A. An ACD call is ringing at their telephone.
B. The agents are dialing a number to place a call or activate a feature.
C. The agents are on calls from another split.
D. The agents are on outgoing calls.
E. The agents have pressed thou aux work button.
A. It Is a group of VDNs that receive calls and pass to a vector.
B. It is a group of extensions that receive calls to a specific telephone number.
C. It Is a group of agents that all have- the ability to answer specific calls.
D. It Is a group of skills that an agent has to manage specific calls.
A. It provides options for selecting among available agents with the same skill.
B. It provides basic reporting on Vectors, Agents, and Trunk Groups.
C. It enables recorded announcements to be played to incoming calls.
D. It improves agent performance as supervisors have the option to have agents handle calls based on either skill level or greatest need.
E. It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.
A. Number of agents that can be added to the system.
B. Only the specified number of licensed units can gain access to more than one skill at a time.
C. Only the specified number of licensed units can gain access to and register the agent with Communication Manager at any given time.
D. Number of agents that can be registered in more than one Communication Manager simultaneously.
A. The conditional call treatment or routing based on parameters such as time of day, day of holidays, etc.
B. The ability for supervisors to monitor an agent's ACD calls
C. The ability to change the skills assigned to an agent
D. The customized handling of incoming calls via programmed commands
E. The ability for an agent to answer multiple Automatic Call Distribution (ACD) calls
A. Variable in Vectors
B. Redirection on No Answer (RONA)
C. Forced Agent Logout from the After Call Work (ACW) mode
D. Adjunct Routing
