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Expert Agent Selection
10-30 Issue 4 September 1995
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 processing predictive calls in such a manner that the vectors are limited to the
supported steps.
The following table lists the supported commands and provides a brief comment
for each command.
Queue Status Indications
Physical extensions can be administered with Queue Status Indicator buttons
and lamps 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 needed by
agents using that physical extension. Also, any waiting Direct Agent calls are not
reflected in the queue status indicators.
Service Observing
This feature is activated in the EAS environment by dialing the physical extension
of the terminal where an EAS agent is logged 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.
announcement
This command plays an announcement if there are
no agents available and if the queue (if any) is full.
stop
This command ends vector processing. The
command also disconnects any call that is not
queued.
adjunct routing
EAS supports 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-time
NOTE: 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
processing.