ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Interactions Involving EAS
Issue  4   September 1995
10-31
Remote Service Observing
Remote access to the Service Observing (SO) FACs can be provided via the 
Remote Access feature or through Service Observing vectors. See Service 
Observing on page 4-16 and Creating Service Observing Vectors on page 5-
13 for a d ditional information. 
SMDR/CDR
For skill calls, the ‘‘called party’’ field can optionally be the Agent Login ID.
VDN Override
If VDN Override is set on the ‘‘previous’’ VDN, the VDN skills of the ‘‘current’’ VDN 
are used. If VDN Override is not set on the ‘‘previous’’ VDN, the VDN skills of the 
‘‘previous’’ VDN are used.
Work Mode Buttons
Only a single set of agent work mo de buttons is needed. If multiple  buttons are 
assigned, all lamps for that work mode (for example, manual-in) light whenever 
any one button is pushed.
Adjunct Interactions
This sections discusses the adjunct interactions involving EAS.
ASAI
ASAI support for EAS may be organized into the following categories:  call 
control, feature requests, value q ueries, event notification, and adjunct-controlled 
skills. This section provides a high-level overview of the behavior of ASAI in the 
EAS environment.
Call Control
Call control c a pabilities work exactly the same in the EAS environment as in the 
traditional ACD environment except for the following:
nUser-classified third party make calls (calls classified by originator) may 
originate from an EAS Login ID and terminate to a Login ID.  User-
classified calls terminating to a Login ID are given the same Direct Agent 
treatment provided for such  calls that are dialed from a station extension.
nSwitch-classified third party make calls (which are classified by a call 
classifier board and delivered (when answered)  to the originating hunt 
group) may originate from or terminate to EAS Login IDs. 
						

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10-32Issue  4   September 1995
nDirect Agent third-party make calls (ACD calls terminated to a selected 
member of an ACD skill group) may be requested by including a Direct 
Agent option, an agent’s physical extension and a skill group extension 
(compatibility mode), or by requesting a user-classified third-party make 
call with a Login ID destination. The  primary differences between the two 
methods of requesting Direct Agent calls are that the comp atibility mode 
allows the adjunct to specify the skill hunt g roup to which a given Direct 
Agent call is queued and that the non-compatibility mo de allows the 
adjunct to direct the call to a Login ID, regardless of which station an 
agent is logged into. Direct Agent third-party make calls may not originate 
from an EAS Login ID.
nSupervisor assist third party make calls (supervisor assist calls originated 
by a selected memb er of an ACD split) may originate from an EAS Login 
ID, and they may terminate to an EAS Login ID. Unlike dialed Direct Agent 
calls, supervisor assist calls terminated to a Login ID behave as though 
they have been previously directed to the requested Login ID’s physical 
extension (for example, they do not cover if the requested agent is not 
logged in and if the originator’s disp lay shows the agent’s physical 
extension and not the agent’s Login ID).
nExtension (Domain) c ontrol may not b e requested for an EAS Login ID, but 
it may be requested on behalf of a Logical Agent’s physical extension. 
Auto-dial calls (calls initiated by an extension-c ontrolled station) may be 
terminated to an EAS Login ID, in which case the call is given Direct Agent 
treatment.
nAdjunct routing calls (vector calls routed by an ASAI adjunct via the 
adjunct routing Call Vectoring command) are similar to third party make 
calls. Such calls may include a Direct Agent option, an ACD a gent’s 
physical extension, and a skill extension. If this is true, these calls are 
given comp atibility mode Direct Agent treatment and may be terminated 
to an EAS Login ID (in which case they behave like dialed Direct Agent 
calls).
nIf EAS is optioned, ASAI launches OCM switch-classified or predictive 
calls from a VDN extension via the OCM/EAS feature.  On the other hand, 
to launch a predictive call in a traditional ACD environment, an adjunct 
OCM ap plication sends to the switch an ASAI request with an ACD split 
number as the ‘‘originating number.’’  The application also sends flags 
identifying the call as a switch-classified call. In the traditional ACD 
environment, the ACD split cannot be vector-controlled.
Feature Requests
In the EAS environment, a gent login, logout and change work-mode requests are 
fully supported.  Agent login requests must contain an EAS Ag ent Login ID and  
optional password (delimited by ‘#’) in the login request’s user code IE. Agent 
logout requests and change work-mode requests may contain the d esired 
agent’s physical extension or Login ID. Call Forwarding and Send all Calls 
feature requests are denied for EAS Login IDs but may be requested for EAS 
physical extensions where an EAS agent is logg e d in. 
						

							Interactions Involving EAS
Issue  4   September 1995
10-33
Multiple Monitors
Multiple Monitors provides the ability for up to three ASAI a p plications to monitor 
the same ACD Split or VDN domain.
This is not only helpful in environments were ICM is primary, it can  also be used 
to add an OCM application to launch calls at off-peak times  without disrupting 
the primary a p plication in any way.  Multiple Monitors can  also b e used to 
monitor an ACD sp lit over 2 links in call environments where  ASAI link failure 
recovery is important.
Value Queries
Value queries function identically in the EAS and traditional environments, except 
that the Extension Typ e/Class Information Query returns a new indication that a 
requested extension is an EAS Login ID along with an indication of whether the 
Login ID is currently logged in and where (in other words, at which physical 
extension).
Event Notification
Because all skill hunt groups are vector-controlled, event notification may not be 
requested on the basis of a skill hunt group extension. Event notification may, 
however, be requested on the b asis of a controlling VDN extension. Generally, all 
event reports involving EAS agents contain the agent’s physical extension rather 
than the agent’s Login ID.
Adjunct-Controlled Skills
Agents with adjunct-controlled skills are considered to be adjunct-controlled 
agents. Adjunct-controlled agents exhibit the same behavior as agents within 
adjunct-c ontrolled splits  in the traditional ACD environment.  The following list 
provides more details:
nStations are locked for all log g ed-in adjunct-controlled agents. The only 
action an agent can take from the station is to go onhook (or unplug the 
headset) from an auto-answer station, which causes the agent to be 
logged out.
nStations are unlocked whenever the controlling adjunct’s ASAI link goes 
down.  Stations are locked again when the adjunct’s link is reestablished.
nThe adjunct controls all skill/agent activities such as login, logout and 
change work-mode (with the exception of a gent logout via onhook).
nOnly adjunct-controlled calls can terminate to the extension of an adjunct-
controlled agent.
nOnly adjunct-controlled calls can terminate to an a djunct-controlled skill 
hunt group extension. 
						

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10-34Issue  4   September 1995
nAdjunct-controlled EAS Agents can be administered with only one skill.  
Accordingly, EAS agents may not mix adjunct-controlled and non-adjunct-
controlled skills.
AUDIX
Calls to the EAS Agent Login ID can cover to AUDIX. Each agent must enter his 
or her Agent Login ID when calling AUDIX to obtain messages.
AUDIX agents are assigned to EAS agent extensions.  These Login IDs are used 
for CMS and BCMS (G3V3 and later releases) trac king if the associated AUDIX 
skill hunt group is externally measured. The ‘‘aut-msg-wt’’ button can be used to 
indicate that the Login ID has a message.
An agent cannot have both AUDIX and non-AUDIX skills.
CMS (R3V2 and later releases)
The following is true for R3V2 and later release CMS Agent Tables:
nSeparate Direct Agent database items starting with ‘‘DA_’’ are tracked.
nStandard reports combine statistics for Direct Agent calls and skill calls.  
However, reports can be customized to separate these statistical 
groupings.
The following is true for R3V2 CMS Skill Tables:
nSkill queues can be monitored for Direct Agent calls on the ‘‘Queue/Agent 
Summary’’ report.
nDirect Agent calls are not tracked.
nAgent time while on a  Direct Agent call is tracked as ‘‘other’’ time.
nNon-ACD calls while in Direct Agent ACW are tracked.
The following is true for R3V2 CMS VDN/Vector Tables:
nDirect Agent calls and skill calls are combined as ACD calls.
Speech-Processing Adjuncts
Speech-processing adjuncts which have a ‘‘line’’ interface to the switch are able  
to initiate Direct Agent calls by dialing the Login ID for an agent. 
						

							EAS Agent LoginID Table
Issue  4   September 1995
10-35
EAS Agent LoginID Table
The following table indicates which DEFI NI TY features can be administered with 
an EAS Agent loginID.
Table 10-15. EAS LoginID Table
Feature Administered LoginID?
Abbreviated Dialing Buttons
   7103A Yes
   Enhanc e d Yes
   Group Yes
   Personal Yes
   System Yes
Agent-LoginID
    Port Extension No
Announcements No
Buttons
   abrdg_app No
   aut-msg-wt Yes
   brdg_app No
    busy-ind Yes
    data_ext No
   man_msg_wt No
    q-calls No
   q-time No
   signal No
Call Processing
   Auto-Callback No
   Call Forward from Agent Login ID No
   Call Forward to Ag ent Login ID Yes
   Call Park Yes
   Hundreds group No
   LWC Retriever gets lagt msgs Yes
   Service observ Agent Login ID Yes (G3V4 and later 
releases)
CDR Parameters
   Primary Extension No 
						

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10-36Issue  4   September 1995
   Secondary Extension No
Code-Calling Yes
Communication Link Form
Communication Link Digits No
Console Parameters
   CAS-backup ext No
   IAS Att Access Code No
Coverage Groups
   Answer Group Member No
   Path Yes
Measured Principals
Coverage Measurement No
Feature-Related Parameters
   ACA-referral dest. No
   ACA - long holding No
   ACA - short holding No
   Controlled out restriction No
   Controlled Terminal No
   Controlled Stn-to-Stn No
   D AA Extension No
   DID/Tie/ISDN announcement No
   Emergency Access Redirection No
 CDR output extension No
   SVN referral destination (announcement) Yes
   System LWC retriever No
   System Printer No
Hospitality Parameters
   Journal Printer No
   LWC wakeup No
   PMS ext No
   PMS log No
   Routing on Voice Synthesis No
Hunt Group Form
   Announcement extension No
Table 10-15. EAS LoginID Table
Feature Administered LoginID? 
						

							EAS Agent LoginID Table
Issue  4   September 1995
10-37
   ASAI link No
   AUDIX extension No
   Calls Warning extension No
   Member No
   Night Service No
   Supervisor Yes
   Time Warning extension No
Intercom Group Member No
Intra-switch CDR Yes
Listed Directory Number
   Member No
   Night Destination Yes
Malicious Call Trace
MCT Member No
Permanent Switched CallsNo
Personal CO LineNo
Pickup Group MemberNo
Remote Access ExtensionNo
Term Extension Group MemberNo
Trunk Group
   Night Service Yes
   Incoming Destination Yes
   Member Night Service Yes
Vector Administration
   adjunct extension No
   announcement No
   messaging Yes
   route-to Yes
Table 10-15. EAS LoginID Table
Feature Administered LoginID? 
						

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10-38Issue  4   September 1995
Upgrading to a G3 EAS Environment
For information a bout how to create a Call Center that uses EAS see Call 
Vectoring/G3 EAS Option on page J-10. For information on converting a Call 
Center to EAS, refer to Ap pendix K. 
						

							Issue  4   Septemb er 199511-1  
11
Call Vectoring Applications
Introduction
This chapter is intend e d to present several generic Call Vectoring applications a 
customer might use. Each ap p lication is based on one or more of the Call 
Vectoring features discussed in this guide. Vector Exercises are provided at the 
end of the chapter.
The following table identifies the feature(s) used within each example in this 
chapter.  The examples are numbered according to the order in which they 
a p pear within the chapter.  The name of the section in which each example 
a p pears is listed first. 
						

							Call Vectoring Applications
11-2Issue  4   Septem ber 1995
Customer Service Center
Examp le 1 presents a scenario where a customer service center is open 
weekdays from 8 a.m. until 5 p.m.  The center provides two separate telephone 
numbers.  One numb er is for ordinary customers, while the other numb er is for 
priority customers.  The following three vectors illustrate how calls to the 
customer service center are handled.
Table 11-1. Applications and Corresponding Feature(s)
Section TitleExample 
No. Feature(s) Used
Customer Service Center 1Basic Call Vectoring
Automated Attendant 2 Call Prompting
DIVA and Data/Message Collection 3Call Prompting, 
Basic Call Vectoring 
Distributed Call Centers 4 Look-Ahead Interflow, 
Basic Call Vectoring 
Help Desk 5 Adjunct Routing, 
Call Prompting, 
Basic Call Vectoring 
Insurance Agency/Service Agenc y 6Basic Call Vectoring, 
Call Prompting, 
Rolling ASA, 
EW T ,  
VDN Calls, and 
ANI Routing
Warranty Service 7Basic Call Vectoring, 
EA S
Resort Reservation Service  8 Basic Call Vectoring, 
Adjunct Routing, 
Call Prompting, 
EA S