Lucent Technologies 555-230-220 manual Agent Work Modes with EAS, Priority Queuing

ASAI and Feature Interactions

—if the previous state was in the manual-in mode, then the agent returns to the after-call mode for that split and is also considered unavailable for all other splits.

Agent Work Modes with EAS

■An agent can answer a direct-agent call destined for him/her by becoming available by selecting the manual-in or auto-in work mode.

■While on a direct-agent call, the agent becomes unavailable for all subsequent direct-agent or regular ACD calls. Multiple call handling can override this.

■After disconnecting from a direct-agent call in auto-in mode, the agent becomes available for all skills logged into.

■After disconnecting from a direct-agent call in manual-in mode, the agent enters after-call-work mode and is not considered available for direct-agent or skill ACD calls on any of the skills the agent is logged into.

Priority Queuing

For detailed information about priority queueing, see the DEFINITY Enterprise Communications Server Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-521.

The Priority Queuing option has no effect on the queuing of direct-agent calls. Direct-agent calls have priority over all nondirect-agent calls and are inserted ahead of all nondirect-agent calls in the split queue but behind previously queued direct-agent calls. Therefore, an available agent can service a nondirect-agent call only if there are no direct-agent calls waiting for that agent in all the splits that the agent is logged into and available to receive ACD calls in. When there is more than one split with direct-agent calls waiting for the same agent, then the direct-agent calls with the longest queue waiting time from the splits in which the agent is available to receive ACD calls are serviced first.

Note that each queued direct-agent call occupies a queue slot administered on the Hunt Group form for the specified split.

In an EAS preference handling distribution (PHD) environment, if an agent has not been assigned the highest skill level for direct agent skill queuing, then the direct agent call will not have the highest priority unless the agent’s call handling preference is assigned as “greatest need.”

Indications of Direct-Agent Calls in Queue

When a direct-agent call joins the split queue because the destination agent is active on a call, in the after-call-work or auxiliary-work modes, then the destination agent is notified as follows:

Issue 7 May 1998 12-31