Call routing

A call to the login ID reaches the agent independent of the telephone that the agent is currently using. In other words, such a call is sent to the telephone at which the agent is currently logged in.

If the proper Class of Restrictions (COR) is set, callers can initiate a direct agent call either by dialing the login ID extension directly or by calling a VDN that points to a vector that contains first a prompt for the login ID and then a route-to digits command. This allows external callbacks by way of Direct Inward Dialing (DID) or an 800 number. Both the receiving agent’s login ID COR and the originator’s, that is, the caller’s COR must have Direct Agent Calling (DAC) set to y. The caller’s COR is for the following:

• Telephone extension (for internal calls or transfers)

• Trunk group (for DID calls)

• VDN (for prompted calls)

If the call covers or is forwarded, the COR of the originator (or VDN) and the final agent is used. All feature functionality for ACD calls, except Queue Status indications, is available for direct agent calls.

Internal and external users can originate direct agent calls by dialing the agent’s login ID. Also, DAC can be used to transfer ACD calls from one agent to another agent.

If an agent who is receiving the direct agent call is staffed but unavailable, the call waits in front of the skill calls in the skill that is administered as the agent’s direct agent skill until either the call is answered or a coverage timeout occurs. Also, the caller hears an optional direct-agent announcement that is followed by music or silence. There is one direct agent announcement per system. The agent, on the other hand, receives a ring-ping, and the current work mode button flashes. If the agent is available, the call is delivered to the agent according to the answering and ringing options. Calls are answered and handled in the same manner as ACD calls. For more information, see Feature-Related System-Parameters screen in Administering Avaya Aura® Communication Manager.

Login ID name on the telephone display

A call to a logged-in EAS login ID by default displays the name associated with the login ID and not the name that is associated with the telephone. This is also true on the receiving party’s display for a call that is made from a telephone with an agent logged in. However, the user can display the name of the physical telephone where the EAS agent is logged in. The user must be active on a call with the agent, and must have a telephone with an alphanumeric display and an inspect button. When the inspect button is pressed during a call to or from the EAS agent, the physical telephone name of the agent is displayed.

Coverage path

Call coverage can occur whether or not the agent is logged in. If the agent is not logged in, the busy criteria is met and the call follows the points on the coverage path. If the agent is logged in but fails to answer, the don’t answer criteria is met and the call follows the points on the coverage path. A call to the login ID goes to the coverage path that is assigned to the login ID rather than to the coverage path that is assigned to the telephone extension.

Agent restrictions

A call to the login ID or from the agent uses the restrictions that are associated with the agent and not the telephone.

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

If a number of agents are sharing one telephone due to job sharing or shifts, a unique login ID extension is assigned to each agent. Therefore, when an agent is logged out, any calls to the agent login ID are sent to the coverage path of the agent. As a result, login IDs can be used to reach people independent of the location. Such people include those who use more than one phone because the people have more than one office or in the case of security guards, for example, who sit at more than one desk.

Because AAS or messaging-system ports are not mobile, the ports are administered to agent login IDs. When the AAS or AUDIX field is set to y, a field that requests the port number is brought up and the password field disappears.