Lucent Technologies CentreVu Explorer II, User Manual

Page: 245 / 274

CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-13
Expert Agent
Distribution (EAD) An EAS process that selects an agent when
more than one agent is available. With EAS, a
call will go to the most idle agent with the skill
as primary (skill level one). If none are
available, the call goes to an agent who is idle
and has the skill as secondary. If none are
available, the selection process continues with
progressively lower skill levels until an idle
agent is found.
Expert Agent
Selection (EAS) Expert Agent Selection (EAS) is an optional
switch feature that builds on the power of the
Call Vectoring and ACD features of the switch
to match the skills required to handle a
particular call to an agent who has at least one
of the skills that a caller requires. Agents are
assigned a single set of work mode buttons,
rather than one set per skill. This simplifies the
agent’s interface to the work mode buttons.
When the “MI” (Manual In) or “AI” (Auto In)
button is lighted, the agent is available to take
a call in any assigned skills or, in the case of
Multiple Call Handling (MCH), in any MCH
skills. The ACD queuing and the vector
commands
Queue-to-Main and Check-Backup
are used to route a call to an agent with the
appropriate skill to handle that call.