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Contents
viii Issue 4 September 1995
Receiving and Implementing the Call Route 9-7
■ Multiple Outstanding Route Requests 9-8
User Scenarios 9-9
10 Expert Agent Selection 10-1
■ Introduction 10-1
■ Identifying Caller Needs 10-2
DNIS/ISDN Called Party 10-4
Call Prompting/VRU Digits 10-4
Host Database Lookup 10-5
Direct Agent Calling 10-5
■ Functions and Examples 10-5
Administering Skills 10-5
VDN Skills 10-7
Vector Directory Number (VDN) Form 10-10
Call Vector Form 10-11
Agent Skills 10-11
Delivering the Call to the Skill Queue 10-13
Procedure Using Call Prompting 10-14
Super Agent Pool 10-15
Routing the Call to an Agent 10-18
Delivery from a Skill Hunt Group 10-18
ACD Login ID Dialing 10-22
■ Interactions Involving EAS 10-25
Feature Interactions 10-25
Abbreviated Dialing 10-25
Administration Without Hardware 10-25
Agents in Multiple Splits Feature 10-25
Agent Work Modes 10-26
Assist 10-26
Audible Message Waiting 10-26
Auto-Available Skills 10-26
Automatic Answering with Zip Tone 10-27
Basic CMS 10-27
Bridging 10-27
Call Coverage 10-27