AT&T 555-230-520 manual Converting a Call Center to Eask, Introduction

Converting a Call Center to EASK

Introduction

The procedures in this appendix provide guidelines for upgrading a call center from a non-EAS ACD environment to an EAS ACD environment. The primary activities involved in this conversion are:

■Step 1: Pre-EAS Cutover Administration for the G3V2 (or later) Switch

■Step 2: Pre-EAS Cutover Administration for CMS

■Step 3: Pre-EAS Cutover Administration for AUDIX

■Step 4: Pre-EAS Cutover Administration for Messaging Server

■Step 5: Pre-EAS Cutover Administration for ASAI

■Step 6: EAS Cutover

For more information on various approaches that may be used to cut over to EAS, refer to the CMS Administration documents.

Before the transition to EAS takes place, decisions must be made concerning:

■Which area of the current dial plan is to be used for EAS agent loginIDs. EAS agent loginIDs cannot conflict with already defined extension numbers (for example, an EAS agent loginID cannot be the same as a station extension number).

■Whether the current incoming call routing through VDNs and vectors will remain the same after the EAS upgrade, or whether new VDNs and/or vectors are required.

■How incoming call traffic is to be handled during EAS cutover.

Issue 4 September 1995 K-1