Avaya Communication Manager Contact Center. Guide to ACD Contact Centers

Transcription

1 Avaya Communication Manager Contact Center Guide to ACD Contact Centers Release Issue 1.0 May 2003

2 2003 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 may be incorporated in future releases. 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 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. Part 15: Class A Statement For the MCC1, SCC1, G600, and CMC1 Media Gateways: 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. 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.

3 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. 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 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. 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: (Toll-free, U.S. and Canada only) Fax: (Toll-free, U.S. and Canada only) Write: Globalware Solutions 200 Ward Hill Avenue Haverhill, MA USA Attention: Avaya Account Manager Web: totalware@gwsmail.com Order: Document No , Issue 1.0 May 2003 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 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 to crminfodev@avaya.com. Acknowledgment This document was written by the CRM Information Development group. 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:

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5 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 Chapter 1: Automatic Call Distribution (ACD) basics Category A versus Category B ACD terminology 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 Things to know before you start Automatic-in processing of ACD calls DID processing of ACD calls 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 Issue 1.0 May

6 Contents Night Service Hunt Group Night Service Trunk Group Night Service System Night Service Distributing and handling calls Call distribution methods without EAS Call distribution methods with EAS How agents handle calls ACD and call management systems BCMS and Avaya CMS Basic Call Management System (BCMS) Avaya Call Management System (CMS) (Category A only) Chapter 2: ACD contact center features List of contact center features Related feature or form Abandoned call search Administering abandoned call search Considerations Add/Remove Skills (Category A only) Administering Add/Remove Skills Considerations Interactions Agent Call Handling Administering Agent Call Handling Detailed description Expanded technical information Considerations Interactions Auto-Available Split/Skill Administering AAS Detailed description Considerations Interactions Automatic Call Distribution Administering ACD Detailed description Considerations Interactions Basic Call Management System Administering BCMS Interactions Best Service Routing (Category A only) Benefits of BSR Before you start using BSR Communication server requirements for BSR Communication Manager Guide to ACD Call Centers

7 Contents Network requirements for BSR Administering BSR polling over IP without B-Channel Prerequisites Administration forms for BSR polling over IP without B-channel Operation Interactions BSR Detailed description Considerations Interactions Call Management System (Category A only) Administering the communication server-to-cms interface Enabling CMS measurements Measured extensions and multiple splits When assignments exceed capacity Assignments are not logins Measured trunks versus unmeasured facilities Determining allocation of measured trunks and unmeasured facilities Considerations for administering the communication server-to-cms interface CMS measurements IP Trunk Groups and ATM Trunk Groups CMS representation of IP trunk member port-ids Display of physical (non-ip) member port-ids on Avaya CMS and CMS Supervisor Call Prompting Administering call prompting Considerations Interactions Call Vectoring Administering Call Vectoring Interactions Avaya Business Advocate (Category A only) Administering Advocate Call and agent selection Expert Agent Selection (Category A only) Administering EAS Administering Direct Agent Announcement Detailed administration for EAS Call handling preference administration Considerations Interactions Inbound Call Management Administering ICM Detailed description Considerations Interactions Information Forwarding (Category A only) Administering User-to-User Information transport Detailed description Issue 1.0 May

8 Contents Considerations Interactions Intraflow Interflow Administering Intraflow and Interflow Detailed description Considerations Interactions Look-Ahead Interflow (Category A only) Administering LAI Considerations Multiple Call Handling Administering MCH Detailed description MCH settings Considerations Interactions Network Call Redirection (NCR) (Category A only) Administering NCR Administration for support of AT&T In-band Transfer and Connect Detailed description Network Call Transfer Network Call Deflection Information Forwarding support for AT&T In-band Transfer and Connect Considerations Interactions Queue Status Indications Administering Queue Status Indications Detailed description Interactions Reason Codes (Category A only) Administering Reason Codes Detailed description Considerations Interactions Redirection on No Answer Administering RONA Detailed description RONA application examples Considerations Interactions Interactions with other ringing call timers Remote Logout of Agent Administering Remote Logout of Agent Detailed description Considerations Interactions Communication Manager Guide to ACD Call Centers

9 Contents Service Observing Administering Service Observing Detailed description Service Observing indicators Considerations Interactions Universal Call ID What is UCID s purpose? What does UCID look like? How are UCIDs tracked? Interactions Before you start Administering UCID Considerations VDN in a Coverage Path Administering VICP Considerations Interactions VDN of Origin Announcement (Category A only) Administering VOA Detailed description Considerations Interactions Voice Response Integration (Category A only) Administering VRI Detailed description Interactions VuStats (Category A only) Administering VuStats Detailed description Considerations Interactions Chapter 3: ACD contact center switch forms List of contact center forms Agent LoginID (Category A only) Agent LoginID administration commands Agent LoginID form instructions Agent LoginID field descriptions Example List Agent-LoginID form Best Service Routing (BSR) Application Plan (Category A only) BSR Administration commands Form instructions BSR Application field descriptions BCMS/VuStats Login ID (Category A only) Administration commands BCMS/VuStats form instructions Issue 1.0 May

10 Contents BCMS/VuStats field Descriptions Implementation notes Contact Center System Parameters Administration commands Field Descriptions for Feature-Related System Parameters ( EAS page) Field descriptions Field Descriptions - Feature-Related System Parameters (AGENT AND CALL SELECTION page) Field Descriptions Call Vector Call Vector administration commands Call Vector form instructions Call Vector form field descriptions Holiday Table Holiday table administration commands Holiday Table form instructions Holiday Table form field descriptions Hunt Group Hunt Group administration commands Hunt Group form instructions Reason Code Names (Category A only) Administration commands Reason Code Names (Category A only) form instructions Reason Code Names field descriptions SIT Treatment for Call Classification (Category A only) SIT Treatment for Call Classification (Category A only) administration commands SIT Treatment for Call Classification form instructions SIT Treatment for Call Classification field descriptions Vector Directory Number (VDN) VDN Administration commands VDN form instructions VDN field descriptions Extension Name Vector Number Attendant Vectoring Allow VDN Override COR TN Measured Implementation notes Vector Routing Table (Category A only) Vector Routing Table (Category A only) administration commands Vector Routing Table (Category A only) form instructions Vector Routing Table field descriptions VuStats Display Format (Category A only) VuStats Display Format (Category A only) administration commands Communication Manager Guide to ACD Call Centers

11 Contents VuStats Display Format (Category A only) form instructions VuStats Display Format field descriptions List VuStats Display Format Screen VuStats Display Formats field descriptions VuStats required and allowed fields Chapter 4: Implementing the Time of Day Clock Synchronization feature TOD synchronization methods Using NTP/SNTP to synchronize the switch to UTC time Using Avaya Site Administration to set up a TOD synchronization schedule Prerequisites Things to know before you set up a synchronization schedule Designing a TOD clock synchronization schedule Creating dedicated switch connections on which to run TOD synchronization tasks Setting up a TOD synchronization task schedule in Avaya Site Administration About NTP/SNTP and Internet Time Servers SNTP on switch platforms that support direct synchronization SNTP on platforms that synchronize through an Avaya Site Administration client PC Setting up ACD offset times for CMS reporting Offset procedure 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 Single integrated announcement boards Multiple integrated announcement circuit packs Compression rates Procedures for recorded announcements (TN2501AP) Procedures for recorded announcements (TN750, TN750B, TN750C and TN2501AP circuit packs, and G700 VVAL) Recorded announcements, the ACD, and other contact center features Recorded announcements and automatic wakeup Issue 1.0 May

12 Contents Appendix B: Administering VRUs/IVRs as station ports Glossary Index Communication Manager Guide to ACD Call Centers

13 About this document This document describes the Automatic Call Distribution (ACD) feature of Avaya communication servers. Avaya communication servers are a family of cost-effective digital communication systems. These systems: Route voice and data information between various endpoints (telephones, terminals, computers) Provide highly robust networking capabilities Include an extensive set of standard features: attendant consoles, voice processing interface, call coverage, DS1 (T1 and E1) connectivity, hospitality support, recorded announcement, and trunk-to-trunk transfer Provide flexibility and allow for the addition of optional features and/or upgrades to the system as business needs change This document explains the features that comprise the Communication Manager ACD. It provides an introduction to each contact center feature and presents required forms for administration, detailed descriptions, considerations, and interactions between contact center features. This document provides an overall reference for planning, operating, and administering your ACD contact center. Contents and organization This document is organized into chapters by subject. Features are in alphabetical order within each chapter. Pertinent forms follow the features. Major topics include: Chapter 1: Automatic Call Distribution (ACD) basics on page 17 Gives an overview of the ACD feature. Chapter 2: ACD contact center features on page 53 Contains information about the contact center features available on the Avaya communication server. Chapter 3: ACD contact center switch forms on page 281 Contains all of the forms required to administer basic contact center features on the communication server, descriptions of the fields on each form, and special notes about usage. Issue 1.0 May

14 About this document Chapter 4: Implementing the Time of Day Clock Synchronization feature on page 351 Describes requirements, setup procedures, and operations associated with the Time of Day Clock synchronization feature. Appendix A: Recorded announcements on page 369 Describes the use and requirements around using recorded announcements in a contact center environment. Appendix B: Administering VRUs/IVRs as station ports on page 383 Provides information on how to administer VRUs and IVRs as station ports on the communication server. Intended 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. Related documents The following documents may include information related to the ACD feature. Administration documents The primary audience for these documents consists of communication server administrators who work for external customers and for Avaya s dealers. The satisfaction and needs of our external customers is the primary focus for the documentation. Administrator Guide for Avaya Communication Manager, Provides complete step-by-step procedures for administering the communication server, plus feature descriptions and reference information for administration screens and commands. Avaya MultiVantage Little Instruction Book for Basic Administration, Provides step-by-step procedures for performing basic communication server administration tasks. Includes managing phones, managing features, and routing outgoing calls. Avaya Communication Manager Little Instruction Book for Advanced Administration, Provides step-by-step procedures for adding trunks, adding hunt groups, writing vectors and recording announcements. 14 Communication Manager Guide to ACD Call Centers

15 Related documents Avaya Communication Manager Little Instruction Book for Basic Diagnostics, Provides step-by-step procedures for baselining your system, solving common problems, reading alarms and errors, using features to troubleshoot your system, and contacting Avaya. Overview for Avaya Communication Manager, Provides a brief description of Avaya communication server features. Reports for Avaya Communication Manager, Provides detailed descriptions of the measurement, status, security, and recent change history reports available in the system and is intended for administrators who validate traffic reports and evaluate system performance. Includes corrective actions for potential problems. Hardware Guide for Avaya Communication Manager, Provides hardware descriptions, system parameters, lists of hardware required to use features, system configurations, and environmental requirements. contact center documents These documents are issued for Avaya contact center applications. The intended audience is contact center administrators. Avaya Communication Manager Contact 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 Contact Center Guide to ACD Contact Center, Provides feature descriptions and some implementation guidance for contact center features. Avaya CMS Switch Connections, Administration and Troubleshooting, Contains communication server-to-cms hardware connection diagrams and procedures to administer the communication server-to-cms link on the communication server. It does not contain the administration of the CMS, Avaya MultiVantage Call Center Software Basic Call Management System (BCMS) Operations, Provides information on the use of the BCMS feature for ACD reporting. Avaya MultiVantage Call Center Call Vectoring Guide for BCS and Guestworks, Provides information on how to write, use, and troubleshoot vectors on the BCS and Guestworks systems. Issue 1.0 May

16 About this document How to get help For those times when you need additional help, the following help services are available. You may need to purchase an extended service agreement to use some of these help services. See your Avaya representative for more information. Avaya Centers of Excellence Asia/Pacific Western Europe/Middle East/South Africa Central/Eastern Europe Central/Latin America/Caribbean North America Communication Manager Helpline Avaya Toll Fraud Intervention Avaya National Customer Care Center Support Line Avaya Corporate Security Communication Manager Guide to ACD Call Centers

17 Chapter 1: Automatic Call Distribution (ACD) basics This chapter gives an overview of the Automatic Call Distribution (ACD) feature, and addresses ACD terminology, communication server features, how the ACD processes calls, split queues, distributing and handling calls, and the ACD and call management systems. ACD terminology defines common terms that are used throughout this book. The Communication server features section defines ACDs and explains how the following features work: trunks, trunk groups, and extensions; automatic-in processing; communication server attendant; and Direct Inward Dialing (DID) processing. The What the ACD does section discusses how the ACD uses Automatic-in and Direct Inward Dialing (DID) to process calls. Split Queues defines a split queue and explains how to set up call processing to a split, including announcements for calls in a split queue; answer supervision and abandoned calls, intraflow and interflow, and night service for the ECS and Generic 3. Distributing and Handling Calls describes how calls are distributed to agents and how agents handle the calls. It also defines the split supervisor telephone buttons. ACD and call management systems CMS and BCMS describes how CMS collects measured data on splits/skills, extensions, trunks, trunk groups, VDNs, and vectors. This section also includes communication server features that affect CMS data, such as Hold, Conference, Transfer, Multiple Call Handling, and so forth. Category A versus Category B The ACD feature is available with communication servers that are sized differently and allow for different features to be implemented. These differences fall into two categories: Category A allows for all ACD-related features to be implemented, according to what the customer purchases. Category A supports the CMS and CAS adjuncts. Category B includes Avaya BCS and GuestWorks. Category B allows for all basic ACD-related features to be implemented, excluding EAS, Avaya Business Advocate, and Avaya CMS Supervisor. Category B does not support the CMS and CAS adjuncts. Issue 1.0 May

18 Automatic Call Distribution (ACD) basics ACD terminology The following terms provide general familiarity with the ACD environment. Agent Agent In Multiple Splits/Skills Agent State Announcements CAS CMS contact center Call Distribution Methods An agent is a person assigned to one or more splits/skills and handles calls to/from an extension in those splits/skills. Depending on the ACD software, an agent can be a member of multiple splits/skills. Agent state is a term or code that represents the current availability status of an agent. The term agent state also represents a user ability to change an agent s availability within the system. An announcement is a pre-recorded message delivered to a caller in queue requesting the caller to remain on-line, prompting the caller for information or directing the caller to another destination. When a call is in queue, depending on the length of time in queue, an automatic recording can encourage the caller to hang on, call back later, call another number, leave a message or can be used with call prompting to direct the caller to specific destinations. These announcements can be scheduled to occur periodically. Centralized Attendant Service. CAS is a system feature used when more than one communication server is employed. CAS is an attendant or group of attendants that handles the calls for all servers in that particular network. Available only with Category A. Call Management System. CMS is an adjunct (basic software package or optional enhanced software package) that collects call data from a communication server resident ACD. CMS provides call management performance recording and reporting. It can also be used to perform some ACD administration. CMS allows users to determine how well their customers are being served and how efficient their call management operation is. Available only with Category A. A contact center provides a centralized location where a group of agents or company representatives communicate with customers via incoming or outgoing calls. The ACD can distribute calls to agents in a split/skill in the following ways: Direct (linear) Hunting EAD-LOA (Expert Agent Distribution-Least Occupied Agent) EAD-MIA (Expert Agent Distribution-Most Idle Agent) UCD-LOA (Uniform Call Distribution-Least Occupied Agent) UCD-MIA (Uniform Call Distribution-Most Idle Agent) 18 Communication Manager Guide to ACD Call Centers

19 Call Prompting Call Vectoring Avaya Business Advocate DID DNIS EAS Extensions Hunt Groups Interflow Intraflow Call Prompting is a call management method that uses specialized call vector commands to provide flexible handling of incoming calls based on information collected from the caller. One example would be where the caller receives an announcement and is then prompted to select (via dialed number selection) a department or an option that was listed in the announcement. Call Vectoring is an optional software package that allows processing of incoming calls according to a programmed set of commands. Call Vectoring provides a flexible service allowing direct calls to specific and/or unique call treatments. Avaya Business Advocate is a collection of ECS features that provide new flexibility in the way a call is selected for an agent in a call surplus situation and in the way that an agent is selected for a call in an agent surplus situation. Advocate also includes methods for automating staffing adjustments. Available only with Category A. Direct Inward Dialing. DID is a process involving calls coming into the communication server from the CO. The communication server than routes the calls directly to the appropriate extension (as identified by the last four digits). Dialed Number Identification Service. DNIS is a feature of the 800 number service that sends the dialed digits to the called destination. This can be used with a display telephone to indicate the type of call to an agent. For example, the call by its destination can be classified as a certain type of call or caller (e.g., a Gold Card caller) depending on a product or service the destination number is associated with. Expert Agent Selection. An optional feature available with G2.2 and newer servers that uses Call Vectoring and ACD in the communication server to route incoming calls to the correct agent on the first try based on skills. Available only with Category A. Telephones connected to a PBX/communication server via telephone lines are referred as extensions. Extensions is also the term used to define the numbers used to identify the telephone to the PBX/communication server software for call routing purposes. A group of trunks/agents selected to work together to provide specific routing of special purpose calls. Interflow is used when a split s/skill s queue is heavily loaded or when a call arrives after normal work hours. Interflow redirects a call to a destination outside the local communication server network (a different communication server system). Intraflow is used when a split s/skill s queue is heavily loaded or when a call arrives after normal work hours. Intraflow involves redirecting a call to a destination within the local communication server network (the same communication server system). Issue 1.0 May

20 Automatic Call Distribution (ACD) basics LAI Leave Word Calling MCT Night Service Priority Queue QDN Queues (split/skill and/or attendant) Service Observing Skill Split Split/Skill Administration Look Ahead Interflow. LAI allows users to balance the call work load between multiple contact centers on separate communication servers. LAI uses ISDN to allow multiple servers to communicate and interflow when appropriate. Available only with Category A. Leave Word Calling is a system feature that allows messages to be stored for any ACD split/skill and allows for retrieval by a covering user of that split/skill or a system wide message retriever. Malicious Call Trace. MCT allows an agent to notify a predefined party a malicious caller is on the line. It also involves enabling a recording device to record the call. Night Service is used when a call arrives after normal work hours. The call can be redirected to another destination such as another split/skill, an extension, the attendant, an announcement with forced disconnect, or a message center. Night Service can take one of three forms: Hunt Group (Split/Skill) Night Service Trunk Group Night Service System Night Service The priority queue is a segment of a split's/skill's queue from which calls are taken first. Queue Directory Number. QDN is an associated extension number of a split. It is not normally dialed to reach a split. The split can be accessed by dialing the QDN. The QDN is also referred to as a split group extension. If calls cannot be answered immediately, they are routed to a call collection point (split/skill queue or attendant queue) where calls are held until a split/skill agent or attendant can answer them. Calls are ordered as they arrive and they are served in that order. Depending on the time delay in answering the call, announcements, music, or prepared messages may be employed until the call is answered. Service observing is a feature used to train new agents and observe in-progress calls. The observer (split/skill supervisor) can toggle between a listen-only mode or a listen/talk mode during calls in progress. An ability given to an agent to meet a specific customer requirement or a contact center business requirement. Available only with Category A and EAS active. A group of extensions/agents that can receive standard calls and/or special purpose calls from one or more trunk groups. Split/Skill administration is the ability to assign, monitor, or move agents to specific splits/skills. It also involves changing reporting parameters within the system. 20 Communication Manager Guide to ACD Call Centers

21 Split/Skill Supervisor Threshold Trunk/Trunk Group Trunk state A split/skill supervisor is assigned to monitor/manage each split/skill and split/skill queue to accomplish specific split/skill objectives. A supervisor can assist agents on ACD calls, be involved in agent training, and control call intra/interflow. A threshold is a point in time or criteria that determines a certain action by the system. For example, the number of calls in queue or the time calls spend in queue determines specific call treatments, or you can set the number of rings prior to announcements or call answers. Trunks are communication channels between two communication server or offices. Trunks grouped together to provide identical communications characteristics are called trunk groups. Trunks within trunk groups can be used interchangeably between two communications systems or central offices in order to provide multi-access capability. A term or code that represents the current status of a particular trunk. Issue 1.0 May