Help on Direct Agent needed

[Scott99]

Can someone help me on Direct Agent. I haven't used this before and would like to know what happens when a skill is entered in the field "Direct Agent Skill" on the agent form. We have a VDN that routes calls to a skill but callers can call back on the smae line and have the opportunity to call the agent direct. I need to understand how this field affects the routing and how the stats are compiled on cms

Thx

 

[SF0751]

From the Call Vectoring and EAS Guide (555-230-714):

Direct Agent calling allows a call to a specific ACD agent to be treated as an ACD call. Zip-tone answer, ACW, and other ACD features can be used with Direct Agent calls. If an agent is logged in but is not available, the call queues for that agent. If the agent is not logged in, the call follows the agent's coverage path.

A copy of the Guide is located here. More detailed information on Direct Agent Calling, and the impact with CMS, vectors, etc., is available on pages 353 to 355.

Susan
Gramen artificiosum odi.