Interactions Involving EAS

Multiple Monitors

Multiple Monitors provides the ability for up to three ASAI applications to monitor the same ACD Split or VDN domain.

This is not only helpful in environments were ICM is primary, it can also be used to add an OCM application to launch calls at off-peak times without disrupting the primary application in any way. Multiple Monitors can also be used to monitor an ACD split over 2 links in call environments where ASAI link failure recovery is important.

Value Queries

Value queries function identically in the EAS and traditional environments, except that the Extension Type/Class Information Query returns a new indication that a requested extension is an EAS Login ID along with an indication of whether the Login ID is currently logged in and where (in other words, at which physical extension).

Event Notification

Because all skill hunt groups are vector-controlled, event notification may not be requested on the basis of a skill hunt group extension. Event notification may, however, be requested on the basis of a controlling VDN extension. Generally, all event reports involving EAS agents contain the agent’s physical extension rather than the agent’s Login ID.

Adjunct-Controlled Skills

Agents with adjunct-controlled skills are considered to be adjunct-controlled agents. Adjunct-controlled agents exhibit the same behavior as agents within adjunct-controlled splits in the traditional ACD environment. The following list provides more details:

Stations are locked for all logged-in adjunct-controlled agents. The only action an agent can take from the station is to go onhook (or unplug the headset) from an auto-answer station, which causes the agent to be logged out.

Stations are unlocked whenever the controlling adjunct’s ASAI link goes down. Stations are locked again when the adjunct’s link is reestablished.

The adjunct controls all skill/agent activities such as login, logout and change work-mode (with the exception of agent logout via onhook).

Only adjunct-controlled calls can terminate to the extension of an adjunct- controlled agent.

Only adjunct-controlled calls can terminate to an adjunct-controlled skill hunt group extension.

Issue 4 September 1995 10-33

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AT&T 555-230-520 manual Multiple Monitors, Value Queries, Event Notification, Adjunct-Controlled Skills