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 B.Jill is the only a gent logg e d into skill 
13.
EAD Jill receives 
Call B.Jill is the only a gent with Primary skill 
13.
9:08 UCD Jill receives 
Call C.Jill is the most i dle agent for skill 22. 
She receives Call C even if she 
handled Call A.
EAD Jill receives 
Call C.Both Jill and Jack have Primary skill 
22, but Jill has been lo g ged in two 
minutes longer than Jack (that is, she 
is the most idle agent). 
						

							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 the agent actually logs in at that terminal. When the agent logs off, the 
association of the agent’s ACD Login ID with a sp ecific voice terminal is 
removed.  This capability is known as 
Logical Agent. If an agent d oes not answer 
a call, or if the agent is logged out, the call goes to the busy points on the 
coverage path.
When the agent logs in, the voice terminal display indicates the agent’s skill 
assignments.
The agent logs in by doing the following:
nGoing off-hook or selecting a line a ppearance
add agent-loginid xxxxx                                              Page 1 of 1
                            AGENT LOGINID
                   Login ID: XXXXX
                       Name: _______________
                        COR: 1
              Coverage path: ___
              Security Code: ___
              LWC Reception: spe        AUDIX Name for Messaging: _______
                                         Audible Message Waiting? _______
                               Message Server Name for Messaging: _______
                        AAS? n
                      AUDIX? n
                   Password: _________       Password (enter again): _________
   LoginID for ISDN Display? ___
                 Skill   Primary/Secondary
               1: ___    _________       
               2: ___    _________      
               3: ___    _________     
               4: ___    _________    
       WARNING:  Agent must log in again before skill changes take effect 
						

							Functions and Examples
Issue  4   September 1995
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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 digits will not be shown unless an abbreviated dial button 
is used. BRI voice terminals will show the password digits.
Once the login is accepted, confirmation tone is  given.  Also, the skills assigned, 
along with the corresponding ‘‘primary’’ or ‘‘secondary’’ indication, are displayed 
for five seconds on the voice terminal display. The previous login sequence 
allows an ACD call to b e directed to a specific agent and to have that call 
tracked and treated as an ACD call.
When an EAS a gent logs into a station with the station administered for audible 
message waiting, the agent will receive Audible Message Waiting tone only when 
calls are waiting for the agent login ID extension. When the agent logs out, 
Audible Message Waiting tone then applies again to messages waiting for the 
physical extension.  This field does not imp act  whether an agent hears the EAS 
Login-ID Message Waiting tone during the login process.
With G3V4 and later releases, the Message Waiting Lamp by d efault tracks the 
status of messages waiting for the lo g ged in EAS agent LoginID rather than 
messages for the physical terminal. The operation of the Message Waiting Lamp 
can be changed so that it tracks the status of messages waiting for the physical 
terminal where the agent is logged in. See the Feature-Related System-
Parameters form in the 
DEFI NIT Y Communications System Generic 3 V4 
Implementation manual
, 555-230-653 for more information.
In a ddition to skill assignments, the following c a pabilities are now associated 
with agents’ login IDs.
nCall Routing 
A c all to the Login ID reaches the agent independent of the voice terminal 
the agent is c urrently using. In other words, such a call is sent to the voice 
terminal at which the agent is currently logg e d in.
If the p roper Class of Restrictions (COR) is set, callers can initiate a Direct 
Agent call either by dialing the Login ID extension directly or by calling a 
VDN that points to a vector containing first a prompt for the Login ID and 
then a 
route-to digits command .  This allows external callbacks via Direct  
						

							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 for ACD calls, except 
Queue Status indications, is available for Direct Agent Calls.
Internal and external users can originate Direct Agent calls by dialing the 
agent’s login ID. Also, Direct Agent calling can be used to transfer ACD 
calls from one agent to another a gent.
If an agent receiving the Direct Agent Call is staffed but unavailable, the 
call waits in front of the ‘‘skill’’ calls in the agent’s first primary skill until 
either the call is answered or a coverage timeout occurs.  Also, the caller 
hears an optional direct-agent announcement followed by music or 
silence.  There is one Direct Agent announcement per system.  The agent, 
on the other hand, receives a ring-p ing, and the current work mode b utton 
flashes. If the a gent is available, the call is delivered to the agent 
according to the answering and alerting options.  Calls are answered and 
handled in the same manner as ACD calls.
nLogin ID Name on the Voice Terminal Display 
A call to a logged-in EAS LoginID  by default displays the name 
associated with the LoginID and not the name associated with the voice 
terminal.  This is also true on the receiving party’s display for a call made 
from a voice terminal with an agent logged in. However, with G3V4 and 
later releases, the user can display the name of the physical terminal 
where the EAS agent is logged in. The user must be active on a call with 
the agent, and must have a terminal with an alphanumeric display and an 
inspect button. When the inspect b utton is pressed during a call to or from 
the EAS agent, the physical terminal name of the agent is displayed.
nCoverage Path 
Call coverage c an occur whether or not the agent is logged in. If the agent 
is not logged in, the busy criteria is met and the call follows the points on 
the coverage path.  If the agent is logged in but fails to answer, the don’t 
answer c riteria is met and the call follows the p oints on the coverage p ath. 
A call to the Login ID goes to the coverage path assigned to the Login ID 
rather than to the coverage p ath assigned to the voice terminal extension.
nAgent Restrictions 
A call to the Login ID or from the agent uses the restrictions associated 
with the agent and not the voice terminal. 
						

							Interactions Involving EAS
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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 a result, Login IDs can be used to reach people 
independent of where they happen to be.  Such people include those who use 
more than one phone because they have more than one office or (in the case of 
security guards, for examp le) sit at more than one desk.
Because AAS/AUDIX ports are not mobile, these ports are a dministered to Ag ent 
Login IDs. Whenever the AAS or AUDIX field  is set to ‘‘y,’’ a field requesting the 
port number is brought up,  and the password field disappears.
Interactions Involving EAS
This section discusses the feature and adjunct interactions involving EAS.
Feature Interactions
This section discusses the feature interactions involving EAS. Unless otherwise 
specified, the feature interactions for skill  hunt groups are the same as for 
vector-controlled splits.
Abbreviated Dialing
Abbreviated dialing can be used to log in or log out EAS agents. Ab breviated 
dialing lists or buttons can be administered only for stations.
Administration Without Hardware
Although EAS Login IDs are extensions without hardware, they are not a part of 
the Administration without Hard ware feature.
Agents in Multiple Splits Feature
With EAS, the ‘‘Agents  in Multi ple Sp lits’’ feature is called ‘‘Agents in Multiple 
Skills.’’  This feature allows an EAS agent to be logged into up to four skills.   
						

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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 supervisor per skill 
hunt group). A voice terminal can be administered with one or more Assist 
buttons for each skill that agents using the terminal might have. An Assist button 
can also be administered with no associated skill. In this case, the supervisor for 
the skill that the agent is currently active on is called. If the agent is not active on 
any skill, the supervisor for the a gent’s first skill is called.
Any assist b utton selected is tracked as an assist for the current call, regardless 
of the skill assigned (if any) to the button. The administered association of an 
Assist button with a particular skill and assigned supervisor is not affected when 
an EAS agent logs into that station.
Audible Message Waiting
If messages are waiting for an EAS agent login-ID extension, an a gent will hear  a 
special 5-burst EAS Login-ID Message Waiting tone (instead of confirmation 
tone)  after successfully lo g ging in.  This does not require Audible Message 
Waiting to be assigned to the voice terminal or the system.
If Audible Message Waiting is optioned for the system and assigned to an 
agent’s voice terminal, and messages are waiting for the a gent login ID 
extension, the agent will  hear the Audible Message Waiting tone whenever the 
agent goes off-hook, or selects a line a p pearance and hears dial tone.  
Messages  waiting for the physical extension will not cause an Audible Message 
Waiting tone when an EAS a gent is logg e d in.
Auto-Available Skills
If a skill hunt group is administered as an Auto-Available Skill (AAS), the EAS 
Login IDs assigned to this skill must also be a dministered as Auto-Available. 
When the switch reinitializes, these Login IDs are automatically logged in with the 
AUTO-IN work mode. If any switch features attempt to change the work mode  to 
anything except AUTO-IN, this attempt is denied.   Agents cannot have b oth 
Auto-Available and Non-Auto-Available Skills. This feature is not intend e d for 
human agents. 
						

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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, agents are tracked by physical 
extensions. With G3V3 and later releases, it is possible to administer 
BCMS/VuStats Login IDs. Ag ents can then be tracked based on these IDs.
BCMS tracks Direct Agent calls as skill calls. Direct Agent calls affect ACD talk 
time, ACW time, and Average Speed of Answer.  Whenever Direct Agent calls 
are waiting, BCMS displays an asterisk immediately after the CALLS WAITING 
column.
Bridging
ACD calls do not alert on bridged appearances. However, bridged users can 
activate features on behalf of agents. Features that can b e activated include: log 
in, log out, change work modes, and assist.
Call Coverage
Call coverage c an occur whether or not the agent is logged in.  If the a gent is not 
logged in, the busy criteria is met and the call follows the points on the coverage 
path.  If the agent is logged in but fails to answer, the d on’t answer criteria is met 
and the call follows the points on the coverage path. A call to the Login ID g oes 
to the coverage path assigned to the Login ID rather than to the coverage path 
assigned to the voice terminal extension.
Call Forwarding
Skill hunt groups (since they are vector-controlled)  cannot be call forward ed. 
EAS agent Login IDs cannot be forwarded, but the physical extension where the 
EAS a gent is logg e d in can be forwarded. If another station (with console 
permissions) tries to forward an EAS Login ID, an interc ept is given.
Call Park
To retrieve a parked call via a Feature Access Code (FAC), the agent dials the 
Answer-Back FAC and the extension where the call is parked. If the person un-
parking the call  dials the Answer-Back FAC and the physical extension of the 
station where the call is parked, they are connected to the p arked call. 
						

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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 COR with Direct Ag ent Calling set 
to “y.” If the station un-parking the call is a logged in agent, then the COR of the 
logical agent extension must have Direct Agent Calling set to “y.”
Call Pickup
Skill hunt group extensions and EAS Login ID  extensions cannot be members of 
a Call Pickup group.
Class of Restriction
Skill hunt groups do have a Class of Restriction (COR).  The COR is used if the 
skill hunt group extension is called directly. The COR for an EAS agent Login ID 
overrides the physical extension’s COR of the voice terminal that an agent 
logged into.
Class of Service
EAS agents d o not have a COS associated with their Login ID.   Instead, the COS 
is associated with the physical extension. Therefore, the COS of the voice 
terminal is not affected when an EAS agent logs into that terminal.
Dial Plan
Agent Login IDs are p art of the dial plan, and they reduce the total number of 
stations.
Direct Agent Calling
If a called EAS Ag ent Login ID and the call originator (extension, trunk, or VDN) 
b oth have a COR that allows Direct Agent calls, the call to the Login ID is treated 
as  a Direct Agent call.  A call to the voice terminal extension  where an EAS 
agent is logged in, or a call to an EAS Agent LoginID where either the originator’s 
or the LoginID’s COR d oes not allow Direct Agent calls, is treated as a personal 
(non-ACD) call. 
Displays—Voice Terminal
When an EAS a gent is logg ed in, the display for  originators who call the Login ID  
shows the Login ID and agent name (as administered via the Agent Login ID 
form). Calls originated by the agent show the Agent Login ID and agent name at 
the receiving terminal’s display. However, with G3V4 and later releases, the user 
can display the name of the physical terminal where the EAS agent is logged in. 
The user must be active on a call with the agent, and must have a terminal with  
						

							Interactions Involving EAS
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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 Look-Ahead Interflow 
command to a VDN with the same skills assigned can provide a mapping of the 
skills.
Multiple Split Queuing
When EAS is enabled, the Multiple Split  Queuing feature is c alled Multiple Skill 
Queuing, which has the same functionality. With Multiple Split/Skill Queuing a call 
can only queue to a maximum of 3 splits/skills.
OCM/EAS
If EAS is enabled on the DEFINITY switch, The Outbound Call Management 
(OCM)/Exp ert Agent Selection (EAS) feature is required for a CallVisor ASAI 
adjunct application to launch predictive Outbound Call Management (OCM) 
calls. Predictive Calling is an OCM feature that is often used in a pp lications, such 
as sales or ‘‘cold-calling,’’ where it d oes not matter which agent is accessed by a 
caller and for which it is important to keep the agents utilized fully.
While OCM predictive calling is an outbound call management application, the 
EAS environment provides a number of desirable features for inbound call 
handling. The OCM/EAS feature allows the customer to enable both types of call 
handling on the switch. From a technical standpoint, if EAS is enabled, the 
feature is needed for the following reasons:
nAll skill hunt groups are vector-controlled. (However, to launch a 
predictive OCM call in a traditional ACD environment, the ACD split 
cannot be vector-controlled.)
nThe traditional ACD environment and EAS cannot be enabled on the 
switch at the same time.
The OCM/EAS feature extends the ASAI features to include launching predictive 
OCM calls from a VDN extension.  Previously, ASAI hosts could launch predictive 
calls only from ACD split extensions.  A limited number of Call Vectoring 
commands are supported in the VDNs used to launch or p rocess OCM 
predictive calls. These commands are listed in the following section. 
						

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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 administered with Queue Status Indicator buttons 
and lamp s for skill hunt groups that operate in the same manner as split Queue 
Status Indicators for traditional ACD splits. As long as enough buttons are 
available, Queue Status Indicators can be administered for all skills need e d by 
agents  using that p hysical extension. Also, any waiting Direct Ag ent c alls are not 
reflected in the q ueue status indicators.
Service Observing
This feature is a ctivate d in the EAS environment by d ialing the p hysical extension 
of the terminal where an EAS agent is logg e d in. With G3V3 and later releases it 
also can be activated by dialing the EAS agent loginID.
Table 10-14. Commands for OCM Predictive Calls
Command Comment
queue-to main skill 
(single occurrence)This command queues the call for handling by an 
agent in the skill pool.
announcementThis command plays an announcement if there are 
no agents available and if the queue (if any) is full.
stopThis command ends vector processing. The 
c ommand also disconnects any call that is not 
q ueued.
adjunct routingEAS sup ports adjunct routing to any of the following: 
skill extension, direct agent call, announcement, or 
local extension.  The command does not involve 
routing to an external number.
wait-timeNOTE: This command is used with the adjunct 
routing
 step to determine how long the switch will wait 
for an adjunct route before continuing with vector 
p rocessing.