Avaya DEFINITY 7 Manuals

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Avaya DEFINITY 7 Manual (355 pages)

Enterprise Communications Server - Guide to ACD Call Centers

Brand: Avaya | Category: Server | Size: 1 MB

Contents
7
Overview
9
Conventions Used in this Document
12
Trademarks and Service Marks
13
Call Center
15
Abandoned Call Search
17
Add/Remove Skills
19
How to Administer Add/Remove Skills
19
Required Forms
19
Agent Call Handling
20
Interactions
20
How to Administer Agent Call Handling
21
Detailed Description
22
Agent Login and Logout
22
Login
23
Logout
23
Agent Answering Options
24
Automatic Answer
24
ACD Work Modes
24
Manual Answer
24
Auxiliary Work Mode
25
Auto-In Mode
25
Manual-In Mode
25
After Call Work Mode
25
Timed after Call Work
26
Agent Request for Supervisor Assistance
26
Timed ACW and VDN
26
Cancelling Timed ACW
26
Stroke Counts
27
Call Work Codes
28
Forced Entry of Stroke Counts and Call Work Codes
28
Expanded Technical Information
29
Agent Capacity and Related Limits
29
Release Button
31
Timed ACW
31
Nonvector-Controlled Splits
31
Agents Logged into Multiple Splits
32
Agents with Automatic Answer
32
CALLMASTER Terminals
32
Agents Assigned to Hunt-Group and ACD Calls
32
Auto-Available Split
35
How to Administer AAS
35
Automatic Call Distribution
37
Typical ACD Arrangement
38
How to Administer ACD
39
Direct Department Calling
40
Uniform Call Distribution
40
Detailed Description
40
Comparison of Agent Selection Methods
41
Expert Agent Distribution
41
Agent Selection Methods
42
Queuing and Announcements
42
First Announcement
43
Forced First Announcement
43
Second Announcement
44
Forced Disconnect
45
Announcement Rules
45
Entering the Queue
45
Direct Agent Calling
46
Priority Queuing
46
Queue Status Indications
46
Maximum Number of Agents
47
MIA Across Splits/Skills
47
Storing and Retrieving Messages
48
Class of Restriction
48
Trunk Groups and ACD Splits
49
Agent Considerations
49
Vector-Controlled Splits
49
Changing Hunt Groups from ACD to Non-ACD
50
Basic Call Management System
53
How to Administer BCMS
54
Best Service Routing
56
System Capacity
56
Benefits of Best Service Routing
57
Before You Start
58
Switch Requirements
59
Requirements to Use Best Service Routing
59
Network Requirements
60
How to Administer Best Service Routing
61
Single-Site BSR
61
Multi-Site BSR
62
Required Forms for Administering Multi-Site BSR
62
Call Surplus Situations
63
Agent Surplus Situations
63
BSR Available Agent Strategies
64
Vector Commands for Single-Site BSR
65
Vector Commands for Multi-Site BSR
67
Call Management System
72
How to Administer the DEFINITY/CMS Interface
72
Call Prompting
73
How to Administer Call Prompting
74
Call Vectoring
76
How to Administer Call Vectoring
76
Centrevu Advocate
84
How to Administer Centrevu Advocate
85
Expert Agent Selection
92
How to Administer EAS
92
How to Administer Direct Agent Announcement
93
Detailed Administration for EAS
94
VDN Administration
94
Vector Administration
94
Agent Administration
95
Agent Selection Method
95
Call Handling Preference Administration
95
Call Handling Preference Call Distribution
96
Additional Agent Login ID Capabilities
96
Inbound Call Management
101
How to Administer ICM
102
Applications
103
Agent Data Screen Delivery Applications
104
Integration with Speech Processing Adjuncts
105
Simplified ICM Configuration for Speech Processor Integration
106
Host/Adjunct Call Routing
107
Information Forwarding
108
User-To-User Information Transport
109
Support of New Features
109
Administering User-To-User Information Transport
110
Forms Needed to Administer Information Transport
111
Determining User Information Needs
113
Troubleshooting
114
Intraflow and Interflow
115
How to Administer Intraflow and Interflow
116
Look-Ahead Interflow
118
How to Administer Look-Ahead Interflow
119
Multiple Call Handling
124
How to Administer MCH
124
MCH Settings
125
On Request
125
One Forced
125
One Per Skill
126
Many Forced
126
MCH Example
127
MCH Call Delivery Example
127
How to Administer Queue Status Indications
130
Reason Codes
132
How to Administer Reason Codes
132
Forced Reason Codes
133
Requested Reason Codes
133
Entering aux Work Mode
133
Logging out
133
Default Code
134
Redirection on no Answer
136
How to Administer RONA
136
Application Examples
137
VRU Applications
137
Call Vector
138
Other Applications
138
RONA Routing Sequences
139
RONA Routing Sequence for Direct Agent Calls
139
RONA Routing Sequence for Split/Skill Calls
139
Using BCMS/CMS Reports with RONA
140
Returning AAS Agents to Service
140
RONA/ASAI Events
143
Interactions with Other Ringing Call Timers
148
Rona/Timer Interaction
149
Service Observing
150
How to Administer Service Observing
150
Observing Logical-Agent Ids
152
Observing Vdns
152
Observing Remotely or by FAC
153
Service Observing Indicators
154
General Indications to Observer
154
Feedback When Activation Denied
155
General Security
158
VDN-Call Security
158
Vector-Initiated Security
159
Remote-Access Security
159
Conferenced Calls
161
Transferred Calls
161
Universal Call ID
165
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 Transmission
166
How Are Ucids Tracked?
167
Station-To-Station Calls
167
Incoming Trunk Calls
168
Outgoing Trunk Calls
168
Simple Transfer or Conference
169
Complex Conference
170
Simple Call Tracking
171
Requirements for UCID Applications
175
How to Administer Universal Call ID
176
Enabling UCID Transmission on Trunk Groups
178
VDN in a Coverage Path
180
How to Administer VICP
180
VDN of Origin Announcement
185
How to Administer VOA
185
Voice Response Integration
191
How to Administer VRI
192
Callmaster Terminal with Vustats Display
200
How to Administer Vustats
201
System-Parameter Customer-Options Form
201
What Information Is Displayed
208
Data Type
209
Period
209
Threshold
209
Format Description
209
How the Information Looks
210
Display Linking
210
When the Information Updates
211
Tables of Data Types
212
Agent and Agent-Extension Data Types
212
Call Center Forms
231
Agent Loginid
231
Administration Commands
231
Form Instructions
232
Implementation Notes
236
Best Service Routing (BSR) Application Plan
237
Bcms/Vustats Login ID
240
Call Center System Parameters
242
Call Vector
247
Reason Code Names
251
Administration Commands
251
SIT Treatment for Call Classification
252
Vector Directory Number
254
Vector Routing Table
259
Vustats Display Format
261
List Vustats Display Format Screen
267
Tables of Required and Allowed Fields
268
Glossary and Abbreviations
285
Index
337

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