Avaya Proactive Contact Release 3.0 Administering Avaya Proactive Contact (UNIX-based Interface)

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1 Avaya Proactive Contact Release 3.0 Administering Avaya Proactive Contact (UNIX-based Interface) October 2005 Material ID

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. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation, and Avaya 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. 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Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya's web site at: 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. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: securityalerts@avaya.com. For additional support telephone numbers, see the Avaya Web site: Trademarks Avaya is a trademark of Avaya Inc. Avaya MultiVantage Application Enablement Services, Avaya Proactive Contact, Avaya PG230 Proactive Contact Gateway, Avaya Communication Manager, and Avaya Computer Telephony are all trademarks of Avaya Inc. All non-avaya trademarks are the property of their respective owners. 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3 Contents Preface Chapter 1: Avaya Proactive Contact overview Dialer functions Multiple dialers Pods Calling lists Process calling lists Environment Chapter 2: System administration Understanding Avaya Proactive Contact Administrator Using Administrator commands Start the system Log in as Administrator Change the administrator password Restart the system Shut down the system Set system date and time Chapter 3: User accounts and permission levels Understanding user accounts and permission levels User types Logins and permissions Agent types User account guidelines Managing user accounts Log in as Supervisor Add a user account Delete a user account Edit a user account Chapter 4: Area codes, prefixes, and time zones Understanding area codes, prefixes, and time zones Maintaining area codes, prefixes, and time zones Area Code & Exchange Prefix Editor View current area codes and prefixes View time zones Add an area code or a prefix to a time zone Delete an area code or prefix Change a country code October

4 Save area code and prefix changes Delete area code and prefix changes Restore a previous version of area code and prefix settings Edit locale.locale_ed.1 file manually Chapter 5: Calling lists and records Understanding calling lists and records Calling list description Record Edit and Quick Search overview Using calling list commands Record edit shortcut keys Count calling list records Create an empty list for appending Edit a record Purge records Delete a record Restore a deleted record Outbound Campaign Update Mark records ineligible from host Create an outbound Campaign Update report Maintaining calling lists and records Create an empty inbound calling list Clear existing inbound calling list data Download records from host Upload records to host Recover old calling list Count calling list records Download records for Infinite Job Test processing of new calling list Upload today s calling statistics to host Upload yesterday s calling statistics to host Create a new calling list configuration Remove list configuration files Chapter 6: Back up and restore Understanding back up and restore operations Using back up and restore commands Monitor the DAT drive status Back up the complete system Back up the system and calling lists Back up Avaya Proactive Contact system files Administering Avaya Proactive Contact (UNIX-based Interface)

5 Back up system configuration files Back up system data/stat files Restore all from tape Restore a file from tape List or verify a file on tape List or verify tape contents List or verify tape volume information Back up all calling lists Back up a specific calling list Restore all calling lists Restore a specific calling list Back up a database Restore a database Chapter 7: Phone strategies Understanding phone strategies Phone strategy preparation Phone strategy settings Initial phone Alternate initial phone Detection mode Retries Using phone strategy commands Create a phone strategy Add an initial phone Add an alternate initial phone (optional) Add ring count and call connect criteria Add retries Set recall times Delete an initial phone Edit a phone strategy Copy a phone strategy Delete a phone strategy Chapter 8: Record selections Understanding record selections Specify time zones Specify completion codes Specify goals Record selection wildcard characters Using record selection commands October

6 Record selection shortcut keys Create a record selection Select time zones Select completion codes Select field names and values Select a phone strategy Sort field names and direction (optional) Select recall field names and values (optional) Set ring count and call connect criteria Group statements Move fields and values Edit a record selection Execute a record selection Create a unit record selection Edit a unit record selection Execute a unit record selection Copy a record selection Delete a record selection Execute an infinite record selection Execute a verify record selection Chapter 9: Jobs Understanding jobs Job types Outbound jobs Inbound jobs Blend jobs Outbound jobs When a job stops Special outbound jobs Call pacing Cruise Control Expert Calling Ratio Initial hit rate Minimum hit rate Job Linking Messages and scripts Messages Scripts Using job commands Job Run Verification shortcut keys Administering Avaya Proactive Contact (UNIX-based Interface)

7 Create a job Edit and start an outbound job Job type parameters Basic parameters File parameters Call pacing parameters Service level parameters Quota parameters General processing parameter Outbound processing parameters Various label parameters Recall parameters Managed job preview mode parameters Wait queue and message parameters IVR integration parameters Edit a Managed job Set up a source job for a Sales Verification job Edit a Sales Verification job Edit an Infinite job Create a Virtual job Edit an inbound job Basic parameters File parameters Service level parameters General processing parameter Inbound processing parameters Various label parameters Wait queue and message parameters IVR integration parameters Edit a blend job Basic parameters File parameters Call pacing parameters Service level parameters Quota parameters General processing parameter Outbound processing parameters Inbound processing parameters Various label parameters Recall parameters Wait queue and message parameters October

8 Copy a job Delete a job Create an Infinite record selection Create agent job list files Modify an agent s job list Turn on agent list functionality Turn off agent list functionality Chapter 10: Monitor agents Understanding agent monitoring Using agent monitoring commands Monitor agent lines Stop monitoring agent lines End a user session Send a message to an agent Send a message to all agents Remove an agent from a job Monitor an agent Transfer an agent to another job Chapter 11: Monitor jobs Understanding Job Monitor Job Activity screens Agent activity fields Line usage fields Calling activity fields for outbound calls Calling activities fields for inbound calls Using Job Monitor commands Job Monitor shortcut keys Open a job Close a job Shut down a job Stop a job immediately Link a job View completion codes View phone line usage View call types View agent screens Change phone line allocations Change the maximum time a customer waits in the wait queue Change the maximum percentage of customers in the wait queue Administering Avaya Proactive Contact (UNIX-based Interface)

9 Change blend agent return time Change minimum hit rate Change Expert Calling Ratios Change the preview length for Managed Dialing Change the cancel mode Change time zone ordering Change time zone status Changing Unit Work List settings Set different quotas for each Unit Work List Change Unit Work List controls Change phone strategy detection mode Change phone strategy recall parameters Change alternate phone lines Chapter 12: Monitor system security and health Understanding system monitoring System Security Event Monitor Health Manager Using security monitoring commands View the security log Change the security event monitor interval Chapter 13: Agent screens Understanding agent screens Screen information Hints and tips to build useful screens Thoughtful questions Layout tips Tips for fields Miscellaneous tips Using Screenbuilder Screenbuilder shortcut keys Start Screenbuilder Create a screen Add text to a screen Add fields to a screen Change text on a screen Delete a field or text Copy a screen Find a screen Add a screen to a job October

10 Check spelling on a screen Delete a screen from a job Change screen calling lists Edit screen fields Change field appearance Set field edit capabilities Change field sequence order Set field verification formats Validate delimiters Set acceptable field entries Set field attribute information Using Screenbuilder reports Create and view Screenbuilder reports Print a Screenbuilder report Chapter 14: Reports Understanding reports History reports Agent history report fields Job history report fields Compliance reports List Distribution reports List Distribution shortcut keys List Distribution guidelines List Distribution Filter Criteria screen Calling list data List distribution report design List distribution report analysis Calling list reports System reports System analysis reports using PC Analysis Data sources Job history file Agent history file Calling information and transaction statistics files Calling list files PC Analysis extract process Letter generation extracts Downloading extracts Using report commands Generate agent history reports Administering Avaya Proactive Contact (UNIX-based Interface)

11 Generate an agent activity report Generate job history reports Generate a previously run job history report Generate a list distribution report Select list distribution fields Select list distribution field values Select range in a list distribution report Set list distribution filters Change a list distribution report title Move fields and values Clear fields and values Delete fields Change or delete a value Edit filters Copy a list distribution report Delete a list distribution report file Execute and print list distribution reports Generate a calling list report Generate a system report View or print a report PC Analysis Log in to PC Analysis PC Analysis shortcut keys Create an extract file Edit an extract file Copy an extract file Delete extract and output files Execute an extract configuration file Display extract completion codes Display available calling lists Copy an extract print file Delete an extract print file View and print an extract file Generate compliance reports Appendix A: Agent Blending Understanding Agent Blending Agent Blending overview Predictive Agent Blending Proactive Agent Blending Supported ACDs and switch terminology October

12 Aspect CallCenter Avaya Communication Manager Rockwell Spectrum Northern Telecom Meridian PINNACLE Siemens ROLM 9751, Release Domains Types of domains Agent assignments to domains Domain groups Outbound Agent Blend Domain Groups Using Agent Blending Start Agent Blending Stop Agent Blending Reset Agent Blending Resynchronize agents (Meridian systems only) Exit a menu Display domain groups and statistics Display all SL groups Display all ASA groups Display all outbound only groups Display group optional fields Display ACD statistics Modify domain groups and control methods Modify Service Level domain groups Modify ASA domain groups Modify outbound only groups Modify domain group optional fields Modify control methods Delete domain groups Delete a domain Add extensions List extensions Delete extensions Appendix B: Interactive voice response administration Understanding IVR administration Using IVR administration commands IVR Administration shortcut keys Set up IVR connections Administering Avaya Proactive Contact (UNIX-based Interface)

13 Connect to IVR Disconnect from IVR Reset connection to IVR Update list of IVR scripts Appendix C: Pattern matching rules Understanding default pattern syntax Using supported syntaxes Index October

14 12 Administering Avaya Proactive Contact (UNIX-based Interface)

15 Preface This section contains the following topics: Purpose on page 13 Audience on page 13 Reasons for reissue on page 13 Related documentation and training on page 14 Purpose The purpose of this guide is to provide detailed information about the operation of the Avaya Proactive Contact system through the UNIX-based menu system. Audience This guide is intended for those who use the Avaya Proactive Contact UNIX-based interface. This includes, but is not limited to, system supervisors, system administrators, integration consultants, application consultants, and customer support engineers. Reasons for reissue Avaya Proactive Contact 3.0 is a software application that provides the system supervisor with the tools to create messages and scripts, and to configure jobs, select records, and define phone strategies. The Avaya Proactive Contact 3.0 also provides monitoring and reporting of real time and historical operations. With this release, the following new features have been added: Implementation using Avaya CTI Cruise Control Access privileges Health and monitoring functionality Data performance enhancements Completion codes enhancements The following information was added to this guide: October

16 Preface The product name has changed from Avaya Predictive Dialing System to Avaya Proactive Contact. This guide was previously titled Avaya Predictive Dialing System User s Guide Volume 2. Updates were made to support Avaya CTI enabled dialing. Updates were made to the job, reports, and job activity monitoring features to support Cruise Control. Updates were made to describe the new copy and remove calling list configuration file features. Related documentation and training This release includes the following documentation: Planning and Prerequisites for Avaya Proactive Contact Configuring and Installing Avaya Proactive Contact Using Avaya Proactive Contact Supervisor Using Avaya Proactive Contact Analyst Avaya Proactive Contact Safety and Regulatory Information Avaya Proactive Contact Agent API Avaya Proactive Contact Software Developer's Kit (SDK) Avaya Proactive Contact Documentation Library (CD-ROM) Readme files are included with the software files for each application component. Effective with Avaya Proactive Contact 3.0, new e-learning courses were developed. The courses are available at The new courses are: Avaya Proactive Contact Overview AVA00693WEN Avaya Proactive Contact Solutions Basic Design: AVA00694WEN Avaya Proactive Contact Solutions Advanced Design: AVA00696IEN Avaya Proactive Contact Solutions Selling: AVA00695WEN Avaya Proactive Contact Solutions System Supervisor Delta: AVA00697WEN Avaya Proactive Contact Solutions Basic System Supervisor: AVA00710H00 Avaya Proactive Contact Solutions Advanced System Supervisor: AVA00711H00 Avaya Proactive Contact Solutions Advanced Agent Blending:AVA00712WEN Avaya Proactive Contact Solutions Basic Installation and Configuration: AVA00706H00 Avaya Proactive Contact Solutions Advanced Installation and Configuration: AVA00707H00 14 Administering Avaya Proactive Contact (UNIX-based Interface)

17 Avaya Proactive Contact Advanced Installation and Configuration Delta: AVA00708WEN For more information, contact the Avaya University help desk at: October

18 Preface 16 Administering Avaya Proactive Contact (UNIX-based Interface)

19 Chapter 1: Avaya Proactive Contact overview The Avaya Proactive Contact system consists of software, hardware, and network components. The system is comprised of the system cabinet, supervisor workstation, agent workstations, printer, and modem. You can use the UNIX-based interface to the system from either the administrator workstation or any personal computer using Telnet. To access the Administrator menus, you must have an account set up with administrator privileges. Using the Supervisor menus, you can perform many of the same tasks available in the Avaya Proactive Contact Supervisor applications if you have an account set up with supervisor privileges. As a system administrator, you can manage users, maintain host uploads and downloads, and maintain calling lists. As a system supervisor, you can set up, monitor, modify, and report on your calling activities. Agents use the agent workstations to handle inbound and outbound phone calls. The system works with your call center s equipment and operations to perform call center tasks. Your installation can include more than one dialer. This section contains the following topics: Dialer functions on page 18 Multiple dialers on page 19 Pods on page 20 Calling lists on page 21 Avaya Inc. PROPRIETARY - Use Pursuant to Company Instructions October

20 Avaya Proactive Contact overview Dialer functions The following list describes the main functions of the dialer: Receives customer records from the call center s host computer Selects and sorts customer records based on your call center s business goals Allows agents to update customer information on an agent screen or on the host, depending on your configuration Passes only specific call types to agents Adjusts the calling pace to meet the call center s requirements Monitors ACD inbound traffic and predicts when to acquire and release ACD agents for outbound calling on Avaya Proactive Contact with Agent Blending Supports outbound, inbound, and blend jobs Generates a variety of reports, including job, agent, and system reports Uploads record information to the host (optional) Avaya Inc. PROPRIETARY - Use Pursuant to Company Instructions 18 Administering Avaya Proactive Contact (UNIX-based Interface)

21 Multiple dialers Multiple dialers Your Avaya Proactive Contact system can include multiple dialers. You can connect up to four dialers through a middle-tier structure. An Avaya Proactive Contact system that is connected through a middle-tier structure is a pod. Your Avaya Proactive Contact system can also have a distributed architecture. The system can use dialers in the following architecture: Multiple stand alone dialers One or more pods of dialers Multiple stand alone dialers and multiple pods of dialers Avaya Inc. PROPRIETARY - Use Pursuant to Company Instructions October

22 Avaya Proactive Contact overview Pods A multiple dialer office environment that uses a pod increases your company's outreach capacity. A pod allows you to manage large-scale outreach programs from one administration and Supervisor interface. A pod provides additional benefits including the following features: Calling lists Jobs Phone strategies Record selections Logins From one Supervisor application, you can run one job on multiple dialers and monitor the calling activities on each dialer. Avaya Inc. PROPRIETARY - Use Pursuant to Company Instructions 20 Administering Avaya Proactive Contact (UNIX-based Interface)

23 Calling lists Calling lists A calling list is a file that contains customer records. Avaya Proactive Contact uses two types of calling lists, one for outbound calling and one for inbound calling on Intelligent Call Blending systems. The host system creates the download file of customer records for the outbound calling list. The download file contains the records and fields you defined as necessary to your outbound call activities. Avaya Proactive Contact processes the host file and prepares it for the calling activities. When the calling activities end, the system prepares the calling list to be uploaded to the host. Process calling lists After the host downloads the customer records, Avaya Proactive Contact completes the following tasks to create a calling list: Checks for and flags duplicate records and invalid phone numbers. Identifies and marks records that have been on the system more than a specified number of days. Recalls the name of the last agent to speak to the customer. Stores the result of the last call attempt as recorded by the agent. Verifies the following statistics: - Name of the last agent to speak with the customer - Date and time of the last call attempt - Result of the last call attempt as recorded by the agent on the system - Number of days the record has been on the system - Record status After calling activities and at a scheduled time, Avaya Proactive Contact completes the following tasks to upload the file to the host: Converts the customer records in a specific calling list to format specified for your host computer. Creates an upload file. The host then updates your customer database with the data in the converted calling list. Avaya Inc. PROPRIETARY - Use Pursuant to Company Instructions October

24 Avaya Proactive Contact overview Environment The calling list environment is responsible for these activities: Create the files required to convert host computer data to the Avaya Proactive Contact calling list format. Prepare the calling list for the calling activities. Prepare the calling list for extracting data to send back to the host after calls have been made. Avaya Inc. PROPRIETARY - Use Pursuant to Company Instructions 22 Administering Avaya Proactive Contact (UNIX-based Interface)

25 Chapter 2: System administration This section contains the following topics: Understanding Avaya Proactive Contact Administrator on page 24 Using Administrator commands on page 25 October

26 System administration Understanding Avaya Proactive Contact Administrator You can perform administrative tasks using the Administrator menus on the Avaya Proactive Contact UNIX-based system. You can access this menu via Telnet using either the administrator workstation or your desktop PC. The Administrator Main Menu includes sensitive features such as shutting down and restarting the Avaya Proactive Contact system. To protect your system, change the administrator s password often. 24 Administering Avaya Proactive Contact (UNIX-based Interface)

27 Using Administrator commands Using Administrator commands This section contains the following topics: Start the system on page 25 Log in as Administrator on page 25 Change the administrator password on page 25 Restart the system on page 26 Shut down the system on page 26 Set system date and time on page 27 Start the system To start the system: 1. Turn on the power to the following equipment: Administrator workstation, digital switch rack, digital switch controller, terminal server, mass storage unit, bridge. 2. Wait at least 10 seconds, then turn on the power to the tape drive, modem, and central processing unit (CPU). Start up is successful when you see the login prompt on the screen. Log in as Administrator To log in as an administrator: 1. At the Login: prompt, enter your user name (you must have a user account already set up on the system that is part of the Admin user group). 2. At the Password: prompt, enter your password. The system displays the Administrator Main Menu. Change the administrator password You can change the password for the administrator login ID. For information on system permission levels and user types, see Understanding user accounts and permission levels on page 30. October

28 System administration To change the administrator password: 1. From the Administrator Main Menu, choose Admin > Change administrator password. 2. At the Change administrator password - Are you sure? prompt, type Y. 3. Type the current password and press Enter. 4. Type the new password and press Enter. The password must contain at least 8 characters, 3 of which need to be different from the old password. It also needs to contain at least 2 letters and 1 number. After you press Enter, the system prompts you to type the new password again. Note: Note: Password length is determined in the following configuration file on your system: /etc/default/security/min_password_len. If a minimum length is not designated in this file on your system, the default length is 6 characters. 5. Type the new password again and press Enter. Restart the system Use the following procedure to stop and start the system again. To resume calling after restart, start jobs.! WARNING: WARNING: To avoid damaging the system components or losing data in active jobs, stop all jobs and log all users off before restarting the system. To restart the system: 1. From the Administrator Main Menu, choose Admin > Restart system. 2. At the Restart system - Are you sure? prompt, type Y. The system displays a series of messages. When the restart is complete, the system displays the Login: prompt. Shut down the system You must shut down system operations from the Administrator workstation before turning off the system power. 26 Administering Avaya Proactive Contact (UNIX-based Interface)

29 Using Administrator commands! WARNING: WARNING: To avoid damaging the system components or losing data in active jobs, stop all jobs and log all users off before shutting down the system. To shut down the system: 1. From the Administrator Main Menu, choose Admin > Shut down system. Type Y at the prompt. The system displays the following confirmation prompt: Are you sure you want to shutdown HP-UX? Enter Y or N. 2. Type Y at the prompt to continue or N to cancel. The system displays following message: Halted, you may now cycle power. 3. Go to the system cabinet and turn off the power to all components. Most systems have the components connected to a power strip. The easiest way to turn off the equipment is to turn off the power strip. Set system date and time Use this procedure to set or reset the system date and time. The system uses these settings to control when to start or stop jobs and when to place calls within time zones. Before you use this procedure, you must log all agents off the system and stop all jobs manually. WARNING: Important:! WARNING: Shut down all jobs and tell all users to log off before restarting the system. If you change the date or time during system operations, you can critically affect system operation and data.! Important: Keep the system time as accurate as possible to ensure time zone restriction compliance.! Important: Important: If you have automatic file procedures such as an automatic download of data from the host, setting the time forward can affect the timed event. To set the system date and time: 1. From the Administrator Main Menu, choose Admin > Set system date and time. 2. At the Set system date and time - Are you sure? prompt, type Y. 3. Type a new time in the format HH:MM. The system uses a 24 hour clock and requires a period between the hours and minutes. For example, use for 2:00 PM. 4. Type a new date in the format MM/DD/CCYY. For example, use 06/07/2006 for June 7, October

30 System administration 5. Press any key to return to the menu. The new time and date take effect immediately. 28 Administering Avaya Proactive Contact (UNIX-based Interface)

31 Chapter 3: User accounts and permission levels This section contains the following topics: Understanding user accounts and permission levels on page 30 Managing user accounts on page 34 October

32 User accounts and permission levels Understanding user accounts and permission levels A user account consists of the user name, password, and permission level. The system determines the permission level based on the group you assign to the user. The permission level determines a user s access to system features. For example, you usually assign agents to the Agent group, which grants permission to the Agent Main Menu where they have access only to call handling; you assign system administrators to the system group, which grants permission to the Administrator Main Menu, giving them access to the system maintenance functions. User types The following table lists typical user types with their corresponding group names, and the system menus which appear when those users login to the system. User type Group name Menu access administrator sysadm Administrator Main Menu supervisor system Supervisor Main Menu agent agent Agent Main Menu report analyst pcanal or cdwanal PC Analysis Main Menu Administrators - Set up and maintain the Avaya Proactive Contact system including the following tasks: Set up user accounts Start and stop dialers Define and download calling lists. Supervisors - Set up and monitor the contact center calling activities including the following tasks: Create and maintain phone strategies Create and maintain record selections Create jobs that define the calling activities Start and stop jobs Monitor and maintain calling activities 30 Administering Avaya Proactive Contact (UNIX-based Interface)

33 Understanding user accounts and permission levels Agents - Handle inbound and outbound calling activities. Throughout the day, agents work on outbound and blend jobs. and receive inbound calls that customers place to the contact center. Report Analyst - creates and runs system reports using PC Analysis. Logins and permissions In Avaya Proactive Contact, your login determines the applications you can use and the features you can use in the application. For example: Administrator login and password - Allows you to use the administrative features and the supervisor features in the character-based application and in Supervisor. Administrators also use Health Manager to monitor and manage the operation of Avaya Proactive Contact. Supervisor login and password - Allows you to use supervisor features in the character-based application and in Supervisor, and Avaya Proactive Contact Agent application. Agent login and password - Allows you to use the Avaya Proactive Contact Agent application. The type of calling activities an agent can handle depends on the Agent type that the agent selects when logging in. Agent types When agents log in, each agent selects an agent type that is set up for your system. The agent type determines the types of calls the agent can handle.,agents can log in to the Avaya Proactive Contact and select one of the following agent types: Outbound agent - Outbound agents handle outbound calls only. Outbound agents can join the following jobs types: Unit work list Managed Dialing Sales Verification Infinite Managed agent - Managed agents only handle outbound calls during an outbound job set up as a Managed Dialing job. Inbound agent - Inbound agents handle only inbound calls. They can join inbound or blend jobs. The Avaya PDS receives calls directly from customers or through an ACD. October

34 User accounts and permission levels Blend agent - Blend agents handle both outbound and inbound calls. They join blend jobs and can handle customer records on outbound and inbound calling screens. Person to Person agent - Person to Person agents handle outbound calls when outbound agents are not available. ACD agent - ACD agents handle outbound calls on the Avaya Proactive Contact and handle inbound calls on the ACD. Agent logins Basic login - The following table describes the agent logins used, regardless of the blending configuration on your system. Agent type Login Joins job Handles calls Managed m outbound Outbound calls on Avaya Proactive Contact Outbound m outbound or blend Outbound calls on Avaya Proactive Contact Person to Person ptp outbound Outbound calls on Avaya Proactive Contact Agent Blending login - If your system is configured with Agent Blending, the following table describes the agent logins used. Agent type Login Joins job Handles calls ACD ACD outbound Outbound calls on Avaya PDS and inbound calls on ACD Intelligent Call Blending logon - If your system is configured with Intelligent Call Blending, the following table describes the agent logins used. Agent type Login Joins job Handles calls Inbound i inbound or blend Inbound calls on Avaya Proactive Contact Blend b blend Inbound and outbound calls on Avaya Proactive Contact User account guidelines Use the following guidelines when creating user accounts: 32 Administering Avaya Proactive Contact (UNIX-based Interface)