Filter
Top Products
Converting a Call Center to EAS
K-6 Issue 4 September 1995
■ 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.