ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Functions and Examples
Issue  4   September 1995
10-21
Given this scenario, the following table illustrates how Calls A, B, and C are 
distributed via UCD and EAD:
Table 10-13. Example of Call Distribution via UCD/EAD
TimeUCD or 
EAD? Result Reason
9:04 UCD Jill receives 
Call A.Jill is the most i dle agent for skill 47.
EAD Jack receives 
Call A.Jack is the ‘‘more expert’’ agent 
b e cause he has skill 47 as a primary 
skill whereas Jill has skill 47 as a 
secondary skill.
9:06 UCD Jill receives 
Call...

Expert Agent Selection
10-22Issue  4   September 1995
ACD Login ID Dialing
The ACD Login IDs used in EAS are extension numb ers included in a station 
numbering plan but not administered as stations. These IDs are ad ministered by 
using the Agent Login ID form, which appears as follows:
Figure 10-8. Agent Login ID Form
NOTE:
The AUDIX Name fields on the screen are display-only fields. These are 
only G3r features.
With EAS, an Agent’s ACD Login ID is associated with a specific voice terminal 
only when...

Functions and Examples
Issue  4   September 1995
10-23
nUpon hearing the d ial tone, entering the login Feature Access Code (FAC) 
or selecting the Login Ab breviated Dialing (AD) b utton
nUpon hearing the dial tone, entering the 1- to 5-digit Login ID
NOTE:
If someone is already logged in at that terminal, the agent will hear 
intercept.
nUpon hearing the dial tone, entering (optionally) the 0- to 9-digit password.
NOTE:
If the agent is using a DCP voice terminal such as  CallMaster, the 
password...

Expert Agent Selection
10-24Issue  4   September 1995
Inward Dialing (DID) or an 800 number. Both the receiving agent’s Login 
ID COR and the originator’s (caller’s) COR must have ‘‘Direct Agent 
Calling’’ set to ‘‘y.’’  The caller’s COR is for the following:
— Voice terminal extension (for internal calls or transfers)
— Trunk group (for DID  calls)
— VDN (for promp ted calls)
nIf the call covers or is forwarded, the COR of the originator (or VDN) and 
the final agent is used. All feature functionality...

Interactions Involving EAS
Issue  4   September 1995
10-25
Voice terminals are fully functional if an agent is not logged in.  The restrictions, 
coverage, and name revert to the voice  terminal a dministration when the agent 
logs out.
If a number of users are sharing one voice terminal (due to job sharing or shifts, 
for example), a unique Login ID extension is assigned to each user. Therefore, 
whenever a user is logg e d out, any calls to that user (login ID) are sent to his or 
her coverage path. As...

Expert Agent Selection
10-26Issue  4   September 1995
Agent Work Modes
With EAS optioned, an agent can be in  only a single work mode for all skills at 
any one time (for example, an agent cannot be in AUX work mode in one skill 
hunt group and also available in another skill hunt group). Also, if the After Call 
Work (ACW) mo de button is selected, the agent is placed into ACW for the first 
skill administered and logged into.
Assist
This feature is used for skill hunt groups (that is, there is one...

Interactions Involving EAS
Issue  4   September 1995
10-27
Automatic Answering with Zip Tone
This feature can be administered only for a physical extension.  The feature is not 
associated with a LoginID.
Basic CMS
The Basic CMS user interface remains the same when EAS is optioned. The only 
change is that the labeling of the headings is changed from ‘‘sp lit’’ to ‘‘skill.’’ With 
releases p rior to G3V3, BCMS agent reports are based on the physical extension 
rather than on Login IDs. Accordingly,...

Expert Agent Selection
10-28Issue  4   September 1995
In some cases, the person un-parking the call may also be able to dial the 
Answer-Back FAC and the logical agent extension of the agent who parked the 
call. This operation is possible if the Class of Restriction (COR) of both the agent 
parking the call and the terminal or agent un-parking the call have a COR with 
the Direct Agent Calling flag set to “y.” If the terminal un-parking the call is not a 
logged in agent, then the terminal must have a...

Interactions Involving EAS
Issue  4   September 1995
10-29
an alphanumeric display and an inspect button. When the inspect button is 
pressed during a call to or from the EAS agent, the p hysical terminal name of the 
agent is displayed.
Calls to the physical extension  show the physical extension’s number and name 
on the originator’s display.
Look-Ahead Interflow
Skills are not sent to another ACD/PBX when a call interflows using Look-Ahead 
Interflow.  If skills have the same meaning on both ACDs, a...

Expert Agent Selection
10-30Issue  4   September 1995
Commands for OCM Predictive Calls
The Call Vectoring commands indicated in the following table are available for 
processing OCM Predictive Calls. The customer must design vectors intended 
for p rocessing predictive calls in such a manner that the vectors are limited to the 
supported steps.
The following table lists the supported commands and p rovides a brief c omment 
for each command.
Queue Status Indications
Physical extensions can be...