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’ Reason for reissue How to use this documentPurpose Audience Feature-related information OrganizationVma«›apm ˜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 make comments about this document How to get help¤4Fm›˜F4mpdpVaF’˜Fm›F’˜pO˜¨4FddFm4F Call Center features Call Center Dd˜Fm›F ’’¤F˜s˜¤mF˜snnn˜ 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’ Agent Call Handling Interactions How to administer Agent Call Handling Agent login and logout Detailed description Logout LoginVFm›˜dd˜m=damV Agent answering options Automatic AnswerManual Answer ACD work modes Auxiliary work mode Auto-In modeManual-In mode After Call Work mode Cancelling Timed ACW Timed After Call WorkTimed 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˜ Considerations Release button Timed ACW Nonvector-controlled splits Agents logged into multiple splits Agents with Automatic AnswerCallmaster terminals Agents assigned to hunt-group and ACD calls Dda’p˜˜=b¤m4› 20’’¤F˜s˜¤mF˜snnn˜ How to administer AAS Auto-Available Split¤m›˜p¤z VFm›˜pVam˜˜pmd 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 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˜ Queuing and announcements 28’’¤F˜s˜¤mF˜snnn˜ First announcement Forced first announcement˜›F˜mmp¤m4FhFm›˜a’˜mp›˜*¤’˜*¤›˜a’˜’›add˜¤mad*dF˜›F˜ ›˜˜Op4F=˜Oa’›˜mmp¤m4FhFm›˜›F˜Opddp§amV˜p44¤’9 Second announcement 30’’¤F˜s˜¤mF˜snnn˜ Forced disconnect Announcement rulesEntering the queue ˜Opddp§amV˜¤dF’˜VpFm˜mmp¤m4FhFm›’˜˜4ddF˜F’9˜ Priority queuing Queue status indicationsDirect Agent Calling ’’aVm˜apa›˜¤F¤amV˜›p˜˜4ddamV˜z›Œ’˜d’’˜pO˜F’›a4›apm˜ Considerations Maximum Number of Agents MIA Across Splits/Skills Announcements Storing and retrieving messagesClass 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˜ ›˜dd˜F›¤z Ad˜m›F4ph PmF˜a’zd Fham›amV˜¨›Fm’apm˜p¤z˜ ˜˜4mmp›˜*F˜˜hFh*F˜pO˜m˜˜’zda› ’OF38’’¤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˜ Best Service Routing System Capacity R6vs/csi/si R6r¨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 Before you Start 4m˜*F˜’¤zzp›F=˜*˜›F˜p›F˜4Fm›F’˜am˜›F˜mF›§pc 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 FOpF˜=FdaFamV˜›F˜4dd =FdaFamV˜›F˜4dd50’’¤F˜s˜¤mF˜snnn˜ 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 How to administer the DEFINITY/CMS Interface Call Management System17. Required forms Form Field =˜d›F˜4pmOaV¤›apm’ ˜pmd Call Prompting 9600 How to administer Call Prompting 60’’¤F˜s˜¤mF˜snnn˜ Vectoring’’ on ¤›pa«›apm˜p=F’ How to administer Call Vectoring 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˜ 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˜ Fm›F¤˜=p4›F How to administer CentreVu Advocate20. Required forms Form Field VFm›˜dd˜m=damV˜FOFFm4F VFm›’˜am˜¤d›azdF˜cadd’VFm›˜pVam-pVp¤› 72’’¤F˜s˜¤mF˜snnn˜ Dd˜pFVF Dd˜Fm›F PmOFFm4F-m’OF AF4›˜VFm›˜dd’¨zF4›F=˜a›˜ahF 74’’¤F˜s˜¤mF˜snnn˜ Fm›F¤˜=p4›F ¤d›azdF˜dd˜m=damV ¤d›azdF˜apa›˜¤F¤amVPm˜dd’ ’pm˜p=F’ Dd˜Fm›F AhF=˜ ==-FhpF˜cadd˜a˜VFm›˜pd=˜J˜a›˜m=˜a›p¤›˜¤d›azdF˜dd˜m=damV 76’’¤F˜s˜¤mF˜snnn˜ Fm›F¤˜=p4›F ’a4˜dd˜mVFhFm›˜’›Fh˜ ¤d›azdF˜cadd˜¤F¤amV How to administer EAS Expert Agent Selection21. Required forms Form Field 78’’¤F˜s˜¤mF˜snnn˜ How to administer Direct Agent Announcement Detailed administration for EAS VDN administrationVector administration 22. Required forms Form Field Agent administration Call Handling Preference administrationDetailed description Agent selection 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› 24. Required forms Form Field How to administer ICM88’’¤F˜s˜¤mF˜snnn˜ Detailed description Applications ˜Opddp§amV˜F˜’phF˜›za4d˜˜zzda4›apm’9 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 Information Forwarding Dd˜phz›amVFmFF˜ ˜˜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 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 Zzda4›apm’˜h˜Oad˜pm˜mF›§pc’˜’¤zzp›amV˜daha›F=˜˜›m’zp›˜ Troubleshooting100’’¤F˜s˜¤mF˜snnn˜ Intraflow and Interflow IntraflowInterflow ’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 Look-Ahead Interflow 104’’¤F˜s˜¤mF˜snnn˜ PpcF=˜m›FOdp§ How to administer Look-Ahead Interflow27. 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› How to administer MCH Multiple Call Handling28. Required forms Form Field ˜’zda› MCH settings On request One forced Many forced One per skill112’’¤F˜s˜¤mF˜snnn˜ MCH example 29. MCH Call Delivery Example Calls Delivered? Skill ¤›ph›a4˜pd= 114’’¤F˜s˜¤mF˜snnn˜ ˜F˜p˜’F˜F4FaF’˜˜„¤F¤F=˜˜p˜aF4›˜VFm›˜4dd ¤d›azdF˜dd˜m=damV AF4›˜VFm›˜ddamV=aF4›apm˜pm˜p˜m’§F How to administer Queue Status Indications Queue Status Indications30. Required forms Form Field 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 How to administer Reason Codes Reason Codes31. Required forms Form Field 118’’¤F˜s˜¤mF˜snnn˜ Entering AUX work mode Detailed description Forced reason codesRequested reason codes Logging out ˜§pc˜hp=F˜*FOpF˜dpVVamV˜p¤› Default code120’’¤F˜s˜¤mF˜snnn˜ Interactions How to administer Rona Redirection on No Answer32. Required forms Form Field 122’’¤F˜s˜¤mF˜snnn˜ Application examples VRU applications ˜4mŒ›˜F=aF4›˜˜4dd˜›p˜m˜=hama’›FF=˜˜Oph˜˜4pmF’F˜’›Fz Other applications Screen 1-1. Call Vector¨¨¨˜›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˜ 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 Interactions with other ringing call timers 36. Timer DescriptionDd˜Fm›F Pa4F˜F’zpm’F˜m›FV›apm˜ 134’’¤F˜s˜¤mF˜snnn˜ 37. RONA/Timer Interaction Timer Timeout Restarted After Redirection? Service Observing How to administer 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˜ Observing remotely or by FAC ’FF’˜4m˜p*’FF˜4dd’˜Oph˜˜Fhp›F˜dp4›apm˜p˜dp4d˜›Fhamd˜¤’amV˜ Service Observing indicators 39˜’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= 140’’¤F˜s˜¤mF˜snnn˜ ˜’¤4˜F¨›Fm’apm =FmaF= Am›F4Fz›¨›Fm’apm˜mp›˜p*’F*dF =FmaF= ›˜ddp§F=˜s =FmaF= 142’’¤F˜s˜¤mF˜snnn˜ ¤’˜›Fm˜ ’FF˜§a›p¤›˜*¤››pm˜ =F4›a›F’˜ MV’˜¤z ’FamV VDN-call security General security144’’¤F˜s˜¤mF˜snnn˜ Remote-access security Vector-initiated security Considerations Observability IneligibilityTrunk calls Multiple observers Conferenced calls Transferred 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˜ What is UCID’s purpose? Universal Call IDWhat does Ucid look like? How Does Ucid Work? When are UCIDs created? What creates UCIDs?How are UCIDs transmitted? 152’’¤F˜s˜¤mF˜snnn˜ How are UCIDs tracked? Station-to-Station Calls Outgoing Trunk Calls Incoming 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˜ Definity before Intuity Conversant Simple call trackingIntuity Conversant Transfers a Call ›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… How to Administer Universal Call ID Task a Check Asai Interface before enabling›apmd˜ ˜m›FO4F dp*d˜’F››amV˜›p˜’Fm=˜ ›¤F’ ’˜›p˜ 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 Task c Enable Ucid Transmission on Trunk Groups ˜›p˜zVF˜G˜pO˜›F˜Oph¢ 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 How to administer Vicp VDN in a Coverage Path48. Required Forms Field 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˜ How to administer VOA VDN of Origin Announcement49. Required forms Form Field ˜˜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 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= 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˜ 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˜ ¤››’˜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 ˜Opddp§amV˜Oph’˜m=˜OaFd=’˜=F›FhamF˜amOph›apm˜››˜¤››’˜=a’zd’ Detailed description What information is displayed194’’¤F˜s˜¤mF˜snnn˜ Data Type PeriodThreshold Format description Display linking How the information looks˜p¤˜¤’F˜=a’zd˜damcamV˜’’aVm˜˜F¨›˜*¤››pm˜pm˜VFm›˜›Fhamd’ 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˜ Mpm˜4dd’˜››˜m˜VFm›˜4phzdF›F=˜ VFm›˜Fzp›9˜˜˜m¤h*F˜pO˜mpm˜4dd’˜››˜m˜ Zda›˜Fzp›9˜˜ 200’’¤F˜s˜¤mF˜snnn˜ ’aO›¤¨›ahF=FO¤d› ’›Fh˜››¤’-zda›˜ FFd¤›pm˜p˜m¤dm˜§pc˜hp=F 202’’¤F˜s˜¤mF˜snnn˜ Zda›˜Fzp›-zda›˜ AmVamV›F˜’zda›-’cadd ››¤’9˜zda›˜hF˜ ›ahF=˜=aF4›˜VFm›˜4dd’˜Op˜›a’˜’zda› 204’’¤F˜s˜¤mF˜snnn˜ ›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’ 4ddFd›F=˜p˜mpm4ddFd›F=˜˜Op˜ 206’’¤F˜s˜¤mF˜snnn˜ §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 ˜§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˜ 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›˜ ¤hh˜Fzp›9˜~˜ 210’’¤F˜s˜¤mF˜snnn˜ Op˜m˜’zda›˜=¤amV˜˜’zF4aOa4˜›ahF˜ =a’4pmmF4›F=˜*˜›F˜’§a›4˜m=˜ 4dd’Op4F=*¤’p˜¤’˜’aVmd˜=a’4pmmF4›F=˜4dd’˜4dd’˜ ¤›Odp§˜4dd’˜4dd’˜=aF4›F=˜›p˜mp›F˜ 212’’¤F˜s˜¤mF˜snnn˜ FVam’˜§Fm˜›F˜d’›˜›¤mc˜a’˜’Fa«F= ˜zF4Fm›˜pO˜›ahF˜›¤mc’˜§FF˜*¤’aF=˜ ¤mc˜p¤z9˜~˜’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 2-1. Agent LoginID Form Screen 2-2. List Agent LoginID Form Implementation Notes 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 ’›’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 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 Screen 2-5. BCMS/VuStats Login IDs Form Name˜-˜˜mhF˜’’p4a›F=˜§a›˜›F˜dpVam˜˜pz›apmd Screen 2-6. Feature-Related System Parameters form page 7 Call Center System Parameters7 of the form ˜zhF›F’9 Dd˜Fm›F˜’›Fh˜hF›F’ F4›pamV˜zhF›F’9 Fa4F˜*’FamV˜zhF›F’9 Interflow-qpos EWT Threshold˜I˜›˜pO˜Fmm4F=˜ppcF=˜˜zhF›F’ Screen 2-7. Feature-Related System Parameters form page 8 8 of the formVFm›˜m=˜dd˜FdF4›apm˜hF›F’9 =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 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’› ˜/‹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= Reason Code Names Action Object=a’zd ’pm4p=FmhF’ 4mVF 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 ¨¨¨¨¨˜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 2-13. 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 VuStats Display Format ¤››’˜a’zd˜ph›4mVF ¤’››’=a’zdOph› SQ¬ Da’› SQ¬˜4p¤m›˜oo Data Field Character˜-˜F˜44›F˜››˜§add˜*F˜¤’F=˜am˜›F˜ph›˜ Valid Input Description Mp¤z=›F ˜=a’zd˜a’˜mp›˜¤z=›F=˜m=˜zzF’˜pmd˜OaFd= Op˜›F˜am›Fd˜’zF4aOaF=˜am˜›F˜a’zd˜m›Fd˜ ’zd˜4dF’˜O›F˜Q˜’F4pm=’ ’zd˜4dF’˜O›F˜s¬˜’F4pm=’˜=FO¤d›˜d¤F’zd˜4dF’˜O›F˜sQ˜’F4pm=’ ’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›d4=4dd›ahF „¤aF= ›p›d4=›dc›ahF „¤aF=›p›dO›F4dd›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 ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-1 NumericsAAC GL-2’’¤F˜s˜¤mF˜snnn˜ Adap ADM ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-3Aiod GL-4’’¤F˜s˜¤mF˜snnn˜ AlboALM-ACK Ansi ATB ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-5ATD GL-6’’¤F˜s˜¤mF˜snnn˜ Audio Information Exchange AudixAudix Automatic Alternate Routing AAR ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-7 AUXAVD AWT GL-8’’¤F˜s˜¤mF˜snnn˜ BERBhcc BRI Cacr ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-9CAG Cama GL-10’’¤F˜s˜¤mF˜snnn˜Carrier ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-11 CcisCcitt 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 GL-16’’¤F˜s˜¤mF˜snnn˜ DCE ›4phh¤ma4›apm’˜F„¤azhFm›DCP aVa›d˜phh¤ma4›apm’˜p›p4pd 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 ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-19 DomainDS1 aVa›d˜aVmd˜FFd˜s DS1C aVa›d˜aVmd˜FFds˜zp›p4pd˜ DSU ›˜’Fa4F˜¤ma› GL-20’’¤F˜s˜¤mF˜snnn˜ DTSDwbs ˜m=˜hp¤›˜F4FaF˜m=˜›m’ha› ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-21 Electronics Industries Association EIAEMI EPN GL-22’’¤F˜s˜¤mF˜snnn˜ Etsi ¤pzFm˜FdF4phh¤ma4›apm’˜›m==’˜m’›a›¤›FFF˜F¨zm’apm˜4pm›pd˜4aF Extension-out FAC ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-23Fnpa GL-24’’¤F˜s˜¤mF˜snnn˜ Foreign-exchange FXForeign-exchange trunk Gptr ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-25 Handshaking logicHertz Hz Holding time GL-26’’¤F˜s˜¤mF˜snnn˜ ICI Inads ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-27INS GL-28’’¤F˜s˜¤mF˜snnn˜ Internal measurementsInwats 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 GL-30’’¤F˜s˜¤mF˜snnn˜ Line appearanceLinl LSU MAC ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-31Madu GL-32’’¤F˜s˜¤mF˜snnn˜ MDMMDR MEM ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-33 MiscidMmcs MOS GL-34’’¤F˜s˜¤mF˜snnn˜ MSA F’’VF˜’Fa4amV˜=b¤m4›Mssnet ’’˜’›pVF-mF›§pc˜4pm›pd Mtdm p=¤d˜›¤mc˜=›˜hp=¤dF MTP am›Fmm4F˜›zF˜zp4F’’p ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-35 MWL F’’VF§a›amV˜dhzNAU Network NID GL-36’’¤F˜s˜¤mF˜snnn˜NXX ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-37 OccurrenceOCM ONS mzFha’F’˜’››apm OPS OOzFha’F’˜’››apm GL-38’’¤F˜s˜¤mF˜snnn˜ PacconPacket bus Paging trunk ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-39 PEIPIB Pidb GL-40’’¤F˜s˜¤mF˜snnn˜ Procr PSC ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-41Psdn 4cF›’§a›4˜z¤*da4˜=›˜mF›§pc GL-42’’¤F˜s˜¤mF˜snnn˜ RAMRead-only memory ROM REN ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-43 RinlRmats Fhp›F˜am›Fmm4F˜=hama’››apm˜m=˜OOa4˜’›Fh SAC Fm=˜dd˜dd’ GL-44’’¤F˜s˜¤mF˜snnn˜ Scotch §a›4˜pmOFFm4amV˜Op˜˜¤’˜am˜pm4Fm››apm˜aV§Sddn pO›§FFOamF=˜›˜F›§pc Simplex system ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-45 SSI Switch SwitchhookGL-46’’¤F˜s˜¤mF˜snnn˜ SVN ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-47 Sysam GL-48’’¤F˜s˜¤mF˜snnn˜ TCMTEG TOD ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-49 TSC F4ma4d˜Fa4F˜Fm›FTttn FF˜›m=Fh˜›aF›¤mc˜mF›§pc˜ UAP GL-50’’¤F˜s˜¤mF˜snnn˜ Unma maOaF=˜F›§pc˜mVFhFm›˜4a›F4›¤FUucp VAR d¤F==F=˜F’FddF Wideband access endpoint ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-51Wideband 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 ˜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 IN-6’’¤F˜s˜¤mF˜snnn ¤d›azdF˜dd˜m=damV˜˜˜sssT Fa4F˜*’FamV˜˜ssTG ¤››’˜˜s¢sTDdamV˜›˜¤h*F-addamV˜¤h*F˜-˜˜sGn ==-FhpF˜cadd˜a˜˜˜s- VFm›˜pd=˜˜s- VFm›˜pVam-pVp¤›˜˜s ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn IN-7 ==-FhpF˜cadd’˜˜s- ¤››’˜˜s¢sT 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 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 IN-12’’¤F˜s˜¤mF˜snnn Fa4F˜*’FamV˜˜ssTT Pa4F˜F’zpm’F˜m›FV›apm˜˜˜ssG¬ Fm=˜dd˜dd’˜¤›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