Filter
Top Products
ASAI Release History
C-12 Issue 7 March 1998
based on their login identifiers (loginIDs) and to incoming calls based on the
vector directory number (VDN) associated with the calls. Incoming calls are then
delivered to the appropriate agent by matching the call’s assigned skills and the
agent’s skills.
EASe also introduces two new concepts:
■ Skill Hunt Groups
Skill hunt groups are vector controlled ACD hunt groups associated with a
single skill. All the characteristics associated with vector controlled ACD
hunt groups apply to skill hunt groups.
When EASe is enabled all ACD hunt groups become skill hunt groups.
■ Logical Agents
Logical agents are ACD agents defined independently of any physical
station or location (that is, extension). LoginIDs are associated with a set of
skills defined by the ECS administrator. A password may be defined for
each loginID to restrict their use to a specific agent. When an agent logs in,
the loginID skills become associated with the physical station/location used
to log in until the agent logs out.
When EASe is enabled all ACD agents become logical agents.
When EASe is enabled, DEFINITY G3V2 supports two types of direct agent calls:
■ Physical Direct Agent Calls
Physical direct agent calls are always available independently of EASe.
These calls can only be originated by an ASAI adjunct via a
Third_Party_Make_Call or Route_Select request with a direct agent call
option, a dest_addr (called/destination number) containing a logged-in
agent’s physical extension, and a split (domain IE) parameter containing a
hunt group extension corresponding to one of the requested agent’s skills.
Physical direct agent calls cannot be originated manually at a voice
terminal.
■ Logical Direct Agent Calls
Logical direct agent calls are only available when EASe is enabled. Logical
direct agent calls can be adjunct initiated or voice terminal initiated and
must be allowed by the originating and destination stations’ Class of
Restriction (COR). Otherwise, the call is treated as a personal call to the
specified agent (dest_addr).
Voice terminal initiated logical direct agent calls are originated when a
station user or an external party dials a logical agent’s loginID. Adjunct
initiated logical direct agent calls are initiated when an adjunct sends a
Third_Party_Make_Call, Third_Party_Auto_Dial, or Route_Select request
with a logged-in logical agent’s loginID as the dest_addr (called/destination
number).