AT&T 555-230-520 manual Pre-EAS Cutover Administration for the G3V2 or later Switch

Converting a Call Center to EAS

Once these decisions are made, the pre-EAS cutover administration activities can be started in preparation for the conversion of the call center to EAS.

NOTE:

Even though EAS administration changes are being made, non-EAS ACD call handling and agent operations are unaffected. When the cutover to EAS is completed, all non-EAS ACD call handling and agent operations will cease.

Step 1: Pre-EAS Cutover

Administration for the G3V2 (or later)

Switch

Perform the following activities to prepare the G3V2 (or later) switch for the cutover to EAS:

1.At administration terminal display the System-Parameters Customer- Options form and verify that the G3 version is V2 or later and that ACD, Expert Agent Selection?, and Vectoring (Basic) fields are set to y.

2.If you haven’t already done so, display the Feature Access Code form and administer the ACD Agent Feature Access Codes (for example, ‘‘Login,’’ ‘‘Logout,’’ and ‘‘Auto-In’’) as required for call center agent operations.

3.Using the CDR System Parameters form, administer whether the EAS loginID, or the terminal extension where the EAS agent is logged in, should appear on CDR reports by setting the Agent Login ID - Record? field to y or n, respectively. This field affects the CDR tracking for incoming calls only; outgoing calls made by a logged-in EAS agent are always recorded by CDR using the agent’s loginID.

4.If new VDNs are desired for the EAS environment, using the VDN administration form, administer the VDN Skills and other VDN information for the VDNs used to route calls to EAS agents. If the ‘‘1st,’’‘2nd,’’ and/or ‘‘3rd’’ skill options are to be used in the vectors or for CMS tracking associated with these VDNs, then administer the 1st Skill, 2nd Skill, and 3rd Skill fields as required.

5.If new vectors are desired for the EAS environment, using the Vector administration form, administer the vectors associated with the VDNs added in the previous step. As part of the EAS feature, the ‘‘1st,’’ ‘‘2nd,’’ or ‘‘3rd’’skill options may be used in the vector step fields where a skill hunt group is entered (rather than entering an absolute skill hunt group number). Refer to Chapter 10, "Expert Agent Selection" for more information concerning vector programming for the EAS feature.

6.If new skill hunt groups are required, using the Hunt Group administration form, administer the desired skill hunt groups.

K-2Issue 4 September 1995