Administering Call Center Elite 6.3

Administering Avaya Aura® Call Center
Elite
Release 6.3
Issue 1
May 2013
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Preventing Toll Fraud
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Contents
Chapter 1: Introduction...................................................................................................... 11
Purpose..................................................................................................................................................... 11
Intended audience.................................................................................................................................... 11
Related resources..................................................................................................................................... 11
Documentation................................................................................................................................. 11
Avaya Mentor videos........................................................................................................................ 12
Support...................................................................................................................................................... 12
Chapter 2: Call Center Elite screen reference.................................................................. 13
Agent LoginID screen................................................................................................................................ 13
Agent LoginID administration commands......................................................................................... 13
Agent LoginID field descriptions....................................................................................................... 14
List Agent-LoginID field descriptions................................................................................................ 20
BCMS/VuStats Login ID screen................................................................................................................ 21
BCMS/VuStats Login ID administration commands......................................................................... 22
BCMS/VuStats field descriptions...................................................................................................... 22
Implementation notes for BCMS/VuStats Login ID administration................................................... 23
Best Service Routing Application Plan screen.......................................................................................... 23
BSR Application Plan administration commands............................................................................. 23
BSR Application Plan field descriptions........................................................................................... 24
Call Vector screen..................................................................................................................................... 25
Call Vector administration commands.............................................................................................. 25
Call Vector field descriptions............................................................................................................ 26
Class of Restriction screen....................................................................................................................... 29
COR administration commands....................................................................................................... 29
COR field descriptions...................................................................................................................... 29
Duplicate Vector screen............................................................................................................................ 31
Duplicate Vector administration command....................................................................................... 31
Duplicate Vector field descriptions................................................................................................... 32
Feature-Related System Parameters screen............................................................................................ 33
Call Center System Parameters....................................................................................................... 33
Holiday Table screen................................................................................................................................ 53
Holiday Table administration commands......................................................................................... 53
Holiday Table field descriptions........................................................................................................ 54
Implementation notes for entering dates.......................................................................................... 54
Hunt Group screen.................................................................................................................................... 55
Hunt Group administration commands............................................................................................. 55
Hunt Group field descriptions........................................................................................................... 56
Policy Routing Table screen..................................................................................................................... 73
Policy Routing Table administration commands.............................................................................. 74
Policy Routing Table field descriptions............................................................................................. 74
Reason Code Names screen.................................................................................................................... 76
Reason Code Names administration commands............................................................................. 76
Reason Code Names field descriptions........................................................................................... 76
Service Hours Table screen...................................................................................................................... 77
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Service Hours Table administration commands............................................................................... 77
Service Hours Table field descriptions............................................................................................. 77
SIT Treatment for Call Classification screen............................................................................................. 78
SIT Treatment for Call Classification administration commands...................................................... 78
SIT Treatment for Call Classification field descriptions.................................................................... 78
Vector Directory Number screen............................................................................................................... 80
VDN administration commands........................................................................................................ 80
VDN field descriptions...................................................................................................................... 81
Implementation notes for the VDN screen....................................................................................... 90
Vector Routing Table screen..................................................................................................................... 91
Vector Routing Table administration commands.............................................................................. 91
Vector Routing Table field descriptions............................................................................................ 92
VuStats Display Format screen................................................................................................................. 93
VuStats Display Format administration commands.......................................................................... 93
VuStats Display Format field descriptions........................................................................................ 93
List VuStats Display Format screen................................................................................................. 96
Chapter 3: Administering Call Center Elite features........................................................ 117
Abandoned Call Search............................................................................................................................ 117
Add/Remove Skills.................................................................................................................................... 117
Adding skills..................................................................................................................................... 118
Removing skills................................................................................................................................ 119
Agent/Caller Disconnect Tones................................................................................................................. 120
Agent Call Handling.................................................................................................................................. 120
Administering Callr-info.................................................................................................................... 121
Auto-Available Skills.................................................................................................................................. 122
Automatic Call Distribution........................................................................................................................ 122
Business Advocate.................................................................................................................................... 125
Avaya IQ Measurements........................................................................................................................... 127
Basic Call Management System............................................................................................................... 127
Best Service Routing................................................................................................................................. 128
Singlesite BSR................................................................................................................................. 128
Multisite BSR.................................................................................................................................... 129
BSR Local Treatment....................................................................................................................... 130
Alternate selection on BSR ties........................................................................................................ 131
Administering BSR polling over IP without the B-channel................................................................ 131
Call Classification...................................................................................................................................... 137
ASAI switched classified call operation............................................................................................ 137
How to insert the call classifier......................................................................................................... 139
How the call attempt is rejected....................................................................................................... 139
About the SIT Treatment for Call Classification screen.................................................................... 140
Call Prompting........................................................................................................................................... 140
Call Vectoring............................................................................................................................................ 141
Display the UUI station button................................................................................................................... 144
Administering the UUI button........................................................................................................... 144
Display VDN for Route-To DAC................................................................................................................ 144
Expert Agent Selection.............................................................................................................................. 145
Administering EAS........................................................................................................................... 148
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Other parameters that support EAS Agent LoginID......................................................................... 148
Call Handling Preference................................................................................................................. 151
Direct Agent Calling.......................................................................................................................... 152
Direct Agent Announcement............................................................................................................ 153
Forced Agent Logout by Clock Time......................................................................................................... 154
Forced Agent Logout/Aux Work by Location/Skill..................................................................................... 154
Forced Agent Logout from ACW............................................................................................................... 155
Tips for administering Forced Agent Logout from ACW................................................................... 156
Inbound Call Management........................................................................................................................ 156
Interruptible Aux........................................................................................................................................ 157
Intraflow and Interflow............................................................................................................................... 157
Location Preference Distribution............................................................................................................... 158
Look-Ahead Interflow................................................................................................................................ 158
Maximum Agent Occupancy..................................................................................................................... 159
Multinational CPN Prefix........................................................................................................................... 160
Multiple Call Handling............................................................................................................................... 160
Network Call Redirection........................................................................................................................... 161
NCR administration for SIP.............................................................................................................. 163
Administering station or ASAI transfer, conference, or release........................................................ 164
Reserving trunk group B-channels for NCT-type redirection operations.......................................... 164
About setting up DTMF announcements for the AT&T In-Band Transfer Connect service.............. 167
Percentage Allocation Routing.................................................................................................................. 170
Proactive Contact switch-classified calls for improved reporting.............................................................. 171
Proactive Contact non switch-classified calls for improved reporting............................................... 171
Queue Status Indications.......................................................................................................................... 171
Reason Codes.......................................................................................................................................... 172
Redirection on IP Failure........................................................................................................................... 173
Redirection on No Answer........................................................................................................................ 174
Redirection on OPTIM Failure................................................................................................................... 175
Remote Logout of Agent........................................................................................................................... 175
Reporting adjuncts on Communication Manager...................................................................................... 176
Adding the reporting adjunct nodes.................................................................................................. 176
Administering the Communication Manager server-to-Avaya IQ interface...................................... 176
Communication server-to-CMS interface......................................................................................... 177
Administering CMS and Avaya IQ at the same time with Communication Manager........................ 178
Service Hours Table.................................................................................................................................. 179
Service Level Maximizer........................................................................................................................... 179
Service Observing..................................................................................................................................... 180
Service Observing with Multiple Observers.............................................................................................. 181
Universal Call ID....................................................................................................................................... 182
Task A: Check ASAI interface before enabling UCID...................................................................... 182
Task B: Set the communication server to create and send UCIDs.................................................. 183
Task C: Enable UCID transmission on trunk groups........................................................................ 184
User-to-User Information transport for ISDN trunks.................................................................................. 185
User-to-User Information transport for SIP trunks..................................................................................... 187
Administering UUI transport for SIP trunks...................................................................................... 187
VDN in a Coverage Path........................................................................................................................... 188
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VDN of Origin Announcement................................................................................................................... 188
VDN Return Destination............................................................................................................................ 189
VDN Time Zone Offset.............................................................................................................................. 189
Voice Response Integration...................................................................................................................... 190
VuStats...................................................................................................................................................... 190
Agent Login ID screen for VuStats................................................................................................... 191
Attendant Console............................................................................................................................ 191
BCMS/VuStats Login ID................................................................................................................... 192
Feature-Related System-Parameters............................................................................................... 192
Hunt Group....................................................................................................................................... 193
Trunk Group..................................................................................................................................... 194
Station.............................................................................................................................................. 194
Vector Directory Number.................................................................................................................. 194
Zip Tone Burst for Callmaster® Endpoints................................................................................................ 194
Chapter 4: Administering the 96X1 SIP agent deskphones............................................ 197
Dedicating station and call routing SIP trunk groups................................................................................ 198
Administering the Signaling Group screen....................................................................................... 199
Administering the Trunk Group screen............................................................................................. 201
Chapter 5: Time of Day Clock Synchronization............................................................... 203
TOD synchronization methods.................................................................................................................. 203
How to use NTP/SNTP to administer direct switch synchronization................................................ 203
How to use Avaya Site Administration to schedule synchronization tasks....................................... 203
How to use NTP/SNTP to synchronize the switch to UTC time................................................................ 204
How to use Avaya Site Administration to set up a TOD synchronization schedule.................................. 204
Prerequisites for using Avaya Site Administration to set up a TOD synchronization schedule........ 205
Things to know before you set up a synchronization schedule........................................................ 205
Designing a TOD clock synchronization schedule........................................................................... 208
Setting up a TOD synchronization task schedule in Avaya Site Administration............................... 212
NTP or SNTP and Internet Time Servers.................................................................................................. 213
SNTP on switch platforms that support direct synchronization........................................................ 214
Platforms that synchronize through an Avaya Site Administration client computer......................... 215
Setting up ACD offset times for CMS reporting......................................................................................... 215
Setting switch time zone offset values for CMS report times........................................................... 216
Chapter 6: Recorded announcements.............................................................................. 217
Recorded announcement types................................................................................................................ 218
Analog line types.............................................................................................................................. 218
DS1 types......................................................................................................................................... 219
Auxiliary trunk types......................................................................................................................... 219
Integrated types................................................................................................................................ 220
When to use recorded announcements.................................................................................................... 221
Barge-in..................................................................................................................................................... 221
Barge-in operational details.............................................................................................................. 222
Nonbarge-in operational details....................................................................................................... 222
Integrated and externally recorded announcements................................................................................. 222
How to record announcements................................................................................................................. 223
Announcement recording................................................................................................................. 224
Announcement sessions.................................................................................................................. 224
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Recording the announcement..........................................................................................................
Stop recording the announcement...................................................................................................
Playing back the announcement......................................................................................................
Deleting the announcement.............................................................................................................
Recorded announcements for ACD and other call center features..........................................................
Recorded announcements and automatic wakeup..........................................................................
Locally sourced music and announcements.............................................................................................
Definitions.........................................................................................................................................
Locally sourced music and announcements....................................................................................
Audio groups....................................................................................................................................
How the algorithm determines the most local source of an audio group..........................................
Capabilities of locally sourced music and announcements..............................................................
225
225
226
226
227
227
227
227
228
228
228
229
Chapter 7: Administering VRUs/IVRs as station ports.................................................... 231
Administering C and D tones for a VRU port............................................................................................ 232
Glossary............................................................................................................................... 233
Index..................................................................................................................................... 249
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Chapter 1: Introduction
Purpose
The document describes how to administer Automatic Call Distribution (ACD) and Call
Vectoring features.
Intended audience
This document is intended for implementation engineers and system administrators.
Related resources
Documentation
The following table lists the documents related to Avaya Aura® Call Center Elite. Download the
documents from the Avaya Support website at http://support.avaya.com.
Title
Description
Audience
Overview
Avaya Aura® Call Center Elite
Overview and Specification
Product overview, salient Implementation engineers,
features, and
sales engineers, and solution
specifications
architects
Avaya Communication
Manager Call Center Software
Basic Call Management
System (BCMS) Operations
Basic reporting overview Call center supervisors and
system administrators
Understanding
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Introduction
Title
Avaya Aura® Call Center Elite
Feature Reference
Description
Automatic Call
Distribution (ACD) and
Call Vectoring features
Audience
Implementation engineers,
sales engineers, and solution
architects
Avaya Mentor videos
Avaya Mentor is an Avaya-run channel on YouTube that includes technical content on how to
install, configure, and troubleshoot Avaya products.
Go to http://www.youtube.com/AvayaMentor and perform one of the following actions:
• Enter a key word or key words in the Search Channel to search for a specific product
or topic.
• Scroll down Playlists, and click the name of a topic to see the available list of videos
posted on the site.
Support
Visit the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release
notes, downloads, and resolutions to issues. Use the online service request system to create
a service request. Chat with live agents to get answers to questions, or request an agent to
connect you to a support team if an issue requires additional expertise.
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Chapter 2: Call Center Elite screen
reference
Agent LoginID screen
Use the Agent LoginID screen to add or change agent login IDs and skill assignment for Expert
Agent Selection (EAS).
Agent LoginID administration commands
Use the following commands to administer agent login IDs on the Agent LoginID screen.
Command
name
Parameter
Qualifier
add
agent-loginid
xxxxx or next
change
agent-loginid
xxxx [auto]
duplicate agent-loginid
xxxxx [start nnn] [count x]
remove
agent-loginid
xxxxx
list
agent-loginid
staffed [name] [AAS y or n]. To view AAS, enter y.
unstaffed [name] [AAS y or n]
auto indicates automatic logout and login of logged-in agents after you change agent
skills.
• If you use auto, you will see the following warning message: Agents must log in
again before non-skill changes take effect.
• If you do not use auto, you will see the following warning message: Agents must log
in again for the changes to take effect.
xxxx is the extension.
nnn is the extension number of the first duplicate agent loginID in the number sequence.
[ ] indicates that the qualifier is optional.
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Call Center Elite screen reference
Agent LoginID field descriptions
Field name
Description
AAS
To use the extension as a port for an Auto
Available Split/Skill (AAS). Valid entries are
y and n.
Important:
If you enter y in the AAS field, the system
clears the password. Type remove
agent-loginid xxxx to enter n in
the AAS field and to remove and add the
agent again.
Use the field for adjunct equipment ports
only, not for human agents.
ACW Agent Considered Idle
To include agents who are in the After Call
Work (ACW) work mode in the Most-Idle
Agent (MIA) queue. Time in ACW is counted
as idle time.
To exclude ACW agents from the queue,
enter n. Valid entries are system, n, and
y.
AUDIX
To use the extension as a port for Audio
Information Exchange (AUDIX). Valid entries
are y and n.
Note:
Do not enter y in the AAS and AUDIX
fields at the same time.
AUDIX Name for Messaging
To perform one of the following actions:
• Type the name of the messaging system
used for Leave Word Calling (LWC)
reception.
• Type the name of the messaging system
that provides coverage for this agent login
ID.
• Leave the field blank.
Auto-Answer
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To determine agent settings. When using
Expert Agent Selection (EAS), the agent
setting applies to the station where the agent
logs in. If the setting for that station is
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Agent LoginID screen
Field name
Description
different, the agent setting overrides the
station setting.
Valid entries are as follows:
• all: Communication Manager
immediately sends all ACD and non-ACD
calls to the agent. If you enter y in the
Allow Ringer-off with Auto-Answer field,
agents can press ringer-off to prevent
ringing.
• acd: Communication Manager sends only
ACD calls and direct agent calls to the
agent.
• none: The default is none.
• station: Communication Manager uses
the auto-answer setting on the Station
screen.
Aux Work Reason Code Type
To determine how agents enter reason
codes when entering the Auxiliary (AUX)
work mode.
• system: Default. Settings assigned on
the Feature-Related System Parameters
screen are applicable.
• none: An agent does not enter a reason
code when entering the AUX work mode.
• requested: An agent is requested, not
forced, to enter a reason code when
entering the AUX work mode. To enter this
field value, set the Reason Codes and
EAS fields on the Call Center page of the
System-Parameter Customer-Options
screen to y.
• forced: An agent must enter a reason
code when entering the AUX work mode.
To enter this field value, set the Reason
Codes and EAS fields on the Call Center
page of the System-Parameter CustomerOptions screen to y.
Call Handling Preference
To determine the call selection method for an
agent during call surplus conditions.
Valid entries are as follows:
• skill-level: When calls are in a
queue and an agent becomes available,
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Call Center Elite screen reference
Field name
Description
Communication Manager delivers the
oldest, highest priority call waiting for the
highest skill level. This is the default.
• greatest-need: Communication
Manager delivers the oldest, highest
priority call for any assigned skill.
• percent-allocation:
Communication Manager delivers a call
based on the target allocation for each
assigned skill.
Percent Allocation is applicable when
Business Advocate on the SystemParameters Customer-Options screen is
set to y.
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COR
To assign a Class of Restriction (COR)
number to the login ID.
Valid entries are 0 to 995. The default is
1.
Coverage Path
To assign a coverage path for calls to the
login ID. Valid entries are a path number
between 1-999, time of day table t1t999 or blank. The default is blank. The
coverage path is used when an agent is
logged out of the system, that is, the agent is
unstaffed, busy, or does not answer calls.
Direct Agent Calls First
To override the Percent Allocation call
selection method to deliver direct agent calls
before other ACD calls. This field replaces
the Service Objective field when you enter
percent-allocation in the Call
Handling Preference field. Valid entries are
y and n.
Direct Agent Skill
To assign a skill number for handling direct
agents calls. Valid entries are 1-8000 or
blank.
Forced Agent Logout Time
To enable Forced Agent Logout by Clock
Time by administering a time of day to
automatically log out agents using an hour
and minute field. Valid entries for the hour
field are 01-23. Valid entries for the minute
field are 00, 15, 30, and 45. The default is
blank.
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Agent LoginID screen
Field name
Description
Local Call Preference
To administer Local Preference Distribution
for handling agent or call surplus
conditions.
To set up an algorithm for agent surplus
conditions, administer the Local Agent
Preference field on the Hunt Group screen.
Valid entries are y or n. The default is n. You
can enter y only if the Call Center Release
field is 3.0 or later and the Multiple
Locations Customer field is set to y.
Login ID
To view the identifier for a Logical Agent. This
field is a display-only field.
LoginID for ISDN/SIP Display
To include the Agent LoginID Calling Party
Number (CPN) and Name fields in ISDN and
SIP messaging over network facilities. If you
enter n, the physical station extension CPN
and the name is sent. The Send Name on the
ISDN Trunk Group screen prevents sending
the CPN and the name if set to n and can
prevent sending it if set to restricted.
Logout Reason Code Type
To determine how agents enter reason
codes.
Valid entries are as follows:
• system: Settings assigned on the
Feature-Related System Parameters
screen apply. This is the default.
• none: An agent does not enter a reason
code when logging out.
• requested: An agent is requested, not
forced, to enter a reason code when
logging out. To enter this field value, set the
Reason Codes and EAS fields on the
System-Parameters Customer-Options
screen to y.
• forced: An agent must enter a reason
code when logging out. To enter this field
value, set the Reason Codes and EAS
fields on the System-Parameters
Customer-Options screen to y.
LWC Reception
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To determine the storage point for LWC
messages.
Valid LWC entries are audix, msa, spe,
and none. The default is spe.
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Call Center Elite screen reference
Field name
Description
Maximum time agent in ACW before
logout (sec)
To determine the ACW time out period
before the system logs an agent out.
• system: This is the default. Settings on
the Feature-Related System Parameters
screen are applicable.
• none: ACW time out is inapplicable.
• 30-9999 sec: This setting takes
precedence over the system setting for
maximum time in ACW.
Messaging Server Name for Messaging
To perform one of the following actions:
• Type the name of the messaging server
used for LWC reception.
• Type the name of the messaging server
that provides coverage for the login ID.
• Leave the field blank.
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MIA Across Skills
To remove an agent from the MIA queue for
all the splits/skills or hunt groups that the
agent is available in when the agent answers
a call from any of the agent splits/skills or
hunt groups.
Valid entries are system, n, and y. The
default is system.
Name
To enter up to a 27-character string naming
the agent. Any alphanumeric character is
valid. The default is blank.
Percent Allocation (PA)
To enter a number between 1-100 for each
skill. All entries must add up to 100 percent.
Do not use target percent allocations for
reserve skills.
Password
To enter up to nine digits as the password
that the agent must enter upon login. Valid
entries are the digits 0 through 9. Enter the
minimum number of digits in this field
specified by the Minimum Agent-LoginID
Password Length field on the FeatureRelated System Parameters screen. The
default is blank.
Applicable only if you enter n in the AAS and
AUDIX fields.
Password (enter again)
To reenter the password.
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Agent LoginID screen
Field name
Description
Port Extension
To type the assigned extension for the AAS
or AUDIX port. This extension cannot be a
VDN or an agent login ID. The default is
blank.
Applicable only if you enter y in the AAS or
AUDIX field.
Reserve Level (RL)
To enter the reserve level to be assigned to
the agent for the skill with Service Level
Supervisor (SLS) or the type of interruption
with the Interruptible Aux work feature.
You can assign a reserve level of 1 or 2, or
an interruptible level of a, m, or n where
a=Auto-In-Interrupt, m=Manual-In-Interrupt,
and n = Notify-Interrupt. For no reserve or
interruptible level, leave the field blank.
Changes to this field take effect the next time
the agent logs in to the system.
You can use the values 1 or 2 only if
Business Advocate is active for the system.
A skill level cannot be assigned with just a
reserve level setting. RL set to 1 or 2 defines
the Expected Wait Time (EWT) threshold
level for the agent to be added to the
assigned skill as a reserve agent.
When EWT for this skill reaches the
corresponding threshold set on the Hunt
Group screen, the system automatically
adds the this skill to logged-in agent skills.
The system delivers calls from this skill to the
agent until the skill EWT drops below the
assigned overload threshold for that level or
if Oldest Call Waiting (OCW) is used as
threshold.
Use the Interruptible Aux feature when the
service level target is not being met.
Security Code
To enter the 4-digit security code or
password for the Demand Print Messages
feature. This default is blank.
Service Objective
To administer Service Objective on the
Hunt Group and the Agent LoginID
screens.
Applicable when the Call Handling
Preference is greatest-need or
skill-level.
The communication server selects the
arriving ACD calls for staffed agents
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Call Center Elite screen reference
Field name
Description
according to the ratio of Predicted Wait Time
(PWT) or Current Wait Time (CWT) to the
administered Service Objective for the skill.
Skill Number (SN)
To enter the skill hunt groups that the agent
must handle. Do not enter the same skill
twice.
Valid entries are as follows:
• If you enter n in the Expert Agent
Selection - Preference Handling
Distribution (EAS-PHD) field, enter up to
four skills.
• If you enter y in the Expert Agent
Selection - Preference Handling
Distribution (EAS-PHD) field, enter up to
60 or 120 skills.
Important:
Assigning a large number of skills to
agents can impact the performance of
the system. Review system designs
with Avaya Sales Factory when agents
have more than 60 skills for each
agent.
Skill Level (SL)
To enter a skill level for each skill assigned
to an agent.
• If you enter n in the Expert Agent
Selection - Preference Handling
Distribution (EAS-PHD) field, two priority
levels are available.
• If you enter y in the Expert Agent
Selection - Preference Handling
Distribution (EAS-PHD) field, 16 priority
levels are available.
TN
To enter the Tenant Partition number.
Valid entries are 1-100.
List Agent-LoginID field descriptions
The following fields appear on the List Agent LoginID screen. All these fields are display-only:
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BCMS/VuStats Login ID screen
Field name
Description
Name
Displays the name administered for the
agent.
AAS/AUD
This field is y if the login ID is assigned as an
auto-available split/skill or an AUDIX port.
Agt Pr
Displays the call handling preference
assigned to a loginID.
Dir Agt
Displays the entry in the Direct Agent Skill
field.
Extension
Displays the physical extension at which the
agent is currently logged in. The field is blank
if the agent is not logged in.
Skl/Lv
Displays the skills and skill level assigned to
an agent.
COR
Displays the administered Class of
Restriction (COR) for a login ID.
SO
Displays the entry in the Service Objective
field.
BCMS/VuStats Login ID screen
You must administer the BCMS/VuStats Login ID screen, if:
• EAS is set to n.
• The BCMS/VuStats Login ID field on the Feature-Related System Parameters screen
is set to y. This field is located in the Call Management System section of the screen.
Entering an agent name is optional. If you do not enter an agent name, you will receive the
following data from BCMS or VuStats:
ID xxxxxxxxx, where xxxxxxxxx is an agent login ID.
Important:
Only agents using administered login IDs can successfully log in to a split or skill that is
measured by BCMS.
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Call Center Elite screen reference
BCMS/VuStats Login ID administration commands
Use the following administration commands to administer the BCMS/VuStats Login ID
screen.
Command
name
Parameter
Qualifier
add
bcms-vustats loginIDs
No qualifier
change
bcms-vustats loginIDs
[login ID]
display
bcms-vustats loginIDs
[login ID]
list
bcms-vustats loginIDs
[login ID] count X
BCMS/VuStats field descriptions
Field name
Description
Login ID
• Ensure the login ID is of the same length
as the ACD Login Identification Length
field that is specified on the FeatureRelated System Parameters screen. If the
length does not match, the system displays
an error message and places the cursor on
the incorrect field.
• If you change the administered login length
to a different value, the system changes
the allowed length for all other IDs entered
on the screen. If you do not adjust the login
lengths, agents cannot log in. Change the
ACD login identification length to fit the
existing logins or change the logins to
match the ACD login identification length.
• If you enter a duplicate login ID, the system
displays an error message and places the
cursor on the duplicated field.
Name
22
A name associated with the login ID. This is
an optional field.
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Best Service Routing Application Plan screen
Implementation notes for BCMS/VuStats Login ID administration
The screen displays only two pages at a time. This is equivalent to 64 login IDs. If you want to
add login IDs, you can enter two pages and re-execute the command to fill another two
pages.
When you change or display login IDs, the system displays two pages of login IDs beginning
with the ID you specify. If you do not specify a login ID, the display begins with the first login
ID. The list command lists all login IDs which can run to 63 pages.
Best Service Routing Application Plan screen
Use the Best Service Routing Application Plan screen to identify the remote locations used in
each BSR application.
BSR Application Plan administration commands
Use the following administration commands to administer the BSR Application Plan screen.
Command
name
Parameter
Qualifier
add
best-service-routing
xxx (application number) or ‘next’
change
best-service-routing
xxx (application number)
display
best-service-routing
xxx (application number)
remove
best-service-routing
xxx (application number)
list
best-service-routing
No qualifier required. The command simply
lists all the administered BSR applications.
[ ] indicates that the qualifier is optional. Single quotes (’ ’) indicate that you must enter the
text inside the quote exactly as shown. You can also enter an abbreviated screen of the
word.
Note:
If you execute remove best-service-routing against a BSR application table with no
name assigned, the system generates an error Identifier not assigned message.
To resolve the problem, name the table and use the remove best-service-routing
command again.
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Call Center Elite screen reference
BSR Application Plan field descriptions
Field name
Description
Interflow VDN
Enter the routing number including the dial
access code your communication server
uses to access the Interflow Vector Directory
Number (VDN) at the remote location. Valid
entries can be up to 16 characters long and
contain the following characters:
• 0-9
• * or #
• p (pause)
• w/W (wait)
• m (mark)
• s (suppress)
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Location Name
Give each location a name with up to 15
characters.
Lock
To prevent Communication Manager from
sending the information to CMS, enter y. To
allow Communication Manager to send the
information to CMS, enter n.
Maximum Suppression Time
Enter the maximum poll suppression time in
seconds from 0-60. This value applies
when a subsequent Call Vector consider
command replaces a location as the best.
For example, if the poll suppression time is
set to 30 seconds, the remote location
polling is suppressed for up to 30 seconds.
Name
Give the application plan a name with up to
15 characters.
Net Redir
For network call redirection, enter y. The
default is n.
Num
Enter the location number. Location
numbers are identifiers and therefore do not
have to be in a sequential order. For
example, you can assign locations with the
identifiers 1, 3, 14 and 89 to one application
plan.
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Call Vector screen
Field name
Description
Number
Verify the identifying number of the plan you
are working with. This display-only field is
numbered from 1 to 255 or 511, depending
on the server type driving
yourCommunication Manager.
Status Poll VDN
Enter the routing number including the dial
access code your communication server
uses to access the Status Poll VDN at the
remote location. Valid entries can be up to 16
characters long and contain the following
characters:
• 0-9
• * or #
• p (pause)
• w/W (wait)
• m (mark)
• s (suppress)
Switch Node
(Optional) Enter the UCID Network Node ID
for each communication server if you are
using Universal Call ID. The range of Valid
Network Node IDs is from 1-32,767.
Call Vector screen
You can use the Call Vector screen to program a series of commands that specify how to
handle calls directed to a VDN.
Note:
For more information, see “Call Vector screen basic administration” in the Programming Call
Vectoring Features in Avaya Aura® Call Center Elite document.
Call Vector administration commands
Use the following commands to administer the Call Vector screen.
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Call Center Elite screen reference
Command
name
Parameter
Qualifier
change
vector
1-MAX
display
vector
1-MAX [’print’ or ’schedule’]
list
vector
1-MAX [‘count’ 1-MAX] [’print’ or ’schedule’]
Important:
Do not change a call vector while the vector is processing a call. You can add a new vector
using the Call Vector screen and use the Vector Directory Number screen to point an existing
VDN to the new vector.
Call Vector field descriptions
26
Field name
Description
3.0 Enhanced
Display-only field. Applicable only if
Vectoring (3.0 Enhanced) is set to y on the
Call Center page of the System-Parameters
Customer-Options screen.
ANI/II-Digits
Display-only field. Indicates whether you can
use Automatic Number Identification (ANI)
and Information Indicator (II) Digits Vector
Routing Commands. For ANI/II-Digits
Routing, set the G3V4 Enhanced field to y.
Calling Line Identification (CLID) also follows
ANI rules.
ASAI Routing
Display-only field. Indicates whether or not
the CallVisor/Adjunct Switch
Applications Interface (ASAI) Routing
field is enabled on the Call Center page of
the System-Parameters Customer-Options
screen. Valid values are y and n.
Attendant Vectoring
Applicable only when you enable Attendant
Vectoring. Valid entries are y and n, where
n is the default setting. If the Basic
Vectoring and Vector Prompting fields are
both set to n, the default setting of the
Attendant Vectoring field is y, and you
cannot change the field setting.
To associate VDNs and vectors for Attendant
Vectoring, use the fields on both the VDN
and the Call Vector screens to enable
Attendant Vectoring. When you indicate
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Call Vector screen
Field name
Description
Attendant Vectoring for VDNs and vectors,
all call center-related fields, such as Skills
and BSR, are removed.
Basic
Display-only field. Indicates whether the
Vectoring (Basic) field is enabled on the
Call Center page of the System-Parameters
Customer-Options screen. Valid values are
y and n.
BSR
A y in this display-only field indicates that the
Vectoring (Best Service Routing) field is
enabled on the Call Center page of the
System-Parameters Customer-Options
screen. You can use BSR commands and
command elements in your vectors. An n
indicates that the BSR is not enabled.
CINFO
Display-only field. Indicates if the Vectoring
(CINFO) field is enabled on the Call Center
page of the System-Parameters CustomerOptions screen. Valid values are y or n.
CINFO is the acronym for Customer
Information Forwarding.
EAS
Display-only field. Indicates if the Expert
Agent Selection field is enabled on the Call
Center page of the System-Parameters
Customer-Options screen. Valid values are
y or n.
When EAS is enabled, the help messages
and error messages associated with the
screen reflect a terminology change from
split to skill. In addition, the vector commands
entered are affected by the terminology
change. For example, check backup
split becomes check backup
skill.
G3V4 Adv Route
Display-only field. Indicates whether you can
use the G3V4 Advanced Vector Routing
commands.
G3V4 Enhanced
Display-only field. Indicates whether you can
use the G3V4 Enhanced Vector Routing
commands and features.
Holidays
Display-only field. The system sets the value
of the Holidays field to y if you set the
Holiday Vectoring field to y on the SystemParameters Customer-Options screen.
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Call Center Elite screen reference
Field name
Description
LAI
Display-only field. Indicates if Look-Ahead
Interflow is enabled.
Lines 01 through 99
Enter vector commands as required, up to
the maximum allowed in your configuration.
Valid entries are adjunct,
announcement, busy, check,
collect, consider, converse-on,
disconnect, goto, messaging,
queue-to, reply-best, route-to,
stop, wait-time. The default is blank.
Lock
Controls the access to the vector from CMS
or Visual Vectors. Valid entries are y and n
(default). Enter n to allow CMS and Visual
Vectors users to administer the vector from
their client programs. Enter y to prevent
CMS and Visual Vector users from
administering the vector. To display and
administer locked vectors, use the System
Administration Terminal (SAT) or a terminal
emulator.
Note:
Always lock vectors that contain secure
information such as access codes.
28
Meet-me Conf
Applicable only when you enable Meet-me
Conference. Valid entries are y and n.
Multimedia
Indicates whether the vector must receive
early answer treatment for multimedia calls.
The field is applicable only if you enable
Multimedia Call Handling. To receive
multimedia calls, set this field to y. Valid
values are y or n (default). If this value is y,
the call is answered at the start of vector
processing and billing for the call starts at the
same time.
Name
Enter up to 27 alphanumeric characters to
represent the vector name. This is an
optional field. The default is blank.
Number
Display-only field. You can access the
screen using a change
administration or a display
administration command.
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Class of Restriction screen
Field name
Description
Prompting
Display-only field. Indicates whether the
Vectoring (Prompting) field is enabled on
the Call Center page of the SystemParameters Customer-Options screen. Valid
values are y or n.
Variables
Display-only field. Applicable only if
Vectoring (Variables) is set to y on the Call
Center page of the System-Parameters
Customer-Options screen.
Class of Restriction screen
Use the Class of Restriction screen to determine levels of restriction for agents and
supervisors.
COR administration commands
Use the following commands to administer levels of restriction on the Class of Restriction
screen.
Command name
Parameter
Qualifier
change
cor
xxx
display
cor
xxx
list
cor
No qualifier. The system displays
all the administered Class of
Restriction (COR) numbers.
xxx is the COR number.
COR field descriptions
Field name
Description
Add/Remove Agent Skills
To add or remove skills. Valid entries are y
and n.
Can Be A Service Observer
To determine whether supervisors with this
Class of Restriction (COR) number can
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Call Center Elite screen reference
Field name
Description
observe calls between an agent and a caller.
Valid entries are y and n.
30
Can Be Service Observed
To determine whether calls to agents with
this COR number can be observed by a
supervisor. Valid entries are y and n.
Can Force a Work State Change
To determine whether supervisors with this
COR number can change the work mode of
an agent. Valid entries are y and n.
Direct Agent Calling
To determine whether agents with this COR
number can receive direct agent calls. Valid
entries are y and n.
Hear System Music on Hold
To play music for calls on hold. Valid entries
are y and n.
Hear VDN of Origin Annc.
To determine whether agents with this COR
number can receive a message about the
location of an incoming call or the type of
service required by a caller. Valid entries are
y and n.
Priority Queuing
To assign priority to calls in a hunt group
queue for agents with this COR number.
Valid entries are y and n.
Remote Logout of Agent
To determine whether supervisors with this
COR number can enter a Feature Access
Code (FAC) from a remote location to log an
agent out of the system. Valid entries are y
and n.
Service Observing by Recording Device
To determine whether supervisors with this
COR number can use audio recording
devices. Valid entries are y and n.
Service Observing Permissions
To determine whether supervisors with this
COR number can grant permissions to
observe another COR number. Valid entries
are y and n.
Station-Button Display of UUI IE Data
To determine whether agents with this COR
number can press uui-info to see the
Adjunct Switch Application Interface (ASAI)related data. Valid entries are y and n.
Work State Change Can Be Forced
To determine whether the work mode of
agents with this COR number can be
changed by a supervisor. Valid entries are y
and n.
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Duplicate Vector screen
Duplicate Vector screen
Use the duplicate vector command to duplicate vectors from an existing vector. You can
configure one vector as a template and can reuse the template when creating similar
vectors.
Duplicate Vector administration command
Use the following command to access the Duplicate Vector screen.
Command name
duplicate
Parameter
vector
Qualifier
master_vector [start nnnn]
[count xx]
duplicate vector Use the command to create up to 16 duplicate vectors.
master_vector
Is the number of the vector to be duplicated or to be used as a
template.
[start nnnn]
Specifies the first vector number to be used as a duplicate. The
parameter is optional. If you do not specify a start number, the first
available vector after the master vector number is selected. Only one
vector is selected.
[count xx]
Specifies the number of duplicates to be created from the master
vector. You can enter a number from 1 to 16. The parameter is
optional. If you do not specify a count number, the first available vector
after the master vector is selected. Only one vector is selected.
Example
The following example creates vectors 202, 203, and 204 as exact duplicates of vector 5.
duplicate vector 5 start 202 count 3
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Call Center Elite screen reference
Duplicate Vector field descriptions
32
Field name
Description
Count
Displays the number of duplicates created
from the master vector.
More
Displays an asterisk (*) if there is at least one
more VDN assigned to the same vector. For
example, if the system displays 5555
displays in the VDN Assigned to field and
an asterisk (*) appears in the More field, this
means that the master vector you selected is
already assigned to VDN 5555 as well as to
other VDNs.
Name
Displays the vector name if the vectors have
an assigned name. You can assign names to
the duplicated vectors, but not steps. You
can edit the vector name for any of the
duplicated vectors.
If you specify a used or out of range vector
number, an error message is displayed. You
cannot move to the next field until you enter
an unused number.
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Feature-Related System Parameters screen
Field name
Description
VDN Assigned to
Displays the VDN if you assign a VDN to the
master vector.
Vector
Displays the vector number of the master
vector and each new vector being created
from the master.
Feature-Related System Parameters screen
Call Center System Parameters
You can administer a Call Center system on the Feature-Related System Parameters
screen.
System parameters administration commands
Use the following commands to administer the call center system parameters.
Command name
Parameter
Qualifier
change
system-parameters
features
display
EAS field descriptions
Field name
Direct Agent Announcement Extension
Associated field: Delay
Description
Enter the extension of the direct agent
announcement.
Delay is the number of seconds the caller
hears ringback before the calling party hears
a direct agent announcement.
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Call Center Elite screen reference
Field name
Description
Note:
This field is available only if Expert Agent
Selection or ASAI Link Core
Capabilities are set to y.
• 0–99: Enter the number of seconds for call
delay.
• blank: Leave the field blank for no
delay.
Expert Agent Selection (EAS)
Set the field to y only if ACD or vectoring hunt
groups exist, or if the existing ACD or
vectoring hunt groups are skill-based.
Message Waiting Lamp Indicates Status
For
Available only if Expert Agent Selection is
set to y.
• station: The message waiting lamp on
a phone indicates the message is for the
phone extension.
• loginID: The message waiting lamp on
a phone indicates the message is for the
agent login ID.
Note:
Setting the Message Lamp Ext field on
the station to an extension other than the
station default overrides the agent login ID
system option for the station. The lamp
does not track the logged-in agent.
Minimum Agent-LoginID Password
Length
The minimum number of digits that you must
administer as the login ID password of an
EAS agent. The field accepts up to nine digits
and is available only if you set the Expert
Agent Selection field to y.
Vectoring field descriptions
34
Field name
Description
Available Agent Adjustments for BSR
Use the field to determine whether Best
Service Routing (BSR) adjustments are
required to identify the best split or skill to
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Feature-Related System Parameters screen
Field name
Description
respond to calls in an agent surplus situation.
Valid entries are y and n.
The field is available only if Vectoring (Best
Service Routing) is enabled on the Call
Center pages of the System-Parameters
Customer-Options screen.
BSR Tie Strategy
Use the field to determine the agent selection
strategy. The field is available only if you
enable Vectoring (Best Service Routing)
on the Call Center pages of the SystemParameters Customer-Options screen.
• 1st-found: BSR uses the first selection
for routing. This is the default value.
• alternate: Use this setting to allow
alternating the BSR selection algorithm
when a tie in EWT or available agent
criteria occurs. Every other time a tie
occurs for calls from the same active VDN,
the selection from the consider step
with the tie is used instead of the first
selected split or skill, or location to send the
call. This strategy balances routing over
the selected local splits or skills and remote
locations when the cost of remote routing
is not a concern.
Converse First Data Delay
Use the field to assign the delay period
before the system outpulses data to Avaya
IR. The field is available only if you enable
Vectoring (Best Service Routing) on the
Call Center pages of the System-Parameters
Customer-Options screen.
• 0 to 9: The number of seconds data is
prevented from being outpulsed as a result
of a converse vector step from the
system to Avaya IR before IR is ready. The
delay commences when the IR port
answers the call.
Converse Second Data Delay
Administering Call Center Elite 6.3
Use the field the assign the delay period
before the system outpulses the second
group of digits. The field is available only if
you enable Vectoring (Best Service
Routing) on the Call Center pages of the
May 2013
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Call Center Elite screen reference
Field name
Description
System-Parameters Customer-Options
screen.
• 0 to 9: Number of seconds used when
two groups of digits are being outpulsed,
as a result of a converse vector step,
from the system to Avaya IR. Prevents the
second set from being outpulsed before IR
is ready. The delay commences when the
first group of digits has been outpulsed.
Converse Signaling Pause
Use the field to assign the delay period, in
milliseconds, between the digits being
passed. The optimum timer settings for
Avaya IR are 60 msec tone and 60 msec
pause.
This field is available only if Vectoring
(Basic) and DTMF Feedback Signals for
VRU are enabled on the Call Center pages
of the System-Parameters CustomerOptions screen.
• 40 to 2550 (increments by
10): Values are rounded up or down
depending upon the type of circuit pack
used to outpulse the digits.
- TN742B or later suffix analog board:
Rounds up or down to the nearest 25
msecs. For example, a 130 msecs tone
rounds down to 125 msecs, a 70 msecs
pause rounds up to 75 msecs for a total
of 200 msecs per tone.
- TN464F, TN767E, or later suffix DS1
boards: Rounds up to the nearest 20
msecs. For example, a 130 msecs tone
rounds up to 140 msecs, a 70 msecs
pause rounds up to 80 msecs for a total
of 220 msecs per tone. If you use a circuit
pack for end-to-end signaling to IR and
then to send digits to a different
destination, IR timers can stay in effect.
To reset the timers to the system default,
pull and reset the circuit pack.
Interflow-qpos EWT Threshold
36
Use the field to determine the number of
seconds for this threshold. Any calls
predicted to be answered before this
threshold are not interflowed, thereby saving
CPU resources.
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Feature-Related System Parameters screen
Field name
Description
Available only if Lookahead Interflow
(LAI) is enabled on the Call Center pages of
the System-Parameters Customer-Options
screen.
Valid entries are from 0 to 9 seconds. You
can leave the field blank to interflow calls.
Prompting Timeout (secs)
Use the field to determine the number of
seconds before the Collect Digits
command times out for callers using rotary
dialing.
Available only if Vectoring (Prompting) is
enabled on the Call Center pages of the
System-Parameters Customer-Options
screen.
Valid entries are from 4 to 10 seconds with
increments of 1 second.
Reverse Star/Pound Digit for Collect Step Use the field to assign indications for the
collect vector step. The asterisk (*) sign
is interpreted as a caller end-of-dialing
indicator and the pound (#) sign is an
indicator to clear all digits previously entered
by the caller for the current collect vector
step.
• y: Reverses the asterisk and pound digits
for the collect vector step. Reversal of
digits does not affect any other vector step
or other features, such as Alternate Route
Selection (ARS).
• n: The asterisk (*) sign and the pound (#)
sign digit-processing is unchanged.
Store VDN Name in Station’s Local Call
Log
Use the field to determine whether message
transmission from Communication Manager
is required so that the following phone types
can store the VDN name or the calling party
name in the station call log:
• 2420
• 4610
• 4620
• 4625
• 9608CC H.323
• 9611CC H.323
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Call Center Elite screen reference
Field name
Description
• 9621CC H.323
• 9641CC H.323
Valid entries are y and n.
Service Observing field descriptions
Field name
Description
Allow Two Observers in Same Call
• y: Two service observers can monitor the
same EAS Agent LoginID or station
extension and up to two service observers
can be on the same two-party call or in a
conference call having more than two
parties.
• n: Only one service observer can monitor
the EAS Agent LoginID or station
extension.
Service Observing: Warning Tone
Use the field to enable or disable a warning
tone that phone users and calling parties can
hear whenever a supervisor monitors the
calls using the Service Observing feature.
The field is available only if you enable
Service Observing (Basic) on the Call
Center pages of the System-Parameters
Customer-Options screen.
•y
•n
Warning:
The use of Service Observing features is
subject to federal, state, or local laws,
rules or regulations — or requires the
consent of one or both the parties to the
conversation. Customers must familiarize
themselves and comply with all applicable
laws, rules and regulations before using
the features.
Service Observing: Conference Tone
38
Use the field to enable or disable a
conference tone that the phone users and
calling parties can hear whenever a
supervisor monitors the calls using the
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Feature-Related System Parameters screen
Field name
Description
Service Observing feature. The field is
available only if you enable Service
Observing (Basic) on the Call Center pages
of the System-Parameters CustomerOptions screen. The field is not available if
you administer a warning tone for Service
Observing.
Warning:
The use of Service Observing features is
subject to federal, state, or local laws,
rules or regulations — or requires the
consent of one or both the parties to the
conversation. Customers must familiarize
themselves and comply with all applicable
laws, rules and regulations before using
the features.
Service Observing/SSC Allowed with
Exclusion
With Exclusion, multi-appearance phone
users can prevent other users with the same
extension from bridging on to an existing
call.
• y: Set this value to allow Service
Observing or an ASAI Single Step
Conference (SSC) connection towards a
station with Exclusion active, either by
Class of Service (COS) or by manual
activation of Exclusion.
• n: Set this value to deny Service Observing
or an SSC connection towards a station
with Exclusion active. If an agent activates
Exclusion while being observed, all
bridged parties including the observer are
dropped. This is the default.
Agent and Call Selection field descriptions
Field name
Description
ACW Agents Considered Idle
• y: Includes agents who are in the After Call
Work (ACW) mode in the Most-Idle Agent
(MIA) queue. This means that ACW is
counted as idle time.
• n: Excludes ACW agents from the queue.
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Call Center Elite screen reference
Field name
Description
Auto Reserve Agents
When the current service level of a critical
skill does not match its predetermined
service level, use auto-reserve to put agents
in standby to ensure that there is an available
agent when the next call arrives for the
critical skill. When an agent becomes
available, all the skills assigned to the agent
are checked to determine if any auto-reserve
skills are not meeting their target service
level. If so, the agent is made available only
in the critical skills.
• all: Use this setting to put an agent on
standby for all skills.
• none: Use this setting if you do not want
an agent on standby for any additional
skills.
• secondary-only: Use this setting to
put an agent on standby only for secondary
skills.
Block Hang-up by Logged-in AutoAnswer Agents
Prevents an agent in the auto-answer mode
from accidently logging out or dropping an
active call.
You can set the field to y on page 12 of the
Feature-Related System Parameters
screen. The default setting for the field is n.
Before you change the field settings, verify if
the Auto Answer field is administered on
either the Agent LoginID screen or the
Station screen.
Note:
The Block Hang-up by Logged-In Auto
Answer Agents field is applicable only
when EAS is set to y.
Call Selection Measurement
Determines how Communication Manager
selects a call for an agent when the agent
becomes available and there are calls in the
queue.
• current-wait-time: Selects the
oldest call waiting for any agent skill.
• predicted-wait-time: Uses the
time a call is predicted to wait in queue
instead of the time the call has already
waited. This field is applicable only if you
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Feature-Related System Parameters screen
Field name
Description
enable Business Advocate on the Call
Center page of the System-Parameter
Customer-Options screen.
Predicted Wait Time (PWT) is a feature of
Avaya Business Advocate and is the default
setting if Business Advocate is active. Both
CWT and PWT are mutually exclusive
settings applied system-wide. Since Avaya
Aura® Call Center, the marketing term for
Call Center Elite 6.x, includes Business
Advocate, plan your designs around the use
of PWT instead of CWT.
MIA Across Splits or Skills
• y: Remove an agent from the Most Idle
Agent (MIA) queue for all the splits or skills
that the agent is available (idle) in when the
staffed agent answers a call from any of his
or her splits or skills.
• n: Keeps the agent in the MIA queue for
the other splits or skills when answering a
call from one of the assigned splits or skills.
This is set as default
Service Level Maximizer Algorithm
Selects an alternative algorithm for selecting
agents and delivering calls in order to
maximize service level targets. This field is
available only if Service Level Maximizer is
enabled on the Call Center page of the
System-Parameter Customer-Options
screen.
• actual: The Actual Service Level (ASL)
is determined as a percentage on a hunt
group basis using the number of accepted
calls in the current interval divided by the
total calls in the current interval. A call is
counted as accepted if it is answered within
the target service level time period.
• weighted: The Weighted Service Level
(WSL) is based on a weighting calculation
that uses the difference between the target
time and the estimated wait time.
Service Level Supervisor Call Selection
Override
Administering Call Center Elite 6.3
Determines whether Communication
Manager changes agent call handling
preferences when a skill using Service Level
Supervisor exceeds its Level 1 threshold.
This field is applicable only if you enable
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Call Center Elite screen reference
Field name
Description
Expert Agent Selection (EAS) and
Business Advocate on the Call Center
page of the System-Parameter CustomerOptions screen.
• y: Overrides the normal call handling
preferences of a skill’s assigned agents in
this situation.
• n: Normal call handling preferences are in
effect when the skill exceeds its Level 1
threshold.
Call Management System field descriptions
Reporting Adjunct Release (determines protocol used by appl link)
Field name
CMS (appl mis)
Description
Indicates the release of the Call Management System (CMS)
reporting adjunct.
Valid field entries are as follows:
• R12: CMS R12 is connected to the mis1 link and to the
mis2 link for a second CMS.
CMS R12 is incompatible with Avaya IQ.
• R13: CMS R13 is connected to the mis1 link and to the
mis2 link for a second CMS.
CMS R13 is incompatible with Avaya IQ.
• R13.1: CMS R13.1 is connected to the mis1 link and to
the mis2 link for a second CMS. You can connect Avaya
IQ and CMS to the same Communication Manager
system.
CMS R13.1 or later is compatible with Avaya IQ.
• R14: CMS R14 is connected to the mis1 link and to the
mis2 link for a second CMS.
• R14.1: CMS R14.1 is connected to the mis1 link and to
the mis2 link for a second CMS.
• R15/R16: CMS R15 or R16 is connected to the mis1 link.
Connection to the mis2 link for a second CMS is optional.
CMS R16 and later with Communication Manager 5.2.1
and later supports full Expanded Dial Plan (EDP) without
Special Application (SA).
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Feature-Related System Parameters screen
Reporting Adjunct Release (determines protocol used by appl link)
Field name
Description
• R16.1/R16.x: CMS R16.1, R16.2, R16.3, or R17.0 is
connected to the mis1 link. Connection to the mis2 link for
a second CMS is optional.
• blank: CMS is not connected. This is the default.
IQ (appl ccr)
Indicates the release of the Avaya IQ reporting adjunct.
Set Expert Agent Selection (EAS) and Universal Call ID
(UCID) to y before establishing a connection with Avaya
IQ.
Enter the release of the Avaya IQ system to be connected to
the ccr1 link and to the ccr2 link for a second Avaya
IQsystem.
The following are the valid field entries:
• 4.0, which applies to Avaya IQ 4.0, 4.1, and 4.2.
• 5.0
• 5.1/5.2
• blank
Note:
Administer the mis and ccr links on the Processor Channel Assignment screen.
You can assign a maximum of two links of each type, that is, two mis links and two ccr
links. If you activate Special Application SA9090, you can administer more than two links,
that is, three or all four links, as appl type mis.
If you administer three links as appl type mis, you can administer only one Avaya IQ
interface ccr link. If you administer all four links as appl type mis, you cannot administer
the ccr links because the total number of mis and ccr links is four.
Call Center Elite Release 6.2 also includes two SPI links of appl type wae on the
Processor Channel Assignment screen for future use.
The following table lists the minimum release field entry combinations for the CMS (appl
mis) and IQ (appl ccr) fields.
The table also lists the Switch Protocol Interpreter (SPI) language that Communication
Manager uses to establish connections with the reporting adjuncts.
CMS release setting
Avaya IQ release setting
SPI language
R13.1
4.0
20
R14
4.0
21
R14.1
4.0
21
R15/R16
5.0
22
R16.1/R16.x
5.1/5.2
23
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Call Center Elite screen reference
CMS release setting
Avaya IQ release setting
SPI language
Note:
To use CMS R17.0, set CMS (appl mis) to R16.1/R16.x for SPI language 23
support.
To use other combinations of CMS and Avaya IQ releases, select the lowest release of one
reporting adjunct, that is, CMS or Avaya IQ, enter the supported release for the other reporting
adjunct, and set the Communication Manager release on the respective reporting adjuncts to
the lowest release supported by the lowest release of the reporting adjunct.
For example, to configure CMS R13.1 with Avaya IQ 5.1, set:
• CMS (appl mis) to R13.1
• IQ (appl ccr) to 4.0
• Communication Manager release to 3.1, which is the lowest Communication Manager
release supported by the lowest reporting adjunct release of the combination.
Note:
For backward compatibility, set the Communication Manager release on CMS or Avaya IQ
to the latest Communication Manager release supported by the earlier release reporting
adjunct.
To connect CMS and Avaya IQ to Communication Manager, match the releases of the two
reporting adjuncts and the assignment of the Communication Manager release on the
adjuncts using the release settings that are required to run the same link interface protocol
language, that is, the SPI language.
With Communication Manager 6.3, the number of locations for the Multiple Locations feature
increased from 250 to 2000. Call Center Elite and the CMS and Avaya IQ reporting adjuncts
do not support the increase in locations.
Until support is available in a future release, the Communication Manager administration will
display a warning message when the system already has:
• Locations or network regions above 250 and you attempt to administer a CMS or an Avaya
IQ release that does not support the increase in locations.
• A CMS or an Avaya IQ release that does not support the increase in locations and you
attempt to add a location or network region above 250.
Communication Manager converts any location number above 250 to the default zero (0)
location and sends the default location to the reporting adjunct as the location for an agent or
a trunk. CMS or Avaya IQ system reports display the location as location zero (0).
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Feature-Related System Parameters screen
Field name
Description
ACD Login Identification Length
The field is applicable if Expert Agent
Selection (EAS) is set to n and BCMS/
VuStats Login IDs is set to y.
• 1 to 9: The number of digits for an ACD
agent login ID that identifies an ACD agent
to CMS. This number must equal the
number of characters in the agent login ID
and cannot be 0.
BCMS/VuStats Abandon Call Timer
The number of seconds before calls are
treated as abandoned.
• 1 to 10: BCMS tracks calls with talk time
less than the specified number and calls
that are not held. VuStats display the calls
as ABAND calls.
• blank
BCMS/VuStats LoginIDs
Use the field to activate valid agent login IDs
to monitor call activity by an agent.
BCMS and VuStats login IDs are available in
addition to the EAS login IDs, if you set EAS
to y. BCMS and CMS use the same login ID
for an agent.
•y
•n
BCMS/VuStats Measurement Interval
Selects measurement intervals for polling
and reporting data. A maximum of 25 time
slots are available for measurement
intervals. The interval can be changed at any
time but does not go into effect until the
current interval completes.
The field is applicable only if you set BCMS
(Basic) or VuStats to y. If neither of the
fields is set to y and you enter a value in the
field, the system displays the Cannot be
used. Assign either BCMS or
VuStats first error message.
• half-hour: Half a day traffic information
is available for history reports.
• hour: If hour is specified, an entire day of
traffic information is available for history
reports.
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Call Center Elite screen reference
Field name
Description
Clear VuStats Shift Data
• on-login: Clears shift data for an agent
when the agent logs in.
• at-midnight: Clears shift data for all
agents at midnight.
Remove Inactive BCMS/VuStats Agents
• y: Agent details are removed from the
report when the agents have no staff time
during the previous seven days.
• n: Agent details are present in the report
even if agents have no staff time during the
previous seven days.
Validate BCMS/VuStats LoginIDs
• y: To enter login IDs administered for
BCMS.
• n: To enter any ACD login ID.
Call Center Miscellaneous field descriptions
Field name
Description
Agent/Caller Disconnect Tones
Use the field so that supervisors can identify
if a caller or an agent disconnected first from
an active ACD or direct agent call.
• y: Plays one of the two distinct disconnect
tones.
• n: Plays no distinct tone. This field option
is the default.
For measured trunks, Call Management
System and Avaya IQ offer reports that
indicate which party disconnected first.
46
Allow Ringer-off with Auto-Answer
Use the field to allow or deny permission to
an agent to press ringer-off that prevents
ringing on EAS auto-answer calls.
Callr-info Display Timer (sec)
Use the field to control the display duration
of the call-associated information when an
agent presses callr-info.
The field applies to softphones, H.323
phones, and one-line display phones with
Enhanced Callr-Info display for 1–line
phones set to n.
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Feature-Related System Parameters screen
Field name
Description
Enter a value from 3 to 60. The default value
is 10 seconds.
Clear Callr-info
Use the field to specify when Communication
Manager clears the associated caller
information from the agent phone display.
• leave-ACW: Communication Manager
clears the caller information when the
agent leaves the After Call Work (ACW)
mode.
• next-call: Communication Manager
clears the caller information when the
agent receives the next call. This field
option is the default.
• on-call-release: Communication
Manager clears the caller information
when the agent releases the call.
Interruptible Aux Notification Timer (sec) Use the field to determine the number of
seconds the endpoint Interruptible Aux
notifications, the flashing lamp, display, or
tone are on before an auto-in-interrupt agent
or a manual-in-interrupt agent is available.
The delay ensures that an agent is not
immediately made available when the agent
presses interruptible-aux. The delay also
provides a brief period to an agent already in
the Interruptible Aux mode before the system
makes the agent automatically available.
• 1 to 9: The default timer is 3 seconds.
PC Non-Predictive Reports Skill
Use the field to administer a skill hunt group
for reporting of Avaya Proactive Contact
(PC) non predictive switch-classified calls on
a per-system basis. Reports are generated
as if the agent were in the ACD-OUT state.
This field applies if you set Reporting for PC
Non-Predictive Calls to y.
• 1 to 8000: Skill number.
Reporting for PC Non-Predictive Calls
Administering Call Center Elite 6.3
Use the field to start or stop integration with
Proactive Contact for non switch-classified
outbound calling.
This feature improves Call Management
System (CMS) tracking for switch-classified
and non switch-classified, that is, agent
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Call Center Elite screen reference
Field name
Description
classified, outbound calls that the Proactive
Contactsoft dialer places through ASAI.
The default field option is n.
Zip Tone Burst for Callmaster Endpoints
Use the field to apply a single burst of zip
tone for calls to auto-answer ACD agents.
The field option applies to:
• Zip tones for auto-answer ACD calls with
station/agent ID auto-answer set to acd
• Incoming Call Identification (ICI) tones for
auto-answer non ACD calls with the field
set to all
Valid entries are as follows:
• double: This is the default field option.
Keeps the current operation, which applies
double bursts of zip tone for ACD calls and
double bursts of ICI tone for non ACD calls,
on Callmaster® series phones.
• single: Eliminates the second burst of
zip tone or ICI tone to reduce:
- The time for an agent to begin a
conversation with the caller.
- The possibility of the agent and the caller
hearing an open mike background noise
between the first tone and second tone.
Use the field setting with a Callmaster®
series phone when the agent hears the
single burst of tone to recognize an
incoming call.
ASAI field descriptions
Field name
Description
Call Classification After Answer
Supervision
Determines when the classifier is inserted in
the connection. For use with ASAI Outbound
Call Management (OCM).
• y: Forces the server on which
Communication Manager is running to rely
on the network to provide one of the
following classifications to the server:
answer, busy, or drop. After the agent
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Administering Call Center Elite 6.3
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Feature-Related System Parameters screen
Field name
Description
answers the call, you can add a call
classifier to perform answering machine,
modem, and voice answering detection.
• n: This is the default. Use the setting to
always connect a classifier after call setup
for determining call progress and answer.
ISDN progress messages generally take
precedence.
If you do not enable the field and no
classifiers are available during the
reservation phase, the call is dropped.
Copy ASAI UUI During Conference/
Transfer
Copies the ASAI UUI data from the last-held
call to the new call. The new call results from
pressing the conference or transfer button.
ASAI UUI is available for display on the
phone the call is conferenced with or
transferred to.
•y
•n
For ASAI Send DTMF Tone to Call
Originator
• y: This is default. ASAI 3rd Party Send
DTMF Digits feature lets all parties
including the originator hear the DTMF
tones.
• n: Does not send the DTMF tones to the
call originator.
Send Connect Event to ASAI For
Announcement Answer
• y: Sends a connect event for an
announcement step or an announcement
played for a collect digits step in
vectoring.
• n: Does not send an ASAI connect for
announcement played in vectoring. This is
the default.
Send UCID to ASAI
Use the field to enable or disable the
transmission of Universal Call ID (UCID)
information to ASAI.
• y: The UCID for the call is sent to the ASAI
adjunct.
• n: This is default. The UCID is not sent to
the ASAI adjunct.
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Call Center Elite screen reference
Reason Codes field descriptions
Field name
Description
Aux Work Reason Code Type
Staffed agents can enter a numeric 1–digit or
2–digit code that describes the reason for
entering the Aux Work mode or for logging
out of the system. You can administer the
codes so that the entry of the code is forced
or optional.
• none: Specifies that an agent does not
enter a reason code when entering the Aux
Work mode.
• requested: Specifies that an agent can
enter a reason code when entering the Aux
Work mode but is not forced to do so. If an
agent enters an invalid code or fails to
enter a code within the time out interval, the
agent enters the Aux Work mode or logs
out with the default code 0. This option is
available only if you enable Reason
Codes and EAS on the Call Center page
of the System-Parameters CustomerOptions screen.
• forced: Specifies that an agent is forced
to enter a reason code when entering the
Aux Work mode. If an agent enters an
invalid code or fails to enter a code within
the 10-second time out interval, the state
change is denied and the agent remains in
the current work mode. This option is
available only if you enable Reason
Codes and EAS on the Call Center page
of the System-Parameters CustomerOptions screen.
Logout Reason Code Type
Use the logout reason code type to inform the
call center managers about the reason for
agent logout.
• none: Specifies that an agent does not
enter a reason code when logging out.
• requested: Specifies that an agent can
enter a reason code when logging out, but
is not forced to do so. This option is
available only if you enable Reason
Codes and EAS on the Call Center page
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Feature-Related System Parameters screen
Field name
Description
of the System-Parameters CustomerOptions screen.
• forced: Specifies that an agent is forced
to enter a reason code when logging out.
This option is available only if you enable
Reason Codes and EAS on the Call
Center page of the System-Parameters
Customer-Options screen.
Redirection on No Answer Aux Work
Reason Code
Use the field to redirect a ringing ACD or
direct agent call after an administered
number of rings. When RONA is invoked for
a call, the system places an agent in the Aux
Work mode and the agent is unavailable to
receive calls from other splits or skills. Use
this field to define a specific reason code for
reporting instead of the default entry 0 when
the state of the agent changes to Aux Work
due to RONA.
• 0–99: If Two-Digit Aux Work Reason
Code is set to y
• 0–9: If Two-Digit Aux Work Reason
Code is set to n
Redirection on OPTIM Failure Aux Work
Reason Code
The Redirection on OPTIM Failure (ROOF)
feature is applicable only to ACD agents
using SIP phones administered as Off-PBX
Telephone Integration and Mobility (OPTIM)
endpoints. Use ROOF to redirect calls back
into the queue or to a predetermined VDN.
An agent is unaware that the line is in the Aux
Work mode during an IP connectivity failure.
If connectivity is restored during the IP
network Transmission Control Protocol
(TCP) retry period, the lamp indicates that
the line is in the Aux Work mode. Use the
field value to define a specific reason code
for reporting instead of the default entry 0
when the state of the agent changes to Aux
Work due to ROOF.
• 0–99: If Two-Digit Aux Work Reason
Code is set to y
• 0–9: If Two-Digit Aux Work Reason
Code is set to n
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Call Center Elite screen reference
Field name
Description
Two-Digit Aux Work Reason Code
Use the field to enable or disable two-digit
reason codes for agent state changes to the
Aux Work mode.
•y
•n
Redirection on IP Connectivity Failure field descriptions
Field name
Description
IP Failure AUX Reason Code
To prevent calls from being lost when
Communication Manager delivers calls to
auto-answer ACD agents equipped with IP
phones. Use the Redirection on IP
Connectivity (ROIF) feature to redirect calls
back into queue or to the specified VDN
when calls to auto-answer ACD stations
cannot be connected due to loss of IP
connectivity.
• 0–99: If Two-Digit Aux Work Reason
Code is set to y
• 0–9: If Two-Digit Aux Work Reason
Code is set to n
Switch Hook Query Response Timeout
• 500 to 5000 (msec): The time that
call processing waits for a response from
the switch hook query before ROIF is
triggered.
• blank: ROIF is not active.
Maximum Agent Occupancy Parameters field descriptions
Field name
Description
Maximum Agent Occupancy AUX Reason 0–99: A reason code value. Do not use
Code
reason code 0.
Maximum Agent Occupancy Percentage
52
0–100: The maximum percentage of time an
agent can take calls. This time is based on
Maximum Agent Occupancy (MAO)
calculations. The default is 100.
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Holiday Table screen
Forced Agent Logout/Aux Parameters field descriptions
Field name
Description
ACW Forced Logout Reason Code
Available only if the Call Center Release is
3.0 or later and Expert Agent Selection
(EAS) is enabled for the system.
• 0–9: The reason code for logging out the
agent due to time out in the After Call Work
(ACW) mode.
Clock Time Forced Logout Reason Code
• 0–9: The reason code for the Forced Agent
Logout by Clock Time feature that allows
administrators to set a specific time when
the system automatically logs out Expert
Agent Selection (EAS) agents.
Maximum Time Agent in ACW before
Logout (sec)
Available only for Call Center Release 3.0 or
later and if Expert Agent Selection (EAS) is
enabled for the system.
• 30 to 9999: A system-wide maximum time
that an agent can be in the After Call Work
(ACW) mode. When this timer expires, the
agent is logged out.
• blank: The default to indicate that there is
no time out.
Holiday Table screen
Use the Holiday Table screen to establish the days and times for which Holiday Vectoring
applies. The fields are available only if you set the Holiday Vectoring field to y on the SystemParameters Customer-Options screen.
Holiday Table administration commands
Use the following commands to administer the Holiday Table screen.
Command name
change
Parameter
holiday-table
Qualifier
1 to 999 or next
display
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Call Center Elite screen reference
Command name
Parameter
Qualifier
remove
list
none: Lists all administered holiday tables
Holiday Table field descriptions
Field name
Description
Description
Enter a description of the holiday defined on
this line. The default is blank.
End
To specify the parameters on which vector
processing for the holiday ends, enter the
following:
• Month: 1 to 12
• Day: 1 to 31
• Hour (Optional): 00 to 23
• Minute (Optional): 00 to 59
Name
Enter an alphanumeric table name ranging
from 1 to 15 characters. The default is
blank.
Number
A display-only field that shows the table
number that you entered on the command
line.
Start
To specify the parameters on which vector
processing for the holiday begins, enter the
following:
• Month: 1 to 12
• Day: 1 to 31
• Hour (Optional): 00 to 23
• Minute (Optional): 00 to 59
Implementation notes for entering dates
Important:
When you use a range of dates, ensure that the end date is greater than the start date and
the valid ranges are within the span of one calendar year.
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Hunt Group screen
Use the Holiday Table screen to enter an individual holiday or holiday ranges. Adhere to the
following rules when you enter dates on the screen:
• If you enter a day, you must enter the corresponding month.
• If you enter a month, you must enter the corresponding day.
• If you enter an hour, you must enter the corresponding minute.
• If you enter a minute, you must enter the corresponding hour.
• If you enter an hour and minute, you must enter the corresponding month and day.
• If you enter a month and day, you must enter the corresponding hour and minute.
• If you enter an end month and day, you must enter the corresponding start month and
day.
• If you enter a start month and day, you must enter the corresponding end month and
day.
• To enter an individual holiday, enter a start month and day, but do not enter an end month
and day.
• To enter a holiday range, enter both a start month and day, and an end month and day.
• Ensure that the start month, day, hour, and minute are less than or equal to the end month,
day, hour, and minute.
Note:
The Vector Directory Number screen has a new field Use VDN Time Zone for Holiday
Vectoring. If you set this field to y, the holiday table goto conditionals use the VDN Time
Zone Offset adjustment for calls that go through the VDN instead of using the system
time.
Hunt Group screen
The ACD software directs a high volume of calls to hunt groups that are designed as ACD
splits. Each ACD split is created to receive calls for more than one service such as Sales,
Service, and Billing.
Hunt Group administration commands
Use the following commands to administer the Hunt Group screen.
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Call Center Elite screen reference
Command
name
Parameter
Qualifier
add
hunt-group
1-system limit
next
change
hunt-group
1-system limit
display
hunt-group
1-system limit
next
['number' x] ['to-number' x] ['count' n] ['schedule']
remove
hunt-group
1-system limit
list
hunt-group
['number' x] ['to-number' x] ['name' x] ['type' x] ['ext' x]
['to-ext' x] ['count' n] ['schedule']
duplicate
hunt-group
master_grp [start nnnn] [count xx]
[ ] indicates the qualifier is optional.
duplicate
hunt-group
Use the command to create up to 16 duplicate hunt-group screens.
master_grp
Is the assigned hunt group number, which is up to four digits, of the hunt
group you want to duplicate.
[start nnnn]
Is an optional parameter that you can use to specify the number from which
to start the number sequence for the duplicate hunt group. If you do not
specify a start number, the first available hunt group after the master hunt
group number is selected automatically. Only one hunt group is
selected.
[count xx]
Is an optional parameter that you can use to specify the number of
duplicates. You can create a maximum of 16 duplicates. If you do not
specify a count number, the first available hunt group after the master hunt
group number is selected automatically. Only one hunt group is
selected.
Hunt Group field descriptions
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Field name
Description
AAS
Enter y for the hunt group to function as an
Auto-Available Split (AAS).
ACD
Enter y to use ACD for the hunt group.
The field applies if you set ACD on the
System-Parameters Customer-Options
screen to y.
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Hunt Group screen
Field name
Description
Administered Members (min/max)
The minimum and maximum number of
members administered for a hunt group. The
field is available for all member pages.
AUDIX Extension
Displays when Message Center is set to remaudix.
Enter a valid 4-digit to 5-digit Uniform Dial
Plan (UDP) extension that identifies the
AUDIX hunt group on the host switch used
as the Message Center for this hunt group.
The field supports AUDIX in a Distributed
Communications Services (DCS)
arrangement.
AUDIX name
The name of the AUDIX machine, which
must match the IP node name.
Administer the field after configuring the IP
node.
Calling Party Number to INTUITY AUDIX
Enter y to send the calling party number to
INTUITY AUDIX. Enter n to ignore sending
the calling party number to INTUITY
AUDIX.
Calls Warning Threshold
Enter the number of calls that the system can
place in a queue.
When the number of calls exceeds this
threshold, the system flashes the queue
status and the optional Auxiliary Queue Call
Warning Threshold lamp that is assigned to
the split or skill. The lamps glow steadily
when a minimum of one call is in the queue
and the threshold has not yet been
reached.
You can assign a value from 1 to 999, but
ensure that the value is less than or equal to
the queue limit.
Do not leave the field blank if you have
administer the associated (Calls Warning)
Port field.
Controlling Adjunct
The field applies if you set ACD to y.
Set a value other than none for the ASAI
Link Core Capabilities and Computer
Telephony Adjunct Links fields.
• none: Members of the split/skill or hunt
group are not controlled by an adjunct
processor.
• asai: All agent login IDs are controlled by
an associated adjunct and logged-in
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Call Center Elite screen reference
Field name
Description
agents can use only their data terminal
keyboards. For example, to change the
agent work state.
You can use the field option if the
controlling adjunct is a CONVERSANT
IVR.
• adjlk: Computer Telephony Adjunct
Links.
• asai-ip: ASAI links administered
without hardware.
• adj-ip: ASAI adjunct links administered
without hardware.
(Calls Warning) Port
The seven character port number assigned
to connect the optional external Auxiliary
Queue Call Warning Threshold lamp that
flashes when the number of calls in queue
exceeds the queue warning threshold, as
assigned on Calls Warning Threshold.
The field applies if you allow calls to queue
to a hunt group.
Valid entry string is as follows:
• 1 to 64: The first and second characters
are the cabinet number.
• A to E: The third character is the
carrier.
• 0 to 20: The fourth and fifth character
are the slot number.
• 01 to 04 (Analog TIE trunks)
01 to 31: The six and seventh
characters are the circuit number.
The port is assigned to an analog line
circuit pack or given an x designation if an
extension is used.
COR
58
The Class of Restriction (COR) number that
reflects the desired restriction for the hunt
group.
If the hunt group supports voice messaging
in DCS, the CORs on the screen must be the
same for each Communication Manager
server.
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Hunt Group screen
Field name
Description
Coverage Path
The coverage path for the hunt group. The
field applies if the hunt group is not vector
controlled.
Valid entries are as follows:
• 1 to 999: A coverage path number.
• t1 to t999: A time of day table.
Dynamic Percentage Adjustment
Use the field to start or stop automatic
adjustments to the target allocations of the
agents as needed to help meet the
administered service-level targets.
The field applies if:
• ACD is active.
• Business Advocate is active.
• The hunt group is a Percent Allocation
Distribution (PAD) hunt group.
Dynamic Queue Position
Use the field to start or stop dynamic queue
operation to the calls queued to the skill.
Dynamic Queue Position (DQP) is a
Business Advocate feature that allows the
queuing of calls from multiple VDNs to a
single skill, while maintaining different
service objectives for each VDN.
DQP applies if you set the following fields to
y:
• ACD
• Business Advocate
• Expert Agent Selection (EAS)
• Skill
Dynamic Threshold Adjustment
Use the field to start or stop automatic
adjustments to overload thresholds. The
adjustments engage reserve agents to meet
the administered service levels.
Dynamic Threshold Adjustment applies if
you set the following fields to y:
• ACD
• Business Advocate
• Service Level Supervisor
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Call Center Elite screen reference
60
Field name
Description
Expected Call Handling Time (sec)
The field applies if you set ACD and
Vectoring (Advanced Routing) or
Business Advocate to y.
Valid entries are 1 to 9999 in increments
of 1.
The entry establishes the number of seconds
for expected call handling. This value is used
to initialize Expected Wait Time (EWT) and
is also used by the Business Advocate
Percent Allocation feature.
First Announcement Extension
The field applies if you set Queue to y. The
field is not displayed if you set Vector to y.
Enter a recorded announcement extension
number or leave the field blank.
The caller receives the announcement after
being in the queue for the time interval
specified in First Announcement Delay. If the
call is not answered after the announcement,
the caller hears music, which is only after the
first announcement, if Music-on-Hold is
provided, or hears ringing till the call remains
in the queue.
Leave the field blank to indicate no
announcement. If this is the forced first
announcement, the caller always hears a
ringback after the announcement, else the
caller hears music.
(First Announcement) Delay (sec)
The field applies if you set Queue to y and
Vector to n.
Enter the number of seconds, 0 to 99, that
a call remains in queue before the associated
first announcement is given the calling party.
The call retains the place in the queue while
the caller is listening to the recorded
announcement.
If the call is not answered after the
announcement, the caller hears music,
which is for first announcement only, if
Music-on-Hold is provided, or hears ringing
for as long as the call remains in the queue.
When you enter 0, the first announcement is
provided immediately to the caller. This value
is automatically set to 0 if there is no
queue.
Leave the field blank if there is no first
announcement.
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Hunt Group screen
Field name
Description
Forced Entry of Stroke Counts or Call
Work Codes
Use the field to start or stop the requirement
that an agent, when in the manual-in mode,
must enter a stroke or event count or a call
work code (CWC) for each answered call.
The field applies if you set ACD to y and if
the hunt group does not have a controlling
adjunct.
Group Extension
Is an unused extension number that is
assigned to the hunt group. Do not leave the
field blank.
(Group Member Assignments) Ext
Is the assigned station or attendant console
extension. The extension cannot be a Vector
Directory Number (VDN). The data module
cannot be a member of an ACD split or
skill.
Administers the assigned station or
attendant console extension only if the
controlling adjunct is administered as
none.
Note:
Avaya BRI stations support only ASCII
characters. Non-ASCII characters, such
as Eurofont or Kanafont, do not display
correctly on a BRI station.
(Group Member Assignments) Name
The name assigned to the extension number
when the number is administered in the
system.
(Group Member Assignments) At End of
Member List
Displays the current page and the last
page.
Group Name
A character string that uniquely identifies the
hunt group. Accepts up to 27 characters.
Note:
This field is supported by Unicode
language display for the 4610SW,
4620SW, 4621SW, and 4622SW
phones.
Group Number
The hunt group number.
Group Type
Each group type uses a different agent or
extension selection method when more than
two extensions or agents are available.
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Field name
Description
Valid entries are as follows:
• circ: The order of administration of
extensions determines the order of call
routing.
The field option applies if you set ACD to
n.
• ddc: Also known as hot seat distribution.
Communication Manager routes a call to
the first available agent based on the
sequence of administration.
The field option applies if you set Expert
Agent Selection to n.
• ead-loa: Communication Manager
routes a call to the agent with the highest
skill level and the lowest percentage of time
on ACD calls since login.
The field option applies if you set Expert
Agent Selection to y and Least
Occupied Agent or Business Advocate
to y.
• ead-mia: Communication Manager
routes a call to the agent with the highest
skill level and the longest idle time.
The field option applies if you set Expert
Agent Selection to y.
• ucd-loa: Communication Manager
routes a call to the agent with the lowest
percentage of time on ACD calls since
agent login.
The field option applies if you set Expert
Agent Selection to y and Least
Occupied Agent or Business Advocate
to y.
• ucd-mia: Communication Manager
routes a call to the agent with longest idle
time.
The field option applies if you set ACD to
y.
• pad: Communication Manager routes a
call to the agent with the lowest ratio of
adjusted work time to the target allocation
for the skill.
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Hunt Group screen
Field name
Description
The field applies if you set Dynamic
Advocate to y.
• slm: Communication Manager routes a
call to the agent whose other assigned
skills meet the administered service level
targets.
The field option applies if you set Service
Level Maximizer to y and Business
Advocate to n.
For more information, see the Avaya Aura®
Communication Manager Screen
Reference document.
Inflow Threshold (sec)
The number of seconds that a call can
remain in queue before the queue stops
accepting calls. Valid entries are from 0 to
999. If you set the field value to 0,
Communication Managerredirects a call to a
split or skill only if there is an available
agent.
The field applies if ACD and a queue are
enabled for the system. The field does not
apply to a vector-controlled hunt group.
Interruptible Aux Threshold
Administer this field and the associated
Interruptible Aux Deactivation Threshold
field to make Expert Agent Selection (EAS)
agents in the Auxiliary (AUX) work available
to receive calls.
Valid entries are as follows:
• calls-warning-threshold: Select
this field option to make interruptible
agents in the AUX work mode available for
calls to the skill if the number of calls in a
queue exceeds the specified value.
• service-level-target: Select this
field option to make interruptible agents in
the AUX work mode available for calls to
the skill if the service level is less than the
target.
• time-warning-threshold: Select
this field option to make interruptible
agents in the AUX work mode available for
calls to the skill if the time of the oldest call
in the queue exceeds the specified value.
• none: Select this field option if you do not
want to use the Interruptible Aux feature.
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Call Center Elite screen reference
Field name
Description
The Interruptible Aux Deactivation
Threshold field is inapplicable if you select
this field option.
For more information, see the Avaya Aura®
Call Center Elite Feature Reference
document.
Interruptible Aux Deactivation Threshold Based on the field option in Interruptible
Aux Threshold, set a deactivation threshold
to turn off agent notification.
• If you set the field to calls-warningthreshold, the threshold is less than X
calls in the hunt group queue. You can
enter a value from 0 to 998.
• If you set the field to service-leveltarget, the threshold is a minimum of X
percent of calls that are answered in Y
seconds. You can enter a value from 0 to
100.
• If you set the field to time-warningthreshold, the threshold is the oldest
call that has been in a queue for less than
Y seconds. You can enter a value from 0
to 998.
ISDN/SIP Caller Display
The field is required for ISDN-PRI, ISDNBRI, and SIP trunks.
The following are the valid entries:
• grp-name: Displays the hunt group
name to the originating user.
• mbr-name: Displays the member name
to the originating user.
• blank: Displays the VDN name to the
originating user.
Note:
Avaya BRI stations support only ASCII
characters. Non-ASCII characters, such
as Eurofont or Kanafont, do not display
correctly on a BRI station.
Level 1 Threshold (sec)
64
The number of seconds for the first EWT
threshold. Valid entries are 0 to 99.
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Hunt Group screen
Field name
Description
The field applies if you set ACD and Service
Level Supervisor to y.
Level 2 Threshold (sec)
The number of seconds for the second EWT
threshold. Valid entries are 0 to 99.
The field applies if you set ACD and Service
Level Supervisor to y.
Local Agent Preference
You can administer this field to handle agent
and call surplus conditions.
Use the field to administer agent surplus
conditions. To set up an algorithm for call
surplus conditions, set the Local Call
Preference field on the Agent ID screen.
Valid entries are y or n. The default is n.
This field applies if the Call Center
Release field is 3.0 or later and the Multiple
Locations field is set to y.
For more information on the Hunt Group
screen, see the Administering Avaya Aura®
Communication Manager document.
LWC Reception
Indicates the location where Leave Word
Calling (LWC) messages are stored.
Valid entries are as follows:
• audix: LWC messages are stored in the
voice messaging system.
• none: LWC messages are not stored.
• spe: LWC messages are stored in the
system or on the Switch Processor
Element (SPE).
Maximum Auto Reserve Agents
The maximum number of auto reserve
agents available for this skill (hunt group).
When an auto reserve skill is in danger of
falling below the target service level percent,
the system reserves some of the skill agents
automatically, that is, the agents are kept idle
in other skills and made available when a
new call arrives for this skill.
Valid entries are 0 to 9. The default is 0.
Measured
Provides measurement data for the ACD
split or skill to VuStats or BCMS.
The field applies if you activate ACD for the
hunt group and VuStats or BCMS for the
system.
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Call Center Elite screen reference
Field name
Description
Valid entries are as follows:
• internal: Provides measurements
made by Avaya Call Management System
that are internal to the server running
Communication Manager.
• external: Provides measurements
made by the Avaya Call Management
System that are external to the server
running Communication Manager.
• both: Provides measurements collected
both internally and externally.
• none: Measurement reports for this hunt
group are not required.
Member Range Allowed
Number of allowed members. The values
vary based on the system or the
configuration.
Message Center AUDIX Name
The name of the Message Center AUDIX.
The field applies if the messaging type is
audix or rem-vm.
Message Center MSA Name
The name of the Message Center Messaging
Server Adjunct (MSA).
The field applies if the messaging type is
msa.
Message Center
The type of messaging adjunct for the hunt
group.
Only one hunt group in the system can be
administered as audix, fp-mwi, remaudix, and as many as six as qsigmwi.
Valid entries are as follows:
• audix: AUDIX located on the server
running Communication Manager.
• fp-mwi: Public network allowing AUDIX
to be located on another Communication
Manager. The field entry applies if you set
ISDN Feature Plus to y.
• msa: Messaging Server Adjunct.
• msa-vm: A voice mail system integrated
using Mode Codes or Digital Station
Emulation.
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Hunt Group screen
Field name
Description
• rem-vm: DCS allowing voice mail to be
located on another server.
• qsig-mwi: QSIG network allowing voice
mail to be located on another server.
• sip-adjunct: SIP message center
server.
• none: The hunt group does not serve as a
message hunt group.
Messaging Server Name
Name of the server as displayed on the UserDefined Adjunct Names screen.
MM Early Answer
The system begins to answer an H.320 call
and establishes an audio channel before
offering the conversion call to a hunt group.
This starts billing for the call when the call is
first placed in queue. This field applies only
for systems using Multimedia Call
Handling.
Night Service Destination
Enter an assigned extension number as the
destination where calls to this split redirect
when the split is in the night service mode.
This extension can be a VDN extension, but
must be a local extension for all features to
work correctly.
Enter attd as an attendant group code.
Note:
The field does not apply to a vectorcontrolled hunt group.
Primary
Sets the specified AUDIX as the primary
adjunct. The field applies if the messaging
type is audix or rem-audix.
Priority on Intraflow
Sets the priority for calls routed from a split
to a covering split over calls waiting in the
covering split queue.
The field applies if you set ACD to y. The
field does not apply to a vector-controlled
hunt group.
Provide Ringback
The field applies if Message Center on the
Hunt Group screen is fp-mwi or qsigmwi.
Use the field if you are using an SBS trunk
for the QSIG MWI hunt group. If set to y, a
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Call Center Elite screen reference
Field name
Description
call covering to the message center provides
a ringback to the caller during the coverage
interval.
When set to y, ringback is provided to the
calling party until a connect is received for the
call to the Messaging system. Ringback is
discontinued upon receipt of the connect
indication. The default is n.
This field applies if Queue is set to y.
Valid entries are as follows:
Queue Limit
• unlimited: The system allocates the
queue dynamically. All calls to this hunt
group are put in queue when an agent or a
station is unavailable. This is the default
field setting.
1-999: The system limits the number of
calls that queue to this hunt group to the
value specified in this field.
68
Queue
Sets a queue for the hunt group.
Redirect on IP/OPTIM Failure to VDN
If ROIF or ROOF occurs, calls are redirected
to the VDN specified in this field.
If you leave this field blank, calls are placed
back in the queue.
(Redirect on IP/OPTIM Failure to VDN)
Retain Active VDN Context
When this field is set as y, the VDN context
from the previous active VDN is retained and
used after the call is redirected to the
specified redirect VDN.
Redirect on No Answer (rings)
To determine the number of rings after which
Communication Manager must redirect
calls.
Valid entries are from 1 to 20 rings. You can
leave this field blank.
Redirect on No Answer to VDN
If RONA occurs, calls are redirected to the
VDN specified in this field. If you leave this
field blank, calls are placed back in the
queue.
(Redirect on No Answer to VDN) Retain
Active VDN Context
Set the field to y to retain the VDN context
from the previous active VDN and to use the
VDN context after the call is redirected to the
specified redirect VDN.
Routing Digits (e.g. AAR/ARS Access
Code)
A 1-digit to 4-digit AAR (qsig-mwi) or ARS
(fp-mwi) access code. This access code is
prepended to the AUDIX complete number
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Hunt Group screen
Field name
Description
to define a route to the message center
switch hunt group containing the line ports to
AUDIX.
The field accepts the star (*) and pound (#)
characters.
This field applies if the messaging type is
qsig-mwi or fp-mwi.
Second Announcement Extension
The field applies when you set ACD and
Queue to y and Vector to n.
Enter the extension number assigned to a
recorded announcement or leave blank.
Leaving the field blank indicates that there is
no second announcement.
(Second Announcement) Delay (sec)
The field applies when you set ACD and
Queue to y and Vector to n.
Enter the time before the call in the queue
receives a second recorded announcement
or if the second announcement is repeated.
Valid entries are from 1 to 99. If this hunt
group is a coverage point for another split/
skill, this delay must not be more than 15
seconds.
Leave the field blank to indicate that there is
no second announcement.
Security Code
Enter a 4-digit security code used for the
Demand Print feature, or leave the field
blank.
Send Reroute Request
Determines rerouting invocation when a call
covers to a qsig-mwi hunt group. The field
applies if you set the messaging type as
qsig-mwi and Supplementary Services
with rerouting.
Service Level Interval
The time interval when Actual Service Level
(ASL) calculations run. ASL is one of the
Service Level Maximizer (SLM) algorithms
used for most situations, particularly for low
staff or low traffic.
You can set the interval to the same value
used when specifying the target objectives
for the application.
The field applies if you set the SLM algorithm
to actual and this is an SLM-type hunt
group.
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Field name
Description
Valid entries are as follows:
• hourly: ASL algorithm calculations for
accepted call and total call components are
set to 0 at hourly intervals.
• daily: ASL algorithm calculations for
accepted call and total call components are
set to 0 at daily intervals. This is the
default.
• weekly: ASL algorithm calculations for
accepted call and total call components are
set to 0 at weekly intervals. The weekly
interval starts as 00:00 hours on Sunday.
Service Level Supervisor
The use of the field reduces the need to
move agents from skill to skill during
emergencies or unanticipated peaks in call
volume. The field applies if you set ACD to y
and if the hunt group is of the EAS skill.
Service Level Target (% in sec)
The field applies when ACD is set to y,
Measured is not blank, and when more than
one of the following features is set to y.
• BCMS or VuStats Service Level, BCMS/
VuStats Service Level customer option
license is active and the hunt group
measured field is set to internal or
both.
The seconds component of the service
level target is used as the acceptable level
for reporting the percentage of calls
answered within the specified time. Leave
the default percentage of 80 unchanged.
• The service level target in seconds is used
for the Business Advocate Service Level
Supervisor Objective.
You can use the service level target for the
dynamic percentage adjustment when:
- The Dynamic Threshold Adjustment
field on the Hunt Group screen is y.
- The Group Type field on the Hunt
Group screen is pad.
- The Dynamic Percent Adjustment field
on the Hunt Group screen is y.
• SLM service level target. Applies if Group
Type on the Hunt Group screen is slm, the
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Hunt Group screen
Field name
Description
SLM customer option license is active, and
the Business Advocate customer option
license is not active.
• Interruptible Aux Work service level target.
Applies if Interruptible Aux Threshold on
the Hunt Group screen is set to
service-level-target.
The Interruptible Aux feature is triggered if
the service level is less than the
administered percentage of calls in the
specified seconds.
Service Objective
Sets a service objective for a skill as the
number of elapsed seconds before a call is
answered.
Valid entries are from 1 to 9999. The default
value is 20.
The field applies if you set ACD for the hunt
group to y, the hunt group is an EAS skill,
and Business Advocate is set to y.
Skill
Sets a hunt group as an EAS skill. The field
applies if you set ACD for the hunt group and
EAS to y.
SLM Count Abandoned Calls
The field is best used when reporting for this
application does not account for calls that are
abandoned while in skill queues.
If set as y, abandoned calls are included in
the ASL algorithm calculations for SLM. If set
as n, abandoned calls are not included in the
ASL algorithm calculations for SLM.
The field applies if the SLM algorithm is
administered as actual and this is an SLMtype hunt group.
Supervisor Extension
The extension number of the ACD split or
skill supervisor that agents reach when using
the Supervisor Assist feature. The extension
number cannot be a VDN.
The field applies if the ACD field is set to y.
Time Warning Threshold
The specified Time Warning Threshold
activates Interruptible Aux if the oldest call
has been in the queue for longer than the
specified number of seconds.
If Time Warning Threshold is set to 60,
interruptible agents start getting interrupted
when the duration of the oldest call in the
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Field name
Description
queue for a hunt group exceeds 60 seconds.
An entry of 0 provides a warning whenever a
call is queued.
When Interruptible Aux is activated, the
system flashes the queue status lamps, the
feature buttons are assigned to members
phones, and the Auxiliary Queue Time
Warning lamp is assigned to the relevant
skill.
Valid entry are from 0 to 999.
The field applies if a queue is set for the hunt
group and if a port number is not
administered for the call warning and time
warning ports.
Timed ACW Interval (sec)
The number of seconds an agent in auto-in
work mode remains in the ACW mode after
a call drops. After this time interval expires,
the agent automatically becomes available.
Timed ACW cannot be administered if the
hunt group is adjunct controlled or is an
AUDIX message center. Valid entries are
from 1 to 9999.
Note:
You can override the field by adjusting the
settings for a vector.
This field applies if you set ACD for the
hunt group y and Timed ACW for the
system to y.
72
(Timed ACW Interval (sec)) After Xfer or
Held Call Drops
For incoming ACD or direct agent calls, an
auto-in agent is placed into Timed After Call
Work (TACW) mode, instead of immediately
making the agent available, if the caller drops
a held call or the agent transfers the call.
You can use the feature for the agents in a
hunt group or for calls delivered from a VDN
when the Timed ACW Interval field is set to
a nonzero value.
TN
The Tenant Partition number. Valid entries
are from 1 to 100.
Total Administered Members
The total number of members administered
for the hunt group.
Vector
Sets the hunt group as vector controlled. The
field applies if you set Basic Vectoring to
y.
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Policy Routing Table screen
Field name
Description
Voice Mail Handle
The SIP Enablement Services (SES) handle
that can receive voice mail. Leave the field
blank if you have assigned a voice mail
number.
Voice Mail Number
The 1-digit to 17-digit voice mail dial-up
number. The qsig-mwi selection shows the
complete number of the AUDIX hunt group
on the message center server for QSIG MWI.
The fp-mwi selection shows the public
network number of the AUDIX hunt group on
the message center server.
The field applies if you enable Basic Call
Setup and Basic Supplementary
Services, and the messaging type is qsigmwi or fp-mwi.
VuStats Objective
Enter a numerical objective for the call. An
objective is a split or skill goal for the call.
This can be an agent objective such as a
specific number of calls handled or an
average talk time. The objective can also be
a percent within the service level.
The objective appears on the VuStats
display and allows agents and supervisors to
compare the current performance with the
value of the objective for the split or skill. This
value applies to customized VuStats display
formats.
Valid entries are from 0 to 99999.
The field applies if you set ACD for the hunt
group and VuStats for the system to y. You
must administer the hunt group to collect
internal or external measurement data for
VuStats.
Policy Routing Table screen
Use the Policy Routing Table screen to administer and monitor the percentage allocation
routing by assigning destination routes and target percentages.
For information about the application examples of Policy Routing Table and Percentage
Allocation Routing, see the Avaya Aura® Call Center Elite Feature Reference document.
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Policy Routing Table administration commands
Use the following commands to administer the Policy Routing Table screen.
Command
name
Parameter
Qualifier
add
policy-routing-table
1–8000
next
change
policy-routing-table
1–8000
display
policy-routing-table
1–8000
['schedule']
remove
policy-routing-table
1–8000
list
policy-routing-table
No qualifier since the list command displays all the
Policy Routing Tables
Policy Routing Table field descriptions
Field name
Description
Number
Displays the table number that you entered
on the command line.
Name
Enter a string of up to 15 characters as the
name of the Policy Routing Table (PRT)
table. Any alphanumeric character is valid.
The default is blank.
Type
Specify the type of algorithm the PRT table
supports. The valid entry in this field is
percentage.
Period
Specify the period for resetting the call
counts and actual percentages. Valid entries
for this field:
• 100_count (default): Resets the
call counts and displayed percentage
when the total calls for the PRT reach 100,
which is when the total calls match the
target routing pattern percentages. This
ensures that the routing points have equal
distribution of calls all the time.
• max_count: Call counts are maintained
until calls delivered to one of the VDNs
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Policy Routing Table screen
Field name
Description
exceed 65,400. At that point, calls continue
to be distributed over the VDNs, but the call
counts are reset when the actual
percentages equal the targets for all of the
VDNs at the same time.
• Half-hour: Resets the call counts at the
top of the hour and at the 30–minute
point.
• hour: Resets the call counts at the top of
the hour.
• daily: Resets the call counts at midnight,
every night.
• weekly: Resets the call counts at
midnight on Saturday.
Index
Displays the sequential number of the row.
You can enter up to 15 route-to VDN entries
in a PRT table.
Route-to VDN
Enter a valid extension that is up to 13-digits
long to which calls are to be routed. The
default is blank.
VDN Name
Displays the assigned name of the VDN
specified in the Route-to VDN field or “name
not assigned” if the VDN name is not
assigned yet. The name must be assigned or
changed on the VDN screen.
Target %
Specifies the target percentage of total calls
to be routed to a VDN. Valid entries are 0 to
100. Use only whole numbers. Do not use
fractions.
Actual %
Displays the actual percentage of total calls
routed to a VDN. The actual percentage is
calculated to 6 decimal places, but only the
first decimal place is displayed.
Call Counts
This column displays the current number of
calls routed to a VDN.
Totals
This field displays the values in the Target
% and Call Counts fields for all the assigned
VDNs in the PRT. The total for Target % must
always add up to 100 to successfully save
the changes.
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Reason Code Names screen
Use the Reason Code Names screen to assign names to reason codes. You can assign a
different name to each reason code for the Aux Work mode and for an agent logout.
Reason Code Names administration commands
Use the following administration commands to access the Reason Code Names screen.
Command name
Parameter
display
reason-code-names
change
reason-code-names
Reason Code Names field descriptions
Field name
Description
Aux Work
For each reason code, enter the name to be
associated with this reason code when the
agent uses the reason code to enter an Aux
Work mode. The name can be up to 16
characters long. The default is blank.
Logout
For each reason code, enter the name to be
associated with this reason code when the
agent uses the reason code to log out. The
name can be up to 16 characters long. The
default is blank.
Interruptible
For each reason code, enter y if you want the
reason code to be interruptible.
Note:
The default reason code does not have an interruptible qualifier since the default code
cannot be made interruptible. The following types of reason codes cannot be made
interruptible: IP Failure Aux Work reason code, MAO Aux Work reason code, RONA Aux
Work reason code, and ROOF Aux Work reason code.
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Service Hours Table screen
Service Hours Table screen
You can use the Service Hours Table to specify the office service hours. You can administer
up to 999 different tables.
Service Hours Table administration commands
Command
name
Parameter
Qualifier
add
service-hours-table
1 through 999
change
service-hours-table
1 through 999
display
service-hours-table
1 through 999
remove
service-hours-table
1 through 999
list
service-hours-table
none
list usage service-hours-table
none
Service Hours Table field descriptions
Field name
Description
Number
Displays the table number that you entered
on the command line.
Description
Provides a description for the table. Enter an
alphanumeric table name with 1 to 27
character . The default is blank.
Use time adjustments from location
Indicates the location number on the
Locations screen that specifies how to adjust
the time zone offset and daylight saving
time.
Start and End
Defines the range of service hours for each
day of the week. Ensure that the start time is
earlier than the end time.
• hour - 0-23
• minute - 0-59
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Field name
Description
The hour range must be within the specified
day, from 00:00 (midnight) until 23:59. If a
time range goes past midnight, for example,
Friday 19:00 to Saturday 02:00, enter the
time in two ranges. Set up the first range as
Friday from 19:00 to 23:59 and the second
range as Saturday from 00:00 to 01:59.
A time is in the table from the first second of
the start time, for example, 08:00:00. The
time is in the table until the last second of the
end time, for example, 17:00:59.
SIT Treatment for Call Classification screen
Use the SIT Treatment for Call Classification screen to specify the treatment of Special
Information Tones (SITs) used for Outbound Call Management (OCM) type calls with USA
tone characteristics. Use the port network TN744 Call Classifier circuit pack ports or H.248
Media Gateway internal tone detector resources in the classified mode to detect SITs.
SIT Treatment for Call Classification administration commands
Use the following administration commands to administer the SIT Treatment For Call
Classification screen. In some cases, the screen displays only the most commonly used
commands.
Command name
Parameter
Qualifier
change
sit-treatment
—
display
sit-treatment
[’print’ or ’schedule’]
SIT Treatment for Call Classification field descriptions
Note:
In the field following each type of SIT, enter answered to specify that the call is classified as
answered and sent to a staffed agent, or enter dropped to specify that the call is classified as
not answered and is not sent to a staffed agent.
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SIT Treatment for Call Classification screen
Field name
Description
Answering Machine Detected (AMD)
An ASAI adjunct can request AMD for a call.
If an Answering Machine is detected, one of
two treatments is specified. Valid entries are
dropped and answered. Default is
dropped.
AMD Treatment has two separately
administrable sub fields. Talk Duration is for
full seconds and Pause Duration is for
fractions of a second, separated by a displayonly decimal point. The default of Talk
Duration is 2 seconds from a range of 0.1
seconds to 5.0 seconds in increments of 0.1
seconds. The Pause duration is 0.5 seconds
from a range of 0.1 seconds to 2.0 seconds
in increments of 0.1 seconds.
SIT Ineffective Other
Sample announcement following this SIT:
You are not required to dial a
1 when calling this number.
Valid entries are answered and
dropped. The default is dropped.
SIT Intercept
Sample announcement following this SIT:
XXX-XXXX has been changed to
YYY-YYYY, make a note of it.
Valid entries are answered and
dropped. The default is answered.
SIT No Circuit
Sample announcement following this SIT:
All circuits are busy, try
again later. Valid entries are
answered and dropped. The default is
dropped.
SIT Reorder
Sample announcement following this SIT:
Your call did not go through,
hang up and dial again. Valid
entries are answered and dropped. The
default is dropped.
SIT Unknown
A situation or condition that is unknown to the
network is encountered. Valid entries are
answered and dropped. The default is
dropped.
SIT Vacant Code
Sample announcement following this SIT:
Your call cannot be completed
as dialed, check the number
and dial again. Valid entries are
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Field name
Description
answered and dropped. The default is
dropped.
Vector Directory Number screen
You can use the Vector Directory Number screen to define VDNs for Call Vectoring. Each VDN
is mapped to one call vector.
VDNs are software extension numbers and not numbers that are assigned to physical
equipment. A VDN is accessed using direct dial Central Office (CO) trunks mapped to the VDN
(incoming destination or night service extension), Direct Inward Dial (DID) trunks, and Listed
Directory Number (LDN) calls. The VDN can also be a night destination for the LDN.
VDN administration commands
Use the following administration commands to administer the Vector Directory Number
screen.
Command
name
Parameter
Qualifier
add
vdn
xxxxx or next, where xxxx is the extension number of the
VDN to be added.
change
vdn
xxxxx
display
vdn
xxxxx [’print’ or ’schedule’]
list
vdn
xxxx ‘count’ 1-MAX [’print’ or ’schedule’]
vdn
bsr xxx, which is the number of a BSR application plan.
remove
vdn
xxxxx
duplicate
vdn
master_ext [start nnnn...] [count xx]
[ ] indicate the qualifier is optional. Single quotes (‘ ’) indicate the text inside the quote must
be entered exactly as shown or an abbreviated screen of the word can be entered. MAX is
the maximum number available in your system configuration. For more information, see the
Avaya Aura® Communication Manager Hardware Description and Reference document.
duplicate vdn Use the command to create up to 16 duplicate VDNs.
master_ext
80
Is the assigned extension number, which can be up to 13 digits, of the VDN
you want to duplicate.
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Vector Directory Number screen
[start nnnn]
Is an optional parameter that you can use to specify the number from which
to start the number sequence for the duplicate VDN. If you do not specify
a start number, the first available VDN after the master VDN is selected
automatically. Only one VDN is selected.
[count xx]
Is an optional parameter that you can use to specify the number of
duplicates. You can create a maximum of 16 duplicates. If you do not
specify a start number, the first available VDN after the master VDN is
selected automatically. Only one VDN is selected.
VDN field descriptions
Field name
1st/2nd/3rd Skill
Description
The field applies if:
• Expert Agent Selection (EAS) on the SystemParameter Customer-Options screen is active for the
system.
• You set Meet-me Conferencing on the Vector
Directory Number screen to n.
Type the skill number in each field or leave the field
blank.
Valid entries are 1 through 8000, where the default is
blank.
Acceptable Service Level
(sec)
The field applies if:
• BCMS/VuStats Service Level on the SystemParameter Customer-Options screen is active for the
system.
• You set Measured on the Vector Directory Number
screen to internal or both.
Type the number of seconds within which agents must
answer all calls to the VDN. BCMS tracks the percentage
of calls answered within the administered time.
Valid entries are 0 through 9999 seconds, where the
default is blank.
Allow VDN Override
The field applies if you set Meet-me Conferencing to n.
This field entry changes the active VDN for the call.
Valid entries are as follows:
• n: The routed-to VDN does not replace the active
VDN.
This field entry is the default.
• y: The routed-to VDN replaces the active VDN.
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Field name
Description
The VDN parameters associated with the call use the
routed-to VDN.
For more information, see the Avaya Aura® Call Center
Elite Feature Reference and Programming Call Vectoring
Features in Avaya Aura® Call Center Elite documents.
Apply Ringback for Auto
Answer Calls
The field applies if you set Auto Answer on one of the
following screens to y:
• Station
• Agent LoginID
Use the field to prevent a ringback to the caller for a call
that Communication Manager delivers to an agent in the
auto-answer work mode.
Valid entries are y and n. The default is y to provide a
ringback to the caller.
Note:
The field follows VDN Override Rules.
Attendant Vectoring
Set the field to y to identify the VDN as an Attendant
Vectoring VDN.
Communication Manager deletes all call center related
fields, such as skills and BSR.
Important:
Before assigning a VDN as an attendant vectoring
VDN, ensure that the VDN is not administered on the
following screens:
• Console Parameters
• Tenant Partitioning
AUDIX Name
If the VDN that you assign is associated with an AUDIX
vector, type the name of the AUDIX machine as the name
appears on the Adjunct Names screen.
BSR Application
To use multisite BSR with a VDN, enter a 1-digit to 3-digit
number to specify an application plan for the VDN.
This field applies if Lookahead Interflow (LAI) and
Vectoring (Best Service Routing) on the SystemParameter Customer-Options screen is active for the
system.
Note:
The field follows VDN Override Rules.
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Vector Directory Number screen
Field name
Description
BSR Available Agent Strategy In an agent surplus situation, Available Agent Strategy
determines how BSR identifies the best split or skill to
serve a call.
This field applies if:
• Vectoring (Best Service Routing) on the SystemParameter Customer-Options screen is active for the
system.
• You set BSR Tie Strategy on the Vector Directory
Number screen to system or alternate.
Valid entries are as follows:
• 1st-found: BSR stops agent selection when a consider
series finds an available, that is, idle agent.
• UCD-LOA: BSR selects the least occupied agent.
UCD-LOA is Uniform Call Distribution-Least Occupied
Agent.
• UCD-MIA: BSR selects the most idle agent.
UCD-MIA is Uniform Call Distribution-Most Idle Agent.
• EAD-LOA: BSR selects the least occupied agent with
the highest level for the skill.
EAD-LOA is Expert Agent Distribution-Least Occupied
Agent.
• EAD-MIA: BSR selects the most idle agent with the
highest level for the skill.
EAD-MIA is Expert Agent Distribution-Most Idle
Agent.
The EAD-LOA and EAD-MIA field entries are available
with Expert Agent Selection (EAS).
The UCD-LOA field entry applies if Least Occupied
Agent or Business Advocate is active for the system.
Note:
The field follows VDN Override Rules.
BSR Local Treatment
Set the field to y on local and remote VDNs to provide
local audio feedback to interflow calls in queue.
Note:
The field follows VDN Override Rules.
BSR Tie Strategy
The field applies if Vectoring (Best Service Routing) on
the System-Parameter Customer-Options screen is
active for the system.
Valid entries are as follows:
• system: BSR uses the BSR Tie Strategy field entry on
the Feature-Related System Parameters screen.
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Field name
Description
This field entry is the default.
• 1st-found: BSR uses the previously selected best
choice as the best skill or location.
• alternate: BSR alternates the selection algorithm
during a tie between the Expected Wait Time (EWT)
calculations and the Available Agent Strategy criteria.
For every tie that occurs for calls from the same VDN,
BSR selects the consider series with the tie to send the
call instead of the first selected split/skill or location.
Hence, BSR balances call routing when the cost of
routing to remote locations is not a concern.
Note:
The field follows VDN Override Rules.
COR
Type a 1-digit to 3-digit number that indicates the Class
of Restriction (COR) that you want to assign to the VDN.
The default value is 1. The field cannot be blank and must
have an entry in the range from 0 to 995.
Daylight Saving Rule
Use the field with the VDN Time-Zone Offset field to
define the Daylight Saving Time (DST) rule.
The DST rule and the time zone offset are applied to
goto time-of-day commands in the vector that is
assigned to the VDN. The time-of-day (TOD) calculations
are based on the local time of the receiving call VDN.
The assigned rule number applies start rules and stop
rules that are administered on the Daylight Saving
Rule field for that rule number.
Tip:
Type list usage vdn-time-zone-offset to
view all the VDNs containing an administered DST
rule.
Valid entries are as follows:
• system: The system uses the same DST rule as the
system clock shown in the display/set time field.
• 0: The DST rule does not apply. If the system time has
a daylight saving rule specified, this rule is deleted
before evaluation of the goto if time-of-day
conditional.
• 1–15: Indicates the rule as defined on the Daylight
Saving Rule field.
When you use a number other than 0 (zero), the rule
associated with the main server clock display time and
the main server offset are not used. The offset and rule
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Vector Directory Number screen
Field name
Description
assigned to the active VDN for the call are applied to
the operating system standard time so that local time
for the VDN is used to test the time-of-day step.
Note:
The field follows VDN Override Rules.
Destination
Indicates if the calls are routed using a vector number or
the Policy Routing Table (PRT).
Valid entries are Vector Number and Policy
Routing Table.
Display VDN for Route-To
DAC
Addresses situations where one of the following
conditions is in effect:
• A route-to number or route-to digits
vector command routes an EAS direct agent call, with
the coverage option set to y.
• An adjunct routing step routes a direct agent call, with
the coverage option set to y.
Valid entries are y and n, where n is the default.
Note:
The field follows VDN Override Rules.
Extension
Enter the extension associated with the VDN when you
complete a paper screen. The extension is a number that
starts with a valid first digit and conforms to the length
defined by the system dial plan.
The field is a display-only field that shows when you use
an administration command such as add or change to
gain access to the screen.
Measured
Collects measurement data for the VDN. Basic Call
Management System (BCMS), Call Management System
(CMS), or Avaya IQ collect data for reporting.
Valid entries are as follows:
• internal
• external
• both
• none. This field entry is the default.
Note:
The field entries both and internal apply if you set the
BCMS field on the System-Parameter CustomerOptions screen to y.
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Field name
Description
Administer the relevant CMS release on the FeatureRelated System Parameters screen to change the field
entry to both or external.
Meet-me Conferencing
The field applies when you set the Meet-me
Conference field to y.
Valid entries are y and n. The default is n.
Name
Enter an alphanumeric name, which can be up to a 27–
characters long, that identifies the VDN. The field is
optional. The default is blank.
The name can be truncated on phone display depending
on the application. When information is forwarded with an
interflow call, only the first 15 characters are sent.
Observe on Agent Answer
Valid entries are as follows:
• y: Communication Manager connects the observer to a
call only after delivering the call to an agent.
• n: Communication Manager connects a non-Observe
by Location observer to a call at the beginning of vector
processing.
This field entry is the default.
Reporting for PC or POM
Calls
Associated field: PC Predictive
Reports Skill
Indicates that the VDN is used for Proactive Outreach
Manager (POM) or Proactive Contact (PC) outbound
calling.
If you have switch-classified outbound calling with PC,
use this field and the associated skill field to activate the
improved integration with the PC feature.
If you have a POM system, use the field to activate the
VDN for indication to reporting of a Proactive Outreach
Manager call to the VDN.
Valid entries are y and n. The default is n.
Note:
Administer this field after you set Measured on the
Vector Directory Number screen to external or both.
For more information, see the Avaya Aura® Call Center
Elite Feature Reference document.
The associated field applies if you set the following fields:
• ASAI Link Plus Capabilities or the Computer
Telephony Adjunct Links fields on the SystemParameter Customer-Options screen to y.
• Reporting for PC or POM Calls field on the Vector
Directory Number screen to y.
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Vector Directory Number screen
Field name
Description
If you enter a skill number, the VDN option applies to PC
reporting, but if you leave the field blank, the VDN option
applies to POM calls.
Return Destination
Associated field: Call Origin
The VDN extension number to which an incoming trunk
call is routed if the calls returns to vector processing after
the agent drops the call.
Valid entries are the VDN extension or blank, where the
default is blank.
This associated field applies if you enter a VDN extension
in the Return Destination field.
Use the field to administer the types of calls that will be
redirected to the extension in the Return Destination
field when the destination is released.
Valid entries are as follows:
• external: Applies VDN Return Destination (VRD) only
to incoming external trunk calls directly to the VDN.
This field entry is the default.
• internal: Applies VRD only to internal calls that have
not been through vector processing. Internal calls for
this purpose include trunk calls that are transferred,
forwarded, or covered to the VDN or ASAI routed.
• both: Applies VRD to external or internal calls.
Send VDN as Called Ringing
Name Over QSIG
Enter y to display the VDN name to the receiver when the
phone is ringing. Enter n to hide the VDN name from the
receiver when the phone is ringing.
The default is n.
Service Objective (sec)
This field applies if Business Advocate on the SystemParameter Customer-Options screen is active for the
system.
This field activates the Dynamic Queue Position (DQP)
feature which is also referred to as Service Objective by
VDN. With DQP, you can queue calls from multiple VDNs
to a single skill, while maintaining different service
objectives for the VDNs.
Type the service level, in seconds, for the VDN.
Valid entries are 1 through 9999. The default value is
20.
TN
Type the Tenant Partition number.
Valid entries are 1 to 100. The default value is 1.
Note:
The field follows VDN Override Rules.
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Field name
Description
Used for BSR Polling
The field is applicable when you use Best Service Routing
(BSR) and Look Ahead Interflow (LAI).
Use this field for unmeasured VDNs that route to vectors
with a BSR reply-best command to prevent
Communication Manager from sending polling-related
messages to CMS or Avaya IQ for unmeasured calls.
The field is applicable for unmeasured VDNs assigned to
a vector with no queue-to command, but with consider
steps terminated by the reply-best command. The
trunk groups that are used to route calls to the VDNs are
also unmeasured.
Set Measured on the Vector Directory Number (VDN)
screen to none and Used for BSR Polling to y.
Use VDN Time Zone For
Holiday Vectoring
Set the field to y to use the VDN time zone with holiday
vectoring. Set the field to n to use the system time with
holiday vectoring.
Note:
The field follows VDN Override Rules.
VDN of Origin Annc.
Extension
The field applies if VDN of Origin Announcements on
the System-Parameter Customer-Options screen is
active for the system.
Type the extension number of the VDN of Origin
Announcement (VOA). The default is blank.
Note:
The field follows VDN Override Rules.
VDN Override for ASAI
Messages
Determines if the active VDN is sent as the called number
for ISDN Trunk ASAI messages.
When you set Meet-me Conferencing to n, the VDN
Override for ASAI Messages field follows VDN Override
Rules when the system changes the active VDN for a
call.
The active VDN is the VDN that receives the call and
changes to a routed-to VDN if the VDN routing the call
has the Allow VDN Override field set to y.
This field applies if the following conditions are set on the
Communication Manager license file:
• ASAI Link Core Capabilities on the SystemParameter Customer-Options screen is active for the
system.
• G3 Version on the System-Parameter CustomerOptions screen is set to V10 or later.
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Vector Directory Number screen
Field name
Description
Valid entries are as follows:
• no: The Called Number information sent for the Call
Offered, Alerting, Queued, and Connect ASAI event
notification messages and the adjunct-request
message is always the called VDN extension in the
Called Number Information Element (IE) sent in the
incoming ISDN SETUP message or the called number
of the local call and does not change after routing to the
called VDN and subsequent routed to VDNs.
• ISDN Trunk: When an incoming ISDN trunk call is
routed to the VDN, the Called Number information sent
in the ASAI event and Adjunct Route Request ASAI
messages is the active VDN extension that becomes
associated with the call based on the VDN Override
rules. This option does not apply to local or internal
calls.
• all: Allows VDN Override Rules for the ASAI messages
as above so the active VDN is used for the called
number for all types of calls to the VDN including local
or internal calls and external incoming ISDN trunk
calls.
VDN Timed ACW Interval
Associated field: After Xfer or
Held Call Drops
When a value is entered in the field, an agent in the autoin work mode who receives a call from this VDN is
automatically placed into the ACW mode when the call
drops.
Type the number of seconds that the agent must remain
in ACW after the call. When the administered time
elapses, the agent automatically becomes available.
The field has priority over the Timed ACW Interval field
on the Hunt Group screen.
Note:
The field follows VDN Override Rules.
For incoming ACD or Direct Agent Calling (DAC) calls, an
auto-in agent is placed into Timed After Call Work
(TACW) mode, instead of immediately making the agent
available, if the held caller drops or the agent transfers the
call.
Use the associated field for the agents in a hunt group or
for calls delivered from a VDN when the Timed ACW
Interval field is set to a non zero value.
VDN Time-Zone Offset
Administering Call Center Elite 6.3
Applies to the Communication Manager clock when a
time of day (tod) vector command is executed. The
Communication Manager clock handles the Daylight
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Call Center Elite screen reference
Field name
Description
Saving Time (DST) changes by using the existing
operation.
The syntax is +HH:MM, that is, [+ or -] [0 - 23] : [0 - 59]
Valid entries are as follows:
• + or -: Use the minus (-) sign if the VDN local time is
earlier than the server local time.
Use the plus (+) sign if the VDN local time is later than
the server local time.
• 0 - 23: Time in hours
• 0 - 59: Time in minutes
The default is +00:00. When the default is set, the
Communication Manager time is used without
modification.
Note:
The field follows VDN Override Rules.
VDN variables
Note:
The field follows VDN Override Rules.
Var
Assign up to nine VDN variables from V1 to V9.
Description
Enter up to 15 alphanumeric characters.
Assignment
Enter unvalidated decimal number comprising up to 16
digit to each of the VDN variables, V1 through V9.
If blank, no decimal number is assigned to the VDN
variable.
VDN Override Rules means that the parameters that are associated with each VDN can
change based on the field settings of the next VDN that the call routes to.
Implementation notes for the VDN screen
• You must activate the BCMS feature before you set the Measured field to internal or
both. In addition, you must administer the appropriate CMS release on the FeatureRelated System Parameters screen to change the field to external or both.
• The 1st/2nd/3rd Skill fields are applicable only when you set the EAS field on the SystemParameters Customer-Options screen to y.
• The BCMS Acceptable Service Level (sec) field is applicable only if you set the BCMS
Acceptable Service Level field on the System-Parameters Customer-Options screen to
y and set the Measured field to internal or both.
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Vector Routing Table screen
• The Data for the Orig Annc column is applicable only when you set the VDN of Origin
Announcement field on the System-Parameters Customer-Options screen to y.
• To list all VDNs using the same BSR Application Plan, type list VDN BSR xxx, where
xxx is the number of the BSR Application Plan used by more than one VDN.
• To associate VDNs and vectors for the Attendant Vectoring feature, there is a field on
both the VDN and the Call Vectoring screens to indicate attendant vectoring. When
attendant vectoring is indicated for VDNs and vectors, all call center-associated fields,
such as Skills and BSR, are removed.
Vector Routing Table screen
You can use the Vector Routing Table screen to store ANI or digits that you refer to in goto
vector steps. The screen is available only if you set the Vectoring (G3V4 Enhanced) field on
the System-Parameters Customer-Options screen is set to y.
Vector Routing Table administration commands
Use the following commands to administer Vector Routing Tables (VRT). You can use the
List Usage command to view the vectors and digit fields.
Command
name
Parameter
Qualifier
add
vrt
1–999
next
change
vrt
1– 999
display
vrt
1–999
['schedule']
remove
vrt
1–999
list
vrt
No qualifier since the list command displays all the
Vector Routing Tables
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Call Center Elite screen reference
Vector Routing Table field descriptions
Field name
Description
Name
Enter an alphanumeric table name with 1 to
15 characters. You can leave this field blank.
The default is blank.
Number
The field is a display-only field.
Number (1–32)
Enter a number. The default is blank. You
can enter wildcards such as the plus (+) sign
and the question (?) mark. The plus (+) sign
represents a group of digits. The question (?)
mark represents a single digit. The field is
limited to 16 characters with the following
restrictions:
• Enter only a plus sign (+), question mark
(?), or numbers from 0 to 9. No other
entries are valid.
• Enter one plus sign (+) as either the first or
last character in the number field.
However, you cannot use this character as
the sixteenth character of the number
field.
• Use as many question marks (?) as you
want.
• Do not use blank spaces in the number
field.
• If you leave the field blank, the
communication server stores the entry as
a null value.
Sort
Enter y if you want the digit fields to be
sorted. The default is n. You can choose not
to sort the numbers, leaving the numbers in
the order that you entered them. If you
choose to sort the number fields, the
numbers are sorted as described below.
Remember that leading zeros are significant.
That means that 02 sorts ahead of a 2
followed by a space.
• Plus (+) signs sort first.
• Question (?) marks sort second.
• All numbers from 0 to 9 sort last.
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VuStats Display Format screen
VuStats Display Format screen
Use the VuStats Display Format screen to describe the content and layout of the information
that appears on the phone display when an agent presses vustats. The system has 50 different
display formats. The first display is a predefined example format, which can be changed.
Displays 2 through 50 are blank. Each display format can contain up to 10 data items. However,
the amount of data to be displayed is limited to 40 characters due to the physical limitations
on display phones.
VuStats Display Format administration commands
Use the following administration commands to access the VuStats Display Format screen.
Command name
Parameter
Qualifier
change
vustats-display-format
1-50
display
vustats-display-format
1-50
list
vustats-display-format
1-50 count ##
Specify a number from 1 to 50 to indicate the number of the display format to be to changed
or displayed. Count ## is the number of display formats to list.
VuStats Display Format field descriptions
Field name
Description
Data Field Character
The character used in the Format
Description field to identify the position and
length of each data field. The default is $.
Enter another character if the $ is needed for
fixed text in the Format Description field.
Any character is valid except a space.
Display Interval
The interval, in seconds, for which data is
displayed if no update is entered in the
Update Interval field. Enter one of the
following values:
• 5 - Display clears after 5 seconds
• 10 - Display clears after 10 seconds
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Call Center Elite screen reference
Field name
Description
• 15 - Display clears after 15 seconds
• 30 - Display clears after 30 seconds
• not cleared - The display does not clear
and the data appears until the display is
used for another operation or until you
press the Normal button.
Format Description
94
The definition of the layout for the 40character display. Specify the starting
position and the length of the data items by
entering, for each data field, an optional label
for the field followed by the appropriate
number of data field characters such as $s.
Each $ represents one character in the
display. For example, if the data will be a
maximum of five characters long, enter $$$
$$.
Some data types have preset maximum field
length limits based on the Communication
Manager administration. For example, the
data type acceptable-service-level is taken
from the BCMS Acceptable Service Level
field on the Hunt Group and Vector Directory
Number screens. On the screen, the field
allows a maximum number of four
characters. Therefore, for the acceptableservice-level, do not create a VuStats
Display field that consists of more than four
characters. Other data types have similar
limits.
Field lengths for data items that appear as
time must match the value in the Format
field. Account for possible colons when the
display is in a time format.
Format descriptions can be all text such as a
message of the day or format can be all data
fields, in which case users have to memorize
the labels or use customer-provided overlays
above or below the display.
If the numeric data for a field is too large for
the number of data field characters entered,
the VuStats display shows asterisks instead
of data. If the name database items are too
large for the number of data field characters,
the VuStats display truncates the data to fit
the data field size. The split or skill objective,
as entered on the Hunt Group screen,
Administering Call Center Elite 6.3
May 2013
Comments? infodev@avaya.com
VuStats Display Format screen
Field name
Description
displays as asterisks if the information
exceeds the data field size.
If the data for a field is too large for the
number of data field characters entered,
VuStats displays asterisks. If name database
items are too large for the number of data
field characters, VuStats truncates the data.
VuStats also displays split or skill objective
assigned on the Hunt Group screen as
asterisks if the information exceeds the data
field size.
Format Number
The system generates a format number
automatically when the system creates a
VuStats display. You cannot change this
number. You can create 50 different display
formats. Format Number 1 is a predefined
sample format that you can modify.
Next Format Number
To link this display to another display, enter
the number of the display format, between
1-50, that must appear when a VuStats user
presses the next button, or enter none
(default). In general, you only link displays
with the same object type.
Number of Intervals
Specify the number of BCMS intervals used
to collect data when you have specified
interval as the period for a historical data
type. You can enter a number between 1 and
25, or leave the field blank to apply the
current interval. The default is blank. If you
enter 24, and the BCMS measurement
interval on the Feature-Related System
Parameters screen is set to 1 hour, you can
receive information on the previous 24 hours.
If the BCMS measurement interval is set to
half-hour, you can receive information on the
previous 12 hours. You can also leave this
field blank. If you do, you can receive
information on the current interval.
Object Type
The type of object for which data is displayed.
Enter one of the following values:
• agent: Provides agents with their own
statistics or statistics about the splits or
skills the agent logs in to.
• agent-extension: Provides
supervisors with statistics about agents or
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Call Center Elite screen reference
Field name
Description
the splits or skills the agents log in to.
VuStats can automatically display
statistics for a specific agent if you
administer agent login ID or BCMS/Vustats
login ID. Supervisors can also enter the ID
of an agent.
• split/skill: Displays statistics about
a specific split or skill. You must administer
the split or skill as measured on the Hunt
Group screen.
• trunk-group: Displays statistics about
a specific trunk group. You must administer
the trunk group as measured on the
Trunk Group screen.
• VDN: Displays statistics about a specific
VDN. You must administer the VDN as
measured on the Vector Directory
Number screen.
Update Interval
The interval in seconds between display
updates. Enter one of the following values:
• no-update: The display is not updated
and appears only for the interval specified
in the Display Interval field.
• polled: Updates the display hourly or
half-hourly, based on the value in BCMS
Measurement Interval field on the
Feature-Related System Parameter
screen.
• 10: Updates every 10 seconds.
• 20: Updates every 20 seconds.
• 30: Updates every 30 seconds.
• 60: Updates every 60 seconds.
• 120: Updates every 2 minutes.
List VuStats Display Format screen
A second VuStats Display Format screen is available with the list command. The purpose
of this screen is to present the format of all the VuStats displays or a selected number of
VuStats displays. The List VuStats Display Format screen displays the format number, next
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VuStats Display Format screen
format number, number of intervals, object type, update interval, and format description fields,
and all designated data items, including the data type, format, threshold, and skill reference.
Use this screen to compare the VuStats displays. This list presentation is most helpful when
trying to see how displays are linked to each other. The screen includes the Next field, which
contains the number of the next display, if any, to which a display is linked.
List VuStats Display Format field descriptions
Field name
Description
Format Description
The definition of the layout of the display. The
first line contains the text that precedes the
data on a display plus the length of each data
field indicated by $s. The succeeding lines of
Format Description identify the data items
in the order of appearance. The data items
are the actual measurements and other
information on how your agents, splits or
skills, VDNs, and trunk groups within the call
center are performing. The data items are
followed by the format, which identifies how
the data appears in the display, the period
and threshold, and the split or skill
reference.
Int
The number of measurement intervals.
Next
The number of the next display if the current
display is followed by another display format.
If the current display format is not followed by
another display format, the system does not
display any numbers.
No
The unique identifying number of each
display format.
Object Type
The type of object for which the system
displays data.
Update
The time between display updates.
VuStats fields
Required and allowed fields for agent and agent-extension data types
VuStats data type
acd-calls
Administering Call Center Elite 6.3
Format
–
Period
required
Threshold
allowed
Reference
required
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Call Center Elite screen reference
VuStats data type
Format
Threshold
Reference
agent-extension
–
–
–
–
agent-name
–
–
–
–
agent-state
–
–
–
required
average-acd-call-time
required
required
allowed
–
average-acd-talk-time
required
required
allowed
required
average-extension-time
required
required
allowed
–
call-rate
–
required
allowed
–
current-reason-code
–
–
allowed
–
current-reason-code-name
–
–
allowed
–
elapsed-time-in-state
–
–
–
–
extension-calls
–
required
allowed
–
extension-incoming-calls
–
–
allowed
–
extension-outgoing-calls
–
–
allowed
–
percent-acd-call-time
–
required
allowed
–
shift-acd-calls
–
–
allowed
required
shift-aux-time-1
required
–
allowed
–
shift-aux-time-2
required
–
allowed
–
shift-aux-time-3
required
–
allowed
–
shift-aux-time-4
required
–
allowed
–
shift-aux-time-5
required
–
allowed
–
shift-aux-time-6
required
–
allowed
–
shift-aux-time-7
required
–
allowed
–
shift-aux-time-8
required
–
allowed
–
shift-aux-time-9
required
–
allowed
–
shift-aux-time-all
required
–
allowed
–
shift-aux-time-default
required
–
allowed
–
shift-aux-time-non-default
required
–
allowed
–
shift-aux-time-reason-code
required
–
allowed
–
shift-average-acd-talk-time
required
–
allowed
required
skill-level
–
–
–
required
–
–
required
split-acceptable-service-level required
98
Period
Administering Call Center Elite 6.3
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Comments? infodev@avaya.com
VuStats Display Format screen
VuStats data type
Format
Period
Threshold
Reference
split-acd-calls
–
required
allowed
required
split-after-call-sessions
–
–
allowed
required
split-agents-available
–
–
allowed
required
split-agents-in-after-call
–
–
allowed
required
split-agents-in-aux-1
–
–
allowed
required
split-agents-in-aux-2
–
–
allowed
required
split-agents-in-aux-3
–
–
allowed
required
split-agents-in-aux-4
–
–
allowed
required
split-agents-in-aux-5
–
–
allowed
required
split-agents-in-aux-6
–
–
allowed
required
split-agents-in-aux-7
–
–
allowed
required
split-agents-in-aux-8
–
–
allowed
required
split-agents-in-aux-9
–
–
allowed
required
split-agents-in-aux-all
–
–
allowed
required
split-agents-in-aux-default
–
–
allowed
required
split-agents-in-aux-nondefault
–
–
allowed
required
split-agents-in-other
–
–
allowed
required
split-agents-on-acd-calls
–
–
allowed
required
split-agents-on-extensioncalls
–
–
allowed
required
split-agents-staffed
–
–
allowed
required
split-average-acd-talk-time
required
required
allowed
required
split-average-after-call-time
required
–
allowed
required
split-average-speed-ofanswer
required
required
allowed
required
split-average-time-toabandon
required
required
allowed
required
split-call-rate
–
–
allowed
required
split-calls-abandoned
–
required
allowed
required
split-calls-flowed-in
–
required
allowed
required
split-calls-flowed-out
–
required
allowed
required
split-calls-waiting
–
–
allowed
required
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99
Call Center Elite screen reference
VuStats data type
Format
Period
Threshold
Reference
split-extension
–
–
–
required
split-name
–
–
–
required
split-number
–
–
–
required
split-objective
–
–
–
required
split-oldest-calling-waiting
required
–
allowed
required
split-percent-in-service-level
–
required
allowed
required
split-total-acd-talk-time
required
required
allowed
required
split-total-after-call-time
required
required
allowed
required
split-total-aux-time
required
required
allowed
required
time-agent-entered-state
–
–
–
required
total-acd-call-time
required
required
allowed
–
total-acd-talk-time
required
required
allowed
–
total-after-call-time
required
required
allowed
–
total-aux-time
required
required
allowed
–
total-available-time
required
required
allowed
–
total-hold-time
required
required
allowed
–
total-staffed-time
required
required
allowed
–
Required and allowed fields for split data types
VuStats data type
100
Format
Period
Threshold
acceptable-service-level
required
–
–
acd-calls
–
required
allowed
after-call sessions
–
–
allowed
agents-available
–
–
allowed
agents-in-after-call
–
–
allowed
agents-in-aux-1
–
–
allowed
agents-in-aux-2
–
–
allowed
agents-in-aux-3
–
–
allowed
agents-in-aux-4
–
–
allowed
agents-in-aux-5
–
–
allowed
agents-in-aux-6
–
–
allowed
Administering Call Center Elite 6.3
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Comments? infodev@avaya.com
VuStats Display Format screen
VuStats data type
Format
Period
Threshold
agents-in-aux-7
–
–
allowed
agents-in-aux-8
–
–
allowed
agents-in-aux-9
–
–
allowed
agents-in-aux-all
–
–
allowed
agents-in-aux-default
–
–
allowed
agents-in-aux-non-default
–
–
allowed
agents-in-other
–
–
allowed
agents-on-acd-calls
–
–
allowed
agents-on-extension-calls
–
–
allowed
agents-staffed
–
–
allowed
average-acd-talk-time
required
required
allowed
average-after-call-time
required
–
allowed
average-speed-of-answer
required
required
allowed
average-time-to-abandon
required
required
allowed
call-rate
–
–
allowed
calls-abandoned
–
required
allowed
calls-flowed-in
–
required
allowed
calls-flowed-out
–
required
allowed
calls-waiting
–
–
allowed
oldest-calling-waiting
required
–
allowed
percent-in-service-level
–
required
allowed
split-extension
–
–
–
split-name
–
–
–
split-number
–
–
–
split-objective
–
–
–
total-acd-talk-time
required
required
allowed
total-after-call-time
required
required
allowed
total-aux-time
required
required
allowed
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101
Call Center Elite screen reference
Required and allowed fields for VDN data types
VuStats data type
Format
Period
Threshold
acceptable-service-level
required
–
–
acd-calls
–
required
allowed
average-acd-talk-time
required
required
allowed
average-speed-of-answer
required
required
allowed
average-time-to-abandon
required
required
allowed
calls-abandoned
–
required
allowed
calls-flowed-out
–
required
allowed
calls-forced-busy-or-disc
–
required
allowed
calls-offered
–
required
allowed
calls-waiting
–
–
allowed
non-acd-calls-connected
–
required
allowed
oldest-calling-waiting
required
–
allowed
percent-in-service-level
–
required
allowed
total-acd-talk-time
required
required
allowed
vdn-extension
–
–
–
vdn-name
–
–
–
Required and allowed fields for trunk group data types
VuStats data type
102
Format
Period
Threshold
average-incoming-call-time
required
required
allowed
average-outgoing-call-time
required
required
allowed
incoming-abandoned-calls
–
required
allowed
incoming-calls
–
required
allowed
incoming-usage
required
required
allowed
number-of-trunks
–
–
–
outgoing-calls
–
required
allowed
outgoing-completed-calls
–
required
allowed
outgoing-usage
required
required
allowed
percent-all-trunks-busy
–
required
allowed
percent-trunks-maint-busy
–
required
allowed
Administering Call Center Elite 6.3
May 2013
Comments? infodev@avaya.com
VuStats Display Format screen
VuStats data type
Format
Period
Threshold
trunk-group-name
–
–
–
trunk-group-number
–
–
–
trunks-in-use
–
–
allowed
trunks-maint-busy
–
required
allowed
Description of agent and agent-extension data types
VuStats data type
Description
BCMS report
(Field name/column
heading)
acd-calls
Split or skill calls and direct agent calls
answered by a staffed agent.
agent-extension
The extension for a specific agent. If either Split Status: Login ID or
BCMS/VuStats login IDs or EAS is
EXT
enabled, the data type shows the login ID
or the agent.
agent-name
The administered name for a specific
agent.
Split Status/Agent
Report/Agent Summary
Report: Agent
agent-state
The current work mode of the agent.
Split Status: STATE
average-acd-calltime
The average of hold time plus talk time.
None
average-acd-talktime
The average time a specific agent has
Agent Report/Agent
spent talking on completed ACD calls
Summary Report: AVG
during a specified time period for all
TALK TIME
internally measured splits or skills that the
agent was logged in to. This does not
include the time a call was ringing or was
on hold at an agent terminal.
averageextension- time
The average time an agent spends on
non-ACD calls while logged in to a
minimum of one split or skill during the
reported interval. This average does not
include the time when the agent was
holding the EXTN call.
call-rate
The current rate of ACD calls handled per None
agent per hour for all split or skills.
current-reasoncode
The number of the reason code
associated with the current Aux work
mode or with the agent logout.
Administering Call Center Elite 6.3
Split status/VDN Status/
Agent Report: ACD
CALLS
Agent Report/Agent
Summary Report: AVG
EXTN TIME
None
May 2013
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Call Center Elite screen reference
VuStats data type
104
Description
BCMS report
(Field name/column
heading)
current-reasoncode- name
The name of the reason code associated None
with the current Aux work mode or with the
agent logout.
elapsed-time-instate
The length of time a staffed agent has
been in the current state.
None
extension-calls
The number of incoming and outgoing
non-ACD calls that an agent completed
while logged in to a minimum of one split
or skill.
Agent Report: EXTN
CALLS
extensionincoming- calls
The number of non-ACD calls that an
agent receives while logged in to a
minimum of one split or skill.
Split Report: EXT IN
CALLS
extensionoutgoing-calls
The number of non-ACD calls that an
Split Report: EXT OUT
agent places while logged in to a minimum CALLS
of one split or skill.
percent-acd-calltime
The current calculated occupancy for the None
staffed agent. This data type indicates the
percentage of time the agent talks and
holds ACD calls and is calculated as:
ACDtime + hold time (ACD calls only) /
(staffed time in interval + 100)
The calculation is listed in the occupancy
field of the Station Status screen.
shift-acd-calls
The number of ACD calls answered by an None
agent during the administered period.
shift-aux-time-1
The time an agent has spent in the Aux
work mode for reason code 1 during the
administered period.
None
shift-aux-time-2
The time an agent has spent in the Aux
work mode for reason code 2 during the
administered period.
None
shift-aux-time-3
The time an agent has spent in the Aux
work mode for reason code 3 during the
administered period.
None
shift-aux-time-4
The time an agent has spent in the Aux
work mode for reason code 4 during the
administered period.
None
shift-aux-time-5
The time an agent has spent in the Aux
work mode for reason code 5 during the
administered period.
None
Administering Call Center Elite 6.3
May 2013
Comments? infodev@avaya.com
VuStats Display Format screen
VuStats data type
Description
BCMS report
(Field name/column
heading)
shift-aux-time-6
The time an agent has spent in the Aux
work mode for reason code 6 during the
administered period.
None
shift-aux-time-7
The time an agent has spent in the Aux
work mode for reason code 7 during the
administered period.
None
shift-aux-time-8
The time an agent has spent in the Aux
work mode for reason code 8 during the
administered period.
None
shift-aux-time-9
The time an agent has spent in the Aux
work mode for reason code 9 during the
administered period.
None
shift-aux-time-all
The time an agent has spent in the Aux
None
work mode for all reason codes during the
administered period.
shift-aux-timedefault
The time an agent has spent in the Aux
work mode for the default reason code 0
during the administered period.
shift-aux-timenon- default
The time an agent has spent in the Aux
None
work mode for reason codes 1 through 99
during the administered period.
shift-aux-timereason-code
The time an agent has spent in the Aux
work mode for the current reason code
during the administered period.
None
shift-average-acdtalk-time
The average talk time for ACD calls for a
specific agent during the administered
period.
None
skill-level
The skill level at which the skill was
assigned to the agent.
None
split-acceptableservice-level
The number of seconds within which calls Split Status: Acceptable
must be answered to be treated as
Service Level
accepted, as identified on a per-hunt
group basis with timing beginning when
the ACD call enters the hunt group
queue.
split-acd-calls
Split or skill calls and direct agent calls
answered by an agent.
System Status/Split
Report/Split Summary
Report: ACD CALLS
split-after-callsessions
The number of times all agents have
entered ACW for a specific split or skill.
None
Administering Call Center Elite 6.3
None
May 2013
105
Call Center Elite screen reference
VuStats data type
106
Description
BCMS report
(Field name/column
heading)
split-agentsavailable
The number of staffed agents currently
Split Status: Avail
available to receive ACD calls for a
specific split. This includes agents in autoin or manual-in work mode.
split-agents-inafter- call
For a specific split, the number of agents
currently in ACW.
Split Status: ACW
split-agents-inaux-1
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 1.
None
split-agents-inaux-2
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 2.
None
split-agents-inaux-3
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 3.
None
split-agents-inaux-4
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 4.
None
split-agents-inaux-5
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 5.
None
split-agents-inaux-6
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 6.
None
split-agents-inaux-7
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 7.
None
split-agents-inaux-8
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 8.
None
split-agents-inaux-9
For a specific skill, the number of agents
currently in the Aux work mode with
reason code 9.
None
split-agents-inaux-all
For a specific split or skill, the total number Split Status: AUX
of agents currently in the Aux work mode
for all reason codes.
split-agents-inaux- default
For a specific split or skill, the number of
agents currently in the Aux work mode
with the default reason code 0.
Administering Call Center Elite 6.3
None
May 2013
Comments? infodev@avaya.com
VuStats Display Format screen
VuStats data type
Description
BCMS report
(Field name/column
heading)
split-agents-inaux- non-default
For a specific skill, the number of agents
currently in the Aux work mode with
reason codes 1 through 99.
split-agents-inother
The number of agents currently who: are Split Status: Other
on a call for another split, are in the ACW
work mode for another split, have a call on
hold but are not in another state, or have
a call ringing at their terminals, or are
dialing a number while in AI/MI.
split-agents-onacd-calls
The number of agents currently on split or Split Status: ACD
skill or direct agent ACD calls for a specific
split.
split-agents-onextension-calls
The number of agents in a specific split
who are currently on non-ACD calls.
Split Status: Extn
split-agentsstaffed
The number of agents currently logged
into a split.
Split Status: Staffed
split-average-acdtalk-time
The average talk time for ACD calls during System Status/Split
a specific period or day for a specified
Report/Split Summary
split.
Report: AVG TALK TIME
split-averageafter- call-time
The average time for call-related ACW
System Status: AVG
completed by agents for this split (the
AFTER CALL
same as average-after-call-time, but only
available for agent and agent-extension
object types). Call-related ACW time is
recorded when an agent leaves the ACW
state. If an agent is in call-related ACW
when an interval completes, all the ACW
time will be recorded for the interval in
which the agent leaves ACW.
split-averagespeed- of-answer
The average speed for answering
System Status/Split
completed split and direct agent ACD calls Report/Split Summary
for a specified split or skill.
Report: AVG SPEED
ANS
split-averagetime-to- abandon
The average time calls waited in queue
and were ringing before the call was
abandoned.
split-call-rate
The current rate of ACD calls handled per None
agent per hour for a specific split or skill.
Administering Call Center Elite 6.3
None
System Status/Split
Report/Split Summary
Report: AVG ABAND
TIME
May 2013
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Call Center Elite screen reference
VuStats data type
Description
split-callsabandoned
The number of calls that left the queue,
System Status/Split
provided the queue is the first split or skill Report/Split Summary
that the call queued up to, or abandoned Report: ABAND CALLS
ringing.
split-calls-flowedin
The total number of calls for a specific split Split Report/Split
or skill that were received as a coverage Summary Report: FLOW
point (intraflowed) from another internally IN
measured split or skill, or were callforwarded (interflowed) to the split or
skill.
split-calls-flowedout
The total number of calls for a specific split Split Report/Split
or skill that successfully extended to the
Summary Report: FLOW
split or skill coverage point, callOUT
forwarded, or answered using call pickup.
split-calls-waiting
The number of calls that encountered a
split but were not answered, abandoned,
or outflowed.
System Status: CALLS
WAIT
split-extension
The administered extension for a split.
None
split-name
The administered name for a split or skill. Split Report/Split
Status: Split Name
System Status: SPLIT
split-number
The administered number for a split or
skill.
Split Report/Split
Status: Split Name
System Status: SPLIT
split-objective
The administered objective for a split or
skill.
None
split-oldest-callwaiting
The time the oldest call has been waiting
for a specific split or skill.
System Status: OLDEST
CALL
split-percent-inservice-level
For a specific split or skill, the percentage System Status/Split
of calls answered within the administered Report/Split Summary
service level on the Hunt Group screen.
Report: % WITHIN
SERVICE LEVEL
split-total-acd-talk- For a specified split or skill, the total time
time
agents spent talking on split or skill calls
and direct agent calls for this split.
split-total-aftercall-time
108
BCMS report
(Field name/column
heading)
None
The total time an agent spent in callSplit Report/Split
related ACW for this split or skill and non- Summary Report:
call-related ACW for any split or skill
TOTAL AFTER CALL
during a specific time period, excluding
Administering Call Center Elite 6.3
May 2013
Comments? infodev@avaya.com
VuStats Display Format screen
VuStats data type
Description
BCMS report
(Field name/column
heading)
time spent on incoming or outgoing
extension calls while in ACW.
split-total-aux-time The total time an agent spent in the Aux
mode for this split or skill.
Split Report/Split
Summary Report:
TOTAL AUX/OTHER
total-acd-call-time
The total talk time plus the total hold time None
for split or skill and Direct Agent ACD
calls.
total-acd-talk-time
The total time agents spent talking on split None
or skill calls and direct agent calls.
total-after-calltime
The total time an agent spent in callAgent Report/Agent
related or noncall-related ACW for any
Summary Report:
split during a specific time period,
TOTAL AFTER CALL
excluding time spent on incoming or
outgoing extension calls while in ACW.
With EAS, all noncall-related ACW time is
associated with the first skill logged in to.
total-aux-time
The total time an agent spent in the Aux Agent Report/Agent
work for all splits or skills (simultaneously) Summary Report:
that the agent was logged in to. If an agent TOTAL AUX/OTHER
entered Aux in one interval, but ended Aux
in another, each of the intervals will reflect
the appropriate amount of time spent in
the interval (agent reports also include
OTHER time).
total-availabletime
The time an agent is available in one split Agent Report: TOTAL
or skill.
AVAIL TIME
total-hold-time
The total time ACD calls are on hold at a Agent Report: TOTAL
specific agent telephone. This time is the HOLD TIME
caller hold time and is independent of the
agent state. This time does not include
hold time for non-ACD calls on hold.
total-staffed-time
The total time an agent is logged in to
Agent Report: TOTAL
more than one split or skill during a specific TIME STAFFED
period or day. An agent is clocked for staff
time as long as the agent is logged in to
any split.
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May 2013
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Call Center Elite screen reference
Description of split data types
VuStats data type
110
Description
BCMS Report
Field Name/Column
Heading
acceptable-servicelevel
The number of seconds within which
Split Status/Split
calls must be answered. Identified on a Report: Acceptable
per-hunt group basis. Timing begins
Service Level
when the call enters the hunt group
queue.
acd-calls
Split or skill calls and direct agent calls Split status/VDN
answered by an agent.
Status/Agent Report:
ACD CALLS
after-call sessions
The number of times all agents have
entered ACW.
agents-available
The number of agents who are
Split Status: Avail
currently available to receive ACD
calls. This includes agents in the autoin or manual-in work mode.
agents-in-after-call
The number of agents who are
currently in ACW mode.
agents-in-aux-1
The number of agents currently in Aux None
work mode for reason code 1 for the
referenced skill.
agents-in-aux-2
The number of agents currently in Aux None
work mode for reason code 2 for the
referenced skill.
agents-in-aux-3
The number of agents currently in Aux None
work mode for reason code 3 for the
referenced skill.
agents-in-aux-4
The number of agents currently in Aux None
work mode for reason code 4 for the
referenced skill.
agents-in-aux-5
The number of agents currently in Aux None
work mode for reason code 5 for the
referenced skill.
agents-in-aux-6
The number of agents currently in Aux None
work mode for reason code 6 for the
referenced skill.
agents-in-aux-7
The number of agents currently in Aux None
work mode for reason code 7 for the
referenced skill.
Administering Call Center Elite 6.3
None
Split Status: ACW
May 2013
Comments? infodev@avaya.com
VuStats Display Format screen
VuStats data type
Description
BCMS Report
Field Name/Column
Heading
agents-in-aux-8
The number of agents currently in Aux None
work mode for reason code 8 for the
referenced skill.
agents-in-aux-9
The number of agents currently in Aux None
work mode for reason code 9 for the
referenced skill.
agents-in-aux-all
The number of agents currently in Aux Split Status: AUX
work mode for all reason codes for the
referenced split/skill.
agents-in-aux-default
The number of agents currently in Aux None
work mode for the default reason code
0 for the referenced split/skill.
agents-in-aux-nondefault
The number of agents currently in Aux None
work mode for reason codes 1 through
99 for the referenced skill.
agents-in-other
The number of agents who are
currently on a call for another split, in
the ACW work mode for another split,
have a call on hold but are not in
another state, or have a call ringing at
their terminal, or are dialing a number
from AI/MI mode.
agents-on-acd-calls
The number of agents who are
Split Status: ACD
currently on split or skill or direct agent
ACD calls for a specific split.
agents-on-extensioncalls
The number of agents in a specific split Split Status: Extn
who are currently on non-ACD calls.
agents-staffed
The number of agents who are
currently logged into the specified
split.
Split Status: Staffed
average-acd-talk-time
The average talk time for ACD calls
during a specific period or day for a
specified split.
System Status/Split
Report: AVG TALK
TIME
average-after-call-time
The average time for call-related After System Status: AVG
Call Work (ACW) completed by agents AFTER CALL
in this split. Call-related ACW time is
recorded when an agent leaves the
ACW state. If an agent is in call-related
ACW when an interval completes, all
the ACW time will be recorded for the
Administering Call Center Elite 6.3
Split Status: Other
May 2013
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Call Center Elite screen reference
VuStats data type
Description
BCMS Report
Field Name/Column
Heading
interval in which the agent leaves
ACW.
average-speed-ofanswer
The average speed for answering for
split/skill and direct agent ACD calls
that have completed for a specified
split/skill during a specified time. This
includes queue time and ringing time
for this split.
System Status/Split
Report: AVG SPEED
ANS
average-time-toabandon
The average time calls waited before
being abandoning.
System Status/Split
Report: AVG ABAND
TIME
call-rate
The current rate of ACD calls handled
per agent per hour for all split/skills.
none
calls-abandoned
The number of calls that abandoned.
System Status/Split
Report: ABAND
CALLS
calls-flowed-in
The total number of calls for a specific Split Report/Split
split that were received as a coverage Summary Report:
point (intraflowed) from another
FLOW IN
internally-measured split, or were callforwarded (interflowed) to the split.
This does not include calls that were
interflowed from a remote
communication server by the Look
Ahead Interflow feature.
calls-flowed-out
The number of calls the split extended Split Report/Split
to its coverage point, calls that callSummary Report:
forward out or are answered by call
FLOW OUT
pickup, calls that queued to this split as
a primary split and were answered or
abandoned from ringing in another
split.
calls-waiting
The number of calls that have
encountered a split/skill but have not
been answered, abandoned, or
outflowed.
System Status:
CALLS WAIT
oldest-call-waiting
The time the oldest call has been
waiting in the split/skill. Timing begins
when the call enters the split/skill.
System Status:
OLDEST CALL
percent-in-service-level The percentage of calls offered to the
split that were answered within the
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Administering Call Center Elite 6.3
System Status/Split
Report/Split Summary
May 2013
Comments? infodev@avaya.com
VuStats Display Format screen
VuStats data type
Description
service level administered on the hunt
group screen.
BCMS Report
Field Name/Column
Heading
Report: % IN SERV
LEVL
split-extension
The administered extension for a split. None
split-name
The administered name for a split.
Split Report/Split
Status: Split Name
System Status: SPLIT
split-number
The administered number for a split.
Split Report/Split
Status: Split Name
System Status: SPLIT
split-objective
The administered objective for a split.
None
total-acd-talk-time
The total time agents spent talking on None
split/skill calls and direct agent calls for
this split.
total-after-call-time
The total time agents spent in callSplit Report/Split
related or non-call-related ACW for any Summary Report:
split during a specific time period.
TOTAL AFTER CALL
total-aux-time
The total time agents spent in Aux work Split Report/Split
mode for all reason codes for the
Summary Report:
referenced split/skill during the
TOTAL AUX/OTHER
administered period.
Description of VDN data types
VuStats data type
Description
BCMS Report
(Field Name/Column
Heading)
acceptable-servicelevel
The number of seconds within which calls VDN Status/VDN
must be answered. Identified on a perReport: Acceptable
VDN basis. Timing begins when the call Service Level
enters the vector.
acd-calls
Split or skill calls and direct agent calls
answered by an agent
VDN Status: ACD
CALLS
average-acd-talktime
The average talk time for ACD calls
during a specific period/day for a
specified VDN.
VDN Status/Split
Report: AVG TALK
HOLD
average-speed-ofanswer
The average speed for answering ACD
and CONNect calls that are complete for
a specified VDN during a specified time.
This includes time in vector processing.
VDN Status/VDN
Report/VDN Summary
Report: AVG SPEED
ANS
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May 2013
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Call Center Elite screen reference
VuStats data type
Description
BCMS Report
(Field Name/Column
Heading)
average-time-toabandon
The average time calls waited before
abandoning.
VDN Status/VDN
Report: AVG ABAND
TIME
calls-abandoned
The number of calls that abandoned.
VDN Status/VDN
Report/VDN Summary
Report: ABAND
CALLS
calls-flowed-out
The total number of calls for a specific
VDN that successfully routed to another
VDN or off the communication server.
VDN Status/VDN
Report/VDN Summary
Report: FLOW OUT
calls-forced-busy-ordisc
The number of calls given forced busy or VDN Status/VDN
forced disconnect.
Report/VDN Summary
Report: CALLS BUSY/
DISC
calls-offered
All calls offered to a VDN, including ACD
calls, connected calls, abandoned calls,
busy calls, disconnected calls, and
outflow calls.
VDN Status/VDN
Report/VDN Summary
Report: CALLS
OFFERED
calls-waiting
The number of calls that have
encountered a VDN, but have not been
answered, abandoned, or outflowed.
VDN Status: CALLS
WAIT
non-acd-callsconnected
The number of non-ACD calls routed from VDN Status/VDN
a specific VDN that were connected to an Report/VDN Summary
extension.
Report: CONN CALLS
oldest-calling-waiting The time the oldest call has been waiting VDN Status: OLDEST
in the VDN. Timing begins when the call CALL
enters the vector.
114
percent-in-servicelevel
The percentage of calls offered to the
VDN that were answered within the
service level administered for the VDN.
total-acd-talk-time
The total time agents spent talking on split None
or skill calls and direct agent calls.
vdn-extension
The extension of a VDN.
VDN Status/VDN
Report: VDN EXT
vdn-name
The name of a VDN.
VDN Status/VDN
Summary Report: VDN
NAME
Administering Call Center Elite 6.3
VDN Status/VDN
Report/VDN Summary
Report: % IN SERV
LEVL
May 2013
Comments? infodev@avaya.com
VuStats Display Format screen
Description of trunk group data types
VuStats data type
Description
BCMS report
(field name/column
heading)
average-incoming- calltime
Average holding time for incoming trunk Trunk Group:
calls.
INCOMING TIME
average-outgoing-calltime
Average holding time for outgoing trunk Trunk Group:
calls.
OUTGOING TIME
incoming-abandonedcalls
Incoming calls abandoned during a
specified time period for a specified
trunk group.
Trunk Group:
INCOMING ABAND
incoming-calls
Incoming calls carried by a specified
trunk group.
Trunk Group:
INCOMING CALLS
incoming-usage
The total trunk holding time for incoming Trunk Group:
calls in hundred call seconds.
INCOMING CCS
number-of-trunks
The number of trunks in a specified
trunk group.
outgoing-calls
The number of outgoing calls carried by Trunk Group:
a specified trunk group.
OUTGOING CALLS
outgoing-completedcalls
The number of outgoing calls that
Trunk Group:
received answer supervision or answer OUTGOING COMP
timeout.
outgoing-usage
The total trunk holding time for outgoing Trunk Group:
calls in hundred call seconds.
OUTGOING CCS
percent-all-trunks-busy
The percent of time all the trunks in a
Trunk Group: % ALL
specified trunk group were busy during BUSY
a specified period/day. Timing for a call
begins when the last trunk is seized.
percent-trunks-maintbusy
The percent of time trunks were busied Trunk Group: %
out for maintenance during a specified TIME MAINT
period/day.
trunk-group-name
The name administered for a specific
trunk group.
trunk-group-number
The number administered for a specific Trunk Group: Trunk
trunk group.
Group Number
trunks-in-use
The number of trunks currently in use
(not idle).
None
trunks-maint-busy
The number of trunks currently busied
out for maintenance.
None
Administering Call Center Elite 6.3
Trunk Group:
Number of Trunks
Trunk Group: Trunk
Group Name
May 2013
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Call Center Elite screen reference
116
Administering Call Center Elite 6.3
May 2013
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Chapter 3: Administering Call Center Elite
features
Abandoned Call Search
Administer Abandoned Call Search on the following screen.
Screen name
Trunk Group
Field name
Abandoned Call Search
• CO
• FX
• WATS
You can administer abandoned call search on a per-trunk-group basis. On page 3 of the Trunk
Group screen, set the Abandoned Call Search field to y for each Central Office (CO), Foreign
eXchange (FX), and Wide Area Telecommunications Service (WATS) trunk group.
Note:
Abandoned Call Search is supported only for CO, FX and WATS.
Add/Remove Skills
Administer Add/Remove Skills on the following screens.
Screen name
Field name
Class of Restriction (COR)
Add/Remove Agent Skills on page 1 of the screen.
Feature Access Code (FAC)
Add Agent Skill Access Code and Remove Agent
Skill Access Code on page 5 of the screen under the
Miscellaneous header.
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May 2013
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Administering Call Center Elite features
Screen name
Language Translations
Field name
42–43 on page 5 of the screen under Miscellaneous
features. Provide translations for the following:
• Add Skill: Enter number, then the pound (#) sign
• Remove Skill: Enter number, then the pound (#) sign
• Enter skill level, then the pound (#) sign
• Enter Agent LoginID
Hunt Group
Skill on page 2 of the screen.
Class of Service
Page 1 of the screen.
Adding skills
Procedure
1. Go off-hook on an idle appearance. You will hear a dial tone.
2. Dial the Add Skill Feature Access Code (FAC). You can administer the FAC on the
Abbreviated Dial (AD) button.
3. You will hear a second dial tone indicating that the system is ready for you to enter
the skill number. You will see Add Skill: Enter number, then the pound
(#) sign.
4. Dial the Skill number with or without the leading zeros to add followed by the pound
(#) sign.
5. Dial the skill level between 1 and 16 and press the pound (#) sign.
6. If the new assignment is valid, you will hear a confirmation tone and will see the
new skill assignments for five seconds.
Warning:
• If you are not logged in, you will hear an intercept tone.
• If you do not have the proper Class of Restriction (COR), you will hear an
intercept tone.
• If you already have the maximum number of skills and try to add another
skill, you will hear an intercept tone.
• If the skill that you enter is not a valid skill hunt group, you will hear an
intercept tone.
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Add/Remove Skills
• If a move is pending from CMS or from the Communication Manager
administration, you will hear a reorder tone.
Removing skills
Procedure
1. Go off-hook on an idle appearance. You will hear the dial tone.
2. Dial the Remove Skill Feature Access Code (FAC). You can administer the FAC on
an Abbreviated Dial (AD) button.
3. You will hear a second dial tone. If you have a display phone, you will see Remove
Skill: Enter skill, then # sign on the display.
4. Dial the skill number with or without the leading zeros to be removed and press the
pound (#) sign.
5. If the skill was removed, you will hear a confirmation tone and will see your skill
assignments, excluding the skill that you removed, for five seconds.
Warning:
• If you are not logged in, you will hear an intercept tone.
• If you do not have the correct COR, you will hear an intercept tone.
• If you are not currently assigned to the skill being removed, you will hear an
intercept tone.
• If the skill being removed is your only skill, you will hear an intercept tone.
• If you are active on a call or in ACW for the skill being removed, you will hear
a reorder tone.
• If you have direct agent calls waiting in the skill queue that is being removed,
you will hear a reorder tone.
• If a move is pending from CMS or the Communication Manager
administration, you will hear a reorder tone.
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Agent/Caller Disconnect Tones
Note:
This feature requires Call Center Release 6.0 or later.
Administer Agent/Caller Disconnect Tones on the following screen.
Screen name
Field name
Feature-Related System Parameters
Agent/Caller Disconnect Tones
On page 13 of the Feature-Related System Parameters screen, set the Agent/Caller
Disconnect Tones field to y.
Agent Call Handling
Administer Agent Call Handling on the following screens.
Screen name
Field name
Feature Access Code (FAC)
Administer the agent capabilities on the screen.
Hunt Group
Forced Entry of Stroke Counts or Call Work Codes on
page 3 of the screen.
Timed ACW Interval (sec) and on page 2 of the screen.
Associated field: After Xfer or Held Call Drops on page 2
of the screen.
Vector Directory Number
VDN Timed ACW Interval on page 2 of the screen.
Associated field: After Xfer or Held Call Drops on page 2
of the screen.
Station (multi-appearance)
Button Assignments
• manual-in
• auto-in
• aux-work
• after-call
• assist
• release
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Agent Call Handling
Screen name
Field name
• work-code
• stroke-cnt
Active Station Ringing (DCP, Hybrid)
Idle/Active Ringing (Callmaster)
VuStats
Stations (all)
Auto Answer
Attendant Console
Button Assignments
• after-call
• assist
• auto-in
• aux-work
• manual-in
• release
• work-code
• stroke-cnt
Auto Answer
Agent LoginID (EAS only)
All fields.
Administering Callr-info
Procedure
1. Administer callr-info on the Station screen as a feature button.
2. For one-line display phones, enter y in the Enhanced Callr-Info display for 1-line
phones field on the Station screen.
Administer Enhanced Callr-Info display for 1-line phones to control when
Communication Manager clears the caller information (callr-info).
Note:
The Clear callr-info field applies for one-line display phones if you:
• Select a one-line phone type in the Type field on the Station screen.
• Enter y in the Enhanced Callr-Info display for 1-line display phones field
on the Station screen.
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3. On page 13 of the Feature-Related System Parameters screen, select one of the
following options in the Clear Callr-info field:
• leave-ACW
• next-call: This field option is the default.
• on-call-release
4. Administer Callr-info Display Timer (sec) on the Feature-Related System
Parameters screen for softphones, H.323 phones, and one-line display phones that
have Enhanced Callr-Info display for 1-line phones set to n.
Note:
The Enhanced Callr-Info display for 1-line phones field does not apply to twoline display phones, 96X1 SIP phones, 96X1 H.323 phones, and softphones.
Auto-Available Skills
Administer Auto-Available Skills on the following screens.
Screen name
Field name
Hunt Group
Agent LoginID (EAS only)
AAS
1. On page 6 of the System-Parameters Customer-Options screen, verify that the ACD
field is set to y. If the field is not set to y, contact your Avaya Services
representative.
2. On page 1 of the Hunt Group screen, verify that the ACD field is set to y.
Automatic Call Distribution
Administer Automatic Call Distribution on the following screens.
Screen name
Field name
System-Parameters CustomerOptions
122
Enter display system-parameters
customer-options to verify if the features
required for ACD are set to y.
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Automatic Call Distribution
Screen name
Field name
Note:
The Call Center Optional Features are on pages 6
and 7 of the System-Parameters CustomerOptions screen.
Date and Time
Use the set time command to apply daylight
savings and daylight savings rule number. To
configure the rules, enter change daylightsavings-rule.
For Linux systems, use the Integrated Management
Maintenance Web Interface to configure time.
Dial Plan Parameters
Dial Plan Analysis Table
Use the Dial Plan Parameters screen to set the
system-wide parameters for the dial plan or to define
the per-location Dial Plan Parameters Table.
The Dial Plan Analysis Table screen defines the dialing
plan for your system. The Call Type column in the Dial
Plan Analysis Table indicates what the system does
when an agent dials the digit. The Total Length
column indicates the length of the dialed string for each
type of call.
With Feature Access Codes (FAC), agents can
activate and deactivate features from their phones.
FACs must conform to your dial plan and must be
unique. You can add new FAC ranges to the dial plan
by using the change dialplan analysis
command. You can then change the FACs on the
Feature Access Code screen.
Feature-Related SystemParameters
You can administer the following on the screen:
• System options for general PBX features
• Uniform Call Identification (UCID )
• ISDN and SIP system options for trunks
• Path replace while in queue or vectoring
• CPN/ANI/ICLID
• Vector Disconnect Timer
• Zip Tone
• Station display
• Expert Agent Selection
• Vectoring
• Call Prompting
• Best Service Routing
• Outbound Call Management (OCM)
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Screen name
Field name
• Agent and Call Selection
• Call Management System (CMS) Reporting Adjunct
Release
• BCMS
• ASAI
• Reason Codes
• Redirection on RONA/ROIF/ROOF
Feature Access Code (FAC)
You can change the following FACs on the screen:
• Announcement
• Login
• Logout
• After Call Work and other work mode
• Service Observing
• Add/remove agent skill
• Remote logout of agent
• Call Vectoring or Call Prompting
Abbreviated Dialing
For login and logout buttons and other agent-related
buttons only defined using Facility Access Codes.
Class of Service
Feature access capabilities for agent and supervisor
stations (recording announcement using phone
required console permissions)
Trunk Group
All fields
In the Group Number field, assign consecutive group
numbers to trunk groups when you are using more
than two trunk groups to support the ACD
applications.
Station
You can set the following on the Station screen:
• Feature button assignment
• Agent answering options
• Station and Feature
• Call Forwarding
124
Hunt Group
All fields.
When the ACD field is set to y, complete the fields that
apply. In the AAS field, enter y to activate AutoAvailable Skill (AAS).
Agent Login ID (EAS only)
All fields.
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Business Advocate
Screen name
Field name
Media Gateway
Administer the gateway-announcement board.
Enable announcement-board
Set the fields you intend to use to y.
Announcement/Audio Sources
All fields.
Vector Directory Number (VDN)
• Vector numbers.
• VDN-related parameters.
Call Vectors
Programming for call handling.
Business Advocate
Based on the needs and challenges of your call center, determine which combination of call
and agent selection offers the best results, and administer the selection on Communication
Manager.
The following table lists the features of Business Advocate and Dynamic Advocate, the impact
of implementing the features, and the related screens for administering the feature
components.
Feature name
Decision level
Screen name
Least Occupied Agent (LOA)
• LOA (Group Type)
• ACW Considered Idle
Skill
System
Hunt Group
Feature-Related System
Parameters
Percent Allocation
Percent Allocation (Call Handling
Preference)
Agent
Agent LoginID
Percent Allocation Disribution (PAD)
group type
Skill
Hunt Group
• Expected Call Handling Time
Skill
Hunt Group
• Dynamic Percentage Adjustment
Skill
Hunt Group
Service Level Target
Skill
Hunt Group
ACW Considered Idle
System
Feature-Related System
Parameters
Auto Reserve Agents
System
Feature-Related System
Parameters
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Feature name
Decision level
Screen name
Dynamic Queue Position
Dynamic Queue Position
Skill
Hunt Group
Service Objective
VDN
Vector Directory Number
Agent
Agent LoginID
Service Objective
Service Objective (activate for agent)
Service Objective (set target
objective)
Skill
Call Selection Measurement (CWT or
PWT)
System
Hunt Group
Feature-Related System
Parameters
Service Level Supervisor
Service Level Supervisor (administer
for skill)
Skill
Hunt Group
Activate on Oldest Call Waiting
Skill
Hunt Group
Call Selection Override
System
Feature-Related System
Parameters
Skill
Hunt Group
Overload Thresholds
Skill
Hunt Group
Dynamic Threshold Adjustment
Skill
Hunt Group
Service Level Target
Skill
Hunt Group
Other
Reserve Agents
Agent
Predicted Wait Time (PWT)
System
Call Handling Preference (call
selection method)
Agent
Agent LoginID
Feature-Related System
Parameters
Agent LoginID
• Greatest Need
• Skill Level
• Percent Allocation
Group Type (agent selection method)
Skill
Hunt Group
• UCD — MIA
• EAD — MIA
• UCD — LOA
• EAD — LOA
• Percent Allocation Distribution
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Avaya IQ Measurements
Avaya IQ Measurements
Note:
Expert Agent Selection (EAS) and Universal Call ID (UCID) must be active for Avaya IQ
measurements. Add a row to the IQ and the CMS table for administration of the FeatureRelated System Parameters screen, Reporting Adjunct Release field, and the Processor
Channel Assignment screen.
Administer Avaya IQ measurements on the following screens.
Screen name
Field name
Hunt Group
Measured
Trunk Group (All)
Measured
Vector Directory Number (VDN)
Measured
Basic Call Management System
Administer Basic Call Management System on the following screens.
Note:
Ensure that all agents have logged out of the system before changing any field values on
the BCMS/VuStats Login ID screen. You can turn off the measurements for a skill while the
agents are logged in, but agents must log off to start measurements for the skill.
Screen name
System-Parameters CustomerOptions
Field name
Set the following fields to y:
• ACD
• BCMS (Basic)
• BCMS/VuStats Service Level
• VuStats
Agent LoginID
When you use BCMS with EAS, complete all fields for
each agent.
BCMS/VuStats Login ID
When you use BCMS without EAS, enter a login ID and
name for each agent.
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Screen name
Field name
Feature-Related System
Parameters
Administer the following fields:
• Minimum Agent-Login Password Length
• BCMS/VuStats Measurement Interval
• BCMS/VuStats Abandon Call Timer
• Validate BCMS/VuStats Login IDs
• Remove Inactive BCMS/VuStats
• System Printer Endpoint
• Lines per Page
• EIA Device Bit Rate
Hunt Group
Measured
Service Level Target
Trunk Group
Measured
Vector Directory Number (VDN)
Measured
Acceptable Service Level
Best Service Routing
Singlesite BSR
Before you begin
Ensure that the following fields are administered for the system:
• Adjunct CMS Release on the Feature-Related System Parameters screen.
• G3 Version, Vectoring (G3V4 Advanced Vector Routing), and Vectoring (Best
Service Routing) on the System-Parameters Customer-Options screen.
• CPN Prefix, Ext Len, and Ext Code on the ISDN Numbering - Public/Unknown screen.
Ensure that the Call Vector screen is administered for each vector that uses Best Service
Routing (BSR).
Procedure
1. At the command prompt, type add vdn xxx or change vdn xxx, where xxx is
a valid Vector Directory Number (VDN) extension as defined in the system dial plan.
Press Enter.
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Best Service Routing
2. In the Allow VDN Override field, select y to allow the settings of the subsequent
VDN to replace the settings of the current VDN.
3. In the BSR Available Agent Strategy field, select one of the following field options:
• 1st-found
• ead-loa
• ead-mia
• ucd-loa
• ucd-mia
When this VDN is the active VDN for a vector that uses BSR, Available Agent
Strategy determines how calls are directed when more than one of the specified
resources have available, that is, idle agents. If there is only one split or skill with
available agents, Communication Manager delivers calls to that resource.
4. Press Enter to save your changes.
Multisite BSR
Administer multisite BSR on the following screens.
Screen name
Optional Features
Field name
• G3 Version
• Vectoring (Best Service Routing)
• Vectoring (G3V4 Advanced Routing)
• Look-Ahead Interflow (LAI)
Feature-Related System Parameters
Adjunct CMS Release
Trunk Group (ISDN-BRI)
Settings in the fields Codeset to Send
TCM, Lookahead and Send Codeset 6/7
LAI IE on the ISDN trunk forms do not
affect BSR.
• Outgoing Display
Trunk Group (ISDN-PRI)
• Outgoing Display
• Supplementary Service Protocol
• UUI Treatment
• Supplementary Service Protocol
• UUI Treatment
Trunk Group (SIP)
UUI Treatment
Best Service Routing Application Plan
Complete one screen for each BSR application
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Screen name
Field name
Vector Directory Number (VDN)
• BSR Application
• BSR Available Agent Strategy
Call Vector
Complete a screen for each vector (primary,
status poll and interflow vectors) in a BSR
application
You must set LAI to y to use Multisite BSR. For a list of required screens and fields, see LookAhead Interflow (LAI). Since BSR can forward information such as VDN name, In-VDN time,
and collected digits with interflowed calls, also see User-to-User Information transport for ISDN
trunks and SIP trunks.
Related topics:
Look-Ahead Interflow on page 158
User-to-User Information transport for ISDN trunks on page 185
Administering UUI transport for SIP trunks on page 187
BSR Local Treatment
Before you begin
Ensure that the following fields on the System-Parameters Customer-Options screen are
administered as y:
• Look-Ahead Interflow (LAI)
• BSR Local Treatment for IP & ISDN
• Vectoring (Best Service Routing)
The Call Center release must be 12.0 or later.
Important:
You must administer the BSR Local Treatment field as y on both the local and remote
VDNs. If you administer the field as n for the local VDN and y for the remote VDN,
Communication Manager displays an ISDN_PROGRESS message with a progress
indicator of in-band information. The local Communication Manager treats this type of
progress message as invalid unless the local treatment flag is set and all interflow attempts
result in dropped calls.
Procedure
1. At the command prompt, type change vdn xxx, where xxx is the number of the
VDN. Press Enter.
2. In the BSR Local Treatment field, select y.
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Best Service Routing
3. Press Enter to save the changes.
Alternate selection on BSR ties
Procedure
1. Enter change system-parameters customer-options.
2. On the System-Parameters Customer-Options screen, verify that Vectoring
(Prompting) or Vectoring (Basic) is set to y.
3. On the Feature-Related System Parameters screen, enter one of the following
values in the BSR Tie Strategy field:
• 1st-found. This is the default.
• alternate.
4. Enter change vdn < vdn number> or add vdn < vdn number>.
5. On the Vector Directory Number screen, verify that the Attendant Vectoring and
Meet-me Conferencing fields are both set to n.
Note:
You cannot see the BSR Tie Strategy field if either Attendant Vectoring or
Meet-me Conferencing is set to y.
6. Enter one of the following values in the BSR Tie Strategy field:
• system. This is the default.
• 1st-found.
• alternate.
Administering BSR polling over IP without the B-channel
Before you begin
• You must administer multisite BSR. If the Communication Manager version is lower than
R11, the CISC SETUP does not start vector processing and the poll operation ends in a
time out, logging a vector event. Vector processing continues with the next step.
• You must set the following fields to y:
- IP Trunk
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- QSIG Basic Call Setup
- QSIG Basic Supplementary Services
• You must have the TN799 C-LAN circuit pack to support D-channel signaling.
About this task
You can configure BSR polling to prevent using a Bearer (B) channel when a polling signal is
sent over an H.323 IP trunk. This feature offers the following advantages:
• Improved trunk efficiency: BSR polling uses QSIG Call Independent Signaling
Connections/Temporary Signaling Connections (CISC/TSCs) that send BSR polls over
the D-channel without associated seizure of a B-channel. With this polling strategy, more
trunk bandwidth is available for other forms of voice or data traffic.
• Reduced hardware requirements: If you do not require the Voice over IP (VoIP)
functionality for the trunk, an IP Media Processor (MedPro) circuit pack (TN2302) is not
required.
Note:
BSR polling over IP without the B-channel uses non-call associated TSCs.
Procedure
1. Set up the signaling group for H.323, QSIG, and NCA-TSCs.
2. Set up the designated trunk group for ISDN and IP with a minimum of one assigned
trunk.
Important:
If an IP MedPro circuit pack is not installed, the Trunk Group Status screen
indicates the trunk as out-of-service. The circuit pack installation does not
affect the status poll signaling over the D-channel.
The Pattern screen
Procedure
1. Enter the display route-pattern xx command to view the Pattern screen.
Where xx is the route pattern used by the trunk group that supports TSCs.
2. In the TSC column, set the value to y.
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Best Service Routing
Result
A sample of the Pattern screen configured for BSR polling over IP without the B-channel is as
follows.
display route-pattern 32
Page
1 of
3
Pattern Number: 32
Grp FRL NPA Pfx Hop Toll No.
Inserted
DCS/ IXC
No
Digits
QSIG
Mrk Lmt List Del
Dgts
Intw
3
n
user
2:
n
user
3:
n
user
4:
n
user
5:
n
user
6:
n
user
1: 32
0
BCC VALUE
TSC
CA-TSC
ITC BCIE Service/Feature BAND
0 1 2 3 4 W
Request
No. Numbering LAR
Dgts Format
Subaddress
1: y y y y y n
y
as-needed rest
none
2: y y y y y n
n
rest
none
3: y y y y y n
n
rest
none
4: y y y y y n
n
rest
none
5: y y y y y n
n
rest
none
6: y y y y y n
n
rest
none
The BSR screen
Procedure
1. Enter the display best-service-routing xx command to view the Best
Service Routing screen. Where xx is a BSR application plan number.
2. The Status Poll VDN field must specify an AAR or AAS pattern that routes over an
IP trunk.
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Important:
Do not specify a Trunk Access Code (TAC) in the Status Poll VDN field. If you
specify a TAC, the poll routes through a B-channel, if a B-channel is available.
The Signaling Group screen
Procedure
1. Enter the display signaling-group xx command to view the Signaling
Group screen. Where xx is the signaling group number.
2. Specify the TSC related fields in the upper-right corner of the field.
The following are relevant fields:
• Max number of NCA TSC
• Trunk group for NCA TSC
3. Set the Supplementary Services Protocol field to b.
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Best Service Routing
Result
A sample of the Signaling Group screen configured for BSR polling over IP without the Bchannel is as follows.
display signaling-group 32
SIGNALING GROUP
Group Number: 32
Max number of NCA TSC: 10
Group Type: h.323
Remote Office? n
Max number of CA TSC: 10
Trunk Group for NCA TSC: 32
Trunk Group for Channel Selection: 32
Supplementary Service Protocol: b
Network Call Transfer? n
Near-end Node Name: clan-01D12
Near-end Listen Port: 1720
Far-end Node Name: cland12-loop
Far-end Listen Port: 1720
Far-end Network Region:
LRQ Required? n
Calls Share IP Signaling Connection?y
RRQ Required? n
Bypass If IP Threshold Exceeded?n
Direct IP-IP Audio Connections?y
IP Audio Hairpinning?y
Interworking Message: PROGress
The Trunk Group screen
Procedure
1. Enter the display trunk-group xx command to view the Trunk Group screen.
Where xx is the signaling group number.
2. Set the Group Type field to isdn.
3. Set the Carrier Medium field to IP.
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4. Set the Supplementary Service Protocol field to b.
display trunk-group 32
of 22
Page
2
TRUNK FEATURES
ACA Assignment? n
n
Measured: none
Internal Alert? n
y
Wideband Support?
Maintenance Tests?
Data Restriction? n
NCA-TSC Trunk Member: 1
Send Name: y
y
Used for DCS? n
Suppress # Outpulsing? n
Send Calling Number:
Hop Dgt? n
Numbering Format: public
Outgoing Channel ID Encoding: preferred
provider
UUI IE Treatment: service-
Replace Restricted Numbers? n
Replace Unavailable Numbers?
n
Send Connected Number:
n
Send UCID? y
Send Codeset 6/7 LAI IE? n
Path Replacement with Retention? n
Path Replacement Method: better-route
n
Network (Japan) Needs Connect Before Disconnect?
5. Specify a trunk group member in the NCA-TSC Trunk Member field.
6. You must associate the group member used to make the BSR status polls with an
appropriate signaling group. Specify The signaling group in the “Sig Grp” column.
The group member is also specified in the NCA-TSC Trunk Member field on page
2 of the Trunk Group screen.
The Feature-Related System Parameters screen (ISDN)
Procedure
1. Enter the change system-parameters feature command to view the
Feature-Related System Parameters screen.
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Call Classification
2. Specify an unassigned extension number for the dial plan in the QSIG TSC
Extension field.
Result
A sample of the Feature-Related System Parameters screen configured for BSR polling over
IP without the B-channel is as follows.
change system-parameters features
Page 7 of
12
FEATURE-RELATED SYSTEM PARAMETERS
ISDN PARAMETERS
Send Non-ISDN Trunk Group Name as Connected Name? n
Display Connected Name/Number for ISDN DCS Calls? n
Send ISDN Trunk Group Name on Tandem Calls? n
QSIG TSC Extension: 3999
MWI - Number of Digits Per Voice Mail Subscriber: 5
National CPN Prefix:
International CPN Prefix:
Pass Prefixed CPN to ASAI? n
Unknown Numbers Considered Internal for AUDIX? n
USNI Calling Name for Outgoing Calls? n
Path Replacement with Measurements? y
QSIG Path Replacement Extension: 2999
Path Replace While in Queue/Vectoring? y
Call Classification
ASAI switched classified call operation
When an Adjunct Switch Applications Interface (ASAI)-connected adjunct places a third-party
make call, the adjunct invokes a Switched Classified Call (SCC). The adjunct uses an ASAI
REGister message with the Service Circuit parameter set to classifier. The ASAI REGister
message also includes the following:
• A request to perform Answering Machine Detection (AMD) on the call by including the
Answer Machine parameter.
• A ringback time out value specified by the number of rings, converted to seconds. The
number of rings can be 2 to 15 ring cycles, based on the value that 6 seconds equates
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to one ring cycle. The classifier uses the ringback time out value to determine the time to
wait for a far-end answer after ring detection. If the time out value is not provided in the
request message, the classifier uses a default of 60 seconds for 10 rings. No answer time
out drops the classifier and ends the call with a cause CS3/19 - No Answer.
SCC uses call classification resources to place outgoing calls as requested by the adjunct
predictive dialing and Outgoing Call Management (OCM) applications. Call classifiers detect
the following:
• Inband call progress signals including network Special Intercept Tones (SIT) tones
• Live answers
• Modems
• Answers made by an answering machine
Working of the hunting algorithm
When an SCC is requested, the algorithm searches the members of the outgoing trunk group
for an available trunk on a Port Network Gateway (PNG) or H.248 type Media Gateway (MG)
such as a G450 or G430.
If the trunk member terminates on an H.248 MG, the algorithm checks the gateway for an
available classifier or tone detector resource:
• If a classifier or tone detector resource is available, SCC starts.
• If a classifier resource is not available, the algorithm checks the outgoing trunk group for
an available member on another MG or PNG with an available classifier or tone detector
resource.
If the trunk member terminates on a PNG, the algorithm checks the gateway for an available
classifier board:
• If a classifier port network board exists in the PNG, SCC starts.
• If a classifier board is not available on that PNG and the PNG is TDM multi-connected
with other PNGs, an available classifier board is used on another PNG and SCC starts.
• If the PNG is IP-connected or if there are no available classifier boards among the TDM
multi-connected PNGs, the algorithm checks the trunk group again for an available
member on another PNG or MG with an available classifier or tone detector resource.
If the algorithm does not find a trunk member on PNG or H.248 MG with an available classifier
or tone detector resource, the algorithm uses the first available trunk member to start the call.
If there is no available classifier board on the gateway when the classifier is to be connected,
SCC fails.
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Call Classification
Note:
The hunting algorithm is applicable only when the outgoing trunk group is distributed across
gateways so that a trunk member and classifier resource match can be made on another
gateway after the first attempt fails.
How to insert the call classifier
The Call Classification After Answer Supervision field on the Feature-Related System
Parameters screen determines when the classifier is inserted in the connection.
Field
setting
Description
n
The classifier is always inserted after either out pulsing all digits or sending the
SETUP message. This is true even with the ISDN trunks. D-channel call
progress indications usually take precedence over classifier-detected progress
tones.
This is the default setting.
y
The classifier is inserted after the answer is received for the call if Answering
Machine Detection is requested on the call. Otherwise, the classifier is not
inserted in the connection with this setting. The network must reliably determine
answer supervision through ISDN-type facilities.
While connection of the call classifier is required for switch-classified calls over the ISDN
trunks, you can use the Call Classification After Answer Supervision (CCAAS) field in place
of a classifier resource.
A classifier is not reserved during the call establishment when you enable the CCAAS field.
The classifier is reserved and connected at the time the call is answered. If there is no classifier
available at the time the classifier is to be connected, the call continues. The application can
receive a cause value with no classifiers available in the Answer event.
If you do not enable CCAAS and no classifiers are available during the reservation phase, the
call is dropped. If you do not enable CCAAS, the call classifier is reserved at the time the
outgoing trunk is seized.
How the call attempt is rejected
Call attempt rejection depends on how you set the Call Classification After Answer
Supervision field on the Feature-Related System Parameters screen.
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Field
setting
n
Status of call attempt
• Rejected with cause CS3/20: no trunks
• Rejected with cause CS3/21: no classifiers or a classifier is not retrieved
y
• Rejected with cause CS3/20: no trunks
• Rejected with cause CS3/21: no classifiers. If AMD is requested for the call
and a classifier cannot be connected after answer supervision is received.
About the SIT Treatment for Call Classification screen
Use the SIT Treatment for Call Classification screen to specify the treatment of Special
Information Tones (SITs) used for Outbound Call Management (OCM) type calls with USA
tone characteristics. Use the port network TN744 Call Classifier circuit pack ports or H.248
Media Gateway internal tone detector resources in the classified mode to detect SITs.
The classifiers can detecting the following six SITs:
• SIT Ineffective Other
• SIT Intercept
• SIT No Circuit
• SIT Reorder
• SIT Vacant Code
• SIT Unknown
• Answering Machine Detection (AMD) Treatment
Related topics:
SIT Treatment for Call Classification screen on page 78
SIT Treatment for Call Classification administration commands on page 78
SIT Treatment for Call Classification field descriptions on page 78
Call Prompting
Administer Call Prompting on the following screens.
Screen name
Field name
System-Parameters Customer-Options Vectoring (Prompting)
Vectoring (CINFO)
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Call Vectoring
Screen name
Field name
ISDN-PRI - for CINFO only
Feature-Related System Parameters
Prompting Timeout
Vector Directory Number (VDN)
All fields.
Announcements/Audio Sources
Complete all fields for each extension that
provides a Call Prompting announcement.
Hunt Group
Vector
Call Vector
Complete the screen for each Call Prompting
vector.
Station (multi-appearance)
Button/Feature Button Assignments: callr-info
Attendant Console
Button/Feature Button Assignments: callr-info
If Vectoring (Basic) on the Call Center Optional Features screen is set to n, Call Prompting
cannot queue calls or make conditional checks based on the queue or agent status, time of
day, or day of week.
Ensure that the AT&T Intelligent Call Processing (ICP) service, ISDN-PRI and Vectoring
(Prompting) are active for CINFO.
You can administer any phone equipped with a display or attendant console with a caller
information callr-info button. The button displays digits collected for the last collect
digits command.
You must have Call Vectoring for CMS to use Call Prompting with CMS.
Call Vectoring
Administer Call Vectoring on the following screens.
Note:
Do not change a vector while the vector is processing calls since calls already in the vector
can experience problems. Instead, add a new vector and change the VDN to point to the
new vector.
Screen name
System-Parameter
Customer-Options
Field name
Call Center pages of the screen.
• Vectoring (Basic)
• Vectoring (G3V4 Enhanced)
• Vectoring (G3V4 Advanced Routing)
• Vectoring (ANI/II-Digits Routing)
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Screen name
Field name
• Vectoring (Attendant Vectoring)
• Vectoring (Holiday Vectoring)
• Vectoring (Variables)
• Vectoring (3.0 Enhanced)
Vector Directory Number
All fields.
Announcements/Audio
Sources
Complete all fields for each extension that provides a vectoring
announcement.
Hunt Group
• Vector
• ACD
Call Vector
Complete the screen for each vector.
Feature-Related System
Parameters
• Vector Disconnect Timer
• Music/Tone on Hold
• Port
• Music (or Silence) on Transferred Trunk Calls
Vector Routing Table
All fields.
Holiday Table
All fields.
Fields that do not allow VDN extensions
You cannot enter a VDN extension in the fields listed in the following table.
Screen name
Announcements/
Audio Sources
Field name
Extension Number
Call Coverage Answer Group Member Assignments
Group
Call Coverage Paths
Coverage Point Assignments, other than the last coverage
point in a coverage path
Console Parameters
Centralize Attendant Service (CAS) Back-up Extension
Feature-Related
System Parameters
• Automatic Circuit Assurance (ACA) Long Holding Time
Originating Extension
• ACA Short Holding Time Originating Extension
• Extensions With System wide Retrieval Permission
• Controlled Outward Restriction Intercept Treatment
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Call Vectoring
Screen name
Field name
• Controlled Termination Restriction (Do Not Disturb)
• Controlled Station-to-Station Restriction
Hospitality
• Extension of Property Management System (PMS) Log
Printer
• Extension of Journal/Schedule Printer
• Extension of PMS
• Extension to Receive Failed Wakeup LWC Messages
Hunt Group and Agent
LoginID with EAS
• Supervisor Extension
• Member Extensions
Intercom Group
Member Extensions
Listed Directory
Numbers
LDN Extensions
Loudspeaker Paging
and Code Calling
Access
Extension Numbers Assigned to Codes
Pickup Groups
Member Extensions
Remote Access
Remote Access Extension
Station Forms
Hunt to Station
Terminating Extension Member Extensions
Group
Fields that allow VDN extensions
Screen name
Field name
Call Coverage Paths
Allow it as the last coverage point only in coverage
path
Hunt Group
Night Destination
Listed Directory Numbers
Night Destination
Trunk Groups
• Night Destination
• Incoming Destination
You cannot enter a VDN extension as auxiliary data for the following buttons:
• Bridged Appearance (brdg-app)
• Data Call Setup (data-ext)
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You can enter a VDN extension as auxiliary data for the following buttons:
• Remote Message Waiting Indicator (aut-msg-wt)
• Facility Busy Indication (busy-ind)
• Manual Message Waiting (man-msg-wt)
• Manual Signaling (signal)
Display the UUI station button
Agents can press the User-to-User Information (UUI) button to view call-related information
such as customer account numbers. UUI contains:
• Information that an adjunct provides to Communication Manager
• Information from a remote site such as the data forwarded with the call
The station displays up to 32 characters of ASAI user data associated with the call or inserted
by the ASAI/CTI application.
Administering the UUI button
Procedure
1. Type change station x or change attendant x on the command line to
administer the uui-info button as a feature button.
For more information on how to set up feature buttons, see the Administering Avaya
Aura® Communication Manager document.
2. Type display cor x to view to the Class of Restriction screen.
3. Set the Station-Button Display of UUI IE Data field to y.
Display VDN for Route-To DAC
Before you begin
To use the Display VDN for Route-to DAC feature for incoming trunk calls routed through a
VDN to an EAS agent using DAC, the following administration settings are required:
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Expert Agent Selection
• The EAS field on the System-Parameters Customer-Options and the Features-Related
System Parameters screens must be set to y.
• The VDN used to route an incoming trunk call to a vector that initiates a DAC must have
the Display VDN for DAC Call field set on page 2 of the Vector Directory Number screen.
Also, the COR administered for this VDN must have the Direct Agent Calling field on
page 1 of the Class of Restriction screen set to y.
• The EAS LoginID to which a vector-initiated DAC is routed must have an administered
COR that has the Direct Agent Calling field on page 1 of the Class of Restriction screen
set to y.
About this task
The active VDN name display treatment applies to the initial EAS agent who receives the
vector-initiated direct agent call. The treatment also applies to an EAS agent in the coverage
path of the initial EAS agent who receives the call.
Perform the following steps to set the Display VDN for Route-to DAC field to y:
Procedure
1. On the Communication Manager administration command line, enter:
change system-parameters customer-options
2. On page 5 of the System-Parameter Customer-Options screen, set the Expert
Agent Selection field to y.
3. Enter:
change system-parameters features
4. On page 10 of the Feature-Related System-Parameters screen, if the Expert Agent
Selection field is set to n, set the field to y.
5. Enter:
change vdn xxxxx, where xxxxx is the VDN number.
6. On page 2 of the Vector Directory Number screen, set the Display VDN for RouteTo DAC field to y.
Expert Agent Selection
Expert Agent Selection (EAS) uses vectors to route calls to agents with the required skills.
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To administer EAS, you must:
• Assign skills to VDNs on the Vector Directory Number screen.
• Create vectors to route calls to skills.
• Assign skills with priority levels to agents on the Agent Login ID screen.
EAS administration
Description
VDN
You can administer up to three VDN skill preferences on the Vector
Directory Number screen in the 1st Skill, 2nd Skill and 3rd Skill fields.
The fields indicate the skills that are required to handle calls to this
VDN. All of the VDN skills on the VDN screen are optional. For
example, only the first and third or only the second and third VDN
skills can be assigned. Vector steps can then refer back to these
fields to route calls. For example, queue-to skill 1st routes
calls the skill administered as 1st on the VDN screen.
Vector
When a call routes to a VDN, the VDN directs the call to the vector
that is specified on the Vector Directory Number screen. The vector
then queues the call to the skill specified in a vector step. You can
write vectors that route calls either to specific skill numbers or to the
skill preferences administered on the Vector Directory Number
screen.
Agent
Assign skills to each agent. In addition, assign a skill level to each
skill for the agent. When a vector routes incoming calls to a skill, the
call is delivered to an available agent with the skill assigned. If no
agents are available, the call is queued until the call can be answered
by an agent who has the skill required to handle the call.
Agent selection
The administered agent selection method and call handling
preference determine which agent receives an incoming call.
Agent selection
method
EAS can use either Uniform Call Distribution (UCD) or Expert Agent
Distribution (EAD) to select agents for calls. Both methods can use
the Most-Idle Agent (MIA) or the Least Occupied Agent (LOA)
algorithm to select agents.
Administer EAS on the following screens.
Screen name
Field name
System-Parameters Enable the Expert Agent Selection (EAS) field on the screen. Since
Customer-Options
both EAS and Expert Agent Selection-Preference Handling
Distribution (EAS-PHD) are part of Call Center Elite, use EAS-PHD
when you enable Expert Agent Selection.
ACD
Vectoring (Basic)
Feature-Related
System Parameters
146
• Expert Agent Selection (EAS) Enabled
• Minimum Agent-LoginId Password Length
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Expert Agent Selection
Screen name
Field name
• Direct Agent Announcement Extension/Delay
• Message Waiting Lamp Indicates Status For
Class of Restriction
Direct Agent Calling
CDR System
Parameters
Record Called Agent Login ID Instead of Group or Member
Dial Plan
Use the screen to change the dial plan. Set the agent login IDs with
a unique digit in the dial plan, for example, 5111, 5123, 5432.
Dedicate a block of numbers for login IDs.
If the login IDs do not have the same first digit and are four digits long,
change to a 5-digit number. Modify the CMS login ID if the current ID
is not a valid extension number or is not available in the
Communication Manager dial plan. Agent login IDs can range from 3
to 13 digits and must be in the dial plan, but the IDs must be different
from the assigned phone extensions.
Vector Directory
Number (VDN)
1st/2nd/3rd Skill: This is optional.
Vector
Use the screen to change vectors.
Hunt Group
Use the screen to add or change skill hunt groups and to enable or
disable the following:
• Skill
• ACD
• Vector
Hunt group types must either be UCD or EAD.
If the Message Center field is set to AUDIX on the Hunt Group
screen, the Skill and ACD fields must be set to y, but the Vector field
can be set to either y or n.
You cannot administer agents on the screen when EAS is enabled.
Agent Login ID
Administering Call Center Elite 6.3
Use the screen to add or change agent login IDs and skill
assignments. If you add or change skills on Communication Manager,
the agent must log out and then log in again before the changes take
effect.
You must use the Agent Login ID screen to select call-handling
preferences for agent login IDs. Set the Call Handling Preference
field to either skill level or greatest need. The default is
skill level.
You can enter a direct agent skill number in the Direct Agent Skill
field. The skill that you enter in the field must be one of the
administered skills of the agent or leave the field blank. If the agent
receives a direct agent call and no direct agent skill is administered,
the call is delivered to the first-administered, highest-level skill of the
agent.
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Screen name
Station
Field name
EAS works with a single set of work mode buttons. Use the screen
to remove additional sets of buttons to administer agents in multiple
splits.
Note:
You must enable EAS on the System-Parameters Customer-Options and the FeatureRelated System Parameters screens. When you enable EAS, skill hunt groups replace splits
and help messages, error messages and field titles change from split to skill on various
screens.
Physical aspects of the phone, such as the set type and button layout, are associated with
the phone and not the login ID. You cannot enter group information on the Station screen
with the EAS field enabled when a work mode button is selected. The assist and queue
status buttons require entry of group information.
Administering EAS
You must set Expert Agent Selection to y to use Avaya IQ.
Procedure
1. Enter change system-parameters features.
2. On page 11 of the Feature-Related System Parameters screen, set Expert Agent
Selection (EAS) to y.
Other parameters that support EAS Agent LoginID
Parameters
Agent loginID
Abbreviated Dialing (AD) buttons
7103A
Accepts
Enhanced
Accepts
Group
Accepts
Personal
Accepts
System
Accepts
Agent-LoginID
Port extension
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Rejects
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Parameters
Announcements
Agent loginID
Rejects
Buttons
abrdg_app
Rejects
aut-msg-wt
Accepts
brdg_app
Rejects
busy-ind
Yes
data_ext
Rejects
man_msg_wt
Rejects
q-calls
Rejects
q-time
Rejects
signal
Rejects
Call processing
Auto callback
Rejects
Call forward from agent login ID
Rejects
Call forward to agent login ID
Accepts
Call park
Accepts
Hundreds group
Rejects
LWC retriever gets last msgs
Accepts
Service observe agent login ID
Accepts
Call Detail Recording (CDR)
Primary extension
Rejects
Secondary extension
Rejects
Code calling
Accepts
Communication Link
Communication link digits
Rejects
Console parameters
CAS-backup ext
Rejects
IAS Att access code
Rejects
Coverage groups
Answer group member
Rejects
Path
Accepts
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Parameters
Agent loginID
Measured principals
Coverage measurement
Rejects
Feature-related system parameters
ACA-referral dest.
Rejects
ACA - long holding
Rejects
ACA - short holding
Rejects
Controlled out restriction
Rejects
Controlled terminal
Rejects
Controlled Stn-to-Stn
Rejects
DAA Extension
Rejects
DID/Tie/ISDN announcement
Rejects
Emergency access redirection
Rejects
CDR output extension
Rejects
SVN referral destination (announcement)
Accepts
System LWC retriever
Rejects
System printer
Rejects
Hospitality
Journal printer
Rejects
LWC wakeup
Rejects
PMS ext
Rejects
PMS log
Rejects
Routing on voice synthesis
Rejects
Hunt Group
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Announcement extension
Rejects
ASAI link
Rejects
AUDIX extension
Rejects
Calls warning extension
Rejects
Member
Rejects
Night service
Rejects
Supervisor
Accepts
Time warning extension
Rejects
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Expert Agent Selection
Parameters
Agent loginID
Intercom group member
Rejects
Intraswitch CDR
Accepts
Listed Directory Number (LDN)
Member
Rejects
Night destination
Accepts
Malicious Call Trace (MCT)
MCT member
Rejects
Permanent switched calls
Rejects
Personal CO line
Rejects
Pickup group member
Rejects
Remote access extension
Rejects
Term Extension Group (TEG) member
Rejects
Trunk group
Night service
Accepts
Incoming destination
Accepts
Member night service
Accepts
Vector administration
Adjunct extension
Rejects
Announcement
Rejects
Messaging
Accepts
Route-to
Accepts
Call Handling Preference
Administer Call Handling Preference on the Agent LoginID screen to route calls based on the
greatest need or on an agent skill level. The following table summarizes call routing based on
greatest need or agent skill level administration with either UCD or EAD distribution.
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Condition
EAD or UCD with skill level
EAD or UCD with greatest
need
Agents are available.
When a new call arrives,
the call is delivered to:
• EAD: Most-idle agent with
the highest skill level for the
skill required to provide
service to the caller.
• EAD: Most-idle agent with the
highest skill level for the call’s
skill.
• UCD: Most-idle agent with
the skill required to provide
service to the caller.
Agents are not available
and calls are in queue.
When an agent becomes
available, the agent
receives:
• EAD: Highest priority oldest
call waiting for the highest
skill level of the agent.
• UCD: Highest priority oldest
call waiting for the highest
skill level of the agent.
• UCD: Most-idle agent with
the call’s skill.
• EAD : Highest priority oldest
call waiting for any skill.
• UCD: Highest priority oldest
call waiting for any skill.
Direct Agent Calling
Procedure
1. Enter the direct agent skill on the Agent LoginID screen.
2. Use the Hunt Group screen to administer a skill for all direct agent calls.
Setting a skill:
• The system communicates how to handle calls to the skill to Communication
Manager.
• The system indicates to the report users how much time each agent has spent
on DA calls.
Note:
For an agent who receives direct agent calls, ensure that you assign a minimum
of one non reserve skill to the agent login ID.
3. Add the skill to the list of skills administered for an agent on the Hunt Group
screen.
Whenever an outside caller dials the agent extension, Communication Manager
determines the skill for tracking call data by viewing the entry in the field.
4. On page 8 of the Feature-Related System Parameters screen, specify:
• A Direct Agent Announcement (DAA) extension that plays an announcement
to direct agent callers waiting in queue.
• The period of delay, in seconds, before the announcement.
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Expert Agent Selection
5. Administer a COR for DA calls.
6. Use the Trunk Group screen to administer Direct Inward Dialing (DID).
7. On page 2 of the Hunt Group screen, you can administer Multiple Call Handling
(MCH) On-Request for this hunt group.
With this feature, agents can see that the incoming call is a DA call and put the
current call on hold to answer the DA call.
8. If there is no answer after a certain number of rings, use Redirection on No Answer
(RONA) to redirect the caller to a VDN that points to a vector.
You can set up the vector to provide appropriate routing and treatment for the
redirected call.
9. On page 3 of the Hunt Group screen, administer messaging for the DA hunt
group.
10. Assign this hunt group to agents who need to receive DA calls.
Direct Agent Announcement
Direct Agent Announcement (DAA) enhances the DAC capabilities for CallVisor AdjunctSwitch Application Interface (ASAI) and EAS. DAA plays an announcement for the DAC calls
waiting in a queue. Administer DAA on the following screens.
Important:
You must enable Expert Agent Selection (EAS) or ASAI Adjunct Routing.
Screen name
System-Parameters
Customer-Options
Field name
• ACD
• Vectoring (Basic)
• Expert Agent Selection (EAS) or ASAI Adjunct
Routing
Feature-Related System
Parameters
• Direct Agent Announcement Delay
Announcements/Audio
Sources
All fields
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• Direct Agent Announcement Extension
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Forced Agent Logout by Clock Time
Before you begin
You can set Forced Agent Logout by Clock Time to y only if all the following conditions are
true:
• The EAS field on the System-Parameters Customer-Options screen is set to y.
• The AAS field on the Agent LoginID screen is set to n.
• The Call Center Release field on the System Parameter Customer-Options screen is
4.0 or later.
Procedure
1. On page 14 of the Feature-Related System Parameters screen, administer the
Clock Time Forced Logout Reason Code field to specify the logout reason and
press Enter. This sets the logout reason code for all agents.
2. For each agent, enter change agent-loginID xxxx.
3. On the Agent Login ID screen, set the Forced Agent Logout Time field to the time
of day to log out the agent and press Enter.
You can use the local time. See “Forced Agent Logout from Clock Time
interactions” in the Avaya Aura® Call Center Elite Feature Reference document.
4. Enter change system-parameters features.
5. To allow the agent to override the feature, administer logout-ovr on the Station
screen.
Forced Agent Logout/Aux Work by Location/Skill
Procedure
1. On the Feature Access Code (FAC) screen, enter the FAC in the following fields:
• Forced Agent Logout by Location Access Code
• Forced Agent Logout by Skill Access Code
• Forced Agent Aux Work by Location Access Code
• Forced Agent Aux Work by Skill Access Code
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Forced Agent Logout from ACW
2. On the Feature-Related System Parameters screen, enter the reason code in the
following fields:
• Forced Agent Logout by Location Reason Code
• Forced Agent Logout by Skill Reason Code
• Forced Agent Aux Work by Location Reason Code
• Forced Agent Aux Work by Skill Reason Code
When an agent is forcibly logged out of the system or moved to the Aux Work mode,
Communication Manager sends the reason code with the logout event messages
to the reporting adjuncts and the ASAI-connected adjunct .
3. Set the Class of Restriction (COR) for the relevant station and agent:
a. In the Can Force a Work State Change field on the Class of Restriction screen
relevant to the station to be used to force the change, enter y.
b. In the Work State Change Can Be Forced field on Class of Restriction screen
relevant to the agent or VDN/trunk for which to force the change, enter y.
Forced Logout/Aux Work by Location/Skill applies only to the server on which you
administer the feature. If the system is fragmented into multiple servers (Main/LSP/
ESS), you must administer the feature on each server.
The two CORs apply only to this feature and not to the other similar features, such
as Forced Logout by Clock Time and Forced Logout from ACW. For more
information on COR, see the Avaya Aura® Call Center Elite Feature Reference
document.
Forced Agent Logout from ACW
You can use Forced Agent Logout from ACW only if all of the following conditions are true:
• EAS is set to y.
• Reason Code is set to y. If the Reason Code feature is not active, you can still set the
maximum time that an agent can be in ACW on a system-wide basis or for each agent,
but you cannot administer a reason for the logout.
Administer Forced Agent Logout from ACW on the following screens.
Screen name
Field name
Page 13 of Feature-Related Maximum time agent in ACW before logout (sec): Set the
System Parameters
maximum time that an agent can be in the ACW mode.
This is a system-wide setting.
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Screen name
Agent Login ID
Field name
Maximum time agent in ACW before logout (sec): Set the
maximum time that an agent can be in the ACW mode. Set
the reason code that describes why Communication
Manager logged the agent out.
This setting is for each agent.
Tips for administering Forced Agent Logout from ACW
You can use the following suggestions when administering Forced Agent Logout from ACW.
Requirement
Tip
To force agent logout from ACW
and use the same time out period
for all agents.
1. Set the Maximum time agent in ACW before
logout (sec) field on the Feature-Related System
Parameters screen to a time out value in seconds.
This value can be from 30 to 9999 seconds.
2. Leave the default system setting on the Agent
Login ID screen.
To maintain different time out
periods assigned to specific
agents.
Set the Maximum time agent in ACW before logout
(sec) field on the Agent Login ID screen to a time out
value for each agent.
To use the time out feature only to Set the Maximum time agent in ACW before logout
certain agents.
(sec) field on the Agent Login ID screen to none for
those agents.
Inbound Call Management
Ensure the ACD field is set to y on the System-Parameters Customer-Options screen. If you
are using CallVisor ASAI or Call Vectoring, ensure the appropriate ASAI Capability Groups
options or the Vectoring (Basic) or Vectoring (Prompting) fields are set to y.
Administer Inbound Call Management on the following screens.
Screen name
Field name
System-Parameters Customer-Options
• ASAI Link Core Capabilities
• ASAI Link Plus Capabilities
Trunk Group (ISDN-PRI)
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Per Call CPN/BN
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Interruptible Aux
Screen name
Description
Trunk Group
Administer the Per Call CPN/BN field for the
appropriate ISDN-PRI trunk group. The
corresponding information is sent with a calloffered event report to the adjunct.
Hunt Group
Complete a Hunt Group screen for each split or
skill that the ICM adjunct monitors.
Call Vector
Add an ASAI link interface extension number for
adjunct routing vector commands, if you are
using Call Vectoring. This extension is the same
as the extension you enter on the Station
screen.
Interruptible Aux
Administer Interruptible Aux on the following screens.
Screen name
Field name
Reason Code Names
Interruptible
Hunt Group
In the Interruptible Aux Threshold field, enter values for callswarning-threshold, service-level-target, or
time-warning-threshold.
In the Interruptible Aux Deactivation Threshold field, enter the
deactivation value for Interruptible Aux Threshold.
Agent LoginID
In the Reserve Level (RL) field, enter a, m, or n, where a stands
for auto-in-interrupt, m for manual-in-interrupt, and n for notifyinterrupt.
Feature-Related
System Parameters
In the Interruptible Aux Notification Timer (sec) field, enter the
number of seconds that elapse between an agent receiving a
notification and being forced to be available.
Intraflow and Interflow
Administer Intraflow and Interflow on the following screens.
Screen name
Feature-Related System
Parameters
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Field name
Coverage - Don’t Answer Interval for Subsequent
Redirection
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Screen name
Field name
Feature Access Code (FAC)
• Call Forwarding Activation
• Call Forwarding Deactivation
Hunt Group
• Inflow Threshold
• Priority on Intraflow
• Calls Warning Threshold
• Time Warning Threshold
• Service Level Target (% in sec)
Coverage Path
• Don’t Answer
• Busy
• Number of Rings
Location Preference Distribution
You can administer Location Preference Distribution only if all of the following conditions are
true:
• Expert Agent Selection (EAS) is set to y.
• Multiple Locations on page 4 of the Systems-Parameters Customer-Options screen is
set to y.
• The Call Center release is 3.0 or later.
Administer Location Preference Distribution on the following screens.
Screen name
Field name
Condition for algorithm design
Hunt Group
Local Agent Preference
Agent-surplus conditions
Agent Login ID
Local Call Preference
Call-surplus conditions
Look-Ahead Interflow
Administer Look-Ahead Interflow (LAI) on the following screens.
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Maximum Agent Occupancy
Screen name
System-Parameters
Customer-Options
Field name
• Vectoring (Basic)
• ISDN-PRI
• Look Ahead Interflow
Trunk Group (ISDN)
• Outgoing Display
• Codeset to Traveling Class Mark, Look Ahead
• Supplementary Service Protocol
• UUI Treatment
Feature-Related System
Parameters
Interflow-Qpos EWT Threshold
ISDN Public-UnknownNumbering
• Ext Len
• Ext Code
• CPN Prefix
Call Vector
Complete a screen for each Look-Ahead Interflow vector.
• System-Parameters Customer-Options: For full functionality, enable the fields on both the
sending and receiving communication servers. If you do not enable LAI on the receiving
communication server, interflow still results on a look-ahead basis. However, the
forwarded DNIS, sending communication server VDN name, information is ignored and
tandem LAI is not provided.
• Trunk Group (ISDN): If you do not want the call originator display to update on each LAI
call attempt, route the look-ahead calls over trunk groups with the Outgoing Display field
set to n.
• Feature-Related System Parameters: Administer the Interflow-Qpos EWT Threshold
field when working with enhanced LAI. Any calls answered before this threshold do not
interflow, saving CPU resources on the server that drives Communication Manager.
• ISDN Numbering - Public/Unknown: Administer a CPN prefix for each VDN that maps to
a vector used to place LAI calls. If you do not administer a CPN prefix, the phone displays
an LAI DNIS with all blanks.
For private network non-QSIG connectivity with direct facilities between the communication
servers, administer LAI DS1/E1 circuit packs with Country Protocol Option 1
independent of the country where the system is located.
Maximum Agent Occupancy
Administer Maximum Agent Occupancy (MAO) on the following screen.
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Administration
command
change system-parameters features
Screen name
Feature-Related System Parameters
Page 14 of the
Feature-Related
System
Parameters
screen
Group type
EAS skill
Maximum Agent
Occupancy Percentage
The default value is set to 100%.
Maximum Agent
Occupancy Aux Reason
Code
The default is Aux Work reason code 9.
You can use a different reason code but
not reason code 0.
Multinational CPN Prefix
Note:
Before setting the field to y to pass the CPN prefix to VDNs and vectors, examine the
following administration screens:
• Public Unknown Numbering Plan
• Route Pattern
• Tandem Calling Party Number Conversion
• Trunk Group
• Uniform Dial Plan
• Vector
• Vector Routing Table
Administer Multinational CPN Prefix on the following screens.
Screen name
Field name
Feature-Related System Parameters
National CPN Prefix
International CPN Prefix
Pass Prefixed CPN: VDN/Vector
Vector Directory Number
Pass Prefixed CPN to VDN/Vector
Multiple Call Handling
Administer Multiple Call Handling on the following screen.
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Network Call Redirection
Screen name
Hunt Group
Field name
• ACD
• Multiple Call Handling
Note:
The MCH column on the Hunt Group screen contains the value that you must enter in
Multiple Call Handling.
Network Call Redirection
Important:
The basic administration requirements described in this section do not apply if you start NCR
with the AT&T In-Band Transfer Connect service.
SM
NCR administration - verify customer options for NCR
Administration
command
display system-parameters customer options
Screen name
System-Parameters Customer-Options
Required field
ISDN/SIP Network
Call Redirection
y
NCR administration - BSR screen
change best-service-routing x
Administration
command
Screen name
Best Service Routing Application
Required field
Net Redir
y
NCR administration - Trunk Group screen
change trunk-group x
Administration
command
Screen name
Trunk Group
Required fields
Direction
two-way
Service Type
cbc
Usage Alloc
y
Disconnect
Supervision In
y
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NCR administration - Trunk Group screen
change trunk-group x
Administration
command
Disconnect
Supervision Out
y
(Settings specific to PSTN redirection
options)
Required fields
MCI NCT TBCT
ETSI
ECT
NCD
Group Type
ISDN
ISDN
ISDN
ISDN
Supplementary
Services Protocol
g
a
c
c
Screen name
Trunk Features
Required field
Network Call
Redirection
y
NCR administration - Signaling screen
change signaling group x
Administration
command
Screen name
Signaling Group
Supported PSTN Redirection option
MCI NCT
Required field
Group Type
ISDN
Network Call
Transfer
y
TBCT
ETSI
ECT
NCD
y
y
n
NCR administration - DS1 screen
Administration
command
Screen name
change ds1 [board location]
Board location parameter values are: [cabinet(1-1)];carrier(AE);slot(0-20) OR [gateway(1-10)];module(V1-V9)
DS1 Circuit Pack
Supported PSTN Redirection option
MCI NCT
Verizon®
Network
Call
Transfer
162
TBCT:
Telecordia
-Two BChannel
Transfer
Administering Call Center Elite 6.3
ETSI ECT:
ETSI
Explicit
Call
Transfer
NCD:
Network
Call
Transfer
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Network Call Redirection
NCR administration - DS1 screen
Administration
command
Required field
change ds1 [board location]
Board location parameter values are: [cabinet(1-1)];carrier(AE);slot(0-20) OR [gateway(1-10)];module(V1-V9)
Any, but
1b/1d
typically 1a
Country
Protocol
etsi
etsi
NCR administration for SIP
NCR administration - verify customer options for NCR
Administration
command
display system-parameters customer options
Screen name
System-Parameters Customer-Options
Required fields
G3 Version
V15 or later
ISDN/SIP Network Call Redirection
y
NCR administration - BSR screen
change best-service-routing x
Administration
command
Screen name
Best Service Routing Application
Required fields
Net Redir
y
NCR administration - Trunk Group screen
change trunk-group x
Administration command
Screen name
Trunk Group
Required fields
Direction
two-way
Group Type
SIP
Screen name
Protocol Variations
Required fields
Network Call Redirection
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Administering station or ASAI transfer, conference, or release
Procedure
1. On page 3 of the System-Parameters Customer-Options screen, set the Network
Call Redirection field to y.
2. For the MCI Network Call Transfer (NCT) or Two Bearer Channel Transport (TBCT)
NCR protocols, create the second call leg of the call transfer for an incoming ISDN
call by using the same trunk group with a B-channel that has the same D-channel
as the incoming call.
3. For the NCR ETSI ECT protocol, the second leg of the call can be over a different
trunk group with a different signaling group than the incoming call leg.
4. You must also perform the following tasks to administer station or ASAI transfer:
a. To successfully complete a NCT NCR-type operation, add the PSTN number
that a station or ASAI user dials to transfer an incoming call to another PSTN
endpoint to the ARS Digit Analysis screen.
b. Administer the entry with an ARS routing pattern that routes the second call leg
to the same trunk group being used for the incoming call.
c. When you use the NCR MCI NCT feature for the Route Pattern screen
associated with the ARS Digit Analysis screen entry, administer the Service/
Feature (sdn) and Number Format (lev0-pvt) fields to be consistent with the
service-type and dialing-plan configuration of the PSTN trunk.
d. For the other NCT-type NCR protocols, no administration is required for the
Route Pattern screen associated with the ARS Digit Analysis screen entry. NCR
call processing automatically causes the Service/Feature and Number
Format for the NCR second leg call to be unknown/unknown.
e. Contact the PSTN service provider to verify the configuration of the PSTN
switch used for the NCT operation. Configure the PSTN switch to accept the
outgoing digits used by the station or the ASAI application to set up the second
leg of the call transfer or conference.
Reserving trunk group B-channels for NCT-type redirection
operations
Administer the Trunk groups used for NCR NCT-type operations as Call-By-Call (CBC) trunk
types. Since CBC trunk groups can carry both incoming and outgoing call traffic, situations can
occur in which transient levels of incoming traffic occupy all available B-channels. When no Bchannels are available for outgoing calls, attempts to set up the outgoing leg for a redirected
call fail and the call redirection fails.
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Network Call Redirection
Important:
When the NCR feature is used with high volumes of incoming calls, reserve a minimum
number of trunk members for the outgoing leg of redirected calls by using CBC Trunk Group
Allocation administration. However, the optimum number of trunk members to reserve
depends on traffic patterns that are specific to each call center. Call traffic analysis
determines if reservation of B-channels is necessary.
If a trunk group has multiple D-channel signaling groups, the CBC Trunk Group Allocation
operation does not guarantee the reservation of outgoing trunks associated with a particular
D-channel. Instead, the operation reserves outgoing trunks considering the entire trunk group.
Therefore, when NCR is attempted for a trunk group having multiple D-channels, the CBC
Trunk Group Allocation operation does not always prevent the blockage of the NCR second
call leg setup due to unavailable outgoing trunk B-channels.
To reduce the blockage of NCR NCT-type operations due to no available outbound trunk Bchannels:
About network facility types
Before you allocate a minimum number of trunk group members to the outgoing legs of NCR
calls, you must administer more than one ISDN services or features. The Network Facilities
screen includes two predefined features and ten predefined services. The predefined entries
are associated with either Network Specific Facilities (NSF) Type 0 or Type 1. You can
administer additional user-defined services or features on the Network Facilities screen. Userdefined facilities can be Type 0, 1, 2, or 3. You must obtain support agreements with your
PSTN service provider for Type 0 or Type 1 facilities.
Type 2 (incoming) and Type 3 (outgoing) facilities do not use NSF codings or require special
support by the PSTN. The network facility types are offered because NSF information is not
included with ISDN calls in some regions of the world.
Important:
If PSTN does not support NSF, you must specify a Type 3 facility when you reserve trunk
members for NCR operations and enable the Usage Allocation Enhancements Optional
feature before you can administer a Type 3 facility.
Example trunk allocation for PSTNs that supports NSF codings
The following example of the Network Facilities screen includes the basic default predefined
services and features.
change isdn network-facilities
Name
sub-operator
operator
outwats-bnd
sdn
accunet
i800
___________
___________
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NETWORK-FACILITIES
Facility
Type Coding
0
00110
0
00101
1
00001
1
00001
1
00110
1
01000
_
_____
_
_____
Name
mega800
megacom
inwats
wats-max-bnd
lds
multiquest
Page
1 of
2
Facility
Type Coding
1
00010
1
00011
1
00100
1
00101
1
00111
1
10000
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___________
___________
___________
___________
_
_
_
_
_____
_____
_____
_____
Once you specify the network facilities, you can allocate trunk members on the basis of specific
facilities. The following example shows a CBC Trunk Group Allocation screen for a CBC trunk
group for which a minimum of one B-channel is always available for the outgoing legs of
redirected calls when the mega800 service is used. The specific feature or service that you
specify in this screen depends on the support provided by the PSTN.
change trunk-group 29
CBC TRUNK GROUP ALLOCATION
Usage Allocation Plan 1
Usage Allocation Plan 2
Min# Max#
Service/Feature Chan Chan
Chan
mega800
1
99
Min# Max#
Service/Feature Chan Chan
Usage Allocation Plan 3
Min# Max#
Service/Feature Chan
Example trunk allocation for PSTNs that do not support NSF codings
The following example of the Network Facilities screen includes the basic default predefined
services and features and an additional user-defined, Type 3 (outgoing) feature (bsrredirect).
change isdn network-facilities
Name
sub-operator
operator
outwats-bnd
sdn
accunet
i800
bsr-redirect
___________
___________
___________
___________
___________
NETWORK-FACILITIES
Facility
Type Coding
Name
0
00110
mega800
0
00101
megacom
1
00001
inwats
1
00001
wats-max-bnd
1
00110
lds
1
01000
multiquest
3
_____
_
_____
_
_____
_
_____
_
_____
_
_____
Page
1 of
2
Facility
Type Coding
1
00010
1
00011
1
00100
1
00101
1
00111
1
10000
After administering the user-defined feature, you can specify a minimum number of reserved
trunk channels to remain available for the outgoing legs of redirected calls when the feature is
used.
change trunk-group 42
Usage Allocation Plan 1
Min# Max#
Service/Feature Chan Chan
Chan
bsr-redirect
5
25
166
CBC TRUNK GROUP ALLOCATION
Usage Allocation Plan 2
Min# Max#
Service/Feature Chan Chan
Administering Call Center Elite 6.3
Usage Allocation Plan 3
Min# Max#
Service/Feature Chan
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Network Call Redirection
About setting up DTMF announcements for the AT&T In-Band
Transfer Connect service
You can use the following methods to create an announcement that provides the Dual Tone
Multi-Frequency (DTMF) digits required to start the AT&T In-Band Transfer Connect service
operations:
SM
• Use a Communication Manager analog DTMF station to activate the recording session
for the announcement. When the session begins, use the keypad to enter the Touch-Tone
digits that correspond to the *T + PSTN endpoint number that is used to invoke the AT&T
In-Band Transfer Connect service operations. For example, to redirect an incoming ISDN
call to an endpoint number, such as 3035552104, you must perform the following steps :
a. Allow a silence period of 100–200 milliseconds (ms)
b. Enter *83035552104
c. Allow a silence period of 200–500 ms
Important:
For out-of-band DTMF methods that are used to relay the DTMF digits in IP-connected
center stage and IP-trunked environments, you must record periods of silence before
and after you enter the DTMF digits. The silence period accommodates the connection
time, that is, the time for tone detection by MEDPRO and VOIP resources, and prevents
the announcement from ending before the resources complete tone regeneration. To
increase the DTMF transmission accuracy, record the DTMF digits with at least 80 ms
of digit duration with an inter-digit silence of at least 80 ms.
You cannot use a digital phone, such as CallMaster®, BRI, ISDN, or IP, to record the
announcement since the station keypads on these sets do not generate audible DTMF
tones during an announcement recording session. However, if you choose to record
DTMF digits with these phones, you must make arrangements to electronically connect
an external keypad.
• Use a computer with VAL boards with an internal or external keypad, or a commercially
available computer software tool. Include the silent periods for recording with an analog
telephone.
For information on how to use DTMF announcements in vectors to implement NCR, see “AT&T
In-Band Transfer Connect” in the Avaya Aura® Call Center Elite Feature Reference
document.
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NCR with the AT&T In-Band Transfer Connect service
The following sections describe the general administration requirements and administration of
DTMF announcement and BSR vectoring methods that are associated with use of the AT&T
In-Band Transfer Connect service.
SM
NCR administration - Verify NCR customer option
Administration
command
display system-parameters customer options
Screen name
System-Parameters Customer-Options
Required field
Network Call Redirection
y
NCR administration - BSR Application Plan entries for polling and interflow locations
change best-service-routing x
Administration
command
Screen name
Best Service Routing Application
Required field
Net Redir
n
Required only if the BSR feature is enabled.
NCR administration - Trunk Group screen
change trunk-group x
Administration
command
Screen name
Trunk Group
Required fields
Group Type
ISDN
Supplementary Services Protocol
a
Screen name
Trunk Features
Required fields
UU IE Treatment
shared
Network Call Redirection
none
NCR administration - Signaling screen
change signaling group x
Administration
command
168
Screen name
Signaling Group
Required field
Network Call Transfer
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Network Call Redirection
NCR administration - DS1 screen
change ds1 [board location]
Administration
command
Board location parameter values are: [cabinet(1-1)]; carrier(A-E);
slot(0-20) OR [gateway(1-10)]; module(V1-V9).
Screen name
DS1 Circuit Pack
Required field
Country Protocol
1b/1d
Call Vectoring methods used with the AT&T In-Band Transfer Connect
service
SM
The Best Service Routing (BSR) feature invokes the AT&T In-Band Transfer Connect service.
Administer an interflow VDN in the BSR Application table to route to a near-end Communication
Manager VDN. The VDN causes the execution of a *T announcement vector step rather than
setting the same interflow VDN number to route directly to a VDN on a far-end Communication
Manager.
You must administer the BSR location on the BSR Application Plan screen to enable a BSR
polling vector to identify a BSR best location and route the incoming call to the location. The
BSR Application Plan must meet the following requirements:
• The plan must include at least one interflow VDN that is associated with the vectors that
include the vectors steps necessary for successful invocation of the AT&T In-Band
Transfer Connect service.
SM
• The Net Redir field associated with a location where AT&T In-Band Transfer Connect
is used must be set to n.
SM
Example: The following example shows how you can use BSR with the AT&T In-Band Transfer
Connect service to implement call redirection. In the example, local interflow and not remote
interflow VDN numbers are assigned on the BSR Application Plan screen.
SM
BEST SERVICE ROUTING APPLICATION
Number: 1
Num
1
2
3
Name:
Location Name
Omaha
Paris
Sydney
Maximum Suppression Time: 60
Switch Node
320
320
320
Status Poll VDN
95022011
95022111
95032211
Lock? y
Interflow VDN
4004
4005
4006
Net Redir?
n
n
n
The example application plan lists VDN extension numbers that are local to Communication
Manager. Each VDN is associated with vectors that are designed to invoke the AT&T In-Band
Transfer Connect service operations.
SM
Each vector associated with the interflow VDNs listed in the application plan includes the
following steps:
1. announcement 1234 [*8 and PSTN number for remote site]
2. wait-time 2 secs hearing silence
3. disconnect after announcement none
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In the vector example, step 1 provides the extension for an announcement that plays the DTMF
digits. Step 2 includes a wait-time step to give the PSTN switch time to process the in-band
information sent by the announcement in the preceding step before the call is disconnected at
Step 3. The disconnect command sends an ISDN DISCONNECT message that includes
the Information Forwarding data for the call in a codeset 0 or 7 UUI IE element.
Important:
The type of Information Forwarding data sent to the PSTN depends on how the UUI IE
Treatment field on the Trunk Features page of the Trunk Group screen is administered:
If the UUI IE Treatment field is set to Service Provider, the ASAI user data is forwarded
to the PSTN in the ISDN DISCONNECT message. If the UUI IE Treatment field is set to
Shared, the call center-related data described in NCR and Information Forwarding is
forwarded to the PSTN in the ISDN DISCONNECT message. For more information, see “AT&T
In-Band Transfer Connect” in the Avaya Aura® Call Center Elite Feature Reference
document.
SM
You can use the call vector example to begin the AT&T In-Band Transfer Connect service
with non BSR vector programming. To execute the example vector in a non-BSR vector call
flow, apply the guidelines and notes related to the *T announcement format.
Percentage Allocation Routing
Administer Percentage Allocation Routing on the following screens.
Screen name
170
Field name
Vector Directory Number
Destination
Number (select Policy Routing Table and enter the
PRT number)
Policy Routing Table (PRT)
Number
Name
Type
Period
Route-to VDN
Target %
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Proactive Contact switch-classified calls for improved reporting
Proactive Contact switch-classified calls for improved
reporting
Before you begin
Ensure that the field option in the Measured field on the Vector Directory Number screen is
both or external.
Procedure
1. Enter change vdn xxx, where xxx is the VDN number.
2. On page 2 of the Vector Directory Number screen, set the options for the following
fields:
• Reporting for PC or POM Calls to y.
• PC Predictive Reports Skill to a skill number from 1 to 8000. You can leave
this field blank to indicate use by Proactive Outreach Manager (POM).
3. Press Enter to save the changes.
Proactive Contact non switch-classified calls for improved
reporting
Procedure
1. Enter change system-parameters features.
2. On the Feature-Related System Parameters screen, administer the fields as
follows:
• Set Reporting for PC Non-Predictive Calls as y.
• Enter a skill number from 1–8000 in PC Non-Predictive Reports Skill.
3. Press Enter .
Queue Status Indications
Administer Queue Status Indications on the following screens.
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Screen name
Hunt Group
Field name
• Queue Limit
• Calls Warning Threshold (per split or skill or attendant
group)
• Time Warning Threshold (per split or skill or attendant
group)
• Time Warning Port (per split or skill)
• Calls Warning Port (per split or skill)
Station (multi-appearance)
Button/Feature Button Assignments:
• q-calls
• q-time
Attendant Console
Feature Button Assignments:
• atd-qcalls
• atd-qtime
• q-calls
• q-time
System Capacity
Queue Status Buttons
Reason Codes
Administer Reason Codes on the following screens.
Screen name
Field name
System-Parameters Customer-Options
• ACD
• EAS
• Reason Codes
Attendant Console
RC
Agent LoginID
RC
Feature-Related System Parameters
• EAS
• CMS Release (Release 5 and later
configurations, or none)
• Aux Work Reason Code Type
• Logout Reason Code Type
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Redirection on IP Failure
Screen name
Field name
• Two-Digit Aux Work Reason Codes
• Redirection on No Answer Aux Work
Reason Code
• Redirection on OPTIM Failure Aux Work
Reason Code
• IP Failure Aux Work Reason Code
• Maximum Agent Occupancy Aux Work
Reason Code
• ACW Forced Logout Reason Code
• Clock Time Forced Logout Reason Code
• Forced Agent Logout by Location Reason
Code
• Forced Agent Logout by Skill Reason Code
• Forced Agent Aux Work by Location
Reason Code
• Forced Agent Aux Work by Skill Reason
Code
Feature Access Code (FAC) (optional)
• Aux Work Reason Code Type
• Logout Reason Code Type
Language Translations
Line 49
Reason Code Names
All fields
Station
RC for the aux-work button
Redirection on IP Failure
Administer Redirection on IP Failure (ROIF) on the following screens.
Screen name
Feature-Related System Parameters
Field name
• IP Failure AUX Reason Code
• Switch Hook Query Response Timeout
Caution:
If you administer a low value for the switch
hook query time out, the system takes
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Screen name
Field name
agents out of service even when agents
are available to receive calls.
Hunt Group
• Redirection IP/OPTIM Failure to VDN
• Retain Active VDN Context
Setting the switch hook query time out value
When you set the switch hook query time out value, the degree of network congestion or delay
determines the speed of the switch hook query response.
The range value for the switch hook timer is from 500 to 5000 milliseconds (ms). IP hard phones
located geographically close to Communication Manager respond to the timer within the
500-750 ms range. However, IP Agent or one-X® Agent endpoints on a personal computer
take longer to respond, so you must set the timer to more than 2000 ms. In all cases, set the
time out long enough to prevent false triggering. A longer time out period does not delay the
delivery of calls when connectivity is intact as the response to the query returns quickly. The
caller hears a portion of rringback while waiting for a response to the switch hook query with
an auto-answer delivery.
Redirection on No Answer
Administer RONA on the following screens.
Screen name
Field name
Feature-Related System
Parameters
(Page 14 of the screen)
Redirection on No Answer Aux Work Reason Code
Hunt Group
• ACD
• AAS
• Vector
• Controlling Adjunct
• Message Center
• Redirect On No Answer (Rings)
• Redirect On No Answer to VDN
• Retain Active VDN Context
Station (multifunction)
Button Assignments:
• noans-alrt
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Redirection on OPTIM Failure
Note:
You must set Controlling Adjunct to none.
Redirection on OPTIM Failure
Administer ROOF on the following screens.
Screen name
Field name
Feature-Related System Parameters
(Page 14 of the screen)
Redirection on OPTIM Failure Aux Work
Reason Code
Trunk Group
(Page 2 of the screen)
Redirect On OPTIM Failure
Hunt Group
Redirect on IP/OPTIM Failure to VDN
Retain Active VDN Context
Note:
The same treatment applies for ROOF and ROIF for the same hunt group. The two fields
controlling the redirection, Redirect on IP/OPTIM Failure to VDN and Retain Active VDN
Context, are the same for ROOF as well as ROIF.
About setting the ROOF value
The range for the ROOF field is 250 - 32000 milliseconds (ms). The default value for this field
is 5000 ms. If agents are erroneously being placed in the Aux Work mode when agents actually
are available, you must increase the Redirect On Off-Premises Telephony Integration and
Mobility (OPTIM) Failure value.
Remote Logout of Agent
You can use Remote Logout of Agent only if the user permissions are administered
appropriately for the person or VDN attempting to use the feature. You must ensure that the
required users have the permission to use this feature.
The feature user must:
• Be in the same Tenant Partition as the agent as set on the Tenant screen.
• Have the Remote Logout COR permission set on the Class of Restriction screen.
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• Have console permission set on the COS screen for local users.
• Have a Call Center release set to 9.1 or later set on the System-Parameters CustomerOptions screen.
Administer Remote Logout of Agent on the following screens.
Screen name
Field name
Class of Service (COS)
Set Console Permissions to y
Class of Restriction (COR)
Set Remote Logout of Agent to y
Feature Access Code
Set Remote Logout of Agent Access Code to the desired
dial code
Reporting adjuncts on Communication Manager
If you are using Call Center Release 4.0 or later, there are two fields dedicated to each of the
reporting adjuncts, Avaya Call Management System and Avaya IQ. You can set each field to
CMS or Avaya IQ or both. Configurations with both reporting adjuncts are supported for all
compatible combinations with a particular Communication Manager release starting with
Communication Manager R4.0, Call Management System R13.1, and R14 Call Management
System and Avaya IQ R4.0. High availability configurations are also supported.
Adding the reporting adjunct nodes
Procedure
1. Type change node-names ip.
2. Type the host name and IP address of each reporting adjunct.
For Avaya IQ, type the host name and IP address for the Data Collection Host that
will monitor the communication server as a CCR adjunct.
Administering the Communication Manager server-to-Avaya IQ
interface
About this task
When using Avaya IQ as a reporting adjunct, ensure that the EAS field is enabled on the
Feature-Related System Parameters screen. You must administer Communication Manager
to create and send UCIDs.
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Reporting adjuncts on Communication Manager
Perform the following steps to administer creating and sending of UCIDs:
Procedure
1. Enter change system-parameters features.
2. On page 5 of the Feature-Related System Parameters screen, set Create
Universal Call ID (UCID) to y.
3. On page 5 of the Feature-Related System Parameters screen, set the UCID
Network Node ID to a unique 5-digit value from 1 to 32,767.
4. On page 13 of the Feature-Related System Parameters screen, set Send UCID to
ASAI to y.
Note:
For information on administering the interface between Communication Manager
and Avaya IQ, see the Administering Avaya IQ document.
Measured trunks versus unmeasured facilities
Unmeasured facilities are not actual trunks, but are tracking records on the Avaya Call
Management System (CMS).
Avaya IQ does not require data allocation for the unmeasured facilities. The number of
measured trunks is based on the communication server capacity that Avaya IQ is monitoring.
Avaya IQ does not require data storage allocation for unmeasured facilities.
Communication server-to-CMS interface
For information on administering the interface between the communication server and the
CMS, see the Avaya Call Management System Switch Connections, Administration and
Troubleshooting document.
CMS Measurements
Screen name
Field name
Hunt Group
Measured
Trunk Group (All)
Measured
Vector Directory Number
Measured
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Administering CMS and Avaya IQ at the same time with
Communication Manager
Procedure
1. Enter change system-parameters features.
2. On page 12 of the Feature-Related System Parameters screen, enter the
appropriate value for the fields under Reporting Adjunct Release.
CMS (appl mis) field setting
IQ (appl ccr) field setting
R12
blank
R13
blank
R13.1
4.0
R14
4.0
R14.1
4.0
R15/R16
5.0
R16.1/R16.x
5.1/5.2
To use CMS R17.0, set CMS (appl
mis) to R16.1/R16.x for SPI
language 23 support
blank
4.0
5.0
5.1/5.2
Note:
This is the only allowed entry if the
dial plan is set to more than seven
digits for any entity unless CMS
R16 or later or the expanded dial
plan Special Application SA9062
is active and CMS is R14.1 or
later.
The default is blank for both fields.
3. Enter change communication-interface processor-channels.
4. In the next available Proc Chan row, set Enable to y.
5. For CMS, set Appl to mis.
6. Set Mode to s.
7. Set Link to the data link that is administered to communicate with the adjunct.
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Service Hours Table
8. Set Chan to an unused value in the range allotted to the link type being used for
this channel.
9. Select the Node name from the drop-down list.
10. Set Port to 0.
11. Set Local/Remote to 1.
12. To administer the Avaya IQ system, repeat Steps 1 through 11. In Step 5, set Appl
to ccr.
Service Hours Table
Procedure
1. Type add service-hours-table x on the command line, where x = 1-999
2. Enter values in the following fields:
• Description
• Use time adjustments from location
• Start
• End
Related topics:
Service Hours Table field descriptions on page 77
Service Level Maximizer
Important:
Set the Service Level Maximizer (SLM) field to y before setting the service level targets.
Contact your Avaya account representative if System-Parameters Customer-Options
screen indicates that any of the required feature selections are not active.
display system-parameters customer-options
Administration
command
Screen name
System-Parameters Customer-Options
Call Center optional features on page 6
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display system-parameters customer-options
Administration
command
Required fields
Business Advocate n
Note:
Do not set SLM to y with Avaya Business
Advocate.
Service Level
Maximizer
y
Expert Agent
Selection
y
change hunt-group
Administration
command
Screen name
Hunt Group
Required fields
Group Type
slm
Service Level Target (% Default service level target values are set
in sec)
to 80 percent in 20 seconds.
Maximum Auto Reserve The default value for this field is set to 0.
Agents
Valid entries range from 0 to 9.
Service Observing
Administer Service Observing on the following screens.
Screen name
System-Parameters
Customer-Options
Field name
• Service Observing (Basic): For basic or Logical Agent ID
observing
• Service Observing (Remote/By FAC): For remote
observing or observing using Feature Access Code (FAC)
• Service Observing (VDNs): For VDN observing
• Vectoring (Prompting): For vector-initiated observing
Class of Restriction
• Can Be Service Observed: For agents
• Can Be A Service Observer: For supervisors
• Service Observing by Recording Device
• Service Observing Permissions: COR table on page 14
of the Class of Restriction screen
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Service Observing with Multiple Observers
Screen name
Feature-Related System
Parameters
Field name
• Expert Agent Selection (EAS) Enabled
• Service Observing: Warning Tone
• Service Observing/SSC Allowed with Exclusion
Station
Feature Button Assignment
• serv-obsrv
Feature Access Code
(FAC)
• Service Observing Listen Only Access Code (remote by
FAC, VDN, Logical Agent ID)
• Service Observing Listen/Talk Access Code (remote by
FAC, VDN, Logical Agent ID)
• Service Observing No Talk Access Code (remote by
FAC, VDN, Logical Agent ID)
• Service Observing Next Call Listen Only Access Code
• Service Observing by Location Listen Only Access
Code
• Service Observing by Location Listen/Talk Access
Code
Vector Directory Number
(VDN)
Observe on Agent Answer
Service Observing with Multiple Observers
Before you begin
To use Service Observing with Multiple Observers, administer the following fields:
• On the System Parameter Customer-Options screen, ensure that Call Center Release
is 4.0 or later.
• On the System Parameter Customer-Options screen, enter y in the Service Observing
(Basic) field.
• On the Class of Restriction screen, enter y in the Can Be A Service Observer field to
be an observer or in the Can Be Service Observed field to be observed.
Procedure
1. Enter change system-parameters features.
2. On page 11 of the Features-Related System Parameters screen, enter y in the
Allow Two Observers in Same Call field and press Enter.
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3. Perform the following steps to use a recording device:
a. Enter change cor x.
b. On page 2 of the Class of Restriction screen, enter y in the Service Observing
by Recording Device field for the COR to be used for the recording device line
appearance and press Enter.
Universal Call ID
Use the System Administration Terminal (SAT) screen or a terminal emulator to access the
Communication Manager administration.
To administer Universal Call ID (UCID) on Communication Manager, complete the following
tasks in the specified order.
Task
Description
Task A
Check the ASAI interface before activating UCID.
Task B
Set Communication Manager to create and send UCIDs.
Task C
Activate UCID transmission on the trunk groups.
Task A: Check ASAI interface before enabling UCID
About this task
If you do not perform this procedure, you may encounter the ASAI Interface feature
not assigned error message in later steps.
Screen name
SystemParameters
CustomerOptions
Field name
ASAI Interface
Purpose
Field setting
Global setting to send UCIDs
to ASAI
Optional
To check the ASAI interface:
Procedure
1. In the command line, enter change system-parameters customeroptions and press Enter.
2. Set the ASAI Interface field to y.
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Universal Call ID
3. Log out and log back in if this and any other fields in this screen have changed.
Task B: Set the communication server to create and send UCIDs
About this task
Administer each communication server to create and send UCIDs. The communication server
passes along an already-created UCID if you do not administer the server.
Screen name
Feature-Related
System Parameters
Field name
Purpose
Optional
Create Universal Call ID To generate a UCID for
(UCID)
each call when
necessary.
N
UCID Network Node ID
Important component of
the UCID tag.
N
Send UCID to ASAI
So that ASAI receives
UCIDs.
Y
Adjunct CMS Release
So that CMS receives
UCIDs.
Y
Procedure
1. If your network includes CMS and you want CMS to track UCIDs, enter busyout
mis processor channel ID in the command line.
If not, go to Step 2.
2. Enter change system-parameters feature in the command line.
3. On page 5 of the Feature-Related System Parameters screen, set the Create
Universal Call ID (UCID) field to y.
4. Enter the node ID number from 1 to 32,767 in the UCID Network Node ID field.
Caution:
You must use a unique UCID Network Node ID number for every communication
server and IVR.
5. If your network includes ASAI, go to page 13 of the ASAI screen.
If not, go to Step 8.
6. Set the Send UCID to ASAI field to y.
7. If you entered the busyout mis command, go to Step 9.
If not, Task B is complete. Press Enter to save your work and go to Task C.
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8. On page 12 of the screen, enter R3V6 or a later CMS release in the Adjunct CMS
Release field. Press Enter to save your work.
9. Enter release mis in the command line.
Task C: Enable UCID transmission on trunk groups
About this task
Administer UCID on a trunk group basis for relay over ISDN trunks.
Screen
name
Trunk
Group
Field name
Group Type
Description
Set the group type as ISDN.
Optional
N
Note:
The group type is available only if
you enable ISDN-PRI or ISDN-BRI
Trunks or both on page 4 of the
System-Parameters CustomerOptions screen.
Supplementary
Service
Protocol
This field is available only for ISDN
trunk groups. Set the field entry as b
for QSIG or other entries for UUI.
N
Send UCID
Allows or blocks UCID transmission.
N
Administer UCID on a trunk group basis for relay over SIP trunks.
Screen
name
Trunk
Group
Field name
Description
Optional
Group Type
Set the group type as SIP.
N
UUI IE
Treatment
Set the treatment to shared.
N
Send UCID
Allows or blocks UCID transmission.
N
Note:
The field is available only if you set
the UUI IE Treatment field to
shared.
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User-to-User Information transport for ISDN trunks
Procedure
1. In the command line, enter change trunk-group n, where n is the number of
the trunk group. Press Enter.
2. On page 1 of the Trunk Group screen, enter SIP or ISDN in the Group Type field
based on the trunk type you plan to use.
3. ISDN trunks: On page 2, enter b in the Supplementary Service Protocol field for
QSIG or other field entries for UUI.
4. SIP trunks: On page 3, enter shared in the UUI IE Treatment field.
5. Set the Send UCID field to y and press Enter to save your changes.
User-to-User Information transport for ISDN trunks
About this task
If you are using shared UUI IE and a supplementary service protocol other than b, you must
set the UUI IE Treatment field on the Trunk Group screen to shared for outgoing and incoming
trunks at the remote end. Use the protocol options other than b to relay information in nonQSIG networks.
With QSIG and supplementary service protocol of type b, you must administer a shared UUI
IE treatment to include the ASAI user information with MSI transport.
Note:
If you set the UUI IE Treatment field to service-provider, Communication Manager
forwards the ASAI user data in a nonshared codeset 0 UUI IE when forwarding the other
data as MSI.
Administer the following fields on the Trunk Group screen.
Screen
name
Field name
Trunk Group UUI IE
Treatment
Purpose
Set field to either:
• shared for trunk groups connected to
Communication Manager.
Optional
Yes, but do not
leave the field
blank.
• service-provider for trunk groups
connected to Communication Manager
releases prior to R6.3 or for service
provider functionality.
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Screen
name
Field name
Purpose
Optional
Maximum Set according to what the network supports. Yes
Size of UUI The default is 128, for private networking.
IE
Contents
Shared
UUI
Feature
Priority
fields
Set the priority for each type of user data
such as UCID, ASAI, and other application
information. Use the field only for non-QSIG
trunk groups.
Yes, but
information is
not sent if you
leave the field
blank.
For more information on UUI-related fields, see “ISDN Trunk Group” in the Avaya Aura®
Communication Manager Screen Reference document.
Procedure
1. In the command line, enter change trunk-group n, where n is the number of
the trunk group.
2. If the trunk group is not connected to an early version of Communication Manager
or you do not require the service provider functionality, enter shared in the UUI
Treatment field on page 3 of the Trunk Group screen.
Caution:
For service provider functionality, do not enter shared in the UUI IE
Treatment field. The default field setting is service-provider.
3. To change the default size of 128 bytes in the Maximum Size of UUI IE
Contents field, enter the number for the maximum UUI IE size.
Note:
For non-QSIG networks, if you enter shared and the Send Codeset 6/7 LAI
trunk group field is set to y, you can send the LAI information twice, unless the
priorities of the LAI Name and Other LAI data items are left blank. For QSIG
networks, LAI information is always sent exceeding the maximum ISDN message
size.
You must administer the trunk groups to send an appropriate user information over
the connected network. For example, if the public network supports 32 bytes of user
information and you enter a number greater than 32, the network rejects the entire
UUI IE.
Communication Manager accepts a range from 32 bytes to 128 bytes.
4. On the Shared UUI Feature Priorities page, which can be seen only when you set
the UUI IE Treatment field to shared, leave the default settings or reassign
numbers from 1 to 7. The highest priority for each feature is 1. For information on
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User-to-User Information transport for SIP trunks
user needs, see “Determining user information needs” in the Avaya Aura® Call
Center Elite Feature Reference document.
Note:
If you leave a feature field blank, information on that feature is not relayed in the
UUI IE. If the public network supports less than 128 bytes, you must choose what
feature information to send and set the feature field to a higher priority.
5. Press Enter to save the changes.
User-to-User Information transport for SIP trunks
Administer UUI transport on the SIP Trunk Group screen.
Screen
name
Field name
SIP Trunk
Group
UUI IE
Treatment
Purpose
Set field to shared.
Maximum Set according to what the network
Size of UUI supports. The default is 128, for private
Contents
networking.
Shared
UUI
Feature
Priority
fields
Optional
Yes, but do not
leave the field
blank.
Yes
Set the priority for each type of user data Yes, but the
such as UCID, ASAI, and other
information is not
application information.
sent if you leave
the field blank.
Administering UUI transport for SIP trunks
Procedure
1. In the command line, enter change trunk-group n, where n is the number of
the trunk group.
2. On page 3, enter shared in the UUI Treatment field.
3. To change the default size of 128 bytes in the Maximum Size of UUI IE
Contents field, enter the number for the maximum UUI IE size.
To keep the default size, go to Step 4.
You must administer the trunk groups to send the appropriate amount of user
information over the connected network. For example, if the public network only
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supports 32 bytes of user information and you enter a number larger than 32, the
network rejects the entire UUI.
The communication server accepts a range from 32 to 128.
4. On the Shared UUI Feature Priorities page, which displays only when the UUI
Treatment field is set to shared, leave the default settings or reassign numbers
from 1 to 6. The highest priority for each feature is 1.
Note:
If you leave a feature field blank, information on that feature does not transport
in the UUI IE. If the public network supports less than 128 bytes, you must choose
what feature information to send and set the feature field to a higher priority.
5. Press Enter to save the changes.
VDN in a Coverage Path
Administer VDN in a Coverage Path (VICP) on the following screens.
Screen name
Fields
Coverage Path
All fields
Call Vector
All fields
Vector Directory Number
All fields
For each coverage path, you can assign up to six coverage points from Point 1 to Point 6.
Note:
Calls in a vector will cover twice only if you enable the Cvg Enabled for VDN Route-to
Party field on the Coverage Path screen. The default value is n.
VDN of Origin Announcement
Administer VDN of Origin Announcement (VOA) on the following screens.
Screen name
Attendant Console
Field name
Feature Button Assignments:
• VOA Repeat
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VDN Return Destination
Screen name
Field name
Class of Restriction
VDN of Origin Announcements
Feature-Related System Parameters
Hear Zip Tone Following VOA
Announcements/Audio Sources
All
Vector Directory Number (VDN)
VDN of Origin Annc. Extension
Phones
Feature button assignments:
• VOA Repeat
• Announcements/Audio Sources: You can administer aux-trunk types with queue,
without queue, and with barge-in. You can administer integrated types with
queue and without queue. Do not administer analog and integrated repeating
announcement types as VOAs.
Note:
Ensure that the VDN for which you are administering a VOA is in a vector command
line.
VDN Return Destination
Administer the Return Destination field on the Vector Directory Number screen.
Screen name
Vector Directory Number
Field name
Return Destination
Associated field: Call Origin
VDN Time Zone Offset
Administer VDN Time Zone Offset using the VDN Time-Zone Offset field on the Vector
Directory Number screen. Assign the offset as follows:
[+ or -] [0 - 23] : [0 - 59]
0 - 23 = hours
0 - 59 = minutes
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The offset changes the server local time used for the Time-of-Day (TOD) conditionals in the
vectors processed for the VDN to the VDN local time.
• Use the minus (-) sign if the VDN local time is earlier than the server local time.
• Use the plus (+) sign if the VDN local time is later than the server local time.
Voice Response Integration
When you set Call Prompting to y, the system collects digits from the caller and an Interactive
Voice Response (IVR) unit to return data. You must set Call Prompting to y to administer the
Converse Data Return Code and use the digits keyword for the <data_1> or <data_2> fields
on the converse-on command.
Screen name
Field name
System-Parameters Customer-Options
Call Prompting
Feature Access Code (FAC)
Converse Data Return Code
Feature-Related System Parameters
Converse Delay Data1/Data2
Converse Signaling Tone/Pause
Call Vector
All fields
VuStats
Administer VuStats on the following screens.
Screen name
Field name
System-Parameters Customer-Options
• ACD
• BCMS/VuStats Login ID
• BCMS/VuStats Service Level
• VuStats or VuStats (G3V4 Enhanced)
Feature-Related System Parameters
• ACD Login Identification Length
• BCMS/VuStats Measurement Interval
• BCMS/VuStats Abandoned Call Timer
• Validate BCMS/VuStats Login IDs
• Clear VuStats Shift Data
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VuStats
Screen name
Field name
Trunk Group
Measured
Attendant Console
Feature Buttons
BCMS/VuStats Login ID
• Login ID
• Name
Hunt Group
• ACD
• Acceptable Service Level
• Measured
• Objective
Station
Feature buttons
Vector Directory Number (VDN)
• Acceptable Service Level
• Measured
VuStats
All fields
Use the change system-parameter customer-options command to ensure that ACD,
BCMS/VuStats Login IDs, BCMS/VuStats Service Level, and VuStats or VuStats (G3V4
Enhanced) are set to y.
Agent Login ID screen for VuStats
Administer the Agent Login ID screen for EAS. With EAS, VuStats accesses agent and agentextension object type information based on agent login ID. Agents logging in with agent IDs
that are administered on this screen or the BCMS/VuStats Login ID screen can view their
statistics on any VuStats phone. If agent IDs are not administered, VuStats displays only
statistics collected for the agent extension.
Attendant Console
Administer the vu-display feature button to allow an attendant to display VuStats statistics.
You can administer any number of VuStats buttons.
Field name
Fmt
Administering Call Center Elite 6.3
Description
When you assign VuStats feature buttons, the system displays an
Fmt field. You can associate a vu-display button with a particular
display format. The Fmt value identifies the VuStats format used to
display the information. Specify 1 - 50 in the Fmt field, where 1 is
the default format.
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Field name
ID number
Description
(Optional) Administer an ID number for each vu-display button. Use
the ID number to define the agent, split or skill, trunk group, or the
VDN that the VuStats display describes. The ID can be an agent login
ID or extension number, a split or skill or trunk group number, or a
VDN extension. For example, administer a vu-display button with
split or skill ID 6 to view statistics for split or skill number 6.
Do not administer IDs for VuStats displays with the agent object type.
Agent object type displays are limited to statistics for the logged-in
agent.
With IDs, supervisors and agents can bypass entering an agent
extension, split or skill, or VDN number when viewing statistics. You
can also use IDs to limit access to certain statistics to designated
phones.
BCMS/VuStats Login ID
Administer agent login IDs if you do not have EAS. You can use BCMS/VuStats login IDs to
track statistics by a specific agent rather than by an extension number. Use any character,
except a space, as a placeholder for data in Format Description text. The default is $. Each
character holds a place for one character of data.
Feature-Related System-Parameters
Field name
192
Description
ACD Login Identification Length
Defines the ACD login ID length and the BCMS
login ID length.
If you are not using EAS, enter a number from 1
to 9 that identifies the length of agent login IDs
used by BCMS or VuStats. If you are not using
BCMS or VuStats login IDs, accept the default 0.
Coordinate with the BCMS administrator before
you make changes to this field.
BCMS/VuStats Measurement Interval
Determines how frequently BCMS polls and
records data for BCMS reports and VuStats
displays. Set this field to half-hour or hour.
If you specify hour, an entire day of traffic
information is available for BCMS history reports.
Otherwise, only half a day is available. The
maximum number of measurement intervals is 25,
including the current interval.
BCMS/VuStats Abandon Call Timer
The number of seconds a call can last and still be
recorded as an abandoned call. Set this field to
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VuStats
Field name
Description
1-10, or leave blank. For example, if you set this
field to 5, a call can last up to 5 seconds and be
recorded as abandoned. Very short calls are,
therefore, not included as ACD calls in BCMS and
VuStats statistics. Abandoned time is measured
from the time the call is answered until the agent
hangs up. The time that an agent is on a call that
is within the abandon call timer value is recorded
as total Aux time with the default reason code. Use
this timer if your CO does not provide disconnect
supervision.
Validate BCMS/VuStats Login IDs
Set to n to allow entry of any ACD login of the
proper length. Set to y to allow entry only of login
IDs that have been entered on the BCMS/VuStats
Login-ID screen.
Clear VuStats Shift Data
Set to on-login or at-midnight to specify
when shift data for an agent is cleared.
Hunt Group
Field name
Description
ACD
Set this field to y.
Acceptable Service Level
Specify the number of seconds within which
calls to this hunt group must be answered.
BCMS and VuStats use the value to
determine the percentage of calls that meet
the acceptable service level.
Measured
Set this field to internal or both. Set
internal to record statistics for BCMS/
VuStats. Set both to record statistics for
BCMS/VuStats and CMS.
Objective
Specify an objective, or goal, for the split or
skill. Examples include an agent objective of
a number of ACD calls to be handled, an
average talk time, or a percent of calls to be
answered within the acceptable service
level.
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Trunk Group
For each trunk group that has VuStats display statistics, set the Measured field to internal
or both. Specify internal to record statistics for BCMS/VuStats. Specify both to record
statistics for BCMS/VuStats and CMS.
Station
Administer the VuStats feature button (vu-display) so that agents can view the VuStats
statistics.
Vector Directory Number
For each VDN that has statistics displayed by VuStats, administer the following fields:
Field name
Description
Acceptable Service Level
Specify the number of seconds within which
calls to the VDN must be answered. BCMS
and VuStats use the value to determine the
percentage of calls that meet the acceptable
service level.
Measured
Set the field to internal or both. Set
internal to record statistics for BCMS/
VuStats. Set both to record statistics for
BCMS/VuStats and CMS.
Zip Tone Burst for Callmaster® Endpoints
Procedure
On page 13 of the Feature-Related System Parameters screen, administer the Zip
Tone Burst for Callmaster Endpoints field as single or double.
Administering the field as single eliminates the second burst of zip tone or ICI tone
reducing:
• The time for an agent to begin a conversation with the caller.
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Zip Tone Burst for Callmaster® Endpoints
• The possibility of an agent and a caller hearing an open mike background noise
between the first tone and second tone.
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Chapter 4: Administering the 96X1 SIP
agent deskphones
For information about configuring the 96X1 SIP agent deskphones with Call Center Elite, see Using Avaya
96X1 SIP Agent Deskphones with Avaya Aura® Call Center Elite.
Use the Logged-In SIP EAS Agent field on the Call Center page of the System-Parameters CustomerOptions screen to restrict the maximum number of logged-in SIP EAS agents. The license file usually
determines the maximum field value. To view the limit set in the license file, enter the display
capacity command.
The 96X1 SIP deskphones use the Avaya Outboard Proxy SIP (OPS) features on the trunk side of
Communication Manager.
Note:
You can assign only one ops type on the Off-PBX-Telephone Station-Mapping screen.
Before you begin
To select the Station Type field value as a 96X1SIPCC type phone:
• Ensure the Call Center release is 6.0 or later.
• Set the EAS field on the Feature-Related System Parameters screen to y.
Procedure
1. Configure the Avaya 96X1 agent deskphones as one of the following 96XISIPCC types on the
Station screen:
• 9608SIPCC
• 9611SIPCC
• 9621SIPCC
• 9641SIPCC
Note:
After you set the Station Type field to one of the 96X1SIPCC type phone, you cannot
administer the release button since the SIP phone provides the Release and Drop
functionalities during a call and conference respectively.
2. Set Measured on the Trunk Group screen is set to none to ensure that the trunk groups for
SIP signaling to SIP stations are not measured and to prevent CMS or Avaya IQ reporting
issues, including loss of reporting. Use dedicated trunk groups for SIP signaling to stations that
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are not shared with call routing SIP trunk groups. For more information, see Dedicating station
and call routing SIP trunk groups on page 198.
3. Administer the following work buttons:
• auto-in or manual-in
• aux-work
• acw. This button is optional.
• agent-login. This button toggles to agent-logout after an agent logs in. You must
administer the login/logout button on the SIP phones since the login/logout FACs do not
work with the SIP phones.
Note:
The Agent Greetings feature is unavailable with the 96x1 SIP deskphones. The feature is
supported only with phones that use the Avaya one-X® Deskphone H.323 application. Call
Center features, such as login and logout, function differently in the 96X1 SIP deskphones
as the features use the capabilities of the Avaya SIP architecture.
Dedicating station and call routing SIP trunk groups
It is important that SIP agent deskphones use dedicated trunks to Session Manager and that
Call Management System (CMS) or Avaya IQ do not measure the trunk groups. Therefore,
use private settings to ensure that the trunks that are used for Off-PBX Telephone Integration
and Mobility (OPTIM) Off-PBX Station (OPS) signaling with SIP agent deskphones are from
the dedicated SIP trunk groups. To prevent agent extension manipulation, set the trunk group
to private and the number format on the route pattern to unk-unk.
Procedure
1. Add the SIP trunks on the Private Numbering and the Public Unknown
Numbering screens.
2. Do not add extra digits to the station extensions and agent extensions on the Private
Numbering or the Public Unknown Numbering screens. The extra digits might cause
Session Manager to send calls to Communication Manager for further processing
without terminating the calls to the 96X1 SIP agent deskphones. If the private
unknown numbering modifies the agent extensions, the agent can log out and then
log in to a station but cannot change the work state using the feature buttons.
3. Ensure that Session Manager has two entities for Communication Manager: one
for inbound traffic and the other for agent deskphone traffic. All SIP trunks must be
on the Processor Ethernet (PE) interface.
4. Ensure that the signaling groups for the deskphone SIP OPS signaling trunk groups
have a listen port number that is different from the listen port number of the inbound
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Dedicating station and call routing SIP trunk groups
SIP trunking signal groups and that the trunk groups are dedicated for each
function.
5. The Session Manager Profile configuration for the SIP agent deskphones must point
to the Communication Manager entity that has been defined for the OPS trunk
(station) signaling in the Origination Application Sequence field and the
Termination Application Sequence field. Otherwise, the appropriate station
signaling trunks are not used to deliver calls to the SIP agent deskphones. This is
important with an existing configuration that uses the same Communication
Manager entity for all traffic and now you want to separate it into dedicated inbound
trunking and OPS signaling trunking.
6. Administer Sequenced Applications for users based on whether the user is on the
originating or on the terminating side of a call. When designing sequences for
applications that act on the deskphones that are controlled by Communication
Manager Evolution Server, Communication Manager must be the last application
defined on the origination side of a call and the first application defined on the
termination side of the call. An Evolution Server must be the last application in the
origination sequence and the first application in the termination sequence because
the Evolution Server uses the full call model for call processing and all origination
and termination feature processing occurs on the origination side of the call. For
more information, see Implementing End-to-End SIP.
7. For dedicated trunk groups that are used for agent deskphone signaling with
Session Manager, you must set Measured on the Trunk Group screen to none to
prevent CMS or Avaya IQ reporting issues, including loss of reporting.
Administering the Signaling Group screen
Procedure
1. Set Group Type to SIP.
2. Ensure that IMS Enabled is set to n.
3. Set Transport Method to tls.
4. Set Near-end Listen Port and Far-end Listen Port. You must administer separate
SIP entities on Session Manager that map to different signaling groups in
Communication Manager to configure dedicated trunking for inbound trunks and for
OPS station signaling trunks. Session Manager must have two entities for
Communication Manager: one for inbound traffic and the other for agent phone
traffic. For example, use the following settings if you are using the TLS protocol.
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Communication Manager side
settings
Session Manager side settings
Station signaling
SIP entities
Signaling-group 1: Set Near-end
Listen Port to 5062 and Far-end
Listen Port to 5062
CM1OPS, CMTRNK1, and SM1. Both
the CM1xx entities must point to the
same Communication Manager Fully
Qualified Domain Name (FQDN)
Inbound trunk signaling
Entity links
Signaling-group 2: Set Near-end
Listen Port to 5061 and Far-end
Listen Port to 5061
• Entity Link 1: SM1 port 5062 to
CM1OPS port 5062
• Entity Link 2: SM1 port 5061 to
CM1TRNK port 5061
For TCP, use port 5060 instead of 5061.
Note:
With the sample configuration, signaling-group 1 and entity link 1 are logically
paired-up to handle SIP OPS station signaling, and signaling-group 2 and entity
link 2 are logically paired-up to handle inbound call signaling. However, you must
administer appropriate routing in Session Manager, as well as in Communication
Manager, to ensure that the appropriate traffic is routed over the appropriate
signaling facilities. You can add additional signaling groups on Communication
Manager by using the same entity links defined in Session Manager, as indicated
in the table, as more OPS signaling trunks and more inbound signaling trunks
might be required in Communication Manager to handle the required call traffic
load and the required number of SIP agent deskphones.
5. Set DTMF over IP to rtp-payload.
6. Set Session Establishment Timer to 3, which is the recommended time period for
call center use.
7. Set Far-end Network Region to any number from 1 to 250 that represents the
region of Session Manager.
8. Set Far-end Domain to the IP address of the SIP domain.
9. Set Initial IP-IP Direct Media to n. This is necessary to prevent unexpected
interactions with the Call Center Elite features as some features depend on the
media that Communication Manager handles during the first few seconds.
10. Set Direct IP-IP Audio Connections to y.
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Dedicating station and call routing SIP trunk groups
Administering the Trunk Group screen
The following procedure and settings refer to the trunk groups that are used only for SIP
signaling to the SIP agent deskphones.
Procedure
1. Set Group Type to SIP.
2. Set Signaling Group to the number of the signaling group defined on the Signaling
Group screen.
3. Set Number of Members to the number of 96X1 SIP phones that the trunk will
support. Communication Manager automatically assigns the IP port numbers.
4. Set Redirect on OPTIM Failure (ROOF) to 5000 (5 seconds).
5. Set Preferred Minimum Session Refresh Interval (sec) to a value between 90 to
64800. The default setting is 600. To prevent spikes in the processor occupancy,
set the field to a value that is greater than the sum of the average call handling time
and the average call queuing time. For example, if the average call queuing time is
3 minutes and the average call handling time is 10 minutes, set the field to a value
that is greater than 780 seconds.
Note:
Although Communication Manager uses the configured value for outbound calls
when the traffic is relatively low, during peak traffic conditions Communication
Manager increases the session refresh interval value dynamically for protection
against the processor occupancy spikes.
If the service provider network for SIP uses a session refresh interval value that
is higher than the configured value for Preferred Minimum Session Refresh
Interval, but relatively low as compared to the amount of SIP traffic that
Communication Manager is currently handling, Communication Manager rejects
the calls with a 4xx response and includes the suggested session refresh interval
value to use for the call attempt. Therefore, large call centers must ensure that
the service provider network uses a session refresh interval value that is greater
than 1800 seconds within the INVITE message to ensure that Communication
Manager accepts calls in the first attempt, regardless of the SIP call traffic load
that Communication Manager might be handling.
6. Set Measured to none for the signaling trunks to Session Manager.
7. Set Numbering Format to private, which is the default for SIP.
8. Set Show ANSWERED BY on Display to y.
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9. Set Support Request History to y. If the field setting is n, the SIP agent phone
displays do not work properly.
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Chapter 5: Time of Day Clock
Synchronization
With the Time of Day (TOD) Clock Synchronization feature, you can maintain synchronous clock times
across a multisite call center network. Maintenance of accurate TOD settings is important for many
functions such as the following:
• Creation of time stamps for items such as error logs, Malicious Call Trace (MCT) records, and CMS
data.
• Scheduling of a large number of diverse task activities on Communication Manager and the
adjuncts.
TOD synchronization methods
The TOD clock synchronization capabilities are available in Communication Manager releases
with Multiple Locations and Daylight Saving rules. You can use the following methods to
implement TOD clock synchronization:
• NTP/SNTP to administer direct switch synchronization.
• Avaya Site Administration to schedule synchronization tasks.
How to use NTP/SNTP to administer direct switch synchronization
In this method, individual communication servers use either Network Time Protocol (NTP) or
Simple Network Time Protocol (SNTP) to synchronize their Operating System (OS) clocks with
highly accurate Coordinated Universal Time (UTC) from an Internet Time Server. The
Communication Manager clock time also uses the OS clock time.
How to use Avaya Site Administration to schedule synchronization
tasks
In this method, you can use Avaya Site Administration to set up a regularly scheduled
synchronization task for all servers in the call center network. You can use the time from the
system clock of the client computer to synchronize the communication servers. A best practice
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is to run the NTP or SNTP software on the client computer to synchronize the client computer
time with the UTC time from an Internet Time Server.
You can use this method of time synchronization for the following communication servers:
• DEFINITY G3csi
• Avaya DEFINITY Server CSI
• DEFINITY G3si
• Avaya DEFINITY Server SI
• DEFINITY G3r
• Avaya DEFINITY Server R
How to use NTP/SNTP to synchronize the switch to UTC
time
This method applies to Avaya Communication Manager on which the platform OS, Linux or
Windows 2000, uses either NTP or SNTP to obtain highly accurate UTC data from an Internet
Time Server. The time on the OS clock, which is continuously adjusted to match the polled
UTC time, also provides the basis for the Communication Manager clock time. This
synchronization method is accurate to the fraction of a second.
When a multisite network includes Communication Manager that uses this synchronization
method, each Communication Manager maintains its own separate clock time. However, since
all Communication Manager that use this method maintain settings based on UTC time, and
are essentially identical, clock synchronization is still achieved.
For requirements and procedures associated with this screen of clock synchronization, see
the Administering Avaya Aura® Communication Manager document.
How to use Avaya Site Administration to set up a TOD
synchronization schedule
This method for TOD clock synchronization, which applies to certain communication servers,
uses the Avaya Site Administration tool installed on a client computer to set up a
synchronization task schedule.
You must install Avaya Site Administration on the client computer along with the NTP or SNTP
software. Connect the client computer to an Internet Time Server so that the computer can
continuously poll the Internet Time Server for the UTC time. Synchronize the client clock time
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How to use Avaya Site Administration to set up a TOD synchronization schedule
with the clock time of the switches on the network using the Avaya Site Administration Time
Synchronization feature.
On communication servers with software releases prior to R11, the synchronization command
is ignored if the minute time specified for the incoming time is the same as that currently being
counted at the switch. Consequently, this synchronization method is only accurate to within 59
seconds or less on communication servers that are installed with releases prior to R11.
On communication servers that are installed with a software release of R11 or later, if the
minute time specified for the incoming synchronization command is the same as that being
counted at the switch, the minute count on the switch is set back to the 0-second mark for the
minute. When potential network delays are factored in, this method is accurate to within 5
seconds or less.
Prerequisites for using Avaya Site Administration to set up a TOD
synchronization schedule
• You must install and run Avaya Site Administration on the client computer when
synchronization runs are scheduled to occur.
• You must ensure that the client computer can establish a Local Area Network (LAN) or
dialup connection with the target communication servers when synchronization runs are
scheduled to occur.
Important:
Before you set up TOD synchronization tasks in Avaya Site Administration, administer
dedicated synchronization connections from Avaya Site Administration to each
Communication Manager.
• You must install an SNTP/NTP software on the client computer and connect the client
computer to an NTP Time Server through the internet.
• You must configure the Daylight Saving Time (DST) rules on the client computer since
the same rule applies to the computer clock.
Things to know before you set up a synchronization schedule
Read the following details before you use Avaya Site Administration to set up a TOD clock
synchronization schedule.
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Specify offset values in Standard Time equivalents
When you set up a regular schedule for a time synchronization task in Avaya Site
Administration, specify an offset value that reflects the difference in local time between the
client computer and a target Communication Manager location.
Avaya Site Administration uses the set time command to synchronize the Communication
Manager clock time with the clock time of the Avaya Site Administration client. Avaya Site
Administration always sends the set time command in Standard Time. Depending on the
Communication Manager version, one of the following results occur:
• If the receiving Communication Manager is installed with R11 or later, Communication
Manager checks the DST rule specified in the set time command, which is always
Standard Time, and compares the DST rule with the existing rule. Communication
Manager adjusts the incoming synchronization time if a DST rule other than Standard
Time is in effect.
• If the receiving Communication Manager is installed with a release prior to R11,
Communication Manager checks the DST rule specified in the set time command,
which is always Standard Time, and compares the Daylight Saving Rule with the existing
rule. If a DST rule other than Standard Time is in effect, Communication Manager sends
an error message back to Avaya Site Administration. When Avaya Site Administration
receives the error message from Communication Manager, Avaya Site Administration
automatically corrects the synchronization time to comply with the DST rule on the local
computer and resends the adjusted time back to Communication Manager.
When you calculate offset values to use as input in the Avaya Site Administration Time
Synchronization feature, you must perform the following:
• If either the client or the target Communication Manager is located in a time zone where
the DST rule is in effect, convert the local time to reflect the Standard Time rule. A best
practice is to always normalize Communication Manager and client times to Standard
Time before you calculate offset values.
• After you normalize the local times to their Standard Time equivalents, calculate the offset
time as the difference between the local Standard Time at the client end and the local
Standard Time at the Communication Manager end. This value is the offset between the
client computer and Communication Manager that you specify when you use the Avaya
Site Administration Time Synchronization feature.
Possible lag times
You can set up multiple TOD clock synchronization tasks to run simultaneously on the client
computer for possible lag between the synchronization start time on the client and actual run
time at Communication Manager. However, synchronization tasks actually run in sequence.
Actual synchronization run times at Communication Manager may vary from the run time
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How to use Avaya Site Administration to set up a TOD synchronization schedule
specified on the client by several minutes. However, the accuracy of the synchronization setting
is not affected.
EPN locations do not require synchronization
Expansion Port Network (EPN) cabinets that are located in a different time zone from their
connecting Communication Manager do not require separate TOD clock synchronization.
EPNs receives the synchronized clock time from Communication Manager, which is adjusted
according to any settings that are specified in the Locations screen. You can use the change
multiple locations command to access the Locations screen.
Note:
CMS data synchronizes with the Communication Manager time for the ACD from which CMS
data is generated. CMS data uses the same DST rules that apply to Communication
Manager.
Run synchronization tasks during low traffic periods
Avaya Site Administration uses the set time command to adjust the Communication
Manager clock time. Since the Communication Manager traffic can delay the completion of the
set time command, schedule the clock synchronization task to run during a low traffic period
on each Communication Manager.
Run synchronization tasks in the middle of CMS archive intervals
About this task
Avaya Call Management System is designed to run archives at regular intervals of 15 minutes,
30 minutes, or 1 hour. Schedule the synchronization tasks to run near the middle of an archive
interval. The approach minimizes potential redundancies in archive interval records for an
ACD.
For example, an archive interval begins at 09:00. If Communication Manager receives a
synchronization command and changes the Communication Manager clock time to 08:59, a
second archive interval begins when the Communication Manager clock changes to 09:00. In
this case, two archive intervals that have the same 09:00 time stamp are recorded. One interval
extends from 09:00 to 09:01. The other interval also begins at 09:00 and extends for the normal
duration specified for archive intervals on the ACD, which is either 15, 30, or 60 minutes.
To prevent such as situation, schedule synchronization tasks to run near the middle of the
archive interval specified for each ACD.
To determine the Call Management System archive interval length specified for an ACD:
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Procedure
1. Start Avaya Call Management System Supervisor.
2. From the main menu, select:
Tools > System Setup
The CMS System Setup dialog appears.
3. Perform the following:
a. In the Operations list, select Storage Intervals.
b. To retrieve archive interval information on an ACD, select the ACD from the
ACD field box.
4. Select OK.
CMS Supervisor displays the Storage Intervals window, which includes the archive
interval for the ACD.
Designing a TOD clock synchronization schedule
Example of a multisite call center network
The following example scenario shows how to design an Avaya Site Administration Time
Synchronization schedule for a multisite call network that spans several time zones. The
example sites and their respective time zones are shown in the following figure.
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How to use Avaya Site Administration to set up a TOD synchronization schedule
1. Site is not on Daylight Saving Time (DST)
2. British Summer Time (BST) is UK Daylight Saving Time (GMT + 1)
The call center network example in this figure includes four Communication Manager locations
that are located in different time zones. In this example, all Communication Manager and the
client are on Daylight Saving Time, with the exception of Communication Manager 2
(Phoenix).
Using Avaya Site Administration to create a TOD synchronization schedule requires careful
planning and consideration. The steps described in the following page represent the most
error-free method you can use to design your synchronization schedule.
How to determine the location offset values
The Avaya Site Administration Time Synchronization feature sends synchronization messages
specified in Standard Time to Communication Manager using the set time command. To
calculate the offset values that represent the time difference between the Avaya Site
Administration client computer and the Communication Manager locations, normalize all
location times to their Standard Time equivalents.
Important:
Always calculate the offset values based on comparisons between Standard Time
equivalents. If DST rules are not the same for the Avaya Site Administration client location
and a target Communication Manager location, significant synchronization errors can
result.
The following table uses the Communication Manager locations described in the example
scenario to derive correct offset values for the client computer and the Communication
Manager locations.
Note:
The local time listed in the table are random and only to illustrate the time differences
between locations. You can use any set of relative location time.
Local time or normalized standard time
Avaya Site Administration
Client computer in New York
Communication Manager in New
York
Local Time: 06:00 EDST
Local Time: 06:00 EDST
Adjusted Standard Time: 05:00 Adjusted Standard Time: 05:00 EST
EST
Client computer in New York
Communication Manager in Denver
Local Time: 06:00 EDST
Local Time: 04:00 MDST
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value
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Local time or normalized standard time
Calculated offset
value
Adjusted Standard Time: 05:00 Adjusted Standard Time: 03:00 EST
EST
-2
Client computer in New York
Communication Manager in
Phoenix
Local Time: 06:00 EDST
Local Time: 03:00 MST
Adjusted Standard Time: 05:00 Adjusted Standard Time: 03:00
EST (New York)
MST
Client computer in New York
Communication Manager in London
Local Time: 06:00 EDST
Local Time: 11:00 BST
Adjusted Standard Time: 05:00 Adjusted Standard Time: 10:00 BST
EST
-2
+5
The table demonstrates the importance of normalizing all local times to Standard Time when
calculating time offsets. The unadjusted time difference between Denver and New York is 2
hours and the calculated offset is minus 2 hours.
However, despite the fact that the unadjusted time difference between New York and Phoenix
is 3 hours, the calculated offset is also minus 2 hours, which is the same offset value that is
calculated for New York and Denver.
How to determine synchronization run time
After calculating the offset values, you can schedule the synchronization task to run on the
Avaya Site Administration client computer. A best practice is to normalize all local time to
Standard Time equivalents.
The following table shows how to obtain the synchronization task run time from the
Communication Manager locations. The task run time represents the values that are entered
in the Scheduler dialog in Avaya Site Administration.
Note:
Always establish clock synchronization run time on the basis of low traffic time intervals for
Communication Manager. In the following example, a single local Communication Manager
time is used as the synchronization run time for all Communication Manager. In actual
practice, low traffic periods for Communication Manager in a multisite network may not
always be the same for each Communication Manager location.
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Local time or normalized standard time Client computer
for synchronization at a Communication
or
Manager location
Communication
Manager offset
Synchronization run
time set on client
computer
Communication Manager in New York
Local Synchronization Run Time: 03:07
EDST
Adjusted Standard Time: 02:07 EST
0
2:07 AM
-2
0:07 AM
-2
1:07 AM
+5
8:07 AM
Communication Manager in Denver
Local Synchronization Run Time: 03:00
MDST
Adjusted Standard Time: 02:07 EST
Communication Manager in Phoenix
Local Time: 03:07 MST
Adjusted Standard Time:
03:07 MST
Communication Manager in London
Local Time: 03:07 BST
Adjusted Standard Time: 03:07 BST
Synchronization run times must occur during low traffic periods at Communication Manager.
In this example, the simplifying assumption is made that a single low traffic time is common
to all Communication Manager locations. This assumption may not be true for all call center
operations.
Listed offset values are those that were derived in determining synchronization run times.
If the client computer clock is currently set to DST rules, add 1 hour to the synchronization
start time that you specify in the Avaya Site Administration Schedule dialog.
Specify the run time entered in the Schedule dialog of the Avaya Site Administration Time
Synchronization feature in a 12-hour AM/PM time format.
Synchronization run time considerations
If the client computer and the Communication Manager locations do not use the same DST
rules, actual synchronization run time vary by an hour over the course of the year. Depending
on how the DST rules between Communication Manager and client computer vary, the actual
synchronization run time at Communication Manager occurs either one hour earlier or later
than the time specified in Avaya Site Administration. The following basic rules apply:
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Note:
The following exceptions relate only to the synchronization start times. If the offsets are
calculated correctly, the following start time exceptions have no effect on the accuracy of
the synchronization.
• When DST is in effect at Communication Manager but not on the client computer, the
actual synchronization run time at Communication Manager occurs 1 hour later than the
run time that is specified on the client computer.
• When DST is in effect at the client computer but not at Communication Manager, the
actual synchronization run time at Communication Manager occurs 1 hour earlier than
the synchronization run time that is specified on the client computer.
Setting up a TOD synchronization task schedule in Avaya Site
Administration
Before you begin
Before you set up a TOD synchronization task, create dedicated connections from Avaya Site
Administration to each target Communication Manager.
Procedure
1. Start Avaya Site Administration on the client computer and select a Communication
Manager from the drop-down list on the main tool bar.
2. In the browser pane located on the right side of the main application window, select
the Fault & Performance tab.
3. Select the Time Synchronization option.
4. In the Time Synchronization - Properties dialog box that the system displays:
• If the target Communication Manager is located in a different time zone, check
the Offset field and specify the time offset between the client computer and
Communication Manager.
Important:
When different Daylight Saving Time rules are in effect at the Avaya Site
Administration client location and a target Communication Manager
location, synchronization errors can result if you do not calculate offset
values based on Standard Time equivalents.
• Click Next.
5. In the Time Synchronization - Schedule dialog box that the system displays:
• Check the Schedule this task to run field.
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NTP or SNTP and Internet Time Servers
• Click Schedule.
6. Perform the following tasks in the Scheduler dialog box that the system displays:
Important:
Schedule to run the synchronization task during a low traffic period at
Communication Manager. Heavy Communication Manager traffic can delay the
execution of the synchronization command.
a. In the Date field, click the arrow to view the calendar and select a day to start
the synchronization task.
b. In the Time field, enter the time to run the synchronization task.
The time you specify in this field is the time on the client computer and not the
time at the target Communication Manager. To determine the correct time to
enter in the Time field, perform the following tasks:
i. Determine the local time at Communication Manager when the
synchronization runs. If necessary, adjust the local time to the
Standard Time equivalent.
ii. Subtract the offset factor that you used in step 4 from
Communication Manager run time that you derived in the preceding
sub step. The time you calculate is the run time on the client
expressed in Standard Time. If DST is in effect at the client computer,
increase the time by 1 hour to account for DST.
c.
iii. Enter the calculated time in the Time field.
Select one of the following options for the Recurrence Pattern field: frequent,
weekly, or monthly. Enter the time parameters specified with the option.
Note:
If you select the Frequent setting, set the task to run at 24–hour intervals.
d. Click Finish.
e. Verify the synchronization schedule information that you provided on the Time
Synchronization - Schedule dialog that appears, and click Finish.
f. Click Finish on the Time Synchronization - Summary window that the system
displays.
7. Repeat steps 1 through 6 to synchronize any other Communication Manager.
NTP or SNTP and Internet Time Servers
The NTP synchronizes the system time on a computer with that of an Internet Time Server
that has been synchronized to a reference source such as radio, Global Positioning Service
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(GPS) receiver that provides Coordinated Universal Time (UTC). NTP communicates with the
Internet Time Server by using a dialup modem or direct LAN connection.
The SNTP is a basic version of NTP that allows for a greater degree of error, but can still deliver
time to an accuracy on the order of fractions of a second.
SNTP on switch platforms that support direct synchronization
The following Avaya switch platforms can use the SNTP software on the platform OS to directly
synchronize the switch clock to the UTC time from an Internet Time Server:
• Avaya IP600
• DEFINITY One
• Avaya S8000 Media Server
• Avaya S8300 Media Server
• Avaya S8700 Media Server
The platforms listed include either Red Hat Linux or Windows 2000 as the platform OS. The
following conditions are in effect for the SNTP configuration on the systems:
• For Linux platforms, configure the IP addresses for a minimum of three different Internet
Time Servers.
• For Linux platforms, go to the following Web sites for information on how to obtain NTP/
SNTP software:
http://www.ubr.com/clocks/timesw/timesw.html
http://www.ntp.org/software/index.html
• Linux platforms support the authentication/encryption mode provided in NTP/SNTP
version 3 or later support. This capability is not enabled by default.
• Windows 2000 platforms can use only one SNTP client (W32Time), which limits UTC
polling to one Internet Time Server IP address at a time. For more information, see the
“Microsoft Windows 2000” documentation. Search for the keywords Window Time
Service.
• Windows 2000 platforms use the W32Time service for SNTP functions. This service does
not support an authentication/encryption mode for the SNTP protocol.
• W32Time service allows optional polling of a Microsoft network domain controller as the
primary time server. Avaya does not support this configuration.
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Setting up ACD offset times for CMS reporting
Platforms that synchronize through an Avaya Site Administration
client computer
The following Avaya switch platforms must use the Avaya Site Administration Time
Synchronization feature to maintain switch synchronization:
• DEFINITY G3csi
• DEFINITY G3si
• DEFINITY G3r
• Avaya S8100 Media Server
• Avaya S8200 Media Server
• Avaya S8500 Media Server
The following Web sites provide information on how to obtain the NTP/SNTP software for the
Avaya Site Administration client computer:
http://www.ubr.com/clocks/timesw/timesw.html
http://www.ntp.org/software/index.html
Setting up ACD offset times for CMS reporting
The time stamp for CMS data is obtained from the local switch on which the data is generated.
When a CMS system includes ACDs that are located in different time zones, CMS reports
reflect the time zone differences based on unadjusted data. However, you can use Avaya CMS
Supervisor to adjust CMS data derived from remote ACDs so that you to view data from
different time zones in a common time format. The common time format is a more convenient
way to view and assess simultaneous call center activity across time zones.
To adjust CMS data to reflect a common time format, you must:
• Designate a master ACD.
• Determine the appropriate offsets for each remote ACD.
• Set the switch time zone offset values for each ACD in the CMS Supervisor Storage
Windows dialog box.
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Time of Day Clock Synchronization
Setting switch time zone offset values for CMS report times
Procedure
1. In the main Supervisor Controller window of CMS Supervisor, select Tools >
System Setup.
The system displays the CMS System Setup window.
2. In the CMS System Setup window:
a.
b.
c.
d.
Select the Operations tab.
From the displayed list, select Storage Intervals.
In the ACD field, select an ACD.
Select OK.
The system displays the Storage Intervals window.
3. In the Switch time zone offset (-23 to +23) field, enter an offset value that reflects
the time difference between the target ACD and the designated master ACD.
Note:
For instructions on specifying the master ACD, see the Avaya Call Management
System Administration document.
4. On the main menu, select Actions > Modify.
5. Repeat the procedure for any other ACDs that require a switch time zone offset.
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Chapter 6: Recorded announcements
You can use recorded announcements to inform the callers that the call is in queue or that all agents are
busy.
Screen name
Field name
Announcements/Audio Sources (includes
Integrated Announcement Translations)
All fields
Feature Access Code (FAC)
Announcement Access Code
Station
COS
Data Modules (for Save/Restore/Copy)
Netcon Data Module
System Port Data Module (SAP)
Announcement Data Module
All fields
Circuit Pack
All fields
Note:
Complete the Circuit Pack screen only if you
administer the Board Location on the
Announcements/Audio Sources screen or Data
Modules screen and do not have the circuit pack
plugged in.
Feature-Related System Parameters
Note:
Complete this screen only if you plan to use
Recorded Announcements with the screen’s
associated feature. For example, to use
announcements with the Hospitality features,
you must complete the Hospitality screen.
Hospitality
• DID/Tie/ISDN Intercept Treatment
• Controlled Outward Restriction Intercept
Treatment
• Controlled Termination restriction (Do Not
Disturb)
• Controlled Station-to-Station Restriction
• Announcement Type
• Length of Time to Remain Connected to
Announcement
Trunk Groups (All)
Incoming Destination
Coverage Path
Coverage Points
Hunt Group
• First Announcement Extension
• Second Announcement Extension
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Recorded announcements
Screen name
Call Vector
Field name
All fields that require announcements
Note:
For information on adding, recording, saving, copying, restoring, and deleting announcements, see
“Announcements” in the Avaya Aura® Communication Manager Feature Description and
Implementation document.
Recorded announcement types
Analog line types
You can use one of the analog line types to interface with the external announcement machines
for recorded announcements. You can then connect the external announcement machine by
an analog line port.
Analog
The analog announcement type provides an analog phone interface using an analog line port
for use with an announcement or audio source device that emulates analog phones. The
communication server starts playback by applying ringing. The device indicates that the
playback has stopped by going on-hook. The communication server does not indicate to the
device to stop playback.
Use the analog type for announcements that play for a specific period and then go on-hook at
the end. When the device goes on-hook to indicate that the playback ended, the caller listening
to the announcement hears the sound of a click.
Analog-fd
Like the analog type, analog-fd provides an analog line interface and starts the playback with
a ringing sound. However, when there are no callers, the system sends a forward disconnect
signal, that is, an open loop for about one-half second, to the device to stop playback.
Analog-m
Analog-m provides an analog line interface. However, playback does not start with a ringing
sound. Use this announcement type for continuous playing music or audio sources. The device
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Recorded announcement types
stays in an off-hook state when active and goes on-hook when turned off or disconnected. You
can use the announcement type when you set the Q field to b to provide barge-in repeating or
continuous-play announcements.
DS1 types
The DS1 announcement types provide analog-like interfaces with DS1 line ports, which are
called Line Side DS1 or Line Side T1. Each of these types indicate to the announcement,
music, or audio-source device to start playback using the Line Side T1 equivalent of a ringing
sound. The DS1 types also stay off-hook from the device to indicate that the playback is active
and on-hook to indicate that the playback is inactive.
The ds1-id and ds1-sa types provide a forward disconnect using transitions of the A signaling
bit to the device, which indicates when to stop playback. Callers listening to announcements
do not hear clicks when the device disconnects or goes on-hook.
ds1-fd
The ds1-fd announcement type provides a TIA/EIA Foreign eXchange (FX) type DS1 interface.
The forward disconnect signal is a toggle of the A bit from 0 to 1 and then back to 0 after 600
milliseconds. IVR systems use this announcement type for Line Side T1 ports when the
systems are used as an analog-like announcement device.
ds1-sa
The ds1-sa announcement type provides a TIA/EIA special-access type DS1 interface. The
forward disconnect signal is a toggle of the A bit from 1 to 0 and then back to 1 after 600
msecs.
ds1-ops
The ds1-ops announcement type provides a TIA/EIA off-premises-station type DS1 interface
that is used when the device does not support forward disconnect.
Auxiliary trunk types
The Auxiliary Trunk announcement type supports an external announcement machine
connected using a 4-wire auxiliary trunk interface, such as a 15A announcement system. The
communication server indicates to the device to start or stop the playback on the S lead. The
device indicates that the playback is active on the S1 lead.
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Recorded announcements
aux-trunk
Use the Auxiliary Trunk (aux-trunk) announcement type with a 4-wire interface external device
when you want to stop and start the playback using the S1 lead. The external device uses the
S1 lead to indicate the start of the playback.
aux-trk-m
Use the auxiliary trunk music (aux-trk-m) with a 4-wire interface device for continuous music
or audio sources that do not indicate that playback is active on the S1 lead. This announcement
type is used when the Q field is set to b to provide barge-in repeating or continuous-play
announcements.
Integrated types
The Integrated announcement type stores announcements internally on an Integrated
Announcement circuit pack or embedded gateway processor equivalent. This can include
TN2501AP Voice Announcements with LAN (VAL) or an H.248 Media Gateway VAL source.
The TN2501AP circuit pack has 31 ports for playing announcements. The G700 MG VAL
source has 15 play ports while the G350 MG VAL source has 6 play ports.
The following announcement boards or sources are obsolete and not used in the
Communication Manager configurations:
• TN750, TN750B, or TN750C announcement boards
• Co-resident SSP sources (DEFINITY One or S8100)
You can use this announcement type for general, ACD, and vectoring announcements and for
VDN of Origin Announcements.
integ-rep
The integrated-repeating (integ-rep) announcement type provides integrated and repeated
automatic wake-up announcements which is implemented along with the multi-integ hospitality
announcement type. Call center applications in vectoring require the continuous repeating
announcement type.
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When to use recorded announcements
integ-mus
The integ-mus announcement is similar to the integ-rep announcement except that the Q field
is always set to b to provide a continuous, repeating barge-in operation. Use the integ-mus
announcement type to provide music on delay or music on hold.
Note:
Use integ-rep and integ-mus, which are repeating announcements, only in the waittime vector steps. The use of integ-mus or integ-rep in an announcement vector step or a
collect digits step can halt processing of the subsequent vector steps.
When to use recorded announcements
The most common applications for recorded announcement include when:
• Direct Inward Dialed (DID) calls cannot be completed as dialed.
• Incoming private-network access calls cannot be completed as dialed.
• Calls enter a split or skill (first announcement).
• Direct Department Calling, Uniform Call Distribution, or Direct-Agent calls have been in
queue for an assigned interval.
• ACD and Call Vectoring calls have been in queue for an assigned interval.
• A call destination is a recorded-announcement extension.
• A call routes to a vector that contains an announcement step.
• An announcement extension is specified as a coverage point.
• An announcement is the incoming destination of a trunk group.
• A VDN of Origin Announcement (VOA) occurs.
• A Security violation notification occurs.
• The Hospitality Automatic Wakeup feature is in use.
Barge-in
The system connects multiple callers to the beginning of an announcement regardless of the
announcement type. However, you can administer auxiliary trunk announcements, DS1
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announcements, and integrated announcement so callers can listen to an announcement
when the system plays the message. This capability is called barge-in.
Barge-in operational details
When you administer barge-in by setting the Q field to b, only one port plays the announcement
at any one time. When the system routes a call to that announcement, the call immediately
connects to the port and the caller hears the announcement playing. Most administrators
administer barge-in announcements to repeat continually while callers are connected to the
port. In this way, the caller listens until the system plays the entire announcement.
Nonbarge-in operational details
If an announcement port is available when a call arrives, the system connects the call to the
announcement. If an announcement port is not available and the announcement is
administered with no as the queue option, the call does not enter the queue for the
announcement and the caller hears a busy tone or another feedback.
If an announcement port is not available and the announcement is administered with yes as
the queue option, the call enters the announcement queue. When a port becomes available,
the communication server connects the calls waiting in the queue to the beginning of the
announcement. The system first connects the call that has been waiting in queue the longest
and then connects as many calls as possible.
Integrated and externally recorded announcements
With recorded announcements, you can administer integrated announcements and those
recorded on external devices. The external devices connect to the communication server using
analog line circuit packs or auxiliary trunk interfaces, such as TN2183 or TN763.
The system stores an integrated announcement on a VAL source (TN2501AP or H.248 MG
sources). The system can store multiple announcements on each circuit pack depending on
the system capacity.
Each TN2501AP integrated announcement circuit pack:
• Stores up to one hour of uncompressed voice announcements.
• Has 31 playback ports that can play up to 31 simultaneous announcements.
• Has one dedicated port for phone access to be used for recording and playback.
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How to record announcements
The recording time and playback ports for the H.248 MG VAL sources vary by media gateway.
The TN2501AP and H.248 MG VAL sources are connected to the customer LAN for
announcement file transfers by FTP with a computer.
Announcements are wave files that are recorded as CCITT u-law/a-law, 8kHz, 8-bit mono files
using Microsoft Sound Recorder on a computer or using an Avaya switch phone.
Announcements that are stored on a circuit pack can play through any port on the circuit pack.
Announcements that are not administered for barge-in can be played through multiple ports.
Storage type
Storage time
Playback ports
TN2501AP
60 minutes
31
G700 MG
20 minutes
15
G350 MG
10 minutes
6
G450 MG
45 minutes with internal flash
63
memory or 240 minutes with external
compact flash card
G430 MG
45 minutes with internal flash
15
memory or 240 minutes with external
compact flash card
On the Announcements/Audio Sources screen, set the Q field to y to queue each extension
for Integrated Announcements.
Calls hearing integrated announcements at extensions that have a queue are assigned a
queue only when all the ports on the source that contains the announcement are busy. When
a port is available, all callers queued to hear a specific announcement up to the maximum
supported by the server platform are simultaneously connected to that port to hear the
announcement from the beginning. The same queuing pool is used over all integrated
sources.
The communication server controls the announcement queue length for integrated
announcements, but you must set the queue length for analog or aux-trunk announcements.
How to record announcements
You can transfer announcement files to and from a computer or delete over the LAN for the
TN2501AP and H.248 MG VAL sources using the Voice Announcement Manager (VAM)
software or an FTP client in conjunction with System Administration Terminal (SAT)
commands.
Announcements for the Voice Announcement over Local Area Network (VAL) sources can
also be recorded with a phone using the procedures discussed in this section. You can record
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announcements on the TN2501AP circuit packs and for G700 and G350 Gateway embedded
Media VAL ( Virtual VAL or VVAL) announcements using the procedures.
Announcement recording
With the VAL announcement sources, recording by telephone always uses port 1, which is
dedicated for telephone access with the sources. VAL announcement sources also support
recording announcements as .wav files either on a local computer or made by a professional
recording studio. Move the files onto the VAL source using File Transfer Protocol (FTP).
Note:
You cannot use a phone to record an announcement with an audio group assignment. Using
FTP, move each prerecorded file to each of the sources defined for the audio group.
For more information, see the Administering Avaya Aura® Communication Manager
document.
Announcement sessions
You can record, play back, or delete integrated announcements by initiating an announcement
session. You must have console permissions assigned to your Class of Service (COS) for the
internal station or remote access barrier code to initiate an announcement session.
You can start an announcement session by dialing the administered FAC followed by the
announcement extension. If an announcement session is in progress, you will hear a reorder
tone and the system will drop the call.
If the phone session port to an integrated board is in use, you will hear a reorder tone followed
by silence. This indicates that the port is reserved for an announcement session. You can redial
the FAC and extension every 45 seconds to access the port.
Note:
You can use multiple phone sessions with one session associated with each active
integrated announcement board.
Once you access an announcement session, you can dial 1 to record an announcement, 2 to
play an announcement, or 3 to delete an announcement. If the circuit pack memory is more
than 90 percent full, the communication server gives a stutter dial tone when the you try to
access an announcement session. Even if you hear a stutter tone, you can record the
announcement.
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How to record announcements
Recording the announcement
About this task
If you dial 1, the communication server attempts to start a recording session with one of the
following outcomes:
Procedure
1. If an announcement already exists and is protected, you will hear an intercept tone.
Protection status is indicated by y. Hang up and determine the correct
announcement extension to use.
2. If the announcement is currently being played to callers, you will hear the reorder
tone.
3. If the communication server has started the recording session, you will hear a record
tone to record the announcement.
Stop recording the announcement
Procedure
Choose one of the following methods to stop the recording after the announcement is
complete:
• Hybrid, digital, or IP phone: Dial the pound (#) key to end the recording. When you
end the recording with a pound key, you will hear the dial tone, and you can request
a playback, delete, or record over operation. The “#” tones or a click sound produced
when you hang up are not recorded. If the circuit pack memory becomes full during
recording, you will hear a reorder tone, the system will drop you, and the
announcement will not be retained.
• Analog phone: Hang up. Otherwise, ending with a pound key puts a tone in the
message. If you are using an analog phone that is not connected with lineside T1
(DS1 type), Communication Manager records a click when you hang up. After you
hang up, you must redial the FAC plus the announcement extension to start a new
recording session. If the circuit pack memory becomes full during recording, you hear
a reorder tone, Communication Manager drops the call, and does not retain the
announcement.
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Playing back the announcement
About this task
After you complete a recording and hang up, do not immediately dial the extension. The new
announcement remains busy for approximately 15 seconds. To play back the new
announcement, dial the FAC, the announcement extension, and the number two before the
15–second timer expires.
Upon completion of the recording session, Communication Manager sets a timer for 15
seconds. During this interval, the system restricts you to one of two tasks:
Procedure
1. Listen to the announcement just recorded.
2. Record another announcement.
Result
To listen to the announcement before the announcement is available to others, dial the FAC,
the extension, and the number two. The announcement plays the dial tone, you can perform
another operation, such as record a message.
Note:
If a caller attempts to dial an announcement that does not exist, the caller hears silence.
Either the announcement is not recorded or is not sent over the FTP to the board.
Deleting the announcement
Procedure
Dial the feature access code, the extension, and the number three (3) to delete the
announcement.
If an announcement is protected or is currently being played, Communication Manager
does not delete the announcement and you hear a reorder tone. Delete a recorded
announcement before rerecording another announcement with the dial 1 function.
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Recorded announcements for ACD and other call center features
Recorded announcements for ACD and other call center
features
You can use recorded announcements for ACD, Call Vectoring, Call Prompting, Expert Agent
Selection, VDN of Origin Announcement, Direct Department Calling, and UCD.
Recorded announcements and automatic wakeup
Recorded announcements allow Automatic Wakeup to use the built-in integrated
announcement circuit pack or sources in place of the Audichron adjunct.
If you use an integrated, multiple integrated, or external type of announcement for Automatic
Wakeup, you can also administer the announcement to repeat with the integ-rep
announcement type and to allow barge-in as a queue type. The benefit of repeating
announcements and barge-in queues is that you do not need to use a separate port for each
wakeup announcement.
Locally sourced music and announcements
Definitions
Term
Definition
VAL announcement
source
A Voice Announcement with a TN2501AP board.
vVAL announcement
source
A virtual VAL (vVAL) source integrated in a Media Gateway (G700,
G250, G350, G450, and so on). The vVAL source is referred to as
a virtual VAL source or an embedded VAL source.
announcement file
The recorded announcement file that is played for the specific
announcement extension assigned to the audio group. The
announcement file is file-transferred (FTP) with the same file name
into each of the sources listed for the audio group.
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Locally sourced music and announcements
Call centers can use any or all of their VAL or vVAL sources in the gateways as sources for
the same announcement. Locally sourced music offers the following benefits:
• Improves the quality of the audio.
• Reduces resource usage, such as VoIP resources, by selecting the nearest available
source when playing the announcement.
• Provides backup for announcements because a working announcement source with the
same announcement file is selected from the sources if the primary announcement source
is not available.
Audio groups
The VAL or vVAL sources that contain a particular announcement file are assigned to an audio
group, for example, G1. The audio group is then assigned to the announcement or audio
extension port location as a group-sourced location instead of a single-sourced location. The
caller usually hears an announcement from a source that is local to the incoming call trunk
facility.
How the algorithm determines the most local source of an audio
group
The algorithm skips the nonworking sources to find a working source in the group. The audio
group algorithm selects one of the following:
1. A source that is local to the trunk or user in the same media gateway or in the same
group of TDM- or ATM-connected Port Network Gateways (PNGs).
2. A source in a gateway in the same network region.
3. One of the following sources in a gateway in the interconnected network region:
• Adjacent with the most available bandwidth and highest quality codec.
• Non adjacent based on the shortest number of hops.
4. An Inter-Gateway Alternate Routing (IGAR)-connected source on a gateway
interconnected through a PSTN trunk. This selection is based on IGAR percentage
usage.
If you have administered the announcement file extension for queuing and the source that is
selected to play the file has no available playback ports, the request to play the announcement
is held in queue until a port on the source becomes available. With Call Vectoring, the caller
hears the previously-started feedback, such as ringback, until the connection is made to the
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Locally sourced music and announcements
announcement. If you have not administered queuing for that announcement file extension,
the search continues using the above criteria.
Capabilities of locally sourced music and announcements
Single or group sourced recorded announcement extensions as Music On Hold
(MOH) sources
You can use integrated announcement to:
• Assign the announcement to a system MOH source instead of a port location as the
system MOH source.
• Play MOH and music in vectors. As with audio groups, the callers hear music from a local
source. The integrated announcement provides a repeating barge-in operation by
combining the integrated repeating type with a forced assignment of barge-in. To assign
MOH sources, use the Music Sources or the Feature-Related System Parameters screen
if you are not using tenant partitioning.
Separate MOH groups with multiple analog or auxiliary trunk music source port
locations
You can create separate MOH groups that can assign multiple analog or auxiliary trunk music
source port locations. You can assign the MOH groups, for example, group 1, as system MOH
sources instead of a single port location on the Music Sources screen. The music played is
from a local music source of the assigned group.
You can use an announcement or audio source extension with an assigned audio group
anywhere a single-sourced announcement is used. For example, you can use a group-sourced
announcement extension of type integrated in any of the following Call Vectoring
commands:
• announcement xxxxxx
• collect … after announcement xxxxxx
• disconnect after announcement xxxxxx
• wait-time < time > [secs, mins, hrs] hearing [audio source ext ] then [music, ringback,
silence, continue]
Apply a partition-defined system music source as the system music
You can apply a partition-defined system music source with an MOH group or music audio
group-sourced extension of type integrated as the system music using the following
commands:
• wait-time < time > [secs, mins or hrs] hearing music
• wait-time < time > [secs, mins or hrs] hearing [audio source ext ] then music
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Chapter 7: Administering VRUs/IVRs as
station ports
When using Voice Response Units (VRUs) or Interactive Voice Response (IVRs) systems as station ports
in a hunt group or in an ACD split/skill, either as a nonvector-controlled split or accessed using the
converse-on, queue-to, or route-to command, you must administer the station ports on the Station
screen with the type required by the VRU or IVR ports. The following table lists the types for VRU or IVR
ports supported by Communication Manager.
VRU /IVR port
type
Forward
disconnect
C&D tones Station type
support
Description
Analog T&R
—
No
2500
Standard station set interface. Uses
analog line circuit pack such as
TN2135.
Analog T&R
—
Yes
VRU
Provides standard station set
interface with C&D tones support
using the DTMF Feedback Signals
feature.
Lineside
DS1/DS0 or
lineside T1/E1
No
No
ops
OPS is a DS1 type that provides a
TIA/EIA off-premises station type
DS1 interface used where the device
does not require or support forward
disconnect.
Yes
No
ds1fd
ds1fd provides a TIA/EIA Foreign
eXchange (FX) type DS1 interface.
The forward disconnect signal is a
toggle of the A bit from 0 to 1 and
then back to 0 after 600 msecs. This
type is used for Line Side T1/E1 ports
on the IVR system when used as an
analog-like VRU device and is the
recommended method for
interfacing.
Note:
(DS1 Circuit
Packs
(TN767E or
later, or
TN464F or
later must be
equipped.)
Lineside
DS1/DS0 or
lineside T1/E1
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Administering VRUs/IVRs as station ports
VRU /IVR port
type
Forward
disconnect
C&D tones Station type
support
Description
Lineside
DS1/DS0 or
lineside T1/E1
Yes
Yes
VRUFD
VRUFD is the same as ds1fd with
C&D tone support. An IVR system
does not use this type of
administration.
Lineside
DS1/DS0 or
lineside T1/E1
Yes
No
ds1sa
ds1sa provides a TIA/EIA specialaccess type DS1 interface. The
forward disconnect signal is a toggle
of the A bit from 1 to 0 and then back
to 1 after 600 msecs.
Lineside
DS1/DS0 or
lineside T1/E1
Yes
Yes
VRUSA
VRUSA is the same as ds1sa, but
with C&D tone support.
Administering C and D tones for a VRU port
About this task
Connect (C) and Disconnect (D) Tones provides DTMF (touch tone) to a VRU/IVR port when
the incoming caller is on soft hold to indicate the following transfer operation events:
• The VRU-placed call is being connected to the transferred-to agent.
• The caller disconnected while on hold.
Procedure
1. On the System-Parameters Customer-Options screen, set the DTMF Feedback
Signals For VRU field to y.
2. On page 6 of the Feature-Related System Parameters screen, select values for the
Connection and Disconnect fields. Values, such as 0-9, asterisk (*), pound (#),
and A-D, represent the buttons that are included in the 16-button DTMF array.
The default connection and disconnection tones are C and D respectively. The
tones are applied for 350 millisecond with a 100 millisecond pause period.
3. On page 1 of the Station screen of the VRU port, set the type to one of the following:
• VRU (analog line)
• VRUFD (Line Side DS1-FD)
• VRUSA (Line Side DS1-SA)
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Glossary
abandoned call
An incoming call in which the caller hangs up before the call is
answered.
Abbreviated
Dialing
A feature that allows callers to place calls by dialing just one or two
digits.
access code
A 1-digit, 2-digit, or 3-digit dial code that activates or cancels a feature,
or accesses an outgoing trunk.
access trunk
A trunk that connects a main communications system with a tandem
communications system in an Electronic Tandem Network (ETN) on
page 240. You can use an access trunk to connect a system or tandem
to a serving office or service node. Also called an access tie trunk.
ACCUNET
A trademarked name for a family of digital services offered by AT&T in
the United States.
ACD split
A method of routing calls of a similar type among agents in a call center.
Also, a group of extensions that are staffed by agents trained to handle
a certain type of incoming call.
adjunct
A processor that does tasks for another processor and is optional in the
configuration of the other processor. See also application on
page 234.
adjunct-controlled
split
An ACD split that is administered to be controlled by another application.
Agents logged in to such splits must do all telephony work, ACD login,
ACD logout, and work mode changes through the adjunct, except for
auto-available adjunct-controlled splits, wherein agents cannot log in, log
out, or change the work modes.
adjunct-monitored
call
An adjunct-controlled call, active-notification call, or call that provides
event reporting over a domain-control association.
Adjunct Routing
A means of evaluating calls before the calls are processed by requesting
information from an adjunct. The Communication Manager requests
instructions from an associated adjunct and makes a routing decision
based on agent availability or the caller information.
ASAI
Adjunct-Switch Application Interface (ASAI) is a recommendation for
interfacing adjuncts and communications systems, based on the CCITT
Q.932 specification for layer 3.
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adjusted EWT
adjusted EWT
A Best Service Routing (BSR) term for Expected Wait Time (EWT) plus
a user adjustment set by a consider command.
administration
terminal
A terminal that is used to administer and maintain a system.
AWOH
Administration Without Hardware (AWOH) is a feature that allows
administration of ports without associated terminals or other hardware.
ACW
After Call Work (ACW) is a work mode in which agents are unavailable
to receive ACD calls. Agents enter the ACW mode to perform ACDrelated activities such as filling out a form after an ACD call.
agent
A member of an ACD hunt group, ACD split, or skill. Depending on the
ACD software, an agent can be a member of multiple splits/skills.
agent report
A report that provides historical traffic information for internally measured
agents.
appearance
A software process that is associated with an extension and whose
purpose is to supervise a call. An extension can have multiple
appearances. Also called call appearance, line appearance, and
occurrence.
application
An adjunct that requests and receives ASAI services or capabilities.
Applications can reside on an adjunct. However, Communication
Manager cannot distinguish among several applications residing on the
same adjunct. Hence, Communication Manager treats the adjunct and
all resident applications as a single application. The terms application
and adjunct are used interchangeably throughout the document.
AES
Application Enablement Services (AES) is an Avaya product that
provides a platform for the development of CTI-based applications for
Communication Manager 3.0 or later.
application plan
A plan used only in multi-site BSR applications. The application plan
identifies the remote switches that are compared in a consider series.
The plan also specifies the information used to contact each
Communication Manager and to interflow calls to the Communication
Manager.
applications
processor
A micro-computer based, program controlled computer providing
application services for the switch. The processor is used with several
user-controlled applications such as traffic analysis and electronic
documentation.
association
A communication channel between adjunct and switch for messaging
purposes. An active association is one that applies to an existing call on
the switch or to an extension on the call.
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aux-work mode
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. Also called console.
AUDIX
Audio Information Exchange (AUDIX) is an Avaya messaging system.
AUDIX has been replaced by Message Manager.
auto-in work mode
A mode in which an agent is ready to process another call as soon as
the current call is completed. Auto-in work mode is one of four agent work
modes.
AAR
Automatic Alternate Routing (AAR) is a feature that routes calls to a
different route than the first-choice route when facilities are
unavailable.
Automatic
Callback
A feature that enables internal callers, upon reaching a busy extension,
to have the system automatically connect and ring both originating and
receiving parties when the receiving party becomes available.
Automatic Call
Distribution
Automatic Call Distribution (ACD) is a feature that receives calls and then
depending on administered instructions, delivers messages appropriate
for the caller and routes the call to an agent who is available.
Automatic Circuit
Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting.
A high number of very short calls or a low number of very long calls signify
a faulty trunk.
Automatic Number
Identification (ANI)
A display of the calling number so that agents can access information
about the caller.
Automatic Route
Selection (ARS)
A feature that allows the system to automatically choose the leastexpensive way to send a toll call.
automatic trunk
A trunk that does not require addressing information because the
destination is predetermined. A request for service on the trunk, called a
seizure, is sufficient to route the call. The normal destination of an
automatic trunk is the communications-system attendant group. Also
called automatic incoming trunk and automatic tie trunk.
auxiliary trunk
A trunk used to connect auxiliary equipment, such as radio-paging
equipment, to a communications system.
aux-work mode
A mode in which agents are unavailable to receive Automatic Call
Distribution (ACD) calls. Agents enter aux-work mode when involved in
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available agent strategy
non-ACD activities such as taking a break, going to lunch, or placing an
outgoing call.
available agent
strategy
A strategy that determines how the Best Service Routing (BSR)
commands in a vector identify the best skill when multiple skills have
available, that is, idle agents.
Avaya Aura®
A converged communications platform unifying media, modes, network,
devices, applications. Avaya Aura® is based on the SIP architecture with
Session Manager at the core.
barrier code
A security code used with remote access to prevent unauthorized access
to the system.
Basic Call
Management
System (BCMS)
An application on the Communication Manager that monitors the
operations of an ACD application. BCMS collects data related to the calls
on the Communication Manager and organizes the data into reports that
help manage ACD facilities and personnel.
BRI
Basic Rate Interface (BRI) is an ISDN configuration that offers two bearer
(B) channels for voice and data and one data channel for signaling.
Bearer Capability
Class (BCC)
A code that identifies the type of a call (for example, voice and different
types of data).
best
The split, skill, or location that can provide the best service to a caller as
determined by Best Service Routing (BSR) on page 236.
bridge (bridging)
The appearance of a phone extension at other phones.
bridged
appearance
A call appearance on a telephone that matches a call appearance on
another telephone for the duration of a call.
Best Service
Routing (BSR)
An Avaya Communication Manager feature based on Call Vectoring that
routes ACD calls to the split, skill, or contact center best able to service
each call. BSR can be used on a single Communication Manager, or to
integrate resources across a network of Communication Manager.
Business
Advocate
A Call Center Elite feature that establishes different service levels for
different types of calls. For example, a company decides that a premium
customer must receive service before the other types of customers.
BHCC
Busy-Hour Call Completion (BHCC) is a measure of the number of calls
that Communication Manager successfully completes during the peak
hour of a network.
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channel
call appearance
1. For the attendant console, the six buttons labeled a-f used to
originate, receive, and hold calls. Two lights next to the button
show the status of the call appearance.
2. For the telephone, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold
calls. Two lights next to the button show the status of the call
appearance.
callback call
A call that automatically returns to a voice-terminal user who activated
the Automatic Callback on page 235 feature.
Call Detail
Recording (CDR)
A feature that uses software and hardware to record call data.
Call Management
System (CMS)
An application that enables customers to monitor and manage
telemarketing centers by generating reports on the status of agents,
splits, trunks, trunk groups, vectors, and VDNs. CMS enables customers
to partially administer the ACD feature for a communications system.
call work code
A number entered by ACD agents to record the occurrence of customerdefined events (such as account codes, social security numbers, or
phone numbers) on ACD calls.
cause value
A value that is returned in response to requests or in event reports when
a denial or unexpected condition occurs.
CCS or hundred
call seconds
A unit of call traffic. Call traffic for a facility is scanned every 100 seconds.
There are 3600 seconds per hour. The Roman numeral for 100 is the
capital letter C. The abbreviation for call seconds is CS. Therefore, 100
call seconds is abbreviated CCS. If a facility is busy for an entire hour,
the facility is said to have been busy for 36 CCS.
Central Office (CO)
A switch owned by a local telephone company that provides local
telephone service (dial-tone) and access to toll facilities for long-distance
calling.
channel
1. A circuit-switched call.
2. A communications path for transmitting voice and data.
3. In wideband, all of the time slots (contiguous or
noncontiguous) necessary to support a call. Example: an H0channel uses six 64-kbps time slots.
4. A DS0 on a T1 or E1 facility not specifically associated with a
logical circuit-switched call; analogous to a single trunk.
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circuit
circuit
1. An arrangement of electrical elements through which electric
current flows.
2. A channel or transmission path between points.
circuit pack
A card with microprocessors, transistors, and other electrical circuits. A
circuit pack is installed in a switch carrier or bay. Also called a circuit
board or circuit card.
COR
Class of Restriction (COR) is a feature that allows classes of callorigination and call-termination restrictions for phones, phone groups,
data modules, and trunk groups.
COS
Class of Service (COS) is a feature that uses a number to specify if phone
users can activate the Automatic Callback, Call Forwarding All Calls,
Data Privacy, or Priority Calling features.
communications
server
A software-controlled processor complex that interprets dialing pulses,
tones, and keyboard characters and makes the proper connections both
within the system and external to the system. The communications
system itself consists of a digital computer, software, storage device, and
carriers with special hardware to perform the connections. A
communications system provides voice and data communications
services, including access to public and private networks, for telephones
and data terminals on a customer’s premises. Previously called a switch
or a Private Branch eXchange (PBX).
confirmation tone
A telephone tone confirming that feature activation, deactivation, or
cancellation has been accepted.
connectivity
A connection of disparate devices within a single system.
consider
sequence
A consider series plus a queue-to best, check-best, or replybest step is called a consider sequence.
consider series
A series of consider commands typically written in sets. A set of
consider commands is called a consider series.
Central Office (CO)
trunk
A telecommunications channel that provides access from the system to
the public network through the local CO.
coverage answer
group
A group of up to eight telephones that ring simultaneously when a call is
redirected by Call Coverage. Any one of the group can answer the call.
coverage call
A call that is automatically redirected from the called party’s extension to
an alternate answering position when certain coverage criteria are met.
coverage path
An order in which calls are redirected to alternate answering positions.
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Dynamic Queue Position
coverage point
An extension or attendant group, VDN, or ACD split designated as an
alternate answering position in a coverage path.
covering user
A person at a coverage point who answers a redirected call.
data link
A configuration of physical facilities enabling end terminals to
communicate directly with each other.
data terminal
An input/output (I/O) device that has either switched or direct access to
a host computer or to a processor interface.
DMCC
Device, Media, and Call Control (DMCC) is the new name for
Communication Manager Application Programming Interface (API), that
is, CMAPI.
Dynamic Host
Configuration
Protocol (DHCP)
A protocol that dynamically assigns IP addresses to devices when the
devices connect to the network.
dial-repeating tie
trunk
A tie trunk that transmits called-party addressing information between
two communications systems.
dial-repeating
trunks
A PBX tie trunk that is capable of handling PBX station-signaling
information without attendant assistance.
direct agent
A feature, accessed only through ASAI, that allows a call to be placed in
a split queue but routed only to a specific agent in that split. The call
receives normal ACD call treatment (for example, announcements) and
is measured as an ACD call while ensuring that a particular agent
answers.
Direct Inward
Dialing (DID) trunk
An incoming trunk used for dialing directly from the public network into a
communications system without help from the attendant.
domain
A group of VDNs, ACD splits, and stations.
Dynamic
Percentage
Adjustment
A Business Advocate feature that automatically adjusts the agent target
allocations to meet the administered service level targets.
Dynamic Queue
Position
A Business Advocate feature that queues calls from multiple VDNs to a
single skill, while maintaining the service objectives of each originating
VDN. For instance, DQP positions a premium customer call with an
assigned service objective of 10 seconds before a regular customer call
with an assigned service objective of 25 seconds. Dynamic Queue
Position (DQP) is also known Service Objective by VDN.
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Dynamic Threshold Adjustment
Dynamic
Threshold
Adjustment
A Business Advocate Service Level Supervisor (SLS) feature that meets
the administered service levels by automatically adjusting the overload
thresholds to engage reserve agents.
Electronic Tandem
Network (ETN)
A large private network that has automatic call-routing capabilities based
on the number dialed and the most preferred route available. Each switch
in the network is assigned a unique private network office code (RNX),
and each telephone is assigned a unique extension.
Exclusion
A feature that allows multi-appearance telephone users to keep other
users with the same extension from bridging onto an existing call.
Expansion Port
Network (EPN)
A port network that is connected to the Time Division Multiplex (TDM)
bus and packet bus of a processor port network. Control is achieved by
indirect connection of the EPN to the processor port network using a portnetwork link.
Expected Wait
Time (EWT)
A prediction of how long a call waits in queue before the call is
answered.
EAD-LOA
Expert Agent Distribution - Least Occupied Agent (EAD-LOA) is an agent
selection method for call delivery. With EAD-LOA, calls are delivered to
the available agent with the highest skill level and the lowest percentage
of work time since login, when compared to other available agents with
the same skill level.
EAD-MIA
Expert Agent Distribution - Most Idle Agent (EAD_MIA) is an agent
selection method for call delivery. With EAD-MIA, calls are delivered to
the available agent with the highest skill level who has been idle the
longest since the last ACD call, when compared to other available agents
with the same skill level.
extension-in (EXTIN)
A work state agents go into when answering a non-ACD call. If the agent
is in manual-in or auto-in and receives an EXT-IN call, the call is recorded
by the reporting adjunct as an AUX-IN call.
extension-out
(EXT-OUT)
A work state that agents go into when placing non-ACD calls.
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.
ECC
External Call Controller (ECC) is an external Media Gateway Controller
(MGC) that communicates with the G250 or G350 media gateways in a
network.
facility
A telecommunications transmission pathway and the associated
equipment.
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intraflow
Forced Agent
Logout by Clock
Time
A feature used to automatically log out an Expert Agent Selection (EAS)
agent at a pre-determined time. This feature is primarily used to
automatically log off agents at the end of their shifts.
Forced Agent
Logout from ACW
mode
A feature used to automatically log out an Expert Agent Selection (EAS)
agent who spends too much time in After Call Work (ACW) mode.
glare
A simultaneous seizure of a 2-way trunk by two communications systems
resulting in a standoff.
ground-start trunk
A trunk on which, for outgoing calls, the system transmits a request for
services to a distant switching system by grounding the trunk ring lead.
To receive the digits of the called number, that system grounds the trunk
tip lead. When the system detects this ground, the digits are sent.
holding time
A total length of time in minutes and seconds that a facility is used during
a call.
ISDN
Integrated Services Digital Network (ISDN) is a communication standard
for digital transmission of voice and data in a public switched telephone
network.
intelligent polling
An automatic feature of Best Service Routing (BSR) that significantly
reduces the number of status polls executed. When a remote location
cannot be the best resource at a given moment in time, the intelligent
polling feature temporarily suppresses polls to that location.
intercept tone
An tone that indicates a dialing error or denial of the service requested.
interflow
An ACD term that refers to the ability to establish a connection to a
second ACD and overflow a call from one ACD to the other.
ICC
Internal Call Controller (ICC) is an internal MGC that communicates with
the G250 or G350 media gateways in a network.
internal call
A connection between two users within a system.
internal
measurement
A BCMS measurement that is made by the system.
IP Multimedia
Subsystem (IMS)
An architectural framework for delivering Internet Protocol (IP)
multimedia services.
intraflow
An ACD term that refers to the ability for calls to redirect to other splits
on the same Communication Manager to backup the primary split.
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in-use lamp
in-use lamp
A red light on a multiappearance telephone that lights to show which call
appearance will be selected when the handset is lifted or which call
appearance is active when a user is off-hook.
ISDN Gateway (IG)
A feature allowing integration of the switch and a host-based
telemarketing application using a link to a gateway adjunct. The gateway
adjunct is a 3B-based product that notifies the host-based telemarketing
application of call events.
ISDN trunk
A trunk administered for use with ISDN-PRI. Also called ISDN facility.
line
A transmission path between a communications system or Central Office
(CO) switching system and a telephone.
line port
A piece of hardware that provides the access point to a communications
system for each circuit associated with a telephone or data terminal.
link
A transmitter-receiver channel that connects two systems.
maintenance
Activities involved in keeping a telecommunications system in proper
working condition: the detection and isolation of software and hardware
faults, and automatic and manual recovery from these faults.
major alarm
An indication of a failure that has caused critical degradation of service
and requires immediate attention. Major alarms are automatically
displayed on LEDs on the attendant console and maintenance or
alarming circuit pack, logged to the alarm log, and reported to a remote
maintenance facility, if applicable.
management
terminal
A terminal that the system administrator uses to administer the switch.
The administrator can also use the management terminal to gain access
to the BCMS feature.
manual-in work
mode
A mode in which an agent is ready to process another call manually.
Maximum Agent
Occupancy (MAO)
A feature used to set thresholds on the amount of time an agent spends
on a call. MAO is used to prevent agent burnout. The MAO threshold is
a system-administered value that places an agent in AUX mode when
the agent exceeds the MAO threshold for calls.
MGC
Media Gateway Controller (MGC) controls the phone services on a
media gateway.
message center
An answering service that supplies agents and stores messages for later
retrieval.
message-center
agent
A member of a message-center hunt group who takes and retrieves
messages for telephone users.
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poll suppression
minor alarm
An indication of a failure that affects customer service. Minor alarms are
automatically displayed on LEDs on the attendant console and
maintenance or alarming circuit pack, sent to the alarm log, and reported
to a remote maintenance facility.
modular
processor data
module (MPDM)
A Processor Data Module (PDM) that can be configured to provide
several kinds of interfaces (RS-232C, RS-449, and V.35) to customerprovided data terminal equipment (DTE).
Modular Trunk
Data Module
(MTDM)
A trunk-data module that can be configured to provide several kinds of
interfaces (RS-232, RS-449, and V.35) to customer-provided data
terminal equipment.
multiappearance
telephone
A telephone equipped with several call-appearance buttons for the same
extension, allowing the user to handle more than one call on that same
extension at the same time.
network region
A group of IP endpoints and Communication Manager IP interfaces that
are interconnected by an IP network. IP interconnection is used because
IP interconnection is less expensive, or provides better performance than
interconnections between members of different regions.
Network Specific
Facility (NSF)
An information element in an ISDN-PRI message that specifies which
public-network service is used. NSF applies only when Call-by-Call
Service Selection is used to access a public-network service.
node
A network element that connects more than one link and routes voice or
data from one link to another. Nodes are either tandem or terminal.
Tandem nodes receive and pass signals. Terminal nodes originate a
transmission path or terminate a transmission path. A node is also known
as a switching system.
Non-Facility
Associated
Signaling (NFAS)
A method that allows multiple T1 or E1 facilities to share a single Dchannel to form an ISDN-PRI. If D-channel backup is not used, one
facility is configured with a D-channel, and the other facilities that share
the D-channel are configured without D-channels. If D-channel backup
is used, two facilities are configured to have D-channels (one D-channel
on each facility), and the other facilities that share the D-channels are
configured without D-channels.
non switchclassified
outbound calls
Proactive Contact outbound calls that are automatically launched by
Communication Manager.
pickup group
A group of individuals authorized to answer any call directed to an
extension within the group.
poll suppression
An automatic feature of BSR that significantly reduces the number of
status polls executed. When a remote location cannot be the best
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primary extension
resource at a given moment in time, the intelligent polling feature
temporarily suppresses polls to that location. See status poll on
page 245.
primary extension
A main extension associated with the physical telephone or data
terminal.
principal
A terminal that has the primary extension bridged on other terminals.
principal (user)
A person to whom a telephone is assigned and who has message-center
coverage.
private network
A network used exclusively for the telecommunications needs of a
particular customer.
Processor Port
Network (PPN)
A port network (PN) controlled by a switch-processing element that is
directly connected to that PN’s TDM bus and LAN bus.
Property
Management
System (PMS)
A stand-alone computer used by lodging and health-services
organizations for services such as reservations, housekeeping, and
billing.
public network
A network that can be openly accessed by all customers for local and
long-distance calling.
queue
An ordered sequence of calls waiting to be processed.
queuing
A process of holding calls in order of arrival to connect the call to an
attendant, answering group, or idle trunk. Calls are automatically
connected in the first-in, first-out (FIFO) sequence.
recall dial tone
A tone signalling that the system has completed a function (such as
holding a call) and is ready to accept dialing.
redirection criteria
Information administered for each telephone’s coverage path that
determines when an incoming call is redirected to coverage.
Redirection on No
Answer
An optional feature that redirects an unanswered ringing ACD call after
an administered number of rings. The call is then redirected back to the
agent.
reorder tone
A tone to signal that one of the facilities such as a trunk or a digit
transmitter, was not available.
Service Level
Maximizer (SLM)
An agent selection strategy that ensures that a defined service level of
X% of calls are answered in Y seconds. When SLM is active, the software
verifies that inbound calls are matched with agents in a way that makes
sure that the administered service level is met. SLM is an optional Call
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system printer
Vectoring feature that is used with Expert Agent Selection (EAS), and
without Business Advocate.
SIP
Session Initiation Protocol (SIP) is an application-layer control signaling
protocol for creating, modifying, and terminating sessions with more than
one participant using http like text messages.
simulated bridged
appearance
A feature that allows the terminal user (usually the application on
page 234) to bridge onto a call that had been answered by another party
on his or her behalf. Also called a temporary bridged appearance.
SSC
Single Step Conference (SSC) is a client-side IP call recording method
that uses:
• The AES DMCC service to provide the required media control by
registering standalone recording devices.
• The AES TSAPI service to provide call information, call monitoring,
and third-party call control functionality.
split (agent) status
report
A report that provides real-time status and measurement data for
internally-measured agents and the split to which agents are assigned.
split condition
A condition whereby a caller is temporarily separated from a connection
with an attendant. A split condition automatically occurs when the
attendant, active on a call, presses the start button.
split number
An identification of the split to Communication Manager and to BCMS.
split report
A report that provides historical traffic information for internally measured
splits.
staffed
An indication that an agent position is logged in. A staffed agent functions
in one of four work modes: auto-in, manual-in, ACW, or Aux.
status lamp
A green light that shows the status of a call appearance or a feature
button by the state of the light (lit, flashing, fluttering, broken flutter, or
unlit).
status poll
A call placed by a consider location vector command to obtain status data
from a remote location in a multi-site BSR application.
stroke counts
A method used by ACD agents to record up to nine customer-defined
events per call when a reporting adjunct is active.
switch-classified
outbound calls
Outbound calls placed by the Proactive Contact dialer and connected to
the agents.
system printer
An optional printer that used to print scheduled reports using the report
scheduler.
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system report
system report
A report that provides historical traffic information for internally-measured
splits.
system-status
report
A report that provides real-time status information for internallymeasured splits.
trunk
A dedicated telecommunications channel between two communications
systems or Central Offices (COs).
trunk allocation
The manner in which trunks are selected to form wideband channels.
trunk group
Telecommunications channels assigned as a group for certain functions
that can be used interchangeably between two communications systems
or Central Offices (COs).
UCD-LOA
Uniform Call Distribution-Least Occupied Agent (UCD-LOA) is an agent
selection method for delivery of calls under agent surplus conditions.
With UCD-LOA implemented, calls are delivered to the available, that is,
idle agent with the lowest percentage of work time since login.
UCD-MIA
Uniform Call Distribution-Most Idle Agent (UCD-MIA) is an agent
selection method for delivery of calls under agent surplus conditions.
With UCD-MIA implemented, calls are delivered to the available agent
who has been idle the longest since the last ACD call that the agent
received.
UDP
Uniform Dial Plan (UDP) is a feature that allows a unique number
assignment for each terminal in multi-switch configurations, such as a
Distributed Communications System (DCS) or main-satellite-tributary
system.
vector-controlled
split
A hunt group or ACD split administered with the vector field enabled.
Access to such a split is possible only by dialing a VDN extension.
Vector Directory
Number (VDN)
An extension that provides access to the vectoring feature on the switch.
Vectoring allows a customer to specify the treatment of incoming calls
based on the dialed number.
work mode
A mode that an ACD agent can be in. Upon logging in, an agent enters
the AUX work mode. To become available, that is, idle to receive ACD
calls, the agent enters the auto-in or manual-in work mode. To do work
associated with a completed ACD call, an agent enters the After Call
Work (ACW) mode.
work state
An ACD agent can be a member of up to three different splits. Each ACD
agent continuously exhibits a work state for every member split. Valid
work states are Avail, Unstaffed, Aux-Work, ACW, ACD, ExtIn, ExtOut,
and OtherSpl. The work state of an agent for a particular split changes
for a variety of reasons. For example, the work state changes when an
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work state
agent answers a call or when the agent changes work modes. BCMS
monitors work states and uses the information to generate reports.
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work state
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Index
A
abandoned call search ............................................. 117
screen reference ................................................ 117
acceptable service level (ASL) ................................... 81
ACD .......................................................................... 122
screen reference ................................................ 122
add/remove skills ...................................................... 117
screen reference ................................................ 117
adding skills .............................................................. 118
administration commands .............. 13, 33, 74, 76, 77, 93
Agent LoginID ...................................................... 13
Policy Routing Table ............................................ 74
Reason Code Names ...........................................76
Service Hours Table ............................................ 77
system parameters .............................................. 33
VuStats Display Format ....................................... 93
agent call handling ....................................................120
screen reference ................................................ 120
agent extension manipulation, preventing ................ 198
agent is unable to change work state ....................... 198
analog announcements ............................................ 218
announcement ....................................217–222, 224–228
analog line types ................................................ 218
analog-fd ...................................................... 218
analog-m ...................................................... 218
auxiliary trunk types .................................... 219, 220
aux-trk-m ..................................................... 220
aux-trunk ...................................................... 220
circuit packs ....................................................... 222
deleting ...............................................................226
DS1 types ...........................................................219
ds1–fd .......................................................... 219
ds1–ops ....................................................... 219
ds1–sa ......................................................... 219
externally recorded .............................................222
file .......................................................................227
integrated ........................................................... 222
integrated types .......................................... 220, 221
integ-mus ..................................................... 221
integ-rep ...................................................... 220
playback ......................................................222, 226
ports ............................................................. 222
recorded ............................................................. 217
recording ..................................................... 224, 225
stop .............................................................. 225
Administering Call Center Elite 6.3
screen reference ................................................ 217
source ................................................................ 227
storage time ....................................................... 222
types ...................................................................218
analog .......................................................... 218
VAL .................................................................... 228
audio groups ................................................ 228
vVAL ...................................................................228
application sequencing ............................................. 198
ASAI ...........................................................137, 164, 182
administering ...................................................... 164
conference ................................................... 164
release ......................................................... 164
transfer ........................................................ 164
REGister message ............................................. 137
switched classified call ....................................... 137
attendant vectoring ..................................................... 81
audience ..................................................................... 11
auto-available skills .................................................. 122
administering ...................................................... 122
Avaya Mentor videos .................................................. 12
B
barge-in .................................................................... 221
BCMS ....................................................................... 127
screen reference ................................................ 127
best service routing ........................................... 128, 131
alternate tie ........................................................ 131
polling ................................................................. 131
administering ............................................... 131
without B-channel ........................................ 131
singlesite ............................................................ 128
BSR agent selection ................................................... 81
BSR local treatment ..................................................130
Business Advocate ................................................... 125
screen reference ................................................ 125
C
call classifier ............................................................. 140
TN744 ................................................................ 140
call handling time ...................................................... 201
call origin .................................................................... 81
call prompting ........................................................... 140
screen reference ................................................ 140
call queuing time .......................................................201
May 2013
249
call routing ................................................................ 198
dedicated ............................................................198
call vectoring ..................................................... 141, 169
administering ...................................................... 141
methods ............................................................. 169
AT&T In-Band Transfer Connect ................. 169
caller information ........................................................ 46
callmaster phones .................................................... 194
callr-info, administering .............................................121
calls warning threshold ............................................... 56
ccr links ...................................................................... 42
class of restriction (COR) ...................................... 29, 81
clear caller information ............................................... 46
leave-ACW ........................................................... 46
next-call ................................................................46
on-call-release ..................................................... 46
CM screens .............................................................. 199
Signaling Group ................................................. 199
CMS measurements ................................................. 177
screen reference ................................................ 177
controlling adjunct ...................................................... 56
COR commands ......................................................... 29
COR field descriptions ................................................29
COR screen ................................................................29
coverage path .............................................................56
D
dedicated trunk groups ............................................. 198
direct agent calling ....................................................152
administering ...................................................... 152
disconnect tones ................................................. 46, 120
administering ...................................................... 120
display VDN for Route-to DAC ................................. 144
dynamic percentage adjustment ................................ 56
dynamic queue position (DQP) .................................. 56
dynamic threshold adjustment ....................................56
E
EAS .......................................................................... 148
administering ...................................................... 148
enable UCID ............................................................. 184
enhanced callr-info ................................................... 121
expected call handling time ........................................ 56
expected wait time (EWT) .......................................... 81
expert agent selection .............................................. 145
screen reference ................................................ 145
F
forced agent aux work .............................................. 154
250
Administering Call Center Elite 6.3
location ............................................................... 154
administering, prerequisites ......................... 154
skill ..................................................................... 154
administering, prerequisites ......................... 154
forced agent logout ........................................... 154, 155
ACW ................................................................... 155
administering, prerequisites ......................... 155
clock time ........................................................... 154
administering, prerequisites ......................... 154
location ............................................................... 154
administering, prerequisites ......................... 154
skill ..................................................................... 154
administering, prerequisites ......................... 154
H
holiday table ............................................................... 53
administration commands .................................... 53
hunt-group .................................................................. 55
commands ........................................................... 55
duplicate ...............................................................55
hunting algorithm ...................................................... 138
I
ICI tones ..................................................................... 46
inbound call management (ICM) .............................. 157
administering ...................................................... 157
prerequisites .......................................................157
incoming call identification (ICI) ..................................46
integrated announcements ....................................... 222
intercept tone ............................................................ 118
interface .................................................................... 177
CM-to-CMS ........................................................ 177
interflow and intraflow ............................................... 157
screen reference ................................................ 157
interruptible aux ........................................................ 157
screen reference ................................................ 157
interruptible aux deactivation threshold ...................... 56
interruptible aux notification timer ............................. 157
INVITE message ...................................................... 201
IQ measurements ..................................................... 127
administering ...................................................... 127
L
LAI ............................................................................ 158
screen reference ................................................ 158
listen port numbers ................................................... 198
local VDN administration .......................................... 130
locally sourced announcements ............................... 229
May 2013
location preference distribution .................................158
screen reference ................................................ 158
logout ........................................................................ 175
remote ................................................................ 175
administering ............................................... 175
prerequisites ................................................ 175
look-ahead interflow ................................................. 158
screen reference ................................................ 158
M
maximum agent occupancy ...................................... 159
administering ...................................................... 159
message ................................................................... 201
INVITE ................................................................201
mis links ......................................................................42
multinational CPN prefix ........................................... 160
administering ...................................................... 160
multiple call handling ................................................ 160
screen reference ................................................ 160
multisite BSR ............................................................ 129
screen reference ................................................ 129
multisite call center ................................................... 208
music ........................................................................ 228
locally sourced ................................................... 228
music on hold (MOH) ................................................229
N
network call redirection .............................. 163, 164, 168
B-channels ......................................................... 164
in-band transfer connect .................................... 168
SIP ..................................................................... 163
non predictive calls ..................................................... 46
non-predictive calls ................................................... 171
nonbarge-in .............................................................. 222
NTP or SNTP ............................................................213
internet time servers ...........................................213
O
offset times for CMS reporting .................................. 215
setting up ............................................................215
P
percentage allocation routing ................................... 170
administering ...................................................... 170
predictive calls .......................................................... 171
preventing agent extension manipulation ................. 198
preventing reporting issues ...................................... 198
Administering Call Center Elite 6.3
Proactive Contact, reporting ..................................... 171
Q
queue status indications ........................................... 171
screen reference ................................................ 171
R
reason codes ............................................................ 172
screen reference ................................................ 172
recorded announcements ......................................... 221
recording announcements ........................................ 223
redirect on OPTIM failure (ROOF) ............................ 201
redirection ......................................................... 173–175
IP failure ............................................................. 173
no answer ...........................................................174
OPTIM failure ..................................................... 175
related resources ........................................................12
Avaya Mentor videos ........................................... 12
remote VDN administration ...................................... 130
removing skills .......................................................... 119
reorder tone .............................................................. 118
reporting adjunct ....................................................... 176
adding nodes ......................................................176
administering ...................................................... 176
CM interface ....................................................... 176
administering ............................................... 176
reporting adjunct compatibilities ................................. 42
reporting for PC calls ................................................ 171
reporting issues, preventing ..................................... 198
ringer-off ..................................................................... 46
ROIF ......................................................................... 173
screen reference ................................................ 173
RONA ....................................................................... 174
screen reference ................................................ 174
ROOF ....................................................................... 175
screen reference ................................................ 175
routing .......................................................................151
greatest need ..................................................... 151
skill level ............................................................. 151
S
scheduling synchronization tasks ............................. 210
service hours table ................................................... 179
administering ...................................................... 179
service level maximizer ............................................ 179
administering ...................................................... 179
service level targets ....................................................46
service observing .............................................. 180, 181
May 2013
251
multiple observers .............................................. 181
screen reference ................................................ 180
service observing permissions ................................... 29
Session Manager ......................................................198
entities ................................................................ 198
profile configuration ............................................ 198
session refresh interval .............................................201
single step conference ............................................... 38
singlesite BSR .......................................................... 128
administering ...................................................... 128
SIP ............................................................................ 198
adding trunks ......................................................198
dedicated trunk groups .......................................198
SIP phones ............................................................... 197
administering ...................................................... 197
SIP traffic .................................................................. 201
skills, adding ............................................................. 118
skills, removing ......................................................... 119
SPI links ..................................................................... 42
station ....................................................................... 164
administering ...................................................... 164
conference ................................................... 164
release ......................................................... 164
transfer ........................................................ 164
station ports .............................................................. 231
support ....................................................................... 12
contact ................................................................. 12
T
time of day .................................. 203–205, 209, 211, 212
location offset values ..........................................209
set up ................................................................. 204
synchronization ............................ 203–205, 211, 212
considerations ............................................. 211
methods ....................................................... 203
prerequisites ................................................ 205
time of day (TOD) ..................................................... 203
tones ......................................................................... 140
tracking outbound calls ...............................................46
administering ...................................................... 182
uniform dial plan (UDP) .............................................. 56
measured trunks ....................................................... 177
UUI .............................................................144, 185, 187
administering ...................................................... 144
description .......................................................... 144
screen reference ................................................ 187
transport ......................................................185, 187
ISDN trunks ................................................. 185
SIP trunks .................................................... 187
V
VDN .................................................. 80, 81, 90, 188, 189
commands ........................................................... 80
coverage path .................................................... 188
screen reference .......................................... 188
duplicate ...............................................................80
field descriptions .................................................. 81
holiday vectoring .................................................. 81
implementation notes ........................................... 90
origin announcement .................................... 81, 188
administering ............................................... 188
override ................................................................ 81
return destination .......................................... 81, 189
screen reference .......................................... 189
time zone ............................................................. 81
time zone offset .................................................. 189
administering ............................................... 189
variables ...............................................................81
videos ......................................................................... 12
Avaya Mentor ....................................................... 12
voice response integration ........................................190
screen reference ................................................ 190
VRU port ................................................................... 232
tones .................................................................. 232
administering ............................................... 232
VuStats ...................................................... 100, 102, 190
data type ..................................................... 100, 102
split .............................................................. 100
trunk group .................................................. 102
VDN ............................................................. 102
screen reference ................................................ 190
U
Z
UCID ......................................................................... 182
zip tones ..............................................................46, 194
252
Administering Call Center Elite 6.3
May 2013