Auto-Answer

When you set EAS to y, you can assign auto-answer settings to agent IDs on the Agent LoginID screen.

The auto-answer settings apply to the station where the agent logs in to become staffed. If the auto-answer settings for the station and the agent ID are different, the agent settings override the station settings.

Calls

To call an EAS agent, the caller dials the login ID extension. The call is extended to the physical extension where the agent with the login ID is logged in. Calls to the login ID reach the agent irrespective of the phone the agent is currently using. For example, when agents use multiple phones the agents can be reached by the login IDs irrespective of their current location.

Name

Calls to the login ID display the name associated with the login ID and not the name associated with the phone. This is also true for calls made from a phone with an agent logged in.

Coverage

When an agent logs out, or when calls go to coverage because the agent is busy, or does not answer, calls to the login ID go to the coverage path associated with the agent and not the phone. When an agent logs out, calls go to the agent’s busy coverage destination.

Restrictions

Calls to the login ID or from the agent use the restrictions associated with the agent, and not the phone.

Phones are fully functional when an agent is not logged in. The restrictions, coverage, and name revert to the phone administration when the agent logs out.