AT&T 555-230-520 Login ID Name on the Voice Terminal Display, Coverage Path, Agent Restrictions

Expert Agent Selection

Inward Dialing (DID) or an 800 number. Both the receiving agent’s Login ID COR and the originator’s (caller’s) COR must have ‘‘Direct gentA Calling’’ set to ‘‘y.’’ The caller’s COR is for the following:

—Voice terminal extension (for internal calls or transfers)

—Trunk group (for DID calls)

—VDN (for prompted calls)

■If the call covers or is forwarded, the COR of the originator (or VDN) and the final agent is used. All feature functionality for ACD calls, except Queue Status indications, is available for Direct Agent Calls.

Internal and external users can originate Direct Agent calls by dialing the agent’s login ID. Also, Direct Agent calling can be used to transfer ACD calls from one agent to another agent.

If an agent receiving the Direct Agent Call is staffed but unavailable, the call waits in front of the ‘‘skill’’ calls in the agent’s firstprimary skill until either the call is answered or a coverage timeout occurs. Also, the caller hears an optional direct-agent announcement followed by music or silence. There is one Direct Agent announcement per system. The agent, on the other hand, receives a ring-ping, and the current work mode button flashes. If the agent is available, the call is delivered to the agent according to the answering and alerting options. Calls are answered and handled in the same manner as ACD calls.

■Login ID Name on the Voice Terminal Display

A call to a logged-in EAS LoginID by default displays the name associated with the LoginID and not the name associated with the voice terminal. This is also true on the receiving party’s display for a call made from a voice terminal with an agent logged in. However, with G3V4 and later releases, the user can display the name of the physical terminal where the EAS agent is logged in. The user must be active on a call with the agent, and must have a terminal with an alphanumeric display and an inspect button. When the inspect button is pressed during a call to or from the EAS agent, the physical terminal name of the agent is displayed.

■Coverage Path

Call coverage can occur whether or not the agent is logged in. If the agent is not logged in, the busy criteria is met and the call follows the points on the coverage path. If the agent is logged in but fails to answer, the don’t answer criteria is met and the call follows the points on the coverage path. A call to the Login ID goes to the coverage path assigned to the Login ID rather than to the coverage path assigned to the voice terminal extension.

■Agent Restrictions

A call to the Login ID or from the agent uses the restrictions associated with the agent and not the voice terminal.

10-24Issue 4 September 1995