ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Setting Up a Call Center
J-18Issue  4 September 1995 
Figure J-7. EAS Worksheet #3: Customer needs Worksheet
EAS Worksheet #3
Customer Needs Worksheet Generic 3
Customer/Call Center Needs Split Name Split Number UCD/EADClass of
Restriction
When defining your skills, be aware of how you can combine skills for backup purposes. 
						

							Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-19
Figure J-8. EAS Worksheet #4: Individual Agent Skill Worksheet 
Generic 3
EAS Worksheet #4
Individual Agent Skill Worksheet Generic 3
Agent
NameClass of
RestrictionLogin
IDDirect
Agent?Login Coverage
Point 1
Point 2
Point 3Login Coverage
Point 1
Point 2
Point 3 
						

							Setting Up a Call Center
J-20Issue  4 September 1995 
Figure J-9. EAS Worksheet #5: Agent Skills Worksheet 
Generic 3
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EAS Worksheet #5
Agent Skills Worksheet Generic 3
Agent name Login IDFirst*
Skill
(P/S)Second
Skill
(P/S)Third
Skill
(P/S)Fourth
Skill
(P/S)Class
of
Restriction
* Direct agent calls go to this skill first. 
						

							Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-21
Figure J-10. EAS Worksheet #6: Skill Preferences Worksheet
EAS Worksheet #6
VDN Skill Preferences Worksheet
VDNClass of
RestrictionVDN NameSkill Preferences
1st Skill
Number2nd Skill
Number3rd Skill
NumberVector 
						

							Setting Up a Call Center
J-22Issue  4 September 1995 
Figure J-11. EAS Worksheet #7: Vector Design Worksheet
Assigned VDNsAssigned Trunk Groups
DescriptionNameVector #
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EAS Worksheet #7
Vector Design Worksheet 
						

							Issue  4 September 1995K-1 
K
Converting a Call Center to EAS
Introduction
The procedures in this appendix provide guidelines for u pgrading a call center 
from a  non-EAS ACD environment to an EAS ACD environment. The primary 
activities involved in this conversion are:
nStep 1: Pre-EAS Cutover Ad ministration for the G3V2 (or later) Switc h
nStep 2: Pre-EAS Cutover Administration for CMS
nStep 3: Pre-EAS Cutover Administration for AUDIX
nStep 4: Pre-EAS Cutover Ad ministration for Messaging Server
nStep 5: Pre-EAS Cutover Administration for ASAI
nStep 6: EAS Cutover
For more information on various a pproaches that may be used to cut over to EAS, 
refer to the CMS Ad ministration documents.
Before the transition to EAS takes place, decisions must be made concerning:
nWhich area of the current dial p lan is to be used for EAS agent loginIDs. 
EAS a gent loginIDs cannot conflict with already  defined extension 
numbers (for example, an EAS agent loginID cannot b e the same as a  
station extension number).
nWhether the current incoming call routing through VDNs and vectors will 
remain the same after the EAS u pgrade, or whether new VDNs and/or 
vectors are required.
nHow incoming call traffic is to be handled during EAS cutover. 
						

							Converting a Call Center to EAS
K-2Issue  4 September 1995 
Once these decisions are made, the pre-EAS cutover administration activities 
can be starte d in preparation for the conversion of the call center to EAS.
NOTE:
Even though EAS administration changes are b eing 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-
O ptions 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 Ac c ess 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, a dminister whether the EAS 
loginID, or the terminal extension where the EAS a gent is logg e d in, 
should appear on CDR reports by setting the Agent Login ID - Record? 
field to y or n, resp ectively. This field affects the CDR tracking for incoming 
calls only; outgoing calls made by a log g ed-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 use d to route calls to EAS a gents. If the ‘‘1st,’’ ‘‘2nd,’’ and/or 
‘‘3rd’’ skill options are to b e 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. 
						

							Step 1: Pre-EAS Cutover Ad ministration for the G3V2 (or 
later) Switc h
Issue  4 Septemb er 1995
K-3
NOTE:
Entering a y in the Skills? field  automatically causes the ACD? and 
Vector fields to be set to y. With EAS optioned, it is not possible to 
a dminister members for a skill hunt group.
7. If coverage paths are to be a dministered for EAS agents, using the 
Coverage Path a dministration form, set up the coverage paths to be 
assigned to EAS agent loginIDs.
NOTE:
There is a d ifference between c overage treatment for an EAS ‘‘Direct 
Agent’’ call (where both the calling party and called loginID have the 
Direct Agent Calling COR option set to y), and an EAS ‘‘personal’’ 
call (where either the calling party  or called loginID does not have 
the Direct Agent Calling COR option set to  y).
NOTE:
A Direct Agent call is routed to an EAS agent as an ACD-type call, 
and therefore its coverage behavior is considerably different from 
the coverage for a normal station call. For example, if an EAS agent 
is not available for an ACD call when a Direct Agent call is made to 
that a gent, the Direct Agent call will be queued in the agent’s first 
skill hunt group (after initiating a ring-ping and then fluttering the 
active  work-mode b utton at the agent’s terminal). On the other hand, 
a personal call to an EAS agent is not an ACD-type call, and its 
coverage behavior is similar to the coverage treatment for a call to a 
station extension. For examp le, a personal call to an EAS agent who 
is busy on any call appearance will result in the call being sent to an 
idle call appearance at that agent’s terminal rather than being 
queued in the agent’s first skill hunt group.
Depending on the typ e of coverage criteria desired for Direct Agent and 
personal calls to EAS loginIDs, a dminister the desired coverage path 
criteria as follows:
nTo provide coverage for a non-ACD ‘‘personal’’ call to an EAS 
loginID when the agent is lo g ged in and active on any call 
appearance, set the Active? coverage criteria to y. The Active? 
coverage criteria d oes not a p ply for a  Direct Agent call to an EAS 
loginID.
nTo provide coverage for calls to an EAS loginID when the agent is 
logg e d out, set the Busy? coverage c riteria to y. Busy c overage will 
also be a p plied to a logged-in EAS agent when:
— A Direct Agent call is ma de to the EAS agent and there are 
no available queue slots in the agent’s first skill hunt group; 
or 
						

							Converting a Call Center to EAS
K-4Issue  4 September 1995 
— A personal call is made to an EAS agent and the a gent’s 
station has no idle call appearances.
nTo provide coverage for calls to an EAS loginID when the agent is 
logg e d in b ut d oes not answer after a c ertain number of ring cycles, 
set the Don’t Answer? coverage criteria to  y, and enter a numb er 
for the desired ring time-out in the Number of Rings field.
nTo provide immediate coverage for calls to an EAS loginID  whether 
the agent is logg e d in or logg e d out, set the All? coverage criteria 
to y.
nTo provide coverage for calls to EAS loginIDs when the call is to a 
logged-in agent who has activated the Send All Calls or Go To 
Cover features, set the DND/SAC/Goto Cover? coverage criteria to  
y.
8. Up to three coverage p aths for d ifferent types of call coverage criteria may 
be linked together by a dministering the Next Path Number field on the 
Coverage Path form. If the criteria for the first coverage path are not met, 
then the criteria for the second linked coverage path are checked by the 
system, and so on. This can be used to provide different coverage paths 
for calls to an EAS loginID when the associated agent is logged in or 
logged out.
NOTE:
If a c all to a logg e d-in EAS loginID is a ‘‘personal’’ call and c overage 
goes into effect, the redirected call maintains a ‘‘simulated bridged 
appearance’’ at that agent’s terminal. The agent may still answer the 
call after redirection takes p lace by going off-hook on this line 
appearance. However, if a c all to a logged-in EAS loginID is a Direct 
Agent call, the redirected call does not maintain a simulated bridged 
appearance at the agent’s terminal. The agent may not then answer 
the call after redirection takes place.
NOTE:
If the Redirection on No Answer (RONA) feature is enabled for skill 
hunt groups, set the ring time-out interval for the RONA feature such 
that it does not conflict with the coverage ring time-out criteria.
9. If coverage paths are administered for EAS loginIDs, using the Feature-
Related System Parameters form, set the Coverage - Subsequent 
Redirection No Answer Interval field to the d esired ring time-out interval for 
calls routed to administered coverage points.
NOTE:
EAS loginIDs may be administered as coverage points for a 
coverage path, and this administered coverage no-answer interval 
applies to Direct Agent or ‘‘personal’’ calls made to these coverage 
points  as well. 
						

							Step 1: Pre-EAS Cutover Ad ministration for the G3V2 (or 
later) Switc h
Issue  4 Septemb er 1995
K-5
10. Using the COR administration form, set the Direct Agent Calling field to y 
for any COR to be assigned to a trunk or station user who may initiate a 
Direct Agent call to an EAS agent, or to be assigned to an EAS loginID that 
may receive Direct Agent calls.
11. If EAS  agent loginID passwords are to  be  administered, using the Feature-
Related System Parameters form, set the Minimum Agent-LoginID 
Password Length field to the d esired number of minimum password digits 
(0 to 9) which must be specified when agent passwords are administered 
via the Agent LoginID form. The total number of digits which may be 
assigned to a password is between the value of the Minimum Agent-
LoginID Password  Length field and 9 d igits. If a  password  is a dministered 
for an agent, this password must b e entered in addition to the a gent’s 
loginID to log in.
12. Using the Agent LoginID form, a dd the desired EAS loginIDs to be 
associated with human agents, AUDIX ports, and/or AAS (Auto-Available 
Split) VRU p orts. For human agents, the following fields are administered:
nName
nCOR
nCoverage Path (optional)
nSecurity Code (optional for Demand Print feature)
nLWC Reception (optional)
nAUDIX Name for Messaging (for MIPS only, if the  LWC Reception 
field is set to audix, or if a dministered coverage path for the agent 
has an AUDIX coverage point)
nMessaging Server  Name  for  Messaging (for MIPS only, if the  LWC 
Reception field is set to msa-spe, or if administered coverage path 
for the agent has a Messaging Server coverage point)
nPassword (optional)
nSkills - Primary/Secondary (for at least one skill)
13. For AUDIX and AAS VRU port extensions, when these ports are 
associated with ACD-type hunt groups, these extensions must be 
associated with skill hunt groups as part of the  cutover to EAS. 
Ad d itionally, for skill hunt groups used for AAS ports, the AAS? field must 
be set to y for these hunt groups before any EAS AAS a gents can be 
administered.
If AUDIX p ort extensions (such as for the Em be d ded AUDIX product) are 
not associated with an ACD hunt group, no administration is required for 
these ports as part of the cutover to EAS. For the AUDIX and/or AAS ports 
that are asso ciated with ACD hunt groups, add EAS agent loginIDs for 
these ports, where only the following fields need to be administered:
nName
nCOR