With EAS, Communication Manager routes calls to agents based on the agent login ID, not the extension number of the station. The login ID must be consistent with the Communication Manager dial plan. When an agent uses a phone to log in to the system, the login ID overrides the extension ID as far as ACD tracking and characteristics, such as name and Class of Restriction (COR), are concerned.

When a specific login ID is called, Communication Manager routes the call to the phone that the agent is currently logged in to. With Logical Agent, agents can be called regardless of the phone that the agent uses. Calls to agent login IDs can be delivered as DAC calls with the correct COR set for both the originating and the receiving login ID.

Agents are not assigned to skill hunt groups with Logical Agent. Instead, an agent has specific skills that are assigned to login ID. When an agent logs in, the agent is associated with the assigned skill hunt groups and tracking begins for the assigned skills.

Call Management System (CMS) automatically measures a logical agent administered with a minimum of one measured skill when the agent logs in.

Logical Agent uses a single set of work-mode buttons for all skills, that is, an agent is available or in the AUX work mode for all skills at the same time. An agent cannot be available in some skills and in the AUX work mode in others.

Button assignments do not follow the agent login ID because the options are associated with the physical extension and not the agent login ID.