Unless otherwise specified, the feature interactions for skill hunt groups are the same as for vector-controlled splits.
Abbreviated Dialing: Abbreviated Dialing is used to log in or log out EAS agents. Abbreviated Dialing lists/buttons can only be administered for stations.
Add/Remove Skills: In the EAS environment, agents have the ability to add and remove skills during a login session by dialing a FAC. Other phone users with console permissions can add or remove an agent’s skill on behalf of the agent. (Note that the ability to add and remove skills depends on whether a user has a class of restriction (COR) that allows adding and removing skills.)
Administration Without Hardware: EAS login ID extensions are extensions without hardware.
Login ID extensions require space in the dial plan.
Agent Work Mode States: With EAS, agents can only be in a single work mode at any one time for all their skills.
Expert Agent Selection
Assist: The Assist feature can be used with a skill hunt group (for example, where there is one supervisor per skill hunt group). When assist is selected, a call is placed to the supervisor associated with the skill for the active call.
AUDIX: Calls to the EAS agent login ID can cover to AUDIX.
Auto-Available Splits/Skills: If a skill hunt group is administered as an Auto-Available Skill (AAS) the EAS login IDs assigned to this skill must also be administered as Auto-Available.
When the communication server reinitializes, these login IDs are automatically logged in with the auto-in work-mode. If any communication server features attempt to change the work-mode to anything except to auto-in, this attempt is denied. This feature is not intended for human agents.
Automatic Answering with Zip Tone: The Automatic Answer option can only be administered for a physical extension.
Automatic Callback: Users cannot activate Automatic Callback to an EAS agent’s login ID.
They can activate Automatic Callback to the phone where the agent is logged in.
Call Forwarding: Skill hunt groups (since they 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 class of restriction. This 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 phone an EAS agent logs into.
Class of Service (COS): EAS agents do not have a COS associated with their login ID.
Therefore, the COS of the telephone is not affected when an EAS agent logs into it.
Directed Call Pickup: An EAS agent can use the Directed Call Pickup feature to pick up a call and/or have his or her calls picked up by another agent. The Class of Restriction of the agent will override the Class of Restriction of the station where the agent is logged in.
If both the station’s COR and the logged-in agent’s COR allow the call to be picked up using Directed Call Pickup, the user picking up the call can use either the station’s extension or the agent’s loginID.
ACD contact center features
156 Avaya Call Center ACD Guide February 2006
Displays - Phone: When an EAS agent logs in, the display for originators who call the login ID shows the login ID and agent name (as administered using the Agent Login ID form). Calls that the agent originates show the agent login ID and agent name at the receiving telephone display.
However, the user can display 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 telephone 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.
Calls to the physical extension show the physical extension’s number and name on the originator’s display.
Leave Word Calling: When an EAS agent is logged into a station, the agent can only retrieve LWC messages left for that agent’s login ID. To retrieve LWC messages left for that station, the agent must log out.
When an EAS agent is logged into a station, its 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’s login ID.
Look Ahead Interflow: VDN skills are not sent to another ACD/PBX when a call interflows using Look Ahead Interflow. If skills have the same meaning on both ACDs, then a Look Ahead Interflow command to a VDN with the same skills assigned can provide a mapping of the skills.
Message Waiting Lamp: The Message Waiting Lamp by default tracks the status of messages waiting for the logged in EAS agent LoginID rather than messages for the physical extension.
The operation of the Message Waiting Lamp can be changed so that it tracks the status of messages waiting for the physical extension where the agent is logged in. For more information about Feature-Related System Parameters, see Administrator Guide for Avaya Communication Manager.
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 needed by agents using that physical extension, given that enough buttons are available.
Service Observing: The Service Observing feature is activated in the EAS environment by dialing either the physical extension of the telephone where an EAS agent is logged in or the login ID of the agent.
VuStats: VuStats displays can show an agent’s skill assignments and can show some measurements by skill.