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Functions and Examples
Issue 4 September 1995
10-5
In this example, the caller is requested to dial the appropriate number between
‘‘1’’ and ‘‘4 (cuatro),’’ inclusive.
Host Database Lookup
A host database lookup uses DNIS and ANI (calling party’s number) to determine
what skills are required or even the agent desired. For example, the database
may show that the caller speaks Spanish and has been working with Agent 1367.
To access host information, either ASAI or a VRU in conjunction with a
converse-
on skill
step is used.
Direct Agent Calling
Some callers might prefer to speak to the agent he or she spoke to on a previous
call. To accommodate this request, a Call Center manager can implement Direct
Agent Calling at the Call Center. The caller can dial the LoginID of the desired
agent directly. As an alternative, the caller can dial an 800 number and then be
prompted to enter the LoginID of the desired agent. Vectors can be designed to
handle the Call Prompting function.
Functions and Examples
This section explains how EAS is implemented. To this purpose, skill
administration, the delivering of calls to a skill queue, and the routing of calls to
an agent are discussed.
Administering Skills
A skill is an attribute that is:
■ Administered as a skill hunt group
■ Administered to VDNs (VDN skill preference)
■ Assigned to agents (agent skill)
A skill hunt group is administered for each skill. A skill hunt group is a set of
agents trained to meet particular customer needs.
In G3s PBP and G3vs PBP, a skill is assigned a number from ‘‘1’’ through ‘‘24’’
inclusive. In G3i, a skill is assigned a number from ‘‘1’’ through ‘‘99’’ inclusive. In
G3r, a skill is assigned a number from ‘‘1’’ through ‘‘255’’ inclusive. Generally, if
the ability ‘‘Spanish speaking’’ is assigned to skill 127, for example, it follows that
Agent skill 127 and VDN skill 127 both signify ‘‘Spanish speaking.’’ However,
note that the agent skill might be assigned a skill term that is broader than that for
the corresponding VDN skill. For example, Agent skill 127 might be labeled
‘‘bilingual.’’ The implication is that agents with skill 127 can handle calls from