AT&T 555-230-520 Automatic Answering with Zip Tone, Basic CMS, Bridging, Call Coverage, Call Park

Interactions Involving EAS

Automatic Answering with Zip Tone

This feature can be administered only for a physical extension. The feature is not associated with a LoginID.

Basic CMS

The Basic CMS user interface remains the same when EAS is optioned. The only change is that the labeling of the headings is changed from ‘‘split’’ to ‘‘skill.’’ With releases prior to G3V3, BCMS agent reports are based on the physical extension rather than on Login IDs. Accordingly, agents are tracked by physical extensions. With G3V3 and later releases, it is possible to administer BCMS/VuStats Login IDs. Agents can then be tracked based on these IDs.

BCMS tracks Direct Agent calls as skill calls. Direct Agent calls affect ACD talk time, ACW time, and Average Speed of Answer. Whenever Direct Agent calls are waiting, BCMS displays an asterisk immediately after the CALLS WAITING column.

Bridging

ACD calls do not alert on bridged appearances. However, bridged users can activate features on behalf of agents. Features that can be activated include: log in, log out, change work modes, and assist.

Call Coverage

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.

Call Forwarding

Skill hunt groups (since they are vector-controlled) cannot be call forwarded. EAS agent Login IDs cannot be forwarded, but the physical extension where the EAS agent is logged in can be forwarded. If another station (with console permissions) tries to forward an EAS Login ID, an intercept is given.

Call Park

To retrieve a parked call via a Feature Access Code (FAC), the agent dials the Answer-Back FAC and the extension where the call is parked. If the person un- parking the call dials the Answer-Back FAC and the physical extension of the station where the call is parked, they are connected to the parked call.

Issue 4 September 1995 10-27