AT&T 555-230-520 Pre-EAS Cutover Administration for CMS, Pre-EAS Cutover Administration for Audix

Converting a Call Center to EAS

■Coverage path (optional)

■AUDIX? (set to y for AUDIX ports)

■AAS? (set to y for AAS VRU ports)

■Port Extension (set to the AUDIX or AAS port extension administered in the non-EAS environment)

■Skills - Primary/Secondary (where a single skill is entered for the skill hunt group associated with the AUDIX or AAS station ports)

14.Using the Station Administration form, administer any stations to be used by EAS agents and the desired work-mode buttons for each station (if not already administered).

NOTE:

If stations are already administered with work-mode buttons associated with splits, it is NOT necessary to readminister these buttons for EAS. If new work-mode buttons are added to a station, it is not possible to enter data in the Grp field after EAS is enabled except for the AUX work-mode button (which may be administered with a hunt group number if the entered hunt group is a non-ACD hunt group).

NOTE:

Also, if more than one set of work-mode buttons is administered on a station set, these buttons may be left as is until after the cutover to EAS. After the cutover, it is desirable to remove the extra sets of work-mode buttons since EAS requires only one set of work-mode buttons for agent operations.

Step 2: Pre-EAS Cutover

Administration for CMS

If R3V2 or later release CMS is to be used at the EAS customer site, refer to the appropriate CMS Administration document for the procedures used to configure CMS for the EAS feature. This document is also helpful in providing overall planning strategies for implementing call center operations.

Step 3: Pre-EAS Cutover

Administration for AUDIX

If EAS agents’ loginIDs are administered with coverage paths that route to an AUDIX coverage point, the loginIDs for these agents must be administered via the AUDIX console so that the caller will hear the appropriate AUDIX voice responses for calls made to EAS loginIDs.

K-6Issue 4 September 1995