Call Vectoring/G3 EAS Option

Prompting

VDN Accessed

 

 

 

 

Digit

From Vector

1st Skill

2nd Skill

3rd Skill

Vector

 

 

52

50

 

 

3

6653

Spanish Claims

Spanish

 

3

 

 

53

50

 

 

 

 

 

 

 

 

The previous tables contain only a few examples of the VDNs (and, accordingly, the VDN Skill Preferences assigned to the VDNs) that the call center could assign. Be sure to determine the VDNs and VDN Skill Preferences (primary and backup skills) that you require. Also, be sure to determine if the VDNs can share a vector (as is illustrated by the second table) or if some VDNs require a separate vector (as illustrated by the first table). The second table demonstrates that individual VDNs can be accessed from within a single vector. This is accomplished via Call Prompting digits.

Note that the switch link does not have to be taken down to assign skills and Skill Preferences. Also, if you change these assignments once they are administered, the changes take effect immediately, even if there are calls in queue. As a result, calls in queue can be assigned another VDN skill, and they can be queued to another skill hunt group.

7.On the switch, administer a dial plan that differentiates between physical extensions and loginIDs. Assign a loginID to each agent. Also, determine if the agent needs the Direct Agent feature. (Will agents be taking callbacks or transferring to each other, and do you want those to be treated as ACD calls?) If so, determine the login and logout

coverage for each agent (which can be a VDN, a skill hunt group, or AUDIX). In CMS, assign to each agent a loginID (to enable the printing of the agent names on the reports). See "EAS Worksheet #4: Individual Agent Skill Worksheet Generic 3".

The following table illustrates dial plan administration:

 

 

 

Login

Logout

 

 

 

Coverage

Coverage

Agent Name

LoginID

Direct Agent

Pt1/Pt2/Pt3

Pt1/Pt2/Pt3

Randy Tyler

2000

Yes

2/6543/AUDIX

AUDIX

 

 

 

 

 

Cathy Smith

2001

Yes

4/6012/AUDIX

AUDIX

Carla Silva

2002

No

--------

-------

Trish Carara

2003

No

--------

--------

The loginID assigned on the switch and in CMS to the agent is the Logical Agent ID. The ID name assigned in the switch should match the ID name assigned in the CMS Dictionary.

Issue 4 September 1995 J-13

Page 396
Image 396
AT&T 555-230-520 manual Randy Tyler 2000 Yes 6543/AUDIX