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Interactions Involving EAS
Issue 4 September 1995
10-31
Remote Service Observing
Remote access to the Service Observing (SO) FACs can be provided via the
Remote Access feature or through Service Observing vectors. See "Service
Observing" on page 4-16 and "Creating Service Observing Vectors" on page 5-
13 for additional information.
SMDR/CDR
For skill calls, the ‘‘called party’’ field can optionally be the Agent Login ID.
VDN Override
If VDN Override is set on the ‘‘previous’’ VDN, the VDN skills of the ‘‘current’’ VDN
are used. If VDN Override is not set on the ‘‘previous’’ VDN, the VDN skills of the
‘‘previous’’ VDN are used.
Work Mode Buttons
Only a single set of agent work mode buttons is needed. If multiple buttons are
assigned, all lamps for that work mode (for example, manual-in) light whenever
any one button is pushed.
Adjunct Interactions
This sections discusses the adjunct interactions involving EAS.
ASAI
ASAI support for EAS may be organized into the following categories: call
control, feature requests, value queries, event notification, and adjunct-controlled
skills. This section provides a high-level overview of the behavior of ASAI in the
EAS environment.
Call Control
Call control capabilities work exactly the same in the EAS environment as in the
traditional ACD environment except for the following:
■ User-classified third party make calls (calls classified by originator) may
originate from an EAS Login ID and terminate to a Login ID. User-
classified calls terminating to a Login ID are given the same Direct Agent
treatment provided for such calls that are dialed from a station extension.
■ Switch-classified third party make calls (which are classified by a call
classifier board and delivered (when answered) to the originating hunt
group) may originate from or terminate to EAS Login IDs.