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Avaya Communication Manager Contact Center Manual

Avaya Communication Manager Contact Center Manual (452 pages)

Guide to ACD Contact Centers

Brand: Avaya | Category: Software | Size: 3.7 MB

Table of Contents

Table of Contents
5
About this Document

13
- Contents and Organization
  13
- Intended Audience
  14
- Related Documents
  14
  - Administration Documents
    14
Appendix B: Administering Vrus/Ivrs as Station Ports

14
- Contact Center Documents
  15
- How to Get Help
  16
Chapter 1: Automatic Call Distribution (ACD) Basics

17
- Category a Versus Category B
  17
- ACD Terminology
  18
- Communication Server Features
  22
  - What a Communication Server Does
    22
    
    Trunks, Trunk Groups, and Extensions
    22
    
    Automatic-In Processing
    23
    
    Communication Server Attendant
    23
    
    DID Processing Example
    24
    
    Direct Inward Dialing Processing
    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
    26
    
    Things to Know before You Start
    26
    
    Priority and Normal Split Queues
    27
    
    Split Queue Size
    27
  - Announcements for Calls in a Split Queue
    27
  - Answer Supervision and Abandoned Calls
    29
    
    Abandoned Call Search
    29
    
    Abandoned Calls
    29
  - Intraflow and Interflow
    30
    
    Description
    30
    
    Setting up Splits
    30
    
    Things to Know before You Start
    30
    
    Assigning Queue Status
    31
    
    Setting up Intraflow/Interflow
    31
    
    Types of Calls for a Split
    31
- Night Service
  32
  - Hunt Group Night Service
    32
  - Trunk Group Night Service
    33
  - System Night Service
    33
- Distributing and Handling Calls
  34
- ACD and Call Management Systems - BCMS and Avaya CMS
  46
  - Basic Call Management System (BCMS)
    46
  - Avaya Call Management System (CMS) (Category a Only)
    46
    
    Call Pickup
    48
    
    Universal Call ID
    51
Chapter 2: ACD Contact Center Features

53
- List of Contact Center Features
  53
  - Related Feature or Form
    54
- Abandoned 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
  59
  - Administering Agent Call Handling
    59
  - Detailed Description
    60
  - Expanded Technical Information
    67
  - Considerations
    69
  - Interactions
    70
    
    Call Coverage
    71
    
    Call Forwarding
    71
    
    Call Work Codes
    71
- Auto-Available Split/Skill
  74
  - Administering AAS
    74
  - Detailed Description
    74
  - Considerations
    75
  - Interactions
    75
- Automatic Call Distribution
  77
  - Administering ACD
    79
  - Detailed Description
    80
    
    Forced Disconnect
    82
    
    Queue Status Indications
    84
  - Considerations
    86
  - Interactions
    89
- Basic Call Management System
  91
  - Administering BCMS
    92
  - Interactions
    92
- Best Service Routing (Category a Only)
  94
  - Benefits of BSR
    94
  - Before You Start Using BSR
    95
  - Communication Server Requirements for BSR
    96
    
    Network Requirements for BSR
    97
    
    Administering BSR Polling over IP Without B-Channel
    100
    
    Prerequisites
    100
    
    Administration Forms for BSR Polling over IP Without B-Channel
    101
    
    Operation
    106
    
    Interactions
    107
  - BSR Detailed Description
    108
    
    Considerations
    113
    
    Interactions
    114
    
    Network Access
    116
  - Call Management System (Category a Only)
    119
    
    Administering the Communication Server-To-CMS Interface
    119
    
    Enabling CMS Measurements
    119
    
    Measured Extensions and Multiple Splits
    119
    
    Assignments Are Not Logins
    120
    
    Measured Trunks Versus Unmeasured Facilities
    120
    
    When Assignments Exceed Capacity
    120
    
    CMS Measurements
    121
    
    CMS Representation of IP Trunk Member Port-Ids
    121
    
    Considerations for Administering the Communication Server-To-CMS Interface
    121
    
    Determining Allocation of Measured Trunks and Unmeasured Facilities
    121
    
    IP Trunk Groups and ATM Trunk Groups
    121
    
    Display of Physical (Non-IP) Member Port-Ids on Avaya CMS and CMS Supervisor
    122
  - Call Prompting
    125
    
    Administering Call Prompting
    125
    
    Considerations
    126
    
    Interactions
    126
  - Call Vectoring
    128
    
    Administering Call Vectoring
    128
    
    Interactions
    131
    
    Automatic Callback
    132
    
    Class of Restriction
    134
    
    Data Restriction
    134
    
    Redirection on no Answer
    136
    
    Vdn in a Coverage Path
    137
  - Avaya Business Advocate (Category a Only)
    138
    
    Administering Advocate
    139
    
    Call and Agent Selection
    141
  - Expert Agent Selection (Category a Only)
    147
    
    Administering EAS
    147
    
    Administering Direct Agent Announcement
    148
    
    Detailed Administration for EAS
    149
    
    Call Handling Preference Administration
    150
    
    Considerations
    152
    
    Interactions
    152
    
    Directed Call Pickup
    154
    
    Message Waiting Lamp
    155
  - Inbound Call Management
    156
    
    Administering ICM
    156
    
    Detailed Description
    158
    
    Considerations
    161
    
    Interactions
    162
  - Information Forwarding (Category a Only)
    163
    
    Administering User-To-User Information Transport
    163
    
    Detailed Description
    165
  - Considerations
    166
  - Interactions
    167
  - Intraflow
    168
  - Interflow
    168
  - Administering Intraflow and Interflow
    168
  - Detailed Description
    169
  - Considerations
    169
  - Interactions
    170
- Look-Ahead Interflow (Category a Only)
  171
  - Administering LAI
    171
  - Considerations
    172
    
    Authorization Codes
    174
    
    Service Observing
    176
- Multiple Call Handling
  177
  - Administering MCH
    177
  - Detailed Description
    177
  - MCH Settings
    178
  - Considerations
    180
  - Interactions
    180
- Network Call Redirection (NCR) (Category a Only)
  183
  - Administering NCR
    183
  - Administration for Support of AT&T In-Band Transfer and 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
    196
- Queue Status Indications
  199
  - Administering Queue Status Indications
    199
  - Detailed Description
    200
  - Interactions
    200
- Reason Codes (Category a Only)
  201
  - Administering Reason Codes
    201
  - Detailed Description
    202
  - Considerations
    203
  - Interactions
    204
- Redirection on no Answer
  205
  - Administering RONA
    205
  - Detailed Description
    206
  - RONA Application Examples
    206
  - Other Applications
    207
  - Considerations
    209
  - Interactions
    209
  - Interactions with Other Ringing Call Timers
    216
- Remote Logout of Agent
  218
  - Administering Remote Logout of Agent
    218
  - Detailed Description
    218
  - Considerations
    222
  - Interactions
    222
  - Service Observing
    223
    
    Administering Service Observing
    223
    
    Detailed Description
    224
    
    Service Observing Indicators
    226
    
    Considerations
    231
    
    Interactions
    233
  - Universal Call ID
    238
    
    What Does UCID Look Like
    238
    
    What Is Ucid's Purpose
    238
    
    How Are Ucids Tracked
    239
    
    Interactions
    245
    
    Before You Start
    246
    
    Administering UCID
    247
    
    Considerations
    249
    
    Troubleshooting
    250
  - VDN in a Coverage Path
    251
    
    Administering VICP
    251
    
    Considerations
    251
    
    Interactions
    251
    
    Hunt Groups
    254
  - VDN of Origin Announcement (Category a Only)
    256
    
    Administering VOA
    256
    
    Detailed Description
    257
    
    Considerations
    258
    
    Interactions
    259
    
    Expert Agent Selection (Eas)
    260
  - Voice Response Integration (Category a Only)
    262
    
    Administering VRI
    263
    
    Detailed Description
    263
    
    Interactions
    265
    
    Call Park
    266
    
    Message Center
    268
  - Vustats (Category a Only)
    271
    
    Administering Vustats
    272
    
    Detailed Description
    275
    
    Considerations
    278
    
    Interactions
    278
Chapter 3: ACD Contact Center Switch Forms

281
- List of Contact Center Forms
  281
- Agent Loginid (Category a Only)
  282
  - Agent Loginid Administration Commands
    282
  - Agent Loginid Form Instructions
    283
    
    Agent Loginid Field Descriptions
    283
    
    Example List Agent-Loginid Form
    287
- Best Service Routing (BSR) Application Plan (Category a Only)
  288
  - BSR Administration Commands
    288
  - Form Instructions
    288
    
    BSR Application Field Descriptions
    289
- Bcms/Vustats Login ID (Category a Only)
  291
  - Administration Commands
    291
  - Bcms/Vustats Form Instructions
    291
  - Bcms/Vustats Field Descriptions
    292
  - Implementation Notes
    293
- Contact Center System Parameters
  293
- Call Vector
  300
  - Call Vector Administration Commands
    300
  - Call Vector Form Instructions
    301
    
    Call Vector Form Field Descriptions
    301
- Holiday Table
  304
  - Holiday Table Administration Commands
    304
  - Holiday Table Form Instructions
    304
    
    Holiday Table Form Field Descriptions
    305
- Hunt Group
  307
  - Hunt Group Administration Commands
    307
  - Hunt Group Form Instructions
    307
- Reason Code Names (Category a 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 Treatment for Call Classification (Category a Only) Administration Commands
    312
  - SIT Treatment for Call Classification Form Instructions
    312
    
    SIT Treatment for Call Classification Field Descriptions
    312
- Vector Directory Number (VDN)
  314
  - VDN Administration Commands
    314
  - VDN Form Instructions
    314
  - VDN Field Descriptions
    316
    
    Allow VDN Override
    316
    
    Attendant Vectoring
    316
    
    Extension
    316
    
    Name
    316
    
    Vector Number
    316
    
    Cor
    317
    
    Measured
    317
    
    Implementation Notes
    319
- Vector Routing Table (Category a Only)
  320
  - Vector Routing Table (Category a Only) Administration Commands
    320
  - Vector Routing Table (Category a Only) Form Instructions
    321
    
    Vector Routing Table Field Descriptions
    321
- Vustats Display Format (Category a Only)
  323
  - Vustats Display Format (Category a Only) Administration Commands
    323
    
    Vustats Display Format (Category a Only) Form Instructions
    324
    
    Vustats Display Format Field Descriptions
    325
    
    List Vustats Display Format Screen
    329
    
    Vustats Display Formats Field Descriptions
    330
    
    Vustats Required and Allowed Fields
    330
Chapter 4: Implementing the Time of Day Clock Synchronization Feature

351
Appendix A: Recorded Announcements

369

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