AT&T 555-230-520 manual ACD Login ID Dialing, Agent Login ID Form

Expert Agent Selection

ACD Login ID Dialing

The ACD Login IDs used in EAS are extension numbers included in a station numbering plan but not administered as stations. These IDs are administered by using the Agent Login ID form, which appears as follows:

add agent-loginid xxxxx		Page 1 of 1
	AGENT LOGINID
Login ID: XXXXX
	Name: _______________
	COR: 1
Coverage path: ___
Security Code: ___
LWC Reception: spe		AUDIX Name for Messaging: _______
		Audible Message Waiting? _______
	Message Server Name for Messaging: _______
	AAS? n
AUDIX? n
Password: _________		Password (enter again): _________
LoginID for ISDN Display? ___
Skill	Primary/Secondary
1: ___	_________
2: ___	_________
3: ___	_________
4: ___	_________

WARNING: Agent must log in again before skill changes take effect

Figure 10-8. Agent Login ID Form

NOTE:

The AUDIX Name fields on the screen are display-only fields. These are only G3r features.

With EAS, an Agent’s ACD Login ID is associated with a specific voice terminal only when the agent actually logs in at that terminal. When the agent logs off, the association of the agent’s ACD Login ID with a specific voice terminal is removed. This capability is known as Logical Agent. If an agent does not answer a call, or if the agent is logged out, the call goes to the busy points on the coverage path.

When the agent logs in, the voice terminal display indicates the agent’s skill assignments.

The agent logs in by doing the following:

■Going off-hook or selecting a line appearance

10-22Issue 4 September 1995