Abbreviated Dialing

Abbreviated Dialing (AD) is used to log in or log out EAS agents. You can administer AD lists or buttons only for stations.

Add/Remove Skills

In an EAS environment, agents can use an FAC to add and remove skills during a login session.

Other phone users with console permissions can add or remove an agent skill on behalf of the agent. Note that the ability to add or remove skills depends on whether a user has a COR that allows addition and removal of skills.

Administration Without Hardware (AWOH)

EAS login IDs are extensions without hardware. Login ID extensions require space in the dial plan.

Agent Work Mode States

With EAS, agents can be in a single work mode at a given time for all the assigned skills.

Assist

You can use the Assist feature with a skill hunt group. For example, where there is one supervisor per skill hunt group. When an agent presses the assist button, a call is placed to the supervisor associated with the skill.

AUDIX™

Calls to the EAS agent login ID can cover to AUDIX™.

AAS

If you administer a skill hunt group as AAS, you must also administer the EAS login IDs that are assigned to the skill as auto-available. When Communication Manager re-initializes, the login IDs are automatically logged in with the auto-in work mode. If any Communication Manager feature causes a change to the work mode to anything other to auto-in, the change attempt is denied. AAS is not intended for human agents.

Automatic Answering with Zip Tone

Automatic Answer can be administered for an agent login ID and a physical extension. When an agent logs in to the system, the settings of the agent login ID for auto answer override the settings of the physical extension, except when the Auto Answer field value is station.

Automatic Callback

You cannot activate Automatic Callback to an EAS agent login ID. You can activate Automatic Callback to the phone where the agent is logged in.

Call Forwarding

Skill hunt groups, which are vector-controlled, cannot be call forwarded. EAS agent login IDs cannot be forwarded, but the physical extension where the EAS agent is logged in can be forwarded.

Call Park

Calls cannot be parked on the skill hunt group extension.

Call Pickup

Skill hunt group extensions and EAS login ID extensions cannot be members of a call pickup group.

Class of Restriction (COR)

Skill hunt groups do have a COR, which is used if the skill hunt group extension is called directly.

The COR for an EAS agent login ID overrides the COR of the physical extension where an EAS agent logs in.

Class of Service (COS)

EAS agents do not have a COS associated with their login ID. Therefore, the COS of the phone is not affected when an EAS agent logs in.

Directed Call Pickup

An EAS agent can use the Directed Call Pickup feature to pick up a call or have the calls picked up by another agent. The COR of the agent overrides the COR of the station where the agent is logged in.

If both the station COR and the logged-in agent COR allow the call to be picked up using Directed Call Pickup, the agent picking up the call can use either the station extension or the agent login ID.

Displays - Phone

When an EAS agent logs in, the display shows the login ID and agent name, as administered on the Agent Login ID screen. Calls that the agent originates show the agent login ID and agent name at the receiving phone display. However, other users can view the name of the physical extension where the EAS agent is logged in. To do this, the user must be active on a call with the agent and must have a phone 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 extension name of the agent is displayed.

Leave Word Calling (LWC)

Calls to the physical extension show the physical extension number and name on the originator’s display.

When an EAS agent is logged in to a station, the agent can only retrieve LWC messages left for that agent login ID. To retrieve LWC messages left for that station, the agent must log out.

When an EAS agent is logged in to a station, the message lamp defaults to tracking the status of LWC messages waiting for the station. However, you can assign the message lamp to track the status of LWC messages waiting for the agent login ID.

Look Ahead Interflow

VDN skills are not sent to another ACD or PBX when a call interflows using LAI. If skills have the same meaning on both ACDs, an LAI command to a VDN with the same skills assigned provides a mapping of the skills.

Message Waiting Lamp

The Message Waiting Lamp tracks the status of messages waiting for the logged in EAS agent login ID rather than messages for the physical extension. The operation of the Message Waiting Lamp can be changed to track the status of messages waiting for the physical extension where the agent is logged in. Setting the Message Lamp Ext field on the station to an extension other than the station default overrides the agent login ID system option for the station. The lamp does not track the logged-in agent.

Queue Status Indications

Physical extensions can be administered with Queue Status Indicator buttons and lamps for skill hunt groups. Queue Status Indicators can be administered for all skills required by agents using that physical extension, provided buttons are available.

Service Observing

Service Observing is activated in the EAS environment by dialing either the physical extension of the phone where an EAS agent is logged in or the login ID of the agent.

Tenant Partitioning and Agent Skills

Tenant Partitioning is designed to support multiple customers using the same Communication Manager. Tenant Partitioning separates entities reducing the interactions between entities in different partitions.

Assign the same partition number to agents, groups, and entities to prevent calls from blocking and to prevent any unexpected interactions that result from mixing tenant partitions. When Tenant Partitioning is active and used for restriction of service, assign the same partition number to:

• ACD agents.

• Hunt groups, splits or skills.

• Other entities involved with ACD agents and hunt groups such as VDNs and announcements.

  Note:

  An agent skill set must contain skills belonging only to the same tenant partition. Not doing so can result in unintended behavior.

VuStats

VuStats displays can show an agent skill assignment and some measurements by skill.