AT&T 555-230-520 manual Expert Agent Selection

Contents

Receiving and Implementing the Call Route	9-7
■ Multiple Outstanding Route Requests	9-8
User Scenarios	9-9

10	Expert Agent Selection		10-1
	■	Introduction	10-1
	■	Identifying Caller Needs	10-2
		DNIS/ISDN Called Party	10-4
		Call Prompting/VRU Digits	10-4
		Host Database Lookup	10-5
		Direct Agent Calling	10-5
	■	Functions and Examples	10-5
		Administering Skills	10-5
		VDN Skills	10-7
		Vector Directory Number (VDN) Form	10-10
		Call Vector Form	10-11
		Agent Skills	10-11
		Delivering the Call to the Skill Queue	10-13
		Procedure Using Call Prompting	10-14
		Super Agent Pool	10-15
		Routing the Call to an Agent	10-18
		Delivery from a Skill Hunt Group	10-18
		ACD Login ID Dialing	10-22
	■	Interactions Involving EAS	10-25
		Feature Interactions	10-25
		Abbreviated Dialing	10-25
		Administration Without Hardware	10-25
		Agents in Multiple Splits Feature	10-25
		Agent Work Modes	10-26
		Assist	10-26
		Audible Message Waiting	10-26
		Auto-Available Skills	10-26
		Automatic Answering with Zip Tone	10-27
		Basic CMS	10-27
		Bridging	10-27
		Call Coverage	10-27

viii Issue 4 September 1995