Direct Agent Call option on COR

[wildcard100001]

Direct Agent Call option on COR

If I set this to "Y". Would this affect incoming ACD calls to the agent? Could they receive both types of calls?

Thanks,

Wildcard

 

[SF0751]

A Direct Agent Call is a call that is directed to a specific ACD agent, rather than to any available agent in that skill. Usually the Agent ID is a DID number is your switch. Agents can take both types of calls, but a direct agent call is given the hightest priority, and will be delivered to the agent before a skill call. Check your Call Vectoring and EAS guide for more details.

Susan
_{Why do strong arms fatigue themselves with frivolous dumbbells? To dig a vineyard is worthier exercise for men.}
^{Marcus Valerius Martialis}
Semper ubi sububi in caput tuum.

 

[marcell55]

For Direct AGent calling to actually work properly, every COR that a call touches must have Direct AGent calling turned to yes. Therefore, if a call is coming in from the outside, hits and VDN, and then punches in the extension of the agent ID, then the COR of the trunk group, VDN and the agent would need Direct calling turned to yes. You would also have to change thier agent ID to indicate which skill the direct agent calls will count towards and make that skill one of the skills in their list.
A direct agent call will ring at the agent's desk and then follow the agent id's cover path (if there is one. ) If there is not a cover path, the call will actually hold for the agent (Playing a hold announcement that can be administered in system features. )