Filter
Top Products
Step 1: Pre-EAS Cutover Administration for the G3V2 (or
later) Switch
Issue 4 September 1995
K-3
NOTE:
Entering a y in the Skills? field automatically causes the ACD? and
Vector fields to be set to y. With EAS optioned, it is not possible to
administer members for a skill hunt group.
7. If coverage paths are to be administered for EAS agents, using the
Coverage Path administration form, set up the coverage paths to be
assigned to EAS agent loginIDs.
NOTE:
There is a difference between coverage treatment for an EAS ‘‘Direct
Agent’’ call (where both the calling party and called loginID have the
Direct Agent Calling COR option set to y), and an EAS ‘‘personal’’
call (where either the calling party or called loginID does not have
the Direct Agent Calling COR option set to y).
NOTE:
A Direct Agent call is routed to an EAS agent as an ACD-type call,
and therefore its coverage behavior is considerably different from
the coverage for a normal station call. For example, if an EAS agent
is not available for an ACD call when a Direct Agent call is made to
that agent, the Direct Agent call will be queued in the agent’s first
skill hunt group (after initiating a ring-ping and then fluttering the
active work-mode button at the agent’s terminal). On the other hand,
a personal call to an EAS agent is not an ACD-type call, and its
coverage behavior is similar to the coverage treatment for a call to a
station extension. For example, a personal call to an EAS agent who
is busy on any call appearance will result in the call being sent to an
idle call appearance at that agent’s terminal rather than being
queued in the agent’s first skill hunt group.
Depending on the type of coverage criteria desired for Direct Agent and
personal calls to EAS loginIDs, administer the desired coverage path
criteria as follows:
■ To provide coverage for a non-ACD ‘‘personal’’ call to an EAS
loginID when the agent is logged in and active on any call
appearance, set the Active? coverage criteria to y. The Active?
coverage criteria does not apply for a Direct Agent call to an EAS
loginID.
■ To provide coverage for calls to an EAS loginID when the agent is
logged out, set the Busy? coverage criteria to y. Busy coverage will
also be applied to a logged-in EAS agent when:
— A Direct Agent call is made to the EAS agent and there are
no available queue slots in the agent’s first skill hunt group;
or