Pre-EAS cutover administration for Communication Manager

Last Updated : May 31, 2019 |

Procedure

  1. At the command prompt, type display system-parameters customer-options to ensure that the field option in the ACD, Expert Agent Selection, and Vectoring (Basic) fields is y.

    If you use increased capacities of Expert Agent Selection-Preference Handling Distribution (EAS-PHD), ensure that the field option in the Expert Agent Selection-Preference Handling Distribution field is y.

  2. On the Feature Access Code (FAC) screen, administer FACs.
  3. In the Agent Login ID - Record field on the CDR System Parameters screen, select y so that the EAS login ID or the terminal extension where the agent is logged in appears on the Call Detail Record (CDR) reports.
  4. For new Vector Directory Numbers (VDNs) in the EAS environment, use the Vector Directory Number screen to administer VDN skills and other VDN-related information.

    Administer the 1st, 2nd, and 3rd skill fields associated with the VDNs to use the skill options in the vectors or for Avaya Call Management System (CMS) tracking.

  5. On the Vector screen, administer the vectors associated with the VDNs added in the previous step.

    You can use the 1st Skill, 2nd Skill, and 3rd Skill fields in the vector step fields where a skill hunt group is entered instead of entering an absolute skill hunt group number.

  6. On the Hunt Group screen, administer new skill hunt groups.
    Note:

    If you administer the Skills field as y, the system automatically administers the ACD and Vector fields as y. If you administer the EAS field as y, you cannot administer members for a skill hunt group.

  7. On the Coverage Path screen, assign coverage paths for the EAS agent login IDs.
    Note:

    Coverage treatment is different for an EAS direct agent call, where the calling party and the called login ID have the Direct Agent Calling COR field administered as y, and an EAS personal call where the calling party or the called login ID does not have the Direct Agent Calling COR field administered as y.

    Note:

    Communication Manager routes a direct agent call to an EAS agent as an ACD call. The coverage behavior is, therefore, 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 the agent, the direct agent call is queued to the direct agent skill administered on the Agent Login ID screen after initiating a ring and then fluttering the active work-mode button at the agent station. On the other hand, a personal call to an EAS agent is not an ACD call and the coverage behavior is similar to the coverage treatment for a call to a station extension. For example, a personal call to an EAS agent who is busy on another call results in the call being sent to an idle call appearance at the agent station.

    Based on the type of coverage criteria for direct agent and personal calls to EAS login IDs, administer the following coverage path criteria:

    • Active: To provide coverage for a non-ACD personal call when the EAS agent is logged in and active on another call appearance, administer the Active field coverage criteria as y. The Active field coverage criteria does not apply for a direct agent call to an EAS login ID.

    • Busy: To provide coverage for calls when the EAS agent is logged out of the system, administer the Busy field coverage criteria as y. Apply the Busy field coverage criteria to a logged-in EAS agent when one of the following conditions occur:

      • A direct agent call is made to an EAS agent, but there are no available queue slots in the first skill hunt group of the agent.

      • A personal call is made to an EAS agent, but the agent station has no idle call appearances.

    • Don’t Answer: To provide coverage for calls when the EAS agent is logged in but does not answer after a certain number of ring cycles, administer the Don’t Answer field coverage criteria as y and enter a number to indicate the ring timeout in the Number of Rings field.

    • All: To provide immediate coverage for calls whether the agent is logged in or logged out, administer the All field coverage criteria as y.

    • DND/SAC/Goto Cover: To provide coverage for calls when the call is to a logged-in EAS agent who has activated the Send All Calls (SACs) or Go To Cover features, administer the DND/SAC/Goto Cover field coverage criteria as y.

  8. You can link up to three coverage paths for different types of call coverage criteria by administering the Next Path Number field on the Coverage Path screen.

    If the criteria for the first coverage path are not met, the system checks the criteria for the next linked coverage path. This can be used to provide different coverage paths for calls when the associated EAS agent is logged in or logged out.

    Note:

    If a call to a logged-in EAS agent is a personal call and coverage goes into effect, the redirected call maintains a simulated bridged appearance at the terminal of the agent. The agent answers the call after redirection takes place by going off-hook on the line appearance. However, if a call to a logged-in EAS agent is a direct agent call, the redirected call does not maintain a simulated bridged appearance at the terminal of the agent. The agent does not answer the call after redirection takes place.

    Note:

    If you administer the Redirection on No Answer (RONA) field as y for skill hunt groups, administer the ring timeout interval for RONA to match the coverage ring timeout criteria.

  9. If you administer the coverage paths for the EAS login IDs on the Feature-Related System Parameters screen, administer the Coverage - Subsequent Redirection No Answer Interval field to a ring timeout interval for calls routed to administered coverage points.
    Note:

    You can administer EAS login IDs as coverage points for a coverage path. The administered coverage no-answer interval applies to direct agent or personal calls made to the coverage points as well.

  10. In the Direct Agent Calling field on the Class of Restriction screen, select y to assign a Class of Restriction (COR) number to one of the following:

    • A trunk or station user who sends direct agent calls to an EAS agent.

    • An EAS agent who receives direct agent calls.

  11. If you administer the EAS agent login ID passwords on the Feature-Related System Parameters screen, administer the Minimum Agent-LoginID Password Length field to a length from 0 to 9 digits. You must specify the number when you administer agent passwords on the Agent Login ID screen.

    The total number of digits assigned to a password is between the value of the Minimum Agent-Login ID Password Length field and 9 digits. If you administer a password for an agent login ID, the agent must enter the password in addition to the login ID.

  12. On the Agent Login ID screen, add the desired EAS login IDs to be associated with human agents, AUDIX™ ports, or Auto-Available Split (AAS) VRU ports.

    For human agents, administer the following fields:

    • Name

    • COR

    • Skills

    For human agents, administer the following optional fields:

    • Coverage Path

    • LWC Reception

    • Password

    • Security Code: Optional for Demand Print feature.

    • AUDIX Name: If the field option in the LWC Reception field is audix or if an administered coverage path for the agent has an AUDIX™ coverage point.

  13. When the AUDIX™ and AAS VRU port extensions are associated with ACD hunt groups, ensure that the extensions are associated with skill hunt groups as part of the cutover to EAS.

    For skill hunt groups used for AAS ports, administer the AAS field as y for the hunt groups before you administer an EAS AAS agent.

    Note:

    AUDIX™ hunt groups are not required to be vector-controlled, which allows for Adjunct Switch Application Interface (ASAI) monitoring of the skill hunt group.

    If AUDIX™ port extensions, such as for the Embedded AUDIX™ product, are not associated with an ACD hunt group, the ports do not require administration as part of the cutover to EAS. Add EAS agent login IDs for the AUDIX™ or AAS ports that are associated with ACD hunt groups and administer only the following fields:

    • Name

    • COR

    • Coverage Path: This field is optional.

    • AUDIX : Administer as y for AUDIX™ ports.

    • AAS: Administer as y for AAS VRU ports.

    • Port Extension: Assign the AUDIX™ or AAS port extension administered in the non-EAS environment.

    • Skills: Assign a single skill for the skill hunt group associated with the AUDIX™ or AAS station ports.

  14. On the Station screen, administer the stations for EAS agents and the work-mode buttons for each station.

    If you administered stations with work-mode buttons associated with splits, do not re-administer the buttons for EAS. If you add new work-mode buttons to the station, you cannot type data in the Grp field after you administer the EAS field as y, except for the aux-work button. Administer the aux-work button with a hunt group number if the entered hunt group is a non-ACD hunt group.

    If you administer more than one set of work-mode buttons on a station set, the system leaves the buttons as is until after the cutover to EAS. After the cutover, remove the extra sets of work-mode buttons because EAS requires only one set of work-mode buttons for agent operations.