DEFINITY Enterprise Communications Server. Release 9 Guide to ACD Call Centers

Transcription

1 DEFINITY Eterprise Commuicatios Server Release 9 Guide to ACD Call Ceters Comcode

2 Copyright 2000, Avaya Ic. All Rights Reserved Notice Every effort was made to esure that the iformatio i this book was complete ad accurate at the time of pritig. However, iformatio is subject to chage. Prevetig Toll Fraud Toll fraud is the uauthorized use of your telecommuicatios system by a uauthorized party (for example, a perso who is ot a corporate employee, aget, subcotractor, or is ot workig o your compay's behalf). Be aware that there may be a risk of toll fraud associated with your system ad that, if toll fraud occurs, it ca result i substatial additioal charges for your telecommuicatios services. Avaya Fraud Itervetio If you suspect that you are beig victimized by toll fraud ad you eed techical assistace or support, i the Uited States ad Caada, call the Techical Service Ceter's Toll Fraud Itervetio Hotlie at Outside of the Uited States ad Caada, cotact your Avaya represetative. Providig Telecommuicatios Security Telecommuicatios security (of voice, data, ad/or video commuicatios) is the prevetio of ay type of itrusio to (that is, either uauthorized or malicious access to or use of your compay's telecommuicatios equipmet) by some party. Your compay's telecommuicatios equipmet icludes both this Avaya product ad ay other voice/data/video equipmet that could be accessed via this Avaya product (that is, etworked equipmet ). A outside party is ayoe who is ot a corporate employee, aget, subcotractor, or is ot workig o your compay's behalf. Whereas, a malicious party is ayoe (icludig someoe who may be otherwise authorized) who accesses your telecommuicatios equipmet with either malicious or mischievous itet. Such itrusios may be either to/through sychroous (time-multiplexed ad/or circuit-based) or asychroous (character-, message-, or packet-based) equipmet or iterfaces for reasos of: Utilizatio (of capabilities special to the accessed equipmet) Theft (such as, of itellectual property, fiacial assets, or toll-facility access) Eavesdroppig (privacy ivasios to humas) Mischief (troublig, but apparetly iocuous, tamperig) Harm (such as harmful tamperig, data loss or alteratio, regardless of motive or itet) Be aware that there may be a risk of uauthorized itrusios associated with your system ad/or its etworked equipmet. Also realize that, if such a itrusio should occur, it could result i a variety of losses to your compay (icludig but ot limited to, huma/data privacy, itellectual property, material assets, fiacial resources, labor costs, ad/or legal costs). Your Resposibility for Your Compay s Telecommuicatios Security The fial resposibility for securig both this system ad its etworked equipmet rests with you - a Avaya customer's system admiistrator, your telecommuicatios peers, ad your maagers. Base the fulfillmet of your resposibility o acquired kowledge ad resources from a variety of sources icludig but ot limited to: Istallatio documets System admiistratio documets Security documets Hardware-/software-based security tools Shared iformatio betwee you ad your peers Telecommuicatios security experts To prevet itrusios to your telecommuicatios equipmet, you ad your peers should carefully program ad cofigure your: Avaya-provided telecommuicatios systems ad their iterfaces Avaya-provided software applicatios, as well as their uderlyig hardware/software platforms ad iterfaces Ay other equipmet etworked to your Avaya products. Federal Commuicatios Commissio Statemet Part 15: Class A Statemet. This equipmet has bee tested ad foud to comply with the limits for a Class A digital device, pursuat to Part 15 of the FCC Rules. These limits are desiged to provide reasoable protectio agaist harmful iterferece whe the equipmet is operated i a commercial eviromet. This equipmet geerates, uses, ad ca radiate radio-frequecy eergy ad, if ot istalled ad used i accordace with the istructios, may cause harmful iterferece to radio commuicatios. Operatio of this equipmet i a residetial area is likely to cause harmful iterferece, i which case the user will be required to correct the iterferece at his ow expese. Part 68: Network Registratio Number. This equipmet is registered with the FCC i accordace with Part 68 of the FCC Rules. It is idetified by FCC registratio umber AV1USA MF-E. Part 68: Aswer-Supervisio Sigalig. Allowig this equipmet to be operated i a maer that does ot provide proper aswer-supervisio sigalig is i violatio of Part 68 Rules. This equipmet returs aswer-supervisio sigals to the public switched etwork whe: Aswered by the called statio Aswered by the attedat Routed to a recorded aoucemet that ca be admiistered by the CPE user. This equipmet returs aswer-supervisio sigals o all DID calls forwarded back to the public switched telephoe etwork. Permissible exceptios are: A call is uaswered A busy toe is received A reorder toe is received. Caadia Departmet of Commuicatios (DOC) Iterferece Iformatio This digital apparatus does ot exceed the Class A limits for radio oise emissios set out i the radio iterferece regulatios of the Caadia Departmet of Commuicatios. Le Préset Appareil Nomérique émet pas de bruits radioélectriques dépassat les limites applicables aux appareils umériques de la class A préscrites das le reglemet sur le brouillage radioélectrique édicté par le miistére des Commuicatios du Caada. Trademarks Callmaster, CetreVu, AUDIX, DEFINITY, ad GuestWorks are registered trademarks of Avaya ad Lucet Techologies. Orderig Iformatio Call: Avaya Publicatios Ceter U.S. Voice: U.S. Fax: Caada Voice: Europe, Middle East, Africa Voice: Asia, Chia, Pacific Regio, Caribbea, Lati America Voice: No-U.S. Fax: Write: Avaya Publicatios Ceter 2855 N. Frakli Road Idiaapolis, IN U.S. Order: Documet No Comcode , You ca be placed o a stadig order list for this ad other documets you may eed. Stadig order will eable you to automatically receive updated versios of idividual documets or documet sets, billed to accout iformatio that you provide. For more iformatio o stadig orders, or to be put o a list to receive future issues of this documet, cotact the Avaya Publicatios Ceter. Techical Support I the Uited States ad Caada, Avaya techicias ad customers should call , ad dealer techicias should call Outside the Uited States ad Caada, Avaya techicias should cotact their Ceter of Excellece (COE), ad customers ad dealer techicias should cotact their Avaya authorized represetative. Europea Uio Declaratio of Coformity The CE mark affixed to the equipmet described i this book idicates that the equipmet coforms to the followig Europea Uio (EU) Directives: Electromagetic Compatibility (89/336/EEC) Low Voltage (73/23/EEC) Telecommuicatios Termial Equipmet (TTE) i-ctr3 BRI ad i-ctr4 PRI For more iformatio o stadards compliace, cotact your local distributor. Avaya Web Page Ackowledgmet This documet was prepared by the Iformatio Developmet Orgaizatio for Global Learig Solutios Itellectual property related to this product (icludig trademarks) ad registered to Lucet Techologies Ic. has bee trasferred or licesed to Avaya Ic. Ay referece withi the text to Lucet Techologies Ic. or Lucet should be iterpreted as refereces to Avaya Ic. The exceptio is cross refereces to books published prior to April 1, 2001, which may retai their origial Lucet titles. Avaya Ic. formed as a result of Lucet s plaed restructurig, desigs builds ad delivers voice, coverged voice ad data, customer relatioship maagemet, messagig, multi-service etworkig ad structured cablig products ad services. Avaya Labs is the research ad developmet arm for the compay.

3 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Cotets iii Cotets Preface About this documet Overview xi Cotets ad orgaizatio of the guide xii Audiece xii Reaso for reissue xiii How to use this documet xiii Covetios used i this documet xiii Trademarks xiv Related documets xiv Admiistratio documets xiv Istallatio, upgrades, ad maiteace documets xv Call ceter documets xvii Ed users xviii How to get help xviii How to make commets about this documet xix 1 Automatic Call Distributio (ACD) basics 1-1 Itroductio 1-1 Category A versus Category B 1-2 ACD termiology 1-2 Switches ad switch features 1-6 What a switch does 1-6 What the ACD does 1-8 Thigs to kow before you start 1-9 Automatic-i processig of ACD calls 1-9 DID processig of ACD calls 1-9 Split queues 1-9 Split queue call processig 1-10 Aoucemets for calls i a split queue 1-11 Aswer supervisio ad abadoed calls 1-13 Itraflow ad iterflow 1-13 Night Service 1-16 xi

4 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Cotets iv Distributig ad hadlig calls 1-17 Call distributio methods without EAS 1-17 Call distributio methods with EAS 1-19 How agets hadle calls 1-21 ACD ad call maagemet systems BCMS ad CetreVu CMS 1-29 Basic Call Maagemet System (BCMS) 1-30 CetreVu Call Maagemet System (CMS) (Category A oly) DEFINITY call ceter capacities for ACD software ad related features 2-1 Itroductio 2-1 DEFINITY R9 capacities 2-2 DEFINITY R8 capacities 2-9 DEFINITY ECS R7 ad DEFINITY ECS R6.3 capacities 2-13 DEFINITY ECS R5, DEFINITY ECS R6.1, ad DEFINITY ECS R6.2 capacities 2-17 DEFINITY G3V2, DEFINITY G3V3, ad DEFINITY G3V4 switch capacities 2-19 DEFINITY G3V1 switch capacities 2-21 CetreVu CMS maximum capacities 2-22 Measured extesios ad multiple splits o a o-eas switch 2-25 Whe assigmets exceed capacity 2-25 Assigmets are ot logis 2-25 Measured ad umeasured truks 2-26 CMS ad measured versus umeasured truks 2-26 Determiig available measured truks DEFINITY ACD call ceter features 3-1 Itroductio 3-1 Feature-related iformatio 3-1 List of call ceter features 3-2 Abadoed call search 3-4 Admiisterig abadoed call search 3-4 Cosideratios 3-5

5 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Cotets v Add/Remove Skills (Category A oly) 3-6 Admiisterig Add/Remove Skills 3-6 Cosideratios 3-6 Iteractios 3-7 Aget Call Hadlig 3-8 Admiisterig Aget Call Hadlig 3-8 Detailed descriptio 3-10 Expaded techical iformatio 3-16 Cosideratios 3-18 Iteractios 3-20 Auto-Available Split/Skill 3-23 Admiisterig AAS 3-23 Detailed descriptio 3-24 Cosideratios 3-24 Iteractios 3-25 Automatic Call Distributio 3-26 Admiisterig ACD 3-28 Detailed descriptio 3-29 Cosideratios 3-36 Iteractios 3-38 Basic Call Maagemet System 3-41 Admiisterig BCMS 3-42 Iteractios 3-43 Best Service Routig (Category A oly) 3-44 Beefits of BSR 3-45 Before you start usig BSR 3-46 Admiisterig BSR 3-48 Detailed descriptio 3-50 Cosideratios 3-55 Iteractios 3-55 Call Maagemet System (Category A oly) 3-59 Admiisterig the DEFINITY-to-CMS iterface 3-59 Cosideratios 3-59

6 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Cotets vi Call Promptig 3-61 Admiisterig call promptig 3-61 Cosideratios 3-62 Iteractios 3-63 Call Vectorig 3-64 Admiisterig Call Vectorig 3-64 Iteractios 3-67 CetreVu Advocate (Category A oly) 3-72 Admiisterig CetreVu Advocate 3-73 Cosideratios 3-79 Iteractios 3-80 Expert Aget Selectio (Category A oly) 3-81 Admiisterig EAS 3-81 Detailed descriptio 3-84 Cosideratios 3-86 Iteractios 3-87 Iboud Call Maagemet 3-90 Admiisterig ICM 3-90 Detailed descriptio 3-92 Cosideratios 3-96 Iteractios 3-96 Iformatio Forwardig (Category A oly) 3-97 Admiisterig User-to-User Iformatio trasport 3-97 Detailed descriptio 3-99 Cosideratios Iteractios Itraflow ad Iterflow Itraflow Iterflow Admiisterig Itraflow ad Iterflow Detailed descriptio Cosideratios Iteractios 3-105

7 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Cotets vii Look-Ahead Iterflow (Category A oly) Admiisterig LAI Cosideratios Iteractios Multiple Call Hadlig Admiisterig MCH Detailed descriptio Cosideratios Iteractios Network Call Redirectio (NCR) (Category A oly) Admiisterig NCR Detailed descriptio Cosideratios Iteractios Queue Status Idicatios Admiisterig Queue Status Idicatios Detailed descriptio Iteractios Reaso Codes (Category A oly) Admiisterig Reaso Codes Detailed descriptio Cosideratios Iteractios Redirectio o No Aswer Admiisterig RONA Detailed descriptio Cosideratios Iteractios Remote Logout of Aget Admiisterig Remote Logout of Aget Detailed descriptio Cosideratios Iteractios 3-154

8 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Cotets viii Service Observig Admiisterig Service Observig Detailed descriptio Service Observig idicators Cosideratios Iteractios Uiversal Call ID What is UCID s purpose? What does UCID look like? How does UCID work? How are UCIDs tracked? Iteractios Before you start Admiisterig UCID Cosideratios VDN i a Coverage Path Admiisterig VICP Cosideratios Iteractios VDN of Origi Aoucemet (Category A oly) Admiisterig VOA Detailed descriptio Cosideratios Iteractios Voice Respose Itegratio (Category A oly) Admiisterig VRI Detailed descriptio Iteractios VuStats (Category A oly) Admiisterig VuStats Detailed descriptio Cosideratios Iteractios 3-213

9 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Cotets ix 4 DEFINITY ACD call ceter forms 4-1 Itroductio 4-1 List of call ceter forms 4-1 Aget LogiID (Category A oly) 4-2 Admiistratio commads 4-2 Form istructios 4-2 Implemetatio otes 4-6 Best Service Routig (BSR) Applicatio Pla (Category A oly) 4-7 Admiistratio commads 4-7 Form istructios 4-8 BCMS/VuStats Logi ID (Category A oly) 4-9 Admiistratio commads 4-9 Form istructios 4-10 Implemetatio otes 4-11 Call Ceter System Parameters 4-12 Admiistratio commads 4-12 Form istructios 4-12 Call Vector 4-18 Admiistratio commads 4-18 Form istructios 4-18 Holiday Table 4-22 Admiistratio commads 4-22 Form istructios 4-22 Hut Group 4-25 Admiistratio commads 4-25 Form istructios 4-26 Reaso Code Names (Category A oly) 4-28 Admiistratio commads 4-28 Form istructios 4-28 SIT Treatmet for Call Classificatio (Category A oly) 4-29 Admiistratio commads 4-29 Form istructios 4-30

10 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Cotets x Vector Directory Number 4-31 Admiistratio commads 4-31 Form istructios 4-32 Implemetatio otes 4-36 Vector Routig Table (Category A oly) 4-37 Admiistratio commads 4-37 Form istructios 4-38 VuStats Display Format (Category A oly) 4-40 Admiistratio commads 4-40 Form istructios 4-40 Tables of VuStats required ad allowed fields 4-47 A Recorded aoucemets A-1 Itroductio A-1 Admiisterig recorded aoucemets A-2 Recorded aoucemet types A-3 Aalog lie A-3 DS1 A-4 Auxiliary truk A-4 Itegrated A-4 Whe to use recorded aoucemets A-5 About barge-i A-6 What happes whe you use barge-i A-6 Itegrated aoucemets ad aoucemets recorded o exteral devices A-7 Sigle itegrated aoucemet boards A-7 Multiple itegrated aoucemet circuit packs A-8 Compressio rates A-9 Procedures for recorded aoucemets A-10 Recorded aoucemets, the ACD, ad other call ceter features A-12 Recorded aoucemets ad automatic wakeup A-12 B Admiisterig VRUs/IVRs as statio ports B-1 Itroductio B-1 GL Glossary ad Abbreviatios GL-1 IN Idex IN-1

11 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet Overview xi Preface About this documet Overview This documet describes the Automatic Call Distributio (ACD) feature of the DEFINITY switches, icludig the DEFINITY Eterprise Commuicatios Server, the DEFINITY Busiess Commuicatios System (BCS), the DEFINITY ONE, the Prologix, ad GuestWorks. For details specific to what is ew i Release 9 of the DEFINITY, see the DEFINITY ECS What s New for Release 9 ( ) DEFINITY is a family of cost-effective digital commuicatio systems. These systems: Route voice ad data iformatio betwee various edpoits (telephoes, termials, computers) Provide highly robust etworkig capabilities Iclude a extesive set of stadard features: attedat cosoles, voice processig iterface, call coverage, DS1 (T1 ad E1) coectivity, hospitality support, recorded aoucemet, ad truk-to-truk trasfer Provide flexibility ad allow for the additio of optioal features ad/or upgrades to the system as busiess eeds chage This documet explais the features that comprise the DEFINITY ACD. It provides a itroductio to each call ceter feature ad presets required forms for admiistratio, detailed descriptios, cosideratios, ad iteractios betwee call ceter features. This documet provides a overall referece for plaig, operatig, ad admiisterig your DEFINITY ACD Call Ceter.

12 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet Cotets ad orgaizatio of the guide xii Cotets ad orgaizatio of the guide This documet is orgaized ito chapters by subject. Features are i alphabetical order withi each chapter. Pertiet forms follow the features. Basic features ad forms are preseted i a chapter with the same title. The followig table gives a brief descriptio of each chapter ad appedix i this book. Table 1. Cotets of Documet Chapter 1 Chapter 2 Title Automatic Call Distributio (ACD) basics DEFINITY call ceter capacities for ACD software ad related features Cotets Gives a overview of the ACD feature. Icludes tables that show the switch capacities for DEFINITY ECS R9, R8, R7, R6, R5, DEFINITY G3V4, G3V3, G3V2, G3V1, ad CetreVu CMS. Also icludes iformatio o measured extesios, splits, ad truks. Chapter 3 DEFINITY ACD call ceter features Cotais iformatio about the call ceter features available o the DEFINITY ECS Chapter 4 DEFINITY ACD call ceter forms Cotais all of the forms required to admiister basic call ceter features o the DEFINITY ECS, descriptios of the fields o each form, ad special otes about usage. Appedix A Recorded aoucemets Describes the use ad requiremets aroud usig recorded aoucemets i a call ceter eviromet. Appedix B Appedix B, Admiisterig VRUs/IVRs as statio ports Glossary ad Abbreviatios Idex Provides iformatio o how to admiister VRUs ad IVRs as statio ports o the DEFINITY. Provides a glossary ad list of abbreviatios for this ad other related DEFINITY ECS documets Provides a idex for the documet. Audiece This documet is iteded for the DEFINITY system admiistrators ad maagers, ed-users iterested i iformatio about specific features, ad Avaya support persoel resposible for plaig, desigig, cofigurig, sellig, ad supportig the system.

13 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet Reaso for reissue xiii Reaso for reissue This documet is updated to iclude the DEFINITY Release 9 (R9) iformatio, icludig: Network Call Redirectio (NCR), Adjustmets that were made to the BSR feature for aget selectio, Duplicatig aget iformatio for ew aget logiids Chages to the CetreVu Advocate software Holiday Vectorig Remote logout of aget capability VDN service observig New system capacities for DEFINITY R9 ad CetreVu CMS R3V9. How to use this documet This documet is desiged to be used as a referece documet. If you are iterested i iformatio about a particular feature, use the idex or table of cotets to locate the page umber where the feature is described. Forms also ca be located this way. They are listed alphabetically i each chapter i the table of cotets. The title that appears o the form is the form ame. Covetios used i this documet This documet uses the followig covetios: NOTE: Draws attetio to iformatio that you must heed.! CAUTION: Deotes possible harm to software, possible loss of data, or possible service iterruptios.! WARNING: Deotes possible harm to hardware or equipmet.! SECURITY ALERT: Idicates whe system admiistratio may leave your system ope to toll fraud.

14 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet Trademarks xiv Trademarks The followig trademarked ames may be used i this documet. AUDIX is a registered trademark of Avaya ad Lucet Techologies. BCMS Vu is a registered trademark of Avaya ad Lucet Techologies. Callmaster is a registered trademark of Avaya ad Lucet Techologies. CetreVu is a registered trademark of Avaya ad Lucet Techologies. Coversat is a registered trademark of Avaya ad Lucet Techologies. DEFINITY is a registered trademark of Avaya ad Lucet Techologies. GuestWorks is a registered trademark of Avaya ad Lucet Techologies UNIX is a registered trademark of Novell, Ic. i the Uited States ad other coutries, licesed exclusively through X/Ope Corporatio. Related documets The followig documets may iclude iformatio related to the ACD feature. Admiistratio documets The primary audiece for these documets cosists of switch admiistrators who work for exteral customers ad for Avaya s dealers. The satisfactio ad eeds of our exteral customers is the primary focus for the documetatio. DEFINITY ECS Admiistrator s Guide, Provides complete step-by-step procedures for admiisterig the switch, plus feature descriptios ad referece iformatio for SAT screes ad commads. DEFINITY System s Little Istructio Book for basic admiistratio, Provides step-by-step procedures for performig basic switch admiistratio tasks. Icludes maagig phoes, maagig features, ad routig outgoig calls. DEFINITY System s Little Istructio Book for advaced admiistratio, Provides step-by-step procedures for addig truks, addig hut groups, writig vectors ad recordig aoucemets.

15 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet Related documets xv DEFINITY System s Little Istructio Book for basic diagostics, Provides step-by-step procedures for baseliig your system, solvig commo problems, readig alarms ad errors, usig features to troubleshoot your system, ad cotactig Avaya. DEFINITY ECS Overview, Provides a brief descriptio of the features available with DEFINITY ECS R9. This book does ot provide a geeral overview of the switch or of basic telephoy. DEFINITY ECS Release 9 Reports, Provides detailed descriptios of the measuremet, status, security, ad recet chage history reports available i the system ad is iteded for admiistrators who validate traffic reports ad evaluate system performace. Icludes corrective actios for potetial problems. DEFINITY ECS System Descriptio, Provides hardware descriptios, system parameters, lists of hardware required to use features, system cofiguratios, ad evirometal requiremets. DEFINITY ECS Chage Descriptio Provides a detailed overview ad iformatio o basic admiistratio for the ew fuctioality i this release. Istallatio, upgrades, ad maiteace documets Avaya techicias, desig ceter employees, ad customer self-maitaiers are the primary audieces for these documets. DEFINITY ECS Admiistratio for Network Coectivity, Describes the mai types of switch-to-switch coectios that use Overla hardware ad software, ad the procedures required to admiister these coectios. DEFINITY ECS ATM Istallatio, Upgrades, ad Admiistratio, Step-by-step istructios for how to istall, upgrade, ad admiister ATM switches. DEFINITY ECS Istallatio ad Maiteace for Survivable Remote EPN, Describes how to istall, cable, test, ad perform maiteace o a Survivable Remote Expasio Port Network (SREPN). Provides power, groud, ad fiber coectios.

16 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet Related documets xvi DEFINITY ECS Istallatio ad Test for Multi-Carrier Cabiets, Provides procedures ad iformatio for hardware istallatio ad iitial testig of multi-carrier cabiets. DEFINITY ECS Istallatio ad Test for Sigle-Carrier Cabiets, Provides procedures ad iformatio for hardware istallatio ad iitial testig of sigle-carrier cabiets. DEFINITY ECS Istallatio for Adjucts ad Peripherals, Provides procedures ad iformatio for hardware istallatio ad iitial testig of ECS adjuct ad peripheral systems ad equipmet. DEFINITY ECS Istallatio, Upgrades ad Additios for Compact Modular Cabiets, Provides procedures ad iformatio for hardware istallatio ad iitial testig of compact modular cabiets. DEFINITY ECS Maiteace for R9r, Provides detailed descriptios of the procedures for moitorig, testig, troubleshootig, ad maitaiig the R9r ECS. Icluded are maiteace commads, step-by-step trouble-clearig procedures, the procedures for usig all tests, ad explaatios of the system s error codes. DEFINITY ECS Maiteace for R9si, Provides detailed descriptios of the procedures for moitorig, testig, troubleshootig, ad maitaiig the R9si ECS. Icluded are maiteace commads, step-by-step trouble-clearig procedures, the procedures for usig tests, ad explaatios of the system s error codes. DEFINITY ECS Maiteace for R9csi, Provides detailed descriptios of the procedures for moitorig, testig, troubleshootig, ad maitaiig the R9csi ECS. Icluded are maiteace commads, step-by-step trouble-clearig procedures, the procedures for usig all tests, ad explaatios of the system s error codes. DEFINITY ECS Upgrades ad Additios for R9r, Provides procedures for a istallatio techicia to covert a earlier release of the switch to DEFINITY ECS Release 9. Icludes upgrade cosideratios, lists of required hardware, ad step-by-step upgrade procedures. Also icludes procedures to add cotrol carriers, switch ode carriers, port carriers, circuit packs, auxiliary cabiets, ad other equipmet.

17 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet Related documets xvii DEFINITY ECS Upgrades ad Additios for R9si, Provides procedures for a istallatio techicia to upgrade a existig switch to DEFINITY ECS Release 9 Icluded are upgrade cosideratios, lists of required hardware, ad step-by-step upgrade procedures. Also icluded are procedures to add cotrol carriers, switch ode carriers, port carriers, circuit packs, auxiliary cabiets, ad other equipmet. Task-orieted Techicia Documetatio New electroic iformatio for customer service egieers who perform G3r upgrades. Call ceter documets These documets are issued for DEFINITY Call Ceter applicatios. The iteded audiece is DEFINITY admiistrators. DEFINITY ECS Release 9 Vectorig/EAS Guide, Provides iformatio o how to write, use, ad troubleshoot vectors, which are commad sequeces that process telephoe calls i a Automatic Call Distributio (ACD) eviromet. DEFINITY ECS Release 9 Guide to ACD Call Ceters, Provides feature descriptios ad some implemetatio guidace for call ceter features. CetreVu Call Maagemet System Switch Coectios ad Admiistratio, Cotais switch-to-cms hardware coectio diagrams ad procedures to admiister the switch-to-cms lik o the switch. It does ot cotai the admiistratio of the CMS, DEFINITY ECS Basic Call Maagemet System (BCMS) Operatios, Provides iformatio o the use of the BCMS feature for ACD reportig. DEFINITY BCS ad GuestWorks Call Vectorig Guide, Provides iformatio o how to write, use, ad troubleshoot vectors o the smaller DEFINITY systems.

18 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet How to get help xviii Ed users The primary audiece for these documets cosists of people who use the phoes ad attedat cosoles. DEFINITY ECS Cosole Operatios, Provides operatig istructios for the attedat cosole. Icluded are descriptios of the cosole cotrol keys ad fuctios, call-hadlig procedures, basic system troubleshootig iformatio, ad routie maiteace procedures. DEFINITY ECS Cosole Operatios Quick Referece, Provides operatig istructios for the attedat cosole. Icluded are descriptios of the cosole cotrol keys ad fuctios, call hadlig, basic system-troubleshootig iformatio, ad routie maiteace procedures. How to get help For those times whe you eed additioal help, the followig help services are available. You may eed to purchase a exteded service agreemet to use some of these help services. See your Avaya represetative for more iformatio. Avaya Ceters of Excellece Asia/Pacific Wester Europe/Middle East/South Africa Cetral/Easter Europe Cetral/Lati America/Caribbea North America DEFINITY Helplie Avaya Toll Fraud Itervetio Avaya Natioal Customer Care Ceter Support Lie Avaya Corporate Security

19 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet How to make commets about this documet xix How to make commets about this documet We provide a commet sheet at the frot of this documet. While we have tried to make this documet fit your eeds, we are iterested i your suggestios for improvig it ad urge you to complete ad retur a commet sheet. If the commet sheet has bee removed from this documet, please sed your commets to: Avaya Global Learig Solutios Room 22-2H North Pecos Street Dever, CO USA

20 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Preface About this documet How to make commets about this documet xx

21 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics Itroductio 1-1 Automatic Call Distributio (ACD) basics Itroductio This chapter gives a overview of the Automatic Call Distributio (ACD) feature. It describes basic ACD capabilities for the followig Avaya switches: DEFINITY Eterprise Commuicatios Server ad DEFINITY ProLogix (kow as Category A) DEFINITY BCS ad GuestWorks (kow as Category B). NOTE: The DEFINITY BCS ad GuestWorks systems use the ACD feature, but do ot support EAS, CAS, or the CMS. This chapter addresses ACD termiology, switches ad switch features, how the ACD processes calls, split queues, distributig ad hadlig calls, ad the ACD ad call maagemet systems. ACD termiology defies commo terms that are used throughout this book. The Switches ad Switch Features sectio defies switches ad ACDs ad explais how the followig features work: truks, truk groups, ad extesios; automatic-i processig; switch attedat; ad Direct Iward Dialig (DID) processig. The What the ACD does seectio discusses how the ACD uses Automatic-i ad Direce Iward Dialig (DID) to process calls. Split Queues defies a split queue ad explais how to set up call processig to a split, icludig aoucemets for calls i a split queue; aswer supervisio ad abadoed calls, itraflow ad iterflow, ad ight service for the ECS ad Geeric 3.

22 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics ACD termiology 1-2 Distributig ad Hadlig Calls describes how calls are distributed to agets ad how agets hadle the calls. It also defies the split supervisor telephoe buttos. ACD ad call maagemet systems CMS ad BCMS describes how CetreVu CMS collects measured data o splits/skills, extesios, truks, truk groups, VDNs, ad vectors. This sectio also icludes switch features that affect CMS data, such as Hold, Coferece, Trasfer, Multiple Call Hadlig, ad so forth. Category A versus Category B The ACD feature is available with switches that are sized differetly ad allow for differet features to be implemeted. These differeces fall ito two categories: Category A icludes all varieties of the DEFINITY ECS ad DEFINITY ProLogix. Category A allows for all ACD-related features to be implemeted, accordig to what the customer purchases. Category A supports the CMS ad CAS adjucts. Category B icludes the DEFINITY BCS ad GuestWorks switch. Category B allows for all basic ACD-related features to be implemeted except for EAS ad CetreVu Advocate ad CetreVu Supervisor. Category B does ot support the CMS ad CAS adjucts. ACD termiology The followig terms will provide geeral familiarity with the ACD eviromet. Aget Aget I Multiple Splits/Skills Aget State Aoucemets CAS A aget is a perso assiged to oe or more splits/skills ad hadles calls to/from a extesio i those splits/skills. Depedig o the ACD software, a aget ca be a member of multiple splits/skills. Aget state is a term or code that represets the curret availability status of a aget. The term aget state also represets a user ability to chage a aget s availability withi the system. A aoucemet is a pre-recorded message delivered to a caller i queue requestig the caller to remai o-lie, promptig the caller for iformatio or directig the caller to aother destiatio. Whe a call is i queue, depedig o the legth of time i queue, a automatic recordig ca ecourage the caller to hag o, call back later, call aother umber, leave a message or ca be used with call promptig to direct the caller to specific destiatios. These aoucemets ca be scheduled to occur periodically. Cetralized Attedat Service. CAS is a system feature used whe more tha oe switch is employed. CAS is a attedat or group of attedats that hadles the calls for all switches i that particular etwork. Available oly with Category A.

23 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics ACD termiology 1-3 CMS Call Ceter Call Distributio Methods Call Promptig Call Vectorig CetreVu Advocate DID Call Maagemet System. CMS is a adjuct (basic software package or optioal ehaced software package) that collects call data from a switch residet ACD. CMS provides call maagemet performace recordig ad reportig. It ca also be used to perform some ACD admiistratio. CMS allows users to determie how well their customers are beig served ad how efficiet their call maagemet operatio is. Available oly with Category A. A call ceter provides a cetralized locatio where a group of agets or compay represetatives commuicate with customers via icomig or outgoig calls. The ACD ca distribute calls to agets i a split/skill i the followig ways: Direct (liear) Hutig EAD-LOA (Expert Aget Distributio-Least Occupied Aget) EAD-MIA (Expert Aget Distributio-Most Idle Aget) UCD-LOA (Uiform Call Distributio-Least Occupied Aget) UCD-MIA (Uiform Call Distributio-Most Idle Aget) PAD (Percet Allocatio Distributio) (Available with CetreVu Advocate oly.) Call Promptig is a call maagemet method that uses specialized call vector commads to provide flexible hadlig of icomig calls based o iformatio collected from the caller. Oe example would be where the caller receives a aoucemet ad is the prompted to select (via dialed umber selectio) a departmet or a optio that was listed i the aoucemet. Call Vectorig is a optioal software package that allows processig of icomig calls accordig to a programmed set of commads. Call Vectorig provides a flexible service allowig direct calls to specific ad/or uique call treatmets. CetreVu Advocate is a collectio of ECS features that provide ew flexibility i the way a call is selected for a aget i a call surplus situatio ad i the way that a aget is selected for a call i a aget surplus situatio. Advocate also icludes methods for automatig staffig adjustmets. Available oly with Category A. Direct Iward Dialig. DID is a process ivolvig calls comig ito the switch from the CO. The switch tha routes the calls directly to the appropriate extesio (as idetified by the last four digits).

24 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics ACD termiology 1-4 DNIS EAS Extesios Hut Groups Iterflow Itraflow LAI Leave Word Callig MCT Night Service Dialed Number Idetificatio Service. DNIS is a feature of the 800 umber service that seds the dialed digits to the called destiatio. This ca be used with a display telephoe to idicate the type of call to a aget. For example, the call by its destiatio ca be classified as a certai type of call or caller (e.g., a Gold Card caller) depedig o a product or service the destiatio umber is associated with. Expert Aget Selectio. A optioal feature available with G2.2 ad ewer switches that uses Call Vectorig ad ACD i the switch to route icomig calls to the correct aget o the first try based o skills. Available oly with Category A. Telephoes coected to a PBX/switch via telephoe lies are referred as extesios. Extesios is also the term used to defie the 3, 4, or 5 digit umbers used to idetify the telephoe to the PBX/switch software for call routig purposes. A group of truks/agets selected to work together to provide specific routig of special purpose calls. Iterflow is used whe a split s/skill s queue is heavily loaded or whe a call arrives after ormal work hours. Iterflow redirects a call to a destiatio outside the local switch etwork (a differet switch system). Itraflow is used whe a split s/skill s queue is heavily loaded or whe a call arrives after ormal work hours. Itraflow ivolves redirectig a call to a destiatio withi the local switch etwork (the same switch system). Look Ahead Iterflow. LAI allows users to balace the call work load betwee multiple call ceters o separate switchig systems. LAI uses ISDN to allow multiple switches to commuicate ad iterflow whe appropriate. Available oly with Category A. Leave Word Callig is a system feature that allows messages to be stored for ay ACD split/skill ad allows for retrieval by a coverig user of that split/skill or a system wide message retriever. Malicious Call Trace. MCT allows a aget to otify a predefied party a malicious caller is o the lie. It also ivolves eablig a recordig device to record the call. Night Service is used whe a call arrives after ormal work hours. The call ca be redirected to aother destiatio such as aother split/skill, a extesio, the attedat, a aoucemet with forced discoect, or a message ceter. Night Service ca take oe of three forms: Hut Group (Split/Skill) Night Service Truk Group Night Service System Night Service

25 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics ACD termiology 1-5 Priority Queue QDN Queues (split/skill ad/or attedat) Service Observig Skill Split Split/Skill Admiistratio Split/Skill Supervisor Threshold Truk/Truk Group Truk state The priority queue is a segmet of a split s/skill s queue from which calls are take first. Queue Directory Number. QDN is a associated extesio umber of a split. It is ot ormally dialed to reach a split. The split ca be accessed by dialig the QDN. The QDN is also referred to as a split group extesio. If calls caot be aswered immediately, they are routed to a call collectio poit (split/skill queue or attedat queue) where calls are held util a split/skill aget or attedat ca aswer them. Calls are ordered as they arrive ad they are served i that order. Depedig o the time delay i aswerig the call, aoucemets, music, or prepared messages may be employed util the call is aswered. Service observig is a feature used to trai ew agets ad observe i-progress calls. The observer (split/skill supervisor) ca toggle betwee a liste-oly mode or a liste/talk mode durig calls i progress. A ability give to a aget to meet a specific customer requiremet or a call ceter busiess requiremet. Available oly with Category A ad EAS active. A group of extesios/agets that ca receive stadard calls ad/or special purpose calls from oe or more truk groups. Split/Skill admiistratio is the ability to assig, moitor, or move agets to specific splits/skills. It also ivolves chagig reportig parameters withi the system. A split/skill supervisor is assiged to moitor/maage each split/skill ad split/skill queue to accomplish specific split/skill objectives. A supervisor ca assist agets o ACD calls, be ivolved i aget traiig, ad cotrol call itra/iterflow. A threshold is a poit i time or criteria that determies a certai actio by the system. For example, the umber of calls i queue or the time calls sped i queue determies specific call treatmets, or you ca set the umber of rigs prior to aoucemets or call aswers. Truks are commuicatio chaels betwee two switchig systems or offices. Truks grouped together to provide idetical commuicatios characteristics are called truk groups. Truks withi truk groups ca be used iterchageably betwee two commuicatios systems or cetral offices i order to provide multi-access capability. A term or code that represets the curret status of a particular truk.

26 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics Switches ad switch features 1-6 Switches ad switch features This sectio defies switches ad ACDs ad explais how they work. The sectio cotais the followig topics: Truks, truk groups, ad extesios Automatic-i processig defiitio The attedat Switch with attedat ad extesios Direct Iward Dialig processig with a example Automatic-i processig of ACD calls DID processig of ACD calls Call processig o a ACD switch. What a switch does A switch is a electroic device that processes icomig, outgoig, ad iteral calls ad coects them to the proper destiatios. The telephoe compay switch i your local area is called a Cetral Office (CO). A switch owed by a compay or orgaizatio processes icomig, outgoig, ad iteral calls. Throughout this chapter, the term switch is used to refer to a compay or orgaizatio s switch. Truks, truk groups, ad extesios Icomig calls to a compay first pass through the CO. The CO seds calls to the compay switch over truks (telephoe lies that carry calls betwee two switches, betwee a CO ad a switch, or betwee a CO ad a phoe). The CO receives dialed digits from the caller, processes the digits, ad seizes a truk that is assiged those digits. After the CO seizes a truk, it seds a cotiuig trasmissio to the destiatio phoe or switch, ad o other calls ca be set over that truk util the curret call discoects. Sice a truk ca carry oly oe call at a time, truk groups are usually created. A truk group is a group of truks that are assiged to the same digits. With a truk group, the CO receives the digits of a dialed phoe umber ad checks the truk group assiged to that umber to see if ay of the truks are available. The CO the seizes a available truk. As may simultaeous calls ca be made over a truk group as there are truks i that truk group. A truk group, therefore, ca carry multiple calls for the same phoe umber. Whe a truk group carries icomig calls (that is, calls made outside the compay s switch locatio) to the switch, the switch the coects the calls to their proper destiatios withi the compay.

27 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics Switches ad switch features 1-7 The switches previously listed, i additio to coectig icomig calls to the proper destiatios, are also like private COs for compay employees. That is, employee phoes are coected to a switch by telephoe lies called extesios. Extesios are the assiged 3-4- or 5-digit umbers withi the switch software, ad these umbers become the employee phoe umbers for iteral (itra-compay) calls. Automatic-i processig Automatic-i processig is oe type of call processig. With automatic-i processig, the CO processes all of the digits of a icomig call. The CO the seizes a truk from the truk group, but sice processig is complete, the call coects directly to a destiatio idetified i the switch software. That destiatio ca be a phoe, a queue (i which callers wait to be aswered i the order i which their call was received), or special treatmet like a aoucemet. Switch attedat Icomig calls ca also go to a switch attedat. A switch attedat is a perso who maually routes calls to their proper destiatios usig a attedat cosole (which is like a call switchboard). Normally a attedat serves as a iteral operator who trasfers calls to the proper extesios. Ofte, a switch will have more tha oe attedat, ad all of the switch s attedats will aswer calls directed to the attedat queue, which holds calls util a attedat is available. The attedat queue receives iteral calls made from employee extesios, ad also receives icomig calls through DID processig ad automatic-i processig. Attedat call hadlig varies, depedig o the compay s eeds. However, if the attedat has a automatic-i umber, it will ormally be the umber published i the phoe book, ad the DID umber will most likely be used by off-site employees who kow oly the attedat s extesio umber. Cetralized Attedat Service (CAS) is a switch feature that eables attedats to be cosolidated at oe private-etwork locatio. The atteded locatio is called the CAS mai ad each uatteded locatio is called a CAS brach. At brach locatios, calls requirig attedat services route by way of Release Lik Truks to the mai locatio. Direct iward dialig processig With Direct Iward Dialig (DID) processig, icomig truks do ot coect the CO directly to a employee s phoe; istead, the icomig truks are pooled by the switch, ad this pool of truks is the shared by employee phoes. Extesio umbers may serve as the fial digits of employee phoe umbers for icomig calls. That is the CO may assig a 2-3- or 4- digit prefix to a truk group. The, whe a 7-digit employee phoe umber is dialed, the call is processed as follows: 1. The CO processes the prefix of the dialed umber, ad the seizes a truk i the truk group that is assiged that prefix. 2. The CO passes the remaiig digits of the dialed umber to the switch. 3. The switch recogizes the remaiig digits as a employee extesio umber ad seds the call to that extesio.

28 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics What the ACD does 1-8 DID processig example As a example of DID processig, say that Employee A has the exteral phoe umber ad the extesio umber Employee B has the phoe umber ad the extesio umber The steps i completig calls to Employees A ad B might be as follows: 1. Employee A s cliet dials The CO servig Employee A s compay idetifies the digits 538 (the commo prefix for all phoe umbers to that compay) ad seizes Truk 1 i the truk group assiged the digits The CO passes the digits 1000 to the switch at Employee A s compay. 4. The switch idetifies the digits 1000 as Employee A s extesio umber ad seds the call to Employee A s extesio. 5. Employee A s phoe rigs ad Employee A aswers. 6. Meawhile, Employee B s cliet dials The CO idetifies the digits 538 ad seizes Truk 2 i the truk group assiged the digits The CO passes the digits 9999 to the switch. 9. The switch idetifies the digits 9999 as Employee B s extesio umber ad seds the call to Employee B s extesio. 10. Employee B s phoe rigs ad Employee B aswers. While Employees A ad B cotiue to talk, Truks 1 ad 2 i the 538 truk group will ot accept ay more calls, so aother call begiig with the digits 538 will seize yet aother truk i the truk group. What the ACD does Automatic Call Distributio (ACD) is a switch software feature that processes high-volume icomig, outgoig, ad iteral calls ad distributes them to groups of extesios called hut groups or splits. The switch also seds iformatio about the operatio of the ACD to the CetreVu CMS which stores ad formats the data ad produces real-time ad historical reports o ACD activity. For more detailed iformatio about ACD, read the feature descriptio i the product documetatio that came with your switch. ACD is used by a call ceter to route icomig calls to specifically assiged splits/skills ad agets. ACD allows a system admiistrator to create a efficiet call maagemet eviromet. This admiistrator ca add or remove splits/skills from the system, add or remove aoucemets, add or remove agets, add truk groups ad route calls to the appropriate splits/skills. The admiistrator ca also specify ACD measuremet criteria ad use a optioal CMS package to provide reports o ACD efficiecy.

29 DEFINITY Eterprise Commuicatio Server Release 9 Guide to ACD Call Ceters Automatic Call Distributio (ACD) basics Split queues 1-9 Thigs to kow before you start A voice respose port or a perso who aswers ACD calls is called a aget. Compaies that operate high-volume call-aswerig ceters, for example, a catalogue sales ceter, a reservatios ceter, or a customer service ceter, use the ACD feature to process icomig calls ad distribute them to agets. I additio to agets, each ACD split ca be assiged a split supervisor. The split supervisor uses various switch ad CetreVu CMS features to moitor split ad aget performace ad to provide assistace if ecessary. Maitaiig truks from the CO to the switch ad hirig agets to aswer calls costs moey. However, if customers who call to purchase goods or services have difficulty reachig a aget ad, therefore, stop tryig to get through, the call ceter loses reveue. Call ceter maagemet eeds, therefore, to determie how may truks ad agets are ecessary to miimize costs ad maximize the ability of customers to purchase goods or services. Maagemet ca the set up ad maitai the ACD accordigly. Automatic-i processig of ACD calls Through switch admiistratio, each automatic-i truk group is assiged to a ACD split. All calls that come i o a automatic-i truk group are directed to the assiged split. The the ACD software distributes the calls to the aget extesios assiged to the split accordig to the assiged call distributio method (described later). DID processig of ACD calls The switch eables you to dial directly to various extesios such as a VDN, a hut group, a aget, or a logi ID. Each extesio ca be assiged to a split as a DID extesio. For DID processig, truk groups are ot assiged to the split. The creatio of associated extesios is sufficiet to sed calls arrivig over DID truk groups to the appropriate split. Each split ca receive icomig calls through DID processig, automatic- i processig, or both. Automatic-i truk groups carry calls oly to the split, whereas DID truk groups carry calls to ay extesio idetified i the switch software, ot just a split. Split queues This sectio defies a split queue ad explais how to up call processig to a split. The sectio cotais the followig topics: Split queue call processig Aoucemets for calls i a split queue Aswer supervisio ad abadoed calls Itraflow ad iterflow Night service for the switch.