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Avaya Contact Center BCM Rls 6.0 User's Manual

1. rrrrrrnnnnrrrnrnnnnnrvrrrnnnnnrrnnrnnnnnsrnnnnnnensrnnnnnnsnssnn 44 Skillset Mailbox Mitalisation srca ae 48 Assigning Agents 10 SkKillSelS Jaa 49 To assign an Agent to a Skillset sv san 49 Day NOR Roung T aple Seeon tae tanh Oo achat tanec anlar eaten t aaa 52 To Create Day Night Routing Tables cccccccscceccssssseeeeseeeeeeeeeseeeeseeesesaaees 53 Configuring Service MOCES cccccssesececcceeseeceecceeeeeceeeceeeeeeeeessaeeeeeessageeeeeeaas 60 Setting the Service Mode for SKillsets rrrrnrrrrrrrnnnnnrrrrrnnnnnrrrnrnnnrnrrnnnnnnsneenn 62 Configuring Overflows 2 00025 cscecnbeiccss veut sewnecnncedeeceiteesidtecen teed sexseceasebee casera eee 64 Assigning Lines to the Skillset rrrrrnrrrranrrrrnnnerrannerranrernnnrnnnnnnnn 70 Enabling the Skillset cccccccceeceeeeeceeeeeeeeeeeseeseeseaeeeseeeeeseeeeeas 71 4 NN4001 1 023 Issue 1 2 BCM RIs 6 0 Contact Center Ensuring Lines Are Answered by Contact Center 000c0e8 72 Advanced Configuration annennnnnnnnnnnnnennnnnnnnennnnnnnnennnse 74 Expected Waiting Time EWT rrnranrnnanonranrnranrnranrnranenvanrnvnnennnn 74 Expected Waiting Time Calculation rrrnrrnrrnrnnnnrrvrrrnnnnrrrnnrnnnnnrnnnrnnnnsrnnnnnnsnee 74 Expected Waiting Time Configuration rrrrnrnnnnnrvrrrnnnnnrvvrrnnnnnennnrnnnnnrnnnnnnsnne 74 Recording the Expected Waiting Time GreetingS ccccceeeesseeeeeeeeeeeeeeees 75 Creatin
2. 2 Enter the default Operator password 67372867 operator and press OK Or lf you changed the default Operator password enter the new password and press OK 3 Press MODE 4 The display shows the Service Mode for Skillset 1 5 Press CHNG if you want to change the Service Mode to Day or Night or Auto Or Press VIEW if you want to view the details for the Service Mode Or Press NEXT if you have a Day Routing Table for skillset 2 6 The display shows the Service Mode for skillset 2 7 Press CHNG if you want to change the Service Mode to Day or Night or Auto Or Press VIEW if you want to view the details for the Service Mode Or Press NEXT 8 The session ends when the Service Modes for all skillsets has been displayed NN40011 023 Issue 1 2 BCM RIs 6 0 63 Contact Center Configuring Overflows Overflows are used in situations where Agents are not logged in to a Skillset and or a call has been waiting in the Queue for an excessive time When Intelligent Overflow Routing determines that a condition is met for the call the call goes to the destination you specify Possible actions are e Moving the call to a new skillset The caller hears the greetings for the new skillset e Overflowing the call to one or more skillsets The caller continues to hear the greetings from the original skillset e Sending the call to the skillset mailbox e Transferring the call to an extension external number mailbox Automated
3. This allows the customer to choose the specific number of agents and skillsets that their business currently requires With an option to increase as the business needs increase NN40011 023 Issue 1 2 BCM RIs 6 0 7 Contact Center Contact Center Capacities ho Intelligent Contact Intelligent Contact Center for BCM50 Center for BCM 450 Active agents includes supervisors Active Default 2 maximum 50 Default 2 maximum 80 agents are agents who are logged on to one skillset or a combination of skillsets Active calls in all skillsets 30 Voice ports shared with CallPilot or dedicated Minimum 2 default 10 Minimum 2 default 10 maximum 10 maximum 32 Supervisor functionality including call Silent monitor Silent monitor monitoring Supervisor Help Available with Silent Available with Silent Monitor Monitor Maximum simultaneous monitoringsessions 6 16 Caller Input Tables Available Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Attendant skillset mailbox or CCR Tree Advanced Intelligent Caller Input Routing the ability to route a call based on multi digit fixed or variable strings Delegated Contact Center Administration the Available Available System Administrator can create a password to give a Contact Center Administrator or Supervisor access to Contact Center administration Intelligent Overflow Routing rules you create Available Available to overflow change
4. Disconnect step after an informative greeting is also a good way to end the routing table NN40011 023 Issue 1 2 BCM Rls 6 0 59 Contact Center Configuring Service Modes The Service Modes settings define when the Day and Night Routing Tables are presented to callers If 24 hour mode is selected then the Day Routing Table will be presented for the duration of the day selected If a Night Routing Table has not been configured then only 24 hour routing modes will be used 1 Open CallPilot Manager 2 Click the Contact Center heading 3 Click the Skillset List link The Skillset List page appears 4 Click the Service Mode link for the Skillset you want to configure Main Logout Help Skillset List Mailbox Administration Skillset Name CDN Status Commands 1 Customer service 231 Enabled Properties Agents Day Night ServiceMode Overflow Disable Auto Attendant 2 Sales 300 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Custom Call Routing t Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routing Table Expected Wait Time Table Customize MMCC Files 60 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 5 The Skillset Service Mode page appears The default setting is 24 hour service Skillset Service Mode Skillset Night Start Time hh mm 24 Hour Format Monday k Tuesda
5. 1 Log into CallPilot Manager If an existing Routing Table is to be changed ensure that the Skillset to be edited is disabled 2 Click the Contact Center heading Click the Skillset List link The Skillset List Screen appears Main Logout Help Skillset List 1 Customer service 251 Enabled Properties Agents Day Might ServiceMode Overflovw Disable Auto Attendant 2 Sales 300 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfigure Custom Call Routing Networking Contact Center Agent List MO Skillset List General Properties Greetings Caller Input Rules CLDONIS Routing Table Expected Wait Time Table Customize Wikio Files 3 Click the Day or the Night link for the skillset to which you want to add a greeting step Main Logout Help Skillset List Mailbox Administration Skillset Hame CDN Status Commands Enabled Properties Agents Day Might ServiceMode Owertlow Disable 1 Customer service 251 Auto Attendant 2 Sales 300 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfigure Custom Call Routing Hetworking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DMS Routing Table Expected Wait Time Table Customize Witt Files 82 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 4 The Day or the Night Routing Table page appears Logout Help Day Ro
6. 8 If you select to play a Greeting or an EWT Greeting Table you can also configure the Intelligent Caller Input Routing option a Select None if you do not want callers to be able to transfer their Calls Intelligent Caller Input Routing for Greeting EVVT Greeting step only None b Select Basic if you want callers to be able to transfer to the Automated Attendant Operator Skillset mailbox or a CCR Tree select the transfers available to callers i Select the Auto Attendant check box if you want callers to be able to transfer to the Automated Attendant Select the Operator check box if you want callers to be able to transfer to the Operator NN40011 023 Issue 1 2 BCM Ris 6 0 57 Contact Center iii Select the Skillset Mailbox check box if you want callers to be able to transfer to the Skillset mailbox iv Select the CCR check box if you want callers to be able to transfer to a CCR Tree Basic M Auto Attendant 1 r Table None Select Mone for default 44 prompt Mote 42 company greetings vill be skipped f Operator E i Skillset Mailbox 3 W CCR E Tree 3 7 c Select Advanced if you want callers to be able to enter multiple digits such as a pass code entered in a Caller Input Rules Table i From the Retries list box select a number between 0 and 5 The default is 2 This is the number of times a Data Entry step repeats itself on a caller entry error li From the Caller Input
7. Forced Play E C EWT Greeting Table z Forced Play E Distribute for 00 30 mm ss C Goto step 13 Transfer to Extension Transfer to mailbox Transfer to external Outdial Method Line v Line Pool Transfer to Auto Attendant None gt Greeting Table Select None for default 44 prompt Note 44 company greetings will be skipped Transfer to Operator Transfer to CCR 1 gt C Disconnect Intelligent Caller Input Routing for Greeting EWT Greeting step only amp None Basic VW Auto Attendant 1 vr table None v Select None for default 44 prompt Note 44 company greetings vill be skipped M Operator foz M Skillset Mailbox 9 v M CCR 2 3 Tree 1 x C Advanced Retries 2 Caller Input Rules Table z Submit Cancel 7 You may only choose ONE option at a time from the Step Type option list NN40011 023 Issue 1 2 BCM Ris 6 0 55 Contact Center The following are examples of INDIVIDUAL steps that can be used a Greeting Give the Greeting number from the Contact Center Greetings list This may also be selected as Forced Play which means that the caller will always hear this greeting even if agents are available Greeting 1 welcome Forced Play E b EWT Greeting Table Select the EWT to be used This will inform the caller the Expected Waiting Time of the Skillset refer to the Expected Waiting Time section of this guide for inf
8. NN40011 023 Issue 1 2 BCM Rls 6 0 99 Contact Center An Activity Code has e A digit numeric value between 1 to 16 digits e A name of up to 16 characters that is displayed on agent telephones and in Reporting for Contact Center Activity Code reports e A description of the activity of up to 50 characters e Activity Codes can be used for Contact Center calls only If an agent receives a non Contact Center call or initiates an outgoing call Activity Codes do not apply The Activity Codes table can have a maximum of 2 000 entries e The feature code for entering activity codes is F907 Creating or Changing an Activity Code To create an Activity Code 1 Within CallPilot Manager click the Contact Center heading and select the Activity Code link The Activity Codes page appears Click the Insert link Main Logout Help Activity Codes Mailbox Administration Code Id Name Description Commands 111 Product 1 sales Enquiry Change Delete 122 Cust Complaint Incoming Call Complaint Change Delete End Insert ij ee Import Import Activity Codes From File Hetworking Contact Center Agent List Skillzet List General Properties Greetings Caller Input Rules CLIDJDNIS Routing Table Expected Wait Time Table ee ctiviy Cores Customize MMCC Files 100 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 2 The Activity Code Setup page appears In the Activity Code box type the number of the acti
9. Administrator If you reset the Operator password it is reset to Operator e Toreset the Operator password using CallPilot Manager Start CallPilot Manager Click the Operations heading Click the Operator Settings link The Operator Settings page appears Click the Reset Operator Password check box Click the Submit button The password is reset to 67372867 Operator TRAN e Agents that need to log in to multiple but not all Skillsets require a two line display handset If they login via a single line display handset and the agent belongs to multiple skillsets they will be logged into all of the skillsets e Agent log on problems If an agent cannot log on at their phone Ensure the agent ID and password match Check to see if the agent is already logged on to a different phone Check to see if a different agent is logged on to this phone e Supervisors require a two line display handset e Normally Agent handsets would have DND on Busy Y so they are not presented with an internal call whilst on a Contact Center call However this does stop the Supervisor from monitoring listening in to that Agent To enable monitoring of that Agent DND on Busy NN40011 023 Issue 1 2 BCM RIs 6 0 127 Contact Center needs to be No This means the Agent may receive a second call from an internal number Contact Center General Parameters e Do not assign all the available voice channels as reserved channels Contact Center can use
10. Click the Record button After the tone record your greeting prompt or mailbox name Play Stop recone swe 38 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 8 After you finish recording click the Stop button pay Sor Record Save 9 To listen to the prompt click the Play button or to save the recording click the Save button 10 The recording replaces the original prompt or greeting 11 Click the Close button and replace your telephone handset It may be necessary to refresh the screen to show that the greeting has been recorded 12 Click on the Add Caption link if you wish to apply a description to the greeting Enter the description and click Submit Greeting Caption Greeting 3 Reassurance gt Submit Cancel Importing amp Exporting Greetings With Business Communications Manager you can import a previously recorded greeting or prompt To import a previously recorded greeting or prompt 1 Start CallPilot Manager 2 Click the Contact Center heading 3 Click the Greetings link The Contact Center Greetings page appears 4 Click a Voice link from the Contact Center Greetings screen NN40011 023 Issue 1 2 BCM Rls 6 0 39 Contact Center 5 The Record screen will appear If you know the location of the greeting or prompt in the From box type the location of the file and click the Send button Or If you do not know the location of the greeting or prompt at the Import opt
11. Overflow to Skillset Specify Transfer to Extension Transfer to Mailbox Transfer to External Outdial Method Line v LinePool Transfer to Auto Attendant None Greeting Table Select None for default 44 prompt Mote 44 company greetings vill be skipped Transfer to Operator Transfer to CCR 3 v Change Call Priority Only New Call Priority No Change Submit Cancel NN40011 023 Issue 1 2 BCM Rls 6 0 65 Contact Center 7 From the Action options select one of the following destinations a To send the call to another Skillset select Move to Skillset and from the list box select the Skillset you want to move the call to Action C Move to Skillset 1 Note If only one skillset is configured then this option will not be available b To send the call to the Skillset mailbox select Send to Skillset Mailbox Send to Skillset Mailbox c To overflow the call to another Skillset select Overflow to Skillset and click the Specify link Overflow to Skillset Specify d The Overflow to Skillset Configuration page appears Select the check box for the Skillset you want to overflow to and click Submit Overflow to Skillset Configuration Skillset 2 Rule Number New Select Skillset Name 1 SKILL 3 SKILL 4 SKILLA KL SKILLE SKILL7 SKILLS 66 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center e To transfer the call to
12. agent does not enter an Activity Code until a the agent releases the session by pressing the Release or the Feature button b the active peg period ends If you use Activity Codes from the Activity Code Entry Type list box select Prompted or Optional The default is Optional Activity Code Ent Tomer a ee Optional 16 Click the Submit button 17 A message appears that says a new mailbox has been created and that you must initialise it before you enable the Skillset Microsoft Internet Explorer Ez AN new mailbox has been created Please initialize it before attempting to enable the skillset 18 Click the OK button NN40011 023 Issue 1 2 BCM RIs 6 0 47 Contact Center 19 The Skillset will be added to the Skillset list Skillset List Mailbox Administration Skillset Name CDN Status Commands 1 Customer service 231 Enabled Properties Agents Day Night ServiceMode Overflow Disable Auto Attendant 2 Sales 300 Disabled Properties Agents Day Might Service Mode OCverflovw Enable Unconfiqure Custom Call Routing Hetworking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNS Routing Table Expected Walt Time Table Customize MMCC Files Skillset Mailbox Initialisation In order for the Skillset to function the Skillset Mailbox must be initialised The Mailbox number will be the same as the Control DN for the Skillset The Skillset Mailbox
13. used by Contact Center A Reserved channel is used when e A Contact Center greeting plays to callers e Off premise Message Notification notifies you that there is a message in a skillset mailbox Keep the following in mind when you assign the number of Reserved channels Contact Center can use all available channels CallPilot cannot use available Contact Center Reserved channels Voice channels must be available for CallPilot Assigning Reserved channels ensures that CallPilot does not use all of the voice channels 8 If you change the number of Reserved Channels the following screen will be displayed Microsoft Internet Explorer E AN Changes to Reserved Channels will not take effect until system is restarted 9 Click OK You will need to restart the BCM later to change affect this change 10 The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not answer the help request You can choose a value from 1 to 60 seconds The default is 12 seconds 11 The Supervisor Help From setting lets you determine where Supervisors for escalated requests are chosen from e All skillsets Sends an unanswered help request system wide to all Contact Center supervisors e Agent s skillsets only Sends an unanswered help request to only the supervisors assigned to Skillsets that the agent is logged on to 12 The Enable Caller ID options let you select how you want Caller ID information to be displ
14. 00 00 Thursday 00 00 00 00 00 00 Friday 00 00 00 00 00 00 mature 00 00 00 00 00 00 6 Any lines normally used by the Contact Center should now be added to the Ring Group 7 Open the Telephony folder and select Ring Groups followed by the Line Settings tab Then select the line to be answered by the Contact Center skillset Task Havigation Panel Ring Groups Configuration administration Welcome System Administrator Access Resources a Telephony Global Settings Sets Lines Loops Scheduled Services Dialing Flan JF ing Groups Lines HEGE 139 Call Security 140 Hospitality Hurt Groups 181 Call Detail Recording 52 Data Services 53 Applications Details for Line 137 Line Settings 124 Group Membership Line Settings Line answerd by Contact Centre Schedule Ring Group AUX Ringer NN40011 023 Issue 1 2 BCM RIs 6 0 gt Contact Center 8 Under the Line Settings section of the screen enter the appropriate Ring Group for the schedule to be utilised In this example Line 137 has been assigned to ring group 002 for the FALLBCK schedule This schedule could then be utilised in circumstances where the Contact Center is disabled or not operational Add any other lines that are answered by the Contact Center to the appropriate Ring Group 9 The service setting for the fallback schedule now needs to be set to manual so that ring group can be manu
15. 30 30 80 File Edit View Network Session Tools Help Pa cut Gs copy M Paste Element Navigation Panel El g y Network Elements fy 10 112 i 10 1 1 66 g 200 30 30 30 73 200 30 30 51 BCM Chester Web Page Validate Device Ni Disconnect Ey Refresh a Auto refresh Task Navigation Fanel Configuration Administration r Welcome H E System H E Administrator Access H E Resources H E Telephony H E Data Services H E Applications Account Notifications User ID nnadmin Telset user ID 738662 Last successful login 2010 07 01 09 42 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 8 To access CallPilot Manager Select the Configuration tab open the Applications folder select the Voice Messaging Contact Center link and then click to Launch CallPilot Manager Task Navigation Panel Configuration Administration Voice Messaging Contact Center pf Welcome Centralized Voice Messaging EHD nn Voice Message Centers H E Administrator Access External Number Message Waiting Indication String H 0 Resources H Telephony H Data Services MeetMe Conferencing LAN CTE l Music HE Advanced Paging Productivity Pa Silent Record a Call Network Storage Locations SFTP Dest Table Dest ID FTP Method FTP User FTP Password 9 You will be presented with a Security Alert Screen Read the alert and click Continue to this website to co
16. Attendant CCR Tree or operator e Changing the priority of the call The default priority is 10 Overflow rules can apply at different times of the day defined by which setting is selected in the Service Mode list box Note Each Overflow Rule has to be created and submitted individually 1 Open CallPilot Manager 2 Click the Contact Center heading 3 Click the Skillset List link The Skillset List page appears 4 Click the Overflow link for the Skillset you want to add Intelligent Overflow Routing to Logout Help Skillset List Mailbox Administration Skillset Name CDH Status 1 Customer service 251 Enabled Properties Agents Day Night ServiceMode Overflow Disable Auto Attendant 2 Sales 300 Disabled Properties Agents Day Night Service Mode Overtloye Enable Uncor 64 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 5 The Overflow Rule Table page appears with the default overflow Rule1 displayed Skillset Mailbox If this default overflow rule is not required it can be deleted To add a new rule click the Insert link Logout Help Overflow Rule Table Skillset 2 Rule Mode Condition Action Commands 1 Day Mo Agents Skillet Mailbox 300 Insert Modify Delete Move End Insert Close R 6 The Overflow Rule page appears Overflow Rule Skillset 2 Service Mode Day Timer 00 00 mm s3 Agents Not Logged In Action Move to Skillset 1 Send to Skillset Mailbox
17. Caller Name witi number baci Caller Number only Dialed Number None Submit Cancel 4 If you use Reporting for Contact Center in the CC Reporting Server Password box type the password that Reporting for Contact Center users must enter to collect data Type the password again in the Confirm Password box 5 If you use Reporting for Contact Center select the Enable CC Reporting Data Stream check box to enable reporting data to be collected 6 In the MMCC Public Hostname box enter the appropriate public host name for your system This will only be displayed if your system is keycoded for Multi Media Contact Center Ask your network administrator how your system is set up e If you have no firewall or you use Business Communications Manager as the firewall enter the external IP address of your Business Communications Manager system e lf you use a dedicated firewall oroxy server enter its external IP address NN40011 023 Issue 1 2 BCM RIs 6 0 21 Contact Center 7 From the Reserved Channels list box select the number of voice channels you want to reserve just for Contact Center Voice channels are normally allocated to Contact Center or Voice dynamically on a first come first served basis Note Reserved channels are voice channels that are reserved for exclusive use by Contact Center Reserving channels ensures that callers get skillset announcements You must define the number of Reserved channels that are
18. Center Agent List Skillset List General Properties Greetings Caller Input Rules CLDONIS Routing Table Expected Wait Time Table Activity Codes Customize MMCC Files 4 Click the Add button Main Logout Help Agent List Moe ee A 1D Name Meet Fase Commands Auto Attendant Make Mot Logged Reset 1 D T G Change Delete Password Contact Center Agent List Skillset List General Properties Greetings 24 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 5 The Add Agent page appears Logout Help Add Agent Agent ID Name Supervisor Automatic Answer l Override Skillset Break Time C Not Ready Timeout Manual Not Ready Timeout l Audible Not Ready Notification Interval Missed Call Option Make Not Ready Return To skillset aed Code Entry Optional ype Record a call Disabled Please note that Silent Recording may be illegal in certain jurisdictions please consult your legal advisor before turning on this feature Max Message Length 1 60 minutes Recorded Call Destination Personal Mailbox I Skillset Mailbox The recorded call vill be sent to the mailbox of the skillset that the call currently belongs toj Mailbox SFTP Destination None Submit Cancel 6 If you want to change the Agent ID number in the Agent ID box type the new Agent ID number or else use the number given Agent ID 2 NN40011 023 I
19. Change Call Priority Only New Call Priority No Change 7 Click the Submit button 8 The Intelligent CLID DNIS Routing table will be displayed Mailbox Administration Logout Help Intelligent CLID DNIS Routing Line CLID ANI DHIS Action Commands O01 244659569 Skillset 1 Insert Change Delete Custom Call Routing 125 Priority I Insert Change Delete End Insert futo Attendant Hetworking Contact Center NN40011 023 Issue 1 2 BCM Ris 6 0 89 Contact Center 9 In this example a rule has been created that will route calls to Skillset 1 when the CLID of 01244689569 is presented to the Contact Center There is also a second rule that will give a priority of 1 to calls that are presented on line 128 This line must be assigned to the skillset via the Auto Attendant line administration Caller Input Rules Tables Caller Input Rules Tables offer the caller the option of entering a Personal Identification Number PIN to be routed through to a pre defined destination Possible destinations include extensions external numbers mailboxes operator and Auto Attendant The call priority can also be changed PIN numbers may only be entered by callers when listening to a Skillset queue announcement Therefore a Caller Input Rules Table should be assigned to a Greeting Step in a Skillset Day Routing Table Each Caller Input Rules Tables can contain up to 2000 Match Strings PIN numbers Caller Input Rul
20. Login To 55 Commands 1 Chris 10 Change Unassign Assign Unassign Change Close 9 Click the Close button to return to the Skillset List page 10 To change an Agents priority at a later date or unassign Agents from the Skillset repeat steps 1 4 above and then select Change or Unassign as required Note The Skillset should be disabled to allow these changes Day Night Routing Tables The Skillset Routing Tables are the announcements greetings and other routing options that the caller encounters upon dialling the Skillset and waiting to be answered In addition to listening to greetings the caller can e Be put on hold a distribute step e Transferred to o extensions o mailboxes o external numbers o auto attendant o operator e Be disconnected The same options are available in the Day and Night Routing tables There are two possible tables due to different requirements during office hours and out of office hours It is possible to ensure that callers listen to the first greeting by making that greeting forced 52 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center To Create Day Night Routing Tables 1 Start CallPilot Manager 2 Click the Contact Center heading 3 Click the Skillset List link The Skillsets List page appears Main Logout Help Skillset List Mailbox Administration Skillset Name CDN Status 1 Customer service 231 Enabled Properties Agents Day Night ServiceMode Overf
21. OpenSSH 3 7 Recorded Call Destination Personal Mailbox I Skillset Mailbox The recorded call vill be sent to the mailbox of the skillset that the call currently belongs to a Mailbox SFTP Destination None 15 From the Accepted Call Types list box select Voice Voice Button or Both Note If you do not have Multimedia Contact Center enabled Accepted Call Types does not appear 16 Click the Submit button NN40011 023 Issue 1 2 BCM Rls 6 0 33 Contact Center 17 You will be notified that you have successfully created the agents Click OK Microsoft Internet Explorer 9 x AN Successfully created 9 agents 18 You will be presented with the Agent List screen Logout Mailbox Administration Auto Attendant Custom Call Routing Hetworking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLDONIS Routing Table Expected Wait Time Table Customize MMC Files Reports Configuration Operations Help Chris Suzan John Agent4 Agents Agents Agent Agents Agentg Agent10 Agenti d Agenti 2 ID Hame Super Mo Mo Agent List Auto Ans Mo Mo Po Mo Mo Mo ho ho Mo Mo Mo Mo Missed Call Make Mot Ready Make Mot Ready Make Mot Ready Make Mot Ready Make Mot Ready Make Mot Ready Make Mot Ready Make Mot Ready Make Mot Ready Make Mo
22. Rules Table list box select a rule table to use This is the rule table used for processing this route step You must have created rules in the Caller Input Rules Table refer to the Caller Input Rules Tables section of this guide for information on configuring these tables Advanced Retries 2 gt Caller Input Rules Table 58 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 9 Click the Submit button The individual routing step appears in the Routing Table list Logout Help Day Routing Table Skillset 2 This reuting table DOES NOT guarantee fax delivery to the skillset mailbox fmore information Step Information Commands 1 Greeting 1 Normal No Transfer Insert Modify Delete End Insert Close 10 Repeat steps 5 9 for each individual step required to complete the routing table Main Logout Help Day Routing Table Skillset 2 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Information Commands Greeting 1 Normal No Transfer Insert Modify Delete Distribute For 00 15 Insert Modify Delete Greeting 2 Normal Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete Insert Close 11 Click the Close button to return to the Skillset list Note It is good practice to end a Routing Table with a Goto step to return the caller to an earlier point in the Routing Table Alternatively for the Night Routing Table a
23. agents currently logged on to the skillset l Shows the skillset number and the number of calls 1 10 Calls er waiting in the skillset a Shows the skillset number and the time of the call 1 wait 9 45 waiting longest in the skillset NN40011 023 Issue 1 2 BCM Ris 6 0 115 Contact Center Silent Record a Call Silent Record a Call enables an agent to enter a feature code F989 and record the contact Center telephone conversation they are having with another party The recording can be announced along with a recording tone or silent recording can be invoked Note Silent Record a Call is a call recording method with distinct configuration and usage procedures to the Professional Call Recording feature Professional Call Recording is not described in this guide Please refer to the Professional Call Recording Guide for more information on this feature 1 To determine whether the F989 feature plays a conference tone login to Element Manager and select the Configuration tab and open the Telephony folder followed by Global Settings folder and select Advanced Feature Settings link The Silent Monitor settings will be displayed on the right of the screen Task Navigation Panel a Advanced Feature Settings Configuration administration Welcome System Wide Call Appearances Control i eon akor eee Auto associate SWCA key to call m anually while parked 7 Invoke SWCA parking by Hold 7 i seni Include I C call
24. and agent are optional entering Activity Codes is optional NN40011 023 Issue 1 2 BCM Rls 6 0 107 Contact Center Monitoring Call Activity A Supervisor can monitor all of an agents incoming and outgoing calls including their personal calls More than one supervisor can log on to the same skillset but an agent can be monitored by only one supervisor at a time While you are on a call do not initiate a monitoring session Note You cannot monitor an agent who is On a conference call On a held call There are two ways that you can monitor call activity at your Contact Center 1 Monitoring agent calls using F905 2 Monitoring skillsets using F909 Monitoring Agent Calls When you monitor calls the agent or callers do not detect you unless Non Silent Monitoring has been enabled from within Element Manager You monitor all of the calls on an agent s telephone rather than on a call by call basis When the current call is completed the monitoring session of the agent continues You do not have to reestablish the monitoring session Setting up Silent Monitoring To set up Silent Monitoring for your system 1 In Element Manager Configuration Telephony Global Settings Advanced Feature Settings The Silent Monitor screen appears in the right frame Task Navigation Panel Advanced Feature Settings Configuration Administration welcome System Wide Call Appearances Control System A H Administrator Access
25. any voice channel but reserved channels are never used by voicemail e A reserved or voice channel is used when 1 A Contact Center greeting is played to a caller 2 Off premise Message Notification notifies you of a message ina skillset mailbox Features Not to use While You are Logged on 128 Call Park Instead of using Call Park e Send the call to a specific Agent enter the Transfer Feature Code F70 and enter the Agent s extension number e Send the call to a Skillset enter the Transfer Feature Code F70 and enter the mailbox number of a Skillset to send the call to a Skillset Call Forward Do not use Call Forward F984 or F4 to forward calls Call Pickup Instead of using Call Pickup e Let the call ring at the Agent s phone until the number of rings for Transfer Callback Timeout is reached Or e Enter the Not Ready Feature Code F908 on the other Agent s phone Do Not Disturb Instead of using Do Not Disturb use the Not Ready Feature Code F908 Call Forward No Answer You can use Call Forward All Calls Call Forward No Answer and Call Forward on Busy only to the voicemail extension NN40011 023 Issue 1 2 BCM Ris 6 0 Contact Center 6 Answer DN Do not use the Answer DN feature for any set that you are using as a Contact Center Agent NN40011 023 Issue 1 2 BCM RIs 6 0 129 Contact Center Avaya Documentation Links Intelligent Contact Center Set Up and Operation guide In
26. can be configured using the same procedures required to configure a standard Subscriber User mailbox 1 Press ETEB or Feature 981 or Fx 981 depending on which telephone is being used 2 Log on by following the voice prompts and select Other or if using a single line display telephone then enter the Skillset mailbox number and 0000 which is the default password 3 A display appears briefly to indicate that you must change the password 4 Enter a new Skillset mailbox password from four to eight digits long that does not start with zero Press OK or 5 Re enter the Skillset mailbox password and press OK or 6 At the tone record the Skillset mailbox name in the Company Directory Do not use hands free Include the Skillset mailbox number in the recording For example Sales mailbox 5813 Press OK or to end the recording 7 Press OK or to accept the recording or press PLAY or 1 to listen to the recording or press RETRY or 2 to re record your name 48 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 8 The recorded name plays and the Skillset mailbox name are displayed The Skillset mailbox name is the name you entered when you set up the Skillset properties 9 Press the Release key to end the session If it is intended for calls to be routed to the Skillset Mailbox it is advisable to record an appropriate primary greeting Assigning Agents to Skillsets When you add agents to Contact Center you a
27. messages and announcements to callers Thank you for calling Bridgestone Computers This week we have extended our hours until we sell all spring merchandise We will be open until 9 00 pm Monday through Thursday and we will be open until midnight on Friday Please come in and see us at 52 Main Street Transfer greeting A transfer greeting lets a caller transfer their call Please press 1 to leave a message and one of our agents will return your call Press 2 to return to the previous choices Non business hours greeting Your non business hours greeting will be played after your business is closed You have reached Bridgestone Computers Our hours of service are Monday to Friday from 8 00 until 12 00 and 1 00 until 5 00 To leave a message please press zero An agent will return your call when we re open Thank you for calling 36 NN40011 023 Issue 1 2 BCM Ris 6 0 Contact Center Recording a Greeting 1 Launch CallPilot Manager 2 Click the Contact Center heading and Click the Greetings link The Contact Center Greetings page appears Main Logout Help Contact Center Mailbox Administration Please choose a Contact Center option Auto Attendant Custom Call Routing Hetworking Contact Center Agent List skillset List General Properties Greetings 4 Caller Input Rules CLDONIS Routing Table Expected Wait Time Table Customize MMLC Files 3 Click
28. or refuse the request No 3 If the supervisor accepts the request the name of the agent being helped will display on the supervisors telephones LCD display NN40011 023 Issue 1 2 BCM Rls 6 0 113 Contact Center 4 If the supervisor refuses help then the agent will continue with the call The supervisor can also obtain information regarding both the agent and caller 5 The supervisor would press the INFO key EE EEE ky Callers details Contact Center 9 If they selected INFO again the supervisor would be returned to the initial help screen meer for ia Te nt oe Backt a initial help Helping 1 Monitoring Skillsets Use F909 Display Waiting Calls to view information about skillsets and the calls your waiting in skillsets Display Waiting Calls lets you know when a skillset in Contact center gets very busy You can then ask qualified agents to log on to the busy skillset To monitor skillsets 1 2 3 4 D Press F909 The skillset display for skillset 1 appears Press SKILL to view information about the next skillset Press NEXT to view the next Display Waiting Calls display Press Release key to exit The following table describes the information in each display Shows the skillset number and the status of the skillset Skill 1 Enabled The status can be Enabled Disabled or Uninit un initialised l Shows the skillset number and how many agents are 1 6
29. password and press OK or The default password you enter to log on for the first time or if your password is reset is 0000 If you enter the default password you must change your password Enter a new password from four to eight digits long and press OK Enter your new password again and press OK Press IN to log on to one or more skillsets that you want to monitor You can monitor only the agents who are logged on to the same skillset as you If IN does not appear you are already logged on to all the skillsets or there are no skillsets available To begin monitoring agent calls press the memory button programmed with F905 After you press F905 Contact Center does not route calls to you Press OK to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor Enter the Agent ID of the agent you want to monitor and press OK Invalid Agent appears if the agent is not assigned to you You can press DIR to find the Agent ID in the Agent directory You can monitor any agent logged into a skillset assigned to you ERR l eee ee eee Press INFO to display the Agent ID number agent name call state and the time in minutes and seconds that the call has been in this state Call states include Idle Not Ready and Break InCall OutCall Browse AnsDN Ringing Gr er ee er ee le one et ag dr Te a mg l Agent1 Press INFO a second time to display the Agent ID number agent name and monito
30. refer to the Agent Handset Button Programming section of this guide If routing calls to Skillsets via a CCR Tree assign the Skillset Control DN s to CCR Tree Transfer Nodes refer to the CCR Trees and the Contact Center section of this guide Determine the Control DN s to for the Skillsets refer to the Obtaining Control DN s section of this guide Configure the Contact Center global Enable the Skillset s refer to the Enabling properties refer to the General Properties the Skillset section of this guide section of this guide Ensure that CallPilot is answering assigned Create and configure the Agents refer to the lines refer to the Ensuring Lines are Creating Agents section of this guide Answered by Contact Center section of this guide Record the greetings to be used in routing EWT or Caller Inout Rules tables refer to the Recording Contact Center Greetings section of this guide Configure the Skillsets refer to the Skillset Configuration section of this guide 10 NN40011 023 Issue 1 2 BCM Ris 6 0 Contact Center Agent Handset Button Programming To allow Contact Center Agents to efficiently use their handsets there are a number of features that can be programmed against LCD buttons Note On T7316 handsets do not use the top 6 buttons These features are Note F904 Agent Login Logout This feature must be programmed on the agent s handsets F908 Agent busy Agent Active
31. services take precedence over automatic services The control telephone for each DN is configured under the Capabilities and Preferences tab for the DN 11 The control set would now have to be programmed with a key that can manually activate the scheduled service for the ring group The ringing services feature code is F871 NN40011 023 Issue 1 2 BCM Ris 6 0 125 Contact Center 126 To use the Fallback schedule 1 Disable the Skillset and put the system into Fallback mode via the control extension that you have programmed with the F871 key Make calls in to the skillset to test the Fallback Mode Once the required changes have been made to the skillset enable the skillset and take the system out of Fallback mode via the Control Extension Make another call in to the skillset to ensure that the Contact Center is functioning NN40011 023 Issue 1 2 BCM Ris 6 0 Contact Center Troubleshooting General Tips e To change the Skillset configuration the Skillset must be disabled first e Ensure that Day or Night restrictions are set to auto Use Feature 982 password Operator option Mode and check each Skillset which appears as Mode 1 for Skillset 1 Mode 2 for Skillset 2 etc This ensures that the day and night routing tables change over when they should e Resetting the Operator password You can reset the Operator password if it is lost or forgotten F982 is used by the receptionist Operator and Contact Center
32. step Transfer to Extension Transfer to mailbox Transfer to external Outdial Method Line v LineFool 3 Transfer to Auto Attendant None Greeting Table Select Mone for default 44 prompt Note 44 company greetings vill be skipped Transfer to Operator Transfer to CCR 3 gt Disconnect Intelligent Caller Input Routing for Greeting EVVT Greeting step only None Basic M Auto Attendant 1 r Table None Select Mone for default 44 prompt Note 44 company greetings vill be skipped M Operator o Skillset Mailbox a gt M CCR 2 TI Tree 3 7 Advanced Retries z Caller Input Rules Table Submit Cancel 7 Click the Submit button NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 8 The Day Routing Table screen will appear Main Logout Help Day Routing Table Skillset 2 This routing table DOES NOT guarantee tax delivery to the skillset mailbox more intormation Step Information Commands 1 Greeting 1 Mormal Mo Transfer Insert Modity Delete Distribute For 00 15 Insert Modity Delete Greeting 2 Mormal Transfer Insert Modity Delete Distribute For 00 15 Insert modify Delete BAT Greeting 1 Normal Mo Transfer Insert Modity Delete Goto Step 2 Insert Modify Delete Insert Close 9 Click the Close button CCR Trees and the Contact Center lt is possible to transfer of calls from a CCR tree to a Skillset The configuration pro
33. that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission 2 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Copyright 2010 ITEL All Rights Reserved The copyright in the material belongs to ITEL and no part of the material may be reproduced in any form with
34. the Voice link for the number of the greeting you want to record Logout Help Contact Center Greetings Mailbox Administration Greeting Status Caption Commands 1 Recorded welcome Change Caption Voice Recorded pause Change Caption Voice Mot Recorded Voice Mot Recorded Voice Mot Recorded Voice Mot Recorded Voice Mot Recorded Voice Mot Recorded Voice Mot Recorded Voice Auto Attendant Custom Call Routing Networking Contact Center Agent List Skillset List Ww mo HY mM th A Ww ba NN40011 023 Issue 1 2 BCM Rls 6 0 37 Contact Center 4 The Record screen will appear for the selected greeting Contact Center Greeting 3 Phone Set Changes to the recording are applied ONLY vwhen the SAVE button is pressed BEFORE hanging up Play Stop pecora sme Import Browse Send Export Native Encoding Wav Encoding Close Help l Internet 5 In the Connect to box type the extension number or telephone number you are using to record the greeting or prompt For a local extension just type the extension number For a telephone number that is not a local extension type the sequence of digits that dial the telephone number from the CallPilot system For example you might need to dial 9 the area code and then the telephone number Connect To 6 Click the Dial button The telephone rings 7 Pick up the handset
35. the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a mailbox the Auto Attendant or an Operator Intelligent CLID DNIS Routing 1000 rules 1000 rules Overflow skillsets Default 0 maximum 29 Default 0 maximum 49 Service Mode you specify the start and end Available Available times for the day and night skillset for each day of the week Limited Feature 983 teleohone administration Available Available CallPilot Manager Available Available Reporting for Contact Center Available Must be Available Must enabled with keycode enabled with keycode Expected Wait Time 5 tables 20 tables Activity Codes 2 000 entries 2 000 entries Reporting Reporting for Contact for Contact Center must Center must be enabled to configure Activity Codes Multimedia Contact Center Available Must be Available Must be enabled with keycode enabled with keycode be enabled to configure Activity Codes 8 NN40011 023 Issue 1 2 BCM Ris 6 0 Contact Center The Multimedia Contact Center Keycode will web enable the Contact Center Surfers browsing the Web will be able to click on an HTML button on a web page and be connected to the Contact Center The Agent and the caller can interact through Text Chat Browser Push and Pull or PSTN access via the Web Required Setup Information Before commencing Contact Center configuration it would be useful to collect the following information e The num
36. without interrupting the call and without the caller being aware of your help request An agent must be logged on to Contact Center and on a Contact Center call to use Supervisor Help To use Supervisor Help you must have a memory button programmed with the Supervisor Help feature code F906 The programmed key must have an LCD indicator A supervisor who receives a request for help can either accept refuse or ignore the request A request that is ignored escalates to a larger group of Supervisors When a request for help is accepted the system invokes a silent monitoring session The supervisor begins monitoring the agents call The agent is informed when the monitoring session begins so that they know that help has been provided The supervisor can enter the conversation as required The maximum number of simultaneous Silent Monitoring sessions that can be supported is 8 The supervisor can enter the conversation as required Requesting Help Agents View 1 The Agent will log into the skill set and receive a call Contact Center 2 The agent can request help by entering Feature 906 3 The supervisor receives the request and if accepted the agent is given help In this example Agent 2 is the supervisor 4 Or if refused the agent continues with the Contact Center call Requesting Help Supervisors View 1 The supervisor will receive a request for help 2 The supervisor can either accept Yes
37. 10 Use Previous 10 calls to calculate EWT EWT Increased Allowed If you use Expected Wait Time select the EWT Increase Allowed check box if you want the system to recalculate the EWT if it increases and continue to play the current EWT greeting If you do not select the check box callers will not hear recalculated expected wait times if the wait time increases Whether you select the check box or not callers will hear the appropriate EWT greeting if the wait time decreases EWT Increase Allowed W NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 14 Initial Call Duration If you use Expected Wait Time in the Initial Call Duration box enter the initial average call duration that is used to compute EWT The average call duration is updated whenever a call is released from an agent The default is 00 03 00 Initial Call Duration 00 03 00 hh mm ss 15 Activity Code Entry Type Agents use Activity Codes to allocate calls to one or more activities The codes may be related to a product enquiry or to identify calls generated as a response to a marketing Campaign for example Refer to the Activity Codes section of this guide for more information The codes can be manually entered by the agent using F907 during the call or the agents can be prompted on their telephone display to enter the code on the completion of the call With the prompted setting the F907 session is active until the agent enters an Activity Code or if the
38. 113 Monitoring Skillsets auraen 115 olent Record a OE EE 116 Adding an External Network Location for the Silent Record a Call Facility 118 Fallback Configuration ur 121 EroOuUDIESNOOUN Onesies 127 SAT 127 Contact Center General Parameters rrrrnnrnrnnnnnvnnnnrvnnnrrevnnrrennnn 128 NN40011 023 Issue 1 2 BCM RIs 6 0 5 Contact Center Features Not to use While You are Logged ON ccceeeeeeeees 128 Avaya Documentation Links anrrnnnrnnnvrnnnvnnnvvnnnvrnnuvnnn 130 6 NN40011 023 Issue 1 2 BCM Ris 6 0 Contact Center Contact Center Overview Business Communications Manager utilises Intelligent Contact Center which is the evolution of the existing Contact Center capability on the BCM Contact Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Calls can be routed based on e the origin of the call e the destination of the call e or the information entered by the caller Callers can be given e high or low priorities Callers can overflow to e different groups or skillsets of agents transfer out of the system leave a message hear announcements or informative messages You set up and operate Contact Center through CallPilot Manager the web based interface and from a display telephone When customers purchase the Intelligent Contact Center and then purchase the number of agents skillsets reporting and Multimedia as required
39. 2 BCM Rls 6 0 Contact Center 20 Then select the Caller Input Rules Table that you wish to use Intelligent Caller Input Routing for Greeting EWT Greeting step only None Basic W AutoAttendant 1 Table None Select Mone for default 44 prompt Mote 44 company greetings vill be skipped i Operator 0 M Skillset Mailbox E W CCR 2 I Tree 3 7 Advanced Retries E Caller Input Rules Table 1 q Submit Cancel 21 Click the Submit button and you will be returned to the Day Night Routing Table screen 22 Select Close Once the configuration of the skillset has been completed and the appropriate line assigned to it the skillset should be enabled Activity Codes Agents use Activity Codes to associate calls to one or more activities For example you may have activity codes entered in relation to marketing campaigns that you have been conducted as advertisements in a number of publications for example Code 111 for Daily Herald 112 Weekly Star etc This would allow you to see which advertisements have generated the most business for your company Contact Center stores the amount of time allocated to an Activity Code and the number of times an Activity Code is entered You can generate reports that show the length of time the caller and agent discussed the topic designated to the corresponding Activity Code Note To use Activity Codes you must have Reporting for Contact Center enabled
40. AVAYA BCM Rls 6 0 Contact Center Task Based Guide Contact Center Copyright O 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control ove
41. Application D 229 T7208 M7208 229 1009 a 231 T7208 M7208 231 1011 l All DNs 232 T7208 M7208 232 1012 GQ Lines 233 T7208 M7208 233 1013 Loops 234 17208 M7208 234 1014 il Scheduled Services 235 17208 M7208 235 1015 H Dialing Plan Ring Groups ie n eee 3 It is now necessary to search for Application DN s Click in the Model column header to sort alphabetically and scroll down until you see a list of Application DN s Inactive DNs Line Access Capabilities and Preferences Restrictions Model Name Par Application 389 0217 Application 390 020 Application 391 021 Application 392 0207 Application 393 021 Application 394 020 Application 395 021 Application 396 021 Application 397 022 Application Application Adaf 4 Make a note of the Inactive Application DN numbers These can be used as Control DN s NN40011 023 Issue 1 2 BCM Ris 6 0 13 Contact Center Accessing CallPilot Manager CallPilot Manager is used to configure Contact Centre and can be accessed using various methods Accessing CallPilot Manager from Element Manager 1 To access the Business Element Manager application from the Start Menu navigate to Start Programs Avaya Business Communications Manager Business Element Manager 7 AVG 9 0 TES Viewer Central ince 84 Uninstal 7 BCM Dial by Name 2 0 7 WebEx Recorder amp Player 7 Camtasia Studio 2 7 Windows Live 7 Camtasia Stud
42. Assigning Lines to the Skillset In order for calls to reach the required Skillset BCM line numbers should be assigned to the Skillset This programming Is performed in the Auto Attendant area of CallPilot Manager Note It is also possible to transfer a call from a CCR Tree to the Skillset refer to the CCR Trees and the Contact Center section of this guide and by transferring the call to the Skillset DN 1 Start CallPilot Manager 2 Click the Auto Attendant heading The Lines Administration page appears Click the Change link for the line you want to assign to a Skillset Logout Help Lines Administration Mailbox Administration Line Answer Mode Table Skillset Rings Command Mo Change Mo Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Auto Attendant General Properties Lines Administration Change Many Lines CLIL Routing Table Greeting Tables Holidays Company Greetings Customized Digits Custom Call Routing Networking Contact Center Reports CO 4 oO A E 0 gt a ao vo Er VE jm A E bP Configuration n D oo Operations I co De DE SE 5 pag 5 6 5 EI 5 6 5 6 0 6 5 8 bo let In this example line 127 will be Auto Attendant Table 4 Contact Center Skillset 1 De eas CD eg Oo fe 70 NN40011 023 Issue 1 2 BCM Rl
43. Auto associate SWCA key to call Manually while parked Invoke SWCA parking by Hold 7 H Resources Telephony 2 53 Global Settings Feature Settings Advanced Feature Settings Include I C calls when auto associating 7 Include I C calls when invoked by Hold 7 ONN Blocking IP Terminal Features Tone ign DMC Feature List System Speed Dial Pulse fiat ov CAP Assignment H O Set ag sets Hm HO Lines Loops Scheduled Services 2 63 Dialing Plan Silent Monitor 9 Ring Groups Monitoring mode silent ov EH Call Security Hospitality Number of SM sets 5 Hunt Groups Call Detail Recording 14 Data Services H E Applications Call Log Space Reset Logs 108 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 2 Choose one of the following options e Silent Choose Silent if you want supervisors to be able to break into a conversation without giving an indication of their presence e Non silent Choose Non silent if you want the Agent and the caller to hear a conference tone when a supervisor breaks into a conversation Note This is a global setting that will also affect Hunt Group Monitoring Refer to the Telephony Services Guide for information on Hunt Group Monitoring Feature 905 Monitoring Agents You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring NOTE To use F905 you must program it to a memory button and press the F905 b
44. Gai Cut Gs Copy M Paste TT WebPage f Validate Device Sy Connect X Delete Connection Information Ey Network Elements d 10 112 10 1 1 566 200 30 30 30 73 dy 200 30 30 51 f BCM Chester IP Address 200 30 30 80 System Name BCM50b System Description BCM50b System Software Version 10 0 1 00 107 5 Enter the User Name of the BCM in the User Name field by default this is nnadmin Then enter the Password in the Password field by default the password is PlsChgMe Click the Connect button NN40011 023 Issue 1 2 BCM Ris 6 0 15 Contact Center 16 6 A warning screen will appear read the warning and click OK A Confirm a x WARNING This computer system and network is PRIVATE and PROFRIETARY and may only be accessed by authorized users Unauthorized use of this computer system or network is Strictly prohibited and may be Subject to criminal prosecution employee discipline up to and including discharge or the termination of vendor service contracts The owner or its agents may monitor any activity or communication on the computer system or network The owner or its agents may retrieve any information stored within the computer system or network Users should have no expectation of privacy as to any communication on or information 7 You will be presented with the Element Manager interface Avaya Business Element Manager 200
45. Skillset Mailbox another mailbox within the system or a centralised SFTP destination An SFTP destination appears only if Intelligent Contact Center ICC keycode is installed SFIP destinations can be specified using Element Manager When an SFTP folder is defined as a storage location on the network these storage locations must be on an SCP server Add Agent Agent ID Name Supervisor Automatic Answer I Override Skillset Break Time Not Ready Timeout l Manual Not Ready Timeout I Audible Not Ready Notification Interval Missed Call Option Make Not Ready Return To Skillset B l Code Entry Optional ype Record a call Disabled Please note that Silent Recording may be illegal in certain jurisdictions please consul your legal advisor before turning on this feature Max Message Length 1 60 minutes Recorded Call Destination Personal Mailbox TF Skillset Mailbox The recorded call will be sent to the mailbox of the skillset that the call currently belongs to Mailbox SFTP Destination None Submit Cancel Please refer to the Creating Agents section of this guide for details of how to create an agent and assign the Record a Call facility to an agent NN40011 023 Issue 1 2 BCM RIs 6 0 117 Contact Center Adding an External Network Location for the Silent Record a Call Facility 1 From within Element Manager open the Applications folder and select the Voice Mess
46. This feature must be programmed on the agent s handsets F909 Queue status shows alarms set against Primary and Secondary Alert times F905 Monitor Agents Supervisor handsets only F906 Agent Help F907 Activity Code entry F989 Record a Call F995 Professional Call Recording Start call record F996 Professional Call Recording Stop call record Silent Record a Call is a call recording method with distinct configuration and usage procedures to the Professional Call Recording feature Professional Call Recording is not described in this guide Please refer to the Professional Call Recording Guide for more information on this feature To program a feature code to a button 1 2 Press the Feature button and then 3 Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press the Feature Key NN40011 023 Issue 1 2 BCM RIs 6 0 11 Contact Center 6 Enter the Feature Code number that you want to program For example enter F904 to program the Agent Login Feature Code 7 The display shows that the button is programmed and then ends the session 8 Repeat the above steps for each Feature Code you want to program 9 For conformation of button programming use F 0 button enquiry Note Agents that need to log in to multiple but not all Skillsets require a two line display handset If they login via a single line
47. YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms
48. aging Contact Center link The Silent Record a Call Network Storage Locations settings will be displayed on the right of the screen Task Navigation Panel Voice Messaging Contact Center Configuration Administration Welcome Centralized Voice Messaging m Sytem Voice Message Centers RENE Access External Number Message Waiting Indication String Message Waiting Cancell D Resources 2 Telephony n AN 1 AN 0 FO Global Settings AN 1 AN 0 Feature Settings AN 1 AN 0 Advanced Feature Settings AN 1 AN O IP Terminal Features DMC Feature List System Speed Dial CAP Assignment O Sets O Lines gt Loops Scheduled Services Launch CallPilot Manager Dialing Plan Silent Record a Call Network Storage Locations gt Ring Groups SFTP Dest Table Call Security 69 Hospitalty Hunt Groups Call Detail Recording Call Recording I Data Services Applications ha Voice Messaging Contact Cente MeetMe Conferencing LAN CTE H Music O Advanced Paging Productivity P 2 Click the Add button Silent Record a Call Network Storage Locations SFTP Dest Table Dest ID FTP Method FTP User FTP Password Destination FTP Folder FTP method Paige al IP Address or Host Mame FTP User FTP Password Destination FTP Folder Contact Center 4 From the FTP Method drop down box select Secure FIP or regular FTP The defau
49. al Files Cancel p 4 Choose the Add More Codes option if you want to add the list of Activity Codes to your existing Activity Codes and select the Replace Duplicate Codes check box if you want to replace any duplicates in the Activity Code table with the new values in your list or choose the Replace All Codes option if you want to replace your table of Activity Codes with the new list Importing Activity Codes Load Activity Code From Browse f Add More Codes Replace Duplicate Codes D Replace All Codes Note During import only the first 16 characters of the Activity Name and the first 50 characters of the Activity Description are stored Cancel 5 Click the Submit button NN40011 023 Issue 1 2 BCM Ris 6 0 105 Contact Center The Agents settings can be configured for prompted or optional activity code entry These settings are configured when the agent is created Please refer to the Creating Agents section of this guide for details relating to the Activity If you chose to replace all codes a message appears that asks you to confirm that you want to replace all the Activity Codes in the table Click the Yes button Code Entry Type options 106 Change Agent Agent ID Name Automatic Login DN Supervisor Automatic Answer C Override Skillset Break Time Not Ready Timeout Manual Not Ready Timeout l Audible Not Ready Notification Interval Missed Call Opt
50. ally activated from the Control Set 10 Open the Telephony folder and select Scheduled Services followed by the Schedule you have named In this example FALLBCK has been selected Then double click the Ringing Service box and select Manual Task Havigation Panel Scheduled Services Configuration Administration Schedules Welcome 4 System Schedule Schedule Times 4 Administrator Access Night Day Start Time Stop Time i Resources Evening Monday 00 00 00 00 00 00 9 Telephony ga Global Settings Lunch Tuesda v 00 00 00 00 00 00 a Sets FALLBCK Wednesda 00 00 00 00 00 00 E Lines Sched 5 Thursday 00 00 00 00 00 00 Loops Sched 6 Friday 00 00 00 00 00 00 J cheduled Services 4a Dialing Plan Ring Groups E C Call Security Service control password ttttt Hospitality Schedule Routing Sv Sve lot Ringing Svc sa Answer Jer Dial Set J rens Sve J Hunt Groups Manual Manual Services Call Detail Recording i Data Services m er Evening Manual z Manual 221 Off Manual Manual 221 Off psc Manual JE _ off o Double Click the Sched 6 Off Fj Manual Ringing Service Box tt Auto and select Manual Note Manual allows you to turn the service on and off at any time from a control telephone The control telephone allows you to access the services menus and add or change when the services run Manually activated
51. an extension select Transfer to Extension and enter the extension number Transfer to Extension f To transfer the call to a mailbox select Transfer to Mailbox and enter the mailbox number Transfer to Mailbox g To transfer the call to an external number i Select Transfer to External li Enter the external number ili From the Outdial list box select Line Pool or Route iv If you select Line or Pool enter the line or line pool number Pool A 1 B 2 etc C Transfer to External Outdial Method Route LinePoal Transfer to Auto Attendant reeting Table p for default 44 prompt h To transfer the call to the Automated Attendant select Transfer to Auto Attendant Transfer to Auto Attendant None Greeting Table Select None for default 44 prompt Mote AA company greetings vill be skipped i To transfer the call to the operator select Transfer to Operator Transfer to Operator j To transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Transfer to CCR 3 NN40011 023 Issue 1 2 BCM Rls 6 0 67 Contact Center 68 k To change the call priority enter the New Call Priority from the drop down list Change Call Priority Only New Call Priority No Change Cane 1 2 3 4 5 f ij o 4 1 8 From the Service Mode list box select Day Night or 24 Hour O
52. ary Automatic O Answer 6 Select Override Skillset Break Time if you want to configure the agent s break time on an individual basis The default is not selected Override Skillset Break Time NN40011 023 Issue 1 2 BCM Ris 6 0 31 Contact Center 7 Select Not Ready Timeout if you want the agents status to be automatically returned to an available state once the time out period has expired The agent must first be in a Not Ready state before using this feature Not Ready Timeout 8 Select Manual Not Ready Timeout if you want the agent to be forced back into the available state after the specified time when they have manually placed themselves in the not ready state I Manual Not Ready Timeout 9 Select Audible Not Ready Notification Interval if you want to enhance the Not Ready Timeout feature The agent is notified through the telephone set when they are in the Not Ready state by periodic tones played in the configured intervals This feature must be used in conjunction with the Not Ready Timeout facility i Not Ready 02 00 Timeout Manual Not Ready Timeout i Audible Not Ready 00 20 Notification Interval 10 From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout Missed Call Option Make Not Ready Return To Skillset 11 If you use Activity Codes from the Activity Code Entry Type drop down list select Optional or Prompted Activ
53. atus of the calls for the skillsets an agent is logged on to The indicator stops flashing when the calls are handled Primary Alert 00 00 mm 10 To enable the Secondary Alert time select the Secondary Alert check box and enter the Secondary Alert Time The Secondary Alert time must be greater than the Primary Alert time The Secondary Alert time is a time limit for calls waiting in skillsets If a call exceeds the Secondary alert time the Feature 909 button and F904 button flash quickly The Feature 909 flashes based on the status of all the calls in the Contact Center The Feature 904 key flashes based on the status of the calls for the skillsets an agent is logged on to The indicator stops flashing when the calls are handled Secondary Alert 00 00 mins If you want to assign an attendant to the Skillset in the Attendant Ext box type the extension of the attendant This is the extension or Operator that will be called in response to a Routing step in the Day or Night Routing Table If you do not assign an attendant extension the call is sent to the system attendant extension Attendant Ext optional 12 Use Previous If you use Expected Wait Time EWT enter the number of calls you want to use to calculate EWT in the Use Previous Calls to calculate EWT box This is the number of previous calls that are used to calculate the average call duration of a skillset The number can range from 2 to 256 The default is
54. ayed on agent telephones 22 NN40011 023 Issue 1 2 BCM Ris 6 0 Contact Center a Caller Name with number backup displays the callers name for 3 seconds and then the skillset name If the caller s name is not available the caller s number is shown b Caller Number only displays the caller s number for 3 seconds and then the skillset name c Dialed Number displays the dialed number for three seconds then the skillset name d None displays the skillset name 13 Click Submit to save your settings Creating Agents To create a list of Agents and Agent ID s that will exist in the Contact Center apply the procedure listed below This will not assign the Agents to Skillsets but will make the Agents available for Skillset assignment further on in the Contact Center configuration Agents may be added one by one through the Agent List or many at a time through Add Many Agents Add Many Agents will not allow you to give any Agent names This would have to be done via the Agent List afterwards Adding Individual Agents 1 Start CallPilot Manager 2 Click the Contact Center heading NN40011 023 Issue 1 2 BCM RIs 6 0 23 Contact Center 3 Click the Agent List link The Contact Center Agent List appears Main Logout Help Agent List Mailbox Administration wD Auto Attendant Make Mot Logged Reset huto atendant Ready Of 90 pasword Pte Custom Call Routing Add gS Networking Add Man ents Contact
55. ber of Skillsets and their names e Control DN s for the Skill Set e Agent Names Agent ID s between 1 and 250 which Skillsets the Agents will belong to e The method of call distribution within the Skillsets either least busy or by agent priority e The required Day Routing set up announcements distribution times and transfers e Overflow requirements for when there are no Agents logged into the Skillset and or when there is no answer for a period of time e The BCM line numbers that will be assigned to the Skillsets Enabling keycodes You enable keycodes to activate Intelligent Contact Center to increase the number of agents in your Contact Center or to increase the number of skillsets and to enhance your Contact Center with options such as Multimedia Contact Center and Reporting for Contact Center NN40011 023 Issue 1 2 BCM RIs 6 0 9 Contact Center Flowchart Use the flow chart below to configure the Contact Centre in the correct sequence Ensure the Skillset Mailbox is initialised refer to the Skillset Mailbox Initialisation section of this guide Determine the number of Skillsets and Agents required and also the desired Contact Centre configuration refer to the Required Setup Information section of this guide If using a number to dial the Skillset assign a line to the Skillset refer to the Assigning Assign Contact Centre Feature Codes to Lines to the Skillset section of this guide handset buttons
56. box of the skillet that the call currently belongs to a Mailbox SFTP Destination None Submit Cancel 21 Once you have made the appropriate changes e g giving the Agent a Name click the Submit button NN40011 023 Issue 1 2 BCM Ris 6 0 35 Contact Center Recording Contact Center Greetings Greetings are recorded in numbered greeting slots Greeting numbers are then assigned to Day and Night Routing Greeting Steps when configuring Skillsets You can record different types of greetings for Contact Center Before you record your greeting determine what information the greeting includes Keep greetings as short and concise as possible Use the following examples of greetings as a reference General company greeting The general company greeting informs callers that they have reached the correct company It can also include the location and business hours of your company Thank you for calling Bridgestone Computers We are located at 52 Main Street Our hours of service are Monday to Friday from 8 00 until 5 00 Please stay on the line and an agent will be with you as soon as possible Or press _ to leave a message and one of our agents will return your call Please wait greeting Please wait greetings encourage callers to stay on the line All our agents at Bridgestone Computers are currently busy but please hold as your call is very important to us Information greeting An information greeting provides
57. cess would involve five key phases 1 Creation of Auto Attendant Greeting table 2 Creation of CCR tree with appropriate home menu greetings recorded NN40011 023 Issue 1 2 BCM Rls 6 0 85 Contact Center 3 Configure a CCR tree Node to transfer to a Skillset Control DN Main Logout Help CCR Transfer Node Properties Tree Number 3 Path 1 Caption Sales Qutdial Method Route LinePool Phone Number 300 Enter the CDN of the skillset 4 Assign the CCR tree to the Auto Attendant Greeting Table 5 Assign lines to Auto Attendant Greeting Table For details of creating CCR Trees refer to the Custom Call Routing Guide CLID amp Dialled Number Routing Professional Contact Center offers the ability to route calls based on either CLID number of the calling party the line dialed or the number dialed DNIS Calls can be routed to Skillsets or be given a higher or lower priority An example of how the priority capability can be used to practical effect would be in a situation where a Skillset is fed by a number of telephone numbers target lines Different telephone numbers can relate to different customer bases which can be given different call priorities ensuring that valued customers are answered first 1 Start CallPilot Manager 86 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 2 Click the Contact Center heading Click the CLID DNIS Routing Table link Logout Help Contac
58. de from CLID ANI If you want to create a DNIS number the caller dials rule in the DNIS box type the DNIS number you want to assign to this route The DNIS number identifies the number the call is made to DNIS fo select the Multimedia Calls check box if you want Multimedia Contact Center calls assigned to this route You must use Business Communications Manager and have Multimedia Contact Center enabled Incoming Multimedia Contact Center calls are assigned NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center the Priority you select If you select the Multimedia Calls check box you must enter a CLID ANI number or an asterisk If you do not select the Multimedia Calls check box you must enter one of CLID ANI DNIS or Line number 6 Select the type of routing you want to apply to the call a If you want to move the call to another Skillset select Move to Skillset and from the Skillset list box select the number of the Skillset you want to route the call to Action Move to Skillset 1 If you want to move the call to another Skillset and assign it a different priority select Move to Skillset from the Skillset list box select the number of the Skillset you want to route the call to from the New Call Priority list box select a priority for the call If you want to change the priority of the call select Change Call Priority Only and from the New Call Priority list box select a priority for the call
59. display handset and the agent belongs to multiple skillsets they will be logged into all of the skillsets Agent Passwords When agents log in for the first time using their assigned IDs refer to the Creating agents section of this guide their default password will be 0000 Agents will be prompted to change the default password on first use on first USE Obtaining Control DN s The Control Directory Number is the extension associated with the skillset Incoming Contacts can transfer to the CDN of each Skillset from one of the following e Extensions e Automated Attendant e Custom Contact Routing The CDN is also the Skillset mailbox number Allowed CDN s are Inactive Application DN s and can be found using the following method 1 Launch Element Manager and connect to the BCM 12 NN4001 1 023 Issue 1 2 BCM RIs 6 0 Contact Center 2 From the Configuration tab open the Telephony folder followed by Sets and click on Inactive DN s Task Navigation Panel Configuration Administration i annii Welcome H E System Inactive DNs Line Access Capabilities and Preferences Restrictions HO Administrator Access DN Model Mame Port Gi Resources 223 T7208 M7208 223 1003 3 Telephony 224 T7208 M7208 224 1004 8 63 Global Settings 225 17208 M7208 225 1005 H Sets 226 T7208 M7208 226 1006 hS Templates 227 17208 M7208 227 1007 oe Active Sets 228 T7208 M7208 228 1008 50 Active
60. e Import button The Importing Activity Codes page appears Main Logout Help Activity Godes Mailbox Administration Code Id Name Description Commands Auto Attendant End Insert Custom Call Routing F Import Import Activity Codes From File Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DMS Routing Table Expected Wait Time Table Customize MMCC Files 111 Product 1 Sales Enquiry Change Delete 122 Cust Complaint Incoming Call Complaint Change Delete 2 In the Load Activity Code From box enter the path of the file you want to import Importing Activity Codes Load Activity Code From Browse amp Add More Codes Replace Duplicate Codes I Replace All Codes Note During import only the first 16 characters of the Activity Name and the first 50 characters of the Activity Description are stored Submit Cancel 104 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 3 Or click the Browse button and locate the file Eii c E Linksys Driver E 1MS5OCache My Recent Gry Downloads Documents new i2050 phone m Desktop z ig Msi Program Files C spoolerlags S Gjawsetup GjTaskBasedGuides My Documents EQ TETP Root WINDOWS Sr E Jegat MNs 15506 1 0 WRL1581 tmp My Computer E WRL2749 tmp ET Mi Network File name Places Files of type J
61. e the list in Excel save it in csv format have one Activity Code per line comprised of the ID name and description separated by commas NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center Example of Notepad format i New Activity Codes txt Notepad a Ioj x File Edit Format Help 3 sales Support Support for sales 4 Help Calgary Help Desk 5 SME Subject Matter Experts b French French Language Support 7 German German Language Support o spanish Spanish Language Support 9 Italian Italian Language Support 10 Greek Greek Language Support 11 Norwegian Norwegian Language Support 12 Portuguese Portuguese Language Support Example in Excel format F Microsoft Excel New Activity Codes csy File Edit View Insert Format Tools Data Window Help Dee SRYIKLBE Tr ai ES tee OOD SH 11 Norvegian Nonvegian Language Support 12 Portuguese Portuguese Language Support ete 3 Sales Support Support for sales Help Calgary Help Desk 5 SKE Subject Matter Experts z French French Language Support Fj German German Language Support E E spanish spanish Language Support 4 Italian Italian Language Support EU 10 Greek Greek Language Support a 13 M 4 bb New Activity Codes pp Ready NN40011 023 Issue 1 2 BCM Ris 6 0 103 Contact Center To import a list of Activity Codes 1 Click the Contact Center heading and click the Activity Codes link The Activity Codes page appears Click th
62. es tables can contain Match Strings of fixed digit length e g 4 digits or can contain Match Strings of variable digit length e g between 5 and 15 digits 1 Start CallPilot Manager 2 Click the Contact Center heading 90 NN40011 023 Issue 1 2 BCM Ris 6 0 Contact Center 3 Click the Caller Input Rules link The Caller Input Rules Tables page appears Main Logout Help Caller Input Rules Tables Mailbox Administration Table ID Length Commands 1 Create or Auto Attendant Create Create Custom Call Routing Create Networking Create create Create Contact Center Create Agent List skillset List General Properties Create Greetings Create Input Rules Create O nm 4 mm E w p Create CLIDDNS Routing Table Expected Visit Time Table Create Customize MNICC Files Create Create Create 4 Click the Create link for the Caller Input Rules Table you want to add a rule to NN40011 023 Issue 1 2 BCM Rls 6 0 91 Contact Center 5 The Rule Table Properties page appears Rule Table Properties Rule Table Length Fixed Variable Submit Cancel 6 Select Fixed or Variable depending on whether you want to create a rule that applies to a dial string of a fixed or variable length a If you select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1 to 50 digits b If you select Variable in t
63. ese would be the extensions that the agents are using to log into the skillset Task Havigation Panel Ring Groups Configuration Administration Welcome Group Membership Line Settings System Ring Groups Administrator Access Ring Group Resources E eq Telephorry sal Global Settings por OOOO Sets 003 Lines mar Loops Scheduled Services Dialing Pla Fres Call Securit Hospitality Hunt Groups Call Detail Recording Data Services Applications Details for Ring Group 002 4 To add an agents extension to the ring group select Ring Groups and then click the Add button Ensure that only extensions used in the Contact Center are included in the ring group A add member DN OK Cancel NN40011 023 Issue 1 2 BCM Ris 6 0 123 Contact Center 5 schedule now needs to be named for the ring group Select the Telephony folder and Schedule Services Double click on the Schedule that you wish to use and give this schedule a name Task Havigation Panel Configuration Administration Welcome Syster Administrator ACCESS Resources E CY Telephony Global Settings Sets Lines Loops Scheduled Services Dialing Plan Fing Groups Call Security Schedules Schedule Scheduled Services Details for Schedule FALLBCK Schedule Times Das eeel iiir Time Stop Time Maximum 7 00 00 00 00 00 Charachters 00 00 00 00 00 Wednesday Ti ooo 00
64. g an Expected Waiting Time Table rrrrerrnnnrrrvornnnnrrnvnnrnnnervennnnnnereeenn 76 Configuring an Expected Waiting Time Table to Utilise a Greeting Step of a Day Night Routing Table rrrrrrrnnnnrrorrrnnnnnvrnrrnnnnnvnnrnnnnnsrnnnnnnsnsennrnnnsnsennnnnn 82 CCR Trees and the Contact Center cccccscccsseeeeeeeeeeeeeeesaeeees 85 CLID amp Dialled Number Routing cccccseecesseeeeeeeeeesaeeeeeeeees 86 Galler Input Rules 194016 Lapa 90 ACUVIY COOC EEE 99 Creating or Changing an Activity Code rrrrnnrnnrvrrnnnnrvonrrnnnrrernnnnnnnrennnnnnnneenn 100 Importing Activity Codes rrrnnrnrnnnnnnnnnrnnrnnnnnnrrnrnnnnnrrnnrnnnnnnennnnnnsnsennnnnnsnsnnnnnne 102 Monitoring Call ACtivity cccccccccsecccsseeesseeesseeeesseseeseeeeesaeeeeeas 108 Monitoring Agen CASE 108 Setting up Silent Monitoring csicsa a 108 Feature 905 Monitoring Agents rrrnrnnnrnnrnnnnvnvnnnnrnnnnnnrvnvnnnnvnnnnnnrnnnnnnsennnnsee 109 Factors for Monitoring AQents ccccccssssceccesseecceseeecseseecseeeeessseeessaeees 109 Silent Monitoring OF AGENTS aa 109 Agents Requesting Help During a Monitoring Session rrrrrvrrnnrrvvvnnnnennnnn 111 Requesting Help from a Supervisor ccccecceceeeecseeeeeaeeeeseeeees 111 Requesting Help Agents VIEW rrrnnnnnnrnnnnnnrnnnnnnrnnvnnnnrnvnnnnennnnnnrnnnnnnssnnnnsee 112 Requesting Help Supervisors View rrrrrrrrnnnnnrrrrrnnnnrvenrrnnnnnrenrrnnnnnennnnnnn
65. he Variable boxes type the minimum to the maximum range of caller input digits The minimum value must be 1 or greater The maximum value must be anything greater than the minimum value up to 50 7 Click the Submit button You return to the Caller Input Rules Tables page Caller Input Rules Tables Table ID Length Commands 1 2 10 Change Rules Delete Create Contact Center Auent Lil ani Lizi Create Skillset List General Properties Create Greetings Create Caller Input Rules CLIDDNIS Routing Table Create Expected vat Time Table Create Customize MMC Files EEE Create Create Create Create om aH mm E Hw M 92 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 8 Click the Rules link for the table you want to create a rule for Caller Input Rules Tables Table ID Length Commands Mailbox Administration i 210 Change Rules Delete Auto Attendant Custom Call Routing Create Create Create Create Create Create Create Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLDONIS Routing Table Expected Wait Time Table mo mm 4 MM hh 8 fo p Create Create Create Create Create E e D b 9 The Match Table screen appears Click the Add button Match Table Rule Table 1 Match String Action Commands Add E Close NN40011 023 Issue 1 2 BCM Rls 6 0 Co
66. hest priority best qualified agent is 1 If there are several agents with the highest priority the agent available longest with that priority will be selected If you use Contact Center Professional you can assign agents different priorities depending on the skillsets they belong to Method Least Busy 7 Inthe Break Time box enter the Break Time period The default Break Time is 00 30 The Agent will remain busy for this length of time after call completion Break Time 00 30 mm ss 8 In the Delay Answer box enter the delay answer time The default delay answer time is 00 00 When a call comes in on a line belonging to a skillset that has no free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available whichever happens first During the Delay Answer time the waiting callers hear ringing tone Delay Answer 00 00 miss 9 The Primary Alert Time can be utilised to display any waiting calls in the Contact Center under a programmed F909 Display Waiting Calls button To enable the Primary Alert time select the Primary Alert check box and enter the Primary Alert time If a call exceeds the Primary NN40011 023 Issue 1 2 BCM Rls 6 0 45 Contact Center 46 Alert Time the F909 and Agent Login Feature 904 memory buttons flash slowly The Feature 909 button flashes based on the status of all the calls in the Contact Center The Feature 904 button flashes based on the st
67. ies Greetings Caller Input Rules CLID DNS Routing Table Expected Wait Time Table Activity Codes Customize MMIC Files 2 Click Configure for the appropriate Skillset The Skillset Properties page appears Skillset Properties Skillset 2 Control DN Name SKILL2 MWI DN optional Method Least Busy gt Break Time 00 30 mmiss Read waring before changing Delay Answer 00 00 mms l Primary Alert 00 00 mm ss I Secondary Alert 00 00 mm ss Attendant Ext optional Use Previous fi 0 calls to calculate EWT EWT Increase Allowed v Initial Call Duration 00 03 00 hhmmmiss Activity Code Entry Optional Type Submit Cancel 44 0 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 3 In the Control DN box type the chosen CDN for the Skillset Control DN 4 In the Name box type the name for this Skillset The Skillset name can be a maximum of 16 characters Name SKILL2 5 In the MWI DN box type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox If you select a message waiting DN this extension will no longer be able to have its own mailbox MY DH optional 6 From the Method list box select Least Busy or Preferred priority The default is Least Busy Least Busy routes the call to the agent who has been available the longest Preferred routes the call to the agent with the hig
68. io 6 A Acrobat com 7 Canon Printer Uninstaller Adobe Reader 9 7 Canon Utilities amp Audacity 7 Citrix 7 ClarifycRM12 0 7 Computer Associates F Dia 2 FileZilla FTP Client fr 2 Microsoft ASP NET 2 0 AJAX Extensions lt A Documents 7 Microsoft Office E ee Settings gt F Microsoft Office Live Meeting 2007 2 gt 7 Microsoft SQL Server 2005 ha i 7 Mozila Firefox F 9 Help and Support d J Run E Quicktime S l 7 Quote Tool BC 3 Log Off Pauls Rea g ae mm tg m SharePoint SS En A NM A A JE JE e A JE DE JG 2 i eG HSE EE JE A JE 20 JE AE start 2 Interne 3 3 Window FF SMC 3455 2 Alternatively double click on the Business Element Manager desktop icon A BUSINESS Element Manager 4 0 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 3 You will be presented with the Element Manager interface Avaya Business Element Manager Network Elements File Edit View Network Session Tools Help Gar amp Cut S Copy E3 Paste MM Web Page pr Validate Device Connect p 4 Delete dg 10 1 12 dy 10 1 1 66 d 200 30 30 30 73 d 200 30 30 51 dy BCM Chester By 200 30 30 77 d TEST BCM50 RS d 200 30 30 80 4 Open the Network Elements folder and select the IP Address of the BCM Avaya Business Element Manager Network Elements 200 30 30 80 File Edit View Network Session Tools Help
69. ion Activity Code Entry Type Record a call Disabled Please note that Silent Recording may be illegal in certain jurisdictions please consul your legal advisor before turning on this feature Max Message Length 1 60 minutes Recorded Call Destination I Personal Mailbox l Skillset Mailbox The recorded call vill be sent to the mailbox of the skillset that the call currently belongs fo D Mailbox SFTP Destination Mone Cancel NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center The skillset can also be configured to include optional or prompted activity code entry If the skillset is assigned as prompted this settings takes priority over any activity code setting at agent level Please refer to the Setting the Skillset Properties section of this guide for details relating to the Activity Code Entry Type options Skillset Properties Skillset 1 Control DH fao Name SKILL MWI DN foptionaly Method Least Busy gt Break Time 00 30 miss Read warming before changing Delay Answer oo00 mmiss Primary Alert 00 00 mins I Secondary Alert 00 00 mim ss Attendant Ext foptonal Use Previous fo calls to calculate EWT EWT Increase Allowed W Initial Call Duration 00 03 00 hhmmuss Activity Code Entry Optional Fj Type Note If either the skillset or the agent setting is Prompted entering Activity Codes for calls is prompted If both skillset
70. ion click the Browse button and follow steps 7 to 9 Contact Center Greeting 5 Phone Set Connect To i Changes to the recording are applied ONLY when the SAVE button is pressed BEFORE hanging up Play Stop record sae Import From Browse Send Export Matwe Encoding ay Encoding Close Help 6 The Choose File box appears Look in E My Documents t Al et _ My eBooks greet greeting My Pictures Untitled My Webs dfihothofihotkhaf ay Doc ay Document File name greeting Files of type all Files Cancel 7 From the Look in list select the location of the file 40 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 8 Select the file and it will be displayed in the File Name box 9 Click the Open button 10 The path of the file will be inserted in the From box Click the Send button Call Center Greeting 5 Phone Set Connect To 400 Hang Up Chenges to the recording are applied ONLY when the SAVE button is pressed BEFORE hanging up Play Stop Import C Documents and Sett Browse Export Native Encoding Wav Encoding Close Help 11 The From box will then clear 12 To play the greeting or prompt in the Connect to box type an extension or telephone number and click the Play button 13 Your telephone rings 14 Answer the phone to listen to the greeting or prompt 15 Click the Save butt
71. ity Code Entry Type Optional 32 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 12 Select Record a call if you want active calls to be recorded by the agent entering F989 The options available are Disabled default Announced and Silent If Announced is selected the caller and agent will hear an audible prompt to state that recording will take place If Silent is selected then no recording prompt will be played Record a call Disabled Please note that Silent Recording may be illegal in certain jurisdictions please consult your legal advisor before turning on this feature Note The agent s DN can also be configured for the Professional Call Recording feature This configuration is performed on a per DN basis Refer to the Professional Call Recording Guide for more information 13 The Maximum Message Length of the recording can be set from a range of 1 to 60 minutes Max Message Length 1 60 minutes 14 The Recorded Call Destination can be defined The available destinations are the agents own Personal Mailbox the Skillset Mailbox another mailbox within the system or a centralised SFTP destination SFTP destinations can be specified using Element Manager refer to the Adding an External Network Location for the Silent Record a Call Facility section of this guide When an SFTP folder is defined as a storage location on the network these storage locations must be on an SCP server The BCM supports
72. killset List Skillset Name CDM Status Commando 1 Customer service 231 Enabled Properties Agents Day Night ServiceMode Overflow Disable Auto Attendant 2 Sales 300 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Custom Call Routing i Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLIDDNIS Routing Table Expected VVait Time Table Customize MMCC Files 5 The Assigned Agents page appears Click the Assign button Assigned Agents Skillset 1 ru FEN FEN EE p P Commands 50 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 6 The Assign Agents page appears with the available Agents displayed Click the Assign check box for each Agent that you want to add to the Skillset Logout Help Assign Agents Assign ID Priority submit Cancel 7 From the Priority list box select the Priority of the Agent 1 is the highest priority NN40011 023 Issue 1 2 BCM Ris 6 0 1 2 3 4 5 B F a 3 Name Chris Susan John Agent4 Agents Agents Agent Agents Agents Agentii Agentii Agent 2 10 gt 51 Contact Center 8 Click the Submit button The Agent you selected appears on to the Assigned Agents page If you want to assign another Agent to this Skillset click on the Assign button Assigned Agents Skillset 2 ID Name Priority Auto
73. le DOES NOT guarantee fax delivery to the skillset mailbox more information Information Commands Greeting 1 Forced Mo Transfer Insert Modify Delete Distribute For 00 15 Insert Modity Delete Greeting 2 Normal Mo Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete Insert Close NN40011 023 Issue 1 2 BCM Rls 6 0 97 Contact Center 19 The Routing Step will be displayed Under the Intelligent Caller Input Routing section of the screen select the Advanced radio button 98 Logout Help Routing Step Skillset 1 Step Number 1 Step Type amp Greeting 1 Welcome Forced Play al EWT Greeting Table fi EWT Greeting Table 1 Forced Play F Distribute for mm s C Transfer to Extension C Transfer to mailbox Transfer to external Outdial Method Line LineiPool Transfer to Auto Attendant None gt Greeting Table Select Mone for default 44 prompt Mote AA company greetings vill be skipped Transfer to Operator Transfer to CCR fa vr C Disconnect Intelligent Caller Input Routing for Greeting EWT Greeting step only C None Basic M Auto Attendant 1 Table None Select Mone for default 44 prompt Mote AA company greetings vill be skipped M Operator 0 I Skillset Mailbox E M CCR 2 Tree 3 7 amp Advanced Retries a v Caller Input Rules Table 1 Submit Cancel NN40011 023 Issue 1
74. lers can interrupt a EWT greeting the same way they interrupt a normal greeting To record greetings refer to Recording Contact Center Greetings section of this guide NN40011 023 Issue 1 2 BCM RIs 6 0 19 Contact Center Creating an Expected Waiting Time Table 1 Log into CallPilot Manager 2 Click the Contact Center heading 3 Click the Expected Wait Time Tables link The EWT Greeting Tables page appears EWT Greeting Tables Mailbox Administration Auto Attendant Table ID Caption Commands Create Custom Call Routing Create Create Networking Create Create Contact Center Create Agent List Create Skillset List Create General Properties Greetings Caller Input Rules Create CLID DNS Routing Table Create Expected Wait Time Table Activity Codes Customize MMC Files Create Create Reports Create Create Configuration Create Create Create Create Operations Create Create 4 Click the Create link EWT Greeting Tables Mailbox Administration Auto Attendant Table ID Caption Commands 1 rest Custom Call Routing Create Create Networking Create Create Contact Center Create 76 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 5 The EWT Greeting Table page appears Click the Add button Logout Help EWT Greeting Table Expected Wait Time Table ID 1 No Wait Time Interval Greeting ID Co
75. low Disable Auto Attendant 2 Sales 300 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routing Table Expected Wait Time Table Customize MMCC Files 4 Click the Day or the Night link for the Skillset to which you want to add a routing step Logout Help Skillset List Mailbox Administration Skillset Name CDN Status 1 Customer service 231 Enabled Properties Agent Day Night fervicemode Overflow Disable Auto Attendant p Sales 300 Disabled Properties Agent Day Night e Mode Overflow Enable Unconfiqure Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routing Table Expected Wait Time Table Customize MMCC Files NN40011 023 Issue 1 2 BCM Rls 6 0 53 54 Contact Center 5 The Day or the Night Routing Table page appears Click the Insert link Main Logout Help Day Routing Table Skillset 2 This routing table DOES NOT guarantee tax delivery to the skillset mailbox more information Step Information Commands NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 6 The Routing Step page appears Logout Help Routing Step Skillset 1 Step Number New Step Type amp Greeting 1 gt
76. lt is Secure FTP SFTP 4 Add Network Location 5 In the IP Address or Host Name field enter IP Address or valid Host Name of the FIP or SFIP server where the recordings will be transferred WAV format A Add Network Location x FTP method Secure FTP SFTP IP Address or Host Name l 6 In the FTP User field enter the user name that is required to login to the specified FTP or SFTP server Add Network Location X FTP method Secure FTP SFTP IP Address or Host Name 200 30 30 64 NN40011 023 Issue 1 2 BCM Ris 6 0 119 Contact Center 7 In the FTP Password field enter the password required to login to the specified FTP or SFTP server Note that this setting is not required when using SFTP 5 Add Network Location FTP method Secure FTP SFTP IP Address or Host Name 200 30 30 64 FTP User Brian Destination FTP Folder 8 You will be prompted to confirm the password you have entered Confirm Password xX Please type again to confirm the password e TET RE 9 In the Destination FTP Folder field enter the folder directory on the specified FTP or SFIP server where the recorded files will be transferred A Add Network Location 120 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 10 The destination will now be added to the SFIP Dest Table as a Destination ID The Destination ID e g 1 or 2 can be selected when configuring SFTP in the Add or Change Agent sc
77. mmands After all times above This table is incomplete and cannot be used by an BAT greeting step until the After all times above greeting has been entered Close 6 The Wait Time Interval page appears In the Wait Time Interval box enter the first EWT value in the format hh mm ss where a hh is number of hours from 0 24 b mm is number of minutes from 0 59 c SS is number of seconds from 0 59 Logout Help Wait Time Interval Expected Wait Time Table ID 1 Wait Time Interval 00 01 00 i hh mm ss Greeting ID 3 1 min wait interval Cane 7 Each EWT table has a maximum of 11 entries 10 wait time intervals and 11 greeting numbers You enter a wait time and choose a greeting that plays during the wait time Greetings must be recorded before you can select them for a EWT interval NN40011 023 Issue 1 2 BCM RIs 6 0 77 Contact Center 8 In the Greeting ID box enter the greeting number you want to use for this EWT Main Logout Help Wait Time Interval Expected Wait Time Table ID 1 Wait Time Interval 00 01 00 hhimm s Greeting ID E Welcome 1 WWelcome 5 3 min wait greeting b Final EvvT greeting 9 Click the Submit button 10 The EWT Greeting Table page appears Continue to configure the table adding in the appropriate wait time intervals and greeting ID s as required EWT Greeting Table Expected Wait Time Table ID 1 No Wait Time Interval Gree
78. nce the Not Ready Timeout feature Ihe agent is notified through the telephone set when they are in the Not Ready state by periodic tones played in the configured intervals This feature must be used in conjunction with the Not Ready Timeout facility i Not Ready TA Timeout Manual Not Ready FG Timeout i Audible Not Ready 00 20 Notification Interval NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 14 From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout Missed Call Option kake Not Ready Return To Skillset NOTE The Missed Call Option controls how a call is treated if an agent does not answer the call Make Not Ready assigns an agent s telephone to respond as it does with the Not Ready feature enabled Automatic Logout Automatically logs an agent out of their skillset if they do not answer a call The default is Make Not Ready Return to Skillset To assign how many rings before the Missed Call Option change the timer for Transfer Callback Timeout Refer to Feature Settings section of the Telephony Services Guide 15 If you use Activity Codes from the Activity Code Entry Type drop down list select Optional or Prompted bb Code Entry Optional pe al Agents use Activity Codes to allocate calls to one or more activities The codes may be related to a product enquiry or to identify calls generated as a response to a marketing campaign for exam
79. ng that plays if the EWT exceeds the configured wait time intervals 13 Click the Submit button 14 The EWT Greeting Table page appears EWT Greeting Table Expected Wait Time Table ID 1 No Wait Time Interval Greeting ID Commands 1 Up To 00 01 00 3 1 min valt interval Change Delete 2 Up To 00 02 00 4 2 min wat greeting Change Delete 3 Up To 00 03 00 5 3 min valt greeting Change Delete Add After all times above G Final EAT greeting Change Close 15 Click the Close button 16 The EWT Greeting Tables screen will be displayed EWT Greeting Tables Table ID Caption Commands Mailbox Administration 1 Add Caption Change Delete Auto Attendant 2 Create 3 Create Custom Call Routing 4 Create wr Tr Ant SL ER 80 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 17 A caption can be added for the table by clicking the Add Caption link EWT Greeting Tables Mailbox Administration Auto Attendant Custom Call Routing ae 18 A description can then be added for the table Then click the Submit button Main Logout Help EWT Table Gaption EWT Table ID 1 EWT Greeting Table 1 Submit Cancel 19 The completed EWT Table can now be used with a Greeting step of a Day or Night routing table NN40011 023 Issue 1 2 BCM Ris 6 0 81 Contact Center Configuring an Expected Waiting Time Table to Utilise a Greeting Step of a Day Night Routing Table
80. nt List Skillset List General Properties 30 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 2 Click the Add Many Agents List link The Add Many Agents dialogue box appears Add Many Agents ID Range From 3 To 4 Supervisor O Automatic Answer O I Override Skillset Break Time I Not Ready Timeout Manual Not Ready Timeout l Audible Not Ready Notification Interval Missed Call Option Make Not Ready Return To Skillset Aik Code Entry Optional ype Record a call Disabled v Please note that Silent Recording may be illegal in certain jurisdictions please consul your legal advisor before turning on this feature Max Message Length 1 60 minutes Recorded Call Destination Personal Mailbox Skillset Mailbox The recorded call will be sent to the mailbox of the skillset that the call currently belongs to O Mailbox SFTP Destination None v Submit Cancel 3 Specify the Agent Ids that you wish to add in the From and To boxes ID Range From 4 To fi 2 4 Select the Supervisor check box if you want to give the Agent supervisor functionality This can be amended individually from the Add Agent List afterwards if necessary Supervisor 5 Select the Automatic Answer check box if you want calls to be force delivered to the Agent Functionality This can be amended individually from the Add Agent List afterwards if necess
81. ntact Center 10 The Match Rule Setup page appears Main Logout Help Match Rule Setup Rule Table 1 Match String Action Move to Skillset 1 Send to Skillset Mailbox Transfer to Extension Transfer to Mailbox Transfer to External OQutdial Method Line LinePool Transfer to Auto Attendant None v Greeting Table Select Mone for default 44 prompt Mote AA company greetings vill be skipped Transfer to Operator Transfer to CCR 3 gt Change Call Priority Only New Call Priority No Change Submit Cancel 11 In the Match String box type the string you want to match digits the caller must enter Match String 12 Select an action for how you want to route the call a if you want to transfer the call to another Skillset i Select Move to Skillset li From the list box select the number of the Skillset you want to transfer the call to Action C Move to Skillset 1 b If you want to transfer the call to the Skillset mailbox select Send to Skillset Mailbox Send to Skillset Mailbox 94 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center c gt lf you want to transfer the call to an extension select Transfer to Extension and in the box type the extension number you want to transfer the call to Transfer to Extension lf you want to transfer the call to a mailbox select Transfer to Mailbox and in
82. ntinue There is a problem with this website s security certificate The security certificate presented by this website was not issued by a trusted certificate authority Security certificate problems may indicate an attempt to fool you or intercept any data you send to the Server We recommend that you close this webpage and do not continue to this website Click here to close this webpage amp Continue to this website not canes SN More information NN40011 023 Issue 1 2 BCM RIs 6 0 17 Contact Center 10 The Main Menu of CallPilot Manager will be launched AVAYA Main Logout Help Main Menu Mailbox Administration Add di d Mailbox Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration Operations Accessing CallPilot Manager from Internet Explorer CallPilot Manager can also be accessed directly from Internet Explorer This method of access Is an alternative if you cannot gain access via Element Manager 1 Open Internet Explorer In the address bar enter http lt IP Address of BCM gt CallPilotManager HP United Kingdom Computers Laptops Servers Printers and more Windows 2 If you are presented with the Certificate Error window click Continue to this website not recommended 18 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 3 You will be presented with Administration Login screen Enter the user ID and passwo
83. ode F982 There are six possible Service Modes Auto The skillset uses the Automatic Service Mode You must configure both the Day and Night Routing Tables before you can assign the Automatic service Mode to the skillset Day The skillset uses the Manual Service mode and the Day Routing Table You must configure the Day Routing Table before you can assign the Manual service Mode and the Day Routing Table Night The skillset uses the Manual Service mode and the Night Routing Table You must configure the Night Routing Table before you can assign the Manual Service Mode and the Night Routing Table 24 Hour The skillset uses the Day Routing Table only You must configure the Day Routing Table for 24 hour operation to use this service Mode Uninit The skillset is not configured You must configure the skillset before you can assign the Service Mode Invalid You have only partially configured the skillset You cannot enable this skillset 62 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center Note If you originally configure the skillset with a Day Routing Table only and enable the skillset Contact Center will recognize the Service Mode as Day Afterwards if you add a Night Routing Table Contact Center still recognizes the Service Mode as Day You must set the Service Mode to Auto to get Contact Center to function in the Auto Service Mode To set the Service Mode 1 Enter Feature 982 on a two line display telephone handset
84. on to save the greeting or prompt 16 The greeting or prompt you save replaces the original prompt or greeting 17 Click the Close button and replace the telephone handset NN40011 023 Issue 1 2 BCM RIs 6 0 41 Contact Center Exporting a Greeting Name or Prompt lf you use Business Communications Manager you can export a previously recorded greeting or prompt to a computer file in WAV or in its native format Export the greeting or prompt in its native format if you want to re import the file later Export the file in its native format if you want to use the same company greetings or Auto Attendant prompts at different company locations If you keep the file in its native format you avoid converting the file to another format which can lessen its sound quality Export the greeting or prompt in WAV format if you want to edit the sound file on your computer To export a previously recorded greeting or prompt 1 Start CallPilot Manager 2 Click the Contact Center heading 3 Click the Greetings link The Contact Center Greetings page appears 4 Click the Voice link for the greeting you wish to export 5 The Record screen will appear 6 At the Export option click either Native Encoding or WAV Encoding In this example WAV encoding has been selected Contact Center Greeting 6 Phone Set 2 Changes to the recording are applied ONLY when the SAVE button is pressed BEFORE hanging up Play Stop tere see Im
85. ormation on how to create EWT tables C EWT Greeting Table Forced Play E c Distribute Enter a time for the call to be on Hold Distribute steps put callers on hold while they wait for an agent If no agents are available before the distribution time expires the call goes to the next step in the routing table If there is no next step in the routing table the call ends Distribute for mms d Goto If selected this will be the last step in a routing table The purpose of a Goto step is to return to a previous step in the routing table to cycle through the subsequent steps until the Goto step is reached again Goto step 56 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center e Transfer to e Extension Mailbox oe e External number oe Choose Outdial method Line Pool or Route If using a line or pool specify the line or pool number pool A 1 B 2 etc e Auto Attendant e Operator e CCR Tree Transfer to Extension Transfer to mailbox Transfer to external Outdial Method Line LinePool Transfer to Auto Attendant None Greeting Table Select Mone for default 44 prompt Mote 44 company greetings vill be skipped Transfer to Operator Transfer to CCR ax f Disconnect A Disconnect step releases a call from the skillset it is in If the first step in a routing table is a Disconnect step Contact Center does not answer the line Disconnect
86. ou created appears in the Match Table Match Table Rule Table 1 Match String Action Commands 1111 Move to 2 Change Delete 222 Extension 253 Change Delete 33 External 901244670200 Change Delete Add Close 14 Repeat steps 8 to 13 if you want to add another rule to the table or click the Close button to return to the Caller Input Rules Tables page 15 The Input Rule now has to be attached to a greeting step contained in a routing table In the following example the rule will be enabled in the Day Routing Table of Skillset 1 against Greeting 1 96 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 16 Select the Skillset List link and ensure that the Skillset is disabled to allow configuration to take place Main Logout Help Skillset List Mailbox Administration 1 Customer service 3251 Disabled Properties Agents Day Night Service Mode i Auto Attendant 2 Sales 300 Disabled Properties Agents Day Might Service Mode 17 Select the Day or Night link for the appropriate Skillset Main Logout Help Skillset List Mailbox Administration Name Status 1 Customer service 251 Disabled Properties Ageng Day Night E Auto Attendant 2 Sales 300 Disabled Properties Agent Day Night Bervice Mode 18 The Day Night Routing Table will be displayed Select Modify for the greeting that you wish to attach the Input Rule to Main Logout Help Day Routing Table Skillset 1 This routing tab
87. out the prior written permission of a duly authorised representative of ITEL NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center Table of Contents Contact Cenier aS 7 NNN 7 Contact Center Capacities vxsaei ten ciekiaticesestetetcesttnaceccddsieantehstciesecadedeneichatadscadddeelcbias 8 Required Setup Information erssce 9 Enabling KO OUST 9 0 Me EE EE EE 10 Agent Handset Button Programming rrrnnnnnnnnnvnnnnnnnnnnnnnevnnnennnnen 11 TANS 2 gM PISSVOIS Je a a 12 Obtaining Control DN S sarte eee 12 Accessing CallPilot Manager rrnrrnnnnnrnnnnnrnrnnnrnrnnnnnnnnnennanennnnnnen 14 Accessing CallPilot Manager from Element Manager scsccccseeeeeeeeeeees 14 Accessing CallPilot Manager from Internet Explorer rrrvrrrnnrrrvvrnrnnvrrvennnnnn 18 General POPES aS 20 reaingAeBaarvr rv v4vqvvavvvrvvsvsvrvvsresnamee 23 Adding Individual Agents rrrrnnrnrrrrrnnnrrvrrrnnnnnrrrrrnnnnrrennrnnnnnrrnnnnnnsnsennnnnnsnsennnnnn 23 Adding Many Agent ccccccccccssseeceeecseseeeeeseeeseeeeesseeeeeeeessaueeeeeesaaseeeeesaaees 30 Recording Contact Center Greetings rrrararrarerrarerrarerranennanennnn 36 Recording GreeUnqse eee 37 Importing amp Exporting Greetings rrrrnnnrrvrrnnnrvrrnnnnenvrnnnrenrnnnrennnnrsnnnnnnsennnnsne 39 Exporting a Greeting Name or Prompt rrrennnnnnvrvvnnnnnnrrernnrnnerrernnrnnerneennnnnene 42 Skillset Conngurall ON esanen 44 Setting the Skillset Properties
88. ple They can be manually entered by the agent using F907 during the call or the agents can be prompted on their telephone display to enter the code on the completion of the call With the prompted setting the F907 session is active until the agent enters an Activity Code or if the agent does not enter an Activity Code until a the agent releases the session by pressing the Release or the Feature button b the active peg period ends 16 Select Record a call if you want active calls to be recorded by the agent entering F989 The options available are Disabled default Announced and Silent If Announced is selected the caller and agent will hear an audible prompt to state that recording will take place If Silent is selected then no recording prompt will be played Record a call Disabled Please note that Silent Recording may be illegal in certain jurisdictions please consult your legal advisor before turning on this feature NN40011 023 Issue 1 2 BCM RIs 6 0 27 Contact Center Note The agent s DN can also be configured for the Professional Call Recording feature This configuration is performed on a per DN basis Refer to the Professional Call Recording Guide for more information 17 The Maximum Message Length of the recording can be set from a range of 1 to 60 minutes Max Message Length 1 60 minutes 18 The Recorded Call Destination can be defined The available destinations are the agents own Personal Mailbox
89. port Browse Send Export Native Encoding av Encoding Close Help 42 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 7 The File Download dialogue box appears File Download ka fou have chosen to download file from this location amim GE YOn Lomia fm from 10 1 1 2 hat would you like to do with this file Open this file from its current location f Save this file to disk M Always ask before opening this type of file Cancel More Info 8 Click Save this file to disk and click the OK button 9 The Save As dialogue box appears From the Save in list box navigate to the location you want to save the file and click the Save button 4 ae File name v My Methuo Save as type wave Sound Cancel A Download complete Piik Ei Saved prompt wav from 20 20 20 3 E E E 35 9 KB in 5 sec CAWINDOWS Desktop prompt waw KB Sec NN40011 023 Issue 1 2 BCM Ris 6 0 43 Contact Center Skillset Configuration Setting the Skillset Properties 1 Start CallPilot Manager and click the Contact Center heading Click the Skillset List link The Skillset List page appears Logout Help Skillset List Skillset Name CDN Status Commands 1 SKILL 400 Enabled Properties Agents Day Might ServiceMode Overflow Disable 3 Unused Configure 4 Unused configure unused Configure Hetworking Contact Center General Propert
90. r the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAY A COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS
91. rd By default the User ID is nnadmin and the Password is PlsChgMe Home Help Administration Login 4 Click the Submit button The Main Menu of CallPilot Manager will be displayed Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration Operations NN40011 023 Issue 1 2 BCM Ris 6 0 19 Contact Center General Properties Settings in this section relate to system wide operations of the Contact Center 1 Access CallPilot Manager 2 Click the Contact Center heading Click the General Properties link Main Logout Help Contact Center Please choose a Contact Center option onto Guoman outa Contact Center Agent List Skillset List General Properties s Greetings Caller Input Rules CLIDDNS Routing Table Expected Wait Time Table Activity Codes Customize MMCC Files Reports Configuration Operations 20 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 3 The Contact Center Properties page appears Logout Help Contact Center Properties CC Reporting Server Password T Confirm Password Enable CC Reporting Data Stream Reserved Channels 1 Supervisor Help Request Timeout 12 seconds Supervisor Help from all skillsets agent s skillsets only ig Caller ID Dialed Number
92. reen refer to the Creating Agents section of this guide Silent Record a Call Network Storage Locations SFTP Dest Table Dest ID Destination FTP Folder 200 30 30 45 Recordings Fallback Configuration lt may be necessary to create a Fallback Schedule for situations where the Contact Center is not operational This can be achieved for example by creating a Ring Group that will be presented with calls when the Contact Center is not answering calls This would be linked to an appropriate schedule 1 A Ring Group would be created within Element Manager It would be recommended that ring group 1 should not be used as this has all lines assigned to it by default NN40011 023 Issue 1 2 BCM RIs 6 0 121 Contact Center 2 The ring group is selected from the Telephony folder and Ring Groups In this example ring group 2 has been selected Task Navigation Panel Configuration administration eo Welcome FE System AMES Administrator Access a ara In this example fo 7 MEG Group 2 has been Hy Global Settings i ae sets 3 selected H E Lines l Loops l Scheduled Services E E Dialing Plan o Ring Groups HE Call Security _ Hospitality l Hunt Groups La Call Detail Recording H E Data Services H E Applications Ring Groups Group Membership Line Settings 122 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 3 Member extensions for the group would be added Th
93. ring options again NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 12 Press OBSV to monitor an agent If another supervisor is monitoring the agent the OBSV button does not appear At any time you can press the CANCL button to exit the monitoring session without logging off If the agent has no active call has a call on hold or is on a conference call you hear silence You do not begin to monitor the agent until the agent takes a call takes the call off hold or ends the conference call 13 If you want to join the call press JOIN You can press MUTE to mute your voice while you monitor 14 To end the monitoring session press CANCL If you want to monitor another agent in the skillset press NEXT until you see the agent you want to monitor and then press OBSV Agents Requesting Help During a Monitoring Session While you monitor an agent the agent can request Supervisor Help if it is available on your system If an agent requests help you are automatically selected to help and assumed to have accepted the request When help has finished the Supervisor Help session ends and your original monitoring session resumes where it left off Requesting Help from a Supervisor With Supervisor Help an agent can request help from a supervisor while they are on a Call by pressing a programmed feature button F906 DN 2001 NN40011 023 Issue 1 2 BCM RIs 6 0 111 Contact Center The agent can send an urgent request for help
94. s 6 0 Contact Center 3 The Line Properties page will be displayed Logout Help Line Properties Line Number 127 Answer Mode Contact Center Table Skillset Number 2 Number of Rings E Submit Cancel 4 From the Answer Mode list box select Contact Center 5 In the Table Skillset Number box type the number of the Skillset you want to answer this line 6 From the Number of rings box select the number of rings before Contact Center answers You must select a number from 0 to 12 7 Click the Submit button Enabling the Skillset After all programming has been performed and lines assigned the Skillset must be enabled for it to operate 1 Start CallPilot Manager 2 Click the Contact Center heading 3 Click the Skillset List link The Skillset List page appears NN40011 023 Issue 1 2 BCM RIs 6 0 71 Contact Center 4 Click the Enable link for the Skillset you want to enable Main Logout Help Skillset List Mailbox Administration Skillset Name CDN Status Commands 1 Customer service 231 Enabled Properties Agents Day Might ServiceMode Overflow Disabl Auto Attendant 2 Sales 300 Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure 5 If you have not initialized the skillset mailbox you will be presented with the following warning screen The skillset mailbox should then be initialized Refer to the Skillset Mailbox Initialisation
95. s when auto associating 7 Include I C calls when invoked by Hold 7 H Global Settings Feature Settings Advanced Feature Settings ONN Blocking IP Terminal Features Tone iz DMC Feature List System Speed Dial Bubs a CAP Assignment Sets BRI ha 2 Lines Loops Scheduled Services E Dialing Plan Silent Monitor l Ring Groups Monitoring mode sient 1 Call Security Hospitality Number of SM sets 5 Hunt Groups Call Detail Recording SM password pete H 40 Data Services Applications Call Log Space Reset Logs a Silent Choose Silent if you the recording to take place without a recording tone to play b Non silent Choose Non silent if you want the Agent and the caller to hear a conference tone when recording is due to commence Note This is a global setting that will also affect Hunt Group Monitoring Refer to the Telephony Services Guide for more information on Hunt Group Monitoring When the agent is created options are available for the record call facility The options include settings that determine whether the recording is Contact Center Announced or Silent If Announced is selected the caller and agent will hear an audible prompt to state that recording will take place If Silent is selected then no recording prompt will be played Further options determine where the recorded call will be saved The available destinations are the agents own Personal Mailbox the
96. section of this guide for details of how to initialize the Skillset mailbox Microsoft Internet Explorer X AN This skillset s mailbox has not been initialized Could not enable skillset 6 If the Skillset mailbox has been initialised on the Skillset List page in the Status column the Skillset changes from Disabled to Enabled Logout Help Skillset List Mailbox Administration Skillset Name CDH Status Commands 1 Customer service 251 Enabled fProperties Agents Day Night ServiceMode Overflow Disable Enabled Auto Attendant 2 Sales 300 Properties Agents Day Night Service Mode Overflow Disable Ensuring Lines Are Answered by Contact Center To ensure that the Contact Center does answer the lines assigned to it the Answer Line status under Operator Settings must be set to Enabled ticked 1 Start CallPilot Manager 72 NN40011 023 Issue 1 2 BCM RIs 6 0 Contact Center 2 Click Operations Click Operator Settings Operations Mailbox Administration Please choose an operation Auto Attendant Custom Call Routing Hetworking Contact Center Reports Configuration Operations Operator Settings 3 The Operator Settings page appears Operator Settings Attendant Available Business Open Answer Lines Attendant Reset Operator Password 4 Ensure the Answer Lines checkbox is ticked 5 Click Submit The Answer Lines status can also be set under Feat
97. ssign them a priority The priority can be used to determine which of your agents receives an incoming call If the method of call distribution for the skillset is Preferred the agent with the highest priority receives the call The agent priority ranges from 1 to 20 1 is the highest agent priority for the most qualified agents The default value is 10 Dynamic Agent Priority With Dynamic Agent Priority an agent can have a different priority depending on which skillset the agent is logged on to You assign Dynamic Agent Priority when you assign the agent to a skillset To assign an Agent to a Skillset 1 Start CallPilot Manager 2 Click the Contact Center heading 3 Click the Skillset List link The Skillset List page appears Skillset List Mailbox Administration Skillset Name CDN Status Commands 1 Customer service 231 Enabled Properties Agents Day Night ServiceMode Overflow Disable Auto Attendant 2 Sales 300 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routing Table Expected Wait Time Table Customize MMCC Files NN40011 023 Issue 1 2 BCM Rls 6 0 49 Contact Center 4 Click the Agents link for the Skillset that you want to add Agents to The Skillset must be configured before the Agents link appears Logout Help S
98. ssue 1 2 BCM Rls 6 0 25 Contact Center 26 7 In the Name box type the name of the Agent Do not use the same first seven characters for any two Agent names Only the first seven characters are displayed in Contact Center Reporting and therefore these really need to be unique Name Agent2 8 Select the Supervisor check box if you want to give the Agent Supervisor functionality The default is not selected The Supervisor has the ability to monitor agent calls Supervisor E 9 Select the Automatic Answer check box if you want calls to be force delivered to the Agent This should be used with headsets only The Agent hears a brief tone then the call is connected The default is not selected Automatic Answer D 10 Select Override Skillset Break Time if you want to configure the agent s break time on an individual basis The default is not selected Override Skillset Break Time 11 Select Not Ready Timeout if you want the agent s status to be automatically returned to an available state once the time out period has expired The agent must first be in a Not Ready state before using this feature C Not Ready Timeout 12 Select Manual Not Ready Timeout if you want the agent to be forced back into the available state after the specified time when they have manually placed themselves in the not ready state Manual Not Ready Timeout 13 Select Audible Not Ready Notification Interval if you want to enha
99. t Ready Make Mot Ready Make Mot Ready Commands Logged Off Logged Off Logged Off Logged Off Logged Off Logged Off Logged Ot Change Logged Off Logged Off Logged Off Logged Off Logged Off Chang Chand Change Change Change Chang Change Change Change Chang Chand E Besa Delete Password Reset Password Reset Password TT Reset Password Reset Password TT E E Password Reset Password Reset Password TT Reset Password Reset Password TT Reset E Password Boa Delete Password Add 19 To edit details of individual agents select the Change link 34 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 20 The Change Agent screen will appear for editing Change Agent Agent ID 1 Name Agent Automatic Login DN Supervisor E Automatic Answer F l Override Skillset Break Time Not Ready Timeout Manual Not Ready Timeout C l Audible Not Ready Notification Interval Missed Call Option Make Not Ready Return To Skillset SUN Code Entry Optional Type Record a call Disabled Please note that Silent Recording may be illegal in certain juriedictions please consult your legal advisor before turning on this feature Max Message Length 1 80 minutes Recorded Call Destination Personal Mailbox I Skillset Mailbox The recorded call will be sent to the mail
100. t Center Mailbox Administration Please choose a Contact Center option Auto Attendant Custom Call Routing Hetworking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLIDDNS Routing Table Expected VVait Time Table Customize MMCC Files 3 The Intelligent CLID DNIS Routing page appears Click the Insert link Logout Help Intelligent CLID DNIS Routing Mailbox Administration Auto Attendant e Line CLID ANI DNIS Action Commands Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DMIS Routing Table Expected Wait Time Table Customize MMC Files NN40011 023 Issue 1 2 BCM Rls 6 0 87 Contact Center 88 4 The CLID DNIS Setup page appears Main Logout Help CLID DNIS Setup Line CLID AMI DHIS Action Move to Skillset 1 Change Call Priority Only New Call Priority No Change Submit Cancel 5 Set the method to identify the call a If you want to create a rule based on the line a call comes in on b enter the line number in the Line box Line If you want to create a CLID Calling Line ID or ANI Answered Number Information rule in the CLID ANI box type the CLID or ANI number you want to assign this routing to The CLID or ANI number identifies the caller or the location the call was ma
101. tails can be edited Logout Help Agent List Mailbox Administration ID Name Super Auto Missed Ans Call Make Mot Logged Ready Off Make Mot Logged Ready Of Commands Auto Attendant 1 Alan Mo No Custom Call Routing Hetworking Contact Center Agent List Change Delete Password 2 Agent2 Change Delete Password Add Add Man ents NN40011 023 Issue 1 2 BCM Rls 6 0 29 Contact Center 22 When agent s details are viewed by selecting the Change link an additional parameter becomes available The Auto Login DN option configures an agent to be automatically logged in to a defined DN after a system reboot Main Logout Help Change Agent Agent ID 1 Hame Alan Automatic Login DN 222 E Supervisor Automatic Answer F Override Skillset Break Time I Not Ready Timeout l Manual Not Ready Timeout Audible Not Ready Notification Interval Missed Call Option Make Not Ready Return To Skillset Ad Code Entry Optional ype Adding Many Agents 1 Start CallPilot Manager Click the Contact Center heading Logout Help Agent List Call Auto Attendant Make Mot Logged Rezet toeren Tem ve No Ready Of PADE pasoword PERLE Mailbox Administration ID Name Super ula Commands Make Mot Force Custom Call Routing 2 Agent2 0 Ready Off Hetworking au Contact Center t Add Man ents Age
102. telligent Contact Centre Telephone Administration guide Intelligent Contact Center Supervisor guide Intelligent Contact Center Agent guide 130 NN40011 023 Issue 1 2 BCM Ris 6 0
103. the Skillset Mailbox another mailbox within the system or a centralised SFTP destination SFTP destinations can be specified using Element Manager refer to the Adding an External Network Location for the Silent Record a Call Facility section of this guide When an SFTP folder is defined as a storage location on the network these storage locations must be on an SCP server Recorded Call Destination I Personal Mailbox Skillset Mailbox The recorded call vill be sent to the mailbox of the skillset that the call currently belongs to F Mailbox SFTP Destination None 19 From the Accepted Call Types list box select Voice Voice Button or Both Note If you do not have Multimedia Contact Center enabled Accepted Call Types does not appear 28 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 20 Click the Submit button The configured agent will be displayed Mailbox Administration Auto Attendant Custom Call Routing Agent List Auto Missed ID Hame Super Ans Call 1 Alan Mo Mo Ready 2 Agent2 ho Ready Make Mot Logged Make Mot Logged Commands eset Password Reset Change ae Delete Add Change Delete Networking Skillset List General Properties Greetings Caller Input Rules CLIP DMS Routing Table Expected Wat Time Table Activity Codes Customize MMCC Files Add Man ents 21 lf the Change link is selected the agents de
104. the box type the mailbox number you want to transfer the call to Transfer to Mailbox lf you want to transfer the call to an external number i select Transfer to External ii in the box type the number you want to transfer the call to iii from the Outdial Method list box select an Outdial method iv If you select Line or Pool in the Line Pool box type the line or line pool number used Transfer to External Outdial Method Line LinePool If you want to transfer the call to the Automated Attendant select Transfer to Auto Attendant Transfer to Auto Attendant None Greeting Table Select Mone for default 4 4 prompt Mote 44 company greetings vill be skipped lf you want to transfer the call to the operator select Transfer to Operator Transfer to Operator lf you want to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Transfer to CCR 3 NN40011 023 Issue 1 2 BCM Rls 6 0 95 Contact Center i If you want the call to remain in its Skillset but you want to change the call s priority within the Skillset select Change Call Priority Only and from the New Call Priority list box select a priority between 1 and 20 for the call Change Call Priority Only New Call Priority No Change No Change Cancel nwo coe oo eo P 13 Click the Submit button The rule y
105. the caller in all the skillsets that the same agents are assigned to e The number of agents in a skillset e The availability of agents for a skillsets calls Expected Waiting Time Configuration There are four stages to the configuration Record EWT Greetings Set up the EWT Table Create a Greeting step that uses a EWT Table Set the EWT parameters a eS 74 NN4001 1 023 Issue 1 2 BCM RIs 6 0 Contact Center Recording the Expected Waiting Time Greetings The first step in setting up a EWT Table is recording EWT greetings EWT greetings notify callers of their expected wait time in a skillset For example Greeting 50 Based on the current volume of calls the next agent will be available in a minimum of two minutes Greeting 51 The expected wait time for your call is approximately three minutes Greeting 52 Due to higher than normal call volumes The expected waiting time will be approximately five minutes Greeting 53 Thank you for continuing to hold We are experiencing high call volumes Please stay on the line and your call will be answered by the next available Agent In this example greetings 50 to 52 are wait time intervals Greeting 53 is the last greeting in the table that covers any wait time situation All of the options available for a normal Greeting Step are available for the EWT greeting such as Forced Play as well as Basic and Advanced Intelligent Caller Input Routing Cal
106. ting ID Commands 1 Up To 00 01 00 3 I min wat interval Change Delete 2 Up To 00 02 00 4 2 min valt greeting Change Delete 3 Up To 00 03 00 5 33 min valt greeting Delete After all times above This table is incomplete and cannot be used by an ENT greeting step until the After all times above greeting has been entered Close 78 NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 11 At the bottom of the table click the Change link for After all times above EWT Greeting Table Expected Wait Time Table ID 1 Wait Time Interval Greeting ID Commands Up To 00 01 00 3 7 min valt interval Up To 00 02 00 4 2 min wart greeting Up To 00 03 00 5 3 min wat greeting This table is incomplete and cannot be used by an ET greeting step until the After all times above greeting has been entered Close 12 The After all wait time intervals page appears In the Greeting ID box enter the number of the greeting you want to use if the EWT exceeds the configured wait time intervals ET Logout Help After All Wait Time Intervals Expected Wait Time Table ID 1 Greeting ID This greeting vill be played if you do not configure an Expected valt Time Interval OR if the Expected Wait Time exceeds the last Expected valt Time Interval you configured Cancel NN40011 023 Issue 1 2 BCM Rls 6 0 19 Contact Center Note The after all the times above value is mandatory You must enter a value for the greeti
107. ure 982 using the same procedure required to switch on off lines answered by Auto Attendant Setting the Answer Lines status to No or de selecting it ensures that Auto Attendant CCR and Contact Center will not answer lines assigned to these functions NN40011 023 Issue 1 2 BCM Rls 6 0 13 Contact Center Advanced Configuration This section describes advanced options that not all Contact Center may require Expected Waiting Time EWT Expected Wait Time EWT is a greeting step that plays an expected wait time greeting to the caller With EWT you can play a greeting based on the expected wait time of the call in a skillset lf you use Multimedia Contact Center the expected wait time is displayed in the caller s browser Each EWT greeting table can contain up to 11 greetings Up to 10 of these are wait time intervals that you define with greetings for the expected wait time The last greeting is a general greeting that can cover any wait time situation This is the greeting that plays when there are no wait time intervals defined or if the EWT exceeds all the configured wait time intervals Expected Waiting Time Calculation The expected waiting time for a caller is calculated on the following basis e Average call duration the time when a caller is on the phone with an agent This is an average for a predefined number of calls based on the settings for the skillset e The number of higher priority calls ahead of
108. uting Table Skillset 2 This reuting table DOES NOT guarantee tax delivery to the skillset mailbox more mtormation In this example a distribution step has been Step Information Commands added to seperate greeting 2 from the EWT greeting step The EWT Table will be inserted as a new step 5 1 Greeting 1 Normal Ho Transfer Insert Modify Delete z Distribute For 00 15 Insert Modify Delete Greeting 2 Normal Transfer Insert Modify Delete Distribute For 00 15 Insert Modify Delete Goto Step 2 Insert Modify Delete Insert Close 5 Click the Insert link at the step that the EWT Table will be inserted into the routing table Or select Change to modify an existing step Day Routing Table Skillset 2 This routing table DOES NOT guarantee tax delmvery to the skillset mailbox more information Step Information Commands 1 Greeting 1 Normal Mo Transfer Insert Modify Delete Distribute For 00 15 Inzet modify Delete Greeting 2 Mormal Transfer Insert Modify Delete Distribute For 00 15 Inzert modify Delete Goto Step 2 Insert Modify Delete om Insert Close NN40011 023 Issue 1 2 BCM Rls 6 0 83 Contact Center 84 6 The Routing Step page appears Select the EWT Greeting Table radio button Routing Step Skillset 2 Step Number New Step Type Greeting 1 Welcome Forced Play EWT Greeting Table 1 EWT Greeting Table 1 v Forced Play Distribute for mm s Goto
109. utton to monitor agent calls Factors for Monitoring Agents More than one supervisor can log on to the same skillset An agent can be monitored by only one supervisor at a time While you are on a call do not initiate a monitoring session You must use a two line display telephone Use a headset rather than hands free when you monitor calls This ensures Call privacy and reduces the office noise level The headset must be plugged into the headset port on the bottom of the telephone If you pick up the handset when the headset is plugged in the handset does not work Silent Monitoring of Agents e When you monitor calls you are not detected by the agent or callers e You monitor all of the calls on an agent s telephone rather than on a call by call basis e When the current call is completed the monitoring session of the agent continues e You do not have to reestablish the monitoring session e You must be logged on before you can monitor calls e While you monitor an agent s calls you monitor all of their calls including their personal calls e Tell agents that if they make a call that they do not want monitored they must first log off as an agent then log on again when they complete the call e You do not have Contact Center calls sent to you while you use F905 NN40011 023 Issue 1 2 BCM RIs 6 0 109 Contact Center 110 10 11 Enter Feature 904 Enter your Agent ID number and press OK or Enter your
110. verflow Rule Skillset 2 Service Mode Day i Timer 03 30 remiss C Agents Not Logged In 9 Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits and enter the time that a call waits in the Skillset before it goes to the destination that you specify 10 Select the Agents Not Logged In check box if you want Intelligent Overflow Routing to check whether there are Agents logged on to the Skillset or do not select the Agents Not Logged In check box and Intelligent Overflow Routing does not check to see if Agents are logged on to the Skillset NN40011 023 Issue 1 2 BCM Rls 6 0 Contact Center 11 Click the Submit button In this example an overflow rule has been created that when the skillset is in day mode will overflow a call to skillset 1 after 3 minutes and 30 seconds There is also the default overflow rule that when in day mode and no agents are logged in will overflow a call to the skill set mailbox Logout Help Overflow Rule Table Skillset 2 Rule Mode Condition Action Commands 1 Day Mo Agents Skillset Mailbox 300 Insert Modify Delete Move 2 Day 03 30 Overflow 1 Insert Modity Delete Move End Insert Close 12 Repeat steps 4 10 to add the number of Overflow rules required max 20 lowest number Overflow condition to be met will action first 13 Click Close to return to the Skillset list NN40011 023 Issue 1 2 BCM Rls 6 0 69 Contact Center
111. vity code for example 123 The number can be a maximum of 16 digits long Logout Help Activity Code Setup Activity Code Activity Name Activity Description Submit Cancel 3 In the Activity Name box type the name for the activity code for example PC Sales Enquiry The name can be a maximum of 16 alphanumeric characters long Main Logout Help Activity Code Setup Activity Code Activity Hame lt j _ Activity Description submit Cancel NN40011 023 Issue 1 2 BCM Ris 6 0 101 Contact Center 4 D 6 In the Activity Description box type a description for the Activity Code for example PC Sales ABC Product The description can be a maximum of 50 alohanumeric characters long Logout Help Activity Code Setup Activity Code Activity Name Activity Description Submit Cancel Click the Submit button Logout Help Activity Gode Setup Activity Code Activity Name Activity Description Submit Cancel The new Activity Code appears in the Activity Codes table Importing Activity Codes You can import Activity Codes as a file You can update the Activity Code table with a spreadsheet or other file You specify whether the file replaces the Activity Code list or is added to it The file you create to import must 102 be in ASCII format If you create the list in Notepad save it in ANSI format If you creat
112. y k Wednesday k Thursday s Friday s Saturday Sunday k submit Cancer 6 For each day of the week set the hours of operation for the Skillset a To have the Skillset operate in 24 hour mode leave the 24 hr Service check box selected for that day b To set the start time for the Day Routing Table in the Day Start Time box enter the start time in 24 hour format i e hh mm c To set the start time for the Night Routing Table in the Night Start Time box enter the start time in 24 hour format i e hh mm d Click the Submit button NN40011 023 Issue 1 2 BCM Ris 6 0 61 Contact Center 7 You will be notified of the current service mode If you have configured both Day and Night routing tables then the mode setting can be manually changed using the F982 Operator Setting refer to the Setting the Service Mode for Skillsets section of this guide Microsoft Internet Explorer x AN The current Service Mode For this skillset is set to Auto This setting can be changed using the Operator Setting F9B21 Setting the Service Mode for Skillsets You must set the Service Mode the skillset uses so that calls are answered correctly Before you set the Service Mode you must e Configure a skillset e Set up at least a Day Routing Table for the skillset The default Contact Center Service Mode is 24 hour operation You can change the hours of operation using the Operator Feature C

Avaya Contact Center BCM Rls 6.0 User's Manual

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