Direct Agent Calling (DAC) (required)
Direct Agent Calling (DAC) (required)
Direct Agent Calling allows a call to a specific ACD agent to be treated as an ACD call. If that agent is logged in but not available, the call will queue for that agent. If the agent is not logged in, the call will follow the agent's coverage path.
How Internet sessions use Direct Agent Calling
The Internet session software uses DACs to allow customers to select a specific agent when requesting a session.
For more information about the Direct Agent Calling feature, contact the Avaya Customer Care Center at 800-242-2121.
How messages use Direct Agent Calling
The messaging software uses DACs for delivering retrieved or suspended messages to specific agents.
Things to know about Direct Agent Calling
The following list provides important information about DACs:
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Retrieved and returning suspended calls will utilize queue slots and affect CMS reports
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DACs should remain queued at the agent's terminal long enough to allow the agent to complete the processing of the current message. A DAC will not abandon due to an impatient message customer (because there is no customer on the other end of a message) and should not be routed to AUDIX.
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Internet sessions may be administered to cover to a voice mail box, while messages should never be sent to voice mail. Please refer to the Vectors for sample vectors that you can use to provide different agent coverage for Internet sessions versus messages.
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Supporting adjunct routing by passing ASAI-provided digits enables the messaging software to support direct agent calls with a single vector on the DEFINITY ECS, a necessary feature for retrieving suspended messages and delivering direct agent correspondence.
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Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
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