AT&T 555-230-520 manual Call Pickup, Class of Restriction, Class of Service, Dial Plan

Expert Agent Selection

In some cases, the person un-parking the call may also be able to dial the Answer-Back FAC and the logical agent extension of the agent who parked the call. This operation is possible if the Class of Restriction (COR) of both the agent parking the call and the terminal or agent un-parking the call have a COR with the Direct Agent Calling flag set to “y.” If the terminal un -parking the call is not a logged in agent, then the terminal must have a COR with Direct Agent Calling set to “y.” If the station un-parking the call is a logged in agent, then the COR of the logical agent extension must have Direct Agent Calling set to “y.”

Call Pickup

Skill hunt group extensions and EAS Login ID extensions cannot be members of a Call Pickup group.

Class of Restriction

Skill hunt groups do have a Class of Restriction (COR). The COR is used if the skill hunt group extension is called directly. The COR for an EAS agent Login ID overrides the physical extension’s COR of the voice terminal that an agent logged into.

Class of Service

EAS agents do not have a COS associated with their Login ID. Instead, the COS is associated with the physical extension. Therefore, the COS of the voice terminal is not affected when an EAS agent logs into that terminal.

Dial Plan

Agent Login IDs are part of the dial plan, and they reduce the total number of stations.

Direct Agent Calling

If a called EAS Agent Login ID and the call originator (extension, trunk, or VDN) both have a COR that allows Direct Agent calls, the call to the Login ID is treated as a Direct Agent call. A call to the voice terminal extension where an EAS agent is logged in, or a call to an EAS Agent LoginID where either the originator’s or the LoginID’s COR does not allow Direct Agent calls, is treated as a personal (non-ACD) call.

Displays—Voice Terminal

When an EAS agent is logged in, the display for originators who call the Login ID shows the Login ID and agent name (as administered via the Agent Login ID form). Calls originated by the agent show the Agent Login ID and agent name at the receiving terminal’s display. 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

10-28Issue 4 September 1995