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Expert Agent Selection
10-34 Issue 4 September 1995
■ Adjunct-controlled EAS Agents can be administered with only one skill.
Accordingly, EAS agents may not mix adjunct-controlled and non-adjunct-
controlled skills.
AUDIX
Calls to the EAS Agent Login ID can cover to AUDIX. Each agent must enter his
or her Agent Login ID when calling AUDIX to obtain messages.
AUDIX agents are assigned to EAS agent extensions. These Login IDs are used
for CMS and BCMS (G3V3 and later releases) tracking if the associated AUDIX
skill hunt group is externally measured. The ‘‘aut-msg-wt’’ button can be used to
indicate that the Login ID has a message.
An agent cannot have both AUDIX and non-AUDIX skills.
CMS (R3V2 and later releases)
The following is true for R3V2 and later release CMS Agent Tables:
■ Separate Direct Agent database items starting with ‘‘DA_’’ are tracked.
■ Standard reports combine statistics for Direct Agent calls and skill calls.
However, reports can be customized to separate these statistical
groupings.
The following is true for R3V2 CMS Skill Tables:
■ Skill queues can be monitored for Direct Agent calls on the ‘‘Queue/Agent
Summary’’ report.
■ Direct Agent calls are not tracked.
■ Agent time while on a Direct Agent call is tracked as ‘‘other’’ time.
■ Non-ACD calls while in Direct Agent ACW are tracked.
The following is true for R3V2 CMS VDN/Vector Tables:
■ Direct Agent calls and skill calls are combined as ACD calls.
Speech-Processing Adjuncts
Speech-processing adjuncts which have a ‘‘line’’ interface to the switch are able
to initiate Direct Agent calls by dialing the Login ID for an agent.