Avaya 555-233-503 manual

555-233-503

Comcode 108408782

Issue 1

June 1999

DEFINITY®

Enterprise Communications Server

Release 7

Guide to ACD Call Centers

Contents

Main Page Page Page Wed like your opinion. Page Contents About This Document v 1 Contents 2 A GL IN Index IN-1 About This Document Overview vi Purpose Audience Reason for reissue How to use this document Organization Feature-related information viii Conventions used in this document Trademarks and service marks x How to get help How to make comments about this document FsmFsnnn 1-1QQQ__Q Call Center 1-2 Related feature or form Abandoned Call Search 1-4 How to administer Abandoned Call Search Add/Remove Skills How to administer Add/Remove Skills 1-6 Agent Call Handling How to administer Agent Call Handling 1-8 Agent login and logout Login Logout 1-10 Agent answering options Automatic Answer Manual Answer ACD work modes Auxiliary work mode Auto-In mode Manual-In mode After Call Work mode 1-12 Timed After Call Work Timed ACW and VDN Cancelling Timed ACW Agent request for supervisor assistance Stroke counts 1-14 Call work codes Forced entry of stroke counts and call work codes Expanded technical information Agent capacity and related limits 1-16 Release button Timed A CW Nonvector-controlled splits 1-18 Agents logged into multiple splits Agents with Automatic Answer CALLMASTER terminals Agents assigned to hunt-group and ACD calls Page 1-20 Auto-Available Split How to administer AAS 1-22 Automatic Call Distribution 1-24 How to administer ACD 1-26 Direct Department Calling Uniform Call Distribution Expert Agent Distribution Comparison of agent selection methods 1-28 Queuing and announcements First announcement Forced first announcement 1-30 Second announcement Forced disconnect Announcement rules Entering the queue 1-32 Priority queuing Queue status indications Direct Agent Calling Maximum Number of Agents MIA Across Splits/Skills 1-34 Announcements Storing and retrieving messages Class of Restriction Trunk groups and ACD splits Agent considerations Vector-controlled splits 1-36 Changing hunt groups from ACD to non-ACD Page 1-38 Basic Call Management System 1-40 How to administer BCMS Page 1-42 Best Service Routing Benefits of Best Service Routing 1-44 Before you Start Switch requirements 1-46 Network requirements How to administer Best Service Routing Single-site BSR 1-48 Multi-site BSR Call surplus situations Agent surplus situations 1-50 Vector commands for single-site BSR 1-52 Vector commands for multi-site BSR 1-54 Page 1-56 Page 1-58 Call Management System How to administer the DEFINITY/CMS Interface Call Prompting 1-60 How to administer Call Prompting Page 1-62 Call Vectoring How to administer Call Vectoring Page 1-64 Page 1-66 Page 1-68 Page 1-70 CentreVu Advocate How to administer CentreVu Advocate 1-72 Page 1-74 Page 1-76 Page 1-78 Expert Agent Selection How to administer EAS How to administer Direct Agent Announcement 1-80 Detailed administration for EAS VDN administration Vector administration Page 1-82 MIA Across Splits/Skills Additional Agent Login ID Capabilities Direct Agent Calling 1-84 Page 1-86 Inbound Call Management 1-88 How to administer ICM Applications 1-90 Agent data screen delivery applications Integration with speech processing adjuncts 1-92 Host/adjunct call routing 1-94 Information Forwarding User-to-User Information Transport Support of new features 1-96 Administering User-to-User Information Tran spo rt Page 1-98 Determining User Information Needs 1-100 Troubleshooting Intraflow and Interflow Intraflow Interflow 1-102 How to administer Intraflow and Interflow Detailed description Page 1-104 Look-Ahead Interflow How to administer Look-Ahead Interflow 1-106 Page 1-108 Page 1-110 Multiple Call Handling How to administer MCH Applications MCH settings On request One forced 1-112 One per skill Many forced MCH example 1-114 Page 1-116 Queue Status Indications How to administer Queue Status Indications Detailed description 1-118 Reason Codes How to administer Reason Codes Forced reason codes Requested reason codes Entering AUX work mode Logging out 1-120 Default code Page 1-122 Redirection on No Answer How to administer RONA Application examples VRU applications 1-124 Other applications RONA Routing Sequences 1-126 Using BCMS/CMS reports with RONA Returning AAS agents to service Page 1-128 Page 1-130 Page 1-132 Page 1-134 Interactions with other ringing call timers Page 1-136 Service Observing How to administer Service Observing Page 1-138 Observing logical-agent IDs Observing VDNs Observing remotely or by FAC 1-140 Service Observing indicators Page 1-142 Page 1-144 General security VDN-call security Vector-initiated security Remote-access security 1-146 Observability Ineligibility Trunk calls Multiple observers Conferenced calls Transferred calls 1-148 Page 1-150 Universal Call ID What is UCIDs purpose? What does UCID look like? How Does UCID Work? 1-152 What creates UCIDs? When are UCIDs created? How are UCIDs transmitted? How are UCIDs tracked? Station-to-Station Calls Page Simple Transfer or Conference 1-156 Complex Conference DEFINITY before Simple call tracking 1-158 Page 1-160 Before You Start Page 1-162 How to Administer Universal Call ID Task a: Check ASAI Interface before enabling UCID Task b: Set DEFINITY ECS to create and send UCIDs 1-164 Task c: Enable UCID Transmission on Trunk Groups Troubleshooting 1-166 VDN in a Coverage Path How to administer VICP Page 1-168 Page 1-170 VDN of Origin Announcement How to administer VOA 1-172 Page 1-174 Page 1-176 Voice Response Integration 1-178 How to administer VRI Page 1-180 Page 1-182 Page 1-184 VuStats 1-186 # Figure 1-4. CallMaster Terminal with VuStats Display How to administer VuStats 1-188 Page 1-190 Page 1-192 Page 1-194 What information is displayed ^FOpddpamVOph"m=OaFd==FFhamFamOph"apm^""=azd" Figure 1-5. Forms that Determine What Information Appears on the VuStats Display What Data Type Period Threshold Format description 1-196 Display linking How the information looks When the information updates When 1-198 Tables of Data Types Page 1-200 Page 1-202 Page 1-204 Page 1-206 Page 1-208 Page 1-210 Page 1-212 Page 1-214 Page Page Call Center Forms Agent LoginID 2-2 Page 2-4 Page 2-6 Best Service Routing (BSR) Application Plan 2-8 FFa4FpamV|}zzda4"apmd"m FsmFsnnn 2-9QQQ__Q Screen 2-3. Best Service Routing Application Plan Form Screen 2-4. List Best Service Routing Applications Form 2-10 BCMS/VuStats Login ID Page 2-12 Call Center System Parameters Page 7 of the form Page 2-14 Page 8 of the form 2-16 Call Vector "ddFmFph 2-18 Screen 2-8. Call Vector Form (Page 1 of X) Screen 2-9. Call Vector Form (Page 2 of X) Page 2-20 Reason Code Names 2-22 SIT Treatment for Call Classification Page 2-24 Vector Directory Number Page 2-26 F4paF4ph*F FsmFsnnn 2-27QQQ__Q Screen 2-13. Vector Directory Number Add/Change Form Screen 2-14. Vector Directory Numbers List Form 2-28 Vector Routing Table 2-30 VuStats Display Format 2-32 Page 2-34 Page "ddFmFph 2-36 Screen 2-17. VuStats Display Format Example Change/Display Form Page 2-38 Tables of Required and Allowed Fields Page 2-40 Page 2-42 Page 2-44 A References Basic DEFINITY ECS documents Page Page Page Page Page Page Page Page Page FsmFsnnn GL-1QQQ__Q GLGlossary and Abbreviations Numerics A QQQ__QGL-2 FsmFsnnn FsmFsnnn GL-3QQQ__Q QQQ__QGL-4 FsmFsnnn FsmFsnnn GL-5QQQ__Q QQQ__QGL-6 FsmFsnnn FsmFsnnn GL-7QQQ__Q B QQQ__QGL-8 FsmFsnnn FsmFsnnn GL-9QQQ__Q C QQQ__QGL-10 FsmFsnnn FsmFsnnn GL-11QQQ__Q QQQ__QGL-12 FsmFsnnn FsmFsnnn GL-13QQQ__Q QQQ__QGL-14 FsmFsnnn FsmFsnnn GL-15QQQ__Q D QQQ__QGL-16 FsmFsnnn Page QQQ__QGL-18 FsmFsnnn FsmFsnnn GL-19QQQ__Q QQQ__QGL-20 FsmFsnnn E FsmFsnnn GL-21QQQ__Q QQQ__QGL-22 FsmFsnnn FsmFsnnn GL-23QQQ__Q F QQQ__QGL-24 FsmFsnnn G FsmFsnnn GL-25QQQ__Q H QQQ__QGL-26 FsmFsnnn I FsmFsnnn GL-27QQQ__Q QQQ__QGL-28 FsmFsnnn FsmFsnnn GL-29QQQ__Q K L QQQ__QGL-30 FsmFsnnn FsmFsnnn GL-31QQQ__Q M QQQ__QGL-32 FsmFsnnn FsmFsnnn GL-33QQQ__Q QQQ__QGL-34 FsmFsnnn FsmFsnnn GL-35QQQ__Q N QQQ__QGL-36 FsmFsnnn FsmFsnnn GL-37QQQ__Q O QQQ__QGL-38 FsmFsnnn P FsmFsnnn GL-39QQQ__Q QQQ__QGL-40 FsmFsnnn FsmFsnnn GL-41QQQ__Q Q QQQ__QGL-42 FsmFsnnn R FsmFsnnn GL-43QQQ__Q S QQQ__QGL-44 FsmFsnnn FsmFsnnn GL-45QQQ__Q QQQ__QGL-46 FsmFsnnn FsmFsnnn GL-47QQQ__Q T QQQ__QGL-48 FsmFsnnn FsmFsnnn GL-49QQQ__Q U QQQ__QGL-50 FsmFsnnn V FsmFsnnn GL-51QQQ__Q W QQQ__QGL-52 FsmFsnnn Z IN FsmFsnnn IN-1QQQ__Q Index Numerics A IN-2 FsmFsnnn IN-3QQQ__Q B IN-4 C FsmFsnnn IN-5QQQ__Q IN-6 FsmFsnnn IN-7QQQ__Q D E IN-8 F H I FsmFsnnn IN-9QQQ__Q L M IN-10 N O P Q FsmFsnnn IN-11QQQ__Q R IN-12 S FsmFsnnn IN-13QQQ__Q T IN-14 U V FsmFsnnn IN-15QQQ__Q IN-16 W X Z