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How Direct Agent calling works
Direct Agent calling works as described below:
Callers can dial the agent's Login ID as part of a DID or from auto attendant as an
extension number.
DA calls have a special ringing sound, regardless of the agent's work state, and the
current work mode button on the agent's telephone flashes.
If the agent is on a call, he or she can use multiple call handling to decide whether to put
the call on hold in order to take the DA call.
If the agent is available, the call is delivered according to the answering and alerting
options.
If the agent is not available, or if multiple call handling is not used, call coverage or
RONA routes the call to backup.
While on DA calls, agents are unavailable for subsequent ACD calls. If the agent logs off
by unplugging the headset, he or she can still answer a DA call in the queue by logging
back in and becoming available. Agents who have DA calls waiting are not allowed to
log off using a FAC. If the agent is in Manual In mode or pushes the After Call Work
(ACW) button while on a direct-agent call, the agent goes to ACW mode.
Generally, direct-agent calls are queued and served in first-in, first-out order before other
calls, including priority calls. However, if you administer a skill level for Call Handling
Preference, direct-agent calls must be assigned the highest priority for them to be
delivered before other ACD calls. Otherwise, calls with a higher skill level are distributed
before direct-agent calls.
Note that you can use Multiple Call Handling (MCH) to allow agents to answer a direct
agent call with another ACD call active.
Direct-agent calls follow the receiving agent's coverage and call forwarding paths, if these
features are administered. Once a call goes to coverage or is forwarded, the call is no
longer treated as a direct-agent call, and CMS is informed that the call has been
forwarded.
Administering Direct Agent calling
To administer Direct Agent calling:
On the Agent LoginID form, you enter the agent's Direct Agent Skill. It is suggested that
you use the Hunt Group form to set up a skill for all DA calls. This skill will:
— Tell the communication server how to handle calls to the skill and
— Show report users how much time each agent has spent on DA calls.
Note:
Any agent who will receive direct agent calls should have at least one non-
Note:
reserve skill assigned to the agent loginID.
Add the skill to the agent's administered skills on this form.
Automatic Call Distribution
Issue 1.0 May 2003
85
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