AT&T 555-230-520 manual

Differences Between G2 and G3r EAS

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G2.2 restricts calls queuing to multiple skills simultaneously to skills in the same skill tens group. This also applies to VDN skills. G3 allows calls to queue to any three skills simultaneously.

G2.2 administers agents to a default skill and the agents enter their other skills after logging in. G3 administers all of the agents’ skills, and the agents are logged into all of their assigned skills during login. G3 agents cannot change their skills.

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CMS can only change an agent’s default skill on G2.2 (when the agent is unstaffed). CMS can change all skills for an agent on G3 (change affected the next time the agent logs in).

G2.2 does not support primary/secondary skills for agents. This also implies G2.2 does not support expert agent distribution (EAD). G3 does support primary/secondary agent skill assignments and EAD.

On G2.2, when a change is made to a VDN skill preference, only new calls to the VDN will be impacted by the change. On G3 when a change is made to a VDN preference, existing calls will be impacted as they encounter a vector step that references the VDN skill preference.

Issue 4 September 1995 E-13