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DEFINITY ECS Release 8.2
Administrator’s Guide
555-233-506
Issue 1
April 2000
Screen reference
677Feature-Related System Parameters
17
For information on CentreVu
®
Advocate, please contact your Lucent Account
Executive or see the CentreVu
®
Advocate User Guide (585-215-855).
Service Level Supervisor Call Selection
Override
This field determines whether DEFINITY ECS changes agents’ call handling
preferences when a skill using Service Level Supervisor exceeds its Level 1
threshold.
For information on CentreVu
®
Advocate, please contact your Lucent Account
Executive or see the CentreVu
®
Advocate User Guide (585-215-855).
Reason Codes Parameters
Aux Work Reason Code Type
Valid entries Usage
current-wait-
time
Current Wait Time selects the oldest call waiting for any of
the agent’s skills.
predicted-wait-
time
.
Predicted Wait Time is a feature of CentreVu
®
Advocate.
Valid entries Usage
y
Enter y if you want to override the normal call handling
preferences of a skill’s assigned agents in this situation.
n
Enter n if you do not want to override agents’ normal call
handling preferences when the skill exceeds its Level 1
threshold. Service Level Supervisor requires Expert Agent
Selection and CentreVu
®
Advocate.
Valid entries Usage
none
Enter none if you do not want an agent to enter a Reason Code
when entering AUX work.
requested
Enter requested if you want an agent to enter a Reason Code
when entering AUX mode but do not want to force the agent to
do so. To enter
requested the Reason Codes and EAS on the
System-Parameters Customer-Option screen must be
y.
forced
Enter forced to force an agent to enter a Reason Code when
entering AUX mode. To enter
forced, the Reason Codes and
EAS on the System-Parameters Customer-Option screen must
be
y.