Basic Call Management System

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Avaya 555-233-503 manual Basic Call Management System, ’a4˜dd˜mVFhFm›˜’›Fh

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 ¤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 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 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 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 ¬ 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 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˜ 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˜ 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 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 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 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 Dd˜phz›amV Information ForwardingFmFF˜ ˜˜am›FOdp§’˜˜4dd˜pF˜˜›¤mc˜O4ada›aF’˜Op˜F¨hzdF˜ ˜¤’F˜amOph›apm ›F˜mhF˜pO˜›F˜4›aF˜˜˜ 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›˜ Intraflow Intraflow and InterflowInterflow ’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 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› Multiple Call Handling How to administer MCH28. Required forms Form Field ˜’zda› 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 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 120’’¤F˜s˜¤mF˜snnn˜ Default code˜§pc˜hp=F˜*FOpF˜dpVVamV˜p¤› 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 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 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 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 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˜ 144’’¤F˜s˜¤mF˜snnn˜ General securityVDN-call security 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 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’ 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? 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 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 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’ 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 ˜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›˜ ›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˜ 208’’¤F˜s˜¤mF˜snnn˜ FVF4=›dc›ahF ˜FVF˜›dc˜›ahF˜Op˜˜4dd’˜ ’›Fh˜››¤’-zda›˜˜›F˜ppc˜F=˜m›FOdp§˜OF›¤F §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˜ 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 ’›˜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 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 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’ ˜zhF›F’ Interflow-qpos EWT Threshold˜I˜›˜pO˜Fmm4F=˜ppcF=˜Fa4F˜*’FamV˜zhF›F’9 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=’ 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 ¤››’˜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 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 Albo GL-4’’¤F˜s˜¤mF˜snnn˜ALM-ACK Ansi ATD ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-5ATB 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 CAG ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-9Cacr Carrier GL-10’’¤F˜s˜¤mF˜snnn˜Cama 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 Fnpa ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-23FAC 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˜ INS ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-27Inads 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› LAN ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-29ITP Line appearance GL-30’’¤F˜s˜¤mF˜snnn˜Linl LSU Madu ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-31MAC 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 NXX GL-36’’¤F˜s˜¤mF˜snnn˜NID 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˜ Psdn 4cF›’§a›4˜z¤*da4˜=›˜mF›§pc ˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-41PSC 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 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 ¤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 ˜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 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 ›*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›’

￿"’a4˜￿"dd˜￿"m"VFhFm›˜￿©’›Fh

Basic Call Management System

"’a4˜"dd˜"m"VFhFm›˜©’›Fh