Avaya 555-233-503 guide

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Avaya 555-233-503 manual

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’ How to get help How to make comments about this document¤4Fm›˜F4mpdpVaF’˜Fm›F’˜pO˜¨4FddFm4F Call Center features Call Center Dd˜Fm›F ’’¤F˜s˜¤mF˜snnn˜ Related feature or form Abandoned Call Search=pmF=˜dd˜F4 How to administer Abandoned Call Search ConsiderationsRequired forms Form Field How to administer Add/Remove Skills Add/Remove Skills==-FhpF˜cadd’ Agent Call Handling Interactions How to administer Agent Call Handling Agent login and logout Detailed description Login LogoutVFm›˜dd˜m=damV 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 Call work codes Forced entry of stroke counts and call work codes14’’¤F˜s˜¤mF˜snnn˜ VFm›˜dd˜m=damV ˜hFh*F’˜d’p˜4ddF=˜VFm›’zda›˜za’˜p˜VFm›’cadd˜za’˜§a›˜ ˜hFh*F’˜F˜4p¤m›F=˜§Fm˜›F˜dpV˜am16’’¤F˜s˜¤mF˜snnn˜ 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 24’’¤F˜s˜¤mF˜snnn˜ M4phamV˜4dd’ ¢ ˜’§a›4¬ zda›˜T˜FmFd˜mOph›apm˜sQ˜VFm›’ ss ¤F¤F’ How to administer ACD ¤›ph›a4˜dd˜a’›a*¤›apmRequired forms FormField Direct Department Calling Uniform Call Distribution26’’¤F˜s˜¤mF˜snnn˜ Expert Agent Distribution Comparison of agent selection methods¨zF›˜VFm›˜a’›a*¤›apm˜˜a’˜ad*dF˜pmd˜§a›˜¨zF›˜VFm›˜FdF4›apm˜ 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˜ Trunk groups and ACD splits Agent considerationsVector-controlled splits Changing hunt groups from ACD to non-ACD ˜VFm›’˜F˜dpVVF=˜am Dd˜VFm›’˜F˜am˜¤¨ada˜pc˜hp=F36’’¤F˜s˜¤mF˜snnn˜ ›˜dd˜F›¤z Ad˜m›F4ph Fham›amV˜¨›Fm’apm˜p¤z˜ ˜˜4mmp›˜*F˜˜hFh*F˜pO˜m˜˜’zda› ’OF PmF˜a’zd38’’¤F˜s˜¤mF˜snnn˜ 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 ¤˜4m˜Fm›F˜˜˜F¨›Fm’apm˜am˜›F˜Opddp§amV˜OaFd=’ Form Field64’’¤F˜s˜¤mF˜snnn˜ 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˜ How to administer CentreVu Advocate Fm›F¤˜=p4›F20. Required forms Form Field 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› How to administer ICM 24. Required forms Form Field88’’¤F˜s˜¤mF˜snnn˜ Detailed description Applications ˜Opddp§amV˜F˜’phF˜›za4d˜˜zzda4›apm’9 Agent data screen delivery applications PmF VFm›˜=›˜›Fhamd VFm›˜zpmF90’’¤F˜s˜¤mF˜snnn˜ Integration with speech processing adjuncts PmF ZFF4˜zp4F’’p Az-amV˜damF’ VFm›˜zpmF 92’’¤F˜s˜¤mF˜snnn˜VFm›˜=›˜›Fhamd 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˜˜˜ Support of new features User-to-User Information TransportMOph›apm˜p§=amV 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 Troubleshooting Zzda4›apm’˜h˜Oad˜pm˜mF›§pc’˜’¤zzp›amV˜daha›F=˜˜›m’zp›˜100’’¤F˜s˜¤mF˜snnn˜ Interflow Intraflow and InterflowIntraflow ’F˜dd˜p§=amV˜§a›˜m›Odp§˜›p˜¤m4pm=a›apmdd˜Op§=˜˜’zda›Œ’˜4dd’ How to administer Intraflow and Interflow 26. Required forms Form Field102’’¤F˜s˜¤mF˜snnn˜ Fhzp˜a=VF=˜zzFm4F QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn Look-Ahead Interflow 104’’¤F˜s˜¤mF˜snnn˜ How to administer Look-Ahead Interflow PpcF=˜m›FOdp§27. Required forms Form Field 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 One per skill Many forced112’’¤F˜s˜¤mF˜snnn˜ MCH example 29. MCH Call Delivery Example Calls Delivered? Skill ¤›ph›a4˜pd= 114’’¤F˜s˜¤mF˜snnn˜ ¤d›azdF˜dd˜m=damV AF4›˜VFm›˜ddamV ˜F˜p˜’F˜F4FaF’˜˜„¤F¤F=˜˜p˜aF4›˜VFm›˜4dd=aF4›apm˜pm˜p˜m’§F 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 Default code ˜§pc˜hp=F˜*FOpF˜dpVVamV˜p¤›120’’¤F˜s˜¤mF˜snnn˜ 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 Using BCMS/CMS reports with Rona Returning AAS agents to service126’’¤F˜s˜¤mF˜snnn˜ VFm›’˜am˜h¤d›azdF˜’zda›’ 128’’¤F˜s˜¤mF˜snnn˜ 4pm›pd˜mp›aOa4›apm ›aOa4›apmMOama›F˜OFF=*4c˜ 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 Observing logical-agent IDs Observing VDNs138’’¤F˜s˜¤mF˜snnn˜ 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 General security VDN-call security144’’¤F˜s˜¤mF˜snnn˜ 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 ¤’FaOa4›apm˜ Dd˜pFVF-dd˜a4c¤z148’’¤F˜s˜¤mF˜snnn˜ ¤’a4pmFd-¤’a4pmpd= Dd˜Fm›F F4p=F=˜mmp¤m4FhFm› Az˜›pmF ˜p*’FF’˜=p˜mp›˜F˜›F˜«az˜›pmF˜››˜›F˜m’§FamV˜VFm›˜F’150’’¤F˜s˜¤mF˜snnn˜ 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 Incoming Trunk Calls Outgoing Trunk Calls154’’¤F˜s˜¤mF˜snnn˜ 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 How to administer VRI 50. Required forms Form Field178’’¤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 ›’§a›4˜ AmF’a=F˜s˜4pmmF4›aa›182’’¤F˜s˜¤mF˜snnn˜ ¤’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˜ How to administer VuStats 51. System-Parameter Customer-Options form Form Field52. Required forms FormField Dd˜Fm›F ›¤FFd›F=˜’›FhhF›F’˜Oph ˜=hama’››p˜*FOpF˜4mVamV˜›a’˜OaFd=188’’¤F˜s˜¤mF˜snnn˜ 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 Detailed description What information is displayed ˜Opddp§amV˜Oph’˜m=˜OaFd=’˜=F›FhamF˜amOph›apm˜››˜¤››’˜=a’zd’194’’¤F˜s˜¤mF˜snnn˜ 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˜ VFm›˜Fzp›9˜˜ Mpm˜4dd’˜››˜m˜VFm›˜4phzdF›F=˜˜m¤h*F˜pO˜mpm˜4dd’˜››˜m˜ Zda›˜Fzp›9˜˜ 200’’¤F˜s˜¤mF˜snnn˜ ’aO›¤¨›ahF=FO¤d› FFd ’›Fh˜››¤’-zda›˜¤›pm˜p˜m¤dm˜§pc˜hp=F 202’’¤F˜s˜¤mF˜snnn˜ AmVamV Zda›˜Fzp›-zda›˜›F˜’zda›-’cadd =˜=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˜ FVF4=›dc›ahF ˜FVF˜›dc˜›ahF˜Op˜˜4dd’˜ ’›Fh˜››¤’-zda›˜ ˜›F˜ppc˜F=˜m›FOdp§˜OF›¤F208’’¤F˜s˜¤mF˜snnn˜ ’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˜ Agent LoginID Administration CommandsAction Object Qualifier Form Instructions Dd˜Fm›F˜ph’CF˜’’aVmhFm›’˜’˜F„¤aF=˜Op˜›F˜Opddp§amV˜OaFd=’˜pm˜›F˜Oph9 =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 BCMS/VuStats Login ID 4h’-¤’››’˜dpVam˜’ 4mVF DpVam˜0 =a’zd Da’› DpVam˜0˜4p¤m›˜4cF›’˜/˜0˜am=a4›F˜›F˜„¤daOaF˜a’˜pz›apmd 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 Interflow-qpos EWT Threshold˜I˜›˜pO˜Fmm4F=˜ppcF=˜ Fa4F˜*’FamV˜zhF›F’9˜zhF›F’ 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 Vector Directory Number ¨¨¨¨¨˜F¨›Fm’apm˜m¤h*F˜pO˜˜›p˜*F˜==F=˜p˜ŒmF¨›ŒCF˜’’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 2-13. 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 Numerics ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-1AAC GL-2’’¤F˜s˜¤mF˜snnn˜ Adap ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-3 ADMAiod ALM-ACK GL-4’’¤F˜s˜¤mF˜snnn˜Albo Ansi ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-5 ATBATD 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 ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-9 CacrCAG GL-10’’¤F˜s˜¤mF˜snnn˜ CamaCarrier 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 ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-23 FACFnpa 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 ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-27 InadsINS 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› ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-29 ITPLAN Linl GL-30’’¤F˜s˜¤mF˜snnn˜Line appearance LSU ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-31 MACMadu 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 GL-36’’¤F˜s˜¤mF˜snnn˜ NIDNXX 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 ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-41 PSCPsdn 4cF›’§a›4˜z¤*da4˜=›˜mF›§pc 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 GL-52’’¤F˜s˜¤mF˜snnn˜ WSA a›amV˜’F’’apm˜44Fz›WSS aFdF’’˜¤*’4a*F˜’›Fh ZCS !Fp˜p=F˜¤zzF’’apm ˜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 IN-8’’¤F˜s˜¤mF˜snnn Dd˜F4›pamV˜˜s- 4ada›˜F’›a4›apm˜FFd’˜˜m=˜FdamV˜d’’˜c’˜˜pa4F˜amOph›apm˜’’›Fh˜˜˜sG =a’zd’˜˜sG ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-9 ¨zF›˜VFm›˜FdF4›apm˜˜˜sG- hp’›˜a=dF˜VFm›’˜¤›ph›a4˜dd˜a’›a*¤›apm˜˜˜sG 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 ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-15 ˜=a’zd˜˜ssGQ 4pm’a=F›apm’˜˜s¢s =›˜›zF’˜˜ssnQ›*dF’˜˜ssnG ›¤mc˜Vp¤z’˜˜s¢s¢ F4›p˜=aF4›p˜m¤h*F’˜˜˜s¢s¬ IN-16’’¤F˜s˜¤mF˜snnn ¤››’˜OF›¤F =a’zd˜Oph›’˜pO˜aVam˜mmp¤m4FhFm›˜˜ss