Abbreviated Dialing (AD)

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

Administration Without Hardware (AWOH)

Although EAS login IDs are extensions without hardware, the IDs are not a part of AWOH.

Agents in multiple splits feature

With EAS, the agents in the multiple splits feature is called Agents in Multiple Skills. With the feature, an EAS agent can log in to multiple skills.

Agent work modes

With EAS enabled, an agent can be in a single work mode for all skills at any one time. For example, an agent cannot be in the AUX work mode in one skill hunt group and also available in another skill hunt group. Also, if the ACW mode button is selected, the agent is placed in ACW for the first skill that is administered and logged in to.

Assist

Use the assist button for skill hunt groups, that is, when there is one supervisor per skill hunt group. You can administer a telephone with more than one assist buttons for each skill. You can also administer an assist button with no associated skill. In this case, the supervisor for the skill that the agent is currently active on is called. If the agent is not active on any skill, the supervisor for the agent’s first skill is called.

The assist button selected is tracked as an assist for the current call, regardless of the skill assigned to the button. The administered association of an assist button with a particular skill and assigned supervisor is not affected when an EAS agent logs in to the station.

Audible message waiting

If messages are waiting for an EAS agent login-ID extension, an agent hears a special 5-burst EAS Login-ID Message Waiting tone, instead of a confirmation tone, after successfully logging in. This does not require Audible Message Waiting to be assigned to the telephone or the system.

If Audible Message Waiting is enabled and assigned to an agent’s telephone and messages are waiting for the agent login ID extension, the agent hears the Audible Message Waiting tone whenever the agent goes off-hook, or selects a line appearance and hears dial tone. Messages that are waiting for the physical extension do not cause an Audible Message Waiting tone when an EAS agent is logged in.

Auto-Available Skills (AAS)

If a skill hunt group is administered as an AAS, the EAS login IDs assigned to the skill must also be administered as Auto-Available. When the switch re-initializes, the login IDs are automatically logged in with the auto-in work mode. If any switch features attempt to change the work mode to anything except auto-in, this attempt is denied. Agents cannot have both Auto-Available and Non-Auto-Available Skills. This feature 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.

Basic Call Management System (BCMS)

The BCMS user interface remains the same when EAS is enabled. The only change is that the labeling of the headings is changed from split to skill. When EAS is enabled, BCMS agent reports are based on the agent login IDs.

BCMS tracks DAC calls as skill calls. DACs affect ACD talk time, ACW time, and ASA. When DACs are waiting, BCMS displays an asterisk (*) immediately after the CALLS WAITING column.

Best Service Routing (BSR)

EAS VDN skills, 1st, 2nd, and 3rd, can be used in the consider split or skill commands. EAS skills levels are used for the EAD-MIA and EAD-LOA BSR Available Agent Strategies.

Bridging

ACD calls do not alert on bridged appearances. However, bridged users can activate features on behalf of agents. Features that can be activated include log in, log out, change work modes, and assist.

Call Coverage

Call Coverage can occur whether or not an 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.

Call Detail Recording (CDR)

For skill calls, the called party field can optionally be the agent login ID.

Call Forwarding

Since skill hunt groups are vector-controlled, skill hunt groups 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. If another station with console permissions tries to forward an EAS login ID, an intercept tone is given.

Call Park

To retrieve a parked call by an FAC, the agent dials the Answer-Back FAC and the extension where the call is parked. If the person who is unparking the call dials the Answer-Back FAC and the physical extension of the station where the call is parked, the person is connected to the parked call.

In some cases, the person who is unparking the call can also be able to dial the Answer-Back FAC and the logical agent extension of the agent who parked the call. This operation is possible if the COR of both the agent parking the call and the telephone or agent who is unparking the call have a COR with the DAC field set to y. If the telephone that is unparking the call is not a logged-in agent, the telephone must have a COR with DAC set to y. If the station that is unparking the call is a logged in agent, then the COR of the logical agent extension must have DAC set to y.

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. The COR is used if the skill hunt group extension is called directly. The COR for an EAS agent login ID overrides the physical extension’s COR of the telephone that an agent logged in to.

Class of Service (COS)

EAS agents do not have a COS associated with their login ID. Instead, the COS is associated with the physical extension. Therefore, the COS of the telephone is not affected when an EAS agent logs in to that telephone.

Dial Plan

Agent login IDs are part of the dial plan reducing the total number of stations.

Direct Agent Calling (DAC)

If a called EAS agent login ID and the call originator, that is extension, trunk, or VDN, both have a COR that allows DAC calls, the call to the login ID is treated as a DAC call. A call to the telephone extension where an EAS agent is logged in, or a call to an EAS agent login ID where either the originator’s or the login ID’s COR does not allow direct agent calls, is treated as a personal or non ACD call.

Leave Word Calling (LWC)

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

When an EAS agent is logged into 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 (LAI)

Skills are not sent to another system when a call interflows using LAI. If skills have the same meaning on both ACDs, a LAI command to a VDN with the same skills assigned can provide a mapping of the skills.

Multiple Split Queuing

When EAS is enabled, the Multiple Split Queuing feature is called Multiple Skill Queuing, which has the same functionality. With multiple split or skill queuing, a call can queue to a maximum of three splits or skills.

Outbound Call Management (OCM)/Expert Agent Selection (EAS)

If EAS is enabled, the Outbound Call Management (OCM)/EAS feature is required for a CallVisor Adjunct Switch Application Interface (ASAI) adjunct application to launch predictive OCM calls. Predictive Calling is an OCM feature often used in applications, such as sales or cold calling, where it does not matter which agent is accessed by a caller.

While OCM predictive calling is an OCM application, the EAS environment provides a number of desirable features for inbound call handling. With OCM/EAS, you can enable both types of call handling. From a technical standpoint, if EAS is enabled, the feature is required for the following reasons:

• All skill hunt groups are vector controlled. However, to launch a predictive OCM call in a traditional ACD environment, the ACD split cannot be vector-controlled.

• The traditional ACD environment and EAS cannot be enabled at the same time.

OCM/EAS extends the ASAI features to include launching predictive OCM calls from a VDN extension. Previously, ASAI hosts launched predictive calls only from ACD split extensions. A limited number of Call Vectoring commands are supported in the VDNs used to launch or process OCM predictive calls.