Detailed Administration For Eas - Avaya Communication Manager Contact Center Manual

You must also have enabled either Expert Agent Selection (EAS) or ASAI Adjunct Routing
(or both).

Detailed administration for EAS

In general, EAS uses vectors to route calls to agents with the required skills. To administer
EAS you must:
Assign skills to VDNs on the Vector Directory Number form.
Create vectors that will route a call to the correct skill.
Assign skills with priority levels to agents on the Agent Login ID form.
VDN administration
You can administer up to three VDN skill preferences on the Vector Directory Number form
in the 1st Skill, 2nd Skill and 3rd Skill fields. These fields indicate the skills that are required
to handle calls to this VDN. All of the VDN skills on the VDN form are optional. For
example, only the first and third, or only the second and third VDN skills might be assigned.
Vector steps can then refer back to these fields to route calls. For example, queue-to
skill 1st routes calls the skill administered as 1st on the VDN form.
Vector administration
When a call routes to a VDN, the VDN directs the call to the vector that is specified on the
Vector Directory number form. The vector then queues the call to the skill specified in a
vector step. You can write vectors that route calls either to specific skill numbers or to the
skill preferences administered on the Vector Directory Number form.
Required forms – Direct Agent Announcement
Form
System-Parameters
Customer-Options
Feature-Related
System Parameters
Announcements/Audio
Sources
Expert Agent Selection (Category A only)
Field
ACD
Vectoring (Basic)
Expert Agent Selection (EAS)
or
ASAI Adjunct Routing
Direct Agent Announcement Delay
Direct Agent Announcement Extension
All
Issue 1.0 May 2003 149