AT&T 555-230-520 manual Commands for OCM Predictive Calls, Queue Status Indications

Expert Agent Selection

Commands for OCM Predictive Calls

The Call Vectoring commands indicated in the following table are available for processing OCM Predictive Calls. The customer must design vectors intended for processing predictive calls in such a manner that the vectors are limited to the supported steps.

The following table lists the supported commands and provides a brief comment for each command.

Table 10-14. Commands for OCM Predictive Calls

Command	Comment
queue-to main skill	This command queues the call for handling by an
(single occurrence)	agent in the skill pool.
announcement	This command plays an announcement if there are
	no agents available and if the queue (if any) is full.
stop	This command ends vector processing. The
	command also disconnects any call that is not
	queued.
adjunct routing	EAS supports adjunct routing to any of the following:
	skill extension, direct agent call, announcement, or
	local extension. The command does not involve
	routing to an external number.
wait-time	NOTE: This command is used with the adjunct
	routing step to determine how long the switch will wait
	for an adjunct route before continuing with vector
	processing.

Queue Status Indications

Physical extensions can be administered with Queue Status Indicator buttons and lamps for skill hunt groups that operate in the same manner as split Queue Status Indicators for traditional ACD splits. As long as enough buttons are available, Queue Status Indicators can be administered for all skills needed by agents using that physical extension. Also, any waiting Direct Agent calls are not reflected in the queue status indicators.

Service Observing

This feature is activated in the EAS environment by dialing the physical extension of the terminal where an EAS agent is logged in. With G3V3 and later releases it also can be activated by dialing the EAS agent loginID.

10-30Issue 4 September 1995