Calls to an agent login ID are treated as direct agent calls if the caller and the agent have the DAC Class of Restriction (COR). Direct agent calls can be originated by stations or trunks. If the caller or agent does not have the COR, the call is treated as a normal non ACD call.
DACs are treated as ACD calls and receive a zip tone answer, queue as other ACD calls do, allow the agent to enter after call work following the call, and are measured by BCMS and CMS.
Any of the agent skills can be the direct agent skill. If you set greatest need as the Call Handling Preference, the agent always receives direct agent calls before skill calls. This is because DACs have a higher priority than skill calls. However, if you set skill level as the Call Handling Preference, the agent receives DACs first only if the direct agent skill has the highest skill level of an agent. Otherwise calls from a skill with a higher level are distributed before DACs. If the direct agent skill and another skill are the same skill level, the agent receives direct agent calls before the other skill calls because DACs have a higher priority.
A route-to vector command with an EAS login ID as the destination is treated as a DAC if the VDN and agent have the COR and the Direct Agent field is set to y.
Note:
DAC requires CallVisor Adjunct-Switch Application Interface (ASAI) or EAS. You must administer the originating and called party Class of Restrictions (CORs) to allow Direct Agent Dialing.
With DAC, callers can:
Contact a specific agent instead of a skill hunt group
Choose to wait in queue for an agent if the agent is busy
Use the agent loginID for callback and transfer
Hear a system-wide DAC delay announcement while holding
Follow the coverage path of an agent, if the agent does not answer the call immediately
