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Call Vectoring/G3 EAS Option
Issue 4 September 1995
J-13
The previous tables contain only a few examples of the VDNs (and,
accordingly, the VDN Skill Preferences assigned to the VDNs) that the call
center could assign. Be sure to determine the VDNs and VDN Skill
Preferences (primary and backup skills) that you require. Also, be sure to
determine if the VDNs can share a vector (as is illustrated by the second
table) or if some VDNs require a separate vector (as illustrated by the first
table). The second table demonstrates that individual VDNs can be
accessed from within a single vector. This is accomplished via Call
Prompting digits.
Note that the switch link does not have to be taken down to assign skills
and Skill Preferences. Also, if you change these assignments once they
are administered, the changes take effect immediately, even if there are
calls in queue. As a result, calls in queue can be assigned another VDN
skill, and they can be queued to another skill hunt group.
7. On the switch, administer a dial plan that differentiates between physical
extensions and loginIDs. Assign a loginID to each agent. Also, determine
if the agent needs the Direct Agent feature. (Will agents be taking
callbacks or transferring to each other, and do you want those to be
treated as ACD calls?) If so, determine the login and logout
coverage for each agent (which can be a VDN, a skill hunt group, or
AUDIX). In CMS, assign to each agent a loginID (to enable the printing of
the agent names on the reports). See "EAS Worksheet #4: Individual Agent
Skill Worksheet Generic 3".
The following table illustrates dial plan administration:
The loginID assigned on the switch and in CMS to the agent is the Logical
Agent ID. The ID name assigned in the switch should match the ID name
assigned in the CMS Dictionary.
52 50
3 6653 Spanish Claims Spanish 3
53 50
Agent Name LoginID Direct Agent
Login
Coverage
Pt1/Pt2/Pt3
Logout
Coverage
Pt1/Pt2/Pt3
Randy Tyler 2000 Yes 2/6543/AUDIX AUDIX
Cathy Smith 2001 Yes 4/6012/AUDIX AUDIX
Carla Silva 2002 No -------- -------
Trish Carara 2003 No -------- --------
Prompting
Digit
VDN Accessed
From Vector 1st Skill 2nd Skill 3rd Skill Vector