Instruction manual

Direct agent calling

Issue 4 May 2003 67555-233-767

Direct agent calling

Direct agent calling lets the customer’s callers automatically go directly to the

same agent whenever they call for prompt, personalized service. These

direct-to-the-agent calls are also included in their call center measurement

statistics.

Dual links to CMS

The dual links to CMS feature provides an additional TCP/IP link to a separate

CMS for full, duplicated CMS data collection functionality and high availability

CMS configuration. The same data is sent to both servers, and the administration

can be done from either server.

The ACD data is delivered over different network routes to prevent any data loss

from such conditions as:

■ ACD link failures

■ CMS hardware or software failures

■ CMS maintenance

■ CMS upgrades

Duplicate agent login ID

administration

Duplicate agent login ID administration simplifies administration of similar agent

Agent-loginID skill pair increase

Since the LINUX platform supports 20,000 administered agent-loginIDs, the

administered agent-loginID skill pairs has been increased from 65,000 to 180,000.

With this enhancement, customers could administer an average of 9 skills per

agent for the 20,000 agent-loginIDs (180,000/20,000). Customers could also

administer 9,000 agents with 20 skills each (180,000/20). The number of skill

pairs is administered on the

DISPLAY CAPACITY SAT form using the

Administered Logical Agent-Skill Pairs field.

NOTE:

This capacity increase applies only to the S8700 Media Server and other

configurations that have the S8700 capacities.