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Interactions Between Call Vectoring/EAS and
BCMS/CMS
F-16 Issue 4 September 1995
Using CMS in an EAS Environment
CMS R3V2 or a later release is required to support Expert Agent Selection (EAS).
The same tracking and database items used within a traditional Call Vectoring
environment are used within an EAS environment. In addition, CMS split tables
are used to track the equivalent skill hunt group information. However, for EAS,
these tables are expanded to handle four skills per agent. Finally, all existing
custom reports should work when you are upgrading to EAS.
Tracking Entities
The following sections explain how the following entities are tracked in an
environment with EAS optioned:
■ Agents and their skills
■ Direct Agent Calls
■ Non-ACD Calls
■ VDN Skill Preferences
Agents and their Skills
The fields under the ‘‘Extn’’ column in the CMS Real-Time Agent Report show the
voice terminal extension that the agent is logged into. These fields can be used
to locate the agent or to service observe the agent.
With EAS optioned, the Skill Status Report replaces the Split Status Report. This
report indicates the skills logged into and whether each skill is a primary or
secondary skill. If too many calls are waiting, or if calls are waiting too long (also
shown on the Skill Status report), it is possible that not enough agents have the
skill shown as a primary skill. Agents with multiple skills always handle waiting
primary skill calls first. If Expert Agent Distribution (EAD) is assigned to the
primary skill, secondary agents may have much longer available times than
primary agents because calls always go to primary agents first if any such
agents are available.
If an agent logs into some but not all of the skills assigned to the agent, the Skill
Status report shows only the skills logged into. An agent may be denied login to
some skills if the maximum agents/skill number is met or if the CMS limit on
agent/skill pairs logged in has been reached.
The Login/Logout Historical Report also lists the agent’s skills and whether the
skills are primary or secondary.
Direct Agent Calls
Waiting Direct Agent calls are not included in the ‘‘Calls waiting’’ and ‘‘Oldest Call
Waiting’’ report fields for skills because such calls are not skill calls. However,
Direct Agent Calls are included in these two report fields for VDNs.