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Agent IDs and Telephony Login IDs
Issue 2.1 August 2003 15
Agent IDs and Telephony Login IDs
Call center agents can identify themselves to the system in two ways: with an Agent ID or
with a Telephony Login ID.
The Agent ID
An Agent ID is used with ACD phones. Agents log into the phone system using Agent IDs
and assign IDs to the phoneset currently used by the agent. The switch automatically
routes calls for that Agent ID to that phone set.
The login procedure varies for each system. For example, using the Aspect switch, agents
must physically log into the phoneset. From Avaya Computer Telephony for IC, agents can
then be called through their Telephony IDs, Agent IDs, or the queue. With the DEFINITY
switch, agents can log in physically or through Avaya Computer Telephony for IC. Agents
then be called through Telephony IDs, Agent IDs, the queue, or the equipment number of
the phone set.
The Telephony Login ID
In the Telephony system, agents log in using a Telephony Login ID . For a simple phone,
Avaya Computer Telephony for IC maps this Login ID to the physical phoneset. There is
no switch involvement with the login of a simple phone. For an ACD phone, Avaya
Computer Telephony for IC maps this Login ID to an Agent ID.
With some phone systems, IC Manager can be used to establish default assignments in
the Directory Server, so that only the Telephony Login ID (and password) is needed.
These assignments can be overridden during a VTel Login.