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ACD Call Guide User Manual

1. SELECT COMMAND gt ACDC SELECT MODE PRINT DISPLAY UPDATE TITLES gt UPDATE MODE C Create M Modify D Delete gt C SELECT SUBCOMMAND OF Perscrnrrsr irse aa C gt CALL GUIDE NUMBER A U OF Tis ree oooo o s gt 10 ENTER TITLE x USER GROUP NUMBER T 1000 see ecne 600048 be 408 gt 1 Define Call Guide Parameters PARAMETER 1 TYPE I D RETURN end STEP 1 TYPE RETURN end or B LVS GROUP DE Piu is la all o IVS PHRASE GROUP OF Tirso ole WAIT TIME FOR IVS DEVICE SECONDS UNAVAILABLE IVS DEVICE STEP N NEXT DATA TO SPEAK OF Pess ale we CTGYAQT 52003 1 FORMAT TO SPEAK DATA OF Porron seak NUM AGENT AVAILABLE INTERRUP Y N or STEP 2 TYPE RETURN end or P o ocooooooooo gt SDAT TVG GROUP OE ea A A Kd a A OS oe So gt 12 IVS PHRASE GROUP DE Torrents a gt 1 WAIT TIME FOR IVS DEVICE SECONDS I 10 gt UNAVAILABLE IVS DEVICE STEP N NEXT or N gt DATE TO SPEAK OF Pisa aide Wwe Soe oo WG OS ew Oe ew a gt PLTEADS1 52003 1 FORMAT TO SPEAK DATA OF Pinesceesenenceeus DIG gt NUM AGENT AVAILABLE INTERRUP Xy Ny DE Perras Y gt
2. STEP TYPE i SPEAK IVS DATA TVS GROU Bes ii 12 PHRASE GROUP oooooooooo oo 1 IVS WAIT TIME 10 SECONDS IVS UNAVAILABLE STEP EXT DATA CTGYAOT 5200371 FORMA Tata NUMERIC AGENT INTERRUPT ooooo YE 2 SPEAK IVS DATA TVS CRUDA ete ies MS 12 PHRASE GROUP oooooooooo oo 1 IVS WAIT TIME 10 SECONDS IVS UNAVAILABLE STEP EXT DATA PLTEADS1 52003 1 FORMA Ticos le ak sch rene aiken NUMERIC AGENT INTERRUPT oo o YE 3 SPEAK IVS DATA TVS GROUP sic Sd bes eatin Soo Wee bh dis 12 PHRASE GROUP cresas ie ina ad L IVS WAIT TIME 10 SECONDS IVS UNAVAILABLE STEP NEX RETURN CONTINUES DISPLAY gt DATA its sed PLTEADS2 52003 1 FORMAT s ein NUMERIC DIGIT AGENT INTERRUPT oo YES 4 SPEAK IVS DATA DVS GROUP ier ve air tt Own 12 PHRASE GROUPS ca den eaea ten Daaa ei L IVS WAIT TIME 10 SECONDS IVS UNAVAILABLE STEP EX DATA PLTUSERI 52003 1 FORMA Tos dd NUMERIC AGENT INTERRUPT ooo YE 5 SPEAK IVS DATA TVS GROUP wats ia 12 PHRASE GROUP Lia ate L IVS WAIT TIME 10 SECONDS IVS UNAVAILABLE STEP NE DATA PLTUSER2 52003 1 FORMAT Mia ences es NUMERIC DIGIT AGENT INTERRUPT YE 6 SPEAK IVS DATA
3. Type C Call Guide The console displays CALL GUIDE NUMBE or gt Type the number of the existing call guide The console displays you will modify MODIFY TYPE RETURN end OF Poya gt Note Type A to see all of the assigned call guide numbers Type U to see all numbers still available for call guides Aastra 2545 004 7 Chapter I Call Guides Type the code for an operation After making any change to the call guide the console displays SA Show abbreviated call guide P Print call guide Replace a step Modify user group D Deleleastep Validate call guide Or Type the code to add delete or modify variables parameters or labels fv May imegrvarab Dv Mey desing vale ie da De ety ating cota st Moy sep bel Ne Map oo Remove a variable constant parameter or a label See Call Guide Design Principles Call Guide Parameters and the documentation for each intended step 8 Aastra 2545 004 ACD Call Guide User Manual Repeat step 6 until you have made all intended changes to the call guide Then press the lt Enter gt key Assign Call Guides to an ACD Pilot Use this procedure to assign call guides to an ACD pilot At the main Administrative Console command prompt Type ACD a Type the directory number for the pilot to modify Type the number for the user group associated w
4. Long fixed length beep recommended for an override warning tone Three fixed length tone recommended as a Zip Zip Zip tone Tone Duration The duration from 1 to 254 seconds of the Fixed value continuous tone the switch plays When the Pre defined constant value is 1 or no timing the switch plays a continuous tone indefinitely until the caller hangs up or someone at the destination answers System variable Pre defined function User defined constant User defined variable Note To support a variable Tone to Play parameter that represents a fixed length tone the Tone Duration value must be 0 or null Repeat Step A Repeat REPT call guide step indicates the end of a Do Repeat block which allows a call guide to repeat a set of steps before advancing to other steps When processing a Do step for the first time a switch sets a repeat counter for the Do Repeat block to 0 zero Upon reaching the Repeat step the switch increments the repeat counter by one from 0 to 1 1 to 2 and so on If the repeat counter matches the value of the Repeat step s Repeat Count parameter processing advances past the Do Repeat block to the next step in the call guide Otherwise processing returns to the beginning of the Do Repeat block the Do step and process all the steps from the Do to the Repeat again A Do Repeat block can contain up to 16 steps If a Do Repeat block contains more than 16 steps the switch performs error h
5. gt Type a number from 1 to 12 to indicate The console displays the TOD schedule to create or modify op PERIOD INFORMATION or or Return END gt Type a TOD period definition in the The console displays appropriate form See Call Route i TOD PERIOD INFORMATION or Scheduling Parameters for details or Return END gt Repeat step 14 until you have entered The console displays the entire TOD all TOD period entries for the TOD schedule followed by schedule DOES UPDATE VERIFY Press lt Enter gt Ooo O Type Y The system saves the TOD schedule The console displays TABLE CHANGE PERFORMED TOD TABLE ENTRY 1 12 or or Return END gt Repeat steps 13 through 16 until you have created as many as 12 TOD schedules for this pilot Press lt Enter gt The console displays CRS TRANSLATION en DOW DOY or Return END Day of Week DOW Type DOW Day of Week The console displays DAY OF WEEK or or Return END gt Type a Day of Week entry in the The console displays appropriate form See Call Route Scheduling Parameters for details DAY OF iis 4 or or Return E 3 Repeat step 19 until you have defined a The console displays the DOW s4 Aastra 2545 004 ACD Call Guide User Manual Day of Week entry for every day of the schedule followed by w
6. For example the string 11 is greater than 811 A switch always treats longer digit strings as greater than shorter digit strings the string 1001 is greater than the string 999 When comparing labels a switch compares the step number that the label represents not the label name Value 2 Identifies the second of the two values the Fixed value switch compares to determine if the If Pre defined constant step s condition is true or false Udri Note User defined variable System variable The Value 1 and Value 2 parameters must Pre defined function be the same parameter type Label Aastra 2545 004 gt 39 Chapter 2 Call Guide Steps and Commands Mark as Answered Step A Mark as Answered MANS call guide step causes the switch to treat the ACD call statistically as answered and handled Table 16 Mark As Answered Step Parameters Condition Defines conditions a switch applies before Condition Defines conditions a switch applies before e Fixed value value marking a call as answered User defined constant rapa aia _ System variable Unconditional The switch marks the Pre defined function call as answered regardless of any future status for the call Conditional The switch marks the call as answered if e The caller hangs up while the call guide is still processing the call The call guide performs a Disconnect Call step to end the call The switch records normal statistics for the call
7. 2 Disconnects the call from any announcements 3 Removes the call from call guide processing Aastra 2545 004 gt 3 Chapter 2 Call Guide Steps and Commands Do Step Else Step 4 Disconnects the call hangs up A Disconnect Call step has no parameters A Do DO call guide step indicates the beginning of a Do Repeat block which allows a call guide to repeat a set of steps before advancing to other steps When processing a Do step for the first time a switch sets a repeat counter for the Do Repeat block to 0 zero Upon reaching the Repeat step the switch increments the repeat counter by one from 0 to 1 1 to 2 and so on If the repeat counter matches the value of the Repeat step s Repeat Count parameter processing advances past the Do Repeat block to the next step in the call guide Otherwise processing returns to the beginning of the Do Repeat block the Do step and process all the steps from the Do to the Repeat again A Do Repeat block can contain up to 16 steps If a Do Repeat block contains more than 16 steps the switch performs error handling see Call Guide Error Handling Caution Using a Goto step to access a step within a Do Repeat block may have undesirable results See Repeat Step for more details A Do step has no parameters An Else ELSE call guide step used optionally in an If Else End If block defines conditional call processing in a call guide An If step compares two values
8. Then the system ends the call Error handling is still to be determined Example Call Guide Plan the at this time The following example shows a call guide plan based on the description of intended call guide functionality in Example Call Guide Description Variables CALLIN string with 1 digit valid digits are 1 2 user defined variable for caller input a digit or 3 CALCETA system variable for current wait time for a call Steps 1 SPHR Speak IVS Phrase Options 2 Get Digits Digit Collection Template 1 defines CALLIN variable 3 IF CALLIN 1 4 AGRP 1010 5 ENDF 6 IF CALLIN ll N 7 AGRP 1020 Aastra 2545 004 Chapter I Call Guides 8 ENDF 9 IF CALLIN 3 10 AGRP 1030 11 ELSE 12 GOTO Error Handling Section TBD 13 ENDF 14 IF CALCETA gt 60 15 GOTO 20 16 SPHR Speak IVS Phrase Your call is important will be answered in 17 SDAT Speak Data Current call wait time CALCETA 18 SPHR Speak IVS Phrase seconds 19 WAIT Music for up to 30 seconds 20 AGRP 2010 21 WAIT Music for up to 60 seconds 22 SPHR Speak IVS Phrase No agents available 23 DISC Disconnect call This call guide plan provides a good outline of the steps required to function according to the call guide description It does not however provide details for every paramete
9. Var2 INT Var3 Speak Announcement Step A Speak Announcement SANN call guide step acquires an announcement trunk from a specified group and connects a caller to an external interactive voice response IVR unit Because the connection is one way only the IVR unit plays an announcement to a caller but the caller cannot respond A Speak Announcement step using a Prefix Digit Table PDT can automatically send pilot number queue time or calling party number to a connected IVR Table 20 Speak Announcement Step Parameters Announcement Assigns the announcement trunk group by e Fixed value Trunk Group number to which the external IVR unit is e User defined constant associated Aastra 2545 004 gt 45 Chapter 2 Call Guide Steps and Commands Prefix Digit Table Assigns the PDT by number that contains Fixed value PDT the information that the switch sends to the Pre defined constant IVR If the value of this parameter is 0 the Speak Announcement step does not provide a pilot number queue time or calling party number to the associated IVR System variable Pre defined function User defined constant User defined variable Wait Time for Defines the duration that the system waits for Fixed value Announcement an announcement trunk to become available Pre defined constant Trunk Valid values include User defined constant cant System variable The duration of the wait in y seconds The default is ten secon
10. TVS CRU 12 PHRASE GROUP ooooooooooooo L IVS WAIT TIME 10 SECONDS IVS UNAVAILABLE STEP EX DATA PLTUSERI 52003 CORA Dti NUMERIC AGENT INTERRUPT o YE 7 SPEAK IVS DATA TVS GROUP a 12 PHRASE GROUP ooooooooooooo 5 IVS WAIT TIME 10 SECONDS IVS UNAVAILABLE STEP EXT DATA ito PLTUSER1 FORMA Titi act vce Soares a here NUMERIC AGENT INTERRUPT o YE 8 LAST RETURN CONTINUES DISPLAY gt DOES UPDATE VERIFY gt Y TABLE CHANGE PERFORMED CALL GUIDE 10 is Saved 110 Aastra 2545 004 Assign Values in an ACD Call Guide ACD Call Guide User Manual The following call guide assigns the OAI Controlled Call Guide System Variable values to local variables Note A Set SET call guide step initializes or changes a variable A Set step can define a variable with either a single operand or the result of a simple mathematical operation involving two operands Call Guide SELECT COMMAND gt acdc SELECT MODE PRINT DISPLAY UPDATE TITLES gt u UPDATE MODE C Cre
11. The switch activates overflow when the number of calls in queue exceeds this value The value of this parameter is a fixed selection in the call guide Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Aastra 2545 004 ACD Call Guide User Manual Agent Percentage A percentage from 1 to 99 that sets the Fixed value threshold that Agent Percentage Overflow User defined constant uses to activate overflow The switch activates overflow when the percentage of agents in the pilot who are signed on and available is less than this value Pre defined function User defined variable System variable Agent CallNet Super Group Step An Agent CallNet Super Group ASGP call guide step begins a grouping of either Agent Group steps or CallNet steps A switch treats all agent group pilots or CallNet pilots between the Agent CallNet Super Group step and an End Agent CallNet Super Group ENDA step as a single large group In this way the switch combines agent group pilots or CallNet pilots to create larger groups super groups When the system processes an Agent CallNet Super Group step it queues the involved call to all of the agent group pilots or CallNet pilots that are part of the super group It then selects the agent who has been idle longes
12. Time queue before being answered by an ACD agent Average Call The average length of Overflow time that a call remains in Time queue for this pilot before the switch routes it to an overflow pilot Adjustment for A number of seconds from or 0 to 127 Fixed value Average Time that sets the threshold for the statistic that Pre defined constant Dynamic Waiting uses to determine when to end the wait time User defined constant User defined variable System variable Pre defined function Aastra 2545 004 57 Parameter Wait Time Wait Tone Chapter 2 Call Guide Steps and Commands Function include 1 255 The duration of the wait in seconds The system will not wait at all it immediately proceeds to the next call guide step 1 Indicates no timing the switch waits indefinitely Selects whether the switch plays silence a ringback tone or music to the caller during the wait period fo snme Music Parameter Types Allowed Defines a specific wait time Valid values Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Fixed value User defined constant User defined variable System variable Pre defined function Aastra 2545 004 ACD Call Guide User Manual Chapter 3 Call Guide Parameters Each call guide step typically contains parameters that affect the operation of the step The system consoles for
13. example the number does not exist it plays a reorder tone to the caller and ends Pre defined function the call after reaching a system time limit User defined variable System variable Note Off switch numbers and some other special numbers require an appropriate access code to select the dialing level and prefix digits to define the type of dialed number For example the destination number may need to begin with 9 to access off switch dialing Get Digits Step A Get Digits GDGT call guide step initiates the collection of one or more digits from a caller and passes the collected digits to a variable Collected digits can be either a digit string or an integer The system passes each digit string such as an account number or pass code directly to a string variable The system converts digits that represent an integer value such as a monetary value and passes them to an integer variable An End Get Digits step must always follow a Get Digits step The following steps however can occur between a Get Digits and End Digits step e Speak IVS Phrase with the same IVS group as the Get Digits step e Speak IVS Data with the same IVS group as the Get Digits step e If Else End If e Announcement Pause e Set The system groups all steps between a Get Digits and End Digits steps playing them as a single prompt announcement after it begins collecting digits Note An Administrative Console does not prompt for an IVS gro
14. system will proceed if no announcement trunk becomes available within the wait time This parameter can specify either a step number a step label or Next Next instructs the system to execute the call guide step that immediately follows the Connect IVR step Fixed value User defined constant Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Label Aastra 2545 004 ACD Call Guide User Manual Agent Interrupt Enables or disables interruption of the Fixed value IVR unit when an agent becomes Pre defined constant available to answer the call User defined constant User defined variable System variable Pre defined function CPN ANI Routing Step A CPN ANI Routing CART call guide step notifies an external application that the switch is processing a call It also passes the Calling Party Number CPN and Automatic Number Identification ANI information for the call to the application The switch uses an Open Application Interface OAI channel to communicate with the external application Based on the information it gets from the switch the external application can either route the call to another destination or allow
15. 107 xi Proprietary and Contents Section AASTRA xii Aastra 2545 004 ACD Call Guide User Manual About This Publication This publication provides technical information that e Defines call guide e Describes the role of call guides in Automatic Call Distribution ACD e Explains the functions of the call guide commands e Lists call guide design principles e Provides procedures to develop and modify call guides Audience This publication provides assistance to Aastra Inc customers who develop call guides as part of administering and supporting ACD Publication Organization This manual contains the following chapters Chapter 1 Call Guides Describes the function of call guides and provides detailed call guide design principles It includes procedures to create and modify call guides in a PointSpan switch database Chapter 2 Call Guide Steps and Explains the function of every ACD call guide Commands command Chapter 3 Call Guide Parameters Explains how call guides use parameters in their functions and describes the different types of call guide parameters Chapter 4 Digit Collection Explains the digit collection templates used by Get Digits steps It includes procedures to create and modify digit collection templates Chapter 5 Call Route Scheduling Describes the Call Route Scheduling feature which automatically activates different call guides at different times of day days of the week or days of
16. 94 Processing Error is Too Severe for Error Handling 95 Chapter 7 Manual Overflow comooomnssoccoroccorocoroccocconconococroncccccccanocccoroccorcccarcncconocccronconos 97 Chapter 8 OAI Controlled Call Guide System Variables ooomomms 99 DV EL VIEW oie casec eves RR ER 99 OAI Controlled Call Guide System Variables ccccccesscecseeceeseeeaceceeeeecseeeenaeceeaeeeeaes 99 UPDATE_VARIABLE ARC Messag ococccoccconcnoncconoconoconncanccnnncnnnnnnn non conan cnn ncnn non nnons 99 Variable Descrip datos 100 OAI Controlled Call Guide System Variables in a Call Guide ooonnconnnnncnnnnnnnnnncnnnnno 102 Specify the ACD Pilot for an OAI Controlled Call Guide System Variable 103 Use an OAI Application to Update an OAI Controlled Call Guide System Variable 103 Process for OAI Controlled System Variable Updates ooooonnccnoninocinoconacnnncncnnncnnnos 103 vii Aastra 2545 004 ACD Call Guide User Manual Message Contes sica Artic 104 Data Expiration Time ProcessiOB oconcnnncnnnnnnoccnnncnonoconaconaconccnnccnnncnnncnnn cra nrna cra cra 105 Call Guide Read of an Expired OAI Controlled Call Guide System Variable 106 OAI Update of an Expired OAI Controlled Call Guide System Variable 106 Expired Valles iii A A 106 Initialization and Recovery for OAI Controlled Call Guide System Variables 107 ECS Cold Initialization se iro rd asta 107 ECS Warm Stata ictus 107 ECS Swi
17. Agent Group Pilot Identifies an agent group pilot to handle Fixed Value ACD calls The value of this parameter must be an existing pilot directory number The system console will notify you if you select an ACD pilot number that is not in the switch database Agent Group Pilot Defines by number the user group Fixed value User Group associated with the agent group pilot A User defined constant unique combination of a user group number and directory number reference each agent group pilot Priority Defines a priority level from 0 to 7 for any Fixed value call to Pre defined constant the pilot that gets placed in queue The switch routes the call in queue with the highest priority level to an agent before routing other calls The switch ignores System variable priority queuing for all calls with an Pre defined function unspecified or negative priority level User defined constant User defined variable A pilot group can receive calls of different priority levels from different steering pilots For example calls from a steering pilot for sales may get higher priority than calls from a steering pilot for information 4 Aastra 2545 004 ACD Call Guide User Manual Overflow Type Defines call overflow The value of this parameter is a fixed selection in the No overflow restriction Dynamic Overflow occurs as Overflow defined by the Dynamic Overflow Type parameter modified by the Adjustment for Average Time
18. CPN number type for the call s originator or a transferred party The calling party number CPN digits for the call s originator or a transferred party The calling party number CPN information digits for the call s originator or a transferred party User Data 1 for the call s originator or a transferred party 63 Chapter 3 Call Guide Parameters DNISNUM Digit Read only String The Dialed Number Identification Service DNIS number for the call DNISDEST Digit Read only The DNIS destination String number for the call PILOT Digit Read only The directory number for String the called pilot Read only Read only Read only PILOTQUE AGRPQUE AGRPNSA AGRPNAA Pilot Directory Number optional Pilot User Group optional Agent Group Pilot Number optional Agent Group Pilot User Group optional Agent Group Pilot Number optional Agent Group Pilot User Group optional Agent Group Pilot Number optional Agent Group Pilot User Group optional Read only The user group associated with the called pilot The current queue depth for the specified pilot The current queue depth for the specified agent group pilot The current number of agents signed on for the specified agent group pilot The current number of agents available to answer calls for the specified agent group pilot Aastra 2545 004 ACD Call Guide User Manual AGRPNTA Agent Integer Read o
19. IVS Group Assigns an IVS group by number to play e Fixed value the pause e User defined constant e Phrase Duration Defines the length of the pause from ten Fixed value milliseconds to ten minutes in millisecond User defined constant increments rounded to the nearest ten milliseconds For example a value of 1000 indicates a pause of one second and a value User defined variable System variable of 502 indicates a one half second pause Pre defined function Agent Available When this option is enabled the system can Fixed value Interrupt interrupt the silent pause to route the call to Pre defined constant an available agent Otherwise when this option is not enabled the system must complete the silence for its entire phrase duration before routing the call to an System variable available agent By default the system Pre defined function enables this option User defined constant User defined variable Note If the system cannot process an Announcement Pause step because no IVC device is available or for any other reason it immediately skips the step and processes the next step in the call guide It does not perform error handling Branch to Call Guide Step A Branch to Call Guide BRCG step transfers call guide processing from the currently active call guide to another call guide Processing continues at the beginning of the call guide to which branching directs it To branch to another call guide but return to a s
20. Queue queu Selection selt Shelf shel Slot slot Star star Supervisor supv To to Voice mail vmal When when Will be wlbe Transferred xfer Extension xtsn Your your Your call yrel ACD Call Guide User Manual A Speak Broadcast Message SBRO call guide step connects a caller to a broadcast trunk which plays a message to the caller for a duration specified by the broadcast trunk Aastra 2545 004 51 Chapter 2 Call Guide Steps and Commands group Because the connection is one way only the broadcast trunk plays a message to a caller but the caller cannot respond Table 22 Speak Broadcast Message Step Broadcast Trunk Assigns the broadcast trunk group by e Fixed value Group number e User defined constant o Unavailable Defines a call guide step to which the system Fixed value Broadcast Trunk will proceed if no broadcast trunk is Pre defined constant Step immediately available Because an unavailable broadcast trunk either does not exist or is in a Maintenance Out of Service MOS state the system does not wait for it System variable to become available This parameter can Pre defined function specify either a step number a step label or Next Next instructs the system to execute the call guide step that immediately follows the Speak Broadcast Message step User defined constant User defined variable Agent Interrupt Enables or disables interruption of the F
21. TELECOM Initial release of this publication North America Supports PointSpan version 3 0 Technical Publications Aastra 2545 004 ACD Call Guide User Manual Table of Contents A Edition August 2006 c cccccscsccscsccescsccsscsscsscssescsssessessesssssesesssssssssssssssteseseeses iii Contact Information lt iii lirio io adela inicien dai tetas 111 What to Expect when Contacting Company cccccccessceeseeceeeeceeeeeeseeeeaeceeaeeenaees 111 Trademarks and Acknowledgement ocoooccnoccnococococonoconcconncnnncnnnnnna nono nonnncnn nono nccnnccnnc ns 111 Revision HIStory sis isoset tepic laicidad gh ia daes iv About This Publication csccsscsscsscsscssssssssssscsscsesseneessssssessessesscssesssessesssseneesesssseseesoes xiii AUDIENCIA E ine eater xiii Publication Organization eseon a a a EN Ra E AR ioa xiii Conventions Used In This Publicati0N ocoonncccnnncccnonocononcnnnnnonononononacnnnnccnnncocnncncnnos xiv References aclara xv Chapter 1 CallGU AES seisescicccscecsdeconssovsiessscsseccsossdesonacssenceesscesouscevesncssscesecodsvesceesduessesesseseseseats 1 ONE BATEA Wii T T 1 Call Guide Design Principles reteo lt ie 1 A RON 1 Example Call Guide Description oooooonocnnccconcconnnonnnonanonnona nono ncon coronan naconccnnncnnnannos 3 Example Call Guids Planner t E a 3 Create d Call GUIAS ia 4 Initial Conditions miei latido 4 Modify a Call Guide iii eet 6 Assign Call Guides to an
22. annunciator annunciator message followed by message DOES UPDATE VERIFY 48 Aastra 2545 004 ACD Call Guide User Manual NES Type Y The system saves the new message Annunciator Message Components Each annunciator message contains one or more components The system plays each component in sequential order to generate a complete message Each component can be one of the following e A word representing a fixed audio phrase see Annunciator Phrases for a complete list of phrases and the abbreviations the administrative console uses to identify them e A pause in milliseconds Through the administrative console define a pause in the form P xx where xx is the length of the delay in milliseconds For example type P 15 to insert a delay of 15 milliseconds in the message e A digit string Through the administrative console define a string of digits in the form D xx where xx is the length of the digit string up to 15 digits The system combines the components sequentially to generate a complete annunciator message For example the components YRCL WLBE NSRD WHEN LNIS AVLB generate the message Your call will be answered when a line is available Note The possible annunciator messages that the system can generate are limited To increase the flexibility and options for messaging consider implementing the Integrated Voice Services capability of PointSpan switches See the PointSpan IVC Card F
23. available Valid Pre defined constant values include User defined constant ae System variable The duration of the wait in y seconds The default is ten seconds Pre defined function The system will not wait for an available device it immediately proceeds to the call guide step when no IVC group is available Indicates no timing the system waits indefinitely for an IVC device to be available Unavailable IVS Defines a call guide step to which the system Fixed value Device Step will proceed if no IVC device becomes Pre defined constant available within the wait time This parameter can specify either a step number a step label or Next Next instructs the system to execute the call guide step that System variable immediately follows the End Get Digits step Pre defined function Label Data to Speak Defines the data phrase to be translated into Fixed value audio Pre defined constant User defined constant Pre defined constant User defined variable User defined variable System variable Pre defined function Aastra 2545 004 gt 53 Chapter 2 Call Guide Steps and Commands Speak IVS Phrase Step A Speak IVS Phrase SPHR call guide step plays a phrase from an IVC device to a connected caller An IVS phrase can provide speech tones music or other forms of audio Many third party recording applications allow you to create phrases for your call center To make phrases available for inclusion in a c
24. be received for each individual ACD pilot There is no mechanism available to set all pilots to a value based on a single UPDATE_VARIABLE ARC The default value is zero until an UPDATE_VARIABLE ARC message is received from an OAI application If an OAI application does not issue an UPDATE_VARIABLE ARC for a specific ACD pilot then the value of PLTEADS1 for the ACD pilot remains zero An UPDATE_VARIABLE ARC message must be received for each individual ACD pilot There is no mechanism available to set PLTEADS1 for all pilots to a value based on a single UPDATE_VARIABLE ARC Aastra 2545 004 ACD Call Guide User Manual PLTEADS2 pilot user group Pilot 2 Variable for Aastra Applications PLTUSER1 pilot user group Pilot 1 Variable for 3 Party User applications PLTUSER2 pilot user group Pilot 2 Variable for 3 Party User applications Aastra 2545 004 A 16 byte TBCD digit read only variable that can contain up to 30 TBCD digits It is a generic system variable available for each ACD pilot The contents of PLTEADS2 cannot be changed from an ACD Call Guide It can only be modified by an OAI application using the UPDATE_VARIABLE ARC message This variable is intended for use by Aastra applications only The OAI interface to update this variable is not published to 3 party application developers A four byte signed integer read only variable It is a generic system variable available
25. call guide A Call Guide Return step does not remove a call that has already been queued to agent groups or CallNet groups A De queue step immediately before the Call Guide Return step however removes a call from agent group or CallNet group queues allowing the called call guide to queue calls to different groups A call guide can contain any number of Call Guide Return steps which can provide conditional exits or a last step If a switch processes a Call Guide Return step in a call guide that it did not access through a Call Guide Call step it performs error handling See Call Guide Error Aastra 2545 004 gt 2 Chapter 2 Call Guide Steps and Commands Handling for more information As a simple resolution the error handling section can return processing to the step immediately following the Call Guide Return step After a switch processes a Call Guide Return step it releases any memory it allocated for the variables in the called call guide A Call Guide Return step has no parameters CallNet Step 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 defines the CallNet overflow destination CallNet enables a switch to overflow calls to one or more remote switches while maintaining calls in queue for agents on the local switch Table 8 CallNet Step Parameters Satell
26. co tuek Paposed Action column In a step action result table Type SPAR contains an instruction Provides information to tant help you avoid possible Caution damage to hardware or a ae E Use case sensitive system crash without data commands to keep from xiv Aastra 2545 004 happen References The following publications provide related information In a step action result table contains anything important that the action causes to ACD Call Guide User Manual Result column The console displays the new parameter values Publication Number 2470 nnn 2471 nnn Centergy Server Operations and Maintenance manual 2489 nnn IVC Card Features and Support Centergy Supervisor Guide 2494 nnn PointSpan System Operations manual 2498 nnn PointSpan System Description manual 2503 nnn Centergy Administrator Guide 2506 nnn Centergy Reports Guide 2512 nnn PointSpan Station Database Procedures manual Aastra 2545 004 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 s
27. defined constant information to the external application This parameter can specify either a step number a step label or Next Next System variable instructs the system to execute the call Pre defined function guide step that immediately follows the Label CPN ANI Routing step User defined variable De queue Call Step A De queue Call DQUE call guide step removes the call being processed from one of the following e The queue for a single agent group pilot where agents are local to the switch e The queue for a single CallNet Satellite Directory Group SDGP where agents are supported by a remote switch e The queues for all of the agent group pilots and CallNet groups in the current call guide e The queues for all agent group pilots and CallNet groups to which the call is queued including queuing by other call guides After removing a call from queues the switch continues processing the call either offering the call to other agent groups playing announcements requesting that the caller leave a message or otherwise handling the call 30 Aastra 2545 004 ACD Call Guide User Manual Table 11 DeQueue Call Step Parameters Group Selection Identifies the group of agents from which The value of this parameter the switch will remove the call from queue is a fixed selection in the call The available values for this parameter are guide e The queue for a single agent group pilot as identified in th
28. digit collection template The steps of each call guide determine its exact prerequisites For details see the documentation for each intended step At the main Administrative Console The console displays command prompt Type ACDC ECT COMMAND gt ACDC S SELECT MODE PRINT DISPLAY UE E TITLES gt T U nsole displays E MODE C Create M Modify Del console displays GUIDE NUMBE ER TITLE console displays ER GROUP gt Type an appropriate user group number The console displays for this call guide Define Call Guide Parameters PARAMETER 1 TYPE Return END or Aastra 2545 004 5 Chapter 1 Call Guides Enter appropriate og iter aphiopdareintommenon te deine Ao eea to define all of the parameters and variables that this call guide will need See Call Guide Parameters Press lt Enter gt Define appropriate call guide steps in an order that supports your call guide design requirements See Call Guide Design Principles and the documentation for each intended step Press lt Enter gt Type Y e If you type N the system will not save the call guide Even if the call guide is not complete or 100 accurate saving 1t makes it available for future edits see Modify a Call Guide If you do not save the call gu
29. e e a ow ou gt 1 WAIT TIME FOR IVS DEVICE SECONDS I 10 gt UNAVAILABLE IVS DEVICE STEP N NEXT or N gt DATA TO SPEAK OF Pewee eS RAG HREM Y da A gt PLTUSERI1 52003 FORMAT TO SPEAK DATA OF T roms o oooomo o DIG gt NUM AGENT AVAILABLE INTERRUP Yi ON DE Me wea eld Y gt STEP 7 TYPE RETURN end OF T sro o ooo o os gt SDAT IVS GROUP Of Peres wee Oe Se ee EE EL RA gt 12 LVS PHRASE GROUP OF Pies ean ecbe se ee ae ee ea ave gt 1 Aastra 2545 004 109 Chapter 8 OAI Controlled Call Guide System Variables WAIT TIME FOR IVS DEVICE SECONDS I 10 gt UNAVAILABLE IVS DEVICE STEP N NEXT or N gt DATATO SERRA Oe a Ew er ee ee RAS gt PLTUSER FORMAT TO SPEAK DATA or Try dut oie ka e ei DIG gt NUM AGENT AVAILABLE INTERRUPT Y N or Y gt STEP 8 TYPE RETURN end or 2ce0 gt MODIFY TYPE RETURN 6 d OF Toon a eG cee gt VERIFY DISPLAY CALL GUIDE 10 USER GROUP 1 CALL CENTER 1 01 12 05 11 15 45 CALL GUIDE iw EFINITIONS xxx CALL GUIDE STEPS
30. from a steering pilot for information Controls whether the CallNet step transmits Automatic Number Identification AND and Calling Party Number CPN information to the destination Valid values are Y yes or N no See ANI and CPN Transmission to CallNet Destination Defines call overflow None No overflow restriction Dynamic Overflow occurs as Overflow defined by the Dynamic Overflow Type parameter modified by the Adjustment for Average Time value Queue Depth Overflow Overflow occurs only 1f the number of calls in queue for a pilot exceeds the value of the Queue Depth parameter Fixed value pre defined constant user defined constant user defined variable system variable pre defined function Fixed value The value of this parameter is a fixed selection in the call guide 23 Chapter 2 Call Guide Steps and Commands Dynamic Overflow Defines dynamic call overflow The value of this parameter Type Overflow occurs only when the selected is a fixed selection in the call statistic exceeds the duration of the guide Adjustment for Average Time parameter Average Call The average time after Abandon which a caller hangs up Time before an agent answers This average excludes all calls that callers end before the short abandon threshold Average Call The average length of Queue time that a call remains Duration in queue before the switch routes the call to an available age
31. guide or guides will support See Example Call Guide Description Based on the call guide description plan the steps for each call guide See Example Call Guide Plan Your goal is to fully understand what each call guide will do before coding it on the switch Apply a logical call flow Ensure that each step in the order given performs in a way matching the call guide description Evaluate the scope of your call guide plan A single call guide cannot exceed 255 steps If the plan involves more than 255 actions your system needs more than one call guide Use Branch to Call Guide Call Guide Call and Call Guide Return steps to transfer processing from one call guide to another A PointSpan switch database can maintain thousands of call guides Apply modularization Use separate modular call guides to contain the steps for processes that occur more than once End each modular call guide with a Call Guide Return step Other call guides can use a Call Guide Call step to access a modular call Chapter 1 Call Guides guide The Call Guide Return step in a modular call guide returns processing to the calling call guide For example a call center may play the same message when a call first enters the system and whenever the system transfers a call to another pilot A modular call guide can contain all of the Speak IVS Phrase and Speak IVS Data steps that play that message Other call guides can call the modular call guide to play the mess
32. is determined The requested variable is set to expired for all other pilots in the Call Center AMRM is returned to the OAI application indicating the update was completed and the previous data had expired e Ifthe data has not expired The value of the requested variable for the specified pilot is set to the value indicated in the UPDATE_VARIABLE ARC The expiration time for the variable is updated for the Call Center of the pilot requested in the ARC AMRM is returned to the OAI application indicating the update was completed and the previous data had not expired Expired Values The expired value for integer and TBCD variables are as follows Table 38 Expired Values Expired Variable Type 2147483648 0x80000000 TBCD TBCD digit string HHHHHHRP OxCCCCCCCC 106 Aastra 2545 004 ACD Call Guide User Manual Initialization and Recovery for OAI Controlled Call Guide System Variables ECS Cold Initialization All OAI Controlled Call Guide System Variables are initialized at ECS Cold Start Table 39 Value at ECS Coldstart Variable Type Value Set at Initialization Signed Integer variables 2147483648 0x80000000 TBCD Digit variables HHH OxCCCCCCCC ECS Warm Start The system maintains the current contents of all OAI Controlled Call Guide System Variables during the ECS warm start process Each variable is checked to determine if the data expired during the ECS Warm sta
33. it receives the second phrase The switch proceeds to another call guide step after an IVC device finishes playing all the collected phrases data and pauses If an IVC device fails to play any of the collected phrases data or pauses the switch skips to the alternate call guide step that Speak IVS Phrase and Speak IVS Data steps define for times when an IVC device is unavailable Caution Be careful when changing variables with a Set step A Set step within a group of sequential steps that share a common phrase group can change variables that previous steps in the group use For example a Set step can change a system variable that a preceding Speak IVS Phrase step uses to define the phrase identifier Because the system Aastra 2545 004 55 Chapter 2 Call Guide Steps and Commands does not play phrases until it processes all the steps in the group the Set step could cause the Speak IVS Phrase step to refer to an incorrect or invalid phrase Wait Step A Wait WAIT call guide step inserts a delay before call guide processing continues to the next step Examples include e A Wait between two Speak Announcement steps provides a reasonable delay between messages to a caller e A Wait after processing routes a call to an agent group queue allows time for an agent to become available to answer the call e A Wait before a last step such as a Forward Call or Disconnect Call step allows a final chance for more desirable call
34. must support the type of digits being collected as defined in the digit collection template Integer Variable Integer Constant Digit String Variable Digit String Constant Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Label Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Label Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Aastra 2545 004 ACD Call Guide User Manual Goto Step A Goto GOTO call guide step redirects processing to another specific call guide step Typically a switch processes the steps in a call guide in sequential order A Goto step interrupts sequential processing When used with If steps a Goto step allows a call guide to include conditional blocks using the Goto to bypass certain steps In such structures a Goto step typically redirects processing to a step that occurs later in the call guide A Goto step can also return to a previous step in a call guide creating a loop A Do Repeat block however is typically better for such recursive processing Unlike a Do Repeat block Goto offers no means to exit the loop without conditional If statements that allow processing to cont
35. number changes Aastra 2545 004 ACD Call Guide User Manual Label Names You assign each label a unique name such as Labell Each label name can be up to eight characters long beginning with an alphabetic letter A to Z The system reserves some names for system variables pre defined constants and pre defined functions You can not use these reserved names as label names The system reserves the ERROR label to designate a special section of steps in a call guide to be executed when an error occurs during call guide processing See Call Guide Error Handling The system also reserves Null as a pre defined constant name See the following for other reserved names e System Variable Call Guide Parameters e Pre defined Function Call Guide Parameters User Data The term user data refers to information that a switch exchanges to or from Open Application Interface OAI applications integrated voice response IVR units or other external systems Each user defines the format and meaning of user data for their system PointSpan switches do not apply user data in any processing they merely pass such data to other systems User data often contains call characteristics obtained by an external IVR unit A PointSpan switch collects user data from an IVR unit as dual tone multi frequency DTMF digits A switch uses an Application Resource Call ARC transfer message to collect user data from an OAI application Regardless of
36. or or Return END gt Aastra 2545 004 gt 85 Chapter 5 Call Route Scheduling Repeat steps 27 and 28 until you have defined all of the exception dates and the corresponding treatments for each 10 Press lt Enter gt The console displays the complete DOY schedule followed by OES UPDATE ERIFY gt Type Y The system saves the DOY schedule Ending Conditions The ACD steering pilot includes Call Route Scheduling tables Table 31 shows ACD pilot parameters that control the Call Route Scheduling capability for a specific ACD steering pilot Table 31 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 TOD Table Entry Selects the number of a Time of Day schedule for the pilot from 1 to 12 86 Aastra 2545 004 ACD Call Guide User Manual Call Route Scheduling Description Parameter 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
37. processing does not assume any defaults for omitted information If an invalid ACD Pilot is identified bad directory number or user group then call processing returns a MRM to the OAI application indicating an invalid Pilot was specified Variable Name An OAI Controlled Call Guide System Variable is specified by its ASCII name The valid variable names CTGYAQT PLTEADS1 PLTEADS2 PLTUSER1 PLTUSER2 If one of these names is not specified then a MRM is returned to the OAI application indicating an invalid variable name was received Data Expiration Time The data expiration time indicates how long in seconds the data value for the specified variable in the message is considered valid An expiration time of zero indicates the data does not expire The data expiration time received affects the data expiration for all variables of the same type CTGY AQT PLTEADS1 PLTEADS 2 PLTUSER1 or PLTUSER2 for each pilot in the same Call Center as the pilot being updated by the UPDATE_VARIABLE ARC The data expiration time is updated each time a UPDATE_VARIABLE ARC is processed The last UPDATE_VARIABLE ARC received is the current value If the expiration time is non zero then call processing expects the data will be updated by the OAI application within the specified time 104 Aastra 2545 004 ACD Call Guide User Manual Variable Value The Variable value passed in the message is validated and stored in the specified system
38. s current String queue depth from 0 to 65535 for the pilot to which a call is queued CALCETA Digit Read only Returns the current String estimated time until answer from 0 to 65535 seconds for a call in queue CALIQUE Digit Read only Returns the pilot queue String depth from 0 to 65535 when a call first queues at a pilot CALIETA Digit Read only Returns the estimated time String until answer from 0 to 65535 seconds when a call first queues at a pilot Some parameters provide a default value For example the pilot queue depth PILOTQUE variable includes parameters that identify a pilot directory number and user group If not otherwise defined these identify the called pilot and the call pilot s user group Table 28 describes parameters for system variables Table 28 Parameters for System Variables Party Specifies a party involved in the call Call s originator 6 Aastra 2545 004 ACD Call Guide User Manual a a aaa party party receiving a call transferred by the originator Pilot Directory Number A pilot directory number from one to five digits The value defaults to the called pilot s directory number Pilot User Group A pilot user group from 1 to 1000 The value defaults to the user group associated with the called pilot Agent Group Pilot Directory An agent group pilot directory number from one to Number five digits The value defaults to the called pilot s directory number Agent G
39. 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 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 destinations 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 Aastra 2545 004 25 Chapter 2 Call Guide Steps and Commands The Percentage for Calls to Interflow PCD 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 bec
40. the source a switch replaces the calling party number for the call with the user data It stores the user data in a field up to 15 digits long and ina USRDATA1 system variable for use in call guides Because the user data replaces the calling party number it is available for any of the following e Display on customer phones e Transfer to OAI applications e Outpulsing to an IVR unit as DTMF digits e Recording in a call detail record CDR e Outpulsing to outgoing trunks A call guide can pass the USRDATAI variable to other call guides A call guide can also change the value of the USRDATA 1 variable Note Changing the USERDATAI variable also changes the calling party number for a call Aastra 2545 004 gt 69 Chapter 3 Call Guide Parameters AASTRA 70 Aastra 2545 004 ACD Call Guide User Manual Chapter 4 Digit Collection The collection of input from callers usually in the form of dual tone multi frequency DTMF digits is a primary capability of Integrated Voice Services IVS Digit collection 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 Different Get Digits steps can share the same digit collection template Create a Digit Collection Template Use this procedure to create a digit collection template At the main Administrative Console The console displays c
41. the year to support anticipated changes in call center activity It includes procedures to implement and control the feature Chapter 6 Call Guide Error Handling Describes the use of a special section in a call guide that the system only processes when a call guide processing error occurs Aastra 2545 004 gt xii About This Publication Chapter 7 Manual Overflow Describes the ACD manual overflow feature and special considerations for call guides Chapter 8 OAI Controlled Call Guide Describes the AQT to PointSpan feature with System Variables OAI Controlled Call Guide System Variables Conventions Used In This Publication This manual uses the following publication 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 Building Ports command sample Courier Example of output that a Enter Password system displays Username Horizontal Ellipses Horizontal line omissions in a command sequence Vertical Ellipses Vertical line omissions in a command sequence Provides supplemental information The prompt may not display Uh sac loss i destroying Provides information to Marning ensure that you avoid A arning danger death or permanent damage to a system
42. 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 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 Maximum Number of Digits Defines the maximum number of digits that the 74 Aastra 2545 004 ACD Call Guide User Manual 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
43. 0 and 6000 Later a supervisor can cancel manual overflow to queue calls again to pilot 3000 Aastra 2545 004 97 Chapter 7 Manual Overflow 98 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 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 Aastra 2545 004 ACD Call Guide User Manual Chapter 8 OAI Controlled Call Guide System Variables Overview PointSpan Version 3 4 F offers the new AQT to PointSpan feature that enables Centergy Reporting to send the average queue time AQT for selected pilots to the PointSpan switch utilizing the OAI interface New OAI Controlled Call Guide System Variables for AQT are accessed through the ACD call guide The AQT to PointSpan feature requires PointSpan Version 3 4 F and Centergy Reporting 1 7 OAI Controlled Call Guide System V
44. 5 004 ACD Call Guide User Manual Unavailable IVS Defines a call guide step to which the system Fixed value Device Step will proceed if no IVC device becomes Pre defined constant available within the wait time This parameter can specify either a step number a step label or Next Next instructs the system to execute the call guide step that System variable immediately follows the Speak IVS Phrase Pre defined function User defined constant User defined variable step Label Agent Interrupt Enables or disables interruption of an Fixed value announcement or phrase in progress when an Pre defined constant agent becomes available to answer the call User defined constant User defined variable System variable Pre defined function Special Handling of IVS Phrases Data and Pauses During call guide processing a PointSpan switch groups the following steps when they are sequential and use the same IVS group e Announcement Pause step e Goto step e If Else End If steps e Set step e Speak IVS Data step e Speak IVS Phrase step A switch stops grouping steps whenever it encounters any other step or one of these steps with a different phrase group To prevent possible delays between phrases a switch collects all phrases data and pauses for sequential steps that share a common phrase group before instructing an IVC device to play them Without grouping an IVC device could complete the first of two related phrases before
45. ACD Call Guide DIS DPI IATA User Manual anna oe rrr verre saa Third Edition 2545 004 Pointspan Proprietary and Contents Section AASTRA ii Aastra 2545 004 ACD Call Guide User Manual 4 Edition August 2006 Copyright 2006 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 product support is not available through th
46. ACD Pilot ceccccececsscceeseecsecceceneeceseceesaeceeaeeceeeeeaueceeaaeensnees 9 Chapter 2 Call Guide Steps and Commands cssccsssscsscssssscssscescrsccessenseseesesssseneesoes 11 A GENE Group SLED nee tees ON 13 Agent CallNet Super Group Step ecceccceeeccessseceeneeceeeeecseeeeaecseaeeceeeeeaecseaaeceeneeceeeesas 17 Alarm terca lp idilio iii ta 17 Announcement Pause elias 18 Branch to Call Guide MteDiuiiiiit A eE RA e RE eie 18 Aastra 2545 004 v Proprietary and Contents Section vi Call Guide Cali AA a 20 CalliGuide Return Step cicatrices da da E E none 21 CallNet tepic aliado 22 ANI and CPN Transmission to CallNet Destination oooonoconocononnconnnonncnoncnancnnncnnnonnccnacns 25 Effect of CallNet Super Groups on ANI Transmission cooccnncccnnncnoncnoncnoncnonacnacns 25 System Variables that Support Sending ANI and CPN to CallNet Destinations 26 Enable Satellite Directory Group to Support ACD CallNet Calls oonconnnninnnnnnoccconccns 26 Connect IVR Step il ica 27 EPN ANT Routine epoca daa 29 De queus Call Stein clasico risas ablotis eb nth case diel teeta edie LIE 30 Disconnect CalliSt p cuidar 31 DO PP renee eee E ET err hi terrer re ore errpn reper eters eerererrtrcrs 32 ISG PP dh Ane teak heey le ias da te diia 32 End Agent CallNet Super Group Step ocoooconoccnoccnonoconaconaconccnnncnnnnnnnnnnnnonn conan cnn n cnn ncrnnccnnc ns 32 End GetDiglts Step isiiidrsinsliis o iacsth yd decadben e
47. CD pilot to The console displays modify USER GROUP gt 82 Aastra 2545 004 ACD Call Guide User Manual Type the number of the user group The console displays associated with the ACD pilot Specify ACD Field to Modify or or gt 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 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 The console displays CHANGE ACD CONTROL INFORMATION Y N The console displays CRS TRANSLATION ee DOW DOY or Return END Go to Step 12 ee 11 Type Y The console displays TABLE CHANGE PERFORMED CRS eager aes DOW DOY or Return EN A Go to the TOD procedure A Aastra 2545 004 83 Chapter 5 Call Route Scheduling Time of Day TOD Type TOD Time of Day The console displays TOD TABLE ENTRY 1 12 or or Return END
48. D 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 NON HOL DOW gt 11 12 TOD 3 12 26 CG 3 78 Aastra 2545 004 ACD Call Guide User Manual DOY ROUTING TRANSLATION 1141111411111 a2 22222222 2 3 3 1234567890123 4567890123456789 01 Z H DW wW K Soe E eee eae QAGHVAE VZOHMPUQGEPEAYG 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 parameters 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 See Activate or Deactivate Call Route Scheduling for a procedure Define Call Route Scheduling parameters including Time of Day TOD Day of Week DOW and Day of Year DOY tables See Build Call Route Scheduling Tables for a procedure See Call Route Scheduling Parameters for descriptions of associated ACD pilot parameters After saving the new or modified parameters to the switch database activate Call Route Scheduling See Activate or Deactivate Call Route Scheduling for a procedure Note To define
49. GP 12 18 Average Call Abandon Time 17 26 61 Average Call Answer Time 17 26 61 Average Call Overflow Time 17 26 61 Average Call Queue Duration 17 26 61 Average Queue Time 103 104 Average Time 26 61 Branch to Call Guide 12 20 BRCG 12 20 Call Forward 13 Call Guide 106 115 Call Guide Call 12 22 Call guide Return 23 Call Guide Return 12 Call Guide Steps and Commands 11 CallNet 12 24 28 34 98 101 CART 12 31 CGCL 12 22 CGRT 12 23 115 Index CIVR 12 30 CNET 12 24 Cold Start 111 Command Classes 11 Connect IVR 12 30 Control 11 CPI ANI Routing 12 CPN ANI Routing 31 Create Annunciator Message 51 CTGTAQT 106 CTGYAQT 104 107 108 Data Expiration 110 Date Expiration 109 110 De queue Call 12 De Queue Call 32 Digit Collection Template 38 Digit Collection Variable 39 DISC 13 34 Disconnect Call 13 34 Do 35 DO 13 DQUE 12 32 Dynamic Call Overflow 17 Dynamic Overflow 16 25 Dynamic Overflow Type 17 26 Dynamic Wait 61 ECS 111 116 ELSE 13 End Agent CallNet Super Group 13 35 End Get Digits 11 13 36 End If 13 ENDA 13 35 ENDF 13 36 ENDG 13 36 Error 11 98 Expire 109 110 111 Forward Call 36 FWRD 13 36 GDGT 13 37 Get Digits 11 13 37 Goto 40 GOTO 13 If 40 IF 13 Initialzation 111 Invalid Digit Entered 39 IVS 20 113 IVS Group 20 IVS Phrase ID 58 List of Tables x Man Mach
50. ND Integer Parameter 1 VALSTEP Integer Parameter VALCGN Integer Parameter DIRNTY PE Digit String Parameter Integer Parameter optional Label Call Guide Parameters Return the length number of digits in the specified digit string parameter Returns all or part of the digits in the specified digit string parameter Returns a digit string that represents the value in the specified integer parameter Returns the hour based on the total number of seconds in integer parameter 1 Returns the minute based on the total number of seconds in integer parameter 1 Returns the second based on the total number of seconds in integer parameter 1 Validates that the specified integer parameter matches a step number in the current call guide Validates that the specified integer parameter matches the number of a call guide in the system database Returns the type of the directory number provided by the digit sting parameter Also returns the type of directory number based on the user group number in the optional integer parameter A call guide can include labels A label references a specific step in a call guide Step numbers change when you add delete or move call guide steps Labels allow you to change a step s number without having to update references to it from other steps For example a Goto step can indicate Label1 as it target step The Goto step will still target the correct step even if the target step s
51. PointSpan switches prevent the inclusion of parameters of a type that is not appropriate for a step For example only a call guide step that references another call guide step can include a label parameter Table 26 Types of Call Guide Parameters Fixed value A fixed integer or digit string value specified directly in the call guide The system defines the maximum length for digit strings typically not to exceed 30 digits Digit strings can include the star and pound symbols An integer can range from 2147483648 to 2147483647 See Fixed value Call Guide Parameters Note You can change the maximum length of digit strings to either 14 22 30 38 46 or 94 digits Changing the length of digit strings however requires the inclusion of digit string variables in all call guides Please contact the Aastra Inc Customer Service Center CSC at 1 800 729 1872 Pre defined constant A value such as Null that the system names and defines A call guide step specifies the value of a pre defined constant directly in a call guide When Null defines an integer the value is zero 0 When Null defines a digit string it represents a string with no digits a zero length string See Pre defined Constant Call Guide Parameters User defined constant A value that you can name and define such as Con2 It represents any fixed value By changing the value of a user defined constant in its declaration you change the value o
52. STEP 3 TYPE RETURN 6nd OF Perras aces gt SDAT DVS GROUP OS Os say eae ea ooo oy ee Ga Se ia gt 12 IVS PHRASE GROUP OF is acces i eae cee ek daw ace ees Sw gt 1 WAIT TIME FOR IVS DEVICE SECONDS I 10 gt UNAVAILABLE IVS DEVICE STEP N NEXT or N gt DATA TO SPEAR 0 Pescar es awe ee eek eae ee ee a gt PLTEADS2 52003 1 FORMAT TO SPEAK DATA OY ee20 ee enwa DIG gt DIG AGENT AVAILABLE INTERRUP Ve Ny CP o ates Y gt STEP 4 TYPE RETURN end or 2 000 gt SDAT IVS GROUP OF Pics ads hae E Oe oS BUSS gt 12 IVS PHRASE GROUP OF 2 oaseew aay es Sug eae eee a e gt 1 WAIT TIME FOR IVS DEVICE SECONDS I 10 gt UNAVAILABLE IVS DEVICE STEP N NEXT or N gt DATS TO SPEAK OF Pad ivedavvaawvdeaadene ae eau ax gt PLTUSERI1 52003 1 FORMAT TO SPEAK DATA OF Zicea be oe ss DIG gt NUM AGENT AVAILABLE INTERRUP Nip Wy DE Pees ee Y gt STEP 5 TYPE RETURN End DE Pene nea ae ace gt SDAT IVS GROUP OF Peris ea RARA RA gt 12 IVS PHRASE GROUP OF Piascacvewsadacvanwe we aoe aw gt 1 WAIT TIME FOR IVS DEVICE SECONDS I 10 gt UNAVAILABLE IVS DEVICE STEP N NEXT or N gt DATA TO SPEAK OF Pewee ed eve ees AAA gt PLTUSER2 52003 1 FORMAT TO SPEAK DATA Or ee020 ee eeee DIG gt DIG AGENT AVAILABLE INTERRUP Yj ON DE eta Y gt STEP 6 TYPE RETURN end Or Procooooooooo gt SDAT IVS GROUP OF Peri RA RRA gt 12 IVS PHRASE GROUP GF 20 6 waa
53. 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 ff 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 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 Aastra 2545 004 ACD Call Guide User Manual Chapter 6 Call Guide Error Handling Overview Any call guide can include a special error handling section a section of code that the system only processes when a call guide proc
54. age without duplicating the Speak IVS Phrase and Speak IVS Data steps e Plan the use of call guide parameters Each call guide step typically contains one or more parameters that affect the operation of the step Based on your call guide description and call guide plans define in advance which parameters your system s call guides need Focus especially on arguments user defined variables that call guides must pass to other call guides in Branch to Call Guide and Call Guide Call steps The system can not maintain more than 100 variables for any single call Call guide processing maintains all of the variables introduced by the initial call guide throughout a call It also maintains variables introduced by other call guides that the system branches to or calls However the system stops maintaining the variables of a call guide after 1t returns processing to the initial call guide See Call Guide Parameters for more details e Evaluate whether call guides need to support anticipated changes in call center activity at different times of day days of the week or days of the year If they do see Call Route Scheduling e Ensure that the system supports all planned functionality such as Intelligent Queuing and Integrated Voice Services IVS A system s hardware and software configuration determine its capabilities e Consolidate your individual call guide plans in a master ACD design plan This plan lists all of the steering and agent group pi
55. alize or change the value Until the system initializes a user defined variable it has a value of either zero if an integer or Null if a digit string An integer can range from 2147483648 to 2147483647 The system defines the maximum length for digit strings typically not to exceed 30 digits Digit strings can include the star and pound symbols Note You can change the maximum length of digit strings to either 14 22 30 38 46 or 94 digits Changing the length of digit strings however requires the inclusion of digit string variables in all call guides For assistance please contact the Aastra Inc Customer Service Center CSC at 1 800 729 1872 Maximum Number of Variables Per Call A single call can involve a maximum of 100 variables across all of the call guides that process the call The system maintains all of the variables introduced by the initial call guide throughout a call It also maintains variables introduced by other call guides that the system branches to or calls However the system stops maintaining the variables of a call guide after it returns processing to the initial call guide Variable Names You assign each variable a unique name such as Var1 Each variable name can be up to eight characters long beginning with an alphabetic letter A to Z The system reserves some names for system variables pre defined constants and pre defined functions You can not use these reserved names as user defi
56. all guide switch control software stores them on one or more IVS cards or modules Sequences of Speak IVS Phrase and Speak IVS Data steps can combine phrases to create announcements with more meaning than a single phrase For complete details on IVS phrases and their functionality see IVS Phrase Management Phrase Combinations and related sections in the VC Card Features and Support manual 2489 nnn Table 24 Speak IVS Phrase Step Assigns the IVS group by number to which the phrase to be played is associated e User defined constant IVS Phrase Group Assigns the IVS phrase group to which the e Fixed value phrase to be played is associated User defined constant User defined variable System variable Pre defined function IVS Phrase ID Defines by number the specific phrase to be Fixed value played User defined constant User defined variable System variable Pre defined function Wait Time for Defines the duration that the system waits for Fixed value IVS Device an IVC device to become available Valid Pre defined constant values include User defined constant e TEA System variable The duration of the wait in y seconds The default is ten seconds Pre defined function The system will not wait for an available device it immediately proceeds to the call guide step when no IVC group is available Indicates no timing the system waits indefinitely for an IVC device to be available 54 Aastra 254
57. and applies conditional logic If the condition is true call guide processing continues with the step immediately following the If step If the condition is false call guide processing continues with the step immediately following the block s optional Else step If the IF Else End If block does not contain an Else step processing continues with the step immediately following the block s End If step For more information see If Step An Else step has no parameters End Agent CallNet Super Group Step 32 An End Agent CallNet Super Group ENDA call guide step ends a grouping of either Agent Group steps or CallNet steps A switch treats all agent group pilots or CallNet pilots between the Agent CallNet Super Group step and an End Agent CallNet Super Group ENDA step as a single large group In this way the switch combines agent group pilots or CallNet pilots to create larger groups super groups See Agent CallNet Super Group Step for details Aastra 2545 004 ACD Call Guide User Manual An End Agent CallNet Super Group command has no parameters End Get Digits Step An End Get Digits ENDG call guide step indicates an end of a Get Digits process A Get Digits End Get Digits block allows the system to group any of the following steps which may fall between a Get Digits and an End Get Digits step e Speak IVS Phrase e Speak IVS Data e If Else And If e Announcement Pause e Set An End Get Digits step has no p
58. andling see Call Guide Error Handling Caution Using a Goto step to access a step within a Do Repeat block may have undesirable results 42 Aastra 2545 004 ACD Call Guide User Manual Table 18 Repeat Step Parameters Repeat Count Defines the number of time that the switch Fixed value processes the Do Repeat block for each Pre defined constant call A fixed value of 1 or continuously User defined constant causes the switch to repeat the block of steps without a count limit User defined variable System variable Pre defined function Set Step A Set SET call guide step initializes or changes a variable A Set step can define a variable with either a single operand or the result of a simple mathematical operation involving two operands Examples include Set Variablel 13 Set Variablel Variablel Set Variablel Constantl Variable2 Set Variablel Variable2 3 Set Variablel Variable3 Constant2 Set Varaiblel Variable4 MOD 12 1 Table 19 Set Step Parameters Target Variable Identifies the variable to initialize or change User defined variable A switch applies the initialization or change e System variable within the call guide that defines the USRDATAI only variable See User defined Variable Call Guide Parameters for more information In Set step syntax the target variable occurs before to the left of the equal sign In the following example Var7 is the targe
59. application are operational Check OAI Channels Man Machine Command Changes ACDC OAI Controlled Call Guide System Variables can be used in a variety of ways such as playing Average Queue Time to the caller and using the variables as conditions for other actions in the call guide Note The following examples are not intended for implementation on your system Call guide content varies depending upon your site call flow requirements Play AQT in the ACD Call Guide The following call guide uses the new system variables to play the average queue time AQT to the caller The AQT duration can be spoken from the standard IVS phrase set which includes phrases accessed by call processing to speak the correct time values to the caller Note e The Speak IVS Data SDAT call guide step plays a single variable or value to a caller translating data values into audio phrases For example it can translate 6000 into six zero zero zero e You do not have to use all of the variables in your call guide You can play the AQT utilizing only the CTGTAQT variable 108 Aastra 2545 004 Call Guide ACD Call Guide User Manual
60. application that the switch is processing a call passing Calling Party Number CPN and Automatic Number Identification ANI information DQUE Queue Removes the call being processed from one or more current queues DISC Control Terminates the call that the switch is currently processing Control Indicates the beginning of a Do Repeat block which allows a call guide to repeat a series of steps ELSE Control An optional component of an If Else End If block which defines conditional call processing ENDA Queue Ends a grouping of either Agent Group steps or CallNet steps ENDG Indicates the end of a Get Digits process ENDF Control A component of an If Else End If block which defines conditional call processing Forward Call FWRD Forwards a call Get Digits GDGT Prompt Initiates the collection of one or more digits from a caller and passes the collected digits to a variable GOTO Redirects processing to another call guide step 2 Aastra 2545 004 De queue Call Disconnect Call End Agent CallNet Super Group End Get Digits End If ACD Call Guide User Manual If IF Control Initiates an If Else End If block which defines conditional call processing Mark as Answered MANS Other Causes the switch to treat an ACD call statistically as answered Play Tone PLTN Speech Plays a continuous or fixed length tone to a caller Repeat REPT Control Indicates the end of a Do Repeat block which allows a call guide to re
61. arameters End If Step An End If ENDE call guide step used in an If Else End If block defines conditional call processing in a call guide An If step compares two values and applies conditional logic If the condition is true call guide processing continues with the step immediately following the If step If the condition is false call guide processing continues with the step immediately following the block s optional Else step If the IF Else End If block does not contain an Else step processing continues with the step immediately following the block s End If step For more information see If Step An End If step has no parameters Forward Call Step A Forward Call FWRD call guide step forwards a call to a destination number such as an ACD pilot directory number or an off switch number When processing a Forward Call step a switch removes a call from all of the agent groups and CallNet groups to which the call is queued then routes the call to the specified forwarding destination By combining If steps with Forward Call steps a call guide can define sophisticated conditional call forwarding Aastra 2545 004 gt 33 Chapter 2 Call Guide Steps and Commands Table 12 Forward Call Step Parameters Destination Provides the number a string of up to 28 Fixed value Number digits to which the switch will forward User defined constant calls If the switch cannot forward the call to the destination number because for
62. ariables There are five OAI Controlled Call Guide System Variablesfor each ACD Pilot in the PointSpan 6880 accessible in the ACD Call Guide These system variables are read only within Call Guide processing External OAI applications control the values contained in these system variables UPDATE_VARIABLE ARC Message An OAI application can update any of these system variables utilizing the UPDATE_VARIABLE ARC message The message identifies e ACD Pilot e OAT Controlled Call Guide System Variable e Expiration time If the OAI application indicates a non zero expiration time zero means there is no expiration the PointSpan 6880 Call Processing expects to receive another UPDATE_VARIABLE message within the time specified If an UPDATE_VARIABLE message is not received the value of the variable is set to expired The UPDATE_VARIABLE ARC is supported only for the specified system variables Aastra 2545 004 99 Chapter 8 OAI Controlled Call Guide System Variables Variable Description Table 34 OAI Controlled Call Guide System Variable Description CTGYAQT pilot user group Centergy Reporting Average Queue Time PLTEADS1 pilot user group Pilot 1 Variable for AASTRA Applications 100 A 4 byte signed integer read only variable that contains the number of seconds that a call is expected to be in queue Average Queue Time AQT for the specified ACD Pilot as calculated by the Centergy Reporting appli
63. ate M Modify D Delete gt C SELECT SUBCOMMAND OF Pessscweee buck eevee aces C gt CALL GUIDE NUMBER A U OF Tesernornonsrre ss gt 12 ENTER LOTR Ss cena USER GROUP UMBER 3 L TOOD0 vecs ocios eee eii gt 1 Define Call Guide Parameters PARAMETER 1 TYPE I D RETURN end or gt STEP 1 TYPE RETURN end or 22 gt MODIFY TYPE RETURN end OF 2eee0eee gt iv VARIABLE NAME 0 Pesca eee he ee eae ee a gt ivl L LOCAL VARIABLE P PARAMETER or L gt MODIFY TYPE RETURN end Or 2 0cee eee gt dv VARIABLE NAME OF Zeure denea e ae Gok eee eae Se a gt dvl L LOCAL VARIABLE P PARAMETER or L gt MODIFY TYPE RETURN end Or B o coooooooooo gt i STEP NUMBER OE Darin dle Sere dee Weyer eae a Rea gt 1 STEP 1 TYPE RETURN end Of 7 oe geese 6 6 ececes gt set ENTER EQUATION or gt ivl ctgyaqt 52003 1 STEP 2 TYPE RETURN end OF P ocoomoooo o gt set ENTER EQUATION or gt ivl plteads1 52003 1 STEP 3 TYPE RETURN end or gt set ENTER EQUATION or gt dvl plteads2 52003 1 STEP 4 TYPE RETURN end or 08 gt set ENTER EQUATION or gt ivl pltuser1 52003 1 STEP 5 TYPE RETURN end or 05 gt set ENTER EQUATION or gt dvl pltuser2 52003 1 STEP 6 TYPE RETURN end DE Tesse cece ieaie gt set ENTER EQUATION or gt ivl pltuser1 52003 STEP 7 TYPE RETURN en
64. ause 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 CPNSCRN CPNPRES CPNPLAN CPNTYPE CPNDGTS CPNIDGTS See System Variable Call Guide Parameters for details Enable Satellite Directory Group to Support ACD CallNet Calls 26 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 At the main Administrative Console The console displays prompt Type SDGP Satellite Directory ELECT COMMAND gt SDGP ELECT MODE PRINT DISPLAY he console displays S S Group UP E TITLES gt T U PDT MODE C Create M Modify D Delete gt The console displays SATELLITE DIRECTORY NUMBER gt Type the number of the Satellite The console displays Directory Group that will direct CallNet calls to destinations on a remote switch Specify SDGP Field to Modify or or gt Aastra 2545 004 ACD Call Guide User Manual 11 Type Tm i o imei o Type the minimum number of pending calls that the Satellite Directory Group will route to a CallNet d
65. ay 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 of the following e CG call guide Use a number from 1 to 4 to select one of the pilot s four main call guides for N night call guide Do not include a number TOD Time of Day Schedule Use the number of one of the pilot s TOD schedules for Dow Day of Week Do not include a number Examples e 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 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 DOW Sets the pilot to use its DOW schedule on any date that the DOY schedule does not indicate as a holiday or an exception Aastra 2545 004 ACD Call Guide User Manual Call Route Scheduling Description Parameter 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 O or 1 and DD is the numerical value for the day beginning with 0 1 2 o
66. beginning times are optional For CG e Choose N to indicate the pilot s night call guide Or e 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 Aastra recommends that your ACD design plan 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 e 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 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 a TOD schedule must be 00 00 midnight Aastra 2545 004 87 Chapter 5 Call Route Scheduling Call Route Scheduling Parameter Day of Week 88 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 of the following e CG ca
67. cation The contents of CTGYAQT cannot be changed from the ACD Call Guide The content is modified only by the Centergy Reporting application using the UPDATE_VARIABLE ARC message The information contained in this system variable can be used for the Intelligent Queuing application in place of the average queue time CALCETA calculated by the algorithm of the PointSpan 6880 call processing The Centergy Reporting algorithm is a more robust algorithm and may be more accurate than that of call processing given different call flow scenarios A four byte signed integer read only variable It is a generic system variable available for each ACD pilot The contents of PLTEADS1 cannot be changed from an ACD Call Guide The content of PLTEADS1 is modified by an OAI application using the UPDATE_VARIABLE ARC message and can contain a numerical value from 2 147 483 648 to 2 147 483 647 This variable is intended for use by AASTRA applications only The OAI interface to update this variable is not published to 3 party application developers The value of CTGYAQT defaults to zero until an UPDATE_VARIABLE ARC message is received from the Centergy Reporting application Call Processing does not request this information from the Centergy Reporting application If Centergy Reporting does not issue an UPDATE_VARIABLE ARC for a specific ACD pilot then the value of CTGYAQT for the ACD pilot remains zero An UPDATE_VARIABLE ARC message must
68. ctions similar to a script or program specifying 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 pilots Call Guide Design Principles To design an effective call guide you need to understand the functions of every command and the options for using parameters You need to follow appropriate administrative console procedures to create and modify call guides digit collection templates and other related constructs in a PointSpan switch database However fundamental knowledge of call guide creation is not enough You also need to understand and apply principles of effective call guide design Principles The following are important principles of call guide design Aastra 2545 004 Apply basic programming principles A call guide functions much like the software code of a program or script Successful call guide design requires at least a familiarity with fundamental software design practices and guidelines Although this publication presents some software design principles Aastra Inc recommends that call guide designers have previous programming experience Begin by describing the call handling requirements for the call centers the call
69. d or 220005 gt set ENTER EQUATION or gt ivl pltuserl STEP 8 TYPE RETURN end or 08 gt ODIFY TYPE RETURN end Or 0c2ee eee gt VERIFY DISPLAY CALL GUIDE 12 kk USER GROUP 1 CALL C CALL GUIDE DEFIN TYP VARIABL ITIONS DIGIT STR EGER INT Aastra 2545 004 ING 11 03 04 09 08 21 111 Chapter 8 OAI Controlled Call Guide System Variables IV1 CTGYAQT 52003 1 PLTEADS1 52003 1 PLTEADS2 52003 1 PLTUSER1 52003 1 PLTUSER2 52003 1 PLTUSER1 52003 DOES UPDATE VERIFY gt y TABLE CHANGE PERFORMED CALL GUID E 12 is Saved CALL GUIDE NUMBER A U or 05 gt 112 Aastra 2545 004 Centergy Reporting 1 7 Database for AQT ACD Call Guide User Manual The following fields were added to the tbl_SystemConfig table in Centergy Reporting 1 7 for the AQT to PointSpan feature AQTOAISupport Can be Null AQTOAIThrottleTime Can be Null AQTOAIKeepAliveTime Can be Null AQTOAIStaleTime int 4 Can be Null Aastra 2545 004 1 Yes Supports sending the average queue time to the PointSpan switch using OAL Prevents Centergy Reporting from flooding
70. ds Pre defined function The system will not wait for an available trunk it immediately proceeds to the call guide step when no announcement trunk is available Indicates no timing the system waits indefinitely for an announcement trunk to be available Unavailable Defines a call guide step to which the system Fixed value Announcement will proceed if no announcement trunk Pre defined constant Trunk Step becomes available within the wait time This parameter can specify either a step number a step label or Next Next instructs the system to execute the call guide step that System variable immediately follows the Speak Pre defined function Announcement step Label User defined constant User defined variable Agent Interrupt Enables or disables interruption of the IVR Fixed value unit when an agent becomes available to Pre defined constant answer the call User defined constant User defined variable System variable Pre defined function 46 Aastra 2545 004 ACD Call Guide User Manual Speak Annunciator Message Step A Speak Annunciator Message SANU call guide step connects a caller to an annunciator from a specified group Because the connection is one way only the annunciator plays a message to a caller but the caller cannot respond You must use a system console s Annunciator Message AMSG command to build annunciator messages from a set of phrases stored in the system database See Create Annunciato
71. e Agent Group Pilot and Agent Group Pilot User Group parameters The queue for a single CallNet Satellite Directory Group as identified in the CallNet Satellite Directory Group and CallNet Satellite Destination Number parameters The queues for all the agent group pilots and CallNet groups in the current call guide The queues for all the agent group pilots and CallNet groups to which the call is queued regardless of which call guide queued the call Agent Group Identifies the single agent group pilot from Fixed value Pilot which the switch will remove the call from User defined constant queue This parameter is only available when the Group Selection parameter indicates a single agent group pilot Agent Group Identifies the user group number associated Fixed value Pilot User Group with the Agent Group Pilot parameter This User defined constant parameter is only available when the Group Selection parameter indicates a single agent group pilot CallNet Satellite Identifies the single CallNet group from Fixed value Directory Group which the switch will remove the call from User defined constant queue This parameter is only available when the Group Selection parameter indicates a single CallNet group Disconnect Call Step A Disconnect Call DISC call guide step terminates the call that the switch is currently processing Specifically this step 1 Removes the call from all agent group and CallNet group queues
72. e Y The console displays ACD TREATMENT DOY ERC UNE or TOD DOW gt EJ Specify ACD Field to Modify Go to step 18 AAA Aastra 2545 004 81 Chapter 5 Call Route Scheduling 17 Type an appropriate ACD CTRL The console displays Control Treatment value such as UNF to activate Call Route Scheduling Specify ACD Field to Modify Ol OL Paaa SP See Call Route Scheduling Parameters details 18 Press lt Enter gt The console displays all of the parameters for the ACD steering pilot followed by DOES UPDATE VERIFY 19 Type Y The system saves the modified pilot parameters including the activation or deactivation of Call Route Scheduling Build or Modify Call Route Scheduling Tables 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 Access Call Route Scheduling CRS At the main Administrative Console The console displays prompt ELECT COMMAND gt ACD Type ACD ELECT E PRINT PDATE TITLE IN gt 2 Type U console displays ELECT MODE C Create M Modify D Delete 3 Type M The console displays PILOT DIRECTORY NUMBE DE Se Type the number for the A
73. e of a user defined variable the switch passes a value of O for an un initialized integer or a value of Null for an un initialized digit string The switch associates arguments in the Call Guide Call step to parameters in the called call guide based on their order of declaration It passes the first argument to the first parameter the second argument to the second parameter and so on With this method a switch does not require the name of a variable passed by an argument to match the name of the associated variable in the called call guide If the arguments of a Call Guide Call step do not match the parameters of the called call guide the switch plays a reorder tone to the caller and ends the call after reaching a system time limit Update Control Determines for each argument whether the The value of this parameter for Each called call guide or any subsequently called is a fixed selection in the Argument call guides can update its value The valid call guide values for this parameter are updateable and read only Called call guides cannot update the value of any read only parameter Call Guide Return Step A Call Guide Return CGRT call guide step returns call guide processing to a calling call guide one that transferred processing with a Call Guide Call step The Call Guide Return step is included in the called call guide Processing continues with the step immediately following the Call Guide Call step in the calling
74. e steps for that function Whenever a call guide requires one of these common processes it can call another call guide that specifically performs that common process Call guides that provide specialized functions can be shared by many call guides A call from one call guide to another is similar to a subroutine call in a programming language By combining If steps with Call Guide Call steps a call guide can define sophisticated conditional processing Table 7 Call Guide Call Step Parameters Call Guide Identifies the called call guide with an integer Fixed value user defined Number value from 1 to 65535 that matches the constant user defined number of an existing call guide in the switch variable system variable database If the database does not contain a pre defined function call guide with a number that matches this parameter s value the switch plays a reorder tone to the caller and ends the call after reaching a system time limit 20 Aastra 2545 004 ACD Call Guide User Manual List of Defines up to 12 arguments user defined User defined variable Arguments variables that the calling call guide passes to the called call guide Each argument provides a value either an integer or a digit string for a parameter defined in the called call guide The type of each argument whether an integer or a digit string must match the type of its associated parameter If the calling call guide has not initialized the valu
75. ead only The user group number for the current call LPTYPE Party Integer Read only The local switch party type for either the call s originator or a transferred party TRUNKTYP Party Integer Read only The local switch trunk type for either the call s originator or a transferred party RPTYPE Party Integer Read only The remote switch party type for either the calls originator or a transferred party CALLTRSF Integer Read only An indicator that a call s originator is transferring a call transfer in progress 62 Aastra 2545 004 o o o o o o o o n o o Aastra 2545 004 ACD Call Guide User Manual E o o Digit Read only String Read only o o Digit Read only String Digit Read only String Digit Update String The identification type for the call s originator or a transferred party The remote switch node number for the call s originator or a transferred party The remote trunk group number for the call s originator or a transferred party The directory number or network numbering plan NNP number for the call s originator or a transferred party The calling party number CPN screening indicator for the call s originator or a transferred party The calling party number CPN presentation indicator for the call s originator or a transferred party The calling party number CPN numbering plan for the call s originator or a transferred party The calling party number
76. eatures and Support manual 2489 nnn for more information Annunciator Phrases The following list includes of the available phrases for annunciator messages and their corresponding abbreviation in parentheses At the administrative console type the abbreviation to indicate the phrase e Zero zero e One one e Two two e Three thre e Four four e Five five e Six six e Seven sevn e Eight eght e Nine nine e AT a Aastra 2545 004 49 Chapter 2 Call Guide Steps and Commands 50 Account acct Agent agnt All lines busy allb Allowed alow Alarm alrm And and Application pilot aplt Attendant atnd Authorization auth Available avlb B b Cabinet cab Call call Circuit ckt Callback clbk Cancelled cncl Conference cnfr Code code Dial dial DNIS dnis Directory drct Emergency emgy Enter entr Error err For assistance fras Forward frwd Group grp Held held Hold hold ID id Input inpt Is is Is ready isrd Aastra 2545 004 Speak Broadcast Message Step Later latr A line is lnis Message mesg Monitoring mntr Not not Number nmbr Answered nsrd Not in service ntsv Invalid nvld Offline offl Or or Park park Please plse Pound poun Press pres Private prvt
77. ect 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 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 See Agent CallNet Super Group Step for details The
78. eeeeeeeesas 60 Pre defined Constant Call Guide Parameters cccceccccescceeseeceeneeceeneeceeeeeeaeeseeeceeeeeees 60 User defined Constant Call Guide Parameter oooconnncccnonccnonaconononononononanononannnncocancnonnnannnos 60 User defined Variable Call Guide Parameters oooooonnnccnnncccnoncononcnnnancnonononnnn cono nacnnnccnnncnnnns 61 Maximum Number of Variables Per Call oonnonnncnnnccnnccnnnnnnconccnononcnnnconncrnnccnnonns 61 Variable Names tit das da ted 61 Using Variables Across Different Call Guides oooconnconnconiconiconoonnnoncnnnconnccnnccnanns 62 System Variable Call Guide Parameters ooooonnccnoccconcconnconnnoncnonnconnc nn nono nono noconncnnncnnccnnncnnos 62 Pre defined Function Call Guide Parameters cccccesccecssecessseceenceeeeeeceeeeeeaeeseaeeeeneeees 67 Label Call Guide Parameters ici a 68 Label Names cea dll ies ala 69 User Dalarnas 69 Chapter 4 Digit Collection ooocooossssssrrs 71 Create a Digit Collection Template ooooncccnncccnnnncnnnoccnononononacononacnnncoconononnnn nono nc cnnnccnncncns 71 Modify a Digit Collection Template oooncnnnnnnncninnnnocononononcconaconacononan cono nonn nono n con nc ronccnna ns 72 Chapter 5 Call Route Scheduling coooomms 77 Time of Day Schedule cai i bord ots aekpes nite eee tee oes 78 Day of Week Scheduling tos caissites ricerca sacara 78 Day of Year Schedule umi evens ats Relied eens anes 78 Enable or Modify Call Route Sched
79. eek By default the system assigns the night call guide to any day of the week you do not define DOES UPDATE VERIFY Type Y The system saves the DOW schedule The console displays TABLE CHANGE PERFORMED CRS Be eee TOD ae DOY or Return EN Day of Year DOY Type DOY Day of Year The console displays HOLIDAY DATE or or Return END gt Type a Holiday Date in the appropriate The console displays form See Call Route Scheduling HOLIDAY DATE or or Parameters for details Return END gt 3 Repeat step 23 until you have selected The console displays all dates of the year to treat as holidays HOLIDAY TREATMENT or or Return END gt 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 Scheduling Parameters for details EXCEPTION DATE or or Return END gt Type an Exception Date in the The console displays appropriate form See Call Route Scheduling Parameters for details EXCEPTION TREATME or gt Type an Exception Treatment in the The console displays appropriate form See Call Route Scheduling Parameters for details EXCEPTION DATE
80. er Group 15 Wait 60 WAIT 14 118 Wait Time 62 Wait Time for Announcement Trunk 31 49 Wait Time for IVS Device 38 57 58 Wait Tone 62 Wait Type 60 Warm Start 111 Aastra 2545 004
81. er tone to the caller Number of Processing Errors Exceeds System Limit If the number of processing errors exceeds the allowable error limit the system does the following 1 Reports an alarm to the system console that indicates that processing errors have exceeded the system limit 2 Removes the call from the call queue of all agent group pilots and CallNet groups to which the call is queued 94 Aastra 2545 004 ACD Call Guide User Manual Ends any announcements being played Loa Plays reorder tone to the caller Processing Error is Too Severe for Error Handling If an error is so severe that error handling is not possible the system does the following 1 Reports an alarm with an error code of 2000 or above critical errors to the system console Removes the call from the call queue of all agent group pilots and CallNet groups to which the call is queued 3 Ends any announcements being played any announcements Ends any announcements being played played Plays reorder tone to the caller Aastra 2545 004 gt 95 Chapter 6 Call Guide Error Handling AASTRA 96 Aastra 2545 004 ACD Call Guide User Manual Chapter 7 Manual Overflow The Automatic Call Distribution 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 ca
82. ere is no mechanism available to set PLTUSERI1 for all pilots to a value based on a single UPDATE_VARIABLE ARC The value of PLTUSER2 defaults to a NULL TBCD digit string no digits until an UPDATE_VARIABLE ARC message is received from an OAI application If an OAI application does not issue an UPDATE_VARIABLE ARC for a specific ACD pilot then the value of PLTUSER2 for the ACD pilot remains a NULL digit string An UPDATE_VARIABLE ARC message must be received for each individual ACD pilot There is no mechanism available to set PLTUSER2 for all pilots to a value based on a single UPDATE_VARIABLE ARC 101 Chapter 8 OAI Controlled Call Guide System Variables OAI Controlled Call Guide System Variables in a Call Guide An ACD call guide uses the OAI Controlled Call Guide System Variables in the same manner as any other Call Guide System Variable in the PointSpan 6880 ACD package A call guide references the OAI Controlled Call Guide System Variables using the following syntax e Var_Name pilot_DIRN user_group e Where Var_Name is the name of the desired variable Pilot_DIRN is the directory number of the desired ACD pilot User_group is the user group of the desired ACD pilot Table 35 OAI Control Call Guide System Variable Summary System Parameters Type Usage Description Variable CTGYAQT e Optional Pilot Integer Read only Average queue time in seconds for the pilot Directory from the Cent
83. ergy Reporting application Number e Optional Pilot User Group PLTEADS1 e Optional Pilot Integer Read only Generic application dependent variable Directory Intended for use by AASTRA applications Number only e Optional Pilot User Group PLTEADS2 e Optional Pilot TBCD Digit Read only Generic application dependent variable Directory String Intended for use by AASTRA applications Number only e Optional Pilot User Group PLTUSER1 e Optional Pilot Integer Read only Generic application dependent variable Directory Intended for use by any OAI application Number e Optional Pilot User Group PLTUSER2 e Optional Pilot TBCD Digit Read only Generic application dependent variable Directory String Intended for use by any OAI application Number e Optional Pilot User Group 102 Aastra 2545 004 ACD Call Guide User Manual Specify the ACD Pilot for an OAI Controlled Call Guide System Variable An ACD call guide specifies an ACD pilot for an OAI Controlled Call Guide System variable in 3 ways Table 36 Specify ACD Pilot for OAI Controlled Call Guide System Variables CTGYAQT 5000 20 Specifies a directory If a directory number and user group number and user group are specified the system returns the for an ACD pilot value of CTGYAQT for the specified ACD pilot CTGYAQT 5000 or Specifies a directory If a directory number is specified but CTGYAQT 5000 number for an ACD pilot not a user group the user gr
84. essing error occurs When an error does occur processing branches to the first step in the error handling section Running through the steps in the error handling section processing handles the error by reporting an alarm and returning to a step in the active call guide at which processing continues successfully Error Handling Section An error handling section begins with an ERROR label By referencing the ERRCGN ERRCODE and ERRSTEP system variables the system determines the nature of the problem and an action to take Table 32 Error Handling System Variables ERRCGN The number of the call guide in which the error occurred ERRCODE A code that defines the error or type of error ERRSTEP The number of the call guide step at which the error occurred An Alarm step in the error handling section generates an appropriate alarm message on the switch s system console to report such problems See Alarm Step An error handling section can include any call guide commands Blocks of associated call guide steps such as the following however must be entirely within the error handling section e Agent Super Group End Agent Super Group block e Do Repeat block e Get Digits End Get Digits block e If Else End If block An error handling section must have a Goto step that specifies a step in the main call guide at which to return processing As an option this Goto step can use a variable that targets the step immediately following the
85. estination This parameter ensures 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 Type a percentage value that sets the 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 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 MINIMUM OF QUEUE 1 65535 gt iD CALLS The console displays Specify SDGP Field to Modify OL HO a SP The console displays MAXIMUM OF QUEU 1 65535 gt ED CALLS The console displays Specify SDGP Field to Modify gt The console displays EUED CALLS TO CallNet The console displays Specify SDGP Field to Modify O A The console displays the parameters for the Satellite Directory Group followed by DOES UPDATE VE RLEY ers Type Y The systems saves the parameters Connect IVR Step A Connect IVR CIVR call guide step acquires an a
86. f every occurrence of the parameter throughout your system s call guides See User defined Constant Call Guide Parameters Aastra 2545 004 59 Chapter 3 Call Guide Parameters User defined variable A variable that you can name and define such as Var2 The system defines the value of a variable during call guide processing A processing event such as a Set step or Get Digits step can initialize or change the value of a variable See User defined Variable Call Guide Parameters System variable A variable such as CALLUGP that a PointSpan switch names defines and provides for use in call guides See System Variable Call Guide Parameters Pre defined function A function provided by PointSpan switches for use in call guides to return specific results during call guide processing See Pre defined Function Call Guide Parameters A fixed parameter referencing a specific step in the call guide See Label Call Guide Parameters Fixed value Call Guide Parameters A call guide specifies each fixed value parameter as an integer value or a digit string An integer can range from 2147483648 to 2147483647 The system defines the maximum length for digit strings typically not to exceed 30 digits Digit strings can include the star and pound symbols Pre defined Constant Call Guide Parameters A call guide can include pre defined constant parameters A pre defined constant parameter has a value
87. fined variable the switch passes a value of O for an un initialized integer or a value of Null for an un initialized digit string The switch associates arguments in the Branch to Call Guide step to parameters in the target call guide based on their order of declaration It passes the first argument to the first parameter the second argument to the second parameter and so on With this method a switch does not require that the name of a variable passed by an argument matches the name of the associated variable in the target call guide If the arguments of a Branch to Call Guide step do not match the parameters of the target call guide the switch plays a reorder tone to the caller and ends the call after reaching a system time limit Aastra 2545 004 gt 19 Chapter 2 Call Guide Steps and Commands Call Guide Call Step A Call Guide Call CGCL step like a Branch Call Guide step transfers call guide processing from the currently active call guide to another call guide Processing continues at the beginning of the called call guide Unlike a Branch Call Guide step however Call Guide Call works with a Call Guide Return step to return processing to a step within the calling call guide A Call Guide Call step does not remove a call that has already been queued to an agent group or CallNet group The Call Guide Call function allows call guides to perform common functions such as overflow processing without duplicating th
88. for each ACD pilot The contents of PLTUSER1 cannot be changed from an ACD Call Guide The content can only be modified by an OAI application using the UPDATE_VARIABLE ARC message This variable is intended for use by any OAI application A 16 byte TBCD digit read only variable that can contain up to 30 TBCD digits It is a generic system variable available for each ACD pilot The contents of PLTUSER1 cannot be changed from an ACD Call Guide The content can only be modified by an OAI application using the UPDATE_VARIABLE ARC message This variable is intended for use by any OAI application The value of PLTEADS2 defaults to a Null TBCD digit string no digits until an UPDATE_VARIABLE ARC message is received from an OAI application If an OAI application does not issue an UPDATE_VARIABLE ARC for a specific ACD pilot then the value of PLTEADS2 for the ACD pilot remains a NULL digit string An UPDATE_VARIABLE ARC message must be received for each individual ACD pilot There is no mechanism available to set PLTEADS2 for all pilots to a value based on a single UPDATE_VARIABLE ARC The value of PLTUSER1 defaults to zero until an UPDATE_VARIABLE ARC message is received from an OAI application If an OAI application does not issue an UPDATE_VARIABLE ARC for a specific ACD pilot then the value of PLTUSER1 for the ACD pilot remains zero An UPDATE_VARIABLE ARC message must be received for each individual ACD pilot Th
89. ide you must create it again from the beginning Modify a Call Guide After you define all integer and digit string parameters for the call guide the console displays either PARAMETE Retur RR N TYPE END or Ox VARIABLE DC L The console displays Define Call Guide Steps L LABEL Or ds STEP 1 TYPE Return END After you define all steps for the call guide the console displays STEP N TYPE Return END L LABEL Or Zu If your call guide contains logic errors or omissions the console prompts you for corrections When the call guide contains no errors the console displays the entire call guide with all steps in order for verification The display ends with DOES UPDATE VE IRIFY gt The system saves the call guide Use this procedure to modify an existing call guide changing the instructions that specify how Automatic Call Distribution ACD processes calls the parameters that the call guide uses or both Aastra 2545 004 ACD Call Guide User Manual ae Uceda 7 the main Administrative Console The console displays command prompt SELECT COMMAND gt ACDC Type ACDC SELECT MODE PRINT DISPLAY UPDATE TITLES gt The console displays UPDATE MODE C Create M Modify D Delete gt The console displays SELECT SUBCOMMAND or sea gt
90. if it is Answered by an agent Transferred Forwarded 40 Aastra 2545 004 ACD Call Guide User Manual Play Tone Step A Play Tone PLTN call guide step plays a continuous or fixed length tone to a caller Table 17 Play Tone Step Parameters Tone to Play Defines the tone Fixed value Pre defined constant Parameter Tone Value Integer a o Silence no tone System variable Pre defined function Continuous low pitch humming recommended for inside dial tone User defined constant User defined variable Continuous high pitch humming recommended for outside dial tone Continuous medium pitch humming recommended for modem answer Continuous slowly pulsing buzzes recommended for busy tone Continuous quickly pulsing buzzes recommended for reorder tone Continuous ringing recommended for ringback tone simulating ringing at the destination Continuous pulses of a ring followed by a beep recommended for call waiting ringback tone A single fixed length tone recommended as a Zip tone to prompt for digits and other input Two fixed length tones recommended as a Zip Zip tone for confirmation Aastra 2545 004 gt 4 Chapter 2 Call Guide Steps and Commands Tone to Play Continuous pulses of a Continued short ring recommended for an inside call waiting tone Continuous pulses of two closely occurring short rings recommended for an outside call waiting tone
91. ine 112 MANS 13 43 Manual Overflow 101 Mark as Answered 13 Aastra 2545 004 Mark as Answered 43 MRM 108 110 111 No Digit Entered 39 OAI 11 OAI Application 32 OAI Channel 32 OAI Channel Down 32 OAI Controlled Call Guide System Variable 103 106 107 110 111 OAI 3460 112 Overflow 15 25 Overflow Type 16 25 PDT 30 49 Phrase Duration 20 Play Tone 13 44 PLTEADS1 104 106 108 PLTEADS2 105 106 108 PLTN 13 44 PLTUSERI1 105 106 108 PLTUSER2 105 106 See Prefix Digit Table 30 49 Priority 15 25 Priority Level 15 Prompt 11 Queue 11 See Queue Depth 18 27 Queue Depth Overflow 16 25 Recovery 111 Aastra 2545 004 ACD Call Guide User Manual Repeat 13 45 Repeat Count 46 REPT 13 45 SANN 14 48 SANU 14 50 Satellite Directory Group 24 34 Satellite Directoy Group 28 SBRO 14 55 SDAT 14 55 113 SDGP 24 28 34 SET 13 46 115 Signed Integer 111 Speak Announcement 14 48 Speak Annunciator Message 14 50 Speak Broadcast 14 speak Broadcast Message 55 Speak IVS Data 14 55 113 Speak IVS Phrase 14 58 Speech 11 SPHR 14 58 Steering Pilot 14 15 Switchover 111 TBCD 105 106 109 111 Unavailable Announcement Trunk 31 49 Unavailable Annunciator 51 U navailable Broadcast Trunk 55 Unavailable IVS Device 38 57 117 Index Unavailble IVS Device 59 UPDATE_VARIABLE ARC 103 104 107 108 Us
92. inue past the Goto step Table 14 Goto Step Parameters Step to Branch to Specifies the exact step to which call guide Fixed value processing will continue Examples User defined constant include User defined variable GOTO 115 Processing jumps to step number 115 in the call guide GOTO LABEL1 Processing jumps to the step represented by Label1 System variable Pre defined function Label GOTO VAR35 Processing jumps to the step number that matches the value of the variable VAR35 The system console validates that a fixed value or label is a valid target for a Goto step It cannot validate variables If the switch processes a Goto step with a variable that specifies an invalid target step it performs error handling See Call Guide Error Handling If Step An If IF call guide step begins an If Else End If block which defines conditional call processing in a call guide An If step compares two values and applies conditional logic If the condition is true call guide processing continues with the step immediately following the If step If the condition is false call guide processing continues with the step immediately following the block s optional Else step If the IF Else End If block does not contain an Else step processing continues with the step immediately following the block s End If step An If Else End If block contains other nested steps Nested steps can even include other End Else End If blocks Whe
93. ion time for the specified variable is updated for the call center of the specified pilot When a variable is updated for a pilot the expiration time change affects the expiration time for all pilots in the call center Expiration time is not kept for the individual pilots The data expiration time is checked each time an OAI Controlled Call Guide System Variable is accessed either a read by call guide processing or a write by the UPDATE_VARIABLE ARC Aastra 2545 004 105 Chapter 8 OAI Controlled Call Guide System Variables Call Guide Read of an Expired OAI Controlled Call Guide System Variable e The specified variable is checked to see if the data has expired e Ifthe data has expired The value of the requested variable is set to expired The Call Center for the specified pilot is determined The specified variable is set to expired for all pilots in the Call Center The expired data value is returned to Call Guide processing e Ifthe data has not expired The value of the requested variable for the specified pilot is returned to Call Guide processing OAI Update of an Expired OAI Controlled Call Guide System Variable e The specified variable is checked to see if the data has expired e Ifthe data has expired The value of the requested variable for the specified pilot is set to the value indicated in the UPDATE_VARIABLE ARC The Call Center for the specified pilot
94. is 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 Aastra 2545 004 ii Proprietary and Contents Section control ownership of them Make all inquiries concerning such trademarks directly to those companies Revision History The following represents the revision history of this publication Revision Date Point of Number Completed Contact Description 05 10 2005 Re branded for Aastra 002 01 24 2005 EADS TELECOM Added North America _ e OAI Controlled Call Guide Technical Publications System Variables e AQT to Pointspan Feature 001 May 16 2003 EADS
95. ite Directory Identifies a Satellite Directory Group to Fixed value Group SDGP direct the ACD calls to another switch Number The value of this parameter is a fixed SDGP group number The system console notifies you if the SDGP group number is not in the switch database Note The Satellite Directory Group must support ACD CallNet calls See Enable Satellite Directory Group to Support ACD CallNet Calls Destination Number Defines the number that the switch Fixed value pre defined based on the SDGP outpulses over a constant user defined trunk to route calls to agents on a constant user defined remote switch An associated Prefix variable system variable Digit Table PDT determines which of pre defined function the destination number digits the switch outpulses A destination number cannot exceed 16 digits 2 o Aastra 2545 004 Priority Send ANI CPN To Destination Overflow Type Aastra 2545 004 ACD Call Guide User Manual Defines a priority level from 0 to 7 for any call to the pilot that gets placed in queue The switch routes the call in queue with the highest priority level to an agent before routing other calls A switch ignores priority queuing for all calls with an unspecified or negative priority level A pilot group can receive calls of different priority levels from different steering pilots For example calls from a steering pilot for sales may get higher priority than calls
96. ith the pilot Aastra 2545 004 The co If your call guide contains logic errors or omissions the console prompts you for corrections When the call guide contains no errors the console displays the entire call guide with all steps in order for verification The display ends with DOES UPDATE VE The system saves the changes and the console displays TABLE CHANGE PERF ORME CALL GUIDE NNN is Saved nsole displays ECT COMMAND gt ACD S SELEC DISPL C T HANG he co MODE PRINT AY UPDATE TITLE ES ADMIN gt nsole displays UPDATE M Mod The co PILOT or The co USER The co Speci or MODE C Create ify D Delet nsole displays DIRECTORY NUMBE En A nsole displays GROUP gt nsole displays fy ACD Field to Modify OL bis gt Chapter I Call Guides Type an appropriate response to If you specify a primary call guide the specify the call guide to add or change console displays ENTER CALL GUIDE N NUMBER To Assign or Change N NONE gt e Call Guide 1 If you specify the night call guide the Call Guide 2 console displays NIGHT CALL GUIDE NUMBE Call Guide 3 N NONE gt Call Guide 4 Night Call Guide Type the switch database number for The console displays the call guide that this pilo
97. ixed value broadcast trunk when an agent becomes Pre defined constant available to answer the call User defined constant User defined variable System variable Pre defined function Speak IVS Data Step A Speak IVS Data SDAT call guide step plays a single variable or value to a caller translating data values into audio phrases For example it can translate 6000 into six zero zero zero Sequences of Speak IVS Phrase and Speak IVS Data steps can combine phrases to create announcements with more meaning than a single phrase For complete details on IVS phrases and their functionality see IVS Phrase Management System Phrases Phrase Combinations and related sections in the IVC Card Features and Support manual 2489 nnn 52 Aastra 2545 004 ACD Call Guide User Manual Table 23 Speak IVS Data Step Parameters IVS Group Assigns the IVS group by number to which Fixed value the IVS phrase group that defines system User defined constant phrases is associated IVS Phrase Group Defines the IVS phrase group to which Fixed value system phrases are associated As detailed in User defined constant System Phrases the IVS Group must contain all of the phrases necessary to support the system s translation of data values into appropriate audio Pre defined function User defined variable System variable Wait Time for Defines the duration that the system waits for Fixed value IVS Device an IVC device to become
98. ler Performs any other miscellaneous function Table 2 describes all of the available call guide commands Table 2 Call Guide Commands Agent Group AGRP Queues a call to an agent group pilot Agent CallNet Super ASGP Queue Begins a grouping of either Agent Group Group or CallNet steps creating a super group Alarm ALRM Error Displays a user defined alarm or system error on a system console Announcement Pause APAU Speech Inserts silence between two announcements or Integrated Voice Services IVS phrases Branch to Call Guide BRCG Control Transfers call guide processing from the currently active call guide to another call guide Aastra 2545 004 gt 4 Chapter 2 Call Guide Steps and Commands Call Guide Call Control Transfers call guide processing from the currently active call guide to another call guide Unlike the Branch to Call Guide step Call Guide Call works with a Call Guide Return step to return processing to a step within the calling call guide Call Guide Return Control Returns call guide processing to a calling call guide one that transferred processing with a Call Guide Call step CallNet CNET Queue Supports the overflow of ACD calls from one switch to an agent group pilot on another switch Connect IVR CIVR Speech Acquiring an announcement trunk makes a two way connection between a caller and an external interactive voice response IVR unit CPN ANI Routing CART OAI Notifies an external
99. ll 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 33 shows three call guides involved in manual overflow Table 33 Manual Overflow Example Call Guide 100 Call Guide 200 Call Guide 300 Call Guide Call 200 Speak Announcement Speak Announcement Agent Group 4000 no Last Agent Group 8000 no variables variables Agent Group 5000 Agent Group 7001 includes a variable includes a variable Agent Group 6000 no Agent Group 7002 no Lt ETT md 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 400
100. ll guide Use a number from 1 to 4 to select one of the pilot s four main call guides for TOD Time of Day schedule Use the number of one of the pilot s TOD schedules for e N night call guide 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 e MON TOD 2 Sets the pilot to activate its second Time of Day schedule every Monday 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 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 Aastra 2545 004 ACD Call Guide User Manual Call Route Scheduling Description Parameter Holiday Date Defines all of the specific dates on which the pilot will use its Holiday Treatment to activate call guides Holiday dates are in the form MM DD Where MM is the numerical value for the month beginning with O 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 Example
101. lots that support the center It details all of the parameters for each pilot If a pilot uses Call Route Scheduling the plan records the actual system number for each of the pilot s call guides A pilot numbers its main call guides 1 through 4 these numbers do not match the call guide numbers that the system database assigns to call guides through the ACDC command The ACD design plan maps how call guides branch to and call each other It lists the variables that each call guide passes to and receives from other call guides See ACD Design Principles in the ACD Administration Procedures manual 2542 nnn for details e Test your call guides Develop a detailed test plan to Ensure that external calls route to the correct pilots Ensure that internal calls do not cause unexpected call guide processing Ensure that the system plays all messages correctly Ensure that agent actions such as transferring calls and placing calls on hold do not cause unexpected call guide processing Ensure that error handling performs as expected Testing error handling may require temporary call guides that deliberately route processing to error handling sections Before implementing call guides in a live environment remove all call guides that you created for testing only 2 Aastra 2545 004 ACD Call Guide User Manual A comprehensive test plan covers every call processing path including all branching call guide calling and er
102. n such blocks are nested the system associates If Else and End If steps by their order level of nesting For example the first If step is associated Aastra 2545 004 37 Chapter 2 Call Guide Steps and Commands with the last Else and End If steps the second If step is associated with the second to the last Else and End If steps and so on The following example shows nested If Else End If blocks If first block If second block If third block Else third block End If third block Else second block End If second block Else first block End If first block Table 15 If Step Parameters Value 1 Identifies the first of the two values the Fixed value switch compares to determine if the If Pre defined constant step s condition is true or false User defined constant Note User defined variable The Value 1 and Value 2 parameters must System variable be the same parameter type Pre defined function Label 38 Aastra 2545 004 ACD Call Guide User Manual Condition Defines the condition for the If step as one The value of this parameter of the following relational expressions is a fixed selection in the call Equal to guide Not equal to lt gt Less than lt Less than or equal to lt Greater than gt Greater than or equal to gt When comparing digit strings a switch applies the following ranking from lowest to highest 0 1 2 3 4 5 6 7 8 9
103. ned variable names The system reserves Null as a pre defined constant See the following for other reserved names e System Variable Call Guide Parameters e Pre defined Function Call Guide Parameters Aastra 2545 004 61 Chapter 3 Call Guide Parameters Using Variables Across Different Call Guides Unless a variable is explicitly passes from one call guide to another it remains a local variable applying only within the call guide that declares it Any step that transfers call guide processing to another call guide Call Guide Call Call Guide Return may pass or return up to 12 variables System Variable Call Guide Parameters A call guide can include system variables that a PointSpan switch names and defines When the system evaluates a system variable during call guide processing it uses the value of the variable when processing the associated step When a system variable includes one or more parameters that identify a party involved in a call it acts like a function call The following properties define each system variable e Name e Parameters required and optional see Parameters for System Variables e Type whether it represents an integer or a digit string e Access whether it is available for update or read only e Description what information the variable defines Table 27 describes the variables provided for use in call guides by a PointSpan switch Table 27 System Variables CALLUGP Integer R
104. nly The total number of agents Agent Integer Read only The total number of agents Group Pilot assigned to the specified Number agent group pilot optional Agent Group Pilot User Group optional PQUETIME Integer Read only The length of time that the call has been in queue CURRH12 Integer Read only The current hour 12 hour time CURRH24 Read only The current hour 24 hour time TO the current time DATEDAY Read only The current Beemen mon DATEDOW dl Read only The current day of the week ERRSTEP ERRCODE GDTERM GDTOUT Integer Read only The step number at which an error in a call guide occurred Integer Read only The code for a call guide processing error Digit Read only The terminator digit for the String last Get Digits step Integer Read only An indicator for timeout for the last Get Digits step ERRCGN beau Read only The number of the call guide in which an error occurred Aastra 2545 004 65 Chapter 3 Call Guide Parameters IPILOTOPR agar mese Radok ora toz Agent Integer Read only Returns the queue passage Group Pilot rate number of calls per Number hour for a pilot The optional optional Directory Number Agent parameter defaults to the Group Pilot called pilot directory User Group number unless otherwise optional specified The optional User Group parameter defaults to the pilot s User Group number unless otherwise specified CALCQUE Digit Read only Returns the call
105. nnouncement trunk from a specified group and connects a caller to an external interactive voice response IVR unit Because the connection is two way the IVR unit can receive and respond to outpulsed dual tone Aastra 2545 004 27 Chapter 2 Call Guide Steps and Commands 28 multi frequency DTMF digits from the caller A Connect IVR step using a Prefix Digit Table PDT can automatically send pilot number queue time or calling party number to a connected IVR Table 9 Connect IVR Step Parameters Announcement Trunk Group Prefix Digit Table PDT Wait Time for Announcement Trunk Unavailable Announcement Trunk Step Assigns the announcement trunk group by number to which the external IVR unit is associated Assigns the PDT by number that contains the information that the switch sends to the IVR If the value of this parameter is 0 the Connect IVR step does not provide a pilot number queue time or calling party number to the associated IVR Defines the duration that the system waits for an announcement trunk to become available Valid values include The duration of the wait in seconds The default is ten seconds The system will not wait for an available trunk it immediately proceeds to the call guide step when no announcement trunk is available Indicates no timing the system waits indefinitely for an announcement trunk to be available Defines a call guide step to which the
106. nses to all After you respond to the prompts prompts See Digit Collection Template the console displays all of the digit Parameters for descriptions of the collection template parameters parameters and their valid values followed by DOES UPDAT ERIFY gt E V MEN Type Y The system saves the changes Several PointSpan database parameters define the characteristics of the digits that a Get Digits step collects from a caller Table 30 presents the digit collection template parameters in alphabetical order Aastra 2545 004 73 Chapter 4 Digit Collection Table 30 Digit Collection Template Parameters 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
107. nt Average Call The average length of Answer Time time that a call remains in queue before being answered by an ACD agent Average Call The average length of Overflow time that a call remains Time in queue for this pilot before the switch routes it to an overflow pilot A number of seconds from or 0 to Fixed value 127 that sets the threshold for the statistic that Dynamic Overflow uses to activate overflow Adjustment for Average Time Pre defined constant User defined constant User defined variable System variable Pre defined function 24 Queue Depth A number from to 65535 that sets the threshold that Queue Depth Overflow uses to activate overflow The switch activates overflow when the number of calls in queue exceeds this value Fixed value Pre defined constant User defined constant User defined variable System variable Pre defined function Aastra 2545 004 ACD Call Guide User Manual 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 sel
108. nt to collect digit validation information terminator digits and inter digit timing information See Digit Collection for more information Pre defined function User defined variable System variable Aastra 2545 004 2 35 Chapter 2 Call Guide Steps and Commands Digit Collection Variable Default Digits No Digit Entered Step Invalid Digit Entered Step Announcement Prompt Interrupt 36 Defines the variable that stores collected digits Defines a digit string or a null value as the default digits if the system does not collect digits for a call When this parameter specifies null as the default the system sets integers to zero 0 and digit strings to null Defines a call guide step to which the system will proceed if it does not collect digits for a call This parameter can specify either a step number a step label or Next Next instructs the system to execute the call guide step that immediately follows the End Get Digits step Defines a call guide step to which the system will proceed if it collects invalid digits for a call This parameter can specify either a step number a step label or Next Next instructs the system to execute the call guide step that immediately follows the End Get Digits step Enables or disables interruption of an announcement or phrase in progress when the system receives a digit e User defined variable e System variable Note The variable type
109. o 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 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 Aastra Inc recommends that your ACD design plan record the system s call g
110. occconcconnconnconnnonanono nono nono ncnn nono nc nn nccnne ns 53 Aastra 2545 004 Table 24 Table 25 Table 26 Table 27 Table 28 Table 29 Table 30 Table 31 Table 32 Table 33 Table 34 Table 35 Table 36 Table 37 Table 38 Table 39 Table 40 Aastra 2545 004 ACD Call Guide User Manual Speak TV S BOTAS Prima teh dine aes sit 54 Wait Step Parameters iii nido id nets 56 Types of Call Guide Parameters 00 0 0 eeceseceseceseceseceseeeseesseeeeaecaaeceaecnaeenseenes 59 System VanableS cit tato 62 Parameters for System Variables oooooocnnncnnnccnocononoconnconnconnconcnonnnona nono nonn corn ncono 66 Pre detined FUNCUONS ys cta sss feccehgtecsdh iu ssedebensctteegs tadeskislaestbiessebebsceaceeste dica 67 Digit Collection Template Parameters 0 0 0 0 ceeceeceseeseeeseeeeeeeeseeeaeecaeeeseenes 74 Call Route Scheduling Parameters oooooocnoccnonononaconnconnconnnnnn nono nono conocio no ncnonannna ns 86 Error Handling System Variables oooonnncnnnccnocococaconnnacnnannnnn ccoo nono ncnn noc nccnnacns 93 Manual Overflow Examples srren e aai a is a 97 OAI Controlled Call Guide System Variable Description eee 100 OAI Control Call Guide System Variable Summary cece eeeeeeeeeeeeeees 102 Specify ACD Pilot for OAI Controlled Call Guide System Variables 103 OAT Message Contents iiccicinnta ri lata 104 Expired Values cia 106 Value at ECS Coldstatticinioci ii did 107 OAT 23460 Alaris cta ta
111. of Null which the system has named and defined When Null defines an integer the value is zero 0 When Null defines a digit string it represents a string with no digits a zer0 length string User defined Constant Call Guide Parameters 60 A call guide can include user defined constant parameters by assigning a fixed value either an integer or a digit string to a constant name that a user selects The system treats user defined constants as fixed value parameters An integer can range from 2147483648 to 2147483647 The system defines the maximum length for digit strings typically not to exceed 30 digits Digit strings can include the star and pound symbols Aastra 2545 004 ACD Call Guide User Manual User defined Variable Call Guide Parameters A call guide can include user defined variables to represent any of the following values that may differ from call to call e Caller choices e Values that the system passes between call guides e Digit strings that the system passes as user data to Open Application Interface OAD applications integrated voice response IVR units or other external systems See User Data e Calling party numbers that the system passes to outgoing trunks A variable represents either an integer value or a digit string The system initializes defines or changes the value of a variable during call guide processing A processing event such as a Set step or Get Digits step can initi
112. ollection Template If you do not save the template you must create it again from the beginning Modify a Digit Collection Template Use this procedure to modify the parameters of an existing digit collection template At the main Administrative Console The console displays command prompt PLAY SELECT COMMAN Type ACDC SELECT MODE Pie UPDA The console displ UPDATE MODE M Modify D D D gt ACDC PRINT TE TITLE ays C Create let The console displays SELECT SUBCOMMAND or gt Type T Digit Collection Template The console displays TEMPLATE NUMB ER A U or 72 gt Aastra 2545 004 ACD Call Guide User Manual 5 Type the number for this digit collection The console displays template Specify TEMPLATE Field to Modify or or gt 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 Type an appropriate code to make a According to your selection the change to the template console displays prompt for you to change parameters Parameter to Change ie All template parameters First Digit Wait Time Interdigit Wait Time Minimum Number of Digits Return Terminator Digit Terminator Digit s Template Title MXD Maximum Number of Digits Type appropriate respo
113. ommand prompt Type ACDC ECT COMMAND gt ACDC ECT MODE PRINT DISPLAY TE TITLES gt E MODE C Create Modify D Delet S S U T nsole displays U M ee console displays SELECT SUBCOMMAND or Ria T Digit ee Template The console displays TEMPLATE NUMBER A U or gt 5 Type the number for this digit The console displays collection template ENTER TITLE Type an appropriate name for this digit The console displays collection template 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 Aastra 2545 004 gt 7 Chapter 4 Digit Collection 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 The system saves the digit collection template Caution 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 C
114. or change all of the parameters for a pilot see Create an ACD Pilot or Modify an ACD Pilot in the ACD Administration Procedures manual 2542 nnn The ACD Pilot Parameters section in that publication describes all of the pilot parameters Aastra 2545 004 9 Chapter 5 Call Route Scheduling 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 At the main Administrative Console The console displays prompt type ACD l 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 DE Tean T 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 displays associated with the ACD pilot Specify ACD Field to Modify or or gt 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 sy
115. oup of the but not the user group current pilot for the call being processed is used to determine the specific ACD pilot and the system returns the value of CTGYAQT for the ACD pilot CTGYAQTO Does not specify a If CTGYAQT is accessed without a directory number or user directory number or user group the group value of CTGYAQT for the current pilot for the call being processed is returned Use an OAI Application to Update an OAI Controlled Call Guide System Variable An OAI application updates an OAI Controlled Call Guide System Variable utilizing the UPDATE_VARIABLE ARC message Process for OAI Controlled System Variable Updates The following process occurs when an OAI Controlled Call Guide System Variable is updated e The contents of the message are validated e The specified variable is updated e The data expiration time for the specified variable is reset for the entire Call Center e A MRM Message Response Message is returned to the updating application Aastra 2545 004 103 Chapter 8 OAI Controlled Call Guide System Variables Message Contents The UPDATE_VARIABLE ARC message contains e ACD Pilot identification e Variable name e Data expiration time e Variable value Table 37 OAI Message Contents ACD Pilot Identification An ACD Pilot is identified by a directory number and user group The directory number and user group of the desired ACD pilot are required in order to identify the ACD Pilot Call
116. peat a series of steps Speak Announcement SANN Speech Acquiring an announcement trunk makes a one way connection between a caller and an external IVR unit Speak Annunciator SANU Speech Makes a one way connection with an Message annunciator that plays a message to a caller Speak Broadcast SBRO Speech Makes a one way connection with a Message broadcast trunk that plays a message to a caller Speak IVS Data SDAT Speech Plays a single variable or value to a caller translating data values into audio phrases Speak IVS Phrase SPHR Speech Plays a phrase from an internal VC device to a connected caller Wait WAIT Control Inserts a delay before call guide processing continues to the next step Agent Group Step An Agent Group AGRP call guide step identifies a group of agents to handle ACD calls When a switch receives a call to an ACD steering pilot the active call guide for that steering pilot uses an Agent Group step to route the call to the agent group based on the pilot directory number that the step identifies Call guides can contain multiple Agent Group steps to support complex call routing See Call Guide Design Principles Aastra 2545 004 13 Chapter 2 Call Guide Steps and Commands The Agent Group step also sets parameters for the ACD Overflow capability Overflow distributes calls in queue to alternative pilots when none of the agents in a primary pilot are available Table 3 Agent Group Step Parameters
117. processing During a wait time the system can play silence a ringback tone or music A delay ends when one of the following occurs e The wait time defined in the Wait step expires see the parameters below e An agent becomes available to answer the call e An Open Application Interface OAI application or Computer Supported Telecomm Application CSTA transfers the call out of the called pilot Table 25 Wait Step Parameters Wait Type Defines the method for determining the wait The value of this parameter time is a fixed selection in the call guide Dynamic The system uses the Dynamic Wait Type parameter to determine the wait time Time The system uses the Wait Time parameter to determine the wait time 56 Aastra 2545 004 ACD Call Guide User Manual Dynamic Wait Defines dynamic waiting The wait time ends The value of this parameter Type only when the selected statistic exceeds the is a fixed selection in the duration of the Adjustment for Average Time call guide parameter Average Call The average time after Abandon which a caller hangs up Time before an agent answers This average excludes all calls that a caller ends within the duration of the short abandon threshold Average Call The average length of Queue time that a call remains in Duration queue before the switch routes the call to an available agent Average Call The average length of Answer time that a call remains in
118. r Plans may be more or less detailed depending on the capability of the call guide designers A novice call guide designer may want each step in a plan to include all of the parameters it will use With more experience a call guide designer may want plans with only the commands for each step Detailed call guide plans are especially important if many call guide designers are collaborating or if system administrators who did not actually design the call guides will be responsible for creating them on a switch Create a Call Guide Use this procedure to create a call guide with instructions that specify how Automatic Call Distribution ACD processes calls including how it routes calls to agents If your application of ACD uses Call Route Scheduling you will create different call guides for different times of day days of the week or days of the year A call guide can contain instructions to support interactive voice response IVR functions and the Integrated Voice Services IVS feature Initial Conditions The creation of a call guide requires much prerequisite information and system configuration Some examples include e To support ACD a call guide needs valid agent group directory numbers and user group information 4 Aastra 2545 004 ACD Call Guide User Manual e To support IVR functions a call guide requires valid IVS group IVS phrase group IVC device information e To support digit collection a call guide requires a
119. r 3 Use a comma to separate two or more exception dates Examples e 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 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 of the following e CG call guide Use a number from 1 to 4 to select one of the pilot s four main call guides for N night call guide Do not include a number TOD Time of Day Schedule Use the number of one of the pilot s TOD schedules for DOW Day of Week Do not include a number Examples e cG 4 sets the pilot to use its fourth call guide all day on the corresponding exception date TOD 2 Sets the pilot to use 1ts second TOD schedule on the corresponding exception date Aastra 2545 004 91 Chapter 5 Call Route Scheduling Call Route Scheduling Parameter ACD CTRL Control Treatment 92 Activates or deactivates Call Route Scheduling Allows you to deactivate the capability while you create or update Call Route Scheduling parameters
120. r Messages for a procedure Table 21 Speak Annunciator Message Step Annunciator Assigns the annunciator group by number Fixed value Group User defined constant Annunciator Identifies by number the message that the Fixed value Message annunciator will play to a caller User defined constant User defined variable System variable Pre defined function Wait Time for Defines the duration that the system waits for Fixed value Annunciator an annunciator to become available Valid Pre defined constant values include User defined constant na System variable The duration of the wait in y seconds The default is ten seconds Pre defined function The system will not wait for an available trunk it immediately proceeds to the call guide step when no announcement trunk is available Indicates no timing the system waits indefinitely for an announcement trunk to be available Unavailable Defines a call guide step to which the system Fixed value Annunciator Step will proceed if no annunciator becomes Pre defined constant available within the wait time This parameter can specify either a step number a step label or Next Next instructs the system to execute the call guide step that System variable immediately follows the Speak Annunciator Pre defined function Message step Label User defined constant User defined variable Aastra 2545 004 47 Chapter 2 Call Guide Steps and Commands Agent Interr
121. ror handling Ensure that your test plan ultimately processes calls through every step in your system s call guides Revise your call guides to correct any errors that your testing identifies Example Call Guide Description The following example describes intended call guide functionality When a caller first accesses the call center th message with three options place an order 1 service 2 or reach technical support order placement calls to pilot 1010 pilot 1020 wait time for system routes customer the call to overflow pilot 2010 If an agent in a primary pilot a message Your call and an agent will be with you in X seconds is not available the selected primary pilot is over one minute system plays a reach customer 3 The system routes service calls to and technical support calls to pilot 1030 If the the the system plays is valuable to us Please stay on the line The system provides the current wait time in seconds to the caller Th system plays music to each caller for up to 30 seconds while waiting for a primary agent If no primary agent is available system forwards calls to overflow pilot 2010 continues to play music to the caller available within another 60 seconds in that time The system low agent is ays a message If no overf the system pl We re sorry No agents are available for your call Please call back
122. roup Pilot User Group An agent group pilot s associated user group from 1 to 1000 The value defaults to the user group associated with the called pilot Pre defined Function Call Guide Parameters A call guide can include pre defined functions constructs provided by PointSpan switches for use in call guides Pre defined functions manipulate variables and return specific values during call guide processing When the system evaluates a pre defined function during call guide processing it uses the value that the function yields when processing the associated step The following properties define each pre defined function e Name e Parameters required and optional e Type whether it represents an integer or a digit string e Description what the function does Table 29 describes all of the pre defined functions provided for use in call guides by a PointSpan switch Table 29 Pre defined Functions Integer Integer Returns the positive absolute value Parameter of the specified integer parameter Digit String Integer Returns the integer value for the Parameter digits in the specified digit string parameter Aastra 2545 004 gt 67 Chapter 3 Call Guide Parameters 68 LEN Digit String Integer Parameter SUBSTR Digit String Digit String Parameter Integer Parameter 1 Integer Parameter 2 optional DIGITSTR Integer Digit String Parameter HOUR Integer Integer Parameter 1 MINUTE Integer Parameter 1 SECO
123. rt process If the variable expired the value is changed to the expire value ECS Switchover The system updates the contents of all OAI Controlled Call Guide System Variables on the secondary ECS when a system variable is updated All system variable contents are maintained following an ECS switchover Each variable is checked to determine if the data expired during the ECS Warm start process If the variable expired the value is changed to the expire value OAI 3460 Alarm Note AIP for the OAI 3460 alarm is initially configured to report the alarm 5 times within a 15 minute time window Table 40 OAI 3460 Alarm MESSAGE NUMBER 03460 EQUIPMENT CLASS OAI ALARM TYPE MIN Aastra 2545 004 107 Chapter 8 OAI Controlled Call Guide System Variables An OAI controlled system variable has expired No update was received in the time specified by the controlling OAI application This alarm displays once for each variable in each call center when call processing discovers that the variable has expired This alarm is throttled RESULT All of the variable is nulled for all pilots in the call center DATA WORD 0 ACD Pilot facility number DATA WORD 2 Call center number DATA WORD 3 N A REQUIRED ACTION Verify that the application performing the update was operational DATA WORD 1 OAI controlled Call Guide System Variable name Verify that all network connections connecting the switch and the OAI
124. s e 01 01 Defines January 1 as a holiday e 01 01 05 29 12 25 Defines January 1 May 29 and December 25 as holidays 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 of the following e CG call guide Use a number from 1 to 4 to select one of the pilot s four main call guides for N night call guide Use the number of one of the pilot s TOD schedules for TOD Time of Day Schedule do not include a number Dow Day of Week do not include a number Examples e cG 4 Sets the pilot to use it fourth call guide all day on any date that the DOY schedule indicates as a holiday TOD 2 Sets the pilot to use its second TOD schedule on any date that the DOY schedule indicates as a holiday DOW Sets the pilot to use its DOW schedule on any date that the DOY schedule indicates as a holiday Aastra 2545 004 gt 89 Chapter 5 Call Route Scheduling Call Route Scheduling Parameter Non holiday Treatment 90 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 holid
125. s ocres ionni iia E nonn conan cnn n EE EERE 22 Table 9 Connect IVR Step Parameters 200 0 cece cesceseceseceseceseeeseeeseeseaeeeaeeeseesaeceseesseeees 28 Table 10 CPN ANI Routing Step Parameters ooonoonnnccnocononcconoconaconnconnnnnncnn nono nc on nono nennne ns 29 Table 11 DeQueue Call Step Parameters cece ceseceseceseceseceeeesseeeeeeseneeeaeceaecnaeenaeens 31 Table 12 Forward Call Step Parameters oooooonocccoconocononoconoconoconnconn nana nonn cono nono non nccnnccnnccns 34 Table 13 Get Digits Step Pardmeters cocci rnociionasisitrdo calientes iiaia 35 Table 14 Goto Step ParamMetelS oooooccnnnnnnocnnoncnoncnonononononoconoconocnnncnnnannnnnnnnonanrna corn ccnnccnnccns 37 Table 15 IE Step Parametros casino 38 Table 16 Mark As Answered Step ParamMetelS oooonnoccnoconococonoconnconnconncnnncnn ccoo ncon nono nacnne ns 40 Table 17 Play Tone Step Parameters ooooonocnnocnnocononononcnonoconoconnconncnnn retirei eirin 41 Table 18 Repeat Step Parameters sons iroi tis devi dsb ieee eines 43 Table 19 Set Step Parameters ita 43 Table 20 Speak Announcement Step Parameters ocoocnccnnccnnoncnonononcnonnnnn nono nono nono ncnonccnna ns 45 Table 21 Speak Annunciator Message SteD cooconocococcconcconnconncnnncnnnnnnnnonn nono nono n con nono nccnne ns 47 Table 22 Speak Broadcast Message SteD ooooonoccnococococoncconnconncnnnnnnncona nono nonn conan con a con nccnnc ns 52 Table 23 Speak IVS Data Step Parameters oooooonococ
126. s one of the The value of this parameter optional following is a fixed selection in the Addition call guide Subtraction Multiplication Division Modulo MOD Concatenation When operands in an operation are digit strings only the concatenation operator is valid combining the two strings into one longer digit string 123 456 produces 123456 44 Aastra 2545 004 ACD Call Guide User Manual Second Operand Defines the second of two operands when a Fixed value optional Set step includes an operation Pre defined constant When an operand is an un initialized user User defined constant defined variable the system sets integers to zero 0 and digit strings to null User defined variable System variable When operands in a division or modulo operation are fixed values pre defined constants or user defined constants the system console notifies you if the operation includes zero 0 as a divisor If a switch processes a Set step with an operation that includes zero 0 as a divisor it performs error handling See Call Guide Error Handling Pre defined function Label Note The target variable first operand and second operand must either all be integers or all be digit strings A Set step can contain type conversion functions as follows to ensure that the operands and target variable match e INT digit string variable e DIGITSTR integer variable For example Set Varl
127. sctsbensacesas dageshisdeneteaagsebesctcaveesnelatsthuiegts 33 End lt Ste ica ahii 33 Forward Call St ps sscit cnet sachiis ieee nS aL ec ee E S e 33 Get DISS A chet denne e nisin neh inenaenee Lables vert heidi bet ete 34 A ah aien e a a hai ea et ati ea te iat 37 O 37 Mark as Answered Step unta li ais 40 Play Tone StePusavss lidere sii cidad 41 Repeat SP a A le 42 A O NOS 43 Speak Announcement Step ooo scsecescccsesesseceshecssceesceneccseeseedteceeccedsueesssesteeetecttscesstecssesees 45 Speak Annunciator Message Step ee cescescsseceseceseeeseeeseecaecsaecaecssecsaeesseceseeseeeeseeeees 47 Create Annunciator Messages for Call Guide cee eecceeeceeeeeeeeeeeeeeseeaeceaeceseenseeees 48 Annunciator Message Components c cococccoccnocononoconaconccnnncnnncnnncnnononn non nono nono nacn nacos 49 Annunciator PHASES coin anae ieee E E pte ace eolica 49 Speak Broadcast Message Step eeeesceseceseceseceseceseeeeeeeeeecsaecsaecsaecaeceaeesseceseeseeeeseeeees 51 Aastra 2545 004 ACD Call Guide User Manual Speak IVS Data Step isis ia A AL A dt a 52 Sp ak IV S Phrase SED cuota scan 54 Special Handling of IVS Phrases Data and Pauses oooonnccnoccnoconocnnocncooncnnncnn nono nccnnacnnccnno 55 Wait Sepia eae A AAA be 56 Chapter 3 Call Guide Parameter6 csssssssscsssscsssscssssscsssssssscsesscsssssssssssssccsssessssssessoess 59 Fixed value Call Guide Parameters cccccecsscceesseceeeeeceaeeeesaeceeaeeceeeeesaeceeaaeceea
128. stem 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 sot Aastra 2545 004 e If Call Route Scheduling is not already enabled on the system go to step 8 Or e If Call Route Scheduling is already enabled on the system go to step 11 ACD Call Guide User Manual The console displays TABL E CHANGE PERFORMED CRS TRANSLATION or Return END Press lt Enter gt The console displays ACD E ENT DOY FRC UNF or TOD DOW DOY gt CTRL TR ATM NT TOD DOW gt Go to step 13 EA Type Y The console displays CHANGE INFORMATION Y Go to Step 11 to deactivate Call Route Scheduling Go to Step 17 to activate Call Route Scheduling GE ACD CONTROL N CTRL TR ATM Type FRC to deactivate Call Route The console displays Scheduling FORC See Call Route Scheduling N Parameters for complete details E TO CA L GU NT IDE NIGHT S ERVIC Type a number from 1 to 4 to The console displays select one of the pilot s main call guides OT a Type N to select the pilot s night call guide OF 55 8 gt Typ
129. step at which the error occurred An error handling section can include If Else End If blocks that select Goto steps conditionally resuming normal call processing at different steps based on different conditions Returning to any call guide step outside the error handling section ends error handling and resumes normal call guide processing Aastra 2545 004 gt 93 Chapter 6 Call Guide Error Handling Special Error Handling Conditions The following special error handling conditions are possible e Another error occurs during error handling e the call guide does not include an error handling section e The number of processing errors exceeds the system s allowable limit e The processing error is too severe for error handling Error Occurs During Error Handling If an error occurs during error handling the system does the following Reports an alarm on the system console 2 Removes the call from the call queue of all agent group pilots and CallNet groups to which the call is queued Ends any announcements being played MES Plays reorder tone to the caller Call Guide Does Not Include an Error Handling Section If the call guide does not provide an error handling section the system does the following Reports a default alarm on the system console 2 Removes the call from the call queue of all agent group pilots and CallNet groups to which the call is queued Ends any announcements being played oa Plays reord
130. t variable Set Var7 100 Note The target variable first operand and second operand must either all be integers or all be digit strings A Set step can contain type conversion functions as follows to ensure that the operands and target variable match e INT digit string variable e DIGITSTR integer variable Example Set Varl INT Var2 1 Aastra 2545 004 gt 43 Chapter 2 Call Guide Steps and Commands First Operand Defines the first of either one or two Fixed value operands Pre defined constant When an operand is an un initialized user User defined constant defined variable the system sets integers to zero 0 and digit strings to null User defined variable System variable When operands in a division or modulo operation are fixed values pre defined constants or user defined constants the system console notifies you if the operation includes zero 0 as a divisor If a switch processes a Set step with an operation that includes zero 0 as a divisor it performs error handling See Call Guide Error Handling Pre defined function Label Note The target variable first operand and second operand must either all be integers or all be digit strings A Set step can contain type conversion functions as follows to ensure that the operands and target variable match e INT digit string variable e DIGITSTR integer variable For example Set Varl INT Var2 1 Operator Specifies the operation a
131. t to handle the call The switch applies overflow based on the parameters in the associated Agent Group AGRP or CallNet CNET steps Typically all Agent Group or CallNet steps in a super group have the same overflow parameters However if the overflow parameters are different for different Agent Group or CallNet steps the switch excludes any super group members that prevent overflow based on current conditions An Agent CallNet Super Group command has no parameters Alarm Step An Alarm ALRM call guide step displays a user defined alarm on the system console for a PointSpan switch It can also display any other error that the system passes to error handling step in the call guide See Call Guide Error Handling for more information Table 4 Alarm Step Parameters Error Code Defines an integer value from 1 to 1999 that Fixed value a user can use to reference a problem in call Pre defined constant uide processing Aastra Inc reserves error 8 E 8 User defined constant codes 1 through 999 for call guide processing errors Error codes 1000 through 1999 are available for user defined alarms System variable User defined variable Pre defined function Aastra 2545 004 17 Chapter 2 Call Guide Steps and Commands Announcement Pause Step An Announcement Pause APAU call guide step inserts silence between two announcements or Integrated Voice Services IVS phrases Table 5 Announcement Pause Step Parameters
132. t will use as either one of its four primary call guide or its night call guide Specify ACD Field to Modify OG OE Prya TF Press lt Enter gt The console displays all of the parameters for the ACD pilot followed by DOES UPDATE VERIFY gt Type Y The system saves the call guide Repeat steps 6 and 7 until you have made all needed call guide assignments or changes 10 Aastra 2545 004 ACD Call Guide User Manual Chapter 2 Call Guide Steps and Commands Each step in a call guide contains a single command A step is different from a command in that it has a place in the ordered sequence of instructions in a call guide Commands however provide the general call guide functions Not every command is appropriate for any given step depending on that step s relation to the commands in other steps For example a step can t contain an End Get Digits command if a previous step does not contain a Get Digits command For most purposes however call guide steps and call guide commands as synonymous As a convention Aastra Inc typically refers to call guide steps Each call guide command belongs to one general class based on its function Table 1 Call Guide Command Classes OAI Communicates directly with an external application over an Open Application Interface OAI channel Such OAI applications can provide additional custom call control capabilities Plays tones speech or other audio to a cal
133. tchover eare tdi 107 OAI 3 460 Alarm nesia ea A 107 Man Machine Command ChangeS ooconoccnocccnoncnoncnoncnononnocnoconoconccnnncnnn cnn nnnn rra cra cra crias 108 ACD Cuit otitis ies AT ns ashe eg E 108 Play AQT in the ACD Call Guide nieren ae i conan conc crono rn eiea 108 Call Guida tddi trail ads 109 Assign Values in an ACD Call Guide oooconncononcniccnoononoccnoncnnnonnanancnnn conc crac nonanrnn conan 111 Gall Guide str A a to did 111 Centergy Reporting 1 7 Database for AQT eccceeccecesccecseeceseeceeaeeceeeeeceaeeeeaeceeaeeeenees 113 Aastra 2545 004 x Proprietary and Contents Section List of Tables Table 1 Call Guide Command Classes 0 0 0 ceceeceessecsseceseceseeeeeeeneeeseesaeecsaecaaecaecnaeeaeens 11 Table 2 Call Guide Commands eee eeeescessesseceseceseeeseceseeeseeeeneeeaeeeaeeeaaecaaecsaecnaeeaeen 11 Table 3 Agent Group Step Parameters sce eeceseceseceseceseceseeeseeseeeecaecsaecsaecsaeenseeeseeess 14 Table 4 Alarm Step Parameters 2 c c cssssssedescteeeeseseseottectesecensesedbecteeneneceeecthectessoensecees 17 Table 5 Announcement Pause Step Parameters ooooonocnnnccoccconnnonnnonnnonanonononn nono nccnncnnnacnna ns 18 Table 6 Branch to Call Guide Step Parameters oooonoccnnccnocononaconanannnonnnnn nono nonn conocio co nacnna ns 19 Table 7 Call Guide Call Step Parameters oooooonncnnocnnoconocononoconoconaconccnnncnnncnnnnona non corn nccnnc ns 20 Table 8 CallNet Step Parameter
134. tep within the branching call guide rather than its beginning use the Call Guide Call and Call Guide Return steps A Branch to Call Guide step does not remove a call that has already been queued to an agent group or CallNet group By combining If steps with Branch to Call Guide steps a call guide can easily define sophisticated conditional processing ig Aastra 2545 004 ACD Call Guide User Manual Table 6 Branch to Call Guide Step Parameters Call Guide Identifies the call guide to which branching Fixed value Number directs further call guide processing The User defined constant number for the target call guide is an integer value from 1 to 65535 that matches the number of an existing call guide in the switch database If the database does not Pre defined function contain a call guide with a number that matches this parameter value the switch plays a reorder tone to the caller and ends the call after reaching a system time limit User defined variable System variable List of Arguments Defines up to 12 arguments user defined User defined variable variables that the branching call guide passes to the target call guide Each argument provides a value either an integer or a digit string for a parameter defined in the target call guide The type of each argument whether an integer or a digit string must match the type of its associated parameter If the current call guide has not initialized the value of a user de
135. 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 Aastra 2545 004 75 Chapter 4 Digit Collection 76 AASTRA Aastra 2545 004 ACD Call Guide User Manual Chapter 5 Call Route Scheduling With Call Route Scheduling a PointSpan switch can activate different call 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 of operation For example the standard hours of operation for X Corp s call center are Monday through Friday 8 00 am t
136. the PointSpan switch with updates The throttle time spaces the updates per call type so that each update is at least x seconds apart The keep alive timer guarantees Centergy Reporting is making an update once every x seconds If the PointSpan switch does not receive at least one update within x seconds the switch will mark all of the data as stale Keep Alive Time should be much shorter than the AQTOAIStaleTime so that there is no chance of data being marked stale unless Centergy Reporting is not functioning The time when the switch will mark the data as bad 113 Chapter 8 OAI Controlled Call Guide System Variables AASTRA 114 Aastra 2545 004 Index 3460 112 3rd Party 104 105 About This Publication xiii ACD 107 108 112 115 ACDC 112 113 115 Adjustment for Average Time 17 Agent Available Interrupt 20 Agent Group 11 Agent Group Pilot 15 Agent Group Pilot User Group 15 Agent Group Step 14 Agent Interrupt 31 49 51 55 59 Agent Percentage 18 Agent Percentage Overflow 16 Agent CallNet Super Group 12 Agent CallNet Super Group Step 18 AGRP 11 14 Alarm 12 112 Alarm Step 18 ALRM 12 18 ANI CPN 25 ANI CPN Transmission to CallNet 27 Announcement Pause 12 20 Announcement Prompt Interrupt 39 Aastra 2545 004 ACD Call Guide User Manual Announcement Trunk 101 Announcement Trunk Group 30 48 APAU 12 20 AQQT 103 AQT 113 AS
137. the switch to continue call processing with the current call guide For more information on CPN ANI routing see Trunking in the PointSpan System Database Procedures manual 2513 nnn Table 10 CPN ANI Routing Step Parameters OAI Channel Identifies by number the OAI channel Fixed value through which the switch will provide User defined constant ACD call CPN and ANI information to an sats User defined variable external application f System variable If the value of this parameter is 1 or is not provided e The switch uses the OAI channel associated with the called pilot if applicable Pre defined function The switch performs error handling see Call Guide Error Handling for information Aastra 2545 004 gt 2 Chapter 2 Call Guide Steps and Commands OAI Application Identifies the external application that will Fixed value receive the ACD call CPN and ANI User defined constant information across the OAI channel User d fined variable If the value of this parameter is 1 or is not 7 System variable provided e Pre defined function e The switch uses the OAI application associated with the called pilot if applicable The switch performs error handling see Call Guide Error Handling for information OAI Channel Defines a call guide step to which the Fixed value Down Step system will proceed if the OAI channel is Pre defined constant down and the switch cannot send the call ae User
138. uide numbers for each pilot For details see ACD Design Principles in the PointSpan ACD Administration Procedures manual 2542 nnn Aastra 2545 004 77 Chapter 5 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 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 FRI TOD 1 SAT TOD 1 SUN NIGHT 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 TO
139. uling ooonoconncnnoccnocononoconaconaconnnannonn cono nonn nooo ncrnnccnna ns 79 Activate or Deactivate Call Route Scheduling ooonncnnnccnoconocanocanaccnocnnnnncnnncnn nono nornnacnnonns 80 Build or Modify Call Route Scheduling Tables eee eeeeeeceeeneeeneeeeecaecnaecnaeenaeens 82 Access Call Route Scheduling CRS oooonoccnocccococococonoconnnonnnonnconn nono ncnn ccoo n con ncrnnocnna ns 82 Timerok Day ROD tdi 84 Aastra 2545 004 vii Proprietary and Contents Section Day of Week DOW sc cian E Het eee 84 Divo Year DO Did 85 Ending Conditions tus 86 Example iio E A ia 87 Examples iii id eee 88 Example tati loreto calida iii sare Eea E Es aeeie 89 Examples isga testa estates sash tetas estates lo tibio sales il aitor sidad ansias lot E 89 Examples iii Gate a an al tae ate 90 Example Lira ahi sateen atthe eesti etn aati 91 ExampleS ictericia ies ies nielatl isos 91 Chapter 6 Call Guide Error Handling ccssccsssssssscssssscesssccssscsssesssssecssscssssessssescssss 93 A O O 93 Error Handling Sectores itinerantes beste dba 93 Special Error Handling Conditions ccooccnnonocinocanonnconncnonnnonononacnnn co nono nono nccnnnnccnnn conan 94 Error Occurs During Error HandliN8 ooonncocinoccconocononcnononanononoconononona conca cnnnc cnc ccnnnnss 94 Call Guide Does Not Include an Error Handling SectiOM coocconnnnncnnncnnncconaconacns 94 Number of Processing Errors Exceeds System Limit
140. up for any steps between a Get Digits and an End Get Digits step Such steps inherit the IVS group from the Get Digits step 34 Aastra 2545 004 ACD Call Guide User Manual Table 13 Get Digits Step Parameters IVS Group Assigns an IVS group by number The Fixed value system uses an IVC device associated with User defined constant this IVS group to collect DTMF digits Wait Time for Defines the time the system waits for an Fixed value IVS Device IVC device to become available Valid Pre defined constant values include User defined constant 1 255 The duration of the wait in Sye variable l seconds Pre defined function The system will not wait for an available device it immediately proceeds to the call guide step when no IVC group is available Indicates no timing the system waits indefinitely for an IVC device to be available Unavailable IVS Defines a call guide step to which the Fixed value Device Step system will proceed if no IVC device Pre defined constant becomes available within the wait time This parameter can specify either a step number a step label or Next Next instructs the system to execute the call System variable guide step that immediately follows the Pre defined function End Get Digits step Label User defined constant User defined variable Digit Collection Defines a digit collection template by Fixed value Template number that specifies the number of digits User defined consta
141. upt Enables or disables interruption of the Fixed value annunciator when an agent becomes Pre defined constant available to answer the call User defined constant User defined variable System variable Pre defined function Create Annunciator Messages for Call Guide Use this procedure to create annunciator messages for use by a Speak Annunciator Message step in a call guide At the main Administrative Console The console displays command prompt Type AMSG Annunciator Message ELECT COMMAND gt AMSG S SELECT DE PRINT DISPLAY UE E EARCH gt T S he console displays ECT MODE C Create or D Delete gt The console displays MESSAGE NUMBER 32 47 Type the number of a new annunciator The console displays message to create from 32 to 47 WORD TYE Return E P xx D xx Word DA ODE Pess gt pD Ey E Note The system reserves annunciator messages 1 to 31 for fixed messages Y ou can not create a new message with one of these numbers Type a component of the message that The console displays you are creating See Annunciator a WORD TYPE P xx D xx Word Message Components for assistance Return End or gt Repeat step 5 for each additional component of the new annunciator message in sequential order Press lt Enter gt when you have The console displays the new completed the new
142. value Queue Overflow occurs only if Depth the number of calls in Overflow queue for a pilot exceeds the value of the Queue Depth parameter Agent Overflow occurs only if Percentage the percentage of available Overflow agents exceeds the value of the Agent Percentage parameter Aastra 2545 004 15 Chapter 2 Call Guide Steps and Commands Dynamic Overflow Type Adjustment for Average Time Queue Depth 16 Defines dynamic call overflow Overflow occurs only when the selected statistic exceeds the duration of the Adjustment for Average Time parameter Average Call The average time after Abandon Time which a caller hangs up before an agent answers This average excludes all calls that a caller ends within the duration of the short abandon threshold Average Call The average length of Queue time that a call remains Duration in queue before the switch routes the call to an available agent Average Call The average length of Answer Time time that a call remains in queue before being answered by an ACD agent Average Call The average length of Overflow Time time that a call remains in queue for this pilot before the switch routes it to an overflow pilot A number of seconds from or 0 to 127 that sets the threshold for the statistic that Dynamic Overflow uses to activate overflow A number from to 65535 that sets the threshold that Queue Depth Overflow uses to activate overflow
143. variable The data sent in the variable value is validated based on the data type of the system variable that was specified in the UPDATE_VARIABLE message If the data value sent in the UPDATE_VARIABLE message is invalid the current value of the requested variable remains unchanged and the data expiration time remains unchanged Data Validation Integer Data The Data for an Integer variable passed in the message must be to 4 bytes in length If data of an integer variable is more than 4 bytes then the data is invalid If the data is invalid then a MRM is returned indicating an invalid data value was received TBCD data The data for a TBCD variable must be 0 to 15 bytes in length 0 to 30 TBCD digits A data length of zero indicates a NULL digit string If the TBCD data received exceeds 15 bytes then a MRM is returned indicating an invalid data value was received Data Expiration Time Processing The UPDATE_VARIABLE message specifies the Data Expiration Time in seconds This time is used to guarantee the data contained in an OAI Control Call Guide System Variable is current The data expiration time is a 2 byte unsigned data field If the data expiration time specified in the message is O then the data does not expire The system manages the data expiration times on a per call center basis for each of the five OAI Controlled Call Guide System Variables When an UPDATE_VARIABLE ARC is received for a pilot the data expirat
144. ystem 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 procedures to implement and maintain PointSpan stations and phone equipment XV About This Publication Publication Number Tite Description 2513 nnn PointSpan System Database Procedures manual 2516 nnn PointSpan Command Reference manual 2541 nnn Automatic Call Distribution ACD System Description 2542 nnn ACD Administration Procedures Various Quick reference and user guides for phones Series 2000 ITE 760 Series 2000 ITE 780 ITE 12 ITE 12 SD ITE 12 S ITE 30 SD xvi Provides step by step instructions to implement and maintain PointSpan features system functions and configurations for cards ports and other switch components Defines the commands 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 is does It describes all ACD components and capabilities at a broad level Provides instructions to implement ACD and to control individual ACD capabilities Provide instructions for using the many phones and stations available with PointSpan Aastra 2545 004 ACD Call Guide User Manual Chapter 1 Call Guides Overview A call guide is a series of instru

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