AT&T 555-230-520 Using CMS in an EAS Environment, Tracking Entities, Agents and their Skills

Interactions Between Call Vectoring/EAS and

BCMS/CMS

Using CMS in an EAS Environment

CMS R3V2 or a later release is required to support Expert Agent Selection (EAS). The same tracking and database items used within a traditional Call Vectoring environment are used within an EAS environment. In addition, CMS split tables are used to track the equivalent skill hunt group information. However, for EAS, these tables are expanded to handle four skills per agent. Finally, all existing custom reports should work when you are upgrading to EAS.

Tracking Entities

The following sections explain how the following entities are tracked in an environment with EAS optioned:

■Agents and their skills

■Direct Agent Calls

■Non-ACD Calls

■VDN Skill Preferences

Agents and their Skills

The fields under the ‘‘Extn’’ column in the CMS Real-Time Agent Report show the voice terminal extension that the agent is logged into. These fields can be used to locate the agent or to service observe the agent.

With EAS optioned, the Skill Status Report replaces the Split Status Report. This report indicates the skills logged into and whether each skill is a primary or secondary skill. If too many calls are waiting, or if calls are waiting too long (also shown on the Skill Status report), it is possible that not enough agents have the skill shown as a primary skill. Agents with multiple skills always handle waiting primary skill calls first. If Expert Agent Distribution (EAD) is assigned to the primary skill, secondary agents may have much longer available times than primary agents because calls always go to primary agents first if any such agents are available.

If an agent logs into some but not all of the skills assigned to the agent, the Skill Status report shows only the skills logged into. An agent may be denied login to some skills if the maximum agents/skill number is met or if the CMS limit on agent/skill pairs logged in has been reached.

The Login/Logout Historical Report also lists the agent’s skills and whether the skills are primary or secondary.

Direct Agent Calls

Waiting Direct Agent calls are not included in the ‘‘Calls waiting’’ and‘Oldest Call Waiting’’ report fields for skills because such calls are not skill calls. However, Direct Agent Calls are included in these two report fields for VDNs.

F-16Issue 4 September 1995