AT&T 555-230-520 manual Agent Name Extension LoginID

Call Vectoring/Non-EAS Option

As an option, you can assign one VDN for a main number and use Call Prompting to route the call to the proper split.

The following table illustrates the guidelines given up to this point.

Customer/Call Center	Split Number	Call
Needs	(Hunt Group)	Distribution*	VDN
New policy	1	UCD	555-6543
Questions about policy,	2	UCD	555-6432
Rate Quotes, Billing
Spanish speaking for	3	DDC	555-6321
policy, service, and
claims
Claims	4	UCD	555-6210

*Options include Direct Department Calling (DDC) and Uniform Call Distribution (UCD).

Notice that this call center has only one split for all Spanish calls. However, resources permitting, you could create a New Policy split, a Service split, and a Claims split, each containing agents who speak Spanish. As an alternative, you could use one main VDN to point to a Call Prompting vector designed to route the calls to the splits.

5.On the switch, assign extensions to the agents’ physical terminal locations (see the following table).

6.In CMS: Dictionary: Login Identifications, assign each agent a unique loginID (see the following table).

Agents are known to CMS by the loginID. If assigned, reports refer to an agent by name, not by loginID.

The following table illustrates the assignments described in the previous two items:

Agent Name*	Extension	LoginID*
Randy Tyler	1231	2000
Cathy Smith	1232	2001
Carla Silva	1238	2002

* = assigned in CMS Dictionary

NOTE:

When you are adding names to extensions on the switch, the agent name should be the same name as the loginID assigned to CMS.

7. On the switch, assign agent extensions to splits (see the following table).

Issue 4 September 1995 J-3