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Avaya Business Communications Manager - Intelligent Contact Center User's Manual

1. NN40170 301 Chapter 19 Avaya NES Contact Center Programming Record 241 Skillset assignments Skillset name and Agent ID and name Priority Intelligent Contact Center Set Up and Operation Guide 242 Chapter 19 Avaya NES Contact Center Programming Record Skillset mailboxes Skillset Mailbox name Mailbox number Control DN MWI extension Mailbox password NN40170 301 Chapter 19 Avaya NES Contact Center Programming Record 243 Routing Tables Skillset Day or Night Step Type of step Step parameters Greeting Distribution Transfer Intelligent Caller Input Routing Basic or Advanced Disconnect Intelligent Contact Center Set Up and Operation Guide 244 Chapter 19 Avaya NES Contact Center Programming Record Caller Input Rules Rule table Length Fixed Variable Match string Action NN40170 301 Chapter 19 Avaya NES Contact Center Programming Record 245 Intelligent CLID DNIS Routing Type of call Line Multimedia Contact Center CLID ANI DNIS Action
2. Intelligent Contact Center Set Up and Operation Guide 246 Chapter 19 Avaya NES Contact Center Programming Record Line answering Line Skillset of rings 0 to 12 for Caller ID minimum 2 rings Expected Wait Time settings NN40170 301 247 Glossary AA See Automated Attendant Agent An agent is a person who is assigned to answer calls for one or more skillsets in your contact center Agent ID When you add an agent Avaya NES Contact Center assigns an agent ID number you use to identify the agent The agent uses their agent ID number and password to log on when they are ready to receive calls Alert times Alert times are time limits that you assign for calls waiting in skillsets If a call exceeds the Primary or the Secondary alert time limit a programmed memory button indicator flashes A slow flash means that a call has exceeded the Primary alert time A quick flash means that a call has exceeded the Secondary alert time Attendant The attendant is the person who you assign to answer an extension number The attendant can be a receptionist operator or target attendant Automated Attendant AA The Automated Attendant is similar to an automatic answering service AA answers incoming calls with a Company Greeting and a menu of options AA routes calls in response to a caller s
3. 4 200 Assigning Activity Code settings to agents and skillsets 000005 201 Generating Activity Code reports 0 nauan eee 201 How agents enter Activity Codes 0000 c cece eee 201 Chapter 16 Tips for operating Avaya NES Contact Center 200005 203 AGENT BOMINISUBUON 2221 5heob5ebe See i ibe eis Er GETEST ERNO 203 Skills t administration 0 2c kee eee a ee ew ee ee 203 Avaya NES Contact Center greetings 0000 0 cee eee eee 203 Routing Table administration 2 siassreeeetaeeebaesseeeeeeerevaas dens 204 Avaya NES Contact Center general parameters 20 00 cece ee eeaee 204 How to calculate the longest time a caller can be on hold 205 Tips to improve the efficiency of Avaya NES Contact Center 206 PoS DNE sornas i rikan ste eeennacas ERORE RETER AONT Teka cheese ees 206 Chapter 17 Examples of Avaya NES Contact Center configurations 207 Avaya NES Contact Center with Reporting 0 000 eee eee eee 207 General COMMUNION acccndsdacearadbases ooKs Sage ee ERE eRe es ORDERS 209 General Properes so0c dsc dtus cae s ced etasesaeadsSbanddecedaan sees 210 CEE NEAR PROG ac sist ibis enki EE Ra are Gee hie S ti ia ares week seek 210 Expected Wall TING aevcadatceceveceeerade eee eee ere eae eee Sew 211 POI CRs ix cso igen s eee Gh eet hes ee aady See eed Crs a oder y eRe 211 Wie Eee pads rae T AFET ERTSE TETEE E
4. More dest 5 Press NO or to continue YES NO Start lt start time gt 6 Press CHNG or ff to change the start time CHNG n press NEXT or to accept the start time Stop lt stop time gt 7 Press CHNG or fi to change the stop time CHNG oi press NEXT or to accept the stop time Msg type new 8 Press CHNG or fi to change the message type to urgent CHNG OK Press OK or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message Msg notify 9 Press to end the session ADMIN SELECT NN40170 301 Chapter 7 Off premise Message Notification 103 To change the destination from phone to another destination 1 Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Msg notify 3 Press ADMIN or fi J to set up Off premise Message Notification ADMIN SELECT Notify phone 4 Press CHNG or T to change the destination CHNG j Destin
5. 1 2 3 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Day or Night link for the skillset whose routing table steps you want to review The Day or Night Routing Table page appears Click the View link to view the steps After you review the steps Click Close To modify Routing Table steps You must disable a skillset before you can modify its routing table steps To disable a skillset see Disabling a skillset on page 67 1 2 3 Start CallPilot Manager Click the Contact Center heading Click the Skillset List heading The Skillset List page appears Click the Day or the Night link for the skillset with the routing table you want to change The Day or the Night Routing Table page appears for the skillset Intelligent Contact Center Set Up and Operation Guide 152 Chapter 10 Setting up Routing Tables 8 Click the Modify link for the step you want to change The Routing Step page appears Make the changes you want to the routing table step Click Submit The changed step appears in the Routing Table list Click Close to return to the Skillset List page To delete Routing Table steps You must disable a skillset before you can delete its routing table steps To disable a skillset see Disabling a skillset on page 67 1 2 3 Start CallPilot Manager Click the Contact Center heading Click the S
6. After you add special characters press OK or Press NEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by Avaya CallPilot is the Avaya CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHNG or to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows that the second destination is a pager Press NEXT or to continue NN40170 301 Chapter 7 Off premise Message Notification 101 Notify 3 none SETUP Start lt start time gt CHNG Stop lt stop time gt CHNG Msg type new CHNG ox Msg notify ADMIN SELECT 20 21 22 23 Press NEXT or to continue or press SETUP to add another destination Press NEXT or to accept the start time that you entered or press CHNG or to change the start time Press NEXT or to accept the stop time that you entered or press CHNG or to change the stop time Press OK or to be notified when the skillset mailbox receives a new message or press CHNG or to be notified only when the skillset mailbox receives an urgent message 4 Press to end the session Changing Off premise Message Notification You can change the parameters and destinations for Off Premise Message Notification Refer to
7. Also make sure that Call Centre agents have a CFNA Delay to voicemail skillset DN that is lower than the Transfer Callback setting This way unanswered Contact Center calls return to the originating skillset and non Contact Center calls are forwarded to the agent s personal mailbox Avaya NES Contact Center call routed to Auto Attendant cannot connect to the Operator Check CallPilot Manager for the following configurations e In CallPilot Manager gt Operations gt Operator Settings Is the Attendant Available check box selected and is the Attendant field blank If the Attendant field is blank you must assign a DN for the Auto Attendant In CallPilot Manager gt Contact Center gt CLID DNIS Routing Table Check your CLID DNIS Routing Table for a rule that moves a call from the original skillset that has no Attendant Extension defined in the skillset properties to another skillset that does have an Attendant Extension defined in the skillset properties If the caller is transferred from a skillset with no Attendant DN to a skillset with an Attendant DN and the caller presses 0 to connect to the operator the caller hears the prompt The operator is not available and is returned to the Auto Attendant Although the call transfers to a skillset with an Attendant Extension the call always retains the Attendant Extension of the original skillset which in this configuration does not have an Attendant Extension This also applies to the MW
8. Calls do not distribute to certain agents Check that the agent is logged on and available You can view the agent in Reporting for Contact Center or supervisor monitor Agents are automatically Logged Out or Made Not Ready if e acall is distributed to the agent and they do not answer the call After the transfer callback timer has expired the call goes back to the skillset and the agent will be made not ready or logged out depending on your Avaya NES Contact Center configuration e if the agent has Call Forward configured on their set CFAC CFNA CFB When using the CCRSAppSvrCfg application you must right click and use Run as Administrator for Windows Vista Ask your administrator to check that your CDNs are valid Check that lines are assigned to only to one skillset Do not assign Contact Center lines directly to sets Tells agents that if they use CFNA to program their telephones CFNA to the voicemail extension or the skillset extension if they do not have a mailbox If agents use Avaya 7316E Digital Deskphone sets all Contact Center Feature codes F904 908 and 909 must be programmed to one of the bottom five keys on each side of the display Set your Transfer Callback to a higher value than the ring delay for CFNA Avaya NES Contact Center never answers calls or takes a long time to answer calls Check e that your skillset is enabled e that disconnect is not the first step of a routing table e in your skillset parame
9. Press OK or to accept the destination extension The lt x gt represents the extension Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by zero Press AM or or PM or BJ Intelligent Contact Center Set Up and Operation Guide 96 Chapter 7 Off premise Message Notification lt start time gt 9 Press OK or to accept the start time RETRY OK Stop hhmm 10 Enter the time when Off premise Message Notification is to stop RETRY OK This is a four digit field Any single digit hour and minute must be lt stop time gt RETRY AM lt stop time gt RETRY Ok More dest YES NO Start lt start time gt CHNG J Stop lt stop time gt CHNG Msg type new CHNG ok Msg notify ADMIN SELECT 11 12 14 15 preceded by a zero Press AM or or PM or BJ Press OK or to accept the stop time Press YES or if you want to set up another destination number or press NO or if you do not want to set up another destination number Press NEXT or to accept the start time that you entered or press CHNG or to change the start time Press NEXT or to accept the stop time that you entered or press CHNG or to change the stop time Press OK or if you want to be notified when you the skillset mailbox receives a new message or press CHNG or 1 J if you want to be no
10. Available 1000 rules Overflow skillsets Default 0 maximum 49 Service Mode you specify the start and end times for the day and night skillset for each day of the week AVANE Limited Feature 983 telephone administration Available Avaya CallPilot Manager Available Reporting for Contact Center Available Must be enabled with keycode Expected Wait Time 20 tables Activity Codes 2 000 entries Reporting for Contact Center must be enabled to configure Activity Codes Multimedia Contact Center Available Must be enabled with keycode Intelligent Contact Center Set Up and Operation Guide 18 Chapter 1 Getting started Table 2 Intelligent Contact Center Capacities for BCM50 Features Intelligent Contact Center for BCM50 Skillsets Default 1 maximum 30 Configured agents available agent IDs Maximum 100 Active agents includes supervisors Active agents are agents who are logged on to one skillset or a combination of skillsets Default 2 maximum 50 Center Dynamic agent priority levels 20 Dynamic call priority levels 20 Active calls in all skillsets 30 Maximum active calls per skillset 30 Maximum lines configured for Avaya NES Contact 30 Voice ports shared with Callpilot or dedicated Minimum 2 default 10 maximum 10 Routing tables per skillset 2 Greetings 50 Maximum time per greeting 30 mins Maximum time for all gr
11. If you pause longer than two minutes 120 seconds when you program Contact Center on a two line display telephone the system times out and ends the session This safety feature prevents unauthorized use of the system If the system times out while you are setting up Contact Center the settings are still entered in the system To continue programming you must log on again and change the settings Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet To enter a character Press the dialpad button that represents the letter or number Press the button again to see the next letter or number To accept a character Press or press another When you press another the cursor advances and the display shows the first character on the new To delete a character Press the BKSP display button Letters and numbers on the 1 2 ABC2abc B DEF3def GH1I4ghi 5 JKL5jkI 6 MNO6mno PQRS7pqrs B TUV8tuv 9 WXYZ9wxyz Quit 0 QZ Zeroqz f Accepts the displayed letter enters a comma The display can show up to 16 characters The prompt remains on the display if you enter fewer than ten characters If you enter information where the prompt and the information is fewer than 16 characters you can see both the prompt and the information you enter Pswd 1111 This is an example of
12. To check which mailbox interface you use 1 Press 2 Jf Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use This is the Norstar Voice Mail interface 0 new 0 saved PLAY REC No messages This is the CallPilot interface COMP MBOX 3 Press to end the session Intelligent Contact Center Set Up and Operation Guide 34 Chapter 2 About setting up Contact Center NN40170 301 35 Chapter 3 Using Feature Codes You use Feature Codes to perform Avaya NES Contact Center functions on your telephone Feature Codes Feature Codes are assigned during installation This guide shows the default Feature Codes Avaya NES Contact Center can also use custom Feature Codes If the default Feature Codes are used by another application your system automatically assigns custom Feature Codes If your System Administrator has assigned custom Feature Codes you can use the table Feature Codes on page 236 to record the Custom Feature Codes To determine the Feature Codes 1 Press OJ 1 Login out Ber 2 The display shows the name and number of the Log In Log Out NEXT Feature Code xx represents a number between 00 and 99 3 Press NEXT Ready Mode F9xx 4 The display shows the name and number of the Ready Mode Feature NEXT Code 5 Press NEXT to see more Feature Codes 6 When the display shows
13. page 36 e Ifthe indicator is off all of the calls are within the acceptable wait time e Ifthe indicator is flashing slowly at least one call has exceeded the primary alert time e Ifthe indicator is flashing quickly at least one call in the skillset has exceeded the secondary alert time For information on setting wait times see Setting up general Avaya NES Contact Center properties on page 168 For information on Primary and Secondary alert times see Skillset properties on page 54 Intelligent Contact Center Set Up and Operation Guide 180 Chapter 14 Monitoring Avaya NES Contact Center call activity Taking some Not Ready time If you use 9 0 B Not Ready you do not receive Contact Center calls You can program a Break Time which makes Avaya NES Contact Center automatically wait a short time before it routes the next call to you You use Break Time to complete any tasks such as paperwork required by the last call If you need some extra time use Not Ready to prevent Avaya NES Contact Center from routing another call to you Do not use the Do Not Disturb feature You can use Not Ready while a call is ringing on your telephone The call that is ringing on your telephone goes back to the skillset You can program a memory button with an indicator instead of pressing Q oO eB For information about programming a memory button see Programming a memory button with a Fe
14. 4 and 5 Press 4 to end the session NN40170 301 Chapter 7 Off premise Message Notification 109 Adding a destination number Use this procedure if you have set up Off premise Message Notification and you want to add another destination number You can have up to five destination numbers To add a destination number Msg notify ADMIN SELECT Notify lt x gt CHNG More dest YES NO Notify2 none SETUP 1 6 Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or 2 to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIN or to set up Off premise Message Notification Press NEXT or to continue Press YES or 1 to set up another destination number Press SETUP or ff to set up another destination number and follow the steps in one of the following procedures To set up Off premise Message Notification to a phone number on page 93 To set up Off premise Message Notification to an extension on page 95 To set up Off premise Message Notification to a pager on page 97 Intelligent Contact Center Set Up and Operation Guide 110 Chapter
15. 6 Click Submit To delete a CLID DNIS Route 1 Start CallPilot Manager Click the Contact Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears 4 Click the Delete link for the route you want to delete The routing is removed from the CLID DNIS Routing Table Assigning an agent to a skillset You can assign an agent to one or more skillsets Each agent is responsible for answering calls for the skillsets they are assigned to Note Before you can add an agent to a skillset the skillset must be disabled For how to disable a skillset see Disabling a skillset on page 67 Dynamic Agent Priority Agents can have different priorities depending on the skillset to which they are logged on For example when an agent is a member of the English skillset their priority can be 1 because they are fluent in English The same agent can have a priority of 3 when they are logged on to the Spanish skillset and a priority of 6 when they are logged on to the German skillset 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 For more information about method of call distribution see Method on page 54 Intelligent Contact Center Set Up and Operation Guide 64 Chapter 5 Setting up ski
16. AVAYA Intelligent Contact Center Set Up and Operation Guide Avaya Business Communications Manager Document Status Standard Document Number NN40170 301 Document Version 02 02 Date October 2010 AVAYA 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 o
17. D Override Skillset C Break Time l Not Ready Timeout Manual Not Ready Timeout F Audible Not Ready kz Notification Interval Missed Call Option Moke Not Reecty Return To Skillset x Activity Code Entry Optonal Type g Record a call Announced Please note that Siert Mecording may be ilegal in certain jurisctctions pesse conmeut your legal semicor botore tuning on this torturo Max Message Length Bo C1 50 minutes Recorded Call Destination Personal Mailbox Skillset Mailbox The recor aed cal wil ba sant t the maitbox of the shilset thet the call currertly belongs to V Mailbox 3355 SFTP Destination Nonaka Cancel To change agent information Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears 4 Click the Change link for the agent you want to change The Change Agent page appears If the agent if logged on a message appears that says that the agent must log off first Change the properties that you want to change for the agent Click Submit Repeat steps 4 and 5 for each agent you want to change Intelligent Contact Center Set Up and Operation Guide 50 Chapter 4 Setting up Contact Center agents Resetting an agent s password If an agent forgets their password you can reset the password back to the default value 0000 After you reset the password the agent must change their pass
18. To change a skillset mailbox password 1 Press Q Follow the voice prompts or the display buttons to open the skillset mailbox lt Skillset name gt 2 The skillset mailbox name appears briefly and the recorded name plays 3 If you use the CallPilot interface e Press to open the Mailbox Password menu e Go to step 4 If you use the Norstar Voice Mail interface e Press ADMIN or e Press PSWD or e Go to step 4 Pswd 4 Enter your new mailbox password and press OK or f RETRY OK J Again 5 Re enter your new mailbox password and press OK or RETRY OK J Password OK 6 This display appears briefly 7 Press to end the session Resetting a skillset mailbox password Note Reset a password only if the agent who accesses the skillset mailbox forgets the password or is locked out The password for the reset mailbox is 0000 The agent who accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create a new password Tell the agent to change the default password as soon as possible While the skillset mailbox has the default password the mailbox is vulnerable to unauthorized access To reset a skillset mailbox password 1 Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears NN40170 301 Chapter 6 Setting up skillset mailboxes 77 3 Click the Reset Password link for the skillset mai
19. or press NO to deny the request This escalates the request and the display shows the next help request if there is one 3 When the help session is complete press 8 to end the session NN40170 301 Chapter 14 Monitoring Avaya NES Contact Center call activity 185 For a missed request the prompt aa asked help appears After a missed request is viewed by a supervisor it is not shown to any other supervisor Intelligent Contact Center Set Up and Operation Guide 186 Chapter 14 Monitoring Avaya NES Contact Center call activity NN40170 301 187 Chapter 15 Activity Codes Agents use Activity Codes to allocate the time they spend on calls to one or more activities Avaya NES 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 To use Activity Codes you must have Reporting for Contact Center installed What Activity Codes are An Activity Code has a digit numeric value between 1 to 16 digits a name of up to 16 characters that is displayed on agent telephones and a detailed description of up to 50 characters You enter a list of Activity Codes in the Activity Code table using CallPilot Manager Activity Codes can be used for Contact Center calls only If an agent receives a non Contact C
20. time or current situation of agents and call activity by using the Display Waiting Calls Feature Code Reserved channel Reserved channels are voice channels reserved exclusively for Avaya NES Contact Center Reserved channels are used to play greetings to callers waiting in a skillset These channels ensure that CallPilot does not use all the voice channels See also voice channel Routing Table Routing Tables handle incoming calls for each skillset A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent Skillset Skillsets previously called queues collect and distributes calls for departments such as sales and technical support If several calls arrive at the same time the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available Skillset mailbox A skillset mailbox stores messages left by callers The calls can be retrieved by designated agents Skillset name The skillset name is a maximum of 16 characters A skillset name is the same as the skillset mailbox name Supervisor A supervisor is an agent with supervisor status A supervisor has additional capabilities such as the ability to monitor calls between agents and callers Supervisor monitor Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers Voice channel A voic
21. 1 enters Activity Code 1 5 minutes 9 07 Agent 1 transfers call to agent 2 If Agent 1 does not enter another activity code Contact Center autopegs 2 minutes for Activity Code 1 9 10 Agent 2 enters Activity Code 2 3 minutes 9 15 End of call If Agent 2 does not enter an Activity Code by the end of the Active Peg period Contact Center Autopegs an additional 5 minutes for Activity Code 2 NN40170 301 Chapter 15 Activity Codes 195 Example 2 The first agent enters an Activity Code Time Activity Peg time 9 00 Start of call 1 9 05 Agent 1 enters Activity Code 1 5 minutes 9 07 Agent 1 transfers the call to agent 2 If the agent does not enter another Activity Code Contact Center Autopegs 2 minutes for Activity Code 1 Agent 2 does not enter an Activity Code 9 15 End of call A F907 session appears on Agent 2 s telephone End of active peg period Because agent 2 has not entered an Activity 8 minutes Code Contact Center records the No Peg System Activity Code for 8 minutes Example 3 The second agent enters an Activity Code Time Activity Peg time 9 00 Start of call 1 9 07 Agent 1 transfers the call to agent 2 As soon as Agent 1 transfers the call a prompted F907 session starts on their telephone If agent 1 does not enter an Activity Code before the end of the Active Peg period Contact Center records the No Peg System Activity Code for 7 minutes 9 10 Agent
22. 187 WhatActivity Codes ATE cccccccndeees cde kigeeSetennteebe eae etwnes cows 187 Optional and Prompted Activity Code logging 200e0ee eee 187 Examples of Activity Code Calls c cccncence es rener soak bdbew nee Orman wee 189 Activity Codes Avaya NES Contact Center automatically enters Autopegs and System Activity DOUCS acne rcuceeuuanGhee rue be ier eats abr AAE E T SETET 189 AOPE 226 0 gehen be ha Gae on gae See PAGER es ee eRe SEMEL So ede Ss ERR 190 Examples of Autopeg calls coc cscs awn danas caw de baw menarian srai 190 System Activity GOd6S ssccccapdnreshSake sees ea aueeonee se sane ewes 191 System Activity Codes that Avaya NES Contact Center records 191 Examples of System Activity Code calls 0 192 Prompted and Optional Activity Code logging 00 cece eee eee 192 Examples of Prompted and Optional Calls 000 c cee eee ee 193 How Activity Codes interact with system features 0000 e eee eee 194 Tansier tO AGENT icccccrgr ater et eset ianee bane e ee mestees on knina 194 Intelligent Contact Center Set Up and Operation Guide 12 Contents teat MG ccs ncieesed diver eee area ol eaa a raaa 195 Creating changing and deleting Activity Codes 0 0 0 e eee nee ee 197 importing Activity Codes 2c ed od we ie ee ee ee ee 198 Creating a list of Activity Codes 0 0 0 cece 198 Communicating Activity Codes to supervisors and agents
23. 2 enters Activity Code 2 3 minutes 9 15 End of call If agent 2 does not enter another Activity Code by the end of the Active Peg period Contact Center Autopegs 5 minutes for Activity Code 2 Break Time Break Time is a skillset property that gives agents an interval to complete tasks related to the previous call When Break Time starts if a call is Prompted and the agent did enter an Activity Code during the call an 9 0 session starts on the agent s telephone The session remains for two minutes unless the agent ends the session by entering an Activity Code releasing the session or taking another call A R OJT session ends after two minutes of inactivity If an agent enters Activity Codes during the 9 0 7 session the timer resets so the 2 0 7 session can be longer than two minutes If 9 0 is active on the agent s set when break time expires the break time continues while the 9 0 7 session is active When the ends While a is extended until the Q 0 7 session exits 9 0 7 ends the break time also 9 0 7 is active no Contact Center calls will come to the agent The break time Intelligent Contact Center Set Up and Operation Guide 196 Chapter 15 Activity Codes It is the agent s responsibility to either enter an Activity Code or release the session Otherwise 4 9 0 7 remains on the agent s display for a maximum of
24. 2 minutes If the QJ 0 7 session ends because it times out the break time also ends At the end of Break Time e if acall is Optional and the agent did not enter an Activity Code Contact Center system records the No Peg System Activity Code e Ifa callis Prompted and the agent did not enter an Activity Code the 6 session exits and Contact Center records the No Peg System Activity Code If an agent enters an Activity Code whether Prompted or Optional that does not cover the entire talk time of the call Contact Center autopegs the last Activity Code the agent entered for the remainder of the talk time If an agent enters an Activity Code as their Break Time is ending it is possible that Contact Center will not record the Activity Code and will record the No Peg System Activity Code instead Note If the Break Time is 0 a F907 session never automatically starts on an agent s telephone even if the agent is Prompted for Activity Codes Make sure the Break Time is longer than 10 seconds to allow time for Activity Code entry For more information about Break Time properties for a skillset see Break Time on page 54 NN40170 301 Chapter 15 Activity Codes 197 Creating changing and deleting Activity Codes You create Activity Codes using CallPilot Manager The Activity Codes table can have a maximum of 2 000 entries To create an Activity Code 1 Click the Contact Cente
25. Agents 31 35 36 Intelligent Contact Center Set Up and Operation Guide 224 Chapter 17 Examples of Avaya NES Contact Center configurations Routing Tables Day Routing Table Day Routing Table steps Skillset 5 This routing table guarantees fax delivery to the skillset malbox 1 Greeting 148 Forced Greeting more information 2 Distribute 01 30 Step Information Commands 3 Greeting 149 4 Greeting 148 Forced No Transfer Insert Modify Delete 4 Distribute 01 30 Distribute For 01 30 Insert Modify Delete 5 Greeting 150 Greeting 149 Normal No Transfer Insert Modify Delete P G to step 2 Distribute For 01 30 Insert Modify Delete 6 7 P Greeting 150 Normal No Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete Insert Close Night Routing Table Night Routing Table steps Skillset 5 This routing table DOES NOT guarantee fax delivery to the 1 Transfer to extension skillset mailbox more information Step Information Commands 1 Transfer to Extension 233 Insert Modify Delete End Insert Close NN40170 301 Chapter 17 Examples of Avaya NES Contact Center configurations 225 Service Mode Skillset Service Mode Skillset 24 hr Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday E 08 00 20 0 Service Tuesday 08 00 Wednesday 00 Thursday Friday Saturday 10 0 Sunday 10 0 Ove
26. CallPilot Manager Available Reporting for Contact Center Available Expected Wait Time Must be enabled with keycode 5 tables Activity Codes 2 000 entries Reporting for Contact Center must be enabled to configure Activity Codes Multimedia Contact Center Available Must be enabled with keycode Intelligent Contact Center Set Up and Operation Guide 20 Chapter 1 Getting started Avaya NES Contact Center features Contact Center has many features that give your Contact Center advanced and flexible call handling Intelligent Routing Intelligent Routing gives you advanced methods for routing calls through your Contact Center How calls are directed is based on various input conditions Intelligent CLID DNIS Routing e routes calls according to CLID ANI DNIS ISDN Calling Number e is applied when calls first enter the Contact Center Intelligent Caller Input Routing Basic e is the ability to route calls to the Auto Attendant a Custom Call Routing CCR Tree the operator or a skillset mailbox e routing is applied when the caller presses a telephone button in response to instructions played in a greeting Intelligent Caller Input Routing Advanced e includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input e enables you to change the priority of the call Intelligent Overflow Routing e routes ca
27. Day Routing Table only and enable the skillset Avaya NES Contact Center will recognize the Service Mode as Day Afterwards if you and 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 NN40170 301 Chapter 10 Setting up Routing Tables 147 To set the Service Mode for a skillset Pswd RETRY OK Choose option OPER J CC Service Mode 1 Auto CHNG VIEW J Mode 2 Day CHNG NEXT 1 Press Q e e Enter the default Operator password 6 7 8 7 6 7 Operator and press OK or if you changed the default Operator password enter the new password and press OK Press MODE This display appears briefly The display shows the Service Mode for skillset 1 In this example skillset 1 is in Auto mode Press CHNG if you want to change the Service Mode to Day or Night 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 The display shows the Service Mode for skillset 2 In this example skillset 2 is in Day mode Press CHNG if you want to change the Service Mode to Day or Night or press NEXT to view the next skillset While you view the skillsets you can press and then enter the skillset number to view a specific skillset Ifyou wan
28. EEA cee ties aad eh den ane Share 131 Fax DRISCHON 2 ccc cd ar ere eee RATS OE ti vrisni ORME SER DERE EEE Oe ROR 131 Execied Wal Te o 16600804e 1846s dios ARRE SSE EO REE RRS eR RE RRS 132 Recordno EWT GhesinGs 2 ic ics eke cawedsbeurene de bode esas eee aww 133 About types of Routing Table steps 0 20 eee 137 Greeting step parameters 0 00 cece ae 138 Adding a Greeting Step sc sacks dena das be ORS OES RMR RR ERG eEE RRO RR ORS 139 Adding a Distribute Tor Steps 2 j s4nc05 dee indasse eed eeoneetnietaae dees 141 PION a OO SIED sonei ireren a ick ello tien dedicat E ek aw 142 Adding a Transfer Siep 2 iececveeewawed cu kiisi tieit es babes eee Veen 142 Adding a Disconnect Step lt 6 i645 detoa bie ey Pes ko Shian CHEST Goes HAE SERS 143 Assigning Routing Table hours of operation 0 000 eee 145 Setting the Service Mode for skillsets 00 0000 cece eee 146 Example ot a Day Routing Table oo cacao cee Sheek enka heen oe wy dhe es 148 Example of a Night Routing Table cs cxieans boc eeeesseberen peers aeee eau 150 Changing a Routing TADIS sis crti chars dsrin bee ge bed ceekiawtecbadae eed 151 Chapter 11 Creating Caller Input Rules 00 cece eee eee eee eee 153 Using wideard enari e os ndusteae reed eheeeeiaeneaee Chae eeiae ss 156 An example of using Intelligent Caller Routing Advanced 157 Changing a Caller put rule ona tien ead arsen Sate eters eh ae ae a 158 Deleting a Caller I
29. ID number for example Agent12 Automatic Login DN Enter the DN to which the agent is automatically logged in With Automatic Login you can configure agents to be automatically logged back in to Avaya NES Contact Center in the event of a system reboot during the business day Agents who are configured to be automatically logged in are logged back in to the Contact Center when it restarts provided that the configured DN is available For more information see Automatic login on page 68 Supervisor Super represents the status of the agent No in the Super column means that an agent that does not have supervisor status Yes in the Super column means that an agent has supervisor status Automatic Answer Automatic Answer is optional Select Automatic Answer if you want to force deliver calls to an agent If Automatic Answer is enabled the agent hears a tone on their telephone and headset that indicates that a call is delivered The agent is automatically in the handsfree mode It is important that agents use the Not Ready feature when they are not available to receive calls If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must answer calls manually NOTE For information on how to use Automatic Answer with the telephones you use in your Contact Center see Automatic Answer on page 230 Override Skillset Break Time The Override Skillset Break Time overrides the defaul
30. Logged Reset 1 Tara Yes No Ready Off Change password Delete Make Not Logged Reset 2 Donna No No Ready Oft Change Password Delete Add Many Agents 4 Click Add The Add Agent page appears Add Agent Agent ID Name Supervisor Automatic Answer I Override Skillset Break Time I Not Ready m Timeout I Manual Not Ready C Timeout I Audible Not Ready C Notification Interval Missed Call Option Make Not Ready Return To Skillset x Activity Code Entry Type Optional Record a call Disabled gt Max Message Length 1 60 minutes Recorded Call Destinations I Personal Mailbox I Skillset Mailbox I Mailbox SFTP Destination None gt Submit Cancel 5 Ifyou want to change the Agent ID number in the Agent ID box type the new Agent ID 6 Inthe Name box type the name of the agent Intelligent Contact Center Set Up and Operation Guide 46 Chapter 4 Setting up Contact Center agents 10 11 12 13 14 15 16 17 18 Select the Supervisor check box if you want to give the agent supervisor functionality The default is not selected Select the Automatic Answer check box if you want calls to be force delivered to the agent The default is not selected Select Override Skillset Break Time if you want to configure the agent s break time The default is not selected Select Not Ready Timeout if you want to the agent to be automatically placed
31. Message Notification 93 e types of message you want to receive all new messages or just urgent messages Note The restrictions that apply to your phone line also apply to Off premise Message Notification numbers For example if you cannot dial long distance phone numbers from your phone you cannot have a long distance Off premise Message Notification destination number Setting up Off premise Message Notification Follow these instructions if you have not set up Off Premise Message Notification and are setting it up for the first time If you have set up Off Premise Message Notification see the section on Changing Off premise Message Notification on page 101 To set up Off premise Message Notification to see a phone number page 93 an extension page 95 a pager page 97 To set up Off premise Message Notification to a phone number 1 Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Msg notify 3 Press ADMIN or i to set up Off premise Message Notification ADMIN SELECT Destination 4 Press PHONE or 1 to choose a phone number dest
32. Monitoring Avaya NES Contact Center call activity 4 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 5 Press CHNG until the skillset you want to log on to appears on the display The skillsets that are available are the skillsets that are assigned to you If there is only one skillset available to log on to that you are assigned to you are automatically logged on to that skillset Press OK The display briefly confirms the skillsets that you are logged on to Press 48 You are now logged on and can accept calls like an Avaya NES Contact Center agent 8 To begin monitoring agent calls press the memory button programmed with 9 0 6 After you press 8 Q 0 6 Avaya NES Contact Center does not route calls to you 9 Press OK to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor 10 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 11 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 stat
33. QUIT you have seen all the Feature Codes 7 Press to end the session Intelligent Contact Center Set Up and Operation Guide 36 Chapter 3 Using Feature Codes Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button We recommend that you use memory buttons with indicators to program the Feature Codes A memory button indicator is the triangle next to a memory button You can use memory buttons to monitor call activity and view the Login Logout and Not Ready status of agents For information about how the status appears see the Avaya NES Contact Center Agent Guide NN40040 101 For information about using programmed memory buttons to monitor call activity see Skillset properties on page 54 To program a memory button 1 Press BJ Do not lift your handset Program Features 2 The display shows Program Features Press a button 3 Press a memory button with an LCD indicator QUIT Feature Code 4 Press QUIT 5 Enter the Feature Code number that you want to program J For example enter P 0 J to program the Display Waiting Calls Feature Code See the tables Feature Codes used by Avaya NES Contact Center agents on page 38 and Agent Feature Codes on page 38 for the Feature Codes QUIT CLEAR Repeat steps 1 through 5 for each Feature Code you want to program Programmed 6 The display shows
34. REEEdE PEGS Eregdad eERoadew tek es aia 22 Custom Call Routing CCR 26255650 ieiSbibediednigateisded arami eR 22 oe e oe aetna da nieare a eae Rien y heed eho cus eda Maen eas 22 FOAMS kt eek adet ia theen ee tat be la PEA eReee EET ETT 23 Symbols and text conventions 2605 5 cia dee dadehs db eden deb deeee Peheddars 24 FEE HMR rd et earns ince Serene ah ad Ee Ged SC teed eth hat O 25 Customer SEVE 2c enced dad hedges Pee ese pki DIRE RRR EMS SeREE OS RES 26 Chapter 2 About setting up Contact Center 0 00 cece eee eee 27 Using Avaya CallPilot Manager to set up Contact Center 0005 27 Enabling KEYCOUES cc nci a cee eet eed eee EEE COE tt eTR ESE ew ERa 27 Starting CallPilot Manager wucnciacde es inet ade Sed eden eee eee ee 28 About the CallPilot Manager interface 0 000 eee 29 SEM MNO 45 bine eee ii ed eed deRee dehy keeles sebs deee a 29 Contaci Center BORGES nioso ee ah we eh te ee eee See 29 Setting up Contact Center from a two line display telephone 30 SUSE AMENT ss ccvegcdeoke si aedee a Geee tek eeeeerarsseudnenesgeEwenes 31 PTET NMS MEIN se scatee ce data as ac acca nam ese wall se de Sess ah oe ee ee Real nara Nae sale 31 Symbols and conventions used in this guide 0000 c eee eee eee 32 About telephone DUMGNS ssr ides s 62445 Soba eis 4 hGH dks rakise kiteia 32 Checking which telephone mailbox interface you use 2 ees 33 Chapter 3 Using Feature C0066 si cccstc
35. a display with fewer than 16 characters where OTHR RETRY the command line prompt remains on the display Name This display shows the Name command line prompt RETRY _ BKSP When you begin to enter the last name the Name command line prompt disappears For example if you enter the name Partridge you press for P and the display drops the Name prompt P RETRY BKSP Intelligent Contact Center Set Up and Operation Guide 32 Chapter 2 About setting up Contact Center PARTRIDGE Although the name is only nine characters long the command line RETRY BKSP prompt is not shown on the display after you enter the entire name The prompt disappears for these command line prompts e Name e Log e Dest ph Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and Convention Example Used for Word is in a special font in the top Pswd Command line prompts on display telephones line of the display Underlined word in capital letters PLAY Display option Available on two line display shows bottom line of a two line telephones Press the button directly below the display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option About telephone buttons This table shows the Business Series Terminal buttons Use t
36. and cannot be used by an BAT greeting step until the After all times above greeting has been entered NN40170 301 Chapter 10 Setting up Routing Tables 135 4 Click Add The Wait Time Interval page appears Wait Time Interval Expected Wait Time Table ID 1 Wait Time Interval hhmmss Greeting ID ly Submit Cancel 10 11 12 In the Wait Time Interval box enter the first EWT value in the format hh mm ss where e hh is number of hours from 0 24 e mm is number of minutes from 0 59 e ss is number of seconds from 0 59 Each EWT table has a maximum of eleven 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 an EWT interval From the Greeting ID list select the greeting you want to use for this EWT Click Submit The EWT Greeting Table page appears At the bottom of the table click the Change link for After all times above The After all times above page appears From the Greeting ID list select the greeting you want to use if the EWT exceeds the configured wait time intervals Note The after all the times above value is mandatory You must enter a value for the greeting that plays if the EWT exceeds the configured wait time intervals Click Submit The EWT Greeting Tables page appears Click Close The EWT Greeting Tables pag
37. and then click the Keycodes task The Keycodes panel appears Intelligent Contact Center Set Up and Operation Guide 28 Chapter 2 About setting up Contact Center Click Load File The Open file dialog box appears Browse to where you saved the keycode file you downloaded from KRS Click Open The file uploads and the feature appears in the Keycodes list Note See the Keycode Installation Guide for more information Starting CallPilot Manager To start Avaya CallPilot Manager on Avaya BCM 1 Log on to Business Element Manager and select the BCM you want to access For information about logging on to Business Element Manager see the Avaya Business Communications Manager 5 0 Administration and Security Guide On the Task Navigation Panel click the Configuration tab The configuration folders display Click the Application folder and then click the Voice Messaging Contact Center task The Voice Messaging Contact Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu web page opens NN40170 301 Chapter 2 About setting up Contact Center 29 About the CallPilot Manager interface Return to Quit CallPilot Manager Opens online Help Main Menu Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox di Auto Attendant Group List Administration Headings System Properties expand and Custom Call Routing Operator Settings display thei
38. are calling from Customers whose phone numbers are recognized are immediately routed to appropriate skillsets The callers do not need to enter additional digits to route their calls Routing using DNIS If your company has a customer who is a purchasing agent who frequently contacts a sales line you can set up DNIS routing that recognizes the phone number the customer is calling Customers who call the sales directory numbers are immediately routed to sales skillsets Routing using Multimedia Contact Center If your company has Multimedia Contact Center enabled callers can click an HTML icon and enter the phone number they want an agent to call them at Calls that arrive from a multimedia call are recognized as Multimedia Contact Center calls and routed to the appropriate skillsets You can set up CLID ANI rules for Multimedia Contact Center Calls The phone number that the caller enters in the web browser is the phone number that Multimedia Contact Center dials when an agent receives the call Routing using a Line If your company uses a rotary number without DNIS capability that uses lines 1 to 3 you can set up routing to send calls that come in on these lines to a specific skillset Routing using CLID and a Line If your company uses a rotary number and subscribes to a CLID service you can set up routing based on CLID and Line to route a special customer Routing using CLID ANI and DNIS If your company has customers who call the
39. assigned to and logged in to the skillset and chooses the one with the highest priority If the method is Least Busy the agent that has been available longest is routed the call Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day Indicator See memory button indicator Intelligent Caller Input Routing Advanced Intelligent Caller Input Routing Advanced lets callers route their calls based on multi digit fixed or variable rules that you create in the Caller Input Rules Tables Intelligent Caller Input Routing Basic Intelligent Caller Input Routing Basic Previously called Basic Transfer lets callers direct their calls to an Operator Automated Attendant skillset mailbox CCR Tree or internal or external number Intelligent CLID DNIS Routing CLID DNIS Routing is the initial routing that Contact Center calls encounter The CLID DNIS Routing you set up lets Contact Center route calls quickly based on their incoming line number Callers are routed to skillsets depending on who the caller calls the line the call comes in on or where the caller is calling from Intelligent Overflow Routing Intelligent Overflow Routing uses routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a mailbox a CCR Tree the Automated Attendant or an operator Least
40. before they transfer to an agent select the Forced Play check box 8 At the Intelligent Caller Input Routing option select how you want callers to be able to transfer their calls e Select None if you do not want callers to be able to transfer their calls e 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 Select the Auto Attendant check box if you want callers to be able to transfer to the Automated Attendant By default callers press to transfer to the Automated Attendant and select a Greeting Table to transfer the call to or select None to transfer the call to the default Auto Attendant prompt You can assign a different dialpad button by selecting a number from the list box Select the Operator check box if you want callers to be able to transfer to the Operator By default callers press to transfer to the Operator You can assign a different dialpad button by selecting a number from the list box Select the Skillset Mailbox check box if you want callers to be able to transfer to the skillset mailbox By default callers press to transfer to the skillset mailbox You can assign a different dialpad button by selecting a number from the list box NN40170 301 Chapter 10 Setting up Routing Tables 141 Select the CCR check box if you want callers to be able to transfer to a CCR Tree By defau
41. button see Programming a memory button with a Feature Code on page 36 NN40170 301 Chapter 14 Monitoring Avaya NES Contact Center call activity 181 Logging off Log off when you complete your shift or will be away from your telephone for an extended period 1 From the display that shows your name on the top line press OUT The date and time display appears If OUT does not appear you are not logged on to any skillsets Changing your supervisor password Keep your password confidential Change your password regularly about every 30 days To change your supervisor password 1 Press 9 f0 4 2 Enter your Agent ID number and press OK o Enter your password and press OK The default password you enter to log on for the first time or if your password is reset is 0000 If you use the default password you must change your password Press ADMIN Enter a new password from four to eight digits long and press OK Enter your new password again and press OK Press N Oo oO Ff Supervisor Help With Supervisor Help an agent on a call can request help from a supervisor by pressing a programmed feature button The agent can send an urgent request for help without interrupting the call and without the caller being aware of the agent s help request Supervisor Help is for situations where an agent is on a call and urgently requires the help of a supervisor without alerting the caller that a supervisor is being
42. called in It is not intended for routine consultations or when the agent is not on a Avaya NES Contact Center call A supervisor who receives a help request can accept deny or ignore it A request that is denied or ignored is escalated and a larger group of supervisors is notified of the request A supervisor can choose to escalate a request so that it is broadcast to other supervisors who may be better able to handle the request If a supervisor receives a request while they are not at their set their indicator flashes slowly to inform them of the missed request Intelligent Contact Center Set Up and Operation Guide 182 Chapter 14 Monitoring Avaya NES Contact Center call activity If a help request is escalated to a supervisor their 9 0 6 indicator flashes quickly to inform them of the request If the call for an escalated help request is still active the supervisor can accept the request by pressing the 9 0 6 feature key They do not have to be monitoring agents at the time but can be answering Avaya NES Contact Center calls Note Supervisors who use Make Busy 4 9 0 6 are still available for help requests When a supervisor accepts an agent s request for help a Silent Monitor session starts and the supervisor begins monitoring the agent s call The agent who requested help is informed when the monitoring session begins If the supervisor is already monitoring the call of th
43. center The Contact Center Administrator monitors the overall performance of the contact center and balances the staffing according to call traffic demands Call Forward All Calls This feature forwards all calls from a phone to another extension number For example all calls from a telephone can be forwarded to the CDN of a skillset Call Forward No Answer This feature forwards unanswered calls from a phone to another extension number A call is considered unanswered if no one answers the call before a specified number of rings Call Forward On Busy This feature forwards all calls from a phone to another extension if all the lines assigned to the phone are busy CallPilot CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voicemail Auto Attendant and call handling capabilities CallPilot includes voicemail Auto Attendant Custom Call Routing and Fax Answering features CallPilot also has optional features such as Fax Contact Center Desktop Messaging and Messaging that enhance your communications What options are available to you depends on what system you use For more information about CallPilot see the CallPilot Manager Set Up and Operation Guide NN40170 301 Glossary 249 Channel A channel is the voice path that Avaya NES Contact Center uses to play greetings t
44. erase are saved Since message storage space is limited we recommend that you erase messages that are no longer needed You can retrieve an erased message if you are still in the skillset mailbox session An erased message remains in the skillset mailbox until you end the current session To retrieve an erased message Norstar Voice Mail After you erase a new or saved message the number of new or saved messages shown on the display is decreased by one Even though the display shows 0 new 0 saved you can still play and retrieve any erased skillset mailbox messages Press PLAY or to listen to the erased message To retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in the skillset mailbox until you end the current session Locate the deleted message Then press 7 6 to restore the message Intelligent Contact Center Set Up and Operation Guide 88 Chapter 6 Setting up skillset mailboxes After you play the erased message you can restore it If you end the current session without restoring the erased message it is permanently erased from the skillset mailbox Replying to messages You can reply to internal and external callers You can reply to an external caller if your company subscribes to The messages you record must be longer than three seconds The system times out after five seconds of silence Use the procedure for replying to messages that applies to the interface yo
45. example 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List link appears 4 Click the Day link for Skillset 1 The Day Routing Table page appears 5 Click the Insert link The Routing Step page appears Greeting 1 is assigned by default Select the Forced Play check box At the Intelligent Caller Input Routing option select None NN40170 301 Chapter 10 Setting up Routing Tables 149 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 Click Submit The Greeting step appears as step 1 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears Click the Distribute for option In the Distribute for box enter the time 01 00 Click Submit The Distribute For step appears as step 2 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears The Greeting option is selected by default In the Greeting box type 2 At the Intelligent Caller Input Routing option select Basic The Auto Attendant Operator Skillset Mailbox and CCR check boxes are selected by default The default DTMF digits for each destination are shown Click Submit The Greeting step appears as step 3 in the Day Routing Table page Click the Insert link for the End step The Routing Step page appears Select the Distribute for option The default time
46. extension mailbox external telephone number CCR Tree Automated Attendant or operator changes in priority level Intelligent Contact Center Set Up and Operation Guide 120 Chapter 9 Setting up Intelligent Routing Intelligent Overflow Routing handles calls differently depending on the rules that you create Each rule is based on a mode one or more conditions and one or more actions Mode Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call A skillset can be in Day mode Night mode or 24 Hour Service Each mode can have its own rules for how to handle calls The default mode is Day Condition After Intelligent Overflow Routing determines what mode the skillset is in Intelligent Overflow Routing determines what conditions apply to the call The two possible conditions are e Whether the timer expires You set the length of time a call waits for an agent before the call is sent to the destination that you specify The maximum time a call can wait is 59 59 When a call enters a skillset the timer starts at 00 00 Overflow rules are applied according to the time a call is in a skillset not according to the total time a call is in the system For example if you set up skillset 1 to move a call to skillset 2 after five minutes and you set up skillset 2 to move a call to skillset 1 after two minutes a call in skillset 1 will be moved to skillset 2 after five minutes The call wi
47. for Caller Input include that the caller must press after they enter their input For example If you have a personal identification number please enter it now followed by the key To create a Caller Input Rule 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Caller Input Rules Tables Table ID Length Commands 1 Change Rules Delete Create Create Create Create Create Create Create Create Create Create Create Intelligent Contact Center Set Up and Operation Guide 154 Chapter 11 Creating Caller Input Rules 4 Click the Create link for the Caller Input Rules Table you want to add a rule to The Rule Table Properties page appears Rule Table Properties Rule Table 1 Length Fixed Variable Submit Cancel 5 Select Fixed or Variable depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length e Ifyou select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1 to 50 digits e Ifyou select Variable in the 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 6 Click Submit You return to the Caller Input Rules Tables page 7 Click the Rules link for the table you wan
48. in your greetings such as e your hours of service e arequest for callers to have their account number ready e how to leave a message e anannouncement of a sale e product lists e upcoming special events The table Intelligent Contact Center Capacities for BCM50 on page 18 shows how many greetings you can record depending on which Contact Center you use You can record greeting numbers and information in Avaya NES Contact Center Greetings on page 238 Examples of Avaya NES Contact Center greetings You can record different types of greetings for Avaya NES Contact Center Before you record your greeting determine what information the greeting includes When you prepare your greeting include important times and dates 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 0 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 Comput
49. is because you will not be able to monitor calls that agents answer on their Answer DN You can only monitor calls that agents answer from the set they are logged on to For more information about using Answer DNs with Avaya NES Contact Center for Avaya BCM see the Avaya Business Communications Manager 5 0 Configuration Devices Guide If an agent uses their Answer DN telephone to answer a call that is transferred to them Avaya NES Contact Center does not recognize the agent as being busy and still sends calls to the agent s main set Agents who log on from a regular telephone and answer Contact Center calls using an answer DN key from a portable telephone cannot use Supervisor Help Intelligent Contact Center Set Up and Operation Guide 230 Chapter 18 Troubleshooting Avaya NES Contact Center Do Not Disturb Instead of using Do Not Disturb agents must use the Not Ready Feature Code 2 fo If agents use Do Not Disturb they are automatically logged out or made not ready after the first call Call Forward No Answer When an agent s phone is on Call Forward No Answer to the voicemail extension the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout If a call is forwarded by CFNA to another agent and is answered by that agent the original agent who has CFNA setting is made Not Ready or logged out instead of staying idle Preventing calls from ringing at an agent
50. it left off NN40170 301 Chapter 14 Monitoring Avaya NES Contact Center call activity 177 About monitoring sessions Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone the monitoring session ends if you answer the call When you end your call you can press OBSV to reenter the monitoring session with the agent Making a call while monitoring If you make a call while you are monitoring an agent the monitoring session ends and you must begin monitoring using P 0 6 to reestablish a monitoring session Ending a session by logging off The session ends if you or the agent are forced to log off or if the agent logs off voluntarily If the agent is on a call at the time of log off but you are still logged on and monitoring the session continues until the call is disconnected or you press CANCL Conference calls If the agent puts the a call that you are monitoring into a conference call you do not hear the call for the duration of the conference call When the agent goes out of conference you are automatically monitoring the agent again NOTE If you want to monitor agents all the time ask agents not to participate in conference calls On hold calls If the agent puts a call that you are monitoring on hold you do not hear the call while it is on hold When the agent resumes the call you are automatically monitoring the agent again If
51. know the location of the greeting at the Import option click Browse and follow steps 6 through 9 The Open dialog box appears From the Look in list select the location of the file In the File name box type the file name From the Files of type list select the file type Click Open Click Send To play the greeting in the Connect to box type an extension or telephone number and click Play Your telephone rings Answer the telephone to listen to the greeting Click Save to save the greeting The greeting you save replaces the previously recorded greeting Click Close and replace the telephone handset If you want to enter a caption for the greeting click Refresh on your browser Click the Add Caption link for the greeting The Greeting Caption page appears In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters Click Submit Note If you want to change the Greeting Caption click the Change Caption link and make your changes Exporting a Contact Center greeting You can export a previously recorded greeting to a computer file in wav or in its native format Export the greeting in its native format if you want to reimport the file later You can reimport the file to your system or to another Avaya NES Contact Center or Avaya CallPilot system Export the file in its native format if you want to use the same greetings at different company locations
52. list box select a priority between 1 and 20 for the call The default is 10 11 Click Submit The rule you created appears in the Match Table Repeat steps 8 through 11 if you want to add another rule to the table or Click Close to return to the Caller Input Rules Tables page Using wildcard characters You can use the wildcard characters and in the match string e matches any single digit e matches zero or more digits When you use the wildcard character e it can appear only once in a match string e it can appear only at the end of a match string e it cannot be the only character in a match string Some examples of using wildcard characters in the match string 111144 Matches all account numbers 111100 to 111199 SHH Matches a credit card number with the correct number of digits Matches all valid input greater than 1 character NN40170 301 Chapter 11 Creating Caller Input Rules 157 An example of using Intelligent Caller Routing Advanced The contact center of Bridgestone Computers uses Intelligent Caller Routing Advanced and Caller Input Rules to give some callers access to a special service line Bridgestone Computers uses Avaya NES Contact Center Professional which gives them Intelligent Caller Routing Advanced functionality Customers who purchase equipment that is under warranty have an eight digit personal identification number When they call Bridgestone Computers
53. manager EM screens in Silent Record a Call SRC and Backup Restore Utility BRU indicate Instead the secure copy protocol SCP is supported Therefore wherever an SFTP server is required a server supporting SCP should be setup instead Additionally all instances of the phrase SFTP in the EM should be taken to mean SCP Click Submit Adding more than one agent You can save time by adding more than one agent at a time When you add multiple agents the agents have the default agent name and parameters NN40170 301 Chapter 4 Setting up Contact Center agents 47 You can use the table Avaya NES Contact Center agents on page 240 to record the agents you add To add more than one agent 1 10 11 12 13 14 15 16 17 Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears Click the Add Many Agents link The Add Many Agents page appears In the From box type the lowest agent ID number of the agents you want to create In the To box type the highest agent ID number of the agents you want to create The Agent ID numbers you enter must be between 1 and 250 Select the Supervisor check box if you want the agents to have Supervisor status Select the Automatic Answer check box if you want calls to be force delivered to the agent The default is not selected Select Override Skillset Break Time if you want to configure th
54. might hear one ring Zero rings means the call is answered as soon as possible For lines equipped with Caller ID you must set the number of rings to two or more Caller ID information is not provided until just prior to the second ring so if you set the number of rings to zero or one Caller ID information is not relayed Long distance charges start when a call is answered by Avaya NES Contact Center To minimize long distance charges set the ring count higher than 0 so that calls spend more waiting time in a ringing state To configure a line 1 Start CallPilot Manager 2 Click the Auto Attendant heading The Lines Administration page appears Lines Administration Line Answer Mode Table Skillset Rings Command Auto Attendant Change Auto Attendant Change Auto Attendant Change Auto Attendant Change Auto Attendant Change Contact Center Change Contact Center Change Contact Center Change Contact Center Change Contact Center Change No Change No Change 1 2 3 4 5 6 T 8 9 O MU MW HW wWYHownwnw w NN40170 301 Chapter 12 Line administration 163 3 Click the Change link for the line you want to assign to a skillset The Line Properties page appears Line Properties Line Number 11 Answer Mode Contact Center Table Skillset Number 1 Number of Rings o Submit Cancel From the Answer Mode list box select Contact Center In the Table Skillset Number box type the number of the skil
55. person the agent can enter the Transfer Feature Code 4 0 and enter the extension number e Ifthe agent wants to send the call to a skillset the agent can enter the Transfer Feature Code 0 and enter the CDN of a skillset to send the call to a skillset e If you are monitoring an agent and they transfer a call you do not continue to hear the call until the transferred call is answered Agents who want to transfer a call to a mailbox should use Q e 6 Agents who take only Multimedia Contact Center do not receive Contact Center voice calls but other Contact Center agents can transfer voice calls to Multimedia Contact Center agents Call Forward Advise agents not to use Call Forward An agent who uses Call Forward is automatically logged out or made auto busy depending on their agent settings after the number of rings for transfer callback elapses Avaya NES Contact Center does not support Call Forward All Calls CFAC to an external number If the agent configures CFAC to an external number the calls are dropped Agents can use Call Forward to the voicemail DN Activity Codes Agents who answer a call on an Answer DN telephone or who use Call Pickup on a call that is ringing at another agent s set cannot enter activity codes Answer DN If you are doing silent or muted monitoring the only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone You This
56. s set To prevent agents who are on a Contact Center call from having a second internal call ring on their phone set the Call Forward on Busy feature for your set to the voicemail DN For information about programming any of these settings for BCM450 and BCMS0 see the Avaya Business Communications Manager 5 0 Configuration Devices Hunt groups Do not program an agent telephone to be a member of a Hunt Group Automatic Answer How Automatic Answer works depends on what type of telephones your Contact Center uses e WLAN Handset 2210 2211 You can set up the WLAN Handset 2210 2211 for the Automatic Answer feature in two ways in a Contact Center environment e Place the WLAN Handset in the active idle state When the WLAN Handset receives a call the handset automatically switches to the active off hook state and the call proceeds as normal Note In the active idle state WLAN Handset power consumption increases which causes a decrease in the life of the battery the time before a recharge is required The handset is not normally left in the active idle state except for special situations e Place the WLAN Handset in the standby state When the WLAN Handset receives a call the handset automatically answers the call but it cannot maintain the call You must press the Power on Start Call key before the call is dropped after about five seconds to maintain the call If you do not press the Power on Start Call key in time the
57. that the button is programmed and then ends the session Use the paper labels that come with your telephone to identify the programmed button To use the Feature Code press the labeled button NN40170 301 Chapter 3 Using Feature Codes 37 Feature Codes used by Contact Center Administrator and Supervisors Use this Feature Code To Open Mailbox ejet e open skillset mailboxes e record skillset mailbox greetings e listen to messages in the skillset mailbox Operator Settings ejeje e set or change the operator extension e indicate whether the operator is available e select the day and night service modes for skillsets e change the password for Operator Settings For more information on using the Operator Feature Code see Setting the Service Mode for skillsets on page 146 and Resetting the Operator password on page 227 Voicemail DN 21 2 6 6 e display the skillset mailbox number Control DN for each skillset e display the extension for Message Waiting Indication for the skillset mailbox e reset the passwords of the Contact Center Administrator and the operator For more information about the Control DN see Determining a skillset mailbox number on page 71 Display Waiting Calls Skillset Status eJoJe e view real time status information about skillsets You can see how busy your Contact Center is so that you can adjust skillset staffing e vie
58. the greeting Press to end the session Deleting a Personalized skillset mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it NN40170 301 Chapter 6 Setting up skillset mailboxes 83 To delete a Personalized mailbox greeting 1 Press Q 8 f J Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 If you use the CallPilot interface e Press to open the Greetings Options menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press GREET or e Go to step 3 Greeting options 3 Press REC or ff J REC CHOOSE Greeting 4 Press PERS or to choose a Personalized mailbox PRIME ALT k eeii Greeting 5 Enter the Personalized greeting number 1 2 or 3 that RETRY OK you want to delete Ph XXXXXXX 6 Press DEL or 2 to delete the greeting CHNG DEL 7 Press 48 to end the session Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages Only one agent can retrieve messages from each skillset mailbox at a time If different agents access the messages in the skillset mailbox throughout the day each agent should e listen to the message e write down what the message says e erase the message e return the caller s telephone call If the caller is not available the agent can try again later or pass the message on to ano
59. two powerful call routing features Auto Attendant AA and Custom Call Routing CCR These features route incoming calls to telephones and voice mailboxes You can also use these features to route calls to Avaya NES Contact Center skillsets Intelligent Contact Center Set Up and Operation Guide 22 Chapter 1 Getting started Auto Attendant The Auto Attendant answers incoming calls and presents callers with a greeting After the greeting the Auto Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone Using these options callers can transfer themselves from the Auto Attendant to a skillset by entering the Control DN of the skillset Note Include the number of the Control DN in your Auto Attendant Greeting For information about how to configure the Auto Attendant see the Avaya CallPilot Set Up and Operation Guide NN40090 300 Custom Call Routing CCR With CCR you can replace the Auto Attendant menu with an expanded menu that can include several sub menus to offer callers a wider range of options You can give callers access to a Contact Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset For more information about transfers and CCR see the Avaya CallPilot Manager Set Up and Operation Guide NN40090 300 These text conventions are used in this guide to indicate the information described Convention
60. type the extension number you want to transfer the call to if you want to transfer the call to a mailbox select Transfer to Mailbox and in the box type the mailbox number you want to transfer the call to if you want to transfer the call to an external number select Transfer to External in the box type the number you want to transfer the call to from the Outdial Method list box select an outdial method if you select Line or Pool in the Line Pool box type the line or line pool number used Intelligent Contact Center Set Up and Operation Guide 156 Chapter 11 Creating Caller Input Rules if you want to transfer the call to the Automated Attendant select Transfer to Auto Attendant and select a Greeting Table to transfer the call to or select None to transfer the call to the default Auto Attendant prompt if you want to transfer the call to the operator select Transfer to Operator if 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 Note You or the System Administrator must set up a CCR Tree before you can select it For information about setting up a CCR Tree see the CallPilot Manager Set Up and Operation Guide NN40090 300 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
61. you create in Routing Tables on page 243 Fax Detection Avaya NES Contact Center can detect fax calls and route them to a skillset mailbox If you want Contact Center to detect incoming faxes you must make your first routing table step e a Greeting step e with Forced Play e without a transfer e with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting If a fax transmission starts several seconds after the start of a greeting it is possible for the fax tone not to be detected If you do not set up the routing table so it detects a fax call some fax calls can be routed to agents and some fax calls can be routed to the routing table s skillset mailbox To enable a routing table to detect fax calls change the first step If you have a Avaya Business Communications Manager system and use Expected Wait Time all greetings in the EWT table must be greater than 11 seconds to support fax detection Intelligent Contact Center Set Up and Operation Guide 132 Chapter 10 Setting up Routing Tables As you create routing tables each table shows whether it detects faxes Day Routing Table This routing table detects fax calls Skillset 1 r he This routing table guarantees fax delivery to the skillset mailbox Its first step 1s a Greeting step more information e that is 11 seconds or longer Step Information Co
62. you set up skillset parameters for skillset 2 assign a time to the Overflow parameter Then callers can still speak to an agent e When no agents are logged on to any skillset ensure that the Contact Center greetings set up in the Routing Table have Transfers set up If a Contact Center greeting transfers to a skillset mailbox callers can press to leave a message in the skillset mailbox Ensure that the greeting includes that callers can press to leave a message in a mailbox is the default keypad button callers can press to transfer to the skillset mailbox You can select a different number Assigning DNs When you assign a CDN to a skillset e To pick a Control DN go into the Business Element Manager and click the Configuration tab Then click Telephony gt Sets gt Inactive DNs page Click Model and use a DN tagged as an Application model Make sure the DN you are using is not already used as a skillset DN or as the MeetMe DN Use Feature 985 F985 to view both lists e Ifatelephone or any other device uses the same extension the Contact Center does not answer calls e The system assigns a skillset mailbox that uses the CDN as its mailbox number You must initialize the mailbox before you can use the skillset or the mailbox e Do not rename a telephone DN to a CDN used by Contact Center Note After DN pool renumbering the Skillset DN retains the same DN value even though it is now outside the range of application D
63. 0 0000 e eee eee 174 Using Silent Monitor with Answer DN 00000 c eee eee 175 Montoro UPS oc cccntdene ced wr ee Ger tdieoeKeOe die eee eee Oo eRESo ORS 175 Logging on and monitoring agent calls 0c ki wee Soe eee doe 175 An agent requests help while you are in a monitoring session 176 About monitorning sessions sisissriisrrireiiririsr ee ei beks iawie eee deus 177 Montornng Skise ead scared bay edhe niin AS eS Bk oe ae E 178 TO Monitor SkillSets 22022s0ccectesgart coeeiewe scents eeeacewereamneedas 178 An example of monitoring skillsets 0 0 00 cece ee 179 Using a memory button to monitor calls waiting in skillsets 179 Taking some Not Ready Me 2ccsceeevlesecseeeseeeee eee wiveeiseesecaes 180 Programming Not Ready to a memory button 00 000 eee ee eee 180 LOOM OI asco chnedtouneer code NIOEN rE EARTEN ECKEN NO RESAN eee eee 181 Changing your supervisor password sss ssas 0c cece eee ee 181 SU Eras HE pi ria a E wk eee E ere oe aa a ai wo daa ag here ee ce ai 181 How Supervisor Help works 000 cece eee eee 182 Coniiguing Supervisor Help o 220 5 cec neers oabeiveawin Oud waxed PE RRES CRBS 183 How to handle Supervisor help requests 0000 cee ee eee eee eee 183 How to handle missed requests 0 060 cee eee eee eee ee 184 An example of retrieving an escalated request 00 eee eee 184 Chapter 15 Activity CodeS iscsi nied cesses pacpi ens ces piana
64. 1 Chapter 17 Examples of Avaya NES Contact Center configurations 213 Night Routing Table Skillset 1 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Night Routing Table steps 1 Transfer to extension 4 Transfer to Extension 238 Insert Modify Delete End Insert Service Mode Skillset Service Mode Skillset 1 Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format 24 hr Service Monday m 08 00 20 00 Tuesday 08 00 Wednesday Thursday Friday Saturday Sunday Overflow Overflow Rule Table Skillset 1 Rule Mode Condition Action Commands 1 Day NoAgents Skilst Mailbox 222 Insert Modify Delete Move End Insert Intelligent Contact Center Set Up and Operation Guide 214 Chapter 17 Examples of Avaya NES Contact Center configurations Skillset 2 Properties Name Support MWI DN 334 Method Least Busy Attendant Ext 222 Use previous ___ calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 03 00 Activity Code Entry Type Prompted Agents a 22 6 7 8 9 10 11 12 13 14 23 24 25 26 27 28 29 30 31 32 NN40170 301 Chapter 17 Examples of Avaya NES Contact Center configurations 215 Routing Tables Day Routing Table Skillset 2 This routing tab
65. 11 4 Ifyou want to use a Primary and an Alternate language select the Enable Bilingual check box If you clear this check box alternate language prompts are not available Disabling bilingual operation affects e language designations for Automated Attendant greetings e voice prompt selections for callers who use the Automated Attendant e voice prompt selections for callers who transfer to mailbox greetings 5 Select a primary language from the Primary Language list box Prompting for the Automated Attendant and CCR Trees occurs in this language 6 Select an alternate language from the Alternate Language list box The alternate language cannot be the same as the primary language 7 Select the Canadian Pronunciation check box if you want voice prompts that include the letter z to be pronounced zed instead of zee The Canadian Pronunciation check box appears only if North American English is the primary or alternate language 8 Click Submit NN40170 301 Chapter 13 Setting up Avaya NES Contact Center general properties 167 General Avaya NES Contact Center properties When you set up Avaya NES Contact Center you must assign values for the general properties The general Avaya NES Contact Center properties are MMCC Public Hostname Note The MMCC Public Hostname field appears only if Multimedia Contact gt Center is enabled The Multimedia Contact Center Public Hostname must be a fully qualified domain name FQD
66. 2 support booking Support 3 support Install 1 installation question Install 2 installation Preferred 1 preferred misc Preferred 2 preferred sales Preferred 3 preferred support Preferred 4 preferred installation MMCC 1 Multimedia Contact Center sales MMCC 2 Multimedia Contact Center support Commands Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete MMCC 3 Multimedia Contact Center installation Change MMCC 4 Multimedia Contact Center misc Multimedia Contact Center wrong mecs number Change Change Insert Import Activity Codes From File NN40170 301 Chapter 17 Examples of Avaya NES Contact Center configurations 223 Lines No No Contact Center Skillset 1 Contact Center Skillset 2 Change Outdial with pool PRI A Change Change Change Change Change Change Change Contact Center Skillset 3 Contact Center Skillset 4 No No om om o non Skillset 5 Skillsets 1 4 are unchanged See e Skillset 1 on page 212 e Skillset 2 on page 214 e Skillset 3 on page 217 e Skillset 4 on page 219 Properties Name MMCC MWI DN 337 Method Least Busy Attendant Ext 222 Use previous __ calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 03 00 Activity Code Entry Type Prompted
67. 23 Skillset 5 on page 223 e Routing Tables on page 224 e Service Mode on page 225 e Overflow on page 225 General properties The General Properties Caller Input Rules and EWT Tables are unchanged Additional keycodes Multimedia Contact Center Agents Agent 1 Bob Agent 2 John Agent 3 Jane Agent 4 Sales4 Agent 5 Installation booker 1 Agent 6 Installer4 Agent 7 14 Installers Agent 15 Sales5 Agent 16 19 Sales Agent 20 Installation booker 2 Agent 21 Supp_book1 Agent 22 Supp_book2 Agent 23 33 Installers Agent 34 36 MMCC Agents Greetings Intelligent Contact Center Set Up and Operation Guide 222 Chapter 17 Examples of Avaya NES Contact Center configurations Greeting 148 Voice Welcome to Mosaic Hardwood Flooring Please stay on the line for one of our representatives Image A picture of the company logo that Multimedia Contact Center displays in callers web browsers Greeting 149 Voice A service advertisement Image A picture that corresponds to the advertisement that Multimedia Contact Center displays in callers web browsers Greeting 150 Voice A product advertisement Image A picture that corresponds to the advertisement that Multimedia Contact Center displays in callers web browsers Activity Codes Description Sales 1 sales question Sales 2 sales appointment booking Support 1 support question Support
68. 3 CONIGING 6c cece di ede sewitee ns en e ea eens eeeeece tea dces 7 Gening Stared cick ccc ccceatwiessieecatedene cei vencsanteewnnane 15 About setting up Contact Center 0 000 eee 27 To enable a keycode for Avaya Business Communications Manager 0ccceeee 27 To start Avaya CallPilot Manager on Avaya BOM c cccesceeseeeeeeeeeeeeeeeeseeaeeeseaeeeeee 28 To check which mailbox interlace yOu USSG ccisscsaseies sasdessarsvccreisneaeisnudereiseeciierss 33 Using Feature CodeS sirrseiiciisirirssrddiidditas rid iib diis tae 35 To detemine the Feature CodeBiiressiunuonaicni ni n Ed EAA 35 Topogram a menory BUNG arisi aae ane ie en A aaa 36 Setting up Contact Center agents 002 c eee eee 41 ieo auk Ts a See eer errr E E teeter T AE E rere E Retr eer yr treet eer rer tes 44 Toadd mote han one BOG escons 47 To CHANGE agent iniormiatiOM issons aae e Eia 49 WS PSSST SI BUSINES PAS SWI aceniad aes ecto sae ace 50 We a Us Tee AS ana 50 To oce Sil BASU era reaa Raveena maadegs uate Rat meee TK 51 Sening Up SUMIGEIG ice ccsceuserceesvetsedegucesceieergeesrcengs 53 Toset up or Mee SO esris reinen ean EE EEAS 56 T seiup DID routing for Avaya BGM caucuses 58 Toadda CLID DONIS ROUE iiir itaalaluipreare tausabeladuieeatedmentadgoceiate 61 To change a CLID DNIS FOU visi casissvinasien vsisi nadia riaan 62 To dlete a CLD DS HOUTE iscissi aE ARER 63 Toasson an Agent O A SKISE saia aa a eee ean 64 To change an agent s prior
69. 4 Sales4 Agent 5 Installation booker 1 Agents 6 14 Installers Agents 15 19 Sales Agent 20 Installation booker 2 Agent 21 22 Supp_book1 Agents 23 33 Installers Greetings Welcome to Mosaic Hardwood Flooring Sales department Please stay on the line for one of our representatives or enter your Customer ID Greeting 2 Welcome to Mosaic Hardwood Flooring Support department Press 1 to book a support request 2 to check on the status or cancel an existing booking or stay on the line for general inquiries Greeting 3 Welcome to Mosaic Hardwood Flooring Installation department Press 1 to book an Installation request 2 to check on the status or cancel an installation booking or stay on the line for general inquiries Greeting 4 Thank you for entering your Customer ID A representative will be with you shortly Greeting 5 All of our representatives are currently busy Please continue to hold or press 9 to leave a message Greeting 6 Thank you for continuing to hold Please stay on the line or press 9 to leave a message which will be returned as soon as possible by a representative Greeting 7 Thank you for continuing to hold Please stay on the line or press 9 to leave a message Greetings 8 amp 9 Advertisement Announcements1 amp 2 Greetings 10 amp 11 Support Announcements 1 amp 2 Greetings 12 amp 13 Installation Announcements 1 amp 2 Greeting 50 The expected wait time for your call is 3 minutes Please stay on the line or pre
70. 7 Off premise Message Notification Turning Off premise Message Notification on or off You can turn Off premise Message Notification on or off at any time If you turn Off premise Message Notification off you do not affect any of the assigned parameters To turn Off premise Message Notification on or off Msg notify ADMIN SELECT Notify on CHNG TIME Notify off CHNG TIME S Mailbox admin GREET PSWD Press Q e f Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press SELECT or to set up Off premise Message Notification Press CHNG or to turn Off premise Message Notification off if it is on as shown Press OK or or press TIME to review the start and stop time parameters Press to end the session NN40170 301 111 Chapter 8 Recording Avaya NES Contact Center greetings About Avaya NES Contact Center greetings Avaya NES Contact Center greetings encourage callers to stay on the line until an agent is available You can record greetings in different languages and change them as often as you like You can include information
71. 8 Chapter 18 Troubleshooting Avaya NES Contact Center To reset the Operator password using a phone 1 Press eJBJBJ VM xxxx 2 Press NEXT L NEXT MeetMe xxxx 3 Press NEXT L NEXT CDN 1 xxxx 4 Press NEXT L NEXT CDN 2 xxxx 5 Press 7 J NEXT Pswd 6 Enter JBJ RJE EJE eJeB RETRY OK Resetoperpswd and press OK Reset pswd 7 Press YES YES NO J Exit 8 The session ends J The Operator password is now reset to GBE eJEe Operator Resetting the Contact Center Administrator password You can reset the Contact Center Administrator password if it is lost or forgotten To reset the Contact Center Administrator password For information about resetting the Contact Center Administrator password see See Contact Center access on page 29 Agent problems Agent log on problems If an agent cannot log on at their phone e ensure the agent ID and password match e check to see if the agent is already logged on to a different phone e check to see if a different agent is logged on to this phone NN40170 301 Chapter 18 Troubleshooting Avaya NES Contact Center 229 Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another agent another person such as a subject matter expert or send the call back to a skillset e Ifthe agent wants to send the call to a specific agent or another
72. Answer Follow me browsing Multimedia Contact Center Agents only Follow me browsing does not work with embedded Flash animations If an agent clicks a Flash button the image the agent sees is not displayed to the caller Tell agents that if the page they are sending to the caller contains Flash animations they must tell the caller to display the page by for example clicking the Next button or telling them what item to click on the page to display the next page Silent Monitor If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged onto you cannot monitor these calls You can do monitoring for wireless sets including KIRK and DECT sets only if the agent logs onto the set Skillset problems Problems enabling skillsets Before you enable skillsets ensure that skillsets are assigned a valid CDN If you cannot enable a skillset ensure you assigned it a valid CDN For information about skillset CDNs see Control DN on page 54 Problems changing skillset properties If you cannot change a skillset s properties there are two possible reasons The Contact Center skillset is enabled You must disable the Contact Center skillset before you can change the skillset properties The skillset mailbox has the wrong extension number Refer to Determining a skillset mailbox number on page 71 for how to determine the extension number of the skillset The extension number of the skill
73. Busy Least Busy previously called Longest idle is a method of call distribution that routes calls to the agent who has been available the longest The other method of call distribution is Preferred MWI See Message Waiting Indication NN40170 301 Glossary 251 Memory button indicator Memory button indicators are the triangular shaped indicators on a phone next to the memory buttons Memory button indicators can be used to monitor call activity and view the Login Logout status and the Not Ready status of agents Message Waiting Indication MWI The Message Waiting Indication appears on a phone display as Message for you when there are new messages Message Waiting Indication extension MWI extension or MWI DN For each skillset mailbox you can assign a phone as the designated MWI extension The Message Waiting Indication extension is an optional phone number that indicates when a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the phone display when there are new messages in the skillset mailbox Method of Call Distribution Method The method of call distribution determines which of several available agents to route the call to There are two methods of call distribution Least Busy and Preferred Least Busy routes calls to an agent who has been available the longest Preferred routes calls to the agent with the highest priority the best qualified agent Not Read
74. Change 6 From the Service Mode list box select Day Night or 24 Hour 7 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 8 Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to check whether there are agents logged on to the skillset or NN40170 301 Chapter 9 Setting up Intelligent Routing 127 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 9 At the Action option select the destination for calls to send the call to another skillset select Move to Skillset and from the list box select the skillset you want to move to call to If you also want to change the priority of the call from the New Call Priority list box select a new priority for the call The default is 10 to send the call to the skillset mailbox select Send to Skillset Mailbox to overflow the call to another skillset Select Overflow to Skillset and click the Specify link The Overflow to Skillset Configuration page appears Select the check box for the skillset you want to overflow to and click Submit If you want to change the priority of the call from the New Call Priority list box select a new priority for the call The default is 10 to trans
75. Change Delete 2 Priority 4 Change Delete Match string 1 change priority to 1 Match string 2 change priority to 4 NN40170 301 Chapter 17 Examples of Avaya NES Contact Center configurations 211 Expected Wait Time EWT Greeting Table Expected Wait Time Table ID 1 No Wait Time Interval Greeting ID Commands Change Delete Activity Codes Up To 00 03 00 Up To 00 06 00 Up To 00 09 00 Up To 00 12 00 Up To 00 15 00 After all times above Close Codeld Name Lines 40 41 50 51 52 60 61 70 71 Sales 1 Sales 2 Support 1 Support 2 Support 3 Install 1 Install 2 Preferred 1 Preferred 2 Preferred 3 Preferred 4 No No Contact Center Contact Center Contact Center Contact Center No No 50 51 52 53 54 56 Change Delete Change Delete Change Delete Change Delete Description sales question Commands Change Delete sales appointment booking Change Delete support question support booking support installation question installation preferred misc preferred sales preferred support preferred installation Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Insert Import Activity Codes From File Skillset 4 Skillset 2 Skillset 3 Skillset 4 Change Change Change Change Change Change Change Change o E o me o a oO e Intelligent Contact Cent
76. Contact Center Set Up and Operation Guide 124 Chapter 9 Setting up Intelligent Routing Example 6 In this example calls to the contact center go to skillset 1 which is the company s help line The Night Service Mode is set to start at 6 00 pm After 6 00 pm there are no other skillsets with agents logged on If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes the call transfers to the skillset mailbox In this example the Contact Center Administrator inserts two rules The Contact Center Administrator e selects the Night service mode for both rules e sets the timer to 2 minutes and 30 seconds as the condition for the first rule e selects the Agents not logged in check box as the condition for the second rule e selects the skillset mailbox as the action for both rules Mode __ Conditions Action Explanation Night 02 30 Skillset Mailbox The call transfers to the skillset mailbox if the call is not answered within 2 minutes and 30 seconds Night No Agents Skillset Mailbox The call transfers to the skillset mailbox if there are no agents logged on to skillset 1 Example 7 In this example calls to the contact center go to skillset 1 which is the company s order desk Skillset 1 agents are the company s experienced sales agents If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minute
77. Contact Center answers the assigned lines If the Answer Line status is set to Yes Avaya NES Contact Center answers the lines assigned as Contact Center and Avaya CallPilot answers the lines assigned as AA If the Answer Line status is set to No neither Avaya NES Contact Center nor Avaya CallPilot answers lines To set the Answer Lines status Pswd 1 Press Q 2 RETRY OK Enter the Operator password and then press OK Choose option 2 Press OPER OPER S Atdt avail N 3 Press NEXT CHNG NEXT Business open N 4 Press NEXT CHNG NEXT aa S Answer lines N 5 Press CHNG CHNG NEXT sonar If you set Answer Lines to N the display shows Disabling If you set Answer Lines to Y the display shows Enabling 6 Press to end the session Intelligent Contact Center Set Up and Operation Guide 162 Chapter 12 Line administration Configuring lines You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it You cannot add lines to a skillset while it is in use Lines that are programmed to be answered by Avaya NES Contact Center must not be programmed to be answered by another peripheral or application To delay calls being answered you can assign Avaya NES Contact Center to answer incoming calls after a specified number of rings The number of rings ranges from zero to 12 If you choose zero rings the caller
78. Contact Center heading and click the Activity Codes link The Activity Codes page appears 2 Click the Change link for the Activity Code you want to change The Activity Code Setup page appears Make the changes you want to the Activity Code s name and description Click Submit To delete an Activity Code 1 Click the Contact Center heading and click the Activity Codes link The Activity Codes page appears 2 Click the Delete link for the Activity Code you want to delete The Activity Code is deleted from the Activity Codes table Importing Activity Codes You can import files of Activity Codes 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 Creating a list of Activity Codes The file you create to import must e be in ASCII format If you create the list in Notepad save it in ANSI format If you create the list in Excel save it in csv format e have one Activity Code per line comprised of the ID name and description separated by commas NN40170 301 Chapter 15 Activity Codes 199 Example of an Activity Code list created in Notepad i New Activity Codes txt Notepad File Edit Format Help 3 Sales Support Support for sales 4 Help Calgary Help Desk 5 SME Subject Matter Experts 6 French French Language Support 7 German German Language Support 8 Spanish Spanish Language Support 9 Italian Italian L
79. Description bold Courier Indicates command names and options and text that you need to enter text Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier Indicates command syntax and system output for example prompts text and system messages Example Set Trap Monitor Filters FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE Audience This guide is for system administrators who configure and maintain Contact Center on an Avaya BCM To use this guide you must e be an authorized system administrator e be knowledgeable of CallPilot and Contact Center NN40170 301 23 Chapter 1 Getting started Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Avaya Business Communications Manager CCR Custom Call Routing CDN Control Directory Number CFAC Call Forward All Calls CFB Call Forward on Busy CFNA Call Forward No Answer CLID Calling Line Identification CO Central Office COS Class of Service DID Direct Inward Dialing DN Directory Number DND Do Not Disturb DTMF Dual Tone Multi Frequency EWT Expected Wait Time MWI Message Waiting Indication NVM Norstar Voice Mail Intelligent Contact Center Set Up and Operation Guide 24 Chapter 1 Getting star
80. Display Waiting Calls memory button flashing A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status Attendant extension The attendant extension is the extension used if a caller requests to talk to the operator after the caller transfers to the Automated Attendant or CCR The attendant extension is optional If you do not assign an attendant extension the call is sent to the system attendant extension If a call is transferred to an Auto Attendant greeting table the call is sent to the greeting table attendant Note You must enter an MWI DN before you enter an attendant extension If you enter an attendant extension without an MWI DN assigned you receive an error message prompting you to enter the MWI DN The attendant extension must be a different number than the MWI DN Prompt Language Prompt Language can be either Primary or Alternate The Prompt language is the language choice used for prompting callers who transfer to the Automated Attendant or CCR Prompt Language appears only on a system that is configured as bilingual Use previous _ calls to calculate EWT You can enter a number between 2 and 256 calls For more information about Expected Wait Time see Expected Wait Time on page 132 EWT Increase Allowed Selected by default which means that EWT will be recalculated if it i
81. E SITEET 211 DKUEGL paxccecectiekin Sas oe RSet nea Reta eeiaigeeesaersaneedene 212 a Se ied tac Ag eo eth tone cia ds Be ales wae og oper nae ee ak anaes 214 SREST Seccenehae eed ede PeUSGnacetenhin sedan teed ene ere reonerae 217 BOSGtA cong Cbs teeta e ah ea dees cheep eew uy eees Pe ee ee Rha eae e Pad 219 Multimedia Contact Center 0 00 c cette 221 General properties 2 0020 ccactcenucedsianeviendeeeeateded Sense dees 221 ACU COURS cass ciacewsriaseeeW badord sad Cen PaSaeParceuae seers 222 Lies hia kenggucis ieee s Beeb be POE sUReee Pade Eaters wees ewe 223 OMICS acne kewcs Gee seebethe eases ts nees Deehecseed deeded eerbaee 223 Chapter 18 Troubleshooting Avaya NES Contact Center 000eeeees 227 PResetmg poso Woe a cackeeededgiekeacer er ese eee se E Queens bee eR ey 227 Resetting the Operator password 000 ccc e eee eae 227 NN40170 301 Contents 13 Resetting the Contact Center Administrator password 4 228 AOM ORIGINS 4 chee eee kOe chads eee Oe eho eek awake beget ees 228 Agent logon problems coc ce cams PRES eee ABEE u ee eSS 228 Important considerations about how agents use features 229 SRISCLPMIRIOMNS 4464 lt sh0R S8856554beGbh1 eS oEAD OEE SE SERA HERE RES EER 231 Probleme enabling Skilsets ccs ciaiveawee shoes awee i tris Err kane ESEA 231 Problems changing skillset properties 0 00 0 cee eee eee 231 Problems viewing skillset setti
82. GUNG is cascs2cdg rest ne eeeeeaeeseeearsebuteetecedeeedes 58 Seting p CLDONIS Routing sresti rori 6 Se keen kbd Gee see AIRERA eS 59 Examples of using CLID DNIS Routing 0200c eee eee 59 CLID DNIS Routing Table properties 0000 cece 60 Changing a CLID DNIS Route 2 0 00 cece ee 62 Assigning an agent to a skillset 0 0 00 cee eee 63 Dynamic Agent PHONO acu ccna eS wren Sa eben wanker ERE EEA EEA 63 Changing an agent s priority ina skillset 0 0 00 c cee eee 65 Unassigning an agent from a skillset 00 20 cee eee eee 66 Viewing agems INA Skillset cccckekscnede kan endeeeeeak edeee Saas ae kee a Rede 66 Enabling 6 SRST sci c dence eaten e arin a geste mae RAR a hee ana Re Ea ke ea aed 67 DAS SRO os aoe wide aaa e de ew ations meneame lOusla don ear EEE ths 67 DRCONNGUINE SKIS sosire rid pee kowerabGeeenedateerangecaaue seu ers 68 AOAC OBIT ay fSh 4 ASE PRS SE EE LSS S Sk SA s SERN SEER ERAS RRA 68 Chapter 6 Setting up skillset mailboxes 0 0 cece eee 71 APGULSalset Mab 6524 08 r der tareae bend ewaseebbueteatsoenasagwe 71 Determining a skillset mailbox number 0 200 ce eee eee eee 71 initalizing a skillset MAIDOX gt crer cee dee dA ade eee Rhoads i aawe ead s 72 Opening a skillset Mailbox 2 c0ciee ed eeee sense oetee dee ee cde rer kimani 74 Opening a skillset mailbox remotely 0 00 c cece e eee eee 74 Skillset Mmalhox PASSWOR sci ckedee beb
83. I DN skillset property NN40170 301 235 Chapter 19 Avaya NES Contact Center Programming Record For this programming task see on page Record the Feature Codes used by Avaya NES Contact Center Feature Codes 236 Record the line information for lines answered by Avaya NES Contact Center Line answering 246 Record the Operator and Business Status settings Operator Business Status 236 Record the number of reserved channels the Primary and General Avaya NES Secondary Alert times and the Master Client Address Contact Center properties 236 Record agent ID agent name supervisor status and skillset for Avaya NES Contact each agent Center agents 240 Record Control DN skillset name MWI ext Method Break Time Avaya NES Contact and Delay Answer time limit Center skillsets 237 Avaya NES Contact Record greeting numbers and information about them Center Greetings 237 Record the Intelligent Overflow Routing parameters for each Intelligent Overflow skillset Routing 239 Record agents assigned to the skillsets Skillset assignments 241 Record the skillset mailbox name skillset mailbox number MWI extension and skillset mailbox password Skillset mailboxes 242 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 243 Record Caller Input Rules Caller Input Rules 244 Intelligent CLID DNIS Record CLID DNIS Routing Routing 245 Record Line Answering d
84. 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 in wav format if you want to edit the sound file on your computer NN40170 301 Chapter 8 Recording Avaya NES Contact Center greetings 117 To export a previously recorded greeting Start CallPilot Manager Click the Contact Center heading Click the Greetings link The Contact Center Greetings page appears 4 Click the Voice link for the number of the greeting you want to export The page you can export a greeting from appears 5 At the Export option click either the Native Encoding or WAV Encoding link The File Download dialog box appears 6 Click Save this file to disk and Click OK The Save As dialog box appears 7 From the Save in list box navigate to where you want to save the file and click Save Intelligent Contact Center Set Up and Operation Guide 118 Chapter 8 Recording Avaya NES Contact Center greetings NN40170 301 119 Chapter 9 Setting up Intelligent Routing About Intelligent Routing Intelligent Routing gives you tremendous flexibility in controlling how calls are routed Intelligent Routing includes these methods for moving a call based on various conditions Intelligent CLID DNIS Routing Intelligent Caller Input Routing Basic the ability to route calls according to Multimedia Contact Center CLID ANI DNIS ISDN Calling Nu
85. Intelligent Contact Center Set Up and Operation Guide 114 Chapter 8 Recording Avaya NES Contact Center greetings 4 Inthe Connect to box type the extension number or telephone number you are using to record the greeting For a local extension 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 voicemail system For example you might need to dial 9 the area code and then the telephone number For a telephone number that is not a local extension the number you dial must use a destination code For more information about destination codes see your telephony System Administrator 5 Click Dial The telephone rings 6 Pick up the handset Do not use Handsfree Click Record After the tone record your greeting 7 After you finish recording click Stop NN40170 301 Chapter 8 Recording Avaya NES Contact Center greetings 115 8 To listen to the recording click Play or to save the recording click Save The recording replaces a previously recorded greeting 9 Click Close and replace the telephone handset Note You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset The next time you use Play or Record the phone number shown in the Connect to box is dialed You do not need to hang up each time The connection remains for several minutes even if you close the page You can access anot
86. N or the IP address of the Avaya Business Communications Manager e If you have no firewall or you use the Avaya BCM as the firewall enter the external IP address of your BCM system e If you use a dedicated firewall proxy server enter its external IP address For more information about Avaya BCM see the Avaya Business Communication Manager 5 0 Configuration Telephony Reserved channels Reserved channels are voice channels that are reserved for use by Avaya NES Contact Center If you reserve channels you ensure that callers are played skillset greetings and CallPilot does not use all of the voice channels A reserved channel is used when e a Contact Center greeting plays to a caller e Off premise Message Notification notifies you that there is a message in a skillset mailbox Avaya NES Contact Center Reporting properties Address The Avaya NES Contact Center Reporting properties let you control who can access Reporting for Contact Center and whether information from the data stream is collected Note Avaya NES Contact Center Reporting properties Address appears only if gt you have Reporting for Contact Center enabled Note When using the CCRSAppSvrCfg application you must right click and use Run as Administrator for Windows Vista Intelligent Contact Center Set Up and Operation Guide 168 Chapter 13 Setting up Avaya NES Contact Center general properties Supervisor Help Request Timeout The Su
87. Ns You can renumber the Skillset DN to place it within the application DN range For more information about renumbering DNs in Avaya BCM see the Avaya Business Communications Manager 5 0 Configuration Devices NN40170 301 207 Chapter 17 Examples of Avaya NES Contact Center configurations There are many ways to set up Avaya NES Contact Center in your company Here are two examples of how one business configured Contact Center to meet its changing needs e Avaya NES Contact Center with Reporting on page 207 e Multimedia Contact Center on page 221 Avaya NES Contact Center with Reporting A year after they installed Avaya NES Contact Center Mosaic Hardwood Flooring moved to a larger location and expanded their team to 33 members They now have one PRI trunk which lets them handle more calls Mosaic wants to upgrade their Contact Center to keep up with their increased call volume They want to be able to direct calls to sales customer service preferred customers and installation bookings They want to track how many of each type of call is being received each week and they want to tell callers on hold what the Expected Wait Time is Mosaic has seven on site and two off site sales representatives There are two staff members who book installations and two staff members who track service requests The installation team has expanded to 20 members Three senior sales people handle the preferred customers calls On
88. OICEMAIL SYSTEM CONFIGURATION REPORT Date 2006 01 22 System Options Version 41 01 14 22 Bilingual N Primary Lang NAEng Alternate Lang NAEng North American English Canadian Pronunciation Group Lists Y Leading Digit 9 Return to AA N Touchtone Gate none Custom Greeting 1 Voicemail Enabled Y 4 To print the report click Print 5 When you are finished printing or viewing the report click Close NN40170 301 173 Chapter 14 Monitoring Avaya NES Contact Center call activity Monitoring call activity You can monitor call activity in two ways at your contact center e Monitoring agent calls with Silent Monitor e Monitoring skillsets on page 178 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets 9 0 9 e Monitor agent calls Qj 6 NOTE To use p 0 6 you must program it to a memory button and press the 9 0 EJ memory button to monitor agent calls To program a memory button see Programming a memory button with a Feature Code on page 36 Monitoring agent calls with Silent Monitor When you monitor calls as a Silent Monitor you are not detected by the agent or callers 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 reesta
89. Off premise Message Notification parameters on page 92 for more information about parameters If you want to change the time or message type parameters use the procedure To change the time range or type of message parameters on page 101 If you want to change the destination type see the procedure for the destination type To change the destination type see from a phone to an extension pager or another phone number page 103 from a pager to an extension or phone page 105 from a phone or extension to a pager page 106 To change the time range or type of message parameters 1 Press Qj Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Intelligent Contact Center Set Up and Operation Guide 102 Chapter 7 Off premise Message Notification 2 If you use the CallPilot interface e Press B 6 to open the Mailbox Tools e Press NOTIF or 2 to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Msg notify 3 Press ADMIN or 1_ to set up Off premise Message Notification ADMIN SELECT Notify lt x gt 4 Press NEXT CHNG If you want to change the destination type see To change the destination type on page 101 for the appropriate procedure
90. Press CHOOSE or to select a greeting Press PRIME or to select the Primary mailbox greeting and go to step 7 or press ALT or to select the Alternate mailbox greeting and go to step 6 If you choose the Alternate mailbox greeting you are asked whether the mailbox can accept messages Press CHNG or to toggle from yes to no or press OK or to accept Press 4 to end the session Recording a Personalized skillset mailbox greeting If your Contact Center subscribes to Caller ID you can record a maximum of three Personalized greetings for each skillset mailbox For Personalized skillset mailbox greetings you program Avaya NES Contact Center to recognize a specific telephone number The Personalized skillset mailbox greeting plays only for a call from the specific telephone number NN40170 301 Chapter 6 Setting up skillset mailboxes 81 If you record a Personalized greeting program the skillset mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greetings If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Hi John You have reached the Sale
91. RSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS 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 di
92. Set Up and Operation Guide 106 Chapter 7 Off premise Message Notification Start lt start time gt 9 CHNG Stop lt stop time gt 10 CHNG Msg type new 11 CHNG OK Msg notify 12 ADMIN SELECT Press CHNG or to change the start time or press NEXT or to accept the start time Press CHNG or to change the stop time or press NEXT or to accept the stop time If you want to change message notification press CHNG or if you want to be notified only when the skillset mailbox receives an urgent message Press OK or f Press to end the session To change the destination from phone or extension to pager 1 2 Msg notify ADMIN SELECT Notify lt x gt 4 CHNG Destination PHONE EXT Press eJBJEJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIN or to change Off premise Message Notification The displays show a review of the first destination type and destination number Press CHNG or 1 to change the destination type and the destination number lt x gt represents the type of destination phone or extension Pres
93. Table list Click Close to return to the Caller Input Rules Tables page Clearing a Caller Input Rule Table If you clear a Caller Input Rule Table you delete all the rules and rule length information from the table To clear a Caller Input Rule Table 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Clear link for the table you want to clear A message appears that asks you to confirm the deletion Click OK Intelligent Contact Center Set Up and Operation Guide 160 Chapter 11 Creating Caller Input Rules NN40170 301 161 Chapter 12 Line administration Before Avaya NES Contact Center can answer an incoming line you must assign the line to be answered by an Avaya NES Contact Center skillset Refer to Intelligent Contact Center Capacities for BCM450 on page 16 and Intelligent Contact Center Capacities for BCM50 on page 18 for information on how many lines you can configure for your contact center For each line that you want Avaya NES Contact Center to answer you assign e the line to be answered by Contact Center e the skillset that calls on this line go to e the number of rings before the line is answered You can record your line answering information in the table Line answering on page 246 Setting the Answer Lines status The Answer Lines status determines whether Avaya NES
94. To add a Greeting step 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillsets List page appears Skillset List Skillset Name 1 Sales 2 Products 3 Help 4 Service CDN 232 233 234 235 Status Commands Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Intelligent Contact Center Set Up and Operation Guide 140 Chapter 10 Setting up Routing Tables 4 Click the Day or the Night link for the skillset to which you want to add a greeting step The Day or the Night Routing Table page appears Day Routing Table Skillset T This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands End Insert Close 5 Click the Insert link The Routing Step page appears 6 Atthe Step Type option from the Greeting list select the greeting you want to use or if you want to use Expected Wait Time greetings select EWT Greeting Table and from the list select the EWT Table you want to use If you have entered a greeting caption for the greeting or the EWT Greeting Table the caption name appears 7 Ifyou want the caller to listen to the entire message
95. Transfer to extension skillset mailbox more information Night Routing Table steps Step Information Commands 1 Transfer to Extension 238 Insert Modify Delete End Insert Close Service Mode Skillset Service Mode Skillset Ahr Day Start Time Night Start Time ihh mm 24 Hour hh mm 24 Hour Format Format Monday 0 08 00 Service luesday Us UU Wednesday 08 00 Thursday 08 00 Friday nan Saturday 10 00 Sunday 10 00 Submit Cancel Overflow Overflow Rule Table Skillset 4 Rule Mode Condition Action Commands 1 24 Hour No Agents Skillset Mailbox 235 Insert Modify Delete Move End Insert Close NN40170 301 Chapter 17 Examples of Avaya NES Contact Center configurations 221 Multimedia Contact Center Mosaic Hardwood Flooring wants to enhance their webpage to be voice enabled They send an e mail to select customers with the latest information about new products and specials The message has with an HTML link that links customers to Mosaic Hardwood Flooring staff Mosaic also puts voice enabled HTML links on the web pages of their sponsors To meet the new load on the Avaya NES Contact Center Mosaic hires three new staff members as Multimedia Contact Center agents These agents take only Multimedia Contact Center calls Here is how Mosaic configures their Avaya NES Contact Center General properties on page 221 Activity Codes on page 222 Lines on page 2
96. a skillset mailbox Must change pswd Pswd RETRY OK Again RETRY OK Record name RETRY OK Accept name RETRY PLAY lt Skillset name gt 1 2 Press e eJa Log on by following the voice prompts Use the skillset mailbox number and 0 0 0 0 J the default password This display appears briefly to indicate that you must change the password Enter a new skillset mailbox password from four to eight digits long that does not start with zero Press OK or f Reenter the skillset mailbox password and press OK or At the tone record the skillset mailbox name in the Company Directory Do not use handsfree Include the skillset mailbox number in the recording For example Sales mailbox 5813 Press OK or to end the recording Press OK or to accept the recording or press PLAY or to listen to the recording or press RETRY or to re record your name The recorded name plays and the skillset mailbox name is displayed The skillset mailbox name is the name you entered when you set up the skillset properties Press to end the session Intelligent Contact Center Set Up and Operation Guide 74 Chapter 6 Setting up skillset mailboxes Opening a skillset mailbox You can open an initialized skillset mailbox from e your extension e another extension e an outside tone dial telephone To open a skillset mailbox Norstar Voi
97. ach skillset has a mailbox that stores messages left by callers A skillset mailbox is created automatically when you set up a skillset There is one skillset mailbox for each skillset The skillset mailbox number is the same as the Control Directory Number CDN of the skillset Skillset mailboxes have these Class of Service settings they use the primary prompt language their maximum message time is 15 minutes their maximum message length is three minutes their maximum message retention is 30 days they have a maximum greeting length of one minute The default Class of Service for skillset mailboxes is 1 To prepare a skillset mailbox to receive messages know the skillset mailbox number CDN of each skillset mailbox If you do not know the skillset mailbox number see Determining a skillset mailbox number on page 71 initialize the skillset mailbox record the skillset mailbox greetings You can use the table Skillset mailboxes on page 242 to record the skillset mailboxes you set up Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox The skillset mailbox number is the mailbox s Control DN If you know the skillset mailbox number you can initialize the mailbox Refer to Initializing a skillset mailbox on page 72 Intelligent Contact Center Set Up and Operation Guide 72 Chapter 6 Setting up skillset mailboxes To determine a skillse
98. act Center Set Up and Operation Guide 54 Chapter 5 Setting up skillsets Skillset properties Skillset The number between 1 and 50 that is assigned to the skillset If you have a Avaya BCM50 the number between 1 and 30 Control DN The Control Directory Number is the extension associated with the skillset Incoming calls transfer to the CDN of each skillset from extensions the Automated Attendant or Custom Call Routing The CDN is the skillset mailbox number To determine which Control DN to use refer to Assigning DNs on page 206 Name The skillset name is displayed e on Contact Center displays to identify the skillset e in reports e as the skillset mailbox name The skillset name can be a maximum of 16 characters If you do not enter a name the skillset name defaults to SK LLn where nis the skillset number The name for each skillset is the same as the skillset mailbox name MWI DN Message Waiting Indication extension The Message Waiting Indication extension is an optional phone number that indicates that a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox The MWI DN defaults to None If you forget the MWI extensions for a skillset mailbox you can view the MWI extensions by using the procedure Determining a skillset mailbox number on page 71 Note If you plan to use Att
99. aiting Calls Monitoring calls The status of calls waiting is shown by the flash rate of the indicator For more information see Skillset properties on page 54 Record a Call ele e record an active telephone call The recorded message is usually placed in your mailbox With appropriate setup the call can also be placed as a wav file in a network location Professional Call Recording 0DE record an active call a three party conference call a multi party conference call a Meet Me Conferencing conference call a privacy conference call or a silently monitored call for hunt groups or Contact Centers The feature delivers the recorded call as a WAV file together with the call log data to an email address or it is streamed to a server Professional Call Recording works through the provisioning of recording rules which the system administrator configures Note While you are using a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature session Intelligent Contact Center Set Up and Operation Guide 40 Chapter 3 Using Feature Codes NN40170 301 41 Chapter 4 Setting up Contact Center agents Agents handle the calls in your Contact Center Supervisors are agents with additional capabilities Supervisors can monitor calls between agents and callers Active agents are agents who
100. an agent puts one call on hold and answers another call you can monitor only the currently active call When the agent switches back to the first call this becomes the active call that you are monitoring Using VoIP telephones Silent monitoring is not recommended if both of the parties being monitored are on an IP device that is if your Contact Center uses both IP trunks and agent IP sets or if the caller is using an IP set If the agent is on an IP set and the caller is on an IP trunk there is a noticeable interruption in audio for approximately 1 second when supervisor monitoring starts This is noticeable to the agent and the caller On systems that do not have IP trunks and IP agents this does not occur Digital Mobility sets You cannot monitor agents who are logged on to Digital mobility sets ISDN sets You cannot monitor agents who are logged on to ISDN Integrated Services Digital Network sets Maximum number of conference bridges If the maximum number of simultaneous conference bridges 6 are being used when you try to start a monitoring session your display shows No conf avail Transferred calls If you are monitoring an agent and they transfer a call you no longer hear the call Intelligent Contact Center Set Up and Operation Guide 178 Chapter 14 Monitoring Avaya NES Contact Center call activity Monitoring skillsets Use 6 Display Waiting Calls to view informa
101. an extension external number mailbox operator Auto Attendant or CCR Tree If you choose Transfer to Auto Attendant and have a CCR Tree assigned to the Auto Attendant Greeting Table the call automatically transfers to the Home node of the CCR Tree The Contact Center caller will not hear the Auto Attendant greeting If you want the caller to hear the Auto Attendant greeting when you choose Transfer to Auto Attendant as a step in the greeting table select one of the following methods Choose Transfer to Auto Attendant and set the CCR Tree to None in the Auto Attendant greeting table setup Choose Transfer to Auto Attendant and assign a CCR Tree to the Auto Attendant greeting table Record the prompt of the CCR Tree Home node so it is the same as the Auto Attendant company greeting that is skipped when the caller is transferred to Auto Attendant Insert a Contact Center greeting step right before the Transfer to Auto Attendant step in the skillset routing table This Contact Center greeting would be recorded the same as the Auto Attendant company greeting NN40170 301 Chapter 10 Setting up Routing Tables 143 e Create a specific Auto Attendant table and CCR tree for Contact Center callers that transfer to Auto Attendant To add a Transfer step 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Click the Day or the Night link for the skillset you wan
102. anager 2 Click the Contact Center heading NN40170 301 Chapter 13 Setting up Avaya NES Contact Center general properties 169 3 Click the General Properties link The Contact Center Properties page appears Enable Caller ID Dialed Number Contact Center Properties CC Reporting Server Password seccecce Confirm Password Enable CC Reporting Data Stream MMCC Public Hostname 127 0 0 1 Reserved Channels 1 v Supervisor Help Request Timeout 12 seconds Supervisor Help from all skillsets agent s skillsets only Caller Name with number backup Caller Number only Dialed Number None Submit Cancel If you use Avaya NES Contact Center Reporting in the CC Reporting Server Password box type the password that Contact Center Reporting users must enter to collect data Type the password again in the Confirm Password box If you use Avaya NES Contact Center Reporting select the Enable CC Reporting Data Stream check box to enable reporting data to be collected In the MMCC Public Hostname box enter the appropriate public host name for your system The MMCC Public Hostname can be an FQDN or the IP address of the Avaya Business Communications Manager From the Reserved Channels list box select the number of voice channels you want to reserve for Avaya NES Contact Center From the Supervisor Help Request Timeout list select a value between 1 and 60 seconds The default
103. ange the destination from pager to phone or extension Msg notify ADMIN SELECT Modify pager CHNG Destination PHONE EXT lt XXXX gt RETRY ox Notify lt x gt CHNG More dest YES NO Press Q ej f J Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIN or 1_ to change Off premise Message Notification The displays a review of the first destination type and destination number Press CHNG or to change the destination type and the destination number Choose the type of destination number press PHONE or to choose a phone number destination or press EXT or to choose an extensiondestination Enter the destination number you want to set up Off Premise Message Notification for lt x gt represents the destination number Press OK or to accept the destination number or press RETRY or to re enter the number Press NEXT or to continue Press YES or if you want to set up another destination and repeat steps 6 through 8 or press NO or if you do not want to set up another destination Intelligent Contact Center
104. anging Off premise Message Notification 00 0c e eee eee 101 Deleting a destination number 0 0 00 cee eee 108 Adding a destination NUMDEN lt i 04 2 ia0sseees Leese Rade eo eh eWeS ER GR oe Res 109 Turning Off premise Message Notification on or Off 0 000 eee 110 Chapter 8 Recording Avaya NES Contact Center greetings 111 About Avaya NES Contact Center greetings 0 0 0 e eee eee 111 Examples of Avaya NES Contact Center greetings 20 000 eee 111 Recording a Avaya NES Contact Center greeting 20000 eee eee 112 Importing a Contact Center greeting 0 00 c eee 115 Exporting a Contact Center greeting 020 cece eee eee 116 Chapter 9 Setting up Intelligent Routing 0 200 c cece eee eee 119 About inteligent Routing sii chow edie cdkey Sod coe eee eba ema des 119 intelligent Overlow RONG seq ccs pb oteece a eee edad kr TO eeater ee ee eeaw eA 119 Examples of Intelligent Overflow Routing rules 00000 cee eee eee 121 Assigning Intelligent Overflow Routing to a skillset 0 0 0 0 0 0 cee eee 125 Moving an Intelligent Overflow rule 00 000 ce 127 To delete an Intelligent Overflow Rule 000 c eee ee eee 129 Intelligent Contact Center Set Up and Operation Guide 10 Contents Chapter 10 Setting up Routing Tables 00 cece eee eee eee eee 131 MOU MOUND TADES 6 base wed ob Erare he
105. anguage Support 10 Greek Greek Language Support 11 Norwegian Norwegian Language Support 12 Portuguese Portuguese Language Support ne Edit View Insert Format Tools Data Window Help gt fai ote o Ax JO oo tel sma acne oo ae H19 he eee A B C D E F G H al 3 Sales Support Support for sales 4 Help Calgary Help Desk 5 SME Subject Matter Experts 6 French French Language Support 7 German German Language Support 8 Spanish Spanish Language Support g Italian Italian Language Support 10 Greek Greek Language Support 11 Norwegian Norwegian Language Support 12 Portuguese Portuguese Language Support Id bI New Activity Codes Sheet2 Sheet3 ll E EE E m Ready T T EE To import a list of Activity Codes 1 Click the Contact Center heading and click the Activity Codes link The Activity Codes page appears 2 Click Import Intelligent Contact Center Set Up and Operation Guide 200 Chapter 15 Activity Codes The Importing Activity Codes dialog box appears Logout _ p Importing Activity Codes Load Activity Code From Add More Codes Replace Duplicate Codes 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 3 Inthe Load Activity Code From box enter the path of the file you want to import or click Browse and locate the file 4 Choose the Append o
106. ant to set up another destination number Press NEXT or to accept the start time that you entered or press CHNG or to change the start time Press NEXT or to accept the stop time that you entered or press CHNG or fi _ to change the stop time NN40170 301 Chapter 7 Off premise Message Notification 95 Msg type new CHNG ox Msg notify ADMIN SELECT 16 Press OK or if you want to be notified when the skillset mailbox receives a new message or press CHNG or fi if you want to be notified only when the skillset mailbox receives an urgent message 17 Press to end the session To set up Off premise Message Notification to an extension Msg notify ADMIN Destination PHONE EXT Ext RETRY Accept lt x gt RETRY Start hhmm RETRY OK lt start time gt RETRY AM Press eJBJEJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIN or to set up Off premise Message Notification Press EXT or to choose an extension as the destination Enter the destination number and press OK or f
107. are logged in to one skillset or a combination of skillsets For example if Agent 1 is logged in to skillset 1 then one agent is active If Agent 1 is logged in to skillset land skillset 2 then one agent is active If Agent 1 and Agent 2 are logged into skillset 1 then 2 agents are active If Agent 1 Agent 2 and Agent 3 are logged into skillset 1 then three agents are active About adding agents Before you can add agents to your Contact Center you must purchase and enable a keycode for the number of agents that you want to add The number of agents you can add to your Contact Center is determined by the number of agents the keycode enables For information about enabling a keycode see Enabling keycodes on page 27 For more information about Contact Center agents see the Contact Center Agent Guide NN40040 101 Intelligent Contact Center Set Up and Operation Guide 42 Chapter 4 Setting up Contact Center agents Agent properties Agent ID Each agent is assigned a unique ID number Contact Center assigns the lowest available ID number You can assign a different ID number Statistics are collected and reported for each ID number For more information about statistics see Monitoring call activity on page 173 and the Reporting for Contact Center Setup and Operations Guide Name The agent name can be a maximum of 13 characters If you do not enter a name a default agent name appears as the word Agent and the
108. ation 5 Press PHONE or 1 to choose another phone number destination PHONE EXT Gt press EXT or to choose an extension destination or press PAGER or to choose a pager number destination lt x gt 6 Enter the destination number and press OK or RETRY OK The destination phone number cannot be longer than 30 digits Accept lt xxxx gt 7 Press OK or to accept the destination number RETRY OK r press RETRY or to re enter the destination number Notify lt x gt 8 Press NEXT or to continue CHNG a press CHNG or to change the destination and repeat steps 6 through 8 More dest 9 Press YES or 1 if you want to set up another destination number YES NO or press NO or if you do not want to set up another destination number Intelligent Contact Center Set Up and Operation Guide 104 Chapter 7 Off premise Message Notification Start lt start time gt 10 Press CHNG or i to change the start time CHNG es press NEXT or to accept the start time Stop lt stop time gt 11 Press CHNG or 1 to change the stop time CHNG bi press NEXT or to accept the stop time Msg type new 12 If you want to change message notification CUNG OK press CHNG or if you want to be notified only when the skillset mailbox receives an urgent message Press OK or f Msg notify 13 Press 4 to end the session ADMIN SELECT NN40170 301 Chapter 7 Off premise Message Notification 105 To ch
109. ation 203 skillset mailbox 204 206 Transfer 229 to Auto Attendant 20 to CCR 20 to Operator 20 to skillset mailbox 20 Transfer Allowed enabled 138 Troubleshooting agent log on problems 228 call processing problems 232 cannot change the Contact Center Skillset Parameters 231 enabling a skillset 231 skillset settings 232 slow call processing 232 unpredictable call processing 232 Two line display telephone using 30 U Unassigning agents 66 Unconfiguring a skillset 68 Using Intelligent Overflow 119 V Viewing agents in a skillset 66 Voice channels 167 NN40170 301
110. ature Code on page 36 For more information about Break Time refer to Break Time on page 54 Note While you use Not Ready you still receive non Contact Center intercom and transferred calls To use Not Ready 1 Press JOJEB Make Not Ready appears on the display If you press 4 QJ OJ 8 and Break canceled appears on the display you canceled the Break Time that the Contact Center Administrator programmed for you You must press QJ 0 8 again to activate the Not Ready feature If you press 9 0 8 and Agent active appears the Not Ready feature was on and you canceled it Press Q 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing OjB If Not ready appears press 4 9 0 8 again Not Ready is automatically enabled if you do not answer your telephone and if this option is configured in Contact Center Programming Not Ready to a memory button You can have convenient one button access to Not Ready if you program a memory button with the Not Ready Feature Code If the memory button you choose has an indicator the indicator shows your busy status e Ifthe indicator is off Not Ready is off e Ifthe indicator is on Not Ready is on e Ifthe indicator is flashing the Break Time feature is on For information about programming a memory
111. back in the available state after a pre configured timeout The agent must first be in a Not Ready state before using this feature Select Manual Not Ready Timeout if you want the agent to manually place themselves back in the available state after a pre configured timeout Select Audible Not Ready Notification Interval if you want to extend the Not Ready Timeout feature The agent is notified through the telephone set when they are in the Not Ready state From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout If you use Activity Codes from the Activity Code Entry Type list box select Optional or Prompted The default is Optional Select Record a call if you want to record an active call If you want to change the record call setting select Disabled Announced or Silent from the Record a call drop down list The default setting is Disabled In the Max Message Length box type the maximum length of the recorded message if you choose to record a call Select the Destination of the recorded call An SFTP destination appears only if Intelligent Call Center ICC keycode is installed SFTP destinations can be specified using Busines Element Manager When a system administrator defines an SFTP folder as a storage location on the network these storage locations must be on an SCP server Avaya BCM supports OpenSSH 3 7 Note BCM does not support secure file transfer protocol SFTP as element
112. ble On the Skillset List page in the Status column the skillset changes from Disabled to Enabled A message appears that says what Service Mode the skillset is in Note To change the Service Mode of a skillset see Setting the Service Mode for skillsets on page 146 Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines If you disable a skillset no new calls go to the skillset Any calls that are in the skillset get distributed until the calls are ended To disable a skillset 1 Start CallPilot Manager 2 Click the Contact Center heading Intelligent Contact Center Set Up and Operation Guide 68 Chapter 5 Setting up skillsets 3 Click the Skillset List link The Skillset List page appears 4 Click the Disable link for the skillset you want to disable A message appears that asks you to confirm the request to disable the skillset 5 Click OK On the Skillset List page in the Status column the skillset changes from Enabled to Disabled Unconfiguring a skillset You must disable a skillset if you want to change the skillset properties or administer the lines Before you unconfigure a skillset 1 Disable the skillset by following the procedure Disabling a skillset on page 67 2 Unassign any lines that are assigned to it by following the procedure Configuring lines on page 162 Warning If you unconfigure a skillset
113. bled so that callers can direct how they transfer their Calls NN40170 301 Chapter 10 Setting up Routing Tables 139 Intelligent Caller Input Routing Advanced Intelligent Caller Input Routing Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multidigit DTMF input Callers enter a sequence of DTMF digits such as a charge card number or passcode The caller input is used to determine call treatment Based on the caller input the call can change in priority and or be routed to e the Automated Attendant e the Operator e the skillset mailbox e aCCR Tree e amailbox e anextension e an external number e another skillset Intelligent Caller Input Routing Advanced parameters e Retries is 0 5 default is 2 This is the number of times a Data Entry step repeats itself on a caller entry error e Number of Caller Input Rule tables is equal to the number of available skillsets No Intelligent Caller In Routing put While the greeting plays callers cannot press a dialpad button to transfer their call Contact Center ignores buttons pressed on the dialpad The greeting plays without interruption This is the default setting At the end of the greeting the caller goes to the next routing step If there is no next step the call ends Adding a Greeting step Greeting steps play a message to waiting callers
114. blish the monitoring session You must be logged on before you can monitor calls Note While you monitor an agent s calls you monitor all of their calls including their personal calls 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 You must program a memory button with R 0 6 J and then press the 9 0 memory button to monitor calls If the memory button you choose has an indicator the indicator shows your log on status Call Center calls are not sent to you while you use 2 0 6 Intelligent Contact Center Set Up and Operation Guide 174 Chapter 14 Monitoring Avaya NES Contact Center call activity Setting up Silent Monitor on your system For monitoring to be silent you must set up Silent Monitor on your system If you are not familiar with this procedure ask your system administrator to set up Silent Monitor To set up Silent Monitor on Avaya Business Communications Manager Note If you are using a Avaya Business Communications Manager system see the gt Avaya Business Communications Manager 5 0 Configuration Telephony for information about setting up Silent Monitor For monitoring to be silent you must set up Silent Monitor in Business Element Manager To do this you must be familiar with using the Avaya Business Communication Manager Business Element Manager If you do not have ac
115. caed i eeen seed Se EEE 75 Changing a skillset mailbox password 00 000 eee eee eee eee 75 NN40170 301 Contents 9 Resetting a skillset mailbox password 0 00 c eee ete eee 76 Recording skillset mailbox greetings 00 cee eee eee 77 Examples of Primary and Alternate greetings 0 0 eee eee 77 Choosing a Primary or Alternate skillset mailbox greeting 05 79 Recording a Personalized skillset mailbox greeting 0 eee eee 80 Deleting a Personalized skillset mailbox greeting 0c eee ee eee 82 Checking skillset mailboxes for messages 0000 cece eee 83 Playing skillset mailbox messages 00 cece eee eee 84 Retrieving erased messages cece ee tee eee 87 Replying TA INESSRGSS 1c ees ce char ks eke eee ee eeEes eee WHERE eEaee ees ES 88 Repiying to an internal caller sioe Se wkd ok ee pins eel eek ek ane Abe ee 88 Replying to an external caller 0 00 cee ees 89 Chapter 7 Off premise Message Notification 200 0c eee eee eee 91 About Off premise Message Notification 0000 c eee ee 91 Assigning an outdial method to a skillset mailbox 000000 eee eee 92 Off premise Message Notification parameters 0 000 e eee e eee 92 Setting up Off premise Message Notification 0 0 0 cece eee 93 About setting up Off premise Message Notification to a pager number 96 Ch
116. call is dropped You must end every call by pressing the Power off End Call key to release the system resources e 12001 Avaya recommends you do not use Automatic Answer for i2001 telephones or use the 12001 for supervising agents unless you use a telephone handset The i2001 does not support Handsfree or a headset e 42002 and i2004 IP deskphones If you connect the headset before you initialize the phone calls are heard over the speaker If you initialize the IP deskphone before you plug in the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the IP deskphone Every time you reconnect the headset you must initialize the headset NN40170 301 Chapter 18 Troubleshooting Avaya NES Contact Center 231 Meridian and Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset Business Series Terminals If you connect the headset before you connect the telephone cable to the phone jack calls goes to the handsfree speaker If you plug in the telephone before you connect the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the set Every time you reconnect the headset you must initialize the headset Avaya 7316E Digital Deskphone This type of telephone supports Automatic
117. ce Mail 1 Press Q e fi Pswd 2 Enter the skillset mailbox password and press OK or OTHR RETRY ot if you are at another extension or if you are using a Guest mailbox press OTHR or to display the Log prompt When this prompt appears enter the skillset mailbox number and password 1 new 1 saved 3 After you open the skillset mailbox the telephone PLAY _ REC display shows how many new and saved messages are in the mailbox To open a skillset mailbox Avaya CallPilot 1 Press Q 8 f J Mbox 2 Press RETRY on oe if you are at another extension enter the skillset mailbox number and then press OK or J Pswd 3 Enter the skillset mailbox password and press OK or RETRY OK i Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone e Ifa skillset mailbox is a Mailbox node in a CCR Tree press the one digit number and you automatically transfer to the skillset mailbox or NN40170 301 Chapter 6 Setting up skillset mailboxes 75 e Call an Operator receptionist or subscriber and ask them to transfer you to the skillset mailbox number using eJBeJE6J e After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press B 8 e At the voice prompt enter the skillset mailbox number and password and press f Follow the voice prompts To open a skillset mailbox directly from a
118. cess to the Business Element Manager ask your system administrator to set up Silent Monitor 1 In Element Manager on the Task Navigation panel click the Configuration tab The configuration folders display Click the Telephony folder and then click the Global Settings folder Click the Advanced Features task Click the Silent Monitor heading From the Monitoring Mode list box select Silent In the Number of SM sets box enter the number of sets you want as supervisory telephones In the SM Password box enter a six digit password O N Oa RAON Log off Element Manager Note If the Silent Monitor setting is set to non silent you hear a conference tone at the start of calls that you monitor therefore monitoring isn t silent Note In the UK the default for Silent Monitor is non silent In North America the default is silent NN40170 301 Chapter 14 Monitoring Avaya NES Contact Center call activity 175 Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone and you are using Silent Monitor from your main telephone the telephone that you have programmed as your Answer DN telephone rings briefly when you monitor an agent who is not on a call and the agent answers or places a call you start to monitor an agent who is on an active call you monitor an agent who puts a call on hold and answers another call or unholds the original call Monitoring tips More than
119. cksteccesuseesobasesbasesseednceade 35 Feanie ee st ea ia es en i A eee ae eee 35 Programming a memory button with a Feature Code 0 00 nee eee 36 Feature Codes used by Contact Center Administrator and Supervisors 37 Feature Codes used by Avaya NES Contact Center agents 5 38 Intelligent Contact Center Set Up and Operation Guide 8 Contents Soon Feature CodeS 2 45 pod peahie rattia eee odd ARENE ENR 38 Chapter 4 Setting up Contact Center agents 00 ccc e eee eee 41 ADOUtaAdONG CNS IN ace deans trernen ere es ea idee aint bus draenei 41 Agent Properties ccccicwesiesevceseiveebicieeeereteedeeteewiviasaneewe 42 Adding an agent Ora SUPSIVIEO cis ciass cessed eo ib ehs een seeen Pease beds 44 Adding more thari one AGEN cs sacceren cher sa sesee beeea RR eKa dhs cede awe 46 Changing agent iNOrmaAtON 2260226600 ccs eseeteegeeeteeec cues beneeaewas 48 Resetting an agents password 2 02025 6000s eee ede eee ee 50 BoE IE A Scpcciecen AELE TT TEE need teede see aenne nud 50 Forming ah agenton 2 i gee be hie dG ORE IONE AE eRe 51 Chapter 5 Setting UP SKNISEIS 2 2 ccssccccansi casi seacieesesnesen aed veda ee 53 PEGUL GWG snavenecnehta ceded wei gal demeb ened Koeedatanys ET 53 How incoming calls are sent to a skillset 0 0 cece eee 53 Skillset properes onus ti ow bor kaeaea e he boeken neodbaweroeuw dee ns 54 Setting up or changing a skillset 00 00 cece ee 56 Seng Gb DID
120. ct Center does not answer the call Greeting step parameters You can assign these parameters to greeting steps If the first step in a routing table is a Greeting step it can detect fax calls and route them to the skillset mailbox for the routing table For more information see Fax Detection on page 131 Forced Play Enable Forced Play for a greeting that contains important information that you want callers to hear If an agent becomes available while a caller is listening to a Forced greeting the greeting is not interrupted The caller must listen to the entire greeting If you do not enable Forced Play when an agent becomes available the greeting is interrupted and the call goes to the available agent Limit the number of Forced Play greetings and keep Forced Play greetings as short as possible Long Forced Play greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times For more information see Routing Table administration on page 204 Intelligent Caller Input Routing Basic While the greeting plays callers can e press to transfer to the Automated Attendant e press to transfer to the Operator e press to leave a message in the skillset mailbox e press to transfer to a CCR Tree These are the default keypad buttons You can change the keypad buttons Ensure that the Non business hours greetings have Intelligent Call Input Routing Basic ena
121. d 76 Restrictions for using Call Forward No Answer 230 Restrictions for using Call Forward on Busy 230 Retrieving deleted messages 86 Retrieving messages from skillset mailbox 84 Reviewing agents 66 Routing Table steps 151 Rewinding messages 84 86 Rings assigning 164 Rings assigning number 163 Routing Table assigning skillset hours 145 examples of 148 Greeting parameters 138 Greeting step 137 hours 131 maximum number of steps 16 18 131 parameters of Greeting step 138 reviewing the steps 151 setting up 148 tips 204 Routing Table steps Disconnect 137 Distribute for 137 Greeting 137 Transfer 137 Routing Table about 131 Routing DID 58 S Saving messages 85 Service Mode skillset 120 Setting up general Contact Center parameters 168 general parameters 165 Off premise Message Notification to a pager number 96 to a telephone number 93 to an extension number 95 skillset parameters 56 Silent Monitor 67 173 Silent monitor conference bridges 177 conference calls 177 IP deskphones 177 ISDN sets 177 on hold calls 177 transferred calls 177 Skillset 24 Hour Service mode 120 about 53 assigning agents 64 assigning hours of operation 145 Break Time 54 Control DNs 54 Day mode 120 default mode 120 Delay Answer 55 disabling 67 DNs 54 enabling 67 231 how calls are received 53 how lines are answered 53 language preference 55 maximum greeting length 205 Message Waiting Indication extension 54 Met
122. d Operation Guide 4 Task List To choose a Primary or Alternate skillset mailbox greeting 80 To record a Personalized skillset mailbox greeting eeeeeeeeeeeteeeeeeeeeneeeeeeeeteeeeeeeaes 82 To delete a Personalized mailbox greeting ccscccecceesscceeeeeseeneeeeeneeneeeeeeteeneeteenaes 83 To play skillset mailbox messages Norstar Voice Mail 84 To play skillset mailbox messages CallPilOt ccceeseceeeeeeeeeeeeeeeeeeeeeaeeeeeaeeeeeaeeeeee 86 To retrieve an erased message Norstar Voice Mail ccccceeeeeeeeeeeeeneteeeeeeeeeeeeess 87 To retrieve an erased message Call Pilot cccsceeeeeeeeeeneeeeeeeeeeaeeeeeaeeeeeaeeeesaeeeeeas 87 To reply to an internal caller Norstar Voice Mail cc cccceesccceeeeeeseneeeeeeseeeeertenees 89 Te reply toan internal caller CallPilOt arininn 89 To reply to an external caller Norstar Voice Mail ccsccceeeeeseeeeeeeeeeeeeeeeeneeeeeeeaes 90 Te reply to an external caller Gall Pilot scscadsavesnengscessinseasauintcantsaanebcaascuettesdtevessnadsseeneten 90 Off premise Message Notification 00 cee eee eee 91 To assign an outdial method to a skillset mailbox eee ee eentee ee eeeneeeeeteteeeeeeeeaae 92 To set up Off premise Message Notification to a phone NUMbET ccceeesteeeeeeees 93 To set up Off premise Message Notification to an extension ccccesssceeeessstteeeeeeees 95 To set up Off pre
123. de Skillset 2 4h Day Start Time Night Start Time Seni hh mm 24 Hour hh mm 24 Hour ervice Format Format Monday M 08 00 20 00 Tuesday M 08 00 20 00 Wednesday F 08 00 20 00 Thursday M 08 00 20 00 Friday M 08 00 20 00 Saturday M 10 00 18 00 Sunday a 10 00 18 00 Overflow Overflow Rule Table Skillset 2 24 Hour No Agents Skillset Mailbox 233 Insert Modify Delete Move End Insert Close NN40170 301 Chapter 17 Examples of Avaya NES Contact Center configurations 217 Skillset 3 Properties Name Installation MWI DN 335 Method Least Busy Attendant Ext 222 Use previous ___ calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 30 00 hs mm ss Activity Code Entry Type Prompted Agents 5 20 Routing Tables Day Routing Table Skillset 3 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information 1 Greeting 3 Normal Transfer Distribute For 00 50 Greeting 12 Normal No Transfer Distribute For 00 50 BAT Greeting 1 Normal Transfer Distribute For 00 50 Greeting 13 Normal No Transfer Distribute For 01 20 Greeting 7 Normal Transfer Goto Step 2 2 3 4 5 6 ita 8 9 mo a0 Close Commands Insert Modify Delete Insert Modify Delete Insert Modify Del
124. dialpad selections For a greater range of options and services for incoming calls a Custom Call Routing CCR menu can be assigned to play instead of the Automated Attendant menu Automatic Answer Automatic Answer previously called Force Call is an agent parameter that force delivers calls to an agent If Automatic Answer is enabled the agent hears a tone that indicates that a call is delivered The agent is automatically in the handsfree mode If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must manually answer the calls Avaya NES Contact Center Avaya NES Contact Center receives holds and routes calls to agents in a contact center Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call After an agent completes a call they are taken out of the skillset for Intelligent Contact Center Set Up and Operation Guide 248 Glossary this Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code CCR See Custom Call Routing CDN See Control Directory Number contact center A contact center is a department or a business that uses Avaya NES Contact Center to handle numerous incoming calls A contact center typically employs several agents to answer calls Contact Center Administrator The Contact Center Administrator sets up and manages the day to day operation of a contact
125. e EWT is computed based on the following factors 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 Number of higher priority calls ahead of the caller in all the skillsets that the same agents are assigned to e Number of agents in a skillset e Availability of agents for a skillset s calls NN40170 301 Chapter 10 Setting up Routing Tables 133 To set up EWT 1 Record EWT Greetings Refer to Recording EWT greetings on page 133 Set up the EWT Table Refer to To set up an EWT Table on page 134 Create a Greeting step that uses an EWT Table Refer to Adding a Greeting step on page 139 Set the EWT parameters Refer to Setting up or changing a skillset on page 56 Recording EWT greetings The first step in setting up an EWT Table is recording EWT greetings EWT greetings notify callers of their expected wait time in a skillset Refer to Recording a Avaya NES Contact Center greeting on page 112 The following table lists examples of EWT greetings Greeting 100 Based on the current volume of calls the next agent will be available in a minimum of two minutes Greeting 101 The expected wait time for your call is approximately three minutes Greeting 102 We re experiencing higher than normal call volumes You will be waiting approximately five minu
126. e See the Contact Center Telephone Administration Guide for more information Using Avaya CallPilot Manager to set up Contact Center Avaya CallPilot Manager operates on your Business Communications Manager Avaya BCM system You access Avaya CallPilot Manager on a web browser from a computer on your network System requirements Before you use Avaya CallPilot Manager you must enable CallPilot and Contact Center on your Avaya BCM You enable CallPilot and Contact Center with a keycode To enable keycodes see Enabling keycodes on page 27 Note For information about computer and browser requirements for CallPilot gt Manager and Contact Center see the CallPilot Manager Set Up and Operation Guide NN40170 300 Enabling keycodes You enable keycodes to activate Intelligent Contact Center to increase the number of agents in your Contact Center to increase the number of skillsets and to enhance your Contact Center with options such as Multimedia Contact Center and Reporting for Contact Center To enable a keycode for Avaya Business Communications Manager 1 Log on to Business Element Manager and select the Avaya Business Communications Manager you want to access For information about logging on to Element Manager see the Avaya Business Communications Manager 5 0 Administration and Security Guide 2 On the Task Navigation Panel click the Configuration tab The configuration folders display 3 Click the System folder
127. e 2 on page 121 Delegated access to Contact Center You or the System Administrator can create a username and password to give a supervisor access to Contact Center administration Multimedia Contact Center If you have Multimedia Contact Center enabled agents can have multimedia sessions with callers through the internet Callers click an HTML link to connect to the Contact Center Avaya CallPilot Manager CallPilot Manager is a web based interface you can use to administer CallPilot and Contact Center Call monitoring Agents can monitor the call activity in the skillsets they are logged on to You and supervisors can monitor the call activity per skillset or on a system wide basis Reporting for Contact Center You can generate the System Configuration report to view Contact Center settings If you have Reporting for Contact Center enabled you can view real time statistics and comprehensive management information about the day to day performance of your Contact Center See the Reporting for Contact Center Setup and Operations Guide NN40040 602 for more information Using CallPilot call routing with Contact Center CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voicemail Auto Attendant and call handling capabilities Avaya CallPilot has
128. e Change link beside the agent s name whose priority you want to change The Change Agent Priority page appears From the Priority list box select the priority you want to assign Click Submit The Assigned Agents page shows the new priority Intelligent Contact Center Set Up and Operation Guide 66 Chapter 5 Setting up skillsets Unassigning an agent from a skillset When you unassign an agent from a skillset the agent is removed from the skillset but is not deleted from Avaya NES Contact Center Before you unassign an agent from a skillset you must disable the skillset See Disabling a skillset on page 67 If you want to delete an agent from Contact Center see Deleting an agent on page 50 If you want to log an agent off see Forcing an agent off on page 51 To unassign an agent from a skillset Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to unassign an agent from The Assigned Agents page appears Click the Unassign link for the agent you want to remove A message appears that asks you to confirm your request to unassign the agent Note If the agent you are unassigning is logged on a message appears that says the agent is logged on and asks you to force the agent off or ask them to log off To unassign the agent Click OK Click OK The agent is removed from t
129. e Day or the Night link for the skillset you want to add a distribution step to The Day or Night Routing Table page appears for the skillset Click the Insert link for the step you want to add a Distribute for step to The Routing Step page appears Click the Distribute for option In the Distribute for box enter the longest time in minutes and seconds that callers can wait on hold in this step Click Submit The Distribute For step appears in the Routing Table list Intelligent Contact Center Set Up and Operation Guide 142 Chapter 10 Setting up Routing Tables 9 Click Close to return to the Skillset list Adding a Goto step Goto steps send a caller to another step in the routing table You can add a Goto step only to the end of a routing table To add a Goto step 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset link The Skillset List page appears Click the Day or the Night link for the skillset you want to add a Goto step to The Day or the Night Routing Table page appears Click the Insert link for the step you want to add a Goto step to The Routing Step page appears Click the Goto Step option From the Goto Step list box select the number of the Routing Table step you want to send callers to Click Submit The Goto step appears in the Routing Table list Click Close to return to the Skillset List page Adding a Transfer step Transfer steps send a caller to
130. e Skillset List link The Skillset List page appears Skillset List Skillset Name CDN 1 Sales 232 2 Products 233 3 Help 234 4 Service 235 Status Commands Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 4 Ifyou want to set up a skillset click the Configure link for the skillset you want to set up or NN40170 301 Chapter 5 Setting up skillsets 57 10 11 12 13 14 if you want to change a skillset click the Properties link for the skillset you want to change The Skillset Properties page appears Skillset Properties Skillset 1 Control DN 252 Read waming before changing Name SKILLI MWI DN optional Method Least Busy Break Time 00 30 mm ss Read warning before changing Delay Answer 00 00 mm ss Primary Alert 00 00 mm ss Secondary Alert 00 00 arnms8 Attendant Ext optional Use Previous 10 calls to calculate EWT EWT Increase Allowed V Initial Call Duration 00 03 00 hh mm ss In the Control DN box type the extension for the skillset For more information see Control DN on page 54 In the Name box type the name for this skillset The s
131. e agent s break time The default is not selected Select Not Ready Timeout if you want the agent to be automatically placed back in the available state after a pre configured timeout The agent must first be in a Not Ready state before using this feature Select Manual Not Ready Timeout if you want the agent to manually place themselves back in the available state after a pre configured timeout Select Audible Not Ready Notification Interval if you want to extend the Not Ready Timeout feature The agent is notified through the telephone set when they are in the Not Ready state From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout If you use Activity Codes from the Activity Code Entry Type list box select Optional or Prompted The default is Optional Select Record a call if you want to record an active call If you want to change the record call setting select Disabled Announced or Silent from the Record a call drop down list The default setting is Disabled In the Max Message Length box type the maximum length of the recorded message if you choose to record a call Select the Destination of the recorded call An SFTP destination appears only if Intelligent Call Center ICC keycode is installed SFTP destinations can be specified using Business Element Manager When a system administrator defines an SFTP folder as a storage location on the network these storage locations mus
132. e agent who requests help the supervisor is considered to have accepted the request for help How Supervisor Help works To use Supervisor Help supervisors must program a memory button with the Supervisor Help feature code 0 6 The programmed key must have an LCD indicator The memory button can be a distinct bright color to distinguish it easily from other buttons For information about programming a memory button see Programming a memory button with a Feature Code on page 36 When a supervisor is selected to answer an agent s help request the supervisor s telephone rings once with a distinctive tone and the Supervisor Help LCD indicator lights up and a message appears on the supervisor s display to accept or deny the call As soon as the supervisor accepts the request Avaya NES Contact Center starts a Silent Monitor session between the supervisor and the agent If the supervisor denies or ignores a help request the request is escalated The 5 9 0 6 indicator flashes quickly on the sets of all supervisors who are notified of the escalated request Active escalated requests take precedence over missed requests so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted An escalated request goes to supervisors as follows No supervisors are available the request escalates to all potential supervisors If escalation is sys
133. e appears To enter a caption for the table click the Add Caption link The EWT Table Caption page appears Intelligent Contact Center Set Up and Operation Guide 136 Chapter 10 Setting up Routing Tables 13 14 In the EWT Table box type a descriptive name for the table for example Peak Hours The caption can be a maximum of 30 characters Note If you want to change the Greeting Caption click the Change Caption link and gt make your changes Click Submit You can now use this EWT Table in a Greeting step of a Day or Night routing table To add a Greeting step see Adding a Greeting step on page 139 To delete an EWT Table Before you can delete an EWT Table that is used by a routing table you must disable the skillset that uses the EWT Table If you want to delete an EWT Table that is not referenced by a skillset start at step 10 1 2 11 12 Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Disable link for the skillset you want to disable A message appears that asks you to confirm the request to disable the skillset Click OK On the Skillset List page in the Status column the skillset changes from Enabled to Disabled Click the Day or the Night link for the skillset with the EWT Table you want to delete The Day or the Night Routing Table page appears for the skillset Click the Modify link for the Greeting step that contains t
134. e channel is the voice path that Avaya NES Contact Center uses to play greetings to callers NN40170 301 253 Index Numerics 24 Hour Service mode skillset 120 A Activity Codes 56 agent settings 201 Autopegs 190 Break Time 196 changing 198 creating 197 definition 187 deleting 198 examples 189 how agents use 201 importing 198 199 Optional 187 188 192 Prompted 187 188 192 reports 201 skillset 56 skillset settings 201 System Activity Codes 191 System Activity Codes examples 192 Adding agents to a skillset 64 agents to Contact Center 44 multiple agents to Contact Center 46 Additional Routing Steps 20 Agent adding multiple agents to Contact Center 46 adding to Contact Center 44 assigning to a skillset 64 Autobusy mode 203 changing information 48 deleting 50 dynamic priority 16 18 20 63 Feature Codes 38 listening to skillset mailbox messages 83 logging off 51 monitor 67 173 parameters 41 resetting password 50 Silent Monitor 173 unassigning 66 viewing ina skillset 66 Assigning Contact Center language option 165 Intelligent Overflow to a skillset 125 Attendant extension 55 Auto Attendant and Contact Center 22 Automatic Answer 20 Automatic timeout 38 Avaya CallPilot call routing 21 Avaya CallPilot Manager interface 29 Break Time 54 Button programming a memory button 36 C Call call activity monitoring 179 Distribution Method 251 Dynamic Priority 21 priority 21 Silent Mon
135. e contact center go to skillset 1 The Administrator wants to ensure that lower priority calls do not wait in a skillset indefinitely If a call waits for 2 minutes or more a higher priority is assigned to the call The Contact Center Administrator e selects the 24 Hour Service mode e sets the timer for 2 minutes Intelligent Contact Center Set Up and Operation Guide 122 Chapter 9 Setting up Intelligent Routing e selects Change Call Priority only as the action and selects 1 as the new call priority Mode Conditions Action Explanation 24 Hour 02 00 Change call priority This Intelligent Overflow Routing rule applies to any call to 1 that has been waiting in skillset 1 for 2 minutes If a call is not answered by an agent when the timer elapses the call priority changes to the highest priority Example 3 In this example calls to the contact center go to skillset 1 which is the company help line If there are no agents logged on to the help line the call moves to skillset 2 which is the company s service department When a call moves to a new skillset it does not remain queued at the original skillset destination The Contact Center Administrator e selects the Day service mode e selects the Agents not logged in check box e selects Move to Skillset as the action e selects skillset 2 Mode Conditions Action Explanation Day No Agents Move to Skillset 2 Intelligent Overflow Routi
136. e your contact center with options such as Multimedia Contact Center Assigning the Avaya NES Contact Center language The languages available for Avaya NES Contact Center are the languages that are available for Avaya CallPilot If you change the Avaya NES Contact Center language you also change the Avaya CallPilot language Intelligent Contact Center Set Up and Operation Guide 166 Chapter 13 Setting up Avaya NES Contact Center general properties To assign the Contact Center language 1 Start CallPilot Manager Click the Configuration heading Click the System Properties link The System Properties page appears System Properties Voice Mail Version 41 00 24 22 Max Outcalling Channels 1 Enable Voice Mail M Enable Group List Mv Enable Trivial Password Checking Group List Leading Digit 9 Minimum message length 3000 500 3000 milliseconds Enable External Initialization Make Directory Available V Enable General Delivery Mailbox This item is used for the Centralized Voice Mail feature only Enable Redirect DN Enable Network Transfers Enable Bilingual oO Primary Language English North American Alternate Language Spanish North American Canadian Pronunciation for North American English only Directory Search By LastName Enable CallPilot User Interface x Name Prefix
137. eeeeeeaeeeseaeeeeeaneeteneeeea 128 Setting up Routing Tables 00 cece ee eee eee eee 131 Fe Set Ba cei RE 133 TOSUP An ENT TaD Orerereree renenr eects reer et mere re eee errr rere rer en er et ere ems eer 134 Toveleie ame y TI P aa ee 136 TOs a EW Ta adie ee ee 137 Tadda Giesen Sed rcir initin rintaa Ba ATERA A TE 139 Toadda DETG OI E O eenaa 141 Toad Ns E r A add A TENNE ENT 142 Taa Tane E aaan ietadnseag teense oe eee 143 Tadda Disconneti oio Peerna inane maa RS 144 To assigni hours of operation to a SKINGEE sessed cesssnssessrsnasanantcsanscanbernsndcadseeasnaaeddeandiadeaee 145 To set the Service Mode for a SkillSE turren inion aii a 147 To set up the Day Routing Table example ssrssssssnirsisisnissnenninnsnrousnnnaninannnnns rannan 148 To set up the Night Routing Table example cccceesscceeeeesseeeeeeeeeseseeeseseneeeeeees 150 Toreviow Rouling Table SIOPS sirsiran a 151 To modiy Rouling Table SIOPE noan 151 NN40170 301 Task List 5 We Celie Routing Tabie le PS sscc issn decarcsauacereestyodcai eames latte 152 Creating Caller Input Rules 000 eee eee eee eee 153 Te create a Galler Mpu FUG ssccccscct pececesssigertelcguetived aE 153 To change the rule length for a Caller Input Table cccceeseeeeeeseeeseneeeeeeeeeeenaeees 158 Tochange a Caller MPU RU Esrar o aE n ieee cuental deeds 158 Todeletea Callar Oh TUE reisinin tudes siaade aereiacdsaueiieaeieeaels 159 Te cloak a Caller inpr
138. eetings gt 370 hours Gigabyte Steps per routing table 20 Overflow rules per skillset 20 Skillset mailboxes One mailbox is created for each configured skillset No skillset mailbox is configured by default and a maximum 50 skillset mailboxes can be configured Default 0 Maximum 50 Supervisor functionality including call monitoring Silent monitor Supervisor Help Available with Silent Monitor Maximum simultaneous monitoring sessions without CEC en Maximum simultaneous monitoring session with CEC 40 Caller Input Tables 50 Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Attendant skillset Available mailbox or CCR Tree NN40170 301 Chapter 1 Getting started 17 Features Intelligent Contact Center for BCM450 Advanced Intelligent Caller Input Routing the ability to route a call based on multidigit fixed or variable strings Available Delegated Avaya NES Contact Center Administration the System Administrator can create a password to give a Avaya NES Contact Center Administrator or supervisor access to Contact Center administration Available Intelligent Overflow Routing rules you create to overflow change 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
139. eetings 1500 mins Steps per routing table 20 Overflow rules per skillset 20 Skillset mailboxes Default 0 Maximum 30 Supervisor functionality including call monitoring Silent monitor Supervisor Help Available with Silent Monitor Administrator or supervisor access to Contact Center administration Maximum simultaneous monitoring sessions 6 Caller Input Tables 30 Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Attendant skillset Available mailbox or CCR Tree Advanced Intelligent Caller Input Routing the ability to route a call based on multidigit fixed or variable Available strings Delegated Avaya NES Contact Center Administration the System Administrator can create a password to give a Avaya NES Contact Center Available NN40170 301 Chapter 1 Getting started 19 Features Intelligent Contact Center for BCM50 Intelligent Overflow Routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or Available external number a mailbox the Auto Attendant or an operator Intelligent CLID DNIS Routing 1000 rules Overflow skillsets Default 0 maximum 29 Service Mode you specify the start and end times for the day and night skillset for each day of the week Available Limited Feature 983 telephone administration Available Avaya
140. election at any time and as often as needed If you do not choose a greeting the Primary skillset mailbox greeting plays If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes the skillset mailbox receives messages in the normal way If you choose No e messages cannot be left in the skillset mailbox e the Alternate mailbox greeting takes precedence over all other greetings e ifa caller presses a to fast forward the message they hear a voice prompt that says this is a special greeting e ifa caller presses a to send a fax the fax goes to the General Delivery Mailbox not the skillset mailbox If you choose the Alternate mailbox greeting remember to change back to the Primary mailbox greeting at the appropriate time Intelligent Contact Center Set Up and Operation Guide 80 Chapter 6 Setting up skillset mailboxes To choose a Primary or Alternate skillset mailbox greeting 1 lt Skillset name gt 2 Press Q 6 f J Follow the voice prompts or the display button options on your telephone to open the skillset mailbox The skillset mailbox name appears briefly If you use the CallPilot interface Press to open the Greetings Options menu Go to step 4 If you use the Norstar Voice Mail interface Greeting options 4 REC CHOOSE Use greeting 5 PRIME ALT Accept msgs Y CHNG OK Press ADMIN or Press GREET or Go to step 4
141. endant Extension you must enter an MWI DN You can use MWI DN without an attendant extension but you cannot configure an attendant extension without an MWI DN The MWI DN must be a different number than the attendant extension Method Method of Call Distribution The method of call distribution determines to which of several available agents to route the call There are two methods of call distribution Least Busy and Preferred Least Busy routes the call to the agent who has been available the longest Preferred routes the call to the agent with the highest 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 The default method of call distribution is Least Busy You can assign agents different priorities depending on the skillsets to which they belong For more information see Dynamic Agent Priority on page 63 Break Time Break Time is a time period for agents to complete paperwork after they finish a call After an agent completes a call they are taken out of the skillset for the Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code For more information see Not Ready on page 37 The Break Time period can last from 00 00 to 59 59 The Break Time default is 00 30 seconds You can change the Break Time period to 00 00 if an agent does not need a Break Time If your C
142. enter Agent List Skillset List General Properties Greetings Caller Input Rules CLIDDNIS Routing Table Expected ait Time Table Activity Codes Customize MMCC Files Reports Setting up Contact Center from a two line display telephone In addition to using Avaya CallPilot Manager you can set up Contact Center with a two line display telephone using F983 Two line display phones show Avaya CallPilot and Contact Center commands and options A two line display can show up to three display options at once In some instances an option does not have a corresponding display button and you must select the option by pressing buttons on the dial An example of a two line display Skillset 1 Enabled SKILL NEXT Display command line Display button options Display buttons Avaya NES Contact Center agents can use two line display telephones and one line display telephones Supervisors must use two line display telephones with the handsfree mute feature Telephones without a display such as telephones attached to an analog terminal adapter cannot be used for Contact Center agent tasks Avaya recommends that you read the telephone user card for your telephone before proceeding For more information see the CallPilot Contact Center Telephone Administration Guide NN40170 301 Chapter 2 About setting up Contact Center 31 System timeout
143. enter Administrator set up the rules in Rules Table 1 with these Actions e a match for 47097 sends callers to skillset 1 servers and changes the call priority to 1 e amatch for 5709 sends callers to skillset 2 desktops and changes the call priority to 1 e a match for 6709 sends callers to skillset 3 laptops and changes the call priority to 1 9 The call enters skillset 3 Skillset 3 is the priority service skillset for laptops Intelligent Contact Center Set Up and Operation Guide 158 Chapter 11 Creating Caller Input Rules Changing a Caller Input rule You can change a caller input rule at any time If you want to change the length for the rules in a Caller Input table see To change the rule length for a Caller Input Table on page 158 If you want to change a specific rule in a table see To change a Caller Input Rule on page 158 To change the rule length for a Caller Input Table 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Change link for the table you want to change The Rule Table Properties page appears Make the appropriate change to the length Select Fixed or Variable depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length e Ifyou select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1
144. enter call or initiates an outgoing call Activity Codes do not apply Optional and Prompted Activity Code logging Agents use the Activity Code Feature Code 2 0 7 to designate an activity for a call Agents can use 2 0 7 on one and two line sets You can configure the agent s settings so that a 9 0 7 session automatically appears on the agent s telephone at the end of the call Prompted If the setting is Optional the 2 0 7 session does not appear Optional is the default setting Avaya NES Contact Center expects the agent to enter Activity Codes for the call at some point during the active peg period The active peg period is a period of time that begins when the call is connected to the agent and ends when e The agent s Break Time ends either by timing out or the agent cancelling it with F908 e The agent logs out of all skillsets with F904 e The agent takes another call e The agent makes a held call active If the agent has multiple calls at the end of the active call they can enter Activity Codes for the call at any time up until they take a held call off hold Note Any time that a call spends on hold is included in the Activity Code time If the agent s Break Time is zero the active peg period ends when the call disconnects Intelligent Contact Center Set Up and Operation Guide 188 Chapter 15 Activity Codes Agents have the option of pressin
145. ephone or a pager as an Off premise Message Notification destination For more information about line pools and route codes see your system documentation Warning Do not change the extension number assigned to the skillset mailbox If this A extension number is changed callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters To correct a wrong extension number change the extension number to the Control DN of the skillset To assign an outdial method to a skillset mailbox 1 Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears 3 Click the Change link for the skillset mailbox you want to set up an outdial route for The Mailbox page for the mailbox appears From the Outdial Type list box select the type of outdial method you want to use If you use a line or a line pool in the Line Pool type the number of the outgoing line or line pool number you want to assign to the skillset mailbox for outdialing 6 Click Submit Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any phone The parameters are e destination type phone extension or pager e destination number phone extension or pager e time range for receiving calls at phone numbers or extension Pagers are notified any time there is a qualifying message NN40170 301 Chapter 7 Off premise
146. er Set Up and Operation Guide 212 Chapter 17 Examples of Avaya NES Contact Center configurations Skillset 1 Properties Name Sales MWI DN 333 Method Least busy Attendant Ext 222 Use previous ___ calls to 10 calculate EWT EWT increase allowed Enabled Initial call duration 00 03 00 Activity Code entry type Prompted Agents 1 2 3 4 15 16 17 18 and 19 Routing Tables Day Routing Table Day Routing Table steps Skillset This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information 1 1 Greeting 1 Advanced Caller Input Table 1 2 Distribute 00 50 Step Information Commands 3 Greeting 8 Greeting 1 Normal Transfer Insert Modify Delete 4 Distribute 00 50 Distribute For 00 50 Insert Modify Delete 5 EWT Table 1 Greeting 8 Normal No Transfer Insert Modify Delete Basic Caller Input 2S MARAE pen adn Cote 9 Transfer to skillset mailbox A 2 3 4 5 6 7 8 9 10 Insert Close Goto Step 2 Insert Modify Delete BAT Greeting 1 Normal Transfer Insert Modify Delete 6 Distribute 00 50 Greeting 1 Normal No Transfer Insert Modify Delete Greeting 9 Normal No Transfer Insert Modify Delete 7 Greeting 9 Distribute For 01 20 insert Modify Delete 8 Distribute 01 20 Greeting 7 Normal Transfer Insert Modify Delete 9 Greeting 7 Basic Caller Input 9 Transfer to skillset mailbox 10 Go to step 2 NN40170 30
147. er only calls If you do not select the Multimedia Calls check box you must enter one of CLID ANI DNIS or Line number Action The action is the treatment that is applied to the call e You can move the call to another skillset e You can change the priority of the call from 1 20 e You can move the call to another skillset and change the priority of the call NN40170 301 Chapter 5 Setting up skillsets 61 Note The CLID routing table can support 1000 rules Each rule can be a number or a range such as 416 To add a CLID DNIS Route Start CallPilot Manager Click the Contact Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears Intelligent CLID DNIS Routing Line CLID ANI DNIS Action Commands 4021 Skillset 2 Insert Change Delete 238 Skillset 1 Insert Change Delete End Insert 4 Click the Insert link The CLID DNIS Setup page appears CLID DNIS Setup Line CLID ANI DNIS Multimedia Calls F Action Move to Skillset 10 Change Call Priority Only New Call Priority No Change Submit J Cancel 5 Set the method to identify the call e If you want to create a rule based on the line a call comes in on in the Line box enter the line number e If you want to create a CLID or ANI rule in the CLID ANI box type the CLID or ANI number you want to assign this routing to The CLID or ANI number identifie
148. ers are currently busy but please hold as your call is very important to us Intelligent Contact Center Set Up and Operation Guide 112 Chapter 8 Recording Avaya NES Contact Center greetings Information greeting An information greeting provides messages and greetings 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 ea Rupes 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 Expected Wait Time greeting EWT greetings notify callers of their expected wait time in a skillset Based on the current volume of calls the next agent will be available in two minutes Recording a Avaya NES Contact Center greeting Before you record a greeting write the greeting out so that you include everythi
149. ers multiple Activity Codes during one B OJT session Avaya NES Contact Center allocates the talk time to all the Activity Codes that the agent enters For example if an agent presses 9 oO once after the call ends the total time of the call is allocated to all the Activity Codes the agent enters The count is increased for each Activity Code the agent enters Example 2 The agent enters Activity Codes after the call Time Activity Peg time 9 00 Start of call 9 10 End of call 9 11 Agent enters Activity Codes 1 2 3 10 minutes Activity Codes Avaya NES Contact Center automatically enters Autopegs and System Activity Codes Avaya NES Contact Center has two types of Activity Codes it can automatically enter e Autopegs See Autopegs on page 190 e System Activity Codes See System Activity Codes on page 191 Intelligent Contact Center Set Up and Operation Guide 190 Chapter 15 Activity Codes Autopegs Whether an agent is Prompted or Optional if the agent enters an Activity Code while a call is connected and does not enter another Activity Code by the end of the active peg period there is a period of talk time that is does not have an Activity Code assigned to it If this happens Contact Center assigns the last Activity Code the agent entered to the remaining time This is called an Autopeg An Autopeg does not affect the peg count Examples of Autopeg calls Autopeg example 1 A
150. es depending on the skillset to which they are logged on For example when an agent is a member of the English skillset their priority can be 1 because they are fluent in English The same agent can have a priority of 3 when they are logged on to the Spanish skillset and a priority of 6 when they are logged on to the German skillset Before you can change an agent s priority Disable the skillset See Disabling a skillset on page 67 Log off the agent See Forcing an agent off on page 51 To change an agent s priority in a skillset 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to change the agent priority of The Assigned Agents page appears Click Change The Change Agent Priorities page appears Click the Change check box for the agent whose priority you want to change You can select more than one agent if you want to assign them the same priority From the Priority list box select the priority you want to assign Click Submit The Assigned Agents page shows the new priority Repeat steps 5 through 8 for each agent you want to change Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to change the agent priority of The Assigned Agents page appears Click th
151. es for request timeout and supervisor selection method For information about Refer to Programming Supervisor Help Setting up general Avaya NES Contact Center properties on page 168 Supervisor Help settings Supervisor Help Request Timeout on page 168 Selection Method Supervisor Help From on page 168 How to handle Supervisor help requests Supervisors can program the Supervise feature F906 onto a memory button of their telephone Help aa INFO YES NO 1 Launch Supervisor Help by pressing 2 0 6 or the F906 memory button on your telephone 2 The display shows the ID of the agent who is requesting help Press YES to accept the agent request for help or press NO to escalate the request or press INFO to view the agent name time and date of the request caller ID and caller name of the agent s call Intelligent Contact Center Set Up and Operation Guide 184 Chapter 14 Monitoring Avaya NES Contact Center call activity Help aa 3 The display shows the agent name INFO JOIN While you monitor the agent you can press the INFO key to view the time and date of the request caller ID and caller name of the agent s call You can press the JOIN softkey or the MUTE button on your telephone to join in the call NOTE Depending on what system you use the Join and Mute softkeys may not appear 4 When the help session is complete press
152. es include Idle Not Ready and Break Incall Outcall Browse AnsDN Ringin 12 Press INFO a second time to display the Agent ID number agent name and monitoring options again 13 Press OBSV to monitor an agent If another supervisor is monitoring the agent the OBS V 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 14 If you want to join the call press JOIN You can press MUTE to mute your voice while you monitor 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 You can program a memory button with Q 0 4 If the memory button you choose has an indicator the indicator shows your log on status e If the indicator is off you are logged off e If the indicator is on you are logged on An agent requests help while you are in a monitoring session While you monitor an agent the agent can request Supervisor Help If an agent requests help you are automatically selected to help and assumed to have accepted the request When you are done the Supervisor Help session ends and your original monitoring session resumes where
153. et Up and Operation Guide describes how to set up and configure Contact Center on a Avaya Business Communications Manager Avaya BCM using Avaya CallPilot Manager and telset based administration The information in this document applies to both the BCM50 and the BCM450 platforms running BCM Release 5 0 About Contact Center Contact Center is an application that handles incoming calls as efficiently and economically as possible 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 the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to different groups or skillsets of agents transfer out of the system leave a message and hear announcements or informative messages You set up and operate Contact Center through Avaya CallPilot Manager the web based interface and from a display telephone Contact Center as part of CallPilot supports two user interfaces Norstar Voice Mail NVM and CallPilot The default setting is NVM See the Avaya CallPilot Manager Set Up and Operation Guide NN40170 300 for more information about choosing an interface Contact Center Update Contact Center is the evolution of the existing Call Center capability on Avaya BCM Intelligent Contact Center offers additional functionality such as Reporting for Contact Cen
154. etails Line answering 246 Note Make copies of these pages as required Intelligent Contact Center Set Up and Operation Guide 236 Chapter 19 Avaya NES Contact Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls 25 e 2 To Open Mailbox J oei j o Log on Log off 9 10 4 j o Not Ready PJ OJE j o Em Voicemail DN ejBjJE 2 S Operator status 4 Bele e Supervise BI ou oe je z Supervisor Help 0J0J6 2 Q e General Avaya NES Contact Center properties Number of Reserved channels Master Client Address Enable Caller ID Supervisor Help CLID settings Operator Business Status Password OPERATOR 67372867 Receptionist or Operator available Business open Answer lines Receptionist or Operator extension Skillset Number _ Avaya NES Contact Center Service Skillset Number __ Day Day Night Night These settings are usually changed by the receptionist or Operator on a daily basis NN40170 301 Chapter 19 Avaya NES Contact Center Programming Record 237 Avaya NES Contact Center skillsets Skillset Rules Default Skillset parameter Skillset name Maximum 16 characte
155. ete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete insert Day Routing Table steps 1 Greeting 3 Advanced Caller Input Table 2 2 Distribute 00 50 3 Greeting 12 4 Distribute 00 50 5 EWT Table 1 Basic Caller Input 9 Transfer to skillset mailbox 6 Distribute 00 50 7 Greeting 13 8 Distribute 01 20 9 Greeting 7 Basic Caller Input 9 Transfer to skillset mailbox 10 Go to step 2 Intelligent Contact Center Set Up and Operation Guide 218 Chapter 17 Examples of Avaya NES Contact Center configurations Night Routing Table Skillset 3 Night Routing Table steps This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Transfer to Extension 238 Insert Modify Delete End Insert Close Service Mode Main Logout Help 1 Transfer to extension Skillset Service Mode Skillset 3 Ahr Day Start Time Night Start Time Seri hh mm 24 Hour hh mm 24 Hour ervice Format Format Monday M 08 00 20 00 Tuesday Wednesday Thursday Friday Saturday Sunday Overflow Overflow Rule Table Skillset 3 1 24 Hour No Agents Skillset Mailbox 234 Insert Modify Delete Move 2 Day No Agents Move to Skillset2 Insert Modify Delete Move End Insert Close NN40170 301 Chapte
156. eting configure a timer with the No Agents rule Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled The following tables show examples of different ways you can configure Intelligent Overflow Routing rules Example 1 In this example calls to the contact center go to skillset 1 which is the company s service department If a call is not answered by an agent within two and a half minutes the call overflows to skillsets 2 and 3 the sales department skillsets An agent from any of the three skillsets can answer the call The Contact Center Administrator e selects the Day service mode e sets the timer for 2 minutes and 30 seconds e selects Overflow to Skillset as the action e selects skillsets 2 and 3 Mode Conditions Action Explanation Day 02 30 Overflow 2 3 This Intelligent Overflow Routing rule applies only if there are one or more agents are logged on If a call is not answered by an agent before 2 minutes and 30 seconds the call overflows to skillsets 2 and 3 Whena call overflows it also remains queued at the original skillset destination Note If you want calls to overflow to multiple skillsets specify all the skillsets in the same rule The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent Example 2 In this example calls to th
157. example of monitoring skillsets In the example shown here there are calls waiting in skillset 1 In this situation after you monitor the skillsets you can ask the qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled Skill 1 Enabled SKILL NEXT 1 7 agents SKILL NEXT 1 2 calls SKILL NEXT l 1 wait 4 00 SKILL NEXT 1 Press RJoJBJ Press NEXT to monitor skillset 1 In this example skillset 1 is enabled and appears on the display first If skillset 1 is not enabled press NEXT to go to skillset 2 To monitor the next skillset press SKILL at any time The display shows the number of agents logged on to skillset 1 Press NEXT The display shows the calls that are currently waiting to be answered by agents in skillset 1 Press NEXT The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes Press C to end the session or press NEXT to monitor skillset 2 Using a memory button to monitor calls waiting in skillsets Program a memory button with 2 0 to view the status of all skillsets including the skillsets to which are logged on If the memory button you choose has an indicator the indicator shows information for the calls for the skillset to which you are logged on For information about programming an memory button see Programming a memory button with a Feature Code on
158. fer the call to an extension select Transfer to Extension and enter the extension number to transfer the call to a mailbox select Transfer to Mailbox and enter the mailbox number to transfer the call to an external number Select Transfer to External Enter the external number From the Outdial Method list box select Line Pool or Route Ifyou select Line or Pool enter the line or line pool number to transfer the call to the Automated Attendant select Transfer to Auto Attendant and select a Greeting Table from the list box or None if you want the to call transfer to the default Automated Attendant prompt to transfer the call to an operator select Transfer to Operator 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 Note You or the System Administrator must set up a CCR Tree before you can select it For information about setting up a CCR Tree see the CallPilot Manager Set Up and Operation Guide NN40090 300 10 Click Submit Moving an Intelligent Overflow rule After you create an Intelligent Overflow rule you can move it to another location in the Overflow Rule Table Intelligent Overflow rules are applied to calls in the order that the rules appear in the Overflow Rule Table Intelligent Contact Center Set Up and Operation Guide 128 Chapter 9 Setting up Intelligent Routing To move an Intellige
159. fter a certain time period your saved messages are erased automatically Ask your System Administrator about this You can retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages see Retrieving erased messages on page 87 Applies only if the Reply feature is enabled You can reply to an outside caller by dialing them back if your company subscribes to service For further information about replying to an outside caller see Replying to an external caller on page 89 To play skillset mailbox messages CallPilot Use this procedure if you use the CallPilot interface 1 Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox A voice prompt announces the number of new and saved messages that you have No messages 2 You can play any message that you want to listen to COMP MBOX Press to play the current message For other message commands see the table Playing skillset mailbox messages CallPilot 3 Press to end the session The table Playing skillset mailbox messages CallPilot shows the message options that are available to you during and after playing messages Playing skillset mailbox messages CallPilot Available during and after Option playing Description Skip Back E Rewinds the message five seconds and resumes playing it at tha
160. fter playing messages Playing skillset mailbox messages Norstar Voice Mail Option Available Available Description while after playing playing Back up Rewinds the message nine seconds and resumes playing oF wv it lt lt lt Copy Sends a copy of the message to one or more mailboxes or If you record an introduction it must be longer than three seconds COPY End of Goes to the end of the message Message Gr Jf gt gt gt gt gt gt NN40170 301 Chapter 6 Setting up skillset mailboxes 85 Playing skillset mailbox messages Norstar Voice Mail Option Available Available Description while after playing playing Envelope Plays the information in the message envelope Envelope s information includes the date and time the message was sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages or s s are playing deletes the last message played Deleted messages remain in the skillset mailbox until the session ERASE ends Refer to Notes 1 and 2 on page 86 Forward Advances the message nine seconds and continues or Z playing from that point A message can be forwarded as many times as required gt gt gt Next 6 Plays the next message in the skillset mailbox If you use r J 4 this while a message is playing it stops playing the current message and play
161. g 9 OJT to enter an Activity Code from the time the call starts until the end of the active peg period Agents can enter 4 QJ 0 J 7 any number of times during the active peg period to record activities for the same call Agents can enter a maximum of 5 Activity Codes per 9 J 0 7 session The talk time is associated with all the activities entered Agents have one final 9 0 7 session after the call ends Each time an agent enters an Activity Code Contact Center increases by one the number for that activity For example if the agent presses 5 9 OJ 7 three times during a call and enters Activity Code 1 the first time Activity Code 2 the second time and Activity 1 the third time the the count for Activity Code 1 is 2 Prompted A 2 0 7 Jsession appears on a Prompted agent s telephone when a call ends The session is active until e the agent enters an Activity Code or if the agent does not enter an Activity Code until e the agent releases the session by pressing the Release or the Feature button e the active peg period ends If Avaya NES Contact Center detects that a call ended and the agent did not enter Activity Codes Contact Center starts a Prompted Activity Code session on the agent s telephone If the agent does not enter an Activity Code at this point for example if the agent releases the sessio
162. g sections Navigation e Getting technical documentation on page 26 e Getting product training on page 26 e Getting help from a distributor or reseller on page 26 e Getting technical support from the Avaya Web site on page 26 Getting technical documentation To download and print selected technical publications and release notes directly from the Internet go to http www avaya com support Getting product training Ongoing product training is available For more information or to register you can access the Web site at http www avaya com support From this Web site you can locate the Training contacts link on the left hand navigation pane Getting help from a distributor or reseller If you purchased a service contract for your Avaya product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller for assistance Getting technical support from the Avaya Web site The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at http www avaya com support NN40170 301 27 Chapter 2 About setting up Contact Center You can set up Contact Center using a display telephone on your phone system or using the web based Avaya CallPilot Manager on a web browser from a computer on your network For some Contact Center tasks such as initializing skillset mailboxes you must use a phon
163. g 86 deleting 85 87 erasing 85 87 external 88 89 forwarding 87 internal 88 minimum recording length 88 Off premise Message Notification 91 playing envelope CallPilot interface 87 envelope Norstar Voice Mail 85 next CallPilot 87 Intelligent Contact Center Set Up and Operation Guide 256 Index next Norstar Voice Mail 85 pausing 85 previous CallPilot 86 previous Norstar Voice Mail 85 rewinding 84 86 skipping forward 85 86 skipping toend 84 quitting 85 replaying 85 replying CallPilot 87 88 replying Norstar Voice Mail 85 88 saving 85 silence timeout 88 skillset mailbox 71 Method of Call Distribution 54 251 Monitoring agent calls 173 call activity about 173 example of monitoring 179 logging on to monitor agents 175 Silent Monitor 173 skillsets 179 tips 175 Monitoring agents 67 173 Multimedia Contact Center 21 CLID DNIS Routing 59 MWI extension 251 N Name skillset 252 skillset mailbox 72 Night mode skillset 120 Night Routing Table example 150 Norstar Voice Mail mailbox interface 33 Notification Off premise Message Notification 91 Number Control DN 37 skillset mailbox 37 O Off premise Message Notification 204 about 91 changing parameters 101 destination number character limit 98 100 107 destination pager number and message character limit 96 feature restrictions 93 setting up to a pager number 96 to a telephone number 93 to an extension number 95 t
164. g for Avaya NES Contact Center is enabled Lets subscribers use the Record A Call feature With Record A Call J 8 you can record an active telephone call If you want to change the Record A Call setting select Disabled Announced or Silent from the Record a call drop down list The default setting is Disabled The recorded message is placed in the subscriber s mailbox With appro priate setup the call can also be placed as a wav file in a network location Before you activate Record A Call ask the parties on the call for permission to record the call For more information about Record A Call see the CallPilot Manager Set Up and Operation Guide NN40090 300 Intelligent Contact Center Set Up and Operation Guide 44 Chapter 4 Setting up Contact Center agents Max Message Length Max Message Length is the maximum length of the recorded message The range is 1 to 60 minutes Recorded Call Destination This attribute appears only if Intelligent Call Center ICC keycode is installed Select where you want the recorded call to be stored Personal Mailbox Skillset Mailbox Mailbox or SFTP destination If you want to add or change a network location where the Record a call will be recorded as well as the subscriber mailbox you need to specify the appropriate SFTP destination SFTP destinations can be specified using Element Manager From the Element Manager click Configuration gt Ap
165. ge 54 and Configuring lines on page 162 How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways You assign a line to be answered directly by a skillset For information about assigning lines see Line administration on page 161 A receptionist agent or subscriber receives a call and transfers the call to a skillset They can transfer the call to a skillset by pressing Z or TRANSFER and entering the CDN of the skillset The receptionist agent or subscriber must not use the Call Pickup feature The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset For more information see Auto Attendant on page 22 and Custom Call Routing CCR on page 22 Calls can be forwarded to the Control Directory Number CDN of the skillset by Call Forward All Calls CFAC Call Forward No Answer CFNA or Call Forward On Busy CFB For information about these features see the Avaya Business Communications Manager 5 0 Administration and Security Guide Note Agents are restricted in how they can use CFAC CFNA and CFB For more information see Important considerations about how agents use features on page 229 Note Avaya NES Contact Center does not support CFAC to an external number If the agent configures CFAC to an external number the calls are dropped Intelligent Cont
166. hat you and agents can use to display waiting calls and view real time information about skillsets The Display Waiting Calls Skillset Status Feature Code shows e the skillset number and whether the skillset is enabled or disabled e number of agents logged into the skillset e number of calls waiting e the longest wait time of a call DN DN is a Directory Number or an extension number Dynamic agent priority If you use Enhanced or Professional Contact Center agents can have a different priority depending upon which skillset they are logged on to For example when an agent is a member of the English skillset their priority can be 1 because they are fluent in English Intelligent Contact Center Set Up and Operation Guide 250 Glossary The same agent can have a priority of 3 when they are logged on to the Spanish skillset and a priority of 6 when they are logged on to the German skillset Dynamic call priority Call priority is distinct from agent priority If a waiting call needs to be routed for example when an agent becomes available Avaya NES Contact Center determines which waiting call must be handled next This is the call with the highest priority or if all the waiting calls have the same priority the call with the longest wait time Avaya NES Contact Center then determines the right agent to handle the call If the skillset s method of call distribution is Preferred Avaya NES Contact Center finds the available agents
167. he Assigned Agents page Click Close to return to the Skillset List page Viewing agents in a skillset To view agents in a skillset 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to view The agents who are assigned to the skillset appear on the Assigned Agents page NN40170 301 Chapter 5 Setting up skillsets 67 5 Click Close to return to the Skillset List page Note For information about monitoring agents and skillsets see Monitoring Avaya NES Contact Center call activity on page 173 Enabling a skillset After you set up a skillset the skillset is disabled until you enable it Before you can enable a skillset you must Set up the skillset with a valid Control DN For information see Setting up or changing a skillset on page 56 Initialize the skillset mailbox For information see Initializing a skillset mailbox on page 72 Record skillset mailbox greetings For information see Recording skillset mailbox greetings on page 77 Set up the Day and Night Routing Tables For information see Example of a Day Routing Table on page 148 To enable a skillset 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Enable link for the skillset to you want to ena
168. he EWT Table The Routing Step page appears Make the changes you want to the Greeting step so that it does not reference the EWT Table you want to delete Click Submit The changed step appears in the Routing Table list Click Close to return to the Skillset List page Click the Expected Wait Time Table link The EWT Greeting Tables page appears Click the Delete link for the EWT Table you want to delete A message appears that asks you to confirm the deletion Click OK Note When you delete an EWT Table you delete its contents The number of EWT Tables does not decrease Your EWT greetings are not be deleted when you delete an EWT Table NN40170 301 Chapter 10 Setting up Routing Tables 137 To change an EWT Table 1 Click the Expected Wait Time Table link The EWT Greeting Tables page appears 2 Click the Change link for the table you want to change The EWT Greeting Table page appears 3 Click the Change link for the EWT rule you want to change The Wait Time Interval page appears Modify the Wait Time Interval or select a different greeting Click Submit The changed EWT rule appears in the EWT Table About types of Routing Table steps You can add these types of steps to routing tables Greeting A Greeting step plays a greeting to callers waiting in a skillset You assign greeting parameters to each greeting After the greeting plays the call goes to the next routing step If there is no
169. he buttons that pertain to the type of telephone you use Button name T7100 T7208 T7316 M7100 M7208 M7310 M7324 M7100N M7208N M7310N M7324N Feature I f Handsfree Bottom right hand 7 button j z CE Hold p per es Volume Control CJI X Release a n F gt You can enter for and the code to use a feature For example press 4 to access your mailbox NN40170 301 Chapter 2 About setting up Contact Center 33 The Avaya 7100 Digital Deskphone works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the Avaya 7100 Digital Deskphone terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the Avaya 7100 Digital Deskphone terminal On Avaya 7100 Digital Deskphone terminals you can answer a second call by pressing w Your active call is put on hold and you connect to the waiting call You can have no more than two active calls at one time Checking which telephone mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and Avaya CallPilot The System Administrator determines which interface is assigned to your mailbox Follow the procedures in this guide that apply to the interface you use Some procedures apply to both interfaces
170. he skillset uses the Day Routing Table only for that day To assign hours of operation to a skillset Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset Name CDN Status Commands 1 Sales 232 Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure 2 Products 233 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure a Help 234 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 4 Service 235 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 4 Click the Service Mode link for the skillset you want to set up The Skillset Service Mode page appears Skillset Service Mode Skillset 4 Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format 24 hr Service Monday Tl Tuesday Wednesday Thursday Friday Saturday Sunday Intelligent Contact Center Set Up and Operation Guide 146 Chapter 10 Setting up Routing Tables 5 For each day of the week set the hours of operation for the skillset e to have the skillset operate in 24 hour mode leave the 24 hr Service check box selected for that day to set the start time for the Day Routing Table in the Day Start Time box enter the start time in 24 hour format e to set the start time for the Night Routing Table in the Night Start Time bo
171. her greeting without having to re answer your telephone The connection disconnects after several minutes of inactivity or if you log off CallPilot Manager 10 If you want to enter a caption for the greeting click Refresh on your browser 11 Click the Add Caption link for the greeting The Greeting Caption page appears 12 In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters 13 Click Submit Note If you want to change the Greeting Caption click the Change Caption link and make your changes Importing a Contact Center greeting You can import a previously recorded greeting in wav file format so that you can use the same greetings across your system The wav file format must be e Bit Rate 8 KHz e Audio sample size 16 bit e Channels mono or stereo e Audio format PCM To import a previously recorded greeting 1 Click the Contact Center heading 2 Click the Greetings link The Contact Center Greetings page appears Intelligent Contact Center Set Up and Operation Guide 116 Chapter 8 Recording Avaya NES Contact Center greetings ON OO Oo 11 12 13 14 15 16 17 Click the Voice link for the number of the greeting you want to record The page you can record a greeting from appears If you know the location of the greeting in the Import box type the location of the file and Click Send or if you do not
172. here is a very large variance in how often callers hear greetings Therefore it is best to keep greetings similar lengths if possible Ensure that when you record greetings that you use to transfer callers to a skillset mailbox you include in the greeting To leave a message in the mailbox press nine or the keypad button you designate for the skillset mailbox Intelligent Contact Center Set Up and Operation Guide 204 Chapter 16 Tips for operating Avaya NES Contact Center Routing Table administration e Use Forced Play greetings sparingly If you use Forced greetings keep them as short as possible Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times Calls in other skillsets are not affected e When a Forced Play greeting plays for the highest priority call in a skillset the other lower priority calls in the skillset have to wait even if agents become available during this time For example the longest waiting call which is the highest priority call gets routed to a Forced Play greeting Agents become available during the time that the highest priority call is played a Forced Play greeting The result is that no calls in this skillset are routed to an agent until the Forced Play greeting is finished playing to the highest priority call This guarantees that the highest priority call is answered before lower priority calls in the skillset e Ensure that an I
173. hod of Call Distribution 54 MWIDN 54 name 54 252 night mode 120 problems changing general parameters 231 problems enabling 231 properties 54 Service Mode 120 setting up 53 start and end times 17 19 unconfiguring 68 viewing agents in 66 Skillset mailbox about 71 changing password 75 checking for messages 83 Class of Service 71 determining MWI extension 37 determining number 37 greeting example 77 81 initializing 72 Intelligent Contact Center Set Up and Operation Guide 258 Index leaving a message in 204 206 listening to messages 83 Message Waiting Indication extension 71 messages 83 messages waiting 251 number 54 71 opening 74 opening remotely 74 password 72 75 password changing 75 resetting password 76 retrieving messages 84 tips 204 206 Skillset parameters Control Directory Number CDN 54 Delay answer 249 Message Waiting Indication extension 251 Method of Call Distribution 251 setting up 56 Skillset name 252 Skillset attendant extension 55 Skipping forward in messages 85 86 Skipping forward to end of messages 84 Steps Routing Table 137 Supervisor Feature Codes 37 Supervisor functionality 16 18 System Administrator Feature Codes 37 T Table Routing Table 131 Telephone line display 30 system timeout 31 Timeout CallPilot Manager 29 telephone 31 Tips agent administration 203 configuration limits 232 Routing Table administration 204 skillset administr
174. i Rule TABE iranianos enaa 159 Line administration 66 die ce adr ae nie ed ieee ae ri ee eee ae eae nae 161 To setihe Answer Lines SIU a sccccpentamcacccrasceedectceeaminns ee ieee 161 To Conus a ING sai oe ua een ees 162 TO GOniiguie Several ea enna 163 Setting up Avaya NES Contact Center general properties 165 To assign the Contact Center language c cccceesceceeneeeeeeeeeeeeeeeeaeeeeeaeeseeeeeeeaeeea 166 To set up the general Avaya NES Contact Center properties c csesceeeeeeeeteeees 168 To generate the System Configuration Report cccccceeeseeeeeteeeeeteeeeeeaeeeetaeeeeeaeees 172 Monitoring Avaya NES Contact Center call activity 173 To set up Silent Monitor on Avaya Business Communications Managet 0 174 To log on and monitor agent calls as cniserssssacetaninedseesinatsinimeniarsieeaenarmaaen anaes 175 Toso NOPE Geeeerey ee rer er rere ert are er reece er cere eter rer ee Cer ee re er er Te 180 Toe change your supervisor Password cei scssisvsaiasctses nia avin aa 181 BEINN GOGCS 2 ced sfc cticcb eden dstccer ode teseeseteds ab sosedes 187 TATE AVS AR CUI Ee a cas suas cave E Skanbal naecahdauel 197 Tochange ai AUCH CO Eeron ronori rnin NET OT AE ites genteel 198 TSI an ACAV CORE ainn a EEE 198 To mpata listai ACiviiy COdOE aieia naian E a dreceays 199 To set up or change Activity Code settings for an agent eeeseseeereereeerreereene 201 To set up or change Activity C
175. if the call is f not answered within 10 seconds The call goes to Day 00 30 Skillset Mailbox the skillset mailbox if it is not answered within an additional 20 seconds Assigning Intelligent Overflow Routing to a skillset To assign Intelligent Overflow Routing 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Intelligent Contact Center Set Up and Operation Guide 126 Chapter 9 Setting up Intelligent Routing 4 Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to The Overflow Rule Table page appears Overflow Rule Table Skillset 1 Rule Mode Condition Action Commands 1 Day No Agents Skillset Mailbox 222 Insert Modify Delete Move End Insert Close 5 Click the Insert link for Rule 1 The Overflow Rule page appears Overflow Rule Skillset 1 Service Mode Day O Timer 00 00 mm ss CI Agents Not Logged In Action Move to Skillset 2 Send to Skillset Mailbox Overflow to Skillset Specify Transfer to Extension Transfer to Mailbox Transfer to External Outdial Method Line J LinePool Transfer to Auto Attendant None Greeting Table Select None for default 44 prompt Note AA company greetings will be skipped Transfer to Operator Change Call Priority Only New Call Priority No
176. ination PHONE EXT Intelligent Contact Center Set Up and Operation Guide 94 Chapter 7 Off premise Message Notification Ph RETRY OK lt x gt ADD OK Start hhmm RETRY OK lt start time gt RETRY AM lt start time gt RETRY OK Stop hhmm RETRY OK lt stop time gt RETRY AM Ss lt stop time gt RETRY B More dest YES NO k Start lt start time gt CHNG Stop lt stop time gt CHNG 10 11 12 14 15 Enter the destination phone number and press OK or The destination phone number is a maximum of 30 digits Press OK or to accept the destination phone number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or PM or BJ Press OK or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or PM or BJ Press OK or to accept the stop time Press YES or if you want to set up another destination number or press NO or if you do not w
177. ing up DID routing You can route calls based on their Direct Inward Dialing DID number DID is the ability to make a telephone call directly into an internal extension without having to go through the operator To route DID calls set up a DID target line and assign the target line to a skillset To set up DID routing for Avaya BCM 1 In Business Element Manager set up a DID target line For information about setting up a DID target line on Avaya BCM see the Avaya Business Communications Manager 5 0 Administration and Security Guide In CallPilot Manager configure the target line number to be answered by Contact Center For information about configuring lines see Configuring lines on page 162 NN40170 301 Chapter 5 Setting up skillsets 59 Setting up CLID DNIS Routing You can set up CLID DNIS Routing Tables CLID DNIS Routing is the initial routing that Contact Center calls encounter The CLID DNIS Routing you set up lets Contact Center route calls quickly based on their incoming line number Callers are routed to skillsets depending on who the caller calls the line on which the call enters or from where the caller calls Your CLID DNIS Routing Table can have a maximum of 1000 rules Examples of using CLID DNIS Routing Routing using CLID ANI If your company has preferred customers or customers who have access to special services you can set up CLID ANI routing that recognizes the phone numbers the customers
178. is 12 seconds From the Supervisor Help from options select all skillsets or agent s skillsets only From the Enable Caller ID options select how you want caller information to be displayed on agent telephones e Name with number backup displays the caller s name for 3 seconds and then the skillset name If the caller s name is not available the caller s number is shown e Number only displays the caller s number for 3 seconds and then the skillset name e None displays the skillset name Intelligent Contact Center Set Up and Operation Guide 170 Chapter 13 Setting up Avaya NES Contact Center general properties 11 Click Submit System Configuration Report The System Configuration Report includes information about Avaya NES Contact Center configuration The Contact Center information in the System Configuration Report Contact Center Parameters Lists the current Contact Center general parameters Contact Center agents Lists for each agent Agent ID Agent Name Skillsets assigned Supervisor status Automatic answer Missed call Activity Code Entry Type Contact Center skillsets Lists for each skillset Skillset ID Skillset Name Control DN Message Waiting Indicator extension Method of Call Distribution Break time Delay answer time Language type Attd Ext EWT Calls EWT Init Call Dur EWT Increase Allowed ActEntry Type Contact Center Routing Tables Lists for each skill
179. is optional The call s skillset is its current skillset The call s current skillset is not necessarily the original skillset because a call can move to a new skillset through a transfer or intelligent routing rule The default setting for skillsets and agents is Optional NN40170 301 Chapter 15 Activity Codes 193 Examples of Prompted and Optional Calls Example 1 Optional where the agent does not enter an Activity Code Time Activity Peg time 9 00 Start of call 9 11 End of call Since entering Activity Code is Optional there is no Prompted F907 10 minutes session Because the agent did not enter an Activity Code Contact Center records the No Peg System Activity Code for 10 minutes Example 2 Prompted where the agent does not enter an Activity Code Time Activity Peg time 9 00 Start of call 9 10 End of call A prompted F907 session appears on the agent telephone at the end of 10 minutes the call Because the agent does not enter an Activity Code Contact Center records the No Peg System Activity Code for 10 minutes Example 3 Prompted or Optional where the agent enters an Activity Code during a call Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 11 End of call End of the active peg period Contact Center autopegs Activity Code 1 6 minutes for 6 minutes Example 4 Prompted or Opti
180. isioning of recording rules which the system administrator configures Intelligent Contact Center Set Up and Operation Guide 38 Chapter 3 Using Feature Codes Note You can use The Log on Log off and the Not Ready Feature Codes but they are used primarily by agents For information about the Feature Codes used by agents see Feature Codes used by Avaya NES Contact Center agents on page 38 Note While you use a feature if you press the Feature 6 button your present feature session ends Do not press 6 unless you want to end your current feature session Feature Codes used by Avaya NES Contact Center agents If you have Custom Feature Codes record them in the table Feature Codes on page 236 Agent Feature Codes For more information about Agent Feature Codes see the Avaya NES Contact Center Agent Guide NN40040 101 For more information about Feature Codes used by supervisors see the Feature Codes used by Contact Center Administrator and Supervisors on page 37 Agents use this Feature Code To Open maliha e access messages in a skillset mailbox 2 2 Log on Log off e log on when they are in the office Monitor skillsets e view the status of the skillsets they are logged on to Agents can JOJ program a memory button with the Log on Log off Feature Code The status of the calls waiting in the skillset is shown by the flash rate of the indicator For more infor
181. ist or Operator For information about Operator Status see the CallPilot Manager Set Up and Operation Guide NN40090 300 Inform callers in the skillset mailbox greetings that they can press 0 to speak to the receptionist or Operator If the Operator Status is set to No a caller who presses 0 during the skillset mailbox greeting is informed the Operator is not available and is transferred to the skillset mailbox Examples of Primary and Alternate greetings You must record a Primary greeting for each skillset mailbox In the Primary greeting include the skillset mailbox name that is listed in the Company Directory For example Hello You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call as soon as possible Thank you You can record an Alternate greeting for each skillset mailbox Use an Alternate greeting for special circumstances In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Season s Greetings You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call when we re open on December 27 Thank you Intelligent Contact Center Set Up and Operation Guide 78 Chapter 6 Setting
182. itor 173 Call Forward on Busy 230 Call Park 229 Call Pickup 229 Call Transfer 229 Caller Directed Transfer 16 18 Caller ID 168 CallPilot Auto Attendant and Contact Center 22 CCR and Contact Center 22 CallPilot mailbox interface 33 CallPilot Manager 17 19 21 starting 27 timeout 29 Caption Expected Wait Time table 135 140 greeting 116 140 CCR and Contact Center 22 CFB 230 CFNA 230 Changing Intelligent Contact Center Set Up and Operation Guide 254 Index agent information 48 language 165 skillset mailbox password 75 Channels reserved 167 voice 167 Character limit for Off premise Message Notification destination number 96 98 100 107 Checking the telephone mailbox interface 33 CLID DNIS Routing ANI 59 CLID 59 DNIS 59 line 59 Multimedia Contact Center 59 routing properties 59 Company Directory 72 Conference calls 175 177 Configuring lines 161 Contact Center adding agents 44 adding multiple agents 46 Call answering 163 164 configuration limits 232 efficiency tips 206 examples 207 greetings 111 language availability 165 maximum capacities 232 password access 29 password creating 29 preventing call congestion 178 setting up general parameters 168 Contact Center Administrator resetting password 228 Contact Center Reporting properties 167 Control DN 54 71 231 skillset 54 Conventions guide 32 Copying amessage 84 D Day mode skillset 120 Day of Week Service 17 19 Day R
183. its Activity Codes NN40170 301 203 Chapter 16 Tips for operating Avaya NES Contact Center This chapter provides tips to improve the operation of Avaya NES Contact Center Agent administration Agents can log on to any telephone on the system Avaya NES Contact Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set If an agent does not answer a call within a specified number of rings the call returns to the skillset to be presented to another agent and the telephone is placed into Auto Busy Mode by Avaya NES Contact Center The agent must manually cancel Auto Busy Mode to resume accepting calls Skillset administration If a call comes in on a line that belongs to a skillset with no available agents the call is not answered until either the Delay Answer Time elapses or an agent becomes available for the call During the Delay Answer period when the caller hears ringback the line the call comes in on still rings on the sets configured to answer this line Avaya NES Contact Center greetings Record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds waiting callers must wait longer before they hear a greeting because voice ports are used each time a greeting is played to a caller The longest recorded greeting for a skillset affects the frequency with which callers hear greetings If your greeting length times vary a lot t
184. ity in a SKINSCL cccssecccceasaccucsannscccdecnesscucncenesscceeendasacen canes sacs 65 T nassion an agen rom a SKEE iriiria AE A 66 To view agents Ma Skillset o i assanar NEET ENa aE 66 To enable a SKGO licni eia edni cina antaiia ieia E Eana i 67 Ti NS NS e T A T E A adin satin Sethe 67 To unconigure a SKINGET cs iaics cose ei r aE R O a 68 Conigunng automatic log IM assai raae e a ae RA 69 Setting up skillset mailboxes 000 c eee eee 71 To determine a skillset s mailbox number and Message Waiting Indication telephone 72 To initialize a skillset MADOX as cases cee cnctcensnutceue sxubesncid edelyaatbacduandticnsents duacaedaessecundeatiinacs 73 To open a skillset mailbox Norstar Voice Mail ccceceeeeeeeeeeeeeeeeneeeeeeeeeeeteees 74 To open a skillset mailbox Avaya CallPilot ccccecceeeceeeeeeeneeeeeeeeeeeeaeeeeseeeseneeeeeaes 74 To open a skillset mailbox from an outside telephone ceccccceeeeeeeceeeeeeeeeeeeeeeeeees 74 To open a skillset mailbox directly from an outside telephone eeeeeeeeeeeeteeeeeeeeeeee 75 TS Changs a skillset mailbox PASSWONE oicciscsseccceveersecnausennsucceeweassecndeeverwuoceruesseueeeaua recat 76 To reset a skillset mailbox password ccs neccc cesta sscecctansececcmenssiceeneennacceeueessecceubebsconesnensnes 76 To record a Primary or Alternate skillset mailbox greeting c cee eeeseeeeeeeenneeeeeeeeaaes 78 Intelligent Contact Center Set Up an
185. killset List link The Skillset List page appears Click the Day or the Night link for the skillset with the step you want to delete The Day or the Night Routing Table page appears for the skillset Click the Delete link for the step you want to delete A message appears that asks you to confirm the deletion Click OK The step is deleted from the Routing Table list Click Close to return to the Skillset List page sss NN40170 301 153 Chapter 11 Creating Caller Input Rules You can create Caller Input Rules that route calls to other skillsets or locations based on caller multidigit DTMF input Caller Input Rules let you identify callers depending on what kind of services available on your Avaya NES Contact Center For example callers can enter a passcode to access a special service line Refer to An example of using Intelligent Caller Routing Advanced on page 157 for information regarding how to use Caller Input Rules in your contact center You have 50 Caller Input Tables You can create up to 2 000 Caller Input Rules for each table Each rule has a Match String and an Action The Match String is the string of digits that is checked and the Action is the routing applied to calls that match the rule The list of Caller Input Rules is sorted numerically by Match String If strings overlap longer more specific strings appear before shorter less specific strings Note When you record the greetings you want to use
186. killset name can be a maximum of 16 characters 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 plan to use an Attendant Extension you must enter an MWI DN From the Method list box select Least Busy or Preferred The default is Least Busy In the Break Time box enter the Break Time period The default Break Time is 00 30 In the Delay Answer box enter the delay answer time The default delay answer time is 00 00 To enable the Primary Alert select the Primary Alert check box and enter the Primary Alert time To enable the Secondary Alert select the Secondary Alert check box and enter the Secondary Alert time The Secondary Alert time must be greater than the Primary Alert time If you want to assign an attendant to the skillset in the Attendant Ext box type the extension of the attendant You must enter an MWI DN before you enter an attendant extension If your system is configured for bilingual operation from the Prompt Language list box select Primary or Alternate The Prompt Language list box does not appear if you do not use Intelligent Contact Center Set Up and Operation Guide 58 Chapter 5 Setting up skillsets 15 16 17 18 19 20 bilingual operation For more information on bilingual operation see Assigning the Avaya NES Contact Center language on page 165 If you use Expected Wait Time EWT e
187. lbox you want to reset the password for A message appears that asks you to confirm your request to change the password 4 Click OK The password is reset to 0000 the default password Recording skillset mailbox greetings After you initialize a skillset mailbox record the greetings for it You can record Primary Alternate and Personalized greetings for each skillset mailbox You record a Primary skillset mailbox greeting for everyday use The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances If your Avaya NES Contact Center subscribes to Caller ID you can record Personalized skillset mailbox greetings If you record Primary and Alternate skillset mailbox greetings you must choose which greeting plays to callers who reach the skillset mailbox You can also record greetings in an Alternate Language Callers can press while the greeting is playing to listen to the voice prompts in the Alternate Language Remember to inform callers in the Primary skillset mailbox greeting that they can press P to hear the Alternate Language The skillset mailbox must use the Norstar Voicemail interface for callers to be able to press Q to hear the Alternate language Callers cannot select an alternate language if the skillset mailbox uses the CallPilot interface If the Operator Status is set to Yes and a caller presses 0 during the skillset mailbox greeting the caller transfers to the reception
188. le DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands 1 Greeting 2 Normal Transfer Insert Modify Delete Distribute For 00 50 Insert Modify Delete Greeting 10 Normal No Transfer Insert Modify Delete Distribute For 00 50 Insert Modify Delete BAT Greeting 1 Normal Transfer Insert Modify Delete Distribute For 00 50 Insert Modify Delete Greeting 11 Normal No Transfer Insert Modify Delete Distribute For 01 20 Insert Modify Delete Greeting 7 Normal Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete on Hy nme wo NY Insert Close Night Routing Table Skillset 2 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands 41 Transter to Extension 238 Insert Modify Delete End Insert Close Day Routing Table steps 1 Greeting 2 Advanced Caller Input Table 2 2 Distribute 00 50 3 Greeting 10 4 Distribute 00 50 5 EWT Table 1 Basic Caller Input 9 Transfer to skillset mailbox 6 Distribute 00 50 7 Greeting 11 8 Distribute 01 20 9 Greeting 7 Basic Caller Input 9 Transfer to skillset mailbox 10 Go to step 2 Night Routing Table steps 1 Transfer to extension Intelligent Contact Center Set Up and Operation Guide 216 Chapter 17 Examples of Avaya NES Contact Center configurations Service Mode Main Logout Help Skillset Service Mo
189. list you can play any message Press 2 to play the current message Press P to call the caller or press 7 J to record and send a reply You can reply to an external caller if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it For information about outdial method see Assigning an outdial method to a skillset mailbox on page 92 Before you use the Reply option you must play the message Use the procedure that applies to the interface you use Intelligent Contact Center Set Up and Operation Guide 90 Chapter 6 Setting up skillset mailboxes To reply to an external caller Norstar Voice Mail 1 Press eJBJEJ Follow the voice prompts or the display button options to open the skillset mailbox 1 new 0 saved 2 Press PLAY or 2 PLAY REC End of message 3 After you listen to the message press REPLY or J REPLY ERASE CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox 2 A mailbox summary is announced While you are in the message list you can play any message 3 Press to play the current message 4 Press Q to call the caller CallPilot dials the external number directly NN40170 301 91 Chapter 7 Off premise Message Notification About Off premise Message N
190. ll move back to skillset 1 after an additional two minutes then back to skillset 2 after an additional five minutes e Whether there are agents logged on to the skillset If there are no agents logged on to the skillset the call is sent to the destination that you specify If you select the Agents Not Logged In check box the overflow rule applies if there are no agents logged on to the skillset If you do not select the Agents Not Logged In check box the overflow rule applies if there are agents logged on to the skillset Note You can select both conditions within the same rule The rule applies when both conditions are met Action 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 skillset mailbox Automated Attendant CCR Tree or operator NN40170 301 Chapter 9 Setting up Intelligent Routing 121 e changing the priority of the call Note Note if an overflow step is configured for No Agents the overflow rule executes right away and even a forced greeting will not play If you want to play the gre
191. lls to an extension other skillsets the operator a mailbox an external phone number the Auto Attendant a skillset mailbox or a CCR Tree e enables you to change the priority of the call Flexible routing steps You can assign these routing steps to Day and Night Routing Tables Overflow and Advanced Call Input Routing e transfer to a mailbox e transfer to an extension e transfer to an external telephone number e transfer to the Auto Attendant e transfer to an operator e transfer to a skillset mailbox e transfer to a CCR Tree e move to another skillset using Advanced Call Input Routing e play a recorded greeting e play an Expected Wait Time Greeting e Distribute e Disconnect Dynamic agent priority You can assign agents different priority levels depending on the skillset to which they are logged on Choice of call presentations You can assign agents forced calls or let agents answer calls manually NN40170 301 Chapter 1 Getting started 21 Dynamic call priority You can have the priority of a call changed in the Intelligent CLID DNIS Routing table the Intelligent Caller Input Routing Table and the Intelligent Overflow Routing table With call priority all calls that have a higher priority are handled before lower priority calls no matter how long the lower priority calls are waiting For an example of using Intelligent Overflow Routing to control call priority see Exampl
192. llsets To assign an agent to a skillset Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset Name Status Commands 1 Sales Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure z Products Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 3 Help Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 4 Service Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 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 The Assigned Agents page appears 5 Click Assign The Assign Agents page appears with the available agents displayed Assign Agents Skillset 4 Assign Depp Armstrong Lawrence Richards Priority 10 Click the Assign check box for each agent that you want to add to the skillset From the Priority list box select the Priority of the agent 1 is the highest priority 8 Click Submit The agent you selected appears on to the Assigned Agents page If you want to assign another agent to this skillset follow steps 5 through 8 9 Click Close to return to the Skillset List page NN40170 301 Chapter 5 Setting up skillsets 65 Changing an agent s priority in a skillset Agents can have different prioriti
193. lset you want to answer this line 6 From the Number of rings box select the number of rings before Avaya NES Contact Center answers You must select a number from 0 to 12 7 Click Submit To configure several lines Start CallPilot Manager Click the Auto Attendant heading Click the Change Many Lines link The Change Many Lines page appears Change Many Lines Line Range 1 492 From To Answer Mode None Table Skillset Number 1 Number of Rings o Submit Cancel 4 Inthe From box type the number of the first line to add 5 Inthe To box type the number of the last line to add 6 From the Answer Mode list box select Contact Center Intelligent Contact Center Set Up and Operation Guide 164 Chapter 12 Line administration 7 Inthe Table Skillset Number box type the number of the skillset you want to answer these lines 8 From the Number of rings list box select the number of rings before Avaya NES Contact Center answers You must select a number from 0 to 12 9 Click Submit NN40170 301 165 Chapter 13 Setting up Avaya NES Contact Center general properties Setting up Avaya NES Contact Center includes assigning the language and setting up general Contact Center properties You can generate a System Configuration Report to see a snapshot of your Contact Center settings You can enable keycodes if you want to increase the number of agents at your contact center or enhanc
194. lt callers press X to transfer to a CCR Tree You can assign a different dialpad button by selecting a number from the list box From the Tree list box select the CCR Tree you want callers to transfer to Note You or the System Administrator must set up a CCR Tree before you can select it For information about setting up a CCR Tree see the CallPilot Manager Set Up and Operation Guide NN40090 300 e Select Advanced if you want callers to be able to enter multiple digits such as a passcode or a credit card number Advanced is available only if you use Avaya NES Contact Center Professional Select the Advanced parameters From the Retries list box select the 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 From the Caller Input Rules Table list box select a table This is the rules table used for processing this route step You must have created rules in the Caller Input Rules Table For more information see To create a Caller Input Rule on page 153 9 Click Submit The Greeting step appears in the Routing Table list 10 Click Close to return to the Skillset list Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent To add a Distribute for step 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click th
195. ly the sales people take sales related calls Installation bookings calls are handled by the installation booking employees Service requests are handled by two service request employees and any of the installation team when they are in the shop Here is how Mosaic configures their Avaya NES Contact Center General Configuration on page 209 General Properties on page 210 Caller Input Rules on page 210 Expected Wait Time on page 211 Activity Codes on page 211 Lines on page 211 Skillset 1 on page 212 e Routing Tables on page 212 e Service Mode on page 213 e Overflow on page 213 Skillset 2 on page 214 e Routing Tables on page 215 e Service Mode on page 216 Intelligent Contact Center Set Up and Operation Guide 208 Chapter 17 Examples of Avaya NES Contact Center configurations e Overflow on page 216 Skillset 3 on page 217 e Routing Tables on page 217 e Service Mode on page 218 e Overflow on page 218 Skillset 4 on page 219 e Routing Tables on page 219 e Service Mode on page 220 e Overflow on page 220 NN40170 301 Chapter 17 Examples of Avaya NES Contact Center configurations 209 General Configuration Additional keycodes Intelligent Contact Center Upgrade Reporting for Contact Center Agents Agent 1 Bob Agent 2 John Agent 3 Jane Agent
196. mation see Skillset properties on page 54 Supervisor Help e requests help from a supervisor 2 0 6 Activity Codes e start a session where they can enter Activity Codes RJJ e For more information about Activity Codes see Activity Codes on page 187 Not Ready e activate or cancel the Not Ready feature on their telephone If the RJO work resulting from a call requires extra time to complete an agent can use the Not Ready Feature Code to prevent Avaya NES Contact Center from routing another call to them If an agent makes a phone call or if a supervisor is monitoring a call they first use the Not Ready Feature Code to make themselves busy When the agent is ready to receive calls they use this Feature Code to cancel the Not Ready feature and receive calls again e Ifan agent does not answer a call within a certain number of rings the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls NN40170 301 Chapter 3 Using Feature Codes 39 Display Waiting Calls WOLE Agents who answer calls only during peak call periods can use Display Waiting Calls to see which skillsets have the most call activity view the status of calls in all skillsets Agents can program a memory button with the Display W
197. mber this routing is applied when the call first enters the Contact Center for information about CLID DNIS routing see Setting up CLID DNIS Routing on page 59 the ability to route calls to the Automated Attendant a CCR Tree an operator or a skillset mailbox this routing is applied when callers press a key in response to instructions in a greeting Intelligent Caller Input Routing Advanced includes the basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input lets you change the priority of the call Intelligent Overflow Routing routes calls to extensions mailboxes external phone number the Automated Attendant the skillset mailbox or CCR Tree as a transfer target lets you change the priority of the call Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent You can specify that a waiting call overflows to one or more skillsets and keeps its conditions and original skillset greetings Agents from the specified skillsets can answer the call moves to another skillset where the call loses its conditions and takes on the properties of the new skillset including skillset greetings The system tracks the total length of the call from the time the call enters the system until it is answered transfers to the skillset mailbox transfers to an
198. minutes and 30 seconds the call transfers to the skillset mailbox Example 5 In this example calls to the contact center go to skillset 1 which is the company s help line If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 the call overflows to skillset 2 which is the service department If the call is not answered within an additional two minutes the call transfers to the skillset mailbox where the caller can leave a message The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator e selects the Day service mode e sets the timer to 2 minutes and 30 seconds e selects the Agents not logged in check box e selects Overflow to skillset as the action e selects skillset 2 In the second rule the Contact Center Administrator e selects the Day service mode e sets the timer to 4 minutes and 30 seconds e selects the Agents not logged in check box e selects the skillset mailbox as the action Mode Conditions Action Explanation Day 02 30 and No Agents Overflow 2 The call overflows to skillset 2 after the call is in skillset 1 for 2 minutes and 30 seconds and if there Day 04 30 and No Agents Skillset Mailbox are no agents logged on to skillset 1 If the call is not answered within an additional 2 minutes the call transfers to the skillset mailbox Intelligent
199. mise Message Notification to a pager cccccesscceesssteeeeeessteeeeesesaes 97 To set up Off premise Message Notification to more than one destination 99 To change the time range or type of message paramete rS cccesscceeeeeseereeeeeees 101 To change the destination from phone to another destination ceesseeeeeeeeeeees 103 To change the destination from pager to phone or extension sses 105 To change the destination from phone or extension tO pager ccceeesseeeeeeeeeeeeees 106 To delete a destination nUMDE sa icas ctadsineatectnncestbsdvanientvaddrianteiadiaus i dadincenboancaelinadoauale 108 FO add a destinalo HUME anaana 109 To turn Off premise Message Notification On or off c ccceeeeeeeeeeeeeeeeeeeeeeeeeeeteaeeees 110 Recording Avaya NES Contact Center greetings 111 Te tecord a Contact Center gretig urriari ta a 113 To import a previously recorded greeting sascccastisecwientiaasdaaieiadnddetsiedasneastedanaaniteadaniante 115 To export a previously recorded greeting cccccessccceetesseneeeeeeseeeeeeeeseeeeerteneeneeeeeees 117 Setting up Intelligent Routing 0 200 eee eee eee eee 119 Te assign Intelligent Overflow ROUND cccsccsadisscsccerscesesseaiasnesbecsscestereastaneeneatacanccsasinezede 125 Te move an Intelligent Overilow rule casas secs ctor detail needs 128 To modify an Intelligent Overflow RUIC cccceeeseeeceseeeeeneeeeee
200. mmands 14 Greeting 1 Forced No Transfer Insert Modify Delete that is Forced Play 2 Distribute For 01 00 Insert Modify Delete ai Grestingit Normal Transfer insert Modify Delete e that does not have a transfer 4 Distribute For 00 30 Insert Modify Delete 5 Greeting 1 Normal Transfer Insert Modify Delete 6 Goto Step 2 Insert Modify Delete 7 Goto Step 2 Insert Modify Delete End Insert Day Routing Table iii j This routing table does not guarantee fax This routing table DOES NOT guarantee fax delivery to the detection skillset mailbox more information Step Information Commands J Disconnect Insert Modify Delete End Insert Close Expected Wait Time 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 If 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 The number of EWT Tables you can create depends on the Avaya Business Communications Manager system you hav
201. n Contact Center records the No Peg Activity Code This is a System Activity Code that is explained in System Activity Codes on page 191 Note If an agent logs out of all skillsets Avaya NES Contact Center does not start a Prompted Activity Code session If the active peg period ends with the agent logging out Contact Center does not starta 9 J 0 7 session Contact Center records the No Peg Activity Code instead Optional The only difference between Optional and Prompted is that if Activity Codes are Optional a 9 0 7 session does not automatically start on an agent s telephone when they end a call NN40170 301 Chapter 15 Activity Codes 189 Examples of Activity Code calls During an active call each time an agent enters an Activity Code the time up to that point is recorded with the Activity Code entered The start time is either when the agent answers the call or if the agent has already entered an Activity Code when the agent enters the last Activity Code The time period for the final Activity Code entry after the call ends covers the time up to when the call ends Example 1 The agent enters Activity Codes during the call Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 08 Agent enters Activity Code 2 3 minutes 9 10 End of call 9 12 Agent enters Activity Code 3 2 minutes If the agent ent
202. n agent enters Activity Code 1 during the call Contact Center assigns the same Activity Code Activity Code 1 for the remaining talk time Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 12 End of call End of active peg period Contact Center autopegs Activity Code 1 7 minutes Autopeg example 2 The agent enters two Activity Codes and does not enter another Activity Code during the active peg period so Contact Center counts Activity Code 2 for an additional 5 minutes The count for each Activity Code remains at 1 Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 07 Agent enters Activity Code 2 2 minutes 9 12 End of call End of active peg period Contact Center autopegs Activity Code 2 5 minutes Autopeg example 3 During the call the agent enters three Activity Codes The agent does not enter another Activity Code during the active peg period Contact Center counts Activity Code 1 2 and 3 for an additional 12 minutes The count is 1 for each Activity Code Time Activity Peg time 9 00 Start of call 9 06 Agent enters Activity Codes 1 2 3 6 minutes NN40170 301 Chapter 15 Activity Codes 191 9 18 End of call End of active peg period Contact Center autopegs Activity Codes 1 2 3 12 minutes System Activity Codes System Activity C
203. n outside telephone Follow either procedure to open a skillset mailbox remotely 1 Call a telephone line that is answered by the Automated Attendant 2 Press during the Automated Attendant Menu prompt If you are in Europe or Australia press Enter the skillset mailbox number and password and then press Follow the voice prompts or 1 Call your own extension number 2 Press during your personal greeting If you are in Europe or Australia press Enter the skillset mailbox number and password and then press f Follow the voice prompts Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox change its password every 30 days Keep a written copy of the skillset mailbox passwords in Skillset mailboxes on page 242 Give the skillset mailbox passwords only to the agents who retrieve messages at your Contact Center For security reasons choose an uncommon password not a predictable password like 1234 or 1111 If someone knows a skillset mailbox password they can access the skillset mailbox and play or delete messages They can also access CallPilot and use it fraudulently or disrupt service Changing a skillset mailbox password You can change a skillset mailbox password at any time A password must be from four to eight digits long and cannot start with zero Intelligent Contact Center Set Up and Operation Guide 76 Chapter 6 Setting up skillset mailboxes
204. ncreases and the appropriate EWT greeting will be played For more information about Expected Wait Time see Expected Wait Time on page 132 Intelligent Contact Center Set Up and Operation Guide 56 Chapter 5 Setting up skillsets Initial Call Duration The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained This can be a value between 00 01 00 and 24 00 00 For more information about Expected Wait Time see Expected Wait Time on page 132 Activity Code Entry Type Activity Code entry types are Prompted and Optional If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes Optional is the default For more information about Activity Codes see Activity Codes on page 187 This option appears if Reporting for Contact Center is enabled Setting up or changing a skillset You can record skillset properties in the table Avaya NES Contact Center skillsets on page 237 Note Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset You cannot change a skillset while it is in use To set up or change a skillset 1 Start CallPilot Manager Click the Contact Center heading Click th
205. next step the call ends An EWT Greeting step uses the EWT Table you select to play estimated wait time messages to callers EWT greeting steps act the same as greeting steps Distribute for During a Distribute for step calls wait to be distributed to agents 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 set up in the routing table the call ends The minimum distribution time is zero and the maximum distribution time is 59 minutes and 59 seconds The default distribution time is 30 seconds Goto A Goto step is the last step in a routing table A Goto step moves the caller to an earlier routing step For example if a Goto step points to step 1 the call goes back to step 1 and repeats the steps The steps are repeated until an agent becomes available or the caller leaves a message in the skillset mailbox The first step in a routing table cannot be a Goto step because there are no possible target steps yet A Goto step cannot point to itself Intelligent Contact Center Set Up and Operation Guide 138 Chapter 10 Setting up Routing Tables Transfer A Transfer step can transfer calls to e anextension e amailbox e anexternal number e the Automated Attendant e an operator e aCCR Tree Disconnect A Disconnect step releases calls from the skillset If the first step in a routing table is a Disconnect Conta
206. ng checks to see whether agents are logged on to skillset 1 but does not check the timer If there are no agents logged on to skillset 1 the call moves to skillset 2 and gets the new greetings for skillset 2 When a call moves to a new skillset it does not remain queued at the original skillset destination Example 4 In this example calls to the contact center go to skillset 1 which is the company help line If no agents are logged on to skillset 1 the call immediately moves to skillset 2 If agents are logged on to skillset 1 and the call is not answered within two and a half minutes the call transfers to the skillset mailbox where the caller can leave a message The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator e selects the 24 Hour service mode e selects the Agents not logged in check box e selects Move to Skillset as the action e selects skillset 2 In the second rule the Contact Center Administrator e selects the 24 Hour service mode NN40170 301 Chapter 9 Setting up Intelligent Routing 123 e sets the timer to 2 minutes and 30 seconds e selects the skillset mailbox as the action Mode Conditions Action Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged z on If agents are logged on and the call is not 24 Hour 02 30 Skillset Mailbox answered within 2
207. ng that you want to say We recommend that you record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds callers must wait in a skillset a longer time before they hear another greeting NN40170 301 Chapter 8 Recording Avaya NES Contact Center greetings 113 To record a Contact Center greeting 1 Click the Contact Center heading 2 Click the Greetings link The Contact Center Greetings page appears Logout Help Contact Center Greetings Mailbox Administration Greeting Status Caption Commands Not Recorded Voice Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Skillset List pee Ressces General Properties Not Recorded Greetings Not Recorded Galler Input Rules Not Recorded CLIDJONIS Routing Table Expected Wait Time Table Not Recorded Activity Codes s Not Recorded Customize MMCC Files Not R Jed Auto Attendant Custom Call Routing Networking Contact Center Agent List oman o ea oan 3 Click the Voice link for the number of the greeting you want to record The page you can record a greeting from appears Contact Center Greeting 1 Phone Set Connect To unspecified Changes to the recording are applied ONLY when the SAVE button is pressed BEFORE hanging up Record Import From Browse Export Native Encoding Wav Encoding
208. ngs 0 00 cee eee eee eee 232 Problems transferring calls to the voicemail extension 232 Gall processing POMIGIME sere 2ee seen sehen dbaseahabodeiatdas caw neces 232 Chapter 19 Avaya NES Contact Center Programming Record 235 Feats COES si nccake anne norae DA FENIR EE ees 236 General Avaya NES Contact Center properties 00 0c cece eee 236 Operator Business SIUS cccncGeed een desk otGeee Gees eRew eee S DEE e RSD 236 Avaya NES Contact Center skillsets 0 00 000 cece eee 237 Avaya NES Contact Center Greetings 0 00 c eee eee eee 238 Intelligent Overflow Routing 000 cece eae 239 Avaya NES Contact Center agents 00sec eee eee 240 Skillset OSSIIOMEIMNS etase na Ss hs ews Sous E a dua Re we ete Bee 241 Skillset mailboxes 2452s sek B Eade eee ERED SEE EEE OLE EE HRSA CR RR EES ES 242 Poulo Tales os 3554548555 5R6 be 140s eee OE bh eed eas ROWE eh Res RRS 243 Galler Input RUES scccs oe eu awaes HAs dS SRS ERNE EEREN ER ROUGE WORE RES 244 Intelligent CLID DNIS Routing 2 0 2 is0c cescbenesceane eee eeeevesewecewus 245 Eae a e POOE LEENA ETT dene eee a ed dam ese Reams keke 246 Ee e c cee E E E aes E E E EE E 247 WAGON sons nen Ss So E E E EENET E E E E ET E 253 Intelligent Contact Center Set Up and Operation Guide 14 Contents NN40170 301 15 Chapter 1 Getting started About this Guide The Intelligent Contact Center S
209. nput rule 1 2 2 0 00 cette 159 Clearing a Caller Input Rule Table 0 0 00 ee 159 Chapter 12 Ling GGQMIMIGUANION se ices ccc ccavc esc eesse r terini tease we ae 161 Setting the Answer Lines status 0 000 c cece eee 161 LMU MIGE 2 oseh oo cedceksce dex e Siw bdeoe PERE SEAR T RES LESS 162 Chapter 13 Setting up Avaya NES Contact Center general properties 165 Assigning the Avaya NES Contact Center language 00 00e0e 165 General Avaya NES Contact Center properties 00 0c eee aes 167 MMO Public MOSIMAING s 230 4ekbeteebenseae ne henendaaeens sean anes 167 Reserved channel 222 covcse cee peste deen ower eee eeohwks cabs een os 167 Avaya NES Contact Center Reporting properties Address 167 Supervisor Help Request Timeout 0 00 cece eee 168 Selection Method Supervisor Help From 0 000e cece eens 168 Enake Caer ID bi cael hatha heed earn Spam doko eee Linens 168 Setting up general Avaya NES Contact Center properties 168 NN40170 301 Contents 11 System Configuration Repot sieccs rec erehe a ded ee Rw Red eRew EGE ER RERE SRR 170 Chapter 14 Monitoring Avaya NES Contact Center call activity 173 MONROE call ACU serseri caceoteee eee Mend Oaket RER ARAA EEA 173 Monitoring agent calls with Silent Monitor 0 00 000 eee eee eee 173 Setting up Silent Monitor on your system 2
210. nt Overflow rule Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Click the Overflow link for the skillset that has the rule you want to move The Overflow Rule Table page appears Overflow Rule Table Skillset 1 Rule Mode Condition Action Commands 1 Day No Agents Skillset Mailbox 222 Insert Modify Delete Move End Insert Close 5 Click the Move link for the rule you want to move The Overflow Rule Table Move page appears Overflow Rule Table Move Skillset 1 Rule Mode Condition Action Move 1 Day No Agents Skillset Mailbox 232 Here 2 Day No Agents Move to Skillset 3 Cancel End 6 Click the Here link for the location you want to move the rule to The Overflow Rule Table page shows the rule in its new location 7 Click Close To modify an Intelligent Overflow Rule Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Ifthe Skillset is Enabled click the Disable link Click OK to confirm NN40170 301 Chapter 9 Setting up Intelligent Routing 129 Click the Overflow link for the skillset with the rule you want to modify The Overflow Rule Table page appears Click the Modify link for the rule you want to modify The Overflow Rule page appears Change the mode conditions or actions for the rule Click Submit The modified rule appears in the Ove
211. ntelligent Caller Input Routing Basic transfers calls to a skillset mailbox if you want callers to be able to press to leave a message in a skillset mailbox Remember to explain in your greeting that the you can press to leave a message in a mailbox e Program Intelligent Caller Input Routing Basic to transfer calls to a skillset mailbox for Non business hours greetings so that you do not miss any messages e Ifa Goto step follows a greeting make a Distribution step the target for the Goto step If you make the Goto target step after a Greeting step another Greeting step callers hear two greetings in a row Routing calls using Dynamic Call Priority If you use priority to route calls to agents make sure you have both Agent Priority and Call Priority configured Each call that enters a skillset is given a default call priority of 10 You can change a call s priority using e Intelligent Caller Input Routing Advanced Option e Intelligent CLID DNIS Routing e Intelligent Overflow Routing Call priority is distinct from agent priority If a waiting call needs to be routed for example when an agent becomes available Avaya NES Contact Center determines which waiting call must be handled next This is the call with the highest priority or if all the waiting calls have the same priority the call with the longest wait time Contact Center then determines the right agent to handle the call If the skillset s method of call distribution is P
212. nter 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 10 For more information about EWT see Expected Wait Time on page 132 If you use Expected Wait Time leave the EWT Increase Allowed check box selected if you want the system to recalculate the EWT if it increases and continue to play the appropriate EWT greeting If you clear 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 If you use Expected Wait Time in the Initial Call Duration box enter in hh mm ss format 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 If you use Activity Codes from the Activity Code Entry Type list box select Prompted or Optional The default is optional For more information about Activity Codes see Activity Codes on page 187 Click Submit A message appears that says a new mailbox is created and that you must initialize the mailbox before you enable the skillset For how to initialize a mailbox see Initializing a skillset mailbox on page 72 Click OK Sett
213. ntly transferred or forwarded to Avaya NES Contact Center the maximum number of calls is the total number of lines on the system For information about how calls transfer to a skillset see How incoming calls are sent to a skillset on page 53 voice channels is the estimated number of voice channels available to Avaya NES Contact Center The minimum number of voice channels available is equal to the number of reserved channels you set up in General Contact Center parameters Additional channels that are not used by CallPilot can also be used For example even though you assign two reserved channels when you set up the General Contact Center parameters Avaya NES Contact Center can use additional voice channels if and when they are available maximum greeting length is the duration of the longest greeting of a skillset in seconds Intelligent Contact Center Set Up and Operation Guide 206 Chapter 16 Tips for operating Avaya NES Contact Center Tips to improve the efficiency of Avaya NES Contact Center Plan for busy times e when you assign agents to the skillsets assign as many qualified agents as possible to answer calls for the skillsets e have agents log on to a skillset when it gets busy e have routing that moves the call to another skillset with a higher priority Plan for slow times e for example if agents are logged on to skillset 1 only ensure that incoming calls to skillset 2 overflow to skillset 1 When
214. nts not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Intelligent Contact Center Set Up and Operation Guide 240 Chapter 19 Avaya NES Contact Center Programming Record Avaya NES Contact Center agents Agent ID Agent name and type Supervis Names and s of skillsets or status agent is assigned to Y N Missed Call Option Auto Answe Y N
215. o callers A voice channel is also the voice path used when anyone uses a Feature Code to access Class of Service The Class of Service defines the values for mailboxes Control Directory Number CDN The Control Directory Number Control DN or CDN is the extension number of a Contact Center skillset The CDN is the number used to transfer calls to a skillset The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled Custom Call Routing CCR CCR is a routing feature that you can program to present a customized menu of single digit choices to callers CCR automatically answers lines with customized menus With CCR callers can listen to pre recorded messages leave a message in a skillset mailbox or transfer to an extension With CCR you can replace Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options Delay Answer Delay Answer is a feature that prevents Avaya NES Contact Center from answering calls and playing greetings when there are no agents available When a skillset has Delay Answer activated waiting callers hear ringback When a call comes in on a line for a skillset that does not have any free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available whichever comes first Display Waiting Calls Display Waiting Calls previously known as Queue Status is a Feature Code t
216. o wrong destination 91 Off premise Message Notification parameters destination telephone number 92 destination type 92 time range 92 types of message 93 Open Mailbox Feature Code 37 Opening a skillset mailbox 74 Opening your mailbox Avaya CallPilot 74 Norstar Voice Mail 74 Operator resetting password 227 Operator resetting password 227 Outdial route mailbox 92 Overflow Intelligent 17 19 P Parameters general Contact Center 168 Routing Table Greetings 138 Password changing skillset mailbox 75 resetting agent password 50 resetting Contact Center Administrator 228 resetting Operator 227 resetting skillset mailbox 76 skillset mailbox 72 75 Pausing a message 85 Playing message envelope CallPilot interface 87 Norstar Voice Mail 85 Post call Break Time automatic timeout 38 Preferred method of call distribution 251 Preventing calls from ringing at an agent s telephone 230 Programming a memory button 36 R Real time status of call activity 173 Remotely opening a skillset mailbox 74 Replaying messages 85 Reply feature 86 Replying NN40170 301 Index 257 to an external message sender 90 using the DIAL option 89 to an internal message sender 88 to messages CallPilot 87 to messages Norstar Voice Mail 85 Reporting for Contact Center 17 19 Reserved channels 167 205 Resetting agent password 50 Contact Center Administrator password 228 Operator password 227 skillset mailbox passwor
217. odes for a SkillS t eccceeeeceeeeneeeeeeeeeeeeeeeeeeeeeeeaeeees 201 Tips for operating Avaya NES Contact Center 2 0005 203 Examples of Avaya NES Contact Center configurations 207 Troubleshooting Avaya NES Contact Center 000e0e 227 To reset the Operator password using CallPilot Manager 227 To reset the Operator password using a PHONG ccceeeeeeseeeeeeeeeeeteeeeeaeeeeeaeeeteaeeees 228 To reset the Contact Center Administrator paSSWOM ccceeeeeeeteeeteteeeteteeeteeeens 228 TO change a skillset mailbox DIN sss ccs tacos scuesscavdaeensaceg ene iraa aa 232 Avaya NES Contact Center Programming Record 235 GOSSA oc iccdcetivseiien eae ne Seen ed ies ere en seeinsedoea xd 247 Intelligent Contact Center Set Up and Operation Guide 6 Task List NN40170 301 Contents Task List ci ceeced ins ceeew sears eh eea eh re eee ee seks beets eseis 3 oie cde cctccessbcercbnsessedsctaserebeerebasensesiecestes 7 Chapter 1 e Ee eao ccc AE eetccteieewscec secgesesteteceteseeseuse 15 AROULINIS GUNE pucks oiunene tee BeaCseceeeks Sa Sedaaandened ee ean NETER 15 About Contact CEt pes ceciqedse koeei pede eeepeRresenceetecaas beg ea 15 Coiba Center LI oirre ad emia hoe ek ada aoe ie eh rR ol da a 15 Avaya NES Contact Center features 000 00 c aa 20 Using CallPilot call routing with Contact Center 00000 eae 21 FINO AWONA cas came sd hecho
218. odes track statistics that cannot be tracked directly by agents Agents cannot enter System Activity Codes They are automatically recorded by Avaya NES Contact Center when it detects certain activities System Activity Codes appear in the Activity Codes table but you cannot modify or delete them Importing Activity Codes does not affect your System Activity Codes They are not part of the maximum 2 000 entries in the table System Activity Codes use reserved values in the range 9999999999999901 to 9999999999999999 and appear in Activity Code reports System Activity Codes that Avaya NES Contact Center records No Peg when No Activity Code is entered If the agent does not enter an Activity Code by the end of the active peg period Contact Center records the No Peg System Activity Code If an agent enters an Activity Code as their Break Time is ending it is possible that Contact Center will not record the Activity Code and will record the No Peg System Activity Code instead The No Peg System Activity Code is 9999999999999999 Held Call Abandoned for calls on hold that are abandoned If an agent puts a call on hold and the held caller hangs up Contact Center records the Held Call Abandoned Activity Code using the time the caller was on hold The Held Call Abandoned Activity Code is 9999999999999998 Intelligent Contact Center Set Up and Operation Guide 192 Chapter 15 Activity Codes Examples of S
219. of 00 30 is shown in the Distribute for box Click Submit The Distribute for step appears as step 4 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears Greeting is selected by default In the Greeting box type 3 At the Intelligent Caller Input Routing option select Basic Clear the Auto Attendant Skillset Mailbox and CCR check boxes so that just the Operator check box is selected Click Submit The Greeting step appears as step 6 in the Day Routing Table list Click the Insert link of the End step The Routing Step page appears Select the Goto step option From the Goto step list box select 2 Click Submit The Goto step appears as step 6 in the Day Routing Table list Intelligent Contact Center Set Up and Operation Guide 150 Chapter 10 Setting up Routing Tables 29 Click Close to return to the Skillset List page Example of a Night Routing Table To set up the routing table steps shown in Example of Night Routing Table steps follow the procedure To set up the Night Routing Table example Example of Night Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 6 non business hours greeting Not forced play Intelligent Call Input Routing Basic 2 Disconnect There are no parameters for the Disconnect option To set up the Night Routing Table example 1 Start CallPilot Manager Click the Con
220. om 1 20 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 from 1 20 for the call 7 Click Submit Changing a CLID DNIS Route You can change the type of routing that applies to a CLID DNIS call If you want to change the type of call the routing applies to you must create a new route in the CLID DNIS Routing Table To change a CLID DNIS Route 1 Start CallPilot Manager Click the Contact Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears 4 Click the Change link for the route you want to change The CLID DNIS Setup page appears for the route 5 Select the type of routing you want to apply to the call 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 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 from 1 20 for the call NN40170 301 Chapter 5 Setting up skillsets 63 e 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 from 1 20 for the call
221. onal where the agent enters several Activity Codes during a call Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 08 Agent enters Activity Code 2 3 minutes Intelligent Contact Center Set Up and Operation Guide 194 Chapter 15 Activity Codes 9 11 End of call End of active peg period Contact Center applies the last Activity Code entered and autopegs Activity Code 2 for the remainder of the call 3 minutes Example 5 The first agent is Prompted and the second agent is Optional Time Activity Peg time 9 00 Start of call 9 03 Agent 1 enters Activity Code 1 3 minutes 9 05 Agent 1 transfers the call to Agent 2 Agent 1 has until the end of the Active Peg period to enter another Activity Code Because agent 1 did not Contact Center Autopegs the remaining 2 minutes of talk time 9 10 End of call End of the active peg period Because agent 2 did not enter an Activity 5 minutes Code Contact Center records the No Peg System Activity Code for 5 minutes How Activity Codes interact with system features Transfer to Agent If a call is transferred to another agent the second agent can continue to enter Activity Codes for the call Here are three examples all with Prompted Activity Codes Example 1 Both agents enter Activity Codes Time Activity Peg time 9 00 Start of call 1 9 05 Agent
222. 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 handsfree when you monitor calls This ensures call privacy and reduces the office noise level Check the documentation for your telephone to make sure that you can use a headset with it Note You cannot monitor an agent who is e on a conference call e using an Answer DN e onan ISDN or Digital Mobility set e on any type of call if the maximum number of conference bridges 6 are being used Logging on and monitoring agent calls You must be logged on to monitor and answer calls You cannot log on if the maximum number of agents is logged on if you are logged on to another telephone or if someone else is logged on to your telephone You can log on only to skillsets that you are assigned to To log on and monitor agent calls 1 Press eJoJ J 2 Enter your Agent ID number and press OK or J 3 Enter your password and press OK or f 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 Intelligent Contact Center Set Up and Operation Guide 176 Chapter 14
223. ontact Center agents 51 Forcing an agent off Agents usually log out when they are no longer available to receive calls If an agent leaves and does not log off you can force the agent off An agent that is forced off does not receive any new Contact Center calls To force an agent off 1 Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears 4 Click the Force Off link for the agent you want to log off A message appears that asks you to confirm the request to force off the agent 5 Click OK A message appears that says the agent is logged off 6 Click OK The agent status changes to Logged Off on the Agent List page Note If the agent you force off is on a call the call is not interrupted Intelligent Contact Center Set Up and Operation Guide 52 Chapter 4 Setting up Contact Center agents NN40170 301 53 Chapter 5 Setting up skillsets About skillsets Contact Center skillsets answer and distribute calls to agents as they become available Skillsets hold calls for different Contact Center departments such as sales and technical support The default number of skillsets is zero You purchase the number of skillsets you require up to a maximum of 50 For more information see Contact Center Update on page 15 You cannot change the properties of a skillset while it is in use For more information see Skillset properties on pa
224. ontact Center uses Activity Codes set the Break Time to longer than 10 seconds to allow time for Activity Code entry NN40170 301 Chapter 5 Setting up skillsets 55 Delay Answer Delay Answer is a toll saving feature that prevents Contact Center from answering calls and playing greetings when there are no agents available 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 ringback To activate the Delay Answer feature enter a time for Delay Answer The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes The default Delay Answer time is 00 00 Primary Alert Secondary Alert Alert times are time limits for calls waiting in skillsets You can set the alert time for all calls for each skillset When the alert time has passed it produces a flash on a memory button indicator A slowly flashing indicator alerts you that a call has exceeded the Primary alert time A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time The indicator stops flashing when the calls are handled You assign alert times in minutes and seconds There is no default value for alert times Secondary alerts must be greater than primary Agents do not have to be logged on to see the
225. ote Automatic login does not automatically log in agents after you configure it gt You must restart voicemail or reboot the Avaya BCM to enable automatic login You can restart voicemail through Business Element Manager Navigate to the Administration panel gt General gt Service Manager gt voicemail and choose Restart This impacts voicemail functionality and a warning message appears Configuring automatic log in 1 From the Contact Center menu select the Agent List link The Agent List page appears 2 From the Agent list select an agent and click Change The agent s properties page appears Change Agent Agent ID 1 Name Johnny Automatic Login DN 258 3 Inthe Automatic Login DN box enter the DN to which the agent is automatically logged in Click Submit From the Contact Center menu select the Skillset List link The Skillset List page appears 6 From the Skillset List select the skillset to which the agent is assigned and click Agents The Assigned Agents page appears Intelligent Contact Center Set Up and Operation Guide 70 Chapter 5 Setting up skillsets 7 Select the agent and click Change The Change SS Agent page appears Change SS Agent Skillset 1 Agent 1 Priority 10 Automatic Login DN 258 8 Select the Automatic Login check box 9 Click Submit NN40170 301 71 Chapter 6 Setting up skillset mailboxes About skillset mailboxes E
226. otification Off premise Message Notification notifies you or a designated agent when there are new or urgent messages in the skillset mailbox You can receive Off premise Message Notification at any tone dial telephone number pager or extension Note Set up Off premise Message Notification for non business hours Then Off Premise Message Notification does not consume a Reserved or voice channel during busy periods You can receive notification of a message at a maximum of five different destination numbers When the number of retry attempts is reached for each destination number the next number in the series is called For example Avaya NES Contact Center can call your car phone first when there is a message in the skillset mailbox If there is no answer Avaya NES Contact Center waits five minutes and calls your car phone again If there is still no answer Avaya NES Contact Center calls your car phone a third time If there is no answer after three calls Avaya NES Contact Center calls the your home phone Avaya NES Contact Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times Off premise Message Notification the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager Skillset mailboxes have a default Class of Service of 1 Class of Service 1 has these default settings for Off
227. otification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIN or to set up Off premise Message Notification Press PAGER or to select a pager number destination Enter the destination pager number and press OK or Intelligent Contact Center Set Up and Operation Guide 98 Chapter 7 Off premise Message Notification lt x gt 6 Press OK or to accept the destination pager number represented ADD OK by lt x gt y or press ADD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or J Show lt xxxx gt 7 Press NEXT or to accept the default pager message represented CHNG by lt xxxx gt The default pager message sent by Avaya CallPilot is the Avaya CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHNG or to change the pager message The combined limit is 30 characters for the pager phone number and the pager message More dest 8 Press YES or fi if you want to set up another destination number YES NO i press NO or if you do not want to set up another destination number Msg type new 9 Press OK or to be notified when the skillset mailbox receives a CHNG OE new message o
228. outing Table example 148 Default mode skillset 120 Delay Answer 55 Delay Answer feature 203 249 Deleted messages retrieving 86 Deleting agent 50 messages 85 87 Destination number character limit 98 100 107 when CallPilot is behind PBX or Centrex 96 Destination pager number character limit 96 Destination Off premise Message Notification numbers 91 Determining Control DN 71 mailbox interface 33 Message Waiting Indication extension 71 skillset mailbox number 71 DID routing 58 Directory Company 72 Disabling a skillset 67 Display telephone entering characters 31 two line 30 Display Waiting Calls Feature Code 173 Dynamic agent priority 16 18 20 63 E Enable CallerID 168 Enabling a skillset 67 231 Erasing messages 85 87 Expected Wait Time about 132 caption 135 140 greeting number 135 greeting step 140 greetings examples 133 setting up 132 table deleting 136 table setting up 134 wait time interval 135 F Feature 983 telephone administration 17 19 Feature Codes 35 Activity Codes 38 agent 38 Custom Feature Codes 38 descriptions 37 38 Display Waiting Calls 37 39 173 179 Log off 37 38 NN40170 301 Index 255 Log on 37 38 Monitor Agents 37 Monitor skillsets 38 Not Ready 38 Open Mailbox 37 38 Operator Settings 37 programming memory buttons 36 Skillset Status 37 Supervisor Help 37 38 Voicemail DN 37 Forced Play greetings 138 204 Formula for waiting calls 205 Forwa
229. pad or follow the voice prompts to add characters Start hhmm 7 Enter the start time for Off premise Message Notification This is a RETRY OK four digit field Any single digit hour and minute must be preceded by a zero lt start time gt 8 Press AM or RETRY AM y i PM or 22 Intelligent Contact Center Set Up and Operation Guide 100 Chapter 7 Off premise Message Notification lt start time gt RETRY 9 Stop hhmm RETRY jee lt stop time gt RETRY AM i lt stop time gt 12 RETRY OK More dest 13 YES NO J Notify2 none 14 SETUP J Destination 15 PHONE EXT J Pager 16 RETRY OK lt XXXX gt 17 ADD OKJ Show lt xxxx gt 18 CHNG Notify2 pager CHNG OTHR J Press OK or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or PM or BJ Press OK or to accept the stop time Press YES or to set up another destination number Press SETUP to set up another destination number Press PAGER or to select a pager number destination Enter the destination pager number and press OK or J Press OK or to accept the destination pager number represented by lt x gt or press ADD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters
230. pervisor 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 For more information about Supervisor Help see Supervisor Help on page 181 Selection Method Supervisor Help From The Supervisor Help From setting lets you determine where supervisors for escalated requests are chosen from For more information about Supervisor Help see Supervisor Help on page 181 All skillsets sends an unanswered help request system wide to all Avaya NES Contact Center supervisors Agent s skillsets only sends an unanswered help request to only the supervisors assigned to skillsets that the agent is logged on to Enable Caller ID The Enable Caller ID options let you select how you want caller ID information to be displayed on agent telephones e Name with number backup displays the caller s name for 3 seconds and then the skillset name If the caller s name is not available the caller s number is shown e Number only displays the caller s number for 3 seconds and then the skillset name e None displays the skillset name Setting up general Avaya NES Contact Center properties For information about the general Avaya NES Contact Center properties see General Avaya NES Contact Center properties on page 167 To set up the general Avaya NES Contact Center properties 1 Start CallPilot M
231. plication gt Voice Messaging Contact Center to specify the SFTP des tinations When a system administrator defines an SFTP folder as a storage location on the network these storage locations must be on an SCP server The BCM supports OpenSSH 3 7 Note Avaya BCM does not support secure file transfer protocol SFTP as element manager EM screens in Silent Record a Call SRC and Backup Restore Utility BRU indicate Instead the secure copy protocol SCP is supported Therefore wherever an SFTP server is required a server supporting SCP should be setup instead Additionally all instances of the phrase SFTP in the EM should be taken to mean SCP In addition to these agent properties you can assign agents Dynamic Priority when you assign them to a skillset For more information see Dynamic Agent Priority on page 63 Adding an agent or a supervisor You can use the table Avaya NES Contact Center agents on page 240 to record the agents you add Note When adding an agent the Automatic Login feature does not appear You must use the Change command in the Agent List to assign Automatic Login To add an agent 1 Start Avaya CallPilot Manager 2 Click the Contact Center heading NN40170 301 Chapter 4 Setting up Contact Center agents 45 3 Click the Agent List link The Contact CenterAgent List appears Agent List Auto Missed ID Name Super Ans Call Commands Make Not
232. premise Message Notification e Off premise Message Notification enabled e a Retry Interval of five minutes e a Maximum Number of Attempts of 3 For information about changing Class of Service settings see the CallPilot Manager Set Up and Operation Guide You must assign start and stop times for phone and destinations Off premise Message Notification begins when the start time is reached Set the start time for a time when you are at the destination number so that you are there to receive calls A person who receives a Off premise Message Notification call can cancel Off premise Message Notification to their destination number This is useful if a destination is incorrectly programmed and a wrong party receives the calls The recipient of an Off premise Message Notification call hears the following voice prompt Message for name of mailbox owner To log on press fi If you have received this call by mistake please press R Intelligent Contact Center Set Up and Operation Guide 92 Chapter 7 Off premise Message Notification After you set the Off premise Message Notification parameters Off premise Message Notification is enabled automatically Assigning an outdial method to a skillset mailbox The outdial method determines which line line pool or route code the system uses for Off premise Message Notification The default for outdial method is None You must assign an outdial method before you can use an external tel
233. ption 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 5 Click Submit 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 Yes Communicating Activity Codes to supervisors and agents You can print the Activity Code table screen and distribute it to supervisors and agents in your Contact Center Then they will know which Activity Codes your Contact Center uses and how to enter them When you make any changes to your Activity Codes be sure to communicate the changes to the agents and supervisors NN40170 301 Chapter 15 Activity Codes 201 Assigning Activity Code settings to agents and skillsets By default agents and skillsets have Optional prompting for Activity Codes To set up or change Activity Code settings for an agent Refer to e Adding an agent or a supervisor on page 44 e Adding more than one agent on page 46 e Changing agent information on page 48 To set up or change Activity Codes for a skillset Refer to Setting up or changing a skillset on page 56 Generating Activity Code reports You can generate Activi
234. r press CHNG or to change the message type to be notified only when the skillset mailbox receives an urgent message Msg notify 10 Press to end the session ADMIN SELECT NN40170 301 Chapter 7 Off premise Message Notification 99 To set up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers The following steps show you how to enter a phone number destination and then add a pager destination for the first time 1 Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Msg notify 3 Press ADMIN or fi J to set up Off premise Message Notification ADMIN SELECT Destination 4 Press PHONE or 1 to choose a destination phone number PHONE EXT J Ph 5 Enter the destination phone number and press OK or The ce OK destination phone number cannot be longer than 30 digits lt x gt 6 Press OK or to accept the destination phone number ADD OK represented by lt x gt or press ADD or 2 to add special characters and use your dial
235. r 17 Examples of Avaya NES Contact Center configurations 219 Skillset 4 Properties Name Preferred MWI DN 336 Method Least Busy Attendant Ext 222 Use previous ___ calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 30 00 hs mm ss Activity Code Entry Type Prompted Agents 1 2 3 Routing Tables Day Routing Table Skillset 4 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information 1 Greeting 4 Normal No Transfer Distribute For 00 30 Greeting 5 Normal Transfer Distribute For 00 30 BAT Greeting 1 Normal Transfer Distribute For 00 30 Greeting 6 Normal No Transfer Goto Step 2 Close Commands Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Day Routing Table steps 1 Greeting 4 2 Distribute 00 30 3 Greeting 5 Basic Caller Input 9 Transfer to skillset mailbox 4 Distribute 00 30 5 EWT Table 1 Basic Caller Input 9 Transfer to skillset mailbox 6 Distribute 00 30 7 Greeting 6 8 Go to step 2 Intelligent Contact Center Set Up and Operation Guide 220 Chapter 17 Examples of Avaya NES Contact Center configurations Night Routing Table Skillset 4 This routing table DOES NOT guarantee fax delivery to the 1
236. r Logout links when you Teoria click them Contact Center Reports Configuration Operations System timeout A CallPilot Manager session times out after 10 minutes of inactivity This is a security feature that prevents unauthorized access to the system If your session times out the login page appears and a message that says that the session has expired You must log on to continue programming Contact Center If the system times out while you are working on a page any settings that you have not entered on the system by pressing the Submit button are not entered Contact Center access If you use an Avaya BCM system there is no dedicated or default CallPilot or Contact Center Administrator user ID and password For BCM you can create users with CallPilot and Contact Center rights in Element Manager You can also change the users passwords in Element Manager All settings under the Contact Center heading in CallPilot Manager are available once you have set up Contact Center access in Element Manager Intelligent Contact Center Set Up and Operation Guide 30 Chapter 2 About setting up Contact Center For information about Contact Center access rights see the Avaya Business Communications Manager 5 0 Administration and Security Guide Contact Center Mailbox Administration Please choose a Contact Center option Auto Attendant Custom Call Routing Networking Contact C
237. r heading and click the Activity Codes link The Activity Codes page appears 2 Click the Insert link The Activity Code Setup page appears Activity Codes Code ld Name Description Commands End Insert Import Activity Codes From File Mailbox Administration Auto Attendant Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caler gut Rules Activity Code Setup CLIDONIS Routing Table Expected Wait Time Table Activity Codes Customize MMCC Files Activity Code Activity Name Activity Description 3 Inthe Activity Code box type the number of the activity code for example 1 The number can be a maximum of 16 digits long 4 Inthe Activity Name box type the name for the activity code for example Cgy Sales 1 The name can be a maximum of 16 alphanumeric characters long 5 Inthe Activity Description box type a description for the Activity Code for example Calgary sales dept Ist tier The description can be a maximum of 50 alphanumeric characters long 6 Click Submit The new Activity Code appears in the Activity Codes table Intelligent Contact Center Set Up and Operation Guide 198 Chapter 15 Activity Codes To change an Activity Code You can change an Activity Code s name and description You cannot change an Activity Code s number 1 Click the
238. r information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over 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 AVAYA 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 YOU
239. rding a message 87 G General Contact Center parameters 168 Greeting caption 115 116 140 exporting 116 importing 115 Greetings contact center examples 111 Forced Play 138 Greeting parameters in Routing Table 138 Greeting step in Routing Table 137 recording 112 Routing Table parameters 204 types 111 Greetings skillset mailbox example 77 81 H Highest priority call 204 Hours operation for a skillset 145 Routing Tables 131 Hunt groups 230 Indicators Message Waiting 37 54 57 72 170 Primary 237 Secondary 237 Initializing a skillset mailbox 72 Intelligent Caller Input Routing Advanced 20 119 Basic 20 119 Intelligent CLID DNIS Routing 20 119 Intelligent Overflow 17 19 120 Intelligent Routing 20 using with CCR 20 119 Internal messages replying to 88 K Keycodes 27 L Language preference 55 Language changing availability 165 Least Busy method of call distribution 251 Lines assigned to be answered by skillset 53 configuring 161 loading keycode Element Manager 27 28 Logging off agent 51 supervisor 181 Mailbox opening skillset mailbox 74 outdial route 92 skillset mailbox 71 Mailbox interface CallPilot 33 Norstar Voice Mail 33 Manual call presentation 20 42 Memory button indicator 36 37 173 programming 36 37 Message Waiting Indication determining extension 71 extension 251 Message Waiting Indication extension 54 Messages copying 84 deleted retrievin
240. referred Contact Center finds the available agents assigned to and logged in to the skillset and chooses the one with the highest priority If the method is Least Busy the agent that has been available longest is routed the call Avaya NES Contact Center general parameters e Do not assign all the available voice channels as reserved channels Avaya NES Contact Center can use any voice channel but reserved channels are never used by voicemail e A reserved or voice channel is used when aContact Center greeting is played to a caller Off premise Message Notification notifies you of a message in a skillset mailbox NN40170 301 Chapter 16 Tips for operating Avaya NES Contact Center 205 How to calculate the longest time a caller can be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is Wait Time K where maximum calls F _ 1 x maximum greeting length voice channels wait time is the longest time in seconds that a caller can be on hold without hearing a greeting maximum calls is the maximum number of calls that Avaya NES Contact Center can normally handle Inacontact center where external calls are not transferred or forwarded to Avaya NES Contact Center the maximum number of calls is the same as the number of lines programmed to be answered by Avaya NES Contact Center In a contact center where external calls are freque
241. rflow Overflow Rule Table Skillset 5 Rule Mode Condition Action Commands 1 24 Hour No Agents Skillset Mailbox 242 Insert Modify Delete Move End Insert Close Intelligent Contact Center Set Up and Operation Guide 226 Chapter 17 Examples of Avaya NES Contact Center configurations NN40170 301 227 Chapter 18 Troubleshooting Avaya NES Contact Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Avaya NES Contact Center Resetting passwords You can reset passwords if they are lost or forgotten To reset see the Operator password page 227 the Contact Center Administrator password page 228 a skillset mailbox password page 76 an agent password page 50 Resetting the Operator password You can reset the Operator QJ password if it is lost or forgotten 6 X is used by the receptionist Operator and Contact Center Administrator If you reset the Operator password it is reset to 6 7 8 7 2 8 6 7 Operator To reset the Operator password using CallPilot Manager 1 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 Submit The password is reset to 6 7 8 7 2 8 6 7 Operator Intelligent Contact Center Set Up and Operation Guide 22
242. rflow Rule Table page Click the Enable link Click OK to confirm 10 Click Close To delete an Intelligent Overflow Rule 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset with the rule you want to delete The Overflow Rule Table page appears Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion Click OK The rule is deleted from the Overflow Rule Table page Click Close Intelligent Contact Center Set Up and Operation Guide 130 Chapter 9 Setting up Intelligent Routing NN40170 301 131 Chapter 10 Setting up Routing Tables About Routing Tables Routing tables determine how the system answers holds and routes incoming calls to agents in your contact center You set up routing tables to handle incoming calls for each skillset A call in a skillset receives the treatment specified by the routing table The treatment can be a combination of greetings transfers distribution and being on hold If an agent becomes available the call is sent to the available agent Each skillset has a Day and a Night Routing Table Set up the Day Routing Table for your business hours Set up the Night Routing Table for your non business hours The maximum number of steps you can add to a routing table is 20 You can record the routing table steps
243. rs SKILLn Extension cannot be used by Control DN CDN another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Enter as mm ss minimum 00 min 00 sec Break Time maximum 59 min 59 sec 00 30 Enter as mm ss minimum 00 min 00 sec Delay answer maximum 10 min 00 sec 00 00 Attendant extension for the skillset If clear the operator Attendant ext extension is used not selected Primary alert time limit in mm ss Secondary alert time limit in mm ss Use previous _ The number of previous calls calls used to calculate EWT 10 EWT increase allowed selected call time used to calculate EWT before the number of calls Initial Call specified in Use Previous is Duration reached Primary or alternate Appears if Bilingual is enabled in the Language system properties Intelligent Contact Center Set Up and Operation Guide 238 Chapter 19 Avaya NES Contact Center Programming Record Avaya NES Contact Center Greetings Greeting Greeting information number NN40170 301 Chapter 19 Avaya NES Contact Center Programming Record 239 Intelligent Overflow Routing Skillset Service Mode circle one Conditions Action Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Age
244. rval is ten seconds and the agent enters the not ready state then a tone is not played for ten seconds and then is played every ten seconds thereafter You must configure a not ready timeout for the agent to use the Audible Not Ready Timeout feature Missed Call Option Activity Code Entry Type Record A Call 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 If you use a Avaya BCM see the Avaya Business Communications Manager 5 0 Administration and Security guide Activity Code entry types are Prompted and Optional If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes The agent can press F907 at any time during the active call Prompted displays F907 after the call is disconnected but Optional does not Optional is the default For more information about Activity Codes see Activity Codes on page 187 This option appears if Reportin
245. s the call overflows to skillset 2 Skillset 2 agents are the company s less experienced sales agents The Contact Center Administrator e selects the Day service mode e sets the timer to 2 minutes and 30 seconds e selects the Agents not logged in check box e selects Overflow as the action e selects skillset 2 Mode Conditions Action Explanation Day 02 30 and No Agents Overflow 2 The call overflows to skillset 2 if the call is not answered within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 NN40170 301 Chapter 9 Setting up Intelligent Routing 125 Example 8 In this example calls to the contact center are answered by skillset 1 the company s sales skillset If a call is not answered within 10 seconds it overflows to skillsets 2 3 and 4 If the call is not answered within an additional 20 seconds the call goes to the skillset 1 mailbox The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator e selects the Day service mode e sets the timer to 10 seconds e sets Overflow as the action e selects skillsets 2 3 and 4 In the second rule the Contact Center Administrator e selects the Day service mode e sets the timer to 30 seconds e selects the skillset mailbox as the action Mode __ Conditions Action Explanation Day 00 10 Overflow 2 3 4 The call overflows to skillsets 2 3 and 4
246. s Department at Bridgestone Computers At the sound of the tone please leave your order One of our agents will return your call if you need to speak to someone directly Thank you Intelligent Contact Center Set Up and Operation Guide 82 Chapter 6 Setting up skillset mailboxes To record a Personalized skillset mailbox greeting lt Skillset name gt Greeting options REC CHOOSE Greeting PRIME ALT PERS Greeting RETRY Ph CHNG Ph RETRY Record greeting RETRY Accept greeting RETRY PLAY 1 Press eJBJEJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox The skillset mailbox name appears briefly If you use the CallPilot interface Press to open the Greetings Options menu Go to step 4 If you use the Norstar Voice Mail interface 10 11 Press ADMIN or Press GREET or Go to step 4 Press REC or fi Press PERS or to record a Personalized greeting Enter a Personalized greeting number of 1 2 or 3 Press CHNG or fi Enter the phone number maximum 10 digits that you are assigning the Personalized mailbox greeting to Press OK or to accept the phone number Lift your handset At the tone record your greeting Press OK or to end the recording Press OK or to accept the greeting or press PLAY or to listen to the greeting or press RETRY or to re record
247. s PAGER or to choose a pager number destination NN40170 301 Chapter 7 Off premise Message Notification 107 Pager RETRY OK lt x gt ADD OK Show lt xxxx gt CHNG Notify pager CHNG More dest YES NO Msg type new CHNG ox Msg notify ADMIN SELECT 10 11 12 Enter the pager number and press OK or to continue Press OK or to accept the destination pager number represented by lt x gt or press ADD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or Press NEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by Avaya CallPilot is the Avaya CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHNG or to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows notification is set up to a pager Press NEXT or to continue Press YES if you want to set up another destination number or press NO if you do not want to set up another destination number Press OK or if you want to be notified when the skillset mailbox receives a new message or press CHNG or if you want to be notified only when the skillset mailbox receives an
248. s the caller or the location the call was made from e Ifyou want to create a DNIS 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 Intelligent Contact Center Set Up and Operation Guide 62 Chapter 5 Setting up skillsets If you want to create a rule for CLID ANI and a rotary number in the CLID ANI box type the CLID or ANI number and in the Line box type the line number If you want to create a rule for CLID ANI and DNIS in the CLID ANI box type the CLID or ANI number and in the DNIS box type the DNIS number If you have Multimedia Contact Center enabled and you want to assign routing to Multimedia Contact Center calls select the Multimedia Calls check box 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 either a Line CLID ANI or DNIS number 6 Select the type of routing you want to apply to the call 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 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 fr
249. s the next message in the skillset mailbox Pause Temporarily stops a message When you stop the Continue Gr V message you can play the previous message continue playing the current message or skip to the next message STOP PLAY Previous Stops playing the current message and plays the previous s Z message Quit Stops playing the message and plays the Mailbox main menu options Replay Replays the message from the beginning or v lt lt lt lt lt lt Replay Replays the last message V Reply Q Replies to a message Refer to Note 3 on page 86 or S Pa The reply can be either a message to an internal sender s mailbox REPLY a telephone call to an internal or external party Refer to Note 4 on page 86 Save Saves the message being played If you do not delete a Message r 7 message it is automatically saved This option is not shown on the display unless you erase a message If you SAVE erase a message and play the message again you can press SAVE on a two line display telephone Refer to Note 2 on page 86 Volume Adjusts the volume of the message that is playing The Control 7 volume increases each time you press After four presses the volume returns to the lowest level Intelligent Contact Center Set Up and Operation Guide 86 Chapter 6 Setting up skillset mailboxes Notes 1 Because the skillset mailbox has limited message storage space delete any messages you no longer need A
250. sales group or the service group frequently you can set up routing based on CLID ANI and DNIS to quickly route these customers You can route the customers to a skillset with agents that specialize in service or sales to these customers Intelligent Contact Center Set Up and Operation Guide 60 Chapter 5 Setting up skillsets CLID DNIS Routing Table properties Line The line is the line number the call comes in on Any calls that arrive on this line are assigned the routing you select The line number you enter must be a line that is configured to be answered by a skillset CLID ANI The CLID Calling Line Identification or ANI Automatic Number Identification number identifies the caller or the location the call was made from Any calls that have this CLID or ANI number are assigned the priority from 1 20 that you select If a call matches the CLID ANI information in the routing table the call is routed to the skillset you choose You can change the priority from 1 20 of the call in the skillset that is assigned for the line on which the call comes in If you select the Multimedia Calls check box you must have a CLID ANI entry either a phone number or an asterisk An asterisk in the CLID ANI field represents all Multimedia Contact Center calls including browser only calls and phone and browser calls If you select Multimedia Calls and enter an asterisk in the CLID ANI field then all Multimedia Contac
251. service line and enter their personal identification number their call receives priority handling in the contact center Here is how their call is handled 1 The caller hears the greeting for the service line which includes Tf you have a personal identification number please enter it now followed by the key The caller enters their personal identification number If the caller enters their number incorrectly the greeting can be repeated as many as three times which is the number of retries the Contact Center Administrator has set for Retries in Intelligent Caller Routing Advanced 4 Ifthe caller enters their number correctly Contact Center compares the caller s personal identification number with the Match String in the rules for Rules Table 1 5 For Rules Table 1 the Contact Center Administrator created a rule of a fixed length of eight digits because all personal identification numbers are eight digits long 6 The Contact Center Administrator created three rules for Rules Table 1 e rule 4709 Customers with servers have a personal identification number that begins with 4709 e rule 5709 Customers with desktop computers have a personal identification number that begins with 5709 e rule 6709 Customers with laptop computers have a personal identification number that begins with 6709 7 The callers personal identification number is 67095233 which matches the rule for laptop computers 8 The Contact C
252. set Skillset number Day Routing Table start time Night Routing Table start time Day Routing Table steps Night Routing Table steps Contact Center overflow Skillset number Skillset name Rule Service Mode Conditions Actions NN40170 301 Chapter 13 Setting up Avaya NES Contact Center general properties 171 Contact Center Greetings Lists for each Contact Center greeting Greeting number Status whether the greeting is recorded Caption Skillsets that use the greeting Contact Center Intelligent CLID DNIS Routing Line CLID ANI number DNIS number Action Contact Center Intelligent Caller Input Routing Tables Expected Wait Time Activity Codes Length of rule Match string Action EWT Greetings EWT Greeting Table Number Wait Time Interval Greeting ID ID Name Description Line Answering Line Rings Table Skillset Multimedia Contact Center Customized Files Interface Name Files Intelligent Contact Center Set Up and Operation Guide 172 Chapter 13 Setting up Avaya NES Contact Center general properties To generate the System Configuration Report Start CallPilot Manger Click the Reports heading Click the System Configuration link The System Configuration Report appears It can take several minutes to generate the report System Configuration For best results when you print this report select the Landscape layout V
253. set list Adding a Disconnect step Disconnect steps release 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 call Intelligent Contact Center Set Up and Operation Guide 144 Chapter 10 Setting up Routing Tables To add a Disconnect step Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillsets List page appears 4 Click the Day or the Night link for the skillset you want to add a disconnect step to The Day or the Night Routing Table page appears 5 Click the Insert link for a step in the routing table The disconnect step is added before this step To add the disconnect step to the end of the routing table click the Insert link for the End step If the Routing Table is full the End step does not appear The Routing Step page appears Click the Disconnect option Click Submit The Disconnect step appears in the Routing Table list 8 Click Close to return to the Skillset List page NN40170 301 Chapter 10 Setting up Routing Tables 145 Assigning Routing Table hours of operation To assign the routing table hours of operation for each day of the week you set the start times for the Day and Night Routing Tables for each skillset The start times determine which routing table is used for the skillset You can also leave the default as 24 hour operation If you select 24 hour operation t
254. set mailbox must be the same as the Control DN of the skillset If the skillset mailbox has the wrong extension you cannot change the properties for a skillset mailbox Intelligent Contact Center Set Up and Operation Guide 232 Chapter 18 Troubleshooting Avaya NES Contact Center To change a skillset mailbox CDN Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears 3 Click the Change link for the skillset mailbox The page for the skillset mailbox appears In the Extension box type the CDN of the skillset Click Submit Problems viewing skillset settings If you use Netscape Communicator version 4 77 and not all the Avaya NES Contact Center settings shown in this guide appear in your browser refresh the browser by clicking the View menu and clicking Reload Problems transferring calls to the voicemail extension If you create a transfer in a Routing Table Intelligent Overflow or Caller Input Rules the call transfers to the Automated Attendant rather than the CallPilot extension We recommend you transfer to the skillset mailbox rather than the voicemail extension Call processing problems To achieve the most efficient use of your Avaya NES Contact Center make sure you operate Contact Center within its maximum limits If you overload Avaya NES Contact Center slow or unpredictable call processing times can occur The Contact Center maximum configuration limits are 80 acti
255. ss 9 to leave a message Greeting 51 The expected wait time for your call is 6 minutes Please stay on the line or press 9 to leave a message Greeting 52 The expected wait time for your call is 9 minutes Please stay on the line or press 9 to leave a message Intelligent Contact Center Set Up and Operation Guide 210 Chapter 17 Examples of Avaya NES Contact Center configurations Greeting 53 The expected wait time for your call is 12 minutes Please stay on the line or press 9 to leave a message Greeting 54 The expected wait time for your call is 15 minutes Please stay on the line or press 9 to leave a message Greeting 55 All of our representatives are currently assisting other clients Please remain on the line or press 9 to leave a message General Properties Primary alert 03 00 Secondary alert 10 00 CC Reporting Server 1234 Password Enable CC Reporting Data Enabled Stream Reserved channels 2 Supervisor Help request 12 timeout Supervisor Help from All skillsets Enable Caller ID Name with number backup Caller Input Rules Match Table Rule Table 1 Match String Action Commands 1234 Moveto4 Change Delete Table 1 Variable length 3 Skillset Mailbox Change Delete Match string 1234 move to skillset 4 Match string 9 send to skillset mailbox Match Table Rule Table 2 Match String Action Commands Table 2 Fixed length 1 Priority 1
256. stributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms 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 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 Task List Task LEG 0 ciscesee ine cawew i 6s005 4464464 ECR eee Kee ienne
257. t s mailbox number and Message Waiting Indication telephone VM xxxx NEXT MeetMe xxxx NEXT CDN 1 xxxx NEXT CDN 2 xxxx Ext 1 xxx 1 Press Q e 6 The skillset mailbox number for skillset 1 is displayed If None appears the skillset is not configured Press NEXT to continue Press NEXT Press NEXT Press NEXT The Message Waiting Indication MWI extension is displayed If there are messages in the skillset 1 mailbox MWI appears at this extension You assign the MWI extension when you set up the skillset If Unavail appears you have not set up an MWI extension Press next to view the skillset mailbox number and MWI extension for each skillset Press to end the session Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero Give the skillset mailbox passwords to the agents who are responsible for retrieving messages Initializing a skillset mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the skillset mailbox default password to the new password e recording the skillset mailbox name in the Company Directory NN40170 301 Chapter 6 Setting up skillset mailboxes 73 To initialize
258. t point Skip B Advances the message five seconds and continues playing from that Forward point Previous z Stops playing the current message and plays the previous message Message NN40170 301 Chapter 6 Setting up skillset mailboxes 87 Playing skillset mailbox messages CallPilot Available during and after Option playing Description Next 6 Plays the next message in the skillset mailbox If you use this while a Message message is playing it stops playing the current message and plays the next message in the skillset mailbox Call E Places a call to the sender of a message Sender Help Offers a Help menu Y Reply on Replies to a message 7 J VY Envelope Plays the information in the message envelope Envelope information 7 2 includes the date and time the message was sent and if the message is internal the directory name of the sender Forward o Forwards the message to one or more mailboxes You can record an Message 7 BJ 7 introduction to the forwarded message Reply a Replies to a message and all recipients of the message Refer to All 7 4 Note 3 on page 86 Delete o Deletes the current message Deleted messages remain in the 7 6 Z skillset mailbox until the session ends Refer to Notes1 and 2 on page 86 Retrieving erased messages After you play your messages and end your skillset mailbox session any messages that you do not
259. t Center calls are routed to that specific skillset If you want to route the phone and browser calls to another skillset then program a CLID ANI entry with a telephone number This is a separate entry from browser only calls DNIS DNIS Dialed Number Identification Service sends a call directly to an internal extension without going through the operator A DNIS number identifies the number the call is made to If a call matches the DNIS information in the routing table the call is routed to the skillset you choose You can change the priority of the call in the skillset that is assigned for the line the call comes in on Multimedia Calls Select the Multimedia Calls check box if you want Multimedia Contact Center calls assigned to this route You must have Multimedia Contact Center enabled Incoming Multimedia Contact Center calls are assigned the Priority you select If you select the Multimedia Calls check box you must have a CLID ANI entry either a phone number or an asterisk An asterisk in the CLID ANI field represents all Multimedia Contact Center calls including browser only calls and phone and browser calls If you select Multimedia Calls and enter an asterisk in the CLID ANI field then all Multimedia Calls are routed to the specific skillset If you want to route the phone and browser calls to another skillset then program a CLID ANI entry with a telephone number So it is a separate entry from the brows
260. t be on an SCP server Avaya BCM supports OpenSSH 3 7 Intelligent Contact Center Set Up and Operation Guide 48 Chapter 4 Setting up Contact Center agents Note BCM does not support secure file transfer protocol SFTP as element manager EM screens in Silent Record a Call SRC and Backup Restore Utility BRU indicate Instead the secure copy protocol SCP is supported Therefore wherever an SFTP server is required a server supporting SCP should be setup instead Additionally all instances of the phrase SFTP in the EM should be taken to mean SCP 18 Click Submit Note Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed These agents are not included in the number of agents added Changing agent information You can change an agent s name e Automatic Login DN e supervisor status e Automatic Answer setting e Override Skillset Break Time e Not Ready Timeout e Manual Not Ready Timeout e Audible Not Ready Notification e Missed Call Option e Activity Code setting e Record a call e Max Message Length e Recorded Call Destination Note You cannot change the properties of an agent who is logged on Ask the agent to log off and then make the changes NN40170 301 Chapter 4 Setting up Contact Center agents 49 Change Agent Agent ID 2 Name Agent2 Automatic Login DN Supervisor E Automatic Answer
261. t skillset break time You can configure each individual agent s break time The time is set on an agent basis rather than on a skillset wide basis Not Ready Timeout The Not Ready Timeout is for agents who have missed a call and been made busy You configure the not ready timeout setting to automatically place the agent in the available state after a preconfigured time out After the administrator configured wait time agents are automatically placed back into service Agents still retain the flexibility to manually make themselves ready You can configure the timeout for each agent and it will override the break time configured for the skillset Manual Not Ready Timeout The Manual Not Ready Timeout feature forces agents back into service after the specified time You configure the manual not ready timeout setting so agents using F908 can manually place themselves back in the available state after a preconfigured time out Agents use F908 to give themselves a break from receiving calls If this option is not set agents can remain in F908 indefinitely NN40170 301 Chapter 4 Setting up Contact Center agents 43 Audible Not Ready Notification Interval You configure the Audible Not Ready Notification Interval so an audible tone plays at the agent s telephone set on a configurable interval as long as the agent is in the not ready state The tone plays after the length of every interval For example if the inte
262. t to add a Transfer step to The Day or the Night Routing Table page appears 5 Click the Insert link for the step you want to add a Transfer step to The Routing Step page appears 6 Select where you want to transfer the call to e if you want to transfer the call to an extension select Transfer to Extension and enter the extension e if you want to transfer the call to a mailbox select Transfer to mailbox and enter the mailbox number e if you want to transfer the call to an external number select Transfer to external and enter the external number from the Outdial Method list box select Line Pool or Route if you select Line or Pool in the Line Pool box enter the line or line pool number e if you want to transfer the call to the Automated Attendant select Transfer to Auto Attendant From the list box you can select the Greeting Table you want to transfer calls to or None e if you want to transfer the call to the operator select Transfer to Operator e if 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 Note You or the System Administrator must set up a CCR Tree before you can select it For information about setting up a CCR Tree see the CallPilot Manager Set Up and Operation Guide NN40090 300 7 Click Submit The Transfer step appears in the Routing Table list 8 Click Close to return to the Skill
263. t to create a rule for The Match Table page appears Match Table Rule Table 1 Match String Action Commands NN40170 301 Chapter 11 Creating Caller Input Rules 155 8 Click Add The Match Rule Setup page appears Logout Help 10 Match Rule Setup Rule Table 1 Match String Action Move to Skillset 1 Send to Skillset Mailbox Transfer to Extension Transfer to Mailbox O Transfer to External Outdial Method Line Line Pool Transfer to Auto Attendant None Greeting Table Select None for default 44 prompt O Transfer to Operator Change Call Priority Only New Call Priority No Change In the Match String box type the string you want to match You can use and as wildcard characters For information about using wildcard characters see Using wildcard characters on page 156 Select an action for how you want to route the call if you want to transfer the call to another skillset select Move to Skillset from the list box select the number of the skillset you want to transfer the call to if you want to change the priority of the call select a number between 1 and 20 from the New Call Priority list box The default is 10 if you want to transfer the call to the skillset mailbox select Send to Skillset Mailbox if you want to transfer the call to an extension select Transfer to Extension and in the box
264. t to view a skillset from 1 9 enter the skillset number and then press OK If you want to view a skillset from 10 50 just enter the number of the skillset If you want to return to the previous display press QUIT If you want to re enter the skillset number press RETRY e 4 to view the previous skillset e 6 6 or NEXT to view the next skillset to exit 6 The session ends when you press or 4 Intelligent Contact Center Set Up and Operation Guide 148 Chapter 10 Setting up Routing Tables Note Remember to manually choose the Day Routing Table or the Auto Service Mode when your business returns to regular hours Example of a Day Routing Table To set up the routing table steps is shown in Example of Day Routing Table steps follow the procedure To set up the Day Routing Table example Example of Day Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 1 information greeting Forced Transfer none enabled 2 Distribute for 1 00 one minute 3 Greeting Greeting 2 general company greeting Not forced play Intelligent Call Input Routing Basic with defaults 4 Distribute for Accept default distribute for 00 30 thirty seconds 5 Greeting Greeting 3 please wait greeting Not forced play Intelligent Call Input Routing Basic with operator default 6 Goto Routing Table step 2 To set up the Day Routing Table
265. tact Center heading Click the Skillset List link The Skillset List page appears 4 Click the Night link for Skillset 1 The Night Routing Table page appears 5 Click the Insert link The Routing Step page appears The Greeting option is selected by default In the Greeting box type 6 At the Intelligent Caller Input Routing option select Basic Click Submit The Greeting step appears as step 1 in the Night Routing Table list 9 Click the Insert link for the End step The Routing Step page appears 10 Select the Disconnect option 11 Click Submit The Disconnect step appears as step 2 in the Night Routing Table list 12 Click Close to return to the Skillset List page NN40170 301 Chapter 10 Setting up Routing Tables 151 Changing a Routing Table You must disable a skillset before you can change its routing table For how to disable a skillset see Disabling a skillset on page 67 To Follow the procedure Insert steps Adding a Greeting step on page 139 Adding a Distribute for step on page 141 Adding a Goto step on page 142 Adding a Transfer step on page 142 Adding a Disconnect step on page 143 Review steps To review Routing Table steps on page 151 Modify steps To modify Routing Table steps on page 151 Delete steps To delete Routing Table steps on page 152 To review Routing Table steps You can review the steps for enabled skillsets
266. ted Symbols and text conventions These symbols are used to Highlight critical information for the Avaya BCM system Caution Alerts you to conditions where you can damage the equipment A Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work l f improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding EA strap before performing the maintenance procedure p Warning Alerts you to remove the Avaya BCM main unit and 2 expansion unit power cords from the ac outlet before performing any maintenance procedure NN40170 301 Chapter 1 Getting started 25 These conventions and symbols are used to represent the Business Series Terminal display and Convention Example Used for Word in a special font shown in Pswd Command line prompts on display telephones the top line of the display Underlined word in capital letters PLAY Display option Available on two line display shown in the bottom line of a two telephones Press the bu
267. tem wide a potential supervisor is any logged on supervisor If escalation is skillset based a potential supervisor is one who is logged onto the requesting agent s skillsets The request is denied by the the request escalates to all potential supervisors except for the selected selected supervisor supervisor unless the selected supervisor is the only potential supervisor The request is ignored the request escalates to all potential supervisors NN40170 301 Chapter 14 Monitoring Avaya NES Contact Center call activity 183 Agents can request Supervisor Help only if they are on an active Contact Center call They cannot use Supervisor Help if they are not logged in not ready idle have a call on hold or are on a non Contact Center call An agent can cancel Supervisor Help at any time before a supervisor answers the request When an agent requests Supervisor Help Contact Center looks for a single suitable supervisor to handle the request If no supervisor is available or the selected supervisor denies or ignores the request the request is escalated You set up supervisor selection to be either system wide or skillset based System wide selection looks for all the available supervisors Skillset based selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to Configuring Supervisor Help To set up Supervisor Help you must configure the general Contact Center properti
268. ter and Multimedia Contact Center You can also choose the specific number of agents and skillsets that your business requires You purchase Intelligent Contact Center and then purchase the number of agents skillsets Reporting and Multimedia as required Intelligent Contact Center has increased maximum capacities for example 80 active agents and 50 skillsets for BCM450 and 50 active agents and 30 skillsets for BCM50 Table 1 shows the capacities available for the BCM450 system Table 2 shows the capacities available for the BCM50 system Intelligent Contact Center Set Up and Operation Guide 16 Chapter 1 Getting started Table 1 Intelligent Contact Center Capacities for BCM450 Features Intelligent Contact Center for BCM450 Skillsets Default 1 maximum 50 Configured agents available agent IDs Maximum 250 Active agents includes supervisors Active agents are agents who are logged on to one skillset or a combination of skillsets Default 2 maximum 80 Dynamic agent priority levels 20 Dynamic call priority levels 20 Active calls in all skillsets 100 Maximum active calls per skillset 100 Maximum lines configured for Avaya NES Contact 100 Center Voice ports with CEC 63 Voice ports without CEC 35 Voice ports used for fax with CEC 8 Voice ports used for fax without CEC 4 Routing tables per skillset 2 Greetings 150 Maximum time per greeting 1000 mins Maximum time for all gr
269. ters how long your Delay Answer is e the number of rings configured for your Contact Center lines in Auto Attendant e that you have correctly configured the CDN for the skillset Intelligent Contact Center Set Up and Operation Guide 234 Chapter 18 Troubleshooting Avaya NES Contact Center e To pick a Control DN go into the Business Element Manager and click the Configuration tab Then click Telephony gt Sets gt Inactive DNs page Click Model and use a DN tagged as an Application model Make sure the DN you are using is not already used as a skillset DN or as the MeetMe DN Use Feature 985 F985 to view both lists Avaya NES Contact Center calls do not follow Call Forward rules but non Contact Center calls do For example an agent is logged onto a set that is configured to CFNA to voicemail A call is distributed to the agent who does not answer it and the call is returned to the skillset but the desired behavior is to transfer the call to voicemail Non Contact Center calls that do not get answered do go to voicemail To have non Contact Center calls to go to voicemail and Contact Center calls to return to the skillset make sure that the number of rings for Call Forward to Voicemail is set to greater than the Transfer Callback Timer To have both Contact Center and non Contact Center calls to go to voicemail make sure that the number of rings for Call Forward to Voicemail is set to less than the Transfer Callback Timer
270. tes Greeting 103 The expected wait time for your call is approximately ten minutes Greeting 150 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 these examples greetings 100 103 are wait time intervals Greeting 150 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 and Basic and Advanced Intelligent Caller Input Routing Callers can interrupt an EWT greeting the same way they interrupt a normal greeting Intelligent Contact Center Set Up and Operation Guide 134 Chapter 10 Setting up Routing Tables To set up an EWT Table Click the Contact Center heading 2 Click the Expected Wait Time Tables link The EWT Greeting Tables page appears You can create a maximum of 20 EWT Greeting Tables Logout Help EWT Greeting Tables Mailbox Administration Auto Attendant Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routing Table Expected Wait Time Table Activity Codes Customize MMCC Files Configuration 3 Click the Create link The EWT Greeting Table page appears EWT Greeting Table Expected Wait Time Table ID 1 This table is incomplete
271. ther agent If the agent who listens to the message erases the message after writing down what it says e the next agent does not waste time listening to the same message Intelligent Contact Center Set Up and Operation Guide 84 Chapter 6 Setting up skillset mailboxes e the next agent knows if the callback was successful or not e only one agent contacts the caller If only one agent is responsible for retrieving messages at your contact center this agent does not need to transcribe and delete each message before callback This agent handles messages and knows the status of the old messages Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use e To play skillset mailbox messages Norstar Voice Mail on page 84 e To play skillset mailbox messages CallPilot on page 86 To play skillset mailbox messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface 1 Press eJBeJEJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 new 0 saved 2 Press PLAY or to listen to your messages PLAY REC For other options see the table Playing skillset mailbox messages Norstar Voice Mail on page 84 3 Press to end the session The table Playing skillset mailbox messages Norstar Voice Mail shows the message options available to you during and a
272. tified only when the skillset mailbox receives an urgent message 7 Press to end the session About setting up Off premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX remember to insert a P depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager phone number and the pager message For example to reach your pager enter HI4J2IEJGJEJHJeJ 8 4 HB NN40170 301 Chapter 7 Off premise Message Notification 97 where recognize dial tone 0 SESSE inserts a timed pause specifies the next digits are special characters specifies that the next digits are the numbers to be dialed 6 8 4 is the pager phone number dialed Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination phone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager Msg notify ADMIN SELECT Destination PHONE EXT Pager RETRY OK Press Q ej f J Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message N
273. tion about skillsets and the calls waiting in skillsets The table below describes the information in each display Display Description Skill 1 Enabled the skillset number and the status of the skillset The status can be Enabled Disabled or Uninit uninitialized 1 6 agents the skillset number and how many agents are currently logged on to the skillset 1 10 calls the skillset number and the number of calls waiting in the skillset 1 wait 9 45 the skillset number and the longest time a call has been waiting in the skillset Display Waiting Calls lets you know when a skillset in your contact center gets very busy You can then ask qualified agents to log on to the busy skillset To monitor skillsets 1 Press 6 The skillset display for skillset 1 appears On a one line display Ona two line display telephone To telephone press press B or GOTO enter the number of the skillset you want to monitor 2 or SKILL monitor the next enabled skillset or 6 or 6 or NEXT go to the next skillset 4 or PREV go to the previous menu E go to the next menu 6 cancel the session E Ce exit Note If at any time during a monitoring session you press a programmed memory key your monitoring session ends Do not press a memory key unless you want to end your monitoring session NN40170 301 Chapter 14 Monitoring Avaya NES Contact Center call activity 179 An
274. to 50 digits e Ifyou select Variable in the 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 6 Click Submit To change a Caller Input Rule 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Rules link for the table that has the rule you want to change The Match Table page appears Click the Change link for the rule you want to change The Match Rule Setup page appears Make the changes you require to the Match String or Action Click Submit The Match Table page appears with the changed rule Click Close to return to the Caller Input Rules Tables page or repeat steps 5 through 7 to change another rule NN40170 301 Chapter 11 Creating Caller Input Rules 159 Deleting a Caller Input rule You can delete a Caller Input rule at any time To delete a Caller Input rule 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Rules link for the table with the rule you want to delete The Match Table page appears Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion Click OK The rule is deleted from the Match
275. to end the session How to handle missed requests When a supervisor s Supervisor Help LCD indicator is flashing the supervisor can retrieve escalated or missed Supervisor Help requests If there are one or more requests Contact Center shows all of the requests Escalated requests for calls that are still active are shown first from the oldest to most recent After that missed requests are shown from the oldest to the most recent A supervisor can accept the call by pressing the YES softkey After the supervisor accepts the request the request no longer appears to other supervisors who are retrieving help requests Their displays show the next escalated request or the first missed request if there are no more escalated requests or No help requests if there are no more missed requests For a missed request the prompt aa aname asked appears and the supervisor can retrieve information about the call by pressing the INFO softkey or can move to the next request by pressing the NEXT softkey An example of retrieving an escalated request The supervisor launches the Supervisor Help feature by pressing the Supervisor Help F906 feature key 1 Launch the Supervisor Help feature by pressing 9 0 6 or the F906 memory button on your telephone Help aa 2 The display shows the ID and name of the agent requesting help See Press YES to accept the help request or press INFO to see more information about the request
276. tton directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier Indicates command names and options and text that you need to enter text Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier Indicates command syntax and system output for example prompts text and system messages Example Set Trap Monitor Filters FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE Related Publications This guide refers to the following additional documents CallPilot Manager Set Up and Operation Guide NN40170 300 CallPilot Telephone Administration Guide NN40170 601 CallPilot Contact Center Telephone Administration Guide NN40170 600 Contact Center Agent Guide NN40040 101 Contact Center Supervisor Guide NN40040 102 Keycode Installation Guide NN40010 301 Intelligent Contact Center Set Up and Operation Guide 26 Chapter 1 Getting started Customer Service Visit the Avaya Web site to access the complete range of services and support that Avaya provides Go to http www avaya com support or go to one of the pages listed in the followin
277. ty Code reports that are sorted according to Activity Code skillset and agent For information on generating these reports see the Reporting for Contact Center Setup and Operations Guide NN40040 602 You can view a list of your Activity Codes by ID name and description in the System Configuration report For more information see To generate the System Configuration Report on page 172 How agents enter Activity Codes 6 is the Feature Code for Activity Codes We recommend that agents program to a memory button on their telephone For how to program a Feature Code to a memory button see Programming a memory button with a Feature Code on page 36 1 During or after a call but before the end of the active peg period the agent presses 9 oO 7 If an agent is Prompted and has not entered an Activity Code by the end of the call an B 0 7 session starts automatically Activity Id 2 The agent enters the Activity Code number and presses OK RETRY OK Sales support 3 The Activity Code name is displayed in this example Sales RETRY OK support The agent presses OK to confirm this is the correct Activity Code Intelligent Contact Center Set Up and Operation Guide 202 Chapter 15 Activity Codes Another actv 4 The agent can press YES to enter another Activity Code or press YES _ NO NO to end the Q 0 7 session Pressing NO or releasing the session on this display subm
278. u use e To reply to an internal caller Norstar Voice Mail on page 89 e To reply to an internal caller CallPilot on page 89 Replying to an internal caller If you use and you want to use Norstar Voice Mail reply to the caller s CALL to transfer to the internal caller s extension extension leave a message in the MSG to record and send a reply to the internal caller s caller s mailbox mailbox CallPilot reply to the caller s Call Sender P to transfer to the internal caller s extension extension leave a message in the Reply to record and send a reply to the caller s mailbox internal caller s mailbox NN40170 301 Chapter 6 Setting up skillset mailboxes 89 To reply to an internal caller Norstar Voice Mail 1 REPLY ERASE MSG CALL 1 new 0 saved 2 PLAY REC J End of message 3 Reply to msg 4 Press e B 0J Follow the voice prompts or the display button options to open the skillset mailbox Press PLAY or 2 After you listen to the message press REPLY or P Press CALL or to call the caller or press MSG or to record and send a reply To reply to an internal caller CallPilot 1 Replying to an external caller Press 5 9 8 f1 Follow the voice prompts or the display button options on your telephone to open the skillset mailbox A mailbox summary is announced While you are in your message
279. up skillset mailboxes To record a Primary or Alternate skillset mailbox greeting 1 Press Q e f Follow the voice prompts or the display button options to open the skillset mailbox lt Skillset name gt 2 The skillset mailbox name appears briefly 3 If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press ADMIN or e Press GREET or e Go to step 4 Greeting options 4 Press REC or ff J REC CHOOSE Greeting 5 Press PRIME or 1 to record the Primary greetin PRIME ALT ve 7 or press ALT or X to record the Alternate greeting If you are changing a greeting the current greeting starts to play Not recorded 6 If this is the first time you are recording a greeting this display appears briefly Record now 7 Press YES or and record your greeting at the tone YES NO QUIT E ENE j Record greeting 8 Press OK or to end the recording RETRY OK Accept greeting 9 Press OK or f to accept the recording RETRY PLAY er press PLAY or to listen to the greeting or press RETRY or X to rerecord the greeting 10 Press 4 to end the session NN40170 301 Chapter 6 Setting up skillset mailboxes 79 Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting you must choose which greeting plays You can change the s
280. urgent message Press CC to end the session Intelligent Contact Center Set Up and Operation Guide 108 Chapter 7 Off premise Message Notification Deleting a destination number If you have more than one destination number for Off premise Message Notification you can delete a destination To delete a destination number 1 2 Msg notify ADMIN SELECT Notify 1 lt x gt CHNG OTHR Notify 1 lt x gt 5 DEL INS Notify 1 lt x gt CHNG OTHR Msg notify ADMIN SELECT Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press NOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIN or to set up Off premise Message Notification Press OTHR if you want to delete the first destination or press NEXT or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHR Press DEL to delete the first destination number The first destination number is deleted The Notify 2 destination changes to become the Notify 1 destination number To delete more destination numbers press OTHR and repeat steps
281. ve agents 100 active calls and 50 skillsets in BCM450 and 50 active agents 30 active calls and 30 skillsets in BCM50 Although these are the configuration limits for Avaya NES Contact Center software we recommend that you are cautious about approaching the maximum of any of these limits Avaya Business Communications Manager has other services that also use its hardware and software resources As a guideline we recommend that if you are approaching the limit for agents active calls or skillsets you keep the other two settings at about half their configurable maximum or less Excessive Call Ringback If callers hear ringback for a long time possibly interrupted by distribute tones partial or full greetings before they get an agent NN40170 301 Chapter 18 Troubleshooting Avaya NES Contact Center 233 e Check whether your Transfer Ringback Timer has a high threshold value Set your transfer callback to a higher value than the ring delay for CFNA e Ask agents to use the Not Ready Feature Code 4 JO 8 when they are not available to take calls As explained in Do Not Disturb on page 230 agents must not use Do Not Disturb Agents must set their CFNA to the voicemail extension or the skillset extension if they do not have a mailbox Agent using Avaya 7316E Digital Deskphone sets must program all Avaya NES Contact Center Feature codes F904 908 and 909 to one of the bottom five keys on each side of the display
282. w whether a skillset is enabled or disabled e view the number of agents logged on to the skillset e view the number of calls waiting e view the longest wait time of a call To provide easy one button access to this feature program a memory button that has an indicator with Q fo Refer to Programming a memory button with a Feature Code on page 36 Log on Log off e log on or off PJOj4 Monitor agents s iet mentor nt JOS ets you monitor agents Supervisor Hel T No na e lets you take agents help requests Not Ready e extend a Break Time period if agents need time after calls to do paperwork or goe wrap up tasks For more information about Break Time properties for a skillset see Break Time on page 54 Record a Call e record an active telephone call The recorded message is usually placed in your oele mailbox With appropriate setup the call can also be placed as a wav file in a network location v x e h essional Call Recording 5 G e record an active call a three party conference call a multi party conference call a Meet Me Conferencing conference call a privacy conference call or a silently monitored call for hunt groups or Contact Centers The feature delivers the recorded call as a WAV file together with the call log data to an email address or it is streamed to a server Professional Call Recording works through the prov
283. word the next time they log on To reset an agent s password 1 Log on to CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears Click the Reset Password link for the agent whose password you want to reset A message appears that asks you to confirm the request to reset the password Click OK A message appears that the agent s password is reset The agent password is set to 0000 Click OK Deleting an agent Deleting an agent removes the agent from Contact Center The agent is removed from the Agent List and all the skillsets they are assigned to If you want to remove an agent from a skillset see Unassigning an agent from a skillset on page 66 Note You cannot delete an agent who is logged on Ask the agent to log off and then delete them To delete an agent 1 Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears Click the Delete link for the agent you want to delete A message appears that asks you to confirm the deletion If the agent you want to delete is logged on the Delete button is not available If the agent you want to delete has logged on while you are deleting them a message appears that says that the agent must log off before you can delete them Click OK A message appears that says the agent is deleted Click OK NN40170 301 Chapter 4 Setting up C
284. x enter the start time in 24 hour format 6 Click Submit 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 setup 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 Code B 8 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 Auto Service Mode to the skillset Day The skillset uses the Auto Service mode and the Day Routing Table You must configure the Day Routing Table before you can assign the Auto 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 Auto Service Mode and the Night Routing Table 24Hour 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 a Service Mode Invalid You have only partially configured the skillset You cannot enable this skillset Note If you originally configure the skillset with a
285. y Not Ready previously known as Make Busy is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks Off premise Message Notification Off premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox Priority You assign a priority to each agent according to their qualifications On Enhanced and Professional Contact Center agents can have dynamic agent priority Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets If a call exceeds the Primary alert time limit you are given a visual warning on programmed memory button indicators The other alert time is Secondary alert time Make Not Ready Return to Skillset Make Not Ready Return to Skillset previously known as Auto Make Busy is an agent property that 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 Intelligent Contact Center Set Up and Operation Guide 252 Glossary Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed You can monitor the real
286. you delete the skillset properties and the L f programming for the skillset The skillset properties deleted include the assigned agents day and night routing tables service mode overflow table and skillset mailbox To unconfigure a skillset 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Click the Unconfigure link for the skillset you want to unconfigure A message appears that asks you to confirm the request to unconfigure the skillset 5 Click OK The programming for the skillset is removed from the Skillset List page Automatic login Automatic login is designed for survivability in the event of a system reboot during the business day With automatic login you can configure agents to be automatically logged back in to Avaya NES Contact Center if there is a system reboot during the business day Agents who are configured to be automatically logged in are logged back in to Contact Center when it restarts provided that the configured DN is available NN40170 301 Chapter 5 Setting up skillsets 69 If the DN is not available then the agent is not logged in automatically until Contact Center is restarted and the DN is available The agent can be logged in manually to another DN or the same DN if the configured DN was not available at start up The agent can also be manually logged out of a DN and logged into an alternate DN or the same DN N
287. ystem Activity Code calls Example 1 No Peg A call where the agent does not enter an Activity Code Time Activity Peg time 9 00 Start of call 9 10 End of call If Activity Codes are Prompted and the agent does not enter an Activity Code Contact Center starts a F907 session If the Break Time is 0 Contact Center does not start a F907 session Whether Activity Codes are Prompted or Optional if the agent does not enter an Activity Code Contact Center records the No Peg System Activity Code for 10 minutes Example 2 Held Call Abandoned and No Peg A Prompted call where an on hold caller hangs up Time Activity Peg time 9 00 Start of call 9 05 Agent puts call 1 on hold 9 05 Start of call 2 9 07 Call 1 on hold hangs up Contact Center records the Held Call 2 minutes Abandoned System Activity Code for 2 minutes and the No Peg System 5 minutes Activity Code for 5 minutes Prompted and Optional Activity Code logging You apply the Prompted or Optional setting to skillsets and agents using CallPilot Manager If you set a skillset to Prompted all of the calls to the skillset must have Activity Codes entered for them If you set an agent to Prompted the agent must enter an Activity Code for every call they answer If either the skillset or the agent setting is Prompted entering Activity Codes for calls is prompted If both skillset and agent are optional entering Activity Codes

Avaya Business Communications Manager - Intelligent Contact Center User's Manual

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