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ACD contact center features

150 Communication Manager Guide to ACD Call Centers

Agent administration

Assign skills to each agent. In addition, assign a skill level to each skill for the agent. When
a vector routes incoming calls to a skill, the call is delivered to an available agent with the
skill assigned. If no agents are available, the call is queued until it can be answered by an
agent who has the skill required to handle the call.

Agent selection

The administered agent selection method and Call Handling Preference determine which
agent will receive an incoming call.

Agent selection method

EAS can use either Uniform Call Distribution (UCD) or Expert Agent Distribution (EAD) to
select agents for calls. Both methods can use the Most-Idle Agent (MIA) or the Least
Occupied Agent (LOA) algorithm to select agents. For more information on agent selection
methods, see

Automatic Call Distribution

on page 77.

Call handling preference administration

The call handling preference selected on the Agent Login ID form can route calls based on
either greatest need or agent skill level. The following table summarizes how a call is
routed based on greatest need or agent skill level administration with either UCD or EAD
distribution..

EAD Call handling preference call distribution

If:

EAD/UCD with Skill Level

EAD/UCD with Greatest
Need

Agents are available. When a
new call arrives it is delivered
to:

EAD - Most-idle agent with the
highest skill level for the calls’
skill.

UCD - Most-idle agent with
the call’s skill.

EAD - Most-idle agent with the
highest skill level for the call’s
skill.

UCD - Most-idle agent with
the call’s skill.

Agents are not available, calls
are in queue. When an agent
becomes available, he or she
receives:

EAD - Highest priority oldest
call waiting for agent’s highest
level skill with calls in queue.

UCD - Highest priority oldest
call waiting for the agent’s
highest level skill with calls in
queue.

EAD - Highest priority oldest
call waiting for any of the
agent’s skills.

UCD - Highest priority oldest
call waiting for any of the
agent’s skills.

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Summary of Contents for Communication Manager Contact Center

Page 1: ...Avaya Communication Manager Contact Center Guide to ACD Contact Centers Release 1 3 555 233 516 Issue 1 0 May 2003...

Page 2: ...ware based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment you and your peers should careful...

Page 3: ...bearing the CE Conformit Europe nne mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive 1999 5 EC including the Electromagnetic Compatibility Directive 89 33...

Page 4: ......

Page 5: ...24 DID processing example 24 What the ACD does 25 Things to know before you start 25 Automatic in processing of ACD calls 25 DID processing of ACD calls 26 Split queues 26 Split queue call processing...

Page 6: ...call search 55 Administering abandoned call search 55 Considerations 56 Add Remove Skills Category A only 57 Administering Add Remove Skills 57 Considerations 58 Interactions 58 Agent Call Handling 5...

Page 7: ...CMS interface 121 CMS measurements 121 IP Trunk Groups and ATM Trunk Groups 121 CMS representation of IP trunk member port ids 121 Display of physical non IP member port IDs on Avaya CMS and CMS Supe...

Page 8: ...d Connect 191 Detailed description 191 Network Call Transfer 192 Network Call Deflection 192 Information Forwarding support for AT T In band Transfer and Connect 193 Considerations 194 Interactions 19...

Page 9: ...nteractions 259 Voice Response Integration Category A only 262 Administering VRI 263 Detailed description 263 Interactions 265 VuStats Category A only 271 Administering VuStats 272 Detailed descriptio...

Page 10: ...only 310 Administration commands 310 Reason Code Names Category A only form instructions 310 Reason Code Names field descriptions 310 SIT Treatment for Call Classification Category A only 311 SIT Tre...

Page 11: ...et Time Servers 365 SNTP on switch platforms that support direct synchronization 365 SNTP on platforms that synchronize through an Avaya Site Administration client PC 366 Setting up ACD offset times f...

Page 12: ...Contents 12 Communication Manager Guide to ACD Call Centers Appendix B Administering VRUs IVRs as station ports 383 Glossary 385 Index 435...

Page 13: ...nager ACD It provides an introduction to each contact center feature and presents required forms for administration detailed descriptions considerations and interactions between contact center feature...

Page 14: ...m Related documents The following documents may include information related to the ACD feature Administration documents The primary audience for these documents consists of communication server admini...

Page 15: ...uments are issued for Avaya contact center applications The intended audience is contact center administrators Avaya Communication Manager Contact Center Call Vectoring and EAS Guide 555 233 517 Provi...

Page 16: ...ee your Avaya representative for more information Avaya Centers of Excellence Asia Pacific 65 872 8686 Western Europe Middle East South Africa 441 252 391 889 Central Eastern Europe 361 270 5160 Centr...

Page 17: ...intraflow and interflow and night service for the ECS and Generic 3 Distributing and Handling Calls describes how calls are distributed to agents and how agents handle the calls It also defines the s...

Page 18: ...estinations These announcements can be scheduled to occur periodically CAS Centralized Attendant Service CAS is a system feature used when more than one communication server is employed CAS is an atte...

Page 19: ...of the 800 number service that sends the dialed digits to the called destination This can be used with a display telephone to indicate the type of call to an agent For example the call by its destina...

Page 20: ...ich calls are taken first QDN Queue Directory Number QDN is an associated extension number of a split It is not normally dialed to reach a split The split can be accessed by dialing the QDN The QDN is...

Page 21: ...the number of calls in queue or the time calls spend in queue determines specific call treatments or you can set the number of rings prior to announcements or call answers Trunk Trunk Group Trunks are...

Page 22: ...o a company or organization s communication server Trunks trunk groups and extensions Incoming calls to a company first pass through the CO The CO sends calls to the company communication server over...

Page 23: ...an announcement Communication server attendant Incoming calls can also go to a communication server attendant A communication server attendant is a person who manually routes calls to their proper des...

Page 24: ...000 and the extension number 1000 Employee B has the phone number 538 9999 and the extension number 9999 The steps in completing calls to Employees A and B might be as follows 1 Employee A s client di...

Page 25: ...s ACD calls is called an agent Companies that operate high volume call answering centers for example a catalogue sales center a reservations center or a customer service center use the ACD feature to...

Page 26: ...processing on page 26 Announcements for calls in a split queue on page 27 Answer supervision and abandoned calls on page 29 Intraflow and interflow on page 30 Night Service on page 32 Split queue cal...

Page 27: ...ered queue limit is reached receive a busy signal or go to the split s busy coverage if administered If the split is vector controlled then this step will fail Or calls can be redirected to a local or...

Page 28: ...onnects to an agent connects to an announcement or enters the announcement queue The following rules apply to announcements without vectoring implemented Calls directly entering a split queue always r...

Page 29: ...one to music or to an announcement Abandoned calls An abandoned call is a call that reaches a contact center but does not connect to an agent because the caller hangs up A call can abandon while in qu...

Page 30: ...ng AUDIX and Message Center splits or Hunt Group The term Hunt Group refers to groups of extensions that receive distributed calls The term split refers to a hunt group that is measured by CMS An atte...

Page 31: ...lowing types of intraflow interflow can be used for a split Don t Answer Time Interval intraflow using the Call Coverage feature Busy intraflow using the Call Coverage feature Unconditional intraflow...

Page 32: ...ation server administration Console permissions and the Call Forwarding dial access code are also assigned through communication server administration Unconditional intraflow or interflow can be activ...

Page 33: ...an both be active at the same time If the Trunk Group Night Service is active its destination will be used for calls that come in over the trunk group even if they go to a split that has a Hunt Group...

Page 34: ...AS Without EAS the following call distribution methods are available Direct Department Calling Uniform Call Distribution Most Idle Agent UCD MIA Note Note The following descriptions of ACD call distri...

Page 35: ...plit unless the MIA across splits skills option is turned on Agents in ACW are in eligible agent queues on Generic 3 communication servers You can choose whether these agents are or are not in the eli...

Page 36: ...UCD LOA Expert Agent Distribution Least Occupied Agent EAD LOA The following table summarizes the different call distribution methods which are further defined in the sections below UCD MIA UCD MIA wo...

Page 37: ...7 for more information about EAS Call Distribution UCD LOA When the UCD LOA call distribution method is in use the communication server delivers the call to the least occupied agent without regard to...

Page 38: ...e assigned through communication server administration The split number may also be assigned to the LOGIN button or to another telephone button Staffing multiple splits An agent can log in from any ex...

Page 39: ...caller Auto In versus Manual In AUTO IN Like the MANUAL IN button the AUTO IN button tells the ACD that the agent is available for an ACD call However when the call ends the agent is immediately avail...

Page 40: ...agent presses the AUXWORK button for a particular split the agent will not receive calls from that split However the agent will still be available for calls from the other splits the agent is logged i...

Page 41: ...MS does not recognize the current state Unknown remains until the condition is cleared and or the agent completes the current ACD call and any current ACW or a current agent state message is sent to C...

Page 42: ...dials the split supervisor s extension and connects the agent to the supervisor Pressing the ASSIST button automatically puts the current call on hold AUDIO TROUBLE Agents press this button to report...

Page 43: ...SKILL With EAS logged in agents or telephone users with console permissions can press this button to remove a skill STROKE COUNT As many as nine STROKE COUNT buttons can be assigned Agents press these...

Page 44: ...T The lamp associated with the OQT Oldest Queued Time button tells the agent that calls are in queue and when the oldest call in queue has been waiting longer than the assigned wait time threshold 0 t...

Page 45: ...heck an agent s call handling technique An agent s telephone may also be assigned the SERVICE OBSERVE button so that the agent can listen to another agent s conversations This capability is especially...

Page 46: ...ed ACD will report on measured VDNs and Vectors CMS provides call management performance recording and reporting It can also be used to perform some ACD administration CMS is used by customers to dete...

Page 47: ...measured by virtue of their assignment to measured splits Trunks are measured by virtue of their assignment to measured trunk groups The number of measured splits cannot be changed using the CMS ACD...

Page 48: ...ntil the agent puts the current call on hold or releases it With Multiple Call Handling an agent can put a call on hold and press the MANUAL IN or AUTO IN button to receive another ACD call When multi...

Page 49: ...l Vectoring feature intraflow and interflow work differently and CMS data related to intraflow and interflow are recorded differently Redirection on No Answer RONA When a ringing call times out and is...

Page 50: ...ation server that the move is pending but PENDINGSPLIT will not be set Expanded agent capabilities Category A only Expanded Agent Capabilities allow EAS agents to have up to 20 skills assigned Each sk...

Page 51: ...call in a call surplus calls queued situation for the application The waiting time is calculated using the Expected Wait Time EWT predictor and can be adjusted by the user In an agents available situa...

Page 52: ...Automatic Call Distribution ACD basics 52 Communication Manager Guide to ACD Call Centers...

Page 53: ...tegory A only on page 57 Agent Call Handling on page 59 Auto Available Split Skill on page 74 Automatic Call Distribution on page 77 Basic Call Management System on page 91 Best Service Routing Catego...

Page 54: ...gory A only on page 262 VuStats Category A only on page 271 Related feature or form Refer to the Administrator Guide for Avaya Communication Manager 555 233 506 for more information about the followin...

Page 55: ...onnected to the ground start trunk at the CO To do this the system flashes that is opens the tip ring loop for 150 to 200 ms the CO end of the trunk If the calling party is still connected the CO does...

Page 56: ...ding the call Even with Abandoned Call Search or disconnect supervision there is a small probability that a call will be extended to the destination hunt group after the caller has hung up Abandoned C...

Page 57: ...move an agent s skill If a supervisor adds or removes a skill for an agent the agent receives a change notification To determine if they need to add or remove a skill agents and supervisors can use Qu...

Page 58: ...n ID BCMS BCMS begins tracking a new skill as soon as it is added When an agent removes a skill the real time agent information specific to that skill is removed from the real time reports but it stil...

Page 59: ...y of stroke counts and call work codes Agent capacity and related limits on page 67 describes agent capacity planning Note Note All of these agent capabilities are also supported through the CallVisor...

Page 60: ...47 for more information on EAS Station multi appearance Button Feature Button Assignments manual in auto in aux work after call assist release work code stroke cnt Active Station Ringing DCP Hybrid Id...

Page 61: ...skill number for a split skill that he or she is already logged into Logout The agent should log out when he or she leaves for an extended period of time and is unavailable for ACD calls If the split...

Page 62: ...ceives direct extension calls he or she should always activate Call Forwarding or Send All Calls when leaving temporarily or for an extended period so that calls do not terminate to an unstaffed stati...

Page 63: ...n vector controlled splits skills can go into AUX Work mode even if they are the last agent and calls are queued to that split skill Auto In mode In Auto In mode the agent automatically becomes availa...

Page 64: ...ACW Cancelling Timed ACW Timed ACW is cancelled under the following conditions Agent activates Auto In or Manual In mode When an agent activates Auto In or Manual In mode during Timed ACW the agent be...

Page 65: ...he Assist call does not follow the supervisor s coverage path Stroke counts Stroke counts allow you to record in CMS the number of times that a particular customer related event occurs For example age...

Page 66: ...dication before entering the call work code or the caller hears the touch tone digits being dialed 3 Agent enters up to 16 digits on the dial pad The agent can press to erase digits 4 The agent presse...

Page 67: ...as a single agent independent of the number of splits skills logged in to for the Logged in ACD agents limit AAS and non AAS agents are counted towards this limit whether they are BCMS CMS measured or...

Page 68: ...agent Hunt Group members per group Count of non ACD or ACD members within a split skill Counting is done as above for maximum Hunt Group members Additional traditional ACD non EAS agents limits Maximu...

Page 69: ...ACW buttons do not assign these buttons to the agents phones Timed ACW cannot be assigned to AAS adjunct controlled AUDIX Remote AUDIX or Message Center splits skills In addition VDN Timed ACW does n...

Page 70: ...be off hook handset lifted or speakerphone turned on all the time for the agent to hear zip tone If automatic answer is assigned for all calls when a non ACD call arrives non ACD Auto Answer agents he...

Page 71: ...r split skill Call Forwarding If an ACD call routes to an agent after being call forwarded to a VDN Timed ACW applies as administered for the VDN or split skill Call Pickup When an ACD agent answers a...

Page 72: ...by Timed ACW the agent is not placed in ACW If no MCH calls are on hold but one is alerting at the station when the Timed ACW call completes the agent is placed in ACW MCH affects when agents can ent...

Page 73: ...ector command any VDN Timed ACW associated with the call is ignored for agents in the converse split skill However if the converse split skill has an administered Timed ACW interval the answering agen...

Page 74: ...ield is set to y on the System Parameters Customer Options screen If this field is not set to y contact your Avaya Services representative Verify that the ACD field form is set to y on the Hunt Group...

Page 75: ...a restart AUDIX is incompatible with AAS because it uses BX 25 messages to automatically activate its ACD agent ports after a PBX restart Because AAS is intended for nonhuman agents do not administer...

Page 76: ...ects on analog sets Because agents are not placed immediately in Auto In work mode they may place personal or emergency calls rather than answering ACD calls that may be in queue CMS For each agent AA...

Page 77: ...t agents can be logged into only one split if that split is administered for Multiple Call Handling MCH You can assign a supervisor to each split skill The split skill supervisor can listen in on agen...

Page 78: ...0 agents 8 Split 2 Personal Travel 8 agents 9 Split 3 Group Travel 5 agents 10 Split 4 General Information 15 agents 11 Queues 12 Announcement 1 13 Announcement 2 14 Intraflow Call Coverage 15 Split 2...

Page 79: ...ed forms ACD feature Form Field Trunk Groups CO FX Tie WATS Incoming Destination Class of Restriction Can Be Service Observer optional Can Be Service Observed optional Attendant Console Headset Auto A...

Page 80: ...er hears ringback from the CO and the system continues trying to place the call in the queue You can assign two announcements to each split skill and administer a second announcement to repeat When an...

Page 81: ...agent If the announcement is not busy but is still unavailable the second announcement delay interval begins and the system attempts to connect the call to the second announcement If there is no first...

Page 82: ...the caller hears ringing only if the first announcement has not been heard and the second announcement delay interval is reset The system tries to access the announcement again when the interval expi...

Page 83: ...signed the system tries to connect an incoming call to an available agent If an agent is available the call is connected to the agent If all agents are active either on an ACD call or in ACW mode the...

Page 84: ...lVisor Adjunct Switch Application Interface ASAI or EAS Both originating and called party Class of Restrictions CORs must be set to allow Direct Agent Dialing See Expert Agent Selection Category A onl...

Page 85: ...enerally direct agent calls are queued and served in first in first out order before other calls including priority calls However if you administer a skill level for Call Handling Preference direct ag...

Page 86: ...nt for the call On page 3 of the Hunt Group form you administer messaging for the Direct Agent hunt group That s all Next you need to assign this hunt group to agents who need to receive Direct Agent...

Page 87: ...d proper authorization You can also assign a remote Automatic Message Waiting lamp to an agent telephone to indicate when a message has been stored for the split skill Class of Restriction Each ACD sp...

Page 88: ...rances are idle The agent may however receive non ACD calls while active on an ACD call Vector controlled splits skills You can enhance ACD by using Call Prompting Call Vectoring and Expert Agent Sele...

Page 89: ...an ACD split skill and redirects via Call Coverage directly to an announcement the call is dropped after the announcement Calls to a split skill that are directed to an agent do not follow the agent...

Page 90: ...ve dial intercom calls Hold If an agent puts an ACD call on hold information is reported to the CMS via Personal Call Tracking CMS records the amount of time the agent actually talks on the call Indiv...

Page 91: ...skill are shown on the phone display Basic Call Management System Basic Call Management System BCMS provides real time and historical reports to assist you in managing agents ACD splits skills hunt gr...

Page 92: ...agement System BCMS Operations 555 230 706 Required forms BCMS feature Form Field System Parameters Customer Options Enable the following options ACD BCMS Basic BCMS Service Level VuStats Agent LoginI...

Page 93: ...measured by BCMS to a split skill that is not measured by BCMS via CMS Supervisor then internal measurements for the agent stop Night Service When night service is activated for a split skill new cal...

Page 94: ...mmarized in this chapter For complete information on how to get the most from BSR see Best Service Routing in the Avaya Communication Manager Contact Center Call Vectoring and EAS Guide 555 233 517 Be...

Page 95: ...on Increased operating flexibility easier staffing and scheduling Larger pool of agents available to take calls in a split skill Spikes in call volume at a single contact center can be distributed acr...

Page 96: ...ory Resident G3V6i 03 G3V6r 03 or higher System Parameters Customer Options1 1 G3 Version V6 or higher 2 ISDN BRI Trunks Y ISDN PRI Trunks2 Y 3 Vectoring G3V4 Advanced Routing Y Vectoring Best Service...

Page 97: ...igured for either QSIG transport via MSI packaged in a codeset 0 Facility IE or non QSIG transport via a codeset 0 UUI IE Currently public networks do not support QSIG and user data can only be transp...

Page 98: ...uting Feature Related System Parameters Adjunct CMS Release ISDN Numbering Public Unknown Ext Len Ext Code CPN Prefix VDN BSR Available Agent Strategy Call Vector Complete a form for each vector that...

Page 99: ...and collected digits with interflowed calls also see Administering User to User Information transport on page 163 for instructions VDN BSR Application BSR Available Agent Strategy Call Vector Complete...

Page 100: ...pport D Channel signalling Note Note BSR polling over IP without B channel uses non call associated TSCs Administering BSR polling over IP without B channel includes the following topics Prerequisites...

Page 101: ...stration forms for BSR polling over IP without B channel The forms that you must administer to enable BSR polling over IP without B channel are described in the following sections Pattern form on page...

Page 102: ...the signaling group number to display the Signaling Group form Verify that your administration settings comply with the following requirements You must specify the TSC related fields in the upper righ...

Page 103: ...must be configured for BSR polling over IP without B channel are shown below display signaling group 32 SIGNALING GROUP Group Number 32 Group Type h 323 Remote Office n Max number of NCA TSC 10 Max n...

Page 104: ...y Group Name OUTSIDE CALL COR 1 TN 1 TAC 732 Direction two way Outgoing Display n Carrier Medium IP Dial Access y Busy Threshold 255 Night Service Queue Length 0 Service Type tie Auth Code n TestCall...

Page 105: ...play trunk group 32 Page 2 of 22 TRUNK FEATURES ACA Assignment n Measured none Wideband Support n Internal Alert n Maintenance Tests y Data Restriction n NCA TSC Trunk Member 1 Send Name y Send Callin...

Page 106: ...location vector step routes a call over the IP trunk group with QSIG signalling the following is true A TSC SETUP message is sent over emulated D Channel The reply best data is returned via a TSC RELE...

Page 107: ...hout B channel feature is associated with the following interactions CMS records poll attempts but not trunk measurements since no B Channel trunk facility is used If sufficient trunks are assigned th...

Page 108: ...om BSR applications on other communication servers Finally an Interflow VDN vector pair is needed to receive and process the calls interflowed from BSR applications on other communication servers Call...

Page 109: ...est EWT situation To select an adjustment think in terms of reducing the importance of a resource site and in relative percentage the higher the adjustment the less desirable it is to pick that agent...

Page 110: ...t surplus and call surplus situations Vector commands for single site BSR The following table shows the vector commands and command elements used in single site BSR applications Vector commands and us...

Page 111: ...ses the returned expected wait time for comparison with other returned EWTs As a result this split skill is less likely to service the call unless its EWT is significantly less than that of any other...

Page 112: ...to obtain the Expected Wait Time or agent data needed to identify the best resource at a remote communication server One consider step must be written for each location you want to check Routing infor...

Page 113: ...vailability of the trunks or agent expertise at remote locations When a vector polls a local or remote resource you can make the selection of that site less desirable The higher the setting the less c...

Page 114: ...mulated in VDN time BCMS does not log LAI attempts and therefore will not log BSR status polls which are treated as LAI attempts Call Vectoring The following considerations apply to ALL vectors when B...

Page 115: ...r EAD LOA Available Agent Strategy EAS VDN skills 1st 2nd 3rd can be used in consider skill commands Facility Restriction Levels The FRL applies to status poll and interflow calls in the same way it w...

Page 116: ...routes for polling only works if there are alterative routes for the interflow path regardless of whether LAR or BSR is in use Multi Split Skill Queuing A call may be queued up to 3 times by queue to...

Page 117: ...R and information forwarding function over QSIG trunk facilities if the remote locations are Avaya communication servers Redirection on No Answer RONA Calls redirected to a VDN by RONA can be subseque...

Page 118: ...e VDN name forwarded via Information Forwarding When a consider step is executed the application number and available agent strategy assigned to the active VDN for the call will be used VDN Return Des...

Page 119: ...aphic illustration of a typical ACD CMS configuration Administering the communication server to CMS interface For detailed information on administering the interface between the communication server a...

Page 120: ...the link fails to come up Assignments are not logins In a non EAS environment a distinction is drawn between the number of agent extensions assigned to multiple splits and the number of agents logged...

Page 121: ...roup IP Trunk Groups and ATM Trunk Groups External IP trunk number identifier Port ID information is sent from the communication server to the CMS Two types of messages can send information about sing...

Page 122: ...ons on other Communication Manager systems This difference is also reflected in the way that G700 port IDs are listed in CMS and CMS Supervisor IP trunk member port ID communication server representat...

Page 123: ...ng hundred digit of the gateway number is shown as the leading tens digit in the slot number Therefore the following rules apply to display of slot numbers for G 700 terminated trunk equipment on CMS...

Page 124: ...ms G 700 port ID representations on communication servers CMS and CMS Supervisor Avaya communicatior server On CMS pre R3V11ag and CMS Supervisor pre R3V11FJ 04 On CMS R3V11ag or later and CMS Supervi...

Page 125: ...r an announcement based on the digits that he or she enters or to be directed to a hunt group or another system extension Data Collection Allows the caller to enter data that can be used by a host adj...

Page 126: ...several features for ports on the call classifier detector circuit pack or equivalent Interactions The following interactions apply specifically to Call Prompting For general Call Vectoring interactio...

Page 127: ...ncountered When the call becomes active the collect command resumes Inbound Call Management ICM Category A only You can use Call Prompting to collect information that may later be used by an adjunct t...

Page 128: ...to handle the call activity of ACD splits skills For more information about administering call vectoring see Best Service Routing Category A only on page 94 Network Call Redirection NCR Category A on...

Page 129: ...nly Vectoring Attendant Vectoring Vectoring Holiday Vectoring Vector Directory Number All Announcements Audio Sources Complete all fields for each extension that provides a vectoring announcement Hunt...

Page 130: ...Restriction Do Not Disturb Controlled Station to Station Restriction Hospitality Extension of PMS Log Printer Extension of Journal Schedule Printer Extension of PMS Extension to Receive Failed Wakeup...

Page 131: ...age Waiting man msg wt Manual Signaling signal Interactions AP Demand Print A VDN cannot be used as an argument to the feature access code for AP Demand Print Attendant Control of Trunk Group Access I...

Page 132: ...ernate Routing AAR Automatic Route Selection ARS Any route to command in a vector can dial an AAR ARS FAC followed by other digits It cannot dial only the FAC Automatic Callback Automatic Callback can...

Page 133: ...ates to a trunk then the following two CDR records are generated An incoming record with the VDN as the called number and the duration from the time answer supervision was provided to the incoming tru...

Page 134: ...call Data Restriction Music will play on calls from data restricted extensions when the call receives music as the result of a wait time vector step Facilities Restriction Level If a route to command...

Page 135: ...ained using the check and goto Call Vectoring commands Calls may intraflow from an ACD split skill that is not vector controlled into one that is vector controlled Leave Word Calling LWC messages cann...

Page 136: ...a route to with coverage no command has the Send All Calls feature active calls are not redirected If there is an idle appearance the call terminates and vector processing stops If not vector process...

Page 137: ...the route to command terminates a covered call locally information identifying the principal and the reason for redirection are retained with the call This information can be displayed on display pho...

Page 138: ...fs in the decision With Advocate the answer to this question does not come from executing a set of pre programmed directives such as take the highest priority oldest waiting call Such a fixed plan of...

Page 139: ...e available with Advocate and Dynamic Advocate the level of impact for implementing those features and where the features are administered on the communication server Required forms Avaya Business Adv...

Page 140: ...Waiting Skill Hunt Group form Call Selection Override System Feature Related System Parameters form Skill Hunt Group form Other Overload Thresholds Skill Hunt Group form Dynamic Threshold Adjustment S...

Page 141: ...individual skill level and the percentage of time that you want the agent to spend serving each skill Automated agent staffing adjustments What are automated staffing adjustments Advocate provides you...

Page 142: ...level and the longest CWT or PWT Skill Level with Service Objective With the highest skill level and the highest ratio of CWT SO or PWT SO Greatest Need without Service Objective With the longest CWT...

Page 143: ...rvisor Dynamic Threshold Adjustment UCD LOA Add customer segmentation with differentiated levels of service while routing all segments to the same skill to simplify staffing Greatest Need Dynamic Queu...

Page 144: ...77 9 CRMOMC 1 877 927 6662 Feature compatibility It is important to choose the right combination of features to meet your organization s needs and ensure that Advocate is set up to work most effective...

Page 145: ...ds Call selection method Recommended to work with Greatest Need Predicted Wait Time Service Objective Service Level Supervisor UCD MIA UCD LOA Skill Level Predicted Wait Time Service Objective Service...

Page 146: ...Greatest Need or Skill Level call selection methods UCD LOA Greatest Need Predicted Wait Time Service Objective Service Level Supervisor EAD LOA Skill Level Predicted Wait Time Service Objective Servi...

Page 147: ...to and work at any phone in the system Using the agent login ID a caller places a call directly to a specific agent These calls can be treated and reported as ACD calls EAS ensures the best possible...

Page 148: ...Station form with the EAS featured optioned when a work mode button is selected no Gp information can be entered The assist and queue status buttons require that Group be entered Administering Direct...

Page 149: ...s on the VDN form are optional For example only the first and third or only the second and third VDN skills might be assigned Vector steps can then refer back to these fields to route calls For exampl...

Page 150: ...erence administration The call handling preference selected on the Agent Login ID form can route calls based on either greatest need or agent skill level The following table summarizes how a call is r...

Page 151: ...e they have multiple offices or rotate desks login IDs allow these agents to be reached independent of their current location Name calls to the Login ID display the name associated with the Login ID a...

Page 152: ...tween TTI ports and EAS LoginID extensions This causes a reduction in the number of possible EAS LoginID extensions allowed by the System depending on the number of administered TTI ports For example...

Page 153: ...n IDs assigned to this skill must also be administered as Auto Available When the communication server reinitializes these Login IDs are automatically logged in with the Auto In work mode If any commu...

Page 154: ...ss of Restriction of the station where the agent is logged in If both the station s COR and the logged in agent s COR allow the call to be picked up using Directed Call Pickup the user picking up the...

Page 155: ...g Lamp by default tracks the status of messages waiting for the logged in EAS agent LoginID rather than messages for the physical extension The operation of the Message Waiting Lamp can be changed so...

Page 156: ...allVisor ASAI link between the communication server and adjunct allows the adjunct to control incoming call processing and routing In addition you can automate ACD agent telephone displays and associa...

Page 157: ...s This extension is the same as the one you enter on the Station form See Automatic Call Distribution on page 77 Call Vectoring on page 128 Call Prompting on page 125 and CallVisor Adjunct Switch Appl...

Page 158: ...or account balance With Direct Agent Calling an adjunct application can transfer a call to a specific ACD agent and have the call treated as an ACD call and tracked on Call Management System CMS An ad...

Page 159: ...on occurs as follows 1 The Conversant voice system or host requests notification for events such as call offered call ended call connected call dropped call transfer and alerting 2 The communication s...

Page 160: ...cation is shown in the following figure Simplified ICM configuration for speech processor integration General processing for this type of application occurs as follows 1 The communication server uses...

Page 161: ...ected via Call Prompting dialed number or service agent availability or information in a customer database To implement this type of call routing make sure that calls come into a vector that contains...

Page 162: ...ractions Call Prompting Digits collected by Call Prompting are passed with current call information to a Conversant adjunct Direct Agent Calling Direct Agent Calling allows an adjunct to direct a call...

Page 163: ...d in VDN time Universal Call ID UCID Note Note Sending of information depends on priority settings and activated features Also the communication server version must be V6 or later Administering User t...

Page 164: ...ld appears Note Note If you enter shared and the Send Codeset 6 7 LAI trunk group option is on you send the LAI information twice unless the LAI Name and Other LAI data items priorities are blank with...

Page 165: ...For more information about user needs see Determining user information needs on page 166 Note Note If you leave a feature field blank that feature will not transport in the UUI IE If the public networ...

Page 166: ...ced information forwarding has been tested with several major carriers To find out if these capabilities work with your carrier check with your account team for the most current information If testing...

Page 167: ...figuration Applications may fail on networks supporting limited UUI transport Administration determines which application s UUI will be transported in these cases If a given application is failing fir...

Page 168: ...an off premises location Calls can be forwarded to destinations off the communication server that is phone numbers on the public telephone network You cannot use Call Coverage with Interflow If a cove...

Page 169: ...nouncement As an illustration of how Intraflow works assume the following A call is intraflowed from split 1 to split 2 via Call Coverage Split 1 is assigned priority on intraflow Split 2 has a queue...

Page 170: ...nswer interval expires before either of the two delay announcement intervals expires a call is redirected to coverage If either of the delay announcement intervals expires before the Coverage Don t An...

Page 171: ...FIFO or near FIFO call routing provide globally supported information forwarding over public or private ISDN PRI and BRI networks using non QSIG or QSIG protocols For more information see Information...

Page 172: ...l blanks displays on the answering agent s phone For private network non QSIG connectivity with direct facilities between the communication server administer Look Ahead Interflow DS1 E1 circuit packs...

Page 173: ...edback may be provided to the caller before interflow is attempted Therefore another audible feedback from the receiving communication server may confuse the caller For example a caller hearing ringba...

Page 174: ...riginating extension as the calling number If an incoming off communication server call to a VDN generates a Look Ahead Interflow call attempt that is accepted and no answer supervision is returned fr...

Page 175: ...rded with calls can be up to 15 characters long Any characters over this limit will be dropped Distributed Networking Manufacturers Specific Information MSI LAI whether enhanced or not may not functio...

Page 176: ...te to number vector step BSR queue to best vector step and the Adjunct Routing vector steps QSIG LAI and information forwarding function over QSIG trunk facilities if the remote locations are Avaya co...

Page 177: ...hold and handle other ACD calls until information is available ACD calls may be more important to your business than non ACD calls Use MCH to interrupt agents on non ACD calls with an ACD call In an...

Page 178: ...r Auto In work mode The agent is the most idle or next available An unrestricted line appearance is available AUX work or Move from CMS are not pending As long as an ACD call is active or held the age...

Page 179: ...d split skill Agents in many forced groups in Auto In or Manual In work mode are unavailable only when an ACD call is ringing Use many forced MCH when agents must answer important or urgent calls even...

Page 180: ...pending the agent can receive forced MCH calls If an agent is either in Auto In work mode and active on an ACD or Direct Agent call or in Auto In or Manual In work mode and active on a non ACD call an...

Page 181: ...waiting with a ring ping and a flashing current work mode lamp Move Agent While Staffed An agent with a move pending can place a call on hold and request another ACD call All calls and ACW must comple...

Page 182: ...he split skill or administered VDN The agent is not taken out of service when the call redirects but is placed at the bottom of the Most Idle Agent MIA or Expert Agent Distribution EAD queue Restricte...

Page 183: ...rected call will look like an entirely new call to the communication server to which the call is redirected NCR uses the Best Service Routing feature s queue to best vector step which is the recommend...

Page 184: ...fer for MCI DEX600 switches or Enhanced ANSI transfer for future use Signaling Group form Network Call Transfer Y DS1 form Country Protocol Any typically 1a For NCD Trunk Group Form Group Type Supplem...

Page 185: ...d by NCR supplementing BSR applications Call Vector form leftmost position in the route to number vector step r for each vector that will invoke NCR Required forms NCR continued Form Field Value chang...

Page 186: ...Es 7 Max Message Size to Send 260 Charge Advice none Supplementary Service Protocol a Digit Handling in out enbloc enbloc Trunk Hunt descend Digital Loss Group 13 Calling Number Delete Insert Numberin...

Page 187: ...et to Send National IEs 7 Max Message Size to Send 260 Charge Advice none Supplementary Service Protocol c Digit Handling in out enbloc enbloc Trunk Hunt descend Digital Loss Group 13 Calling Number D...

Page 188: ...nd two trunks out of a total of 100 are to be reserved set the Service field to mega800 and set the Min Chan field to 2 and the Max Chan field to 98 If the incoming calls are receive with two differen...

Page 189: ...the number in the route to vector step vector step 2 in the example on the next page must be set to r to invoke NCR change signaling group 4 Page 1 of 5 SIGNALING GROUP Group Number 4 Associated Signa...

Page 190: ...ny ARS prefix or trunk access code Some PSTN numbers will need to include the long distance access code Contact your PSTN for specific information BSR Application form with NCR in use change vector 37...

Page 191: ...in call until alerting connect option may be provided by public networks outside of the United States but it is not currently available NCR supports Information Forwarding via UUI transport to the red...

Page 192: ...d With NCD the public network sets up the second leg of the call to the redirected to location when the communication server deflects the call There are two PSTN options for NCD per the ETSI standards...

Page 193: ...hat the call has been forwarded can be achieved by using dedicated VDNs for call forwarding but it does reduce the benefits of Information Forwarding inherent with NCR Also this option limits CTI appl...

Page 194: ...R related MST trace data If logged in at the switch administration terminal SAT via the init login enter go tcm followed by the rdd dp_mgr Bsr_applloc command to see the total attempts internal error...

Page 195: ...twork rejects the call the call is disconnected form the rerouting communication server In this case the call is lost No vector processing takes place at the redirecting communication server NCT and c...

Page 196: ...DCP set Conference button in which the conferencing middle party connects the two calls and then hangs up Station call transfer conference An incoming ISDN call over a trunk with NCT PSTN service is...

Page 197: ...d access to the BSR Application Plan form Service Observing by VDN If the Service Observing by VDN feature is used to service observe a VDN where the NCR feature is used to redirect incoming ISDN call...

Page 198: ...that are redirected using NCR through the BSR feature by using the r route to number or queue to best commands Successful NCR attempts are pegged as DEFLECTCALLS INTERFLOWCALLS In the vector and VDN t...

Page 199: ...displays you can display the number of calls queued and time in queue of the oldest call in the split skill Administering Queue Status Indications The following forms and fields are required to admin...

Page 200: ...ed time Number of queued calls You can use Queue Status Indications to provide status information for attendant groups or other hunt group types DDC and UCD With attendant groups the button names AQT...

Page 201: ...g a default code You can assign two system wide names to each code one for entering AUX work mode and one for logging out You can use VuStats to display the reason code name or number Use VuStats or C...

Page 202: ...nter a code within the timeout interval the agent enters AUX work mode or logs out with default code 0 Entering AUX work mode An agent can enter an AUX reason code in one of three ways Pressing an AUX...

Page 203: ...within the 10 second timeout period When an agent with requested reason codes enters or Considerations If an agent in Auto In or Manual In work mode dials the logout FAC but fails to enter a reason co...

Page 204: ...th the default reason code Basic Call Management System Statistics about AUX work mode by reason code are not available in BCMS reports CMS CMS tracks time in AUX work mode by reason code and displays...

Page 205: ...ACD hunt group as required RONA can be used in Auto Available Splits Skills AAS or in splits skills with agents operating in Manual In work mode You can administer RONA for vector controlled or nonve...

Page 206: ...on page 208 for additional information RONA application examples VRU applications Category A only Typically RONA is used with VRU applications in AAS configurations RONA detects VRU failures and provi...

Page 207: ...n agent left without entering AUX work mode or logging out You can use RONA to make the nonanswering agent unavailable and redirect calls to another agent or to the RONA VDN RONA routing sequences The...

Page 208: ...n the call is requeued the System Status report shows only the AVG ANSW SPEED time and AVG ABAND TIME time for the requeued call The Historical Split and System reports show both a FLOWOUT primary spl...

Page 209: ...had a RONA timeout busy out and release the entire circuit pack Use CMS Move Agents to move up to 32 agents at a time into a dedicated unused split skill and then move the agents back into the AAS sp...

Page 210: ...lits Agent logout An agent can log out from a multifunction set while an ACD call subject to RONA is ringing the set However if the agent logs out before RONA times out RONA timing is canceled and RON...

Page 211: ...ications RONA does not notify Conversant of AUX work mode changes ASAI Conversant cannot query to determine the states of its ports You must restore ports manually after a failure via Conversant manag...

Page 212: ...redirected to the agent s coverage path if a path is administered A temporary bridged call appearance is not maintained for a call directed to an ACD hunt group or VDN or for a Direct Agent call When...

Page 213: ...was a previously redirected coverage call for example the RONA split was the second point in the coverage path the call is redirected to the next coverage point in the principal s coverage path if the...

Page 214: ...ector controlled splits Calling Called Number Display A call to a split skill that RONA redirects is similar to a direct call to the split skill If the call goes to coverage the destination display lo...

Page 215: ...e Manual Answer and are not present in AAS Once RONA notification is made you can correct the failure and restore service manually on Conversant Inbound Call Management ICM RONA applies to ICM managed...

Page 216: ...Manual Answering in an ACD hunt group RONA applies to Off Premises Station OPS lines in an ACD split Voice Response Integration VRI Category A only You can assign RONA to converse splits RONA timing a...

Page 217: ...ould ring the agent The NATO timer starts when the call seizes the incoming trunk The timer could thus be timing before the call is queued by vector processing Therefore set the NATO timer to greater...

Page 218: ...discontinue the delivery of ACD calls to a station that is no longer staffed by the agent While the RONA feature places an agent station in the aux work mode it does not log an agent out Note that the...

Page 219: ...cor x and proceed to page 2 of the form Note Note x valid COR which is any number between 1 and 95 4 Set the Remote Logout of Agent field to y 5 Submit the form 6 Recall the form and verify that the c...

Page 220: ...n the same tenant partition as the agent being logged out Logging out an Agent locally within the communication server If an agent has left his station without logging out of the communication server...

Page 221: ...VDN The VDN to which the trunk terminates must be assigned a COR and a TN that include the appropriate settings for use of the Remote Logout of Agent feature In this example the activation VDN includ...

Page 222: ...t must be in the same tenant partition as the agent who is being logged out Auto Available Split Skill If an agent login ID is assigned to an Auto Available split skill then the Remote Logout of Agent...

Page 223: ...arize yourself and comply with all applicable laws rules and regulations before using this feature Administering Service Observing The following forms and fields are required to administer the Service...

Page 224: ...2 second 440 Hz warning tone before an observer connects to a call followed by a half second burst of this tone every 12 seconds during observation Observing Logical Agent IDs With EAS an observer ca...

Page 225: ...hrough vector processing when the call is answered by an observable agent station This ability saves time for the observer because after observing of the VDN has been activated the observer does not h...

Page 226: ...rving vector You can combine Call Prompting and Call Vectoring to provide security and to limit observation Service Observing indicators The following table shows general Service Observing indicators...

Page 227: ...broken flutter intercept Extension not observable denied broken flutter intercept Not allowed COR1 denied broken flutter intercept Extension has Data Restriction denied broken flutter intercept Exten...

Page 228: ...e flash silence Call already being observed wait state flash silence Call is being busy verified wait state flash silence Call has Data Privacy active wait state flash silence Call has Data Restrictio...

Page 229: ...or the observer grant permissions to all CORs to be observed on the Service Observing Permissions COR table Eligible VDN call out of vector processing in listen talk SO listen talk winking hear talk o...

Page 230: ...ng the COR assigned to the internal caller extension and the COR assigned to agent to be observed are used to determine if Service Observing will be allowed If the agent s COR is not observable observ...

Page 231: ...on or VDN is ineligible for observing when the call Is already being observed Is being busy verified Has Data Privacy active Has Data Restriction active is conferenced with an extension that has Data...

Page 232: ...bridged onto the call constitutes more than 6 parties If a conference is being observed because an observed agent entered the conference when the agent hangs up the conference is no longer observed If...

Page 233: ...ves agent extension 3082 the observer is bridged onto calls only to 3082 If the agent with extension 3082 has a bridged appearance for extension 3282 calls to extension 3282 are not observed Although...

Page 234: ...nswered by a VRU through the converse command Converse on Vector Command Calls connected by the converse on command are not observed by the VDN observer when the Observe on Agent Answer option is set...

Page 235: ...the call that has been ringing the ACD agent extension with the Observe on Agent Answer set to y Move Agent Change Skills Moves or changes of physical of logical agents being observed occur according...

Page 236: ...VDN with a return destination assigned so that if you activate observing and it fails or the denial indication times out the prompting VDN allows you to retry activation This is true only if the deni...

Page 237: ...vers using 2 line displays can activate VuStats for an agent An observer must activate VuStats before using Service Observing The agent s statistics appear on the second line of the observer s display...

Page 238: ...any size it possible to track call related data from multiple sources and multiple sites For example you can combine data from many locations and print reports that enable you to track a call througho...

Page 239: ...CIDs depends on the sending and receiving equipment The following table summarizes UCID transmission features How are UCIDs tracked The way a network maintains and tracks a UCID depends on the call pa...

Page 240: ...communication server creates a UCID such as UCID x for an outgoing trunk call even if the trunk such as a non ISDN trunk does not support the transmission of a UCID Simple transfer or conference This...

Page 241: ...ng complex call scenario illustrates when a station user adds an incoming call to an existing conference In this scenario 1 Phones I II and III are in the same conference call with UCID x 2 The person...

Page 242: ...erver before Conversant The following scenarios describe what happens to UCID information when a call comes in to the switch before it goes to INTUITY Conversant In this configuration the Conversant s...

Page 243: ...ion via the activation of split skill or VDN event notification by the INTUITY Conversant 4 UCID information is sent to the CMS if trunk VDN s and or split skill s involved in the call are measured IN...

Page 244: ...ends UCID information to CMS if trunk VDN s and or split skill s involved in the call are measured Configuration INTUITY Conversant before the communication server This scenario illustrates a system c...

Page 245: ...ted with the call are measured Interactions Distributed Communications System DCS If DCS is used in a network of communication serveres where UCIDs are tracked the DCS feature must be configured with...

Page 246: ...ormation about enabling or disabling UCID transmission on a trunk group see Administering UCID on page 247 later in this chapter In the case of a communication server network component that cannot sup...

Page 247: ...to create and send UCIDs Task C Enable UCID Transmission on Trunk Groups Task A Check ASAI interface before enabling UCID If this procedure is not performed you may encounter the ASAI Interface featur...

Page 248: ...Network Node ID field enter the node ID number Valid numbers are from 1 to 32 767 CAUTION CAUTION The UCID Network Node ID must be unique for every communication server and Conversant in the system If...

Page 249: ...n the Send UCID field enter y 8 Press Enter to save your changes You also need to administer your trunk groups to send user data over your private and public networks To administer the trunk groups se...

Page 250: ...ons meet the minimum requirements A tandem communication server has the Send UCID option set to y for all trunk groups that AAR ARS or station users may use to tandem an incoming call If DCS is used m...

Page 251: ...Point 2 Point 3 Point 4 Point 5 Point 6 Considerations Once a call has covered to a VDN it cannot be further redirected by features such as Call Coverage Call Forwarding or Night Service A VDN is not...

Page 252: ...ce will be denied until the call has completed vector processing An attendant extended call that covers to a VDN will not return If the attendant extends a call to a local destination that covers the...

Page 253: ...for the adjunct routing command converse Category A only Covered calls to a VDN work with the converse command If a call in vector processing is connected to an agent in a converse split the agent can...

Page 254: ...it or hunt group If a queue to check or converse command is used calls will queue at the second split or hunt group with the priority specified in the command If an inflow threshold has been assigned...

Page 255: ...call can be requeued for the same resource The call cannot be redirected however since it has already covered to the VDN Terminating Extension Groups A VDN may be assigned as the last point in the cov...

Page 256: ...answers the call he or she hears the VOA message and can respond appropriately to the caller s request Administering VOA The following forms and fields are required to administer the VOA feature Anno...

Page 257: ...n service DNIS received from the service office or carrier communication server Assign each DNIS as the VDN of a vector Set up the VOA to announce the services associated with the DNIS Note Note The a...

Page 258: ...a duration of 1 to 2 seconds on a barge in basis immediately after the agent answers or is assigned the call for auto answer and the incoming call is extended to the agent Integrated and non barge in...

Page 259: ...ep includes Adjunct Routing the VOA is played for the agent to whom the call is routed Auto Available Split Skill AAS AAS is intended to be used for splits skills containing only nonhuman adjuncts suc...

Page 260: ...calls reach an agent through vector processing Direct agent calls from a phone on a communication server are not vector processed and cannot cause a VOA to be played Enhanced Automatic Wake up If you...

Page 261: ...m handles Service Observing calls as conference connections If the observer presses the VOA Repeat button only he or she hears the announcement However if another party on the call presses the VOA Rep...

Page 262: ...Call Vectoring provides these capabilities Use a converse on call vector step to integrate a VRU with Automatic Call Distribution ACD VRI allows you to use VRU capabilities while controlling a call in...

Page 263: ...e administered priority After the VRU answers the call the converse on command may pass up to 2 data items to the VRU depending on command parameters specified You can pass data required by a VRU scri...

Page 264: ...I hosts in Call Offered to Domain Event reports and in route request messages thus caller digits or database information returned from the VRU can be tandemed through the system to ASAI hosts For exam...

Page 265: ...t transfer or conference calls but can direct the system to do this Agents Although not recommended you can use a converse on step to deliver a call to a group of human agents To agents the call looks...

Page 266: ...ng in the vector A call is considered answered when answered by a nonconverse split skill agent not when answered by a converse split skill agent The converse split skill tracks this as a separate ans...

Page 267: ...calls Hunt Groups A converse on step can deliver a call to a vector controlled or AUDIX hunt group ACD split agent skill or message center ISDN You can administer a converse on step to send a caller...

Page 268: ...nvector controlled splits A converse on step cannot route a call to a nonvector controlled split Queuing Converse on calls queue when they are delivered to busy hunt groups Call Vectoring audible feed...

Page 269: ...with data being sent to the VRU the observer is not connected to the call until after data is passed If the VRU returns data the observer is put in service observing pending mode and the caller is put...

Page 270: ...to the call Transfer out of AUDIX If a converse on step delivers a call to an AUDIX hunt group and the caller tries to transfer out of AUDIX the transfer fails and processing continues at the next ve...

Page 271: ...als The information is limited to 40 characters displayed at a time VuStats can display on demand or update periodically With VuStats anyone who is using a telephone with digital display can view BCMS...

Page 272: ...IDs accept the default 0 This field defines the ACD login ID length and the BCMS login ID length so you must coordinate with the BCMS administrator before changing this field Required form VuStats fe...

Page 273: ...s cleared Agent Login ID form Administer Agent Login IDs for EAS With EAS VuStats accesses agent and agent extension object type information based on agent login ID Agents logging in agent IDs adminis...

Page 274: ...ine the percentage of calls that meet the acceptable service level Measured Set this field to internal or both Specify internal to record statistics for BCMS VuStats Specify both to record statistics...

Page 275: ...types VuStats can display split skill description and performance information such as average speed of answer number of calls waiting and agent work states VuStats can also display an objective accep...

Page 276: ...waiting data type is administered with a threshold of greater than or equal to five minutes Whenever that VuStats format is displayed if the oldest call in queue has been waiting for five minutes or l...

Page 277: ...e amount of space reserved for data Order in which data types appear on the display Format for time related data types Display links When the information updates The following forms and fields determi...

Page 278: ...use historical data require agents to use AUX work mode when temporarily unavailable or administer the system to clear shift data at midnight Interactions BCMS You must have BCMS activated to receive...

Page 279: ...or the shift acd calls and shift average acd talk time data types Integrated Directory If an agent activates Integrated Directory VuStats is automatically cancelled The Integrated Directory display ov...

Page 280: ...ACD contact center features 280 Communication Manager Guide to ACD Call Centers...

Page 281: ...Best Service Routing BSR Application Plan Category A only on page 288 BCMS VuStats Login ID Category A only on page 291 Contact Center System Parameters on page 293 Call Vector on page 300 Holiday Ta...

Page 282: ...n Object Qualifier1 1 Brackets indicate the qualifier is optional Single quotes indicate the text inside the quote must be entered exactly as shown or an abbreviated form of the word may be entered ad...

Page 283: ...95 Default is 1 add agent loginID 9011 Page 1 of 1 AGENT LOGINID Login ID 9011_ AAS _ Name _________________________ AUDIX _ TN 1__ LWC Reception msa spe COR 1 AUDIX Name for Messaging _______ Coverag...

Page 284: ...call from the skill that will otherwise deviate most from its administered allocation Percent allocation is available only with Avaya Business Advocate software For more information see Avaya Busines...

Page 285: ...are audix msa spe default and none Port Extension not shown Only displayed if either the AAS or AUDIX field is y Enter the assigned extension for the AAS or AUDIX port This extension cannot be a VDN o...

Page 286: ...onding entries on the Station form Enter all to allow all calls ACD and non ACD terminated to the agent to be cut through immediately Enter acd to allow only ACD split skill calls and direct agent cal...

Page 287: ...ocation is available as part of the Advocate software Example List Agent LoginID form The following fields appear only on the List Agent LoginID form All of these fields are display only Extn The phys...

Page 288: ...tion form is shown below followed by descriptions of the various fields included in the form Action Object Qualifier1 1 Brackets indicate the qualifier is optional Single quotes indicate the text insi...

Page 289: ...Expected Wait Time EWT is very far from being the best Lock When set to y this field provides extra security by not sending the information over the CMS When set to n the system sends the information...

Page 290: ...contain the digits 0 9 or p pause w W wait m mark and s suppress characters Interflow VDN In this field enter the routing number including the dial access code your switch will use to access the Inte...

Page 291: ...nt Important Important Only agents using an administered login IDs can successfully log in to a split skill that is measured by BCMS Administration commands Use the following administration commands t...

Page 292: ...e agents with logins that do not match the administered login length can log on you must re administer either the ACD login identification length to fit the existing logins or change the logins to mat...

Page 293: ...plays two pages of login IDs beginning with the ID you specify If you do not specify a login ID the display begins with the first login ID The list command lists all login IDs and may run to 63 pages...

Page 294: ...h 9 or blank Entering a 0 or blank indicates no password is required Default is blank Direct Agent Announcement Extension Only displays if Expert Agent Selection EAS or ASAI on the System Parameters C...

Page 295: ...erse vector step from the system to the VRU The Second Data Delay prevents the second set from being outpulsed before the VRU is ready The delay commences when the first group of digits has been outpu...

Page 296: ...reverses the normal handling of the asterisk and pound digits by the collect vector command With the Reverse Star Pound Digit for Collect Step set to y the asterisk digit is interpreted as a caller en...

Page 297: ...n Enter n for standard operation Send UCID to ASAI Enter y to enables transmission of Universal Call ID UCID information to ASAI Enter n default to prevent transmission of UCID information to ASAI Fie...

Page 298: ...r priority call from a skill not in an over threshold state Auto Reserve Agents Category A only Enter all so that an agent will be intentionally left idle in a skill if her work time in the skill has...

Page 299: ...uStats Measurement Interval You can enter half hour or hour default for polling and reporting measurement data if the BCMS Basic and or the VuStats on the System Parameters Customer Options form is y...

Page 300: ...to a Vector Directory Number VDN Call Vector administration commands Use the following commands to administer the Call Vector form Action Object Qualifier1 1 Brackets indicate the qualifier is option...

Page 301: ...essed using a change or display administration command Enter a vector number when completing a paper form Name Enter up to 27 alphanumeric characters to represent the vector name This is an optional f...

Page 302: ...ges are allowed to the field If Basic Vectoring and Vector Prompting are both set to n then the Attendant Vectoring field defaults to y and no changes are allowed to the field To associate VDNs and ve...

Page 303: ...y ASAI Routing Category A only Display only field Indicates whether or not the CallVisor Adjunct Switch Applications Interface ASAI Routing option is enabled on the System Parameters Customer Options...

Page 304: ...Table This form is used to establish the days times for which Holiday Vectoring will apply It is available to you only if Holiday Vectoring is set to y on the Customer Options form Holiday table admi...

Page 305: ...nd See the Implementation notes for entering dates on page 305 for additional information Description Enter a description of the holiday defined on this line Default is blank Implementation notes for...

Page 306: ...any table If the same holiday is entered twice the system stops checking with the first entry found With holidays that are ranges of dates the ranges could overlap When a call is in vector processing...

Page 307: ...mmunication Manager 555 233 506 Hunt Group administration commands You can use the commands listed in the table below to administer the Hunt Group form Hunt Group form instructions Examples of the Hun...

Page 308: ...ISDN Caller Disp ________ Queue Length ___ Calls Warning Threshold ___ Port Extension ____ Time Warning Threshold ___ Port Extension ____ change hunt group xxx Page 2 of X HUNT GROUP Skill ___ Expect...

Page 309: ...MENTS Ext Name Ext Name 1 _____ _________________ 14 _____ _________________ 2 _____ _________________ 15 _____ _________________ 3 _____ _________________ 16 _____ _________________ 4 _____ _________...

Page 310: ...ns Reason Code Names form Reason Code Names field descriptions Make assignments as required for the following fields on the form Action Object display reason code names change reason code names REASON...

Page 311: ...the agent uses this Reason Code to log out Names can be up to ten characters long Default is blank SIT Treatment for Call Classification Category A only This form is used to provide the capability of...

Page 312: ...ification field descriptions Make assignments as required for the following fields on the form In the field following each type of SIT enter answered to specify that the call is classified as answered...

Page 313: ...opped SIT Vacant Code Sample announcement following this SIT Your call cannot be completed as dialed please check the number and dial again Valid entries are answered and dropped Default is dropped SI...

Page 314: ...tions An example VDN form is shown below Note Note When the Attendant Vectoring field is set to y none of the fields listed after the Measured field are displayed Action Object Qualifier1 1 Brackets i...

Page 315: ...0 VDN of Origin Annc Extension 1st Skill 2nd Skill 3rd Skill change vdn xxxxx page 2 of 2 VECTOR DIRECTORY NUMBER Audix Name Messaging Server Name Return Destination VDN Timed ACW Interval BSR Applica...

Page 316: ...gh the VDN The field cannot be blank Attendant Vectoring When Attendant Vectoring is optioned a field on the VDN form identifies if this is an Attendant Vectoring VDN If this field is n there are no c...

Page 317: ...CMS or CMS Default is none Note Note The BCMS feature must be enabled on the System Parameters Customer Options form for the Measured field to be set to internal or both In addition the appropriate CM...

Page 318: ...extension or blank default VDN Timed ACW Interval Category A only When a value is entered in this field an agent in auto in work mode who receives a call from this VDN is automatically placed into Aft...

Page 319: ...d field is set to internal or both In addition the appropriate CMS release must be administered on the Feature Related System Parameters form if the field is being changed to external or both The 1st...

Page 320: ...t to y For more information refer to Call Vectoring on page 128 Vector Routing Table Category A only administration commands You can use the commands listed in the table below to administer Vector Rou...

Page 321: ...hat leading zeros are significant That means that 02 will sort ahead of a 2 followed by a space Any Plus signs will sort first Any question marks will sort second All numbers 0 9 will sort last Page 1...

Page 322: ...d as follows You may enter only a plus sign a question mark or the numbers 0 through 9 No other entries are valid You may enter one plus sign as either the first or last character in the number field...

Page 323: ...ntain up to ten data items However the amount of data to be displayed is limited to 40 characters due to the physical limitations on display telephones VuStats Display Format Category A only administr...

Page 324: ..._ ________ __ ___ ___ 4 ________________________________________ _______ ________ __ ___ ___ 5 ________________________________________ _______ ________ __ ___ ___ 6 __________________________________...

Page 325: ...ID Or supervisors can enter the ID of any agent they want to review Split Skill Displays statistics about a specific split skill You must administer the split skill as Measured internal or both on the...

Page 326: ...y clears after 15 seconds 30 Display clears after 30 seconds not cleared The display does not clear and the data appears until the display is used for another operation or until you press the Normal b...

Page 327: ...d on the Hunt Group form will display as asterisks if the information exceeds the data field size If the data for a field is too large for the number of data field characters entered VuStats displays...

Page 328: ...rning should be generated A threshold warning is generated if the specified condition is met for one or more of the data items If the specified condition is not met for any of the data items then no t...

Page 329: ...rmat Screen A second VuStats Display Format screen is available with the list command The purpose of this screen is to present the format of all or a selected number of VuStats displays The List VuSta...

Page 330: ...he succeeding lines of the Format Description identify the data items in the order they are to appear The data items are the actual measurements and other information that tell how agents splits skill...

Page 331: ...owed shift aux time 9 required allowed shift aux time all required allowed shift aux time default required allowed shift aux time non default required allowed shift aux time reason code required allow...

Page 332: ...d split agents on extension calls allowed required split agents staffed allowed required split average acd talk time required required allowed required split average after call time required allowed r...

Page 333: ...ime required required allowed required time agent entered state required total acd call time required required allowed total acd talk time required required allowed total after call time required requ...

Page 334: ...in aux 3 allowed agents in aux 4 allowed agents in aux 5 allowed agents in aux 6 allowed agents in aux 7 allowed agents in aux 8 allowed agents in aux 9 allowed agents in aux all allowed agents in au...

Page 335: ...llowed oldest calling waiting required allowed percent in service level required allowed split extension split name split number split objective total acd talk time required required allowed total aft...

Page 336: ...lls flowed out required allowed calls forced busy or disc required allowed calls offered required allowed calls waiting allowed non acd calls connected required allowed oldest calling waiting required...

Page 337: ...calls and direct agent calls answered by an agent Split status VDN Status Agent Report ACD CALLS agent extension The extension for a specific agent if either BCMS VuStats Login IDs or EAS is optioned...

Page 338: ...ing non ACD calls that an agent completed while logged into at least one split skill Agent Report EXTN CALLS extension incoming calls The number of non ACD calls that an agent receives while logged in...

Page 339: ...uring the administered period None shift aux time 8 The amount of time an agent has spent in AUX work mode for Reason Code 8 during the administered period None shift aux time 9 The amount of time an...

Page 340: ...ll None split agents available The number of agents currently available to receive ACD calls for a specific split This includes agents in Auto In or Manual In work mode Split Status Avail split agents...

Page 341: ...efault For a specific skill the number of agents currently in Aux work mode with Reason Codes 1 through 9 None split agents in other The number of agents currently who are on a call for another split...

Page 342: ...r a specific split or skill None split calls abandoned The number of calls that abandoned from queue provided this is the first split skill queued to or abandoned from ringing System Status Split Repo...

Page 343: ...ary Report TOTAL AFTER CALL split total aux time The total time an agent spent in AUX mode for this split skill Split Report Split Summary Report TOTAL AUX OTHER total acd call time The total talk tim...

Page 344: ...ing Split data types VuStats data type Description BCMS report field name column heading acceptable service level The number of seconds within which calls must be answered to be considered acceptable...

Page 345: ...ently in Aux work mode for Reason Code 9 for the referenced skill None agents in aux all The number of agents currently in Aux work mode for all Reason Codes for the referenced split skill Split Statu...

Page 346: ...pecified time This includes queue time and ringing time for this split System Status Split Report AVG SPEED ANS average time to abandon The average time calls waited before abandoning System Status Sp...

Page 347: ...he administered name for a split Split Report Split Status Split Name System Status SPLIT split number The administered number for a split Split Report Split Status Split Name System Status SPLIT spli...

Page 348: ...ime calls waited before abandoning VDN Status VDN Report AVG ABAND TIME calls abandoned The number of calls that abandoned VDN Status VDN Report VDN Summary Report ABAND CALLS calls flowed out The tot...

Page 349: ...heading Trunk group data types VuStats data type Description BCMS report field name column heading average incoming call time Average holding time for incoming trunk calls Trunk Group INCOMING TIME a...

Page 350: ...LL BUSY percent trunks maint busy The percent of time trunks were busied out for maintenance during a specified period day Trunk Group TIME MAINT trunk group name The name administered for a specific...

Page 351: ...gs Malicious Call trace records Avaya BCMS and CMS data Scheduling of a large number of diverse task activities on the switch and its adjuncts This chapter describes how to design and implement a TOD...

Page 352: ...n detail in this document An overview of the method including information the switch Avaya switch platforms to which it applies and where to find more detailed information is provided in Using NTP SNT...

Page 353: ...e This synchronization method is accurate on the order of fractions of a second TOD clock synchronization is enabled on the following communication servers when MultiVantage R11 or later or Communicat...

Page 354: ...G3r Avaya DEFINITY Server R On applicable switch platforms that are installed with R10 or earlier the synchronization command is ignored if the minute time specified for the incoming time is the same...

Page 355: ...dicated synchronization connections from Avaya Site Administration to each switch as described in Creating dedicated switch connections on which to run TOD synchronization tasks on page 363 The client...

Page 356: ...h the Daylight Savings Rule on the local PC and resends the adjusted time back to the switch When you calculate offset values to use as input in the Avaya Site Administration Time Synchronization feat...

Page 357: ...ation task should be scheduled to run during a low traffic period on each switch Run synchronization tasks in the middle of CMS archive intervals Avaya CMS is designed to run archives at regular inter...

Page 358: ...e multi site contact center network The contact center network example in the figure shown above includes four switch locations that are located in different time zones In this example all switches an...

Page 359: ...on PC client location and a target switch location significant synchronization errors can result The following table uses the switch locations described in the example scenario to derive correct offse...

Page 360: ...the synchronization task should be scheduled to run on the Avaya Site Administration client PC Again the most reliable method is to normalize all local times to Standard Time equivalents The followin...

Page 361: ...multi site network may not always be the same for each switch location Example derivation of synchronization task run time on the Avaya Site Administration client PC Local Time Normalized Standard Ti...

Page 362: ...on the client PC Switch 4 London Local time 03 07 BST Adjusted Standard Time 03 07 BST 5 8 07 AM 1 Synchronization run times should occur during low traffic periods at the switch In this example the s...

Page 363: ...he browser pane located to the right side of the main application window select the Fault Performance tab 3 Select the Time Synchronization option The Time Synchronization Properties dialog is display...

Page 364: ...page 361 ii Subtract the offset factor that you used in step 4 from the switch run time that you derived in the preceding substep The time you calculate is the run time on the client expressed in Stan...

Page 365: ...Avaya IP600 DEFINITY One Avaya S8000 Media Server Avaya S8300 Media Server Avaya S8700 Media Server The platforms listed above include either Red Hat Linux or Windows 2000 as the platform operating s...

Page 366: ...s that synchronize through an Avaya Site Administration client PC The following Avaya switch platforms must use the Avaya Site Administration Time Synchronization feature to maintain switch synchroniz...

Page 367: ...a master ACD Determine the appropriate offsets for each remote ACD as necessary Set the switch time zone offset values for each ACD in the CMS Supervisor Storage Windows dialog Offset procedure To use...

Page 368: ...of Day Clock Synchronization feature 368 Communication Manager Guide to ACD Call Centers 4 From the main menu select Actions Modify 5 Repeat the procedure for any other ACDs for which a switch time zo...

Page 369: ...en to use recorded announcements on page 374 About barge in on page 375 Integrated announcements and announcements recorded on external devices on page 376 Procedures for recorded announcements TN2501...

Page 370: ...reatment Controlled Termination restriction Do Not Disturb Controlled Station to Station Restriction Hospitality2 Announcement Type Length of Time to Remain Connected to Announcement Trunk Groups All...

Page 371: ...ncement hears a click See ds1 aux trk or integrated types for alternative types Analog fd Like the analog type analog fd provides an analog line interface and ringing starts the playback However a for...

Page 372: ...o 1 after 600 msecs ds1 ops The ds1 ops announcement type provides an EIA TIA off premises station type DS1 interface that is used when the device does not support forward disconnect Auxiliary trunk t...

Page 373: ...r playing announcements This is the recommended source for VDN of Origin Announcements and other general and ACD announcement needs integrated Use the integrated announcement type for announcements th...

Page 374: ...rst announcement DDC UCD or direct agent calls have been in queue for an assigned interval ACD and Call Vectoring calls have been in queue for an assigned interval A call s destination is a recorded a...

Page 375: ...in announcements to repeat continually while callers are connected to the port In this way the caller listens until the system plays the entire announcement Non barge in operational details If an ann...

Page 376: ...ts are RIFF wave files that are recorded as CCITT u law a law 8kHz 8 bit mono files using a utility such as Microsoft s Sound Recorder on a computer or using an Avaya switch telephone Each TN750 circu...

Page 377: ...ontain the announcement for the B or A circuit pack TN2501AP and TN750C The TN750C circuit pack has on board FLASH memory backup which substantially reduces the time required for power up restore and...

Page 378: ...each announcement extension In this way the system can store announcements with different compression rates on the same circuit pack During playback the switch sets the port to the correct compression...

Page 379: ...her telephone access session is active to the same board To begin an announcement session the user must dial the administered feature access code FAC followed by the announcement extension If an annou...

Page 380: ...g you will hear a reorder tone the system will drop you and the announcement is not retained If you are using an analog telephone Hang up Otherwise ending with a puts the tone in the message If you ar...

Page 381: ...1 0 May 2003 381 Delete the announcement If you dial the FAC the extension and then 3 the switch deletes the announcement and you hear a confirmation tone If the announcement is protected or is curre...

Page 382: ...keup to use the built in TN750B or later announcement circuit pack in place of the Audichron adjunct If you use an integrated multiple integrated or external type of announcement for Automatic Wakeup...

Page 383: ...analog T R NA yes VRU Provides standard station set interface2 with C D tones support via the switch DTMF Feedback Signals feature lineside DS1 DS0 or lineside T1 E13 no no ops OPS is a DS1 type that...

Page 384: ...neside T1 E1 yes yes VRUSA VRUSA is the same as ds1sa except C D tone support is provided 1 C D Connect and Disconnect Tones support is provided via the DTMF Feedback Signals for VRU customer option w...

Page 385: ...red Abbreviated Dialing AD A feature that allows callers to place calls by dialing just one or two digits AC Alternating current See Administered Connection AC on page 387 AAR Automatic Alternate Rout...

Page 386: ...r an active notification association communication channel to the adjunct Sometimes referred to as a monitored call active notification domain VDN or ACD split extension for which event notification h...

Page 387: ...witch to automatically establish and maintain end to end connections between access endpoints trunks and or data endpoints data modules administration group See capability group on page 395 administra...

Page 388: ...g the telephone line Analog telephones are usually served by a single wire pair tip and ring The model 2500 telephone set is a typical example of an analog telephone analog to digital converter ADC A...

Page 389: ...re of a system including hardware and software ARS See Automatic Route Selection ARS on page 391 ASAI See Adjunct Switch Application Interface ASAI on page 387 ASCII American Standard Code for Informa...

Page 390: ...e AUDIX on page 390 auto in trunk group Trunk group for which the CO processes all of the digits for an incoming call When a CO seizes a trunk from an auto in trunk group the switch automatically conn...

Page 391: ...that allows the system to automatically choose the least cost way to send a toll call automatic trunk A trunk that does not require addressing information because the destination is predetermined A re...

Page 392: ...ow Layer Compatibility Information Elements of an ISDN endpoint Current BCCs are 0 voice grade data and voice 1 DMI mode 1 56 kbps data transmission 2 DMI mode 2 synchronous asynchronous data transmis...

Page 393: ...urpose terminal for services provided by a processor or as a terminal for data entry and retrieval BX 25 A version of the CCITT X 25 protocol for data communications BX 25 adds a fourth level to the s...

Page 394: ...oups vectors and VDNs and enables customers to partially administer the ACD feature for a communications system call reference value CRV An identifier present in ISDN messages that associates a relate...

Page 395: ...ability group to be performed over this type of association Also referred to as administration groups or application service elements ASEs CA TSC Call Associated Temporary Signaling Connection cause v...

Page 396: ...l 2 A communications path for transmitting voice and data 3 In wideband all of the time slots contiguous or noncontiguous necessary to support a call Example an H0 channel uses six 64 kbps time slots...

Page 397: ...rolled processor complex that interprets dialing pulses tones and keyboard characters and makes the proper connections both within the system and external to the system The communications system itsel...

Page 398: ...arty s extension to an alternate answering position when certain coverage criteria are met coverage path The order in which calls are redirected to alternate answering positions coverage point An exte...

Page 399: ...ties enabling end terminals to communicate directly with each other data module An interconnection device between a BRI or DCP interface of the switch and data terminal equipment or data communication...

Page 400: ...P Digital Communications Protocol DCS Distributed Communications System DDC Direct Department Calling DDD Direct Distance Dialing delay dial trunk A trunk that allows dialing directly into a communica...

Page 401: ...etween a communications system and a host computer or between two communications systems using DS1 24th channel signaling DMI provides 23 64 kbps data channels and 1 common signaling channel over a tw...

Page 402: ...ndant disk drive An electromechanical device that stores data on and retrieves data from one or more disks distributed communications system DCS A network configuration linking two or more communicati...

Page 403: ...converter DSI Digital signal interface DSU Data service unit DTDM Digital terminal data module DTE Data terminal equipment DTGS Direct Trunk Group Select DTMF Dual tone multifrequency DTS Disk tape s...

Page 404: ...ps information Channel 0 is reserved for framing and synchronization information A D channel occupies channel 16 E M Ear and mouth receive and transmit EA Expansion archangel EAD LOA See Expert Agent...

Page 405: ...gits are sent over the trunk as DTMF digits whether the trunk signaling type is marked as tone or rotary and whether the originating station is tone or rotary Example a call to a voice mail machine or...

Page 406: ...network communicates with the master maintenance circuit pack to provide the EPN s environmental and alarm status to the switch processing element expansion port network EPN A port network PN that is...

Page 407: ...r service provided by the system feature button A labeled button on a telephone or attendant console used to access a specific feature FEP Front end processor FIC Facility interface codes fiber optics...

Page 408: ...CCs in addition to the address and facilities restriction level FRL thus facilitating a Uniform Dial Plan UDP that is independent of the type of call being placed glare The simultaneous seizure of a 2...

Page 409: ...ds that a facility is used during a call home numbering plan area code HNPA The local area code The area code does not have to be dialed to call numbers within the local geographical area hop Nondirec...

Page 410: ...users of two different systems such as the switch and a host computer over a LAN Information Systems Network ISN A WAN and LAN with an open architecture combining host computers minicomputers word pro...

Page 411: ...ated Services Digital Network ISDN on page 410 and Integrated Services Digital Network Basic Rate Interface ISDN BRI on page 411 intercept tone An tone that indicates a dialing error or denial of the...

Page 412: ...etween endpoint applications and an ISDN PRI facility ISDN PRI terminal adapters are currently available from other vendors and are primarily designed for video conferencing applications Accordingly c...

Page 413: ...line A transmission path between a communications system or CO switching system and a voice terminal or other terminal line appearance See appearance on page 389 line buildout A selectable output att...

Page 414: ...provides interconnection via tie trunks with one or more subtending switches called satellites all attendant positions for the main satellite configuration and access to and from the public network T...

Page 415: ...and from which information can later be obtained memory shadowing link An operating system condition that provides a method for memory resident programs to be more quickly accessed allowing a system...

Page 416: ...als by another modem at the other end of the circuit modem pooling A capability that provides shared conversion resources modems and data modules for cost effective access to analog facilities by data...

Page 417: ...iers See also single carrier cabinet on page 426 Multifrequency Compelled MFC Release 2 R2 signaling A signal consisting of two frequency components such that when a signal is transmitted from a switc...

Page 418: ...tch calls are considered narrowband native terminal support A predefined terminal type exists in switch software eliminating the need to alias the terminal that is manually map call appearances and fe...

Page 419: ...ackup is used two facilities are configured to have D channels one D channel on each facility and the other facilities that share the D channels are configured without D channels NPA Numbering plan ar...

Page 420: ...trol IE are arranged in a specified format See also packet bus on page 420 and packet switching on page 420 packet bus A wide bandwidth bus that transmits packets packet switching A data transmission...

Page 421: ...ocessor element interchange personal computer PC A personally controllable microcomputer PGATE Packet gateway PGN Partitioned group number PI Processor interface PIB Processor interface board pickup g...

Page 422: ...ed between two or more communications systems PRI runs at 1 544 Mbps and as used in North America provides 23 64 kbps B channels voice or data and one 64 kbps D channel signaling The D channel is the...

Page 423: ...xchanges to control data movement and correction of errors PSC Premises service consultant PSDN Packet switch public data network PT Personal terminal PTC Positive temperature coefficient PTT Postal T...

Page 424: ...g plan area code RHNPA A foreign numbering plan area code that is treated as a home area code by the Automatic Route Selection ARS feature Calls can be allowed or denied based on the area code and the...

Page 425: ...I1 channel S2 The second logical signaling channel of DCP The channel is used to provide signaling information for DCP s I2 channel SABM Set Asynchronous Balance Mode SAC Send All Calls SAKI See sani...

Page 426: ...o a call that had been answered by another party on his or her behalf single carrier cabinet A combined cabinet and carrier unit that contains one carrier See also Multicarrier cabinet on page 417 sin...

Page 427: ...atum 3 clock board staffed Indicates that an agent position is logged in A staffed agent functions in one of four work modes Auto In Manual In ACW or AUX Work STARLAN Star Based Local Area Network Sta...

Page 428: ...witch processing element SPE A complex of circuit packs processor memory disk controller and bus interface cards mounted in a PPN control carrier The SPE serves as the control element for that PPN and...

Page 429: ...ction of an incoming trunk to an outgoing trunk without human intervention tandem tie trunk network TTTN A private network that interconnects several customer switching systems TC Technical consultant...

Page 430: ...unct control or domain control association TOD Time of day tone ringer A device with a speaker used in electronic voice terminals to alert the user TOP Task oriented protocol trunk A dedicated telecom...

Page 431: ...See also EAD LOA EAD MIA and UCD MIA Uniform Call Distribution Most Idle Agent UCD MIA An agent selection method for delivery of calls With UCD MIA implemented calls are delivered to the available age...

Page 432: ...TS A service in the United States that allows calls to certain areas for a flat rate charge based on expected usage wideband A circuit switched call at a data rate greater than 64 kbps A circuit switc...

Page 433: ...t continuously exhibits a work state for every split of which it is a member Valid work states are Avail Unstaffed AUX Work ACW ACD answering an ACD call ExtIn ExtOut and OtherSpl An agent s work stat...

Page 434: ...ZCS 434 Communication Manager Guide to ACD Call Centers...

Page 435: ...ng 160 adjust by 109 Administration without Hardware AWOH interactions Expert Agent Selection EAS 153 after call work ACW buttons 85 modes 63 states 58 Agent Call Handling 59 73 after call work ACW mo...

Page 436: ...67 86 skill level routing 150 supervisory assistance 64 Voice Response Integration VRI 265 VuStats data 337 algorithms Least Occupied Agent LOA 150 Most Idle Agent MIA 150 Allow VDN Override 316 AMD 3...

Page 437: ...RONA 212 speakerphones 70 Voice Response Integration VRI 266 Automatic Call Distribution ACD 77 91 ACD splits see under splits agents answering options 62 considerations 88 logins logouts 61 151 sizin...

Page 438: ...VRI 266 VuStats 278 reports 91 statistics 271 BCMS 291 BCMS Split AGENT Status report 208 BCMS VuStats Login IDs form 291 293 BCMS VuStats Abandon Call Timer 299 BCMS VuStats Measurement Interval 299...

Page 439: ...istribution ACD 89 Call Vectoring 132 Intraflow and Interflow 170 Redirection on No Answer RONA 212 Service Observing 233 VDN in a Coverage Path 252 VDN of Origin Announcement VOA 260 Call Detail Reco...

Page 440: ...Detail Recording CDR 133 Call Forwarding 132 Call Park 133 Call Waiting Termination 133 Call Vectoring interactions continued Class of Restriction COR 134 Code Calling Access 134 Conference Attendant...

Page 441: ...VRI 266 consider split location adjust by x 109 considerations VDN in a Coverage Path 251 Consult interactions VDN in a Coverage Path 254 CONVERSANT voice information system CVIS host adjunct call ro...

Page 442: ...teractions Abbreviated Dialing AD 152 Add Remove Skills 57 152 Administration without Hardware AWOH 153 Agent Call Handling 72 AUDIX 153 Auto Available Split AAS 153 Expert Agent Selection EAS interac...

Page 443: ...age Path 254 VDN of Origin Announcement VOA 261 Voice Response Integration VRI 267 I Inbound Call Management ICM 156 162 adjuncts 156 161 applications adjunct applications 158 agent data screen delive...

Page 444: ...98 logouts agent Agent Call Handling 61 Auto Available Split AAS 75 Automatic Call Distribution ACD 61 AUX Reason Codes 203 Redirection on No Answer RONA 210 Look Ahead Interflow LAI 171 176 183 218 s...

Page 445: ...usic on Hold Access interactions Redirection on No Answer RONA 215 Service Observing 235 Voice Response Integration VRI 268 Music Tone on Hold 129 N Name 283 289 293 301 305 316 321 National Customer...

Page 446: ...s 201 204 auxiliary AUX work modes 202 considerations 203 default codes 203 forced reason codes 202 Reason Codes continued forms 201 interactions Abbreviated Dialing AD 204 Auto Available Split AAS 20...

Page 447: ...Call Vectoring 136 Send UCID to ASAI 297 Service Level Supervisor 140 Service Level Supervisor Call Selection Override 298 Service Level Target 139 140 Service Objective 140 284 Service Objective Acc...

Page 448: ...ferences 85 converse skills 263 multiple skills 204 on request MCH settings 178 Reason Codes 204 Redirection on No Answer RONA 205 207 Service Observing 231 skills continued settings many forced MCH 1...

Page 449: ...n to set up 354 timed after call work ACW Agent Call Handling 64 69 Call Vectoring 136 cancelling 64 vector directory numbers VDN 64 Timed Reminder and Attendant Timers interactions Call Vectoring 136...

Page 450: ...nsiderations 258 detailed description 257 distribution 261 forms 256 VDN of Origin Announcement VOA continued interactions Agent Call Handling 259 Auto Available Split AAS 259 Automatic Wakeup 260 Cal...

Page 451: ...264 CallVisor ASAI 265 Class of Restriction COR 266 Conference Terminal 266 direct department calling DDC 267 Distributed Communications System DCS 267 Voice Response Integration VRI interactions con...

Page 452: ...es 279 Service Observing 237 279 Next buttons 276 statistical periods 276 text labels 276 thresholds 276 VuStats feature buttons 273 when information updates 277 VuStats Display Format form 323 admini...

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