AT&T CentreVu Custom Reports Instruction manual

555-233-757
Issue 3
July 2001
Checklist for adding a new phone user
Use this checklist to ensure each user’s information is complete and
accurate for all of your company’s applications.
Add new user information to your:
❏
❏
❏
❏
❏
❏
❏
switch (specify location, if you have more than one)
voice messaging system
special groups:
— coverage path groups
— hunt groups
— pick-up groups
— other groups:
call management system (CMS, BCMS)
other company databases:
__________________________________________________
__________________________________________________
Checklist for removing a user
You may need to delete a user’s messages from your messaging
system before you remove the user from your switch. To keep the
mailbox, set the station port to ‘X’ when the user leaves.
Delete user information from your:
❏
❏
❏
❏
❏
❏
❏
switch (specify location, if you have more than one)
voice messaging system
special groups: (use list usage ext to find all references to this user)
— coverage path groups
— hunt groups
— pick-up groups
— other groups:
call management system (CMS, BCMS)
other company databases:
__________________________________________________
__________________________________________________
Credits
Patrons
Curtis Weeks
Supporters
Ed Cote, Randy Fox, Jerry Peel,
Pam McDonnell
Writers
Renee Getter, Cindy Bittner,
Greta Cleary, Kim Livingston,
Jay Winstead
Graphics
Laurie King, Karen Consigny
Production
Deborah Kurtright
Contributors
Cathi Schramm, Robert Plant,
John O’Keefe
Web/CD Production Ellen Heffington
Special Thanks to Kim Santich — Customer Champion; Steven
Gaipa —Marketing; Rick Thompson — DEFINITY User Group;
Doug Schneider, Marcia Bubeck, Barry Bunch, Dan Selvig, and
Pat Dolphin — DEFINITY Helpline; Sherilyn McDaniel, Norma
Kugler, and Dorothy Quintana — Avaya Switch Administrators
NOTE:
Please note: Many of these individuals are no longer in the positions listed here.
However, we continue to credit them because they were instrumental in the
creation and success of this book.
Copyright 2001, Avaya Inc.
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information
in this book was complete and accurate at the time
of printing. However, information is subject to
change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your
telecommunications system by an unauthorized
party, for example, persons other than your
company’s employees, agents, subcontractors, or
persons working on your company’s behalf. Note
that there may be a risk of toll fraud associated with
your telecommunications system and, if toll fraud
occurs, it can result in substantial additional charges
for your telecommunications services.
You and your system manager are responsible for
the security of your system, such as programming
and configuring your equipment to prevent
unauthorized use. The system manager is also
responsible for reading all installation, instruction,
and system administration documents provided with
this product in order to fully understand the features
that can introduce risk of toll fraud and the steps that
can be taken to reduce that risk. Avaya does not
warrant that this product is immune from or will
prevent unauthorized use of common-carrier
telecommunication services or facilities accessed
through or connected to it. Avaya will not be
responsible for any charges that result from such
unauthorized use.
Avaya Fraud Intervention
If you suspect that you are being victimized by toll
fraud and you need technical support or assistance,
call Technical Service Center Toll Fraud
Intervention Hotline at +1 800 643 2353.
Federal Communications Commission Statement
Part 15: Class A Statement. 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.
Ordering Information
Call: Avaya Publications Center
Voice +1 888 582 3688
Fax +1 800 566 9568
International Voice 317 322 6416
International Fax 317 322 6699
Write: 200 Ward Hill Avenue
Haverhill, MA 01835 USA
Attn: Avaya Account Management
Order: Document No. 555-233-757, Issue 3
July 2001
You can be placed on a Standing Order list for this
and other documents you may need. Standing Order
will enable you to automatically receive updated
versions of individual documents or document sets,
billed to account information that you provide. For
more information on Standing Orders, or to be put
on a list to receive future issues of this document,
please contact the Avaya Publications Center.
European Union Declaration of Conformity
Avaya declares that DEFINITY equipment specified
in this document conforms to the referenced
European Union (EU) Directives and Harmonized
Standards listed below:
EMC Directive89/336/EEC
Low Voltage Directive73/23/EEC
Acknowledgment
This document was prepared by the Avaya Product
Documentation Development group, Denver, CO
USA.
Intellectual property related to this product
(including trademarks) and registered to Lucent
Technologies Inc. has been transferred or licensed to
Avaya Inc.
Any reference within the text to Lucent
Technologies Inc. or Lucent should be interpreted as
references to Avaya Inc. The exception is cross
references to books published prior to April 1, 2001,
which may retain their original Lucent titles.
Avaya Inc., formed as a result of Lucent’s planned
restructuring, designs, builds, and delivers voice,
converged voice and data, customer relationship
management, messaging, multi-service networking
and structured cabling products and services. Avaya
Labs is the research and development arm for the
company.
Contents
Welcome
■
■
■
■
■
■
■
■
■
■
■
Why another instruction book?
We wrote this book for you!
What information is in this book?
How to use this book
Security concerns
Trademarks and service marks
Related books
Tell us what you think!
How to get this book on the web
How to order more copies
How to get help
ix
ix
x
xi
xiii
xiv
xiv
xv
xv
xvi
xvii
Managing trunks
■
■
Understanding trunks
Adding trunk groups
1
4
Setting up night service
■
■
■
■
■
Setting up night service for hunt groups
Setting up night station service
Setting up trunk group night service
Setting trunk answer from any station
How do night service types interact?
Send feedback: [email protected]
10
11
13
15
17
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v
Contents
Managing announcements
■
■
■
■
■
■
What is an announcement?
Adding announcements
Recording announcements
Deleting announcements
Backing up your announcements
VAL Manager
19
20
22
25
26
27
Managing hunt groups
■
■
■
What are hunt groups?
Setting up hunt groups
Setting up a queue
Adding hunt group announcements
Call distribution methods
29
30
33
35
37
Managing vectors and VDNs
■
■
What are vectors?
Writing vectors
Allowing callers to leave a message
Inserting a step
Deleting a step
Diagnosing a vector problem
Vector Directory Numbers
Send feedback: [email protected]
40
40
45
49
50
51
52
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vi
Contents
Using reports
■
■
■
■
■
■
Using report scheduler
Setting printer parameters
Scheduling and printing reports
Listing scheduled reports
Changing scheduled reports
Removing scheduled reports
Analyzing report data
Using attendant reports
Measuring attendant group traffic
Measuring individual attendant performance
Measuring attendant group performance
Trunk group reports
Summary of trunk group activity
Hourly trunk group activity
Out-of-service trunks
Current trunk group status
Least used trunks
Measuring call center performance
What should I measure?
How many people can use switch reports?
Viewing hunt group reports
Using security reports
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Issue 3 July 2001
55
55
57
58
59
60
61
61
62
63
63
64
64
65
66
67
67
68
68
69
70
71
vii
Contents
Understanding call centers
■
■
■
What is a call center?
Planning a call center
Setting up the call flow
Testing the system
Monitoring your call center
Viewing system capacity
Understanding Automatic Call Distribution
Enhancing an ACD system
Selecting a call management system
Glossary
85
Index
93
Helpful Avaya Customer Catalogs
viii
73
74
75
77
78
79
79
80
81
Issue 3 July 2001
inside back cover
Send feedback: [email protected]
Welcome
Why another instruction book?
You’ve told us that you want more step-by-step instructions on
administration tasks for your DEFINITY system. Here they are!
This book contains instructions for completing tasks that were not
covered in DEFINITY System’s Little Instruction Book for basic
administration. Some steps may vary a bit between the different
versions of DEFINITY, but the instructions provided will help
you through the most basic operations.
We wrote this book for you!
Use this book if you are a DEFINITY system administrator. Mark
it up, make notes in it, and use it daily. If you are a new
administrator taking over the position from someone else or if
you simply want to refresh your memory, this book is for you.
Send feedback: [email protected]
Issue 3 July 2001
ix
Welcome
What information is in this book?
The Little Instruction Book for advanced administration is
divided into sections to help you find information about advanced
topics.
Managing trunks describes the different types of trunks and how
to add a trunk group.
Setting up night service explains how to set up night service and
explains how different types of night service work together.
Managing announcements explains how to add, record, change,
delete, and back up announcements.
Managing hunt groups describes how to set up hunt groups. It
explains how calls to a hunt group are handled and shows you
different call distribution methods.
Managing vectors and VDNs provides an overview of vectors
and Vector Directory Numbers (VDN). It gives you basic
instructions for writing simple vectors.
Using reports describes how to generate, list, print, and schedule
some of the basic reports on your DEFINITY system. It also
explains when to use some common reports and how to interpret
the report information.
Understanding call centers gives an overview of call centers. It
shows how to set up a simple inbound call center and lists things
to consider as you plan and design your center.
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How to use this book
How to use this book
Become familiar with the following terms, procedures, and
conventions. They help you use this book with your telephone
system and its software.
■
To “move” to a certain field, you can use the TAB key,
arrows, or the RETURN key.
■
A “screen” is a screen form displayed on the terminal
monitor.
■
In this book we always use the term phone; other Avaya
books may refer to phones as voice terminals.
■
If you use terminal emulation software, you need to
determine which keys correspond to ENTER, RETURN,
CANCEL, HELP, NEXT PAGE, etc.
■
Commands are printed in bold face as follows: command.
■
Keys and buttons are printed as follows: KEY.
■
Screen displays are printed in constant width as follows:
screen display.
■
Variables are printed in bold face italics as follows:
variable.
■
We show complete commands in this book, but you can
always use an abbreviated version of the command. For
example, list configuration station can be entered as list
config sta.
Send feedback: [email protected]
Issue 3 July 2001
xi
Welcome
■
We show commands and screens from the newest
DEFINITY telephone system and refer to the most
recently released books. Please substitute the appropriate
commands for your system (if necessary) and refer to the
manuals you have on hand.
■
If you need help constructing a command or completing a
field entry, remember to use HELP.
— When you press HELP at any point on the command line,
a list of available commands appears.
— When you press HELP with your cursor in a field on a
screen, a list of valid entries for that field appears.
■
The status line or message line is near the bottom of your
monitor display. This is where the system displays
messages for you. Check the message line to see how the
system responds to your input. Write down the message if
you need to call our helpline.
■
When a procedure requires you to press ENTER to save
your changes, the screen you were working on clears and
the cursor returns to the command prompt. The message
line shows “command successfully completed” to
indicate that the system accepted your changes.
You may see the following icons in this book:
Tip:
Draws attention to information that you may find helpful.
NOTE:
Draws attention to information.
xii
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Security concerns
! CAUTION:
Denotes possible harm to software, possible loss of data, or
possible service interruptions.
! SECURITY ALERT:
Indicates when system administration may leave your
system open to toll fraud.
Security concerns
Toll fraud is the theft of long distance service. When toll fraud
occurs, your company is responsible for charges. However,
Avaya will indemnify your organization for toll fraud charges
when you complete the Service Agreement Indemnity
Enhancement Certification.
Call the Avaya Security Hotline at +1 800 643 2353 or contact
your Avaya representative for more information. Refer to the
Avaya Security Handbook for tips on how to prevent toll fraud.
Send feedback: [email protected]
Issue 3 July 2001
xiii
Welcome
Trademarks and service marks
The following are registered trademarks of Avaya:
■
AUDIX®
■
BCMS Vu®
Callmaster®
■
Centre Vu®
■
■
CONVERSANT®
■
DEFINITY®
■
IntuityTM
■
Magic On Hold®
Acrobat® is a registered trademark of Adobe Systems
Incorporated.
Related books
DEFINITY System’s Little Instruction Book for basic
administration and DEFINITY System’s Little Instruction Book
for basic diagnostics are companions of this book. We suggest
you use them often.
The DEFINITY ECS Administrator’s Guide explains system
features and interactions in detail. Please note that prior to April
1997, this same information was in two separate books: the
DEFINITY Implementation and the DEFINITY Feature
Description books.
We also refer to DEFINITY ECS Overview, DEFINITY ECS
Reports, and Avaya Security Handbook.
xiv
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Tell us what you think!
Tell us what you think!
Let us know what you like or don’t like about this book. Although
we can’t respond personally to all your feedback, we promise we
will read each response we receive.
Write to us at: Avaya
Product Documentation Group
Room 22-2G12
1200 W. 120th Avenue
Denver, CO 80234 USA
Fax to:
+1 303 538 1741
Send email to: [email protected]
How to get this book on the web
If you have internet access, you can view and download the latest
version of Little Instruction Book for advanced administration.
To view the book, you must have a copy of Acrobat Reader.
To access the latest version:
1. Access the Avaya Customer Support web site at
http://support.avaya.com
2. Click on Online Services, then Documentation, then
Recent Documents, then look for the latest DEFINITY
release.
3. Search for 555-233-757 (the document number) to view
the latest version of the book.
Send feedback: [email protected]
Issue 3 July 2001
xv
Welcome
How to order more copies
Call: Avaya Publications Center
Voice +1 888 582 3688
Fax +1 800 566 9568
International Voice +317 322 6416
International Fax +317 322 6699
Write: 200 Ward Hill Ave, Haverhill, MA 01835 USA
Attn: Avaya Account Management
Order: Document No. 555-233-757, Issue 3, July 2001
We can place you on a standing order list so that you will
automatically receive updated versions of this book. For more
information on standing orders or to be put on a list to receive
future issues of this book, please contact the Avaya Publications
Center.
xvi
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How to get help
How to get help
If you need additional help, the following services are available.
You may need to purchase an extended service agreement to use
some of these services. Contact your Avaya representative for
more information
DEFINITY Helpline (for help with feature
administration and system applications)
+1 800 225 7585
Avaya National Customer Care Center
Support Line (for help with maintenance
and repair)
+1 800 242 2121
Avaya Toll Fraud Intervention
+1 800 643 2353
Avaya Corporate Security
+1 800 822 9009
Avaya Centers of Excellence
— Asia/Pacific
+65 872 8686
— Western Europe/Middle East/South
Africa
+44 1252 77 4800
— Central/Eastern Europe
+361 645 4334
— Central/Latin America Caribbean
+1 303 804 3778
— Australia
+ 61 2 9352 9090
— North America
+1 800 248 1111
Send feedback: [email protected]
Issue 3 July 2001
xvii
Welcome
xviii
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trunks
Managing trunks
This section provides an overview of trunks and tells you how to
add trunk groups to your system
Understanding trunks
Trunks carry phone signals from one place to another. For
example, one type of trunk carries phone signals from your
switch to the central office (CO).
Groups of trunks perform specific functions. Use the following
table to help determine which types of trunk groups your
company uses.
trunk group
description
Access
Use access trunks to connect satellite switches to the main
switch in Electronic Tandem Networks (ETN). Access trunks
do not carry traveling class marks (TCM) and thus allow
satellite callers unrestricted access to out-dial trunks on the
main switch.
APLT
Advanced Private Line Termination (APLT) trunks are used in
private networks. APLT trunks allow inband ANI.
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Managing trunks
2
trunk group
description
CAMA
Centralized Automatic Message Accounting (CAMA) trunks
route emergency calls to the local community’s Enhanced 911
systems.
CO
Central Office (CO) trunks typically connect your switch to the
local central office, but they can also connect adjuncts such as
external paging systems and data modules.
CPE
Customer Premise Equipment (CPE) trunks connect adjuncts,
such as pagers and announcement or music sources, to the
switch.
DID
Direct inward dialing (DID) trunks connect incoming calls
directly to internal extensions without going through an
attendant or some other central point.
DIOD
Direct inward and outward dialing (DIOD) trunks connect
incoming and outgoing calls directly to your switch.
DMI-BOS
Digital multiplexed interface bit-oriented signaling
(DMI-BOS) trunks connect a switch to a host computer, or one
switch to another switch.
FX
Foreign exchange (FX) trunks connect calls to a non-local
central office as if it were a local central office. Use FX trunks
to reduce long distance charges if your organization averages a
high volume of long-distance calls to a specific area code.
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trunk group
description
ISDN
Integrated Services Digital Network (ISDN) trunks allow
voice, data, video, and signaling information to be sent with
calls.
trunks
Understanding trunks
There are two types of ISDN trunks:
ISDN-Basic Rate Interface (ISDN-BRI) connect telephones,
personal computers, and other desktop devices to the switch.
ISDN-Primary Rate Interface (ISDN-PRI) connect equipment
such as switches to the network, and acts as an interface
between equipment such as switches and computers.
RLT
Release-link trunks (RLT) use Centralized Attendant Service
(CAS) to connect remote switches to attendants who are at a
central location.
Tandem
Tandem trunks are a type of tie trunk used for large networks.
Tie
Tie trunks connect a switch to a CO, or two switches together
in a private network.
WATS
Wide Area Telecommunications Service (WATS) trunks allow
calls to certain areas for a flat-rate charge. Use WATS trunks to
reduce long-distance bills when your company places many
calls to a specific geographical area in North America.
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Issue 3 July 2001
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Managing trunks
Adding trunk groups
Occasionally, your company’s phone requirements change and
you need to add new trunk groups to your system. For example,
maybe your company is expanding and you must have additional
two-way access between your switch and your local phone
company or CO. After doing some research, you decide that you
need to add another CO trunk.
Once you decide that you want to add a new trunk, contact your
vendor. Depending on the type of trunk you want to add, the
vendor may be your local phone company, a long distance
provider, or some other service provider.
When you talk to your vendor, they’ll want to know what kind of
service you want to add. In our example, request CO service.
The vendor should confirm the type of signal you want and
provide you with a circuit identification number for the new
trunk. Be sure to record any vendor-specific ID numbers or
specifications in case you ever have any problems with this trunk.
Tip:
Remember to keep records of any changes you make to the system
for future reference.
Once you’ve ordered your new service and have gathered all the
information associated with the new trunk, you need to configure
the system to recognize the new trunk group.
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Adding trunk groups
To add a new trunk-group:
trunks
1. Type add trunk-group next and press RETURN.
The Trunk Group screen appears.
The system assigns the next available trunk group number
to this group. In our example, we are adding trunk group 5.
TRUNK GROUP
Group Number: 5
Group Type: co
CDR Reports: y
Group Name: outside calls
COR: 1
TN: 1
TAC:647
Direction: two-way
Outgoing Display? n
Dial Access: n
Busy Threshold: 99
Night Service: 1234
Queue Length: 0
Country: 1
Incoming Destination: ____
Comm Type: voice
Auth Code? n
Digit Absorbtion List: ____
Prefix-1?: y
Trunk Flash? n
Toll Restricted? y
TRUNK PARAMETERS
Trunk Type: loop start
Outgoing Dial type: tone
Cut Through? n
Trunk Termination: rc
Disconnect Timing(msec): 500
Auto Guard?: n
Call Still Held? n
Sig Bit Inversion: none
Analog Loss Group:
Digital Loss Group:
Trunk Gain: high
Disconnect Supervision - In? y
Out? n
Answer Supervision Timeout: 10
Receive Answer Supervision? n
Trunk Group screen
2. In the Group Type field, enter the type of trunk you want
to add.
In our example, enter co, which is also the default.
If you select a different trunk type, such as DID, the
system changes the screen to show only those fields that
apply to the type of trunk-group you are adding.
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Issue 3 July 2001
5
Managing trunks
3. Type a name to identify this trunk group in the Group
Name field.
In our example, we used outside calls.
4. In the TAC field, type the code you want to use to access
the new trunk group.
In our example, we used 647.
5. In the Direction field, indicate the call-flow direction.
For our example, leave the default of two-way.
6. If you want to direct calls to a night extension, type the
extension number in the Night Service field.
In our example, direct night calls to extension 1234.
7. In the Comm Type field, enter the type of communication
that you want the new trunk to use.
In our example, enter voice.
8. In the Trunk Type field, type loop start.
This field tells the system how the calls on this trunk will
be sent or received. Your vendor should know what trunk
type you can use to complete this field.
9. Use NEXT PAGE to go to the Group Member Assignments
page.
Different fields appear on this screen depending on the
configuration of your switch.
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Adding trunk groups
GROUP MEMBER ASSIGNMENTS
Port
Code Sfx Name
1: 1B1501___
2: 1B1523___
3: 1B1601___
4: 1B1623___
5: 1B1701___
6: _________
7: _________
8: _________
9: _________
10: _________
11: _________
12: _________
13: _________
14: _________
15: _________
Night
5211_______
5212_______
5213_______
5214_______
5215_______
___________
___________
___________
___________
___________
___________
___________
___________
___________
___________
trunks
TRUNK GROUP
Administered Members (min/max): xxx/yyy
Total Administered Members: xxx
Mode
Type
Ans Delay
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
_________ _______ _____
Trunk Group screen (group member assignments page)
10. In the Port field, type the port number of the physical
connection for each member you are adding to the trunk
group.
11. In the Name field, type the circuit ID or telephone number
for each member.
This information is very helpful for tracking your system
or troubleshooting problems, but the fields need to be
updated whenever the information changes.
12. Press ENTER to save your changes.
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Managing trunks
8
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You can use night service to direct calls to an alternate location
when the primary answering group is not available. For example,
you can administer night service so that anyone in your marketing
department can answer incoming calls when the attendant is at
lunch or has left for the day.
Once you administer night service to route calls, your end-users
merely press a button on the console or a feature button on their
phones to toggle between normal coverage and night service.
There are five types of night service:
■
Hunt group night service — directs hunt group calls to a
night service destination
■
Night station night service — directs all incoming trunk
calls to a night service destination
■
Night console night service — directs all attendant calls to
a Night or Day/Night console
■
Trunk group night service — directs incoming calls to
individual trunk groups to a night service destination
■
Trunk answer from any station (TAAS) — directs
incoming attendant calls and signals a bell or buzzer to
alert other employees that they can answer the calls
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Issue 3 July 2001
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night service
Setting up night service
Setting up night service
Setting up night service for hunt
groups
You can administer hunt group night service if you want to direct
hunt group calls to a night service destination.
Let’s say your helpline on hunt group 3 does not answer calls
after 6:00 p.m. (18:00). When customers call after hours, you
would like them to hear an announcement that asks them to try
their call again in the morning.
To set up night service for your helpline, you need to record the
announcement (in our example, the announcement is on
extension 1234) and then modify the hunt group to send calls to
this extension.
To administer hunt group night service:
1. Type change hunt-group 3 and press RETURN.
The Hunt Group screen appears for hunt group 3.
.
HUNT GROUP
Group Number:
Group Name:
Group Extension:
Group Type:
TN:
COR:
Security Code:
ISDN Caller Display:
3
Accounting
2011
ucd-mia
1
1
Queue Length: 4
Calls Warning Threshold:
Time Warning Threshold:
ACD:
Queue:
Vector:
Coverage Path:
Night Service Destination:
MM Early Answer:
n
y
n
1
1234
n
Port:
Port:
Hunt Group screen
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Setting up night station service
2. Enter 1234 in the Night Service Destination field.
3. Press ENTER to save your changes.
Once you modify the hunt group, you also need to assign a
hunt-ns feature button to a hunt group phone, so that the users in
the hunt group can activate and deactivate night service.
Setting up night station service
You can use night station service if you want to direct incoming
trunk calls, DID-LDN (direct inward dialing-listed directory
number) calls, or internal calls to the attendant (dialed ‘0’ calls)
to a night service destination.
Let’s say your attendant, who answers extension (List Directory
Number or LDN) 8100, usually goes home at 6:00 p.m. When
customers call extension 8100 after hours, you would like them to
hear an announcement that asks them to try their call again in the
morning.
To set up night station service, you need to record the
announcement (in our example, it is recorded at announcement
extension 1234).
Tip:
All trunk groups that are routed through the attendant direct to
this night service destination unless you assign trunk group night
service to the individual trunk group. See “Setting up trunk group
night service” on page 13.
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Issue 3 July 2001
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night service
The destination can be an extension, a recorded
announcement extension, a vector directory number, a
hunt group extension, or attd if you want to direct calls to
the attendant.
Setting up night service
To set up night station service:
1. Type change listed-directory-numbers and press
RETURN.
The Listed Directory Number screen appears.
Ext
1: 8100
2:
3:
4:
5:
6:
7:
8:
9:
10:
LISTED DIRECTORY NUMBERS
Name
attendant 8100
TN
Night Destination: 1234
Listed Directory Numbers screen
2. Enter 1234 in the Night Destination field.
The destination can be an extension, a recorded
announcement extension, a vector directory number, or a
hunt group extension.
3. Press ENTER to save your changes.
4. Type change console-parameters and press RETURN.
The Console Parameters screen appears.
5. In the DID-LDN Only to LDN Night Extension field, type
n.
6. Press ENTER to save your changes.
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Setting up trunk group night service
After you set up night station service, have the attendant use the
night console button to activate and deactivate night service.
CONSOLE PARAMETERS
OPERATOR
1
COR: 1
5
Attendant Lockout? y
none
Night Service Act. Ext.:1234
IAS (Branch)? n
IAS Tie Trunk Group No.:
IAS Att. Access Code:
Alternate FRL Station:
Backup Alerting? n
DID-LDN Only to LDN Night Ext? n
night service
Attendant Group Name:
COS:
Calls in Queue Warning:
CAS:
Console Parameters screen
Setting up trunk group night service
You can use trunk group night service if you want to direct
individual trunk groups to night service. The system redirects
calls to the trunk group to the group’s night service destination.
Trunk group night service overrides night station service. For
example, let’s say you administer trunk group night service, and
then your attendant activates night station service. In this case,
calls to the trunk group use the trunk night service destination,
rather than the station night service destination.
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Setting up night service
Let’s direct night calls for trunk group 2 to extension 1245.
To set trunk group night service:
1. Type change trunk-group 2 and press RETURN.
The Trunk Group screen appears.
TRUNK GROUP
Group Number: 2
Group Type: co
CDR Reports: y
Group Name: outside calls
COR: 1
TN: 1
TAC:647
Direction: two-way
Outgoing Display? n
Dial Access: n
Busy Threshold: 99
Night Service: 1245
Queue Length: 0
Country: 1
Incoming Destination: ____
Comm Type: voice
Auth Code? n
Digit Absorbtion List: ____
Prefix-1?: y
Trunk Flash? n
Toll Restricted? y
TRUNK PARAMETERS
Trunk Type: loop start
Outgoing Dial type: tone
Cut Through? n
Trunk Termination: rc
Disconnect Timing(msec): 500
Auto Guard?: n
Call Still Held? n
Sig Bit Inversion: none
Analog Loss Group:
Digital Loss Group:
Trunk Gain: high
Disconnect Supervision - In? y
Out? n
Answer Supervision Timeout: 10
Receive Answer Supervision? n
Trunk Group screen
2. Enter 1245 in the Night Service field.
The destination can be a night service extension, a
recorded announcement extension, a vector directory
number, a hunt group extension, a terminating extension
group, or attd if you want to direct the call to the attendant.
3. Press ENTER to save your changes.
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Setting trunk answer from any station
There may be situations where you want everyone to be able to
answer calls when the attendant is away. Use trunk answer any
station (TAAS) to configure the system so that it notifies
everyone when calls are ringing. Then, you can give users the
trunk answer any station feature access code so they can answer
these calls.
When the system is in night service mode, attendant calls redirect
to an alerting device such as a bell or a buzzer. This lets other
people in the office know when they should answer the phone.
NOTE:
If no one answers the call, the call will not redirect to night
service.
Let’s define a feature access code (we’ll use 71) and configure the
alerting device for trunk answer any station.
To set the feature access code for TAAS:
1. Type change feature-access-codes and press RETURN.
The Feature Access Code screen appears.
2. In the Trunk Answer Any Station Access Code field, enter
71.
3. Press ENTER to save your changes.
Once you set the feature access code, determine where the
external alerting device is connected to the switch (we’ll use
port 01A0702).
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Issue 3 July 2001
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night service
Setting trunk answer from any
station
Setting up night service
To set up external alerting:
1. Type change console-parameters and press RETURN.
The Console Parameters screen appears.
2. In the EXT Alert Port (TAAS) field, enter 01A0702.
Use the port address assigned to the external alerting
device.
3. Press ENTER to save your changes.
CONSOLE PARAMETERS
Attendant Group Name:
COS:
Calls in Queue Warning:
EXT Alert Port (TAAS):
CAS:
Operator
0
5
01A0702
none
IAS (Branch)? n
IAS Att. Access Code:
Backup Alerting? n
COR: 0
Attendant Lockout? y
Night Service Act. Ext.:
IAS Tie Trunk Group No.:
Alternate FRL Station:
DID-LDN Only to LDN Night Ext? n
Console Parameters screen
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How do night service types interact?
How do night service types
interact?
Assume that you already administered the following night service
settings:
■
night station night service redirects to extension 3000 and
DID-LDN only to LDN Night Ext is set to n
■
EXT Alert Port (TAAS) field is not defined
■
Trunk group 4 redirects to extension 2000
Let’s look at how calls for this company are directed after hours:
call type
directs to
An LDN call on a DID trunk
extension 3000
A call on trunk group 4
extension 2000
An internal call to ‘0’
extension 3000
A call that redirects to the attendant through a
coverage path.
the attendant queue
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Issue 3 July 2001
17
night service
Let’s look at an example of how several types of night service
might be used in one company.
Setting up night service
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Managing announcements
What is an announcement?
An announcement is the recorded message a caller hears while
the call is in a queue. An announcement is often used in
conjunction with music. Announcements are recorded on special
circuit packs (TN750, TN750B, TN750C, or TN2501AP) on your
DEFINITY system.
Three types of announcements are:
■
delay announcement — explains the reason for the delay
and encourages the caller to wait
■
forced announcement — explains an emergency or service
problem. Use when you anticipate a large number of calls
about a specific issue.
■
information announcement — gives the caller instructions
on how to proceed, information about the number called,
or information that the caller wants
Send feedback: [email protected]
Issue 3 July 2001
19
announcements
This section explains how to use announcements effectively, and
how to add, change, delete, and back up your announcements.
Managing announcements
Announcements are most effective when they are:
■
short, courteous, and to-the-point
■
spaced close together when a caller on hold hears silence
■
spaced farther apart when music or ringing is played on
hold
■
played for calls waiting in queue
Magic on Hold is a package of professionally-recorded music
available from Avaya. Contact your Avaya representative for
more information.
Adding announcements
You need to tell the switch you want an announcement before you
can record it on a special announcement circuit pack. You assign
an extension for the announcement so the switch can identify the
announcement. This extension cannot be in use and must
conform to your dial plan.
Tip:
Use change announcement to administer an announcement
extension. See DEFINITY ECS Administrator’s Guide for more
information.
You can record announcements on a downloadable Voice
Announcement over LAN (VAL) circuit pack (TN2501AP),
which allows you to share, backup, and restore announcement
files over your local area network.
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Adding announcements
You can also use TN750, TN750B, and TN750C announcement
circuit packs to record announcements on your switch. You can
have only one TN750 or TN750B per system, but you can use
one TN750B with many TN750C and/or TN2501AP (VAL)
circuit packs.
We’ll assign the announcement to extension 1234, and use the
integrated announcement circuit pack located on 01B18.
Tip:
Use display integrated-annc-boards to find the cabinet,
carrier, and slot addresses of your announcement circuit packs.
The Integrated Announcement Board screen lists the location and
the type, as well as showing the number of recordings and number
of seconds (at the administered rate) left on each circuit pack.
Our example explains how to add an integrated announcement,
but other types of announcements are available. See DEFINITY
ECS Administrator’s Guide for more information about other
announcement types.
To add an announcement extension 1234:
1. Type change announcements and press RETURN.
The Announcements/Audio Sources screen appears.
2. In the Ext field, type 1234.
3. In the Type field, type integrated.
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announcements
Let’s say we have calls coming into unassigned DID extensions.
Let’s record a general message to tell these callers to dial the
company’s main number.
Managing announcements
1:
2:
3:
4:
5:
6:
7:
8:
9:
10:
11:
Ext.
1234_
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
ANNOUNCEMENTS/AUDIO SOURCES
Type
COR TN Name
Q QLen Pro Rate Port
integrated 1_ 1_ unassigned DID n N/A n
32
01B18
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
Announcements/Audio Sources screen
4. In the Name field, type unassigned DID.
5. In the Pro (protected) field, type n.
If you enter n, users with console permissions can change
the announcement. If you enter y, the announcement
cannot be changed.
6. In the Rate field, type 32 for TN750 circuit packs, or 64
for TN2501AP circuit packs.
7. In the Port field, type 01B18.
8. Press ENTER to save your work.
Recording announcements
You can record announcements using any phone or console
whose COS (class of service) provides console permissions. You
can use display cos to review COS permissions.
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Recording announcements
You also need the announcement feature access code for your
system. Use display feature-access-codes to find the
announcement access code.
The announcement extension must be set up before you record.
Use list station data-module to determine the announcement
extension.
announcements
In our example, use your 8410D phone to record the
announcement for the unassigned DIDs to extension 1234. Our
announcement access code is *56.
To record the announcement:
1. Dial the announcement access code.
In our example, we’ll dial *56. You hear dial tone.
2. Dial the announcement extension.
In our example, we’ll dial 1234. You hear dial tone.
3. Dial 1 to begin recording.
4. Record the message.
5. Hang up the phone to end recording.
Tip:
The announcement records the sound of the receiver
returning to the phone. Hang up gently, press the drop
button, or press the switch hook with your finger.
You have to wait 15 seconds before you can dial the extension
1234 to listen to your announcement.
If you record an announcement and later you want to re-record
your announcement, you have to first delete the original message.
Send feedback: [email protected]
Issue 3 July 2001
23
Managing announcements
Professional or computer recordings
If you are using the VAL (TN2501AP) announcement circuit
pack, you can record announcements at a computer, rather than at
a system phone. You can also record announcements at an off-site
location and transfer them to the board using VAL Manager or
File Transfer Protocol (FTP).
To be compatible with the TN2501AP circuit pack and the
DEFINITY system, announcement recordings must have the
following parameters:
■
CCITT A-Law or CCITT µ-Law companding format (do
not use PCM)
■
8KHz sample rate
■
8-bit resolution (bits per sample)
■
Mono (channels = 1)
Recording new announcements at a computer
To record an announcement at a computer:
1. At the computer, open the application that you use to
record .wav files.
2. Set the recording parameters.
3. Record the announcement by speaking into a microphone
connected to the computer.
4. Play the announcement back at the computer before
transferring the file to the VAL (TN2501AP) circuit pack.
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Deleting announcements
Deleting announcements
Let’s delete the unassigned DID announcement assigned to
extension 1234.
We know that the announcement access code is *56. Use any
console or phone with console permissions to delete the
announcement from the announcement circuit pack.
To delete the announcement, use a phone with console
permissions to complete the following steps:
announcements
1. Dial the announcement access code.
In our example, we’ll dial *56. You hear dial tone.
2. Dial the announcement extension.
In our example, we’ll dial 1234. You hear dial tone.
3. Dial 3 to delete the announcement from the circuit pack.
4. Hang up the phone.
You also need to remove the information from the system. To
remove the information, use your system administration terminal
to complete the following steps:
1. Type change announcements and press RETURN.
The Announcements/Audio Sources form appears.
2. Delete the information in the Ext and Type fields.
3. Press ENTER to save your work.
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Issue 3 July 2001
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Managing announcements
Backing up your announcements
NOTE:
To back up announcements from a TN2501AP circuit pack, you
need to use either FTP or VAL Manager. See the DEFINITY ECS
Administrator’s Guide or your Avaya representative for more
information about these tools.
Make sure you back up your announcements recorded on TN750
and TN750B circuit packs. The system loses announcements
stored on these circuit packs if power is shut down or the circuit
pack is removed.
The TN750C circuit pack has on-board FLASH memory so you
do not have to back it up. However, you may want to back up
your TN750C to another TN750C circuit pack or tape for extra
security. You need to administer the data module that is built into
the TN750 circuit pack before you save your announcements. See
DEFINITY ECS Administrator’s Guide for more information.
! CAUTION:
Do not copy, save, or restore announcements from a
TN750C to a TN750 or TN750B. It may corrupt the
announcement.
To backup announcements on TN750 or TN750B circuit packs:
1. Type save announcements and press RETURN to save the
changes.
NOTE:
If you have both TN750B and TN750C circuit packs, save
the announcements from the TN750B slot.
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VAL Manager
The save announcement process can take up to 40 minutes.
You cannot administer your system while it is saving
announcements.
VAL Manager
VAL Manager is a standalone application that allows you to copy
announcement files and announcement information to and from a
TN2501AP announcement circuit pack over a LAN connection.
■
Simplified administration to add, change, and remove
announcement information
■
The ability to back up and restore announcement files and
information
■
The ability to view the status of announcements on the
TN2501AP circuit pack
Contact your Avaya representative to obtain VAL Manager.
Send feedback: [email protected]
Issue 3 July 2001
27
announcements
VAL Manager offers the following basic features:
Managing announcements
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Managing hunt groups
This section shows you how to set up hunt groups. It explains
how calls to a hunt group are handled and shows you different
call distribution methods.
What are hunt groups?
Use hunt groups when you want more than one person to be able
to answer calls to the same number. For example, set up a hunt
group for:
■
a benefits department within your company
■
a travel reservations service
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hunt groups
A hunt group is a group of extensions that receive calls according
to the call distribution method you choose. When a call is made to
a certain phone number, the system connects the call to an
extension in the group.
Managing hunt groups
Setting up hunt groups
Let’s set up a hunt group for an internal helpline. Before making
changes to the switch, we’ll decide:
■
the phone number for the hunt group
■
the number of people answering calls
■
the way calls are answered
Our dial plan allows 4-digit internal numbers that begin with 1.
The number 1200 is not in use. So, we’ll set up a helpline hunt
group so anyone within the company can call extension 1200 for
help with a phone.
We will assign 3 people (agents) and their extensions to our
helpline. We want calls to go to the first available person.
To set up our helpline hunt group:
1. Type add hunt-group next and press RETURN.
The Hunt Group screen appears. The Group Number field
is automatically filled in with the next hunt group number.
2. In the Group Name field, type the name of the group.
In our example, type internal helpline.
3. In the Group Extension field, type the phone number.
We’ll type 1200.
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Setting up hunt groups
HUNT GROUP
Group Number:
Group Name:
Group Extension:
Group Type:
TN:
COR:
Security Code:
ISDN Caller Display:
5
ACD?
internal helpline
Queue?
1200
Vector?
ucd-loa
Coverage Path:
1
Night Service Destination:
1
MM Early Answer?
__
________
n
n
n
n
Hunt Group screen
4. In the Group Type field, type the code for the call
distribution method you choose.
NOTE:
The COS for all hunt groups defaults to 1. Therefore, any
changes to COS 1 on the Class of Service screen changes
the COS for all your hunt groups. A COS field does not
appear on the Hunt Group screen.
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Issue 3 July 2001
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hunt groups
We’ll type ucd-loa so a call goes to the agent with the
lowest percentage of work time since login.
Managing hunt groups
5. Press NEXT PAGE to find the Group Member Assignments
page.
HUNT GROUP
Group Number: 5
Group Extension: 1200
Group Type: ucd-loa
Member Range Allowed: 1 - 999 Administered Members (min/max): 1 /9
Total Administered Members: 3
GROUP MEMBER ASSIGNMENTS
Ext
Name
Ext
Name
1: 1011
14:
2: 1012
15:
3: 1013
16:
4:
17:
5:
18:
6:
19:
7:
20:
8:
21:
9:
22:
10:
23:
11:
24:
12:
25:
13:
26:
At End of Member List
Hunt Group screen
6. In the Ext field, type the extensions of the agents you want
in the hunt group.
We’ll type 1011, 1012, and 1013.
Tip:
For a ddc group type (also known as “hot seat”
selection), the call is sent to the extension listed in the first
Ext field. The system uses this form to determine the
hunting sequence. See ‘‘Call distribution methods’’ on
page 37 for more information.
7. Press ENTER to save your work.
The Name fields are display-only and do not appear until
the next time you access this hunt group.
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Setting up hunt groups
To make changes to a hunt group:
1. Type change hunt-group n and press RETURN, where n is
the number of the hunt group.
2. Change the necessary fields.
3. Press ENTER to save your changes.
Tip:
Type list member hunt group to see a list of logged-in
members of a hunt group by group number. For splits and skills,
the login ID, name, and different fields for EAS and Advocate
appear on the list.
Setting up a queue
Let’s tell the switch that up to 10 calls can wait in the queue, but
that you want to be notified if a call waits for more than
30 seconds.
You also want the switch to send a warning when 5 or more calls
are waiting in the queue. This warning flashes queue-status
buttons on phones that have a status button for this hunt group.
When the buttons flash, everyone answering these calls can see
that the helpline calls need more attention.
To set up our helpline queue:
1. Type change hunt-group n and press RETURN, where n is
the number of the hunt group to change.
In our example, type change hunt-group 5.
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hunt groups
You can tell your switch how to handle a hunt-group call when it
cannot be answered right away. The call waits in a “queue.”
Managing hunt groups
The Hunt Group form appears.
HUNT GROUP
Group Number:
Group Name:
Group Extension:
Group Type:
TN:
COR:
Security Code:
ISDN Caller Display:
5
ACD?
internal helpline
Queue?
1200
Vector?
ucd-loa
Coverage Path:
1
Night Service Destination:
1
MM Early Answer?
__
________
Queue Length: 10
Calls Warning Threshold: 5
Time Warning Threshold: 30
n
y
n
n
Calls Warning Port:
Time Warning Port:
Hunt Group screen
2. In the Queue field, type y.
3. In the Queue Length field, type the maximum number of
calls that you want to wait in the queue.
In our example, type 10.
4. In the Calls Warning Threshold field, type the maximum
number of calls that can be in the queue before the system
flashes the queue status buttons.
In our example, type 5.
5. In the Time Warning Threshold fields, type the maximum
number of seconds you want a call to wait in the queue
before the system flashes the queue status buttons.
In our example, type 30.
6. Press ENTER to save your changes.
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Setting up hunt groups
Adding hunt group announcements
You can add recorded announcements to your hunt group queue.
Use announcements to encourage callers to stay on the line or to
provide callers with information. You can define how long a call
remains in the queue before the caller hears an announcement.
See ‘‘Recording announcements’’ on page 22 for information on
how to record an announcement.
Let’s add an announcement to our internal helpline. We want the
caller to hear an announcement after 20 seconds in the queue,
after approximately 4 or 5 rings. Our announcement is already
recorded and assigned to extension 1234.
To add an announcement to our helpline queue:
1. Type change hunt-group n and press RETURN, where n is
the number of the hunt group to change.
In our example, type change hunt-group 5.
The Hunt Group form appears.
2. Press NEXT PAGE to find the First Announcement Extension
field.
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Issue 3 July 2001
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hunt groups
Tip:
You can use display announcements to find the extensions of
your recorded announcements.
Managing hunt groups
HUNT GROUP
Message Center:
AUDIX Extension:
Message Center AUDIX Name:
Primary?
Calling Party Number to INTUITY AUDIX?
LWC Reception:
AUDIX Name:
Messaging Server Name:
________
____
______
_
_
_______
_______
_______
First Announcement Extension: 1234
Second Announcement Extension: _____
Recurring? _
Delay (sec): 20
Delay (sec): __
Hunt Group screen
3. In the First Announcement Extension field, type the
extension of the announcement you want callers to hear.
In our example, type 1234.
4. In the First Announcement Delay (sec) field, type the
number of seconds you want the caller to wait before
hearing the first announcement.
In our example, type 20.
Tip:
If you set the delay announcement interval to 0, calls
automatically connect to the announcement before they
are queued, follow coverage, or connect to an available
agent. This is called a “forced first announcement.”
5. Press ENTER to save your work.
You can use the same announcement for more than one hunt
group. See DEFINITY ECS Administrator’s Guide for more
information on announcements and hunt groups.
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Call distribution methods
Call distribution methods
You have more call distribution choices if your company acquires
ACD (Automatic Call Distribution) or EAS (Expert Agent
Selection).
ACD and EAS allow you to distribute calls according to the work
loads and skill levels of your agents in each hunt group. You can
track call handling and monitor the efficiency of your agents.
When you assign ACD to a hunt group, the group is called a
“split.” When you assign EAS, the group is called a “skill.”
Method
The system hunts for...
I need...
Direct Department Calling(DDC)
the first agent administered in the hunt
group. If the first agent is busy, it goes
to the second agent, and so forth. This
“hot seat” method puts a heavy call
load on the first few agents.
no extra software
(you cannot use
this method if you
have EAS enabled)
Circular (circ)
the next available agent in a chain.
no extra software
Uniform Call DistributionMost Idle Agent (UCD-MIA)
the available agent who has been idle
the longest since their last call.
no extra software
Uniform Call DistributionLeast Occupied Agent
(UCD-LOA)
the available agent with the lowest
percentage of work time since login.
ACD, EAS, and
CentreVu
Advocate
Expert Agent DistributionMost Idle Agent (EAD-MIA)
the available agent with the highest
skill level who has been idle the
longest since their last call.
EAS
Expert Agent DistributionLeast Occupied Agent
(EAD-LOA)
the available agent with the highest
skill level and the lowest percentage of
work time since login.
EAS and CentreVu
Advocate
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Issue 3 July 2001
37
hunt groups
The following table shows 6 types of call distribution methods
and the software required for each method.
Managing hunt groups
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Managing vectors and VDNs
This section provides an introduction to vectors and Vector
Directory Numbers (VDN). It gives you basic instructions for
writing simple vectors.
! SECURITY ALERT:
This section references announcements, hunt groups, queues,
splits, and skills, which are covered in detail in other sections of
this book. You can also find information about these topics in the
DEFINITY ECS Administrator’s Guide and DEFINITY ECS Call
Vectoring/Expert Agent Selection (EAS) Guide.
Send feedback: [email protected]
Issue 3 July 2001
39
vectors/VDNs
Vector fraud is one of the most common types of toll fraud
because vectors route calls based on the class of restriction
(COR) assigned to the VDN. Refer to Avaya Security
Handbook or your Avaya representative for more
information.
Managing vectors and VDNs
What are vectors?
A vector is a series of commands that you design to tell the
system how to handle incoming calls. A vector can contain up to
32 steps and allows customized and personalized call routing and
treatment. Use call vectoring to:
■
play multiple announcements
■
route calls to internal and external destinations
■
collect and respond to dialed information
Tip:
The vector follows the commands in each step in order. The vector
“reads” the step and follows the command if the conditions are
correct. If the command cannot be followed, the vector skips the
step and reads the next step.
Your system can handle calls based on a number of conditions,
including the number of calls in a queue, how long a call has been
waiting, the time of day, day of the week, and changes in call
traffic or staffing conditions.
Writing vectors
Writing vectors is easy, but we recommend that you set up and
test your vectors before you use them across the system.
We’ll write a vector to handle calls to our main number. It is the
first vector so we’ll use number 1.
Tip:
Type list vector to see a list of existing vectors. Type list usage
vector to see where each vector is used throughout the switch.
Type list usage digit string to see all the vectors, vector tables,
and Best Service Routing (BSR) plans that use a specific dial
string).
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What are vectors?
To write a vector:
1. Type change vector 1 and press RETURN.
The Call Vector screen appears.
The vector number field on the left side of the screen is
filled in automatically.
Number: 1
Multimedia? n
Basic? y EAS? n
Prompting? y
LAI? n
CALL VECTOR
Name: main number calls
Lock? n
G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
G3V4 Adv Route? n
CINFO? n
BSR? n
01
02
03
04
05
Call Vector screen
2. Type a description for the vector in the Name field.
Tip:
The information in the heading of the Call Vector screen is
display only. Use display system-parameters
customer-options to see the features that are turned on
in your switch.
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Issue 3 July 2001
41
vectors/VDNs
In our example, type main number calls.
Managing vectors and VDNs
3. Type your vector steps in the numbered column on the left
of the screen.
Tip:
When you type in your vector steps, the switch
automatically completes some of the vector step
information for you. For example, if you type “q” in a
vector step field, the switch fills in “queue-to.” Also,
additional fields appear when you complete a field and
press TAB. This makes it very easy to type in your vector
steps.
Now that vector 1 is set up, let’s add a vector step to it to tell the
switch how to handle the calls to our main number.
Putting a call in a queue
Write a vector so that calls that come into the main business
number redirect to a queue.
We’ll use a vector-controlled hunt group for the main number
queue. This hunt group was set up as main split 47. When calls
first arrive, all calls to our main number should be queued as
“pri l” for low priority.
To queue calls, write the following vector (step 2). (Please note,
we started our example on step 2 because step 1 is used later in
this chapter.)
Number: 1
Multimedia? n
Basic? y
EAS? n
Prompting? y
LAI? n
01 _______________
02 queue-to main split
03 _______________
04 _______________
05 _______________
CALL VECTOR
Name: main number calls
Lock? n
G3V4 Enhanced? n
ANI/II-Digits? n
ASAI Routing? n
G3V4 Adv Route? n
CINFO? n
BSR? n
47 pri l
Call Vector screen
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What are vectors?
Tip:
Remember, the switch automatically fills in some of the
information when you type your vector step and press TAB.
Playing an announcement
Write a vector to play an announcement for callers in a queue.
Use the announcement to ask callers to wait. You need to record
the announcement before the vector can use it. For more
information see ‘‘Adding announcements’’ on page 20.
Let’s play our announcement 4001, asking the caller to wait, then
play music for 60 seconds, then repeat the announcement and
music until the call is answered. The goto command creates the
loop to repeat the announcement and the music. Unconditionally
means under all conditions.
vectors/VDNs
Tip:
Rather than loop your vectors directly back to the announcement
step, go to the previous queue-to step. This way, if for some
reason the call does not queue the first time, the switch can
attempt to queue the call again. If the call successfully queued the
first time through, it merely skips the queue-to step and plays the
announcement. The system cannot queue a call more than once in
the exact same priority level.
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43
Managing vectors and VDNs
To play and repeat an announcement, write this vector
(steps 3-5):
Number: 1
Multimedia? n
Basic? y
EAS? n
Prompting? y
LAI? n
CALL VECTOR
Name: main number calls
Lock? n
G3V4 Enhanced? n
ANI/II-Digits? n
ASAI Routing? n
G3V4 Adv Route? n
CINFO? n
BSR? n
1.
2. queue-to main split 47 pri l
3. announcement 4001 (‘‘All agents are busy, please wait...’’)
4. wait-time 60 secs hearing music
5. goto step 2 if unconditionally
6.
Call Vector screen
Routing based on time of day
Write a vector for calls that come in after your office closes.
Assume that your business is open 7 days a week, from 8:00 a.m.
to 5:00 p.m. When calls come in after business hours, you want to
play your announcement 4002, which states that the office is
closed and asks callers to call back during normal hours. The call
is disconnected after the announcement is played.
For after-hours treatment, write this vector (steps 1, 6, 7):
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What are vectors?
1. goto step 7 if time-of-day is all 17:00 to all 8:00
2.
3.
4.
5.
queue-to main split 47 pri l
announcement 4001 (All agents are busy, please wait...)
wait-time 60 secs hearing music
goto step 2 if unconditionally
6. stop
7. disconnect after announcement 4002 (“We’re sorry, our
office is closed...)
8.
Call Vector screen
If the goto command in step 5 fails, the switch will go to the next
step. The stop in step 6 prevents callers from incorrectly hearing
the “office is closed” announcement in step 7. Stop keeps the call
in the state it was in before the command failed. In this case, if
step 5 fails, the call remains in step 4 and the caller continues to
hear music.
! CAUTION:
Allowing callers to leave a message
Write a vector that allows callers to leave messages. This type of
vector uses a hunt group called a messaging split. For our
example, we send after-hours calls to the voice mailbox at
extension 2000 and use messaging split 99.
Once the vector routes a call to the mailbox, the caller hears a
greeting (that was recorded with the voice mail for mailbox 2000)
that tells then they can leave a message.
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45
vectors/VDNs
Add a stop vector step only after calls are routed to a queue.
If a stop vector is executed for a call NOT in queue, the call
is dropped.
Managing vectors and VDNs
To let callers leave messages, write this vector (step 7).
1.
2.
3.
4.
5.
6.
goto step 7 if time-of-day is all 17:00 to all 8:00
queue-to main split 47 pri l
announcement 4001 (All agents are busy, please wait...)
wait-time 60 secs hearing music
goto step 2 if unconditionally
stop
7. messaging split 99 for extension 2000
8.
Call Vector screen
Redirecting calls during an emergency
or holiday
You can provide a quick way for a supervisor or agent to redirect
calls during an emergency or holiday. Use a special mailbox
where you can easily change announcements. This vector is also
an alternative to making sure all agents log out before leaving
their phones.
NOTE:
You can also use Holiday Vectoring, which simplifies vector
writing for holidays and other times when you need to provide
special handling for date-related calls. This feature allows you to
administer up to ten different Holiday Tables, then use those
tables to make vectoring decisions. For information, see the
DEFINITY ECS Call Vectoring/Expert Agent Selection (EAS)
Guide.
In our example, no agents are normally logged in to split 10.
We’ll use split 10 for an emergency. We preset buttons on our
agents’ phones so people with these phones can log in at the
touch of a button.
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What are vectors?
To quickly redirect calls:
1. Create a special mailbox with the appropriate
announcement such as “We are unable to answer your call
at this time” or “Today is a holiday, please call back
tomorrow.”
In our example, we recorded the mailbox greeting for
extension 2001.
2. Insert the following bold vector steps (steps 1, 10, 11):
01. goto step 10 if staffed agents split 10 > 0
02.
03.
04.
05.
06.
07.
08.
09.
goto step 8 if time-of-day is all 17:00 to all 8:00
queue-to main split 47 pri l
announcement 4001 (“All agents are busy, please wait...”)
wait-time 60 secs hearing music
goto step 3 if unconditionally
stop
messaging split 99 for extension 2000
stop
10. messaging split 99 for extension 2001
11. stop
When an agent logs into split 10, the system looks at
vector step 1, sees that more than 0 people are logged into
split 10, and sends calls to step 10 (which sends to
messaging split 99).
When your business returns to normal and the agent logs
out of split 10, call handling returns to normal.
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Issue 3 July 2001
47
vectors/VDNs
When there is an emergency, fire drill, or holiday, the
supervisor or agent logs into this split.
Managing vectors and VDNs
Giving callers additional choices
You can give your callers a list of options when they call. Your
vector tells the switch to play an announcement that contains the
choices. The switch collects the digits the caller dials in response
to the announcement and routes the call accordingly.
We’ll create a vector that plays an announcement, then lets callers
dial an extension or wait in the queue for an attendant.
Please note, the following example of this “auto attendant” vector
is a new vector and is not built on the vector we used in the
previous examples.
To let callers connect to an extension, write this kind of vector:
Number: 20
Multimedia? n
Basic? y
EAS? n
Prompting? y
LAI? n
CALL VECTOR
Name: extension or attendant
G3V4 Enhanced? n
G3V4 Adv Route? n
Lock? n
ANI/II-Digits? n
ASAI Routing? n
CINFO? n
BSR? n
1. wait-time 0 seconds hearing music
2. collect 4 digits after announcement 4004 (You have reached our
company. Please dial a 4-digit extension or wait for the
attendant.)
3. route-to digits with coverage y
4. route-to number 0 with cov n if unconditionally
5. stop
Call Vector screen
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What are vectors?
Inserting a step
It is easy to change a vector step and not have to retype the entire
vector. Let’s add announcement 4005 between step 3 and step 4
in vector 20.
To insert a new vector step in vector 20:
1. Type change vector 20 and press RETURN.
The call vector screen appears.
2. Press EDIT.
3. Type i followed by a space and the number of the step you
want to add.
In our example, type i 4.
4. Type the new vector step.
We’ll type announcement 4005 (Please wait...).
Tip:
When you insert a new vector step, the system automatically
renumbers the rest of the vector steps and all references to the
vector steps. The switch inserts a “*” when the numbering needs
more attention.
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49
vectors/VDNs
5. Press ENTER to save your changes.
Managing vectors and VDNs
Deleting a step
To delete vector step 5 from vector 20:
1. Type change vector 20 and press RETURN.
The call vector screen appears.
2. Press EDIT.
3. Type d followed by a space and the number of the step you
want to delete.
In our example, type d 5.
Tip:
You can delete a range of vector steps. For example, to
delete steps 2 through 5, type d 2-5 and press ENTER.
4. Press ENTER to save your changes.
Tip:
When you delete a vector step, the system automatically
renumbers the rest of the vector steps and all references to the
vector steps. The switch inserts a * when the numbering needs
more attention.
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What are vectors?
Diagnosing a vector problem
If there is a problem with a vector, the switch records the error as
a vector event. Vector events occur for a number of reasons
including problems with a trunk, full queue slots, or the vector
reaching the maximum 1000 steps allowed.
Use display events to access the Event Report screen and see the
event record. Use the event record to see why the vector failed.
To view the Event Report:
1. Type display events and press RETURN.
The Event Report screen appears.
EVENT REPORT
The following option control which events will be displayed.
EVENT CATEGORY
Category: Vector
REPORT PERIOD
Interval: _a_
From: __/__/__:__ To: __/__/__:__
SEARCH OPTIONS
Vector Number: ___
Event Type: ____
2. To see all current vector events, press RETURN
OR
Indicate the events that you want to see by completing the
Report Period and Search Option fields. See DEFINITY
ECS Call Vectoring/Expert Agent Selection (EAS) Guide
for more information.
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51
vectors/VDNs
Event Report screen
Managing vectors and VDNs
3. Press ENTER to view the report.
The Event Report (detail) screen appears.
Event
Type
20
541
EVENTS REPORT
Event
Event
Event
Description
Data 1
Data 2
Call not queued
12/5
B
Not a messaging split Split 89 4C
First
Last
Event
Occur
Occur
Cnt
09/28/13:43 09/28/13:43
21
09/28/13:43 09/28/13:43 136
Event Report screen (detail)
Look at the information in the Event Data field to diagnose the
vector event. In this example, there was a problem with:
■
Vector 12, step 5
■
Split 89
Vector Directory Numbers
A Vector Directory Number (VDN) is an extension that directs an
incoming call to a specific vector. This number is a “soft”
extension number not assigned to an equipment location. VDNs
must follow your dial plan.
Let’s create VDN 5011 for our sales department. A call into 5011
routes to vector 11. This vector plays an announcement and
queues calls to the sales department.
! SECURITY ALERT:
Vector fraud is one of the most common types of toll fraud
because vectors route calls based on the class of restriction
(COR) assigned to the VDN. Refer to Avaya Security
Handbook or your Avaya representative for more
information.
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Vector Directory Numbers
To add a VDN:
1. Type add VDN 5011 and press RETURN.
You enter the VDN extension you want to add. The Vector
Directory Number screen appears.
VECTOR DIRECTORY NUMBER
Extension: 5011
Name: Sales Department
Vector Number: 11
Allow VDN Override?
COR:
TN:
Measured:
n
1
1
both
Vector Directory Number screen
2. Type a description for this VDN in the Name field.
In our example, type Sales Department.
The information in the VDN Name field appears on a
display phone. This allows the agent to recognize the
nature of the call and respond accordingly.
3. Enter the vector number.
4. In the Measured field, indicate how you want to measure
calls to this VDN.
In our example, type both (for CMS and BCMS).
Tip:
BCMS must be enabled to use “both.” Use display
system-parameters customer-options to see if
BCMS is enabled. See DEFINITY ECS Administrator’s
Guide for more information.
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53
vectors/VDNs
In our example, type 11.
Managing vectors and VDNs
5. Press ENTER to save your changes.
To see the VDNs already associated with your vectors:
1. Type list VDN and press RETURN.
The Vector Directory Numbers screen appears.
VECTOR DIRECTORY NUMBERS
Name
Tech Support
Customer Serv.
New Orders
Ext
5000
5001
5002
VDN
Ovrd
y
n
y
COR
59
1
23
TN
1
1
1
Vec
Num
234
1
5
Orig
Meas Annc
none 301
none 302
none 303
Event
Notif Skills
Adj 1st 2nd 3rd
Vector Directory Numbers screen
Each VDN maps to one vector. Several VDNs can map to the
same vector.
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Using reports
This section explains how to generate, display, list, and print
some of the basic reports on your DEFINITY system, and
provides instructions for scheduling reports.
This section also contains information on how and when to use
the system monitoring reports. It explains how to interpret some
of the information displayed in the reports.
Using report scheduler
Use report scheduler to print reports automatically. Because
printing reports requires significant switch processor resources, it
is a good idea to print reports during off-peak hours.
Setting printer parameters
Report scheduler prints to the system printer connected to your
switch.
■
Use a data module extension to connect to a printer outside
of the switch room.
■
Use the EIA port to connect directly to the printer.
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55
reports
There are two ways to connect the system printer:
Using reports
Some of the defaults for the system printer are set when the
system is installed. If you make any changes to your system
configuration, you may need to change the system parameters for
the reports to print accurately.
Let’s set the parameters for the EIA port. (Note that G3R cabinets
do not have EIA ports.)
To set system parameters:
1. Type change system-parameters features and press
RETURN.
The Feature-Related System Parameters screen appears.
2. In the System Printer Extension field, type eia.
NOTE:
If you’re connecting to a data module instead of EIA, type
the extension for the data module.
3. In the Lines Per Page field, type the number of lines per
page.
For our example, leave the default of 60 in this field.
4. In the EIA Device Bit Rate field, type 9600.
NOTE:
If you are connecting to a data module instead of EIA, the
data module controls the speed.
5. Press ENTER to save your changes.
Tip:
Check frequently to ensure that the system printer has enough
paper. Reports lost to printer failure cannot be recovered.
For more information, refer to DEFINITY ECS Reports.
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Using report scheduler
Scheduling and printing reports
You can schedule up to 50 reports at a time. If you need to
schedule more reports, you can purchase CMS or BCMS VU. For
more information on CMS and BCMS VU refer to ‘‘Selecting a
call management system’’ on page 81.
To schedule or print a report:
1. Type a list or display command followed by the report
name and schedule and press RETURN.
For example:
list measurement attendant group schedule
The Report Scheduler screen appears.
REPORT SCHEDULER
Job Id: 2
Job Status: none
Command: list measurements attendant group
Print Interval: scheduled
Print Time: 23:00
Sun: n Mon: y Tue: n Wed: y Thu: n Fri: y
Sat: n
Report Scheduler screen
■
immediate — prints the report immediately
■
scheduled — enables you to specify the day and
time you want the report to print on a daily or
weekly basis
■
deferred — enables you to print the report once for
the date and time you specify
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57
reports
2. In the Print Interval field, specify one of the following
print options:
Using reports
3. For scheduled and deferred reports, complete the Print
Time field to indicate the time you want the report to print.
NOTE:
You can schedule reports in 15-minute intervals. If a
deferred report does not print within 4 hours of the
scheduled time, it is canceled and you must reschedule it.
If scheduled reports do not print within 4 hours, they print
at the next scheduled time.
4. In the Days of the Week field, type y for each day of the
week the report should print.
5. Press ENTER to save your changes.
Listing scheduled reports
You can list all of the scheduled reports and the time and day they
are scheduled to print.
To list scheduled reports:
1. Type list report-scheduler and press RETURN.
The Report Scheduler screen appears.
REPORT SCHEDULER
Job Id
Days(smtwtfs)
Command
1
4
Time
User
nynynyn
23:00
johnston
list measurements attendant positions
nnnnynn
23:45
johnston
list measurements attendant-group
Status
Type
waiting
scheduled
waiting
scheduled
Report Scheduler screen
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Using report scheduler
Changing scheduled reports
It is easy to reschedule the time and day a report prints. As an
example, let’s change the time on job ID 12 so that it prints at
10:00 p.m. (22:00).
To change the report scheduler for job ID 12:
1. Type list report-scheduler and press RETURN.
The Report Scheduler screen appears.
2. Locate the job ID for the report you want to change.
In our example the job ID is 12.
3. Type change report-scheduler 12 and press RETURN.
The Report Scheduler screen appears.
4. In the Print Time field, type 22:00.
reports
5. Press ENTER to save your changes.
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Using reports
Removing scheduled reports
As your needs change, you may want to remove certain reports
from the report scheduler. The following example removes
Job 12 from the report scheduler.
Tip:
You can use list report-scheduler to determine which reports
you want to remove.
To remove job 12 from the report scheduler:
1. Type remove report-scheduler 12 and press RETURN.
The Report Scheduler screen appears.
2. Press ENTER to remove the report.
NOTE:
If you want to print a different report, you must remove the old
report from the report scheduler, and then add the new report.
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Analyzing report data
Analyzing report data
Most of the information displayed in these reports is measured in
CCS (centum call seconds). CCS equals the amount of call traffic
it takes to keep one piece of traffic-sensitive equipment busy for
0.6 minutes. To convert CCS to minutes, use the following
equation:
minutes = the number of CCS/0.6
For more information, refer to DEFINITY ECS Reports.
Using attendant reports
Attendant group reports enable you to assess the quality of
service provided to anyone who calls your attendant. Monitor
these reports to ensure that attendant groups are adequately
staffed. There are three attendant reports:
■
Attendant Group Measurements report — measures
attendant group traffic
■
Attendant Positions Report — measures individual
attendant performance
■
Attendant Group Performance report — measures
attendant group performance
reports
The system automatically gathers the information for these
reports, so you can use them to view attendant information at any
time.
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61
Using reports
Measuring attendant group traffic
The Attendant Group Measurements report provides peak hour
traffic measurements for any attendant group. It displays a
summary of attendant group activity for yesterday’s peak, today’s
peak, and the last hour.
To display the Attendant Group Measurements report:
1. Type list measurements attendant group and press
RETURN.
The Attendant Group Measurements screen appears.
Switch Name: Cust_Switch_Name
Grp
Siz
2
2
2
Meas
Hour
1000
1100
1500
- - - - Ans Abnd
1000 0
1006 0
1007 0
Date: 4:40 pm MON APR 15, 1998
ATTENDANT GROUP MEASUREMENTS
Calls - - - - - - - Time - - - Time Speed
Qued H-Abd Held
Avail Talk Held
Abnd Ans(sec)
0
0
0
200
80
0
0
0
YEST PEAK
0
0
0
212
76
0
0
0
TODAY PEAK
0
0
0
224
64
0
0
1
LAST HOUR
Attendant Group Measurements screen
There are several ways to determine if traffic flow is optimal. For
example:
■
If the Time Abandon field approximately equals the
average delay, the attendant group is staffed appropriately.
■
If the number of calls in the Abandon (Abdn) field is high,
according to your company standards, you may need to
schedule additional attendants during peak hours.
For information on how to calculate the average answering delay,
and what the data in the fields represent, refer to DEFINITY ECS
Reports.
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Using attendant reports
Measuring individual attendant performance
The Attendant Positions Report provides peak individual
attendant position measurements. It displays a summary of each
attendant’s activity for yesterday’s peak, today’s peak, and the
last hour. This report enables you to assess personnel
performance and to identify when additional attendant training is
necessary.
To display the Attendant Positions report:
1. Type list measurements attendant positions and press
RETURN.
The Attendant Positions Measurements screen appears.
Measuring attendant group performance
The Attendant Group Performance report displays the average
speed of calls answered for each hour of a 24-hour period, for
either yesterday or today.
To display today’s Attendant Group Performance report:
1. Type list performance attendant-group today and press
RETURN.
reports
The Attendant Speed of Answer screen appears.
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Using reports
Trunk group reports
Trunk Group Reports can help you detect traffic flow problems
such as out-of-service trunks, load balance, or peak-hour
blocking.
Tip:
If a trunk appears to have intermittent service, use list testcalls
summary to determine whether a specific trunk member is not
functioning.
If you suspect a trunk is having problems, use Automatic Circuit
Assurance (ACA) to monitor the trunk group. Refer to
DEFINITY System’s Little Instruction Book for basic diagnostics
for more information about ACA.
Summary of trunk group activity
The Trunk Group Summary report displays traffic measurements
for all trunk groups except for personal central office line groups.
The Trunk Group Summary report displays traffic measurements
for yesterday’s peak, today’s peak, or the last hour.
To display the Trunk Group Summary report for the last hour:
1. Type list measurements trunk-group summary
last-hour and press RETURN.
The Trunk Group Summary Report screen appears.
Use this report to determine general traffic flow. For more
detailed information about a particular trunk group, see ‘‘Hourly
trunk group activity’’ on page 65.
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Trunk group reports
The Trunk Group Summary report allows you to determine
measurement data such as the trunk group’s total usage, the total
number of calls, and trunk blockage.
If a trunk is out of service, see ‘‘Out-of-service trunks’’ on page
66. It is best to make adjustments to a trunk group only when all
of the trunks are functioning.
For more information on interpreting the reports, refer to
DEFINITY ECS Reports.
Hourly trunk group activity
Trunk Group Hourly reports are used in conjunction with the
Trunk Group Summary report to locate trunk problems. For
example, if the Traffic Group Summary report indicates a traffic
flow problem, run the hourly report to help you locate the
problem.
reports
When you run this report, you first specify the trunk group you
want to monitor on the Trunk Group Measurement screen. Once
you select the trunk group you want to gather data on, the system
starts collecting information on the trunk group activity. The
Trunk Group Hourly report can display up to 24 hours of
information. For example, if you started data collection on
Thursday at noon (12:00) you would have 24-hours of data by
noon (12:00) on Friday.
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Using reports
To monitor trunk group 12 for the next hour:
1. Type change meas-selection trunk-group and press
RETURN.
The Trunk Group Measurement Selection screen appears.
2. Move to a measurement field and type 12.
3. Press ENTER to save your changes.
The system records the activity of trunk group 12 for the
next hour.
4. Type list measurements trunk-group hourly 12 and
press RETURN.
The Trunk Group Hourly report displays data from the
previous hour.
Out-of-service trunks
The Trunk Outage Measurements report lists the trunks that were
out-of-service during a selected period of time. This report may
include up to five out-of-service trunks and lists how many times
each trunk was out during the specified time. The system records
trunk-outage data for the last hour, current day, and previous day.
To display the Trunk Outage Measurements report for yesterday:
1. Type list measurements outage-trunk yesterday and
press RETURN.
If there are no outages, the form is blank.
The Trunk Outage Measurements report samples trunk activity
once per hour. Therefore, if the report covers several hours, but
indicates only a small number of outages, a trunk member may be
providing intermittent service.
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Trunk group reports
Current trunk group status
The Trunk Group Status report displays a current view of the load
on various trunk groups by showing the number of calls waiting
for service. This report shows data for 60 trunk groups at a time,
but you can start the display at any number you want. For
example, let’s display trunk groups 5 and up.
To display the Trunk Group Status report:
1. Type monitor traffic trunk-groups 5 and press RETURN.
The Trunk Group Status report displays trunk groups 5
through 64.
This report shows only administered trunk groups.
2. Press CANCEL to return to the prompt.
Least used trunks
The Trunks Lightly Used Measurements report lists the five trunk
members with the lowest number of calls carried for each trunk
group. The system shows trunk lightly-used data for the last hour,
current day, or previous day. Let’s display this report for today.
To display the Trunks Lightly Used Measurements report for
today:
If the trunk member in the Calls Carried field has an unusually
low number of calls compared to other trunk members, use
Facility Test Calls to determine how a specific trunk member is
functioning. To monitor a particular trunk group, use Automatic
Circuit Assurance (ACA). Refer to DEFINITY System’s Little
Instruction Book for basic diagnostics for more information.
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reports
1. Type list measurements lightly-used-trunk today and
press RETURN.
Using reports
Measuring call center
performance
Standard switch reports on DEFINITY ECS provide valuable
data about your center’s operation.
What should I measure?
Focus on three things:
■
How many calls are answered?
■
How fast are calls answered?
■
How cost-effective is the system?
DEFINITY ECS has three hunt group reports that give you
information about agents, hunt groups, trunks, and trunk groups
to help you answer these questions. The reports are:
68
■
Hunt Group Measurements
■
Hunt Group Performance
■
Hunt Group Status
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Measuring call center performance
The table below shows you how to monitor the performance of
your call center by using these reports. To use the table, pick what
you want to measure from the column headings. As you read
down the column, each row shows the fields on a particular hunt
group report — if any — that measure that aspect of call center
performance.
Reports
Hunt Group
Measurements
How many calls are
answered?
How fast?
Costeffective?
Calls Ans/Aban.
Speed Ans (sec)
Total Usage
Time
Available
Hunt Group
Performance
Speed Ans (sec)
Hunt Group Status
LCIQ
For detailed information on these reports, see DEFINITY ECS
Reports.
How many people can use switch reports?
csi
si
r
1
3
7
reports
The number of switch administrators and super-users who can log
in simultaneously to view switch reports varies with the type of
switch you have:
A scheduled report counts as a login. Therefore, you should
schedule reports to print during off-hours.
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Using reports
Viewing hunt group reports
These procedures tell you how to display or print switch hunt
group reports.
Viewing Hunt Group Measurements reports
The Hunt Group Measurements report displays call data for each
hunt group in your system. You can print this report for
yesterday’s peak, today’s peak, or the last hour.
A peak hour is the hour during which the greatest usage of agent
time occurred. Use this report to determine the time of day with
the most traffic or to measure traffic during the previous hour.
Let’s print the Hunt Group Measurements report for today’s peak:
1. Type list measurements hunt-group today-peak print
and press RETURN.
Viewing Hunt Group Performance reports
The Hunt Group Performance report gives both the slowest
hourly average speed of answer for each hunt group and the daily
average. You can run the report for today or yesterday. This report
can help you quickly find times during the day when your staffing
is too low.
To display a Hunt Group Performance report for yesterday:
1. Type list performance hunt-group yesterday and press
RETURN.
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Using security reports
Viewing Hunt Group Status reports
The Hunt Group Status report displays a current view of your
hunt groups. This report shows 32 hunt groups at a time. To
display higher-numbered hunt groups, type the number of the first
hunt group to be displayed. For example, let’s display hunt
groups 2 and higher.
To display the Hunt Group Status report:
1. Type monitor traffic hunt-groups 2 and press RETURN.
The Hunt Group Status report displays hunt groups 2
through 33.
2. Press CANCEL to return to the prompt.
This report shows all hunt groups in the range, even if you have
not administered them.
For more information on interpreting any of these reports, refer to
DEFINITY ECS Reports.
Using security reports
reports
Security Violation Notification lets you know when someone
may be trying to break into the system. Refer to DEFINITY
System’s Little Instruction Book for basic administration for
information on how to set Security Violation Notification.
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Using reports
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Understanding call centers
This section introduces you to inbound call centers. It shows how
to set up a simple inbound call center and lists things to consider
as you plan and design your center.
What is a call center?
A call center is a way of organizing people and equipment to
achieve particular business goals. For example, you can use a call
center to make several people accessible through one number or
to handle multiple calls simultaneously. Call centers work by
organizing staff (called agents) with specific functions or
expertise into hunt groups.
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call center
Call centers use some of the features covered in other chapters of
this book: hunt groups, announcements, vectors, and VDNs. In
this section, we’ll show you how these features work together in a
call center.
Understanding call centers
Planning a call center
Good planning is crucial to setting up an effective call center.
Before you administer any part of your call center on DEFINITY
ECS, you should have a plan that is thorough and specific. Your
call center plan should identify:
■
the purpose of the call center — what the call center has to
do to be successful
■
expected call volume — the number of calls you expect
per day, per week, and per month
■
type of calls — whether the call center should answer
internal or external calls or both
■
agent functions — the major agent functions
■
necessary resources — the resources you must add to the
system, such as trunk groups and phones
Once you develop a plan for the call center, organize agents
according to their functions. These agent groups will be your hunt
groups.
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Planning a call center
Setting up the call flow
Decide how you want your system to handle calls and what you
want callers to experience. You may find it helpful to list the
possible situations a call may encounter. Set up the call flow by
adding hunt groups, setting up queues, adding announcements,
and writing vectors. Refer to earlier sections of this book for
details on completing these tasks.
Let’s set up an example call flow. We’ll set up a hunt group so
that the work load is evenly distributed and up to 2 calls wait in a
queue.
1. Type add hunt-group next and press RETURN.
The Hunt Group screen appears. In our example, the next
available hunt group is number 2.
2. In the Group Type field, type ucd-mia.
This directs the call to the most idle agent — the agent
who has waited the longest since handling a call to the
hunt group.
3. In the Queue field, type y.
4. In the Queue Length field, type 2.
5. In the Vector field, type y.
6. Complete the rest of the Hunt Group screen.
7. Press ENTER to save your changes.
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call center
Now that we’ve created a hunt group, let’s write a simple vector
that plays announcement 2340. This announcement asks callers to
stay on the line. If a call isn’t answered in 1 minute, the vector
sends the call to voice mail (extension 2000).
Understanding call centers
Write this vector:
01
02
03
06
CALL VECTOR
Number: 1
Name: sales hunt group
Multimedia? n
Lock? n
Basic? y EAS? n
G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n
G3V4 Adv Route? n
CINFO? n
BSR? n
queue-to split 2 pri m
announcement 2340 (“You have reached...”)
wait-time 60 sec hearing music
messaging split 99 for extension 2000
Tip:
Vectors are an optional feature. To see if your company has
vectoring, use display system-parameters
customer-options.
To make this vector work correctly, you need to create the
announcement at extension 2340 and assign a voice mailbox to
extension 2000.
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Planning a call center
Testing the system
■
With agents available, call each outside number you’ve
created for the call center. Does an agent in the appropriate
hunt group answer?
■
With only one agent available in a hunt group, make
several calls at once to that hunt group. Now that several
calls are in queue, call again and listen to the treatment
your call receives in queue. If you’ve administered an
announcement, do you hear it? Does it play when it’s
supposed to? If there’s a music source, does it play when
it’s supposed to? Do queue warning lamps flash when
they’re supposed do?
■
With all agents in Aux Work, call the hunt group. Does the
call follow the intended path?
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call center
Before your new call center goes live, test the system to make
sure it works the way you expect it to work.
Understanding call centers
Monitoring your call center
This step never ends. Monitor your call center’s performance
regularly so you can solve problems quickly and adjust to
changing conditions.
It’s critical that you monitor a new call center closely for the first
month. Use the hunt group and trunk reports described in ‘‘Using
reports’’ on page 55 to track your system. If you underestimated
call volume and trunk capacity, or overestimated agent
productivity, you need to change your system immediately.
In addition, perform a traffic analysis when your call center
begins operation. Work with your Avaya representative and your
local network provider. A traffic analysis gives you a
comprehensive picture of the demands on your system and how
well the system is performing.
For example, trunk reports tell you how often your trunks reach
100% occupancy. Your network provider may be able to tell you
how many callers are getting a busy signal from the CO when all
of your incoming trunks are in use. You need both pieces of
information to determine the total demand that your system needs
to meet.
If your business is growing, regular traffic analysis is crucial. Use
traffic analysis to project future demands on your system and plan
expansions accordingly.
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Understanding Automatic Call Distribution
Viewing system capacity
The capacities of your system depend on the type of switch you
have, the software you’re using, and your contract with Avaya.
Use the System Capacity screen to view the maximum capacities
of your system and your current level of usage. Remember,
however, that the capacities you’ve purchased from Avaya may
be lower than the maximums shown on the switch.
For example, to find out how many hunt groups your DEFINITY
ECS can support:
1. Type display capacity and press RETURN.
The System Capacity screen appears.
2. Go to the page that shows capacities for Hunt Groups,
Splits, or Skills.
This screen shows the system limits for hunt groups and
how much of this capacity is currently used.
Understanding Automatic Call Distribution
Automatic Call Distribution (ACD) is a DEFINITY feature used
in many call centers. ACD gives you greater flexibility to control
call flow and to measure the performance of agents.
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call center
ACD systems operate differently from non-ACD systems, and
they can be much more complex. ACD systems can also be more
powerful because they allow you to use features and products that
are not available in non-ACD systems.
Understanding call centers
Enhancing an ACD system
All call center management systems (such as Avaya’s Basic Call
Management System (BCMS), BCMSVu, and the sophisticated
CentreVu® Call Management System) require ACD. These
management systems give you the ability to measure more
aspects of your center’s operation, and in more detail, than is
possible with standard DEFINITY reports. For a comparison of
these systems, see ‘‘Selecting a call management system’’ on
page 81.
Call vectoring greatly enhances the flexibility of a call center, and
most vectoring functions require ACD. Vectoring is a simple
programming language that allows you to custom design every
aspect of call processing. For more information on call vectoring,
see ‘‘What are vectors?’’ on page 40.
Together, ACD and vectoring allow you to use Expert Agent
Selection (EAS). For a variety of reasons, you may want certain
agents to handle specific types of calls. For example, you may
want only your most experienced agents to handle your most
important customers. You may have multilingual agents who can
serve callers in a variety of languages.
EAS allows you to classify agents according to their specific
skills and then to rank them by ability or experience within each
skill. DEFINITY ECS uses these classifications to match each
call with the best available agent. For more information on call
vectoring and EAS, see DEFINITY ECS Administrator’s Guide
and DEFINITY ECS Call Vectoring/Expert Agent Selection (EAS)
Guide.
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Understanding Automatic Call Distribution
Selecting a call management system
Basic Call
Management System
(BCMS)
BCMS runs on the switch. With BCMS, you can print
reports to a printer connected to your terminal, or schedule
reports to print on the system printer.
BCMS Vu
BCMS Vu software runs on a PC with Windows 95 or
Windows NT. BCMS Vu takes BCMS data and stores it on
a PC. Users can run real-time and historical reports and
export data to other applications such as spreadsheets.
VuStats
VuStats runs on the switch. An administrator, split
supervisor, or agent uses VuStats to view BCMS data on a
display telephone.
CentreVu CMS
CentreVu CMS is a large, multi-faceted reporting system
that runs on a Sun SPARC server or Sun Enterprise
workstation. CentreVu CMS can measure more aspects of
switch performance and produce a greater variety of
reports than any of the other 3 products. CMS also allows
streamlined ACD administration.
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call center
Avaya provides management systems for the call centers that
need more detailed and flexible reporting. These applications are
optional. Contact your Avaya representative for more
information.
Understanding call centers
Use the following criteria to help you choose a call management
system.
How many people
need to monitor splits
simultaneously?
more than 3
use CentreVu CMS,
VuStats, or BCMS Vu
3 or fewer
use standard switch reports
or BCMS
How long do you
need to store report
data?
more than 7 days
use CentreVu CMS or
BCMS Vu
7 days
use BCMS (summary
report)
1 day
use standard switch reports
(up to 24 hours), VuStats,
or BCMS (24-hour detail)
work code or stroke count
data, individual trunks,
vectors
use CentreVu CMS
agents, trunk groups,
splits/skills, VDNs
use CentreVu CMS,
BCMS Vu, BCMS, or
VuStats
trunk group or hunt group
data only
use standard switch reports
What ACD elements
do you need to
monitor?
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Understanding Automatic Call Distribution
Use the following criteria to help you choose a reporting system.
If the following scenarios do not describe your needs, standard
switch reports or BCMS are probably adequate.
Do small inefficiencies or
lapses in service cause big
loss of profits?
Use CentreVu CMS or BCMS Vu. Both systems have
exception alerting to notify you of problems
immediately.
Do you frequently
generate special reports for
clients or senior
management?
Use CentreVu CMS or BCMS Vu. Both systems allow
custom report development, though CentreVu CMS
allows maximum flexibility in those reports. In
addition, CentreVu CMS allows you to create forecasts
of call volume and needed staffing.
Do you need an electronic
wallboard to display status
for your center?
Use CentreVu CMS or BCMS Vu. Both systems allow
wallboard display of report data.
Where to get more information
■
DEFINITY ECS Basic Call Management System
Operations
■
BCMS Vu Software User Guide
■
CentreVu Call Management System Administration
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call center
DEFINITY ECS Administrator’s Guide has more details about
BCMS, BCMS Vu, VuStats, and CentreVu CMS. For more
complete information, see:
Understanding call centers
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Glossary
GL
A
Abbreviated Dialing
A feature that allows callers to place calls by dialing just one or two digits.
access code
A dial code used to activate or cancel a feature or access an outgoing trunk.
analog phone
A phone that receives acoustic voice signals and sends analog electrical
signals along the phone line.
ARS partitioning
A feature that allows you to route calls differently for different groups of
users.
attendant
A person at a console who provides personalized service for incoming callers
and voice-services users by performing switching and signaling operations.
attendant console
The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to
another extension or trunk, put a call on hold, and remove a call from hold.
Attendants using the console can also manage and monitor some system
operations.
Audio Information Exchange (AUDIX)
A fully-integrated voice-mail system. Can be used with a variety of
communications systems to provide call-history data, such as subscriber
identification and reason for redirection.
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Glossary
Automatic Alternate Routing (AAR)
A feature that routes calls to alternate routes when facilities are unavailable.
Automatic Call Distribution (ACD)
A feature that gives users more flexibility in routing calls to hunt group
agents. ACD also allows external measurement systems such as BCMS and
CentreVu® CMS to be used.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost route
for toll calls.
B
barrier code
A security code used with Remote Access to prevent unauthorized access.
bridge (bridging)
The appearance of a phone’s extension at one or more other phones.
bridged appearance
A call appearance on a phone that matches a call appearance on another
phone for the duration of a call.
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Glossary
C
call appearance
For the phone or attendant console, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold calls. Lights
next to the button show the status of the call appearance.
Call Detail Recording (CDR)
A feature that records call data.
Call Vectoring
A feature that allows users to provide flexible, customized call handling by
writing a series of instructions in a simple programming language.
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
centum call seconds (CCS)
CCS is a unit for measuring call traffic. One CCS equals 100 seconds. Call
traffic for a facility, such as a hunt group or phone, is scanned every 100
seconds. If the facility is busy, it is assumed to have been busy for the entire
scan interval. There are 3600 seconds per hour, so a facility that is busy for
an entire hour will be measured as being busy for 36 CCS.
central office (CO)
The location of phone switching equipment that provides local phone service
and access to toll facilities for long-distance calling.
circuit
A channel or transmission path between two or more points.
Class of Restriction (COR)
A feature that defines call-origination and call-termination restrictions.
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Glossary
Class of Service (COS)
A feature that determines whether users can activate certain features.
coverage answer group
A group of phones that ring simultaneously when a call is redirected to it.
coverage path
The order in which calls are redirected to alternate phones.
coverage point
An extension designated as an alternate phone in a coverage path.
D
data module
A digital interface device between the switch and data equipment.
Direct Department Calling (DDC)
A method for distributing hunt group calls to agents. The switch searches
through all the hunt group extensions in order, starting with the first
extension. As soon as the switch finds an available extension, it connects the
call. Compare to Uniform Call Distribution (UCD).
E
Expert Agent Selection (EAS)
A feature allowing incoming calls to be routed to specialized groups of
agents within a larger pool of agents.
extension
A number by which calls are routed through a communications system.
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Glossary
external call
A connection between a communications system user and a party on the
public network or on another communications system in a private network.
F
facility
A telecommunications transmission pathway and associated equipment.
feature access code (FAC)
A code users dial to access a system feature.
feature button
A button on a phone or attendant console used to access a specific feature.
H
hunt group
A group of extensions that all can receive calls directed to a single phone
number. When a call arrives at the group number, the switch searches
(“hunts”) for an available extension in the group and connects the call to that
extension.
I
internal call
A connection between two users on the same phone system.
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Glossary
M
major alarm
An indication of a component failure that requires immediate attention.
minor alarm
An indication of a component failure that could affect customer service.
multiappearance phone
A phone equipped with several call-appearance buttons allowing the user to
handle more than one call on that same extension at the same time.
P
pickup group
A group of individuals authorized to answer any call directed to an extension
within the group.
port carrier
A carrier in a cabinet containing port circuit packs, power units, and service
circuits. Also called a port cabinet.
primary extension
The main extension associated with the physical phone or data terminal.
principal
A phone that has its primary extension bridged on one or more other phones.
public network
The network that can be openly accessed by all customers for local and
long-distance calling.
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Glossary
R
redirection criteria
Information administered for each phone’s coverage path that determines
when an incoming call is redirected to coverage.
S
skill
An attribute assigned to an agent in a system using Expert Agent Selection.
An agent’s skill indicates a specialty in which the agent is proficient.
split
An ACD hunt group.
system administrator
The person who maintains overall customer responsibility for system
administration.
system printer
An optional printer that may be used to print scheduled reports via the report
scheduler.
system report
A report that provides historical traffic information for internally measured
splits.
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Glossary
T
trunk
A dedicated telecommunications channel between 2 phone systems or COs.
trunk group
Telecommunications channels assigned as a group for certain functions that
can be used interchangeably between two communications systems or COs.
U
Uniform Call Distribution (UCD)
A method for distributing hunt group calls to agents by comparing agents’
workloads. DEFINITY ECS can deliver each new call to the most idle agent
(the available agent who has been idle the longest since their last hunt group
call) or to the least occupied agent (the agent who has spent the least amount
of time on hunt group calls in their current shift). Compare to Direct
Department Calling (DDC).
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each point
in a multiswitch system.
V
Vector
A set of call handling instructions for DEFINITY ECS, that can direct the
switch to queue calls, play announcements, play music, route calls to voice
messaging, as well as many other things.
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Index
Index
how to order more copies, xvi
buttons
help, xii
A
ACD, enhancing, 80
adding
announcements, 20
hunt group announcements, 35
hunt groups, 30
trunk groups, 4
vector directory numbers, 52
announcements
adding, 20
backing up, 26
definition, 19
deleting, 25
hunt group, 35
list of options, 48
recording, 22
types, 19
vector, 43
assigning hunt group agents, 32
attendant group measurements
report, 62
attendant group performance, 63
attendant positions measurement
report, 63
attendant reports, overview, 61
automatic call distribution (ACD), 37, 79
B
backing up, announcements, 26
Basic Call Management System
(BCMS), 81
BCMS Vu, 81
books
Send feedback: [email protected]
C
call center
automatic call distribution (ACD), 79
call flow, 75
creating, 75
definition, 73
management systems, 81
measuring agent performance, 79
measuring performance, 78
planning, 74
system capacity, 79
testing, 77
call center management system, 80
selecting, 82
call distribution, 37
CAMA trunks, 2
CentreVu CMS, 81
centum call seconds, 61
CO trunks, 2
commands
add hunt-group next, 30
add trunk-group, 5
add VDN, 53
change announcements, 21, 25
change console-parameters, 12, 16
change hunt-group, 10, 33, 35
change listed-directory-numbers, 12
change meas-selection
trunk-group, 66
change system-parameters
features, 56
change trunk-group, 14
change vector, 41, 49, 50
commands, (continued)
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Index
display announcements, 35
display capacity, 79
display integrated-annc-boards, 21
display system-parameters
customer-options, 41
list measurements attendant
group, 62
list measurements attendant
positions, 63
list measurements
lightly-used-trunk, 67
list measurements outage-trunk
yesterday, 66
list measurements trunk-group
hourly, 66
list measurements trunk-group
summary, 64
list member hunt group, 33
list performance attendant-group
today, 63
list report-scheduler, 58, 60
list testcalls summary, 64
list usage digit string, 40
list usage vector, 40
list VDN, 54
list vector, 40
monitor traffic trunk-group, 67
remove report-scheduler, 60
save announcements, 26
CPE trunks, 2
creating, call center, 75
D
deleting a step, vectors, 50
deleting announcements, 25
DID trunks, 2
DIOD trunks, 2
directory numbers, vectors, 52
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display events, 51
DMI-BOS trunks, 2
E
expert agent selection (EAS), 37
extended service agreement, xvii
F
FX trunks, 2
G
g, 40
H
help
buttons, xii
numbers to call, xvii
hunt group night service, 10
hunt groups
adding, 30
announcements, 35
assigning agents, 32
definition, 29
I
inserting a step, vectors, 49
ISDN-BRI trunks, 3
ISDN-PRI trunks, 3
Send feedback: [email protected]
Index
L
Q
list of options, vectors, 48
listing scheduled reports, 58
queue, setting up, 33
queueing calls, 42
M
R
management systems, call center, 81
measuring agent performance, call
center, 79
message line, xii
message, vector, 45
recording announcements, 22
redirecting calls, vectors, 46
removing scheduled reports, 60
report
attendant group measurements, 62
attendant positions
measurement, 63
attendant speed of answer, 63
least used trunks, 67
out-of-service trunks, 66
trunk group status, 67
trunk group summary, 64
reports
listing scheduled, 58
printing, 57
scheduling, 57
RLT trunks, 3
N
night service
hunt group, 10
interactions, 17
night station, 11
trunk group, 13
types, 9
night station service, 11
O
out-of-service trunks, report, 66
P
performance, attendant group, 63
planning, call center, 74
printer parameters, setting, 55
printing reports, 57
Send feedback: [email protected]
S
scheduled reports, removing, 60
scheduling reports, 57
screens, xii
Announcements/Audio Sources, 22
Attendant Group Measurements, 62
Call Vector, 42, 44, 45, 46
Console Parameters, 16
Event Report, 51, 52
Hunt Group, 10, 32, 34, 36
Listed Directory Numbers, 12
Issue 3 July 2001
95
Index
screens, (continued)
Report Scheduler, 57, 58
Trunk Group, 5, 14
Vector Directory Numbers, 54
security
concerns, xiii
service agreement, extended, xvii
setting up a queue, 33
setting, printer parameters, 55
status line, xii
system capacity, call center, 79
T
tandem trunks, 3
testing, call center, 77
tie trunks, 3
time of day, vector, 44
TN2501AP, 20
TN750C, 19
toll fraud, xiii
trunk group
adding, 4
least used report, 67
night service, 13
reports, 64
status report, 67
summary report, 64
trunks
CAMA, 2
CO, 2
CPE, 2
DID, 2
DIOD, 2
DMI-BOS, 2
FX, 2
96
Issue 3 July 2001
trunks, (continued)
ISDN-BRI, 3
ISDN-PRI, 3
RLT, 3
tandem, 3
tie, 3
WATS, 3
trunks, out-of-service report, 66
V
VAL Manager, 27
vector directory numbers (VDN), 52
vectors
announcements, 43
definition, 40
deleting a step, 50
inserting a step, 49
list of options, 48
message, 45
queueing calls, 42
redirecting calls, 46
time of day routing, 44
writing, 40
Voice Announcement over LAN
(VAL), 20
voice terminals, see phones
VuStats, 81
W
WATS trunks, 3
writing vectors, 40
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