Administering Direct Agent Announcement - Avaya Communication Manager Contact Center Manual

ACD contact center features
Required forms - EAS feature (continued)
Form
Call Vector
Feature-Related
System Parameters
1. If the Message Center field is set to AUDIX on the Hunt Group form, the Skill and ACD fields must be
set to y, but the Vector field can be set to either y or n.
EAS must be both optioned on the System Parameters Customer-Options form, and
enabled on the Feature-Related System Parameters form. Once EAS is optioned, you can
complete most of the EAS-related administration prior to enabling the feature.
When EAS is optioned on the System-Parameters Customer-Options form, Skill Hunt
Groups replace splits. In addition, help messages, error messages and field titles change
from "Split" to "Skill" on various forms.
Any EAS agent Login ID must be part of the station numbering plan.
Physical aspects of the phone, such as the set type and button layout, are associated with
the phone and not the Login ID. On the Station form with the EAS featured optioned, when
a work-mode button is selected, no "Gp" information can be entered. The assist and queue
status buttons require that "Group" be entered.

Administering Direct Agent Announcement

Direct Agent Announcement (DAA) enhances Direct Agent Calling capabilities for
CallVisor Adjunct-Switch Application Interface (ASAI) and Expert Agent Selection (EAS). It
plays an announcement to Direct Agent callers waiting in a queue. The following forms
should be administered for DAA.
148 Communication Manager Guide to ACD Call Centers
Field
All
Expert Agent Selection (EAS) Enabled
Minimum Agent-LoginId Password Length
Direct Agent Announcement Extension/Delay
Message Waiting Lamp Indicates Status For