Administrator's Guide

Screen reference
555-233-5061202 Issue 5 October 2002
Call Center Release
Displays the call center release installed on the system.
Call Work Codes
Allows agents to enter digits for an ACD call to record customer-defined events
such as account codes or social security numbers. Cannot be set to
y if the ACD
field is
n.
DTMF Feedback Signals For VRU
Provides support for the use of C and D Tones to VRUs.
Dynamic Advocate
Software that provides an integrated set of advanced features to optimize call
center performance.
EAS-PHD
Increases the number of skills an agent can log in to from four to 20. Increases the
number of agent skill preference levels from two to 16.
Expert Agent Selection (EAS)
Provides skills-based routing of calls to the best-qualified agent.
Forced ACD Calls
See Multiple Call Handling.
Least Occupied Agent
Appears only if the Business Advocate field is n. Allows call center calls to be
routed to the agent who has been the least busy, regardless of when the agent last
answered a call. Cannot be set to
y if the Expert Agent Selection (EAS) field is n.
Lookahead Interflow (LAI)
Provides Look-Ahead Interflow to balance the load of ACD calls across multiple
locations. Cannot be set to
y if the Vectoring (Basic) field is n.
Multiple Call Handling (On Request)
Allows agents to request additional calls when active on a call.