Definity | Avaya 555-233-503 instruction

DEFINITY®

Enterprise Communications Server

Release 7

Guide to ACD Call Centers

555-233-503 Comcode 108408782 Issue 1 June 1999

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Avaya 555-233-503 manual Definity

Contents

Definity Disclaimer Trademarks Page We’d like your opinion Page Contents Iv ’’¤F˜s˜¤mF˜snnn˜ Call Center Forms Pa=F˜aVd˜p*¤’›˜mF›§pcamV˜4z*ada›aF’ Overview How to use this document Reason for reissuePurpose Audience Organization Feature-related informationVma«›apm ˜amOph›apm˜Op˜F4˜OF›¤F˜a’˜¤’¤dd˜zF’Fm›F=˜¤m=F˜OaF˜F=amV’9 Viii ’’¤F˜s˜¤mF˜snnn˜ Conventions used in this document =Fhc’˜m=˜’Fa4F˜hc’ Trademarks and service marks How to make comments about this document How to get help¤4Fm›˜F4mpdpVaF’˜Fm›F’˜pO˜¨4FddFm4F Call Center Call Center features ’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F Abandoned Call Search Related feature or form=pmF=˜dd˜F4 Considerations How to administer Abandoned Call SearchRequired forms Form Field Add/Remove Skills How to administer Add/Remove Skills==-FhpF˜cadd’ Interactions Agent Call Handling How to administer Agent Call Handling Detailed description Agent login and logout Logout LoginVFm›˜dd˜m=damV Automatic Answer Agent answering optionsManual Answer ACD work modes Auto-In mode Auxiliary work modeManual-In mode After Call Work mode Timed After Call Work Cancelling Timed ACWTimed ACW and VDN Agent request for supervisor assistance Stroke counts Forced entry of stroke counts and call work codes Call work codes14’’¤F˜s˜¤mF˜snnn˜ VFm›˜dd˜m=damV ˜hFh*F’˜F˜4p¤m›F=˜§Fm˜›F˜dpV˜am ˜hFh*F’˜d’p˜4ddF=˜VFm›’zda›˜za’˜p˜VFm›’cadd˜za’˜§a›˜16’’¤F˜s˜¤mF˜snnn˜ Nonvector-controlled splits Considerations Release button Timed ACW Agents with Automatic Answer Agents logged into multiple splitsCallmaster terminals Agents assigned to hunt-group and ACD calls Dda’p˜˜=b¤m4› 20’’¤F˜s˜¤mF˜snnn˜ Auto-Available Split How to administer AAS¤m›˜p¤z VFm›˜pVam˜˜pmd FaO˜››˜›F˜˜OaFd=˜Oph˜a’˜’F›˜›p y pm˜›F˜¤m›˜p¤z˜ 22’’¤F˜s˜¤mF˜snnn˜ ¤›pm’§F ˜mp›˜=hama’›F˜m˜¤›pm’§F˜›Fhamd˜’˜˜hFh*F˜pO˜m˜ Automatic Call Distribution M4phamV˜4dd’ ¢ ˜’§a›4 24’’¤F˜s˜¤mF˜snnn˜¬ zda›˜T˜FmFd˜mOph›apm˜sQ˜VFm›’ ss ¤F¤F’ ¤›ph›a4˜dd˜a’›a*¤›apm How to administer ACDRequired forms FormField Uniform Call Distribution Direct Department Calling26’’¤F˜s˜¤mF˜snnn˜ Comparison of agent selection methods Expert Agent Distribution¨zF›˜VFm›˜a’›a*¤›apm˜˜a’˜ad*dF˜pmd˜§a›˜¨zF›˜VFm›˜FdF4›apm˜ 28’’¤F˜s˜¤mF˜snnn˜ Queuing and announcements Forced first announcement First announcement˜›F˜mmp¤m4FhFm›˜a’˜mp›˜*¤’˜*¤›˜a’˜’›add˜¤mad*dF˜›F˜ ›˜˜Op4F=˜Oa’›˜mmp¤m4FhFm›˜›F˜Opddp§amV˜p44¤’9 30’’¤F˜s˜¤mF˜snnn˜ Second announcement Announcement rules Forced disconnectEntering the queue ˜Opddp§amV˜¤dF’˜VpFm˜mmp¤m4FhFm›’˜˜4ddF˜F’9˜ Queue status indications Priority queuingDirect Agent Calling ’’aVm˜apa›˜¤F¤amV˜›p˜˜4ddamV˜z›Œ’˜d’’˜pO˜F’›a4›apm˜ MIA Across Splits/Skills Considerations Maximum Number of Agents Storing and retrieving messages AnnouncementsClass of Restriction 34’’¤F˜s˜¤mF˜snnn˜ Agent considerations Trunk groups and ACD splitsVector-controlled splits ˜VFm›’˜F˜dpVVF=˜am Dd˜VFm›’˜F˜am˜¤¨ada˜pc˜hp=F Changing hunt groups from ACD to non-ACD36’’¤F˜s˜¤mF˜snnn˜ Ad˜m›F4ph ›˜dd˜F›¤z PmF˜a’zd Fham›amV˜¨›Fm’apm˜p¤z˜ ˜˜4mmp›˜*F˜˜hFh*F˜pO˜m˜˜’zda› ’OF38’’¤F˜s˜¤mF˜snnn˜ ’a4˜dd˜mVFhFm›˜’›Fh Basic Call Management System 40’’¤F˜s˜¤mF˜snnn˜ How to administer Bcms PF˜VFm›’˜ph˜ ˜amOph›apm˜*p¤›˜p§˜˜F4p=’˜F=aF4›F=˜m=˜4pmOFFm4F=˜4dd’˜’FF˜ System Capacity R6vs/csi/si R6r Best Service Routing¨ah¤h˜VFm›’˜=a’zd’˜*˜pma›p˜˜zda›˜4phhm= ¬¬1 ¨ah¤h˜˜›Fhamd’ ¨ah¤h˜4›aF˜ham›Fmm4F˜4phhm=’˜Op˜’’›Fh Benefits of Best Service Routing 4m˜*F˜’¤zzp›F=˜*˜›F˜p›F˜4Fm›F’˜am˜ Before you Start›F˜mF›§pc 44’’¤F˜s˜¤mF˜snnn˜ ’›˜Fa4F˜p¤›amV¡ Switch requirements 46’’¤F˜s˜¤mF˜snnn˜ Network requirements Single-site BSR How to administer Best Service Routing 48’’¤F˜s˜¤mF˜snnn˜ Multi-site BSR Agent surplus situations Call surplus situations =FdaFamV˜›F˜4dd FOpF˜=FdaFamV˜›F˜4dd50’’¤F˜s˜¤mF˜snnn˜ 4phzF˜dd˜›F˜’zda›’˜p˜’cadd’˜’zF4aOaF=˜am˜›F˜F4›p˜ 15. Vector commands and command elements for single-site BSR Vector commands for single-site BSR 52’’¤F˜s˜¤mF˜snnn˜ Key word 16. Vector commands and command elements for multi-site BSR Vector commands for multi-site BSR 54’’¤F˜s˜¤mF˜snnn˜ ‘‘Look-Ahead Interflow’’ on page 1-104˜Op˜hpF˜amOph›apm VFm›˜Fhamd˜a’zd 56’’¤F˜s˜¤mF˜snnn˜ ¤››’ ˜Fmm4FhFm›’˜F˜*FFm˜==F=˜Op˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn Call Management System How to administer the DEFINITY/CMS Interface17. Required forms Form Field =˜d›F˜4pmOaV¤›apm’ ˜pmd 9600 Call Prompting 60’’¤F˜s˜¤mF˜snnn˜ How to administer Call Prompting ¤›pa«›apm˜p=F’ Vectoring’’ on Call Vectoring How to administer Call Vectoring18. Required forms Form Field 62’’¤F˜s˜¤mF˜snnn˜ On next Form Field ¤˜4m˜Fm›F˜˜˜F¨›Fm’apm˜am˜›F˜Opddp§amV˜OaFd=’64’’¤F˜s˜¤mF˜snnn˜ Interactions 66’’¤F˜s˜¤mF˜snnn˜ ›˜F’›a4›apm Dd˜F4›pamV Dd˜a›amV˜Fham›apm 68’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn 70’’¤F˜s˜¤mF˜snnn˜ CentreVu Advocate Fm›F¤˜=p4›F How to administer CentreVu Advocate20. Required forms Form Field VFm›’˜am˜¤d›azdF˜cadd’ VFm›˜dd˜m=damV˜FOFFm4FVFm›˜pVam-pVp¤› 72’’¤F˜s˜¤mF˜snnn˜ Dd˜pFVF AF4›˜VFm›˜dd’ Dd˜Fm›F PmOFFm4F-m’OF¨zF4›F=˜a›˜ahF 74’’¤F˜s˜¤mF˜snnn˜ ¤d›azdF˜apa›˜¤F¤amV Fm›F¤˜=p4›F ¤d›azdF˜dd˜m=damVPm˜dd’ ’pm˜p=F’ ==-FhpF˜cadd˜a˜ Dd˜Fm›F AhF=˜VFm›˜pd=˜J˜a›˜m=˜a›p¤›˜¤d›azdF˜dd˜m=damV 76’’¤F˜s˜¤mF˜snnn˜ ¤d›azdF˜cadd˜¤F¤amV Fm›F¤˜=p4›F ’a4˜dd˜mVFhFm›˜’›Fh˜ Expert Agent Selection How to administer EAS21. Required forms Form Field 78’’¤F˜s˜¤mF˜snnn˜ How to administer Direct Agent Announcement VDN administration Detailed administration for EASVector administration 22. Required forms Form Field Call Handling Preference administration Agent administrationDetailed description Agent selection Agent Selection Method 82’’¤F˜s˜¤mF˜snnn˜ Additional Agent Login ID Capabilities Direct Agent Calling 84’’¤F˜s˜¤mF˜snnn˜ Dd’˜›p˜›F˜˜VFm›˜pVam˜˜4m˜4pF˜›p˜Page 86’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F ’zd’˜˜pmF ¤m=˜dd˜mVFhFm› Inbound Call Management 24. Required forms Form Field How to administer ICM88’’¤F˜s˜¤mF˜snnn˜ ˜Opddp§amV˜F˜’phF˜›za4d˜˜zzda4›apm’9 Detailed description Applications PmF VFm›˜=›˜›Fhamd VFm›˜zpmF Agent data screen delivery applications90’’¤F˜s˜¤mF˜snnn˜ Integration with speech processing adjuncts 92’’¤F˜s˜¤mF˜snnn˜ PmF ZFF4˜zp4F’’p Az-amV˜damF’ VFm›˜zpmFVFm›˜=›˜›Fhamd Host/adjunct call routing Dd˜phz›amV Information ForwardingFmFF˜ ˜˜am›FOdp§’˜˜4dd˜pF˜˜›¤mc˜O4ada›aF’˜Op˜F¨hzdF˜ ˜¤’F˜amOph›apm ›F˜mhF˜pO˜›F˜4›aF˜˜˜ User-to-User Information Transport Support of new featuresMOph›apm˜p§=amV 96’’¤F˜s˜¤mF˜snnn˜ Administering User-to-User Information Transport OaFd=˜4mmp›˜*F˜ ˜p˜ ˜p˜d›F˜aO˜p¤˜§m›˜ Dmc ’F=˜=› 98’’¤F˜s˜¤mF˜snnn˜ ˜Maximum Size of UUI IE Contents OaFd=˜zzF’ Determining User Information Needs Zzda4›apm’˜h˜Oad˜pm˜mF›§pc’˜’¤zzp›amV˜daha›F=˜˜›m’zp›˜ Troubleshooting100’’¤F˜s˜¤mF˜snnn˜ Intraflow Intraflow and InterflowInterflow ’F˜dd˜p§=amV˜§a›˜m›Odp§˜›p˜¤m4pm=a›apmdd˜Op§=˜˜’zda›Œ’˜4dd’ 26. Required forms Form Field How to administer Intraflow and Interflow102’’¤F˜s˜¤mF˜snnn˜ Fhzp˜a=VF=˜zzFm4F QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn 104’’¤F˜s˜¤mF˜snnn˜ Look-Ahead Interflow PpcF=˜m›FOdp§ How to administer Look-Ahead Interflow27. Required forms Form Field 106’’¤F˜s˜¤mF˜snnn˜ Interactions 108’’¤F˜s˜¤mF˜snnn˜ Dd˜F›ad˜F4p=amV˜I˜F4FaamV˜§a›4 PpcF=˜m›FOdp§ M4phamV˜dd˜mVFhFm› Multiple Call Handling How to administer MCH28. Required forms Form Field ˜’zda› One forced MCH settings On request Many forced One per skill112’’¤F˜s˜¤mF˜snnn˜ 29. MCH Call Delivery Example Calls Delivered? Skill MCH example 114’’¤F˜s˜¤mF˜snnn˜ ¤›ph›a4˜pd= ˜F˜p˜’F˜F4FaF’˜˜„¤F¤F=˜˜p˜aF4›˜VFm›˜4dd ¤d›azdF˜dd˜m=damV AF4›˜VFm›˜ddamV=aF4›apm˜pm˜p˜m’§F Queue Status Indications How to administer Queue Status Indications30. Required forms Form Field 116’’¤F˜s˜¤mF˜snnn˜ ››Fm=m›˜m=˜pmF˜a’zd’˜ahF FF˜F˜›§p˜›zF’˜pO˜¤F¤F˜››¤’˜m=a4›apm’9 ¤h*F˜pO˜„¤F¤F=˜4dd’˜ Reason Codes How to administer Reason Codes31. Required forms Form Field 118’’¤F˜s˜¤mF˜snnn˜ Detailed description Forced reason codes Entering AUX work modeRequested reason codes Logging out ˜§pc˜hp=F˜*FOpF˜dpVVamV˜p¤› Default code120’’¤F˜s˜¤mF˜snnn˜ Interactions Redirection on No Answer How to administer Rona32. Required forms Form Field 122’’¤F˜s˜¤mF˜snnn˜ ˜4mŒ›˜F=aF4›˜˜4dd˜›p˜m˜=hama’›FF=˜˜Oph˜˜4pmF’F˜’›Fz Application examples VRU applications Screen 1-1. Call Vector Other applications¨¨¨˜›p˜4pmmF4›˜›F˜4dd˜›p˜m˜VFm› 124’’¤F˜s˜¤mF˜snnn˜ Rona Routing Sequences Returning AAS agents to service Using BCMS/CMS reports with Rona126’’¤F˜s˜¤mF˜snnn˜ VFm›’˜am˜h¤d›azdF˜’zda›’ 128’’¤F˜s˜¤mF˜snnn˜ ›aOa4›apm 4pm›pd˜mp›aOa4›apmMOama›F˜OFF=*4c˜ 130’’¤F˜s˜¤mF˜snnn˜ Dd˜pFVF˜ =aF4›apm˜pm˜p˜m’§F 132’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F DdamV-ddF=˜¤h*F˜a’zd ¤’a4pmpd=˜44F’’˜I˜¤’a4˜pm˜m’OFF=˜›¤mc˜4dd 36. Timer Description Interactions with other ringing call timersDd˜Fm›F Pa4F˜F’zpm’F˜m›FV›apm˜ 134’’¤F˜s˜¤mF˜snnn˜ Timer Timeout Restarted After Redirection? 37. RONA/Timer Interaction How to administer Service Observing Service Observing38. Required forms FormField 136’’¤F˜s˜¤mF˜snnn˜ 38. Required forms Form Field Observing VDNs Observing logical-agent IDs138’’¤F˜s˜¤mF˜snnn˜ ’FF’˜4m˜p*’FF˜4dd’˜Oph˜˜Fhp›F˜dp4›apm˜p˜dp4d˜›Fhamd˜¤’amV˜ Observing remotely or by FAC 39˜’p§’˜VFmFd˜Fa4F˜*’FamV˜am=a4›p’˜››˜p*’FF’˜F4FaF Service Observing indicators›˜4›aF PmF FmaF=˜4›a›apm PcFm˜Od¤››F ›F4Fz›-*¤’-Fp=F ›a›F= 140’’¤F˜s˜¤mF˜snnn˜ Am›F4Fz› ˜’¤4˜F¨›Fm’apm =FmaF=¨›Fm’apm˜mp›˜p*’F*dF =FmaF= ›˜ddp§F=˜s =FmaF= 142’’¤F˜s˜¤mF˜snnn˜ ’FF˜§a›p¤›˜*¤››pm˜ =F4›a›F’˜ MV’˜¤z ’FamV ¤’˜›Fm˜ VDN-call security General security144’’¤F˜s˜¤mF˜snnn˜ Vector-initiated security Remote-access security Ineligibility Considerations ObservabilityTrunk calls Multiple observers Transferred calls Conferenced calls˜p*’FF˜4mmp›˜ama›a›F˜˜4pmOFFm4F˜§adF˜p*’FamV ’FF’˜4mmp›˜ama›a›F˜˜›m’OF˜§adF˜p*’FamV Dd˜pFVF-dd˜a4c¤z ¤’FaOa4›apm˜148’’¤F˜s˜¤mF˜snnn˜ ¤’a4pmFd-¤’a4pmpd= Az˜›pmF ˜p*’FF’˜=p˜mp›˜F˜›F˜«az˜›pmF˜››˜›F˜m’§FamV˜VFm›˜F’ Dd˜Fm›F F4p=F=˜mmp¤m4FhFm›150’’¤F˜s˜¤mF˜snnn˜ Universal Call ID What is UCID’s purpose?What does Ucid look like? How Does Ucid Work? What creates UCIDs? When are UCIDs created?How are UCIDs transmitted? 152’’¤F˜s˜¤mF˜snnn˜ Station-to-Station Calls How are UCIDs tracked? Outgoing Trunk Calls Incoming Trunk Calls154’’¤F˜s˜¤mF˜snnn˜ ’˜’4Fmap˜=F’4a*F’˜˜’ahzdF˜›m’OF˜p˜4pmOFFm4F˜4dd˜’4Fmap˜ Simple Transfer or Conference 156’’¤F˜s˜¤mF˜snnn˜ Complex Conference Simple call tracking Definity before Intuity ConversantIntuity Conversant Transfers a Call ›F˜ ˜ 158’’¤F˜s˜¤mF˜snnn˜ ˜am˜˜4cmp§dF=VhFm›˜hF’’VF’˜ ˜4pmOaV¤›apm Intuity Conversant before Definity 160’’¤F˜s˜¤mF˜snnn˜ Connections … Connections… Task a Check Asai Interface before enabling How to Administer Universal Call ID›apmd˜ ˜m›FO4F dp*d˜’F››amV˜›p˜’Fm=˜ ›¤F’ ’˜›p˜ 162’’¤F˜s˜¤mF˜snnn˜ ˜›F˜Create Universal Call ID UCID?˜OaFd=˜Fm›F˜y Task b Set Definity ECS to create and send UCIDs ˜›p˜zVF˜G˜pO˜›F˜Oph Task c Enable Ucid Transmission on Trunk Groups¢ m˜›F˜4phhm=˜damF˜Fm›F˜release mis ˜a’˜Op˜˜p›F˜zp›p4pd’˜F˜Op˜ T p˜›p˜zVF˜¢˜pO˜›F˜Oph Considerations Troubleshooting VDN in a Coverage Path How to administer Vicp48. Required Forms Field 166’’¤F˜s˜¤mF˜snnn˜ ››Fm=m› 168’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn 170’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F PpcF=˜m›FOdp§ VDN of Origin Announcement How to administer VOA49. Required forms Form Field ˜˜FzF› 172’’¤F˜s˜¤mF˜snnn˜ Considerations 174’’¤F˜s˜¤mF˜snnn˜ VFm›˜dd˜m=damV˜m’§FamV˜z›apm’ I ¤›ph›a4˜m’§F Mm4F=˜¤›ph›a4˜cF¤z 176’’¤F˜s˜¤mF˜snnn˜ Voice Response Integration 50. Required forms Form Field How to administer VRI178’’¤F˜s˜¤mF˜snnn˜ ’˜m˜F¨›Fm’apm˜am˜˜p¤›F›p˜=aVa›’˜F4›p˜’›Fz˜p˜F¨hzdF9 180’’¤F˜s˜¤mF˜snnn˜ Page AmF’a=F˜s˜4pmmF4›aa› ›’§a›4˜182’’¤F˜s˜¤mF˜snnn˜ ¤’a4pmpd= 184’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F =aF4›apm˜pm˜p˜m’§F˜ VuStats 186’’¤F˜s˜¤mF˜snnn˜ CallMaster Terminal with VuStats Display 51. System-Parameter Customer-Options form Form Field How to administer VuStats52. Required forms FormField ˜=hama’››p˜*FOpF˜4mVamV˜›a’˜OaFd= Dd˜Fm›F ›¤FFd›F=˜’›FhhF›F’˜Oph188’’¤F˜s˜¤mF˜snnn˜ ID number˜I˜z›apmdd˜=hama’›F˜m˜˜m¤h*F˜Op˜F4˜ 190’’¤F˜s˜¤mF˜snnn˜ ¤››’˜a’zd˜ph›˜Oph QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn 192’’¤F˜s˜¤mF˜snnn˜ Screen 1-2. Format Description ExamplePage ˜Opddp§amV˜Oph’˜m=˜OaFd=’˜=F›FhamF˜amOph›apm˜››˜¤››’˜=a’zd’ Detailed description What information is displayed194’’¤F˜s˜¤mF˜snnn˜ Period Data TypeThreshold Format description How the information looks Display linking˜p¤˜¤’F˜=a’zd˜damcamV˜’’aVm˜˜F¨›˜*¤››pm˜pm˜VFm›˜›Fhamd’ 196’’¤F˜s˜¤mF˜snnn˜ ˜Opddp§amV˜Oph’˜m=˜OaFd=’˜=F›FhamF˜§Fm˜¤››’˜=a’zd’˜¤z=›F When the information updates 198’’¤F˜s˜¤mF˜snnn˜ Tables of Data Types Mpm˜4dd’˜››˜m˜VFm›˜4phzdF›F=˜ VFm›˜Fzp›9˜˜˜m¤h*F˜pO˜mpm˜4dd’˜››˜m˜ Zda›˜Fzp›9˜˜ ’aO›¤¨›ahF=FO¤d› 200’’¤F˜s˜¤mF˜snnn˜ ’›Fh˜››¤’-zda›˜ FFd¤›pm˜p˜m¤dm˜§pc˜hp=F 202’’¤F˜s˜¤mF˜snnn˜ Zda›˜Fzp›-zda›˜ AmVamV›F˜’zda›-’cadd ›ahF ››¤’9˜zda›˜hF˜=˜=aF4›˜VFm›˜4dd’˜Op˜›a’˜’zda› 204’’¤F˜s˜¤mF˜snnn˜ ’F˜a’˜dpVVF=˜am›p˜m˜’zda› ›p›dO›F4dd›ahF ˜›p›d˜›ahF˜m˜VFm›˜’zFm›˜am˜ VFm›˜Fzp›-VFm›˜’zda›-’cadd˜4dd’˜m=˜=aF4›˜VFm›˜4dd’ 4ddFd›F=˜p˜mpm4ddFd›F=˜˜Op˜ 206’’¤F˜s˜¤mF˜snnn˜ §pc˜hp=F˜Op˜F’pm˜p=F˜G˜Op˜›F˜ FOFFm4F=˜’cadd VFm›’am¤¨n §pc˜hp=F˜Op˜F’pm˜p=F˜˜Op˜›F˜ FOFFm4F=˜’cadd VFm›’am¤¨G§pc˜hp=F˜Op˜F’pm˜p=F˜n˜Op˜›F˜ FOFFm4F=˜’cadd VFm›’am¤¨dd ˜§pc˜hp=F˜Op˜mp›F˜’zda›˜ ˜˜4dd˜pm˜pd=˜*¤›˜F˜mp›˜am˜ ˜›F˜ppc˜F=˜m›FOdp§˜OF›¤F FVF4=›dc›ahF ˜FVF˜›dc˜›ahF˜Op˜˜4dd’˜ ’›Fh˜››¤’-zda›˜208’’¤F˜s˜¤mF˜snnn˜ §Fm˜›F˜4dd˜Fm›F’˜›F˜’zda›-’cadd Am˜mp›F˜’zda› 4dd’§a›amV ˜m¤h*F˜pO˜4dd’˜››˜F˜ ’›Fh˜››¤’9˜’zda›˜››˜§FF˜m’§FF=˜§a›am˜›F˜ Fzp›-zda›˜ ¤hh˜Fzp›9˜~˜ Op˜m˜’zda›˜=¤amV˜˜’zF4aOa4˜›ahF˜ 210’’¤F˜s˜¤mF˜snnn˜ 4dd’Op4F=*¤’p˜ =a’4pmmF4›F=˜*˜›F˜’§a›4˜m=˜¤’˜’aVmd˜=a’4pmmF4›F=˜4dd’˜4dd’˜ ¤›Odp§˜4dd’˜4dd’˜=aF4›F=˜›p˜mp›F˜ 212’’¤F˜s˜¤mF˜snnn˜ ˜zF4Fm›˜pO˜›ahF˜›¤mc’˜§FF˜*¤’aF=˜ ¤mc˜p¤z9˜~˜ FVam’˜§Fm˜›F˜d’›˜›¤mc˜a’˜’Fa«F=’zF4aOaF=˜›¤mc˜Vp¤z˜§FF˜*¤’˜=¤amV˜ ZF4Fm››¤mc’ham› 214’’¤F˜s˜¤mF˜snnn˜ Page 216’’¤F˜s˜¤mF˜snnn˜ Administration Commands Agent LoginIDAction Object Qualifier Dd˜Fm›F˜ph’ Form InstructionsCF˜’’aVmhFm›’˜’˜F„¤aF=˜Op˜›F˜Opddp§amV˜OaFd=’˜pm˜›F˜Oph9 =p4›F˜’F˜¤a=F˜QGQ¢sQGQQ ’’¤F˜s˜¤mF˜snnn˜ Screen 2-2. List Agent LoginID Form Screen 2-1. Agent LoginID Form Implementation Notes ’›˜Fa4F˜p¤›amV˜˜zzda4›apm˜dm Best Service Routing BSR Application Plan’›’Fa4Fp¤›amV ¨¨¨˜zzda4›apm˜ ¤h*F˜p˜‹mF¨›Œ 4mVF =a’zd FhpF ’›’Fa4Fp¤›amV Location NameIaF˜F4˜dp4›apm˜˜mhF˜§a›˜¤z˜›p˜sQ˜44›F’ Screen 2-4. List Best Service Routing Applications Form Screen 2-3. Best Service Routing Application Plan Form 4h’-¤’››’˜dpVam˜’ 4mVF DpVam˜0 =a’zd Da’› DpVam˜0˜4p¤m›˜ BCMS/VuStats Login ID4cF›’˜/˜0˜am=a4›F˜›F˜„¤daOaF˜a’˜pz›apmd Name˜-˜˜mhF˜’’p4a›F=˜§a›˜›F˜dpVam˜˜pz›apmd Screen 2-5. BCMS/VuStats Login IDs Form Call Center System Parameters Screen 2-6. Feature-Related System Parameters form page 77 of the form ˜zhF›F’9 F4›pamV˜zhF›F’9 Dd˜Fm›F˜’›Fh˜hF›F’ Fa4F˜*’FamV˜zhF›F’9 Interflow-qpos EWT Threshold˜I˜›˜pO˜Fmm4F=˜ppcF=˜˜zhF›F’ 8 of the form Screen 2-7. Feature-Related System Parameters form page 8VFm›˜m=˜dd˜FdF4›apm˜hF›F’9 =FO¤d›˜m=˜predicted-wait-time˜a’˜OaFd=˜=F›FhamF’˜p§˜ ˜ Value cannot be used assign either Bcms or VuStats first Dd˜Fm›F˜ph’ ’pm˜p=F’˜hF›F’9 ’F˜›F˜Opddp§amV˜4phhm=’˜›p˜=hama’›F˜›F˜dd˜F4›p˜Oph˜ Call VectorF4›p =a’zd ˜/Œzam›Œ˜p˜Œ’4F=¤dFŒ0 Da’› ˜/‹4p¤m›Œ˜s0˜/Œzam›Œ˜p˜Œ’4F=¤dFŒ0 Screen 2-9. Call Vector Form Page 2 Screen 2-8. Call Vector Form Page 1 Screen 2-10. Call Vector Form Page 3 ˜a’˜Fm*dF= Action Object Reason Code Names=a’zd ’pm4p=FmhF’ 4mVF Screen 2-11. Reason Code Names form Page 1 4mVF ’a››F›hFm› ˜ -˜ =a’zd SIT Treatment for Call Classification Screen 2-12. SIT Treatment For Call Classification Form ¬s ’F4pm=’ ¨¨¨¨¨˜F¨›Fm’apm˜m¤h*F˜pO˜˜›p˜*F˜==F=˜p˜ŒmF¨›Œ Vector Directory NumberCF˜’’aVmhFm›˜’˜F„¤aF=˜Op˜›F˜Opddp§amV˜OaFd=’˜pm˜›F˜Oph9 ˜˜OF›¤F˜h¤’›˜*F˜Fm*dF=˜pm˜›F˜’›FhhF›F’˜ Acceptable Service Level sec˜-˜md˜=a’zdF=˜§Fm˜›F˜ Screen 2-14. Vector Directory Numbers List Form Screen 2-13. Vector Directory Number Add/Change Form Implementation Notes ˜›p¤V˜¨˜p˜mF¨› Vector Routing Table Screen 2-15. Vector Routing Table Form 1 ¤››’˜a’zd˜ph› VuStats Display Format4mVF ¤’››’=a’zdOph› SQ¬ Da’› SQ¬˜4p¤m›˜oo Data Field Character˜-˜F˜44›F˜››˜§add˜*F˜¤’F=˜am˜›F˜ph›˜ Mp¤z=›F ˜=a’zd˜a’˜mp›˜¤z=›F=˜m=˜zzF’˜pmd˜ Valid Input DescriptionOaFd= Op˜›F˜am›Fd˜’zF4aOaF=˜am˜›F˜a’zd˜m›Fd˜ ’zd˜4dF’˜O›F˜s¬˜’F4pm=’˜=FO¤d›˜d¤F ’zd˜4dF’˜O›F˜Q˜’F4pm=’’zd˜4dF’˜O›F˜sQ˜’F4pm=’ ’zd˜4dF’˜O›F˜¬˜’F4pm=’ Valid Input Description Length Minimum ¤››’˜a’zd˜ph› Format Screen 2-17˜’p§’˜m˜F¨hzdF˜pO˜˜4phzdF›F=˜¤››’˜a’zd˜ph›˜’4FFm No˜-˜¤h*F˜F˜¤ma„¤F˜a=Fm›aOamV˜m¤h*F˜pO˜F4˜=a’zd˜Oph› List VuStats Display Format Screen Screen 2-18. VuStats Display Formats List Form Tables of Required and Allowed Fields On next 40’’¤F˜s˜¤mF˜snnn˜ ›p›d4=›dc›ahF „¤aF= ›p›d4=4dd›ahF „¤aF=›p›dO›F4dd›ahF „¤aF= ›p›d¤¨›ahF „¤aF= 42’’¤F˜s˜¤mF˜snnn˜ ¤››’˜a’zd˜ph› 44’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-1 References FOFFm4F’ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-3 ’a4˜ ˜˜=p4¤hFm›’ ’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-5 Definity QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-7 Asai ’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-9 ACD Non-U.S. audiences ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-1 NumericsAAC Adap GL-2’’¤F˜s˜¤mF˜snnn˜ ADM ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-3Aiod Albo GL-4’’¤F˜s˜¤mF˜snnn˜ALM-ACK Ansi ATB ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-5ATD Audio Information Exchange Audix GL-6’’¤F˜s˜¤mF˜snnn˜Audix Automatic Alternate Routing AAR AUX ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-7AVD AWT BER GL-8’’¤F˜s˜¤mF˜snnn˜Bhcc BRI Cacr ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-9CAG Cama GL-10’’¤F˜s˜¤mF˜snnn˜Carrier Ccis ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-11Ccitt Ccms GL-12’’¤F˜s˜¤mF˜snnn˜ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-13 GL-14’’¤F˜s˜¤mF˜snnn˜ CWC ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-15 DCE ›4phh¤ma4›apm’˜F„¤azhFm› GL-16’’¤F˜s˜¤mF˜snnn˜DCP aVa›d˜phh¤ma4›apm’˜p›p4pd DDC aF4›˜Fz›hFm›˜ddamV DDD aF4›˜a’›m4F˜adamV Did ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-17 DND GL-18’’¤F˜s˜¤mF˜snnn˜ Domain ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-19DS1 aVa›d˜aVmd˜FFd˜s DS1C aVa›d˜aVmd˜FFds˜zp›p4pd˜ DSU ›˜’Fa4F˜¤ma› DTS GL-20’’¤F˜s˜¤mF˜snnn˜Dwbs ˜m=˜hp¤›˜F4FaF˜m=˜›m’ha› Electronics Industries Association EIA ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-21EMI EPN Etsi ¤pzFm˜FdF4phh¤ma4›apm’˜›m==’˜m’›a›¤›F GL-22’’¤F˜s˜¤mF˜snnn˜FF˜F¨zm’apm˜4pm›pd˜4aF Extension-out FAC ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-23Fnpa Foreign-exchange FX GL-24’’¤F˜s˜¤mF˜snnn˜Foreign-exchange trunk Gptr Handshaking logic ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-25Hertz Hz Holding time ICI GL-26’’¤F˜s˜¤mF˜snnn˜ Inads ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-27INS Internal measurements GL-28’’¤F˜s˜¤mF˜snnn˜Inwats m§=˜a=F˜F˜FdFzpmF˜Fa4F Isdn trunk ˜›¤mc˜=hama’›FF=˜Op˜¤’F˜§a›˜˜d’p˜4ddF=˜˜O4ada› ITP ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-29LAN Line appearance GL-30’’¤F˜s˜¤mF˜snnn˜Linl LSU MAC ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-31Madu MDM GL-32’’¤F˜s˜¤mF˜snnn˜MDR MEM Miscid ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-33Mmcs MOS MSA F’’VF˜’Fa4amV˜=b¤m4› GL-34’’¤F˜s˜¤mF˜snnn˜Mssnet ’’˜’›pVF-mF›§pc˜4pm›pd Mtdm p=¤d˜›¤mc˜=›˜hp=¤dF MTP am›Fmm4F˜›zF˜zp4F’’p MWL F’’VF§a›amV˜dhz ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-35NAU Network NID GL-36’’¤F˜s˜¤mF˜snnn˜NXX Occurrence ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-37OCM ONS mzFha’F’˜’››apm OPS OOzFha’F’˜’››apm Paccon GL-38’’¤F˜s˜¤mF˜snnn˜Packet bus Paging trunk PEI ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-39PIB Pidb Procr GL-40’’¤F˜s˜¤mF˜snnn˜ PSC ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-41Psdn 4cF›’§a›4˜z¤*da4˜=›˜mF›§pc RAM GL-42’’¤F˜s˜¤mF˜snnn˜Read-only memory ROM REN Rinl ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-43Rmats Fhp›F˜am›Fmm4F˜=hama’››apm˜m=˜OOa4˜’›Fh SAC Fm=˜dd˜dd’ Scotch §a›4˜pmOFFm4amV˜Op˜˜¤’˜am˜pm4Fm››apm˜aV§ GL-44’’¤F˜s˜¤mF˜snnn˜Sddn pO›§FFOamF=˜›˜F›§pc Simplex system SSI ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-45 Switchhook SwitchGL-46’’¤F˜s˜¤mF˜snnn˜ SVN Sysam ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-47 TCM GL-48’’¤F˜s˜¤mF˜snnn˜TEG TOD TSC F4ma4d˜Fa4F˜Fm›F ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-49Tttn FF˜›m=Fh˜›aF›¤mc˜mF›§pc˜ UAP Unma maOaF=˜F›§pc˜mVFhFm›˜4a›F4›¤F GL-50’’¤F˜s˜¤mF˜snnn˜Uucp VAR d¤F==F=˜F’FddF ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-51 Wideband access endpointWideband Write operation WSA a›amV˜’F’’apm˜44Fz› GL-52’’¤F˜s˜¤mF˜snnn˜WSS aFdF’’˜¤*’4a*F˜’›Fh ZCS !Fp˜p=F˜¤zzF’’apm ¤’›˜amVamV˜˜ss¢ ˜m=˜ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-1 IN-2’’¤F˜s˜¤mF˜snnn =F¨ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-3 =VF=˜dd˜zzFm4F am›F4›apm’ IN-4’’¤F˜s˜¤mF˜snnn ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-5 ¤d›azdF˜dd˜m=damV˜˜˜sssT Fa4F˜*’FamV˜˜ssTG ¤››’˜˜s¢sT IN-6’’¤F˜s˜¤mF˜snnnDdamV˜›˜¤h*F-addamV˜¤h*F˜-˜˜sGn ==-FhpF˜cadd˜a˜˜˜s- VFm›˜pd=˜˜s- VFm›˜pVam-pVp¤›˜˜s ==-FhpF˜cadd’˜˜s- ¤››’˜˜s¢sT ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-7 Dd˜F4›pamV˜˜s- 4ada›˜F’›a4›apm˜FFd’˜˜m=˜FdamV˜d’’˜c’˜ IN-8’’¤F˜s˜¤mF˜snnn˜pa4F˜amOph›apm˜’’›Fh˜˜˜sG =a’zd’˜˜sG ¨zF›˜VFm›˜FdF4›apm˜˜˜sG- hp’›˜a=dF˜VFm›’˜ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-9¤›ph›a4˜dd˜a’›a*¤›apm˜˜˜sG =a4›F=˜a›˜ahF Fm›F¤˜=p4›F˜˜s¬ IN-10’’¤F˜s˜¤mF˜snnn AmVamV˜4dd˜›ahF’˜˜ssT ¤›F›p˜F4›p˜4phhm=’˜˜sG ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-11 Fa4F˜*’FamV˜˜ssTT Pa4F˜F’zpm’F˜m›FV›apm˜˜˜ssG¬ Fm=˜dd˜dd’˜ IN-12’’¤F˜s˜¤mF˜snnn¤›ph›a4˜dd˜a’›a*¤›apm˜˜˜sT SsTG dd˜pFVF˜˜ssTG ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-13 IN-14’’¤F˜s˜¤mF˜snnn ˜=a’zd˜˜ssGQ 4pm’a=F›apm’˜˜s¢s =›˜›zF’˜˜ssnQ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-15›*dF’˜˜ssnG ›¤mc˜Vp¤z’˜˜s¢s¢ F4›p˜=aF4›p˜m¤h*F’˜˜˜s¢s¬ ¤››’˜OF›¤F =a’zd˜Oph›’ IN-16’’¤F˜s˜¤mF˜snnn˜pO˜aVam˜mmp¤m4FhFm›˜˜ss