AT&T 555-230-520 manual Feature Requests

Expert Agent Selection

■Direct Agent third-party make calls (ACD calls terminated to a selected member of an ACD skill group) may be requested by including a Direct Agent option, an agent’s physical extension and a skill group extension (compatibility mode), or by requesting a user-classified third-party make call with a Login ID destination. The primary differences between the two methods of requesting Direct Agent calls are that the compatibility mode allows the adjunct to specify the skill hunt group to which a given Direct Agent call is queued and that the non-compatibility mode allows the adjunct to direct the call to a Login ID, regardless of which station an agent is logged into. Direct Agent third-party make calls may not originate from an EAS Login ID.

■Supervisor assist third party make calls (supervisor assist calls originated by a selected member of an ACD split) may originate from an EAS Login ID, and they may terminate to an EAS Login ID. Unlike dialed Direct Agent calls, supervisor assist calls terminated to a Login ID behave as though they have been previously directed to the requested Login ID’s physical extension (for example, they do not cover if the requested agent is not logged in and if the originator’s display shows the agent’s physical extension and not the agent’s Login ID).

■Extension (Domain) control may not be requested for an EAS Login ID, but it may be requested on behalf of a Logical Agent’s physical extension. Auto-dial calls (calls initiated by an extension-controlled station) may be terminated to an EAS Login ID, in which case the call is given Direct Agent treatment.

■Adjunct routing calls (vector calls routed by an ASAI adjunct via the adjunct routing Call Vectoring command) are similar to third party make calls. Such calls may include a Direct Agent option, an ACD agent’s physical extension, and a skill extension. If this is true, these calls are given compatibility mode Direct Agent treatment and may be terminated to an EAS Login ID (in which case they behave like dialed Direct Agent calls).

■If EAS is optioned, ASAI launches OCM switch-classified or predictive calls from a VDN extension via the OCM/EAS feature. On the other hand, to launch a predictive call in a traditional ACD environment, an adjunct OCM application sends to the switch an ASAI request with an ACD split number as the ‘‘originating number.’’ The application also sends flags identifying the call as a switch-classified call. In the traditional ACD environment, the ACD split cannot be vector-controlled.

Feature Requests

In the EAS environment, agent login, logout and change work-mode requests are fully supported. Agent login requests must contain an EAS Agent Login ID and optional password (delimited by ‘#’) in the login request’s user code IE. Agent logout requests and change work-mode requests may contain the desired agent’s physical extension or Login ID. Call Forwarding and Send all Calls feature requests are denied for EAS Login IDs but may be requested for EAS physical extensions where an EAS agent is logged in.

10-32Issue 4 September 1995