Expert Agent Selection

Last Updated : Oct 03, 2016 |

Before you begin

Ensure that the following fields on the System-Parameters Customer-Options screen are administered as y:

  • ACD

  • Expert Agent Selection (EAS)

  • EAS-PHD

  • Vectoring (Basic)

Ensure that the Direct Agent Calling field on the Class of Restriction screen is administered as y.

Procedure

  1. At the command prompt, type change system-parameters features and press Enter.
  2. Administer the following fields on the Feature-Related System Parameters screen:

    • Direct Agent Announcement Extension/Delay

    • Expert Agent Selection (EAS) Enabled

    • Message Waiting Lamp Indicates Status For

    • Minimum Agent-loginID Password Length

    • Work Mode on Login

  3. Press Enter to save the changes.

Result

Skill hunt groups replace splits. Help messages, error messages, and field titles change from split to skill.

Physical aspects of the phone, such as the set type and button layout, do not change as these aspects are associated with the phone and not the login ID.