Avaya Communication Manager Release 2.2 Call Center Software Automatic Call Distribution (ACD) Guide

Transcription

1 Avaya Communication Manager Release 2.2 Call Center Software Automatic Call Distribution (ACD) Guide Issue 1.0 January 2005

2 2005 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Web site: Providing telecommunications security Telecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment"). An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs). Your responsibility for your company's telecommunications security The final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to: Installation documents System administration documents Security documents Hardware-/software-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 carefully program and configure: Your Avaya-provided telecommunications systems and their interfaces Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products. Federal Communications Commission (FCC) Statements Part 15: Class A Statement For the MCC1, SCC1, G600, and CMC1 Media Gateways: Note: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Part 15: Class B Statement For the G700 Media Gateway: Note: This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures: Reorient the receiving television or radio antenna where this may be done safely. To the extent possible, relocate the receiver with respect to the telephone equipment. Where the telephone equipment requires AC power, plug the telephone into a different AC outlet so that the telephone equipment and receiver are on different branch circuits. Consult the Dealer or an experienced radio/tv technician for help. Part 68: Answer-Supervision Signaling Allowing this equipment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. This equipment returns answer-supervision signals to the public switched network when: answered by the called station, answered by the attendant, or routed to a recorded announcement that can be administered by the CPE user. This equipment returns answer-supervision signals on all direct inward dialed (DID) calls forwarded back to the public switched telephone network. Permissible exceptions are: A call is unanswered. A busy tone is received. A reorder tone is received. Avaya attests that this registered equipment is capable of providing users access to interstate providers of operator services through the use of access codes. Modification of this equipment by call aggregators to block access dialing codes is a violation of the Telephone Operator Consumers Act of 1990.

3 Part 15: Personal Computer Statement This equipment has been certified to comply with the limits for a Class B computing device, pursuant to Subpart J of Part 15 of FCC Rules. Only peripherals (computing input/output devices, terminals, printers, etc.) certified to comply with the Class B limits may be attached to this computer. Operation with noncertified peripherals is likely to result in interference to radio and television reception. Canadian Department of Communications (DOC) Interference Information For MCC1, SCC1, G600, and CMC1 Media Gateways: This Class A digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada. For the G700 Media Gateway: This Class B digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe B est conforme à la norme NMB-003 du Canada. This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications. This is confirmed by the registration number. The abbreviation, IC, before the registration number signifies that registration was performed based on a Declaration of Conformity indicating that Industry Canada technical specifications were met. It does not imply that Industry Canada approved the equipment. Japan For the MCC1, SCC1, G600, and CMC1 Media Gateways: This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, in which case, the user may be required to take corrective actions. Directive (89/336/EEC) and Low Voltage Directive (73/23/EEC). This equipment has been certified to meet CTR3 Basic Rate Interface (BRI) and CTR4 Primary Rate Interface (PRI) and subsets thereof in CTR12 and CTR13, as applicable. Copies of these Declarations of Conformity (DoCs) can be obtained by contacting your local sales representative and are available on the following Web site: Trademarks Avaya is a trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Document ordering information: Avaya Publications Center Voice: (Toll-free, U.S. and Canada only) Fax: (Toll-free, U.S. and Canada only) Write: Globalware Solutions 200 Ward Hill Avenue Haverhill, MA USA Attention: Avaya Account Manager Web: totalware@gwsmail.com Order: Document No , Issue 1.0 January 2005 For the most current versions of documentation, go to the Avaya support Web site: COMPAS This document is also available from the COMPAS database. The COMPAS ID for this document is For the G700 Media Gateway: This is a Class B product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, in which case, the user may be required to take corrective actions. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: DECLARATIONS OF CONFORMITY US FCC Part 68 Supplier s Declaration of Conformity (SDoC) Avaya Inc. in the United States of America hereby certifies that the equipment described in this document and bearing a TIA TSB-168 label identification number complies with the FCC s Rules and Regulations 47 CFR Part 68, and the Administrative Council on Terminal Attachments (ACTA) adopted technical criteria. Avaya further asserts that Avaya handset-equipped terminal equipment described in this document complies with Paragraph of the FCC Rules and Regulations defining Hearing Aid Compatibility and is deemed compatible with hearing aids. Copies of SDoCs signed by the Responsible Party in the U. S. can be obtained by contacting your local sales representative and are available on the following Web site: All Avaya media servers and media gateways are compliant with FCC Part 68, but many have been registered with the FCC before the SDoC process was available. A list of all Avaya registered products may be found at: by conducting a search using "Avaya" as manufacturer. European Union Declarations of Conformity Avaya Inc. declares that the equipment specified in this document bearing the "CE" (Conformité Europeénne) mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive (1999/5/EC), including the Electromagnetic Compatibility

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5 Avaya Communication Manager Call Center Software ACD Guide Contents Preface Purpose Intended users Conventions and terminology Reasons for reissue Availability Related documentation Administration documents Call center documents Documentation Web sites Support ACD basics Communication server features What a communication server does Trunks, trunk groups, and extensions Automatic-in processing Communication server attendant Direct inward dialing processing DID processing example What the ACD does About the ACD Things to know before you start Automatic-in processing of ACD calls DID processing of ACD calls Split queues Split queue call processing Things to know before you start Priority and normal split queues Dynamic queue slot allocation Announcements for calls in a split queue Things to know before you start Related features Rules for announcements Announcement queuing Answer supervision and abandoned calls Abandoned calls Issue 1.0 January

6 Contents Abandoned call search Intraflow and interflow Things to know before you start Description Setting up splits Assigning queue status Types of calls for a split Setting up intraflow/interflow Night Service Hunt Group Night Service Trunk Group Night Service System Night Service Distributing and handling calls About call distribution Call distribution methods without EAS Direct UCD-MIA Call distribution methods with EAS UCD-MIA EAD-MIA UCD-LOA EAD-LOA How agents handle calls Things to know before you start Staffing agent extensions without EAS Staffing multiple splits Agent login Agent logout Agent request for supervisor assistance Agent states and call answering modes Auto-in versus manual-in Ringing versus zip tone for incoming calls Auxiliary Work (AUXWORK) and ACW Trunk states Other telephone buttons Queue status lamps Display buttons Split supervisor telephone buttons Telephone button definitions ACD and call management systems - BCMS and Avaya CMS About BCMS About CMS How CMS works with ACD Data measured by CMS Assigning CMS measurement of the ACD Things to know before you start Communication server features that affect CMS data Hold, Conference, and Transfer About MCH Call Pickup Communication Manager Automatic Call Distribution (ACD) Guide

7 Contents Intraflow and interflow About RONA Phantom abandon call timer About moving an agent while staffed Expanded agent capabilities About BSR About UCID Avaya Business Advocate ACD contact center features Abandoned Call Search About Abandoned Call Search Administering abandoned call search Abandoned Call Search considerations Add/Remove Skills About Add/Remove Skills Forms and fields required for the Add/Remove Skills Add/Remove Skills feature considerations Interactions with other features and systems Agent Call Handling About Agent Call Handling Administering Agent Call Handling Communication server controls Agent login and logout Login Logout Agent answering options Automatic Answer Manual Answer ACD work modes Auxiliary Work mode Auto-in mode Manual-In mode After Call Work mode Timed After Call Work Timed ACW and VDN Cancelling Timed ACW Agent request for supervisor assistance Stroke counts Call work codes Forced entry of stroke counts and call work codes Expanded technical information Agent Call Handling considerations Release button Timed ACW Nonvector-controlled splits/skills Agents logged into multiple splits/skills Agents with Automatic Answer Callmaster telephones Issue 1.0 January

8 Contents Agents assigned to hunt-group and ACD calls Agent Call Handling interactions Auto-Available Split/Skill About AAS Administering AAS Procedure AAS detailed description Agent login with AAS Agent logout with AAS AAS considerations AAS interactions Auto-Answer CMS Automatic Call Distribution About ACD Configuring a call center or contact center with EAS checklist Step 1: Configure the basics Step 2: Define the applications Step 3: Define trunks Step 4: Define hunt groups or skills Step 5: Define agents Step 6: Define caller treatments and backup treatments Step 7: Configure and record announcements Step 8: Define vectors Administering ACD ACD detailed description Table of call distribution methods Queuing and announcements First announcement Forced first announcement Second announcement Forced disconnect Announcement rules Entering the queue Priority queuing Queue status indications Avaya Business Advocate About Avaya Business Advocate What should this agent do next? Which agent should take this call? Does the contact center need to adjust its operations? Administering Advocate Call and agent selection Call selection Agent selection Automated agent staffing adjustments Call selection at a glance Agent selection at a glance Combining agent and call selection methods Communication Manager Automatic Call Distribution (ACD) Guide

9 Contents Different needs within a contact center Feature compatibility Call selection methods (call handling preferences) Agent selection methods (hunt group types) Feature combinations to avoid Basic Call Management System About BCMS Administering BCMS BCMS interactions Best Service Routing About BSR Benefits of BSR BSR requirements Communication server requirements for BSR Network requirements for BSR Administering single-site BSR Administering multi-site BSR Administering BSR polling over IP without the B-channel About BSR polling Prerequisites Administration forms Operational elements Interactions for BSR polling over IP without the B-channel feature BSR detailed description Call surplus situations Agent surplus situations Vector commands for single-site BSR Vector commands for multi-site BSR BSR considerations BSR interactions Call Management System About CMS Administering the communication server-to-cms interface Enabling CMS measurements Measured extensions and multiple splits When assignments exceed capacity Assignments are not logins Measured trunks versus unmeasured facilities Determining allocation of measured trunks and unmeasured facilities Considerations for administering the communication server-to-cms interface CMS measurements IP trunk groups and ATM trunk groups CMS representation of IP trunk member port-ids Display of physical (non-ip) member port-ids on Avaya CMS and CMS Supervisor Call Prompting About Call Prompting Administering Call Prompting Call Prompting considerations Call Prompting interactions Issue 1.0 January

10 Contents Call Vectoring About Call Vectoring Administering Call Vectoring Required forms and fields Fields that do not allow VDN extensions Fields that allow VDN extensions Call Vectoring interactions Direct Agent Calling About DAC calling What is DAC? Advantages of DAC How DAC works Administering DAC DAC considerations Maximum number of agents MIA across splits/skills Announcements Storing and retrieving messages Class of Restriction DAC interactions Expert Agent Selection About EAS Administering EAS Administering Direct Agent Announcement Detailed administration for EAS Call handling preference administration MIA Across Splits/Skills Additional agent login ID capabilities DAC EAS considerations EAS interactions Inbound Call Management About ICM Administering ICM ICM detailed description Applications Agent data screen delivery applications Integration with speech processing adjuncts Host/adjunct call routing ICM considerations ICM interactions Information Forwarding About Information Forwarding Administering User-to-User Information transport Information Forwarding detailed description Support of contact center features Determining user information needs Information Forwarding considerations Troubleshooting Communication Manager Automatic Call Distribution (ACD) Guide

11 Contents Information Forwarding interactions Intraflow and Interflow About Intraflow About Interflow Administering Intraflow and Interflow Intraflow and Interflow detailed description Interflow and Intraflow considerations Interflow and Intraflow interactions Look-Ahead Interflow About LAI Administering LAI LAI considerations Multiple Call Handling Administering MCH MCH applications MCH settings On request One forced One per skill Many forced MCH example MCH considerations MCH interactions Network Call Redirection (NCR) Queue Status Indications About Queue Status Indications Administering Queue Status Indications Queue Status Indication detailed description Queue Status Indication interactions Reason codes About reason codes Administering reason codes Reason code detailed description Reason code considerations Reason code interactions Redirection on No Answer About RONA Administering RONA RONA detailed description RONA application examples VRU applications Other applications RONA routing sequences Using BCMS/CMS reports with RONA Returning AAS agents to service RONA considerations RONA interactions Interactions with other ringing call timers Issue 1.0 January

12 Contents Redirection on IP Failure ROIF description How ROIF works Administering ROIF Required forms for ROIF About setting the switch hook query timeout value ROIF considerations About setting reason codes for ROIF Auto-in or manual-in button ROIF interactions Remote Logout of Agent About Remote Logout of Agent Administering Remote Logout of Agent Remote Logout of Agent detailed description Verifying system parameters to enable the Remote Logout of Agent feature Administering permissions for users to remotely logout agents Logging out an Agent (locally, within the communication server) Logging out an Agent (remotely using VDN) Remote Logout of Agent considerations Remote Logout of Agent Interactions Service Level Maximizer MAO Auto-reserve agents Service Observing About Service Observing Administering Service Observing Service Observing detailed description About using Service Observing Service Observing with Exclusion Observing Logical-Agent IDs Observing VDNs Observing Remotely or by FAC Service Observing indicators General indications to observer Tables observers receive when using Service Observing General security VDN-call security Vector-initiated security Remote-access security Service Observing considerations Observability Ineligibility Trunk calls Multiple observers Conferenced calls Transferred calls Service Observing interactions Universal Call ID About UCID Communication Manager Automatic Call Distribution (ACD) Guide

13 Contents UCID definition What is UCID s purpose? What does UCID look like? How does UCID work? What creates UCIDs? When are UCIDs created? How are UCIDs transmitted? How are UCIDs tracked? Overview of UCID tracking Station-to-station calls Incoming trunk calls Outgoing trunk calls Simple transfer or conference Complex conference Configuration - communication server before Conversant Simple call tracking INTUITY Conversant transfers a call Configuration - IVR before the communication server UCID interactions Administering the UCID feature Before you start Administering UCID UCID considerations Troubleshooting Variables in Vectors VDN in a Coverage Path About VICP Administering VICP VICP considerations VICP interactions VDN of Origin Announcement About VOA Administering VOA VOA detailed description VOA considerations VOA interactions Voice Response Integration About VRI Administering VRI VRI detailed description VRI interactions Hunt Groups VuStats About VuStats Administering VuStats Feature-Related System-Parameters form Agent Login ID form Trunk Group form Attendant Console form Issue 1.0 January

14 Contents BCMS/VuStats Login ID form Hunt Group form Station form Vector Directory Number form VuStats Display Format form VuStats detailed description VuStats forms and fields Data type Period Threshold Format description Display linking How the information looks When the information updates VuStats considerations VuStats interactions ACD contact center switch forms Agent LoginID form Agent LoginID administration commands Agent LoginID field descriptions List Agent-LoginID field descriptions Best Service Routing Application Plan BSR administration commands BSR application field descriptions BCMS/VuStats Login ID form About the BCMS/VuStats Login ID form BCMS/VuStats Login ID administration commands BCMS/VuStats field descriptions Implementation notes Contact Center System Parameters form System Parameter administration commands EAS page field descriptions Field descriptions of Agent and Call Selection page Call Vector form Call Vector administration commands Field descriptions of Call Vector form Holiday Table form Holiday table administration commands Holiday Table form field descriptions Implementation notes for entering dates About administering a holiday table Hunt Group form About hunt groups About the Hunt Group form Hunt Group form field descriptions Hunt Group administration commands Communication Manager Automatic Call Distribution (ACD) Guide

15 Contents Reason Code Names form Administration commands for the Reason Code Names form Reason Code Names field descriptions Call Classification form ASAI SCC operation Description of ASAI SCC operation How the SCC software worked prior to Release How SCC software works with Release How the call classifier is inserted How the call attempt is rejected About the SIT Treatment for Call Classification form SIT Treatment for Call Classification administration commands SIT Treatment for Call Classification field descriptions Vector Directory Number (VDN) form About VDNs VDN administration commands VDN field descriptions Implementation notes Vector Routing Table form About the Vector Routing Table Vector Routing Table administration commands Vector Routing Table field descriptions VuStats Display Format form About the VuStats Display Format form VuStats Display Format administration commands VuStats Display Format field descriptions List VuStats Display Format screen VuStats Display Formats field descriptions VuStats fields Required and allowed fields for agent and agent-extension data types Required and allowed fields for split data types Required and allowed fields for VDN data types Required and allowed fields for trunk group data types Description of agent and agent-extension data types Description of split data types Description of VDN data types Description of trunk group data types Implementing the Time of Day Clock Synchronization feature TOD synchronization methods Using NTP/SNTP to enable direct switch synchronization Scheduling Time Synchronization tasks through Avaya Site Administration Using NTP/SNTP to synchronize the switch to UTC time Using Avaya Site Administration to set up a TOD synchronization schedule About using Avaya Site Administration to set up a TOD synchronization schedule Prerequisites Things to know before you set up a synchronization schedule Issue 1.0 January

16 Contents Specify offset values in Standard Time equivalents Possible lag times EPN locations do not require synchronization Run synchronization tasks during low-traffic periods Run synchronization tasks in the middle of CMS archive intervals Designing a TOD clock synchronization schedule Example multi-site contact center network Determining location offset values Determining synchronization run times Special considerations for synchronization start times Creating dedicated switch connections on which to run TOD synchronization tasks Setting up a TOD synchronization task schedule in Avaya Site Administration About NTP/SNTP and Internet Time Servers Description of NTP/SNTP and Internet Time Servers SNTP on switch platforms that support direct synchronization SNTP on platforms that synchronize through an Avaya Site Administration client PC Setting up ACD offset times for CMS reporting About setting up ACD offset times for CMS reporting Offset procedure Appendix A: Recorded announcements Administering recorded announcements Recorded announcement types Analog line types Analog Analog-fd Analog-m DS1 types ds1-fd ds1-sa ds1-ops Auxiliary trunk types aux-trunk aux-trk-m Integrated types integrated integ-rep When to use recorded announcements About barge-in Barge-in operational details Non-barge-in operational details Integrated announcements and announcements recorded on external devices About integrated announcements and announcements recorded on external devices Backup of announcement sources TN750 and TN750B FLASH memory backup Multiple integrated announcement circuit packs Procedures for recording announcements Communication Manager Automatic Call Distribution (ACD) Guide

17 Contents About these procedures About announcement sessions Announcement recording The announcement session process Recording the announcement Stop recording the announcement Playing back the announcement Deleting the announcement Recorded announcements with features Recorded announcements, the ACD, and other contact center features Recorded announcements and automatic wakeup Appendix B: Administering VRUs/IVRs as station ports Appendix C: Avaya CMS and Communication Manager compatibilities Appendix D: Avaya servers and gateways Avaya media servers Gateways Glossary Index Issue 1.0 January

18 Contents 18 Communication Manager Automatic Call Distribution (ACD) Guide

19 Preface Avaya communication servers are a family of cost-effective digital communication systems. These systems: Route voice and data information between various endpoints (telephones, terminals, computers) Provide highly robust networking capabilities Include an extensive set of standard features: attendant consoles, voice-processing interface, call coverage, DS1 (T1 and E1) connectivity, hospitality support, recorded announcement, and trunk-to-trunk transfer Provide flexibility and allow for the addition of optional features and/or upgrades to the system as business needs change This section includes the following topics: Purpose on page 20 Intended users on page 20 Conventions and terminology on page 21 Reasons for reissue on page 21 Availability on page 22 Related documentation on page 23 Support on page 26 Issue 1.0 January