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Expert Agent Selection
10-24 Issue 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 prompted calls)
■ If 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 agent.
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-ping, and the current work mode button
flashes. If the agent 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.
■ Login 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 button is pressed during a call to or from
the EAS agent, the physical terminal name of the agent is displayed.
■ Coverage Path
Call coverage can 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 criteria is met and the call follows the points on the coverage path.
A call to the Login ID goes to the coverage path assigned to the Login ID
rather than to the coverage path assigned to the voice terminal extension.
■ Agent Restrictions
A call to the Login ID or from the agent uses the restrictions associated
with the agent and not the voice terminal.