Telephone System

Requirements

 

 

 

 

 

 

Group Reporting

When configuring it is important to understand how calls are attributed to groups on the Call Center View, Wallboards and Report Manager.

IP400 in the Contact Center Environment

Staff Management is a LOCAL issue hence all real time and historic analysis for teams will require local CCC’s.

Traffic Management is a GLOBAL issue. Therefore in an IP400 configuration calls waiting across an entire network (queued) are displayed on all Call Center View implementations across IP400.

Call Center View and Wallboard Manager

The Call Center View and Wallboard Manager products report on groups directly derived from the Database. Agents and Trunks may be reported on in as many groups as they are members of within the database. It is important however to understand how statistics for these groups are derived and it is important for the user of the system to understand these reporting structures. These are defined below

Call Totals and average durations for Groups are calculated by totalling the statistics for the members of group. Should an agent or group be a member of multiple groups, their call totals will appear in multiple groups.

Lost Calls are only attributed to the initial target agent group i.e. Initial ring group. Lost calls are also attributed to Trunk Lines, and Trunk Groups.

Agent Status Information for a group shows the number of agents or trunks within a given group, which are in each state.

Agent Statistics for:

Calls Waiting, PCA, GOS, Longest Wait, LWait (Ans), L Wait (Lost), Overflowed to/From statistics are only incremented for calls which are directly presented to that agent group. That is they only increment where the agent group is used for Call routing purposes.

Trunk Statistics for:

Calls waiting and Lost are calculated by totalling the statistics for the members of the trunk group.

PCA and GOS are calculated for each trunk group after totaling answered calls (plus lost for GOS) for the members of the trunk group. LWait (Lost) and LWait (Ans) reflect the longest wait of all those logged against any member of the trunk group.

Report Manager

The CCC has two concepts for historic reporting that cater for different views a supervisor may require of their contact center. One type of report referred to as ‘Target’ reports provides analysis based on where the call was presented and relates closely to the manner in which the call routing has been configured. The second type of report, referred to as ‘collective’ reports, is based on arbitrary sets of agents and need not necessarily correspond to the manner in which switch call routing is programmed.

Compact Contact Center

Installation & Maintenance

40DHB0002USBG Issue 1 (11/14/2001)

Telephone System • Page 30

Page 29 Page 31
Page 30
Image 30
Avaya 40DHB0002USBG manual Group Reporting, IP400 in the Contact Center Environment, Call Center View and Wallboard Manager
Page 29 Page 31

40DHB0002USBG specifications

The Avaya 40DHB0002USBG is a powerful and versatile device designed to meet the communication needs of modern businesses. Widely recognized in the realm of telecommunications, this product is part of Avaya's commitment to delivering advanced solutions that enhance productivity and collaboration in the workplace.

One of the standout features of the Avaya 40DHB0002USBG is its robust audio quality. The device utilizes wideband audio technology to ensure crystal-clear voice clarity during conversations. This is essential for businesses where effective communication is crucial. The high-definition sound allows users to experience a more natural and engaging dialogue, reducing misunderstandings and improving overall efficiency.

Another significant characteristic of this device is its compatibility with Avaya's Unified Communications platform. The 40DHB0002USBG seamlessly integrates with Avaya Aura, enabling users to leverage advanced features such as presence management, instant messaging, and video conferencing. This integration promotes a more fluid communication experience across various channels, fostering teamwork and collaboration among employees.

The device is also designed with user-friendliness in mind. Its intuitive interface makes navigation simple, allowing users to access essential features without a steep learning curve. The ergonomic design and high-resolution display enhance usability, making it suitable for both office environments and remote work settings.

Security is a key consideration for modern communication devices, and the Avaya 40DHB0002USBG excels in this area. It offers features such as secure voice encryption to protect sensitive conversations and adhere to compliance standards. This assurance of security is especially critical for industries that handle confidential information.

In addition to its powerful communication capabilities, the Avaya 40DHB0002USBG supports various connectivity options, including USB and Ethernet interfaces. This flexibility enables easy integration into existing IT infrastructures, making deployment straightforward and minimizing disruption to business operations.

Overall, the Avaya 40DHB0002USBG stands out as a premier choice for organizations looking to enhance their communication infrastructure. Its blend of superior audio quality, compatibility with Unified Communications, user-friendly design, security features, and flexible connectivity options makes it an essential tool for driving productivity and collaboration in the workplace. As businesses continue to evolve in a digital-first environment, solutions like the Avaya 40DHB0002USBG are poised to lead the way in effective communication strategies.
Top Page Image Contents