Considerations Troubleshooting | Avaya 555-233-503 guide

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Avaya 555-233-503 manual Considerations Troubleshooting

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 Audience Reason for reissueHow to use this document Purpose ˜amOph›apm˜Op˜F4˜OF›¤F˜a’˜¤’¤dd˜zF’Fm›F=˜¤m=F˜OaF˜F=amV’9 Feature-related informationOrganization Vma«›apm Viii ’’¤F˜s˜¤mF˜snnn˜ Conventions used in this document =Fhc’˜m=˜’Fa4F˜hc’ Trademarks and service marks ¤4Fm›˜F4mpdpVaF’˜Fm›F’˜pO˜¨4FddFm4F How to get helpHow to make comments about this document Call Center Call Center features ’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F =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 Interactions Agent Call Handling How to administer Agent Call Handling Detailed description Agent login and logout VFm›˜dd˜m=damV LoginLogout ACD work modes Agent answering optionsAutomatic Answer Manual Answer After Call Work mode Auxiliary work modeAuto-In mode Manual-In mode Agent request for supervisor assistance Cancelling Timed ACWTimed After Call Work Timed ACW and VDN 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 Nonvector-controlled splits Considerations Release button Timed ACW Agents assigned to hunt-group and ACD calls Agents logged into multiple splitsAgents with Automatic Answer Callmaster terminals Dda’p˜˜=b¤m4› 20’’¤F˜s˜¤mF˜snnn˜ FaO˜››˜›F˜˜OaFd=˜Oph˜a’˜’F›˜›p y pm˜›F˜¤m›˜p¤z˜ How to administer AASAuto-Available Split ¤m›˜p¤z VFm›˜pVam˜˜pmd 22’’¤F˜s˜¤mF˜snnn˜ ¤›pm’§F ˜mp›˜=hama’›F˜m˜¤›pm’§F˜›Fhamd˜’˜˜hFh*F˜pO˜m˜ 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 28’’¤F˜s˜¤mF˜snnn˜ Queuing and announcements ›˜˜Op4F=˜Oa’›˜mmp¤m4FhFm›˜›F˜Opddp§amV˜p44¤’9 First announcementForced first announcement ˜›F˜mmp¤m4FhFm›˜a’˜mp›˜*¤’˜*¤›˜a’˜’›add˜¤mad*dF˜›F˜ 30’’¤F˜s˜¤mF˜snnn˜ Second announcement ˜Opddp§amV˜¤dF’˜VpFm˜mmp¤m4FhFm›’˜˜4ddF˜F’9˜ Forced disconnectAnnouncement rules Entering the queue ’’aVm˜apa›˜¤F¤amV˜›p˜˜4ddamV˜z›Œ’˜d’’˜pO˜F’›a4›apm˜ Priority queuingQueue status indications Direct Agent Calling MIA Across Splits/Skills Considerations Maximum Number of Agents 34’’¤F˜s˜¤mF˜snnn˜ AnnouncementsStoring and retrieving messages Class of Restriction 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 Ad˜m›F4ph ›˜dd˜F›¤z 38’’¤F˜s˜¤mF˜snnn˜ Fham›amV˜¨›Fm’apm˜p¤z˜ ˜˜4mmp›˜*F˜˜hFh*F˜pO˜m˜˜’zda› ’OFPmF˜a’zd ’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˜ ¨ah¤h˜˜›Fhamd’ ¨ah¤h˜4›aF˜ham›Fmm4F˜4phhm=’˜Op˜’’›Fh Best Service RoutingSystem Capacity R6vs/csi/si R6r ¨ah¤h˜VFm›’˜=a’zd’˜*˜pma›p˜˜zda›˜4phhm= ¬¬1 Benefits of Best Service Routing 44’’¤F˜s˜¤mF˜snnn˜ Before you Start4m˜*F˜’¤zzp›F=˜*˜›F˜p›F˜4Fm›F’˜am˜ ›F˜mF›§pc ’›˜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 4phzF˜dd˜›F˜’zda›’˜p˜’cadd’˜’zF4aOaF=˜am˜›F˜F4›p˜ FOpF˜=FdaFamV˜›F˜4dd=FdaFamV˜›F˜4dd 50’’¤F˜s˜¤mF˜snnn˜ 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 =˜d›F˜4pmOaV¤›apm’ ˜pmd How to administer the DEFINITY/CMS InterfaceCall Management System 17. Required forms Form Field 9600 Call Prompting 60’’¤F˜s˜¤mF˜snnn˜ How to administer Call Prompting ¤›pa«›apm˜p=F’ Vectoring’’ on 62’’¤F˜s˜¤mF˜snnn˜ How to administer Call VectoringCall Vectoring 18. Required forms Form Field 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˜ ›˜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 20. Required forms Form Field How to administer CentreVu AdvocateFm›F¤˜=p4›F 72’’¤F˜s˜¤mF˜snnn˜ VFm›˜dd˜m=damV˜FOFFm4FVFm›’˜am˜¤d›azdF˜cadd’ VFm›˜pVam-pVp¤› Dd˜pFVF 74’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F PmOFFm4F-m’OFAF4›˜VFm›˜dd’ ¨zF4›F=˜a›˜ahF ’pm˜p=F’ Fm›F¤˜=p4›F ¤d›azdF˜dd˜m=damV¤d›azdF˜apa›˜¤F¤amV Pm˜dd’ 76’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F AhF=˜==-FhpF˜cadd˜a˜ VFm›˜pd=˜J˜a›˜m=˜a›p¤›˜¤d›azdF˜dd˜m=damV ¤d›azdF˜cadd˜¤F¤amV Fm›F¤˜=p4›F ’a4˜dd˜mVFhFm›˜’›Fh˜ 78’’¤F˜s˜¤mF˜snnn˜ How to administer EASExpert Agent Selection 21. Required forms Form Field How to administer Direct Agent Announcement 22. Required forms Form Field Detailed administration for EASVDN administration Vector administration Agent Selection Method Agent administrationCall Handling Preference administration Detailed description Agent selection 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 88’’¤F˜s˜¤mF˜snnn˜ How to administer ICM24. Required forms Form Field ˜Opddp§amV˜F˜’phF˜›za4d˜˜zzda4›apm’9 Detailed description Applications 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 ˜¤’F˜amOph›apm ›F˜mhF˜pO˜›F˜4›aF˜˜˜ Information ForwardingDd˜phz›amV FmFF˜ ˜˜am›FOdp§’˜˜4dd˜pF˜˜›¤mc˜O4ada›aF’˜Op˜F¨hzdF˜ MOph›apm˜p§=amV Support of new featuresUser-to-User Information Transport 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 100’’¤F˜s˜¤mF˜snnn˜ TroubleshootingZzda4›apm’˜h˜Oad˜pm˜mF›§pc’˜’¤zzp›amV˜daha›F=˜˜›m’zp›˜ ’F˜dd˜p§=amV˜§a›˜m›Odp§˜›p˜¤m4pm=a›apmdd˜Op§=˜˜’zda›Œ’˜4dd’ Intraflow and InterflowIntraflow Interflow 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 104’’¤F˜s˜¤mF˜snnn˜ Look-Ahead Interflow 27. Required forms Form Field How to administer Look-Ahead InterflowPpcF=˜m›FOdp§ 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› ˜’zda› How to administer MCHMultiple Call Handling 28. Required forms Form Field One forced MCH settings On request 112’’¤F˜s˜¤mF˜snnn˜ One per skillMany forced 29. MCH Call Delivery Example Calls Delivered? Skill MCH example 114’’¤F˜s˜¤mF˜snnn˜ ¤›ph›a4˜pd= =aF4›apm˜pm˜p˜m’§F ¤d›azdF˜dd˜m=damV AF4›˜VFm›˜ddamV˜F˜p˜’F˜F4FaF’˜˜„¤F¤F=˜˜p˜aF4›˜VFm›˜4dd 116’’¤F˜s˜¤mF˜snnn˜ How to administer Queue Status IndicationsQueue Status Indications 30. Required forms Form Field ››Fm=m›˜m=˜pmF˜a’zd’˜ahF FF˜F˜›§p˜›zF’˜pO˜¤F¤F˜››¤’˜m=a4›apm’9 ¤h*F˜pO˜„¤F¤F=˜4dd’˜ 118’’¤F˜s˜¤mF˜snnn˜ How to administer Reason CodesReason Codes 31. Required forms Form Field Logging out Entering AUX work modeDetailed description Forced reason codes Requested reason codes 120’’¤F˜s˜¤mF˜snnn˜ Default code˜§pc˜hp=F˜*FOpF˜dpVVamV˜p¤› Interactions 122’’¤F˜s˜¤mF˜snnn˜ How to administer RonaRedirection on No Answer 32. Required forms Form Field ˜4mŒ›˜F=aF4›˜˜4dd˜›p˜m˜=hama’›FF=˜˜Oph˜˜4pmF’F˜’›Fz Application examples VRU applications 124’’¤F˜s˜¤mF˜snnn˜ Other applicationsScreen 1-1. Call Vector ¨¨¨˜›p˜4pmmF4›˜›F˜4dd˜›p˜m˜VFm› 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 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 134’’¤F˜s˜¤mF˜snnn˜ Interactions with other ringing call timers36. Timer Description Dd˜Fm›F Pa4F˜F’zpm’F˜m›FV›apm˜ Timer Timeout Restarted After Redirection? 37. RONA/Timer Interaction 136’’¤F˜s˜¤mF˜snnn˜ Service ObservingHow to administer Service Observing 38. Required forms FormField 38. Required forms Form Field 138’’¤F˜s˜¤mF˜snnn˜ Observing logical-agent IDsObserving VDNs ’FF’˜4m˜p*’FF˜4dd’˜Oph˜˜Fhp›F˜dp4›apm˜p˜dp4d˜›Fhamd˜¤’amV˜ Observing remotely or by FAC 140’’¤F˜s˜¤mF˜snnn˜ Service Observing indicators39˜’p§’˜VFmFd˜Fa4F˜*’FamV˜am=a4›p’˜››˜p*’FF’˜F4FaF ›˜4›aF PmF FmaF=˜4›a›apm PcFm˜Od¤››F ›F4Fz›-*¤’-Fp=F ›a›F= ›˜ddp§F=˜s =FmaF= ˜’¤4˜F¨›Fm’apm =FmaF=Am›F4Fz› ¨›Fm’apm˜mp›˜p*’F*dF =FmaF= 142’’¤F˜s˜¤mF˜snnn˜ ’FF˜§a›p¤›˜*¤››pm˜ =F4›a›F’˜ MV’˜¤z ’FamV ¤’˜›Fm˜ 144’’¤F˜s˜¤mF˜snnn˜ General securityVDN-call security Vector-initiated security Remote-access security Multiple observers Considerations ObservabilityIneligibility Trunk calls ’FF’˜4mmp›˜ama›a›F˜˜›m’OF˜§adF˜p*’FamV Conferenced callsTransferred calls ˜p*’FF˜4mmp›˜ama›a›F˜˜4pmOFFm4F˜§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’ How Does Ucid Work? What is UCID’s purpose?Universal Call ID What does Ucid look like? 152’’¤F˜s˜¤mF˜snnn˜ When are UCIDs created?What creates UCIDs? How are UCIDs transmitted? Station-to-Station Calls How are UCIDs tracked? 154’’¤F˜s˜¤mF˜snnn˜ Incoming Trunk CallsOutgoing Trunk Calls ’˜’4Fmap˜=F’4a*F’˜˜’ahzdF˜›m’OF˜p˜4pmOFFm4F˜4dd˜’4Fmap˜ Simple Transfer or Conference 156’’¤F˜s˜¤mF˜snnn˜ Complex Conference ›F˜ ˜ Definity before Intuity ConversantSimple call tracking Intuity Conversant Transfers a Call 158’’¤F˜s˜¤mF˜snnn˜ ˜am˜˜4cmp§dF=VhFm›˜hF’’VF’˜ ˜4pmOaV¤›apm Intuity Conversant before Definity 160’’¤F˜s˜¤mF˜snnn˜ Connections … Connections… 162’’¤F˜s˜¤mF˜snnn˜ How to Administer Universal Call IDTask a Check Asai Interface before enabling ›apmd˜ ˜m›FO4F dp*d˜’F››amV˜›p˜’Fm=˜ ›¤F’ ’˜›p˜ ˜›F˜Create Universal Call ID UCID?˜OaFd=˜Fm›F˜y Task b Set Definity ECS to create and send UCIDs ˜a’˜Op˜˜p›F˜zp›p4pd’˜F˜Op˜ T p˜›p˜zVF˜¢˜pO˜›F˜Oph Task c Enable Ucid Transmission on Trunk Groups˜›p˜zVF˜G˜pO˜›F˜Oph ¢ m˜›F˜4phhm=˜damF˜Fm›F˜release mis Considerations Troubleshooting 166’’¤F˜s˜¤mF˜snnn˜ How to administer VicpVDN in a Coverage Path 48. Required Forms Field ››Fm=m› 168’’¤F˜s˜¤mF˜snnn˜ QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn 170’’¤F˜s˜¤mF˜snnn˜ Dd˜Fm›F PpcF=˜m›FOdp§ ˜˜FzF› How to administer VOAVDN of Origin Announcement 49. Required forms Form Field 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 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= 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 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˜ 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 194’’¤F˜s˜¤mF˜snnn˜ Detailed description What information is displayed˜Opddp§amV˜Oph’˜m=˜OaFd=’˜=F›FhamF˜amOph›apm˜››˜¤››’˜=a’zd’ Format description Data TypePeriod Threshold 196’’¤F˜s˜¤mF˜snnn˜ Display linkingHow the information looks ˜p¤˜¤’F˜=a’zd˜damcamV˜’’aVm˜˜F¨›˜*¤››pm˜pm˜VFm›˜›Fhamd’ ˜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 ˜m¤h*F˜pO˜mpm˜4dd’˜››˜m˜ Zda›˜Fzp›9˜˜ VFm›˜Fzp›9˜˜Mpm˜4dd’˜››˜m˜VFm›˜4phzdF›F=˜ ’aO›¤¨›ahF=FO¤d› 200’’¤F˜s˜¤mF˜snnn˜ ¤›pm˜p˜m¤dm˜§pc˜hp=F FFd’›Fh˜››¤’-zda›˜ 202’’¤F˜s˜¤mF˜snnn˜ ›F˜’zda›-’cadd AmVamVZda›˜Fzp›-zda›˜ 204’’¤F˜s˜¤mF˜snnn˜ ››¤’9˜zda›˜hF˜›ahF =˜=aF4›˜VFm›˜4dd’˜Op˜›a’˜’zda› 4ddFd›F=˜p˜mpm4ddFd›F=˜˜Op˜ ›p›dO›F4dd›ahF ˜›p›d˜›ahF˜m˜VFm›˜’zFm›˜am˜ VFm›˜Fzp›-VFm›˜’F˜a’˜dpVVF=˜am›p˜m˜’zda› ’zda›-’cadd˜4dd’˜m=˜=aF4›˜VFm›˜4dd’ 206’’¤F˜s˜¤mF˜snnn˜ ˜§pc˜hp=F˜Op˜mp›F˜’zda›˜ ˜˜4dd˜pm˜pd=˜*¤›˜F˜mp›˜am˜ §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˜F’pm˜p=F˜n˜Op˜›F˜ FOFFm4F=˜’cadd VFm›’am¤¨dd 208’’¤F˜s˜¤mF˜snnn˜ FVF4=›dc›ahF ˜FVF˜›dc˜›ahF˜Op˜˜4dd’˜ ’›Fh˜››¤’-zda›˜˜›F˜ppc˜F=˜m›FOdp§˜OF›¤F ¤hh˜Fzp›9˜~˜ Am˜mp›F˜’zda› 4dd’§a›amV ˜m¤h*F˜pO˜4dd’˜››˜F˜ ’›Fh˜››¤’9˜§Fm˜›F˜4dd˜Fm›F’˜›F˜’zda›-’cadd ’zda›˜››˜§FF˜m’§FF=˜§a›am˜›F˜ Fzp›-zda›˜ Op˜m˜’zda›˜=¤amV˜˜’zF4aOa4˜›ahF˜ 210’’¤F˜s˜¤mF˜snnn˜ ¤›Odp§˜4dd’˜4dd’˜=aF4›F=˜›p˜mp›F˜ =a’4pmmF4›F=˜*˜›F˜’§a›4˜m=˜4dd’Op4F=*¤’p˜ ¤’˜’aVmd˜=a’4pmmF4›F=˜4dd’˜4dd’˜ 212’’¤F˜s˜¤mF˜snnn˜ ZF4Fm››¤mc’ham› FVam’˜§Fm˜›F˜d’›˜›¤mc˜a’˜’Fa«F=˜zF4Fm›˜pO˜›ahF˜›¤mc’˜§FF˜*¤’aF=˜ ¤mc˜p¤z9˜~˜ ’zF4aOaF=˜›¤mc˜Vp¤z˜§FF˜*¤’˜=¤amV˜ 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 2-2. List Agent LoginID Form Screen 2-1. Agent LoginID Form Implementation Notes ’›’Fa4Fp¤›amV Best Service Routing BSR Application Plan’›˜Fa4F˜p¤›amV˜˜zzda4›apm˜dm ’›’Fa4Fp¤›amV ¨¨¨˜zzda4›apm˜ ¤h*F˜p˜‹mF¨›Œ 4mVF =a’zd FhpF 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 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›˜ Name˜-˜˜mhF˜’’p4a›F=˜§a›˜›F˜dpVam˜˜pz›apmd Screen 2-5. BCMS/VuStats Login IDs Form ˜zhF›F’9 Screen 2-6. Feature-Related System Parameters form page 7Call Center System Parameters 7 of the form F4›pamV˜zhF›F’9 Dd˜Fm›F˜’›Fh˜hF›F’ ˜zhF›F’ Interflow-qpos EWT Threshold˜I˜›˜pO˜Fmm4F=˜ppcF=˜Fa4F˜*’FamV˜zhF›F’9 =FO¤d›˜m=˜predicted-wait-time˜a’˜OaFd=˜=F›FhamF’˜p§˜ ˜ Screen 2-7. Feature-Related System Parameters form page 88 of the form VFm›˜m=˜dd˜FdF4›apm˜hF›F’9 Value cannot be used assign either Bcms or VuStats first Dd˜Fm›F˜ph’ ’pm˜p=F’˜hF›F’9 ˜/‹4p¤m›Œ˜s0˜/Œzam›Œ˜p˜Œ’4F=¤dFŒ0 Call Vector’F˜›F˜Opddp§amV˜4phhm=’˜›p˜=hama’›F˜›F˜dd˜F4›p˜Oph˜ F4›p =a’zd ˜/Œzam›Œ˜p˜Œ’4F=¤dFŒ0 Da’› 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= Screen 2-11. Reason Code Names form Page 1 Reason Code NamesAction Object =a’zd ’pm4p=FmhF’ 4mVF 4mVF ’a››F›hFm› ˜ -˜ =a’zd SIT Treatment for Call Classification Screen 2-12. SIT Treatment For Call Classification Form ¬s ’F4pm=’ 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 2-14. 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 Data Field Character˜-˜F˜44›F˜››˜§add˜*F˜¤’F=˜am˜›F˜ph›˜ VuStats Display Format¤››’˜a’zd˜ph› 4mVF ¤’››’=a’zdOph› SQ¬ Da’› SQ¬˜4p¤m›˜oo Op˜›F˜am›Fd˜’zF4aOaF=˜am˜›F˜a’zd˜m›Fd˜ Valid Input DescriptionMp¤z=›F ˜=a’zd˜a’˜mp›˜¤z=›F=˜m=˜zzF’˜pmd˜ OaFd= ’zd˜4dF’˜O›F˜¬˜’F4pm=’ ’zd˜4dF’˜O›F˜Q˜’F4pm=’’zd˜4dF’˜O›F˜s¬˜’F4pm=’˜=FO¤d›˜d¤F ’zd˜4dF’˜O›F˜sQ˜’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›d¤¨›ahF „¤aF= ›p›d4=4dd›ahF „¤aF=›p›d4=›dc›ahF „¤aF= ›p›dO›F4dd›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 AAC Numerics˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-1 Adap GL-2’’¤F˜s˜¤mF˜snnn˜ Aiod ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-3ADM Ansi GL-4’’¤F˜s˜¤mF˜snnn˜Albo ALM-ACK ATD ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-5ATB Automatic Alternate Routing AAR GL-6’’¤F˜s˜¤mF˜snnn˜Audio Information Exchange Audix Audix AWT ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-7AUX AVD BRI GL-8’’¤F˜s˜¤mF˜snnn˜BER Bhcc CAG ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-9Cacr Carrier GL-10’’¤F˜s˜¤mF˜snnn˜Cama Ccms ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-11Ccis Ccitt 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 DDC aF4›˜Fz›hFm›˜ddamV DDD aF4›˜a’›m4F˜adamV GL-16’’¤F˜s˜¤mF˜snnn˜DCE ›4phh¤ma4›apm’˜F„¤azhFm› DCP aVa›d˜phh¤ma4›apm’˜p›p4pd Did ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-17 DND GL-18’’¤F˜s˜¤mF˜snnn˜ DSU ›˜’Fa4F˜¤ma› ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-19Domain DS1 aVa›d˜aVmd˜FFd˜s DS1C aVa›d˜aVmd˜FFds˜zp›p4pd˜ ˜m=˜hp¤›˜F4FaF˜m=˜›m’ha› GL-20’’¤F˜s˜¤mF˜snnn˜DTS Dwbs EPN ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-21Electronics Industries Association EIA EMI Extension-out GL-22’’¤F˜s˜¤mF˜snnn˜Etsi ¤pzFm˜FdF4phh¤ma4›apm’˜›m==’˜m’›a›¤›F FF˜F¨zm’apm˜4pm›pd˜4aF Fnpa ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-23FAC Gptr GL-24’’¤F˜s˜¤mF˜snnn˜Foreign-exchange FX Foreign-exchange trunk Holding time ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-25Handshaking logic Hertz Hz ICI GL-26’’¤F˜s˜¤mF˜snnn˜ INS ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-27Inads Isdn trunk ˜›¤mc˜=hama’›FF=˜Op˜¤’F˜§a›˜˜d’p˜4ddF=˜˜O4ada› GL-28’’¤F˜s˜¤mF˜snnn˜Internal measurements Inwats m§=˜a=F˜F˜FdFzpmF˜Fa4F LAN ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-29ITP LSU GL-30’’¤F˜s˜¤mF˜snnn˜Line appearance Linl Madu ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-31MAC MEM GL-32’’¤F˜s˜¤mF˜snnn˜MDM MDR MOS ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-33Miscid Mmcs Mtdm p=¤d˜›¤mc˜=›˜hp=¤dF MTP am›Fmm4F˜›zF˜zp4F’’p GL-34’’¤F˜s˜¤mF˜snnn˜MSA F’’VF˜’Fa4amV˜=b¤m4› Mssnet ’’˜’›pVF-mF›§pc˜4pm›pd Network ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-35MWL F’’VF§a›amV˜dhz NAU NXX GL-36’’¤F˜s˜¤mF˜snnn˜NID ONS mzFha’F’˜’››apm OPS OOzFha’F’˜’››apm ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-37Occurrence OCM Paging trunk GL-38’’¤F˜s˜¤mF˜snnn˜Paccon Packet bus Pidb ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-39PEI PIB Procr GL-40’’¤F˜s˜¤mF˜snnn˜ Psdn 4cF›’§a›4˜z¤*da4˜=›˜mF›§pc ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-41PSC REN GL-42’’¤F˜s˜¤mF˜snnn˜RAM Read-only memory ROM SAC Fm=˜dd˜dd’ ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-43Rinl Rmats Fhp›F˜am›Fmm4F˜=hama’››apm˜m=˜OOa4˜’›Fh Simplex system GL-44’’¤F˜s˜¤mF˜snnn˜Scotch §a›4˜pmOFFm4amV˜Op˜˜¤’˜am˜pm4Fm››apm˜aV§ Sddn pO›§FFOamF=˜›˜F›§pc SSI ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-45 SVN SwitchSwitchhook GL-46’’¤F˜s˜¤mF˜snnn˜ Sysam ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-47 TOD GL-48’’¤F˜s˜¤mF˜snnn˜TCM TEG UAP ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-49TSC F4ma4d˜Fa4F˜Fm›F Tttn FF˜›m=Fh˜›aF›¤mc˜mF›§pc˜ VAR d¤F==F=˜F’FddF GL-50’’¤F˜s˜¤mF˜snnn˜Unma maOaF=˜F›§pc˜mVFhFm›˜4a›F4›¤F Uucp Write operation Wideband access endpoint˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-51 Wideband WSS aFdF’’˜¤*’4a*F˜’›Fh ZCS !Fp˜p=F˜¤zzF’’apm GL-52’’¤F˜s˜¤mF˜snnn˜WSA a›amV˜’F’’apm˜44Fz› ¤’›˜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 ==-FhpF˜cadd˜a˜˜˜s- VFm›˜pd=˜˜s- VFm›˜pVam-pVp¤›˜˜s IN-6’’¤F˜s˜¤mF˜snnn¤d›azdF˜dd˜m=damV˜˜˜sssT Fa4F˜*’FamV˜˜ssTG ¤››’˜˜s¢sT DdamV˜›˜¤h*F-addamV˜¤h*F˜-˜˜sGn ==-FhpF˜cadd’˜˜s- ¤››’˜˜s¢sT ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-7 ˜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›’˜ =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 SsTG dd˜pFVF˜˜ssTG IN-12’’¤F˜s˜¤mF˜snnnFa4F˜*’FamV˜˜ssTT Pa4F˜F’zpm’F˜m›FV›apm˜˜˜ssG¬ Fm=˜dd˜dd’˜ ¤›ph›a4˜dd˜a’›a*¤›apm˜˜˜sT ˜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›’