Administrator's Guide

System-Parameters Customer-Options
Issue 5 October 2002 1203555-233-506
Multiple Call Handling (Forced)
Forces an agent to be interrupted with an additional ACD call while active on an
ACD call. Splits or skills can be one forced, one per skill, or many forced. Cannot
be set to
y if the ACD field is n and the Forced ACD Calls field is y.
PASTE (Display PBX Data on Phone)
Provides an interface between the display of a DCP telephone set and PC-based
applications.
Reason Codes
Allows agents to enter a numeric code that describes their reason for entering the
AUX work state or for logging out of the system. Cannot be set to
y if the Expert
Agent Selection (EAS) field is
n.
Service Observing (Basic)
Allows a specified user to observe an in-progress call on a listen-only or
listen-and-talk basis.
Service Observing (Remote/By FAC)
Allows users to service observe calls from a remote location or a local station
using this feature’s access codes.
Service Observing (VDNs)
Provides the option of observing and/or monitoring another user’s calls.
Timed ACW
Places an auto-in agent in ACW for an administered length of time after
completion of the currently active ACD call.
Vectoring (Basic)
Provides basic call vectoring capability.
Vectoring (Prompting)
Allows flexible handling of incoming calls based on information collected from
the calling party or from an ISDN-PRI message.