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1 Avaya Aura Call Center Release 5.2 What s New for Avaya Aura Call Center Release 5.2 April 2009

2 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 support.avaya.com/licenseinfo/ ("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 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 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: 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 in the United States. For additional support telephone numbers, see the Avaya Support Web site:

3 Contents Preface Purpose Audience Related documents Other Call Center documents Associated application documentation Availability Call Center 5.2 enhancements Interruptible Aux work Percentage Allocation Routing Route Calls to Agents by Skill Level Multinational CPN Prefixes Reporting Adjunct Release fields support latest releases Index What s New for Avaya Call Center 5.2 April

4 Contents 4 What s New for Avaya Call Center 5.2 April 2009

5 Preface This document presents the enhancements added for Call Center Release 5.2 (R5.2). This section contains the following topics: Purpose on page 5 Audience on page 5 Related documents on page 5 Availability on page 6 Purpose The purpose of this document is to describe the new features in Avaya Call Center 5.2. Audience This guide is intended primarily for existing call center customers who are upgrading to Avaya Call Center R5.2. Related documents The Call Center 5.2 includes the following documentation: Other Call Center documents on page 6 Associated application documentation on page 6 What s New for Avaya Call Center 5.2 April

6 Preface Other Call Center documents These additional documents are issued for Avaya Call Center applications: Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference - Provides information on how to write, use, and troubleshoot vectors, which are command sequences that process telephone calls in an Automatic Call Distribution (ACD) environment. Avaya Aura Call Center 5.2 Automatic Call Distribution Reference - Provides feature descriptions and some implementation guidance for call center features. Avaya Communication Manager Call Center Software - Basic Call Management System (BCMS) Operations - Provides information on the use of the BCMS feature for ACD reporting. Avaya Business Advocate User Guide - Provides a general understanding of how Avaya Business Advocate can be used for call and agent selection. Avaya IQ Documentation DVD - Provides information about Avaya s software-only reporting solution for its contact center portfolio. Associated application documentation The most recent application documentation for Avaya Communication Manager and Avaya Call Management System is available on the Avaya Support web site: Availability Copies of Avaya Call Center documentation are available from the Avaya Support web site, Note: Note: Always visit the Avaya Support web site to verify you have the latest version of the Call Center documentation. Additional information about new software or hardware updates will be contained in future issues of this document. New issues of this document will be placed on the Web site when available. 6 What s New for Avaya Call Center 5.2 April 2009

7 Call Center 5.2 enhancements Avaya Call Center Release 5.2 offers new features and enhancements to the functionality provided by Call Center Release 5.0 and its successor Service Pack releases. This document contains an overview of the changes and additions in Call Center Release 5.2. Each topic in this document contains references to the Call Center documents where detailed information is located. This section includes the following topics: Interruptible Aux work on page 8 Percentage Allocation Routing on page 9 Route Calls to Agents by Skill Level on page 10 Multinational CPN Prefixes on page 11 What s New for Avaya Call Center 5.2 April

8 Call Center 5.2 enhancements Interruptible Aux work If a skill s designated service level is not met, unavailable EAS agents who are in Auxiliary (AUX) work mode and have an interruptible reason code can be made available. Using this feature, for example, during the call volume spikes, you can use agents in Auxiliary (AUX) work mode to achieve the desired service level. You can enable Interruptible Aux by: Setting the Interruptible Aux Threshold for any skill/hunt group to service-level-target Setting the Interruptible parameter on specific Reason Codes to 'y' Identifying interruptible agents by setting the Reserve Level (RL) field of an agent's skills to one of the "interruptible" values described below When the service level threshold for an interruptible hunt group (skill) is exceeded, agents with that interruptible skill who are in AUX with an interruptible reason code are notified that they are needed. The notification consists of a display message ("You are needed"), flashing auto-in and/or manual-in buttons and an audible tone. Agents who move to an interruptible Aux mode after the threshold is exceeded are also notified. The duration of notification to "Auto-In-Interrupt ("forced interruptible")" agents is administrable using the Interruptible Aux Notification Timer (sec) field on page 13 of feature-related system-parameters form. Notification to "requested" agents continues until a further event, such as the agent becoming available or logging off, takes place or the service level threshold is no longer exceeded. Auto-in-Interrupt ("forced interruptable") agents become available after the timer expires, except if they are on a non-acd call, alerting, etc. A "forced" interruptible agent administered as Auto Answer is treated as "requested interruptible," not forced. This prevents a situation in which a call is delivered and automatically answered by the endpoint but no one answers the caller. Manual-in-Interrupt and Notify-Interrupt (also referred to as "requested interruptible") agents are notified but remain in AUX until they make themselves available. Agents who become available after being interrupted from AUX are made available for all of their skills, not just the one that exceeded its service level threshold. Important:! Important: With this release the administration of agent skills for interruptible AUX is not supported by Avaya CMS (R15 or earlier) or Avaya IQ (5.0 or earlier). The setting for interruptible AUX type using the RL field can only be done using CM administration. Once interruptible AUX is defined for any of the agent's skills, CMS can not display or change any skills for that agent using the CMS Change Agent Skills window. This same interaction occurs with IQ management of contact center preferences related to agents (queue and call handling assignments). All further skill/queue changes for those agents that have interruptible AUX assigned on the Agent Login ID screen must be done using switch administration. Please refer to the CM release notes and Product Support Notices on the Avaya Support Web site: for late-breaking information about this feature. 8 What s New for Avaya Call Center 5.2 April 2009

9 Percentage Allocation Routing Related topic For more information, see the following: Interruptible Aux work in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference Percentage Allocation Routing This feature allows you to distribute inbound calls for certain applications proportionally across different local or remote resources or answering points using VDNs. Calls placed to a particular VDN with a Policy Routing Table (PRT) assigned instead of a vector will be routed among a list of destination VDNs based on target percentages. The list of destination (route-to) VDNs along with the desired target percentages is assigned using a new PRT screen. Up to 15 route-to VDNs can be assigned on a PRT and up to 2,000 PRTs are available in the larger servers. The VDN screen has been modified to support assigning a PRT number instead of a vector number for handling the calls to the VDN. This capability is available with the Communication Manager 5.2 software when the Call Center Software is upgraded to 5.0. Percentage Allocation is useful for segmented call handling or outsourcing and optimizing call handling in a multiple location enterprise. This feature offers a way to assure meeting service level agreements. A PRT can be assigned to multiple VDNs and there are no restrictions for the route-to VDNs other than they must be valid assigned VDNs. The PRT form shows the actual percentage distribution and call counts when displayed in a working system. An application example is a call center that uses one or more outsourcers in addition to its own staff. Each of the outsourcers has a different location-specific service agreement that specifies the percentage of the total calls that they are to receive. This application can then be served by setting up a PRT form with a route-to VDN for each of the outsourcers along with one for the local staff. The desired percentage of the total calls is then assigned as the target percentage for each of the route-to VDNs. For example, 20% for VDN1, 25% for VDN2, 45% for VDN3 and 10% for VDN4. Each of the outsource VDNs will then have a vector assigned that contains a route-to number command which routes to the phone number to reach the outsourcer call center. The vector assigned to the local staff VDN contains the usual wait treatment and queue commands for handling the percentage of total calls that are to be routed to the local skill(s). Related topics For more information, see the following: Policy Routing Table screen in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference What s New for Avaya Call Center 5.2 April

10 Call Center 5.2 enhancements Percentage Allocation Routing section in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference Route Calls to Agents by Skill Level Under agent surplus conditions, this feature allows you to request selection of an agent with a particular skill level. Using vector processing, you can apply skill level as well as skill (and other factors) in agent selection. This additional call routing criterion can be specified by using the new optional skill level preference parameter in the check skill vector command. Examples: check skill 6 pri h if available-agents > 2 pref-level 16 (prefer specific skill level 16: lowest level) check skill 6 pri h if available-agents > 2 pref-range 1 to 3 (prefer skill level range 1-3: best) check skill 6 pri h if available-agents > 0 all-levels (no skill level preference - existing behavior) The following scenario can help explain the usage of this functionality: A customer decides that out of the 16 different skill levels that can be used to support Skill 5 Widget, they prefer not to route calls to the most skilled agents (those at skill levels 1, 2, 3) but to the trainees, whose skill level is 10. If there are "Skill 5 Widget" agents available with skill level 10, the calls are routed to those agents. But if agents with skill level 10 are not available, the calls are routed to any agent that is available for skill 5. If there are no available agents for skill 5, the calls are queued, with low priority, to skill 5. The following command will implement these preferences: check skill 5 pri l if available-agents >0 pref-level 10 queue-to skill 5 pri l Important:! Important: With this release the administration of skill level preference on the check step can not be done using Avaya CMS vector administration (R15 or earlier). CM administration will be required to add check steps with the pref-level parameter and any vectors that contain these steps can not be accessed by CMS vector administration. Please refer to the CM release notes and Product Support Notices on the Avaya Support Web site: for late-breaking information about this feature. 10 What s New for Avaya Call Center 5.2 April 2009

11 Multinational CPN Prefixes Related topics For more information, see the following: Reporting adjuncts in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference Multinational CPN Prefixes This enhancement extends multi-national calling party number (CPN) support to optionally pass the CPN prefix to VDNs, Vectors, and Vector Routing Tables, in addition to other areas of call processing. CPN prefixes can be used, for example, to differentiate between similar calling codes of various cities and countries to unambiguously identify the source of a call. This allows you to prioritize and route calls more intelligently, such as by automatically routing calls from Germany to a German speaking agent. For instance, the country code for Germany and the city code for Padova, Italy, are the same (49). Although the calls from these two locations begin with the same digits, the prefix in a multinational CPN helps differentiate between local/national and international numbers. This allows Communication Manager to identify calls as national (NTL) or international (INTL). The values, NTL and INTL, also appear on agent s telephone. Accordingly, the agent can give priority to international calls and save toll charges. You can set up this feature for the whole system and, if required, override for a VDN. Related topic For more information, see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference. Reporting Adjunct Release fields support latest releases The Reporting Adjunct Release fields on the feature related system parameters form now support CMS releases R14.1 (adds SA9062 support) and CMS R15 as well as IQ 5.0. Related topic For more information, see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference. What s New for Avaya Call Center 5.2 April

12 Call Center 5.2 enhancements 12 What s New for Avaya Call Center 5.2 April 2009

13 Index Index C Call Center 5.2 enhancements P Preface audience availability purpose related documents associated application documentation other Call Center documents What s New for Avaya Call Center 5.2 April

14 Index 14 What s New for Avaya Call Center 5.2 April 2009

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