Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide

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1 Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide Release 4.0 February 2007

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 ("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: COMPAS This document is also available from the COMPAS database. The COMPAS ID for this document is 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. 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3 Contents Preface Purpose Audience Reasons for reissue Related documents Other Call Center documents Associated application documentation Availability ACD basics 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 What the ACD does About the ACD Things to know before you start Automatic-in processing of ACD calls Split queues Split queue call processing Announcements for calls in a split queue Answer supervision and abandoned calls Intraflow and interflow Night Service Distributing and handling calls About call distribution Call distribution methods without EAS Call distribution methods with EAS How agents handle calls ACD and call management systems - BCMS and Avaya CMS About BCMS About CMS ACD call center features Abandoned Call Search About Abandoned Call Search Administering abandoned call search Avaya Call Center Automatic Call Distribution (ACD) Guide February

4 Contents Abandoned Call Search considerations ACD options by agent ACD options by agent description Reason to use ACD options by agent considerations Add/Remove Skills About Add/Remove Skills Forms and fields required for the Add/Remove Skills Add/Remove Skills feature considerations Interactions with other features and systems Agent Call Handling About Agent Call Handling Administering Agent Call Handling Communication server controls Agent Call Handling considerations Agent Call Handling interactions Auto-Available Split/Skill About AAS Administering AAS AAS detailed description AAS considerations AAS interactions Automatic Call Distribution About ACD Configuring a call center or call center with EAS checklist Administering ACD ACD detailed description Avaya Business Advocate About Avaya Business Advocate Administering Avaya Business Advocate Call and agent selection Basic Call Management System About BCMS Administering BCMS BCMS interactions Best Service Routing About BSR Benefits of BSR BSR requirements Administering single-site BSR Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

5 Contents Administering multi-site BSR Administering BSR polling over IP without the B-channel Interactions for BSR polling over IP without the B-channel feature BSR detailed description Call surplus situations Agent surplus situations Alternate Selection on BSR Ties Vector commands for single-site BSR Vector commands for multi-site BSR BSR considerations BSR interactions Call Prompting About Call Prompting Administering Call Prompting Call Prompting considerations Call Prompting interactions Call Vectoring About Call Vectoring Administering Call Vectoring Call Vectoring interactions Direct Agent Calling About DAC calling Administering DAC DAC considerations Direct Agent Call (DAC) interactions Expert Agent Selection About EAS Administering EAS Administering Direct Agent Announcement Detailed administration for EAS Call handling preference administration EAS considerations EAS interactions Forced Agent Logout from ACW mode About Forced Agent Logout from ACW mode Reason to use Prerequisites Administering Forced Agent Logout from ACW mode Forced Agent Logout from ACW interactions Forced Agent Logout by Clock Time Avaya Call Center Automatic Call Distribution (ACD) Guide February

6 Contents About Forced Agent Logout by Clock Time Reason to use Prerequisites Cancelling forced logouts Administering Forced Agent Logout by Clock Time Forced Agent Logout from Clock Time interactions Forced Agent Logout from Clock Time example Inbound Call Management About ICM Administering ICM ICM detailed description ICM considerations ICM interactions Information Forwarding About Information Forwarding Administering User-to-User Information transport Information Forwarding detailed description Administering the UUI IE station button Information Forwarding considerations Information Forwarding interactions Intraflow and Interflow About Intraflow About Interflow Administering Intraflow and Interflow Intraflow and Interflow detailed description Interflow and Intraflow considerations Interflow and Intraflow interactions Location Preference Distribution Description of Location Preference Distribution Reasons to use Prerequisites About location numbers Call-handling conditions How to administer Location Preference Distribution Local Preference Distribution interactions Look-Ahead Interflow About LAI Administering LAI LAI considerations Multiple Call Handling Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

7 Contents Administering MCH MCH applications MCH settings MCH considerations MCH interactions Network Call Redirection (NCR) Queue Status Indications About Queue Status Indications Administering Queue Status Indications Queue Status Indication detailed description Queue Status Indication interactions Proactive Contact outbound calling improved reporting About Proactive Contact outbound calling improved reporting Reason to use Prerequisites Switch-classified and non switch-classified calls The Proactive Contact outbound calling process Launching switch-classified outbound calls Launching non switch-classified outbound calls Administering PC switch-classified calls for improved reporting Administering PC non switch-classified calls for improved reporting Proactive Contact improved reporting interactions Reason codes About reason codes Administering reason codes Reason code detailed description Reason code considerations Reason code interactions Redirection on No Answer About RONA Administering RONA RONA detailed description RONA application examples RONA considerations RONA interactions Interactions with other ringing call timers Redirection on IP Failure ROIF description How ROIF works Administering ROIF Avaya Call Center Automatic Call Distribution (ACD) Guide February

8 Contents ROIF considerations ROIF interactions Remote Logout of Agent Description of Remote Logout of Agent Reason to use Prerequisites Administering Remote Logout of Agent Locally logging out an agent Administering Remote Logout of Agent using a VDN Remotely logging out an agent using the assigned VDN Remote Logout of Agent failures Remote Logout of Agent interactions Reporting adjuncts Considerations for interfacing with the reporting adjuncts Administering reporting adjuncts on CM Adding the reporting adjunct nodes Administering CCR Administering CMS Administering both reporting adjuncts at the same time with CM Service Level Maximizer MAO Auto-reserve agents Service Observing About Service Observing Administering Service Observing Service Observing detailed description Service Observing indicators Service Observing considerations Service Observing interactions Service Observing with Multiple Observers Service Observing with Multiple Observers description Prerequisites Administering Service Observing with Multiple Observers Service Observing with Multiple Observers interactions Service Observing with Multiple Observers example Universal Call ID About UCID How are UCIDs tracked? UCID interactions Administering the UCID feature Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

9 Contents UCID considerations Variables in Vectors VDN in a Coverage Path About VICP Administering VICP VICP considerations VICP interactions VDN of Origin Announcement About VOA Administering VOA VOA detailed description VOA considerations VOA interactions VDN Time Zone Offset Reason to use VDN Time Zone Offset Operation Interactions with other features Example of VDN Time Zone Offset How to administer VDN Time Zone Offset VDN Variables Reason to use Voice Response Integration About VRI Administering VRI VRI detailed description VRI interactions VuStats About VuStats Administering VuStats VuStats detailed description VuStats considerations VuStats interactions VuStats display interactions and modifications for IP telephones ACD Call Center screens Agent LoginID screen Agent LoginID administration commands Agent LoginID field descriptions List Agent-LoginID field descriptions Best Service Routing Application Plan Avaya Call Center Automatic Call Distribution (ACD) Guide February

10 Contents BSR administration commands BSR application field descriptions BCMS/VuStats Login ID screen About the BCMS/VuStats Login ID screen BCMS/VuStats login ID administration commands BCMS/VuStats field descriptions Implementation notes Call Classification screen ASAI SCC operation How the call classifier is inserted How the call attempt is rejected About the SIT Treatment for Call Classification screen SIT Treatment for Call Classification administration commands SIT Treatment for Call Classification field descriptions Call Vector screen Call Vector administration commands Field descriptions of Call Vector screen Duplicate Vector screen Feature-Related System Parameters screen System Parameter administration commands Agent and Call Selection screen field descriptions Call Center Miscellaneous field descriptions Call Center System Parameters field descriptions EAS page field descriptions Forced Agent Logout Parameters field descriptions Holiday Table screen Holiday table administration commands Holiday Table screen field descriptions Implementation notes for entering dates About administering a holiday table Hunt Group screen About hunt groups About the Hunt Group screen Hunt Group screen field descriptions Hunt Group administration commands Reason Code Names screen Administration commands for the Reason Code Names screen Reason Code Names field descriptions Service Hours Table screen Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

11 Contents Service Hours Table administration commands Service Hours Table field descriptions Vector Directory Number screen About VDNs VDN administration commands Vector Directory Number field descriptions Implementation notes Vector Routing Table screen About the Vector Routing Table Vector Routing Table administration commands Vector Routing Table field descriptions VuStats Display Format screen About the VuStats Display Format screen VuStats Display Format administration commands VuStats Display Format field descriptions List VuStats Display Format screen VuStats Display Formats field descriptions VuStats fields Implementing the Time of Day Clock Synchronization feature TOD synchronization methods Using NTP/SNTP to enable direct switch synchronization Scheduling Time Synchronization tasks through Avaya Site Administration. 386 Using NTP/SNTP to synchronize the switch to UTC time Using Avaya Site Administration to set up a TOD synchronization schedule Description Prerequisites Things to know before you set up a synchronization schedule Designing a TOD clock synchronization schedule Creating dedicated switch connections Setting up a TOD synchronization task schedule in Avaya Site Administration 396 About NTP/SNTP and Internet Time Servers Description of NTP/SNTP and Internet Time Servers SNTP on switch platforms that support direct synchronization Platforms that synchronize through an Avaya Site Administration client PC. 400 Setting up ACD offset times for CMS reporting About setting up ACD offset times for CMS reporting Offset procedure Avaya Call Center Automatic Call Distribution (ACD) Guide February

12 Contents Appendix A: Recorded announcements Administering recorded announcements Recorded announcement types Analog line types DS1 types Auxiliary trunk types Integrated types When to use recorded announcements About barge-in Barge-in operational details Non-barge-in operational details Integrated announcements and announcements recorded on external devices. 409 Procedures for recording announcements About these procedures Recording the announcement Stop recording the announcement Playing back the announcement Deleting the announcement Recorded announcements with features Recorded announcements, the ACD, and other call center features Recorded announcements and automatic wakeup Locally-sourced music and announcements Definitions About locally-sourced music and announcements About audio groups How the algorithm determines the most local source of an audio group Capabilities of locally-sourced music and announcements Appendix B: Administering VRUs/IVRs as station ports Appendix C: Avaya reporting adjuncts and Communication Manager compatibilities 421 Appendix D: Avaya servers and gateways Avaya media servers Gateways Glossary Index Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

13 Preface This section contains the following topics: Purpose on page 13 Audience on page 13 Reasons for reissue on page 14 Related documents on page 14 Availability on page 15 Purpose This document explains the features that comprise the Call Center Automatic Call Distribution (ACD). It provides an introduction to each call center feature and presents required forms for administration, detailed descriptions, considerations, and interactions between call center features. This document provides an overall reference for planning, operating, and administering your ACD Call Center. Audience This document is intended for communication server system administrators and managers, end-users interested in information about specific features, and Avaya support personnel responsible for planning, designing, configuring, selling, and supporting the system. Avaya Call Center Automatic Call Distribution (ACD) Guide February

14 Preface Reasons for reissue The following features have been added to this document to support Release 4.0: Agent enhancements Capacity increases Second pair of MIS links for connection to a new reporting adjunct Call vectoring enhancements Related documents You might find the following Avaya documentation useful. This section includes the following topics: Other Call Center documents on page 14 Associated application documentation on page 14 Other Call Center documents These additional documents are issued for Avaya Call Center applications: What s New for Avaya Call Center 4.0- Provides a high-level overview of the new features available for the most-current release. Avaya Call Center Call Vectoring and EAS Guide - 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 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. 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: 14 Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

15 Availability 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. Avaya Call Center Automatic Call Distribution (ACD) Guide February

16 Preface 16 Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

17 ACD basics This section includes the following topics: Communication server features on page 17 What the ACD does on page 21 Split queues on page 22 Distributing and handling calls on page 30 ACD and call management systems - BCMS and Avaya CMS on page 42 Communication server features This section includes the following topics: What a communication server does on page 17 Trunks, trunk groups, and extensions on page 18 Automatic-in processing on page 18 Communication server attendant on page 19 Direct inward dialing processing on page 19 DID processing example on page 20 What a communication server does A communication server is an electronic device that processes incoming, outgoing, and internal calls and connects them to the proper destinations. The telephone company communication server in your local area is called a Central Office (CO). A communication server owned by a company or organization processes incoming, outgoing, and internal calls. Throughout this section, the term communication server is used to refer to a company or organization s communication server. Avaya Call Center Automatic Call Distribution (ACD) Guide February

18 ACD basics Trunks, trunk groups, and extensions Incoming calls to a company first pass through the CO. The CO sends calls to the company communication server over trunks. Trunks are telephone lines that carry calls between two servers, between a CO and a server, or between a CO and a phone. The CO receives dialed digits from the caller, processes the digits, and seizes a trunk that is assigned those digits. After the CO seizes a trunk, it sends a continuing transmission to the destination phone or communication server, and no other calls can be sent over that trunk until the current call disconnects. Since a trunk can carry only one call at a time, trunk groups are usually created. A trunk group is a group of trunks that are assigned to the same digits. With a trunk group, the CO receives the digits of a dialed phone number and checks the trunk group assigned to that number to see if any of the trunks are available. The CO then seizes an available trunk. As many simultaneous calls can be made over a trunk group as there are trunks in that trunk group. A trunk group, therefore, can carry multiple calls for the same phone number. When a trunk group carries incoming calls (that is, calls made outside the company s communication server location) to the communication server, the communication server then connects the calls to their proper destinations within the company. The communication servers previously listed, in addition to connecting incoming calls to the proper destinations, are also like private COs for company employees. Employee phones are connected to a communication server by telephone lines called extensions. Extensions are then assigned numbers, and these numbers become the employee phone numbers for internal (intra-company) calls. Automatic-in processing Automatic-in processing is one type of call processing. With automatic-in processing, the CO processes all of the digits of an incoming call. The CO then seizes a trunk from the trunk group, but since processing is complete, the call connects directly to a destination identified in the communication server software. That destination can be a phone, a queue (in which callers wait to be answered in the order in which their call was received), or special treatment like an announcement. 18 Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

19 Communication server features Communication server attendant Incoming calls can also go to a communication server attendant. A communication server attendant is a person who manually routes calls to their proper destinations using an attendant console. Normally an attendant serves as an internal operator who transfers calls to the proper extensions. Often, a communication server will have more than one attendant, and all of the communication server s attendants will answer calls directed to the attendant queue, which holds calls until an attendant is available. The attendant queue receives internal calls made from employee extensions, and also receives incoming calls through DID processing and automatic-in processing. Attendant call handling varies, depending on the company s needs. However, if the attendant has an automatic-in number, it will normally be the number published in the phone book, and the DID number will most likely be used by off-site employees who know only the attendant s extension number. Centralized Attendant Service (CAS) is a communication server feature that enables attendants to be consolidated at one private-network location. The attended location is called the CAS main and each unattended location is called a CAS branch. At branch locations, calls requiring attendant services route by way of Release Link Trunks to the main location. Direct inward dialing processing With Direct Inward Dialing (DID) processing, incoming trunks do not connect the CO directly to an employee s phone; instead, the incoming trunks are pooled by the communication server, and this pool of trunks is then shared by employee phones. Extension numbers may serve as the final digits of employee phone numbers for incoming calls. That is the CO may assign a 2-3- or 4- digit prefix to a trunk group. Then, when a 7-digit employee phone number is dialed, the call is processed as follows: 1. The CO processes the prefix of the dialed number, and then seizes a trunk in the trunk group that is assigned that prefix. 2. The CO passes the remaining digits of the dialed number to the communication server. 3. The communication server recognizes the remaining digits as an employee extension number and sends the call to that extension. Avaya Call Center Automatic Call Distribution (ACD) Guide February

20 ACD basics DID processing example As an example of DID processing, say that Employee A has the external phone number and the extension number Employee B has the phone number and the extension number The steps in completing calls to Employees A and B might be as follows: 1. Employee A s client dials The CO serving Employee A s company identifies the digits 538 (the common prefix for all phone numbers to that company) and seizes Trunk 1 in the trunk group assigned the digits The CO passes the digits 1000 to the communication server at Employee A s company. 4. The communication server identifies the digits 1000 as Employee A s extension number and sends the call to Employee A s extension. 5. Employee A s phone rings and Employee A answers. 6. Meanwhile, Employee B s client dials The CO identifies the digits 538 and seizes Trunk 2 in the trunk group assigned the digits The CO passes the digits 9999 to the communication server. 9. The communication server identifies the digits 9999 as Employee B s extension number and sends the call to Employee B s extension. 10. Employee B s phone rings and Employee B answers. While Employees A and B continue to talk, Trunks 1 and 2 in the 538 trunk group will not accept any more calls, so another call beginning with the digits 538 will seize yet another trunk in the trunk group. 20 Avaya Call Center Automatic Call Distribution (ACD) Guide February 2007

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