Table Of Contents - Avaya DEFINITY Guide Manual

Table of Contents

Contents7
Overview9
Conventions Used In This Document12
Trademarks And Service Marks13
Call Center15
Abandoned Call Search17
Add/Remove Skills19
How To Administer Add/Remove Skills19
Required Forms19
Agent Call Handling20
Interactions20
How To Administer Agent Call Handling21
Detailed Description22
Agent Login And Logout22
Login23
Logout23
Agent Answering Options24
Automatic Answer24
Acd Work Modes24
Manual Answer24
Auxiliary Work Mode25
Auto-In Mode25
Manual-In Mode25
After Call Work Mode25
Timed After Call Work26
Agent Request For Supervisor Assistance26
Timed Acw And Vdn26
Cancelling Timed Acw26
Stroke Counts27
Call Work Codes28
Forced Entry Of Stroke Counts And Call Work Codes28
Expanded Technical Information29
Agent Capacity And Related Limits29
Release Button31
Timed Acw31
Nonvector-Controlled Splits31
Agents Logged Into Multiple Splits32
Agents With Automatic Answer32
Callmaster Terminals32
Agents Assigned To Hunt-Group And Acd Calls32
Auto-Available Split35
How To Administer Aas35
Automatic Call Distribution37
Typical Acd Arrangement38
How To Administer Acd39
Direct Department Calling40
Uniform Call Distribution40
Comparison Of Agent Selection Methods41
Expert Agent Distribution41
Agent Selection Methods42
Queuing And Announcements42
First Announcement43
Forced First Announcement43
Second Announcement44
Forced Disconnect45
Announcement Rules45
Entering The Queue45
Direct Agent Calling46
Priority Queuing46
Queue Status Indications46
Maximum Number Of Agents47
Mia Across Splits/Skills47
Storing And Retrieving Messages48
Class Of Restriction48
Trunk Groups And Acd Splits49
Agent Considerations49
Vector-Controlled Splits49
Changing Hunt Groups From Acd To Non-Acd50
Basic Call Management System53
How To Administer Bcms54
Best Service Routing56
System Capacity56
Benefits Of Best Service Routing57
Before You Start58
Switch Requirements59
Requirements To Use Best Service Routing59
Network Requirements60
How To Administer Best Service Routing61
Single-Site Bsr61
Multi-Site Bsr62
Required Forms For Administering Multi-Site Bsr62
Call Surplus Situations63
Agent Surplus Situations63
Bsr Available Agent Strategies64
Vector Commands For Single-Site Bsr65
Vector Commands For Multi-Site Bsr67
Call Management System72
How To Administer The Definity/Cms Interface72
Call Prompting73
How To Administer Call Prompting74
Call Vectoring76
How To Administer Call Vectoring76
Centrevu Advocate84
How To Administer Centrevu Advocate85
Expert Agent Selection92
How To Administer Eas92
How To Administer Direct Agent Announcement93
Detailed Administration For Eas94
Vdn Administration94
Vector Administration94
Agent Administration95
Agent Selection Method95
Call Handling Preference Administration95
Call Handling Preference Call Distribution96
Additional Agent Login Id Capabilities96
Inbound Call Management101
How To Administer Icm102
Applications103
Agent Data Screen Delivery Applications104
Integration With Speech Processing Adjuncts105
Simplified Icm Configuration For Speech Processor Integration106
Host/Adjunct Call Routing107
Information Forwarding108
User-To-User Information Transport109
Support Of New Features109
Administering User-To-User Information Transport110
Forms Needed To Administer Information Transport111
Determining User Information Needs113
Troubleshooting114
Intraflow And Interflow115
How To Administer Intraflow And Interflow116
Look-Ahead Interflow118
How To Administer Look-Ahead Interflow119
Multiple Call Handling124
How To Administer Mch124
Mch Settings125
On Request125
One Forced125
One Per Skill126
Many Forced126
Mch Example127
Mch Call Delivery Example127
How To Administer Queue Status Indications130
Reason Codes132
How To Administer Reason Codes132
Forced Reason Codes133
Requested Reason Codes133
Entering Aux Work Mode133
Logging Out133
Default Code134
Redirection On No Answer136
How To Administer Rona136
Application Examples137
Vru Applications137
Call Vector138
Other Applications138
Rona Routing Sequences139
Rona Routing Sequence For Direct Agent Calls139
Rona Routing Sequence For Split/Skill Calls139
Using Bcms/Cms Reports With Rona140
Returning Aas Agents To Service140
Rona/Asai Events143
Interactions With Other Ringing Call Timers148
Rona/Timer Interaction149
Service Observing150
How To Administer Service Observing150
Observing Logical-Agent Ids152
Observing Vdns152
Observing Remotely Or By Fac153
Service Observing Indicators154
General Indications To Observer154
Feedback When Activation Denied155
General Security158
Vdn-Call Security158
Vector-Initiated Security159
Remote-Access Security159
Conferenced Calls161
Transferred Calls161
Universal Call Id165
What Is Ucid's Purpose?165
What Does Ucid Look Like?165
How Does Ucid Work?165
What Creates Ucids?166
When Are Ucids Created?166
How Are Ucids Transmitted?166
Ucid Transmission166
How Are Ucids Tracked?167
Station-To-Station Calls167
Incoming Trunk Calls168
Outgoing Trunk Calls168
Simple Transfer Or Conference169
Complex Conference170
Simple Call Tracking171
Requirements For Ucid Applications175
How To Administer Universal Call Id176
Enabling Ucid Transmission On Trunk Groups178
Vdn In A Coverage Path180
How To Administer Vicp180
Vdn Of Origin Announcement185
How To Administer Voa185
Voice Response Integration191
How To Administer Vri192
Callmaster Terminal With Vustats Display200
How To Administer Vustats201
System-Parameter Customer-Options Form201
What Information Is Displayed208
Data Type209
Period209
Threshold209
Format Description209
How The Information Looks210
Display Linking210
When The Information Updates211
Tables Of Data Types212
Agent And Agent-Extension Data Types212
Call Center Forms231
Agent Loginid231
Administration Commands231
Form Instructions232
Implementation Notes236
Best Service Routing (Bsr) Application Plan237
Bcms/Vustats Login Id240
Call Center System Parameters242
Reason Code Names251
Sit Treatment For Call Classification252
Vector Directory Number254
Vector Routing Table259
Vustats Display Format261
List Vustats Display Format Screen267
Tables Of Required And Allowed Fields268
Glossary And Abbreviations285
Index337