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Expert Agent Selection (Category A only)
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, 555-233-506.
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.
Issue 1.0 May 2003
155
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