
Note: This equipment has been tested and found to comply with the limits for Class B digital devices, pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures: