AT&T 555-230-520 manual

Converting a Call Center to EAS

—A personal call is made to an EAS agent and the agent’s station has no idle call appearances.

■To provide coverage for calls to an EAS loginID when the agent is logged in but does not answer after a certain number of ring cycles, set the Don’t Answer? coverage criteria to y, and enter a number for the desired ring time-out in the Number of Rings field.

■To provide immediate coverage for calls to an EAS loginID whether the agent is logged in or logged out, set the All? coverage criteria to y.

■To provide coverage for calls to EAS loginIDs when the call is to a logged-in agent who has activated the Send All Calls or Go To Cover features, set the DND/SAC/Goto Cover? coverage criteria to y.

8.Up to three coverage paths for different types of call coverage criteria may be linked together by administering the Next Path Number field on the Coverage Path form. If the criteria for the first coverage path are not met, then the criteria for the second linked coverage path are checked by the system, and so on. This can be used to provide different coverage paths for calls to an EAS loginID when the associated agent is logged in or logged out.

NOTE:

If a call to a logged-in EAS loginID is a ‘‘personal’’allc and coverage goes into effect, the redirected call maintains a ‘‘simulatedbridged appearance’’ at that agent’s terminal. The agent may still answer the call after redirection takes place by going off-hook on this line appearance. However, if a call to a logged-in EAS loginID is a Direct Agent call, the redirected call does not maintain a simulated bridged appearance at the agent’s terminal. The agent may not then answer the call after redirection takes place.

NOTE:

If the Redirection on No Answer (RONA) feature is enabled for skill hunt groups, set the ring time-out interval for the RONA feature such that it does not conflict with the coverage ring time-out criteria.

9.If coverage paths are administered for EAS loginIDs, using the Feature- Related System Parameters form, set the Coverage - Subsequent Redirection No Answer Interval field to the desired ring time-out interval for calls routed to administered coverage points.

NOTE:

EAS loginIDs may be administered as coverage points for a coverage path, and this administered coverage no-answer interval applies to Direct Agent or ‘‘personal’’ calls made toheset coverage points as well.

K-4Issue 4 September 1995