ACD contact center features
152 Communication Manager Guide to ACD Call Centers
Direct Agent calls are treated as ACD calls and receive zip tone answer, queue as other
ACD calls do, allow the agent to enter after call work following the call, and are measured
by BCMS and CMS.
Any of the agent’s skills can be the Direct Agent skill. When greatest need is optioned as
the Call Handling Preference, the agent always gets Direct Agent calls before any skill
calls. This is because Direct Agent calls have a higher priority than skill calls. However,
when skill level is optioned as the Call Handling Preference, the agent will get direct agent
calls first only if the direct agent skill has the agent’s highest skill level. Otherwise calls
from a skill with a higher level will be distributed before Direct Agent calls. If the Direct
Agent skill and another skill are the same skill level, the agent will always receive Direct
Agent calls before the other skill calls because Direct Agent calls have a higher priority.
A
route-to
vector command with an EAS Login ID as the destination is treated as a
Direct Agent call if the VDN and agent have the COR and the Direct Agent field is set to y.
Considerations
Station User records cannot be shared between TTI ports and EAS LoginID extensions.
This causes a reduction in the number of possible EAS LoginID extensions allowed by the
System depending on the number of administered TTI ports. For example, if 2,000 TTI
ports are administered, the maximum number of allowable EAS LoginIDs is reduced by
2,000.
EAS agent Login IDs are also tracked for personal calls. CMS uses the first skill an EAS
Agent is logged into to track personal calls. If the first logged-into skill is unmeasured, CMS
credits the agent Login ID with the personal call, but no skill hunt group is credited with the
personal call.
The system can have either splits/skill hunt groups but not both simultaneously. Non-ACD
hunt groups can exist with either splits or skills. Skill hunt groups are required when using
EAS.
Interactions
Unless otherwise specified, the feature interactions for skill hunt groups are the same as
for vector-controlled splits.
Abbreviated Dialing
Abbreviated dialing can be used to log in/out EAS agents. Abbreviated dialing lists/buttons
can only be administered for stations.
Add/Remove Skills
In the EAS environment, agents have the ability to add and remove skills during a login
session by dialing a FAC. Other phone users with console permissions can add or remove
an agent’s skill on behalf of the agent. (Note that the ability to add and remove skills
depends on whether a user has a class of restriction (COR) that allows adding and
removing skills.)
