EAS cutover

Last Updated : Jun 26, 2013 |

Before you begin

After you complete all pre-EAS activities, administer the EAS feature. Prior to EAS cutover, back up the current Communication Manager translations for recovery in case of difficulties during cutover. As the transition to EAS deletes all ACD hunt group members, the pre-EAS backup saves time when restoring non-EAS hunt group translations.

Block incoming ACD call traffic to prevent queuing of new ACD calls to existing splits during the cutover from the non-EAS to EAS environment. To block new incoming calls, perform one or both of the following tasks:

  • Busy out the appropriate trunk groups.

  • Administer the first vector step for actively-used incoming call vectors as the busy step.

After you block the calls, perform the following tasks:

Procedure

  1. Ensure that all EAS agents are logged out of all splits. If Basic Call Management System (BCMS) or Call Management System (CMS) is operational, use the CMS real-time reports for splits or the mon bcms split command to identify stations where agents are still logged in.
  2. Type busy mis to busy-out the CMS link.
  3. Type busy link xxx to busy-out any AUDIX™ switch-to-adjunct links.
  4. Type busy station xxx to busy-out any AAS ports.
  5. In the Skill field on the Hunt Group screen, select y to change the split hunt groups to skill hunt groups.
  6. Administer the Expert Agent Selection (EAS) and Adjunct CMS Release fields on the Feature-Related System Parameters screen.
  7. If CMS is installed, type release mis to release the CMS link.
  8. Check CMS for EAS authorization. Change the switch setup in CMS to track data and to establish a communication link between Communication Manager and CMS.
  9. Inform the onsite agents to follow the EAS login procedure to log in to the system. The agents are now available to receive ACD calls using the auto-in or manual-in work mode.
  10. Restore the vector steps that you busied out to the previous vector step format. You must busy out vector steps before the cutover to block incoming calls.
  11. On the Trunk Group screen, change call routing for incoming trunks to EAS-related VDNs. Administer the Incoming Destination field for the trunk groups to the appropriate VDN extension number.
  12. Type release station xxx to release AAS ports.
  13. Type release link xxx to release the adjunct AUDIX™ links.
  14. Back up the switch translations after the cutover to preserve EAS-related administration changes. If you have administered agent stations with multiple sets of work mode buttons, delete all but one set of work mode buttons.