Avaya Call Center

[Pages:117]Avaya Call Center

Release 4.0 Automatic Call Distribution (ACD) Guide

07-600779 Release 4.0 February 2007

? 2000 - 2007 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 might 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 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 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 Avaya Support Web site:



License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License type(s)

Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server.

Copyright

Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

Third-party components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:



Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can 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 +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site:

Trademarks Avaya, the Avaya logo, COMPAS, DEFINITY, and MultiVantage are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners.

Downloading documents For the most current versions of documentation, see the Avaya Support Web site:

COMPAS This document is also available from the COMPAS database. The COMPAS ID for this document is 120426.

Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site:

Contents

Preface

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Other Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Associated application documentation . . . . . . . . . . . . . . . . . . . . . 14

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

ACD basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Communication server features . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 What a communication server does . . . . . . . . . . . . . . . . . . . . . . . 17 Trunks, trunk groups, and extensions . . . . . . . . . . . . . . . . . . . . . . 18 Automatic-in processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Communication server attendant . . . . . . . . . . . . . . . . . . . . . . . . . 19 Direct inward dialing processing . . . . . . . . . . . . . . . . . . . . . . . . . 19 DID processing example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

What the ACD does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 About the ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Things to know before you start . . . . . . . . . . . . . . . . . . . . . . . . . 21 Automatic-in processing of ACD calls . . . . . . . . . . . . . . . . . . . . . . 22

Split queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Split queue call processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Announcements for calls in a split queue . . . . . . . . . . . . . . . . . . . . 24 Answer supervision and abandoned calls . . . . . . . . . . . . . . . . . . . . 26 Intraflow and interflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Distributing and handling calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 About call distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Call distribution methods without EAS . . . . . . . . . . . . . . . . . . . . . 30 Call distribution methods with EAS . . . . . . . . . . . . . . . . . . . . . . . 32 How agents handle calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

ACD and call management systems - BCMS and Avaya CMS . . . . . . . . . . . 42 About BCMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 About CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

ACD call center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Abandoned Call Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 About Abandoned Call Search . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Administering abandoned call search . . . . . . . . . . . . . . . . . . . . . . 53

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Abandoned Call Search considerations . . . . . . . . . . . . . . . . . . . . . 54 ACD options by agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

ACD options by agent description . . . . . . . . . . . . . . . . . . . . . . . . 55 Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 ACD options by agent considerations . . . . . . . . . . . . . . . . . . . . . . 55 Add/Remove Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 About Add/Remove Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Forms and fields required for the Add/Remove Skills . . . . . . . . . . . . . 57 Add/Remove Skills feature considerations . . . . . . . . . . . . . . . . . . . 57 Interactions with other features and systems . . . . . . . . . . . . . . . . . . 57 Agent Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 About Agent Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Administering Agent Call Handling. . . . . . . . . . . . . . . . . . . . . . . . 59 Communication server controls . . . . . . . . . . . . . . . . . . . . . . . . . 60 Agent Call Handling considerations . . . . . . . . . . . . . . . . . . . . . . . 71 Agent Call Handling interactions . . . . . . . . . . . . . . . . . . . . . . . . . 73 Auto-Available Split/Skill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 About AAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Administering AAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 AAS detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 AAS considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 AAS interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 About ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Configuring a call center or call center with EAS checklist . . . . . . . . . . 82 Administering ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 ACD detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Avaya Business Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 About Avaya Business Advocate . . . . . . . . . . . . . . . . . . . . . . . . . 91 Administering Avaya Business Advocate . . . . . . . . . . . . . . . . . . . . 92 Call and agent selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Basic Call Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 About BCMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Administering BCMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 BCMS interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Best Service Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 About BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Benefits of BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 BSR requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Administering single-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . 107

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Administering multi-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Administering BSR polling over IP without the B-channel . . . . . . . . . . . 108 Interactions for BSR polling over IP without the B-channel feature . . . . . . 115 BSR detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Call surplus situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Agent surplus situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Alternate Selection on BSR Ties . . . . . . . . . . . . . . . . . . . . . . . . . 117 Vector commands for single-site BSR . . . . . . . . . . . . . . . . . . . . . . 119 Vector commands for multi-site BSR . . . . . . . . . . . . . . . . . . . . . . 121 BSR considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 BSR interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Call Prompting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 About Call Prompting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Administering Call Prompting . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Call Prompting considerations . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Call Prompting interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 About Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Administering Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Call Vectoring interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Direct Agent Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 About DAC calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Administering DAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 DAC considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Direct Agent Call (DAC) interactions . . . . . . . . . . . . . . . . . . . . . . . 143 Expert Agent Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 About EAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Administering EAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Administering Direct Agent Announcement . . . . . . . . . . . . . . . . . . . 147 Detailed administration for EAS . . . . . . . . . . . . . . . . . . . . . . . . . 148 Call handling preference administration . . . . . . . . . . . . . . . . . . . . . 149 EAS considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 EAS interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Forced Agent Logout from ACW mode . . . . . . . . . . . . . . . . . . . . . . . 155 About Forced Agent Logout from ACW mode . . . . . . . . . . . . . . . . . . 155 Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Administering Forced Agent Logout from ACW mode . . . . . . . . . . . . . 156 Forced Agent Logout from ACW interactions . . . . . . . . . . . . . . . . . . 157 Forced Agent Logout by Clock Time . . . . . . . . . . . . . . . . . . . . . . . . . 158

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About Forced Agent Logout by Clock Time . . . . . . . . . . . . . . . . . . . 158 Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Cancelling forced logouts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Administering Forced Agent Logout by Clock Time . . . . . . . . . . . . . . 159 Forced Agent Logout from Clock Time interactions . . . . . . . . . . . . . . 160 Forced Agent Logout from Clock Time example . . . . . . . . . . . . . . . . 162 Inbound Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 About ICM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Administering ICM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 ICM detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 ICM considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 ICM interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Information Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 About Information Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Administering User-to-User Information transport . . . . . . . . . . . . . . . 172 Information Forwarding detailed description . . . . . . . . . . . . . . . . . . 174 Administering the UUI IE station button . . . . . . . . . . . . . . . . . . . . . 175 Information Forwarding considerations . . . . . . . . . . . . . . . . . . . . . 175 Information Forwarding interactions . . . . . . . . . . . . . . . . . . . . . . . 177 Intraflow and Interflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 About Intraflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 About Interflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 Administering Intraflow and Interflow . . . . . . . . . . . . . . . . . . . . . . 179 Intraflow and Interflow detailed description . . . . . . . . . . . . . . . . . . . 179 Interflow and Intraflow considerations . . . . . . . . . . . . . . . . . . . . . . 180 Interflow and Intraflow interactions . . . . . . . . . . . . . . . . . . . . . . . 180 Location Preference Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Description of Location Preference Distribution . . . . . . . . . . . . . . . . 181 Reasons to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182 About location numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182 Call-handling conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 How to administer Location Preference Distribution . . . . . . . . . . . . . . 185 Local Preference Distribution interactions . . . . . . . . . . . . . . . . . . . 185 Look-Ahead Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 About LAI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 Administering LAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 LAI considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Multiple Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

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Administering MCH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194 MCH applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194 MCH settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195 MCH considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 MCH interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Network Call Redirection (NCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Queue Status Indications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 About Queue Status Indications . . . . . . . . . . . . . . . . . . . . . . . . . 201 Administering Queue Status Indications. . . . . . . . . . . . . . . . . . . . . 201 Queue Status Indication detailed description . . . . . . . . . . . . . . . . . . 202 Queue Status Indication interactions . . . . . . . . . . . . . . . . . . . . . . 203 Proactive Contact outbound calling improved reporting . . . . . . . . . . . . . . 204 About Proactive Contact outbound calling improved reporting . . . . . . . . 204 Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 Switch-classified and non switch-classified calls . . . . . . . . . . . . . . . . 205 The Proactive Contact outbound calling process . . . . . . . . . . . . . . . . 205 Launching switch-classified outbound calls . . . . . . . . . . . . . . . . . . 206 Launching non switch-classified outbound calls . . . . . . . . . . . . . . . . 207 Administering PC switch-classified calls for improved reporting . . . . . . . 208 Administering PC non switch-classified calls for improved reporting. . . . . 208 Proactive Contact improved reporting interactions . . . . . . . . . . . . . . . 209 Reason codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 About reason codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 Administering reason codes . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 Reason code detailed description . . . . . . . . . . . . . . . . . . . . . . . . 211 Reason code considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 212 Reason code interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213 Redirection on No Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214 About RONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214 Administering RONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215 RONA detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215 RONA application examples . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 RONA considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 RONA interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 Interactions with other ringing call timers . . . . . . . . . . . . . . . . . . . . 225 Redirection on IP Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227 ROIF description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227 How ROIF works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227 Administering ROIF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

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Contents

ROIF considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228 ROIF interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229 Remote Logout of Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231 Description of Remote Logout of Agent . . . . . . . . . . . . . . . . . . . . . 231 Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232 Administering Remote Logout of Agent . . . . . . . . . . . . . . . . . . . . . 232 Locally logging out an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . 232 Administering Remote Logout of Agent using a VDN. . . . . . . . . . . . . . 233 Remotely logging out an agent using the assigned VDN . . . . . . . . . . . . 234 Remote Logout of Agent failures . . . . . . . . . . . . . . . . . . . . . . . . . 234 Remote Logout of Agent interactions . . . . . . . . . . . . . . . . . . . . . . 234 Reporting adjuncts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236 Considerations for interfacing with the reporting adjuncts . . . . . . . . . . 236 Administering reporting adjuncts on CM . . . . . . . . . . . . . . . . . . . . 239 Adding the reporting adjunct nodes . . . . . . . . . . . . . . . . . . . . . . . 239 Administering CCR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240 Administering CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 Administering both reporting adjuncts at the same time with CM 4.0 . . . . . 243 Service Level Maximizer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 MAO. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 Auto-reserve agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 Service Observing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 About Service Observing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Administering Service Observing . . . . . . . . . . . . . . . . . . . . . . . . 247 Service Observing detailed description . . . . . . . . . . . . . . . . . . . . . 248 Service Observing indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 Service Observing considerations . . . . . . . . . . . . . . . . . . . . . . . . 257 Service Observing interactions . . . . . . . . . . . . . . . . . . . . . . . . . . 259 Service Observing with Multiple Observers . . . . . . . . . . . . . . . . . . . . . 262 Service Observing with Multiple Observers description . . . . . . . . . . . . 263 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263 Administering Service Observing with Multiple Observers. . . . . . . . . . . 264 Service Observing with Multiple Observers interactions . . . . . . . . . . . . 264 Service Observing with Multiple Observers example . . . . . . . . . . . . . . 265 Universal Call ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266 About UCID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266 How are UCIDs tracked? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268 UCID interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274 Administering the UCID feature. . . . . . . . . . . . . . . . . . . . . . . . . . 275

8 Avaya Call Center Automatic Call Distribution (ACD) Guide

February 2007

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