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Converting a Call Center to EAS
K-4 Issue 4 September 1995
— A personal call is made to an EAS agent and the agent’s
station has no idle call appearances.
■ To provide coverage for calls to an EAS loginID when the agent is
logged in but does not answer after a certain number of ring cycles,
set the Don’t Answer? coverage criteria to y, and enter a number
for the desired ring time-out in the Number of Rings field.
■ To provide immediate coverage for calls to an EAS loginID whether
the agent is logged in or logged out, set the All? coverage criteria
to y.
■ To provide coverage for calls to EAS loginIDs when the call is to a
logged-in agent who has activated the Send All Calls or Go To
Cover features, set the DND/SAC/Goto Cover? coverage criteria to
y.
8. Up to three coverage paths for different types of call coverage criteria may
be linked together by administering the Next Path Number field on the
Coverage Path form. If the criteria for the first coverage path are not met,
then the criteria for the second linked coverage path are checked by the
system, and so on. This can be used to provide different coverage paths
for calls to an EAS loginID when the associated agent is logged in or
logged out.
NOTE:
If a call to a logged-in EAS loginID is a ‘‘personal’’ call and coverage
goes into effect, the redirected call maintains a ‘‘simulated bridged
appearance’’ at that agent’s terminal. The agent may still answer the
call after redirection takes place by going off-hook on this line
appearance. However, if a call to a logged-in EAS loginID is a Direct
Agent call, the redirected call does not maintain a simulated bridged
appearance at the agent’s terminal. The agent may not then answer
the call after redirection takes place.
NOTE:
If the Redirection on No Answer (RONA) feature is enabled for skill
hunt groups, set the ring time-out interval for the RONA feature such
that it does not conflict with the coverage ring time-out criteria.
9. If coverage paths are administered for EAS loginIDs, using the Feature-
Related System Parameters form, set the Coverage - Subsequent
Redirection No Answer Interval field to the desired ring time-out interval for
calls routed to administered coverage points.
NOTE:
EAS loginIDs may be administered as coverage points for a
coverage path, and this administered coverage no-answer interval
applies to Direct Agent or ‘‘personal’’ calls made to these coverage
points as well.