Station User records cannot be shared between TTI ports and EAS login ID extensions. This causes a reduction in the number of possible EAS login ID extensions allowed by the system depending on the number of administered TTI ports. For example, if 2,000 TTI ports are administered, the maximum number of allowable EAS login IDs is reduced by 2,000.
EAS agent login IDs are also tracked for personal calls. CMS uses the first skill an EAS agent is logged into to track personal calls. If the first logged-in skill is unmeasured, CMS credits the agent login ID with the personal call, but no skill hunt group is credited with the personal call.
The system can have either splits or skill hunt groups but not both simultaneously. Non ACD hunt groups can exist with either splits or skills. Skill hunt groups are required when using EAS.
When you implement the EAS feature, read the following EAS considerations:
With EAS, skill hunt groups replace splits. You cannot administer both skills and splits on the same Communication Manager. All ACD hunt groups must be administered as either splits or skills. If you enable EAS, all ACD hunt groups are skill hunt groups.
With EAS, all skill hunt groups except for messaging-system hunt groups must be vector-controlled.
With EAS, non-ACD hunt groups are allowed, but cannot be vector-controlled.
2
Agent login IDs are extensions in the dial plan and decrease the total number of stations that can be administered.
With EAS, agents have a different login procedure and a single set of work mode buttons, regardless of the number of skills that are assigned to the agents.
Skill hunt groups can distribute a call to the most-idle agent (UCD) or to the most-idle agent with the highest skill level for that skill (EAD). In either of these cases, the call can route to the most-idle agent for the specified skill, or to the most idle agent in all of the skills. Direct Department Call (DDC) distribution is not allowed for skill hunt groups.
With either UCD or EAD distribution, the system can be administered to deliver calls based on greatest need or skill level. This is the Call Handling Preference that is administered on the Agent LoginID screen. When calls are in the queue, greatest need delivers the highest priority oldest call waiting for any of the agent’s skills. With skill level administration, the system delivers the highest priority oldest call waiting for the agent’s highest level skill with calls in the queue.
The EAS-PHD customer option adds additional capabilities to the basic EAS capabilities.
For information about converting a basic call center to EAS, see the Planning for an Avaya Aura® Call Center Elite Implementation document.
