Mitel Version 5.7 SP1

Chapter 2

Contact Center Concepts

Automatic Call Distribution (ACD)

Inbound call environment

Contents

Main Page Contents Contact Center Solutions Contact Center Concepts Contact Center Planning and Management Getting Started Services and Database Administration Configuration Page Page Page Real-time Monitors Page Reports Forecasting Data-mining Data Collection Interactive Contact Center Interactive Visual Queue Contact Center PhoneSet Manager and Contact Center Softphone Page Contact Center Screen Pop Flexible Reporting Intelligent Queue Page Page Workforce Scheduling, Schedule Adherence, and Employee Portal Page Traffic Analysis Multimedia Contact Center Contact Center Management Enterprise Node CTI Developer Toolkit Salesforce.com Integration Page Page Contact Center Solutions Whats new in Version 5.7 SP1? Interactive Contact CenterAgent group presence enhancements ACD license violation notifications Support for Personal Identification Number (PIN) protection Reporting enhancements Email alarm enhancements Soft phone enhancements Workforce Scheduling enhancements Employee Portal enhancements Contact Center Enterprise Edition and Contact Center Business Edition Licensing About this user guide Chapter 1 Contact Center Solutions Chapter 2 Contact Center Concepts Chapter 3 Contact Center Planning and Management Chapter 5 Services and Database Administration Chapter 6 Configuration Chapter 7 Real-time Monitors and device control Chapter 8 Reports Chapter 9 Forecasting Page Chapter 21 Enterprise Node Chapter 22 CTI Developer Toolkit Chapter 23 Salesforce.com Integration Locating the latest versions of our guides Document conventions UI syntax Italics Bold Required and optional software components Required components Optional components Client Component Pack Page Page Page Contact Center Concepts Automatic Call Distribution (ACD) Understanding ACD call flow Figure 2-1 Call flow Monitoring the call flow process Routing calls Figure 2-2 Call routing Dialing an agents extension Dialing a queue Overflowing calls Figure 2-3 Multiple queue routing Interflowing calls The inbound call environment Predicting call arrivals Understanding caller tolerance Page Page Contact Center Planning and Management Figure 3-1 Planning cycle Step #1 Establish a corporate service objective Understanding the Service Level Understanding why the Service Level is the most meaningful statistic Figure 3-2 Service criteria ASA Abandonment Choosing a Service Level goal Understanding Quality of Service Monitoring call handling techniques Defining scoring parameters Setting performance standards and goals Monitoring systems and tools Silent monitoring systems IT support systems CTI ANI DNIS Automating help desk workflow Step #2 Collect data Collecting data on call handling Step #3 Forecast the Call Load Forecasting accurately Conducting forecasts Step #4 Calculate the resources required Predicting agent requirements Understanding Erlang C Limitations of Erlang C Considerations when predicting resource requirements Performing what-if scenarios Understanding the relationship between agents and trunks Delay Agent Load Trunk Load Understanding Erlang B BHT GOS Predicting trunk requirements Figure 3-3 Estimating the trunk requirement Step #5 Schedule agents Understanding the Shrinkage Factor Calculating the Shrinkage Factor Figure 3-4 Calculating the Shrinkage Factor Optimizing schedules Scheduling split shifts Staggering shifts Staggering breaks Routing calls to optimize coverage Employing ACD enterprise call routing Scheduling considerations Measuring scheduling accuracy Scheduling agents with workforce management tools Step #6 Determine contact center costs Breaking down expenses Anticipating growth Page Page Page Getting Started Registering Contact Center Management Activating Contact Center Management Updating license files on the Enterprise Server Setting up Contact Center Management on the Enterprise Server Setting up Contact Center Management on client computers Starting Contact Center Management Viewing multiple Contact Center Management sessions Installing the latest version of Client Component Pack Installing Client Component Pack using an administrative procedure Installing the prerequisite software Locating the client_setup.exe and extracting Client Component Pack.msi Performing the MSI procedure for the administrative installation Running the silent installation Using Client Role Selector to select your Contact Center Client role Running client role selector Disabling the IE security warning Setting up user preferences Specifying your language preference Specifying the number of records displayed on a page Changing your password Viewing security role properties Configuring email contacts Adding email contacts Adding contact groups Setting up the SMTP Mail Server for report distribution Page Page Page Services and Database Administration Specifying enterprise maintenance functions Backing up data Backing up .xml files Backing up SQL Server data files Understanding SQL Server recovery models Backing up Enterprise Server configuration data Backing up raw telephone system data files Management Console Opening Management Console Figure 5-1 Management Console Configuration Updating server IP addresses Importing configuration data Converting SX-2000 assignment forms to .txt files Figure 5-2 Hyperterminal-Path Assignments Form Page Figure 5-5 Text file Importing configuration data into the YourSite database Maintenance Running the maintenance routine immediately Summarizing data Support Creating an Enterprise Server support package Creating a client support package Viewing contact information System Controlling services Converting data files Converting Callview and Contact Center Suite data Page Chapter 6 Configuration Page Configuration Table 6-1 Configuration outline Item Contact Center Management website YourSite Explorer YourSite database application areas Enterprise setup Figure 6-1 Enterprise structure Starting Contact Center Management Configuring enterprise settings Configuring the Enterprise Server IP address Configuring enterprise maintenance functions Configuring email alarms Adding sites Configuring the SMTP Mail Server Configuring smart algorithms for sites YourSite Explorer Starting YourSite Explorer Searching Paging Filtering Customizing the user interface Minimizing aspects of the user interface Selecting the first record of each list Changing the order of the columns Changing column options Grouping device criteria by column headers Making multiple changes Changing the YourSite Explorer view Adding media servers 3300 IP Communications Platform (ICP) SX-200 ACD (for 17 Release 4.0 and greater with real-time option enabled) Mitel 5000/Axxess SX-2000 UCD (Uniform Call Distributor) Adding a 3300 ICP media server Adding a 3300 ICP media server in YourSite Explorer Configuring location settings for a 3300 ICP in YourSite Explorer Configuring data collection settings for a 3300 ICP in YourSite Explorer Configuring data summary options for a 3300 ICP in YourSite Explorer Configuring MiTAI options for a 3300 ICP in YourSite Explorer Configuring Network Monitor settings for a 3300 ICP in YourSite Explorer Configuring call recording Adding a 3300 ICP media server in the Contact Center Management website Configuring data collection settings for a 3300 ICP in the Contact Center Configuring data summary options for a 3300 ICP in the Contact Center Configuring MiTAI options for a 3300 ICP in the Contact Center Configuring Network Monitor settings for a 3300 ICP in the Contact Adding an SX-200 ACD media server Configuring data collection settings for an SX-200 ACD Configuring data summary options for an SX-200 ACD Configuring Network Monitor settings for an SX-200 ACD Adding a 5000/Axxess media server Configuring location settings for a 5000/Axxess Configuring data summary options for a 5000/Axxess Configuring data collection settings for a 5000/Axxess Configuring Network Monitor settings for a 5000/Axxess Adding an SX-2000 UCD media server Configuring data collection settings for an SX-2000 UCD Configuring Com port traffic data collection settings Configuring FTP traffic data collection settings Configuring data summary options for an SX-2000 UCD Configuring Network Monitor settings for an SX-2000 UCD Adding an SX-2000 ACD media server Configuring data collection settings for an SX-2000 ACD Configuring data summary options for an SX-2000 ACD Configuring Network Monitor settings for an SX-2000 ACD Adding a Multimedia Contact Center Email media server Adding a Multimedia Contact Center Email media server in YourSite Configuring options for a Multimedia Contact Center Email media server in YourSite Explorer Adding a Multimedia Contact Center Email media server in the Contact Adding a Multimedia Contact Center WebChat media server Adding a Multimedia Contact Center WebChat media server in YourSite Configuring options for a Multimedia Contact Center WebChat media server in YourSite Explorer Adding a Multimedia Contact Center WebChat media server in the Contact Center Management website Configuring Multimedia Contact Center WebChat media server options Adding a Multimedia Contact Center Fax media server Adding a Multimedia Contact Center Fax media server in YourSite Configuring options for a Multimedia Contact Center Fax media server in YourSite Explorer Adding a Multimedia Contact Center Fax media server in the Contact Configuring Multimedia Contact Center Fax media server options in the Contact Center Management website Adding an Intelligent Queue media server Configuring data collection settings for an Intelligent Queue media server Deleting media servers Network Monitor alarms Configuring data alarms for media servers YourSite database configuration Page Determining your contact center configuration needs Configuration scenario 1 Figure 6-3 Configuration scenario 1 Page Figure 6-5 Configuration scenario 2 Figure 6-6 Creating employee IDs for agents with multiple agent IDs Configuring YourSite database devices Configuring devices and device groups Configuring the YourSite database using synchronization Synchronization for the 3300 ICP Classic mode synchronization SDS Directory synchronization mode Synchronization for the 5000 and Axxess Preparing for synchronization Specifying synchronization settings Performing synchronization Page Scheduling Synchronization during the nightly maintenance routine Viewing Synchronization reports Understanding Synchronization reports Table 6-2 Synchronization report overview Contents Description Subscribing to the Synchronization report RSS feed Table 6-2 Synchronization report overview Contents Description Editing telephone system assignment forms Editing System options Editing SMDR options Editing Class of Service options Editing Class of Restriction options Adding resilient and/or Network ACD hot desking agents Invalid ACD cluster programming Scenario 1 Configuring devices and device groups using Quick Setup Employee Quick Setup Agent Quick Setup Queue Quick Setup Extension Quick Setup Trunk Quick Setup Trunk group Quick Setup DNIS Quick Setup Account Code Quick Setup Make Busy Reason Codes Quick Setup Team Quick Setup Device group Quick Setup Configuring devices using .csv files Figure 6-7 Microsoft Excel .csv formatting example Figure 6-8 Notepad .csv formatting example Fields required for successful .csv imports Table 6-5 Mandatory device fields for .csv imports Device Mandatory fields Optional fields Importing a range of devices using a .csv file Device Mandatory fields Optional fields Configuring devices manually Adding employees Configuring general information and licensing information (in YourSite Explorer) Configuring user account information (in YourSite Explorer) Associating employees with agent IDs, extensions, and Account Codes (in YourSite Explorer) Configuring multimedia user settings (in YourSite Explorer) Configuring employee personal information (in YourSite Explorer) Configuring general information and licensing information (in the Contact Center Management website Configuring user account information (in the Contact Center Management Configuring multimedia user settings (in the Contact Center Management Adding employee groups Adding employee groups (in YourSite Explorer) Associating employees with employee groups (in YourSite Explorer) Adding employee groups (in the Contact Center Management website) Associating employees with employee groups (in the Contact Center Adding employee divisions Adding agents Page Specifying 3300 ICP options for agents Adding additional agent login IDs Adding agent groups Adding agent groups (in YourSite Explorer) Associating agents with agent groups (in YourSite Explorer) Specifying 3300 ICP options for agent groups (in YourSite Explorer) Adding agent groups (in the Contact Center Management website) Associating agents with agent groups (in the Contact Center Management Adding teams Adding teams (in YourSite Explorer) Associating agent groups to teams (in YourSite Explorer) Adding teams (in the Contact Center Management website) Associating agent groups to teams (in the Contact Center Management Adding queues Configuring general information for queues (in Your Site Explorer) Associating agent groups with queues (in YourSite Explorer) Specifying 3300 ICP options for queues (in YourSite Explorer) Configuring general information for queues (in the Contact Center Associating agent groups with queues (in the Contact Center Management Configuring business hours for queues (in the Contact Center Management Configuring Interactive Contact Center Queue control Managing a queue control plan (3300 ICP) Figure 6-9 Interactive Contact Center Queue control plan Managing a queue control plan (5000/Axxess) Configuring reporting intervals (SX-200 and SX-2000) Configuring Multimedia Contact Center Email options Configuring Multimedia Contact Center Email routing options Configuring Multimedia Contact Center WebChat routing options Configuring Multimedia Contact Center WebChat transcript options Configuring Multimedia Contact Center Fax options Configuring Multimedia Contact Center Fax routing options Adding queue groups Adding queue groups (in YourSite Explorer) Associating queues with queue groups (in YourSite Explorer) Adding queue groups (in the Contact Center Management website) Associating queues with queue groups (in the Contact Center Management Adding extensions Adding extensions (in YourSite Explorer) Adding extensions (in the Contact Center Management website) Adding extension groups Adding extension groups (in YourSite Explorer) Associating extensions with extension groups (in YourSite Explorer) Adding extension groups (in the Contact Center Management website) Associating extensions with extension groups (in the Contact Center Adding trunks Adding trunks (in YourSite Explorer) Adding trunks (in the Contact Center Management website) Adding trunk groups Adding trunk groups (in YourSite Explorer) Associating trunks with trunk groups (in YourSite Explorer) Adding trunk groups (in the Contact Center Management website) Associating trunks with trunk groups (in the Contact Center Management Adding DNIS Adding DNIS (in YourSite Explorer) Adding DNIS (in the Contact Center Management website) Adding DNIS groups Adding DNIS groups (in YourSite Explorer) Associating DNIS to DNIS groups (in YourSite Explorer) Adding DNIS groups (in the Contact Center Management website) Associating DNIS to DNIS groups (in the Contact Center Management website) Adding Account Codes Adding Account Codes (in YourSite Explorer) Adding Account Codes (in the Contact Center Management website) Adding Account Code groups Associating Account Codes with Account Code groups Adding ANI Adding Make Busy Reason Codes Adding Make Busy Reason Codes (in YourSite Explorer) Adding Make Busy Reason Codes (in the Contact Center Management Adding Do Not Disturb Reason Codes Adding phone numbers Adding phone number groups Adding auto-acknowledgement messages and associating them with queues Configuring Intelligent Queue devices Viewing Smart Choice layers Adding Smart Choice layer groups Adding Smart Choice layers to a Smart Choice layer group Viewing Intelligent Queue ports Adding Intelligent Queue port groups Adding Intelligent Queue ports to an Intelligent Queue port group Configuring employee scheduling preferences Configuring employee roles Configuring employee work hours Configuring employment status Configuring employee payroll information Configuring employee availability Configuring employee time off Overriding employee time off Configuring employee skills Configuring scheduling options Configuring holidays Configuring overtime types Configuring time off types Configuring skills Business hour schedules Creating schedules Managing schedule exclusion lists Applying schedules Security roles Creating and applying security roles Figure 6-10 Security flow chart Creating security lists Configuring security Figure 6-11 Basic security tab Page Verifying security role properties Assigning security roles to employees Page Page Real-time Monitors Contact Center Client Page Agent states Table 7-1 Agent states Voice Email WebChat Fax Term Meaning Extension states Table 7-1 Agent states Table 7-2 Extension states Understanding Contact Center Client features Table 7-2 Extension states Contact Center Client options Page Always on top View Viewing agent availability Figure 7-1 Agent State by Position - viewing agent availability and online presence Figure 7-2 Agent State by Position - viewing agent availability and enhanced presence Agent, Employee, and Extension State by Position Viewing the activities of agents who can log on to multiple voice queues Figure 7-3 Agent State by Position - viewing multiple agent IDs Viewing the current logged on states of agents who log on to multiple queues Figure 7-4 Employee State by Position - viewing the ID to which the agent is logged on Figure 7-5 Employee State by Position Viewing extensions Extension Inbound Extension Outbound General business active extension General business inactive extension Figure 7-6 Extension State by Position General business, traditional extensions who sit at the same desks each day Figure 7-7 Extension State by Position General business hot desking employees who sit at different desks each day Agent State and Employee State by Time Figure 7-8 Agent State by Time Agent State by Time for Queue Figure 7-9 Agent State by Time for Queue Table 7-4 Agent State by Time for Queue column headings Category Associated agent states Agent Shift Figure 7-10 Agent Shift Agent Shift column heading definitions Table 7-5 Agent Shift column headings Viewing queue statistics Queue by Period Table 7-5 Agent Shift column headings Figure 7-11 Queue by Period Queue by Period column heading definitions Table 7-6 Queue by Period column headings Queue Now and Queue Group Now Table 7-6 Queue by Period column headings Figure 7-12 Queue Now Queue Now and Queue Group Now column heading definitions Page Page Viewing queue chart statistics Queue Now and Queue Group Now Figure 7-13 Queue Now (Integer) chart Queue Performance by Period and Queue Group Performance by Period Figure 7-14 Queue Performance by Period chart Viewing web pages Viewing and customizing real-time monitors Opening monitors Figure 7-15 Add/Remove devices Docking monitors Page Adding and removing devices Sorting monitor devices Rearranging cells Setting monitor dimensions Hiding monitor columns Filtering device variables Setting alarms Adding performance thresholds Specifying performance threshold colors Specifying threshold sound notification Figure 7-18 Set alarms window Customizing the information displayed on position and time monitors Selecting and customizing card designs Figure 7-19 Card Design Window Adding text to card designs Defining monitor styles Grouping data Figure 7-20 Enable grouping Building marquee monitors Configuring marquee monitor styles Configuring marquee text and variables Configuring charts characteristics Defining queue chart properties Selecting call statistics to display Figure 7-21 Queue Now (Integer) chart Specifying the queue chart title Specifying x and y axis titles Enabling the x axis to scroll on queue charts Highlighting statistics Specifying the angle of the text label for the queue chart Using Contact Center Chat Sending an initial Contact Center Chat message Figure 7-22 Contact Center Chat Adding someone to a conversation Responding to a Contact Center Chat message Using Contact Center Client with Office Communicator Table 7-8 Presence indicators Presence Icon Status Text Description Sending an initial message in Office Communicator Presence Icon Status Text Description Figure 7-23 Office Communicator Configuring business extensions in Office Communicator Adding someone to a conversation Responding to a message in Office Communicator Hot desking Providing Contact Center Client functionality to teleworkers Setting up phones for teleworkers Registering phones for use with Teleworker Solution Setting up soft phones to support Teleworker Solution Approving the Teleworker Solution certificate Using Teleworker Solution with Contact Center Client WallBoarder WallBoarder parameters Site Edit WallBoarder Service for tab Priority message tab Database load log tab Query signs tab Edit sign group tab Advanced tab Reinitialize all of the wall signs in this sign group Apply to all of the sign groups at this site Signs Add sign tab Name Sign address Sign group Sign variables Add sign variable tab Advanced tab Sign messages Add sign message tab Variables Position Color Sign plans Add sign plan tab Business hours tab Connecting Spectrum wall signs Figure 7-24 Setting up Spectrum wall signs Configuring wall signs and wall sign messages Selecting the computer on which the WallBoarder Service is installed Figure 7-25 Edit WallBoarder Service for prairieFyre Demo tab Creating sign groups Figure 7-26 Add sign group tab Adding signs to sign groups Figure 7-27 Diagnostics tab Configuring sign variables Figure 7-28 Add sign variable tab Configuring sign messages Figure 7-29 Add Sign Message tab Creating sign plans Figure 7-30 Add sign plan tab Creating sign plans for daisy-chained signs Figure 7-31 Add sign plan tab Activating priority messages Figure 7-32 Priority message tab Scheduling messages Figure 7-33 Scheduled messages tab Troubleshooting real-time issues Configuring ACD resiliency and ACD hot desking Interactive Contact Center and resiliency Enabling Enterprise Presence / Chat Integration Ensuring Contact Center Client recognizes Office Communicator users Employee and agent monitors display instant message presence as Unknown Extension monitor displays instant message presence as Unknown Connect using Teleworker option does not appear on log on window Contact Center Client could not connect to Teleworker Solution Contact Center Client could not send the certificate request Your logon failed when you tried to log on remotely You entered your IP address incorrectly You selected Remember my credentials from the office and tried to work remotely Page Page Page Reports Understanding reports Offered Handled Abandoned Interflowed Service Level time Service Level Count Service Level percent Setting the Service Level objective Voice queue Service Level objective Email queue service level objective Chat queue service level objective Fax queue service level objective Report types Administrative reports Voice reports Lifecycle reports Email reports Recommended top-five reports Using reports to identify problems Page Reporter Reporter options Table 8-2: Solving problems with agent reports What do I watch for in the agent reports? How do I find the source of the problem and resolve it? Setting up contacts and contact groups Setting up email contacts for emailing reports Setting up email contact groups for emailing reports Generating on-demand reports Generating reports Page Figure 8-2 Reporter: Basic tab Emailing reports Printing reports Scheduled Reports Scheduled reports options Generating scheduled reports Creating report schedules Creating Contact Center Management Report schedules Figure 8-3 Scheduled Reports: Properties tab Creating Contact Center Management User report schedules Creating Workforce Scheduling report schedules Adding reports to schedules Adding Contact Center Management reports to schedules Adding agent and employee reports to Contact Center Management User report schedules Adding work schedules to Workforce Scheduling Schedules Generating scheduled reports immediately Report Inbox Reporter Inbox options Viewing reports Viewing call recordings Figure 8-4 Lifecycle report call recording hyperlink Editing reports in Excel Deleting reports Configuring user printer settings Troubleshooting reporting issues Troubleshooting missing data Configuring reports to exclude Junk Mail from completed email statistics Troubleshooting Reporting Service Page Page Page Forecasting Forecasting terms Forecasting tool Loading historical data Modifying historical data Modifying Average Talk time Figure 9-1 Average Talk Time window Modifying Calls Offered Figure 9-2 Calls Offered window Modifying the weekly total for Calls Offered Figure 9-3 Calls Offered window Performing forecasts Printing forecasts Saving forecasts as Excel files Page Page Data Mining ACD Inspector Running searches in ACD Inspector Select dates/Delete dates Select media servers Agent events criteria for searches Figure 10-1 ACD Inspector main window - Agent events tab Agent information Agent events Idle event modifiers ACD queue Page Page Queue events criteria for searches Queue information Queue event Agent information Option events criteria for searches Exception records Output record count Figure 10-3 ACD search criteria - Option events tab Running agent events searches Agent events search results Figure 10-4 ACD search results - Agent events tab Narrowing an Agent events search Table 10-2 Agent events result information Column heading Description Figure 10-5 ACD search results - Agent events tab Running queue events searches Queue events search results Figure 10-6 ACD search results - Queue events tab Narrowing a Queue events search Table 10-3 Queue events result information Column heading Description Figure 10-7 ACD search results - Queue events tab Running wild card queue events searches Figure 10-8 ACD Wild card search results - Queue events tab Wild card queue events search results Running searches for error and information records Exception events search results SMDR Inspector Table 10-4 Exception event result information Column Heading Description Starting SMDR Inspector Running searches in SMDR Inspector Select dates/Delete dates Select media servers Call parties criteria for searches Call types criteria for searches Page Options criteria for searches Page SMDR search results information Page Page SMDR record boxes Table 10-6 Summary of boxes in SMDR records Name Format Definition Notes Running call parties searches Call parties search results Figure 10-12 SMDR search results tab - Call parties search Running call types searches Call types search results Figure 10-13 SMDR search results - Call types search Running option searches Options search results Figure 10-14 SMDR Search result - Options search Running searches for error and information records Exception search results Media server Record Figure 10-15 SMDR search results - Exception results tab Wild card searches Exporting search results Auditor Figure 10-16 Auditor Auditor icons Table 10-7 Auditor Icons Viewing historical real-time events Starting Contact Center Client Opening monitors Starting Auditor Page Page Page Page Data Collection Network Monitor Viewing Network Monitor Opening the Network Monitor Viewing alarms Figure 11-1 Network Monitor Verifying media servers are receiving telephone system data Figure 11-2 Data link for the Intelligent Queue Server Configuring enterprise and media server alarm notifications Adding alarm thresholds Specifying threshold colors Specifying threshold notification Troubleshooting data collection issues SMDR data is not streaming ACD data is not streaming Viewing the data collection TCP/IP ports with Hyperterminal Page Page Page Page Interactive Contact Center Using Interactive Contact Center Supervisors and Interactive Contact Center Agents and Interactive Contact Center Agent control Hiding the Monitor control option Logging on an agent Logging off an agent Logging off all of the agents on a monitor Logging an agent out of one queue and into another queue Figure 12-1 Logging an agent into another queue Using agent group presence Agent group presence best practices Adding agents to and removing agents from agent groups Placing agents in Make Busy Removing agents from Make Busy Placing agents in Do Not Disturb Removing agents from Do Not Disturb Cancelling agents in Work Timer Queue Control Manually controlling queues Hiding the Monitor control option Placing queues in Do Not Disturb Figure 12-2 Placing a queue in Do Not Disturb Controlling queues using a schedule Scheduling queues to enter or leave Do Not Disturb Controlling queues using Queue control plans Creating Queue control plans Page Page Page Interactive Visual Queue Using Interactive Visual Queue Configuring options in Contact Center Management Opening Interactive Visual Queue Figure 13-1 Interactive Visual Queue monitor Interactive Visual Queue monitor grids Redirecting calls Interflow Redirection Redirecting calls between queues Redirecting calls to specific numbers Figure 13-2 Redirecting a call to an extension Removing calls Calling back abandoned callers Configuring alarms Understanding call priority Page Page Page Contact Center PhoneSet Manager and Contact Center Softphone Using Contact Center PhoneSet Manager and Contact Center Softphone Supported phone sets Tested headsets USB-to-headset adaptors Table 14-1 GN 8120 button functions Button State Action Integrating the GN 8120 with Contact Center Softphone Setting up the soft phone Table 14-2 GN 8120 LED displays What you are doing GN 8120 LED displays Configuring sound and audio device properties Configuring sound and audio device properties for Windows Vista Configuring sound and audio device properties for Windows XP Opening the soft phone Figure 14-1 Soft phone configuration window Figure 14-2 Soft phone toolbars Logging on to the ACD Phone and Functions toolbars Phone functions Table 14-3 Agent actions Icon Meaning Customizing the soft phone Table 14-3 Agent actions Configuring soft phone settings Specifying the address book source for contacts Resizing toolbar buttons Displaying, hiding, and retiring toolbar buttons Repositioning toolbar buttons Configuring sounds and notifications Making calls ring through your computer speakers Adjusting the volume of your speakers and microphone Configuring call forward destinations Configuring speed dial numbers Configuring shortcut keys Configuring pre-announcement messages Making and terminating calls using Contact Center Phoneset Manager Making calls Figure 14-3 Making a call Making calls to your contacts Making calls using speed dial Forwarding and answering calls using Contact Center Phoneset Manager Forwarding calls Answering calls Figure 14-4 Contact Center PhoneSet Manager display Handling calls using Contact Center PhoneSet Manager Placing calls on hold Retrieving calls Adding call notes to a call Conferencing calls Consulting with people while on calls Requesting help while on calls Using Camp on Leaving and retrieving messages Using Call me back Making and terminating calls using Contact Center Softphone Page Terminating calls Forwarding and answering calls using Contact Center Softphone Forwarding calls Answering calls Figure 14-6 Contact Center Softphone display Handling calls using Contact Center Softphone Placing calls on hold Retrieving calls Using Mute Conferencing calls Consulting with people while on calls Requesting help while on calls Using Camp on Leaving and retrieving messages Using Call me back Tagging calls with Account Codes Controlling your availability Making and handling calls using Contact Center Client Recording calls Silent monitoring calls Page Page Page Page Contact Center Screen Pop Using Contact Center Screen Pop Configuring options in Contact Center Management Enabling Contact Center Screen Pop Configuring Contact Center Screen Pop options Figure 15-1 Inbound Customer Trace Report Configuring Contact Center Screen Pop display variables Table 15-1 Contact Center Screen Pop display variables To launch an application To launch a Web page Configuring Contact Center Screen Pop Outlook options for journal entries Configuring Contact Center Screen Pop to display Outlook contacts Configuring Contact Center Screen Pop to display Goldmine contacts Testing Contact Center Screen Pop search functions Disabling Contact Center Screen Pop Page Page Flexible Reporting Using Flexible Reporting Starting Flexible Reporting Page Report Designer wizard Layout designer window Flexible Reporting button Ribbon Toolbox window Creating new reports Modifying standard Contact Center Management report templates Table 16-1: Standard Contact Center Management report templates Modifying existing Flexible Reporting report templates Table 16-1: Standard Contact Center Management report templates Designing reports Adding images to report headers Deleting images on report headers Editing report header titles Moving report header titles and values Removing report header titles and values Adding report header titles and values Adding existing columns Adding custom columns Moving columns Deleting columns Editing column heading names Specifying column width Specifying row height Specifying row colors Freezing columns Managing your Flexible Reporting reports Changing access properties Renaming reports Deleting reports Running reports Running reports in the Contact Center Management website Running reports in Flexible Reporting Saving templates and reports Printing reports Page Chapter 17 Intelligent Queue Page Intelligent Queue Using Intelligent Queue Licensing Intelligent Queue Table 17-1: Overview of Intelligent Queue functionality Page Page Page Registering and Activating Intelligent Queue Registering your Intelligent Queue software Registering online Registering offline Registering a seven-day demo license Activating your Intelligent Queue software Upgrading an existing license Intelligent Queue functionality Optional functionality Core functionality Incoming call handling Page Offer voice callback Collect digits Manage the system Music on hold System administration Starting/stopping the engines Event logging Optional functionality Callback processing Agent call recording Call detail reporting Caller-entered digits Planning the number of ports you require Types of ports Messaging ports Management ports Callback ports Recording ports RAD port conditions Intelligent call processing ports Callback processing ports Recording ports Updated position in queue ports Types of messages Interactive tree messages RAD messages Time in queue messages Updated position in queue messages Number of ports purchased Understanding the call flow process Creating call flows The ACD queue Queue priority Agent groups Setting up Intelligent Queue Administration procedures Logging on and off for the first time (Administrator) Logging off Logging on as an administrator after initial setup Entering your purchased options Setting up administrator and user permissions Creating an administrator account Creating a user account Changing system modes Changing passwords Setting up the automatic database backup Enabling the automatic backup Disabling the automatic backup Assigning the interval of the automatic backups Assigning the time of day of the automatic backup Configuring ports Configuring PBX settings Manually configuring PBX settings Configuring Contact Center Management settings Configuring Music Manager Disabling Windows sounds Preventing CDs from starting automatically Removing a music file from the play list Adjusting music volume Configuring Updated position in queue Available queues Monitored queues Disabled Do not inform callers if their positions in queue drop Before you configure Updated position in queue messages Configuring Updated position in queue for all queue positions Configuring Updated position in queue for specific queue positions I Creating action plans Creating unverified collected digits plans Creating verified collected digits plans Digit read back Digit read back for verification Database value read back Previously collected digits Creating ODBC connections Creating an ODBC connection for SQL Server Creating an ODBC connection for Microsoft Access Creating an ODBC connection for Microsoft Excel To create an ODBC connection for Microsoft Excel Selecting the type of collected digits Readback parameters Configuring ODBC database parameters Configuring a simple query Configuring an advanced query Read back a value returned by the database query Selecting an action to take Writing advanced queries Query that dials the customers phone number Query, within more than one table, with only one possible return value and Collected Information Creating interactive tree plans DTMF options Queue Condition Redirection Condition Schedule Condition Emergency Condition Creating interactive trees Page Setting up messaging plans Table 17-2: DTMF options Option Action Taken Page Configuring emergency messaging Setting up an emergency message plan Setting up an emergency call flow Applying the call flow to your port group Setting up management plans Defining the messages within your management plan Table 17-3: Sample management plan configuration To do the following... Press this digit Activating emergency messaging over the phone Setting up routing plans Managing Conditions: Assigning conditions to call flows Creating ANI conditions Table 17-4: Wildcard examples Digits Entered Would match the following digits ... Creating DNIS conditions Table 17-4: Wildcard examples Digits Entered Would match the following digits ... Creating emergency conditions Creating queue conditions Creating redirection conditions Creating schedule conditions If a condition is true If a condition is not matched Overview of schedule plan creation Managing call flows Overview of creating a call flow Managing port groups: updated position in queue, messaging, callback, and recording ports Table 17-5: Call flow condition legend Symbol Meaning Meaning of Text Color Configuring an updated position in queue port group Configuring a messaging port group Configuring a callback port group Configuring a recording port group Viewing system, port, and callback queue status Viewing system status Viewing port status Viewing callback queue status Callback and recording plans Managing outgoing calls: Voice and Web Callbacks Overview of voice and web callbacks Callback call processing Voice callback requests Web callback requests Campaign callback requests Configuring web callbacks in Windows Server 2003 Configuring web callbacks in Windows Server 2008 Setting up callback plans Assigning caller messages to callback plans Assigning agent messages to callback plans Assigning agent options to callback plans Setting callback plan parameters Managing recording plans Maintaining Intelligent Queue and Contact Center Management Adding an Intelligent Queue media server to Contact Center Management Using Network Monitor with Intelligent Queue Configuring data collection settings for Intelligent Queue media servers Configuring Contact Center Management settings in Intelligent Queue Configuring Intelligent Queue devices Intelligent Queue Smart Choice layers Viewing Intelligent Queue Smart Choice layers in the YourSite database Adding Intelligent Queue Smart Choice layer groups to the YourSite database Adding Intelligent Queue Smart Choice layers to a Intelligent Queue Smart Choice layer group Intelligent Queue ports Viewing Intelligent Queue ports in the YourSite database Adding Intelligent Queue port groups to the YourSite database Adding Intelligent Queue ports to an Intelligent Queue port group Intelligent Queue exit codes Creating reports Before you can produce a report Report types Smart Choice reports Smart Choice Layer Group by Layer Smart Choice Layer Group by Exit Code Table 17-6: Smart Choice Layer Group by Layer Report Field Description Table 17-7: Smart Choice Layer Group by Exit Report Field Description Page Recording voice prompts You can record unique messages, use the provided messages (in US English, UK English, NA French, EU Recording messages Recording messages with a microphone Recording messages with a phone, using Intelligent Queue Converting .wav files Readback .wav file names Table 17-10: Smart Choice Port Group Performance by Port .wav files Example Recorded phrases Table 17-11: Included .wav files File Page Page Web Callback Viewing the Web Callback example page Customizing your Web Callback page Figure 17-2 Web Callback Customizing the header Customizing the footer Figure 17-3 Web Callback example. Customizing the Cascading Style Sheet Customizing the Web configuration Customizing the content of the Web Callback page Table 17-12: Critical elements that must not be changed or removed Troubleshooting Intelligent Queue issues Table 17-13: Troubleshooting Problem Reason Possible Solution Table 17-12: Critical elements that must not be changed or removed Troubleshooting using the configuration wizard Table 17-14: Troubleshooting using the configuration wizard Action Reason Table 17-13: Troubleshooting Problem Reason Possible Solution Establishing a connection to the database Figure 17-4 Database Error window Scenario 1: Using Control Panel to verify SQL Server has started Figure 17-5 Services window with MSSQLSERVER started Scenario 2: Viewing the tray icon to verify SQL Server has started Viewing event logs Logging events Call Received Action Plan Selected System Action Gaining Web access to Intelligent Queue Page Figure 17-8 Internet Information Services window with Intelligent Queue folder expanded Troubleshooting the login Using the aspnet_regiis.exe tool Verifying the ASP.NET State Service Setting the Intelligent Queue Web session timer Using the Services tool Figure 17-10 Services window with Music and Telephony services started Installing Intelligent Queue from a shared or local drive Scenario 1: Receiving a System IO Error Scenario 2: Being unable to install Microsoft .Net Framework Receiving an Updated position in queue message There are too many Updated position in queue messages Removing Internet Explorer WebControls from a workstation Page Page Page Workforce Scheduling Before installing Workforce Scheduling Enabling remote SQL Server connections Granting SQL Server permissions Upgrading from Contact Center Scheduling to Workforce Scheduling Installing Workforce Scheduling Using Workforce Scheduling Viewing the Workforce Scheduling user interface Figure 18-1 Scheduler window Page Schedule details pane Figure 18-5 Schedule details pane Understanding forecasting concepts Understanding the Workforce Scheduling process Page Workforce Scheduling and your contact center needs Assigned shift-based scheduling configuration scenario Contact centers ideal for assigned shift scheduling Availability-based scheduling configuration scenario Contact centers ideal for availability scheduling Rotational-based scheduling configuration scenario Contact centers ideal for rotational scheduling Forecast-based scheduling configuration scenario Contact centers ideal for forecast scheduling Before you start scheduling Selecting a scheduling method Scheduling using forecast data Scheduling manually Schedule setup and customization Starting Workforce Scheduling on a client computer Configuring schedule options Configuring scheduling options using the Schedule wizard Creating schedules Adding employees to schedules Configuring business hours for schedules Renaming schedules Deleting schedules Configuring shifts Adding fixed shifts Adding variable shifts Renaming shifts Deleting shifts Configuring breaks Adding fixed breaks Adding variable breaks Renaming breaks Deleting breaks Configuring jobs Adding fixed jobs Adding variable jobs Renaming jobs Deleting jobs Adding breaks or jobs to shifts Assigning shifts to schedules Assigning shifts to employees Configuring event display preferences Configuring the time bar display Configuring the smallest scheduling time interval To prevent users from manually making changes that trigger warnings Configuring the default colors on the time bar Configuring the time format Configuring tool tip display Configuring warnings Table 18-1 Warnings Warning Description Schedule creation Building schedules with Schedule Builder Table 18-1 Warnings Warning Description Configuring the date and time range Scheduling shifts Scheduling breaks Generating schedules with forecast data Generating schedules without forecast data Generating schedules for your entire workforce Selecting employees Creating and adjusting schedules manually Loading schedules Populating schedules with events Drop inserting events Drag inserting events Recurring events Mass recurring events Mass deleting events Mass applying time off Modifying forecast totals in the event totals pane Modifying event times and notes in the schedule details pane Schedule distribution Viewing schedules Viewing scheduled events Changing the time interval of the time bar pane Viewing event totals Viewing schedule details Synchronizing views Running schedule reports Running on-demand reports Running scheduled reports Creating report schedules Modifying report schedules Schedule Adherence Configuring adherence preference Configuring adherence parameters Configuring state groups Viewing adherence monitors in Contact Center Client Adherence Detail Grid monitor Table 18-3 Adherence Detail Grid monitor headings Heading Definition Figure 18-7 Adherence Detail Grid monitor Adherence Timebars monitor Figure 18-8 Adherence Timebars monitor Employee State by Position/Time monitors Running adherence reports Employee Portal Employee functionality Starting Employee Portal Creating a desktop shortcut to Employee Portal Viewing currently scheduled shifts Offering shifts for other employees to take or trade Removing shifts from the bulletin board Proposing to trade shifts Accept or reject an employee proposal to take or trade your shift Requesting time off Requesting availability changes Supervisor functionality Handling employee scheduling requests Employee Portal reports Page Page Traffic Analysis Using Traffic Analysis Setting up telephone systems to collect traffic data Setting up the SX-2000 without datasets Figure 19-1 SX-2000 architecture without datasets Setting up the 3300 ICP Programming the Traffic Options Assignment form Table 19-1 3300 ICP Traffic Options Assignment form Option Value Assigning ports Verifying the traffic output Table 19-1 3300 ICP Traffic Options Assignment form Option Value Configuring media servers in YourSite 3300 ICP SX-2000 Verifying traffic data is saved on the Enterprise Server Page Page Page Multimedia Contact Center Using Multimedia Contact Center Multimedia Contact Center options in Contact Center Management Disassociating email addresses Starting Multimedia Contact Center on a client computer Multimedia Contact Center options in Outlook Verifying real-time server connection parameters Figure 20-3 Multimedia Contact Center tab Configuring Multimedia Contact Center startup options Displaying shortcuts Displaying the agent login window Configuring which inbox opens when you start Outlook Displaying real-time queue statistics Configuring Multimedia Contact Center arrival options Displaying Outlook as your top window when contacts arrive Directing ACD contacts to your Agent Inbox Configuring contact arrival sounds Checking spelling Customizing the Agent Inbox columns Agent actions Performing agent actions Employee Control Voice, Email/SMS, Chat, and Fax Actions Force Forward Setting Make Busy Reason Codes Setting Make Busy Reason Codes for multiple media types Figure 20-5 Setting Make Busy Setting Make Busy Reason Codes for one media type at a time Requeuing contacts Contact management Replying to contacts Applying Account Codes Placing contacts on Hold Transferring contacts Creating and using Multimedia Contact Center templates Creating templates Using templates Replying to emails/SMS messages Replying to chats Figure 20-6 Chat reply Viewing faxes Replying to faxes Tagging contacts with Account Codes Placing contacts on hold Figure 20-7 Hold Transferring contacts Setting No Reply Needed Viewing client history Page Page Page Page Contact Center Management Enterprise Node Enterprise Node software Enterprise Node license Enterprise reporting Enterprise Node versus Enterprise Server Enterprise Node configuration Setting up Enterprise Node examples Scenario 1 - With a dedicated server at the remote site Contact center 1 - Kanata (prairieFyre Collector Service) with one media server (SX-2000 ACD) Contact center 2 - Boston (Enterprise Node) with one media server (3300 ICP) Scenario 2 - No dedicated server at the remote site Contact center 1 - Miami (prairieFyre Collector Service) with one media server (SX-2000 ACD) Contact center 2 - Houston (Enterprise Node) with one media server (3300 ICP) Figure 21-3 Enterprise Node scenario 2 connectivity Enterprise Node Installation Installing Enterprise Node software Viewing the status of the data collection Page Page Page CTI Developer Toolkit Page Page Functional Area Version 5.4 Version 5.5 Version 5.6 Version 5.7 SP1 Table 22-2 Primary object classes CTI Developer Toolkit sample applications Device Monitor Class Description Figure 22-1 Device Monitor sample application Queue Monitor Figure 22-2 Queue monitor sample application Console Call Monitor Console Queue Monitor Best practices for custom development Common user scenarios and source code examples Click to dial Call received notification Add call detail (using a third-party IVR) Troubleshooting CTI Developer Toolkit issues Troubleshooting specific issues Retrieve All commands does not display any devices GetDevice method fails or returns null unexpectedly Agent control actions succeed while call control actions fail Unable to set monitor on agent device Web service errors occurring in log files "Softphone proxy did not respond after 30 seconds" error Page Page Page Salesforce.com Integration Installing Salesforce.com Integration Using Salesforce.com Integration Creating your first call center Adding users to a call center Configuring soft phone layouts Using the soft phone with Salesforce Logging into your soft phone Salesforce.com Integration functionality Page Contact center terms and definitions Page Page Page Page Page Page Page Multimedia Contact Center terms and definitions Page Mitel 5000/Axxess terminology compared