Direct Agent Skill

[RGarcia87]

In 'change agent skills' window, what does 'direct agent skill' mean and what's it for? What happens if you are multi-skilled?

 

[marcell55]

Direct Agent is when you want to count calls that go directly to an agent's extension as ACD Calls. For example, If I had a sales group of agents that gave out their agent ID as their extension, then when the customer called them back, they could dial the agent's extension and route directly to them and it would still count as an ACD call in reporting.

The "Direct Agent Skill" field allows you to determine which skill you want these calls to count for. Some people have a completely seperate skill called "Direct AGent". To set this up, you would have to check the COR of every entity that a call would go through and make sure that "Direct Agent Calling" is turned to yes. (Trunks, VDNs, Hunt Groups, and Agent IDs.) You would also need a method for customers to reach the agents directly, such as DIDs as their Agent IDs, or a menu where they can punch in the extension of the agent. Also, the agents would have to give out their agent id as their extension instead of the extension of the phone.

 

[mmcalli]

Marcell,
Good description. I've implemented a Direct Agent Skill (90) along with the Sales skill (20) and everything was OK until Sales Managment decided that "Anybody that had not made their previous days quota of outbound calls is to remain in Aux-work mode for the current day."
So now, when someone calls for the agent using their Agent ID (same as their DID #), the system sees them in Aux and sends the call right to Audix with a short half ring at the station. This means that when clients are calling them back, they cannot get the call.
Anybody got a way around this dilemma?

 

[marcell55]

Well, the agent does have the option of getting the call when in Aux. When someone calls an agent that is in AUX, it will give the short half-ring and then flash AUX for the specified number of rings that is indicated in the cover path. While it is flashing AUX, the agent has the option to select "Auto-in" and the direct agent call will ring to them. Then it would be their responsibility to put themselves back in AUX. Unfortunately, there is no way to make the phone ring for longer than that half-ring, so the agent would have to hear it during the half-ring or see it when flashing. (Also, you'll want to check how many rings you have administered as part of the cover path.)

 

[mmcalli]

Marcell,
Thanks! Sure enough, what you said is true-except for the fact that there is no indication that the call is still available to be retrieved. However, if you take it on faith and just reach over and press the Auto-In button within about 10 seconds of hearing the burst ring--the call does in fact show up on line 2. Any idea why it's not flashing the Aux button as you describe?

 

[marcell55]

That's a good question...every time that I have implemented direct agent, the Aux or ACW button has flashed when there is a ringing call. What version of switch do you have?

 

[avayaman]

I wonder if its because he doesn't have the direct agent skill number specified in the agent ID form

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail avaya@vancouver.hm

 

[mmcalli]

I've got V9.5 with most of the call-center stuff.
I've filled in the Direct Agent Skill field and also listed it in the first Skill position on the agent form with level 1.
The coverage path for all agents is simply 3 rings then off to h99(audix). Do you think the setting there might affect this? Thanks for the brain share!

 

[avayaman]

A couple of things. Make sure you have a fairly high Q length in the direct agent skill, make it a bit higher than the highest number of simultaenous calls you think will be happening. Secondly the calls will follow the agents coverage path. I would set that to higher RNA threshold than you have and make sure it DOESN'T cover on active. It can cover on busy. It should only cover on busy when the agent is logged out & I think in aux work (not sure on that one). I would set the RNA to something like 25 rings & in the direct agent annoucenment inform callers that if the agent cannot answer the call within 2 minutes they will end up in the agents VM. This gives the agent plenty of time to notice the call & clear off their current call. AS long as you give direct agent calling a service level of 1, it should be their next call before another in Q, even a skill with a service level of 1.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail avaya@vancouver.hm