AT&T 555-230-520 manual Agent Work Modes, Assist, Audible Message Waiting, Auto-Available Skills

Expert Agent Selection

Agent Work Modes

With EAS optioned, an agent can be in only a single work mode for all skills at any one time (for example, an agent cannot be in AUX work mode in one skill hunt group and also available in another skill hunt group). Also, if the After Call Work (ACW) mode button is selected, the agent is placed into ACW for the first skill administered and logged into.

Assist

This feature is used for skill hunt groups (that is, there is one supervisor per skill hunt group). A voice terminal can be administered with one or more Assist buttons for each skill that agents using the terminal might have. An Assist button can also be administered with no associated skill. In this case, the supervisor for the skill that the agent is currently active on is called. If the agent is not active on any skill, the supervisor for the agent’s first skill is called.

Any assist button selected is tracked as an assist for the current call, regardless of the skill assigned (if any) to the button. The administered association of an Assist button with a particular skill and assigned supervisor is not affected when an EAS agent logs into that station.

Audible Message Waiting

If messages are waiting for an EAS agent login-ID extension, an agent will hear a special 5-burst EAS Login-ID Message Waiting tone (instead of confirmation tone) after successfully logging in. This does not require Audible Message Waiting to be assigned to the voice terminal or the system.

If Audible Message Waiting is optioned for the system and assigned to an agent’s voice terminal, and messages are waiting for the agent login ID extension, the agent will hear the Audible Message Waiting tone whenever the agent goes off-hook, or selects a line appearance and hears dial tone. Messages waiting for the physical extension will not cause an Audible Message Waiting tone when an EAS agent is logged in.

Auto-Available Skills

If a skill hunt group is administered as an Auto-Available Skill (AAS), the EAS Login IDs assigned to this skill must also be administered as Auto-Available. When the switch reinitializes, these Login IDs are automatically logged in with the AUTO-IN work mode. If any switch features attempt to change the work mode to anything except AUTO-IN, this attempt is denied. Agents cannot have both Auto-Available and Non-Auto-Available Skills. This feature is not intended for human agents.

10-26Issue 4 September 1995