Filter
Top Products
Expert Agent Selection
10-26 Issue 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) mode 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 agent’s first skill is called.
Any assist button 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 agent will hear a
special 5-burst EAS Login-ID Message Waiting tone (instead of confirmation
tone) after successfully logging 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 agent login ID
extension, the agent will hear the Audible Message Waiting tone whenever the
agent goes off-hook, or selects a line appearance and hears dial tone.
Messages waiting for the physical extension will not cause an Audible Message
Waiting tone when an EAS agent is logged 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 administered 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 both
Auto-Available and Non-Auto-Available Skills. This feature is not intended for
human agents.