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Troubleshooting
Error codes
Timer Description
Service Observing indicators
Login
How to administer AAS
Reason for reissue
Remote-access security
MCH settings On request
How to
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Image 6
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Image 6
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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 reissue
How to use this document
Audience
Vma«›apm
Feature-related information
Organization
˜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
Considerations
Required 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
Logout
VFm›˜dd˜m=damV
Manual Answer
Agent answering options
Automatic Answer
ACD work modes
Manual-In mode
Auxiliary work mode
Auto-In mode
After Call Work mode
Timed ACW and VDN
Cancelling Timed ACW
Timed After Call Work
Agent request for supervisor assistance
Stroke counts
Call work codes
Forced entry of stroke counts and call work codes
14’’¤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˜am
16’’¤F˜s˜¤mF˜snnn˜
Considerations Release button Timed ACW
Nonvector-controlled splits
Callmaster terminals
Agents logged into multiple splits
Agents 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 AAS
Auto-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*¤›apm
Required forms FormField
Direct Department Calling
Uniform Call Distribution
26’’¤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 announcement
Forced first announcement
›˜˜Op4F=˜Oa’›˜mmp¤m4FhFm›˜›F˜Opddp§amV˜p44¤’9
Second announcement
30’’¤F˜s˜¤mF˜snnn˜
Entering the queue
Forced disconnect
Announcement rules
˜Opddp§amV˜¤dF’˜VpFm˜mmp¤m4FhFm›’˜˜4ddF˜F’9˜
Direct Agent Calling
Priority queuing
Queue 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
Announcements
Storing and retrieving messages
34’’¤F˜s˜¤mF˜snnn˜
Trunk groups and ACD splits
Agent considerations
Vector-controlled splits
Changing hunt groups from ACD to non-ACD
˜VFm›’˜F˜dpVVF=˜am Dd˜VFm›’˜F˜am˜¤¨ada˜pc˜hp=F
36’’¤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’zd
38’’¤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 Routing
System 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 Start
4m˜*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 Interface
Call 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 Vectoring
Call Vectoring
62’’¤F˜s˜¤mF˜snnn˜
On next
¤˜4m˜Fm›F˜˜˜F¨›Fm’apm˜am˜›F˜Opddp§amV˜OaFd=’
Form Field
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˜
How to administer CentreVu Advocate
Fm›F¤˜=p4›F
20. Required forms Form Field
VFm›˜pVam-pVp¤›
VFm›˜dd˜m=damV˜FOFFm4F
VFm›’˜am˜¤d›azdF˜cadd’
72’’¤F˜s˜¤mF˜snnn˜
Dd˜pFVF
¨zF4›F=˜a›˜ahF
Dd˜Fm›F PmOFFm4F-m’OF
AF4›˜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 EAS
Expert Agent Selection
78’’¤F˜s˜¤mF˜snnn˜
How to administer Direct Agent Announcement
Vector administration
Detailed administration for EAS
VDN administration
22. Required forms Form Field
Detailed description Agent selection
Agent administration
Call 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 Field
88’’¤F˜s˜¤mF˜snnn˜
Detailed description Applications
˜Opddp§amV˜F˜’phF˜›za4d˜˜zzda4›apm’9
Agent data screen delivery applications
PmF VFm›˜=›˜›Fhamd VFm›˜zpmF
90’’¤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 Forwarding
Dd˜phz›amV
˜¤’F˜amOph›apm ›F˜mhF˜pO˜›F˜4›aF˜˜˜
Support of new features
User-to-User Information Transport
MOph›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 Interflow
Intraflow
’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 Field
102’’¤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 MCH
Multiple Call Handling
˜’zda›
MCH settings On request
One forced
One per skill
Many forced
112’’¤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 Indications
Queue 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 Codes
Reason Codes
118’’¤F˜s˜¤mF˜snnn˜
Requested reason codes
Entering AUX work mode
Detailed 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 Rona
Redirection 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 applications
Screen 1-1. Call Vector
124’’¤F˜s˜¤mF˜snnn˜
Rona Routing Sequences
Using BCMS/CMS reports with Rona
Returning AAS agents to service
126’’¤F˜s˜¤mF˜snnn˜
VFm›’˜am˜h¤d›azdF˜’zda›’
128’’¤F˜s˜¤mF˜snnn˜
4pm›pd˜mp›aOa4›apm
›aOa4›apm
MOama›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 timers
36. Timer Description
134’’¤F˜s˜¤mF˜snnn˜
37. RONA/Timer Interaction
Timer Timeout Restarted After Redirection?
38. Required forms FormField
Service Observing
How to administer Service Observing
136’’¤F˜s˜¤mF˜snnn˜
38. Required forms Form Field
Observing logical-agent IDs
Observing VDNs
138’’¤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 indicators
39˜’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 security
144’’¤F˜s˜¤mF˜snnn˜
Remote-access security
Vector-initiated security
Trunk calls
Considerations Observability
Ineligibility
Multiple observers
˜p*’FF˜4mmp›˜ama›a›F˜˜4pmOFFm4F˜§adF˜p*’FamV
Conferenced calls
Transferred calls
’FF’˜4mmp›˜ama›a›F˜˜›m’OF˜§adF˜p*’FamV
¤’FaOa4›apm˜
Dd˜pFVF-dd˜a4c¤z
148’’¤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 Calls
154’’¤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 Conversant
Simple 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 ID
Task 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 Vicp
VDN 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 VOA
VDN 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 Field
178’’¤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 Field
52. 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 Type
Period
Format description
˜p¤˜¤’F˜=a’zd˜damcamV˜’’aVm˜˜F¨›˜*¤››pm˜pm˜VFm›˜›Fhamd’
Display linking
How 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›¤F
208’’¤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 Commands
Action 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 7
Call 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 8
8 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 Names
Action 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¨›Œ
CF˜’’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 Description
Mp¤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-1
AAC
GL-2’’¤F˜s˜¤mF˜snnn˜
Adap
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-3
ADM
Aiod
ALM-ACK
GL-4’’¤F˜s˜¤mF˜snnn˜
Albo
Ansi
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-5
ATB
ATD
Audix
GL-6’’¤F˜s˜¤mF˜snnn˜
Audio Information Exchange Audix
Automatic Alternate Routing AAR
AVD
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-7
AUX
AWT
Bhcc
GL-8’’¤F˜s˜¤mF˜snnn˜
BER
BRI
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-9
Cacr
CAG
GL-10’’¤F˜s˜¤mF˜snnn˜
Cama
Carrier
Ccitt
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-11
Ccis
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-19
Domain
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-21
Electronics 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
FAC
Fnpa
Foreign-exchange trunk
GL-24’’¤F˜s˜¤mF˜snnn˜
Foreign-exchange FX
Gptr
Hertz Hz
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-25
Handshaking logic
Holding time
GL-26’’¤F˜s˜¤mF˜snnn˜
ICI
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-27
Inads
INS
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
ITP
LAN
Linl
GL-30’’¤F˜s˜¤mF˜snnn˜
Line appearance
LSU
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-31
MAC
Madu
MDR
GL-32’’¤F˜s˜¤mF˜snnn˜
MDM
MEM
Mmcs
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-33
Miscid
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-35
MWL F’’VF§a›amV˜dhz
Network
GL-36’’¤F˜s˜¤mF˜snnn˜
NID
NXX
OCM
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-37
Occurrence
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-39
PEI
Pidb
GL-40’’¤F˜s˜¤mF˜snnn˜
Procr
˜QQQ¢Q¬ ’’¤F˜s˜¤mF˜snnn GL-41
PSC
Psdn 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-43
Rinl
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˜
Switch
Switchhook
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-49
TSC 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˜snnn
Fa4F˜*’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
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