How to get help | Avaya 555-233-503 guide

*p¤›˜^a’˜p4¤hFm›

How to get help

p•˜›^p’F˜›ahF’˜§^Fm˜©p¤˜mFF=˜"==a›apm"d˜^Fdz:˜›^F˜Opddp§amV˜^Fdz˜’F•¦a4F’˜"•F˜ "¦"ad"*dF•˜ p¤˜h"©˜mFF=˜›p˜z¤•4^"’F˜"m˜F¨›Fm=F=˜’F•¦a4F˜"V•FFhFm›˜›p˜¤’F˜ ’phF˜pO˜›^F’F˜^Fdz˜’F•¦a4F’•˜FF˜©p¤•˜¤4Fm›˜F4^mpdpVaF’˜•Fz•F’Fm›"›a¦F˜Op•˜ hp•F˜amOp•h"›apm•

■¤4Fm›˜F4^mpdpVaF’˜Fm›F•’˜pO˜¨4FddFm4F

I’a"—"4aOa4 –Q_G•¢_G–G–

IF’›F•m˜¤•pzF—a==dF˜"’›—p¤›^˜O•a4" TTs_¢Q¢_•ns_GGn

IFm›•"d—"’›F•m˜¤•pzF •–s_¢•¬_Qs–¬

IFm›•"d—"›am˜hF•a4"—"•a**F"m s_•¬•_Q•G_T–––

Ip•›^˜hF•a4" s_G¬¬_¢TG_ssss

■ ˜FdzdamF s_G¬¬_¢¢Q_•QGQ

■¤4Fm›˜F4^mpdpVaF’˜pdd˜•"¤=˜m›F•¦Fm›apm s_G¬¬_–T•_¢•Q•

■¤4Fm›˜F4^mpdpVaF’˜"›apm"d˜¤’›phF•˜"•F˜Fm›F•˜¤zzp•›˜amF s_G¬¬_¢T¢_¢s¢s

■¤4Fm›˜F4^mpdpVaF’˜p•zp•"›F˜F4¤•a›© s_G¬¬_G¢¢_n¬¬n

How to make comments about this document

F˜z•p¦a=F˜•F"=F•˜4phhFm›˜4"•=’˜"›˜›^F˜*"4c˜pO˜›^a’˜=p4¤hFm›•˜^adF˜§F˜^"¦F˜ ›•aF=˜›p˜h"cF˜›^a’˜=p4¤hFm›˜Oa›˜©p¤•˜mFF=’:˜§F˜"•F˜am›F•F’›F=˜am˜©p¤•˜’¤VVF’›apm’˜ Op•˜ahz•p¦amV˜a›˜"m=˜¤•VF˜©p¤˜›p˜4phzdF›F˜"m=˜•F›¤•m˜"˜•F"=F•˜4phhFm›˜4"•=•˜O˜ ›^F˜•F"=F•˜4phhFm›˜4"•=’˜^"¦F˜*FFm˜•Fhp¦F=˜O•ph˜›^a’˜=p4¤hFm›:˜zdF"’F˜’Fm=˜ ©p¤•˜4phhFm›’˜›p9

¤4Fm›˜F4^mpdpVaF’

•p=¤4›˜p4¤hFm›"›apm˜•p¤z pph˜¢¢_¢sQ ssn¬¬˜p•›^˜F4p’˜›•FF› Fm¦F•:˜˜G¬¢•T_¢•¬•˜

x ’’¤F˜s˜¤mF˜snnn˜

QQQ_¢••_Q¬•

Image 14

Avaya 555-233-503 manual How to get help, How to make comments about this document, ¤4Fm›˜F4mpdpVaF’˜Fm›F’˜pO˜¨4FddFm4F

Contents

Definity Disclaimer Trademarks Page We’d like your opinion Page Contents Call Center Forms Iv ’’¤F˜s˜¤mF˜snnn˜ Overview Pa=F˜aVd˜p*¤’›˜mF›§pcamV˜4z*ada›aF’ Purpose Reason for reissueHow to use this document Audience Vma«›apm Feature-related informationOrganization ˜amOph›apm˜Op˜F4˜OF›¤F˜a’˜¤’¤dd˜zF’Fm›F=˜¤m=F˜OaF˜F=amV’9 Conventions used in this document Viii ’’¤F˜s˜¤mF˜snnn˜ Trademarks and service marks =Fhc’˜m=˜’Fa4F˜hc’ ¤4Fm›˜F4mpdpVaF’˜Fm›F’˜pO˜¨4FddFm4F How to get helpHow to make comments about this document Call Center features Call Center Dd˜Fm›F ’’¤F˜s˜¤mF˜snnn˜ =pmF=˜dd˜F4 Related feature or formAbandoned Call Search Required forms Form Field How to administer Abandoned Call SearchConsiderations ==-FhpF˜cadd’ How to administer Add/Remove SkillsAdd/Remove Skills Agent Call Handling Interactions How to administer Agent Call Handling Agent login and logout Detailed description VFm›˜dd˜m=damV LoginLogout Manual Answer Agent answering optionsAutomatic Answer ACD work modes Manual-In mode Auxiliary work modeAuto-In mode After Call Work mode Timed ACW and VDN Cancelling Timed ACWTimed After Call Work Agent request for supervisor assistance Stroke counts 14’’¤F˜s˜¤mF˜snnn˜ Call work codesForced entry of stroke counts and call work codes VFm›˜dd˜m=damV 16’’¤F˜s˜¤mF˜snnn˜ ˜hFh*F’˜d’p˜4ddF=˜VFm›’zda›˜za’˜p˜VFm›’cadd˜za’˜§a›˜˜hFh*F’˜F˜4p¤m›F=˜§Fm˜›F˜dpV˜am Considerations Release button Timed ACW Nonvector-controlled splits Callmaster terminals Agents logged into multiple splitsAgents with Automatic Answer Agents assigned to hunt-group and ACD calls Dda’p˜˜=b¤m4› 20’’¤F˜s˜¤mF˜snnn˜ ¤m›˜p¤z VFm›˜pVam˜˜pmd How to administer AASAuto-Available Split FaO˜››˜›F˜˜OaFd=˜Oph˜a’˜’F›˜›p y pm˜›F˜¤m›˜p¤z˜ ¤›pm’§F ˜mp›˜=hama’›F˜m˜¤›pm’§F˜›Fhamd˜’˜˜hFh*F˜pO˜m˜ 22’’¤F˜s˜¤mF˜snnn˜ Automatic Call Distribution ¬ zda›˜T˜FmFd˜mOph›apm˜sQ˜VFm›’ ss ¤F¤F’ 24’’¤F˜s˜¤mF˜snnn˜M4phamV˜4dd’ ¢ ˜’§a›4 Required forms FormField How to administer ACD¤›ph›a4˜dd˜a’›a*¤›apm 26’’¤F˜s˜¤mF˜snnn˜ Direct Department CallingUniform Call Distribution ¨zF›˜VFm›˜a’›a*¤›apm˜˜a’˜ad*dF˜pmd˜§a›˜¨zF›˜VFm›˜FdF4›apm˜ Expert Agent DistributionComparison of agent selection methods Queuing and announcements 28’’¤F˜s˜¤mF˜snnn˜ ˜›F˜mmp¤m4FhFm›˜a’˜mp›˜*¤’˜*¤›˜a’˜’›add˜¤mad*dF˜›F˜ First announcementForced first announcement ›˜˜Op4F=˜Oa’›˜mmp¤m4FhFm›˜›F˜Opddp§amV˜p44¤’9 Second announcement 30’’¤F˜s˜¤mF˜snnn˜ Entering the queue Forced disconnectAnnouncement rules ˜Opddp§amV˜¤dF’˜VpFm˜mmp¤m4FhFm›’˜˜4ddF˜F’9˜ Direct Agent Calling Priority queuingQueue status indications ’’aVm˜apa›˜¤F¤amV˜›p˜˜4ddamV˜z›Œ’˜d’’˜pO˜F’›a4›apm˜ Considerations Maximum Number of Agents MIA Across Splits/Skills Class of Restriction AnnouncementsStoring and retrieving messages 34’’¤F˜s˜¤mF˜snnn˜ Vector-controlled splits Trunk groups and ACD splitsAgent considerations 36’’¤F˜s˜¤mF˜snnn˜ Changing hunt groups from ACD to non-ACD˜VFm›’˜F˜dpVVF=˜am Dd˜VFm›’˜F˜am˜¤¨ada˜pc˜hp=F ›˜dd˜F›¤z Ad˜m›F4ph 38’’¤F˜s˜¤mF˜snnn˜ Fham›amV˜¨›Fm’apm˜p¤z˜ ˜˜4mmp›˜*F˜˜hFh*F˜pO˜m˜˜’zda› ’OFPmF˜a’zd Basic Call Management System ’a4˜dd˜mVFhFm›˜’›Fh How to administer Bcms 40’’¤F˜s˜¤mF˜snnn˜ ˜amOph›apm˜*p¤›˜p§˜˜F4p=’˜F=aF4›F=˜m=˜4pmOFFm4F=˜4dd’˜’FF˜ PF˜VFm›’˜ph˜ ¨ah¤h˜VFm›’˜=a’zd’˜*˜pma›p˜˜zda›˜4phhm= ¬¬1 Best Service RoutingSystem Capacity R6vs/csi/si R6r ¨ah¤h˜˜›Fhamd’ ¨ah¤h˜4›aF˜ham›Fmm4F˜4phhm=’˜Op˜’’›Fh Benefits of Best Service Routing ›F˜mF›§pc Before you Start4m˜*F˜’¤zzp›F=˜*˜›F˜p›F˜4Fm›F’˜am˜ 44’’¤F˜s˜¤mF˜snnn˜ Switch requirements ’›˜Fa4F˜p¤›amV¡ Network requirements 46’’¤F˜s˜¤mF˜snnn˜ How to administer Best Service Routing Single-site BSR Multi-site BSR 48’’¤F˜s˜¤mF˜snnn˜ Call surplus situations Agent surplus situations 50’’¤F˜s˜¤mF˜snnn˜ FOpF˜=FdaFamV˜›F˜4dd=FdaFamV˜›F˜4dd 4phzF˜dd˜›F˜’zda›’˜p˜’cadd’˜’zF4aOaF=˜am˜›F˜F4›p˜ Vector commands for single-site BSR 15. Vector commands and command elements for single-site BSR Key word 52’’¤F˜s˜¤mF˜snnn˜ Vector commands for multi-site BSR 16. Vector commands and command elements for multi-site BSR 54’’¤F˜s˜¤mF˜snnn˜ VFm›˜Fhamd˜a’zd ‘‘Look-Ahead Interflow’’ on page 1-104˜Op˜hpF˜amOph›apm 56’’¤F˜s˜¤mF˜snnn˜ ¤››’ ˜Fmm4FhFm›’˜F˜*FFm˜==F=˜Op˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn 17. Required forms Form Field How to administer the DEFINITY/CMS InterfaceCall Management System =˜d›F˜4pmOaV¤›apm’ ˜pmd Call Prompting 9600 How to administer Call Prompting 60’’¤F˜s˜¤mF˜snnn˜ Vectoring’’ on ¤›pa«›apm˜p=F’ 18. Required forms Form Field How to administer Call VectoringCall Vectoring 62’’¤F˜s˜¤mF˜snnn˜ On next 64’’¤F˜s˜¤mF˜snnn˜ ¤˜4m˜Fm›F˜˜˜F¨›Fm’apm˜am˜›F˜Opddp§amV˜OaFd=’Form Field Interactions 66’’¤F˜s˜¤mF˜snnn˜ Dd˜F4›pamV Dd˜a›amV˜Fham›apm ›˜F’›a4›apm 68’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn CentreVu Advocate 70’’¤F˜s˜¤mF˜snnn˜ 20. Required forms Form Field How to administer CentreVu AdvocateFm›F¤˜=p4›F VFm›˜pVam-pVp¤› VFm›˜dd˜m=damV˜FOFFm4FVFm›’˜am˜¤d›azdF˜cadd’ 72’’¤F˜s˜¤mF˜snnn˜ Dd˜pFVF ¨zF4›F=˜a›˜ahF Dd˜Fm›F PmOFFm4F-m’OFAF4›˜VFm›˜dd’ 74’’¤F˜s˜¤mF˜snnn˜ Pm˜dd’ Fm›F¤˜=p4›F ¤d›azdF˜dd˜m=damV¤d›azdF˜apa›˜¤F¤amV ’pm˜p=F’ VFm›˜pd=˜J˜a›˜m=˜a›p¤›˜¤d›azdF˜dd˜m=damV Dd˜Fm›F AhF=˜==-FhpF˜cadd˜a˜ 76’’¤F˜s˜¤mF˜snnn˜ Fm›F¤˜=p4›F ’a4˜dd˜mVFhFm›˜’›Fh˜ ¤d›azdF˜cadd˜¤F¤amV 21. Required forms Form Field How to administer EASExpert Agent Selection 78’’¤F˜s˜¤mF˜snnn˜ How to administer Direct Agent Announcement Vector administration Detailed administration for EASVDN administration 22. Required forms Form Field Detailed description Agent selection Agent administrationCall Handling Preference administration Agent Selection Method Additional Agent Login ID Capabilities 82’’¤F˜s˜¤mF˜snnn˜ Direct Agent Calling Dd’˜›p˜›F˜˜VFm›˜pVam˜˜4m˜4pF˜›p˜ 84’’¤F˜s˜¤mF˜snnn˜Page Dd˜Fm›F ’zd’˜˜pmF 86’’¤F˜s˜¤mF˜snnn˜ Inbound Call Management ¤m=˜dd˜mVFhFm› 88’’¤F˜s˜¤mF˜snnn˜ How to administer ICM24. Required forms Form Field Detailed description Applications ˜Opddp§amV˜F˜’phF˜›za4d˜˜zzda4›apm’9 90’’¤F˜s˜¤mF˜snnn˜ Agent data screen delivery applicationsPmF VFm›˜=›˜›Fhamd VFm›˜zpmF Integration with speech processing adjuncts VFm›˜=›˜›Fhamd PmF ZFF4˜zp4F’’p Az-amV˜damF’ VFm›˜zpmF92’’¤F˜s˜¤mF˜snnn˜ Host/adjunct call routing FmFF˜ ˜˜am›FOdp§’˜˜4dd˜pF˜˜›¤mc˜O4ada›aF’˜Op˜F¨hzdF˜ Information ForwardingDd˜phz›amV ˜¤’F˜amOph›apm ›F˜mhF˜pO˜›F˜4›aF˜˜˜ MOph›apm˜p§=amV Support of new featuresUser-to-User Information Transport Administering User-to-User Information Transport 96’’¤F˜s˜¤mF˜snnn˜ ˜p˜ ˜p˜d›F˜aO˜p¤˜§m›˜ Dmc ’F=˜=› OaFd=˜4mmp›˜*F˜ ˜Maximum Size of UUI IE Contents OaFd=˜zzF’ 98’’¤F˜s˜¤mF˜snnn˜ Determining User Information Needs 100’’¤F˜s˜¤mF˜snnn˜ TroubleshootingZzda4›apm’˜h˜Oad˜pm˜mF›§pc’˜’¤zzp›amV˜daha›F=˜˜›m’zp›˜ Interflow Intraflow and InterflowIntraflow ’F˜dd˜p§=amV˜§a›˜m›Odp§˜›p˜¤m4pm=a›apmdd˜Op§=˜˜’zda›Œ’˜4dd’ 102’’¤F˜s˜¤mF˜snnn˜ How to administer Intraflow and Interflow26. Required forms Form Field Fhzp˜a=VF=˜zzFm4F QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn Look-Ahead Interflow 104’’¤F˜s˜¤mF˜snnn˜ 27. Required forms Form Field How to administer Look-Ahead InterflowPpcF=˜m›FOdp§ 106’’¤F˜s˜¤mF˜snnn˜ Interactions Dd˜F›ad˜F4p=amV˜I˜F4FaamV˜§a›4 108’’¤F˜s˜¤mF˜snnn˜ PpcF=˜m›FOdp§ M4phamV˜dd˜mVFhFm› 28. Required forms Form Field How to administer MCHMultiple Call Handling ˜’zda› MCH settings On request One forced 112’’¤F˜s˜¤mF˜snnn˜ One per skillMany forced MCH example 29. MCH Call Delivery Example Calls Delivered? Skill ¤›ph›a4˜pd= 114’’¤F˜s˜¤mF˜snnn˜ =aF4›apm˜pm˜p˜m’§F ¤d›azdF˜dd˜m=damV AF4›˜VFm›˜ddamV˜F˜p˜’F˜F4FaF’˜˜„¤F¤F=˜˜p˜aF4›˜VFm›˜4dd 30. Required forms Form Field How to administer Queue Status IndicationsQueue Status Indications 116’’¤F˜s˜¤mF˜snnn˜ FF˜F˜›§p˜›zF’˜pO˜¤F¤F˜››¤’˜m=a4›apm’9 ¤h*F˜pO˜„¤F¤F=˜4dd’˜ ››Fm=m›˜m=˜pmF˜a’zd’˜ahF 31. Required forms Form Field How to administer Reason CodesReason Codes 118’’¤F˜s˜¤mF˜snnn˜ Requested reason codes Entering AUX work modeDetailed description Forced reason codes Logging out 120’’¤F˜s˜¤mF˜snnn˜ Default code˜§pc˜hp=F˜*FOpF˜dpVVamV˜p¤› Interactions 32. Required forms Form Field How to administer RonaRedirection on No Answer 122’’¤F˜s˜¤mF˜snnn˜ Application examples VRU applications ˜4mŒ›˜F=aF4›˜˜4dd˜›p˜m˜=hama’›FF=˜˜Oph˜˜4pmF’F˜’›Fz ¨¨¨˜›p˜4pmmF4›˜›F˜4dd˜›p˜m˜VFm› Other applicationsScreen 1-1. Call Vector 124’’¤F˜s˜¤mF˜snnn˜ Rona Routing Sequences 126’’¤F˜s˜¤mF˜snnn˜ Using BCMS/CMS reports with RonaReturning AAS agents to service VFm›’˜am˜h¤d›azdF˜’zda›’ 128’’¤F˜s˜¤mF˜snnn˜ MOama›F˜OFF=*4c˜ 4pm›pd˜mp›aOa4›apm›aOa4›apm Dd˜pFVF˜ 130’’¤F˜s˜¤mF˜snnn˜ =aF4›apm˜pm˜p˜m’§F Dd˜Fm›F DdamV-ddF=˜¤h*F˜a’zd 132’’¤F˜s˜¤mF˜snnn˜ ¤’a4pmpd=˜44F’’˜I˜¤’a4˜pm˜m’OFF=˜›¤mc˜4dd Dd˜Fm›F Pa4F˜F’zpm’F˜m›FV›apm˜ Interactions with other ringing call timers36. Timer Description 134’’¤F˜s˜¤mF˜snnn˜ 37. RONA/Timer Interaction Timer Timeout Restarted After Redirection? 38. Required forms FormField Service ObservingHow to administer Service Observing 136’’¤F˜s˜¤mF˜snnn˜ 38. Required forms Form Field 138’’¤F˜s˜¤mF˜snnn˜ Observing logical-agent IDsObserving VDNs Observing remotely or by FAC ’FF’˜4m˜p*’FF˜4dd’˜Oph˜˜Fhp›F˜dp4›apm˜p˜dp4d˜›Fhamd˜¤’amV˜ ›˜4›aF PmF FmaF=˜4›a›apm PcFm˜Od¤››F ›F4Fz›-*¤’-Fp=F ›a›F= Service Observing indicators39˜’p§’˜VFmFd˜Fa4F˜*’FamV˜am=a4›p’˜››˜p*’FF’˜F4FaF 140’’¤F˜s˜¤mF˜snnn˜ ¨›Fm’apm˜mp›˜p*’F*dF =FmaF= ˜’¤4˜F¨›Fm’apm =FmaF=Am›F4Fz› ›˜ddp§F=˜s =FmaF= 142’’¤F˜s˜¤mF˜snnn˜ ¤’˜›Fm˜ ’FF˜§a›p¤›˜*¤››pm˜ =F4›a›F’˜ MV’˜¤z ’FamV 144’’¤F˜s˜¤mF˜snnn˜ General securityVDN-call security Remote-access security Vector-initiated security Trunk calls Considerations ObservabilityIneligibility Multiple observers ˜p*’FF˜4mmp›˜ama›a›F˜˜4pmOFFm4F˜§adF˜p*’FamV Conferenced callsTransferred calls ’FF’˜4mmp›˜ama›a›F˜˜›m’OF˜§adF˜p*’FamV 148’’¤F˜s˜¤mF˜snnn˜ ¤’FaOa4›apm˜Dd˜pFVF-dd˜a4c¤z ¤’a4pmFd-¤’a4pmpd= 150’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F F4p=F=˜mmp¤m4FhFm›Az˜›pmF ˜p*’FF’˜=p˜mp›˜F˜›F˜«az˜›pmF˜››˜›F˜m’§FamV˜VFm›˜F’ What does Ucid look like? What is UCID’s purpose?Universal Call ID How Does Ucid Work? How are UCIDs transmitted? When are UCIDs created?What creates UCIDs? 152’’¤F˜s˜¤mF˜snnn˜ How are UCIDs tracked? Station-to-Station Calls 154’’¤F˜s˜¤mF˜snnn˜ Incoming Trunk CallsOutgoing Trunk Calls Simple Transfer or Conference ’˜’4Fmap˜=F’4a*F’˜˜’ahzdF˜›m’OF˜p˜4pmOFFm4F˜4dd˜’4Fmap˜ Complex Conference 156’’¤F˜s˜¤mF˜snnn˜ Intuity Conversant Transfers a Call Definity before Intuity ConversantSimple call tracking ›F˜ ˜ ˜am˜˜4cmp§dF=VhFm›˜hF’’VF’˜ 158’’¤F˜s˜¤mF˜snnn˜ Intuity Conversant before Definity ˜4pmOaV¤›apm Connections … 160’’¤F˜s˜¤mF˜snnn˜ Connections… ›apmd˜ ˜m›FO4F dp*d˜’F››amV˜›p˜’Fm=˜ ›¤F’ ’˜›p˜ How to Administer Universal Call IDTask a Check Asai Interface before enabling 162’’¤F˜s˜¤mF˜snnn˜ Task b Set Definity ECS to create and send UCIDs ˜›F˜Create Universal Call ID UCID?˜OaFd=˜Fm›F˜y ¢ m˜›F˜4phhm=˜damF˜Fm›F˜release mis Task c Enable Ucid Transmission on Trunk Groups˜›p˜zVF˜G˜pO˜›F˜Oph ˜a’˜Op˜˜p›F˜zp›p4pd’˜F˜Op˜ T p˜›p˜zVF˜¢˜pO˜›F˜Oph Considerations Troubleshooting 48. Required Forms Field How to administer VicpVDN in a Coverage Path 166’’¤F˜s˜¤mF˜snnn˜ ››Fm=m› 168’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn Dd˜Fm›F PpcF=˜m›FOdp§ 170’’¤F˜s˜¤mF˜snnn˜ 49. Required forms Form Field How to administer VOAVDN of Origin Announcement ˜˜FzF› 172’’¤F˜s˜¤mF˜snnn˜ Considerations VFm›˜dd˜m=damV˜m’§FamV˜z›apm’ I ¤›ph›a4˜m’§F 174’’¤F˜s˜¤mF˜snnn˜ Mm4F=˜¤›ph›a4˜cF¤z 176’’¤F˜s˜¤mF˜snnn˜ Voice Response Integration 178’’¤F˜s˜¤mF˜snnn˜ How to administer VRI50. Required forms Form Field ’˜m˜F¨›Fm’apm˜am˜˜p¤›F›p˜=aVa›’˜F4›p˜’›Fz˜p˜F¨hzdF9 180’’¤F˜s˜¤mF˜snnn˜ Page 182’’¤F˜s˜¤mF˜snnn˜ ›’§a›4˜AmF’a=F˜s˜4pmmF4›aa› ¤’a4pmpd= Dd˜Fm›F =aF4›apm˜pm˜p˜m’§F˜ 184’’¤F˜s˜¤mF˜snnn˜ VuStats CallMaster Terminal with VuStats Display 186’’¤F˜s˜¤mF˜snnn˜ 52. Required forms FormField How to administer VuStats51. System-Parameter Customer-Options form Form Field 188’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F ›¤FFd›F=˜’›FhhF›F’˜Oph˜=hama’››p˜*FOpF˜4mVamV˜›a’˜OaFd= ID number˜I˜z›apmdd˜=hama’›F˜m˜˜m¤h*F˜Op˜F4˜ ¤››’˜a’zd˜ph›˜Oph 190’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn Screen 1-2. Format Description Example 192’’¤F˜s˜¤mF˜snnn˜Page 194’’¤F˜s˜¤mF˜snnn˜ Detailed description What information is displayed˜Opddp§amV˜Oph’˜m=˜OaFd=’˜=F›FhamF˜amOph›apm˜››˜¤››’˜=a’zd’ Threshold Data TypePeriod Format description ˜p¤˜¤’F˜=a’zd˜damcamV˜’’aVm˜˜F¨›˜*¤››pm˜pm˜VFm›˜›Fhamd’ Display linkingHow the information looks 196’’¤F˜s˜¤mF˜snnn˜ When the information updates ˜Opddp§amV˜Oph’˜m=˜OaFd=’˜=F›FhamF˜§Fm˜¤››’˜=a’zd’˜¤z=›F Tables of Data Types 198’’¤F˜s˜¤mF˜snnn˜ ˜m¤h*F˜pO˜mpm˜4dd’˜››˜m˜ Zda›˜Fzp›9˜˜ VFm›˜Fzp›9˜˜Mpm˜4dd’˜››˜m˜VFm›˜4phzdF›F=˜ 200’’¤F˜s˜¤mF˜snnn˜ ’aO›¤¨›ahF=FO¤d› ¤›pm˜p˜m¤dm˜§pc˜hp=F FFd’›Fh˜››¤’-zda›˜ 202’’¤F˜s˜¤mF˜snnn˜ ›F˜’zda›-’cadd AmVamVZda›˜Fzp›-zda›˜ =˜=aF4›˜VFm›˜4dd’˜Op˜›a’˜’zda› ››¤’9˜zda›˜hF˜›ahF 204’’¤F˜s˜¤mF˜snnn˜ ’zda›-’cadd˜4dd’˜m=˜=aF4›˜VFm›˜4dd’ ›p›dO›F4dd›ahF ˜›p›d˜›ahF˜m˜VFm›˜’zFm›˜am˜ VFm›˜Fzp›-VFm›˜’F˜a’˜dpVVF=˜am›p˜m˜’zda› 4ddFd›F=˜p˜mpm4ddFd›F=˜˜Op˜ 206’’¤F˜s˜¤mF˜snnn˜ §pc˜hp=F˜Op˜F’pm˜p=F˜n˜Op˜›F˜ FOFFm4F=˜’cadd VFm›’am¤¨dd §pc˜hp=F˜Op˜F’pm˜p=F˜˜Op˜›F˜ FOFFm4F=˜’cadd VFm›’am¤¨G§pc˜hp=F˜Op˜F’pm˜p=F˜G˜Op˜›F˜ FOFFm4F=˜’cadd VFm›’am¤¨n ˜§pc˜hp=F˜Op˜mp›F˜’zda›˜ ˜˜4dd˜pm˜pd=˜*¤›˜F˜mp›˜am˜ 208’’¤F˜s˜¤mF˜snnn˜ FVF4=›dc›ahF ˜FVF˜›dc˜›ahF˜Op˜˜4dd’˜ ’›Fh˜››¤’-zda›˜˜›F˜ppc˜F=˜m›FOdp§˜OF›¤F ’zda›˜››˜§FF˜m’§FF=˜§a›am˜›F˜ Fzp›-zda›˜ Am˜mp›F˜’zda› 4dd’§a›amV ˜m¤h*F˜pO˜4dd’˜››˜F˜ ’›Fh˜››¤’9˜§Fm˜›F˜4dd˜Fm›F’˜›F˜’zda›-’cadd ¤hh˜Fzp›9˜~˜ 210’’¤F˜s˜¤mF˜snnn˜ Op˜m˜’zda›˜=¤amV˜˜’zF4aOa4˜›ahF˜ ¤’˜’aVmd˜=a’4pmmF4›F=˜4dd’˜4dd’˜ =a’4pmmF4›F=˜*˜›F˜’§a›4˜m=˜4dd’Op4F=*¤’p˜ ¤›Odp§˜4dd’˜4dd’˜=aF4›F=˜›p˜mp›F˜ 212’’¤F˜s˜¤mF˜snnn˜ ’zF4aOaF=˜›¤mc˜Vp¤z˜§FF˜*¤’˜=¤amV˜ FVam’˜§Fm˜›F˜d’›˜›¤mc˜a’˜’Fa«F=˜zF4Fm›˜pO˜›ahF˜›¤mc’˜§FF˜*¤’aF=˜ ¤mc˜p¤z9˜~˜ ZF4Fm››¤mc’ham› 214’’¤F˜s˜¤mF˜snnn˜ Page 216’’¤F˜s˜¤mF˜snnn˜ Action Object Qualifier Agent LoginIDAdministration Commands CF˜’’aVmhFm›’˜’˜F„¤aF=˜Op˜›F˜Opddp§amV˜OaFd=’˜pm˜›F˜Oph9 Form InstructionsDd˜Fm›F˜ph’ =p4›F˜’F˜¤a=F˜QGQ¢sQGQQ ’’¤F˜s˜¤mF˜snnn˜ Screen 2-1. Agent LoginID Form Screen 2-2. List Agent LoginID Form Implementation Notes ’›’Fa4Fp¤›amV ¨¨¨˜zzda4›apm˜ ¤h*F˜p˜‹mF¨›Œ 4mVF =a’zd FhpF Best Service Routing BSR Application Plan’›˜Fa4F˜p¤›amV˜˜zzda4›apm˜dm ’›’Fa4Fp¤›amV Location NameIaF˜F4˜dp4›apm˜˜mhF˜§a›˜¤z˜›p˜sQ˜44›F’ Screen 2-3. Best Service Routing Application Plan Form Screen 2-4. List Best Service Routing Applications Form 4cF›’˜/˜0˜am=a4›F˜›F˜„¤daOaF˜a’˜pz›apmd BCMS/VuStats Login ID4h’-¤’››’˜dpVam˜’ 4mVF DpVam˜0 =a’zd Da’› DpVam˜0˜4p¤m›˜ Screen 2-5. BCMS/VuStats Login IDs Form Name˜-˜˜mhF˜’’p4a›F=˜§a›˜›F˜dpVam˜˜pz›apmd 7 of the form Screen 2-6. Feature-Related System Parameters form page 7Call Center System Parameters ˜zhF›F’9 Dd˜Fm›F˜’›Fh˜hF›F’ F4›pamV˜zhF›F’9 ˜zhF›F’ Interflow-qpos EWT Threshold˜I˜›˜pO˜Fmm4F=˜ppcF=˜Fa4F˜*’FamV˜zhF›F’9 VFm›˜m=˜dd˜FdF4›apm˜hF›F’9 Screen 2-7. Feature-Related System Parameters form page 88 of the form =FO¤d›˜m=˜predicted-wait-time˜a’˜OaFd=˜=F›FhamF’˜p§˜ ˜ Dd˜Fm›F˜ph’ ’pm˜p=F’˜hF›F’9 Value cannot be used assign either Bcms or VuStats first F4›p =a’zd ˜/Œzam›Œ˜p˜Œ’4F=¤dFŒ0 Da’› Call Vector’F˜›F˜Opddp§amV˜4phhm=’˜›p˜=hama’›F˜›F˜dd˜F4›p˜Oph˜ ˜/‹4p¤m›Œ˜s0˜/Œzam›Œ˜p˜Œ’4F=¤dFŒ0 Screen 2-8. Call Vector Form Page 1 Screen 2-9. Call Vector Form Page 2 Screen 2-10. Call Vector Form Page 3 ˜a’˜Fm*dF= =a’zd ’pm4p=FmhF’ 4mVF Reason Code NamesAction Object Screen 2-11. Reason Code Names form Page 1 SIT Treatment for Call Classification 4mVF ’a››F›hFm› ˜ -˜ =a’zd ¬s ’F4pm=’ Screen 2-12. SIT Treatment For Call Classification Form CF˜’’aVmhFm›˜’˜F„¤aF=˜Op˜›F˜Opddp§amV˜OaFd=’˜pm˜›F˜Oph9 Vector Directory Number¨¨¨¨¨˜F¨›Fm’apm˜m¤h*F˜pO˜˜›p˜*F˜==F=˜p˜ŒmF¨›Œ ˜˜OF›¤F˜h¤’›˜*F˜Fm*dF=˜pm˜›F˜’›FhhF›F’˜ Acceptable Service Level sec˜-˜md˜=a’zdF=˜§Fm˜›F˜ Screen 2-13. Vector Directory Number Add/Change Form Screen 2-14. Vector Directory Numbers List Form Implementation Notes Vector Routing Table ˜›p¤V˜¨˜p˜mF¨› Screen 2-15. Vector Routing Table Form 1 4mVF ¤’››’=a’zdOph› SQ¬ Da’› SQ¬˜4p¤m›˜oo VuStats Display Format¤››’˜a’zd˜ph› Data Field Character˜-˜F˜44›F˜››˜§add˜*F˜¤’F=˜am˜›F˜ph›˜ OaFd= Valid Input DescriptionMp¤z=›F ˜=a’zd˜a’˜mp›˜¤z=›F=˜m=˜zzF’˜pmd˜ Op˜›F˜am›Fd˜’zF4aOaF=˜am˜›F˜a’zd˜m›Fd˜ ’zd˜4dF’˜O›F˜sQ˜’F4pm=’ ’zd˜4dF’˜O›F˜Q˜’F4pm=’’zd˜4dF’˜O›F˜s¬˜’F4pm=’˜=FO¤d›˜d¤F ’zd˜4dF’˜O›F˜¬˜’F4pm=’ Minimum Valid Input Description Length ¤››’˜a’zd˜ph› Screen 2-17˜’p§’˜m˜F¨hzdF˜pO˜˜4phzdF›F=˜¤››’˜a’zd˜ph›˜’4FFm Format List VuStats Display Format Screen No˜-˜¤h*F˜F˜¤ma„¤F˜a=Fm›aOamV˜m¤h*F˜pO˜F4˜=a’zd˜Oph› Tables of Required and Allowed Fields Screen 2-18. VuStats Display Formats List Form On next 40’’¤F˜s˜¤mF˜snnn˜ ›p›dO›F4dd›ahF „¤aF= ›p›d4=4dd›ahF „¤aF=›p›d4=›dc›ahF „¤aF= ›p›d¤¨›ahF „¤aF= 42’’¤F˜s˜¤mF˜snnn˜ ¤››’˜a’zd˜ph› 44’’¤F˜s˜¤mF˜snnn˜ References QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-1 FOFFm4F’ ’a4˜ ˜˜=p4¤hFm›’ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-3 ’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-5 Definity Asai QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-7 ’’¤F˜s˜¤mF˜snnn˜ ACD QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn A-9 Non-U.S. audiences AAC Numerics˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-1 GL-2’’¤F˜s˜¤mF˜snnn˜ Adap Aiod ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-3ADM ALM-ACK GL-4’’¤F˜s˜¤mF˜snnn˜Albo Ansi ATD ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-5ATB Audix GL-6’’¤F˜s˜¤mF˜snnn˜Audio Information Exchange Audix Automatic Alternate Routing AAR AVD ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-7AUX AWT Bhcc GL-8’’¤F˜s˜¤mF˜snnn˜BER BRI CAG ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-9Cacr Carrier GL-10’’¤F˜s˜¤mF˜snnn˜Cama Ccitt ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-11Ccis Ccms GL-12’’¤F˜s˜¤mF˜snnn˜ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-13 GL-14’’¤F˜s˜¤mF˜snnn˜ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-15 CWC DCP aVa›d˜phh¤ma4›apm’˜p›p4pd GL-16’’¤F˜s˜¤mF˜snnn˜DCE ›4phh¤ma4›apm’˜F„¤azhFm› DDC aF4›˜Fz›hFm›˜ddamV DDD aF4›˜a’›m4F˜adamV ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-17 Did GL-18’’¤F˜s˜¤mF˜snnn˜ DND DS1 aVa›d˜aVmd˜FFd˜s DS1C aVa›d˜aVmd˜FFds˜zp›p4pd˜ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-19Domain DSU ›˜’Fa4F˜¤ma› Dwbs GL-20’’¤F˜s˜¤mF˜snnn˜DTS ˜m=˜hp¤›˜F4FaF˜m=˜›m’ha› EMI ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-21Electronics Industries Association EIA EPN FF˜F¨zm’apm˜4pm›pd˜4aF GL-22’’¤F˜s˜¤mF˜snnn˜Etsi ¤pzFm˜FdF4phh¤ma4›apm’˜›m==’˜m’›a›¤›F Extension-out Fnpa ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-23FAC Foreign-exchange trunk GL-24’’¤F˜s˜¤mF˜snnn˜Foreign-exchange FX Gptr Hertz Hz ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-25Handshaking logic Holding time GL-26’’¤F˜s˜¤mF˜snnn˜ ICI INS ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-27Inads Inwats m§=˜a=F˜F˜FdFzpmF˜Fa4F GL-28’’¤F˜s˜¤mF˜snnn˜Internal measurements Isdn trunk ˜›¤mc˜=hama’›FF=˜Op˜¤’F˜§a›˜˜d’p˜4ddF=˜˜O4ada› LAN ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-29ITP Linl GL-30’’¤F˜s˜¤mF˜snnn˜Line appearance LSU Madu ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-31MAC MDR GL-32’’¤F˜s˜¤mF˜snnn˜MDM MEM Mmcs ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-33Miscid MOS Mssnet ’’˜’›pVF-mF›§pc˜4pm›pd GL-34’’¤F˜s˜¤mF˜snnn˜MSA F’’VF˜’Fa4amV˜=b¤m4› Mtdm p=¤d˜›¤mc˜=›˜hp=¤dF MTP am›Fmm4F˜›zF˜zp4F’’p NAU ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-35MWL F’’VF§a›amV˜dhz Network NXX GL-36’’¤F˜s˜¤mF˜snnn˜NID OCM ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-37Occurrence ONS mzFha’F’˜’››apm OPS OOzFha’F’˜’››apm Packet bus GL-38’’¤F˜s˜¤mF˜snnn˜Paccon Paging trunk PIB ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-39PEI Pidb GL-40’’¤F˜s˜¤mF˜snnn˜ Procr Psdn 4cF›’§a›4˜z¤*da4˜=›˜mF›§pc ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-41PSC Read-only memory ROM GL-42’’¤F˜s˜¤mF˜snnn˜RAM REN Rmats Fhp›F˜am›Fmm4F˜=hama’››apm˜m=˜OOa4˜’›Fh ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-43Rinl SAC Fm=˜dd˜dd’ Sddn pO›§FFOamF=˜›˜F›§pc GL-44’’¤F˜s˜¤mF˜snnn˜Scotch §a›4˜pmOFFm4amV˜Op˜˜¤’˜am˜pm4Fm››apm˜aV§ Simplex system ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-45 SSI GL-46’’¤F˜s˜¤mF˜snnn˜ SwitchSwitchhook SVN ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-47 Sysam TEG GL-48’’¤F˜s˜¤mF˜snnn˜TCM TOD Tttn FF˜›m=Fh˜›aF›¤mc˜mF›§pc˜ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-49TSC F4ma4d˜Fa4F˜Fm›F UAP Uucp GL-50’’¤F˜s˜¤mF˜snnn˜Unma maOaF=˜F›§pc˜mVFhFm›˜4a›F4›¤F VAR d¤F==F=˜F’FddF Wideband Wideband access endpoint˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-51 Write operation WSS aFdF’’˜¤*’4a*F˜’›Fh ZCS !Fp˜p=F˜¤zzF’’apm GL-52’’¤F˜s˜¤mF˜snnn˜WSA a›amV˜’F’’apm˜44Fz› ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-1 ¤’›˜amVamV˜˜ss¢ ˜m=˜ =F¨ IN-2’’¤F˜s˜¤mF˜snnn ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-3 IN-4’’¤F˜s˜¤mF˜snnn =VF=˜dd˜zzFm4F am›F4›apm’ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-5 DdamV˜›˜¤h*F-addamV˜¤h*F˜-˜˜sGn IN-6’’¤F˜s˜¤mF˜snnn¤d›azdF˜dd˜m=damV˜˜˜sssT Fa4F˜*’FamV˜˜ssTG ¤››’˜˜s¢sT ==-FhpF˜cadd˜a˜˜˜s- VFm›˜pd=˜˜s- VFm›˜pVam-pVp¤›˜˜s ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-7 ==-FhpF˜cadd’˜˜s- ¤››’˜˜s¢sT ˜pa4F˜amOph›apm˜’’›Fh˜˜˜sG =a’zd’˜˜sG IN-8’’¤F˜s˜¤mF˜snnnDd˜F4›pamV˜˜s- 4ada›˜F’›a4›apm˜FFd’˜˜m=˜FdamV˜d’’˜c’˜ ¤›ph›a4˜dd˜a’›a*¤›apm˜˜˜sG ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-9¨zF›˜VFm›˜FdF4›apm˜˜˜sG- hp’›˜a=dF˜VFm›’˜ IN-10’’¤F˜s˜¤mF˜snnn =a4›F=˜a›˜ahF Fm›F¤˜=p4›F˜˜s¬ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-11 AmVamV˜4dd˜›ahF’˜˜ssT ¤›F›p˜F4›p˜4phhm=’˜˜sG ¤›ph›a4˜dd˜a’›a*¤›apm˜˜˜sT IN-12’’¤F˜s˜¤mF˜snnnFa4F˜*’FamV˜˜ssTT Pa4F˜F’zpm’F˜m›FV›apm˜˜˜ssG¬ Fm=˜dd˜dd’˜ SsTG dd˜pFVF˜˜ssTG ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-13 IN-14’’¤F˜s˜¤mF˜snnn ›*dF’˜˜ssnG ›¤mc˜Vp¤z’˜˜s¢s¢ F4›p˜=aF4›p˜m¤h*F’˜˜˜s¢s¬ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-15˜=a’zd˜˜ssGQ 4pm’a=F›apm’˜˜s¢s =›˜›zF’˜˜ssnQ ˜pO˜aVam˜mmp¤m4FhFm›˜˜ss IN-16’’¤F˜s˜¤mF˜snnn¤››’˜OF›¤F =a’zd˜Oph›’