Table Of Contents - Avaya IP Office User Manual

Contents
1. Introduction
1.1 Key Terms ..................................................................... 10
1.2 Client PC Requirements ..................................................................... 12
1.3 Logging In ..................................................................... 13
1.4 Changing Your Password ..................................................................... 15
1.5 Forgotten Passwords ..................................................................... 16
1.6 Additional Help ..................................................................... 17
1.7 Logging Off ..................................................................... 18
2. Supervisor
2.1 Logging In ..................................................................... 22
2.2 Editing a View ..................................................................... 24
2.3 Using a View ..................................................................... 27
2.4 Statistic Colors ..................................................................... 28
2.5 Alarms and Warnings ..................................................................... 29
2.6 Resetting View Statistics ..................................................................... 30
2.7 Graph View ..................................................................... 31
2.8 Account Details ..................................................................... 32
3. Statistics
3.1 Available Statistics ..................................................................... 38
3.2 Agent State (Queue) ..................................................................... 39
3.3 Agent State (Queue) Time ..................................................................... 41
3.4 Agent State (System) ..................................................................... 42
3.5 Agent State (System) Time ..................................................................... 45
3.6 Agents ACW ..................................................................... 46
3.7 Agents Available ..................................................................... 47
3.8 Agents Call Share ..................................................................... 48
3.9 Agents Logged On ..................................................................... 49
3.10 Agents Present ..................................................................... 50
3.11 Agents Ringing ..................................................................... 51
3.12 Answered Calls ..................................................................... 52
3.13 Answered External (Non-Queue) ..................................................................... 53
3.14 Answered Internal (Non-Queue) ..................................................................... 54
3.15 Answered Internal (Queue) ..................................................................... 55
3.16 Average Answer % ..................................................................... 56
3.17 Average Answer Time ..................................................................... 58
3.18 Average Wait Time ..................................................................... 60
3.19 Busy Not Available ..................................................................... 61
3.20 Calls Waiting ..................................................................... 62
3.21 Current Wait Time ..................................................................... 63
3.22 Grade of Service ..................................................................... 64
3.23 Internal Made ..................................................................... 66
3.24 Longest Wait Time ..................................................................... 67
3.25 Lost Calls ..................................................................... 68
3.26 New Messages ..................................................................... 70
3.27 No Answer ..................................................................... 71
3.28 Outbound Calls (External) ..................................................................... 72
3.29 Overflowed Answered ..................................................................... 73
3.30 Overflowed Calls ..................................................................... 74
3.31 Overflowed Calls Waiting ..................................................................... 76
3.32 Overflowed Lost ..................................................................... 78
3.33 Queue State ..................................................................... 80
3.34 Queue State Time ..................................................................... 81
3.35 Routed to Other ..................................................................... 82
3.36 Routed to Voicemail ..................................................................... 83
CCR 1.0 User Guide
IP Office
3.37 Transferred ..................................................................... 84
3.38 Statistic Summary ..................................................................... 85
4. Reports
4.1 Creating Reports ..................................................................... 94
4.2 Running Manual Reports ..................................................................... 97
4.3 Scheduling Reports ..................................................................... 98
4.4 Modifying a Report ..................................................................... 99
4.5 Deleting a Report ..................................................................... 99
4.6 Standard Report Templates ..................................................................... 100
4.6.1 Agent Summary Report ............................................................................ 101
4.6.2 Alarm Report ............................................................................ 102
4.6.3 Call Details Report ............................................................................ 103
4.6.4 Call Summary Report ............................................................................ 106
4.6.5 Trace Report ............................................................................ 108
4.6.6 Voicemail Report ............................................................................ 109
5. Agent
5.1 Logging In (Quick Start) ..................................................................... 114
5.2 Viewing Statistics ..................................................................... 115
5.3 Statistic Colors ..................................................................... 116
5.4 Graph View ..................................................................... 117
5.5 Agent Phone Controls ..................................................................... 118
5.5.1 Logging In ............................................................................ 119
5.5.2 Logging Out ............................................................................ 120
5.5.3 After Call Work ............................................................................ 121
5.5.4 Busy Not Available ............................................................................ 122
5.5.5 Enable/Disable Membership ............................................................................ 123
5.5.6 Phone Manager Controls ............................................................................ 124
6. Administrator
6.1 Logging In ..................................................................... 127
6.2 Controlling Supervisor Accounts ..................................................................... 129
6.3 Amending Supervisor Views ..................................................................... 132
6.4 Copying a Supervisor Account ..................................................................... 135
6.5 System Settings ..................................................................... 136
6.6 Diagnostics ..................................................................... 139
7. Call Scenarios
7.1 Queue Calls ..................................................................... 143
7.1.1 Queue Call Answered by 1st Agent ............................................................................ 143
7.1.2 Queue Call Answered by 2nd Agent ............................................................................ 144
7.1.3 Queue Call Which is Lost ............................................................................ 145
7.1.4 Queue Call Picked Up by Another Agent 1 ............................................................................ 146
7.1.5 Queue Call Pickup by Non Agent ............................................................................ 147
7.1.6 Queue Call Timed Out to Voicemail ............................................................................ 148
7.2 Transferring Calls ..................................................................... 149
7.2.1 Queue Call Supervised Transfer to Queue ............................................................................ 151
7.2.2 Queue Call Supervised Transfer to Agent ............................................................................ 153
7.2.3 Queue Call Supervised Transfer to
Non-Agent ............................................................................ 154
7.2.4 Queue Call Supervised Transfer to Agent in
Same Queue
............................................................................ 155
7.2.5 Queue Call Unsupervised Transfer to Queue ............................................................................ 156
7.2.6 Queue Call Unsupervised Transfer to Agent ............................................................................ 157
7.2.7 Queue Call Unsupervised Transfer to
Non-Agent ............................................................................ 159
7.2.8 Queue Call Unsupervised Transfer to Agent
in Same Queue ............................................................................ 160
7.2.9 Direct Call Supervised Transfer to Queue ............................................................................ 161
15-601130 Issue 1k (22 May 2009)
Contents
Page 3