AT&T 555-230-520 manual

Converting a Call Center to EAS

It is recommended that incoming ACD call traffic be blocked to prevent the queuing of new ACD calls to existing splits during the cutover from the non-EAS to EAS environment. Blocking of new incoming calls can be accomplished by:

■Busying out the appropriate trunk groups and/or

■Using the Vectoring form and setting the first vector step for actively used incoming call vectors to the ‘‘busy’’ step.

Once this is accomplished, perform these activities:

1.Make sure all EAS agents are logged out of all splits. If CMS or BCMS is operational, the CMS real-time reports for splits or the G3-MA/Manager 1 mon bcms split command can be used to identify the terminals where agents may still be logged in.

2.Issue the busy mis command at the administration terminal to busy-out the CMS link.

3. Issue the busy link n command at the administration terminal to busy-out any AUDIX or Messaging Server switch-to-adjunct links.

4.Issue the busy station x command at the administration terminal to busy- out any AAS ports.

5.Using the Hunt Group form, convert any ACD splits to skill hunt groups by setting the Skilled? field to y for these hunt groups.

6.Using the Feature-Related System Parameters form, set the Expert Agent Selection (EAS) Enabled? field to y, and if a R3V2 or later release CMS is installed, set the Adjunct CMS Release field.

NOTE:

The EAS feature is not compatible with the R2 and R3V1 CMS releases.

7.Release the link to CMS (if installed) by entering the release mis command at the administration terminal.

8.Inform the on-site agents that they can log into their terminals using the EAS login procedure and become available to receive ACD calls using the AUTO-IN or MANUAL-IN work-mode operations.

9.Using the Vectoring form, restore any vector steps temporarily changed to ‘‘busy’’ (to block incoming calls) toheirt previous vector step format.

10.Using the Trunk Group Administration form, if the routing for incoming trunks is to be changed to EAS-related VDNs, administer the Incoming Destination field for any trunk groups to the appropriate VDN extension number.

11.Issue the release station x command at the administration terminal to release any AAS ports (where the EAS loginID associated with each AAS port will be automatically logged in).

K-8Issue 4 September 1995