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Unformatted text preview: Avaya™ Communication Manager Contact Center Guide to ACD Contact Centers Release 1.3 555-233-516 Issue 1.0 May 2003 Downloaded from manuals search engine © 2003 Avaya Inc. All Rights Reserved. Part 15: Class A Statement For the MCC1, SCC1, G600, and CMC1 Media Gateways: 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. 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. 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 +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site: Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. 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. Downloaded from manuals search engine 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. 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. 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. 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. 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. TCP/IP facilities Customers may experience differences in product performance, reliability, and security, depending upon network configurations/design and topologies, even when the product performs as warranted. 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: 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. Trademarks • Avaya, MultiVantage, and Callmaster are trademarks of Avaya, Inc. • NICE Analyzer is a trademark of Centerpoint Solutions, Inc. All trademarks identified by the ® or ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Ordering information: Avaya Publications Center Voice: +1-207-866-6701 1-800-457-1764 (Toll-free, U.S. and Canada only) Fax: +1-207-626-7269 1-800-457-1764 (Toll-free, U.S. and Canada only) Write: Globalware Solutions 200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager [email protected] Document No. 555-230-516, Issue 1.0 May 2003 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 Avaya switch equipment described in this document and bearing a TIA TSB-168 label identification number complies with the Federal Communications Commission’s (FCC) 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 68.316 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 US can be obtained by contacting your local sales representative and are available on the following Web site: All Avaya switch products are compliant with Part 68 of the FCC rules, 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 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) signed by the Vice President of R&D, Avaya Inc., can be obtained by contacting your local sales representative and are available on the following Web site: Downloaded from manuals search engine Web: E-mail: Order: 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 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Comments To comment on this document, send e-mail to [email protected] Acknowledgment This document was written by the CRM Information Development group. Downloaded from manuals search engine Avaya™ Communication Manager Contact Center Guide to ACD Contact Centers Contents About this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contents and organization . Intended audience . . . . . Related documents. . . . . Administration documents contact center documents. How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 . . . . . . Chapter 1: Automatic Call Distribution (ACD) basics . . . . . . . . . . . . . . . . . . 13 14 14 14 15 16 17 Category A versus Category B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACD terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 18 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 22 22 23 23 24 24 What the ACD does . . . . . . . . . . Things to know before you start . . . Automatic-in processing of ACD calls DID processing of ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 25 25 26 Split queues . . . . . . . . . . . . . . . . Split queue call processing . . . . . . . . Things to know before you start . . . . Priority and normal split queues . . . . Split queue size . . . . . . . . . . . . Announcements for calls in a split queue . Answer supervision and abandoned calls Abandoned calls . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 26 26 27 27 27 29 29 29 30 30 30 30 31 31 31 . . . . Issue 1.0 May 2003 Downloaded from manuals search engine 5 Contents Night Service . . . . . . . . Hunt Group Night Service Trunk Group Night Service System Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 32 33 33 Distributing and handling calls . . . . . . Call distribution methods without EAS Call distribution methods with EAS . . How agents handle calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 34 36 37 ACD and call management systems — BCMS and Avaya CMS . . . . . . . . . . . . . . . Basic Call Management System (BCMS). . . . . . . . . . . . . . . . . . . . . . . . . Avaya Call Management System (CMS) (Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 46 Chapter 2: ACD contact center features . . . . . . . . . . . . . . . . . . . . . . . . . 53 List of contact center features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related feature or form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 54 Abandoned call search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Administering abandoned call search . . . . . . . . . . . . . . . . . . . . . . . . . . Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 55 56 Add/Remove Skills (Category A only). Administering Add/Remove Skills Considerations . . . . . . . . . . Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 57 58 58 Agent Call Handling . . . . . . . . . Administering Agent Call Handling Detailed description . . . . . . . Expanded technical information . Considerations . . . . . . . . . Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 59 60 67 69 70 Auto-Available Split/Skill Administering AAS . Detailed description. Considerations . . . Interactions . . . . . 46 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 74 74 75 75 Automatic Call Distribution Administering ACD . . Detailed description . Considerations . . . Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
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  • Fall '19
  • Daw Aye Mar
  • Telecommunications , Media technology, Computer telephony integration, Automatic call distributor

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