AT&T 555-230-520 Remote Service Observing, Work Mode Buttons, Adjunct Interactions, Call Control

Interactions Involving EAS

Remote Service Observing

Remote access to the Service Observing (SO) FACs can be provided via the Remote Access feature or through Service Observing vectors. See "Service Observing" on page 4-16and "Creating Service Observing Vectors" on page 5- 13 for additional information.

SMDR/CDR

For skill calls, the ‘‘called arty’’p field can optionally be the Agent Login ID.

VDN Override

If VDN Override is set on the ‘‘previous’’ VDN, the VDN skills of the ‘‘current’’ VDN are used. If VDN Override is not set on the ‘‘previous’’ VDN, the VDN skills of the ‘‘previous’’ VDN areused.

Work Mode Buttons

Only a single set of agent work mode buttons is needed. If multiple buttons are assigned, all lamps for that work mode (for example, manual-in) light whenever any one button is pushed.

Adjunct Interactions

This sections discusses the adjunct interactions involving EAS.

ASAI

ASAI support for EAS may be organized into the following categories: call control, feature requests, value queries, event notification, and adjunct-controlled skills. This section provides a high-level overview of the behavior of ASAI in the EAS environment.

Call Control

Call control capabilities work exactly the same in the EAS environment as in the traditional ACD environment except for the following:

■User-classified third party make calls (calls classified by originator) may originate from an EAS Login ID and terminate to a Login ID. User- classified calls terminating to a Login ID are given the same Direct Agent treatment provided for such calls that are dialed from a station extension.

■Switch-classified third party make calls (which are classified by a call classifier board and delivered (when answered) to the originating hunt group) may originate from or terminate to EAS Login IDs.

Issue 4 September 1995 10-31