AT&T 555-230-520 manual Look-Ahead Interflow, Ocm/Eas

Interactions Involving EAS

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.

Calls to the physical extension show the physical extension’s number and name on the originator’s display.

Look-Ahead Interflow

Skills are not sent to another ACD/PBX when a call interflows using Look-Ahead Interflow. If skills have the same meaning on both ACDs, a Look-Ahead Interflow command to a VDN with the same skills assigned can provide a mapping of the skills.

Multiple Split Queuing

When EAS is enabled, the Multiple Split Queuing feature is called Multiple Skill Queuing, which has the same functionality. With Multiple Split/Skill Queuing a call can only queue to a maximum of 3 splits/skills.

OCM/EAS

If EAS is enabled on the DEFINITY switch, The Outbound Call Management (OCM)/Expert Agent Selection (EAS) feature is required for a CallVisor ASAI adjunct application to launch predictive Outbound Call Management (OCM) calls. Predictive Calling is an OCM feature that is often used in applications, such as sales or ‘‘cold-calling,’’ where it does not matter which agent is accessed by a caller and for which it is important to keep the agents utilized fully.

While OCM predictive calling is an outbound call management application, the EAS environment provides a number of desirable features for inbound call handling. The OCM/EAS feature allows the customer to enable both types of call handling on the switch. From a technical standpoint, if EAS is enabled, the feature is needed for the following reasons:

■All skill hunt groups are vector-controlled. (However, to launch a predictive OCM call in a traditional ACD environment, the ACD split cannot be vector-controlled.)

■The traditional ACD environment and EAS cannot be enabled on the switch at the same time.

The OCM/EAS feature extends the ASAI features to include launching predictive OCM calls from a VDN extension. Previously, ASAI hosts could launch predictive calls only from ACD split extensions. A limited number of Call Vectoring commands are supported in the VDNs used to launch or process OCM predictive calls. These commands are listed in the following section.

Issue 4 September 1995 10-29