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Interactions Involving EAS
Issue 4 September 1995
10-27
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 ‘‘split’’ to ‘‘skill.’’ With
releases prior 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. Agents 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 be activated include: log
in, log out, change work modes, and assist.
Call Coverage
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.
Call Forwarding
Skill hunt groups (since they are vector-controlled) cannot be call forwarded.
EAS agent Login IDs cannot be forwarded, but the physical extension where the
EAS agent is logged in can be forwarded. If another station (with console
permissions) tries to forward an EAS Login ID, an intercept 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 parked call.