AT&T 555-230-520 manual Customer/Call Center Needs Skill Name Skill Number, Ucd/ Ead Cor

Call Vectoring/G3 EAS Option

With EAS, most hunt groups tend to use EAD to allow callers to reach the most expert agent. However, UCD might be used if all agents assigned a skill are equally trained and if you want equal call distribution to the agents.

4.In CMS: Dictionary: Splits/Skills, assign names to the skills.

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

Customer/Call
Center Needs	Skill Name	Skill Number	UCD/ EAD	COR
New policy — West	S ales West	1	EAD
New policy —	Sales Coast	10	EAD
West/Coast
New policy —	Sales OR	11	EAD
West/OR
New policy —	Sales CA	12	EAD
West/CA
New policy —	Sales AZ	13	EAD
West/AZ
New policy —	Sales Mountains	20	EAD
West/Mountains
New policy —	Sales CO	21	EAD
West/CO
New policy —	Sales TX	22	EAD
West/TX
New policy —	Sales NM	23	EAD
West/NM
Questions (Rate	Service	30	EAD
Quotes, Billing)
Questions (Rate	Service Coast	31	EAD
Quotes, Billing)
Questions (Rate	Service Mountains	32	EAD
Quotes, Billing)
Claims	Claims	2	EAD
Spanish Speaking	Spanish	50	UCD
Spanish Speaking	Spanish Sales	51	EAD
Sales
Spanish Speaking	Spanish Service	52	EAD
Service
Spanish Speaking	Spanish Claims	53	EAD
Claims

Issue 4 September 1995 J-11