Avaya Interaction Center Manuals

Manuals and User Guides for Avaya Interaction Center. We have 2 Avaya Interaction Center manuals available for free PDF download: User Manual, Programmer's Manual

Avaya Interaction Center User Manual (220 pages)

Brand: Avaya | Category: Software | Size: 2.58 MB

Table of Contents
3
Before You Begin
9
Contacting Technical Support
9
1 Overview

13
- Avaya Agent
  14
  - Using Avaya Agent with Multiple Languages
    16
  - Avaya Agent Menu
    16
  - Avaya Agent Status Control Bar
    17
  - Task Lists
    18
  - Softphone
    19
  - Outbound List Processing
    20
  - Avaya™ Outbound Contact Management
    21
  - Contact History Browser and EDU Viewer
    23
  - Prompter Scripts
    23
- Web Agent
  24
2 Managing Avaya Agent

41
- Logging in and Logging out
  41
- Setting Your Availability
  45
  - Changing Your Agent State
    46
  - Manual Mode
    48
  - Automatic Mode
    48
  - Setting Your Channel Loads
    49
- Opening an Application Focus
  50
- Viewing Customer and Contact Information
  51
  - Viewing Active Contact Information
    52
  - Viewing Contact History Information
    53
- Reloading Layouts in the EDU Viewer
  55
  - Clearing Current Contacts in the EDU Viewer
    55
  - Reloading EDU Viewer Layouts
    55
- Using the Unified Agent Directory
  56
  - Looking up Information
    58
  - Updating UAD Information
    66
- Using Screen Pops
  67
- Wrapping up Contacts
  67
  - Using the Wrapup Dialog Box
    68
  - Using a Wrapup Prompter Script
    69
- Troubleshooting
  71
  - Avaya Agent Stops Responding
    71
  - Avaya Agent Stops Responding with Outbound Contact
    72
3 Managing Inbound Voice Contacts

73
4 Managing Email

87
- Being Alerted to a New Email Contact
  88
- Using the Email Task List
  88
  - Icons in the Email Task List
    89
  - Text in the Email Task List
    90
- Viewing Email History
  91
- Composing a Normal Email Reply
  94
- Addressing Emails with the UAD
  97
- Using Resources in Email
  100
  - Using Global, Agent, or Email Template Resources in an Email
    101
- Using Suggested Responses
  102
- Sending an Email to an External Agent
  103
- Transferring an Email Contact
  105
- Deferring an Email
  106
- Saving a Draft
  107
- Forwarding an Email
  107
- Spell Checking Your Emails
  109
- Requesting more Information from Customer
  111
- Responding to an Email Alert
  111
- Resolving an Email
  112
- Originating an Outbound Email
  113
- Approving or Rejecting an Email
  116
- Handling a Rejected Email
  118
- Using Multiple Languages with Email
  119
- Wrapping up and Completing an Email Contact
  120
5 Managing Chat Sessions

121
- Being Alerted to a New Chat Contact
  122
- Using the Chat Task List
  123
- Handling a Basic Chat Session
  124
- Sharing Browsers with a Customer
  128
  - Technical Issues with Shared Browsing
    129
  - Using Auto-Sync
    129
  - Pushing a Web Page
    131
  - Helping Your Customer Enter Information
    131
- Using Resources in a Chat Session
  133
- Spell Checking Your Messages
  135
- Using the Phone in a Chat Session
  136
  - Handling a Chat & Phone Session
    137
  - Handling a Chat & Voip Session
    140
- Transferring a Chat Contact
  142
- Handling a Join Us Conference
  144
- Handling Simultaneous Chat Sessions
  146
- Monitoring a Chat Session (Supervisors Only)
  147
- Starting a Lotus Sametime Session
  149
- Viewing the Customer's Datawake Record
  150
  - Escalation Page
    150
  - Browse Pages
    151
- Using Multiple Languages in Chat Sessions
  152
- Wrapping up and Completing a Chat Contact
  153
6 Performing Chat & Email Tasks

155
- Managing Resources
  155
  - Resource Types and Examples
    156
  - Creating New Agent Resources
    157
  - Creating New Global Resources (Supervisors Only)
    160
  - Editing Your Resources
    161
  - Deleting a Resource
    161
  - Viewing Your Resources
    161
  - Organizing Your Resources
    163
- Importing Migrated Resources
  164
- Setting Preferences
  165
  - User Interface Preferences
    166
  - Contact Preferences
    168
  - Email Preferences
    169
  - Chat Preferences
    170
  - Other Preferences
    171
- Using Web Self-Service
  172
- Viewing Your Own Datawake Record
  176
7 Managing Outbound Contact Calls

179
- Using Avaya Agent with Outbound Contact
  179
- Getting Started with Outbound Contact
  181
- Proceeding through Agent Tasks
  183
  - Identifying an Unsuccessful Call
    185
  - Managing the Conversation
    186
  - Leaving Outbound Jobs
    193
  - Logging out of Outbound Contact
    194
- Agent Blending
  194
  - Releasing You from Outbound Contact
    194
  - Acquiring" You from Media Channels
    195
- Task Summary
  195
- Performing an Outbound Contact Job
  196
8 Managing Outbound Lists

199
- Overview of Outbound List Processing
  199
- Making Calls with Outbound Lists
  201
9 Using Avaya Agent with Siebel

203

Avaya Interaction Center Programmer's Manual (138 pages)

VTel Programmer Guide

Brand: Avaya | Category: Software | Size: 1.33 MB

Table of Contents
3
Definition
3
Socket Usage
3
Starting Vtel
3
Get
4
Set
4
Strings
4
Syntax Examples
4
Swapheld
5
Terminate
5
Transfer
5
Transfercancel
5
Transfercomplete
5
Transferinit
5
Serverfailed
6
Serverrestart
6
Terminateconnection
6
Before You Begin
9
Contacting Technical Support
10
Chapter 1: Definition of Terms and Concepts

13
- What Is Vtel
  13
- This
  13
- Phones, Calls, and Switches
  14
- Simple Phone
  14
- Agent Ids and Telephony Login Ids
  15
  - The Agent ID
    15
  - The Telephony Login ID
    15
- Call Routing and Queues
  16
- Phone States
  17
- Phone States after Hang up
  18
  - Preset Style
    18
  - Immediate Style
    18
  - Auto-In and Manual-In Modes
    19
Chapter 2: Communicating with Other Applications

21
- Using DDE
  22
  - DDE Requests and Event Messages
    22
    
    DDE in C
    22
    
    DDE in Visual Basic
    23
- Starting Vtel from Other Applications
  24
- The Asynchronous Nature of the System
  25
- Race Conditions
  26
- Requests and Errors
  27
- Using the Ping() Method to Test the Connection
  28
- Multiple Concurrent Telephone Calls
  29
- Socket Usage
  30
Chapter 3: Initiating Access to Vtel

31
- Connecting to
  31
- Installing and Running Vtel
  32
  - Dynamic IP Addressing
    32
- Configuring Vtel
  33
- Using Assign to Connect to Vtel
  34
- Logging in - Access to Telephony Resources
  35
- Logging out
  36
- Exiting Vtel
  36
Chapter 4: Message Syntax

37
- DDE Message Syntax
  37
- Command Name
  37
- Arguments
  38
  - Strings
    38
  - Null Values
    39
  - Syntax Examples
    39
- Responses
  39
  - Problem Levels
    39
    
    Communications Path
    39
    
    Faulty Request
    40
    
    Server Not Found
    40
    
    Method Not Found
    40
    
    Method-Specific Problem
    40
  - Exceptions
    40
  - Return Code
    41
- Request Ids
  41
- Event Messages
  41
  - Event ID
    42
  - Event Type
    42
  - Event Name
    42
  - Seqcouple
    42
  - Syntax Example
    42
Chapter 5: Methods

43
- Telephone Switch Dependency
  43
- Pass-Through Requests
  44
  - Queuing
    44
  - Dde
    45
- Initiating Calls
  45
- Terminating Calls
  45
- Querying and Setting EDU Values
  46
  - Getting One Value from the EDU
    46
  - Getting Multiple Values from the EDU
    46
  - Setting EDU Values
    46
  - Terminating an EDU
    46
- Vtel Command Summary
  47
- Interface Description Language (IDL) Specification
  50
- Set_Timeout
  51
- Vtel Methods (Requests from Other Applications)
  52
  - Answer
    52
  - Assign
    53
  - Busy
    53
  - Busyoverride
    54
- Busyphoneset
  54
- Changepassword
  55
- Conferencecancel
  55
- Conferencecomplete
  56
- Conferenceinit
  56
- Deassign
  57
- Drop
  57
- Exit
  58
- Getactive
  58
- Getinfo
  58
- Getphoneinfo
  59
- Guicallhistory
  59
- Guilogin
  60
  - Telephony Login ID
    60
  - Vtel GUI
    60
- Hangup
  61
- Hold
  62
- Holdreconnect
  62
- Logentry
  63
- Login
  63
- Loginacd
  64
- Logintelephony
  65
- Loginvesp
  66
- Logout
  66
- Logouttelephony
  67
- Logoutvesp
  68
- Makecall
  68
- Ping
  69
- Ready
  69
- Readyoverride
  70
- Readyphoneset
  71
- Release
  71
- Resetphones
  71
- Restartserver
  72
- Swapheld
  72
- Terminate
  73
- Transfer
  73
- Transfercancel
  74
- Transfercomplete
  74
- Transferinit
  75
- Vducreate
  75
- Vdufindvdu
  76
- Vdugetactive
  77
- Vdugetdata
  77
- Vdugetonevalue
  78
- Vdugetvalues
  78
- Vdusetcurrent
  79
- Vdusetvalues
  80
- Wrapup
  81
- Wrapupoverride
  81
- Get_Timeout
  82
- Set_Timeout
  82
Chapter 6: Event Notification

83
- Conferencecomplete Conferenceinit
  84
- Logout Logouttelephony
  84
- Summary of Events
  84
- Event Messages to Other Applications
  86
  - Announcement
    86
  - Busy
    86
  - Busyoutbound
    86
  - Busypreset
    87
  - Conference
    87
  - Conferencecancel
    88
  - Conferencecomplete
    88
  - Conferenceinit
    89
  - Connect
    89
  - Disconnect
    89
  - Drop
    90
  - Exit
    90
  - Incall
    91
  - Incomingcall
    91
  - Login
    91
  - Logintelephony
    92
  - Logout
    93
  - Logouttelephony
    93
  - Logoutvesp
    93
  - Makecall
    94
  - Onhold
    94
  - Ready
    94
  - Readypreset
    95
    
    Description
    95
    
    Output Parameters
    95
    
    Examples
    95
  - Resetphones
    95
  - Ringoutbound
    95
  - Serverfailed
    96
  - Serverrestart
    96
  - Terminateconnection
    96
  - Transfer
    97
  - Transfercancel
    97
  - Transfercomplete
    97
  - Transferinit
    98
  - Vduchange
    98
  - Vducurrent
    98
  - Vduterminated
    99
  - Wrapup
    99
  - Wrapuppreset
    100
Chapter 7: Server Failure Processing

101
- The Configuration File
  101
  - Serverfailreconnectlimit
    101
  - Serverfailretrywaittime
    102
  - Serverfailprompt
    102
- Events
  102
- Method
  102
- Resynchronizing with the Phone
  103
Appendix A: the Vtel.ini Configuration File

105
- Annotated Vtel.ini File
  
  106
  - Vtel.ini
    106
  - Station ID
    108
  - Reason
    109
  - Wrapup Codes
    110
Appendix B: Vtel Errors

121
- Reading a Vtel Error Message
  121
- Alphabetical List of Vtel Errors
  122
Appendix C: Vtel Code Tables

125
- Vtel Wrapup Codes
  125
- Wrapup Code Storage in VDU
  129
  - Current Scheme for Wrapup Code Storage in VDU
    129
  - Legacy Scheme for Wrapup Code Storage in VDU
    130
- Vtel DEFINITY Reason Codes
  131
- Index
  133

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Avaya Interaction Center Manuals

Avaya Interaction Center User Manual (220 pages)

Table of Contents

1 Overview

2 Managing Avaya Agent

3 Managing Inbound Voice Contacts

4 Managing Email

5 Managing Chat Sessions

6 Performing Chat & Email Tasks

7 Managing Outbound Contact Calls

8 Managing Outbound Lists

9 Using Avaya Agent with Siebel

Avaya Interaction Center Programmer's Manual (138 pages)

Table of Contents

Chapter 1: Definition of Terms and Concepts

Chapter 2: Communicating with Other Applications

Chapter 3: Initiating Access to Vtel

Chapter 4: Message Syntax

Chapter 5: Methods

Chapter 6: Event Notification

Chapter 7: Server Failure Processing

Appendix A: the Vtel.ini Configuration File

Annotated Vtel.ini File

Appendix B: Vtel Errors

Appendix C: Vtel Code Tables

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