IP Office - Job Aid CCC Installation Hints & Tips Summary This document provides an overview of the best practice to adopt when installing CCC. Also included are some of the common mistakes to be avoided. 075 Issue 1 (26th January 2004)
Page 2 - Contents Contents Introduction... 3 Planning... 3 Programming... 4 Hunt Groups Hunt group... 4 Hunt Groups Voicemail...4 Hunt Groups Fallback...5 Hunt Groups Queuing...5 Hunt Groups Voice Recording... 6 Agents - User... 6 Agents - Telephony... 7 Agent Button Programming... 7 Incoming Call Route... 7 Report Manager... 8 Report Manager Common Mistakes... 9 Report Manager Tier 3 case reports... 9 Call Flow Guides... 10 Direct call routing makes reporting simple... 10 Complicated Call routing is to be avoided... 11 Page 2 - Contents CCC Installation Hints & Tips 075 Issue 1 (26th January 2004)
Introduction This document contains: Overview of good installation practice Hints and Tips on the CCC and IP Office setup Reporting tips Site specific issues found. Introduction - Page 3 Planning The Contact Call Center or CCC requires pre-installation planning and documentation as follows: Write out the call flow to look for errors where calls could be lost or Reporting conflicts occur. The correct specification for the CCC server and client computers is required before installation begins (See Installation Manual) The CCC relies on both the correct installation and programming of the IP Office Switch platform and the CCC applications and SQL databases Check the number of Voice Mail ports available if you are queuing or Call Recording The customers call flow will need to be adapted to present the incoming calls to the correct targets, Groups and Hot Desk agents should be correctly assigned and named. The correct license keys will be required to start all applications and real time archiving of call data used for historical reporting The customers network cabling between the IP Office and the Call Center Manager server and client computers should be tested for Jitter, Packet loss and general network reliability. (This will create statistical problems with both the Report Manager package and the CCV real time displays). CCC Installation Hints & Tips Report Manager - Page 3 075 Issue 1 (26th January 2004) Planning
Page 4 - Report Manager Programming The CCC reports against Agents, Hunt Groups, Trunks, Voicemail ports and their associated features. The following are the recommended settings for correct and simple implementation that will help secure correct reporting using the standard reports. Pay careful attention to Agent and Group names for illegal characters and duplicate numbers. Hunt Groups Hunt group Always use: A unique Name* A unique Number** Unique names and numbers are very important. Illegal characters, e.g. comas in names, etc. and duplicate numbers must be avoided. These will cause reporting data to be wrongly indexed and so reports will be incorrect. * Alpha/numeric characters only. Do not use commas, periods, etc. ** Up to four digits in the range 0-8999 Only enter Call Center agents. Non-CCC agents in the group will cause the reports to be incorrect. Agent and Group reports will differ from DID reports because calls answered will not be indexed correctly. CCV will also be visually and numerically incorrect. Hunt Groups Voicemail Voicemail On Check that this is turned off for a Call Center Group. If this option is turned on it can cause Call Center Group calls to reach voicemail instead of ringing and waiting on agents. Call Center reporting will also be incorrect. Page 4 - Report Manager CCC Installation Hints & Tips Hunt Groups Hunt group 075 Issue 1 (26th January 2004)
Hunt Groups Fallback Programming - Page 5 Time Profiles Always use Time Profiles that are unique to the Call Center. If not, then any changes made to a general time profile will also affect the Call Center; which may not be appropriate. Hunt Groups Queuing Queuing Limit Always consider available Voicemail channels before setting this number. Too many callers in queue will affect voicemail access for all system users and create very long Longest wait answered/lost times. Busy tone is sometimes better. Queue Ring Time Give the Call Center agents time to answer the call. If the ring time is too short calls will start queue messages before agents can answer the Initial call. Affects, Long customer wait times. CCC Installation Hints & Tips Programming - Page 5 075 Issue 1 (26th January 2004) Hunt Groups Fallback
Page 6 - Report Manager Hunt Groups Voice Recording Record Incoming Again the number of voicemail channels available is very important (see Queuing tab). Mandatory recording will return busy to callers if no ports are free. Record Time Profile Always make unique to the Call Center Time Profiles. Any change to a general time profile will also affect the Call Center; which is not always considered when changes are made. Agents - User Name/Extension Unique names and numbers are essential for correct Data collection. Duplicates will cause reporting data to be Wrongly indexed and so reports will be Incorrect. Page 6 - Report Manager CCC Installation Hints & Tips Hunt Groups Voice Recording 075 Issue 1 (26th January 2004)
Agents - Telephony Programming - Page 7 Forced Log-in/Login Code Without these call data will not be indexed correctly and so Agent and group Reports will not match DID reports. Reporting will be distorted. Wrap-up Time This will give the agents time to complete (wrap-up) their existing call and prepare for the next one to be presented. Agent Button Programming For agents using 24xx, 44xx or 64xx series telephones some telephone functions are allocated to hard keys. However, it is advisable to allocated soft (DSS) keys to some functions to speed agent use. Group key Provides visual indication of Group calls status (waiting/busy). For Agents not within a Group, can also be used to answer calls when all agents in that group are busy. Send All Calls When on, all calls to agent are sent to their mailbox. Note that SAC toggles. Hence, when SAC is on then DND on/off becomes redundant. Drop With 44xx/64xx Drop can be found in the telephone menu, but for speed of agent use could also be allocated to a DSS button. Headset Toggle With 44xx/64xx Headset can be found in the telephone menu, but for speed of agent use could also be allocated to a DSS button. Busy wrap-up Use Hunt Group Enable to toggle enable/disable for busy wrap-up. Busy not available Use DND on/off for correct absence state data. Note that SAC toggles. Hence, when SAC is on then DND on/off becomes redundant. Incoming Call Route Destination Direct Call routing will simplify the data for call reporting. Calls directed straight to the hunt group makes reporting easier. Agents will be presented with calls directly, no voicemail misrouting or incorrect key presses will affect the call center and reports. CCC Installation Hints & Tips Programming - Page 7 075 Issue 1 (26th January 2004) Agents - Telephony
Page 8 - Report Manager Report Manager Reporting on the CCC has two Variations, Report Viewer and Report Designer. Report Viewer (free with the Supervisor license) uses the standard reports supplied with the CCC. Report Designer (a separate chargeable package) allows you to modify those reports and create your own Report manager is licensed on the IP Office. All reports have a description tab which explains each column and the information reported within. Many reports look similar but DO NOT reflect the same data and should never be compared. The three key words for reporting on CCC are Hierarchy, Target and Summary. Hierarchy The highest group number assigned (of which the Call Center agents are members) will collect the reporting information. Target The Group or Agent DN will collect all the reporting information against it s own specific number. Summary An overview of information for the selected variable, i.e. System summary. Example of Hierarchy reporting groups Call Center AGTSR Call Center 1 800 Call Center 2 8001 Call Center 3 8002 Page 8 - Report Manager CCC Installation Hints & Tips 075 Issue 1 (26th January 2004)
Report Manager - Page 9 Report Manager Common Mistakes A new group containing the call center agents is created higher than the Reporting group number - Agent Group Tabular Summary Reports fail to show data. Groups will return No data to fetch This is because the new highest Group is now collecting the data and hence replacing the old value. Users from outside the Call Center Group pick up calls using a group key. Hence, Group calls answered to calls presented do not match. Calls answered by agents will no longer match calls presented and answered by the group. This will cause reports such as target group answered to differ to agent Group tabular. There are too many Agents logged on for the number of agent licenses Data inconsistencies. If the agent license is only for 10 agents (when there are more than 10 agents), then only the first ten agents logged on will show on CCV and will have their Calls and report information indexed. Reports will not now total correctly as Data is not indexed for the remainder of the agents. Auto Attendant front ending a Call Center s DID lines. This will cause data Inconsistencies. DID Reports will show higher figures than group calls presented because there could be Dial by Name, operator transfers and Direct Extension calling on the Menu that answers the Auto Attendant. Hence, reporting will be incorrect. Report Manager Tier 3 case reports Below are some of the Reporting problems that tier 3 support has dealt with on CCC installations. DID reports shows more calls presented to the IP Office than the agent group shows as Answered or Lost. Reason Usually there is an Auto attendant in the call flow or users are picking calls up from outside of the agent group. Agent Group Tabular Summary Report shows more calls than to the agent than the Target Summary Report. Reason The target report shows calls answered for that target DN but the AGTSR shows all calls to that agent including transfers into the group and within the group Agent Group Tabular Summary Report Log on / Log off totals do not equal 24 hours when ran over a 24 hour period. Reason Delta Server has either been stopped or network error has disconnected the Delta Server from the IP Office. This will effect all reports for that day and call history can only be used as a guide Agent log-on is invalid because licenses have been exceeded Reason All calls taken by this agent will not register against the group or target reports, call reports for the groups involved will be for guidance only Agent Group Tabular Summary Report fails to refresh with new data or all of the agents in the report, historically the data is still refreshed. Reason An agent group has been created with a higher number than the existing group and the data is now being attached to the new number. (This is the highest reported issue and is very easily avoided by creating a group with all agents in with a very high DN i.e. 8999). CCC Installation Hints & Tips Report Manager - Page 9 075 Issue 1 (26th January 2004) Report Manager Common Mistakes
Call Flow Guides Call Flow Guides - Page 10 Direct call routing makes reporting simple This is a standard call flow, the DID rings the system, the system passes the call direct to the group and an agent answer the call that is ringing the group. No other intervention apart from queue is required. Reports should reflect calls in to calls to group to answered/lost. Incoming Call DID 8000 Ring Agent Group Call Centre YES Agent Answers Call? NO CCV Call Stats. Updated and data archived to SQL database Call Queuing plays message and call returns to Group Call Complete Call Returns to Agent Group Call Center CCC Installation Hints & Tips Call Flow Guides - Page 10 075 Issue 1 (26th January 2004) Direct call routing makes reporting simple
Call Flow Guides - Page 11 Complicated Call routing is to be avoided This is where discrepancies can arise. Calls on DID s can be more than simply presented to the groups because the caller has the choice of multiple groups, Dial by name, direct extension transfers etc. Agent reports will never equal calls presented. Group reports will also differ and lost calls against the DID cannot be cross-referenced to the agents not taking the call as the call could have been lost anywhere. Incoming Call DID 8000 Auto Attendant Option 1 Option 2 Option 3 Option 2 Dial by name Option 3 Leave message Option 1 Ring Agent Group Call Center YES Agent Answers Call? NO CCV Call Stats. Updated and data archived to SQL database Call Queuing plays message and call returns to Group Call Complete Call Returns to Agent Group Call Center CCC Installation Hints & Tips Call Flow Guides - Page 11 075 Issue 1 (26th January 2004) Complicated Call routing is to be avoided
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