Lucent Technologies 555-230-220 Skill Hunt Groups, Logical Agents, Physical Direct Agent Calls

ASAI Release History

based on their login identifiers (loginIDs) and to incoming calls based on the vector directory number (VDN) associated with the calls. Incoming calls are then delivered to the appropriate agent by matching the call’s assigned skills and the agent’s skills.

EASe also introduces two new concepts:

■Skill Hunt Groups

Skill hunt groups are vector controlled ACD hunt groups associated with a single skill. All the characteristics associated with vector controlled ACD hunt groups apply to skill hunt groups.

When EASe is enabled all ACD hunt groups become skill hunt groups.

■Logical Agents

Logical agents are ACD agents defined independently of any physical station or location (that is, extension). LoginIDs are associated with a set of skills defined by the ECS administrator. A password may be defined for each loginID to restrict their use to a specific agent. When an agent logs in, the loginID skills become associated with the physical station/location used to log in until the agent logs out.

When EASe is enabled all ACD agents become logical agents.

When EASe is enabled, DEFINITY G3V2 supports two types of direct agent calls:

■Physical Direct Agent Calls

Physical direct agent calls are always available independently of EASe. These calls can only be originated by an ASAI adjunct via a Third_Party_Make_Call or Route_Select request with a direct agent call option, a dest_addr (called/destination number) containing a logged-in agent’s physical extension, and a split (domain IE) parameter containing a hunt group extension corresponding to one of the requested agent’s skills. Physical direct agent calls cannot be originated manually at a voice terminal.

■Logical Direct Agent Calls

Logical direct agent calls are only available when EASe is enabled. Logical direct agent calls can be adjunct initiated or voice terminal initiated and must be allowed by the originating and destination stations’ Class of Restriction (COR). Otherwise, the call is treated as a personal call to the specified agent (dest_addr).

Voice terminal initiated logical direct agent calls are originated when a station user or an external party dials a logical agent’s loginID. Adjunct initiated logical direct agent calls are initiated when an adjunct sends a Third_Party_Make_Call, Third_Party_Auto_Dial, or Route_Select request with a logged-in logical agent’s loginID as the dest_addr (called/destination number).

C-12Issue 7 March 1998