Lucent Technologies 555-230-220 manual Direct Agent Skill Level

ASAI and Feature Interactions

Direct-agent calls follow the destination agent’s coverage path. Note that this interaction is different from regular ACD calls. With regular ACD calls, the calls follow the split’s coverage path rather than the agent’s. If the priority calling option was requested, the direct-agent call follows the standard priority call rules for coverage, meaning the call does not go to coverage. Calls (either regular ACD or direct-agent) in queue remain in queue until the caller abandons or an agent answers.

The above interactions are summarized in the tables that follow.

Once the direct-agent call leaves the specified split or destination agent, it is no longer considered direct-agent; however, the call does not lose its adjunct-monitored property.

Table 12-2. Coverage Interactions for ACD Calls without Priority Calling

Without Priority Calling	Regular ACD Call	Direct-Agent Call
Split Night Service activated	forwarded	forwarded
Split Call Forwarding activated	forwarded	forwarded
Split Coverage activated	forwarded	—
Agent Call Forwarding activated	—	forwarded
Agent Send All Calls activated	—	forwarded
Agent Coverage activated	—	forwarded

Table 12-3. Coverage Interactions for ACD Calls with Priority Calling

With Priority Calling	Regular ACD Call	Direct-Agent Call
Split Night Service activated	forwarded	forwarded
Split Call Forwarding activated	forwarded	forwarded
Split Coverage activated	not forwarded	—
Agent Call Forwarding activated	—	forwarded
Agent Send All Calls activated	—	not forwarded
Agent Coverage activated	—	not forwarded

Direct Agent — Skill Level

If the Direct Agent skill queued to does not have the highest priority skill level for that agent, the direct agent call will not have the top priority unless the agent’s call handling preference is “greatest-need”.

12-34Issue 7 May 1998