Telephone System

Requirements

 

 

 

 

Telephone System

Requirements

This section assumes that the installer is familiar with the basic programming of the Telephone System and the Programming manual is available.

Telephone System Software must be Level 3.0 or higher.

When using CCC applications, you can only use 4600/4400/2050/20CC handsets with ACD Agents logged on and Turret devices. However, Report Client obtains information on all devices.

Server Licenses are required for the applications. Listed below are the software license names as shown within manager.

 

Names in Manager

Description

 

 

CCC Server

Allows CCC to operate with the first 5 agents and

 

 

 

the first supervisor position. With this license you

 

 

 

get:

 

 

 

1 x Call Center View

 

 

 

1 x Wallboard Server

 

 

 

1 x Archiver

 

 

 

1 x Report Designer

 

 

 

1 x Report Viewer

 

 

 

1 x PC Wallboard.

 

 

 

 

 

 

CCC Agents

Required for each additional 10 agents

 

 

 

 

 

 

CCC Supervisor

Required for each extra supervisor position giving

 

 

 

access to report viewer and call center view.

 

 

 

 

 

 

CCC Soft Agent

Enables PC Wallboard to be used

 

 

 

 

 

 

 

 

 

 

 

 

 

Naming Directory Numbers

Since the Telephone System programming is reflected within the Compact Contact Center Manager applications, it is important to name the directory numbers (i.e. Agents, Groups, Trunks, DIDs, etc.).

It is also highly recommended that the directory names be unique to aid identification of specific directory number within the Standard Reports.

Where directory numbers of a specific type are unnamed, or when more than one directory number as a specific type has the same name, the Standard Reports will group data for those directory numbers as a single entity (e.g. all unnamed agents will be grouped together as a single agent called "No Name", and all DIDs named "Company DID" will be grouped together as a single DID called "Company DID, etc.).

If the directory numbers have not been named, then the terminology for the directory numbers implemented in the Contact Center Manager applications is:

Agent – ACD Agent (XXXX*) – XXXX

Group – Agt Group (XXXX) – XXXX

Trunk Grp – Trunk GP (XXXX) – XXXX

Tie Line (Trunk) – Tie Line (XXXX) – XXXX

DPNSS (Trunk) – DPNSS (XXXX) – XXXX

DASS (Trunk) – DASS (XXXX) – XXXX

POTS(TWC) – Alog (TWC) (XXXX) – XXXX * Where XXXX is the directory number.

Compact Contact Center

Installation & Maintenance

40DHB0002USBG Issue 1 (11/14/2001)

Telephone System Page 29

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Avaya 40DHB0002USBG manual Telephone System, Requirements, Naming Directory Numbers

40DHB0002USBG specifications

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