Agents with adjunct-controlled skills are treated as adjunct-controlled agents. Adjunct-controlled agents exhibit the same behavior as agents within adjunct-controlled splits in the traditional ACD environment. The following list provides more details:
Stations are locked for all logged-in adjunct-controlled agents. The only action an agent can take from the station is to go on hook (or unplug the headset) from an auto-answer station, which causes the agent to be logged out.
Stations are unlocked whenever the controlling adjunct’s ASAI link stops functioning. Stations are locked again when the adjunct’s link is reestablished.
The adjunct controls all skill and agent activities such as login, logout, and change work-mode (with the exception of agent logout using the telephone hook).
Only adjunct-controlled calls can terminate to the extension of an adjunct-controlled agent.
Only adjunct-controlled calls can terminate to an adjunct-controlled skill hunt group extension.
Adjunct-controlled EAS Agents can be administered with only one skill. Accordingly, EAS agents cannot mix adjunct-controlled and non-adjunct-controlled skills.
