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ACD Administration Procedures

1. 2 The console displays STATISTIC REPORT or 3 Type C Continuous Agent Status The console displays with Move Capability TIMED REFRESH INTERVAL 10 60 SECONDS gt Aastra 2542 002 207 Chapter 42 Reassignment Type a ar rado tecnica 1 of seconds from 10 to 60 to define how frequently the system updates the statistics in the Agent Continuous Status report Type a pilot directory number and user group in the form pilot dirn user group For example type 3500 2 to select pilot 3500 in user group 2 Type M Move Agent Type an agents directory number and user group followed by the target pilot number and user group in the The console displays ACD PILOT USER GROUP OF OP Raa SF The console displays the Agent Continuous Status report for the pilot followed by Timed Refresh Abort M Move Agent Rtn Imm Refresh gt The console displays MOVE AGENT or or Return END gt The console continues to display the Agent Continuous Status report for the pilot followed by form agent dirn user group pilot number user group For example type 3510 1 4000 1 to move agent 3510 to pilot number 4000 Timed Refresh Abort M Move Agent Rtn Imm Refresh gt Repeat steps 6 and 7 as needed to reassign additional agents Type to stop displaying the Agent Continuous Status report Ending Conditio
2. The console displays Specify Field to Modify OG OR Res SS The console displays lst Digit 5 Disposition Code On Meira gt The console displays Number of Numeric Feature Cod Digits 1 4 gt The console displays Specify Field to Modify OF SOL ae SS The console displays all of the parameters and values for the user group followed by DOES UPDATE VERIFY Type Y to save the modified user group parameters Assign a Feature Code for Manual Removal of Roaming Agent Line Use this procedure to define the feature code that removes a roaming agent line from an agent station By activating the feature code from the station keypad a user removes the roaming agent line 80 Aastra 2542 002 ACD Administration Procedures At the main Administrative Console The console displays command prompt type NFIT T COMMAND gt NFIT E PRINT DISPLAY The console displays Type A Add C Chg R Rem D Dsp Rtn Or 2 gt The console displays Feature Code 1 4 digit number or gt Type the feature code that removes a The console displays roaming agent line from an ACD agent station Match the number of digits that the user group defines for the code see Modify a User Group for Manual Removal of Roaming Agent Line Feature Mnemonic or Type RVLN Remove Voice Line The console displays
3. SELECT MODE PRINT CLEAR ADMIN gt DISPLAY The console displays STATISTIC REPORT or Type C Continuous Agent Status The console displays with Move Capability TIMED REFRESH INTERVAL 10 60 SECONDS gt Type a number of seconds from 10 to The console displays 60 to define how frequently the system updates the statistics in the Agent Continuous Status report ACD PILOT USER GROUP OF OF Pera gt Type a pilot directory number and user group in the form pilot dirn user group For example type 3500 2 to select pilot 3500 in user group 2 Type the lt Return gt key at any time to update the statistics immediately Type to stop displaying the Agent Continuous Status report The console displays the Agent Continuous Status report for the pilot followed by Timed Refresh Abort M Move Agent Rtn Imm Refresh gt Aastra 2542 002 ACD Administration Procedures Dialed Number Identification System Report The ACD Dialed Number Identification System DNIS report provides statistical data for all DNIS calls to a call center since the statistics were last cleared It tracks DNIS calls over periods from several hours to many days Table 31 describes the statistical fields of an ACD DNIS report Table 31 Statistical Fields of an ACD DNIS Report Field Statistic DNIS Dgts Identifies a DNIS number C
4. USER GROUP NUMBER 1 600 gt Type an appropriate user group number The console displays for this digit collection template NUMBER TYPE I Integer D Digit String gt Respond appropriately at this and After you respond to the prompt for subsequent prompts See Digit an Interdigit Time the console displays Collection Template Parameters for all of the digit collection template descriptions of the parameters and their parameters followed by valid values DOES UPDATE VERIFY gt Type Y to save the digit collection template If you type N the system will not save the digit collection template Even if the template is not complete or 1009 accurate saving it makes it available for future edits see Modify a Digit Collection Template If you do not save the template you must create it again from the beginning 148 Aastra 2542 002 Modify a Digit Collection Template Aastra 2542 002 ACD Administration Procedures Use this procedure to modify the parameters of an existing digit collection template At the main Administrative Console command prompt type ACDC Type T Digit Collection Template Type the number for this digit collection template Note Type A to see all of the assigned digit collection template numbers Type U to see all of the numbers still available for digit templates The console displays ECT COMMAND
5. l MODE PRINT DISPLAY E TITLE SEARCH gt 2 Type U The console displays MODE C CREATE M MODIFY D DELETE T TITLE gt 3 Type C The console displays PREFIX DIGIT TABLE OR as ee ig Type a number for the PDT The console displays ENTE se Type a title for the PDT The console displays PDT NET Type N or O as appropriate The console displays PDT information followed by INFORMATION TYPE or Return END gt 254 Aastra 2542 002 ACD Administration Procedures To specify a whisper message number The console displays type ACD Otherwise skip to step 10 ER ACD PARAMETE Type MSG Message Number The console displays ENTER IVR MESSAGE NUMBER gt Type the message number The console displays PDT information followed by Note INFORMATION TYPE or Return END gt The switch outpulses this number as a string of digits to an announcement trunk to select which announcement the trunk will play To specify outpulse digits type DGT The console displays Otherwise skip to step 13 PREFIX POSTFIX DIGITS or or N NONE gt Type appropriate digit information The console displays 7 NUMBER OF DIGITS TO OUTPULSE ol betes e Lo 9 Regular digis Regular digits th
6. Aastra 2542 002 gt 19 Chapter 4 ACD Pilots 20 Type a typeu necomsole displays 83 The console displays UPDATE MODE C Create M Modify D Delete 3 Type C The console displays PILOT DIRECTORY NUMBE OL gee Se Type the ai number for the pilot The console displays Type the number for the user group The console displays associated with the pilot SPECIFY GROUP NUMBER Note A pilot is a member of the call center that shares this user group number To enter a group number go to step 7 To skip this entry go to step 9 Type the number from 1 to 4000 for The console displays one of the system s unassigned groups ER TITLE 8 Goto step 10 C SS Press lt Enter gt to skip this entry The console displays ENTER TITLE gt Respond appropriately at this and After you respond to the prompt for a subsequent prompts See ACD Pilot night call guide number the console Parameters for descriptions of the displays all of the parameters for the parameters and their valid values ACD pilot followed by DOES UPDATE VERIFY gt Note The console does not show prompts for all possible pilot parameters Rather it automatically excludes or includes prompts based on your responses Aastra 2542 002 Modify an Aastra 2542 002 ACD Administration Procedures Type Y to save the ACD pilot
7. C Create M Modify gt The console displays USER GROUP NUMBER or gt The console displays SEL ECT SUBCOMMAND or If the user group shares call handling parameters with another user group the console displays USER GROUP SHARES CHPs WITH OTHER GROUP CHPs DISPLAY THE SHARING USER GROUPS Y Yes Return No If not the console displays SPECIFY FIELD TO MODIFY or or gt The console displays SPECIFY FIELD TO MODIFY or or gt The console displays DYNAMIC AGENT SIGN ON D OE hes gt Us E 77 Chapter 7 Agent Sign on Type either D U or C Disabled Agents associated with this user group can not sign onto any pilot dynamically Conditional Agents associated with this user group can sign onto pilots dynamically based on the agent s Class of Service See Class of Service Parameters for ACD Unconditional All agents associated with this user group can dynamically sign onto any pilot that supports Dynamic Agent Sign on Press the lt Enter gt key The console displays SPECIFY FIELD TO MODIFY or or gt The console displays all of the parameters and values for the user group followed by DOES UPDATE VERIFY 10 Type Y to save the modified user group parameters Roaming Agent Sign on ACD provides a Roaming Ag
8. Type CHP Call Handling If the user group shares call handling Aastra 2542 002 87 Chapter 9 Agent Statistics Type either P or M The console displays aE SPECIFY FIELD TO MODIFY Value Description or or gt Show statistics as percentages of time online Show statistics as actual times online in hour minute format Press the lt Enter gt key The console displays all of the user group As followed by OES UPDATE ERIFY Type Y to save the user group with the new agent statistics format 88 Aastra 2542 002 ACD Administration Procedures Chapter 10 Agent Unavailable Automatic Call Distribution ACD provides an Agent Unavailable agent feature With the Agent Unavailable feature an agent can prevent ACD from routing new calls to their station It gives agents the flexibility to manage their time when they need to take care of other duties or actions The Agent Unavailable feature supports the following functions e Initial agent unavailable sign on mode e Work state timer e Agent Unavailable timer e Maximum number of manual transitions from Unavailable state to Work state Initial Agent Unavailable Sign On Mode When an agent signs on to an ACD Pilot the system can automatically place the agent into an idle work or agent unavailable state based on the value of the Initial Sign on Mode parameter As an option the system can also provide a pre defined reason
9. gt 183 Chapter 33 Monitoring Monitor Control List Description Parameter Call Monitor Pilot List Defines how the Monitor Control List supports Application Pilot Call Monitoring MN TmisMonitorControl List Monitor Control List prevents Application Pilot Call Monitoring for any ACD pilot that uses it All This Monitor Control List All Pilots enables the supervisor for any pilot that uses it to monitor agents in every pilot in the active call guide including primary and overflow pilots A pilot dirn This Monitor Control List user group enables the supervisor for any pilot that uses it to monitor agents in some of the pilots in the active call guide as listed by pilot directory number and user group Call Monitor Team Defines how the Monitor Control List supports Supervisor Group Call Monitoring This Monitor Control List prevents Supervisor Group Call Monitoring for any ACD pilot that uses it All This Monitor Control List All Agent enables the supervisor for any Teams pilot that uses 1t to monitor every agent team in the call center A agent team This Monitor Control List enables the supervisor for any pilot that uses it to monitor some agent teams in the call center as listed by team number 184 Aastra 2542 002 ACD Administration Procedures Monitor Control List Description Parameter Line ATDC Monitor List Defines how the Monitor Control List supports Directory Num
10. Aastra 2542 002 gt 219 Chapter 43 Report Generation 2 Type D The console displays STATISTIC REPORT or 3 Type A Agent report The console displays REPORT TYPE A P OE Du A Type P Agent Percentage report The console displays ACD PILOT USER GROUP OF OL Pes gt Type a pilot directory number and The console displays an Agent user group in the form pilot dirn user Percentage Report with statistics for group For example type 3500 2 to the pilot you selected followed by select pilot 3500 in user group 2 REPORT TYPE A P CS Or gt stop displaying the report Repeat steps 4 and 5 to select a different report type and pilot Otherwise press the lt Enter gt key to Agent Current Status Report The ACD Current Status report indicates the current non historical present real time status of all the agents for a specific pilot Listing agents by directory number agent identification number and name this report reflects the present status for each agent The top of the report displays current statistics for the pilot as a whole Table 30 describes the statistical fields of an ACD Agent Current Status report Table 30 Statistical Fields of an ACD Agent Current Status Report Field Statistic Calls Queued Provides the number of ACD calls currently in queue that originated to the pilot PILOT N It also provides the total number of ACD calls
11. L The system leaves the agent on line and then re queues the call The system continues to ring the involved agent s station S The system signs the agent off and then re queues the call Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Short Abandon Time SAT Defines a Short Abandon Time from 2 to 60 seconds for the pilot The system rounds SAT values up to the nearest even second for example the system applies an SAT of 14 seconds if the value of this parameter is 13 The ACD Short Abandon Time capability establishes a minimum time that a call must remain online before the system records it as an abandoned call It sets a threshold that filters out calls that may be abandoned for reasons that are not related to call center efficiency such as calls abandoned by callers who realize that they have dialed a wrong number None is a valid value for this parameter causing the system to record all abandoned calls Supervisor Port Number AST Identifies a specific port in the form WWW X YY ZZ for a supervisor station www is the cabinet number X is the shelf number yy is the slot number and ZZ is the port number For example 1 3 9 8 indicates the eighth port of the card in the ninth slot of the third shelf in the first cabinet Defining a supervisor port allows the associated station to use enabled supervisor features such as Monitoring Night Service and Manual Overflow When you identif
12. Table 23 Training and Development Analysis Applicable Reports Are agents providing immediate Agent Average report assistance to callers Agent Percentage report Which agents need more training Agent Average report Agent Percentage report Agent Call Source Tracking by Originating Pilot Number report Are agent trainees ready Agent Call Source Tracking by Originating Pilot Number report Agent Average report Agent Percentage report Can agents handle more calls Agent Call Source Tracking by Originating Pilot Number report Agent Average report Agent Percentage report Table 24 lists ACD reports that can help you analyze the design and operations of your ACD pilots 210 Aastra 2542 002 ACD Administration Procedures Table 24 ACD Pilot Performance Analysis Applicable Reports Do some specific groups have high Agent Current Status report numbers of overflow calls How many overflow calls does a pilot Agent Call Source Tracking by Originating have Pilot Number report Agent Current Status report Are agents handling too many overflow Agent Call Source Tracking by Originating calls rather than handling calls to their Pilot Number report primary pilot When should supervisors use manual Call Profile report Overflow and Abandoned overflow calls What is the best queue depth before a Call Profile report Abandoned calls pilot routes calls to an overflow pilot When should the supervisor use the
13. ACD Administration Procedures ACD Pilot Parameter ACD Whisper Message Source Defines one of the following as the source for AWM whisper messages for this pilot e Announcement trunk e Broadcast trunk e IVC device When you select an announcement trunk as a whisper message source the system prompts you to define the Announcement Trunk Number and Announcement Trunk Prefix Digit Table Number parameters When you select a broadcast trunk as a whisper message source the system prompts you to define the Broadcast Trunk Number parameter When you select an IVC device as a whisper message source the system prompts you to define the IVS Group Number IVS Phrase Group and IVS Phrase Identification Number parameters Additional Deflection Destination Identifies a call deflection destination that the system DPT uses as a last resort to handle incoming calls when the pilot has too many calls in queue or any call has been in the queue too long The associated Longest Queue Duration and Maximum Queue Size parameters determine when the system deflects calls to this additional destination Valid values include all existing directory numbers in the switch database and N which deflects calls to a busy tone Aastra 2542 002 gt 23 Chapter 4 ACD Pilots 24 ACD Pilot Parameter Agents Incoming Calls Display MOD Agent Not Ready Allowed NRD Agent Sign off Mode AOF Description Controls information that
14. Aastra 2542 002 71 Chapter 5 Agents and Supervisors Station Parameter 72 Home ACD Pilot Number ACD Assigns a specific pilot by number as the agent s home pilot See Reassignment for more information Note The Agent ID s Home ACD Pilot Number parameter overrides this parameter The Agent ID parameter associates the home pilot to the Agent ID rather than the agent s directory number Aastra 2542 002 ACD Administration Procedures Chapter 6 Agent Not Ready Automatic Call Distribution ACD provides an Agent Not Ready feature Agent Not Ready is similar to the Agent Unavailable feature but the agent is an external application that communicates with the PointSpan switch across an Open Application Interface OAI channel The application activates and deactivates the feature When Agent Not Ready is active the switch does not route ACD calls to the application When Agent Not Ready is inactive the switch routes ACD calls to the application Typically Agent Not Ready supports an out dialer in a call center Enable the Agent Not Ready Feature The following table outlines the process to enable the Agent Not Ready feature Establish OAI connectivity between the external application and the PointSpan switch See the following for assistance Ethernet Access and Open Application Interface OAI Setup manual 2540 nnn Open Application Interface Developer Reference manual 2478 nnn Other Aastra OA
15. If you select any value other than N for this parameter the system prompts you to define the Agent State After Time Expired parameter Aastra 2542 002 95 Chapter 10 Agent Unavailable Pilot Parameter for the Agent Description Unavailable Feature Unavailable Reason Code Defines the reason code for agents who become Number for Agent Work unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294267295 Note This parameter can use a different reason code than the Initial Agent Sign on Mode feature Unavailable Reason Code Defines the reason code for initial agent sign on It is Number for Initial Agent only available when Initial ACD Sign on Mode is Sign on either AW or UN Agent Unavailable Valid values are from 1 to 4294267295 Note This parameter can use a different reason code than the Agent Work Allowed feature Unavailable Reason Code Table Defines a reason code table for agents who become for Agent Work unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294967295 Note This parameter can use a different reason code table than either the Agent Unavailable or Initial Agent Sign on Mode features Unavailable Reason Code Table Defines the reason code table for initial agent for Initial Agent Sign on sign on when the Initial ACD Sign on Mode is either AW or UN
16. This parameter can use a different reason code than the Agent Work Allowed feature Defines a reason code table for agents who become unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294967295 Note This parameter can use a different reason code table than either the Agent Unavailable or Initial Agent Sign on Mode features Defines the reason code table for initial agent sign on when the Initial ACD Sign on Mode is either AW or UN Agent Unavailable Valid values are from 1 to 4294267295 Note This parameter can use a different reason code table than either the Agent Unavailable or Agent Work Allowed features 41 Chapter 4 ACD Pilots ACD Pilot Parameter 42 Unavailable Reason Code Table Number for Agent Unavailable Update Lamps After Sign off ULS Use Directory Lookup DLS Wrap up WRP Defines a reason code table for the Agent Unavailable feature Valid values are from 1 to 4294967295 This parameter is only available when Agent Unavailable is M or O Note This parameter can use a different reason code table than either the Initial Agent Sign on Mode or Agent Work Allowed features For an ID based center with the Calls in Queue feature determines whether agent stations with queue lamp indicators continue to show queue status even when an agent in signed off of the pilot See Calls in Queue for details Valid v
17. AGI ENT MONITOR or Respond appropriately at this and After you respond to the prompt for the subsequent prompts to define how the LINE ATDC Monitor List the console Monitor Control List supports the displays all the values for the Monitor following monitoring types Control List followed by Agent Monitoring DO Agent Group Call Monitoring Supervisor Group Call Monitoring Application Pilot Call Monitoring DNIS Call Monitoring Directory Number and Attendant Monitoring See Monitor Control List Parameters for descriptions of the parameters and their valid values ES UPDAT E V ERIFY gt Type Y to save the new Monitor Control List Monitor Control List Parameters Several PointSpan database parameters define a Monitor Control List Table 21 presents the Monitor Control List parameters in alphabetical order Aastra 2542 002 181 Chapter 33 Monitoring Table 21 Monitor Control List Parameters Monitor Control List Description Parameter Agent Monitor Defines how the Monitor Control List supports both Agent Number Monitoring based on Agent ID and Agent Directory Number Call Monitoring based on agent DIRN N This Monitor Control List None prevents Agent Monitoring for any pilot that uses it A This Monitor Control List All Agents enables the supervisor for any pilot that uses it to monitor all agents in the pilot L This Monitor Control List Listed Agents
18. Agent Unavailable Valid values are from 1 to 4294267295 Note This parameter can use a different reason code table than either the Agent Unavailable or Agent Work Allowed features Aastra 2542 002 ACD Administration Procedures Pilot Parameter for the Agent Description Unavailable Feature Unavailable Reason Code Table Defines a reason code table for the Agent Number for Agent Unavailable Unavailable feature Valid values are from 1 to 4294967295 This parameter is only available when Agent Unavailable is M or O Note This parameter can use a different reason code table than either the Initial Agent Sign on Mode or Agent Work Allowed features Class of Service Parameters for the Agent Unavailable Feature Several Class of Service CLOS parameters support the Agent Unavailable feature Table 14 presents the CLOS parameters that support the Agent Unavailable feature in alphabetical order It also shows the system console s three letter abbreviation for each parameter Table 14 Class of Service Parameters for Agent Unavailable CLOS Parameter for the Agent Description Unavailable Feature Agent State After Time Expired Defines the state that the system will apply for any WTO agent who remains in Work longer than the Time for Agent Work parameter Agent State After Work Agent Unavailable O Agent Ottime If you select U Agent Unavailable for this parameter the system prompts you
19. Call Guide 100 Call Guide 200 Call Guide 300 Agent Group 4000 no Last Agent Group 8000 no variables variables Agent Group 5000 includes a variable Agent Group 7001 includes a variable Agent Group 7002 no variables Agent Group 6000 no variables Branch to Call Guide 300 Last 169 Chapter 32 Manual Overflow A call arrives for pilot 3000 for which call guide 100 is active After the system calls call guide 200 an announcement trunk plays an announcement to the caller During the announcement a supervisor activates manual overflow for pilot 3000 Call guide 100 still active for pilot 3000 processes the overflow The Call Guide Call step did not make call guide 200 the active call guide With call guide 100 still active manual overflow queues all calls to agent groups 4000 and 6000 The switch does not queue calls to agent group 5000 because that Agent Group step includes a variable As long as manual overflow is active for pilot 3000 the system queues all calls unconditionally to agent groups 4000 and 6000 Later a supervisor can cancel manual overflow to queue calls again to pilot 3000 In another scenario another call arrives for pilot 3000 while manual overflow is not active Again the system calls call guide 200 and an announcement trunk plays an announcement to the caller After the announcement call processing returns to step 2 of call guide 100 The system queues calls to agent group 4000
20. Note This parameter can use a different reason code table than either the Agent Unavailable or Agent Work Allowed features Unavailable Reason Code Table Defines a reason code table for the Agent Number for Agent Unavailable Unavailable feature Valid values are from 1 to 4294967295 This parameter is only available when Agent Unavailable is M or O Note This parameter can use a different reason code table than either the Initial Agent Sign on Mode or Agent Work Allowed features Enable the Work Feature The following table outlines the process to enable the Work feature Set the following related Class of Service parameters Agent State After Time Expired WTO Time for Agent Unavailable UTV Time for Agent Work WTV Unavailable Reason Code Number Unavailable Reason Code Table Set the following related ACD Pilot parameters Agent State After Time Expired Agent Work Allowed AWR Maximum Times Wrap Work Allowed WPM Time for Agent Work WTV Unavailable Reason Code Number for Agent Work Unavailable Reason Code Number for Initial Agent Sign on Unavailable Reason Code Table for Agent Work Unavailable Reason Code Table for Initial Agent Sign on Unavailable Reason Code Table Number for Agent Unavailable Aastra 2542 002 261 Chapter 47 Work 262 3 Ensure that button templates for appropriate agents include the Wrap up and Work WRAP feature button Assign an appropriate button templat
21. SELECT COMMAND gt ACDC 4 Aastra 2542 002 Aastra 2542 002 ACD Administration Procedures Role in ACD ACDR Command SELECT COMMAND gt ACDR The ACD Reports command generates and displays ACD reports It also clears the statistics that ACD reports include AGID Command SELECT COMMAND gt AGID The Agent Identification command assigns ID numbers and passwords to ACD agents The system uses Agent IDs to gather statistical information on each agent and to allow agents to sign on to agent group pilots The AGID command can e Specify that an agent can manually sign on without a password e Define a required password for an agent to manually sign on e Activate Dynamic Agent Sign on for an agent e Activate Roaming Agent for an agent e Define other core ACD functions for an agent AMSG Command The Annunciator Messages command creates or identifies annunciator messages for inclusion by SELECT COMMAND gt AMSG number in a call guide BTNS Command The Buttons command creates modifies and SELECT COMMAND gt BTNS otherwise controls button templates A button template assigns features and line select buttons for appropriate ACD stations CARD Command The Card command creates modifies and otherwise SELECT COMMAND gt CARD controls card configurations The CARD command can configure Integrate
22. The following table outlines the process to enable the Call Distribution capability Set the following parameters for each appropriate ACD pilot e Call Distribution Method CDM e Ordered Method if CDM is Ordered Set the ACD Queuing Priority Level SQP parameter for each Class of Service associated with ACD agents Set the Agent Idle Queuing Priority AIP parameter for each agent identification number Agent ID If the Pilot Member Type parameter for a call center is set to D DIRN based If the Pilot Member Type parameter for a call center is set to I ID based Set the Agent Idle Queue Priority parameter for each agent line station Aastra 2542 002 gt 109 Chapter 15 Call Distribution AASTRA 110 Aastra 2542 002 ACD Administration Procedures Chapter 16 Call Forward No Answer Automatic Call Distribution ACD provides a Call Forward No Answer capability that handles calls that an agent in a pilot does not answer Forwarding options include e The system forwards the call in accordance with call forwarding parameters for the involved agent station e The system leaves the agent on line then queues the call to the same pilot again e The system continues to ring the involved agent s station e The system signs the agent off then queues the call to the same pilot again Enable the Call Forward No Answer Capability The following table outlines the process to enable the Call Forward
23. To assign an IVC device as the message source skip to step 12 Type the announcement trunk group The console displays number ANNOUNCEMENT TRUNK PDT NUMBE or O NONE gt Type the number of an optional The console displays Prefix Digit Table PDT for the announcement trunk or type 0 to not assign a PDT Specify TGRP Field to Modify OR Ot swan SS Type the broadcast trunk group The console displays number Specify TGRP Field to Modify ORS OL sea SS 252 Aastra 2542 002 ACD Administration Procedures 12 Type the IVS group number associated with the whisper message Type the IVS phrase group number associated with the whisper message Type the IVS phrase identification number for the whisper message Set the Whisper Device Wait Time The console displays IVS P HRASE GROUP or The console displays IVS P HRASE ID or The console displays Speci or fy TGRP Field to Modify OL sien TA The console displays trunk group information including whisper message a followed by OES UPDATE ERIFY gt Use this procedure to set the whisper device wait WDW time When a whisper message source is not available the system delays for the WDW time before connecting the call to its destination The delay provides time for a source to become available At the main Administrative Console prompt type UGRP Type the number for a user
24. enables the supervisor for any pilot that uses it to monitor some agents in the pilot as listed for other monitoring types 182 Aastra 2542 002 Aastra 2542 002 ACD Administration Procedures Monitor Control List Description Parameter Call Monitor Agent Group List Call Monitor DNIS List Defines how the Monitor Control List supports Agent Group Call Monitoring All All Agent Groups A agent dirn user group MN ThisMonitorControl List Monitor Control List prevents Agent Group Call Monitoring for any ACD pilot that uses it This Monitor Control List enables the supervisor for any pilot that uses it to monitor all agent group pilots in the call center of the same user group This Monitor Control List enables the supervisor for any pilot that uses it to monitor some agent group pilots in the call center of the same user group as listed by directory number and user group Defines how the Monitor Control List supports Dialed Number Information Services DNIS Call Monitoring All All DNIS numbers A DNIS number user group This Monitor Control List prevents DNIS Call Monitoring for any ACD pilot that uses it This Monitor Control List enables the supervisor for any pilot that uses it to monitor all DNIS numbers This Monitor Control List enables the supervisor for any pilot that uses it to monitor some DNIS numbers as listed each with its associated user group
25. An ACD pilot can be one of two types e Steering or call type pilot e Agent group pilot A call center requires at least one steering pilot a primary pilot that contains one or more call guides A call guide is a series of instructions similar to a script that specifies how ACD processes calls Call guides typically route calls to appropriate agent group pilots pilots to which one or more agents are assigned An ACD system typically uses several pilots of both types to provide the complete routing function for a call center Caution PointSpan switches do not prevent the creation of pilots that are both steering pilots those with one or more call guides and agent group pilots those to which agents are assigned However maintaining clear distinctions between steering and agent group pilots can help you implement a well organized and more easily understood ACD system In fact the Centergy Reporting call center management application specifically handles separate statistics for call types for pilots with call guides and agent groups for pilots with agents Any pilot with both a call guide and agents can cause confusing statistical data in Centergy Reporting Create an ACD Pilot Use this procedure to create an ACD pilot At the main Administrative Console The console displays command prompt type ACD ECT COMMAND gt ACD LECT MODE PRINT PLAY UPDATE TITLE HANGES ADMIN gt
26. CHANGE SE T RC DMIN gt 2 Type U he console displays UPDATE MODE C Create M Modify D Delete gt 3 Type M The console displays PILO ECTORY NUMBE OB E Type the number for the ACD pilot to The console displays modify USER GROUP gt 250 Aastra 2542 002 Aastra 2542 002 ACD Administration Procedures 5 7 Type Y to save the ACD pilot with new whisper messaging parameters 251 10 11 12 13 14 16 17 Type the number of the user group associated with the ACD pilot Type AWM ACD Whisper Message Source To assign an announcement trunk as the message source skip to step 8 To assign a broadcast trunk as the message source skip to step 11 To assign an IVC device as the message source skip to step 13 Type the announcement trunk group number Type the number of an optional Prefix Digit Table PDT for the announcement trunk or type 0 to not assign a PDT Type the broadcast trunk group number Skip to step 16 Type the IVS phrase group number associated with the whisper message Type the IVS group number associated with the whisper message Type the IVS phrase identification number for the whisper message Press the lt Enter gt key The console displays Specify ACD Field to Modify OL gt SOL e EA The console displays ACD WHISPER MESSAGE GROUP or gt The con
27. Note Every steering pilot includes one main call guide and one night call guide to define how the pilot routes calls A steering pilot includes more than one main call guide however only to support Call Route Scheduling The system does not limit Branch to Call Guide or Call Guide Call steps to targeting call guides in the same pilot any call guide can branch to or call any of the other call guides in the system database Note A pilot numbers its main call guides 1 through 4 These numbers however do not match the call guide numbers that the system database assigns to call guides through the ACDC command A pilot can for example use the system s call guide 24 as any one of its four main call guides Your ACD design plan should record the system s call guide numbers for each pilot For details see ACD Design Principles Aastra 2542 002 117 Chapter 19 Call Route Scheduling Time of Day Scheduling A PointSpan switch database can include up to 12 TOD schedules each with up to six defined daily periods For example the following TOD schedule activates call guide 1 from 8 00 am until 5 00 pm and activates the night call guide from 5 00 pm until 8 00 am TOD ENTRY 1 PERIOD TIME TYPE 1 00 00 NIGHT SERVICE 2 08 00 CG 1 3 17 00 NIGHT SERVICE Day of Week Scheduling A PointSpan switch database can include a DOW schedule that assigns a different call guide or TOD schedule to each day of
28. OAM OAI Application ID OASI Communication Number gt 193 Chapter 37 OAI Associated Member AASTRA 194 Aastra 2542 002 ACD Administration Procedures Chapter 38 Originator Billing Automatic Call Distribution ACD provides an Originator Billing capability This capability determines whether the system includes the originator as the billable party in a call s Call Detail Record CDR even if an agent or the system transfers the call Enable Originator Billing Set the Originator Billing OBL parameters for each ACD pilot to determine whether the system includes the originator as the billable party in the Call Detail Record for any call to the pilot even if an agent or the system transfers the call Aastra 2542 002 195 Chapter 38 Originator Billing AASTRA 196 Aastra 2542 002 ACD Administration Procedures Chapter 39 Overflow Automatic Call Distribution ACD provides an Overflow capability to distribute calls in queue to alternative pilots when none of the agents in a primary agent group pilot are available Example X Corp has a call center with two primary agent group pilots Agent group pilot 7000 supports life insurance policies and agent group pilot 7500 supports health insurance policies The active call guide in X Corp s steering pilot routes life insurance calls to pilot 7000 and health insurance calls to pilot 7500 During normal operations this works excellently However sometime
29. PRINT DISPLAY KAR ADMIN gt The console displays STATISTICS TO CLEAR or The console displays ACD PILOT USER GROUP or or gt After the system clears the statistics the console displays SELECT MODE PRINT DISPLAY CLEAR ADMIN gt Use this procedure to clear both the ACD pilot report statistics and the agent statistics including call source statistics for a pilot At the main Administrative Console command prompt type ACDR Type B both pilot report and agent statistics The console displays SELECT COMMAND gt ACDR SELECT MODE PRINT DISPLAY CLEAR ADMIN gt The console displays STATISTICS TO CLEAR or The console displays ACD PILOT pea GROUP Or OT 22 EN Type a pilot directory number and After the system clears the statistics the 238 Aastra 2542 002 ACD Administration Procedures user group in the form pilot dirn console displays user group For example type SELECT MODE PRINT DISPLAY 3500 2 to select pilot 3500 in user CLEAR ADMIN gt group 2 Clear Call Profile Statistics Use this procedure to clear the ACD call profile statistics for a pilot At the main Administrative Console The console displays command prompt type ACDR ECT COMMAND gt ACDR ECT MODE PRINT DISPLA
30. Table 10 Line Parameters for ACD Station Parameter ACD Agent Line AAL Determines whether a voice line supports ACD Valid values are Y yes and N no Select Y for an agent line Select N for a supervisor line Agent Automatic Sign on ID Determines whether the line supports Automatic ASO Agent Sign on Valid values include an established Agent ID number or N none A valid Agent ID number enables Automatic Agent Sign on A value of N activates Manual Agent Sign on See Agent Sign on for more information Agent Idle Queue Priority AIP Determines the order in which an agent receives calls that ACD distributes with the Ordered Selection call distribution method Valid values are O through 7 With Top down Order Selection the system routes calls to agents with higher priorities first routes to agents with priority 7 before others With Bottom up Ordered Selection the system routes calls to agents with low priorities first routes to agents with priority 1 before others The system does not apply Ordered Selection distribution to agents with priority 0 The system always routes calls to 0 priority agents based on how long they have remained idle See Call Distribution for more information Note This LINE parameter applies only for DIRN based call centers ID based call centers apply the AGID command s Agent Idle Queue Priority parameter Class of Service COS Associates a Class of Service with the line
31. The console displays DNIS NUMBER or gt The console displays DNIS ENTRY TITLE ENTER TITLE gt Aastra 2542 002 ACD Administration Procedures Type an appropriate title The console displays DNIS DESTINATION NUMBE OM 24 a Type the four digit destination DNIS The console displays such as 6005 for which the system will play whisper messages USER GROUP gt Type the number of the user group The console displays associated with the DNIS number DISPLAY TEXT or N None or gt Type a text message that will appear The console displays on a phone display while the system plays a whisper message or type N for no display message If the whisper message source is an WHISPER MESSAGE SOURCE GROUP Or gt announcement trunk skip to step 14 If the whisper message source is a broadcast trunk skip to step 17 If the whisper message source is an IVC device skip to step 19 Type the announcement trunk group The console displays number ANNOUNCEMENT TRUNK PDT NUMBE or O NONE gt Type the number of an optional The console displays Prefix Digit Table PDT for the announcement trunk or type 0 to not assign a PDT Skip to step 22 PS Type the broadcast trunk group The console displays number PILOT MUSIC SOURCE Skip to step 22 AA 9 Type the IVS group number The console displays
32. Type an Exception Date in the The console displays appropriate form See Call Route EXCEPTION TREATME Scheduling Parameters for details Bie oy ess Type an Exception Treatment in the The console displays appropriate form See Call Route EXCEPTION DATE or or Scheduling Parameters for details Return END gt Repeat steps 27 and 28 until you have The console displays the complete defined all of the exception dates and DOY schedule followed by the corresponding treatments for each Then press the lt Enter gt key Type Y to save the DOY schedule to the switch database Ending Conditions DOES UPDATE VERIFY gt The ACD steering pilot includes Call Route Scheduling tables Call Route Scheduling Parameters Table 15 shows ACD pilot parameters that control the Call Route Scheduling capability for a specific ACD steering pilot Table 15 Call Route Scheduling Parameters Call Route Scheduling Description Parameter Enable CRS Routing Enables or disables Call Route Scheduling for the ACD steering pilot Y enables the capability N disables the capability CRS Translation TOD DOW Access one of the following types of schedules DOY e Time of Day TOD e Day of Week DOW e Day of Year DOY Aastra 2542 002 gt 125 Chapter 19 Call Route Scheduling Call Route Scheduling Description Parameter TOD Table Entry Selects the number o
33. calls The agent has placed a current ACD call on hold Idle A vailable The agent is ready to receive incoming ACD calls Incoming The agent is on an inbound non ACD call received by the ACD line The agent is on a call with another internal ACD line Offline The agent is not logged in and the agent s station is not active in ACD An offline agent is considered off duty Online The agent is logged in and the agent s station is active in ACD All other agent states except Offline are online states Outgoing The agent is on an outbound non ACD call that they originated from the ACD line Work The agent is in a manual work period that prevents the station from accepting more ACD calls An agent uses work time to complete paperwork and other duties Wrap up The agent is in an automatic wrap up period up to 250 seconds following each call that prevents the station from accepting more ACD calls An agent uses wrap up time to complete paperwork and other duties Aastra 2542 002 gt 243 Chapter 45 Status Monitoring 244 AASTRA Aastra 2542 002 ACD Administration Procedures Chapter 46 Whisper Messaging Automatic Call Distribution ACD provides a Whisper Messaging capability as part of Integrated Voice Services IVS IVS can play audio messages on a destination phone such as an ACD agent station before the switch connects the incoming call A whisper message typically provides information about the inboun
34. message The caller hears the message in progress not necessarily from the beginning The switch connects the call to the trunk for the duration of the broadcast announcement length BAL Note The BAL is a Group GRPS parameter Source Not Available If when the system tries to play a whisper message an appropriate source is not available the system waits for the duration of the whisper device wait WDW time The WDwW time is a User Group UGRP parameter If a source becomes available within the WDW time the system plays the whisper message If a source does not become available within the WDW time the system plays a zip tone at the destination station and connects the call Enable Whisper Messaging The following table outlines the process to enable Whisper Messaging To support whisper messaging for incoming Dialed Number Identification Service DNIS calls assign messages to user groups that support DNIS To support whisper messaging for calls to Automatic Call Distribution ACD pilots assign messages to appropriate pilots Set the whisper device wait WDW time When a whisper message source 1s not available the system delays for the WDW time before connecting the call to its destination The delay provides time for a source to become available Create any Prefix Digit Tables PDTs needed to provided whisper messaging information to announcement trunks To support whisper messaging for calls from speci
35. no Aastra 2542 002 51 Chapter 5 Agents and Supervisors ACD related Class of Service Description CLOS Parameter OAI Monitor Play Monitored Enables a recording device connected to the switch DIRN MOD across an Open Application Interface OAT link to associate appropriate directory numbers DIRNs with corresponding parts of a recording This allows users to identify portions of a recording without listening to the entire recording Valid values are Y yes and N no Play Monitor Disconnect Tone Determines when the system plays a monitor MDT disconnect tone a zip zip tone that indicates that one of the parties have disconnected Value DisconnectTone Conditions Tone Conditions The system does not play a ads disconnect tone The system plays a tone when ere wither party disconnects The system plays a tone only ii when then monitored party disconnects Play Monitor Initiated Tone Determines whether the system plays a periodic tone MIT while monitoring is in progress Valid values are Y yes or N no The Monitoring Notification Tone user group parameter a call handling parameter defines the rate of this periodic tone Remove Roaming Agent Determines whether the system automatically at Sign off ARA removes a roaming agent s directory number from a station when the agent signs off Valid values are Y yes and N no Roaming Agent ROM Determines whether lines associated with this CLOS
36. often display information that identifies the primary pilot from which a call arrives Enable the Agent Station Display Feature To enable the Agent Station Display feature and determine how calls to an ACD pilot display information set the Agents Incoming Calls Display MOD parameter for each pilot Aastra 2542 002 83 Chapter 8 Agent Station Display AASTRA s4 Aastra 2542 002 ACD Administration Procedures Chapter 9 Agent Statistics Automatic Call Distribution ACD provides an Agent Statistics feature which enables an agent station with alphanumeric display to show statistics for an agent When a station supports the Agent Statistics feature an agent can display the following information on their station by pressing the Agent Statistics feature button e Agent name and extension e Online duration e Percentage of time available to receive calls e Percentage of time answering ACD calls e Percentage of time in Wrap up state e Percentage of time in Hold state e Percentage of time in Work state e Percentage of time on incoming calls e Percentage of time on outgoing calls e Percentage of time on internal calls e Total number of ACD calls e Average ACD call duration e Total number of incoming calls e Total number of internal calls Enable the Agent Statistics Feature The following table outlines the process to enable the Agent Statistics feature Define the statistics to be displayed and their form
37. then queues calls to agent groups 5000 and 6000 The system then waits 20 seconds then branches to call guide 300 Because processing branched call guide 300 becomes the active call guide With 300 as the active call guide another supervisor activates manual overflow for pilot 3000 Manual overflow queues calls to agent groups 8000 and 7002 The switch does not queue calls to agent group 7001 because that Agent Group step includes a variable Enable Manual Overflow The following table outlines the process to enable the Manual Overflow feature Fa intactos the ACD automatic standard Overflow capability by including Agent Group AGRP steps with conditional parameters in appropriate call guides Ensure that appropriate button templates for supervisors include the Manual Overflow OVFL feature button to allow supervisors to activate manual overflow button to stations for supervisors who will user the feature Note You cannot modify an existing supervisor station using the Line command to add support for Manual Overflow You must delete the station line and create it again with an appropriate button template E Assign an appropriate button template with the Manual Overflow feature 170 Aastra 2542 002 ACD Administration Procedures Chapter 33 Monitoring Automatic Call Distribution ACD provides a Monitoring feature for supervisors The term Quality Monitoring is synonymous With Monitoring a supervisor ca
38. ACD Queuing Priority Level Assigns a queuing priority level for all calls SQP associated with this CLOS ACD routes calls in queues with higher priority to agents that become available before it routes calls with lower priority Higher priority calls remain in queue for less time than lower priority calls Valid values are 0 through 7 Seven 7 is the highest priority Zero however assigns no priority to calls ACD routes calls with no priority in the order in which they were queued Agent State After Time Expired Defines the state that the system will apply for any WTO agent who remains in Work longer than the Time for Agent Work parameter Agent State After Work Agent Unavailable o Agent Ofline If you select U Agent Unavailable for this parameter the system prompts you to define the following additional parameters e Unavailable Reason Code Table e Unavailable Reason Code Number e Time for Agent Unavailable Call Recording Allowed CRD Determines whether the system can record calls over lines associated with this CLOS Valid values are Y yes or N no Aastra 2542 002 gt 49 Chapter 5 Agents and Supervisors 50 ACD related Class of Service CLOS Parameter Continuous Call Recording CCR CPN ANI Routing Allowed CRA Dynamic Agent Sign on DAS Determines call recording conditions Call Recording Conditions N No CCR The system does not allow any continuous call recording Call
39. Agent RAG e Voice Directory Number AVL Set the following related Class of Service parameters e Line Remove by Roaming Agent RAM e Roaming Agent ROM Note See appropriate phone documentation for instructions to relocate an ACD line from one ACD station to another and to manually remove a roaming agent line from a station Modify a User Group for Manual Removal of Roaming Agent Line Use this procedure to define the length for a feature code that removes roaming agent lines associated with a user group By activating the feature code from the keypad of an Agent station a user removes the roaming agent line Aastra 2542 002 gt 79 Chapter 7 Agent Sign on At the main Administrative Console command prompt type UGRP _ Type the number for the user group to modify Type FDD First Digit Disposition Type 5 to select the first digit of numeric feature codes Type NMFT Numeric Feature Code Digits number of digits for the feature code that removes roaming agent lines associated with the user group Press the lt Enter gt key Type 1 2 3 or 4 to define the The console displays COMMAND gt UGRP MODE PRINT DISPLAY Es TITLES gt The console displays UPDATE MODE C Create M Modify D De leete gt The console displays USER GROUP NUMBER or gt The console displays SELECT SUBCOMMAND or
40. Agent Average report Force feature to take agents our of Wiap ip and Work states Agent Percentage report Call Profile report Calls in queue and abandoned calls Pilot Number Current report When are the center s peak busy Pilot Number Hourly report periods How can available agents be located Agent Current Status report during busy periods Table 25 lists ACD reports that can help you understand how effectively agents are handling calls Table 25 Agent Performance Analysis Applicable Reports Who are the most effective agents Agent Average report Agent Percentage report Agent Call Source Tracking by Originating Pilot Number report Which agents are not performing well Agent Average report Agent Percentage report Agent Call Source Tracking by Originating Pilot Number report Aastra 2542 002 211 Chapter 43 Report Generation Applicable Reports Are agents staying in Work too long Agent Average report not answering calls when they are available or otherwise using the system inappropriately Agent Current Status report Agent Percentage report Should agents use the Automatic Agent Average report Answer hands free feature Are some agents either talking too long Agent Average report or ending calls to abruptly Table 26 lists ACD reports that can help you evaluate the general effectiveness of the center in meeting customer needs Table 26 Customer Satisfaction and Quality An
41. Calls Offered Deflc The top value is the sum of ACD calls to the pilot that Gills Offered continua were either abandoned reached final disposition were answered or were deflected The bottom value in parentheses is the specific number of ACD calls to the pilot that were deflected Aastra 2542 002 gt 229 Chapter 43 Report Generation Field Statistic Aband Calls The total number of ACD calls to the pilot that a caller ended abandoned before an agent answered Final Disp Calls The total number of ACD calls to the pilot that reached final disposition the end of an active call guide whether handled by an agent or otherwise Ans Calls Avg The top value is the total number of calls to the pilot that agents answered including calls initially directed to the pilot and calls directed to the pilot as an overflow pilot The bottom value is the average time until answer in the form MM SS based on the formula Total Queue Duration for Answered Calls Total Number of Answered Calls Answered Norm The number of calls initially directed to the pilot that agents answered this number excludes overflow calls that agents answered Answered Auto Ovfl The number of calls that agents answered after ACD s automatic overflow function routed them to this pilot Answered Manul Ovfl The number of calls that agents answered after a supervisor activated manual overflow to route them to this pilot Trgt Ans lt
42. Caution If you type N the system will not save the pilot Even if the pilot is not complete or 100 accurate saving it makes it available for future edits see Modify an ACD Pilot If you do not save the pilot you must create it again from the beginning ACD Pilot Use this procedure to change the parameters of an existing ACD pilot At the main Administrative Console The console displays command prompt type ACD ECT COMMAND gt ACD S SELECT MODE PRINT DISPLAY UPDATE TITLE C T HANGES ADMIN gt 2 Type U he console displays UPDATE MODE C Create M Modify D Delete 3 Type M The console displays PILOT DIRECTORY NUMBE OF V wee gt Type the directory number for the pilot The console displays to modify USER GROUP gt Type the number for the user group The console displays associated with the pilot Specify ACD Field to Modify or or gt Type an appropriate code for the ACD After you respond to the final prompt parameter to change For example for the ACD parameter you change the type CRS to change the parameters for console displays Call Route Scheduling Type for a 7 Specify ACD Field to Modify list of all of the ACD parameter codes OL OE Pies T Respond appropriately at subsequent prompts 21 Chapter 4 ACD Pilots Repeat step 6 foreach ACD parameter The console displays a
43. Chapter 24 Destination Information Transfer Automatic Call Distribution ACD provides a Destination Information Transfer capability to determine what destination information the system transfers with an exiting call Subsequent destinations such as agent stations for display and voice mail systems use this information Options for destination information include e Destination information for an exiting call based on the current pilot e Destination information for an exiting call based on the destination number provided by the exiting step such as a Forward Call or CallNet step in the active call guide e Destination information for an exiting call based on the current pilot stination Information Transfer To enable the Destination Information Transfer capability set the Destination ID on Exit DST parameter for each appropriate ACD pilot gt 145 Chapter 24 Destination Information Transfer AASTRA 146 Aastra 2542 002 ACD Administration Procedures Chapter 25 Digit Collection Automatic Call Distribution ACD provides a Digit Collection capability as a primary part of Integrated Voice Services IVS Digit Collection involves getting input from callers usually in the form of dual tone multi frequency DTMF digits It requires a digit collection template a construct that defines the characteristics of the caller input to be collected Each Get Digits step in a call guide uses a digit collection template Diffe
44. Control List to associate with the supervisor station Press the lt Return gt key Type Y to save the new parameters including the Monitor Control List for the supervisor station The console displays Specify ITE STE Field to Modify or or gt The console displays MONITOR CONTROL LIST NUMBE OR SOP it SS The console displays Specify ITE STE Field to Modify or or gt The console displays all of the parameters for the supervisor station followed by DOES UPDATE VERIFY Aastra 2542 002 ACD Administration Procedures Chapter 34 Music Automatic Call Distribution ACD supports the capability to play music to callers while they wait in a pilot queue for agent answer while on hold during a transfer or during phrases and other messages Enable Music The following table outlines the process to enable music for ACD Implement the PointSpan system s standard music capabilities Music on Hold and Music During Transfer See the following publications for details e PointSpan System Description manual 2498 nnn e PointSpan System Database Procedures manual 2513 nnn e Other PointSpan publications as appropriate Note Customers may want to connect their own external music source to the PointSpan system to expand the standard music capabilities Set the following parameters for each appropriate ACD pilot e Continue Music Until Agent
45. Manual Overflow Duration e Number of Calls Offered to Pilot e Number of Calls Deflected e Number of Calls Queued e Total Duration of Queued Calls e Number of Calls Abandoned e Total Number of Calls Answered Normal and All Overflow e Number of Calls Answered Normal Only e Number of Calls Answered Manual Overflow e Number of Calls Answered Automatic Overflow e Number of Calls Answered Manual CallNet Overflow e Number of Calls Answered Automatic CallNet Overflow e Total Queue Duration of Answered Calls e Number of Calls Answered within Pilot Target Time e Number of Calls Reaching Final Disposition e Number of Calls Transferred e Longest Single Call Queue Duration Aastra 2542 002 ACD Administration Procedures Enable CDR Agent Event The following table outlines the process to enable the ACD CDR Agent Event capability Set the ACD CDR Event Period system parameter to define the time Di Se AED EDR Event Pava s n parinciohtedetina the ime Boundary for ACD CDR event records Set the CDR Agent Event Enabled AGE parameter for each appropriate ACD pilot to Y When this parameter s value is N the system does not produce ACD CDR A gent Event records Enable CDR Pilot Event The following table outlines the process to enable the ACD CDR Pilot Event capability a lr pasada the ACD CDR Event Period system parameter to define the time boundary for ACD CDR event records Set the CD
46. NUMBER LOCATION Or gt The console displays ENTER PHONE ID OL Te TYPE gt EFAULT SE Press the lt Return gt key to specify no The console displays default set ENT ER PORT TYPE 65 Chapter 5 Agents and Supervisors Respond appropriately to this and all After you respond to the last prompt for subsequent prompts For detailed station parameters the console displays descriptions of ACD specific station all of the parameter values followed by parameters see ACD FONE DOES UPDATE VERIFY gt Parameters For information on all FONE parameters for stations see the PointSpan Station Database Procedures manual 2512 nnn 7 Type Y to save the ACD station in the PointSpan database FONE Parameters for ACD Several PointSpan database parameters define an ACD station determining its type and capabilities Many of the parameters are available through both the FONE and LINE commands The FONE command creates a new station and the LINE command modifies the parameters of an existing station Table 9 presents the ACD related FONE parameters in alphabetical order When you create an ACD station the Administrative Console does not show prompts for all of the possible FONE parameters Rather it automatically excludes or includes prompts based on your responses For example the parameter choices differ significantly for
47. No Answer capability for ACD Descriptiontion Define the standard call forwarding options for each agent station FONE 2 or Line Set the following parameters for each appropriate ACD pilot e Call Forward No Answer Time FNR e Ring No Answer Forward Treatment RNF Aastra 2542 002 111 Chapter 16 Call Forward No Answer AASTRA 112 Aastra 2542 002 ACD Administration Procedures Chapter 17 Call Guides Automatic Call Distribution ACD provides a Call Guide capability Each ACD steering pilot uses call guides to define how it processes calls including how it routes calls to agents Each call guide contains a series of instructions similar to a script that specify the processing steps for the pilot A single steering pilot can use up to four call guides and an additional night call guide Each steering pilot can contain it own Call Route Scheduling parameters to determine when each call guide is in effect See Call Route Scheduling for more information Use Call Guides To fully understand and enable the ACD Call Guides see the PointSpan ACD Call Guide User Manual 2545 nnn Aastra 2542 002 gt 113 Chapter 17 Call Guidance AASTRA 114 Aastra 2542 002 ACD Administration Procedures Chapter 18 Call Recording Automatic Call Distribution ACD Supports a Call Recording feature With this feature an agent can manually initiate call recording which is particularly valuable when
48. Or SOL NP art bn Repeat steps 3 and 4 to select a different pilot for another Call Profile report Otherwise press the lt Enter gt key to stop displaying the report Clear Agent Statistics Use this procedure to clear the ACD agent statistics including call source statistics for a pilot At the main Administrative Console The console displays command prompt type ACDR ELEC COMMAND gt ACDR ECT MODE PRINT DISPLAY FEAR ADMIN gt The console displays STATISTICS TO CLEAR or Type A agent statistics The console displays ACD PILOT ea GROUP OG OF 2 La Type a pilot directory number and After the system clears the statistics the Aastra 2542 002 237 Chapter 43 Report Generation user group in the form pilot dirn user group For example type 3500 2 to select pilot 3500 in user group 2 console displays SELECT MODE PRINT DISPLAY CLEAR ADMIN gt Clear Pilot Statistics Use this procedure to clear the ACD pilot report statistics for a pilot At the main Administrative Console command prompt type ACDR Type C current pilot statistics Type a pilot directory number and user group in the form pilot dirn user group For example type 3500 2 to select pilot 3500 in user group 2 Clear Pilot and Agent Statistics The console displays ECT COMMAND gt ACDR ECT MODE
49. QLT e Queue lamp fluttering Number of calls in queue exceed the QLT Stations with an alphanumeric display show the number of calls in queue and the number of agents currently on line Enable the Calls in Queue Feature To enable the ACD Calls in Queue feature set the following parameters for each appropriate ACD pilot e Queue Lamp Threshold QLT e Update Lamps After Sign off ULS Aastra 2542 002 gt 139 Chapter 22 Calls in Queue AASTRA 140 Aastra 2542 002 ACD Administration Procedures Chapter 23 CDR Events for ACD Automatic Call Distribution ACD provides two Call Detail Record CDR event recording capabilities e CDR Agent Event e CDR Pilot Event CDR Agent Event ACD provides a CDR Agent Event capability When this capability is enabled for a pilot the system records ACD event information to an ACD Agent Event CDR for each agent in the pilot The system records state change events such as agent sign on and sign off when the event occurs It records other events with statistical calculations such as the total duration of ACD calls at time intervals based on the ACD CDR Event Period system parameter the default period is hourly At the quarter hour time boundary defined by the ACD CDR Event Period the system accumulates all the statistical durations and counts records them to a new ACD Agent Event CDR for each agent then clears the statistics An ACD Agent Event CDR includes the following
50. Route Scheduling The system applies appropriate changes to call guide control at the next scheduled change based on the Call Route Scheduling parameters See Activate or Deactivate Call Route Scheduling for a procedure 131 Chapter 19 Call Route Scheduling AASTRA 132 Aastra 2542 002 ACD Administration Procedures Chapter 20 Call Waiting Termination Automatic Call Distribution ACD provides a Call Waiting Termination capability Each ACD pilot can enable or disable this feature to determine whether the system will route a call to an agent station in the pilot when the station is busy with an active ACD call Enable Call Waiting Termination To enable the Call Waiting Termination capability for an ACD Pilot set the Call Waiting Termination Allowed CWE parameter for the pilot to Y The system disables Call Waiting Termination for a pilot when this parameter for the pilot is N Aastra 2542 002 gt 133 Chapter 20 Call Waiting Termination AASTRA 134 Aastra 2542 002 ACD Administration Procedures Chapter 21 CallNet Automatic Call Distribution ACD provides a CallNet routing capability A CallNet CNET call guide step supports the overflow of ACD calls from one switch to an agent group pilot on another switch A directory number for an agent pilot associated with a Satellite Directory Group SDGP defines the CallNet overflow destination CallNet enables a switch to overflow calls to
51. Value CallRecording Conditions Conditions A All Calls The system allows continuous call recording for all calls D ACD Calls The system allows continuous call recording for ACD calls only Determines whether the CLOS allows Called Party Number Automatic Number Identification CPN AND routing Valid values are Y yes or N no This value must be Y to support CPN ANI Routing steps in ACD call guides See the PointSpan ACD Call Guide User Manual 2545 nnn for more information Determines how the system supports Dynamic Agent Sign on for agents associated with this CLOS Value Control for Dynamic Agent Sign on N The system does not allow Not Allowed dynamic sign on for any agents associated with this CLOS C The system allows dynamic Conditional sign on conditionally based on agent DIRN as defined by the Agent ID AGID parameters U The system allows dynamic Unconditional sign on for all agents associated with this CLOS Aastra 2542 002 ACD Administration Procedures ACD related Class of Service Description CLOS Parameter Hands Free No Answer HFA Determines whether ACD agents and supervisors associated with this CLOS can use the Automatic Answer Hands Free capability Valid values are Y yes and N no Line Remove by Roaming Agent Determines whether the system can replace lines RAM associated with this CLOS with a Roaming Agent directory number DIRN Valid values a
52. abandoned calls consider setting an earlier target answer time e If the report reveals predictable patterns for abandoned calls consider playing announcements just before that critical point that is add an announcement as an appropriate step in a call guide to keep callers online e If the report reveals predictable patterns for abandoned calls consider using overflow just before that critical point that is add an overflow pilot as an appropriate step in a call guide and set the longest queue duration value below the predictable interval e If abandoned call rates are occasionally high but the periods are not predictable consider enabling supervisors to use of Manual Overflow to accommodate erratic call volumes 236 Aastra 2542 002 ACD Administration Procedures Run a Call Profile Report Use this procedure to generate an ACD Call Profile Report At the main Administrative Console The console displays command prompt type ACDR ELEC COMMAND gt ACDR ECT MODE PRINT DISPLAY EAR ADMI The console displays STATISTIC REPORT or The console displays ACD PILOT USER GROUP Or or gt Type a pilot directory number and The console displays a Call Profile user group in the form pilot dirn user Report with statistics for the pilot you group For example type 3500 2 to selected followed by select pilot 3500 in user group 2 ACD PILOT USER GROUP
53. an existing agent station using the Line command You must delete the station and create it again with a different value for the Wrap up Allowed parameter In a DIRN based call center you may wish to wait until stage 5 to change the Wrap up Allowed parameter and button template for stations at the same time Assign an appropriate button template with the Wrap up and Work feature button to stations for agents who use the feature You can not modify an existing agent station using the Line command to add support for the Wrap up feature You must delete the station line and create it again with an appropriate button template Aastra 2542 002 263
54. center parameters 10 Aastra 2542 002 ACD Administration Procedures Table 2 Call Center Parameters Call Center Parameter Agent ID Length NID Determines the length of agent identification numbers up to 12 alphanumeric characters Call Center Number Identifies by number the call center configuration within the database Valid values are 1 to 1000 Daylight Savings Time Type Determines how the system applies daylight savings DST time for the call center Daylight Saving Type eo e American Pilot Member Type PMT Specifies for statistics and reporting whether the system identifies agents in the call center by directory number DIRN or agent identification number Agent ID Valid values are D DIRN and I Agent ID This parameter determines whether the call center is DIRN based or ID based Aastra 2542 002 gt 1l Chapter 2 Call Centers Call Center Parameter 12 Team Administration Method TAM Team Member Type TMT Time Zone TZN Determines whether the standard Administrative Console or an external application connected to the switch across an Open Application Interface OAD channel controls the agent teams in the call center Value Team Administration Method Administration Method Administrative Console man A o A External OAI External OAI application Example external OAI applications include Centergy Reporting Call accounting applications Integrated
55. changes for this button template Button Template Parameters for ACD Several PointSpan database parameters define button templates Button templates assign features to the buttons of the ACD stations associated with them They also define related functions for those stations Table 7 presents the button template parameters in alphabetical order It also shows the system console s three letter abbreviation for each parameter 5s Aastra 2542 002 ACD Administration Procedures Table 7 Button Template Parameters for ACD Button Template Parameter Call Termination CTO Determines system operations after holding Setting Effect P After hold the system Preselect returns dial tone to the prime line even if another line placed the call H After hold the system High n dry silently terminates the call with no dial tone R After hold the system Reorigination returns dial tone to the line that placed the call Note This parameter is only available if the value of the Hold Type parameter is C Feature Button Assignment Determines the function of a button by number on a BTN button template Each button supports either a phone line by DIRN or an assigned feature Other buttons remain unassigned Setting ButtonAssignment Button Assignment Enables the button to ea support a phone line Maintains the button as eas unassigned still available for a DIRN or feature in the future Feat
56. code for the agents that it places in an agent unavailable state When supporting an initial agent unavailable state the system also includes a timer that defines how long an agent can remain unavailable After an agent remains unavailable for longer than this duration the system automatically logs the agent off Support for agent unavailable on initial sign on applies to all answer modes including e Manual answer e Auto answer Work Timer PointSpan switches can integrate Agent Unavailable and Work functionality Typically the Work feature enables an agent to manually prevent her ACD station from accepting more ACD calls The can remain in the work state indefinitely until removed forcibly by a supervisor see Force or until a work timer expires The Time for Agent Work parameter for either the pilot or the associated Class of Service defines this timer For details see Pilot Parameters for Work and Class of Service Parameters for Work When the time that an agent has remained in the Work state matches the value of the work timer the system either e Places the agents into an Agent Unavailable state with an optional pre defined reason code the function interval and reason code uniformly applies to all agents in the same Agent Group pilot or Class of Service or e Signs the agent offline Aastra 2542 002 89 Chapter 10 Agent Unavailable 90 Note If the agent presses the Wrap up Work button while on an ACD
57. different port types STE ITE etc Table 9 FONE Parameters for ACD Station Parameter ACD Agent Line Determines whether a voice line supports ACD Valid values are Y yes and N no Select Y for an agent line Select N for a supervisor line Agent Automatic Sign on ID Determines whether the system supports Automatic Agent Sign on Valid values include an established Agent ID number or N none A valid Agent ID number enables Automatic Agent Sign on A value of N activates Manual Agent Sign on See Agent Sign on for more information 6 Aastra 2542 002 Aastra 2542 002 ACD Administration Procedures Station Parameter Agent Idle Queue Priority Agent Station for ACD Assign Line Select Button Assign Voice Line Button Template Number Determines the order in which an agent receives calls that ACD distributes with the Ordered Selection call distribution method Valid values are O through 7 With Top down Order Selection the system routes calls to agents with higher priorities first routes to agents with priority 7 before others With Bottom up Ordered Selection the system routes calls to agents with low priorities first routes to agents with priority 1 before others The system does not apply Ordered Selection distribution to agents with priority O The system always routes calls to 0 priority agents based on how long they have remained idle Note This FONE parameter applies onl
58. even if agents or the system transfer the call to another party Valid values are Y yes and N no Defines whether the system queues calls to overflow pilots when a supervisor activates the Night feature Valid values are Y yes and N no When set to N the system prevents overflow even when the active call guide provides overflow pilots Determines whether agents for the pilot are signed on permanently Valid values are Y yes and N no When this parameter is Y the only way to sign off an agent on this pilot is to place the port for the agent into maintenance out of service MOS mode The Permanent Agent Sign on capability is typically available to support external systems such as IVR that cannot sign on or off Such system must remain signed on at all times Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Pilot Music Source MUS Defines the source of music for the pilot C The user group associated with the caller determines the music source The user group associated with the pilot determines the music source Port number Identifies a specific port in the form WWW X YY ZZ as the music source WWW is the cabinet number X is the shelf number YY is the slot number and ZZ is the port number For example 1 3 9 8 indicates the eighth port of the card in the ninth slot of the third shelf in the first cabinet Note The general source of music for the pilot can differ from the
59. example type 3500 2 to The console displays REPORT C Current A Accumulated H Hourly gt The console displays ACD PILOT USER GROUP or or Y gt The console displays a Pilot Number Accumulated Report with statistics for the pilot you selected followed by select pilot 3500 in user group 2 REPORT C Current A Accumulated H Hourly gt Repeat steps 4 and 5 to select a different report type and pilot Otherwise press the lt Enter gt key to stop displaying the report Pilot Number Hourly Report 232 The ACD Pilot Number Accumulated report provides statistical data for all calls to a pilot since the statistics were last cleared It tracks calls to the pilot in one hour intervals over a single day Table 34 describes the statistical fields of an ACD Pilot Number Hourly report Table 34 Statistical Fields of an ACD Pilot Number Hourly Report Field Statistic The hourly interval to which subsequent statistical fields pertain Calls Offered Deflc The top value is the sum of ACD calls to the pilot that were either abandoned reached final disposition were answered or were deflected within the hourly interval The bottom value in parentheses is the specific number of ACD calls to the pilot that were deflected Aband Calls The number of ACD calls to the pilot within the hourly interval that a caller ended abandoned before an agent answered Final Disp Calls The total numb
60. group associated with an IVC device that supports whisper messaging Type CHP Aastra 2542 002 The console displays COMMAND gt UGRP Modi MODE PRINT DISPLAY TE TITLES gt The console displays UPDATE MODE C Create M fy D Delete gt The console displays USER GROUP NUMBER 1 1000 QA gt The console displays SEL ECT SUBCOMMAND or gt The console displays SPEC Ot 73 IFY FIELD TO MODIFY OL DE HS gt 253 Chapter 46 Whisper Messaging Type WDW The console 6 tpewnow Theconsoledisplay WHISPER DEVICE WAIT TIME 1 15 seconds or N None gt Type a number of seconds from 1 to 15 The console displays to set the WDW time or type 0 to set SPECIFY FIELD TO MODIFY OL DE er no WDW time Press the lt Enter gt key The console displays user group information including the WDW time followed by OES UPDATE ERIFY Type Y to save the user group with new WDW time Create a Prefix Digit Table that Supports Whisper Messaging Use this procedure to create a Prefix Digit Table PDT that supports the Whisper Messaging feature A PDT is a construct that routes a whisper message number outpulse digits or both to an announcement trunk At the main Administrative Console The console displays prompt type PDT COMMAND gt PDT
61. gt ACDC ECT MODE PRINT DISPLAY TE TITLES gt PDATE MODE C Create Modify D Delet S S U The console displays U M The console displays SELECT SUBCOMMAND or console displays TEMPLATE NUMBER A U or gt The console displays Specify TEMPLATE Field to Modify or or gt gt 149 Chapter 25 Digit Collection Type an appropriate code to make a According to your selection the change to the template console displays prompt for you to change parameters Alltemplate parameters Minimum Number of Digits MXD Maximum Number of Digits Return Terminator Digit Terminator Digit s Parameter to Change Template Title Type appropriate responses to all After you respond to the prompts the prompts See Digit Collection console displays all of the digit Template Parameters for descriptions collection template parameters of the parameters and their valid followed by values DOES UPDATE ERIFY gt 8 Type Y to save your changes AAA Digit Collection Template Parameters Several PointSpan database parameters define the characteristics of the digits that a Get Digits step collects from a caller Table 16 presents the digit collection template parameters in alphabetical order 150 Aastra 2542 002 ACD Administration Procedures Table 16 Digit Collection Te
62. maximum time to 600 seconds for Work N None The Class of Service has no maximum time for Work An associated agent can remain in Work indefinitely If you select any value other than N for this parameter the system prompts you to define the Agent State After Time Expired parameter Unavailable Reason Code Defines the reason code for agents who become Number unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294267295 Unavailable Reason Code Table Defines a reason code table for agents who become unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294967295 Aastra 2542 002 ACD Administration Procedures Pilot Parameters for the Work Feature Several ACD parameters support the Work feature Many of these parameters also support the Agent Unavailable feature Table 41 presents the pilot parameters the support the Work feature in alphabetical order It also shows the system console s three letter abbreviation for each parameter Table 41 Pilot Parameters for Work ACD Pilot Parameter Agent State After Time Expired Defines the state that the system will apply for any agent who remains in Work longer than the Time for Agent Work parameter Agent State After Work Agent Unavailable o Agent oftine If you select U Agent Unavailable for this parameter the system prompts
63. on your ACD design plan set as many of the ACD related parameters at the same time The User Group Class of Service ACD Pilot Agent Identification and Station FONE and Line parameters control most of the ACD capabilities Although changing parameter settings is always possible later some changes impact operations in real time and some such as changing button template assignments require deleting and rebuilding stations Use your comprehensive design plan to eliminate or at least reduce the time you spend repeating administrative tasks Decide whether to capture call center statistics based on agent identification numbers Agent IDs or directory numbers DIRNs An ID based call center tracks specific agent activity clearly even if agents use different stations or directory numbers and even if they work in more than one ACD pilot A DIRN based call center can be easier to maintain for centers where each agent uses only one directory number and works in only one ACD pilot Determine how to use ACD reports to manage aspects of your call center Resource allocation Training and development ACD pilot performance Agent performance Customer satisfaction and quality Service level requirements and regulations Maintain clear distinctions between steering pilots those with one or more call guides and agent group pilots those to which agents are assigned Note The Centergy Reporting applications handle separ
64. one or more remote switches while maintaining calls in queue for agents on the local switch For more information including details on CallNet parameters see CallNet Step in the PointSpan ACD Call Guide User Manual 2545 nnn ANI and CPN Transmission to CallNet Destination A CallNet call guide step can send the Automatic Number Identification AND and Calling Party Number CPN of a queued ACD call to a CallNet destination The CallNet step s Send ANI CPN to Destination parameter set to either Y yes or N no controls this capability When the system processes a CallNet step that enables the transmission of ANI and CPN information it first selects an ACD call that is already in queue The system does not select a call unless conditions meet all dynamic overflow restrictions if any Also the call can not be one that the system has already queued with ANI information to a CallNet destination After selecting an appropriate call the system initiates an ANI associated CallNet system call sending the ANI and CPN information in call setup signaling Despite its selection as an ANI associated system call the ACD call remains available for answer by all agent groups to which it has been queued Any agent group to which the ACD call has been queued can answer the call The CallNet destination that received ANI information can also answer the call Other CallNet destinations can not When a remote CallNet agent answers the call the
65. or Non ACD active call the system does not start the timer until the agent disconnects and the Work state begins Table 11 describes system responses when a agent enters a Work state during an active call Table 11 System Response to Work During Active Call Responses in ACD Line and Agent on ACD call When Agent on Non ACD call Another Line Work is activated When Work is activated Taking ACD call before agent hangs up gt ACD line No No gt Another ACD line No No gt Another Non ACD Line Only take non ACD calls Only take non ACD calls OAI work begin event is sent When agent hangs up When agent hangs up Agent work statistics begin When agent hangs up When agent hangs up Agent work timer if any starts When agent hangs up When agent hangs up This function acts on agents that enter the Work state without regard to the previous state whether talk dial or idle This feature acts on all agents that enter the Work state manually or through the initial agent sign on mode Agent Unavailable Timer Typically an agent remains in an Agent Unavailable state until the agent e Presses the Agent Unavailable feature button on their station e Presses the Wrap up Work feature button on their station e Dials the Agent Unavailable feature code on their station e Logs off of the ACD pilot As an option the system can include an Agent Unavailable timer The Time for A
66. pilot to the Agent ID rather than the agent s directory number Line Select Button Number Selects an available line select button by number for a voice line assignment Line Type Determines the type of line for either a station with no feature buttons or for one line select button For ACD call centers set this parameter to ACD Line Defines a name title or other alphanumeric designation of up to 26 characters for the agent Note Agent stations typically cannot display more than 20 characters Such displays truncate the endings of longer agent names Note The system automatically assigns the name from this parameter to the Directory Lookup System This AGID command s Agent Name parameter overrides this FONE parameter Centergy Reporting applications require the use of agent names 68 Aastra 2542 002 ACD Administration Procedures Station Parameter OAI Associated Member Determines whether or not the station supports an Open Application Interface link to an external application such as Centergy Reporting A call accounting application An integrated voice response IVR unit A reader board A call recording system A predictive dialing application A voice mail system Valid values are Y yes or N no See OAI Associated Member for details Port Type Assigns a port type for the station Prime Line Pre select Button Defines by number the line select button used as the prime line on the
67. s Title parameter FLD 01 DIRN Note By beginning every ACD pilot with ACD or other consistent characters you ensure that the directory lookup listing will display them as a group 5 Type the pilot s directory number The console displays FLD 02 gt At this and subsequent field prompts After the console displays prompts press the lt Enter gt key to advance for 19 fields ending with FLD 19 it displays directory lookup information for the pilot followed by OES UPDATE ERIFY gt Type Y to save the directory lookup information for the pilot Aastra 2542 002 gt 43 Chapter 4 ACD Pilots AASTRA 4 Aastra 2542 002 ACD Administration Procedures Chapter 5 Agents and Supervisors Two primary users of Automatic Call Distribution ACD are agents and supervisors ACD Agents An ACD agent is a person who handles telephone calls or other communications in a call center Call center agents range from inexperienced new hires to experienced professionals In some cases an agent is actually a channel or a port on a device that processes calls or other communications for a call center Systems that perform the role of an ACD agent can include e Centergy Reporting e Call accounting applications e Integrated voice response IVR units e Reader boards e Call recording applications e Predictive dialing systems e Voice mail systems A PointSpan switch communicat
68. standard process for requirements gathering and analysis Many reputable organizations offer general guidelines as well as formal programs in these areas Based on your organization s written description of call center requirements develop a master ACD design plan This plan lists all of the steering and agent group pilots that support the center It details all of the parameters for each pilot It includes all call guide plans see Call Guide Design Principles in the PointSpan ACD Call Guide User Manual 2545 nnn for details Maintain your ACD design plan as a historical document Your master ACD design plan should list all of the ACD capabilities that your call center will apply and describe how each capability will work Essentially it should capture all of the ACD planning information for the call center and reflect applicable ACD design principles Determine the following call center information Call center number Call center title Time zone and daylight saving identifiers The number of supervisors needed to support the call center The number of agents needed to handle ACD calls The steering and agent group pilots needed to handle ACD calls Aastra 2542 002 Aastra 2542 002 ACD Administration Procedures The ACD capabilities needed to support the call center The features supervisors need to support the call center The features agents need to handle ACD calls effectively Based
69. statistics e Agent Sign on time e Agent Sign off time e Agent Idle Duration e Agent Available Duration e Agent Work Duration e Agent Wrap up Duration e Number of ACD Calls Answered e Total Duration of ACD Calls e Number of Held Calls e Total Duration of Held Calls e Number of Unanswered ACD Calls e Number of Transferred ACD Calls e Number of Outgoing Calls e Total Duration of Outgoing Calls e Number of Incoming Calls e Total Duration of Incoming Calls Aastra 2542 002 gt 141 Chapter 23 CDR Events for ACD e Number of Internal Calls e Total Duration of Internal Calls CDR Pilot Event 142 ACD provides a CDR Pilot Event capability When this capability is enabled for a pilot the system records ACD event information to an ACD Pilot Event CDR for the pilot The system records state change events such as agent sign on and sign off when the event occurs It records other events with statistical calculations such as the total duration of ACD calls at time intervals based on the ACD CDR Event Period system parameter the default period is hourly At the quarter hour time boundary defined by the ACD CDR Event Period the system accumulates all the statistical durations and counts records them to a new ACD Pilot Event CDR for the pilot then clears the statistics An ACD Pilot Event CDR includes the following statistics e All Agents Busy Duration e ACD Supervisor Call Force Duration e ACD Supervisor
70. statistics for the DNIS number you selected followed by 226 Aastra 2542 002 ACD Administration Procedures Pilot Number Current Report The ACD Pilot Number Current report provides statistical data for all calls to a pilot since the statistics were last cleared It tracks a pilot over periods from several hours to many days Table 32 describes the statistical fields of an ACD Pilot Number Current report Table 32 Statistical Fields of an ACD Pilot Number Current Report Field Statistic Pilot Dir Ugp The top value gives the pilot number The bottom value in parentheses is the user group Calls Offered Deflc The top value is the sum of ACD calls to the pilot that were either abandoned reached final disposition were answered or were deflected The bottom value in parentheses is the specific number of ACD calls to the pilot that were deflected Aband Calls The total number of ACD calls to the pilot that a caller ended abandoned before an agent answered Final Disp Calls The total number of ACD calls to the pilot that reached final disposition the end of an active call guide whether handled by an agent or otherwise Ans Calls Avg The top value is the total number of calls to the pilot that agents answered including calls initially directed to the pilot and calls directed to the pilot as an overflow pilot The bottom value is the average time until answer in the form MM SS based on the formula Total
71. supports a phone line typically with an associated directory number DIRN Each feature button supports one specific station capability such as Hold or Call Forwarding Button templates that support ACD typically use one line select button for an agent or supervisor line and each feature button for either a standard phone features or a specific ACD feature See Feature Buttons for ACD Stations for a list of ACD features that you can assign to buttons on a button template For complete details on button templates and all of the available feature assignment options for buttons see the PointSpan Station Database Procedures manual 2512 nnn Aastra 2542 002 ACD Administration Procedures Table 6 lists the ACD features that you can assign to feature buttons on a button template It also shows the four letter code associated with each feature and whether the feature typically applies to agent stations supervisor stations or both Table 6 Feature Buttons for ACD Stations Agent Sign off offline Queue Depth QUEU Agent and Supervisor Stations Work and Wap WRAP Note You will very likely also assign standard non ACD station features such as Call Park and Call Transfer to agent and supervisor phones See the PointSpan Station Database Procedures manual 2512 nnn for complete information Create a Button Template for ACD Agents or Supervisors Use this procedure to create a button template for use on either agent statio
72. system number of each call guide is an ACD call guide ACDC parameter OAI Application ID Identifies an external OAI application that this pilot uses Valid values are 1 to 255 It is only available when the OAI Associated Member parameter is Y Aastra 2542 002 gt 35 Chapter 4 ACD Pilots ACD Pilot Parameter OAI Associated Member OAM OAI Communication Number Ordered Method Originator Billing OBL Overflow Queued Calls When Night Invoked OCN Permanent Agent Sign on PAS 36 Determines whether or not the pilot uses an Open Application Interface OAI channel as a link to an external application such as Centergy Reporting A call accounting application An integrated voice response IVR unit A reader board A call recording system A predictive dialing application A voice mail system Valid values are Y yes or N no When you select Y the system prompts you to define OAI Communication Number and OAI Application ID parameters Defines the system s OAI channel that links to an external application This parameter must match an existing OAI channel It is only available when the OAI Associated Member parameter is Y Determines whether an ordered call distribution method is top down or bottom up It is only available when the Call Distribution Method parameter is O Determines whether the system includes the originator as the billable party in a call s Call Detail Record CDR
73. the week For example the following DOW schedule assigns TOD schedule 1 to every day except Thursday and Sunday assigns Call Guide 2 for Thursdays and the Night call guide for Sundays DAY OF WEEK TYPE TOD ENTRY CG NUMBER MON TOD 1 TUE TOD 1 WED TOD 1 THU CG z 2 FRI TOD 1 SAT TOD 1 SUN NIGHT 7 a Day of Year Scheduling A PointSpan switch database can include a DOY schedule that changes which call guide the system activates based on holidays and other exceptional days based on specific date For example the following DOY schedule activates a special holiday call guide call guide 4 on November 26 December 25 and January 1 It activates TOD schedule 3 on November 12 an exceptional schedule day and Call Guide 3 on December 26 another exceptional day The system activates call guides based on the DOW schedule for every other day during the year DAY OF YEAR TYPE TOD ENTRY CG NUMBER HOLIDAY CG im NON HOL DOW 11 12 TOD 3 12 26 CG 3 118 Aastra 2542 002 ACD Administration Procedures DOY ROUTING TRANSLATION 11111111112222222222 3 3 1234567890123 456789012345678901 zZ H AAW K A O E ey ee QN lt SHUOAOt UZONnrPGQgGE re AG Enable or Modify Call Route Scheduling The following table outlines the process to enable or modify Call Route Scheduling Each ACD steering pilot has its own Call Route Scheduling par
74. to define the following additional parameters e Unavailable Reason Code Table e Unavailable Reason Code Number e Time for Agent Unavailable Aastra 2542 002 97 Chapter 10 Agent Unavailable CLOS Parameter for the Agent Description Unavailable Feature 98 Time for Agent Unavailable UTV Time for Agent Work WTV Unavailable Reason Code Number Unavailable Reason Code Table Defines the maximum amount of time an agent can remain in the Unavailable state after being in the Work state longer than the Time for Agent Work parameter EE Time from 5 Sets a specific maximum time to 600 seconds for Agent Unavailable after a Work timeout N None The Class of Service has no maximum time for Agent Unavailable after a Work timeout An associated agent who becomes unavailable after being in the Work state longer than the Time for Agent Work parameter can remain in the Unavailable state indefinitely Defines the maximum amount of time an agent with this Class of Service can remain in the Work state Ta Time from 5 Sets a specific maximum time to 600 seconds for Work N None The Class of Service has no maximum time for Work An associated agent can remain in Work indefinitely If you select any value other than N for this parameter the system prompts you to define the Agent State After Time Expired parameter Defines the reason code for agents who become unavailable after being in the
75. to receive and handle ACD calls Of Available Agent Statistic The number of agent statistic blocks for agent sign on Blocks When the percentage reaches 70 or more the system displays the following WARNING XX OF AGENT STATISTIC BLOCKS USED AT 100 AGENTS WILL NOT BE ALLOWED TO SIGN ON UNTIL STATISTICS ARE CLEARED When the percentage of blocks used reaches 100 the system displays the following WARNING AGENT STATISTIC BLOCKS ALLOCATED MUST CLEAR STATISTICS BEFORE ADDITIONAL AGENTS ALLOWED TO SIGN ON Aastra 2542 002 221 Chapter 43 Report Generation Field Statistic Arithmetic Mean for The arithmetic mean time is a ca Iculation that uses statistics from an ACD Profile report for a specified pilot number Every time the sys tem updates a statistic it also recalculates the arithmetic mean time This report provides means for the following Average abandon time ABN Average answer time ANS Average queue duration QU D E Average overflow time OVF Duration since statistics last Note cleared DUR Each of these fields will show until at least five instances of a certain call event have occurred DIRN The directory number of the ACD line on which the given agent last signed on Agent ID The unique number that identifies the agent A name for the agent if available Status The current
76. voice response IVR units Reader boards Call recording systems Predictive dialing applications Voice mail systems Specifies for statistics and reporting associated with an external application whether the system identifies members of a pilot by directory number DIRN or agent identification number Agent ID Valid values are D DIRN and I Agent ID This parameter determines whether agent teams on external OAI applications are DIRN based or ID based Identifies an appropriate time zone for the call center See Time Zones for valid values Title TTL Defines a title of up to 255 characters for the call center Table 3 provides all of the time zones by identification number that a PointSpan system supports for call centers Table 3 Time Zones Identification Number Eniwetok Kwajelein Midway Samoa Aastra 2542 002 ACD Administration Procedures E ee cena Tine US and Cod ico ci egin E f f Newfoundland Brasilia Buenos Aires Georgetown Mid Atlantic Azores Cape Verde Island Greenwich Mean Time GMT Dublin Edinburgh London Lisbon 2 2 2 2 2 2 2 2 2 2 z y i Monrovia Casablanca Berlin Stockholm Rome Vienna gt y gt 16 17 18 19 0 1 2 3 4 5 6 7 8 9 30 31 32 Aastra 2542 002 gt 13 Chapter 2 Call Centers Identification Number abo Islamabad Karachi Yekaterinburg Tashkent Bombay Calcutta Mad
77. ACD Administration sopipro 909 Procedures as ECHAS SL Frey eee a oe wo Second Edition 2542 002 Pointspan Proprietary and Contents Section AASTRA io o Aastra 2542 001 Proprietary and Contents Section 2nd Edition May 25 2005 Copyright 2005 Aastra Intecom Inc All rights reserved Information in this manual may change with product revisions Aastra Intecom may add features or enhancements to the product s and or program s described in this manual at any time Technical Publications freezes the information in this manual based on the specified software and hardware releases Publications writers incorporate such changes into newly released publication editions Publications writers will incorporate any modifications provided to them after the publication release date into the next scheduled release of the publication Aastra Intecom furnishes the application described in this manual under a license agreement and customers may use or copy information in the manuals only in accordance with the terms of the agreement Contact Information Address any reader comments to Aastra Intecom Customer Information Group Manager M S 1N 2811 Internet Boulevard Frisco TX 75034 1851 You may also send email to techpubs aastraintecom com What to Expect when Contacting Company Technical Publications will email responses to customers within seven business days of the contact Note that produc
78. ACD Pilot Number Current Report 228 Aastra 2542 002 ACD Administration Procedures At the main Administrative Console The console displays command prompt type ACDR ELECT COMMAND gt ACDR ELECT MODE PRINT DISPLAY EAR ADMIN gt The console displays STATISTIC REPORT or The console displays REPORT C Current A Accumulated H Hourly wes gt The console displays ACD PILOT USER GROUP or or gt Type a pilot directory number and The console displays a Pilot Number user group in the form pilot dirn user Current Report with statistics for the pilot group For example type 3500 2 to you selected followed by select pilot 3500 in user group 2 REPORT C Current A Accumulated H Hourly gt Repeat steps 4 and 5 to select a different report type and pilot Otherwise press the lt Enter gt key to stop displaying the report Pilot Number Accumulated Report The ACD Pilot Number Accumulated report provides statistical data for all calls to a pilot since the statistics were last cleared It tracks a pilot over periods from several hours to many days Table 33 describes the statistical fields of an ACD Pilot Number Accumulated report Table 33 Statistical Fields of an ACD Pilot Number Accumulated Report Field Statistic Pilot Dir Ugp The top value gives the pilot number The bottom value in parentheses is the user group
79. Aastra 2542 002 ACD Administration Procedures Chapter 42 Reassignment Automatic Call Distribution ACD provides a Reassignment feature that enables a supervisor to move one or more agents from one group to another A supervisor can manually move agents through the Agent Continuous Status report See Move Agents from the Agent Continuous Status Report External applications such as Centergy Reporting can also reassign agents See the Centergy Manager Supervisor Guide 2470 nnn or the Centergy Manager Administrator Guide 2503 nnn for instructions Enable Reassignment The following table outlines the process to enable the Reassignment feature Pa seed Agencia Home Oop ons ano RAM mate the Return Agents to Home Group on Sign off RAH parameter for each ACD agent group pilot If the Pilot Member Type parameter for a call center is set to I ID based set the Home Pilot Number PLT parameter for each agent identification number Agent ID If the Pilot Member Type parameter for a call center is set to D DIRN based set the Home ACD Pilot Number parameter for each agent line station Move Agents from an Agent Continuous Status Report Use this procedure to move one or more agents from one agent group pilot to another Action 1 At the main Administrative Console The console displays command prompt type ACDR SELECT COMMAND gt ACDR SELECT MODE PRINT DISPLAY CLEAR ADMIN gt
80. Activated Taking ACD call before agent gangs up gt ACD line gt Another ACD line No No No No gt Another non ACD line Only take non ACD calls Only take non ACD calls OAI Agent Unavailable Begin When agent hangs up When agent hangs up event is sent Agent Unavailable Statistics When agent hangs up When agent hangs up Begin Agent Unavailable timer 1f N A When agent hangs up any starts If agents need more time than allowed for Agent Unavailable they can press the Wrap up Work button before the Agent Unavailable timer expires to change their state from Agent Unavailable to Work The system restarts the Work timer 1f there is one Maximum Number of Manual Transitions from Unavailable to Work Aastra 2542 002 The system can prevent an agent from staying indefinitely in Work or Agent Unavailable states A Maximum Times Wrap Work Allowed WPM parameter defines the number of consecutive times that an agent can press the Wrap up Work button to restart the Work timer An agent can restart the Work timer by pressing the Wrap up Work button either an unlimited number of times or a finite number of times from 1 to 9 When the number of times an agent pushes the Wrap up Work button while in Agent Unavailable state exceeds the maximum number the agent state does not change The Agent Unavailable timer function and interval uniformly applies to all agents in the same agent group
81. Connects CTM e Held XFER Music Source MUT e Pilot Music Source MUS 3 As an option set the ACD Integrated Voice Services IVS capability to generate music alone or as part of IVS phrases See the PointSpan IVC Card 1 2 Features and Support manual 2489 nnn La As an option include music as part of the ACD Whisper Messaging capability Aastra 2542 002 187 Chapter 34 Music AASTRA 188 Aastra 2542 002 ACD Administration Procedures Chapter 35 Network Numbering Plan Support Automatic Call Distribution ACD can support the optional PointSpan Network Numbering Plan NNP capability With NNP a PointSpan switch serves as the hub of a sophisticated private network of interconnected switches and other resources A PointSpan switch combines a three digit NNP code and a station code to access an on net directory number on another system in the private network If all of the facilities on the private network are busy the PointSpan switch can place the call over the public network For details on NNP see the following e PointSpan System Description manual 2498 nnn e PointSpan System Database Procedures manual 2513 nnn ACD can through the Home NNP Number pilot parameter support Inter exchange Link IXL feature transparency with the NNP capability Enable Network Numbering Plan Support To enable ACD to support IXL feature transparency with the NNP capability set the Home NNP Number HNP para
82. D schedule to create or modify to a The console displays TABLE CHANGE PERFORMED CRS TRANSLATION TOD DOW DOY or Return END gt The console displays TOD TABLE ENTRY 1 12 or or Return END gt The console displays TOD PERIOD INFORMATION or or Return END gt gt 123 Chapter 19 Call Route Scheduling 124 Type a TOD period definition in the appropriate form See Call Route Scheduling Parameters for details Repeat step 14 until you have entered all TOD period entries for the TOD schedule Then press the lt Enter gt key Type Y to save the TOD schedule to the switch database Repeat steps 13 through 16 until you have created as many as 12 TOD schedules for this pilot Then press the lt Enter gt key Type DOW Day of Week Repeat step 19 until you have defined a Day of Week entry for every day of the week By default the system assigns the night call guide to any day of the week you do not define Then press the lt Enter gt key Type Y to save the DOW schedule to the switch database Type DOY Day of Year Type a Holiday Date in the appropriate form See Call Route Scheduling Parameters for details Repeat step 23 until you have selected all dates of the year to treat as holidays Then press the lt Enter gt key 19 Type a Day of Week entry in the appropriate form See Call Route Scheduling Parameters
83. E gt 3 Type C The console displays PREFIX DIGIT TABLE ON Tie ie eo ae dl Type a number for the PDT The console displays ENTER TITLE Type a title for the PDT The console displays P USAGE N ON NE NET gt Type N or O as appropriate The console displays PDT information followed by INFORMATION TYPE or Return END gt The console displays ENTER ACD PARAMETE or gt Aastra 2542 002 ACD Administration Procedures Type QPR Queue Passage Rate The console displays PDT information followed by INFORMATION TYPE or Return END gt Type IQD Initial Queue Depth The console displays PDT information followed by INFORMATION TYPE or Return END gt Type IET Initial Estimated Time The console displays PDT information followed by INFORMATION TYPE or Return END gt al W Type CQD Current Queue Depth The console displays PDT information followed by INFORMATION TYPE or Return END gt Type CET Current Estimated Time The console displays PDT information followed by INFORMATION TYPE or Return END gt Press the lt Enter gt key The console displays PDT information followed by DOES UPDATE VERIFY gt The console saves
84. I Application Requested Determines whether the system enables external Calls ARC Open Application Interface OAI applications such as Centergy Reporting to monitor ACD agents on the switch Valid values are Y yes and N no Aastra 2542 002 177 Chapter 33 Monitoring ACD related Class of Service Description CLOS Parameter OAI Monitor Play Monitored Enables a recording device connected to the switch DIRN MOD across an Open Application Interface OAT link to associate appropriate directory numbers DIRNs with corresponding parts of a recording This allows users to identify portions of a recording without listening to the entire recording Valid values are Y yes and N no Play Monitor Disconnect Tone Determines when the system plays a monitor MDT disconnect tone a zip zip tone that indicates that one of the parties have disconnected Value DisconnectTone Conditions _ Tone Conditions The system does not play a TER disconnect tone The system plays a tone when Tona wither party disconnects The system plays a tone only Oden when then monitored party disconnects Play Monitor Initiated Tone Determines whether the system plays a periodic tone MIT while monitoring is in progress Valid values are Y yes or N no The Monitoring Notification Tone user group parameter a call handling parameter defines the rate of this periodic tone 178 Aastra 2542 002 ACD related Class of Servic
85. I documentation as appropriate Set the Agent Not Ready Allowed parameter for each ACD pilot which determines whether a specific pilot enables or disables this feature for associated agents external applications Aastra 2542 002 gt 73 Chapter 6 Agent Not Ready 74 AASTRA Aastra 2542 002 ACD Administration Procedures Chapter 7 Agent Sign on An Automatic Call Distribution ACD agent must sign onto an agent group pilot to receive ACD calls ACD provides the following methods for an agent to sign on to an agent group pilot e Automatic sign on e Manual sign on with identification e Manual sign on with identification and password e Dynamic sign on e Roaming sign on e Permanent Sign on Each of these methods has a unique impact and specific control requirements Automatic Agent Sign on ACD provides an Automatic Agent Sign on feature to enable an agent to sign onto an agent group pilot without entering an identification name ID or user password Enable Automatic Agent Sign on The Agent Automatic Sign on ID ASO parameter for the agent line directory number determines whether an agent can sign onto an agent group pilot automatically without an ID or password Use a valid Agent ID number as the value for the Agent Automatic Sign on ID parameter to enable Automatic Agent Sign on for the line Manual Agent Sign on with Identification ACD provides a Manual Agent Sign on with Identification ID featu
86. LE E ADMIN gt 2 Type U console displays ELECT MODE C Create M Modify D Delete 3 Type M The console displays PILOT DIRECTORY NUMBE AS Type the number for the ACD pilotto The console displays modify USER GROUP gt Type the number of the user group The console displays associated with the ACD pilot Specify ACD Field to Modify or or gt Aastra 2542 002 Aastra 2542 002 If Call Route Scheduling is already enabled on the system go to step 8 If Call Route Scheduling is not already enabled on the system go to step 11 Type N ACD Administration Procedures Type CRS Call Route Scheduling If Call Route Scheduling is already enabled on the system the console displays ENABLE CRS ROUTING Y N Y gt If Call Route Scheduling is not already enabled on the system the console displays ENABLE CRS ROUTING Y N N gt Note Call Route Scheduling may not be enabled the first time you activate the capability It will always be enabled when you reactivate or deactivate Call Route Scheduling otherwise it could not have been active in the past The console displays CHANGE ACD CONTROL INFORMATION Y N The console displays CRS TRANSLATION TOD DOW DOY or Return END gt Go to Step 12 gt Type TOD Time of Day Type a number from 1 to 12 to indicate the TO
87. List ACD uses a Monitor Control List MCL to support the Monitoring feature An MCL determines which monitoring types are available to the supervisor of an ACD pilot and which agents a supervisor can monitor for each monitoring type Monitoring Type Agent Monitoring An MCL supports one of the following options for this Agent Number Monitoring TOE yee or Agent Directory Number Supports monitoring of all agents in the agent Monitoring group pilot that uses this Monitor Control List Supports monitoring of only some agents as listed in the other monitoring lists Prevents Agent Monitoring Monitoring begins immediately even in the middle of an ongoing call Aastra 2542 002 gt 173 Chapter 33 Monitoring Monitoring Type Call Monitoring Agent Group An MCL supports one of the following options for this Agent Group Call Monitoring motione type e Supports monitoring of all agent group pilots in a call center that shares the user group of any pilot that uses this Monitor Control List Supports monitoring of only some agent group pilots that share a call center s user group lists agent groups by directory number and user group e Prevents Agent Group Call Monitoring Monitoring begins when an eligible agent in an agent group answers a new incoming call The system monitors each call from answer to completion After a call being monitored ends monitoring resumes when the same or another eligi
88. OF QUEUED CALLS 1 65535 gt The console displays Specify SDGP Field to Modify or or gt The console displays MAXIMUM OF QUEUED CALLS 1 65535 gt The console displays Specify SDGP Field to Modify 2 A The console displays EUED CALLS TO CallNet 137 Chapter 21 CallNet Type a percentage value that sets the The console displays maximum percentage of all ACD calls that can be pending queued at a CallNet destination CallNet destinations with higher PCI values receive proportionally more calls Specify SDGP Field to Modify OL LOT 324 a3 gt The system multiplies this value with the total number of calls queued to a CallNet destination to calculate shortest estimated time until answer Press the lt Return gt key The console displays the parameters for the Satellite Directory Group followed 2 OES UPDATE ERIFY Type Y to save the parameters to the switch database 138 Aastra 2542 002 ACD Administration Procedures Chapter 22 Calls in Queue Automatic Call Distribution ACD provides a Calls in Queue feature for agents and supervisors The Calls in Queue feature supports queue depth indicators on agent and supervisor stations Stations with queue lamp indicators show the following e Queue lamp off no calls in queue e Queue lamp flashing slowly Calls in queue are fewer than the Queue Lamp Threshold
89. Pilot Parameter Call Distribution Method CDM Defines the method ACD uses to routes each call to an idle agent on line Method Longest Idle ACD routes each call to the available agent who has been idle the longest Ordered ACD routes each call to the Top Down available agent with the lowest idle queue priority value ranging from a low of 1 to a high of 7 Ordered ACD routes each call to the Bottom Up available agent with the highest idle queue priority ranging from a low of 1 to a high of 7 Note With ordered distribution active the system will not route calls to agents with an idle queue priority value of O zero Valid values are L longest idle and O ordered When you select O the system prompts you to define an Ordered Method parameter to define either Top down or Bottom up Call Duration Profile Intervals Sets the interval from 1 to 165 seconds for the call CDD duration statistical profile for the pilot Five seconds are recommend as a standard Call Forward No Answer Time Defines a duration from 1 to 254 seconds during ENR which the system will wait before forwarding a call from an agent station that does not answer If this parameter is O zero the system will use the wait time from the associated user group s Call Forward No Answer parameter Call Guide 1 Number CG1 Defines the call guide by number that the pilot uses as its first primary call guide The system s num
90. Queue Duration for Answered Calls Total Number of Answered Calls Answered Norm The number of calls initially directed to the pilot that agents answered this number excludes overflow calls that agents answered Answered Auto Ovfl The number of calls that agents answered after ACD s automatic overflow function routed them to this pilot Answered Manul Ovfl The number of calls that agents answered after a supervisor activated manual overflow to route them to this pilot Trgt Ans lt Tgt The top value is the target answer time the number of seconds set as a threshold for agents to answer calls to this pilot This threshold is an ACD pilot parameter The bottom value shows the percentage of calls to this pilot that agents answered within this threshold based on the formula Calls Answered Before Target Answer Time Total Number of Answered Calls Aastra 2542 002 227 Chapter 43 Report Generation Field Statistic Qued Calls Avg The top value is the number of calls that ACD placed in queue because no agent was available when they arrived The bottom value is the average length of time in the form MM SS that a call remained in queue based on the formula Total Duration of Calls in Queue Total Number of Calls in Queue Qued Longst The longest duration in the form MM Ss that a call remained in queue Xfrd Calls The number of successful call transfers after answer Report Dura HH MM The total
91. R Pilot Event Enabled PLE parameter for each appropriate ACD pilot to Y When this parameter s value is N the system does not produce ACD CDR Pilot Event records Set the ACD CDR Event Period Use this procedure to set the time boundary for the system s generation of ACD CDR event records At the main Administrative Console The console displays command prompt type SPAR SELECT COMMAND gt SPAR SELE MODE PRINT DISPLAY E TITLES The console displays ENTER UPDATE MODE Type U Updatable System The console displays Parameters SPECIFY SYSTEM PARAMETERS TO MODIFY or or gt Type EPD ACD CDR Event The console displays Time Period ACD CDR EVENT PERIOD or Aastra 2542 002 gt 143 Chapter 23 CDR Events for ACD Type a 15 minute interval value The console displays from 15 to 240 15 30 45 60 75 SPECIFY SYSTEM PARAMETERS TO 90 105 120 135 150 165 180 MODIFY or or 2 gt 195 210 225 or 240 to determine the quarter hour boundary for the system s generation of ACD CDR event records Press the lt Enter gt key The system displays a complete list of updateable system parameters and their values followed by DOES UPDATE VERIFY 7 Type Y to save the new ACD CDR Event Time Period value 144 Aastra 2542 002 Enable De Aastra 2542 002 ACD Administration Procedures
92. Real time data helps you make immediate responses to improve current operations For example you can move idle agents from one group to another group that currently has calls in queue ACD reports helps you manage the following aspects of a call center e Resource allocation e Training and development e ACD Pilot performance e Agent performance e Customer satisfaction and quality e Service level requirements and regulations Aastra 2542 002 gt 209 Chapter 43 Report Generation The following sections associate specific ACD reports with aspects of call center management See the General Analysis Guidelines section for each report to see how it specifically answers important call center management questions Table 22 lists ACD reports that can help you allocate call center resources Table 22 Resource Allocation Analysis Applicable Reports Does the center have enough agents Pilot Number Current report Is the center supported by enough Pilot Number Current report 9 unke Agent Percentage report Is the ratio of agents in primary and Agent Current Status report j CYANO Mm plas Comers Pilot Number Current report Does the system need any more Call Profile report Overflow and Abandoned auxiliary announcements How Many calls Are calls being distributed to agents Agent Percentage report properly and efficiently Agent Average report Table 23 lists ACD reports that help you analyze training requirements
93. SER GROUP NUMBE Type the number of the user group The console displays associated with the Agent ID Specify Field to Modify or or gt Aastra 2542 002 61 Chapter 5 Agents and Supervisors Type an appropriate code for the The console displays Agent ID parameter to change For example type DAS to change the Dynamic Agent Sign on parameter Specify Field to Modify or or Y gt See Agent Identification Parameters for detailed descriptions of the Agent ID parameters and their valid values Repeat step 6 for each Agent ID The console displays complete details for parameter you need to change the Agent ID followed by When you are done press the lt Enter gt key Type Y to save the modified Agent ID parameters Agent Identification Parameters OES UPDATE ERIFY Several PointSpan database parameters define an Agent ID determining its identification number and many of the core capabilities for the specific agent Table 8 presents the Agent ID parameters in alphabetical order It also shows the system console s three letter abbreviation for each parameter Table 8 Agent ID Parameters Station Parameter Agent ID AID Establishes a specific identification number for an agent Valid Agent IDs include any number with the correct length as defined in the Call Center CLCN parameters 62 Aastra 2542 002 ACD Admin
94. SPECIFY FIELD TO MODIFY or or gt If the user group does not share call The console displays handling parameters with other groups go to step 7 Otherwise press the lt Enter gt key SPECIFY FIELD TO MODIFY or or gt 86 Aastra 2542 002 ACD Administration Procedures Type AST Agent Statistics Type The console displays ACD AGENT STATS BUTTON STATISTICS TYPE A C Or gt Type either A or C The console displays im SPECIFY FIELD TO MODIFY Accumulated Statistics Current Statistics Press the lt Enter gt key The console displays all of the user group parameters followed by ES UPDATE VERIFY Type Y to save the user group with The console displays the new agent statistics type SELECT SUBCOMMAND or gt Parameters parameters with other user groups the console displays USER GROUP SHARES CHPs WITH OTHER USER GROUP CHPs DISPLAY THE SHARING USER GROUPS Y Yes Return If not the console displays SPECIFY FIELD TO MODIFY or or gt If the user group does not share call The console displays handling parameters with other groups go to step 13 Otherwise press the lt Enter gt key SPECIFY FIELD TO MODIFY Or A S Type ASF Agent Statistics Format The console displays ACD AGENT STATS BUTTON STATISTICS FORMAT P M OT Rs is EA
95. Tgt The top value is the target answer time the number of seconds set as a threshold for agents to answer calls to this pilot This threshold is an ACD pilot parameter The bottom value shows the percentage of calls to this pilot that agents answered within this threshold based on the formula Calls Answered Before Target Answer Time Total Number of Answered Calls Qued Calls Avg The top value is the number of calls that ACD placed in queue because no agent was available when they arrived The bottom value is the average length of time in the form MM SS that a call remained in queue based on the formula Total Duration of Calls in Queue Total Number of Calls in Queue Qued Longst The longest duration in the form MM ss that a call remained in queue Xfrd Calls The number of successful call transfers after answer 230 Aastra 2542 002 ACD Administration Procedures Field Statistic Report Dura HH MM The total duration interval for this report from the time a user last cleared the statistics for the pilot until ACD generated this report The time is in the form HH MM General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Pilot Number Accumulated report e This report is useful to understand the system s daily operations e Any patterns in the incoming calls to a pilot can help determine scheduling requirements e Increased numbers of abandoned calls at par
96. Type A Add C Chg R Rem D Dspy REM Or Prusia gt Press the lt Enter gt key The console displays the feature code parameters followed by DOES UPDATE VERIFY 7 Type Y to save the feature code and make it available for use on stations Permanent Agent Sign on ACD provides a Permanent Agent Sign on feature With Permanent Agent Sign on an agents for an ACD pilot are signed on permanently The only way to sign off an agent on the pilot is to place the port for the agent into maintenance out of service MOS mode The Permanent Agent Sign on capability is typically available to support external systems such as an integrated voice response IVR unit that cannot sign on or off Such systems must remain signed on at all times Enable Permanent Agent Sign on Set the Permanent Agent Sign on PAS parameter for each appropriate ACD pilot Aastra 2542 002 81 Chapter 7 Agent Sign on AASTRA 82 Aastra 2542 002 ACD Administration Procedures Chapter 8 Agent Station Display Automatic Call Distribution ACD supports the display of incoming call information on agent stations Agent stations can display destination information the billable number or agent s directory lookup name for each incoming call The system uses either the current pilot or a previous pilot to determine this information Primary pilots typically display destination information for the current pilot Overflow pilots however
97. Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294267295 Defines a reason code table for agents who become unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294967295 Aastra 2542 002 ACD Administration Procedures Enable the Agent Unavailable Feature The following table outlines the process to enable the Agent Unavailable feature Set the following related ACD Pilot parameters Agent State After Time Expired Agent Unavailable AUN Initial Agent Sign on Mode ISM Maximum Times Wrap Work Allowed WPM Time for Agent Unavailable UTV Time for Agent Work WTV Unavailable Reason Code Number for Agent Work Unavailable Reason Code Number for Initial Agent Sign on Unavailable Reason Code Table for Agent Work Unavailable Reason Code Table for Initial Agent Sign on Unavailable Reason Code Table Number for Agent Unavailable Set the following related Class of Service parameters Agent State After Time Expired WTO Time for Agent Unavailable UTV Time for Agent Work WTV Unavailable Reason Code Number Unavailable Reason Code Table Ensure that button templates for agents include the Agent Unavailable feature button Assign an appropriate button template with the Agent Unavailable feature button to stations for agents who will use the feature You cannot modify an existing agent station using the Line comma
98. Y EAR ADMIN gt The console displays STATISTICS TO CLEAR or Type PR profile statistics The console displays ACD PILOT USER GROUP OF lt OF Re ws gt Type a pilot directory number and After the system clears the statistics the user group in the form pilot dirn console displays user group For example type SELECT MODE PRINT DISPLAY 3500 2 to select pilot 3500 in user CLEAR ADMIN gt group 2 Clear DNIS Statistics Use this procedure to clear the ACD statistics for a DNIS number At the main Administrative Console The console displays command prompt type ACDR ECT COMMAND gt ACDR ECT MODE PRINT DISPLAY FEAR ADMIN gt The console displays STATISTICS TO CLEAR or 7 Type D DNIS routing statistics The console displays DNIS NUMBER or 7 Aastra 2542 002 gt 239 Chapter 43 Report Generation 240 Type a DNIS number After the system clears the statistics for that DNIS number the console displays SELECT MODE PRINT DISPLAY CLEAR ADMIN gt Aastra 2542 002 ACD Administration Procedures Chapter 44 Short Abandon Time Automatic Call Distribution ACD provides a Short Abandon Time capability The Short Abandon Time is a minimum time that a call must remain on line before the system records it as an abandoned call The syst
99. agent stations display Agent stations can display destination information the billable number or agent s directory lookup name for each incoming call The system uses either the current pilot or a previous pilot to determine this information Typically set a primary pilot to display destination information for the current pilot But you may want overflow pilots to display destination information that identifies the primary pilot from which a call overflows Display Information Agent stations displays destination information for an incoming call based on the current pilot Agent stations display destination information for an incoming calls based on the previous pilot Determines whether the pilot supports the Agent Not Ready feature Agent Not Ready is similar to the Agent Unavailable feature but the agent is an external Open Application Interface OAT application The application activates and deactivates the feature Typically Agent Not Ready supports an out dialer in a call center Valid values are Y yes and N no Determines how the system controls the Automatic Answer feature when an agent signs off Sign off Mode Automatic answer remains active on a station when an agent signs off S T Automatic answers deactivates on a station when an agent signs off Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Agent State After Time Expired Defines the state that the system will apply for
100. al Qued Calls Avg The top value is the number of calls that ACD placed in queue because no agent was available when they arrived The bottom value is the average length of time in the form MM SS that a call remained in queue based on the formula Total Duration of Calls in Queue During the Hourly Interval Total Number of Calls in Queue During the Interval Qued Longst The longest duration in the form MM SS that a call remained in queue during the hourly interval Xfrd Calls The number of successful call transfers after answer during the hourly interval The sum of all hourly data for the day General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Pilot Number Accumulated report Aastra 2542 002 gt 233 Chapter 43 Report Generation This report is useful to understand the system s daily operations A comparison of call activity for different hours and different days can help you more effectively allocate resources based on call patterns and peak times Wide variance in call activity at different hours of the day could indicate a need to use time of day tables through the Call Route Scheduling feature Run a Pilot Number Hourly Report 234 At the main Administrative Console command prompt type ACDR Type a pilot directory number and user group in the form pilot dirn user group For example type 3500 2 to select pilot 3500 in user group 2 Type the date in the for
101. ality for that system An Administrative Console also called a Man Machine Interface provides direct control over the many ACD parameters in a switch database and provides access to ACD statistical records An administrative console can e Create modify and delete ACD pilots e Create modify and delete call guides e Define Call Route Scheduling e Assign call guides to pilots e Assign agents to pilots e Determine feature access for agents and supervisors e Manage ACD reports Table 1 lists each administrative console command that controls or affects ACD functions and describes the command s role in ACD Table 1 Administrative Console ACD Commands Role in ACD ACD Command The primary Automatic Call Distribution command creates modifies and deletes ACD pilots The ACD command can SELECT COMMAND gt ACD e Select a call distribution method for a pilot e Define call deflection for a pilot e Select a call alerting option for a pilot e Determine how a pilot handles calls in queue e Define work and wrap capabilities for a pilot e Enable the Agent Unavailable feature for a pilot e Assign up to four call guides and one night call guide to a pilot e Assign a supervisor to an ACD pilot e Enable Dynamic Agent Sign on for a pilot e Define other core ACD functions for a pilot ACDC Command The ACD Call Guide command creates modifies and otherwise controls call guides and digit collection templates
102. all 174 Aastra 2542 002 ACD Administration Procedures Monitoring Type Call Monitoring DNIS An MCL supports one of the following options for this DNIS Call Monitoring monitormg type Supports monitoring of all DNIS calls Supports monitoring of only some DNIS calls lists DNIS numbers each with its associated user group Prevents DNIS Call Monitoring Monitoring begins when a user answers a new incoming DNIS call The system monitors each call from answer to completion After a call being monitored ends monitoring resumes when the same or another user answers an eligible DNIS call Line ATDC Monitoring An MCL supports one of the following options for this monitoring type Directory Number and Attendant Monitoring e Supports monitoring all lines and attendant consoles associated with the supervisor s Class of Service Supports monitoring of only some lines and attendant consoles associated with the supervisor s Class of Service lists lines by directory number and user group Prevents Directory Number and Attendant Monitoring Monitoring begins immediately even in the middle of an ongoing call Aastra 2542 002 gt 175 Chapter 33 Monitoring Enable Monitoring The following table outlines the process to enable the Monitor feature for supervisors Pee ee 1 the following parameters for each Class of Service associated with supervisor stations that must have the Monitor feature Moni
103. alls Offered The total number of calls to the DNIS number Aband Calls The total number of calls to the DNIS number that a caller ended abandoned before an agent answered Final Disp Calls The total number of calls to the DNIS number that reached final disposition the end of an active call guide whether handled by an agent or otherwise Ans Calls The top value is the total number of calls to the DNIS Avg number that agents answered The bottom value is the average time until answer in the form MM SS based on the formula Queue Duration for Answered DNIS Calls Number of Answered DNIS Calls Answered Norm The number of calls to the DNIS number that agents in the initial pilot answered this number excludes overflow calls that agents answered Answered Auto Ovfl The number of calls to the DNIS number that agents answered after ACD routed them to an overflow pilot Answered Manul Ovfl The number of DNIS calls that agents answered after a supervisor activated manual overflow Trgt The top value reflects the Target Answer Time Ans lt Tgt threshold The bottom value shows the percentage of calls to the DNIS number that agents answered within each pilot s Target Answer Time threshold based on the formula DNIS Calls Answered Before Target Answer Time Total Number of Answered DNIS Calls Aastra 2542 002 gt 225 Chapter 43 Report Generation Field Statistic Qued Calls The top value is the number of
104. alls or more difficult calls if they are handling a higher number of calls with lower average call durations than other agents e Agent trainees with low call durations are good candidates for assignment to primary and overflow pilots 216 Aastra 2542 002 ACD Administration Procedures e An agent s average call duration for a pilot that is much greater than the overall average call duration for the pilot may indicate that the agent needs training on handling calls to that pilot Run an Agent Call Source Tracking Report Use this procedure to generate an ACD Agent Call Source Tracking Report At the main Administrative Console command prompt type ACDR Type CS Agent Call Source Tracking report Type a pilot directory number and user group in the form pilot dirn user group For example type 3500 2 to The console displays SELECT COMMAND gt ACDR SELECT MODE PRINT CLEAR ADMIN gt DISPLAY The console displays STATISTIC REPORT or The console displays REPORT TYPE or gt A P The console displays ACD PILOT USER GROUP or or gt The console displays an Agent Call Source Tracking Report with statistics for the pilot you selected followed by select pilot 3500 in user group 2 REPORT TYPE or gt As By CS Repeat steps 4 and 5 to select a different report type and pilot Otherwise
105. alues are Y yes or N no Determines whether the system uses the Directory Lookup tables to include agent names with agent IDs on ACD reports Valid values are Y yes and N no Determines whether the pilot supports the Wrap up agent feature Wrap up automatically provides time after each call before an agent s station will accept another incoming call Wrap up time allows each agent to complete paperwork or other duties before they respond to another call N None Disables Wrap up for the pilot 1 250 Sets a Wrap up time in seconds Provides indefinite Wrap up time Guna after each call Agent must press the Wrap Work button on their station to cancel Wrap up A Agent Defines different Wrap up values for the following Agent Group standard inbound ACD calls to pilot Inbound non ACD calls Outbound non ACD calls Aastra 2542 002 ACD Administration Procedures Add an ACD Pilot to the Directory Lookup Table Use this procedure to add information for an ACD pilot to the system s Name and Number Directory At the main Administrative Console The console displays command prompt type DRUP l COMMAND gt D l MODE PRINT E FORMAT SAVE The console displays MODE M Modify C Create D Delete B Batch gt The console displays EY DIRECTORY NAME Type the title for the ACD pilot This The console displays should match the ACD pilot
106. alysis Applicable Reports Is the center answering calls within the Pilot Number Current report target service level What should the target service level be Call Profile report abandoned calls How can the center increase the Pilot Number Current report percentage of calls answered within the target time Agent Average report Agent Percentage report Agent Current Status report How many calls is the center losing Pilot Number Current report How quickly are callers abandoning Call Profile report abandoned calls calls How long does it take for a caller to Pilot Number Current report reach an agent Call Profile report calls in queue and abandoned calls Are callers being bounced around oris Agent Average report the first agent able to help them Agent Percentage report Agent Average Report 212 The ACD Agent Average report includes statistical averages for agents of the same group those who share calls to a specific pilot number It includes a name if available and an identification number agent ID for each agent The statistics are historical beginning from the last time Agent Report statistics were cleared Each row provides statistics for a single agent The last row provides a summary line that reflects the agent group s overall activity and productivity It supports historical review and analysis of each agent s participation in pilot activities Aastra 2542 002 ACD Administration Proce
107. ameters Deactivate the Call Route Scheduling capability while you create or modify parameters Force the system to use an existing call guide while Call Route Scheduling is inactive 2 Define Call Route Scheduling parameters including Time of Day TOD Day of Week DOW and Day of Year DOY tables 3 After saving the new or modified parameters to the switch database activate Call Route Scheduling Note To define or change all of the parameters for a pilot see Create an ACD Pilot or Modify an ACD Pilot See ACD Pilot Parameters for descriptions of all ACD pilot parameters Activate or Deactivate Call Route Scheduling Use this procedure to activate or deactivate the Call Route Scheduling capability Deactivate Call Route Scheduling while you create or modify parameters Force the system to use an existing call guide while Call Route Scheduling is inactive After saving the new or modified parameters reactivate Call Route Scheduling Aastra 2542 002 gt 119 Chapter 19 Call Route Scheduling At the main Administrative Console The console displays prompt type ACD COMMAND gt ACD E PRINT PDATE TITLE 2 Type U console displays ELECT MODE C Create M Modify D Delete 3 Type M The console displays PILOT DIRECTORY NUMBE OL Ses gt Type the number for the ACD pilot to The console displays modify USER GROUP gt Type the number of the user group The console disp
108. ameters for Agent Unavailable ooonncnnnnccninicinicicnnnccconaconannnos 97 Table 15 Call Route Scheduling Parameters oooonoccnnnnccconocononocononacnnnnonono conocia cono conan co nnnccnnnnos 125 Table 16 Digit Collection Template Parameters oooonocnnccnoconocononaconaconoconnconn nono nonnnrnanona conan 151 Table 17 Call Guide Variables for Intelligent Queuing ooonoccnnnccnnnnccnonccononanonnncnancccnncconnnos 167 Table 18 Example of Manual Overflow oooocnnoconoconoccnonononononaconoconoconccnnccnnn cana n ran nrna conan 169 Table 19 Initial and Alternate Monitoring MoOdeS cooooccnnnccnoncccnonaconnncnnnocononononnnacnancccnnnccnnnos 171 Table 20 Class of Service Parameters for Monitoring ccooocconocccnonnnononanonoconanononanacnnnncconoconnnos 177 Table 21 Monitor Control List Parameters cee eeeeseeseesseensecsseceseceseceeeseneeeseeeaeeeaaeenaes 182 Table 22 Resource Allocation Analysis cc ccssccessseceeneeceseeeesaeceeaeeceeneeceaeeesaaeceeaeeceeeeeesaes 210 Table 23 Training and Development Analysis ooooonnnnccnincccnonnnonnaconnnccnnoconanononana cono cc nnnnconnnos 210 Table 24 ACD Pilot Performance AnalySis ecccccccceesseceeceeceeeceesaeceeaeeceeeeecsaeceeaeceeaeeeaes 211 Table 25 Agent Performance ANalySlS cooconccnnconncnnocnnonnnnnncnoncnn nono nonnncnn conc conc cra cra cra cra 211 Table 26 Customer Satisfaction and Quality AnalysSIS ooooonnocnnnncccnncccnncccnnncnononannnnnccancconn
109. an agent is dealing with a hostile caller or an emergency situation such as a bomb threat Note Call recording requires a recording device that is not standard PointSpan equipment The term Emergency Call Recording is synonymous Enable Call Recording The following table outlines the process to enable the Call Recording agent feature a En Open Application A cae cana Open Application Interface OAD connectivity between the external recording device and the PointSpan switch Set the following parameters for each Class of Service associated with agent lines that will use call recording e Call Recording Allowed CRD e Continuous Call Recording CCR Ensure that appropriate button templates for agents include the Call Recording CREC feature button Assign an appropriate button template with the Call Recording feature button to stations for agents who will use the feature Note You cannot modify an existing agent station using the Line command to support Call Recording You must delete the station line and create it again with an appropriate button template Note See appropriate phone documentation for instructions to use the Call Recording feature from an agent station Aastra 2542 002 gt 115 Chapter 18 Call Recording AASTRA 116 Aastra 2542 002 ACD Administration Procedures Chapter 19 Call Route Scheduling With Call Route Scheduling a PointSpan switch can activate different ca
110. an rancia 209 Agent Average Report iuris 212 General Analysis Guidelines ooonoccnncccnnonocinnncconcconononononocnnnnonnnccnnnn cono conan ccnnncnos 214 Run an Agent Average Report cee eecceeceseseeeseeeeesseecsaecaecaeceaeceaeesseeeeeeseeeaeeeaaeenaes 215 Agent Call Source Tracking by Originating Pilot Number Report eee eeeeeeeeneee 215 General Analysis Guidelines 20 0 0 eceesesseeseeensecsseceseceseceseeseeseneesaeeeaeeeaeeenaes 216 Run an Agent Call Source Tracking Report 0 eecceesccessseceeseceeeeeceeeeeesaeeeeaeceeeeeeeaees 217 Agent Percentage Report sii isecsteesssccdesbeliscaisdseccketessedebonscewvats sabes dtd dgcsbhles segs sthsagesses tater seens 217 General Analysis Guidelines concnnconinonncnnnocnnoncnnncnnncnnnononocononnn nono nono nrnn cra ccoo 219 Run an Agent Percentage RepOlTt oooconccnnnnnnocononcnoncnonononoconoconononccnnncnnncnnn cnn rra cra cra cra 219 Agent Current Status REPO ruin a it 220 General Analysis Guidelines oonconcnnnnonnccnnonnnonononcnonocononnocnonnnnnnn nono nona cra conos 223 Run an Agent Current Status Report 0 eee eseeseeseeeseecseececeeeeseesseeeseeseaeesaeeeaeeeneeenaes 223 Agent Continuous Status Report cece eseesesssecssecsseceseceseceseceeesseeseeesseeseneeeaeeeaeeenaeenaes 224 Run an Agent Continuous Status Report concnnccnononocononcconoconoconnconnconn conc nono crnaconanrna conan 224 Dialed Number Identification System RepOlTt oooooccnnncinoconoconoccnoncnonoc
111. an the last S Substitute for if tast digit Ix noas Type a number from 0 to 14 The console displays PDT information followed by INFORMATION TYPE or Return END gt Press the lt Enter gt key The console displays PDT information followed by DOES UPDATE VERIFY gt The console saves the new PDT and displays TABLE CHANGE PERFORME Aastra 2542 002 gt 255 Chapter 46 Whisper Messaging AASTRA 256 Aastra 2542 002 ACD Administration Procedures Chapter 47 Work Automatic Call Distribution ACD provides a Work feature for agents Work enables agents to manually prevent their station from accepting more ACD calls It gives each agent the flexibility to allocate additional time to complete paperwork or other duties before responding to other calls Many of the parameters for Work also involve the Agent Unavailable feature Work which is a manual application of the Wrap up feature shares the same feature button on an agent station Class of Service Parameters for the Work Feature Several Class of Service CLOS parameters support the Work feature for agents Many of these parameters also support the Agent Unavailable feature Table 42 presents the CLOS parameters that support the Work feature in alphabetical order It also shows the system console s three letter abbreviation for each parameter Some parameters do not have an abbreviation because
112. any agent who remains in Work longer than the Time for Agent Work parameter Agent State After Work Agent Unavailable lo Agent Offline If you select U Agent Unavailable for this parameter the system prompts you to define the following additional parameters e Unavailable Reason Code Table e Unavailable Reason Code Number e Time for Agent Unavailable Agent Unavailable AUN Determines whether the pilot supports the Agent Unavailable feature Agent Unavailable allows an agent in the pilot to prevent ACD from routing new calls to their station It gives agents flexibility in managing their time Unavailable Agent Mode N Not The pilot does not support the allowed Agent Unavailable feature A Allowed The pilot supports the Agent Unavailable feature and does not require or accept a reason code O Optional The pilot supports the Agent Unavailable feature Although it does not require a reason code it will accept one M The pilot supports the Agent Mandatory Unavailable feature and requires a reason code When you select either O or M for this parameter the system prompts you to define an Unavailable Reason Code Table Number parameter Aastra 2542 002 gt 25 Chapter 4 ACD Pilots 26 ACD Pilot Parameter Agent Work Allowed AWR Determine whether the pilot supports the Work feature Work enables an agent in the pilot to manually prevent their station from accepting more ACD calls I
113. associated with the whisper message tvs PHRASE GROUP or 20 Type the IVS phrase group number The console displays associated with the whisper message vs PHRASE ID or 2 21 Type the IVS phrase identification The console displays number for the whisper message PILOT MUSIC SOURCE PILOT MUSIC SOURCE Aastra 2542 002 gt 249 Chapter 46 Whisper Messaging Type an appropriate pilot music The console displays SOUL Es HELD XFER MUSIC SOURCE D De Type an appropriate value to hold or The console displays transfer the music source ACD QUEUING PRIORITY OPTION Cf Di Tr OL ei Type an appropriate ACD queuing The console displays priority option ACD QUEUING PRIORITY LEVEL VETA Type an appropriate queuing priority The console displays level from 0 to 7 A value of 0 zero ENABLE ACD STATISTICS Y Yes indicates no level NENG gt Type either Y or N The console displays user group information including whisper message parameters followed by OES UPDATE ERTFY gt Type Y to save the user group with new whisper messaging parameters Assign a Whisper Message to an ACD Pilot Use this procedure to assign a whisper message for calls to an existing ACD pilot At the main Administrative Console The console displays prompt type ACD ECT COMMAND gt ACD S SELECT E PRINT DISPLAY UF E TLES
114. ast cleared Dir Number The directory number of the ACD line on which the given agent last signed on Agent ID The unique number that identifies the agent A name for the agent if available Orig Pilot The originating pilot number that routed calls to the specific agent This field also includes any overflow pilots associated with the primary originating pilot ACD Calls The total number of ACD calls from the originating pilot and each overflow pilot that the agent answered Avg Call Duration The average duration of the calls from the specific pilot in the Orig Pilot column that the agent answered based on the formula Total Duration of Calls Number of Calls Agent Total Calls The total number of ACD calls from the originating pilot and all overflow pilots the sum of all calls in the ACD Calls column that the agent answered Agent Total Avg The average duration of all ACD calls from the originating pilot and all overflow pilots that the agent answered based on the formula Total Duration of Calls Number of ACD Calls Answered General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Agent Call Source Tracking by Originating Pilot Number report e Call activity for primary pilots should typically exceed activity for overflow pilots High numbers of call to overflow pilots may indicate a need for more agents in the primary pilot group e An agent may be ready to handle more c
115. at feature button Ensure that appropriate button templates for agents include the Agent Statistics Aastra 2542 002 85 Chapter 9 Agent Statistics a Taste copio balontemplaiaG iiniie Aena an appropriate button template with the Agent Statistics feature button to stations for agents who will use the feature Note You can not modify an existing agent station using the Line command to add support for Agent Statistics You must delete the station line and create it again with an appropriate button template Define the Format for Agent Statistics Use this procedure to select the statistics that the Agent Statistics feature displays and to define the format for those statistics At the main Administrative Console The console displays prompt type UGRP ECT COMMAND gt UGRP ECT MODE PRINT DISPLAY E TITLES gt The console displays UPDATE MODE C Create M Modify D Delete gt The console displays USER GROUP NUMBER or 7 Type the number for the user group to console displays modify ECT SUBCOMMAND or gt Type CHP Call Handling If the user group shares call handling Parameters parameters with other user groups the console displays USER GROUP SHARES CHPs WITH OTHER USER GROUP CHPs DISPLAY THE SHARING USER GROUPS Y Yes Return No If not the console displays
116. at the agent spent on ACD calls based on the formula Total ACD Call Duration Total Online Time Auto Wrap The percentage of total online time that the agent spent in the wrap up state based on the formula Total Wrap up Duration Total Online Time Work The percentage of total online time that the agent spent in the work state based on the formula Total Work Duration Total Online Time Avail The percentage of total online time that the agent spent in the available idle state based on the formula Online Time ACD Call Duration Wrap Duration Work Duration Total Online Time Outgo Calls The percentage of total time that the agent spent on calls to an outgoing trunk that originated at the ACD line based on the formula Total Duration of Outgoing Calls Total Online Time Incom Calls The percentage of total time that the agent spent on non ACD calls received by the station based on the formula Total Duration of Incoming Calls Total Online Time 218 Aastra 2542 002 ACD Administration Procedures Field Statistic Intrn Calls The percentage of total time that the agent spent on internal calls that the ACD line either originated or received based on the formula Total Duration of Internal Calls Total Online Time Time Hold The percentage of total time that the agent spent in the Call Hold State based on the formula Total Duration of Call Hold Total Online Time General Analy
117. atch that agent s number of incoming calls The agent has no unanswered calls The agent has no transferred calls e Anagent who handles a relatively low number of ACD calls may require additional training or experience e High numbers of outgoing incoming and internal calls may indicate one or more of the following The agent may be avoiding ACD calls The agent may need more training The agent may be performing unusual or special tasks such as returning customer calls e High numbers of unanswered calls may indicate that an agent was either not at their station or was otherwise unavailable but did not place the line in a work or unavailable state e High numbers of transferred calls may indicate a need for more training e High overall automatic wrap averages may indicate a need to decrease the maximum wrap up time WPM for the pilot see ACD Pilot Parameters in the ACD Administration Procedures manual 2542 nnn e Ifa pilot has high numbers of unanswered calls consider implementing the Automatic Answer hands free feature for agents 214 Aastra 2542 002 Run an Agent Average Report ACD Administration Procedures Use this procedure to generate an ACD Agent Average Report At the main Administrative Console command prompt type ACDR Type a pilot directory number and user group in the form pilot dirn user group For example type 3500 2 to select pilot 3500 in user group 2 Repeat ste
118. ate statistics for call types pilots with call guides and agent groups pilots with agents Any pilot with both a call guide and agents can cause confusing statistical data in Centergy Try to associate pilot numbers with agent numbers in agent group pilots For example if your pilot number is 7000 consider using directory numbers from 7001 to 7999 for associated agents When creating pilot numbers consider skipping by common multiples if possible for example create pilot numbers 7000 7050 7100 7150 7200 and so on Select a common multiple for example 50 or 100 based on the total number of pilots for the center and the number of agents for each pilot Call centers with many pilots need smaller multiples Pilots with many agents need larger multiples Your design plan can help you balance the number of ACD pilots and the size of ACD pilots Limit the number of ACD lines on each agent s station Although a station with multiple lines can allow an agent to serve more than one pilot at a time the system supports more practical alternatives Consider using phantom pilots pilots with Chapter 1 Implement ACD unpublished numbers that call guides contain exclusively as overflow pilots See Overflow for details e If possible implement sophisticated call center management software to support operations Administrative Console Control for ACD System and station parameters in a PointSpan switch database determine the ACD function
119. aximum Times Wrap Work Defines the maximum number of consecutive times Allowed WPM that an agent can activate Work The system resets the Wrap Work count for an agent whenever they answer an incoming ACD call Valid values are 1 through 9 and U unlimited 94 Aastra 2542 002 ACD Administration Procedures Pilot Parameter for the Agent Description Unavailable Feature Time for Agent Unavailable Defines the maximum amount of time an agent can UTV remain in the Unavailable state after being in the Work state longer than the Time for Agent Work parameter EE Time from 5 Sets a specific maximum time to 600 seconds for Agent Unavailable after a Work timeout Uses the value of the Time for Agent Unavailable UTV parameter in the Class of Service CLOS for agents in this pilot N None The pilot has no maximum time for Agent Unavailable after a Work timeout An agent who becomes unavailable after being in the Work state longer than the Time for Agent Work parameter can remain in the Unavailable state indefinitely Time for Agent Work WTV Defines the maximum amount of time an agent in the pilot can remain in the Work state ANT Time from 5 Sets a specific maximum time to 600 seconds for Work Uses the value of the Time for Agent Work WTV parameter in the Class of Service CLOS for agents in this pilot N None The pilot has no maximum time for Work An agent can remain in Work indefinitely
120. ber for each call guide is an ACD call guide ACDC parameter Call Guide 2 Number CG2 Defines the call guide by number that the pilot uses as its second main call guide This parameter is available only if the pilot enables Call Route Scheduling Aastra 2542 002 gt 29 Chapter 4 ACD Pilots ACD Pilot Parameter Call Guide 3 Number CG3 Call Guide 4 Number CG4 Call Waiting Termination Allowed CWE CDR Agent Event Enabled AGE CDR Pilot Event Enabled PLE Continue Music Until Agent Connects CTM 30 Defines the call guide by number that the pilot uses as its third main call guide This parameter is available only if the pilot enables Call Route Scheduling Defines the call guide by number that the pilot uses as its fourth main call guide This parameter is available only if the pilot enables Call Route Scheduling Determines whether the system will route a call to any of the pilot s agent stations when a station is busy with an active ACD call Valid values are Y yes and N no Determines whether the CDR Agent Event feature is active When active the CDR Agent Event feature records event information for the each agent in call detail records CDRs Valid values are Y yes or N no Determines whether the CDR Pilot Event feature is active When active the CDR Pilot Event feature records event information for the entire pilot in call detail records CDRs Valid values are Y ye
121. ber and Attendant Monitoring MN TmisMonitorControl List Monitor Control List prevents Directory Number and Attendant Monitoring for any ACD pilot that uses it All This Monitor Control List All Lines and enables the supervisor for any ATDCs based pilot that uses 1t to monitor on CLOS any line associated with the supervisor s Class of Service A line or ATDC This Monitor Control List dirn user group enables the supervisor for any pilot that uses it to monitor some of the lines that share the supervisor s Class of Service as listed by directory number and user group Assign a Monitor Control List to a Supervisor Phone Use this procedure to associate a Monitor Control List and a supervisor station At the main Administrative Console The console displays command prompt type FONE COMMAND gt FONE E PRINT DISPLAY The console displays ELECT MODE C Create M Modify D Delete gt console displays ER PORT NUMBER LOCATION Aastra 2542 002 gt 185 Chapter 33 Monitoring 186 Type the port location for the supervisor station in the form WWW X YY ZZ where WWW is the cabinet number X is the shelf number YY is the slot and ZZ it the specific port For example type 2 3 11 9 to specify the ninth port of the card in the eleventh slot of the third shelf of the second cabinet Type MCL Type the number of the Monitor
122. ble agent answers another call Call Monitoring Team An MCL supports one of the following options for this Supervisor Group Call monitoring type Monitoring e Supports monitoring of every agent team in a call center that shares the user group of any pilot that uses this Monitor Control List Supports monitoring of only some agent teams in a call center that shares the user group of any pilot that uses this Monitor Control List lists teams by team number e Prevents Supervisor Group Call Monitoring Monitoring begins when an agent in an eligible team answers a new incoming call The system monitors each call from answer to completion After a call being monitored ends monitoring resumes when the same or another eligible agent answers another call Call Monitoring Pilot An MCL supports one of the following options for this monitoring type Application Pilot Call Monitoring e Supports monitoring of every pilot in the active call guide including the primary agent group and all overflow agent groups Supports monitoring only some pilots in the active call guide lists pilots by directory number and user group e Prevents Application Pilot Call Monitoring Monitoring begins when an agent in an eligible pilot answers a new incoming call The system monitors each call from answer to completion After a call being monitored ends monitoring resumes when the same or another eligible agent group pilot answers another c
123. c ACD capability Chapter 35 Network Numbering Plan Provides instructions to enable the Network Support Numbering Plan Support ACD capability Chapter 36 Night Service Provides instructions to enable the Night Service ACD feature Chapter 37 OAI Associated Member Provides instructions to enable the OAI Associated Member ACD capability Chapter 38 Originator Billing Provides instructions to enable the Originator Billing ACD capability Chapter 39 Overflow Provides instructions to enable the Overflow ACD capability Chapter 40 Play IVS Phrase Provides instructions to enable the Play IVS Phrase ACD feature Chapter 41 Queue Depth Provides instructions to enable the Queue Depth ACD feature Chapter 42 Reassignment Provides instructions to enable the Reassignment ACD feature Chapter 43 Report Generation Describes all of the ACD reports Provides instructions to generate reports and cleat ACD statistical data from the database Chapter 44 Short Abandon Time Provides instructions to enable the Short Abandon Time ACD capability Chapter 45 Status Monitoring Provides instructions to use the Status Monitoring ACD feature Chapter 46 Whisper Messaging Provides instructions to enable the Whisper Messaging ACD capability Chapter 47 Work Provides instructions to enable the Work ACD feature Aastra 2542 002 xvii About This Publication Chapter Topic xviii Provides instructions to enable the Wrap u
124. calls to the DNIS Avg number that ACD placed in queue because no agent was available when they arrived The bottom value is the average length of time in the form MM SS that a call remained in queue based on the formula Total Duration of Calls in Queue Total Number of Calls in Queue Qued Longst The longest duration in the form MM SS that a call to the DNIS number remained in queue Xfrd Calls The number of times that calls to the DNIS number were transferred Report Dura HH MM The total duration interval for this report from the time a user last cleared the statistics until ACD generated this report The time is in the form HH MM Run a DNIS Report Use this procedure to generate an ACD DNIS Report At the main Administrative Console The console displays command prompt type ACDR SELECT COMMAND gt ACDR SELECT MODE PRINT DISPLAY CLEAR ADMIN gt 2 Type D The console displays STATISTIC REPORT or 3 Type D DNIS report The console displays USER GROUP NUMBER or Type the user group number The console displays associated with the DNIS number for the report DNIS NUMBER or DNIS NUMBER or Repeat steps 4 and 5 to select a different number for another DNIS report Otherwise press the lt Enter gt key to stop displaying the report 5 Type the DNIS number for the report The console displays a DNIS Report with
125. capability as part of the Integrated Voice Services IVS feature With Intelligent Queuing the system gives each caller an anticipated wait time before an agent will answer the call Intelligent Queuing helps a caller decide whether or not to continue to hold If the wait time is short they may stay on longer than they would if they did not know the wait time The system calculates and maintains the following Intelligent Queuing information e The pilot queue depth when a new call enters a pilot e The estimated time until answer for a new call entering a pilot e The current pilot queue depth allowing Intelligent Queuing to maintain changes to queue depth during a call e The estimated time until answer for a call that is still in queue allowing Intelligent Queuing to update the estimated time until answer for each call e An average Queue Passage Rate for each pilot extrapolated over one hour periods Enable Intelligent Queuing The following table outlines the process to enable Intelligent Queuing Establish an Ca Teran Queue e a Srce Queuing Sample Interval for each pilot See Create an ACD Pilot Modify an ACD Pilot and ACD Pilot Parameters in the PointSpan ACD Administration Procedures manual 2542 nnn Configure the associated Prefix Digit Table PDT to outpulse the following The pilot queue depth when a new call enters a pilot The estimated time until answer for a new call entering a pilot The current pilot queue de
126. cels manual overflow ACD continues to route all calls to overflow pilots To route calls again to the primary pilot a supervisor must cancel manual overflow Manual Overflow allows supervisors to adjust to unusual conditions For example Call Center 1 typically has ten active agents in the primary group The center s call guide activates overflow when the queue holds more than five calls one call waiting for every two active calls On an unusual day a snow storm hits the area and only six primary agents make their way to the center The supervisor can compensate for the staffing problem by manually activating overflow when the queue holds more than three calls maintaining a ratio of one call waiting for every two active calls Manual Overflow and Call Guide Processing Aastra 2542 002 The ACD capability of PointSpan switches supports a manual overflow feature When a supervisor activates manual overflow the system routes all calls in queue to any overflow pilots as defined in the active call guide Manual overflow continues automatically until a supervisor cancels it To route calls again to the primary pilot a supervisor must cancel manual overflow Manual overflow however only routes calls for Agent Group and CallNet steps that do not include any user defined variable a system variable or a pre defined function parameters Table 18 shows three call guides involved in manual overflow Table 18 Example of Manual Overflow
127. csesvocsnsesdscdeesbencuseteseceedeoncesateces 141 CDRA Snte ion ALI eked ines eae tase eee adic ATR 141 CDR Pilot Evente iire cote stiles olan cebu RA dew oe 142 vii Aastra 2542 001 Proprietary and Contents Section Enable CDR Agent Eventos titanes ies 143 Enable CDR Pilot Event Gia hai A E A N ES 143 Set the ACD CDR Event Period cia ita 143 Chapter 24 Destination Information Transfer sscssssccsssssssssesssscsssscsssssssssssssecees 145 Enable Destination Information Transfer ceeccceseceeseeceeneeceeeeeceeeeeaeceeaaeceeaeeeeaees 145 Chapter 25 Digit COMCCHOM ssassesscscvisssccbssossssesteseconsvossesaesseossessossnsescsocessdensusstesecces ssas sse Sass 147 Enable Digit Collection cnica tddi 147 Create a Digit Collection Template 0 0 cee ececseeseecseecnseceseceseceaeceseeeeesseeseeeseneenaes 147 Modify a Digit Collection Template cee esesseeseecneecsseceseceseceseceseeeseeeseeeaeeenaeenaes 149 Digit Collection Template Parameters ee eeeeseesecseecssecsseceseceseceseeeeeeeeeeeseeseneeeaes 150 Chapter 26 Directory Lookup ccssccssssssssscssssccsssccsssssssseccssccscscsessesssssascsssssssesssssecees 153 Enable Directory L0OkKUp cocinar sacada 153 Chapter 27 Do Not DISturD sisiecscisssccsesdeiscssssssecenndssescesessanssedsccosscssetssusssovecsessenssvessevsencssasesse 155 Enable the Do Not Disturb Feature ooooonnnccnnonocinnccconnnononcnononacnnononnncccnnc crono cono nc cnnnccn
128. currently in queue including all overflow calls from other pilots AGENT N Longest The longest time that any call currently in the queue has been waiting for answer by an agent in this pilot Online Agents The number of agents in this pilot who are currently online signed on Offline Agents The number of agents in this pilot who are currently offline signed off 220 Aastra 2542 002 ACD Administration Procedures Field Statistic Idle The number of agents in this pilot who are currently idle and available to answer the next ACD call Wrapup The number of agents in this pilot who are currently in the automatic wrap up state Work The number of agents in this pilot who are currently in the manual work state Hold The number of agents in this pilot who are currently in the hold state BsyACD The number of agents in this pilot who are currently handling an ACD call DNDstb The number of agents in this pilot who are currently in the do not disturb state Outgo The number of agents in this pilot who are currently on an ACD call that originated from an ACD line Incmig The number of agents in this pilot who are currently on a non ACD call that an ACD line received Intrnl The number of agents in this pilot who are currently on an internal call that an ACD line either originated or received The total number of unavailable agents Notrdy The total number of agents who are not ready
129. d After you respond to all of the prompts subsequent prompts for Class of Service parameters the console displays complete details for the For detailed descriptions of the Class Class of Service followed by of Service parameters that directly control ACD capabilities see Class DOES UPDATE VERIFY of Service Parameters for ACD For comprehensive information for CLASS of Service parameters see the PointSpan Station Database Procedures manual 2512 nnn 8 _ Type Y to save the Class of Servie Modify a Class of Service for ACD Agents and Supervisors Use this procedure to modify the parameters of an existing Class of Service that supports your call center s agents and supervisors At the main Administrative Console The console displays command prompt type CLOS COMMAND gt C S SELE MODE PRINT DISPLAY UF E SEARCH TITLES gt T he console displays UPDT MODE C Create M Modify D Delete P Copy gt The console displays SPECIFY CLASS OF SERVICE gt Aastra 2542 002 47 Chapter 5 Agents and Supervisors Type an available Class of Service number Type an appropriate code for the ACD related Class of Service parameter to change For example The console displays Specify CLOS Field to Modify OL OL ia HF After you respond to the final prompt for the Class o
130. d Voice Controller IVC devices the ports on IVC cards to support Integrated Voice Services IVS CLCN Command The Call Center command defines core information SELECT COMMAND gt CLCN for a call center such as name location time zone and pilot member type The pilot member type defines whether the system identifies agents in the call center by directory number DIRN or agent identification number Agent ID It determines whether the call center is DIRN based or ID based CLOS Command The Class of Service command defines sets of SELECT COMMAND gt CLOS privileges and features that meet the varying needs of different kinds of users Many Class of Service parameters pertain directly and exclusively to ACD Chapter 1 Implement ACD Role in ACD DIRN Command SELECT COMMAND gt DIRN The Directory Number command creates modifies and otherwise controls directory numbers The DIRN command can e Display blocks of yet unassigned numbers in the database for assignment to ACD pilots e Create a feature DIRN that supports the Play IVS Phrase feature for stations without feature buttons DRUP Command SELECT COMMAND gt DRUP The Directory Lookup command creates tables of data for the system s Name and Number Directory The DRUP command can add information for an ACD pilot to this directory FONE Command SELECT COMMAND gt FONE The FONE command build
131. d call Table 38 describes the three different types of whisper messages Table 38 Types of Whisper Messages Whisper Message Type Description Priority Level Dialed Number A whisper message for incoming calls Identification Service to any destination with a user group that DNIS whisper message supports DNIS Automatic Call Distribution A whisper message for incoming calls to ACD whisper message an ACD pilot Note The system plays ACD whisper messages only for calls to the ACD pilot It does not play whisper messages for direct calls to an agent station Incoming trunk call A whisper message for incoming calls 3 whisper message from a specific trunk group The switch plays whisper messages based on the highest priority level applicable to an incoming call A DNIS message takes precedence over an ACD pilot message Both DNIS and ACD pilot message take precedence over a trunk message Table 39 shows the sequence of events for whisper messaging Table 39 Whisper Messaging Process An incoming call arrives at the switch The destination station rings Someone answers the destination station The switch plays an appropriate whisper message to the destination phone and continues playing ringing to the caller Aastra 2542 002 245 Chapter 46 Whisper Messaging 5 After completing the message the switch connects the caller to the destination station Table 40 shows the three different sources that ca
132. d capabilities Note A supervisor can not control agent features that an agent station does not already support Ensure that button templates for appropriate supervisors include the following feature buttons e Agent Line Sign on and Sign off OFFL e Automatic Answer Hands Free HFAA e Wrap Work WRAP Assign an appropriate button template with the OFFL HFAA and WRAP feature buttons to stations for supervisors who will control these ACD features on agent stations Note You can not modify an existing supervisor station using the Line command to add Feature Control buttons that it did not already have You must delete the station line and create it again with an appropriate button template Aastra 2542 002 157 Chapter 28 Feature Control Note See appropriate phone documentation for instructions to use the Feature Control capability on a supervisor station 158 Aastra 2542 002 ACD Administration Procedures Chapter 29 Force Automatic Call Distribution ACD provides a Force feature for supervisors Force enables a supervisor to manually suspend Wrap and Work capabilities for all agents in an ACD pilot It makes agent stations that are in a Work or Wrap state immediately available to receive calls Enable the Force Feature The following table outlines the process to enable the Force supervisor feature Establish agent stations with the Work and Wrap up capabilities 2 Ensure that appro
133. duration interval for this report from the time a user last cleared the statistics for the pilot until ACD generated this report The time is in the form HH MM General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Pilot Number Current report e This report is useful to understand the system s daily operations e Any patterns in the incoming calls to a pilot can help determine scheduling requirements e Increased numbers of abandoned calls at particular times or particular days may indicate a need for additional staffing for those periods e If most abandoned calls are associated with a particular pilot that agent group may need additional training e High numbers of overflow calls may indicate a need for additional agents in the primary pilot group e A percentage of calls answered less than 100 may indicate either a need for more agents or a need to increase the target answer time in ACD pilot parameters e High numbers of call deflections may indicate a need for more trunks e High numbers of call deflections with high numbers of calls in queue may indicate a need to decrease wrap up and work times e High numbers of call deflections with low numbers of calls in queue may indicate a need for more agents e Low numbers of call deflections with high numbers of calls in queue may indicate a need for more agents Run a Pilot Number Current Report Use this procedure to generate an
134. dures Table 27 describes the statistical fields of an ACD Agent Average report Table 27 Statistical Fields of an ACD Agent Average Report Field Statistic Total Pilot Active Time The total time in which the pilot has not been in night service since this report was last cleared Dir Number The directory number of the ACD line on which a given agent last signed on Agent ID A unique number that identifies a agent Online Time The total time that a given ACD line has been in the online state Online time includes the time that an agent is actively handling calls in wrap up or in work Unans Calls The number of calls that ACD routed to the agent that the agent did not answer within the time specified in the call forward no answer parameter Xfrd Calls The number of calls that an agent initially received then transferred ACD Calls Avg The top line shows the total number of ACD calls that the agent answered The bottom line shows an average duration based on the formula Total ACD Call Duration Total Number of ACD Calls Auto Wrap Avg The average time per call handled that the agent spent in the wrap up state based on the formula Total Wrap up Duration Total Number of ACD Calls Avail Avg The average time that the agent was available to answer calls based on the formula Online Time ACD Call Duration Wrap Duration Work Duration Total Number of ACD Calls Answered Hold Calls Avg The top line
135. e For detailed descriptions of ACD related Line parameters see Line Parameters for ACD For information on all Line parameters see the PointSpan Station Database Procedures manual 2512 nnn Repeat step 6 for each Line parameter to change When you are done press the lt Enter gt key The console displays SELECT COMMAND gt LINE SELECT MODE PRINT DISPLAY UPDATE LOGGING gt The console displays UPDT MODE D Delete C Create M Modify P COPY sx gt The console displays DIRECTORY NUMBER The console displays USER GROUP gt The console displays DIRECTORY TYPE ACD VOICE LINE Specify Field to Modify OF OLR 2 gt Se The console displays Specify Field to Modify OF OL Ts Se The console displays complete details for the agent or supervisor line followed by DOES UPDATE VERIFY Type Y to save the new parameters for the line Aastra 2542 002 ACD Administration Procedures Line Parameters for ACD Several PointSpan database parameters define an ACD station determining its type and capabilities Many of the station parameters are available through both the FONE and LINE commands The FONE command creates a new station and the LINE command modifies the parameters of an existing station Table 10 presents the ACD related Line parameters in the alphabetical order It also includes the console s three letter abbreviation for each parameter
136. e ACD Administration Procedures CLOS Parameter Silent Monitor Option TSM Trunk Silent Monitor Toggle MMT Determines how the system supports the Monitoring feature for calls associated with this CLOS Monitoring Option SA Enables associated supervisors to switch between silent and active monitoring Monitoring begins in the silent mode Silent to Conference PA Enables associated supervisors to switch between split and active monitoring Monitoring begins in the split mode Monitoring Option SP Enables associated supervisors to switch between silent and split monitoring Monitoring begins in the silent mode Split to Conference Silent to Split Determines whether a supervisor can switch monitoring modes If not they can only monitor calls in the initial monitoring mode Valid values are Y yes and N no Define an Agent Team for Monitoring Use this procedure to add agents to a team for inclusion in a Monitor Control List At the main Administrative Console The console displays prompt type TEAM Aastra 2542 002 COMMAND gt TEAM DE PRINT DISPLAY EARCH TITLES gt The console displays ECT MODE C CREATE M MODIFY ELETE gt 179 Chapter 33 Monitoring 3 Type C The console displays Ak TEAM NUMBER or 7 the new agent team ER TITLE Type an appropriate title for t
137. e state available to handle new ACD calls Run an Agent Current Status Report Use this procedure to run an ACD Agent Current Status report At the main Administrative Console The console displays command prompt type ACDR ECT COMMAND gt ACDR ECT MODE PRINT DISPLAY FEAR ADMIN gt The console displays STATISTIC RE RENO R Ps du Type S Agent Status The console displays ACD PILOT USER GROUP Or OL Peas EA Type a pilot directory number and The console displays the Agent Current user group in the form pilot dirn user Status report for the pilot followed by group For example type 3500 2 to ACD PILOT USER GROUP select pilot 3500 in user group 2 or or Repeat step 4 to run an Agent Current Status report for a different pilot Aastra 2542 002 gt 223 Chapter 43 Report Generation Agent Continuous Status Report The ACD Continuous Status Report is identical to the ACD Agent Current Status report except that it updates automatically every 10 to 60 seconds Note You can manually move agents from one pilot to another from this report For instructions see Move Agents from the Agent Continuous Status Report Run an Agent Continuous Status Report Use this procedure to run an ACD Agent Continuous Status report At the main Administrative Console command prompt type ACDR The console displays SELECT COMMAND gt ACDR
138. e with the Wrap up and Work feature button to stations for agents who will use the feature Note You cannot modify an existing agent station using the Line command to add support for the Work feature You must delete the station line and create it again with an appropriate button template Note See appropriate phone documentation for instructions to control the Work feature from an agent station Aastra 2542 002 ACD Administration Procedures Chapter 48 Wrap up Automatic Call Distribution ACD provides a Wrap up feature for agents Wrap up automatically provides up to 250 seconds after each call before an agent s station will accept another incoming ACD call Wrap up time allows each agent to complete paperwork or other duties before responding to another call An agent can manually end wrap up before the allotted time by pressing the Wrap up and Work feature button on the agent station Enable the Wrap up Feature The following table outlines the process to enable the Wrap up feature for agents a a Set the Wrap up WRP parameter for each ACD agent group pilot If the Pilot Member Type parameter for a call center is I ID based set the Wrap up Allowed WUP parameter for each agent identification number Agent ID If the Pilot Member Type parameters for a call center is D DIRN based set the Wrap up Allowed parameter for each agent line station You can not change the Wrap up Allowed parameter for
139. e an identification number for each agent Create stations for all ACD agents and supervisors Assign each agent to a primary home ACD pilot Create a Class of Service for ACD Agents and Supervisors 46 Use this procedure to create a Class of Service that supports the calling requirements of your call center s agents and supervisors Note You should create at least one Class of Service for exclusive use by ACD agents and supervisors Call center personnel do not use many standard Class of Service features but do need many unique ACD features that other system users do not ACD features may actually distract or confuse other users 1 At the main Administrative Console The console displays command prompt type CLOS SELECT COMMAND gt C SELECT MODE PRINT DISPLAY EARCH TITLES gt The console displays UPDT MODE C Create M Modify D Delete P Copy gt Aastra 2542 002 ACD Administration Procedures Type her lapse oo eo The console displays PECIFY CLASS OF ERVICE gt number INTER TITLE Type an appropriate title for the Class he console displays of Service such as ACD CLOS for LASS OF SERVICE xxx Call Center Pee A Type VLN voice line to select an The console displays appropriate CLOS type for ACD ACCESS CODE ROUTING ALLOWE Y Yes N No gt 7 Respond appropriately at this an
140. e console displays Directory Number or The console displays ENTER DIRECTORY TYPE Or gt The console displays FEATURE or gt 203 Chapter 40 Play IVS Phrase Type PIVS Play IVS Phrase The console displays directory number information followed by D ES UPDATE V ERIFY Ol l 7 Type Y The system saves the Play IVS Phrase feature directory number 204 Aastra 2542 002 ACD Administration Procedures Chapter 41 Queue Depth Automatic Call Distribution ACD provides a Queue Depth feature for agents and supervisors When an agent or supervisor presses a Queue Depth QUEU feature button on an ACD station with an alphanumeric display the station indicates the number of agents on line and the number of calls in queue Enable the Queue Depth Feature The following table outlines the process to enable the Queue Depth feature ae ee eee Add the Queue Depth QUEU feature button to appropriate button templates Assign an appropriate button template with the Queue Depth feature button to stations for agents and supervisors who will use the feature Note You can not modify an existing agent station using the Line command to add support for the Queue Depth feature You must delete the station line and create it again with an appropriate button template Aastra 2542 002 gt 205 Chapter 41 Queue Depth AASTRA 206
141. e parameters associated with each Agent ID determine many of the core capabilities of that agent 6o Aastra 2542 002 ACD Administration Procedures At the main Administrative The console displays Console command prompt type AGID ELECT COMMAND gt AGID ELECT MODE PRINT DISPLAY PDATE RESTORE gt he console displays ELECT MODE C Create M Modify Delete P Copy gt The console displays AGENT ID gt Respond appropriately at this and After you respond to all of the prompts for subsequent prompts See Agent Agent Identification Number parameters Identification Parameters for the console displays complete details for the detailed descriptions of the Agent Agent ID followed by ID parameters DOES UPDATE ERIFY EMS Trarr7ro Modify an Agent Identification Number Use this procedure to modify the parameters of an existing Agent ID The parameters associated with each Agent ID determine many of the core capabilities of that agent At the main Administrative The console displays Console command prompt type AGID ELECT COMMAND gt AGID ELECT MODE PRINT DISPLAY PDATE RESTORE gt 2 Type U he console displays ELECT MODE C Create M Modify Delete P Copy gt 3 Type M The console displays AGENT ID gt Type the number for the Agent ID The console displays to change U
142. e system to update estimated time until answer for calls in queue Verify that the switch has enabled IVS Set the time boundary for the system s generation of ACD CDR event records Chapter 1 Implement ACD Role in ACD TEAM Command The Team command creates a team of agents that an MCL can assign to a supervisor for monitoring COMMAND gt TI Command The User Group command controls user group parameters The UGRP command can COMMAND gt UGRP Control Dynamic Agent Sign on Support manual removal of a roaming agent line see Modify a User Group for Manual Removal of Roaming A gent Line Associate a call center configuration with an appropriate user group Assign a whisper message for calls to a user group that supports Dialed Number Identification System DNIS definitions Set the Whisper Device Wait WDW time a delay before the system connects a call to allow a whisper device source to become available Select the statistics that the Agent Statistics feature displays and define the format for those statistics UTIL Command The Utilities command can build an Open Application Interface OAD channel to support the IVS Phrase Manager utility SELECT COMMAND gt UTIL 8 Aastra 2542 002 ACD Administration Procedures Chapter 2 Call Centers A call center is an environment in which groups of agents handle inbound and outbound calls For example many o
143. e that allows users of stations without feature buttons to play IVS phrases At the main Administrative Console prompt type NFIT the Numeric Feature Interpret Table command 202 COMMAND gt NFIT E PRINT DISPLAY The console displays Type A Add C Chg R Rem D Dsp Rtn or gt The console displays Feature Code 1 4 digit number or gt Aastra 2542 002 Note A user must end any 1 3 digit code with a pound to activate the Play IVS Phrase feature Type PIVS Play IVS Phrase Press the lt Enter gt key ACD Administration Procedures Type a 1 4 digit feature code The console displays Feature Mnemonic or The console displays Type A Add C Chg R Rem D Dsp Rtn Or Pes gt The console displays the Numeric Feature ee Table followed by OES UPDATE VERIFY Assign a Feature Directory Number to Play IVS Phrases Use this procedure to create a feature directory number FDRN that allows users of stations without feature buttons to play IVS phrases At the main Administrative Console prompt type DIRN E Type a four digit directory number Type FDRN Aastra 2542 002 The console displays SELECT COMMAND gt DIRN SELECT MODE PRINT DISPLAY E LOGGING SEARCH r gt The console displays UPDT MODE C Create M Modify D Delete P Copy gt Th
144. eceeeceeeeeseeeseeeeneeeaes 122 Ending Conditions cnica 125 Call Route Scheduling Parameters eeceeseeseeseeescecseecsseceseceaecesecsseeeneeeseeeaeeeaeeenaes 125 EXAM ple cortos e EAO EE E tai 126 Examples ea AA dea ee 127 Example a it siete ttacesiils 127 Examples aise cis 128 Examples oratoire ol ld OE E OE 129 Examples orenen e AE A ER 129 Examples onson anere E la ation 00d 130 Chapter 20 Call Waiting Termination ccsssccssssssssscssssccsssscsssscsssescssscsssssssssssssssesens 133 Enable Call Waiting Termination sssesssssssssseessresseessresseesstesstesstesseesseesseessessseesseeesees 133 Chapter 2L CallNet sscctecctscwcacesssdecsnsavccsacavetoveseavsasesnaedeesnsanvitevanveuueondeaveuscetetebsawdsuandaveuvecsans 135 ANI and CPN Transmission to CallNet Destination sseeeeseeeeeeeeeseeeeereereeresrrerrsrresres 135 Effect of CallNet Super Groups on ANI Transmission ocooocnccconnconnconncnnnninnninnos 135 System Variables that Support Sending ANI and CPN to CallNet Destinations A RA AA AI EA dc 136 Enable CallN t vc A A EL 136 Enable Satellite Directory Group to Support ACD CallNet Calls oonccnncnnnnnccnnaccnnno 137 Chapter 22 Calls in Queuesssissssisccsscessssvessavssssssssssvesssonsessecsscnnssseeysconesssencssvasessonssveessasecvess 139 Enable the Calls in Queue Feature ooooonnccconnnnoonnccnnnacnonanconononon cocoa ienne eenias 139 Chapter 23 CDR Events for ACD isssciccsesdssscossienscsnsesssostssgc
145. ed Held Xfer Music Source MUT Home NNP Number HNP Initial ACD Group Mode NIM Defines the source of music for calls to the pilot while being transferred or held C The user group associated with the caller determines the music source The user group associated with the pilot determines the music source Port Identifies a specific port in the form number www X YY ZZ as the music source WWW is the cabinet number X is the shelf number YY is the slot number and zz is the port number For example 1 3 9 8 indicates the eighth port of the card in the ninth slot of the third shelf in the first cabinet Note The source of music for transferred and held calls can differ from the general source of music for the pilot set in the Pilot Music Source parameter Identifies one of the system s Network Numbering Plan NNP numbers for the pilot The system s NNP numbers are user group UGRP parameters This parameter supports Inter exchange Link IXL feature transparency with the NNP feature Valid values are 1 2 3 or 4 mapping to either HN1 HN2 HN3 or HN4 in the user group parameters Defines a default call guide for the pilot after a system initialization Valid values are A the active call guide and N night call guide See the following parameters for more information CG1 Call Guide 1 CG2 Call Guide 2 CG3 Call Guide 3 CG4 Call Guide 4 Night Service Call Guide Call Route Scheduling parame
146. ed by short periods of silence S standard ring The agent station generates single rings separated by short periods of silence Aastra 2542 002 27 Chapter 4 ACD Pilots ACD Pilot Parameter Call Deflection Criteria The following set of parameters control the ACD Call Deflection capability for the pilot Call Deflection Destination primary Longest Queue Duration to trigger call deflection Maximum Queue Size to trigger call deflection Additional Deflection Destination Longest Queue Duration to trigger call deflection to additional destination Maximum Queue Size to trigger call deflection to additional destination With call deflection ACD routes calls to a quick conclusion when the pilot has too many calls in queue or any call has been in the queue too long Call Deflection differs from Overflow which distributes calls in queue to alternative pilots when none of the agents in a primary pilot are available Call Deflection Destination Identifies the specific directory to which call CDD deflection will route a call when the predicted wait time until answer for the call is too long The associated Longest Queue Duration and Maximum Queue Size parameters determine when the system deflects calls to this destination Valid values include all existing directory numbers in the switch database and N which deflects calls to a busy tone 28 Aastra 2542 002 ACD Administration Procedures ACD
147. eek Holiday Date ACD Administration Procedures Defines the call guide activation schedule for one of the days of the week Each DOW entry is in the form Day Type For Day use a three letter abbreviation for a day of the week MON TUE WED THU FRI SAT or SUN For Type use either CG call guide TOD Time of Day schedule or N night call guide If type is CG use a number from 1 to 4 to select one of the pilot s four main call guides for If type is TOD use the number of one of the pilot s TOD schedules for If type is N do not include a number A DOW schedule either activates a single call guide for an entire day or changes between call guides throughout the day in accordance with a TOD schedule A DOW schedule is only in effect however in accordance with the system s Day of Year DOY schedule By default the system assigns the pilot s night call guide for any day of the week you don t specify Examples Entry MON TOD 2 sets the pilot to activate its second Time of Day schedule every Monday Entry TUE CG 3 sets the pilot to activate its third call guide every Tuesday The pilot s third call guide remains active all day every Tuesday Entry SUN N sets the pilot to activate its night call guide every Sunday The pilot s night call guide remains active all day every Sunday Defines all of the specific dates on which the pilot will use its Holiday Treatment to activate ca
148. efine an Agent Auto Sign on identifier for the agent Aastra 2542 002 gt 63 Chapter 5 Agents and Supervisors Station Parameter Dynamic Agent Sign on DAS Determines whether the agent has Dynamic Agent Sign up capability Valid values are A allow and N not allow This parameter only has effect when the Dynamic Agent Sign on parameter for the associated Class of Service CLOS is C conditional If the CLOS supports unconditional Dynamic Agent Sign on all agents have the capability regardless of this Agent ID parameter If the CLOS prevents Dynamic Agent Sign on no agent can have the capability Home Pilot Number PLT Assigns a specific pilot by number as the agent s home pilot See Reassignment for details Note This Agent ID parameter overrides the Home ACD Pilot Number parameter for the agent station It associates the home pilot to the Agent ID rather than the agent s directory number Roaming Agent RAG Determines whether the agent can use the Roaming Agent capability Valid values are Y yes and N no User Group Number UGP Associates a user group with the Agent ID Voice Directory Number AVL Defines the directory number that the system applies when the agent uses the Roaming Agent feature Wrap up Allowed WUP Determines whether the agent can use the Wrap up capability Valid values are Y yes and N no Note Even when the value of this parameter is Y an agent can not use
149. em filters out any call that is abandoned before this threshold because a caller may abandon some calls for reasons that are not related to call center efficiency For example some callers may hang up after realizing that they have dialed a wrong number The Short Abandon Time capability allows you to exclude such calls from ACD statistics Enable the Short Abandon Time Capability To enable the Short Abandon Time capability set the Short Abandon Time SAT parameter for each ACD pilot Aastra 2542 002 241 Chapter 44 Short Abandon Time AASTRA 242 Aastra 2542 002 ACD Administration Procedures Chapter 45 Status Monitoring Automatic Call Distribution ACD provides a Status Monitoring feature for supervisors allowing them to check the status of agents in their pilot To determine the current state of agents a supervisor runs an Agent Current Status report To view agent states with periodic updates a supervisor runs an Agent Continuous Status report Table 37 describes all the possible states for ACD agents Table 37 Agent States Agent State Busy on ACD The agent is currently busy handling an ACD call Do Not Disturb The agent has activated the Do Not Disturb feature which routes all calls coming into the station to another destination such as another agent line or voice mail The pilot s Ring Forward No Answer Forward Treatment parameter determines the destination A station in this state can place outbound
150. ent feature as an agent sign on option The Roaming Agent feature enables an agent to relocate an ACD voice line directory number from one ACD station to another Because ACD reports use an agent s identification number Agent ID and directory number they can track the agent s activity no matter where the agent s actual telephone is located Roaming Agent is ideal for call center environments that need to easily relocate agents physically 78 Aastra 2542 002 ACD Administration Procedures When an agent relocates an ACD line from one station to another the system assigns it to the line select button of the new station The agent s line remains assigned to the new station until one of the following occurs 1 The system automatically removes the agent line from the station because the value of the Line Remove by Roaming Agent parameter in the associated Class of Service is Myon or 2 A user removes the line manually Enable Roaming Agent Sign on The following table outlines the process to enable the Roaming Agent feature Establish one of the manual sign on methods for an agent Note Agents that have Roaming Agent capability cannot also have the Automatic Agent Sign on capability Unless you set the Line Remove by Roaming Agent parameter in the associated Class of Service to Y define system parameters to allow manual removal of agent lines from ACD stations Set the following related Agent ID parameters e Roaming
151. er Defines a maximum number of calls from 1 to 255 call deflection QMX for this pilot s queue When the number of calls in queue exceeds this value the system deflects calls to the deflection destination Maximum Queue Size Defines a maximum number of calls from 1 to 255 to trigger deflection to additional for this pilot s queue When the number of calls in destination QMX queue exceeds this value the system deflects calls to the additional destination Maximum Times Wrap Work Defines the maximum number of consecutive times Allowed WPM that an agent can activate Work The system resets the Wrap Work count for an agent whenever they answer an incoming ACD call Valid values are 1 through 9 and U unlimited Minimum Average Queue Time Specifies a duration from 0 to 255 seconds that a call for ANNG Speak Annunciator must remain in queue before an annunciator plays a Message Step MAQ message to a caller This delay provides a reasonable break between two messages Monitor Control List Selects by number a Monitor Control List MCL to support the Monitoring Reselect feature An MCL defines which monitoring types are available for reselection and which agents a supervisor can monitor for each type Valid control list numbers are 1 to 4000 This parameter is only available when you identify a supervisor port for the pilot Night Call Guide Number NCG Defines by system number the pilot s night call guide The
152. er of ACD calls to the pilot that reached final disposition the end of an active call guide whether handled by an agent or otherwise Aastra 2542 002 ACD Administration Procedures Field Statistic Ans Calls Avg The top value is the number of calls to the pilot that agents answered including calls initially directed to the pilot and calls directed to the pilot as an overflow pilot The bottom value is the average time until answer in the form MM SS based on the formula Total Queue Duration for Answered Calls Total Number of Answered Calls Answered Norm The number of calls initially directed to the pilot that agents answered this number excludes any overflow calls that agents answered Answered Auto Ovfl The number of calls that agents answered after ACD s automatic overflow function routed them to this pilot Answered Manul Ovfl The number of calls that agents answered after a supervisor activated manual overflow to route them to this pilot Trgt Ans lt Tgt The top value is the target answer time the number of seconds set as a threshold for agents to answer calls to this pilot This threshold is an ACD pilot parameter The bottom value shows the percentage of calls to this pilot within the hourly interval that agents answered within this threshold based on the formula Calls Answered During Hourly Interval Before Target Answer Time Total Number of Calls Answered Within the Hourly Interv
153. es with such peripheral systems across an Open Application Interface OAI channel Agents are the recipients of calls that ACD routes to them ACD agent stations make some ACD features such as Wrap Work and Automatic Answer Hands Free directly available to agents ACD station line and pilot parameters define which features are available to each agent ACD Supervisors An ACD supervisor is a member of a call center with responsibility for the performance of assigned agents and agent groups A head supervisor may also have responsibility for other supervisors A supervisor is typically an experienced call center professional Supervisor stations make some ACD features such as Manual Overflow and Monitoring directly available to supervisors ACD station line and pilot parameters define which features are available to each supervisor Aastra 2542 002 gt 45 Chapter 5 Agents and Supervisors Create ACD Agents and Supervisors The process to create ACD agents and supervisors for your call center involves the following stages and activities A Create Class of Service for ACD agents and supervisors Create one or more button templates for ACD agents 3 Create one or more button templates for ACD supervisors Assign one supervisor to each ACD pilot by setting the Supervisor Port Number AST parameter for each pilot Note You may have already assigned supervisors to pilots when you initially created each pilot Creat
154. eseeeeeeeseeeseeseeeeeaes 105 Chapter 14 Call Deflection ci cciscccscsccssssssssscevsceseenecetscessstessens svticesscessovesseuaceendcesstecsouseesenesees 107 Enable Call Deflection nis ni E E E es 107 Chapter 15 Call DIStribwtion siissssscccsesccsssesssscvsecsocseseesssscassearssenssssteesoeevsecsereseesssneseneseceseesss 109 Enable Call DISTDUON 0 a tii 109 Chapter 16 Call Forward No AnswetP cscssssccssssssssssssssscsssscsssccsssscsssesssssssssssssssesssssssens 111 Enable the Call Forward No Answer Capability oooooonoconocncoconocononoconoconacanncanncnnncnnncnnnos 111 Chapter AAA sessa tasso a aoso aeo Serias s Sos tassi seese v esasi est 113 Use Call Guides eiee e E E E EEA E E EEEE A ATE AEEA 113 Chapter 18 Cal ReCOrding i ssciscisictessccscessscssecsisenccctsseecstessetessauseescessovessesceessdessetevesuseesecesens 115 Enable Call Recording 223 ccsistis steeds lace LeBel elie e eviews beak di 115 Aastra 2542 002 gt vii Proprietary and Contents Section Chapter 19 Call Route Scheduling oomoocmssssss 117 Time of Day Sched ling ieena cdta ea e 118 Day of Week Schedulidg icici neinean at nn cone E eiA 118 Day of Year Scheduling 3 iii A ah ees 118 Enable or Modify Call Route Scheduling oo ee eee eeeessecnseceeeeeeeeeesseeeeeeeeaeeseeeaeeenaes 119 Activate or Deactivate Call Route Scheduling oooonccnnncnnncnonoconnconnconnconncnnn nono cora conn conan 119 Build or Modify Call Route Scheduling Tables eeseceseces
155. eter can remain in the Unavailable state indefinitely Time for Agent Work WTV Defines the maximum amount of time an agent in the pilot can remain in the Work state Ta Time from 5 Sets a specific maximum time to 600 seconds for Work N None Uses the value of the Time for Agent Work WTV parameter in the Class of Service CLOS for agents in this pilot The pilot has no maximum time for Work An agent can remain in Work indefinitely If you select any value other than N for this parameter the system prompts you to define the Agent State After Time Expired parameter Title TTL Defines a title of up to 255 characters for the pilot Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Unavailable Reason Code Number for Agent Work Unavailable Reason Code Number for Initial Agent Sign on Unavailable Reason Code Table for Agent Work Unavailable Reason Code Table for Initial Agent Sign on Aastra 2542 002 Defines the reason code for agents who become unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294267295 Note This parameter can use a different reason code than the Initial Agent Sign on Mode feature Defines the reason code for initial agent sign on It is only available when Initial ACD Sign on Mode is either AW or UN Agent Unavailable Valid values are from 1 to 4294267295 Note
156. f Service parameter you change the console displays type DAS to change parameters for Dynamic Agent Sign on Type for a list of all of the Class of Service Specify CLOS Field to Modify OL SH Oi a Sr parameter codes Respond appropriately at subsequent prompts For detailed descriptions of the parameters that directly control ACD capabilities see Class of Service Parameters for ACD Repeat step 5 for each ACD related Class of Service parameter you need to change When you are done press the lt Enter gt key 7 _ Type Y to save the Class of Servie Class of Service Parameters for ACD The console displays complete details for the Class of Service followed by DOES UPDATE VERIFY Several PointSpan database parameters define how a specific Class of Service CLOS supports associated ACD agents and supervisors Your system s software version hardware and configuration of other database parameters determine which ACD related CLOS parameters are available Table 5 presents the ACD related CLOS parameters in alphabetical order It also shows the system console s three letter abbreviation for each parameter Some parameters do not have an abbreviation because they are only available as extensions of other core parameters 48 Aastra 2542 002 ACD Administration Procedures Table 5 Class of Service Parameters for ACD ACD related Class of Service Description CLOS Parameter
157. f a Time of Day schedule for the pilot from 1 to 12 TOD Period Information Defines a specific period in a Time of Day schedule TOD period definitions are in the following form First Begin Time Next Begin Time CG Define each time in the form HH MM where HH is the hour 24 hour time and MM is the minute Next beginning times are optional For CG type either N to indicate the pilot s night call guide or a number from 1 to 4 to select one of the pilot s four main call guides Note A pilot s main call guide numbers always 1 through 4 do not match the call guide numbers that the system database assigns to a call guide through the ACDC command A pilot can for example use the system s call guide 24 as any one of its four main call guides Your ACD design plan should record the system s call guide numbers for each pilot For details see ACD Design Principles in the ACD Administration Procedures manual 2542 nnn Examples Entry 09 15 13 30 2 sets the TOD schedule to activate the pilot s second call guide at 9 15 am and again at 1 30 pm It includes a second beginning time because another entry activates a different call guide some time after 9 15 Entry 14 00 N sets the TOD schedule to activate the pilot s night call guide at 2 00 pm Note The first time period in an TOD schedule must be 00 00 midnight 126 Aastra 2542 002 Aastra 2542 002 Call Route Scheduling Parameter Day of W
158. fficiently ACD is a core feature that greatly increases the efficiency of call centers by processing inbound or outbound calls and redirecting the calls to appropriate agents or agent groups For more information see the PointSpan Automatic Call Distribution ACD System Description manual 2541 nnn Implement ACD The process to implement ACD involves the following stages Many of these ACD implementation stages are interdependent Activities in one stage may require parameters that you define in one or more other stages However the system almost always allows you to modify your ACD configuration to include such parameters later when they are available Although this process establishes a basic order for activities the order is typically not critical Pa Developataantee 20D actinnplan Rele ana opino Aca a master ACD design plan Refer to and apply your ACD design plan EMEREPT E all of the other stages of implementation 2 Create a call center Create a call center configuration ssi Develop call guides for use in the ACD pilots that will support your call center or contact center For complete details see the PointSpan ACD Call Guide User Manual 2545 nnn Configure the ACD pilots required to support your call center or contact center Assign one supervisor to each agent group pilot Establish all ACD agents and supervisors Assign each agent to a primary home ACD pilot AS appropriate configu
159. fic trunk groups assign messages to the appropriate groups Aastra 2542 002 247 Chapter 46 Whisper Messaging Assign a Whisper Message to a User Group 248 Use this procedure to assign a whisper message to a user group that supports Dialed Number Identification System DNIS definitions At the main Administrative Console prompt type UGRP Type the number for the user group to modify Type DNS If the user group does not share DNIS numbers with other groups go to step 7 Otherwise press the lt Enter gt key Type A Add Type the DNIS ID such as 18008888888 for the destination DNIS for which the system will play whisper messages The console displays COMMAND gt UGRP MODE PRINT DISPLAY E TITLES gt he console displays E MODE C Create M Modify lete gt The console displays USER GROUP NUMBER 1 1000 or gt The console displays SELECT SUBCOMMAND or gt If the user group shares DNIS numbers with other user groups the console displays USER GROUP SHARES DNSs WITH OTHER USER GROUP DNSs DISPLAY THE SHARING USE GROUPS Y Yes Return If not the console displays SELECT FUNCTION A Add C Change R Remove T Title gt The console displays SELECT FUNCTION A Add C Change R Remove T Title gt
160. file Tracks CallNET calls for the pilot within each ACD call profile interval CallNET calls overflow from a call guide of one switch to a call guide of another switch Table 36 describes the fields in each profile Table 36 Statistical Fields in ACD Call Profile Report Calls The total number of calls of the given profile type within each ACD call profile interval Aastra 2542 002 235 Chapter 43 Report Generation zes iaeoa pie Calls The percentage of total calls of the given profile within each ACD call profile interval based on the formula Number of Calls in Interval Total Number of Calls in Profile Cum The total number of calls of the given profile type within the ACD call profile interval plus all previous intervals Cum The percentage of total calls of the given profile within each ACD call profile interval plus all previous intervals General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Call Profile report e High numbers of abandoned calls or calls in queue indicate that calls are not being answered quickly enough Consider the following possible solutions Add agents to the pilot Lower the longest queue duration or call queue depth values so that ACD initiates automatic overflow sooner Enable supervisors to use Manual Overflow to get agents out of Wrap up and Work and back to handling calls e If the report reveals predictable patterns for
161. for details The console displays TOD PERIOD INFORMATION or or Return END gt The console displays the entire TOD schedule followed by DOES UPDATE VERIFY gt The console displays TABLE CHANGE PERFORMED TOD TABLE ENTRY 1 12 or or Return END gt The console displays CRS TRANSLATION TOD DOW DOY or Return END gt The console displays DAY OF WEEK or or Return END gt The console displays DAY OF WEEK or or Return END gt The console displays the DOW schedule followed by DOES UPDATE VERIFY The console displays TABLE CHANGE PERFORMED CRS TRANSLATION TOD DOW DOY or Return END gt The console displays HOLIDAY DATE or or Return END gt The console displays HOLIDAY DATE or or Return END gt The console displays HOLIDAY TREATMENT or or Return END gt Aastra 2542 002 ACD Administration Procedures Type a Holiday Treatment in the The console displays appropriate form See Call Route Scheduling Parameters for details NON HOLIDAY TREATME or gt Type a Non holiday Treatment in the The console displays appropriate form See Call Route n EXCEPTION DATE or or Scheduling Parameters for details Return END gt 27
162. gent Unavailable UTV parameter for either the pilot or the associated Class of Service defines this timer See Pilot Parameters for Agent Unavailable and Class of Service Parameters for Agent Unavailable for details The Agent Unavailable timer defines the maximum amount of time that an agent can remain in the Unavailable State The timer starts when an agent enters the Agent Unavailable state from initial sign on or Work timer expiration When the time that an agent has remained in the Agent Unavailable state matches the value of the Agent Unavailable timer the system automatically logs the agent off If the initial agent sign on mode places an agent into the Agent Unavailable state the agent s station displays the reason code The reason does not display on an agent s station if the system places the agent into Agent Unavailable state after the Work timer expires Aastra 2542 002 Note ACD Administration Procedures If the Work timer expires while an agent is on a Non ACD active call the Agent Unavailable timer does not start until the agent disconnects and the Agent Unavailable state begins Table 12 describes system responses when an agent enters an Agent Unavailable state during an active call Table 12 System Response to Agent Unavailable During Active Call Responses in the ACD Line and Another Line Agent on an ACD Call when Agent Unavailable is activated Agent on a Non ACD Call when Agent Unavailable is
163. gn on Establish a standard sign on capability for an agent 2 Ensure that the user group associated with an agent supports Dynamic Agent Sign on 3 Set the Dynamic Agent Sign on DAS parameter for the Class of Service associated with an agent to support Dynamic Agent Sign on If the value of the DAS parameter in the Class of Service is conditional set the Dynamic Agent Sign on DAS parameter for the Agent ID to support the feature Dynamic Agent Sign on DAS parameter to Y yes Ensure that appropriate pilots allow agents to sign on dynamically Set the 1 Aastra 2542 002 Note ACD Administration Procedures See appropriate phone documentation for specific instructions for signing onto a pilot dynamically from an agent station Modify a User Group to Support Dynamic Agent Sign on Aastra 2542 002 Use this procedure to ensure that a user group associated with ACD agents supports Dynamic Agent Sign on At a main Administrative Console command prompt type UGRP Type the number for the user group to modify Type CHP Call Handling Parameters If the user group does not shares call handling parameters with other groups go to step 7 Otherwise press the lt Enter gt key Type DAS Dynamic Agent Sign on The console displays ECT COMMAND gt UGRP ECT MODE ES gt DISPLAY UPDATE The console displays UPDATE MODE D Delete
164. guide all day on the corresponding exception date Entry TOD 2 sets the pilot to use its second TOD schedule on the corresponding exception date 130 Aastra 2542 002 Aastra 2542 002 ACD Administration Procedures Call Route Scheduling Description Parameter ACD CTRL Control Treatment Activates or deactivates Call Route Scheduling Allows you to deactivate the capability while you create or update Call Route Scheduling parameters While Call Route Scheduling is inactive the system uses an existing call guide continuously After you save new or modified Call Route Scheduling parameters to the switch database the ACD CTRL Treatment parameter allows you to activate them The following table defines the possible values for this parameter Activates Call Route Scheduling but instructs the system to begin by applying a specific TOD schedule For use a number from 1 to 12 to select one of the pilot s TOD schedules Activates Call Route Scheduling but instructs the system to begin by applying a specific DOW schedule The system immediately applies appropriate DOW exceptions Activates Call Route Scheduling but instructs the system to begin by applying a specific DOY schedule The system immediately applies appropriate DOY exceptions Deactivates Call Route Scheduling Defines a specific call guide that the system applies continuously until you select a different ACD CTRL treatment Activates Call
165. he new The console displays Type the number for the call center The console displays to which this team will belong DIRECTORY NUMBER or Type an agent s directory number The console displays Agent DIRN and user group in the form dddd uuuu to add an agent to the team DIRECTORY NUMBER or Repeat step 7 until you are done The console displays the agent team adding agents to the team Then information including a list of all agent press the lt Enter gt key DIRNs in the team followed by DOES UPDATE VERIFY Create a Monitor Control List Use this procedure to create a Monitor Control List to support the ACD Monitoring feature for supervisors At the main Administrative Console The console displays command prompt type MNTR ELECT COMMAND gt MNTR ELECT MODE PRINT DISPLAY PDATE EARCH TITLES gt he console displays PDT MODE C Create M D Delete P Copy The console displays MONITOR CONTROL LIST or gt 180 Aastra 2542 002 ACD Administration Procedures TER TITL Type an unassigned Monitor Control The console displays List number EN Be 5 Type an appropriate title for the new The console displays Monitor Control List CA ENTE iL CENT R NUMBE Type the number for the call center The console displays that this Monitor Control List will support
166. ides a Directory Lookup capability When Directory Lookup is enabled the system uses the Directory Lookup tables to include agent names with agent identifiers IDs on ACD reports When Directory Lookup is not enabled ACD reports include only agent IDs Enable Directory Lookup To enable the Directory Lookup capability set the Use Directory Lookup DLS parameter for each appropriate ACD pilot to Y Setting this parameter to N disables the feature Aastra 2542 002 gt 153 Chapter 26 Directory Lookup AASTRA 154 Aastra 2542 002 ACD Administration Procedures Chapter 27 Do Not Disturb Automatic Call Distribution ACD provides a Do Not Disturb agent feature When Do Not Disturb is active the system forwards all calls to the station to another destination such as another line or voice mail The pilot s Ring No Answer Forward Treatment parameter determines the destination A station in the Do Not Disturb state can place outbound calls Typically an agent activates the Do Not Disturb state by pressing a feature button on the agent station An ACD pilot however can automatically place an agent station into the Do Not disturb state when the agent signs off Enable the Do Not Disturb Feature The following table outlines the process to enable the Do Not Disturb agent feature De o Implement the Call Forward No Answer feature To allow agents to manually activate the Do Not Disturb feature ensure that appropria
167. ieaseees 263 Enable th Wrap up Featuren ienr aii aie ae aimee nis 263 xii Aastra 2542 001 Proprietary and Contents Section List of Tables Table 1 Administrative Console ACD Commands 0 ccecccecescesseceeseeceeneeceeeeenaeceeaaeceeaeeees 4 Table 2 Call Center Parameters vis c ccccc csssccevescteasecndesccseuctesnnscdcaceescescoaachentecndecesseasbessdeassdees 11 Table 3 Time Z ne Son cesses ose aie beeches RG a A ae hes ties 12 Fable4 ACD Pilot Parameters urinni tiii Gan du eai A E NEER beech dealt 22 Table 5 Class of Service Parameters for ACD cece eecceseceseceseeeeeeeeeeeseeeseeeaeecaecsaesnaeenaeens 49 Table 6 Feature Buttons for ACD Stations ce ceeesecsseceseceseceseesseeeseeseaeseaeeeaeeeaaesaeeneeess 55 Table 7 Button Template Parameters for ACD ooooccnncccocononononoconoconaconccnn conc ccoo ccoo nooo nccnnccnnc ns 59 Table 8 Agent ID Parameter meriitit eeni e E e e e 62 Table 9 PONE Parameters for ACD iisip e rnr E A E a ais 66 Table 10 Line Parameters for ACD oooconccnccnocnnocnnonnnonnconncon conocen cienne keed ein iaee aeaiia 71 Table 11 System Response to Work During Active Call oonconccnnnaniccnincnocccnoncnoncnonononocnncnns 90 Table 12 System Response to Agent Unavailable During Active Call oooooncnnnonicnnnccnoccnonnnns 91 Table 13 Pilot Parameters for Agent Unavailable onnionncninoninccinnnnocnnonnnonnnonnconnc ono nonocnonns 93 Table 14 Class of Service Par
168. ilot Call Monitoring e Dialed Number Identification System DNIS Call Monitoring e Directory Number and Attendant Monitoring Aastra 2542 002 171 Chapter 33 Monitoring A Monitor Control List defines which monitoring types are available to the supervisor of an ACD pilot and which agents a supervisor can monitor for each type See Monitor Control List for details Monitor Reselect A supervisor presses the Monitor feature button to begin monitoring and to select an initial monitoring type The Monitor Reselect feature button however allows a supervisor to change the monitoring type See Monitoring Process for details Monitor Next Call An optional Monitor Next Call feature enables a supervisor to monitor the next incoming call without having to use the Monitor Reselect feature which repeats the voice prompts to select the monitoring type Monitoring Process The following table describes the Monitoring process 1 A supervisor initiates monitoring by pressing the Monitor MNTR feature button on their station Based on the monitoring types defined in the Monitor Control List associated with the supervisor s ACD pilot the system plays one or more prompts Monitoring Type Agent Monitoring by directory For agent directory number number DIRN monitoring press 1 Agent Group Call Monitoring For agent group call monitoring press 2 Supervisor Group Call Monitoring For supervisor group call Call Monit
169. ions to enable the CallNet ACD capability Chapter 22 Calls in Queue Provides instructions to enable the Calls in Queue ACD feature Chapter 23 CDR Events for ACD Provides instructions to enable the CDR Agent Event and CDR Pilot Event capabilities Chapter 24 Destination Information Provides instructions to enable the Destination Transfer Information Transfer ACD capability Chapter 25 Digit Collection Provides instructions to enable the Digit Collection ACD capability Chapter 26 Directory Lookup Provides instructions to enable the Directory Lookup ACD capability Chapter 27 Do Not Disturb Provides instructions to enable the Do Not Disturb ACD feature Chapter 28 Feature Control Provides instructions to enable the Feature Control ACD feature Chapter 29 Force Provides instructions to enable the Force ACD feature xvi Aastra 2542 002 ACD Administration Procedures Chapter Topic Chapter 30 Integrated Voice Services Describes the Integrated Voice Services IVS ACD capability and refers to the PointSpan IVC Card Features and Support manual 2489 nnn for procedures Chapter 31 Intelligent Queuing Provides instructions to enable the Intelligent Queuing ACD capability Chapter 32 Manual Overflow Provides instructions to enable the Manual Overflow ACD feature Chapter 33 Monitoring Provides instructions to enable the Monitoring ACD feature Chapter 34 Music Provides instructions to enable the Musi
170. istration Procedures Station Parameter Agent Idle Queue Priority AIP Determines the order in which an agent receives calls that ACD distributes with the Ordered Selection call distribution method Valid values are O through 7 With Top down Order Selection the system routes calls to agents with higher priorities first routes to agents with priority 7 before others With Bottom up Ordered Selection the system routes calls to agents with low priorities first routes to agents with priority 1 before others The system does not apply Ordered Selection distribution to agents with priority 0 The system always routes calls to 0 priority agents based on how long they have remained idle Note This parameter applies only for ID based call centers DIRN based call centers apply the FONE command s Agent Idle Queue Priority parameter Agent Name NME Defines a name title or other alphanumeric designation of up to 26 characters for the agent Note Agent stations typically cannot display more than 20 characters Such displays truncate the endings of longer agent names This Agent ID parameter overrides the FONE command s Name parameter The application requires the use of agent names Agent Password PSW Defines a password of up to eight characters for the agent and requires the agent to use the password to sign on to an agent station Note The system does not use this parameter if the agent s station line parameters d
171. ith the new call center association Aastra 2542 002 gt 15 Chapter 2 Call Centers AASTRA 16 Aastra 2542 002 ACD Administration Procedures Chapter 3 Call Guides A call guide is a series of instructions similar to a script or program that specifies how Automatic Call Distribution ACD processes calls including how it routes calls to agents Each instruction in a call guide is a step each call guide can contain up to 255 steps and each step contains one of the 32 available call guide commands core instructions Each call guide is an autonomous construct that can be assigned to any number of steering pilots For details see the PointSpan ACD Call Guide User Manual 2545 nnn Aastra 2542 002 17 Chapter 3 Call Guides AASTRA 18 Aastra 2542 002 ACD Administration Procedures Chapter 4 ACD Pilots In a PointSpan switch a pilot is a set of parameters that define Automatic Call Distribution ACD call processing Each pilot has a unique directory number DIRN four or five digits long depending upon the numbering plan of the call center When an external caller dials the number for a call center such as a 1 800 number a central office routes the call to the switch that supports that call center The switch then translates the dialed number into a pilot DIRN such as 3000 and routes the call to the pilot An internal caller can reach a pilot directly by dialing the pilot s DIRN
172. its DOW schedule on any date that the DOY schedule indicates as a holiday 128 Aastra 2542 002 ACD Administration Procedures Call Route Scheduling Description Parameter Non holiday Treatment Defines how the pilot activates call guides on any date that the DOY schedule indicates as a non holiday In a DOY schedule any date that is not specifically defined as a holiday or an exception automatically gets the Non holiday treatment A Non holiday Treatment either activates a single call guide each non holiday or changes between call guides throughout each non holiday in accordance with a TOD or DOW schedule Non holiday Treatments are in the form Type For Type use either CG call guide N night call guide TOD Time of Day Schedule or Dow Day of Week If type is CG use a number from 1 to 4 to select one of the pilot s four main call guides for If type is TOD use the number of one of the pilot s TOD schedules for If type is N or Dow do not include a number Examples Entry CG 4 sets the pilot to use it fourth call guide all day on any date that the DOY schedule does not indicate as a holiday or an exception Entry TOD 2 sets the pilot to use its second TOD schedule on any date that the DOY schedule does not indicate as a holiday or an exception Entry Dow sets the pilot to use its DOW schedule on any date that the DOY schedule does not indicate as a holiday or a
173. lays associated with the ACD pilot Specify ACD Field to Modify Or OY Peau gt If Call Route Scheduling is not already enabled on the system go to step 8 If Call Route Scheduling is already enabled on the system go to step 11 Type CRS Call Route Scheduling If Call Route Scheduling is already enabled on the system the console displays ENABLE CRS ROUTING Y N Y gt If Call Route Scheduling is not already enabled on the system the console displays ENABLE CRS ROUTING Y N N gt Note Call Route Scheduling may not be enabled the first time you activate the capability It will always be enabled when you reactivate or deactivate Call Route Scheduling otherwise it could not have been active in the past 120 Aastra 2542 002 ACD Administration Procedures Type Imanes 1 The console displays TABLE CHANGE PERFORMED CRS TRANSLATION TOD DOW DOY or Return END gt Press the lt Return gt key The console displays ACD CTRL TREATMENT a DOW DOY FRC UNF or E Go to step 13 EA 1 Type Y The console displays CHANGE ACD CONTROL INFORMATION Y N 12 Type Y The console displays ACD CTRL TREATMENT TOD DOW DOY FRC UNF or gt 13 To deactivate Call Route Scheduling go to step 11 To activate Call Route Scheduling go to step 17 Type FRC to deac
174. lity ooooonccncninninoconocononononoconaconoconoconccnnccnnn cnn rrnacrnn cra cra 197 Chapter 40 Play IVS Phrase cssssssscccsssssssssssssssssssssssscssessssenscssscsssessssssassssscsssssssenssneascses 199 Play an IVS Phrasen a loaded 199 Enable Play IVS Phrases ssc cef iecliss ies sede igh enla a labiales 200 Modify a Voice Line to Play an IVS Phrase ees eeesseceseceseceseeeeeeeseeeeeeeeseeeseeeaeeenaes 200 Add a Play IVS Phrase Button to a Button Template ooononnncnnnccnoconoccnocanancnancnancnnnccnnno 201 Initial Conditions A A aa 201 Assign a Feature Code to Play VS Phrases oooooonccnnncnnoconoccnoncnnncnnncnnncnnncnanc ran nonn cra crono 202 Assign a Feature Directory Number to Play IVS Phrases oooonoconoccnocicoccconccannconnconncnnnos 203 Chapter ICI AA OO 205 Enable the Queue Depth Feature oocooncnncninconncnnoccnoncnoncconoconoconccnnocnnn conc cana r ran crnn cra cra 205 xo Aastra 2542 001 Proprietary and Contents Section Chapter 42 ReassionMe AAA ostero sorssts vostes seseris sv bs es tosi beos leset ser eseve 207 Enable Re assignment inunda de 207 Move Agents from an Agent Continuous Status RepOlt ooooconncnoncconcnonnnonnnonnnonnninanonnnos 207 Ending Conditions Hide dl 208 Chapter 43 Report Generation ccssccssscssssscssssccsssccsssscssssscssccssssscsssessssssscsssssssssssssssees 209 ACD Report Application Principles ooooconinnnnnninononocononcconoconcconaconncnnncnnn cnn crna con
175. ll guides Holiday dates are in the form MM DD where MM is the numerical value for the month beginning with 0 or 1 and DD is the numerical value for the day beginning with 0 1 2 or 3 Use a comma to separate two or more holiday dates Examples Entry 01 01 defines January 1 as a holiday Entry 01 01 05 29 12 25 defines January 1 May 29 and December 25 as holidays gt 127 Chapter 19 Call Route Scheduling Call Route Scheduling Description Parameter Holiday Treatment Defines how the pilot activates call guides on any date that the DOY schedule indicates as a holiday A Holiday Treatment either activates a single call guide each holiday or changes between call guides throughout each holiday in accordance with a TOD or DOW schedule Holiday Treatments are in the form Type For Type use either CG call guide N night call guide TOD Time of Day Schedule or Dow Day of Week If type is CG use a number from 1 to 4 to select one of the pilot s four main call guides for If type is TOD use the number of one of the pilot s TOD schedules for If type is N or Dow do not include a number Examples Entry cG 4 sets the pilot to use it fourth call guide all day on any date that the DOY schedule indicates as a holiday Entry TOD 2 sets the pilot to use its second TOD schedule on any date that the DOY schedule indicates as a holiday Entry Dow sets the pilot to use
176. ll guides based on time of day TOD day of week DOW and day of year DOY tables The TOD and DOW tables address the timing needs of standard daily call center operations including breaks lunch hours peak times and weekends The DOY table accommodates holidays and exceptions such as annual events that have different requirements and call activity An ACD steering pilot can contain up to four main call guides and one night call guide Each steering pilot contains its own Call Route Scheduling parameters that determine which of the pilot s call guides is active at any time A pilot includes a night call guide specifically to support periods outside normal hours f operation For example the standard hours of operation for X Corp s call center are Monday through Friday 8 00 am to 5 00 pm X Corp activates their night call guide from 5 00 pm until 8 00 am every Monday through Friday and all day every Saturday and Sunday The four main call guides enable a pilot to support anticipated differences in work loads For example call volumes at X Corp s call center regularly increase after noon every Friday X Corp s steering pilot includes a standard call guide for typical operations and a second call guide with additional agent groups for Friday afternoons X Corp also plans a special promotional activity every Monday Their steering pilot includes a third call guide with special routing to handle the unique requirements of the Monday promotions
177. ll of the you need to change When you are parameters for the ACD pilot followed done press the lt Enter gt key i OES UPDATE ERIFY gt Type Y to save the new parameters for the ACD pilot ACD Pilot Parameters Many PointSpan database parameters define the configuration and functions of an ACD pilot Your system s software version hardware and settings for other parameters determine exactly which ACD pilot parameters are available Table 4 presents the ACD pilot parameters in alphabetical order It also shows the system console s three letter abbreviation for each parameter Table 4 ACD Pilot Parameters ACD Pilot Parameter ACD Group Password PSW Defines a password to restrict access over a system console to modify the parameters of this pilot Valid values are any alphanumeric password of up to eight characters or None Caution Do not use N as an abbreviation for None This will create a password of N for the pilot Note Do not use the star symbol as a password This control character returns the system console to a previous level in the ACD pilot command hierarchy ACD Profile Intervals API Sets the interval from 1 to 165 seconds for the following statistical profiles for the pilot e Answered call profile e Abandoned call profile e Overflow call profile e Call queue duration profile Five second intervals are recommended as a general tule 2 o Aastra 2542 002
178. ls to their station It gives agents flexibility in managing their time Unavailable Agent Mode N Not The pilot does not support the allowed Agent Unavailable feature A Allowed The pilot supports the Agent Unavailable feature and does not require or accept a reason code O Optional The pilot supports the Agent Unavailable feature Although it does not require a reason code it will accept one M The pilot supports the Agent Mandatory Unavailable feature and requires a reason code When you select either O or M for this parameter the system prompts you to define an Unavailable Reason Code Table Number parameter Aastra 2542 002 gt 93 Chapter 10 Agent Unavailable Pilot Parameter for the Agent Description Unavailable Feature Initial Agent Sign on Mode Defines a default sign on mode for agents When an ISM agent first signs on they will be in this mode until they actively change their state Sign on Mode ID Idle Automatic Answer remains in previous state WO Work Automatic Answer remains in previous state Idle Enables Automatic Answer Sign on Mode Work Enables Automatic Answer UN Agent Unavailable Automatic Answer remains in previous state AU Agent Unavailable Enables Automatic Answer When you define Agent Unavailable as the sign on mode the system prompts you to define the following pilot parameters e Unavailable Reason Code Table e Unavailable Reason Code Number M
179. m month day of month for the report For example type 9 1 to specify September 1 All dates represent the current year Type an hour of the day from 0 to 23 for the report For example Type 0 gets statistics from 12 00 am until 12 59 am on the selected date Type 23 to get statistics from 11 00 pm until 11 59 pm on the selected date Repeat steps 4 through 7 to select a different report type and pilot Otherwise press the lt Enter gt key to stop displaying the report Use this procedure to generate an ACD Pilot Number Hourly Report The console displays ELECT COMMAND gt ACDR ELECT MODE PRINT DISPLAY EAR ADMIN gt The console displays STATISTIC REPORT or The console displays REPORT C Current A Accumulated H Hourly gt The console displays ACD PILOT USER GROUP or or gt The console displays ENTER DATE M D The console displays ENTER TIME PERIOD 0 23 The console displays a Pilot Number Current Report with statistics for the pilot you selected followed by REPORT C Current A Accumulated H Hourly gt Aastra 2542 002 ACD Administration Procedures Call Profile Report The ACD Call Profile report provides historical call data for a specific pilot It supports analysis of an agent group s general performance This report provides either five or six broad
180. main in the Unavailable state indefinitely 53 Chapter 5 Agents and Supervisors ACD related Class of Service Description CLOS Parameter Time for Agent Work WTV Defines the maximum amount of time an agent with this Class of Service can remain in the Work state ada Time from 5 Sets a specific maximum time to 600 seconds for Work N None The Class of Service has no maximum time for Work An associated agent can remain in Work indefinitely If you select any value other than N for this parameter the system prompts you to define the Agent State After Time Expired parameter Trunk Silent Monitor Toggle Determines whether a supervisor can switch MMT monitoring modes If not they can only monitor calls in the initial monitoring mode Valid values are Y yes and N no Unavailable Reason Code Defines the reason code for agents who become Number unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294267295 Unavailable Reason Code Table Defines a reason code table for agents who become unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294967295 Button Templates 54 A button template defines the button layout of a phone including which buttons are line select buttons which buttons are feature buttons and what feature each feature button controls A line select button
181. meter in appropriate ACD pilots Aastra 2542 002 gt 189 Chapter 35 Network Numbering Plan Support AASTRA 190 Aastra 2542 002 ACD Administration Procedures Chapter 36 Night Service Automatic Call Distribution ACD provides a Night Service feature for supervisors With Night Service a supervisor can manually active the pilot s night call guide A night call guide supports a call center at times when agents are not available Typically Call Route Scheduling parameters activate the night call guide during anticipated down times such as nights and holidays see Call Route Scheduling With the Night Service feature however a supervisor can activate the night call guide in usual circumstances such as emergency situations when agents are unexpectedly unavailable Enable Night Service The following table outlines the process to enable the Night Service feature Set the following parameters for each appropriate ACD pilot e Answer Queued Calls When Night Invoked ACN e Overflow Queued Calls When Night Invoked OCN e Night Call Guide Number NCG 2 Ensure that appropriate button templates for supervisors include the Night service NITE feature button e Assign an appropriate button template with the Night Service feature button to stations for supervisors who will use the feature Note You can not modify an existing supervisor station using the Line command to support the Night Service feature You
182. misest ie iioii 259 Class of Service Parameters for Work oooconccnnnnnnccnocononoconcconcconncnnncnnn crac cono nona conan 257 Aastra 2542 001 ACD Administration Procedures About This Publication This publication provides step by step procedures to implement and control the Automatic Call Distribution ACD functionality of PointSpan switches call center networks and related equipment Audience This publication supports customers of Aastra Intecom who plan administer support and use ACD on PointSpan switches call center networks and related equipment Publication Organization This manual contains the following chapters Chapter Topic Chapter 1 Implement Automatic Call Outlines the process to implement ACD Distribution functionality in a PointSpan call center Chapter 2 Call Centers Provides instructions to create a call center configuration in a PointSpan database Chapter 3 Call Guides Describes call guides and references the PointSpan ACD Call Guide User Manual 2545 nnn for detailed information Chapter 4 ACD Pilots Provides instructions to configure ACD pilots in a PointSpan database Chapter 5 Agents and Supervisors Provides instructions to establish ACD agents and supervisors in a PointSpan database Chapter 6 Agent Not Ready Provides instructions to enable the Agent Not Ready ACD feature Chapter 7 Agent Sign on Provides instructions to enable the Agent Sign on ACD feature Chapter 8 Agen
183. mplate Parameters Digit Collection Parameter Digit Validation Specifies one of the following methods to validate the caller input Method Validates each digit individually one by one A Valid Digits for Digit N parameter defines the valid values for each digit based on its place N in the digit string Validates an integer value against a defined range The Minimum Numeric Value and Maximum Numeric Value parameters set the valid range for the integer Does not validate caller digits Note The Range method is only available for integers First Digit Wait Time Defines the maximum time that the system will wait for the first input digit before advancing to the next step in a call guide Valid values include 0 to 60 seconds N which specifies the wait time as the value of the Normal Inter digit Time NIT user group parameter F which specifies the wait time as the value of the Fast Inter digit Time NIT user group parameter Interdigit Wait Time Defines the maximum time that the system will wait for each input digit after the first before advancing to the next step in a call guide Valid values include e 0 to 60 seconds e N which specifies the wait time as the value of the Normal Inter digit Time NIT user group parameter F which specifies the wait time as the value of the Fast Inter digit Time NIT user group parameter Aastra 2542 002 151 Chapter 25 Digit Collection Digit Collection Pa
184. must delete the station line and create it again with an appropriate button template Aastra 2542 002 191 Chapter 36 Night Service AASTRA 192 Aastra 2542 002 ACD Administration Procedures Chapter 37 OAI Associated Member Automatic Call Distribution ACD provides an Open Application Interface OAD Member capability This capability allows an ACD pilot to use an OAI channel as a link to an external application such as e Centergy Reporting e A call accounting application e An integrated voice response IVR unit e A reader board e A call recording system e A predictive dialing application e A voice mail system Enable the OAI Associated Member Capability Aastra 2542 002 The following table outlines the process to enable the Open Application Interface OAD Member system capability CO the etbchal auplicadonanditie PomtSpan OAI connectivity between the external application and the PointSpan switch See the following Ethernet Access and Open Application Interface OAI Setup manual 2540 nnn Open Application Interface Developer Reference manual 2478 nnn Other Aastra Intecom OAI documentation as appropriate Set the OAI Associated Member parameter for appropriate supervisor and agent stations Note You can also modify an existing station using the FONE command to change the OAI Associated Member parameter Set the following related ACD pilot parameters OAI Associated Member
185. n Convert a standard voice line to an ACD agent line Enable or disable the automatic sign on feature Configure a line to support the Play IVS Phrase feature MNTR Command SELECT COMMAND The Monitor command creates a Monitor Control List MCL An MCL defines which monitoring types are available for reselection and which agents a supervisor can monitor for each monitoring type NFIT Command SELECT COMMAND The Numeric Feature Interpret Table command The NFIT command can e Establish a two digit code that removes a roaming agent line Create a numeric feature code that supports the Play IVS Phrase feature for stations without feature buttons PDT Command SELECT COMMAND SDGP Command SELECT COMMAND The Prefix Digit Table command creates modifies and otherwise controls PDT parameters The PDT command can e Create a PDT that supports the Intelligent Queuing feature e Create a PDT that supports the Whisper Messaging feature The Satellite Directory Group SDGP command displays prints and updates SDGPs The DIRN command creates them The SDGP command can modify an SDGP to support CallNet steps in call guides See CallNet for details SPAR Command SELECT COMMAND The System Parameters command configures modifies and otherwise controls system parameters features resources and switching partitions The SPAR command can Enable th
186. n a PointSpan switch database At the main Administrative Console The console displays command prompt type CLCN Call Center COMMAND gt CLCN MODE DISPLAY PRINT Es TITLES gt The console displays UPDT MODE C Create M Modify D Delete P Copy gt The console displays Call Center or Type the number of an existing call The console displays center in the switch database Specify CLCN Field to Modify or or gt Type an appropriate code for the call The console displays center parameter to change For example type NID to change the length of agent IDs for the center Specify CLCN Field to Modify OL OL en SS See Call Center Parameters for detailed descriptions of the call center parameters and their valid values Repeat step 5 for each call center The console displays complete details parameter you need to change When for the call center followed by you are done press the lt Enter gt key DOES UPDATE VERIFY 7 Type Y to save the changes to the call center configuration Call Center Parameters A set of PointSpan database parameters define a call center determining its name location and other core properties Table 2 presents the call center parameters in alphabetical order It also shows the system console s three letter abbreviation for each parameter for use when you change existing call
187. n exception Exception Date Defines a specific date on which the pilot will apply an exception treatment to activate call guides Exception dates are in the form MM DD where MM is the numerical value for the month beginning with 0 or 1 and DD is the numerical value for the day beginning with 0 1 2 or 3 Use a comma to separate two or more exception dates Examples Entry 03 29 defines March 29 as an exception date Entry 02 27 03 29 05 29 09 20 defines February 27 March 29 May 29 and September 20 as exception dates Aastra 2542 002 gt 129 Chapter 19 Call Route Scheduling Call Route Scheduling Description Parameter Exception Treatment Defines how the pilot activates call guides on a corresponding exception date You assign one exception treatment for each exception date An exception treatment either activates a single call guide each exception day or changes between call guides throughout each exception day in accordance with a TOD schedule Exception treatments are in the form Type For Type use either CG call guide N night call guide TOD Time of Day Schedule or Dow Day of Week If type is CG use a number from 1 to 4 to select one of the pilot s four main call guides for If type is TOD use the number of one of the pilot s TOD schedules for If type is N or Dow do not include a number Examples Entry CG 4 sets the pilot to use its fourth call
188. n listen to or join an agent s conversation with a caller See Monitoring Process for details on how a supervisor initiates and controls the Monitoring feature Monitoring Modes Monitoring modes include e Silent Monitoring Listen to a conversation between an agent and a caller e Conferencing Active Join a conversation between an agent and a caller e Split Monitoring Speak to just an agent without the caller hearing for coaching mentoring and training The Silent Monitor Option TSM parameter of a supervisor s Class of Service defines the initial monitoring mode and alternate mode available to that supervisor If the Trunk Silent Monitor Toggle MMT parameter of a supervisor s Class of Service is N the supervisor can only monitor calls in the initial monitoring mode However if the MMT parameter is Y the supervisor can alternate between the initial mode and an alternate monitoring mode as shown in the Table 19 Table 19 Initial and Alternate Monitoring Modes Silent Monitor Option Initial Mode Alternate Mode SA Silent to Conference Silent Monitoring PA Split to Conference Split Monitoring SP Silent to Split Silent Monitoring Split Monitoring Monitoring Types In addition to modes monitoring provides several types e Agent Monitoring based on agent identification number Agent IDs or agent directory numbers DIRNs e Agent Group Call Monitoring e Supervisor Group Call Monitoring e Application P
189. n play whisper messages If the system database does not define at least one whisper message source the switch immediately connects calls to their destinations skipping whisper messages Table 40 Whisper Message Sources Source Description Switch Database Requirements IVC Device When playing a whisper message from IVS group an IVC device the system identifies a IVS phrase group message by its unique phrase group and IVS Phrase ID phrase ID combination The system acquires the device from a specified IVS group connects the destination phone to the device and plays the appropriate message Announcement When playing a whisper message from an Announcement Trunk announcement trunk the system may send trunk group it optional information from a Prefix Digit PDT information Table PDT The PDT information can optional include a message number digits or both If it receives PDT information the trunk will play the message and any digits specified by the PDT If it does not receive optional PDT information the trunk simply waits for the duration of the Voice Response Unit VRU message time Note The VRU message time is a System Parameter SPAR parameter 246 Aastra 2542 002 ACD Administration Procedures Source Description Switch Database Requirements Broadcast Trunk When playing a whisper message from a e Broadcast trunk broadcast trunk the system connects to a group trunk that continuously repeats the same
190. ncnoncnoncnnnncnncnnnacna ns 76 Enable Manual Agent Sign on with Identification and Password ooocccnccnnccnocnnoncconaconacns 76 Dynamic A Sent SiSm OM sii cchesiccetesses sedsehpbsecadbin iio deal lira 76 Enable Dynamic Agent Sign On ocooccccooccnoncnonononononononononocnnncnnncnnnnnnnnrnnnona conan conan ona cnnnccnnans 76 Modify a User Group to Support Dynamic Agent Sign on oooconocccocnnocnnoonnnnnconncnnnccnnacna ns 77 Roaming A Sent Signs ia lotto ile Lae eee et eta eh eas 78 Enable Roaming Agent Sign On 0 esessecssecesecesecesecesecsseeeseeesaeeeaeeseeeseaeeeaeesaeeenaesaaees 79 Modify a User Group for Manual Removal of Roaming Agent Line eee 79 Assign a Feature Code for Manual Removal of Roaming Agent Line eee 80 Aastra 2542 001 Proprietary and Contents Section Permanent Agent TEO Mancini elder e eA ETA AE E a eNe 81 Enable Permanent Agent Sign on ssssssesssesrseresrreresreerestesstrresstestsstesttesteetsstesteseseseses 81 Chapter 8 Agent Station Display s esscescoescoesooesooecsocesocesocesocesocesocessesssecssecssecssecesocesocssosee 83 Enable the Agent Station Display Feature ooooonconncnnoconocononcconaconaconnconncnnn nono cona nono nona conan 83 OIE DESUSO 85 Enable the Agent Statistics Feature ooooconnccnnnnnnocnooncnononononnnonnnonannnnnc ran nono conan cnn ncon a 85 Define the Format for Agent Statistics oooonocnnnnnnnocnnocononononcconaconoconncnnncnnn nono conan on nono ncnnna ns 86 Cha
191. nd to add support for the Agent Unavailable feature You must delete the station line and create it again with an appropriate button template Note See appropriate phone documentation for instructions to use the Agent Unavailable feature from an agent station Aastra 2542 002 99 Chapter 10 Agent Unavailable AASTRA 100 Aastra 2542 002 ACD Administration Procedures Chapter 11 Audible Queue Status Automatic Call Distribution ACD provides an Audible Queue Status supervisor feature The Audible Queue Status feature associated with the Calls in Queue feature activates an audible alert a ring ping when the number of calls in queue exceed the Queue Lamp Threshold QLT A supervisor hears the alert a second time when the number of calls falls below the QLT Enable the Audible Queue Status Feature The following table outlines the process to enable the Audible Queue Status feature Enable the Calls in Queue feature Set the Audible Queue Status Feature AQS parameter for appropriate pilots Aastra 2542 002 101 Chapter 11 Audible Queue Status AASTRA 102 Aastra 2542 002 ACD Administration Procedures Chapter 12 Automatic Answer Automatic Call Distribution ACD provides an Automatic Answer agent feature also called Hands Free Automatic Answer enables an agent with a headset to answer ACD calls without having to press the station s hook switch Enable Automatic Answer The foll
192. nn 136 Aastra 2542 002 ACD Administration Procedures Enable Satellite Directory Group to Support ACD CallNet Calls Use this procedure to modify a Satellite Directory Group to support CallNet steps in call guides A CallNet step must specify an appropriate Satellite Directory Group associated with intended CallNet destinations Aastra 2542 002 At the main Administrative Console prompt type SDGP Type the number of the Satellite Directory Group that will direct CallNet calls to destinations on a remote switch Type MIN Type the minimum number of pending calls that the Satellite Directory Group will route to a CallNet destination This parameter ensures that the system always routes at least a few calls to an available remote CallNet destination preventing idle times and making CallNet agents available for calls that might otherwise remain in queue Type MAX Type the maximum number of calls that the Satellite Directory Group will route to a CallNet destination Type PCI Percent CallNet Interflow The console displays COMMAND gt SDGP S SELECT MODE PRINT DISPLAY UE E TITLES T U he console displays PDT MODE C Create M Modify D Delete The console displays SATELLITE DIRECTORY NUMBER gt The console displays Specify SDGP Field to Modify or or Y gt The console displays MINIMUM
193. nnnnos 155 Chapter 28 Feature Control scssssccssssssssssesssccssscsssccsssssssssssssscsssesscssesssssscssscssssssssssesees 157 Enable Feature Control a nsa a eE ieee OE E EEE 157 Chapter A 159 Enable the Force Feature ui tin eee ea ea ee 159 Chapter 30 Integrated Voice Services sssssccssssccsssscsssscssssscssssssssscsssessssscsssssssssssessesees 161 Chapter 31 Intelligent Queuing omoocmsssssssss 163 Enable Intelligent Queuing uscar ictericia 163 Create a Prefix Digit Table that Supports Intelligent Queuing oooconnccnoncnoncconnninnnancnnnnss 164 Enable Current Pilot Queue Depth oooooncnnnccnnncnoncnocncnoccnoncnnnonononnnonnncnnncnnc crac conn cra conos 166 Chapter 32 Manual Overflow scssssccssssssssscsssscsscccsssscssnecsssccscsscssssesssssesssssssssesssssscees 169 Manual Overflow and Call Guide ProcessiQ8 oooocnocnnocononcnonononononoconaconacanccnnncnnncnnn cinco 169 Enable Manual Overilo Winnie aid 170 Chapter SIN NO 171 Monitoring Modes is 171 Monitoring Types is 171 Monitor Reselocucscci it 172 Monitor Next Call etn ia aaa hae eid oe ee ee 172 Aastra 2542 002 gt ix Proprietary and Contents Section Monitorin amp Process microclima 172 Monitor Control Listera E eis A RA EEA R S 173 Enable Monitorning uta EE A E Ei 176 Class of Service Parameters for the Monitoring Feature oooooconoconococonoconccononancnnnnona conan 177 Define an Agent Team for Monitoring ccocccnoconono
194. nocononononcnonoconoconncnnncnn cnn nnnn rra nona cra ccoo 179 Create a Monitor Control LiSt oooonnnnnnnnnnccnonononoconoconnconncann nano ae aii 180 Monitor Control List Parameters ooooocccnnnccnnocanononccnnnconnnnnonnnacnnoconnn conan anno nc e R a 181 Assign a Monitor Control List to a Supervisor Phone ooooonnccnnccnnncconcnonnnonanonn nina nono nonnnos 185 Chapter 34 A storose ost a aeres C se tess eses osit eor iseks so reote 187 Enable M s n A AE E AE N 187 Chapter 35 Network Numbering Plan Support sseesccesoossoesooessoscsocesocesosesocesocessessoeessse 189 Enable Network Numbering Plan Support c oooooccnnncnoccnnoccnoncnoncnnononoconoconoconccnnncnnncnncninnos 189 Chapter 36 Night Service sssisisccessssssonsdsiccnsesssesssnssocesesssesdeonsssvntessetssubssesecsessencsosssevencssaseses 191 Enable Night S rvice lic seaiecgs sete ibe ite fos ead hee tos ees 191 Chapter 37 OAT Associated Member ssssccsssscsssccsssscssssccsscccsssssssessssccscssssssesssssscens 193 Enable the OAI Associated Member Capability oononnccnnnnnnnconoccnoncnnnanononannnancnnnccnn conan 193 Chapter 38 Originator Billing cccsccssscssssscssssscssssesssscssssscessscsssssssesssssssssssssssessessecees 195 Enable Originator Billing ci ices ea nea ees 195 Chapter 39 OVvertlow cicticcscsdscscossssessavccsssdessssesesuacsesccsssetesvecsbedeesedacecoedssteossssensessaessdensesecess 197 Example int A ade 197 Enable the Overflow Capabi
195. nos 212 Table 27 Statistical Fields of an ACD Agent Average RepOlTt oooconncccnnccccnocncnonacnnnncconaconnnos 213 Table 28 Statistical Fields of an ACD Agent Call Source Tracking by Originating Pilot Number Report A aa 216 Aastra 2542 002 gt xiii Proprietary and Contents Section xiv Table 29 Table 30 Table 31 Table 32 Table 33 Table 34 Table 35 Table 36 Table 37 Table 38 Table 39 Table 40 Table 41 Table 42 Statistical Fields of an ACD Agent Percentage Report cece eeeesseceseceneeeeees 218 Statistical Fields of an ACD Agent Current Status Report s 220 Statistical Fields of an ACD DNIS Report ee ceeceeeeeeeeeeeeeeecnaeseaeenaeenaeees 225 Statistical Fields of an ACD Pilot Number Current Report sssr 227 Statistical Fields of an ACD Pilot Number Accumulated Report eee 229 Statistical Fields of an ACD Pilot Number Hourly Report s es 232 Profile Data in an ACD Call Profile Report cece ceseceseceseeseeeeeeeeeeeeeeeneeenaes 235 Statistical Fields in ACD Call Profile Report ooocnnncnnncnnocnnocnnononancnoncnonaconaconacns 235 Agent S TALES ea ree eee e e e a Ea E cob dhcenuctesstgafevaneastiasst eoa 243 Types of Whisper Messages ecesccesccssecessecssecsseceseceseceseceseesseeseneseaeeeneeeaaeeaaes 245 Whisper Messaging Process cesos ai 245 Whisper Message SOUrCES 0 0 ese essecssecsseceseceseceeeeeseeeseeeseecsaecaecaecsseeseeeneeeseeeses 246 Pilot Parameters Tor Work e
196. ns iv Aastra 2542 001 Proprietary and Contents Section Table of Contents 2nd Edition May 25 2005 iaa dia il iii Contact Information pia aaa arei iii What to Expect when Contacting Company ssseseessesesesssresresreesesrisseestssrenresressesreses iii Trademarks and Acknowledgements ecccecssccessseceeececeeceesaeceeaeeceeeeenaeeeeaaeceeees iii About This Publication cscssscsssssssscssesccsssceccsscssesscsscssssssessesssseneesesssseneesesssessessscsseses XV A RRA XV Conventions Used In This Publication cecccececeesseceeseeceeeeeceeeeeenaeceeaeeceeeeeeeaeees xviii Referen Ce Surenen Att xix Chapter 1 Implement Automatic Call Distribution ooomom 1 Implement ACD dl a e e o a dea E 1 ACD Design Principles ies ene sirio basa 2 A RN eed cashes 2 Administrative Console Control for ACD ooooonnnocccnocccnoncnononanonnncnnnncnnnoconnno nono nc cnnn cc cnncnrnnnnos 4 Chapter 2 Call Centers sicciscccsccccsctecccossssscenscsecceoacesdsensdsenccsscesssousesosssvctvessousssosces cana ssentesocucesetes 9 Create a Call Center Configuration ccccceccceceeccesseeceececeeceeceeeeeaeceeaeeceeeseaeeesaaeenenees 9 Modify a Call Center Configuration oooconnconnonnnocnnoncnoncnnnononononaconannnnonnnonn nono n cnn n con nccnnccnnc ns 10 Call Center Parametros AA 10 Add a Call Center to a User Group coooccccoccccnonanononaconanonnnccnnnnconnnocnnnnonnnnncnnnncnnn e ia 14 Chapter 3 Cal Gud
197. ns Agents who a supervisor reassigns to a new pilot remain in that new pilot until either e The supervisor manually moves them again to another pilot Or e The system automatically returns them to their home pilots based on the Return Agents to Home Group on Sign off parameter of the pilot they are in when they sign off 208 Aastra 2542 002 ACD Administration Procedures Chapter 43 Report Generation Automatic Call Distribution ACD provides the following reports to assist in analyzing the efficiency and cost effectiveness of call center operations e Agent Average report e Agent Call Source Tracking by Originating Pilot Number report e Agent Percentage report e Agent Current Status report e Agent Continuous Status report e Dialed Number Identification System DNIS report e Pilot Number Current report e Pilot Number Accumulated report e Pilot Number Hourly report e Profile report ACD Report Application Principles ACD can generate reports that contain call center data information that reflects the Operations and status of a call center The ACD reports include historical and real time statistics such as the total number of ACD calls handled for individual agents agent groups and pilots Historical data reflects the past operations of a call center It helps you forecast future requirements such as call volumes and staffing ACD also provides real time data that reflects the current state of a call center
198. ns or supervisor stations In most call centers because agents and supervisors need to access different features agent stations and supervisor stations need different button templates A call center may need many button templates to support the following e Agents with features that differ from other agents e Supervisors with features that differ from other supervisors e Different station types with different numbers of feature buttons Aastra 2542 002 gt 55 Chapter 5 Agents and Supervisors 56 At the main Administrative Console command prompt type BINS Type an available number from 1 to 4 294 967 295 for the template Type N to define a normal button template for ACD stations Type the number of buttons available on the ACD stations that this template will support Type an appropriate name such as ACD Agent Bttn Template for this button template Type an appropriate response to define the button Type S to enable the button to support a line Type U to maintain the button as unassigned Otherwise type an appropriate four letter button code to assign a feature to that button for this button template See Feature Buttons for ACD Stations for a list of codes for ACD features For complete details on button templates and feature buttons See the PointSpan Station Database Procedures manual 2512 nnn Repeat step 8 until you define all of the buttons for the button template The console display
199. of Service CLOS for agents in this pilot N None The pilot has no maximum time for Work An agent can remain in Work indefinitely If you select any value other than N for this parameter the system prompts you to define the Agent State After Time Expired parameter Defines the reason code for agents who become unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294267295 Note This parameter can use a different reason code than the Initial Agent Sign on Mode feature Defines the reason code for initial agent sign on It is only available when Initial ACD Sign on Mode is either AW or UN Agent Unavailable Valid values are from 1 to 4294267295 Note This parameter can use a different reason code than the Agent Work Allowed feature Defines a reason code table for agents who become unavailable after being in the Work state longer than the Time for Agent Work parameter Valid values are from 1 to 4294967295 Note This parameter can use a different reason code table than either the Agent Unavailable or Initial Agent Sign on Mode features Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Unavailable Reason Code Table Defines the reason code table for initial agent sign for Initial Agent Sign on on when the Initial ACD Sign on Mode is either AW or UN Agent Unavailable Valid values are from 1 to 4294267295
200. onaconacanccanncnccna conan 225 Runa DNIS REPOT imita ios 226 Pilot Number Current Reporte anassen tiena i aa en 227 General Analysis Guidelines sssrinin siiin eeni ioiei 228 Run a Pilot Number Current Report cee ceceessecsseceseceeceeceseeeseeeseeseeeeeaeeeaeeeaeeeaeeenaes 228 Pilot Number Accumulated Report eeeeceeseeseeneeeseecseecnseceseceseceseesseeeeeeseeeseeseneeaaes 229 General Analysis Guidelines 20 0 0 cece ineen ta rsin aae aaae ii 231 Run a Pilot Number Accumulated Report 0 ces esceessecssecseceseceseceseceeeeseeeseeeseeeeneeaaes 231 Pilot Number Hourly Report ers nanena a a a ede 232 General Analysis Guidelines riori enn iee e ae e E nono iE 233 Aastra 2542 002 gt xi Proprietary and Contents Section Run a Pilot Number Hourly Report e eee cececssecssecsseceseceseceeceseeeeeesseeseneseseeeaaeeaeeenaes 234 Call Profile Reports ide 235 General Analysis Guidelines 0 0 0 eceeseeseeeseecnsecsseceseceseceseeseeeceeesaeeeaeeeaaeenaes 236 Run Call Profile Report ida 237 AAA e 237 Clear Pilot Staustics m epen RRB ee ee os 238 Clear Pilot and Agent Statistics 0 eeceeeeseeeseeeneeenceceecnseceaeceaecesecsseesseeseeeeseeeeeeeenes 238 Clear Call Brotile Statistics unicidad dete tah cri ET N e 239 Clear DNIS Statistics ermitas 239 Chapter 44 Short Abandon Time cccsccsssscssssccsssccsssccssseccssssscsssssssescssesssssssssesssssecees 241 Enable the Short Abandon Time Capability o
201. onoconoconoconannn nono nonnnonn nono n cnn corn nccnna ns 58 Create an Agent Identification Number 20 0 eee ceseceseceseceseeeseeeseeeeeeeeaeeeaeesneeeaaeeaeen 60 Modify an Agent Identification Number oooooonocccocococaconaconoconnnonnnono nono nono nono conocio conc rn ncnnne ns 61 Agent Identification Parameters oieee iie E E Ea EEE EEA 62 Create an ACD Station for an Agent or Supervisor oooococonoccconaconaconanan nono nono nono ncnnnccnnacnna ns 65 FONE Parameters for ACD anu rnirener anonn a iea 66 Modify an ACD Station for an Agent or Supervisor oooococococoncconanannnnnnonanonononnncnnncnnnacne ns 70 Line Parameters torACD na EEEE E A E A aR 71 Chapter 6 Agent Not Ready sesesocssocesocesocesocesooescosscoesocesooesocesoessoesssesssesssesssecssecesecesocesosee 73 Enable the Agent Not Ready Feature eee esecssecsseceseceeceseceseesseeeseeeeaeeeaeeeaeeeaeeaeens 73 Chapter 7A SU skoner sesiosos ssh sos tesso E sooo posos soas u sash bse osei vesi viso 75 Automatic Agent Sign On aineena e a e a e aE A E e ENEE EEA 75 Enable Automatic Agent Sign on ssssssessesriesesressessisstrrisstestestesrestesesriestesrssreeteseeseseeses 75 Manual Agent Sign on with Identification ooonnncnnnconocanoccnoncnonanannnnn nono nono conocio nn nono nacnna ns 75 Enable Manual Agent Sign on with Identification ooooonoccnoccconnconnnonnnonnnnnncnn nono nononacnacns 75 Manual Agent Sign on with Identification and Password ococonnccnnccnno
202. ontrol List for a supervisor s station must be the same Monitor Control List that the supervisor s ACD pilot uses Class of Service Parameters for the Monitoring Feature Several Class of Service parameters support the ACD Monitoring feature Table 20 presents the CLOS parameters that support Monitoring in alphabetical order It also shows the system console s three letter abbreviation for each parameter Table 20 Class of Service Parameters for Monitoring ACD related Class of Service Description CLOS Parameter Monitor Authorization Code Determines whether the system requires an Required MAC authorization code before allowing a remote system to initiate monitoring Valid values are Y yes and N no Monitored Priority ABM Sets a monitoring priority level for agents associated with this CLOS An agent line cannot be monitored by any supervisor line with a Monitored Priority value lower than its own Monitoring Priority Valid values are 0 through 7 Seven 7 is the highest priority A value of zero 0 allows all supervisor lines to monitor an associated agent line Monitoring Priority ATM Sets a monitoring priority level for supervisors associated with this CLOS A supervisor line cannot monitor any agent line with a Monitored Priority value higher than its own Monitoring Priority Valid values are 0 through 7 Seven 7 is the highest priority A value of zero 0 disables monitoring for associated supervisor lines OA
203. ooonnoconnccnocaconanonaconnconncona nono cona cono ccna conan 241 Chapter 45 Status Monitoring oommsmsss 243 Chapter 46 Whisper Messaging ccccssscssssccsssscsssccsssscsssescsssccsssssssessssscsssssssssssssssacees 245 Source Not Avallableisrnicicnucrre ccoo cinies lirica inherits eass Eae 247 Enable Whisper Messaging 0 ccesecssecsseesseeeeseesseeescecsaecsaecsaeceaecsaeesseesseeeseeeseeeaaeenaes 247 Assign a Whisper Message to a User Group eeeesccessecsseceseceseceseeeseceeesseeeseeeeneesnee 248 Assign a Whisper Message to an ACD Pilot oooonnccnnncnoccnococonaconoconnconncanncnno conc nono cora nonnnos 250 Assign a Whisper Message to a Trunk Group 0 eee eeeesseesseceeceseceseeeseceseeeseeeseeseneeeaee 252 Set the Whisper Device Wait Time 00 cece eee eeeescecseecnseceseceseceseeeeeeseeseneseneeeaeeeneeenaes 253 Create a Prefix Digit Table that Supports Whisper Messaging ccocococccocnnocnnaccnoncnnnncnnnos 254 Chalpter 47 WOK sissciessicsscessucsveccsesessessnsssencs ensseasnsssenecasbeeossncecosedicntesdbncedenscesosdosunsveasesseoeess 257 Class of Service Parameters for the Work Feature ooooocnoconocconcconnconnnonncnnncnan crac ncna conan 257 Pilot Parameters for the Work Feature ce ceceesecssecsseceseceseceseesseesseeseneesaeesaeeeaeeenaes 259 Enable the Work Feature comisionada 261 Chapter 48 Wrap Up siscccceccciscsssscnecsocscsssoncssonsscssedssoncsevasesssesscuncssonsssasesssencs vacessoessveess
204. or Class of Service This feature acts on all agents that enter the Agent Unavailable state manually or through the initial agent sign on mode 91 Chapter 10 Agent Unavailable Figure 1 represents the agent unavailable sign on functionality Agent Unavailable Logged In Figure 1 State Transition Diagram for Work and Agent Unavailable with Timer Pilot Parameters for the Agent Unavailable Feature Several ACD pilot parameters support the Agent Unavailable feature Table 13 presents pilot parameters that support Agent Unavailable in alphabetical order It also shows the system console s three letter abbreviation for each parameter 92 Aastra 2542 002 ACD Administration Procedures Table 13 Pilot Parameters for Agent Unavailable Pilot Parameter for the Agent Description Unavailable Feature Agent State After Time Expired Defines the state that the system will apply for any agent who remains in Work longer than the Time for Agent Work parameter Agent State After Work Agent Unavailable o Agemof ine If you select U Agent Unavailable for this parameter the system prompts you to define the following additional parameters e Unavailable Reason Code Table e Unavailable Reason Code Number e Time for Agent Unavailable Agent Unavailable AUN Determines whether the pilot supports the Agent Unavailable feature Agent Unavailable allows an agent in the pilot to prevent ACD from routing new cal
205. oring Team ono piese Application Pilot Call Monitoring For application pilot call monitoring press 4 Dialed Number Identification For DNIS monitoring press 5 System DNIS Monitoring Directory Number or Attendant For directory number or attendant Monitoring monitoring press 6 Line ATDC Monitoring Agent Monitoring by agent For agent number monitoring identification number Agent ID press 7 172 Aastra 2542 002 ACD Administration Procedures The supervisor presses a number from 1 to 7 in response to the Monitoring prompts The system prompts for more information if the Monitor Control List supports that monitoring type e Ifthe supervisor presses 1 the system prompts for an agent DIRN If the supervisor presses 2 the system prompts for an agent group directory number If the supervisor presses 3 the system prompts for an agent team number If the supervisor presses 4 the system prompts for an ACD pilot directory number If the supervisor presses 5 the system prompts for a DNIS number If the supervisor presses 6 the system prompts for an attendant line directory number If the supervisor presses 7 the system prompts for an Agent ID A two beep tone and a lighted Monitoring feature button confirm the beginning of monitoring 5 After monitoring begins a supervisor can press the Monitor Reselect or Monitor Next Call feature buttons if available at any time Monitor Control
206. ormation Publication Number 2470 nnn Centergy Reporting Supervisor Guide 2471 nnn Centergy Reporting Server Operations and Maintenance manual 2489 nnn IVC Card Features and Support 2494 nnn PointSpan System Operations manual 2498 nnn PointSpan System Description manual 2503 nnn Centergy Reporting Administrator Guide 2506 nnn Centergy Reporting Reports Guide 2513 nnn PointSpan System Database Procedures manual Supports call center supervisors in using the Centergy Manager application Helps system administrators perform operations maintenance and troubleshooting functions through the Centergy Network Management Server CNMS Provides information and procedures to help customers implement and use the Integrated Voice Services IVS feature Provides step by step instructions to operate and maintain PointSpan Describes the basic operations of PointSpan and its family of system products Supports call center administrators in using the Centergy Manager application Describes the standard report templates that the Centergy Manager application provides Provides step by step instructions to implement and maintain PointSpan features system functions and configurations for cards ports and other switch components 2516 nnn PointSpan Command Defines the commands Aastra 2542 002 xix About This Publication Publication Number Reference manual 2541 nnn Automatic Call Dist
207. ot available when the Intelligent Queuing Sample Interval is N Defines the minimum number of calls that leave the queue from 1 to 255 that the system uses to calculate the queue passage rate for the pilot The system will not perform the calculation until at least this many calls have left the queue It is not available when the Intelligent Queuing Sample Interval is N 33 Chapter 4 ACD Pilots ACD Pilot Parameter 34 Intelligent Queuing Oldest Sample Allowed Intelligent Queuing Queue Passage Rate Default Intelligent Queuing Sample Interval QSD IVS Group Number IVS Phrase Group IVS Phrase Identification Number Longest Queue Duration to trigger call deflection LQD Longest Queue Duration to trigger deflection to additional destination LQD Defines the maximum length of time from 1 to 4294967295 seconds that a sample is still valid for queue passage rate calculations The calculation does not include any calls that left the queue longer ago than this value It is not available when the Intelligent Queuing Sample Interval is N Assigns a default queue passage rate from 1 to 3600000 that the system uses when the calculation results in infinite which occurs if the time interval is O zero The value indicates a number of calls per hour This parameter is not available when the Intelligent Queuing Sample Interval is N Sets an interval from 1 to 255 seconds that the system uses to calc
208. owing table outlines the process to enable the Automatic Answer Hands Free agent feature Add the Hands Free Auto Answer button to appropriate button templates Assign an appropriate button template with the Hands Free Auto Answer feature button to stations for agents who will use the feature Note You can not modify an existing agent station using the Line command to add support for the Automatic Answer feature You must delete the station line and create it again with an appropriate button template Aastra 2542 002 gt 103 Chapter 12 Automatic Answer AASTRA 104 Aastra 2542 002 ACD Administration Procedures Chapter 13 Call Alert Option Automatic Call Distribution ACD provides a Call Alert Option agent feature which defines the means by which ACD announces an incoming call at an agent station The four options are e Standard ring one standard ring e Ring ping quick short ring e System feature ring three quick rings e Noring agent line flashes Enable the Call Alert Option Feature e To enable the Call Alert Option feature set the Call Alert Type CAR parameter for appropriate ACD pilots Aastra 2542 002 gt 105 Chapter 13 Call Alert Option AASTRA 106 Aastra 2542 002 ACD Administration Procedures Chapter 14 Call Deflection Automatic Call Distribution ACD provides a Call Deflection capability that routes calls to a quick conclusion when a pilot has too man
209. p Chapter 48 Wrap up ACD feature Conventions Used In This Publication This manual uses the following document conventions to help you identify different types of information Angle brackets Key names Press lt Enter gt to accept the lt gt Keys to press default value Bold text Characters to enter when In the example select the referenced in a procedure DTMF group type Italics Explanatory text within a command sample Building Ports Enter Password and Username Courier Example of output that a system displays Horizontal Ellipses Vertical Ellipses Horizontal line omissions in a command sequence Vertical line omissions in a command sequence Provides supplemental information Provides information to help you avoid possible damage to hardware or a system crash without data loss Provides information to ensure that you avoid danger death or permanent damage to a system In a step action result table contains an instruction Note The prompt may not display if Caution Use case sensitive commands to keep from destroying Aarning DO NOT touch exposed wires Type SPAR Aastra 2542 002 In a step action result table contains anything important that ACD Administration Procedures Result column The console displays the new parameter values the action causes to happen References The following publications provide related inf
210. pilots Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Audible Queue Status Feature Determines whether the Audible Queue Status AQS feature is active for the pilot This feature associated with the Calls in Queue feature activates an audible alert ring ping on a supervisor phone when the number of calls in queue exceeds the Queue Lamp Threshold value A supervisor hears the alert a second time when the number of calls in queue falls below the threshold Valid values are Y yes or N no Automatic Do Not Disturb When Determines whether the system activates the Do Offline ADN Not Disturb state for an agent when that agent signs off of the pilot Valid values are Y yes and N no When Do Not Disturb is active the system forwards all calls to the station to another destination such as another line or voice mail The pilot s Ring No Answer Forward Treatment parameter determines the destination A station in Do Not Disturb state can place outbound calls Broadcast Trunk Number Identifies by number a broadcast trunk as the source of whisper messages for the pilot Call Alerting Type CAR Defines the ring that the system will play on agent stations to notify agents of an incoming call Ring Type N no ring The agent line flashes only R ring ping The agent station generates one quick short ring F feature ring The agent station generates groups of three quick rings separat
211. press the lt Enter gt key to stop displaying the report Agent Percentage Report The ACD Agent Percentage report includes statistics for agents within the same agent group those who share calls to a specific pilot number It divides the total time for each agent across various call center activities time handling ACD calls time in wrap time on hold and more It includes a name if available and an identification number agent ID for each agent Each row provides statistics for a single agent The last row provides a summary line that reflects the agent group s overall activity and productivity This report supports historical review and analysis of each agent s participation in pilot activities Table 29 describes the statistical fields of an ACD Agent Percentage report Aastra 2542 002 217 Chapter 43 Report Generation Table 29 Statistical Fields of an ACD Agent Percentage Report Field Statistic Total Pilot Active Time The total time in which the pilot has not been in night service since this report was last cleared Dir Number The directory number of the ACD line on which a given agent last signed on Agent ID A unique number that identifies a agent The name of the agent if available Online Time The total time that a given ACD line has been in the online state Online time includes the time that an agent is actively handling calls in wrap up or in work ACD Calls The percentage of total online time th
212. priate button templates for supervisors include the Force FRCE feature button 3 Assign an appropriate button template with the Force feature button to stations for supervisors who will use the feature Note You can not modify an existing supervisor station using the Line command to support the Force feature You must delete the station line and create it again with an appropriate button template Note See appropriate phone documentation for instructions to use the Force feature on supervisor stations Aastra 2542 002 gt 159 Chapter 29 Force AASTRA 160 Aastra 2542 002 ACD Administration Procedures Chapter 30 Integrated Voice Services Automatic Call Distribution ACD provides an Integrated Voice Services IVS feature IVS provides interactive voice response IVR functions without expensive IVR hardware IVR functions include the generation of pre recorded messages and prompts for caller input Callers usually provide input through dual tone multi frequency DTMF tones which IVS collects and analyzes For complete details including an overall process and detailed procedures to implement IVS see the PointSpan IVC Card Features and Support guide 2489 nnn Aastra 2542 002 161 Chapter 30 Integrated Voice Services AASTRA 162 Aastra 2542 002 ACD Administration Procedures Chapter 31 Intelligent Queuing Automatic Call Distribution ACD provides an Intelligent Queuing
213. profiles of agent group performance All of the profiles in this report include data from the time statistics were last cleared until ACD generated the report The headers over each section in the form NN NN NN indicate intervals in seconds The number for each interval represents the first second of the next interval for example if NN 5 for the first column all data in the column reflects seconds 0 4 You can set the values for these ACD profile intervals in the ACD Profile Intervals and Call Duration Profile Intervals parameters for each pilot See ACD Pilot Parameters Note A recommended general standard is 5 second profile intervals Table 35 describes the profile data in an ACD Call Profile report Table 35 Profile Data in an ACD Call Profile Report Answered Call Profile Tracks calls answered by all of the agents of the pilot within each ACD profile interval Abandoned Call Profile Tracks calls abandoned discontinued by a caller before agent answer within each ACD profile interval Overflow Call Profile Tracks calls that initiated to the pilot but that ACD directed to an overflow pilot within each ACD profile interval Call Queue Duration Profile Tracks the average duration in seconds that calls to the pilot were in queue within each ACD profile interval Call Duration Profile Tracks the average total duration in seconds of all calls to the pilot within each ACD call profile interval CallNet Call Pro
214. ps 4 and 5 to select a different report type and pilot Otherwise press the lt Enter gt key to stop displaying the report The console displays SELECT COMMAND gt ACDR SELECT MODE PRINT DISPLAY CLEAR ADMIN gt The console displays STATISTIC REPORT or The console displays REPORT TYPE A P or gt The console displays ACD PILOT USER GROUP Or or gt The console displays an Agent Average Report with statistics for the pilot you selected followed by REPORT TYPE A P CS or gt Agent Call Source Tracking by Originating Pilot Number Report The ACD Agent Call Source Tracking by Originating Pilot Number report tracks all calls to a pilot This report shows the total number of calls to the pilot and the average duration of those calls It indicates which agent groups by pilot number and agents by name and ID responded to calls to the pilot and to any associated overflow pilots Table 28 describes the statistical fields of an ACD Agent Call Source Tracking by Originating Pilot Number report Aastra 2542 002 gt 215 Chapter 43 Report Generation Table 28 Statistical Fields of an ACD Agent Call Source Tracking by Originating Pilot Number Report Field Statistic Total Pilot Active Time The total time in which the pilot has been in active service not night service since this report was l
215. pter 10 Agent Unavailable ccccccccscsscsscnssessesssoscssonsscesassssncsiensssdecsdonesseasesesasssenesivsessses 89 Initial Agent Unavailable Sign On Mode oooooccoccnoconococonaconanannnannnnnncnnncnn nono noconacns 89 Work TimMer coli ice cio asienta shaded Sh ite el inte teeta esas ita a 89 Agent Unavailable Timers sccictatsisecadths schists soeesigs tates tanin tagsebestesavesstedaesehyteats 90 Maximum Number of Manual Transitions from Unavailable to Work 91 Pilot Parameters for the Agent Unavailable Feature eee eeeeseeeseeeneecnsecesecnaeenaeens 92 Class of Service Parameters for the Agent Unavailable Feature oononnncnnnnnncnoccnoncconanns 97 Enable the Agent Unavailable Feature ooooonnconncniccnnoconocononoconoconoconoconn conc nnnn conc con nccnnccnna ns 99 Chapter 11 Audible Queue Statuy cccsccsssccsssscssssccssscscssscsssesssssecsssccssssssssescssesesssases 101 Enable the Audible Queue Status Feature oooooooccnnnoocccnononnnononononocnnnnnnocnnnnnc nono nnnccononnnonno 101 Chapter 12 Automatic A ns We sciccisscvscesssccctessversseseeesstecsnsncseateesevnesvonsesnooessdncssdencovatssteases 103 Enable Automatic Answet cccccccesssecesceeesecesaeceeacecececeaeeeeaaeceeaaeceeeeeceaeeseaaecseaaeceenees 103 Chapter 13 Call Alert Optica isscncssscecsscsossscnsstacsseecessssessseesscucsecacesboncssesetsescesbassvensseceseesss 105 Enable the Call Alert Option Feature ee esecseesecseecnsecesecesecesec
216. pth allowing Intelligent Queuing to maintain changes to queue depth during a call The estimated time until answer for a call that is still in queue allowing Intelligent Queuing to update the estimated time until answer for each call An average Queue Passage Rate for each pilot extrapolated over one hour periods Enable the system to maintain the current pilot queue depth Otherwise by default Intelligent Queuing only provides the estimated time for answer for a new call when it first arrives The current pilot queue depth allows the system to update the estimated time until answer for calls while they wait in queue Aastra 2542 002 163 Chapter 31 Intelligent Queuing Modify appropriate call guides to include the following system variables PILOTQPR CALCQUE CALCETA CALIQUE CALIETA Create a Prefix Digit Table that Supports Intelligent Queuing 164 Use this procedure to create a Prefix Digit Table PDT that supports the Intelligent Queuing feature A PDT is an ACD construct that processes each ACD call and outputs the following e The pilot s queue depth initially and at subsequent intervals e The call s estimated time until answer initially and at subsequent intervals At the main Administrative Console The console displays prompt type PDT COMMAND gt PDT MODE PRINT DISPLAY E TITLES SEARCH gt 2 Type U The console displays E C CREATE M MODIFY ELETE T TITL
217. rameter Maximum Number of Digits Defines the maximum number of digits that the system will accept for the digit string or integer Valid ranges are 0 30 for a digit string or 0 10 for an integer Maximum Numeric Value Defines the greatest valid value for an integer from 0 to 2 147 483 647 Minimum Number of Digits Defines the minimum number of digits that the system will accept for the digit string or integer Valid ranges are 0 30 for a digit string or 0 10 for an integer Minimum Numeric Value Defines the least valid value for an integer from 0 to 2 147 483 647 Number Type Specifies whether to treat caller input as a digit string or an integer Return Terminator Digit Specifies whether to include the terminator digit in the digit string or integer value Terminator Digit or Digits Defines the single digit or combination of digits that will end digit collection Valid terminator digits include 0 9 the star key and the pound key Having no terminator digit is also valid Valid Digits for Digit N Defines the values from 0 to 9 that are valid for the digit based on its order N in the digit string The system requires this parameter for each place in the digit string up to the maximum number of digits Valid value for digit strings also include the star key and the pound key 152 Aastra 2542 002 ACD Administration Procedures Chapter 26 Directory Lookup Automatic Call Distribution ACD prov
218. ras New Delhi Colombo r Beijing Chongqing Urumqi 48 Magadan Solomon Islands New Caledonia Fiji Kamchatka Marshall Island Wellington Auckland Add a Call Center to a User Group Use this procedure to associate a call center configuration with an appropriate user group Note A call center contains all of the ACD pilots that share the call center s user group At the main Administrative The console displays Console command prompt type UGRP ELECT COMMAND gt UGRP ELECT MODE PRINT DISPLAY he console displays S S UPDATE TITLES gt T U PDATE MODE C Create M Modify D Delete gt 14 Aastra 2542 002 ACD Administration Procedures The console displays USER GROUP NUMBER 1 1000 or gt Type the number for the user The console displays group to modify SELECT SUBCOMMAND or 5 Type UGP The console displays SPECIFY FIELD TO MODIFY OL SOK eae 2 Type CNO Call Center Number The console displays CALL CENTER NUMBE 1 10 00 2253S Type the number of the call center The console displays configuration to associate with this user group SPECIFY FIELD TO MODIFY or or gt Press the lt Enter gt key The console displays all the parameters and their values for the user group followed by DOES UPDATE VERIFY Type Y to save the user group w
219. rase Play an IVS Phrase Use this procedure from an ACD station to play an IVS phrase Pick up the station handset and do one The system lights a Play IVS Phrase of the following button lamp if available and plays a e Press the Play IVS Phrase feature Zip tone to prompt for more input button on the station if available Dial the 1 4 digit Play IVS Phrase feature code follow any 1 3 digit code with the pound key Dial a 4 digit Play IVS Phrase feature directory number FDRN Dial a valid phrase group number The system plays a zip tone to prompt for more input Note If the phrase group is not valid the system turns off the Play IVS Phrase button lamp and plays a reorder tone a fast busy Dial a valid phrase ID number The system plays a zip tone the message and another zip tone to indicate the end of the message Note If the phrase ID is not valid the system turns off the Play IVS Phrase button lamp and plays a reorder tone a fast busy Aastra 2542 002 gt 199 Chapter 40 Play IVS Phrase Do one of the following e Press the pound key to repeat the phrase Dial another phrase ID number to hear a different message in the same phrase group Hang up and repeat steps 1 4 to hear messages in another phrase group Hang up to end the Play IVS Phrase feature Enable Play IVS Phrase The following table outlines the process to enable the Play IVS Phrase feature Config
220. re Y yes and N no Note You do not need this feature if agent phones include an unassigned line select button which can support a roaming agent line This feature is required however to allow phones with only line select buttons with dedicated directory numbers to support roaming agents Monitor Authorization Code Determines whether the system requires an Required MAC authorization code before allowing a remote system to initiate monitoring Valid values are Y yes and N no Monitored Priority ABM Sets a monitoring priority level for agents associated with this CLOS An agent line cannot be monitored by any supervisor line with a Monitored Priority value lower than its own Monitoring Priority Valid values are 0 through 7 Seven 7 is the highest priority A value of zero 0 allows all supervisor lines to monitor an associated agent line Monitoring Priority ATM Sets a monitoring priority level for supervisors associated with this CLOS A supervisor line cannot monitor any agent line with a Monitored Priority value higher than its own Monitoring Priority Valid values are 0 through 7 Seven 7 is the highest priority A value of zero 0 disables monitoring for associated supervisor lines OAI Application Requested Determines whether the system enables external Calls ARC Open Application Interface OAI applications such as Centergy Reporting to monitor ACD agents on the switch Valid values are Y yes and N
221. re and control ACD features Aastra 2542 002 Chapter 1 Implement ACD ACD Design Principles To implement ACD you need to understand what ACD is and what it does You must be familiar with the components and capabilities of ACD at a broad level See the Automatic Call Distribution ACD System Description manual 2541 nnn for a general overview of ACD Implementing ACD also requires Administrative Console commands to configure and control the many ACD parameters in a PointSpan switch database See Administrative Console Control for ACD and the many ACD procedures to implement and maintain ACD capabilities However fundamental knowledge of ACD and Administrative Console commands is not enough You also need to understand and apply principles of effective call center design Principles The following are important principles of ACD design and implementation Analyze your center s call management requirements What is the primary goal of your call center Who will call the center and what will they want Will the center handle different types of calls or only one call type How many calls do you anticipate at different times of day days of the week or days of the year Your answers are your foundation for call center and ACD design Develop a written description of these requirements Maintain this description as a historical document part of your organization s critical knowledge management Consider applying an industry
222. re as an agent sign on option An agent with this sign on option must enter an Agent ID at an agent station to sign onto an agent group pilot Enable Manual Agent Sign on with Identification 3 Set the Agent Automatic Sign on ID ASO parameter for the agent line directory number to N none Aastra 2542 002 gt 75 Chapter 7 Agent Sign on Manual Agent Sign on with Identification and Password ACD provides a Manual Agent Sign on with Identification ID and Password feature as an agent sign on option An agent with this sign on option must enter an Agent ID and its associated password at an agent station to sign onto an agent group pilot Enable Manual Agent Sign on with Identification and Password The following table outlines the process to enable the Manual Agent Sign on with ID and password feature Set the Agent Automatic Sign on ASO parameter for the agent line directory number to N none Define the Agent Password PSW parameter for an agent ID Dynamic Agent Sign on ACD provides a Dynamic Agent Sign on feature as an agent sign on option Dynamic Agent Sign on enables an agent to manually sign on to different agent group pilots It provides flexibility in agent allocation allowing an agent to sign off from one pilot and sign onto a different pilot from an agent station without supervisor involvement Enable Dynamic Agent Sign on The following table outlines the process to enable Dynamic Agent Si
223. rent Get Digits steps can share the same digit collection template For more information see the following e The Get Digits Step and Digit Collection in the PointSpan ACD Call Guide User Manual 2545 nnn e The PointSpan IVC Card Features and Support guide 2489 nnn Enable Digit Collection The following table outlines the process to enable the Digit Collection capability Pe lA Develop appropriate digit collection templates Develop call guides for ACD pilots that use Get Digits steps as appropriate For more information including procedures to create and modify call guides see the PointSpan ACD Call Guide User Manual 2545 nnn Create a Digit Collection Template Use this procedure to create a digit collection template Action 1 At the main Administrative Console The console displays command prompt type ACDC ELECT COMMAND gt ACDC MODE PRINT DISPLAY E TITLES gt The console displays UPDATE MODE C Create M Modify D Delet Aastra 2542 002 147 Chapter 25 Digit Collection The console displays SELECT SUBCOMMAND or Type T Digit Collection Template The console displays TEMPLATE NUMBER A U or gt 5 Type the number for this digit The console displays collection template ENTER TITLE gt Type an appropriate name for this digit The console displays collection template
224. rganizations use call centers to provide technical support or other information to customers Other call centers help organizations process sales orders Call centers provide many different functions and purposes Some call centers called contact centers handle many types of communication traffic including email and internet traffic as well as telephone communications Create a Call Center Configuration Use this procedure to save core information for a call center such as name location and time zone in a PointSpan switch database At the main Administrative Console The console displays command prompt type CLCN Call Center COMMAND gt CLCN MODE DISPLAY PRINT E TITLES gt The console displays UPDT MODE C Create M Modify D Delete P Copy gt The console displays Call Center or Respond appropriately at this and After you respond to all of the prompts subsequent prompts See Call Center for call center parameters the console Parameters for descriptions of the displays complete details for the call parameters and their valid values center followed ib OES UPDATE ERIFY Type Y to save the new call center configuration in the database Aastra 2542 002 gt 9 Chapter 2 Call Centers Modify a Call Center Configuration Use this procedure to change core information for a call center such as name location and time zone i
225. ribution ACD System Description ACD Call Guide User Manual Various Quick reference and user guides for phones ITE 760 ITE 780 ITE 30SD ITE 12SD ITE Agent Phone XX available through an administrative console to access and control the database of a PointSpan system Provides general information on ACD Explains what ACD is and what it does It describes all ACD components and capabilities at a broad level Defines the role of call guides in ACD It also explains the functions of call guide commands lists call guide design principles and provides procedures to develop call guides Provide instructions for using the many phones and stations available with PointSpan Aastra 2542 002 ACD Administration Procedures Chapter 1 Implement Automatic Call Distribution Automatic Call Distribution ACD is a feature of telecommunications systems that identifies and redirects incoming calls based on each call s type and other properties On PointSpan systems ACD supports call centers A call center is an environment in which groups of agents handle inbound and outbound calls For example many organizations use call centers to provide technical support or other information to customers Other call centers help organizations process sales orders Call centers provide many different functions and purposes However a core goal of any call center regardless of its primary function is to handle large call volumes e
226. s COMMAND gt BTNS S SELE MODE PRINT DISPLAY UF E SEARCH TITLES gt T S he console displays ELECT MODE C Create M Modify D Delete The console displays SPECIFY TEMPLATE The console SPECIFY N NORMAL The console displays TEMPLATE SIZE 4 12 23 24 30 47 87 127 or gt The console displays ENTER TITLE The console displays BIN 1 TYPE S Sel Feature or gt The console displays BIN TYPE S Sel Feature or gt After you respond to the prompt for the last button on the template the console displays HOLD TYPE N NORMAL C CALL gt Aastra 2542 002 ACD Administration Procedures Respond appropriately to this and all After you respond to the prompt for the subsequent prompts See Button Manual Station Control parameter the Template Parameters for ACD for console displays all of the buttons and descriptions of the parameters and parameters for the button template their valid values followed by 11 Press Y to save this new button template for use by ACD stations Modify a Button Template for ACD Agents or Supervisors OES UPDATE ERIFY Use this procedure to change the button and other parameters of an existing button template for use on either agent stations or supervisor station
227. s At the main Administrative Console The console displays command prompt type BTNS ELECT COMMAND gt BTNS MODE PRINT DISPLAY E SEARCH TITLES gt he console displays ELECT MODE C Create Modify D Delete The console displays SPECIFY TEMPLATE Type the number from 1 to The console displays 4 294 967 295 for the existing button template Modify or gt Specify BINS Field to Aastra 2542 002 57 Chapter 5 Agents and Supervisors Do one of the following The console displays appropriate Type to change buttons and all prompts to change parameters and button parameters feature assignments for the template Type BTN to change one or more button assignments Type HTP to change the Hold Type parameter Type CTO to change the Call Termination parameter Type IRS to change the Re select parameter Type MST to change the Manual Station Control parameter Type TTL to change the title of the button template Respond appropriately at all prompts After you respond to the last prompt for button assignments or parameters the console displays all of the buttons and parameters for the button template followed by See Button Template Parameters for ACD and Feature Buttons for ACD Stations for assistance DOES UPDATE VERIFY Press Y to save the feature button assignment and parameter
228. s or N no Determines whether the system plays music or a tone to a caller until it connects them to an agent Valid values are Y yes or N no When you select Y the system plays music while a call waits in queue for an agent When you select N the system plays ringing while a call waits in queue Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Description Destination ID on Exit DST Determines what destination information the system transfers with an exiting call Subsequent destinations such as agent stations for display and voice mail systems use this information Value Destination Information Information The system transfers destination information for an exiting call based on the current pilot The system transfers destination information for an exiting call based on a destination number provided by the exiting step such as a Forward Call or CallNet step in the active call guide The system transfers destination information for an exiting call based on the current pilot Enable CRS Routing CRS Determines whether the system supports Call Route Scheduling CRS Valid values are Y yes and N no If you enable CRS the system prompts you to define Time of Day TOD Day of Week DOW and Day of Year DOY tables to activate different call guides at different times Aastra 2542 002 gt 31 Chapter 4 ACD Pilots ACD Pilot Parameter 32 Held or Transferr
229. s in a super group is available the system selects the destination with the shortest estimated time until answer The system applies the following formula for each destination and compares the results Estimated Time Until Answer Number of active CallNet system calls at the destination X PCI for the destination The Percentage for Calls to Interflow PCI is a Satellite Directory group parameter Note When a call guide includes two or more ANI enabled CallNet steps that are not in a super group the system cannot ensure proportional distribution Including CallNet steps that do not enable ANI transmission in a super group has no effect because the system does not include those CallNet steps in calculations and can not initiate ANI associated CallNet system calls for those destinations System Variables that Support Sending ANI and CPN to CallNet Destinations The following system variables support this capability e CPNSCRN e CPNPRES e CPNPLAN e CPNTYPE e CPNDGTS e CPNIDGTS See System Variable Call Guide Parameters for details Enable CallNet The following table outlines the process to enable the ACD CallNet capability E A A Establish a Satellite Directory Group SDGP that supports ACD CallNet calls Develop call guides for ACD pilots that use the CallNet step as appropriate For more information including procedures to create and modify call guides see the PointSpan ACD Call Guide User Manual 2545 n
230. s or deletes phones The FONE command can e Define whether a station supports ACD e Create stations and directory numbers for ACD agents and supervisors e Define whether an ACD station is an agent line or a supervisor line e Assign a Class of Service directory number and button template to a specific port e Add agent lines to a supervisor station e Display the pilot in which a supervisor station port is defined e Define other core ACD functions for a station The FONE command can also associate a Monitor Control List and a supervisor station GRPS Command SELECT COMMAND gt GRPS The Groups command controls modifies and otherwise controls group information The GRPS command can e Display unassigned group numbers that are available for assignment to an ACD pilot e Display the group numbers assigned to an annunciator group important during call guide creation e Create and modify IVS groups e Assign a whisper message for all calls from a specific trunk group IVS Command SELECT COMMAND gt IVS The Integrated Voice Services command creates modifies and otherwise controls IVS phrase groups Aastra 2542 002 Aastra 2542 002 ACD Administration Procedures Role in ACD LINE Command SELECT COMMAND gt LINE The Line command assigns directory numbers to voice lines The Line command can Modify some of the parameters of an existing statio
231. s the number of calls to one of these agent group pilots exceeds the pilot s number of available agents The system places excess calls in queue until an agent becomes available To ensure that a pilot never gets too many calls waiting in queue the center includes agent group pilot 7300 as an overflow pilot Pilot 7300 includes expert agents from both pilot 7000 and pilot 7500 When calls in queue to either pilot 7000 or 7500 exceed a threshold set by parameters in the associated Agent Group call guide step the system routes excess calls to agent group pilot 7300 Idle agents in the overflow pilot handle these excess calls sooner than primary agents would Enable the Overflow Capability The following table outlines the process to enable the Overflow capability 1 As appropriate develop call guides that use Agent Group AGRP steps with conditional parameters to control overflow 2 As appropriate set the Overflow Queued Calls When Night Invoked OCN parameter for each ACD pilot Aastra 2542 002 197 Chapter 39 Overflow AASTRA 198 Aastra 2542 002 ACD Administration Procedures Chapter 40 Play IVS Phrase With the Play IVS Phrase feature a user of an Automatic Call Distribution ACD station such as an agent or supervisor can listen to Integrated Voice Services IVS phrases that are stored on an Integrated Voice Controller IVC card A user enters the phrase group and phrase Identification number to select a ph
232. shows the number of times the agent activated call hold The bottom line shows the average call hold duration for the agent based on the formula Total Call Hold Duration Number of Calls Placed in Call Hold State Outg ACD Avg The top line shows the number of calls to an outgoing trunk that originated at the ACD line The bottom line shows the average duration of outgoing calls based on the formula Total Duration of Outgoing Calls Total Number of Outgoing Calls Aastra 2542 002 gt 213 Chapter 43 Report Generation Field Statistic Incm Calls Avg The top line shows the number of non ACD calls received by the ACD line The bottom line shows the average duration of incoming non ACD calls based on the formula Total Duration of Incoming Calls Total Number of Incoming Calls Intr Calls Avg The top line shows the number of internal calls that the ACD line either originated or received The bottom line shows the average duration of internal calls based on the formula Total Duration of Internal Calls Total Number of Internal Calls General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Agent Average Report e A comparison of an agent s time online to the total number of ACD calls that the agent handled indicates the agent s general performance level e An agent may be ready to handle more calls or more difficult calls if The agent s number of ACD calls m
233. sii ccsccsscssesssosssssassceasssnsnsssecsecesessssnestonpedencscosvesssssesosssoasesoutes sosssssncscnnes 17 Chapter ACD Pilots sisi cscsdesecsctssctssonssecestcececesessdeseseteseceessiesoutesseensssscesecatesescseessavonsessesesees 19 Create an ACD Piloter aie oe inhi sau eae anh ea ees 19 Modity an ACD Pilot ccs ice a Gute aed ete dades da 21 ACD Pilot Parameters eses rociado tabi 22 Add an ACD Pilot to the Directory Lookup Table eee ceeeeseeereeeneeeneeceaecnaeenaeens 43 Chapter 5 Agents and Supervisors c scssscsssssssssscsssssssssssssesssssscsssccssssssssssssssssssesssssssssoess 45 ACD A Sents 2a iereciinti a ak Se AL Uae T 45 ACD SUpervASOTS mini a EE EEE A ia A bent ese 45 Aastra 2542 002 v Proprietary and Contents Section vi Create ACD Agents and SUpervisorsS ssiirs ciencisti resien inesi ir ieena 46 Create a Class of Service for ACD Agents and Supervisors coooconccnnoncnoncnoncnoncconccnnecona ns 46 Modify a Class of Service for ACD Agents and Supervisors ococonoccnncnnonnnonnnonncnnncnnccnnccnno 47 Class of Service Parameters for ACD oooonccnoconocononoconoconaconnconncnnnnnnn nono nono conan cnn a conan nn nccnna ns 48 Button Templates aia 54 Create a Button Template for ACD Agents or Supervisors ooconocnocnnocncnoncnnncnnncnnncnnnacna ns 55 Modify a Button Template for ACD Agents or Supervisors coooconnccnnoncnoncnoncnoncconccnacnnacns 57 Button Template Parameters for ACD cconoconiccniccnnoncnoncn
234. sis Guidelines Consider the following when reviewing and analyzing an ACD Agent Percentage report e The ACD Calls Auto Wrap Work and Avail fields are 100 of an agent s time e A comparison of an agent s individual statistics with values in the summary line indicates that agent s effectiveness relative to the agent group as a whole e A comparison of the ACD calls and Avail fields may indicate efficiency either of individual agents or of the agent group as a whole e High Wrap Work or Time Hold values for an agent may suggest a need for more training e High Wrap or Work values may suggest a need to enable supervisors to use the Force feature which automatically takes agents out of Wrap up and Work and makes them available to answer calls e An agent who spends a large percentage of time handling outgoing incoming non ACD or internal calls may be using the system inappropriately to avoid handling calls e A low availability for any agent warrants further investigation Why is an agent less available than others e 6A high availability for the pilot as a whole on the summary line may indicate that the trunk may be underused Run an Agent Percentage Report Use this procedure to generate an ACD Agent Percentage Report At the main Administrative Console The console displays command prompt type ACDR SELECT COMMAND gt ACDR SELECT MODE PRINT DISPLAY CLEAR ADMIN gt
235. sole displays ANNOUNCEMENT TRUNK PDT NUMBE or O NONE gt The console displays Specify ACD Field to Modify Or SOL 2a E Skip to step 16 ES The console displays Specify ACD Field to Modify Or A The console displays IVS PHRASE GROUP or 7 The console displays IVS PHRASE ID or 7 The console displays Speci OR SO Pike fy ACD Field to Modify gt The console displays ACD pilot information including whisper message parameters followed by DOES UPDATE VERIFY gt Chapter 46 Whisper Messaging Assign a Whisper Message to a Trunk Group Use this procedure to assign a whisper message for all calls from a specific trunk group At the main Administrative Console The console displays prompt type GRPS COMMAND gt GRPS MODE PRINT DISPLAY E TITLES SEARCH gt he console displays E MODE C Create M Modify lete P Copy gt The console displays SPECIFY GROUP NUMBE Type the number for the broadcast The console displays trunk group to modify Specify TRGP Field to Modify Or or gt Type WPR Whisper Message The console displays Source Group WHISPER MESSAGE SOURCE GROUP or gt To assign an announcement trunk as the message source skip to step 7 To assign a broadcast trunk as the message source skip to step 10
236. source of music for transferred and held calls set in the Held Xfer Music Source parameter Queue Lamp Threshold QLT Defines a number between 1 and 65535 to support the Calls in Queue feature When the number of calls in the queue for this pilot exceeds the queue lamp threshold the queue lamp indicators on agent stations flutters When the calls in queue are fewer than this threshold the queue lamp indicators flash slowly Queue lamp indicators are off when the queue has no calls Aastra 2542 002 37 Chapter 4 ACD Pilots ACD Pilot Parameter Return Agents to Home Group on Determines how the system controls agent reassignment when an agent signs off Sign off Mode Y Automatically returns an agent to the agent s specified home group when an agent signs off For ID based call centers the Home Pilot Number PLT associated with an Agent ID defines an agent s home group For DIRN based call centers the Home ACD Pilot Number associated with an agent station defines the home group N An agent remains in the current active agent group when an agent signs off If this is not their home pilot they will not be in their home pilot when they next sign in Sign off RAH Ring No Answer Forward Treatment RNF 38 Determines how the system handles calls that an agent in the pilot does not answer The system forwards the call in accordance with the Call Forward No Answer parameter for the involved agent s line
237. station This parameter is only available for port types that support phones with feature buttons Station User Group Number Assigns a station user group for the station Valid values are 1 ae 7 300 and N none User User Group o Associates a user group with the station a user group with the station Voice Directory Number Assigns a directory number to either a station with no feature buttons or for one line select button Wrap up Allowed Determines whether the station supports the Wrap up capability Valid values are Y yes and N no See Wrap up for more information Note Even when the value of this parameter is Y an agent can not use the Wrap up capability unless the associated ACD pilot also allows Wrap up Note This FONE parameter applies only for DIRN based call centers ID based call centers apply the AGID command s Wrap Up Allowed parameter Aastra 2542 002 gt 69 Chapter 5 Agents and Supervisors Modify an ACD Station for an Agent or Supervisor Use this procedure to modify the parameters for an existing agent or supervisor line At the main Administrative Console command prompt type LINE Type an appropriate agent or supervisor directory number Type the number for the user group associated with the ACD agent or supervisor line Type an appropriate code for the Line parameter to change For example type COS to change the Class of Service associated with the agent or supervisor lin
238. status of an agent s ACD line Display IDLE Idle and available for an ACD call Work manual Handling an ACD call OUTGO On a call originated by the ACD line INCMIG On a non ACD call received by the ACD line INTRNL On an internal call 222 Aastra 2542 002 ACD Administration Procedures General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Agent Current Status report e Unlike the other ACD reports the information in the ACD Agent Current Status is valuable immediately Analyze this real time report quickly to help you make immediate changes such as moving agents from one pilot to another e High numbers of queued calls for the pilot may indicate a need for more agents e If the Calls Queued field indicates a large number of overflow calls that is the AGNT value exceeds the PILOT value consider adding agents to the pilot that is the source of the overflow e Ifthe number of overflowed calls is greater than the number of calls answered and some agents are idle consider moving one or more of the idle agents to the pilot that is the source of the overflow e Comparing an individual agent s statistics against the arithmetic mean for the pilot as a whole can help you evaluate the agent s performance e Ifa pilot with several agents in Wrapup or Work state is the source of overflow calls consider applying the Force feature which immediately returns the agents to an idl
239. support the Roaming Agent feature Valid values are Y yes and N no If you set the value of this parameter to Y the system prompts you to define the Remove Roaming Agent at Sign off parameter 52 Aastra 2542 002 Aastra 2542 002 ACD related Class of Service CLOS Parameter Silent Monitor Option TSM Time for Agent Unavailable UTV ACD Administration Procedures Determines how the system supports the Monitoring feature for calls associated with this CLOS Monitoring Option SA Silent to Conference PA Split to Conference SP Silent to Split Enables associated supervisors to switch between silent and active monitoring Monitoring begins in the silent mode Enables associated supervisors to switch between split and active monitoring Monitoring begins in the split mode Enables associated supervisors to switch between silent and split monitoring Monitoring begins in the silent mode Defines the maximum amount of time an agent an remain in the Unavailable state after being in the Work state longer than the Time for Agent Work parameter A Time from 5 to 600 seconds N None Sets a specific maximum time for Agent Unavailable after a Work timeout The Class of Service has no maximum time for Agent Unavailable after a Work timeout An associated agent who becomes unavailable after being in the Work state longer than the Time for Agent Work parameter can re
240. system removes the call from queue When any agent other than a remote CallNet agent answers the call the system cancels the CallNet system call Note A CallNet step enables ANI transmission to a CallNet destination After processing a CallNet step that enables ANI transmission the system sends ANI information to that destination every time it makes a CallNet system call to that destination not only when it processes the specific CallNet step Effect of CallNet Super Groups on ANI Transmission An Agent CallNet Super Group step groups two or more CallNet steps creating a super group A switch treats all CallNet destinations in a super group as a single large group The system analyzes all of the CallNet destinations in a super group before beginning an ANI associated CallNet system call If all of the CallNet destinations in a super group Aastra 2542 002 135 Chapter 21 CallNet have reached their maximum capacity for CallNet system calls as defined in the destination s Satellite Directory Group parameters the system queues the ACD call to each CallNet destination in the super group It neither initiates a CallNet system call nor forwards ANI information to the destinations If however at least one of the CallNet destinations in a super group has not reached its maximum capacity for CallNet system calls the system initiates the system call sending ANI information to the destination When more than one of the CallNet destination
241. t Station Display Provides instructions to enable the Agent Station Display ACD capability Chapter 9 Agent Statistics Provides instructions to enable the Agent Statistics ACD feature Chapter 10 Agent Unavailable Provides instructions to enable the Agent Unavailable ACD feature Aastra 2542 002 xv About This Publication Chapter Topic Chapter 11 Audible Queue Status Provides instructions to enable the Audible Queue Status ACD feature Chapter 12 Automatic Answer Provides instructions to enable the Automatic Answer ACD feature Chapter 13 Call Alert Option Provides instructions to enable the Call Alert Option ACD feature Chapter 14 Call Deflection Provides instructions to enable the Call Deflection ACD capability Chapter 15 Call Distribution Provides instructions to enable the Call Distribution ACD capability Chapter 16 Call Forward No Answer Provides instructions to enable the Call Forward No Answer ACD capability Chapter 17 Call Guidance Describes the call guidance ACD capability and refers to the PointSpan ACD Call Guide User Manual 2545 nnn for procedures Chapter 18 Call Recording Provides instructions to enable the Call Recording ACD feature Chapter 19 Call Route Scheduling Provides instructions to enable the Call Route Scheduling ACD capability Chapter 20 Call Waiting Termination Provides instructions to enable the Call Waiting Termination ACD capability Chapter 21 CallNet Provides instruct
242. t gives agents flexibility in managing their time Valid values are Y yes and N no When you select Y when creating a pilot the system also prompts you to define the following parameters e Time for Agent Work e Maximum Times Wrap Work Allowed You must change these parameters separately when modifying an existing pilot Allow as Dynamic Agent Sign on Determines whether agents from other agent groups Target DAS can sign onto this pilot dynamically Valid values are Y yes and N no Announcement Trunk Number Identifies by number an announcement trunk as the source of whisper messages for the pilot Announcement Trunk Prefix Identifies by number an optional Prefix Digit Table Digit Table Number PDT for the announcement trunk A value of 0 zero indicates that the pilot does not use a PDT Answer Queued Calls When Defines how the system queues calls when a Night Invoked ACN supervisor activates the Night feature The system maintains all calls that are in queue when a supervisor activates the Night feature Agents remain on line until they have handled all remaining calls in queue The system forces all agents off line and processes all calls in queue with the next step in the active call guide When you set this parameter to N the system prompts for the Overflow Queued Calls When Night Invoked parameter Note Do not set this parameter to N if the call guide does not provide one or more overflow
243. t support is not available through this email address For product support contact the Aastra Intecom Customer Service Center CSC at 1 800 729 1872 Aastra Intecom may use or distribute review comments and information without incurring obligation Trademarks and Acknowledgements Product registered trademarks and copyrights of the products included in this publication include Pointspan Centergy Centergy Remote Centergy Reporting and Centergy 5 as registered trademarks of Aastra Intecom Inc Product trademarks and copyrights of the products included in this publication include Nexspan Unified Communication Platform Integrated Conference Manager and Movacs as trademarks of Aastra Intecom Inc This publication identifies all other products or services mentioned herein by the trademarks service marks or product names designated by the companies that market those products The companies producing these trademarks and registered trademarks control ownership of them Make all inquiries concerning such trademarks directly to those companies Aastra 2542 002 gt i Proprietary and Contents Section Revision History The following represents the revision history of this document Revision Date Point of Number Completed Contact Description 05 25 2005 Re branded for Aastra 001 May 16 2003 EADS TELECOM Initial release of this publication North America Supports PointSpan version 3 0 Technical Publicatio
244. te button templates for agents include the Do Not Disturb feature button Assign an appropriate button template with the Do Not Disturb feature button to stations for agents who will control the feature manually Note You cannot modify an existing agent station using the Line command to add support for the Do Not Disturb feature You must delete the station line and create it again with an appropriate button template To enable ACD pilots to automatically place agent stations into the Do Not Disturb mode when agents sign off set the Automatic Do Not Disturb When Offline ADN parameter for each appropriate pilot Aastra 2542 002 gt 155 Chapter 27 Do Not Disturb AASTRA 156 Aastra 2542 002 ACD Administration Procedures Chapter 28 Feature Control Automatic Call Distribution ACD provides a Feature Control supervisor feature Feature Control enables a supervisor to control which ACD features are available to an agent With the proper station configuration a supervisor can e Sign on for an agent place the agent online e Sign off for an agent place the agent offline e Activate or deactivate the Work state for an agent station e Activate or deactivate the Automatic Answer Hands Free feature for an agent station Enable Feature Control The following table outlines the process to enable the Feature Control capability on supervisor stations a en ee agent stations with the appropriate features an
245. tem saves the line parameters with a configuration that supports the Play IVS Phrase feature Add a Play IVS Phrase Button to a Button Template Use this procedure to add a feature control button to appropriate stations that use the Play IVS Phrase feature Initial Conditions A button template for the intended stations already exists At the main Administrative Console The console displays prompt type BTNS COMMAND gt BTNS MODE PRINT DISPLAY E SEARCH TITLES gt The console displays ECT MODE C Create M Modify D Delete gt The console displays SPECIFY TEMPLATE Aastra 2542 002 201 Chapter 40 Play IVS Phrase Type the number of the button template to modify Type BTN Type the number of the button to modify on the template The console displays Specify BINS Field to Modify ORS SOT 22 hs fe The console displays BUTTON NUMBER TO MODIFY Return END gt The console displays BIN NN TYPE S Sel U Unas Feature or gt The console displays BUTTON NUMBER TO MODIFY Return END gt The console displays Specify BINS Field to Modify OL OX Paes SF The console displays the button template configuration followed by DOES UPDATE VERIFY Assign a Feature Code to Play IVS Phrases Use this procedure to create a numeric feature cod
246. ters Aastra 2542 002 Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Initial Agent Sign on Mode ISM Intelligent Queuing Incalculable Queue Passage Rate Default Intelligent Queuing Moving Average Maximum Sample Count Intelligent Queuing Moving Average Minimum Sample Count Defines a default sign on mode for agents When an agent first signs on they will be in this mode until they actively change their state Sign on Mode ID Idle Automatic Answer remains in previous state WO Work Automatic Answer remains in previous state Lar Idle Enables Automatic Answer Work Enables Automatic Answer Al UN Agent Unavailable Automatic Answer remains in previous state AU Agent Unavailable Enables Automatic Answer When you define Agent Unavailable as the sign on mode the system prompts you to define the following pilot parameters e Unavailable Reason Code Table e Unavailable Reason Code Number Assigns a default queue passage rate from 1 to 3600000 that the system uses when it lacks data to perform a valid calculation The value indicates a number of calls per hour This parameter is not available when the Intelligent Queuing Sample Interval is N Defines the maximum number of calls that leave the queue from 1 to 255 that the system uses to calculate the queue passage rate for the pilot The calculation includes the most recent calls up to the value of this parameter It is n
247. the Wrap up capability unless the associated ACD pilot also allows Wrap up This Agent ID parameter applies only for ID based call centers DIRN based call centers apply the FONE command s Wrap Up Allowed parameter 64 Aastra 2542 002 ACD Administration Procedures Create an ACD Station for an Agent or Supervisor Use this procedure to create an ACD station and a directory number for an agent or supervisor Note This procedure is only for new stations To either change the functions of an existing station or convert an existing line into an ACD station see Modify an ACD Station Aastra 2542 002 At the main Administrative Console command prompt type FONE Note For complete information on the FONE command See the PointSpan Station Database Procedures manual 2512 nnn Type an appropriate port number or location Provide a port number in the form WWW X YY ZZ where WWW is the cabinet number X is the shelf number YY is the slot and ZZ is the port For example type 1 3 14 20 to specify the 20th port of a card in the 14th slot of the third shelf in the first cabinet Provide a location in the form L aaa where aaa is the location name The console displays ELECT COMMAND gt FONE TIRAT ELE E LECT E a F E PRINT DISP The console displays UPDT MODE D Delete C Create gt M Modify The console displays ENTER PORT
248. the new PDT and displays TABLE CHANGE PERFORME Aastra 2542 002 165 Chapter 31 Intelligent Queuing Enable Current Pilot Queue Depth Use this procedure to enable the system to update the estimated time until answer for calls while they wait in queue Without the current pilot queue depth enabled Intelligent Queuing only provides the estimated time for answer when a call first arrives At the main Administrative Console The console displays prompt type SPAR SELE COMMAND gt SPAR SELECT MODE PRINT DISPLAY UE E TITLES gt T he console displays ENTER UPDATE TYPE Type U Updatable System The console displays Parameters SPECIFY SYSTEM PARAMETE MODIEE Y OL OK MPa Type CQT to enable Call Current Pilot The console displays Queue Depth ENABLE CALL CURRE Y N or gt The console displays SPECIFY SYSTEM PARAMETE MODIFY or or gt Press the lt Enter gt key The console displays updatable system parameter settings followed by DOES UPDATE VERIFY gt The console saves the new system parameters with the active current pilot queue depth followed by TABLE CHANGE PERFORME Table 17 describes system variables that are available for use in call guides to support the Intelligent Queuing feat
249. they are only available as extensions of other core parameters Table 42 Class of Service Parameters for Work ACD related Class of Service Description CLOS Parameter Agent State After Time Expired Defines the state that the system will apply for any WTO agent who remains in Work longer than the Time for Agent Work parameter Agent State After Work Agent Unavailable If you select U Agent Unavailable for this parameter the system prompts you to define the following additional parameters e Unavailable Reason Code Table e Unavailable Reason Code Number e Time for Agent Unavailable Aastra 2542 002 257 Chapter 47 Work 258 ACD related Class of Service Description CLOS Parameter Time for Agent Unavailable Defines the maximum amount of time an agent can UTV remain in the Unavailable state after being in the Work state longer than the Time for Agent Work parameter EE Time from 5 to 600 seconds N None Sets a specific maximum time for Agent Unavailable after a Work timeout The Class of Service has no maximum time for Agent Unavailable after a Work timeout An associated agent who becomes unavailable after being in the Work state longer than the Time for Agent Work parameter can remain in the Unavailable state indefinitely Time for Agent Work WTV Defines the maximum amount of time an agent with this Class of Service can remain in the Work state a Time from 5 Sets a specific
250. ticular times or particular days may indicate a need for additional staffing for those periods e If most abandoned calls are associated with a particular pilot that agent group may need additional training e High numbers of overflow calls may indicate a need for additional agents in the primary pilot group e A percentage of calls answered less than 100 may indicate either a need for more agents or a need to increase the target answer time in ACD pilot parameters e High numbers of call deflections may indicate a need for more trunks e High numbers of call deflections with high numbers of calls in queue may indicate a need to decrease wrap up and work times e High numbers of call deflections with low numbers of calls in queue may indicate a need for more agents e Low numbers of call deflections with high numbers of calls in queue may indicate a need for more agents Run a Pilot Number Accumulated Report Use this procedure to generate an ACD Pilot Number Accumulated Report At the main Administrative Console The console displays command prompt type ACDR ELECT COMMAND gt ACDR ELECT MODE PRINT DISPLAY EAR ADMIN gt The console displays STATISTIC REPORT or Aastra 2542 002 231 Chapter 43 Report Generation Type P Pilot Number report Type A Accumulated report Type a pilot directory number and user group in the form pilot dirn user group For
251. tivate Call Route The console displays Scheduling See Call Route FORCE TO CALL GUIDE Scheduling Parameters for complete N IGHT SERVICE details Type a number from 1 to 4 to select The console displays one of the pilot s main call guides or type N to select the pilot s night call guide Go to step 18 ee Specify ACD Field to Modify or or gt Control Treatment value such as UNF to activate Call Route Scheduling See Call Route Scheduling Parameters details Specify ACD Field to Modify or or gt Press the lt Enter gt key The console displays all of the parameters for the ACD steering pilot followed by DOES UPDATE VERIFY Type Y to save the modified pilot parameters including the activation or deactivation of Call Route Scheduling Type an appropriate ACD CTRL The console displays Aastra 2542 002 121 Chapter 19 Call Route Scheduling Build or Modify Call Route Scheduling Tables 122 Use this procedure to build Time of Day TOD Day of Week DOW and Day of Year DOY tables Each ACD steering pilot has its own TOD DOW and DOY tables You must build Call Route Scheduling tables for each pilot in the following order e TOD tables up to 12 e DOW table e DOY table At the main Administrative Console The console displays prompt type ACD ECT COMMAND gt ACD ECT MODE PRINT UPDATE TIT
252. tor Authorization Code Required MAC Monitored Priority ABM Monitoring Priority ATM OAI Application Requested Calls ARC OAI Monitor Play Monitored DIRN MOD Play Monitor Disconnect Tone MDT Play Monitor Initiated Tone MIT Silent Monitor Option TSM Trunk Silent Monitor Toggle MMT Ensure that the button templates for supervisors include the following feature buttons as appropriate Monitoring MNTR Monitor Next Call MNNC Monitor Reselection MNRS stations for supervisors who will use the feature Note You can not modify an existing agent station using the Line command to add support for the Monitoring feature You must delete the station line and create it again with an appropriate button template If required to support Supervisor Group Call Monitoring define agent teams for Monitor Control Lists Create Monitor Control Lists to support the Monitor Reselect capability Assign Monitor Control Lists to supervisor stations that will support the Monitoring capability Note The Monitor Control List for a supervisor s station must be the same Monitor Control List that the supervisor s ACD pilot uses Assign an appropriate button template with Monitoring feature buttons to 176 Aastra 2542 002 ACD Administration Procedures e Set the Monitor Control List parameter for appropriate ACD pilots the Monitor Control List parameter for appropriate ACD pilots Note The Monitor C
253. ulate queue passage rate for the Intelligent Queuing feature The queue passage rate is the number of calls that leave the pilot s queue for any reason extrapolated over a 1 hour period Set this parameter to N if your system does not use Intelligent Queuing If you set this parameter to any value from 1 to 255 the system prompts you for the following Intelligent Queuing parameters e Intelligent Queuing Moving Average Maximum Sample Count Intelligent Queuing Moving Average Minimum Sample Count Intelligent Queuing Oldest Sample Allowed Intelligent Queuing Queue Passage Rate Default Intelligent Queuing Incalculable Queue Passage Rate Default Identifies by number the IVS Group that is associated with the whisper message for this pilot Identifies by number the IVS Phrase Group that is associated with the whisper message for this pilot Identifies by phrase number the specific whisper message for this pilot Defines a duration of up to 30 minutes in the form MM SS MM minutes SS seconds When any call remains in this pilot s queue for this duration the system deflects calls to the deflection destination Defines a duration up to 30 minutes in the form MM SS MM minutes SS seconds When any call remains in this pilot s queue for this duration the system deflects calls to the additional destination Aastra 2542 002 ACD Administration Procedures ACD Pilot Parameter Maximum Queue Size to trigg
254. ure 166 Aastra 2542 002 ACD Administration Procedures Table 17 Call Guide Variables for Intelligent Queuing Variable Parameters Type Use Deseription PILOTQPR Agent Group Integer Read only Returns the queue passage rate Pilot Directory number of calls per hour for a Number or pilot The optional Directory Agent Group Number parameter defaults to the Pilot User called pilot directory number Group both unless otherwise specified The optional optional User Group parameter defaults to the pilot s User Group number unless otherwise specified CALCQUE Digit Read only Returns the call s current queue String depth from 0 to 65535 for the CALCETA pilot to which a call is queued Digit Read only Returns the current estimated String time until answer from 0 to 65535 seconds for a call in queue o Xx B i Read only Returns the pilot queue depth from 0 to 65535 when a call first queues at a pilot Read only Returns the estimated time until answer from 0 to 65535 seconds when a call first queues at a pilot Aastra 2542 002 167 Chapter 31 Intelligent Queuing AASTRA 168 Aastra 2542 002 ACD Administration Procedures Chapter 32 Manual Overflow Automatic Call Distribution ACD provides a Manual Overflow feature for supervisors By activating manual overflow a supervisor routes all calls in a primary pilot s queue to any overflow pilots Until a supervisor can
255. ure code Assigns a specific feature a four letter to the button See Feature abbreviation Buttons for ACD Stations for a list of the possible ACD button features and the four letter codes that correspond to them Aastra 2542 002 gt 59 Chapter 5 Agents and Supervisors Button Template Parameter Hold Type HTP Determines system operations after holding Setting Rffect After hold the system a plays normal dial tone After hold the system Gil Termination applies Call Termination see the Call Termination parameter Manual Station Control MST Determines which system controls apply to a station associated with the button template E Enables all station controls normal Disables all station controls K Enables keypad control only for the station Re select IRS Determines whether pressing the active line select button terminates the current call Valid values are Y and N When Re select is Y pressing the active line select button does not terminate the current call When Re select is N however pressing the active line select button immediately terminates the current call Title TTL Defines a title of up to 255 characters for the button template Create an Agent Identification Number Use this procedure to create an agent identification number Agent ID The system uses Agent IDs to gather statistical information on each agent and to allow agents to sign on to agent groups Th
256. ure voice lines to play IVS phrases 2 Add a Play IVS Phrase feature button to the button template used by appropriate stations with feature buttons 3 Assign a numeric feature code or a feature directory number FDRN to allow stations without feature button to play IVS phrases Modify a Voice Line to Play an IVS Phrase Use this procedure to configure a line to play IVS phrases At the main Administrative Console The console displays prompt type LINE ELECT COMMAND gt LINE T MODE PINRT DISPLAY E LOGGING gt he console displays PDT MODE C Create M Modify Delete P Copy gt The console displays DIRECTORY NUMBER or 200 Aastra 2542 002 ACD Administration Procedures Type the directory number for the line The console displays to modify USER GROUP gt Type the number of the User Group The console displays associated with the line DIRECTORY TYPE VOICE LINE Specify VLIN Field to Modify OL Or 2a ISS Type DIA Diagnostics The console displays STATION DIAGNOSTICS ALLOWE Y YES N NO gt Type Y to allow station diagnostics The console displays and to support the Play IVS Phrase Specify VLIN Field to Modify feature on the line or or gt The console displays all of the parameters for the line followed by DOES UPDATE VERIFY gt The sys
257. y a supervisor port the system prompts you to select a Monitor Control List Note A port can be a supervisor port for only one pilot There can be multiple supervisor ports per pilot See ACD Supervisor Features in the Automatic Call Distribution ACD System Description manual 2541 nnn for a complete list of supervisor features Supervisor Port to Remove RST Removes a specific port This parameter is only available when you modify an existing ACD pilot Target Answer Time Threshold Sets a number of seconds from 1 to 255 Ideally no TAT call will remain unanswered in queue for longer than this duration TAT is used to calculate the Service Level Percentage of calls answered before the target time for a particular pilot Aastra 2542 002 gt 39 Chapter 4 ACD Pilots ACD Pilot Parameter Time for Agent Unavailable Defines the maximum amount of time an agent can UTV remain in the Unavailable state after being in the Work state longer than the Time for Agent Work 40 parameter ETT Time from 5 to 600 seconds N None Sets a specific maximum time for Agent Unavailable after a Work timeout Uses the value of the Time for Agent Unavailable UTV parameter in the Class of Service CLOS for agents in this pilot The pilot has no maximum time for Agent Unavailable after a Work timeout An agent who becomes unavailable after being in the Work state longer than the Time for Agent Work param
258. y calls in queue or any call has been in a queue too long Destinations for call deflection include An alternate pilot Voice mail Recording device Answering service Busy signal The term Dynamic Call Deflection is synonymous Enable Call Deflection Aastra 2542 002 To enable the Call Deflection capability set the following parameters for each appropriate ACD pilot Call Deflection Destination CDD Longest Queue Duration LQD to trigger call deflection Maximum Queue Size QMX to trigger call deflection Additional Deflection Destination DPT Longest Queue Duration LQD to trigger call deflection to an alternate destination Maximum Queue Size QMX to trigger call deflection to an alternate destination 107 Chapter 14 Call Deflection AASTRA 108 Aastra 2542 002 ACD Administration Procedures Chapter 15 Call Distribution Automatic Call Distribution ACD provides a core Call Distribution capability that defines the method ACD uses to route each call to an idle agent on line e Longest Idle ACD routes each call to the available agent who has been idle the longest e Ordered Top Down ACD routes each call to the available agent with the lowest idle queue priority value ranging from a low of 1 to a high of 7 e Ordered Bottom Up ACD routes each call to the available agent with the highest idle queue priority value ranging from a low of 1 to a high of 7 Enable Call Distribution
259. y for DIRN based call centers ID based call centers apply the AGID command s Agent Idle Queue Priority parameter Determines whether the station supports ACD Valid values are Y yes and N no Select Y for stations in an ACD call center Allows you to assign a directory number for an unassigned voice button on the station based on the station s associated button template This parameter 1s only available for port types that support phones with feature buttons Valid values are Y yes and N no If you select Y the system prompts you to define the following parameters e Line Select Button Number e Line Type e Voice Line Directory Number Allows you to assign a voice line for the station This parameter is only available for port types that support a phone without feature buttons Valid values are Y yes and N no If you select Y the system prompts you to define the following parameters e Line Type e Voice Line Directory Number Assigns a button template by number for the station This parameter is only available for port types that support phones with feature buttons 67 Chapter 5 Agents and Supervisors Station Parameter Class of Service Associates a Class of Service with the station Home ACD Pilot Number Assigns a specific pilot by number as the agent s home pilot Note The Agent ID s Home ACD Pilot Number parameter overrides this parameter The Agent ID parameter associates the home
260. you to define the following additional parameters e Unavailable Reason Code Table e Unavailable Reason Code Number e Time for Agent Unavailable Agent Work Allowed AWR Determine whether the pilot supports the Work feature Work enables an agent in the pilot to manually prevent their station from accepting more ACD calls It gives agents flexibility in managing their time Valid values are Y yes and N no When you select Y when creating a pilot the system also prompts you to define the following parameters e Time for Agent Work e Maximum Times Wrap Work Allowed You must change these parameters separately when modifying an existing pilot Maximum Times Wrap Work Defines the maximum number of consecutive times Allowed WPM that an agent can activate Work The system resets the Wrap Work count for an agent whenever they answer an incoming ACD call Valid values are 1 through 9 and U unlimited Aastra 2542 002 gt 259 Chapter 47 Work ACD Pilot Parameter Time for Agent Work WTV Unavailable Reason Code Number for Agent Work Unavailable Reason Code Number for Initial Agent Sign on Unavailable Reason Code Table for Agent Work 260 Defines the maximum amount of time an agent in the pilot can remain in the Work state Vae Work Time Setting Time from 5 Sets a specific maximum time to 600 seconds for Work Uses the value of the Time for Agent Work WTV parameter in the Class

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