Definity ECS G1 - G3 System 75 ACD Supervisor

DEFINITY® Enterprise Communications
Server Generic 1, Generic 3,
and System 75
Automatic Call Distribution (ACD)
Supervisor Instructions
Lucent Technologies —
formerly the communications
systems and technology
units of AT&T
555-230-724
Issue 4
September 1996
NOTICE
While reasonable efforts were made to ensure that the information in this document
was complete and accurate at the time of printing, Lucent Technologies can assume no
responsibility for any errors. Changes or corrections to the information contained in
this document may be incorporated into future issues.
TO ORDER COPIES OF THIS DOCUMENT
Contact: BCS Fulfillment Center for Lucent Technologies
P.O. Box 4100
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Domestic: 1 800 457-1235
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International Fax: 1 317 361-5355
Order:
Document No. 555-230-724
Issue 4, September 1996
For more information about related documents, see Business Communications
Systems Publications Catalog, 555-000-010.
HEARING AID COMPATIBILITY
This equipment is compatible with the inductively coupled hearing aids as required by
the Federal Communications Commission (FCC).
YOUR RESPONSIBILITY FOR YOUR SYSTEM’S SECURITY
You are responsible for the security of your system. Lucent Technologies does not
warrant that this product is immune from or will prevent unauthorized use of
common-carrier telecommunication services or facilities accessed through or
connected to it. Lucent Technologies will not be responsible for any charges that result
from such unauthorized use. Product administration to prevent unauthorized 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 charges.
REFERENCES TO AT&T
Any references within this text to American Telephone and Telegraph Corporation or
AT&T should be interpreted as references to 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
BCS Product Documentation Development
Middletown, New Jersey 07748-9972
©1996 AT&T
All Rights Reserved
Printed in USA
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
Multiple Call Handling (MCH) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Stroke Counts and Call Work Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
ACD Recorded Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Queue Status Indication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
The VuStats Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Non-ACD Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Disconnecting From Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Split/Skill Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Changing an Agent’s Skill Assignment or Priorities . . . . . . . . . . . . . . . . . . . . . . . . . 9
Moving Agents from One Split/Skill to Another . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
VDN-of-Origin Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Basic Call Management System (BCMS) (Optional Feature) . . . . . . . . . . . . . . . . 11
System Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Quick Reference Lists (At the Back of This Guide) . . . . . . . . . . . . . . . . . . . . . . . . 13
ACD Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Agent Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Agent Login (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Agent Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Agent Logout (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Activating Service Observing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Answering Agent Calls for Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Adding a Skill or Changing a Skill Priority . . . . . . . . . . . . . . . . . . . . . . . . 20
Removing an Agent from a Skill Assignment . . . . . . . . . . . . . . . . . . . . . . 21
Using the VuStats Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Recording Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Mute Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Display Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using a Caller Information Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Viewing Caller Identification, Queue Status, or Time/Date/Timer. . . . . . . 25
Display Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Basic Voice Terminal Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Abbreviated Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Automatic Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Call Forwarding — All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
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Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Last Number Dialed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Leave Word Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Send All Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
32
33
34
34
35
36
36
37
Indicator Lights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Tones and Their Meaning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Ringing Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Headset or Handset Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Quick Reference Lists
2
Introduction
This instruction booklet describes Automatic Call Distribution (ACD) procedures
and basic voice terminal procedures for the ACD supervisor. These procedures can be
used with all supported voice terminals, including the CALLMASTER®,
CALLMASTER® II, and CALLMASTER® III voice terminals, connected to the
DEFINITY® Enterprise Communications System (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 which incoming trunk calls, local calls, and attendant-extended 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 groups called
“skills.” An EAS agent can be logged into up to 20 skills simultaneously. (Non-EAS
agents are limited to four splits at the same time.) For each skill, EAS distributes
calls to the agents' voice terminals by using one of two call distribution methods:
UCD or Expert Agent Distribution (EAD). EAD is similar to UCD except that calls
are always distributed in a Most Idle Agent (MIA) fashion. With the DEFINITY ECS
G3V4 and earlier, calls are distributed to available “primary skill” agents first, then
to available “secondary skill” agents. If the agent’s voice terminal is connected to the
DEFINITY ECS, Release 5, or later, skill levels are numbered 1 through 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 skill at a lower priority level.
Your Automatic Call Distribution Voice Terminal
These instructions describe call handling with all supported voice terminals,
including the CALLMASTER voice terminals. Often, ACD agents and supervisors
use headsets, and therefore the procedures in this manual are written for headset
users. If you are using a handset and have a switchhook, however, you can adapt the
procedure as follows:
•
Where a procedure states “press a call appearance button,” lift your handset
instead.
•
To disconnect from a call, hang up your handset or press Release .
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 specially
designed for ACD agent use. Each of these digital voice terminals features 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 Terminals User and
Installation Instructions, 555-015-168.
The CALLMASTER, CALLMASTER II, and CALLMASTER III voice terminals can
be used with a handset, which fits into a cradle (this is not a switchhook). If you are
using any of the CALLMASTER voice terminals with the handset, follow the headset
procedures. The handset is off-hook (live) whenever it is plugged into a
CALLMASTER voice terminal. If you have both a handset and a headset plugged
1
into a CALLMASTER voice terminal, you may want to unplug the handset when you
are not using it, since it can transmit nearby noises (such as papers being shuffled)
which may be heard over the headset.
The CALLMASTER and CALLMASTER II voice terminals 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 aware that
this tone may be a legal requirement. To generate this warning tone while using the
Service Observing feature to monitor calls, the split/skill supervisor must activate
the listen/talk mode and remain in this mode while the call is being recorded. For
more information about the Service Observing feature, see “Activating Service
Observing” in the section titled ACD Procedures. For information about enabling/
disabling the Record Out Signal or enabling/disabling the Recorder Warning Tone,
see the DEFINITY CALLMASTER II and CALLMASTER III Voice Terminals
Instructions for Programming the Options, 555-015-169.
Important: The use of service observing features and call recording features may be
subject to federal, state, and local laws, rules, or regulations and my be prohibited
pursuant to the laws, rules, or regulations or require the consent of one or both of
the parties to the conversation. Customers should familiarize themselves with and
comply with all applicable laws, rules, and regulations before using these features.
Automatic Answering and Manual Answering
Agents can answer ACD calls using the following methods. The system manager
administers these options.
•
Automatic Answering – All Calls
With Automatic Answering, you hear one or two bursts of zip-tone, and then you
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 with headsets and handsets,
it is not recommended for use with handsets because the handset must be held
continuously to the ear to hear zip-tone.
•
Automatic Answering – ACD Calls Only
With this option, you hear one or two bursts of zip-tone for ACD calls. For
non-ACD calls, you hear audible ringing.
•
Manual Answering
With Manual Answering, agents’ voice terminal ring when for ACD or non-ACD
calls. The ringing options are:
•
a single ring for all calls
•
continuous ringing for all calls
•
a single ring if you are busy on a call
•
silence if you are busy on a call
2
Then agents with headsets must (manually) press the incoming call appearance
button to answer the call. Agents using the handset merely go off-hook.
Note: Depending on how your system is administered, ACD callers may hear
one or more announcements before being connected to an available agent.
ACD Work Modes
The four work modes associated with ACD call handling are described below. Agents
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 the agent is in Auto-In mode, active on a call, and tries to change modes,
the mode is not changed until the agent disconnects from the call. When an agent
changes work modes to Manual-In mode at any time, the change takes place
immediately.
It is important that agents 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 agents disconnect from a call, they are automatically
available to receive an ACD call.
Note: If the Timed After-Call-Work (ACW) feature is in effect (available only
with the DEFINITY ECS, Release 5, and later), an agent is automatically placed
in the ACW mode for an administered length of time after he/she completes the
currently active ACD call. When the Timed ACW interval expires, the agent is
automatically returned to the Auto-In work mode. If the agent needs additional
ACW time, he/she should push ACW before the timer expires.
•
Manual-In
In this mode, agents automatically enter the ACW mode (described below) when
they disconnect from an ACD call. However, in order to become available to
receive another ACD call, the agent must then manually enter the Auto-In or
Manual-In mode.
•
After-Call-Work (ACW)
In this mode, agents are unavailable to receive ACD calls. Agents should enter
the ACW mode to perform ACD-related activities such as filling out a form after
an ACD call.
Notes: If the agent wishes to enter the ACW mode while in Auto-In mode, the
agent must do so before completing the current call. Otherwise, the agent could
receive another call before he/she gets a chance to select ACW.
If the agent is in the Manual-In mode (or if he/she is in the Auto-In mode and the
Timed ACW feature is in effect) when he/she disconnects from an ACD call, the
agent will automatically enter the ACW mode.
•
Auxiliary Work (Aux-Work)
In this mode, agents are also unavailable to receive ACD calls. Agents should
enter the Aux-Work mode when they are involved in non-ACD activities such as
temporarily leaving their desks, going to lunch, or making an outgoing call.
Note: If you are in an EAS environment, you may request or require that agents
enter a Reason Code each time they change to the AUX work mode or when they
3
log out. (See “Reason Codes” in the Quick Reference Lists at the back of this
guide, where you or the agents can list the codes and their meaning.) For
instance, one number may be used when the agent leaves for a lunch break;
another Reason Code number may be used when the agent needs to attend a
training session. Be sure to inform your agents if they need to enter a Reason
Code, and, if so, make certain that each agent has a full list of the applicable
numbers.
Note: When agents log in, they are automatically placed in the Aux-Work mode.
They can then enter the Auto-In or Manual-In mode to answer the first call.
Important: For the non-vectoring ACD environment, an agent cannot enter the
Aux-Work mode if he/she is the last logged-in agent of a split and there are ACD
calls remaining in the queue. If the agent attempts to enter Aux-Work mode in
this case, the following happens:
•
No new calls will be allowed to enter the split's queue.
•
Calls already in the queue are routed to the agent until the queue is empty.
•
If the agent’s voice terminal has an Aux-Work button, the light next to the
button flashes until all calls in the queue are answered. When the last call is
answered, the light next to Aux-Work goes on steadily and the agent enters
AUX-Work mode.
For more information on ACD agent procedures and work modes, refer to the
DEFINITY Communications System Generic 1, Generic 3, and System 75 Automatic
Call Distribution (ACD) Agent Instructions, 555-200-722.
Changing Work Modes
An agent may change the work modes of a split at any time. If there are no active
calls, the new work mode will be effective immediately. Otherwise, the new work
mode will take effect when all active calls have been processed and completed. You
will notice the new work mode button light flashes until the change takes effect, at
which point the button light goes on steady.
Redirection on No Answer
The Redirection on No Answer feature redirects an unanswered ringing ACD call
after an administered number of rings. If the agent does not answer the call
distributed from a split or skill, the call is redirected back to the split or skill (or to a
VDN, for ACD systems used with the DEFINITY ECS, Release 5, and later) after
making that agent unavailable and notifying the Call Center manager. More
specifically, a non-AAS agent is put in AUX-Work mode; an AAS agent is logged out.
The non-AAS agent will need to change from AUX-Work mode to Auto-In or ManualIn mode in order to receive calls again. The default Reason Code, if such codes are
enabled, will be used when an agent goes to AUX-Work mode or is logged off by the
Redirection on No Answer feature.
If the call is a Direct Agent call, it is redirected to the agent’s coverage path (or to a
VDN, for the DEFINITY ECS, Release 5, or later) instead of back to a split or skill.
When the call has been redirected, either to the split or to the agent’s coverage path
(or a VDN), and the agent is made unavailable for ACD calls, a light on the
supervisor’s voice terminal beside the Noans-alrt button for the split goes on
4
steady. (Turn the light off by pressing the button again.) The Redirection on No
Answer feature is available only with the DEFINITY ECS G3V2 and later.
Note: If the agent is active on an ACD call or an ACD call is on hold, the agent will
not be taken out of service.
In order to log in an AAS agent again, do the following:
•
In a situation where EAS is NOT being used, return the redirected port into
service in an auto-available split (AAS) by readministering the agent port as a
member of the AAS.
•
If EAS is being used, agents are administered on an Agent LoginID form.
Therefore, in order to have the agent logged in again, you need to take the
agent out of the skill and then readminister the appropriate Agent LoginID
form.
Multiple Call Handling (MCH)
The Multiple Call Handling (MCH) feature allows agents, on request, to process
multiple calls simultaneously. An agent who is logged in to multiple splits or skills
can process multiple ACD calls only from that split or those skills which are
administered with the MCH capability.
Note: In order to use this feature, an agent must be using a multi-appearance voice
terminal connected to the DEFINITY ECS G3V3 (or later) switch. For some MCH
options, you will need a G3V4 (or later) switch.
The maximum number of simultaneous calls an agent can handle from an ACD split
or skill with MCH is the number of call appearances assigned to his/her station or
that number minus one.
There are several MCH options: the agent can receive multiple ACD calls
on request or can be forced to receive one or more ACD calls with other ACD or
non-ACD calls held or active.
•
The on-request option can be used only if the voice terminal is connected to the
DEFINITY ECS G3V3 (or later). This option allows an agent in an MCH split
or skill to put an ACD call or a non-ACD call on hold and subsequently select
an available work mode. A queued ACD split or skill call or a Direct Agent call
is then routed to this particular agent.
Beginning with the DEFINITY ECS G3V4, the many-forced, one-forced, and
one-per-skill MCH options can also be used.
•
If many-forced is optioned for a split or skill (this option can be used in an EAS
or a non-EAS environment), calls from a many-forced split or skill will
automatically be delivered to an idle line appearance if the agent is in the
Auto-In or Manual-In mode and an unrestricted line appearance is available on
the voice terminal.
•
If one-forced is optioned for a split or skill (this option can be used in an EAS or
a non-EAS environment), an ACD call from the one-forced split or skill is
automatically delivered to an idle line appearance if the agent has no other
ACD call on the station and is in the Auto-In or Manual-In work mode, and an
unrestricted line appearance is available on the voice terminal. After the agent
has taken the first ACD call in a particular one-forced split or skill, the
5
on-request rules will apply for the agent to request additional ACD calls from
the one-forced split or skill.
•
If one-per-skill is optioned for a skill (this option can be used only in an EAS
environment), a ACD call from the skill is automatically delivered to an idle
line appearance if the agent has no other ACD call for that skill on the station
and is in the Auto-In or Manual-In work mode, and an unrestricted line
appearance is available on the voice terminal. After the agent has taken the
first ACD call in a particular one-per-skill group, the on-request rules apply for
the agent to request additional ACD calls from the one-per-skill skill.
•
For more information about the MCH options and procedures for taking other
ACD calls, see the DEFINITY Communications System Generic 1, Generic 3,
and System 75 ACD Agent Instructions, Issue 5, 555-230-722.
Stroke Counts and Call Work Codes
The Call Management System (CMS) is an optional adjunct to the system that
collects and processes ACD data on agent status, measured splits, measured trunks,
and measured VDNs and vectors. CMS reports can be stored for later use or
displayed on a terminal.
When CMS is active, agents may be asked to enter two types of customer-related
events.
•
Stroke Counts — allows an agent to record the number of times a particular
customer-related event occurs. For example, an agent may be asked to press a
button each time a customer requests information about a particular item.
Stroke Count entries are numbered from 1 to 9. Each number is assigned to a
specific item, and the agent enters that number (1-Stroke through 9-Stroke)
whenever a customer asks about that item.
Stroke Count “0” (0-Stroke) is assigned to audio problems on a particular call. The
agent should press the 0-Stroke button when he/she has difficulty hearing an
ACD caller. However, note that by pressing 0-Stroke, an agent has merely
indicated to CMS that there was an audio quality problem on that call; pressing
the button does not alleviate the audio and/or sound difficulty. (Many voice
terminals, including the CALLMASTER, have a Volume Control button, so, if the
agent is using that type of set and the volume is too low, he/she can press the right
side of the Volume button.)
•
Call Work Codes — allows an agent 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 the agent presses a Call Work Code button, the light next to the button goes on
steadily, and a “C:” prompt appears on the display. The agent can then enter up
to16 digits. When he/she is finished, he/she should press # . If the agent makes a
mistake in entering the digits, press
and start again.
*
An agent 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 an agent is always allowed to enter a Stroke Count and/or Call Work
Code, each split can be administered so agents in that split are forced to complete
a Stroke Count or Call Work Code entry for every call answered in the Manual-In
mode. When splits are administered in this way, any attempt to enter Manual-In
mode will be denied until either a Stroke Count or Call Work Code is entered for
the previous call.
6
ACD Recorded Announcements
Delayed recorded announcements can be assigned by the system manager for the
benefit of the caller. If a “forced first announcement” is assigned, all callers hear a
recording before the system scans the split or skill for available agents.
If a “forced first announcement” is not assigned, the system will try to connect the
call to an available agent. If all agents are active, the call is placed in a queue (if one
exists), and a first announcement delay interval begins (0 to 99 seconds). If an agent
becomes available during the interval or during the announcement, the call is
delivered to the agent.
A unique second announcement can be assigned for each split or skill and is given
when calls are in a queue and the system is continuously scanning the split or skill
for an idle agent. This announcement can recur if that option is administered by the
system manager. If a second announcement is not assigned, the call remains in
queue until answered or removed from the queue.
You can use the Integrated Announcement Boards connected to the switch to record
and manage announcements for your ACD system. For directions on recording,
playing back, and deleting these announcements, see “Recording Announcements” in
the next section, ACD Procedures.
Night Service
If your ACD system is administered for Night Service, all ACD calls coming in
after-hours when Night Service is active can be forwarded to a split or skill, an
announcement, an attendant, or a station.
•
A Night Service split or skill can be assigned. In this case, the caller hears the
first forced announcement, if administered. The call is then redirected to the
Night Service split or skill. When an agent in that split or skill becomes
available, the call goes to that agent. If all agents in the split or skill are busy,
the caller will hear the following, if assigned: delayed first announcement,
music-on-hold or silence, and a second announcement.
•
You may wish, instead, to redirect all after-hours calls to an announcement.
Then, when a call comes in while Night Service is active, the caller will hear a
pre-recorded announcement such as “No one is here right now. Please call our
office during normal business hours.”
•
You may also choose to assign a particular extension or station which rings
when a call comes in after-hours. This extension may belong to a person on
duty, such as an officer at the front desk; it might be an attendant, or it may be
the extension of a voice terminal with a recorded message telling the caller to
call back during regular business hours.
To activate Night Service options, you need a Night Service button administered on
your voice terminal. When the agents are ready to leave for the workday and you
don't want anymore calls to enter the queue, press Night Service . When you are
ready to deactivate Night Service, press the button again.
7
Queue Status Indication
Two types of queue status indications are provided for ACD calls. The system
manager may assign agents’ voice terminals a button for each status indication.
•
Number of Queued Calls (NQC)
This indication is based on the total number of calls in queue for a split or skill.
Each split or skill is assigned a warning threshold of 1 to 200 calls for the number
of queued calls. If there are no calls, the light associated with the NQC button is
off. If the number of calls in queue is less than the threshold, the light next to
NQC goes on steadily. When the threshold is reached, the light next to NQC
flashes.
•
Oldest Queued Time (OQT)
This indication is based on the time the oldest call has waited in a queue. Each
split or skill is assigned a warning threshold of 0 to 999 seconds for the oldest
queued time. If no calls are in queue, the light next to OQT is off. If calls are in
queue for less than the warning threshold time, the light next to OQT goes on
steadily. When a call has been in queue for the warning threshold time, the light
next to OQT flashes.
If the agent’s voice terminal has a display, he/she can press NQC or OQT to
display the number of queued calls and the oldest queued time. If the agent presses
these buttons when the display is in any mode other than Normal mode, the display
reverts to Normal mode and shows the queue information.
In addition to these buttons and lights, auxiliary queue warning lights can be
installed at a location within view of the agents. When the oldest queued time of a
call or the number of calls in queue exceed the administered threshold, these lights
flash; otherwise, the lights are off. (You may have one auxiliary queue warning light
for Call Warning and Time Waiting thresholds.)
The VuStats Feature
If your voice terminal has a display and is connected to the DEFINITY ECS G3V3
(or later), you may be able to use the VuStats feature to view Call Center statistics
on agents, splits or skills, Vector Directory Numbers (VDNs), and trunk groups.
Agents may use this feature to view their current productivity measurements or
those for the split or skill which they are logged into. For procedures on using this
feature, see “Using the VuStats Feature” in the next section of these instructions.
Note: You can use the VuStats feature with or without BCMS being active. If your
system is optioned for both BCMS and the VuStats feature, the measured field on
the hunt group, trunk group, and VDN forms will be used for both features together.
Non-ACD Calls
Non-ACD calls are those calls to an agent's station extension or the calls originated
by the agent. In an EAS environment, this can also include calls to the agent's
login-ID, IF the agent's Class of Restriction (COR) or the calling party's COR does
not have Direct Agent Calling (DAC). A non-ACD call may be originated or answered
by an agent whenever there is an available call appearance. The agent's work mode
remains unchanged while handling a non-ACD call.
8
Note: If an agent is on a non-ACD call, no ACD call will be routed to the agent from
any of the splits or skills unless Multiple Call Handling is active.
Disconnecting From Calls
You can disconnect from a call in several ways:
•
You can press Release to disconnect 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 perform other ACD or voice terminal
procedures sooner. You do not hear dial tone after you press Release .
•
You can press Drop which disconnects you from a call and gives you dial
tone. Use Drop when you want to disconnect from an ACD or non-ACD call
and place another call.
•
If you are using your handset, you can hang up.
Split/Skill Supervision
A split/skill supervisor is usually assigned to a split or skill to assist agents with
calls when necessary and to monitor queue status indications of calls. Through
Service Observing, the split/skill supervisor, or other designated observer, can
monitor agent calls or Vector Directory Number (VDN) service by pressing an
administered Service Observe button or dialing a Service Observing feature access
code. You can also use the Remote Service Observe feature to observe calls on a
listen-only or a listen and talk basis from a remote location or a local station using
Service Observing feature access codes. The Service Observing and Remote Service
Observing features can be used to observe physical extensions, EAS agent login-ID
extensions, and VDNs. For more information about the Service Observing and
Remote Service Observing features, see “Activating Service Observing” in the section
titled ACD Procedures.
A supervisor can be, but does not have to be, a member of a split or skill. Except for
the Assist feature that requires one supervisor per split or skill, the supervisory
functions such as Night Service, Queue Status, and Service Observing can be done
by anyone with the proper buttons assigned. Thus, one supervisor can manage
multiple splits or skills, or many supervisors can manage one large split or skill.
Changing an Agent’s Skill Assignment or Priorities
During a login session, an EAS agent may change or remove one or more of his/her
skill assignments or change a skill priority level. (Prior to the DEFINITY ECS,
Release 5, there are two skill priorities: either primary or secondary. With the
DEFINITY ECS, Release 5, and later, there are 16 skill levels.) Each of these
changes in skill assignment or in skill levels can be done by dialing a feature access
code at the agent's station, or remotely at any station that is administered with
console permission. Therefore, if you are an EAS supervisor with console permission,
you can change an agent's skill assignment or skill priority or level on the agent's
behalf.
Note: An agent's skill assignment or priority level can be changed or a skill
assignment can be removed only if the ACD system has EAS, if your voice terminal
is connected to the DEFINITY ECS G3V3 (or later) switch, and if you have the
correct Class Of Restriction permission. Agents cannot be on a call or in the ACW
state for the skill that is to be removed.
9
Moving Agents from One Split/Skill to Another
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.
Note: Users of R3V2 and later CMS releases can change a single agent’s skill
assignment while the agent is staffed.
In a non-EAS environment, you may choose to call agents before moving them to
another split. When a move occurs, staffed agents will be notified with a flashing
light next to the alrt/agchg (alert agent change) feature button, if this button has
been administered.
Note: A VuStats button can be administered on a voice terminal which allows the
user to view, on the terminal display, his/her current split or skill assignments.
VDN-of-Origin Announcements
Before each call connection, an agent may hear a short VDN-of-Origin
announcement (VOA) indicating the “called” VDN (service, type or origin of the call).
These announcements are especially helpful for those agents who do not have a
display-equipped voice terminal or who are visually-impaired.
An agent’s voice terminal may also be equipped with a VOA-Repeat button. When
the agent selects this button, after an incoming call is answered, the announcement
is replayed. The caller does not hear the VOA.
Notes on VDN-of-Origin Announcements: If the agent’s voice terminal is
connected to the DEFINITY ECS G3V3, the caller can hear the agent if he/she
speaks during the announcement.
For voice terminals connected to the DEFINITY ECS G3V4 (or later), the agent is
not connected to the caller until after the announcement is finished, therefore
ensuring that the caller cannot hear the agent if he/she speaks during the
announcement. In order to give the agent an indication of when to begin speaking to
a caller, a zip-tone is always heard after the VOA has completed. If the agent’s voice
terminal is not configured for automatic answering, he/she will not hear a zip-tone
before the announcement. If the agent’s voice terminal is configured for automatic
answering, the agent will hear the following:
•
On analog, digital, or BRI stations sets — a single zip-tone, then the VOA, and
then another single zip-tone, followed by connection to the caller
•
On all CALLMASTER station sets — a single zip-tone, then the VOA, and then
a double zip-tone, followed by connection to the caller
Again, agents should remember NOT to begin speaking to the incoming caller until
after the VOA and the second zip-tone (or set of zip-tones) are heard.
Additionally, if the agent is logged into a multi-line terminal, he/she will see the
incoming call’s call appearance button continue to flash until the moment when the
announcement is completed. If the agent is logged in at a terminal with a display, he/
she will see incoming caller information only after the announcement is completed.
10
Note the following new VOA capabilities provided if the agent’s voice terminal is
connected to the DEFINITY ECS G3V4 (or later):
•
The agent may cancel the VOA playback for an incoming call by pressing the
flashing call appearance button while the announcement is being heard.
•
The agent may cancel the repeated VOA announcement playback (after
pressing the VOA-Repeat button) by pressing the VOA-Repeat button again
while the announcement is being heard.
Basic Call Management System (BCMS) (Optional Feature)
Your system may have access to the Basic Call Management System (BCMS). Check
with your system manager to see if you can use the BCMS features.
BCMS provides real-time and historical reports that will help an ACD supervisor
successfully manage individual agents, ACD splits or skills, trunk groups, and
VDNs. These reports can be accessed and displayed on the Manager I terminal or
printed on a printer connected to this terminal. If you have the scheduled report
feature, these reports can be printed on the system printer. Data is stored by hour or
half-hour increments for 25 time intervals, and daily summary data can also be
calculated and stored for seven days.
The following reports are available with BCMS:
— Real time reports
➤
Split/Skill Status
➤
System Status
➤
VDN Status
— Historical reports
➤
Agent
➤
Split/Skill
➤
System
➤
Trunk Group
➤
VDN
These reports can be displayed and printed both locally and remotely. That is, you
can access the reports locally through Manager I and print on the connected printer,
or, if you have agents in more than one facility, you can centralize the measurements
data evaluation and access the switch data remotely.
System Measurements
With the DEFINITY ECS Generic 3, you can access reports on such items as trunk
group usage or hunt group usage and efficiency. These reports are available on the
Manager I terminal or on a remote administration terminal. You can print these
reports on a printer connected to the terminal.
Trunk group and hunt group reports are collected on a clock-hour basis. The
available individual reports include yesterday's peak usage, today's peak usage, and
last hour's usage. Besides these group reports, your DEFINITY ECS Generic 3 can
also provide the following types of reports:
11
•
Trunk Outage Measurements — provides measurements on the four trunks
that were out of service the most during the measurement period. Separate
reports are available for yesterday, today, and the last hour.
•
Trunk Lightly Used Measurements — provides measurements on the five
trunks in each trunk group that have carried the fewest calls. Separate reports
are available for yesterday, today, and the last hour.
•
Trunk Group Performance — provides data on trunk group performance by
pointing out calls that attempt to access trunk groups but cannot because all
trunks are busy or the queue is full. Separate reports are available for
yesterday and today.
•
Hunt Group Performance — provides data on hunt group performance by
telling you the longest time taken by a hunt group member to answer a call for
each hunt group. Separate reports are available for yesterday and today.
The system also automatically accumulates traffic measurements, and reports on
these measurements are available on demand. However, these reports are not
archived; that is, if you want a report, you must print it out periodically.
For more information about System Measurement reports and guidelines for using
the data, see DEFINITY Communications System Generic 1, Generic 3, and
System 75 Administration and Measurement Reports, 555-200-500, DEFINITY
Communications System Generic 1 and Generic 3 System Management, 555-230-500,
and DEFINITY Communications System Generic 1 and Generic 3 System Reports,
555-230-510.
Conventions Used in This Guide
In these instructions, the following conventions are used in the procedure
descriptions:
Feature
and
Feature xxxxx
[headset or handset tones]
Each of these boxes represents a button that has a
feature assigned to it. The button is labeled with the
feature name, sometimes followed by an extension
number (shown as xxxxx) or a person’s name.
The tone that appears in brackets after a step, such as
[dial tone], indicates what you should hear from your
headset or handset after successfully performing that
step.
For a list of tones and their meaning, see the section titled Tones and Their
Meaning.
12
Quick Reference Lists (At the Back of This Guide)
At the end of this instruction booklet is a set of quick reference lists. Use them to
record your feature access codes and trunk codes, Abbreviated 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.
13
ACD Procedures
This section describes the ACD procedures supervisors uses most frequently,
although the first several tasks are predominantly used by ACD agents to log in and
log out. For more information on ACD procedures that agents use most often, refer
to DEFINITY Generic 1, Generic 3, and System 75 ACD Agent Instructions,
555-230-722.
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. For information about enabling/disabling the Record Out
Signal or enabling/disabling the Recorder Warning Tone, see the DEFINITY
CALLMASTER II and CALLMASTER III Voice Terminals Instructions for
Programming the Options, 555-015-169.
Agent Login
Agents must log in before they can receive ACD calls. They may be required 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.
To log in
1 Press
Login if there is an Abbreviated Dialing (AD)
button with the login access code stored on it. (The AD
button can also store the agent’s 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-digit split number and a unique
login-ID number, if required (if this information is not
stored on the login AD button) [confirmation tone]
•
The answering position is now staffed
•
The agent is automatically placed in Aux-Work
mode
•
The light next to Aux-Work goes on steadily
3 Press
Release
4 Press
Auto-In or Manual-In to be available to answer
ACD calls. (If the voice terminal is not equipped with
either of these feature buttons, dial the Auto-In or
Manual-In access code, and then dial the
2- or 3-digit split number.)
5 Repeat all the previous steps for each split being
logging into
14
Agent Login (EAS)
Any EAS agent can be logged into up to 20 skills simultaneously. Each of these
agent’s skills will have a skill level (1 – 16) used for Expert Agent Distribution call
routing.
To log in:
1 Press
Login if there is an Abbreviated Dialing (AD)
button with the login access code stored on it. (The AD
button can also store an EAS login-ID number or an
EAS password.)
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
confirmation tone, skip the next step.)
3 Dial your password
[dial tone]
[confirmation tone]
•
The answering position is now staffed
•
The agent is automatically placed in Aux-Work
mode
•
The light next to Aux-Work goes on steadily
•
The agent’s display shows the set of skills he/she
is logged into.
➤
The agent will see a “+” sign” on the display if the
agent’s set of skills will not fit on the display
screen. In this case, the agent should use the
VuStats feature.
➤
If a listed skill has an “*” after it, it means that
skill is assigned but the agent could not be logged
in. The agent should report this to you.
4 Press
Release
5 Press
Auto-In or Manual-In to be available to answer
ACD calls. (If the voice terminal is not equipped with
either of these feature buttons, the agent should dial
the Auto-In or Manual-In access code.)
Note: If a message is waiting for this particular
agent login-ID, he/she will hear the EAS login-ID
message waiting tone instead of confirmation tone
once he/she has successfully logged in.
15
Agent Logout
To log out
1.
Press Log Out if there is an Abbreviated
Dialing (AD) button with the logout access code
stored on it. (The AD button can also store an
agent’s 2- 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 (or the DEFINITY ECS G3si)
or 3-digit (for the DEFINITY ECS G3r) split
number (if it is not stored on the login AD
button)
3.
If you are using Automatic Answering, press
Release
4.
Repeat the previous steps for each split from
which you want to log out
5.
Hang up handset or turn off headset
•
The answering position is now unstaffed
Agent Logout (EAS)
Note: Before an agent logs out, you may request or require him or her to enter a
Reason Code. For example, one number may be used for an agent’s logging out at the
end of an ACD session; another Reason Code may be used for logging out for a lunch
break. If your agents are to enter a Reason Code before logging out, be sure to notify
them beforehand and make certain each agent has an up-to-date list of the
appropriate codes.
To log out
1 Press
Logout if there is an Abbreviated Dialing (AD)
button with the logout access code stored on it
or Press an idle call appearance button and dial the
logout access code __________
[dial tone]
2 Enter an appropriate Reason Code, if necessary
3 If you are using Automatic Answering, press
Release
4 Hang up handset or turn off headset
•
The answering position is now unstaffed
16
Activating Service Observing
The Service Observing feature can be used to monitor an agent’s performance for
extended periods of time. If you are observing a particular agent or agent station,
you are connected immediately to that agent’s call or the call at that station, and you
can hear both the agent and the caller. Service Observing can be used for training
purposes to help new agents handle successive ACD calls or to evaluate service.
You can also use this feature to monitor a Vector Directory Number (VDN). When
you observe a VDN, you are connected to the next available call at that VDN. (Since
multiple observers can monitor a VDN, but only one person can monitor each call,
you may be placed in a queue to observe the next available call.) When connected,
you will hear everything the caller hears: for example, wait treatment,
music-on-hold, and the agent talking. In addition, you will hear VDN-of-Origin
announcements.
The feature can be activated by pressing an administered Service Observe button or,
if you are using telephones connected to the DEFINITY ECS G3V3 (or later), by
dialing one of two Service Observing feature access codes. With one feature access
code, you can only listen to the call; with the other feature access code, you can listen
and talk with the agent and the caller. Using a feature access code gives observers
dial-up access to service observing from an analog station with or without a
Service Observe button. Observers who activate Service Observing by way of a
feature access code will hear tones to indicate the status of the observing in place.
For example, observers will receive confirmation tone when Service Observing is
activated.
You can also use the feature access code through remote access to do Remote Service
Observing. This feature allows users to observe calls on a listen-only or a listen and
talk basis from a remote location or a local station using Service Observing feature
access codes. Service Observing remotely can be used to observe physical extensions,
EAS agent login-ID extensions, and VDNs.
Remote Service Observing can be initiated either through Remote Access to PBX
services or Call Vectoring. When Service Observing occurs through the Remote
Access feature, a remote user gains access to the switch through either a trunk
group dedicated to Remote Access or DID trunks to the Remote Access extension.
When Service Observing is initiated through the Call Vectoring feature, a remote
user gains access by dialing a CO trunk or DID number that has its incoming
destination extension assigned to a vector that is programmed for Service Observing.
The vector associated with the VDN can be designed, using route to commands, to
provide direct access to a specific physical extension, EAS agent login-ID, or VDN to
be observed, or it can be designed to access service observing dial tone. If the service
observing dial tone is accessed, the observer has the option of entering the number of
any extension he/she is authorized to observe.
If your voice terminal has a display, the agent’s name and extension is shown on the
display screen while you are observing that agent. While in vector processing, the
VDN name and extension is shown on the display.
Agents can be monitored only if the “Can Be Service Observed” option on the Class
Of Restriction administration form is set to Yes.
While service observing, you cannot access other functions such as Hold, Conference,
Transfer, or other line appearances.
17
Important: The use of the Service Observing feature may be subject to federal,
state, or local laws, rules, or regulations and may be prohibited pursuant to the laws,
rules, or regulations or require the consent of one or both of the parties to the
conversation. Customers should familiarize themselves with and comply with all
applicable laws, rules, and regulations before using these features.
To activate service
observing
1 Press an idle appearance button
2 Press
[dial tone]
Service Observe
or Dial one of the two Service Observing access
codes __________
Note: Be sure that you use the correct Service
Observing access code: either for listen-only or for
listen and speak.
•
If you have a Service Observe button, the light
next to it goes on steadily
Note: If you press Service Observe or dial a Service
Observing access code without first selecting an idle
call appearance button, one is automatically
selected for you.
Y
3 Dial the extension of the agent, station, or VDN to be
observed. If you are using a Service Observe feature
access code, go on to Step 6.
Note: If you are using EAS and your system is a
DEFINITY G3V3 (or later) switch, this number may
be an EAS agent login-ID extension.
If the agent is not active on a call, the light next to
Service Observe flashes slowly and you are placed in
a waiting state. You are bridged on when the agent
becomes active on a call.
The display reads:
“a = [calling party] to [called party] so.”
•
If you are using a Service Observe button, you are
now able to hear both the caller and the agent, but
are unable to talk to them
4 When you are ready to listen and talk, press
again. (The agent must be connected
to the call before you can speak.)
Service Observe
•
The light next to Service Observe , if you are using
a button, flashes rapidly
•
You can hear the agent and caller and join in the
conversation
18
5 To return to a listen-only connection, press
Service Observe
again
•
The light next to Service Observe , if you are using
a button, goes on steadily
•
You can hear the agent and caller, but cannot talk
to them
•
When you are through observing, hang up or press
Release
Note: An optional warning tone is available (on a per-system basis) to alert the
agent and caller that an observer is about to be added to the connection. This feature
option is administered by the system manager.
If the agent has a call in progress, all parties on the connection hear an initial long
burst of tone (two seconds) and a short burst of tone (0.5 seconds) every 12 seconds
during the observer’s presence.
If the agent is not active on a call, all parties hear the first warning tone (two
seconds) after the beginning of the next call. All parties also hear a short burst of
tone every 12 seconds while the call is being observed.
Answering Agent Calls for Assistance
To answer an Assist call
(3-burst ring)
1 Press the ringing call appearance button (if you are
using a headset), or go off-hook (if you are using a
handset)
•
If you have a display, it shows the message:
“a = agent name and/or number sa”
which indicates this is a request for supervisor
assistance
2 Talk to the agent
3 Then, do one of the following:
•
Press Release to disconnect from the call
•
Have the agent set up a conference
•
Ask the agent to transfer the caller to you
19
I
Adding a Skill or Changing a Skill Priority or Level
During a login session, agents may change one of their skill assignments or change
the skill level assignment. (Prior to the DEFINITY ECS, Release 5, there are two
skill priorities: either primary or secondary. With the DEFINITY ECS, Release 5,
and later, there are 16 skill levels.) Both of these changes in skill assignment can be
done by dialing a feature access code at the agent’s station, or remotely at any
station that is administered with console permission. Therefore, if you are an EAS
supervisor with console permission, you can change an agent’s skill assignment or
skill priority or skill level on the agent’s behalf.
Note: In order to change skill assignments or priorities or skill levels, your ACD
system must have EAS, your voice terminal must be connected to the DEFINITY
ECS G3V3 or later, and you must have Class Of Restriction permission.
To add a skill or change a
skill priority or level on
an agent’s behalf
Note: You hear intercept tone if you are not logged
in, if the agent already has the maximum number of
skills and you try to add another, or if the skill is
invalid.
1 Pick up the handset
[dial tone]
2 Dial the Add Skill feature access code __________.
(Your system manager can supply this code.).
[dial tone]
•
The display shows:
“Enter Agent Login-ID”
3 Enter the extension of the agent’s login-ID
•
The display shows:
“Add Skill: Enter number, then # sign”
4 Dial the number of the skill you want to add or for
which you wish to change the priority or skill level
5 Press #
•
[dial tone]
The display shows (for the DEFINITY ECS G3V4
and earlier):
“Press 1 for primary or 2 for secondary”
or the display shows (for the DEFINITY ECS,
Release 5, and later):
“Enter skill level, then # sign”
6 For ACD systems connected to the DEFINITY ECS
G3V4 and earlier, dial a “1” if the added or changed
skill is to be a primary skill; dial a “2” if the added or
changed is to be a secondary skill. For ACD systems
connected to the DEFINITY ECS, Release 5, and
later, enter the number that corresponds with the
skill level (1 through 16)
•
If the new skill is valid and if your entry is
accepted, you will hear confirmation tone
•
The display shows the agent’s new assignment
20
Removing an Agent from a Skill Assignment
While logged in, you may choose to remove an agent from a skill assignment.
Note: In order to remove an agent from a skill assignment, your ACD system must
have EAS, your voice terminal must be connected to the DEFINITY ECS G3V3 or
later, and you must have Class Of Restriction permission.
To remove an agent from
a skill assignment
Note: You hear intercept tone if you are not logged
in, if the agent is not presently assigned to the skill
being removed, or if the skill you are removing is
the agent’s only skill.
1 Pick up the handset
[dial tone]
2 Dial the Remove Skill feature access code __________.
(Your system manager can supply this code.)
[dial tone]
•
The display shows:
“Enter Agent Login-ID”
3 Enter the extension of the agent’s login-ID
•
The display shows:
“Remove Skill: Enter number, then # sign”
4 Dial the number of the skill assignment from which
the agent is to be removed
5 Press # .
•
The display shows the agent’s new skill
assignments.
Note: If the agent is presently on a call or in ACW
for the skill from which he/she is being removed, or
if the agent has calls remaining in that skill, you
will hear reorder tone and you will not be able to
remove the agent from that skill assignment.
21
Using the VuStats Feature
If your voice terminal is connected to the DEFINITY ECS G3V3 (or later), you may
be able to use the VuStats feature to view, on your voice terminal display, Call
Center statistics on agents, splits or skills, Vector Directory Numbers (VDNs), and
trunk groups. VuStats statistics appear on the second line of 2-line DCP terminal
displays or on the first line of 1-line DCP terminals and all BRI sets. When VuStats
is activated, it overwrites and cancels any display feature on the second line (of a 2line display) or on the first line (of a 1-line display).
Note: The system manager defines how long the VuStats display remains on the
terminal display and how frequently the information is updated.
To activate the VuStats
feature
1 Press
VuStats
Note: The button label could also indicate the
agent extension or login ID, split or skill number,
VDN, or trunk group number administered.
If not, you may need to enter the agent’s extension or
login ID, the split or skill number, VDN, or trunk
group number. Press # when you have finished
entering this number. On voice terminals connected
to a DEFINITY ECS G3V3, you must have dial tone
in order to enter this number. For G3V4 or later, you
do not need dial tone.
•
The light next to VuStats goes on (or flashes, if a
threshold condition for the current display has
been reached)
•
You will hear confirmation tone indicating a valid
agent extension or login ID, split or skill, VDN, or
trunk group has been entered
•
The display shows ACD measurements for the
current hour or half hour, the last hour(s) since
you logged in, or for the current day
If your status display is administered to update, your
display will automatically update every 10, 20, 30,
60, or 120 seconds, or when the data is collected on
the half-hour or hour. Agent data can also be updated
whenever the agent changes work states.
2 If your status display offers other screens, press
Next
in order to view them
3 To return to Normal display mode, press
•
Normal
The light next to VuStats goes off, and the
display line on your display is cleared
Note: If your status display has an administered
timeout, the display line is automatically cleared
after this period of time.
22
Note: For a list of VuStats display error messages and the conditions that prompt
them, refer to “VuStats” in the DEFINITY Generic 3 Feature Description reference
manual, 555-230-204.
Recording Announcements
Follow these directions to use an Integrated Announcement Board to record,
playback, or delete announcements for your ACD system.
Note: In order to record an announcement, you must have console permission and
an extension must already be designated for integrated announcements
(pre-administered on the announcement form).
To record, play back, or
delete ACD
announcements
1 Dial the Recorded Announcements feature access
code followed by the extension assigned to integrated
announcements.
•
If an announcement session is already active or a
Save or Restore is in progress, you hear reorder
tone
2 When you hear dial tone, do one of the following:
Note: If you hear recall dial tone rather than
normal dial tone, more than 90% of the
announcement board memory has been used.
— Dial “1” or “*1” to record an announcement
•
If recording access is granted, you hear record
tone (one low burst of tone), and you can begin
recording. When you are finished, hang up or
press # . (If you press # , you hear dial tone.
You can then play the announcement or delete it
or record again, by dialing “1,” “2,” or “3.”)
Note: If the announcement is protected, you hear
intercept tone (the announcement must be
unprotected until recorded). If the announcement is
currently being played to users, you hear reorder
tone.
— Dial “2” or “*2” to play or repeat a recorded
announcement
•
You hear your recorded announcement and then
dial tone
Note: If nothing was recorded, you hear reorder
tone.
— Dial “3” or “*3” to delete an announcement
•
When the announcement is deleted, you hear
confirmation tone
Note: If the announcement is being played to
users, is protected, or has not been recorded, you
hear reorder tone.
23
Mute Feature
Many Lucent Technologies voice terminals, including the CALLMASTER,
CALLMASTER II, and CALLMASTER III, have a Mute button. Use the Mute
feature when you are on a call and want to speak with someone else, but don’t want
the caller to hear. The associated green status light goes on when this feature is in
use.
To use the Mute feature to 1 Press Mute
prevent the other party
• The light next to Mute goes on, and the other
from hearing you
person cannot hear you
2 Press
Mute
again to resume your conversation with
the caller
•
The light next to Mute goes off, and the other
person can hear you again
Display Features
The following information applies only if you have a voice terminal that is equipped
with a display.
If an incoming call arrives while you are active on a call, the current display on your
voice terminal will be replaced with new incoming call information. The identity of
the incoming call normally remains displayed for 30 seconds unless there is another
incoming call, the caller hangs up, or you disconnect. After 30 seconds, the display
returns to the current call information.
Note: The 7405D and 7406D voice terminals must be in Normal mode to receive
Automatic Incoming Call Display data. This requirement is not necessary for 7407D
voice terminals or the CALLMASTER, CALLMASTER II, and CALLMASTER III
voice terminals.
Note: If your display terminal is connected to the DEFINITY ECS G3V4 (or later),
pressing the Inspect button, after making a Direct Agent call to (or receiving a call
from) a logged-in EAS agent, will display the extension where that agent is logged in.
24
Using a Caller Information Button
If your system has the Call Prompting feature, the caller can be asked to enter data,
such as the person’s account number, before the call is redirected to an agent. The
switch can collect up to 16 touch-tone digits.
If you have a voice terminal with a 2-line display, the call prompting digits collected
are shown on the second line when the call is delivered. If your voice terminal is
equipped with a 1-line display and a Callr-Info button, you can press this button to
display the digits collected by the Call Prompting feature. You may view this
information before answering the call or during the call. This information is
displayed for 10 seconds, unless an incoming call is received or new call
identification information is added, such as someone has been added to a conference
call. Any time you want to see the collected digits, press Callr-Info ; each time you
want to see the normal caller information screen again, press Normal .
The following is a typical display:
“a = Info:1234567890
(1234567890 = the collected digits)
Viewing Caller Identification, Queue Status, or Time/Date/Timer
You may be able to use the following display features with your DEFINITY voice
terminal.
— Press Normal to display call information on incoming calls.
Press NQC or OQT to display queue status information.
When the display is in any mode other than Normal mode, the display reverts to
Normal mode and shows the queue status information.
— Press Inspect and the appropriate call appearance button to display call
information on a ringing or held call while you are busy on another call.
Press Normal to exit Inspect mode.
— Press Timer to measure the length of a call. (Press once to start the timer;
press a second time to clear the timer.)
— Press Date/Time to display the date and time.
Note: Also see the information on the VuStats feature earlier in this guide.
25
Display Examples
Incoming Trunk Call
“a = Incoming Trk Grp Name to Sales Dept”
Internal Call
“a = Extension Number or Name of Caller to Sales Dept”
Queue Status Display
“a = Split Name or Extension Number Q-time xx:xx calls yyy”
(xx:xx = length of time oldest call has been in queue)
(yyy = number of calls in queue)
26
Basic Voice Terminal Procedures
Here are short step-by-step instructions for using each of the voice terminal features.
The features are listed in alphabetical order. For those features which you access by
using 2-digit or 3-digit access codes, write the feature access codes for your system in
the spaces provided.
Note: To the right of each feature name is a box. For each feature that you have,
place a check in the blank box, ✔ , as a reminder. You will automatically have the
Conference, Hold, Message, and Transfer features on your telephone, and thus they
have been marked for you. Ask your system manager what other features you can
use.
Abbreviated Dialing
Allows you to store selected telephone numbers for quicker and easier dialing. Each
number can be a complete or partial telephone number, an extension number, or a
trunk or feature code. An Abbreviated Dialing number can be programmed on a
Personal List, Group List, System List, or Enhanced List. You can have a total of
three lists; the programmed number can be up to 24 digits and characters. See your
system manager for details. Use the Abbreviated Dialing feature as a timesaver for
dialing frequently called, lengthy, or emergency numbers.
Note: Abbreviated Dialing buttons must first be administered by your system
manager.
Note: Beginning with the DEFINITY ECS G3V4, you can also program a number
on an Abbreviated Dialing button that is not stored on an AD list; this programmed
number can be up to 16 digits and characters.
To program/reprogram an 1 On a separate sheet of paper, write down the outside
numbers, extensions, and/or feature codes you want
AD button
to program
Note: Each Abbreviated Dialing button holds one
complete telephone number or feature access code.
2 Press call appearance button
[dial tone]
3 Press
Program (if this button has been administered
on your voice terminal)
or Dial the Program access code __________
[dial tone]
4 Press the Abbreviated Dialing button to be
programmed
[dial tone]
5 Dial the outside number, extension, or feature code
you want to program
Note: If you are programming an outside number, be
sure to include a trunk code, if applicable.
27
Note: If the programmed number is associated with a
list, it can be up to 24 digits. If the stored number is
NOT associated with a list (that is, an Automatic
Dialing button), it can be up to 16 digits. See your
system manager if you need help.
6 Press #
•
[confirmation tone], then [dial tone]
The number is stored
7 Repeat Steps 4 through 6 to program additional
buttons
8 Hang up or press
To place an AD call
Release
to end programming
1 Select an available call appearance button
2 Press the selected Abbreviated Dialing button
[ringback tone]
•
The call is dialed (silently)
To program/reprogram an 1 On a separate sheet of paper, write down the outside
outside number,
numbers, extensions, and/or feature codes you want
extension, or feature code
to program as items on your Personal List(s)
into a Personal List
Note: Each phone number or feature code is stored
as a separate item.
2 Press a call appearance button
3 Press
[dial tone]
Program
or Dial the Program access code ________ [dial tone]
4 Dial the Personal List number (1, 2, or 3)
[dial tone]
5 Dial the list item (1, 2, 3...)
6 Dial the number you want to program (up to 24 digits)
Note: If you are programming an outside number,
be sure to include a trunk code, if applicable.
7 Press #
[confirmation tone], then [dial tone]
•
The number is stored
•
Repeat Steps 5 through 7 if you want to program
additional items on the same list; press Drop
and begin again at Step 1 if you want to program
items on another list.
28
8 Hang up or press
Drop
or Release to end
programming
Note: In the back of this instruction booklet, there
is an Abbreviated Dialing list on which you can
record your Personal List entries. Photocopy this
AD list for additional entries.
Group, system, and enhanced lists can be obtained
from the system manager.
To place a call using a
personal, group, system,
or enhanced list
1 Dial the appropriate AD list code:
List 1 __________
List 2 __________
[dial tone]
List 3 __________
2 Dial the desired list item (1, 2, 3....)
•
The call is dialed
Note: You can program a list code on one of your
AD buttons for quicker access to a list. To place a
call, simply press the AD button and then dial the
desired list entry.
Automatic Callback
Sends you a special 3-burst ring tone indicating that a previously busy or
unanswered extension is now available. Use to avoid constant redialing when you
wish to speak to someone who is frequently busy on the telephone or in and out of
the office.
Note: This feature can be used only for extensions, not outside numbers.
To automatically place
another call to an
extension that was busy
or did not answer
1 If the extension you dialed is busy or no one answers,
press Auto Callbk
•
The green light goes on steadily until callback is
completed or canceled
Note: If you send your calls to coverage after
activating Automatic Callback, your callback calls
will still ring at your extension and will not be
redirected to coverage.
2 Press
•
Release
You will get a 3-burst priority ring when the
extension you attempted to call becomes available
29
Note: After you activate Automatic Callback, the
system monitors the called extension. That
extension becomes available after the called person
completes a call.
3 Lift the handset when you hear priority ring
•
A call is automatically placed to the extension,
which receives regular ringing
Note: Automatic Callback is automatically
canceled after 30 minutes if, by that time, the
callback call is not answered.
To cancel Automatic
Callback
1 While on-hook, press
Auto Callbk
again
or Dial the Automatic Callback cancel code
__________
[confirmation tone]
•
The green light goes off
Call Forwarding — All Calls
Temporarily forwards all your personal calls to another extension or to an outside
number, depending on your system. Use when you will be away from your voice
terminal and you want your personal calls to be forwarded to a telephone number of
your choice.
Note: Calls to an EAS agent login-ID extension cannot be forwarded. The agent
must log out and then log in at the new destination. Also with EAS, if calls need to
be forwarded for the station you are logged into, forwarding must be done before you
actually log in.
To temporarily redirect all 1 Press Call Forward
personal calls to an
or Dial the Call Forward access code __________
extension or outside
[dial tone]
number of your choice
2 Dial the extension or number where calls will be sent
[confirmation tone]
Note: Some voice terminals have restrictions on
where calls can be forwarded. (See your system
manager for more information.)
3 Press
Release
Note: You may hear a ring-ping (half-ring) tone
from your voice terminal as each call is forwarded.
30
To cancel Call
Forwarding
1 Press
Call Forward
again
or Dial the Call Forward cancel code __________
[confirmation tone]
Note: If you have console permission, next dial the
extension number whose calls are to be deactivated.
•
Your calls will now ring at your own voice
terminal
Call Park
Puts a call on hold for your voice terminal, for retrieval at any extension. Use when
you need to go elsewhere to get information during a call, or whenever you wish to
complete a call from a different location.
To park a call at your
extension (for retrieval at
any extension)
Note: If a Call Park button has been assigned to
your voice terminal, simply press Call Park and
press Release ; otherwise, follow the instructions
below.
1 Press
Transfer
[dial tone]
2 Dial the Call Park access code __________
[confirmation tone]
3 Press
•
Transfer
again
The call is parked
4 Press
Release
To return to a call parked 1 Press Call Park
at your extension
or Dial the Answer Back access code __________ and
then your extension number
•
You are connected to the call
31
To retrieve a parked call
from any extension
1 Go off-hook or press a call appearance button
2 Dial the Answer Back access code __________
[dial tone]
3 Dial the extension number where the call is parked
[confirmation tone]
Note: If you receive intercept tone, the parked call
has been disconnected or retrieved by someone else.
Call Pickup
Lets you answer a call at your voice terminal for another extension in your pickup
group. Use when you wish to handle a call for a group member who is absent or
otherwise unable to answer.
Note: You can only use this feature if your system manager has assigned you and
the person who was called to the same pickup group.
To answer a call placed to 1 Go off-hook or select a call appearance button
a member of your pickup
2 Press Call Pickup
group when your voice
terminal is idle
or Dial Call Pickup access code __________
•
You are connected to the ringing call
To pick up a call while you 1 Press Hold
are active on another call
• The present call is put on hold
•
The green light flashes
2 Press
Call Pickup
•
The called voice terminal stops ringing
•
You are connected to the incoming call
Note: To return to the held call after completing
the pickup call, press the call appearance button
with the flashing light.
32
Conference
✔
Allows you to add parties to a call. Use to include a party important to a discussion.
To add another person to
a call (up to five other
persons, for a total of six
people on the call)
1 Press
•
Conference
The present call is put on hold, and you are given
a new call appearance. All other participants
remain connected to each other
2 Dial the number of the person you want to add and
wait for an answer
Note: You can privately discuss the call with the
new person at this time. If there is no answer or the
line is busy, press the call appearance button with
the flashing light to return to the held call.
3 Press
Conference
again
•
All participants are now connected
•
Repeat Steps 1 through 3 for additional
conference connections
To add a call you’ve put on 1 Press Conference
[dial tone]
hold to another call to
• The light next to the held call continues to flutter.
which you’re connected
The light next to the current call also flutters.
•
You are given a new call appearance
2 Press the call appearance button of the call on hold
(the first call)
3 Press
•
Conference
again
All participants are now connected
To drop the last person
1 Press Drop
added to a conference call
• The last person you added is dropped
•
You remain connected to the other people on the
call
Note: Other people on the call, other than the last
one you added, must disconnect to be released from
the conference call.
33
Hold
✔
Use when you have a call that you don’t wish to drop, but which you have to
interrupt briefly to do something else.
To put a call on hold while 1 Press Hold
you answer another call,
• The green light flashes.
make a call, or do
something else
Note: If you put a conference call on hold, the other
participants remain connected.
To answer a new call
while active on another
1 Press
•
Hold
The green light flashes next to the call appearance
button of the held call
2 Press the call appearance button of the incoming call
•
To return to the held call
You are connected to the incoming call
1 Press the call appearance button of the held call
•
You are connected to the held call
Note: If you are active on a call and you press the
call appearance button of the held call, the active
call will be dropped (when you have auto-hold).
Last Number Dialed
Automatically redials the last number you dialed, either an extension or an outside
number. Use to save time in redialing a busy or unanswered number.
To automatically redial
1 Go off-hook or select a call appearance button
the last number you
2 Press Last Dialed
dialed (extension, outside
number, or trunk/feature
or Dial Last Number Dialed access code __________
code). This number can be
[ringback tone]
up to 24 digits.
• Wait for the person you called to answer
34
Leave Word Calling
Leaves a message for another extension or EAS agent to call you back. Use any time
you wish to have someone call you back. It will help cut down on repeated call
attempts.
Note: To do this, you must have a LWC button.
To leave a message after
1 Press LWC before disconnecting from the call
dialing an extension or
[confirmation tone]
EAS agent login-ID (Use
• The Message light goes on at the called voice
this feature when your
terminal
call is not answered, you
hear a coverage or busy
Note: If reorder tone is heard, the message is not
tone, or you have been put
stored; try again.
on hold.)
To leave a message
without ringing an
extension
1 Press
LWC
or Dial the Leave Word Calling access code
___________
[dial tone]
2 Dial the extension
•
To cancel a Leave Word
Calling message
Note: You cannot cancel
a message left for an
AUDIX subscriber.
[confirmation tone]
The Message light goes on at the called voice
terminal
1 Press
Cancel LWC
or Dial the Leave Word Calling cancel code
__________
[dial tone]
2 Dial the extension
[confirmation tone]
Note: If reorder tone is heard, the message is not
canceled; try again.
35
Message
To retrieve a message
when your Message light
is on
✔
1 See your system manager for instructions on how to
get your messages.
Note: If the stutter dial tone (Audible Message
Waiting) feature is not presently administered for
your station, request that your system manager do
the necessary administration.
Send All Calls
Temporarily sends all your personal calls to the extension of a person designated to
answer them when you cannot. Use when you will be away from your desk, or when
you do not wish to be interrupted by telephone calls.
Note: At a station where an EAS agent is logged in, this feature will direct calls
placed to the station extension on to the station’s coverage path. Calls to the EAS
agent login-ID are sent to the EAS agent login-ID coverage path.
To send all personal calls
(except priority calls)
immediately to coverage
1 While on-hook, press
Send All Calls
or Dial the Send All Calls access code __________
[confirmation tone]
Notes: You may hear a ring-ping (half-ring) tone from
your voice terminal as each call is forwarded.
Direct agent calls that are already queued will not be
immediately send to coverage.
To cancel Send All Calls
1 While on-hook, press
Send All Calls
again
or Dial Send All Calls cancel code _______
[confirmation tone]
36
Transfer
✔
Transfers a call from your voice terminal to another extension or outside number.
Use when your caller needs to speak further with someone else.
Note: Calls from an outside number to your voice terminal can be transferred only
to an extension, not to another outside number.
To send the present call to 1 Press Transfer
[dial tone]
another extension or an
• The present call is put on hold
outside number
2 Dial the number that the call is to be transferred to
[ringback tone]
3 Remain on the line and announce the call. If there is
no answer or the line is busy, return to the held call by
pressing its call appearance button.
4 Press
•
Transfer
again
The call is sent to the dialed number
5 Press
Release
37
Indicator Lights
If you are using the CALLMASTER, CALLMASTER II, or CALLMASTER III voice
terminal or one of the 7400 series voice terminals, the red and the green status light
can give you the following information:
Red Light
The red light goes on steadily when:
•
You are active on a call (ACD or non-ACD).
•
You press a call appearance button to place a call (when using a
headset) or go off-hook (when using a handset).
•
If your headset has an ON/OFF switch, set it to OFF. If it doesn’t
have a switch, unplug it.
•
The handset is in its cradle (if you have a handset and switchhook).
In the last two situations (the headset is off or the handset is in its cradle),
the red light identifies the call appearance you will be connected to if you
plug in your headset or lift the handset.
Green Status Light
The various states of the green light indicate the following:
•
Off — You are not active on the call appearance or you have not
activated the assigned feature.
•
Steadily on — You are active on the call appearance or you have
activated the assigned feature.
•
Flashing — You are receiving an incoming call.
•
Fluttering — You placed a call on hold.
•
Broken Fluttering — You attempted an unknown or invalid action.
38
Tones and Their Meaning
Ringing tones are those produced in the base of your voice terminal and can be
heard in the surrounding area. These tones indicate incoming calls. Headset or
handset tones are transmitted through the headset or handset receiver and heard
only by you.
Ringing Tones
•
one ring — A call from another extension.
•
two rings — A call from outside or from the attendant.
•
three rings — A priority call from another extension, or from an Automatic
Callback call you placed.
•
ring-ping (half ring) — A call redirected from your voice terminal to another
because Send All Calls or Call Forwarding All Calls is active or a Direct Agent call
is waiting.
Headset or Handset Tones
•
busy tone — A low-pitched tone repeated 60 times a minute; indicates the
number dialed is in use.
•
call waiting tone — (one, two, or three beeps of high-pitched tone, not repeated)
indicates an incoming call is waiting to be answered. Number of beeps designates
the source: one for an internal call, two for an outside or attendant call, three for a
priority call.
•
call waiting ringback tone — (a ringback tone with a lower-pitched signal at
the end) indicates the extension called is busy, and the called party has been given
a call waiting tone.
•
confirmation tone — (three short bursts of tone) indicates a feature activation
or cancellation has been accepted.
•
coverage tone — (one short burst of tone) indicates your call will be answered at
another extension by a covering user (after a brief caller response interval).
•
dial tone — (a continuous steady tone) indicates dialing can begin.
•
EAS login-ID message waiting — (five short bursts of tone) indicates a
message is waiting for the agent login-ID. If an agent has a message, this tone is
heard instead of the confirmation tone after a successful login. (This is the same
tone as the hold recall tone, but functions as described here.)
•
incoming call identification (ici) tone — (three short burst of tone,
alternating high, low, and another high tone) indicates an incoming non-ACD call.
•
intercept tone — (an alternating high and low tone) indicates a dialing error or
denial of the service requested.
•
recall dial tone — (three short bursts of tone followed by a steady dial tone)
indicates the feature request has been accepted and dialing can begin.
39
•
reorder tone — (a fast busy tone repeated 120 times a minute) indicates all
trunks are busy.
•
ringback (audible alerting) tone — (a low-pitched tone repeated 15 times a
minute) indicates the number dialed is being rung.
•
stutter dial tone — (two sequences of confirmation tone followed by dial tone)
indicates a message is waiting for a station an agent is logged into if AMW is
optioned for the system and for that station. With EAS, this tone indicates a
message is waiting for the EAS agent login-ID.
•
time-out tone — (an alternating high and low tone [same as intercept tone])
indicates a failure to dial within a preset interval (usually 10 seconds) after lifting
the handset or after dialing the previous digit.
•
zip-tone — (one short burst of tone) indicates an ACD call will be delivered (ACD
Automatic Answering mode only)
40
Quick Reference Lists
FEATURE ACCESS CODES
Feature
Code
Feature
Code
CALL PARK
ABBREVIATED DIALING
List 1
Answer Back
List 2
CALL PICKUP
List 3
LAST NUMBER DIALED
Program Personal List
LEAVE WORD CALLING
AUTOMATIC CALLBACK
Cancel
Cancel
SEND ALL CALLS
Cancel
CALL FORWARDING
ALL CALLS
Cancel
ACD Access Codes
ACD Function
Code
Stroke Counts
Stroke Count
After Call Work
1-Stroke
Agent Login
2-Stroke
Agent Logout
3-Stroke
Assist
4-Stroke
Auto-In
5-Stroke
Aux-Work
6-Stroke
Manual-In
7-Stroke
Associated Item
8-Stroke
9-Stroke
0-Stroke
Audio problem on call
Abbreviated Dialing*
Item
No.
Miscellaneous
Personal List 1
Personal List 2
Personal List 3
Name
Name
Name
Description
Extension
Message
1
Attendant
2
AUDIX
3
4
5
6
Trunk Codes
Description
7
8
9
0
* You may have as many as 3 personal lists. On System 75 and the
DEFINITY ECS G3V3 (and prior), each list can have 5 or 10
items. See your system manager. On the DEFINITY ECS G3V4
(and later, you can have up to 100 entries. In this case, photocopy
this form for as many Personal List entries as you need to record.
Reason Codes
Reason Code
1
2
3
4
5
6
7
8
9
Associated Reason
Code