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Expert Agent Selection (Category A only)
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.
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 can't 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.
Issue 1.0 May 2003
153
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