ATT DEFINITY Communications System Generic 3 Instructions Manual

Expert Agent Selection (EAS)
Issue  3   March 1996
3-707
Administration of Skills
Skills are used in three distinct areas:
nSkills administered for a VDN 
nSkills administered for an ACD Ag ent Login ID 
nSkills active for an ACD Caller via vector commands 
It is imp ortant to note that  a particular Skill number always has the same 
meaning, whether it is called an Agent Skill,  VDN Skill, or Caller Skill. For 
example, if Skill 127 means Spanish speaking,  then Agent Skill 127, VDN Skill 
127, and...

Feature Descriptions
3-708Issue  3   March 1996 
EAS Logical Agent
With Logical Agent, an agent’s ACD Login ID is  associated with a particular 
voice terminal only when the a gent actually logs in at that terminal. When the 
agent logs off, the association of an agent’s ACD Login ID with a particular voice 
terminal is removed. The  ACD  Login IDs used by the EAS capability are 
extension numbers used out of the switch’s normal station numbering plan, and 
are administered using a new Agent Login ID...

Expert Agent Selection (EAS)
Issue  3   March 1996
3-709
originator or receiver does not  have the proper COR, the call is treate d as a 
normal non-ACD (personal) call.
Expert Agent Selection
The EAS feature matches a caller whose call requires certain VDN Skills to an 
agent who has at least one of the required Agent Skills. Each Skill  has  an 
associated Skill hunt group  administered similar to a vector-controlled hunt 
group. As mentioned earlier, Skill  hunt groups replace splits when EAS is...

Feature Descriptions
3-710Issue  3   March 1996 
Direct Agent Calling
Direct Agent Calling allows users to call agents and have the call treated as an 
ACD call (for example, zip tone answer, queuing, after call work, CMS measured 
as ACD).  Using EAS  capabilities, any call (which has the proper class of 
restrictions) to the Login ID is treated as a Direct Agent call.
Internal and external users can originate Direct Agent calls.   An application for 
external users is the insurance industry.  People...

Expert Agent Selection (EAS)
Issue  3   March 1996
3-711
Caller Interactions
The caller does not experience any new interface or interactions when Expert 
Agent Selection  is  enabled.   The  full  power of Call Vectoring can be used with 
EAS to customize the treatment to the c aller. The call is d elivered to an agent with 
the proper Skill, so in that sense the caller gets better service.
Agent Login Procedure
The login procedure for EAS a gent is very similar to the existing login procedure.
The...

Feature Descriptions
3-712Issue  3   March 1996 
switch or external.  The originator  hears the same tones that the originator would 
hear when calling a physical extension. The call goes to the Login ID’s coverage 
path if a busy condition or ringing time out occurs as indicated in  Table 3-57.
After dialing the Login ID, the originator’s display shows the name associated 
with the Logical Agent and not the physical extension’s name where the agent is 
logg e d in. All station features for the...

Expert Agent Selection (EAS)
Issue  3   March 1996
3-713
Adjunct Interactions
ASAI
ASAI support for EAS may be broken into the following categories:  call control, 
feature requests, value queries, event notification, and adjunct-controlled splits. 
This section provides a high level overview of the behavior of ASAI in the G3V2 
EAS environment.
Call Control
Call control c a pabilities work exactly the same in the EAS environment as in the 
traditional ACD environment except for the following:
1. User...

Feature Descriptions
3-714Issue  3   March 1996 
and a split extension, in which case they are given compati bility mo de 
Direct Agent treatment, or they may be terminated to an EAS Login ID (in 
which case they behave like dialed Direct Agent calls).
Feature Requests
In the EAS environment, a gent login, logout and change work-mode requests are 
fully supported.  Agent login requests must contain an EAS Login ID and  
optional password (delimited by a ’#’) in the login request’s user c o de IE. Ag ent...

Expert Agent Selection (EAS)
Issue  3   March 1996
3-715
nAgents may not log into more than one adjunct-controlled split/Skill.
nAgents log ged into an adjunct-controlled split/Skill may not log into a 
non-adjunct-controlled sp lit and vice versa.
Furthermore, adjunct-controlled EAS Ag ents can only be administered with one 
Skill.  This implies that EAS agents may not mix a djunct-controlled and 
non-adjunct-controlled Skills.
AUDIX
Calls to the EAS agent Login ID can cover to AUDIX. Each agent must...

Feature Descriptions
3-716Issue  3   March 1996 
nAgents in Multiple Splits Feature
When the EAS feature is enabled, the ‘‘Agents  in Multiple Splits’’ feature is 
referred to as ‘‘Agents in Multiple Skills,’’ which allows an EAS agent to be 
logg e d into u p to four Skills.  
nAgent Work Mode States
With EAS, a gents can only  be in  a single work state mo de at any one time.
nAssist
The Assist feature can be used for a Skill hunt group (for example, where 
there is one supervisor per Skill hunt...