Avaya DEFINITY Guide Manual
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Avaya DEFINITY Guide Manual

Avaya DEFINITY Guide Manual

Enterprise communications server - guide to acd call centers
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DEFINITY
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Enterprise Communications Server

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Summary of Contents for Avaya DEFINITY Guide

  • Page 1 DEFINITY ® Enterprise Communications Server...
  • Page 2 Disclaimer...
  • Page 3  2000, Avaya, Inc. Avaya Avaya suspect that you are being victimized...
  • Page 5 ❒ ❒ ❒ ❒ ❒ ❒ ❒ ❒ ❒ ❒ ❒ ❒...
  • Page 7 Contents About This Document Call Center...
  • Page 8 Contents Call Center Forms References Glossary and Abbreviations GL-1 Index IN-1...
  • Page 9 About This Document Overview...
  • Page 10 Purpose Audience Reason for reissue How to use this document...
  • Page 11 Organization Feature-related information...
  • Page 12 Conventions used in this document NOTE:...

  • Page 13: Trademarks And Service Marks

    Trademarks and service marks...
  • Page 14 How to get help How to make comments about this document...

  • Page 15: Call Center

    Call Center Table 1-1. Call Center features Feature Page Continued on next page...
  • Page 16 Table 1-1. Call Center features — Continued Feature Page Continued on next page Forms Page...
  • Page 17 Related feature or form Abandoned Call Search...
  • Page 18 How to administer Abandoned Call Search Table 1-2. Required forms Form Field Considerations NOTE:...
  • Page 19 Add/Remove Skills How to administer Add/Remove Skills Table 1-3. Required forms Form Field Considerations...
  • Page 20 Interactions Agent Call Handling...
  • Page 21 NOTE: How to administer Agent Call Handling Table 1-4. Required forms Form Field Continued on next page...
  • Page 22 Table 1-4. Required forms — Continued Form Field Continued on next page Detailed description NOTE: Agent login and logout...
  • Page 23 Login Logout...
  • Page 24 Agent answering options NOTE: Automatic Answer NOTE: Manual Answer ACD work modes...
  • Page 25 Auxiliary work mode NOTE: Auto-In mode Manual-In mode After Call Work mode...
  • Page 26 Timed After Call Work Timed ACW and VDN Cancelling Timed ACW Agent request for supervisor assistance...
  • Page 27 Stroke counts...
  • Page 28 Call work codes Forced entry of stroke counts and call work codes NOTE:...
  • Page 29 Expanded technical information Agent capacity and related limits...
  • Page 30 ˜hFh*F’˜|’cadd˜z"a’}˜"=hama’›FF= VFm›˜pVam˜ ’˜ =hama’›FF= VFm›˜pVam˜ ’˜pVVF=_ m˜|’›"OOF=}˜’©’›Fh˜daha› cadd’˜zF˜ VFm›...
  • Page 31 Considerations Release button Timed ACW Nonvector-controlled splits...
  • Page 32 Agents logged into multiple splits Agents with Automatic Answer CALLMASTER terminals Agents assigned to hunt-group and ACD calls...
  • Page 33 Interactions...
  • Page 35 Auto-Available Split How to administer AAS Table 1-5. Required forms Form Field Detailed description...
  • Page 36 Considerations Interactions...
  • Page 37 Automatic Call Distribution...
  • Page 38 Figure Notes Figure 1-1. Typical ACD Arrangement...
  • Page 39 How to administer ACD Table 1-6. Required forms Form Field...
  • Page 40 ¤mc˜ p¤z˜Oph’ ¤m›˜ p¤z˜Oph Detailed description Direct Department Calling Uniform Call Distribution...
  • Page 41 Expert Agent Distribution Comparison of agent selection methods...
  • Page 42 Table 1-7. Agent Selection Methods If this agent selection method is used… Each call will be delivered to… Queuing and announcements...
  • Page 43 First announcement Forced first announcement...
  • Page 44 Second announcement...
  • Page 45 Forced disconnect Announcement rules Entering the queue...
  • Page 46 NOTE: Priority queuing Queue status indications Direct Agent Calling NOTE:...
  • Page 47 Considerations Maximum Number of Agents MIA Across Splits/Skills...
  • Page 48 Announcements Storing and retrieving messages Class of Restriction...
  • Page 49 Trunk groups and ACD splits Agent considerations Vector-controlled splits...
  • Page 50 Changing hunt groups from ACD to non-ACD Interactions...
  • Page 53 Basic Call Management System...
  • Page 54 How to administer BCMS Table 1-8. Required forms Form Field...
  • Page 55 Interactions...
  • Page 56 Table 1-9. System Capacity R6vs/csi/si ¢ Continued on next page Best Service Routing™ ...
  • Page 57 Benefits of Best Service Routing Table 1-10. Best Service Routing benefits You can benefit by… As a result of… Continued on next page...
  • Page 58 Table 1-10. Best Service Routing benefits — Continued You can benefit by… As a result of… Before you Start...
  • Page 59 Switch requirements Table 1-11. Requirements to use Best Service Routing Form Page Field Must be set to… ¢ NOTE:...
  • Page 60 Network requirements NOTE:...
  • Page 61 How to administer Best Service Routing Single-site BSR Table 1-12. Required forms for administering single-site BSR Form Field...
  • Page 62 Multi-site BSR Table 1-13. Required forms for administering multi-site BSR Form Field...
  • Page 63 Detailed description Call surplus situations Agent surplus situations...
  • Page 64 Table 1-14. BSR Available Agent Strategies If BSR Available Agent Strategy is set to… The call will be delivered to… NOTE:...
  • Page 65 Vector commands for single-site BSR Table 1-15. Vector commands and command elements for single-site BSR Commands and command elements Use this … Commands Continued on next page...
  • Page 66 Table 1-15. Vector commands and command elements for single-site BSR — Continued Commands and command elements Use this … Key word Conditional ¢ User adjustment Continued on next page...
  • Page 67 Vector commands for multi-site BSR Table 1-16. Vector commands and command elements for multi-site BSR Commands and command elements Use this… Commands Continued on next page...
  • Page 68 Table 1-16. Vector commands and command elements for multi-site BSR — Continued Commands and command elements Use this… Key word Conditional ¢ User adjustment Continued on next page...
  • Page 69 Interactions  goto vector best Consider...
  • Page 72 Call Management System How to administer the DEFINITY/CMS Interface Table 1-17. Required forms Form Field...
  • Page 73 F"›¤F_Fd"›F=˜©’›Fh˜""hF›F’˜Oph p4F’’p˜ m›FO"4F˜ "›"˜p=¤dF˜Oph p4F’’p˜ ^"mmFd˜ ’’aVmhFm›˜Oph phh¤ma4"›apm˜ m›FO"4F˜amc˜Oph "4cF›˜ "›F§"©˜|  }˜Oph Considerations Call Prompting...
  • Page 74 How to administer Call Prompting Required forms Form Field Continued on next page...
  • Page 75 Considerations Interactions...

  • Page 76: Call Vectoring

    Call Vectoring How to administer Call Vectoring Table 1-18. Required forms Form Field...
  • Page 77 Table 1-19. VDN extension cannot be entered in these fields. Form Field Continued on next page...
  • Page 78 Table 1-19. VDN extension cannot be entered in these fields. — Continued Form Field Continued on next page Form Field...
  • Page 79 Interactions...
  • Page 84 CentreVu Advocate...
  • Page 85 How to administer CentreVu Advocate Table 1-20. Required forms Form Field...
  • Page 86 Considerations...
  • Page 90 Interactions...
  • Page 92 Expert Agent Selection How to administer EAS Table 1-21. Required forms Form Field Continued on next page...
  • Page 93 Table 1-21. Required forms — Continued Form Field Continued on next page How to administer Direct Agent Announcement...
  • Page 94 Table 1-22. Required forms Form Field Detailed administration for EAS VDN administration Vector administration...
  • Page 95 Agent administration Detailed description Agent selection Agent Selection Method Call Handling Preference administration...
  • Page 96 Table 1-23. Call Handling Preference Call Distribution EAD with Skill EAD with UCD with UCD with Level Greatest Need Skill Level Greatest Need MIA Across Splits/Skills Additional Agent Login ID Capabilities...
  • Page 97 Direct Agent Calling...
  • Page 98 Considerations Interactions...
  • Page 101 Inbound Call Management...
  • Page 102 How to administer ICM Table 1-24. Required forms Form Field...
  • Page 103 ˜Oph Detailed description Applications...
  • Page 104 Agent data screen delivery applications Figure Notes Figure 1-2. Simplified ICM Configuration for Data Screen Delivery...
  • Page 105 Integration with speech processing adjuncts...
  • Page 106 Figure Notes Figure 1-3. Simplified ICM Configuration for Speech Processor Integration...
  • Page 107 Host/adjunct call routing Considerations...
  • Page 108 Interactions Information Forwarding NOTE:...
  • Page 109 Interactions User-to-User Information Transport Support of new features NOTE:...
  • Page 110 Administering User-to-User Information Transport UUI Treatment UUI Treatment NOTE:...
  • Page 111 Table 1-25. Forms needed to administer information transport Form Is field needed Fields needed Why is this field needed? optional? ˜...
  • Page 112 UUI Treatment shared service-provider Maximum Size of UUI IE Contents Send Codeset 6/7 LAI Maximum Size of UUI IE Contents UUI Treatment NOTE:...
  • Page 113 Determining User Information Needs Considerations Send codeset 6/7 LAI UUI IE Treatment VDN Name Other LAI Information Send codeset 6/7 LAI UUI IE Treatment Send Codeset 6/7 LAI IE...
  • Page 114 Troubleshooting UUI IE Treatment...
  • Page 115 Intraflow and Interflow Intraflow Interflow...
  • Page 116 How to administer Intraflow and Interflow Table 1-26. Required forms Form Field Detailed description...
  • Page 117 Considerations Interactions...
  • Page 118 Look-Ahead Interflow NOTE:...
  • Page 119 How to administer Look-Ahead Interflow Table 1-27. Required forms Form Field Outgoing Display Interflow-Qpos EWT Threshold...
  • Page 120 Considerations...
  • Page 121 Interactions...
  • Page 122 Record VDN in Record Call to Hunt Group - Record NOTE:...
  • Page 124 Multiple Call Handling How to administer MCH Table 1-28. Required forms Form Field Detailed description Applications...
  • Page 125 MCH settings On request One forced...
  • Page 126 One per skill Many forced...
  • Page 127 MCH example Table 1-29. MCH Call Delivery Example Calls Delivered? Skill 4 Skill 1 Skill 2 Skill 3 (MCH= (MCH= (MCH= (MCH=one many- Condition on-request) one-forced) - per-skill) forced)
  • Page 128 Considerations Interactions...
  • Page 130 Queue Status Indications How to administer Queue Status Indications Table 1-30. Required forms Form Field...
  • Page 131 Detailed description Interactions...
  • Page 132 Reason Codes How to administer Reason Codes Table 1-31. Required forms Form Field...
  • Page 133 Detailed description Forced reason codes Requested reason codes Entering AUX work mode Logging out...
  • Page 134 Default code Considerations...
  • Page 135 Interactions...
  • Page 136 Redirection on No Answer How to administer RONA Table 1-32. Required forms Form Field...
  • Page 137 Detailed description Application examples VRU applications...
  • Page 138 CALL VECTOR 01 wait-time 0 secs hearing ringback 02 converse-on split... (VRU returns the digit “1” as a return code followed by additional digits for the application) 03 collect 1 digits after announcement none 04 goto step 6 if digits = "1" 05 goto vector xxx (for backup when the VRU fails) 06 collect 2 digits after announcement none...
  • Page 139 RONA Routing Sequences Table 1-33. RONA Routing Sequence for Direct Agent Calls Redirection Destination Explanation Table 1-34. RONA Routing Sequence for Split/Skill Calls Redirection Destination Explanation...
  • Page 140 Using BCMS/CMS reports with RONA Returning AAS agents to service...
  • Page 141 Considerations Interactions...
  • Page 143 Table 1-35. RONA/ASAI Events Stage of Call ASAI Event ASAI Associations...
  • Page 148 Interactions with other ringing call timers NOTE: Table 1-36. Timer Description Timer Description...
  • Page 149 Table 1-37. RONA/Timer Interaction RONA Timer Timeout Restarted After Redirection?
  • Page 150 Service Observing NOTE: How to administer Service Observing Table 1-38. Required forms Form Field Continued on next page...
  • Page 151 Table 1-38. Required forms — Continued Form Field Continued on next page Can Be Service Observed Can Be Service Observer Detailed description...
  • Page 152 Observing logical-agent IDs Observing VDNs...
  • Page 153 Observing remotely or by FAC 1.wait-time 0 seconds hearing ringing 2.collect 5 digits announcement 2300 3.goto step 5 if digits = 12345 4.disconnect after announcement 2000 5.collect 1 digits announcement 2310 6.route-to number 113001 with cov n if digit = 1 7.route-to number 113002 with cov n if digit = 2 8.goto step 5 if unconditionally...
  • Page 154 Service Observing indicators Table 1-39. General Indications to Observer Condition Button Lamp Tone...
  • Page 155 Table 1-40. Feedback When Activation Denied Condition State Lamp Tone...
  • Page 156 Table 1-41. Feedback When Activation Allowed — At Time of Activation Condition State Lamp Tone Table 1-42. Feedback When Activation Allowed — After Observe Activated Condition State Lamp Tone Continued on next page...
  • Page 157 Table 1-42. Feedback When Activation Allowed — After Observe Activated — Continued Condition State Lamp Tone Continued on next page...
  • Page 158 General security Can Be An Observer Can Be Observed VDN-call security Can Be Observed Can Be Observed...
  • Page 159 Vector-initiated security Remote-access security...
  • Page 160 Considerations Observability Ineligibility Trunk calls Multiple observers...
  • Page 161 Conferenced calls Transferred calls...
  • Page 162 Interactions...
  • Page 164 a=”3035001234 to Sales SO”...
  • Page 165 Universal Call ID NOTE: What is UCID’s purpose?      NOTE: What does UCID look like? 01035051001071518260 How Does UCID Work?
  • Page 166 What creates UCIDs? When are UCIDs created? How are UCIDs transmitted? Table 1-43. UCID Transmission Sender Receiver Connection UCID contained in    ...
  • Page 167 How are UCIDs tracked? Station-to-Station Calls...
  • Page 168 Incoming Trunk Calls Outgoing Trunk Calls...
  • Page 169 Simple Transfer or Conference NOTE: NOTE:...
  • Page 170 Complex Conference...
  • Page 171 DEFINITY before     NOTE:   Simple call tracking         Transfers a Call  ...
  • Page 172      ...
  • Page 173 before DEFINITY     NOTE:         NOTE:        ...
  • Page 174 Interactions Before You Start Table 1-44. Requirements for UCID Applications Your system must meet Your system must have the following software the following What do you want to do? requirements… connections…...
  • Page 175 Table 1-44. Requirements for UCID Applications Your system must meet Your system must have the following software the following What do you want to do? requirements… connections… NOTE:...
  • Page 176 How to Administer Universal Call ID Task a: Check ASAI Interface before enabling UCID Table 1-45. Form Needed to Check ASAI Interface Why is this field Is field Form needed Field needed? needed? optional? ASAI Interface...
  • Page 177 Task b: Set DEFINITY ECS to create and send UCIDs Table 1-46. Forms Needed for DEFINITY to Create and Send UCID Form Why is this field Is field needed Fields needed needed? optional? Create Universal Call ID (UCID)? UCID Network Node ID must Send UCID to ASAI?
  • Page 178 Adjunct CMS Release Task c: Enable UCID Transmission on Trunk Groups Table 1-47. Enabling UCID transmission on trunk groups Form Is field needed Fields needed Why is this field needed? optional? ˜ Supplementary Service Protocol Send UCID?
  • Page 179 Considerations Troubleshooting Send UCID?
  • Page 180 VDN in a Coverage Path How to administer VICP Table 1-48. Required Forms Form Field Considerations...
  • Page 181 Interactions...
  • Page 184 a=EXT 3174 EXT 3077...
  • Page 185 VDN of Origin Announcement How to administer VOA Table 1-49. Required forms Form Field...
  • Page 186 Detailed description NOTE: NOTE:...
  • Page 187 Considerations...
  • Page 188 Interactions...
  • Page 191 Voice Response Integration...
  • Page 192 How to administer VRI Table 1-50. Required forms Form Field Detailed description...
  • Page 193 ÅÂ$ É converse-on split..collect 4 digits after announcement none route-to digits coverage y converse-on split . . . (VRU returns 1 digit) collect 1 digit after announcement none goto vector 101 if digits = 1 goto vector 102 if digits = 2 goto vector 103 if unconditionally route request converse-on split ...
  • Page 194 converse-on split 10 pri m passing none and none collect 3 digits after announcement none goto vector 23 if digits <> 234 collect 8 digits after announcement none route-to digits with coverage n Interactions...
  • Page 199 VuStats NOTE:...
  • Page 200 Oper Figure 1-4. CallMaster Terminal with VuStats Display...
  • Page 201 How to administer VuStats Table 1-51. System-Parameter Customer-Options form Form Field Table 1-52. Required forms Form Field...
  • Page 206 VUSTATS DISPLAY FORMAT Format Number: 1 Object Type: agent Next Format Number: 2 Update Interval: 30 On Change? n Data Field Character: $ Number of Intervals: Format Description: STAFF=$$ AV=$$ AUX=$$ WAIT=$$$$$ ASL=$$$ Data Type Format Period Threshold 1: split-agents-staffed 2: split-agents-available 3: split-agents-in-aux-all 4: split-oldest-call-waiting...
  • Page 208 Detailed description What information is displayed Figure 1-5. Forms that Determine What Information Appears on the VuStats Display...
  • Page 209 Data Type Period Threshold Format description...
  • Page 210 Display linking How the information looks Figure 1-6. Fields that Determine What Information Appears on the VuStats Display...
  • Page 211 When the information updates Figure 1-7. Fields that Determine When Information Updates on the VuStats Display...
  • Page 212 Tables of Data Types Table 1-53. Agent and Agent-Extension Data Types BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 213 Table 1-53. Agent and Agent-Extension Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 214 Table 1-53. Agent and Agent-Extension Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 215 Table 1-53. Agent and Agent-Extension Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 216 Table 1-53. Agent and Agent-Extension Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 217 Table 1-53. Agent and Agent-Extension Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 218 Table 1-53. Agent and Agent-Extension Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 219 Table 1-53. Agent and Agent-Extension Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 220 Table 1-54. Split Data Types BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 221 Table 1-54. Split Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 222 Table 1-54. Split Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 223 Table 1-54. Split Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 224 Table 1-54. Split Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page Table 1-55. VDN Data Types BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 225 Table 1-55. VDN Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 226 Table 1-55. VDN Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page Table 1-56. Trunk Group Data Types BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page...
  • Page 227 Table 1-56. Trunk Group Data Types — Continued BCMS Report: Field Name/Column VuStats Data Type Description Heading Continued on next page Considerations...
  • Page 228 Interactions...
  • Page 231 Call Center Forms Agent LoginID Administration Commands Action Object Qualifier...
  • Page 232 Form Instructions    ...
  • Page 233 Service Objective Call Handling Preference  NOTE:...
  • Page 234 NOTE: NOTE:  ...
  • Page 235   add agent-loginID 9011 Page 1 of AGENT LOGINID Login ID: 9011_ AAS? _ Name: _________________________ AUDIX? _ TN: 1__ LWC Reception: msa-spe COR: 1 AUDIX Name for Messaging: _______ Coverage Path: ____ Messaging Server Name for Messaging: _______ Security Code: ____ LoginID for ISDN Display? n Direct Agent Skill: ___...
  • Page 236 Implementation Notes...
  • Page 237 Best Service Routing (BSR) Application Plan NOTE: Administration Commands Action Object Qualifier ¢...
  • Page 238 Form Instructions...
  • Page 239 BEST SERVICE ROUTING APPLICATION PLAN Number: 15 Name: International Maximum Suppression Time: 60 Lock? y Location Name Switch Node Status Poll VDN Interflow VDN New Jersey 919081234015 919081234115 Denver 913031234015 913031234115 New York 12345 912121234015 2121234115 ______________ _____ _______________ _____________ ______________ _____ _______________...
  • Page 240 BCMS/VuStats Login ID NOTE: Administration Commands Action Object Qualifier Form Instructions...
  • Page 241 NOTE: change bcms/vu-stats login IDs Page 1 of x BCMS/VU-STATS LOGIN IDS Assigned Numbers: 300 of 400 Login Id Name Login Id Name 1: _________ _______________ 17: _________ _______________ 2: _________ _______________ 18: _________ _______________ 3: _________ _______________ 19: _________ _______________ 4: _________ _______________ 20: _________ _______________ 5: _________ _______________...
  • Page 242 Call Center System Parameters Page 7 of the form Page 7 of 8 CALL CENTER SYSTEM PARAMETERS Expert Agent Selection (EAS) Enabled? n Minimum Agent-LoginID Password Length: Direct Agent Announcement Extension: _____ Delay: ___ Message Waiting Lamp Indicates Status For: station VECTORING Converse First Data Delay: 0 Second Data Delay: 2...
  • Page 243 Expert Agent Selection (EAS) ASAI Expert Agent Selection (EAS) Expert Agent Selection (EAS) Enabled Vectoring (Basic) First Data Delay Second Data Delay Second Data Delay Vectoring (Basic) DTMF Signaling Tone Pause Tone/Pause...
  • Page 244 Vectoring (Prompting) Service Observing (Basic) NOTE:...
  • Page 245 Page 8 of the form Page 8 of 8 CALL CENTER SYSTEM PARAMETERS AGENT AND CALL SELECTION MIA Across Splits or Skills? n ACW Agents Considered Idle? y Call Selection Measurement: current-wait-time Service Level Supervisor Call Selection Override? y REASON CODES Aux Work Reason Code Type: none Logout Reason Code Type: none CALL MANAGEMENT SYSTEM...
  • Page 246 Reason Codes Reason Codes Expert Agent Selection (EAS) BCMS/VuStats Login IDs BCMS (Basic) VuStats BCMS Measurement Interval BCMS (Basic) VuStats...
  • Page 247 Call Vector Administration Commands Action Object Qualifier ¢...
  • Page 248 Form Instructions Page 1 of 3 CALL VECTOR Number: Name: _______________ Multimedia? n Lock? n Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n 01 ____________ 02 ____________ 03 ____________ 04 ____________...
  • Page 249 Page 3 of 3 CALL VECTOR 23 ____________ 24 ____________ 25 ____________ 26 ____________ 27 ____________ 28 ____________ 29 ____________ 30 ____________ 31 ____________ 32 ____________ Screen 2-10. Call Vector Form (Page 3 of X)   © NOTE: Vectoring (Basic)
  • Page 250 Expert Agent Selection (EAS) NOTE: Expert Agent Selection (EAS) G3V4 Enhanced CallVisor Adjunct/Switch Applications Interface (ASAI) Routing Vectoring (Prompting) Vectoring (CINFO)

  • Page 251: Administration Commands

    Reason Code Names Administration Commands Action Object Form Instructions REASON CODE NAMES Aux Work Logout Affect Agent Occupancy Reason Code 1: __________ __________ Reason Code 2: __________ __________ Reason Code 3: __________ __________ Reason Code 4: __________ __________ Reason Code 5: __________ __________ Reason Code 6: __________ __________...
  • Page 252 SIT Treatment for Call Classification Administration Commands Action Object Qualifier Form Instructions...
  • Page 253 SIT TREATMENT FOR CALL CLASSIFICATION SIT Ineffective Other: dropped SIT Intercept: answered SIT No Circuit: dropped SIT Reorder: dropped SIT Vacant Code: dropped SIT Unknown: dropped AMD Treatment: dropped Pause Duration (seconds): 0.5 Talk Duration (seconds): 2.0 Screen 2-12. SIT Treatment For Call Classification Form...
  • Page 254 Vector Directory Number Administration Commands Action Object Qualifier Form Instructions...
  • Page 255 NOTE:...
  • Page 257 Page 1 of VECTOR DIRECTORY NUMBER Extension: 50000 Name: Allow VDN Override? n COR: 59 TN: 1 Vector Number: 234 AUDIX Name: Messaging Server Name: Measured: none Acceptable Service Level (sec): VDN of Origin Annc. Extension: 301 1st Skill: 2nd Skill: 3rd Skill: Return Destination: VDN Timed ACW Interval:...
  • Page 258 Implementation Notes...
  • Page 259 Vector Routing Table Administration Commands Action Object Qualifier Form Instructions...
  • Page 260 Page 1 of 3 VECTOR ROUTING TABLE Number: ___ Name: _______________ Sort? n 1:________________ 17: ________________ 2:________________ 18: ________________ 3:________________ 19: ________________ 4:________________ 20: ________________ 5:________________ 21: ________________ 6:________________ 22: ________________ 7:________________ 23: ________________ 8:________________ 24: ________________ 9:________________ 25: ________________ 10:________________ 26: ________________ 11:________________...
  • Page 261 VuStats Display Format Administration Commands Action Object Qualifier Form Instructions...
  • Page 262 Valid Input Description...
  • Page 263 Valid Input Description NOTE: NOTE:...
  • Page 264 Minimum Valid Input Input Description Length...
  • Page 265 NOTE:...
  • Page 266 VUSTATS DISPLAY FORMAT Format Number: ___ Object Type: _______________ Next Format Number: _____ Update Interval: ___________ On Change? _ Data Field Character: _ Display Interval: ______________ Number of Intervals:__ Format Description: ________________________________________ Data Type Format Period Threshold Ref 1: ________________________________________ _______ ________ __ ___ 2: ________________________________________ _______ ________ __ ___...
  • Page 268 Page VUSTATS DISPLAY FORMATS No Next Int Object Type Update Format Description none split SPLIT=$$ WAITING=$$$ OLDEST=$$$$$ split-number calls-waiting oldest-call-waiting m:ss none agent-extension on-change AGENT=$$$$ STATE=$$$$$$$$$ TIME=$$$$$$$$ agent extension agent state time-agent-entered-state press CANCEL to quit -- press NEXT PAGE to continue Screen 2-18.
  • Page 269 Table 2-1. Required and Allowed Fields — Agent and Agent-Extension Data Types — Continued VuStats Data Type Format Period Threshold Reference Continued on next page...
  • Page 270 Table 2-1. Required and Allowed Fields — Agent and Agent-Extension Data Types — Continued VuStats Data Type Format Period Threshold Reference Continued on next page...
  • Page 271 Table 2-1. Required and Allowed Fields — Agent and Agent-Extension Data Types — Continued VuStats Data Type Format Period Threshold Reference Continued on next page Table 2-2. Required and Allowed Fields — Split Data Types VuStats Data Type Format Period Threshold Continued on next page...
  • Page 272 Table 2-2. Required and Allowed Fields — Split Data Types — Continued VuStats Data Type Format Period Threshold Continued on next page...
  • Page 273 Table 2-3. Required and Allowed Fields — VDN Data Types VuStats Data Type Format Period Threshold...
  • Page 274 Table 2-4. Required and Allowed Fields — Trunk Group Data Types VuStats Data Type Format Period Threshold...
  • Page 275 References...
  • Page 285 Glossary and Abbreviations Numerics 3B2 Message Server 800 service abandoned call Abbreviated Dialing (AD) ACD agent...
  • Page 286 access code access endpoint access tie trunk access trunk ACCUNET ACD work mode active-notification association active-notification call active notification domain ADAP adjunct adjunct-control association adjunct-controlled call...
  • Page 287 adjunct-controlled split adjunct-monitored call Adjunct-Switch Application Interface (ASAI) administer Administered Connection (AC) administration group administration terminal Administration Without Hardware (AWOH) after-call work (ACW) mode agent agent report AIOD...
  • Page 288 ALBO All trunks busy (ATB) ALM-ACK American Standard Code for Information Interchange analog analog data analog telephone analog-to-digital converter (ADC) angel ANSI answerback code APLT...
  • Page 289 appearance application applications processor application service element architecture ASAI ASCII (American Standard Code for Information Interchange) association asynchronous data transmission asynchronous data unit (ADU) asynchronous Transfer Mode (ATM) attendant...
  • Page 290 attendant console Attention dial (ATD) Audio Information Exchange (AUDIX) AUDIX auto-in trunk group Auto-In Work mode Automatic Alternate Routing (AAR) Automatic Callback (ACB) Automatic Call Distribution (ACD) Automatic Call Distribution (ACD) split Automatic calling unit (ACU) Automatic Circuit Assurance (ACA) Automatic Number Identification (ANI)
  • Page 291 automatic restoration Automatic Route Selection (ARS) automatic trunk auxiliary equipment auxiliary trunk Aux-Work mode AWOH B8ZS bandwidth barrier code...
  • Page 292 baud BCMS Bearer capability class (BCC) BHCC bit (binary digit) bits per second (bps) bit rate bridge (bridging)
  • Page 293 bridged appearance buffer business communications terminal (BCT) BX.25 bypass tie trunks byte CACR cabinet cable cable connector...
  • Page 294 call appearance call-control capabilities Call Detail Recording (CDR) Call Detail Recording utility (CDRU) Call Management System (CMS) call-reference value (CRV) call vector callback call call-waiting ringback tone call work code CAMA carrier carried load CARR-POW...
  • Page 295 CCS or hundred call seconds capability capability group CA-TSC cause value CCIS CCITT CCMS CCSA CDOS...
  • Page 296 CDRP CDRR CDRU center-stage switch (CSS) central office (CO) central office (CO) codes central office (CO) trunk CEPT1 channel channel negotiation circuit circuit pack CISPR...
  • Page 297 Class of Restriction (COR) Class of Service (COS) CMDR common-control switching arrangement (CCSA) communications system confirmation tone connectivity console contiguous control cabinet control carrier...
  • Page 298 controlled station coverage answer group coverage call coverage path coverage point covering user CPN/BN CPTR critical-reliability system CSCC CSCN...
  • Page 299 CSSO data channel data-communications equipment (DCE) data link data module data path data port data rate data service unit (DSU) data terminal...
  • Page 300 data terminal equipment (DTE) dBrnC D-channel backup delay-dial trunk denying a request designated voice terminal dial-repeating trunks...
  • Page 301 dial-repeating tie trunk digit conversion digital digital communications protocol (DCP) digital data endpoints digital multiplexed interface (DMI) digital signal level 0 (DS0) digital signal level 1 (DS1) digital terminal data module (DTDM)
  • Page 302 digital-to-analog converter (DAC) digital transmission digital trunk DIOD direct agent Direct Extension Selection (DXS) Direct Inward Dialing (DID) Direct Inward Dialing (DID) trunk disk drive distributed communications system (DCS) DIVA DLDM DNIS...
  • Page 303 domain domain-control association domain-controlled split domain-controlled station domain-controlled station on a call DOSS DS1C DS1 CONV DTDM DTGS DTMF...
  • Page 304 duplicated common control duplication duplication option DWBS E & M ear and mouth (E & M) signaling EEBCDIC ECMA...
  • Page 305 EIA-232 electronic tandem network (ETN) Electronics Industries Association (EIA) emergency transfer end-to-end signaling enhanced private-switched communications service (EPSCS) EPROM EPSCS Erlang...
  • Page 306 ESPA ETSI expansion archangel (EAA) expansion-archangel link (EAL) expansion control cabinet expansion control carrier expansion interface (EI) expansion port network (EPN) extension-in extension-out external measurements extension external call...
  • Page 307 facility facility-associated signaling (FAS) FEAC feature feature button fiber optics fixed flexible floating FNPA...
  • Page 308 foreign-exchange (FX) foreign-exchange trunk foreign numbering-plan area code (FNPAC) G3-MA G3-MT generalized route selection (GRS) glare GPTR grade of service ground-start trunk...
  • Page 309 handshaking logic hertz (Hz) high-reliability system HNPA holding time home numbering-plan area code (HNPA) host computer hunt group...
  • Page 310 I2 Interface I3 Interface ICDOS ICHT IDDD immediate-start tie trunk...
  • Page 311 INADS incoming gateway information exchange Information Systems Network (ISN) inside call Integrated Services Digital Network (ISDN) Integrated Services Digital Network Basic Rate Interface (ISDN-BRI) Integrated Services Digital Network Primary Rate Interface (ISDN-PRI) intercept tone interface internal call...
  • Page 312 International Telecommunications Union (ITU) International Telegraph and Telephone Consultative Committee interflow intraflow internal measurements in-use lamp INWATS ISDN ISDN Gateway (IG) ISDN trunk ISDN-PRI terminal adapter IS/DTT...
  • Page 313 kbps kbyte LAP-D LAPD LATA...
  • Page 314 light-emitting diode (LED) lightwave transceiver line line appearance line buildout line port link link-access procedure on the D-channel (LAPD) LINL local area network (LAN) logical link loop-start trunk...
  • Page 315 MADU main distribution frame (MDF) main-satellite-tributary maintenance management terminal major alarm Manual-In work mode MAPD MA-UUI Mbps M-Bus Mbyte...
  • Page 316 memory memory shadowing link message center message center agent minor alarm...
  • Page 317 MIPS MISCID MMCS MMCH modem modem pooling modular processor data module (MPDM) modular trunk data module (MTDM) modulator-demodulator monitored call MPDM...
  • Page 318 MS/T MSSNET MTDM multiappearance voice terminal Multicarrier cabinet Multifrequency Compelled (MFC) Release 2 (R2) signaling multiplexer multiplexing multirate...
  • Page 319 N x DS0 NANP narrowband native terminal support NCA/TSC NCOSS NCSO NEMA NETCON network network-specific facility (NSF)
  • Page 320 network interface NFAS node Nonfacility-associated signaling (NFAS) null modem cable...
  • Page 321 occurrence offered load OSHA OSSI OTDR othersplit outgoing gateway...
  • Page 322 PACCON packet packet bus packet switching paging trunk party/extension active on call PCOL PCOLG...
  • Page 323 personal computer (PC) PGATE pickup group PIDB PKTINT port port carrier...
  • Page 324 port network (PN) port-network connectivity primary extension Primary Rate Interface (PRI) PRI endpoint (PE) principal principal (user) private network private network office code (RNX) PROCR processor carrier processor data module (PDM)
  • Page 325 processor port network (PPN) processor port network (PPN) control carrier Property Management System (PMS) protocol PSDN public network pulse-code modulation (PCM) QPPCN quadrant queue queuing...
  • Page 326 random-access memory (RAM) read-only memory (ROM) recall dial tone redirection criteria Redirection on No Answer remote home numbering-plan area code (RHNPA) Remote Operations Service Element (ROSE) reorder tone report scheduler...
  • Page 327 RHNPA RINL RISC RMATS RS-232C RS-449 ROSE SABM SAKI...
  • Page 328 sanity and control interface (SAKI) SCOTCH SCSI SDDN SDLC SFRL simplex system simulated bridged appearance single-carrier cabinet single-line voice terminal...
  • Page 329 small computer system interface (SCSI) SMDR SNMP software SPID split split condition split number split report split (agent) status report...
  • Page 330 staffed STARLAN Station Message Detail Recording (SMDR) standard serial interface (SSI) status lamp stroke counts switch switchhook switch-node (SN) carrier switch-node (SN) clock switch-node interface (SNI) switch-node link (SNL) switch-processing element (SPE)
  • Page 331 synchronous data transmission SYSAM system administrator system printer system report system-status report system manager system reload TAAS TABS tandem switch tandem through...
  • Page 332 tandem tie-trunk network (TTTN) terminal tie trunk time-division multiplex (TDM) bus time-division multiplexing (TDM) time interval time slice time slot time slot sequence integrity to control to monitor...
  • Page 333 tone ringer trunk trunk allocation trunk-data module trunk group TTTN UART...
  • Page 334 Uniform Dial Plan (UDP) UNMA USOP UUCP vector directory number (VDN) vector-controlled split VLSI voice terminal...
  • Page 335 WATS WCTD Wide Area Telecommunications Service (WATS) wideband wideband access endpoint wink-start tie trunk work mode work state write operation...
  • Page 337 Index Numerics...

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