ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Interactions Involving EAS
Issue  4   September 1995
10-31
Remote Service Observing
Remote access to the Service Observing (SO) FACs can be provided via the 
Remote Access feature or through Service Observing vectors. See Service 
Observing on page 4-16 and Creating Service Observing Vectors on page 5-
13 for a d ditional information. 
SMDR/CDR
For skill calls, the ‘‘called party’’ field can optionally be the Agent Login ID.
VDN Override
If VDN Override is set on the ‘‘previous’’ VDN, the VDN skills of...

Expert Agent Selection
10-32Issue  4   September 1995
nDirect Agent third-party make calls (ACD calls terminated to a selected 
member of an ACD skill group) may be requested by including a Direct 
Agent option, an agent’s physical extension and a skill group extension 
(compatibility mode), or by requesting a user-classified third-party make 
call with a Login ID destination. The  primary differences between the two 
methods of requesting Direct Agent calls are that the comp atibility mode 
allows the...

Interactions Involving EAS
Issue  4   September 1995
10-33
Multiple Monitors
Multiple Monitors provides the ability for up to three ASAI a p plications to monitor 
the same ACD Split or VDN domain.
This is not only helpful in environments were ICM is primary, it can  also be used 
to add an OCM application to launch calls at off-peak times  without disrupting 
the primary a p plication in any way.  Multiple Monitors can  also b e used to 
monitor an ACD sp lit over 2 links in call environments where...

Expert Agent Selection
10-34Issue  4   September 1995
nAdjunct-controlled EAS Agents can be administered with only one skill.  
Accordingly, EAS agents may not mix adjunct-controlled and non-adjunct-
controlled skills.
AUDIX
Calls to the EAS Agent Login ID can cover to AUDIX. Each agent must enter his 
or her Agent Login ID when calling AUDIX to obtain messages.
AUDIX agents are assigned to EAS agent extensions.  These Login IDs are used 
for CMS and BCMS (G3V3 and later releases) trac king if the...

EAS Agent LoginID Table
Issue  4   September 1995
10-35
EAS Agent LoginID Table
The following table indicates which DEFI NI TY features can be administered with 
an EAS Agent loginID.
Table 10-15. EAS LoginID Table
Feature Administered LoginID?
Abbreviated Dialing Buttons
   7103A Yes
   Enhanc e d Yes
   Group Yes
   Personal Yes
   System Yes
Agent-LoginID
    Port Extension No
Announcements No
Buttons
   abrdg_app No
   aut-msg-wt Yes
   brdg_app No
    busy-ind Yes
    data_ext No
   man_msg_wt No...

Expert Agent Selection
10-36Issue  4   September 1995
   Secondary Extension No
Code-Calling Yes
Communication Link Form
Communication Link Digits No
Console Parameters
   CAS-backup ext No
   IAS Att Access Code No
Coverage Groups
   Answer Group Member No
   Path Yes
Measured Principals
Coverage Measurement No
Feature-Related Parameters
   ACA-referral dest. No
   ACA - long holding No
   ACA - short holding No
   Controlled out restriction No
   Controlled Terminal No
   Controlled Stn-to-Stn No
   D...

EAS Agent LoginID Table
Issue  4   September 1995
10-37
   ASAI link No
   AUDIX extension No
   Calls Warning extension No
   Member No
   Night Service No
   Supervisor Yes
   Time Warning extension No
Intercom Group Member No
Intra-switch CDR Yes
Listed Directory Number
   Member No
   Night Destination Yes
Malicious Call Trace
MCT Member No
Permanent Switched CallsNo
Personal CO LineNo
Pickup Group MemberNo
Remote Access ExtensionNo
Term Extension Group MemberNo
Trunk Group
   Night Service Yes...

Expert Agent Selection
10-38Issue  4   September 1995
Upgrading to a G3 EAS Environment
For information a bout how to create a Call Center that uses EAS see Call 
Vectoring/G3 EAS Option on page J-10. For information on converting a Call 
Center to EAS, refer to Ap pendix K. 

Issue  4   Septemb er 199511-1  
11
Call Vectoring Applications
Introduction
This chapter is intend e d to present several generic Call Vectoring applications a 
customer might use. Each ap p lication is based on one or more of the Call 
Vectoring features discussed in this guide. Vector Exercises are provided at the 
end of the chapter.
The following table identifies the feature(s) used within each example in this 
chapter.  The examples are numbered according to the order in which they 
a p pear within...

Call Vectoring Applications
11-2Issue  4   Septem ber 1995
Customer Service Center
Examp le 1 presents a scenario where a customer service center is open 
weekdays from 8 a.m. until 5 p.m.  The center provides two separate telephone 
numbers.  One numb er is for ordinary customers, while the other numb er is for 
priority customers.  The following three vectors illustrate how calls to the 
customer service center are handled.
Table 11-1. Applications and Corresponding Feature(s)
Section TitleExample 
No....