Avaya Communication Manager Contact Center User manual

Avaya

™

Communication Manager

Contact Center

Guide to ACD Contact Centers

Release 1.3

555-233-516

Issue 1.0

May 2003

Notice

While reasonable efforts were made to ensure that the information in this

document was complete and accurate at the time of printing, Avaya Inc.

can assume no liability for any errors. Changes and corrections to the

information in this document may be incorporated in future releases.

Preventing toll fraud

“Toll fraud” is the unauthorized use of your telecommunications system

by an unauthorized party (for example, anyone who is not a corporate

employee, agent, subcontractor, or person working on your company's

behalf). Be aware that there may be a risk of toll fraud associated with

your system and that, if toll fraud occurs, it can result in substantial

additional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need

technical assistance or support, call Technical Service Center Toll Fraud

Intervention Hotline at +1-800-643-2353 for the United States and

Canada. For additional support telephone numbers, see the Avaya Web

site:

http://www.avaya.com

Select Support, then select Escalation Lists. This Web site includes

telephone numbers for escalation within the United States. For escalation

telephone numbers outside the United States, select Global Escalation

List.

Providing telecommunications security

Telecommunications security (of voice, data, and video communications)

is the prevention of any type of intrusion to (that is, either unauthorized or

malicious access to or use of) your company's telecommunications

equipment by some party.

Your company's “telecommunications equipment” includes both this

Avaya product and any other voice/data/video equipment that could be

accessed via this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent,

subcontractor, or person working on your company's behalf. Whereas, a

“malicious party” is anyone (including someone who may be otherwise

authorized) who accesses your telecommunications equipment with

either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed

and/or circuit-based) or asynchronous (character-, message-, or

packet-based) equipment or interfaces for reasons of:

• Use (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or

toll-facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated

with your system and/or its networked equipment. Also realize that, if

such an intrusion should occur, it could result in a variety of losses to your

company (including, but not limited to, human and data privacy,

intellectual property, material assets, financial resources, labor costs, and

legal costs).

Your responsibility for your company’s telecommunications

security

The final responsibility for securing both this system and its networked

equipment rests with you – an Avaya customer's system administrator,

your telecommunications peers, and your managers. Base the fulfillment

of your responsibility on acquired knowledge and resources from a

variety of sources, including, but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and

your peers should carefully program and configure:

• Your Avaya-provided telecommunications systems and their

interfaces

• Your Avaya-provided software applications, as well as their

underlying hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products.

Part 15: Class A Statement

For the MCC1, SCC1, G600, and CMC1 Media Gateways:

Part 15: Class B Statement

For the G700 Media Gateway:

Canadian Department of Communications (DOC)

Interference Information

For MCC1, SCC1, G600, and CMC1 Media Gateways:

This Class A digital apparatus complies with Canadian ICES-003.

Cet appareil numérique de la classe A est conforme à la norme NMB-003

du Canada.

For the G700 Media Gateway:

This Class B digital apparatus complies with Canadian ICES-003.

Cet appareil numérique de la classe B est conforme à la norme

NMB-003 du Canada.

This equipment meets the applicable Industry Canada Terminal

Equipment Technical Specifications. This is confirmed by the registration

number. The abbreviation, IC, before the registration number signifies

that registration was performed based on a Declaration of Conformity

indicating that Industry Canada technical specifications were met. It does

not imply that Industry Canada approved the equipment.

Japan

For the MCC1, SCC1, G600, and CMC1 Media Gateways:

This is a Class A product based on the standard of the Voluntary Control

Council for Interference by Information Technology Equipment (VCCI). If

this equipment is used in a domestic environment, radio disturbance may

occur, in which case, the user may be required to take corrective actions.

Note: This equipment has been tested and found to comply with

the limits for a Class A digital device, pursuant to Part 15 of the

FCC Rules. These limits are designed to provide reasonable

protection against harmful interference when the equipment is

operated in a commercial environment. This equipment generates,

uses, and can radiate radio frequency energy and, if not installed

and used in accordance with the instruction manual, may cause

harmful interference to radio communications. Operation of this

equipment in a residential area is likely to cause harmful

interference, in which case the user will be required to correct the

interference at his own expense.

Note: This equipment has been tested and found to comply with

the limits for a Class B digital device, pursuant to Part 15 of the

FCC Rules. These limits are designed to provide reasonable

protection against harmful interference in a residential installation.

This equipment generates, uses, and can radiate radio-frequency

energy and, if not installed and used in accordance with the

instructions, may cause harmful interference to radio

communications. However, there is no guarantee that interference

will not occur in a particular installation. If this equipment does

cause harmful interference to radio or television reception, which

can be determined by turning the equipment off and on, the user is

encouraged to try to correct the interference by one or more of the

following measures:

• Reorient the receiving television or radio antenna where

this may be done safely.

• To the extent possible, relocate the receiver with respect

to the telephone equipment.

• Where the telephone equipment requires AC power,

plug the telephone into a different AC outlet so that the

telephone equipment and receiver are on different

branch circuits.

• Consult the Dealer or an experienced radio/TV

technician for help.

For the G700 Media Gateway:

This is a Class B product based on the standard of the Voluntary Control

Council for Interference by Information Technology Equipment (VCCI). If

this equipment is used in a domestic environment, radio disturbance may

occur, in which case, the user may be required to take corrective actions.

Part 15: Personal Computer Statement

This equipment has been certified to comply with the limits for a Class B

computing device, pursuant to Subpart J of Part 15 of FCC Rules. Only

peripherals (computing input/output devices, terminals, printers, etc.)

certified to comply with the Class B limits may be attached to this

computer. Operation with noncertified peripherals is likely to result in

interference to radio and television reception.

Part 68: Answer-Supervision Signaling

Allowing this equipment to be operated in a manner that does not provide

proper answer-supervision signaling is in violation of Part 68 rules. This

equipment returns answer-supervision signals to the public switched

network when:

• answered by the called station,

• answered by the attendant, or

• routed to a recorded announcement that can be administered

by the CPE user.

This equipment returns answer-supervision signals on all direct inward

dialed (DID) calls forwarded back to the public switched telephone

network. Permissible exceptions are:

• A call is unanswered.

• A busy tone is received.

• A reorder tone is received.

DECLARATIONS OF CONFORMITY

US FCC Part 68 Supplier’s Declaration of Conformity (SDoC)

Avaya Inc. in the United States of America hereby certifies that the Avaya

switch equipment described in this document and bearing a TIA TSB-168

label identification number complies with the Federal Communications

Commission’s (FCC) Rules and Regulations 47 CFR Part 68, and the

Administrative Council on Terminal Attachments (ACTA) adopted

technical criteria.

Avaya further asserts that Avaya handset equipped terminal equipment

described in this document complies with Paragraph 68.316 of the FCC

Rules and Regulations defining Hearing Aid Compatibility and is deemed

compatible with hearing aids.

Copies of SDoCs signed by the Responsible Party in the US can be

obtained by contacting your local sales representative and are available

on the following Web site:

http://www.avaya.com/support

All Avaya switch products are compliant with Part 68 of the FCC rules,

but many have been registered with the FCC before the SDoC process

was available. A list of all Avaya registered products may be found at:

http://www.part68.org/

by conducting a search using “Avaya” as manufacturer.

European Union Declarations of Conformity

Avaya Inc. declares that the equipment specified in this document

bearing the “CE” (Conformité Europeénne) mark conforms to the

European Union Radio and Telecommunications Terminal Equipment

Directive (1999/5/EC), including the Electromagnetic Compatibility

Directive (89/336/EEC) and Low Voltage Directive (73/23/EEC). This

equipment has been certified to meet CTR3 Basic Rate Interface (BRI)

and CTR4 Primary Rate Interface (PRI) and subsets thereof in CTR12

and CTR13, as applicable.

Copies of these Declarations of Conformity (DoCs) signed by the Vice

President of R&D, Avaya Inc., can be obtained by contacting your local

sales representative and are available on the following Web site:

http://www.avaya.com/support

TCP/IP facilities

Customers may experience differences in product performance,

reliability, and security, depending upon network configurations/design

and topologies, even when the product performs as warranted.

Warranty

Avaya Inc. 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

through the following Web site:

http://www.avaya.com/support

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked

Web sites and does not necessarily endorse the products, services, or

information described or offered within them. We cannot guarantee that

these links will work all of the time and we have no control over the

availability of the linked pages.

Trademarks

• Avaya, MultiVantage, and Callmaster are trademarks of

Avaya, Inc.

• NICE Analyzer is a trademark of Centerpoint Solutions, Inc.

All trademarks identified by the

®

or ™ are registered trademarks or

trademarks, respectively, of Avaya Inc. All other trademarks are the

property of their respective owners.

Ordering information: Avaya Publications Center

Voice: +1-207-866-6701

1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax: +1-207-626-7269

1-800-457-1764 (Toll-free, U.S. and Canada only)

Write: Globalware Solutions

200 Ward Hill Avenue

Haverhill, MA 01835 USA

Attention: Avaya Account Manager

Web: http://www.avayadocs.com

E-mail: [email protected]

Order: Document No. 555-230-516, Issue 1.0

May 2003

Avaya support

Avaya provides a telephone number for you to use to report problems or

to ask questions about your contact center. 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

Select Support, then select Escalation Lists. This Web site includes

telephone numbers for escalation within the United States. For escalation

telephone numbers outside the United States, select Global Escalation

List.

Comments

To comment on this document, send e-mail to crminfodev@avaya.com

.

Acknowledgment

This document was written by the CRM Information Development group.

Issue 1.0 May 2003 5

About this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Contents and organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Related documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

contact center documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 1: Automatic Call Distribution (ACD) basics . . . . . . . . . . . . . . . . . . 17

Category A versus Category B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

ACD terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Communication server features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

What a communication server does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Trunks, trunk groups, and extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Automatic-in processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Communication server attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Direct inward dialing processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

DID processing example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

What the ACD does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Things to know before you start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Automatic-in processing of ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

DID processing of ACD calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Split queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Split queue call processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Things to know before you start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Priority and normal split queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Split queue size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Announcements for calls in a split queue. . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Answer supervision and abandoned calls . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Abandoned calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Abandoned call search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Intraflow and interflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Things to know before you start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Setting up splits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Assigning queue status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Types of calls for a split . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Setting up intraflow/interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Avaya

™

Communication Manager

Contact Center

Guide to ACD Contact Centers

Contents

6 Communication Manager Guide to ACD Call Centers

Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Hunt Group Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Trunk Group Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

System Night Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Distributing and handling calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Call distribution methods without EAS . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Call distribution methods with EAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

How agents handle calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

ACD and call management systems — BCMS and Avaya CMS . . . . . . . . . . . . . . . 46

Basic Call Management System (BCMS). . . . . . . . . . . . . . . . . . . . . . . . . 46

Avaya Call Management System (CMS)

(Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Chapter 2: ACD contact center features . . . . . . . . . . . . . . . . . . . . . . . . . 53

List of contact center features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Related feature or form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Abandoned call search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Administering abandoned call search . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Add/Remove Skills (Category A only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Administering Add/Remove Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Agent Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Administering Agent Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Expanded technical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Auto-Available Split/Skill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Administering AAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Administering ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Basic Call Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Administering BCMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Best Service Routing (Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Benefits of BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Before you start using BSR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Communication server requirements for BSR . . . . . . . . . . . . . . . . . . . . . . 96

Contents

Issue 1.0 May 2003 7

Network requirements for BSR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Administering BSR polling over IP without B-Channel. . . . . . . . . . . . . . . . . . . 100

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Administration forms for BSR polling over IP without B-channel. . . . . . . . . . . . . . 101

Operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

BSR Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Call Management System (Category A only). . . . . . . . . . . . . . . . . . . . . . . . . . 119

Administering the communication server-to-CMS interface . . . . . . . . . . . . . . . . . 119

Enabling CMS measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Measured extensions and multiple splits . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

When assignments exceed capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Assignments are not logins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Measured trunks versus unmeasured facilities . . . . . . . . . . . . . . . . . . . . . . . . 120

Determining allocation of measured trunks and unmeasured facilities . . . . . . . . . . 121

Considerations for administering the communication server-to-CMS interface. . . . . . . . 121

CMS measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

IP Trunk Groups and ATM Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . 121

CMS representation of IP trunk member port-ids . . . . . . . . . . . . . . . . . . . . . 121

Display of physical (non-IP) member port-IDs on Avaya CMS and CMS Supervisor . . . 122

Call Prompting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Administering call prompting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Call Vectoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Administering Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Avaya Business Advocate (Category A only) . . . . . . . . . . . . . . . . . . . . . . . 138

Administering Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Call and agent selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Expert Agent Selection (Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Administering EAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Administering Direct Agent Announcement . . . . . . . . . . . . . . . . . . . . . . . . 148

Detailed administration for EAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Call handling preference administration . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Inbound Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Administering ICM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .161

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Information Forwarding (Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Administering User-to-User Information transport . . . . . . . . . . . . . . . . . . . . . 163

Detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165

Contents

8 Communication Manager Guide to ACD Call Centers

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Intraflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Interflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Administering Intraflow and Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Look-Ahead Interflow (Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Administering LAI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Multiple Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Administering MCH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

MCH settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Network Call Redirection (NCR) (Category A only) . . . . . . . . . . . . . . . . . . . . . 183

Administering NCR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Administration for support of AT&T In-band

Transfer and Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Network Call Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Network Call Deflection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Information Forwarding support for AT&T In-band Transfer and Connect . . . . . . . . 193

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Queue Status Indications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Administering Queue Status Indications . . . . . . . . . . . . . . . . . . . . . . . . . 199

Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Reason Codes (Category A only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Administering Reason Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Redirection on No Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Administering RONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

RONA application examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Interactions with other ringing call timers. . . . . . . . . . . . . . . . . . . . . . . . . 216

Remote Logout of Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Administering Remote Logout of Agent . . . . . . . . . . . . . . . . . . . . . . . . . 218

Detailed description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Contents

Issue 1.0 May 2003 9

Service Observing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Administering Service Observing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .224

Service Observing indicators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .231

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Universal Call ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

What is UCID’s purpose? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

What does UCID look like? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

How are UCIDs tracked?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Before you start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Administering UCID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .249

VDN in a Coverage Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .251

Administering VICP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .251

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

VDN of Origin Announcement (Category A only) . . . . . . . . . . . . . . . . . . . . . . . 256

Administering VOA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .257

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

Voice Response Integration (Category A only). . . . . . . . . . . . . . . . . . . . . . . . . 262

Administering VRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263

Detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

VuStats (Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Administering VuStats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272

Detailed description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .275

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .278

Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278

Chapter 3: ACD contact center switch forms . . . . . . . . . . . . . . . . . . . . . . 281

List of contact center forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281

Agent LoginID (Category A only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282

Agent LoginID administration commands. . . . . . . . . . . . . . . . . . . . . . . . . . . 282

Agent LoginID form instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

Agent LoginID field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

Example List Agent-LoginID form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Best Service Routing (BSR) Application Plan (Category A only) . . . . . . . . . . . . . . . 288

BSR Administration commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Form instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

BSR Application field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

BCMS/VuStats Login ID (Category A only). . . . . . . . . . . . . . . . . . . . . . . . . . . 291

Administration commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291

BCMS/VuStats form instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291

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10 Communication Manager Guide to ACD Call Centers

BCMS/VuStats field Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292

Implementation notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

Contact Center System Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

Administration commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

Field Descriptions for Feature-Related System Parameters (“EAS” page) . . . . . . . . . 294

Field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294

Field Descriptions - Feature-Related System Parameters

(AGENT AND CALL SELECTION page). . . . . . . . . . . . . . . . . . . . . . . . . . 297

Field Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298

Call Vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300

Call Vector administration commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300

Call Vector form instructions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301

Call Vector form field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301

Holiday Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Holiday table administration commands. . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Holiday Table form instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Holiday Table form field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . 305

Hunt Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Hunt Group administration commands . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Hunt Group form instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Reason Code Names (Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Administration commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Reason Code Names (Category A only) form instructions . . . . . . . . . . . . . . . . . 310

Reason Code Names field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 310

SIT Treatment for Call Classification (Category A only) . . . . . . . . . . . . . . . . . . . 311

SIT Treatment for Call Classification (Category A only) administration commands . . . . . 312

SIT Treatment for Call Classification form instructions . . . . . . . . . . . . . . . . . . . 312

SIT Treatment for Call Classification field descriptions. . . . . . . . . . . . . . . . . . 312

Vector Directory Number (VDN) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314

VDN Administration commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314

VDN form instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314

VDN field descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Vector Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Attendant Vectoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Allow VDN Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

COR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

TN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Measured . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Implementation notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

Vector Routing Table (Category A only). . . . . . . . . . . . . . . . . . . . . . . . . . . . 320

Vector Routing Table (Category A only) administration commands . . . . . . . . . . . . . 320

Vector Routing Table (Category A only) form instructions. . . . . . . . . . . . . . . . . . 321

Vector Routing Table field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . 321

VuStats Display Format (Category A only) . . . . . . . . . . . . . . . . . . . . . . . . . . 323

VuStats Display Format (Category A only) administration commands . . . . . . . . . . . 323

Contents

Issue 1.0 May 2003 11

VuStats Display Format (Category A only) form instructions . . . . . . . . . . . . . . . . 324

VuStats Display Format field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 325

List VuStats Display Format Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329

VuStats Display Formats field descriptions . . . . . . . . . . . . . . . . . . . . . . . . 330

VuStats required and allowed fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

Chapter 4: Implementing the Time of Day Clock Synchronization feature . . . . . . 351

TOD synchronization methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352

Using NTP/SNTP to synchronize the switch to UTC time . . . . . . . . . . . . . . . . . . . 353

Using Avaya Site Administration to set up a TOD synchronization schedule . . . . . . . . . 354

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355

Things to know before you set up a synchronization schedule . . . . . . . . . . . . . . 355

Designing a TOD clock synchronization schedule . . . . . . . . . . . . . . . . . . . . . 358

Creating dedicated switch connections on which to run TOD synchronization tasks . . . 363

Setting up a TOD synchronization task schedule in Avaya Site Administration . . . . . . 363

About NTP/SNTP and Internet Time Servers . . . . . . . . . . . . . . . . . . . . . . . . . 365

SNTP on switch platforms that support direct synchronization . . . . . . . . . . . . . . 365

SNTP on platforms that synchronize through an Avaya Site Administration client PC . . 366

Setting up ACD offset times for CMS reporting . . . . . . . . . . . . . . . . . . . . . . . . 367

Offset procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .367

Appendix A: Recorded announcements . . . . . . . . . . . . . . . . . . . . . . . . . 369

Administering recorded announcements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 370

Recorded announcement types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371

Analog line types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .371

DS1 types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371

Auxiliary trunk types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .372

Integrated types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373

When to use recorded announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374

About barge-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375

Barge-in operational details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375

Non-barge-in operational details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375

Integrated announcements and announcements recorded on external devices . . . . . . . . 376

Single integrated announcement boards. . . . . . . . . . . . . . . . . . . . . . . . . . 376

Multiple integrated announcement circuit packs . . . . . . . . . . . . . . . . . . . . . . 377

Compression rates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378

Procedures for recorded announcements (TN2501AP) . . . . . . . . . . . . . . . . . . . . 378

Procedures for recorded announcements

(TN750, TN750B, TN750C and TN2501AP circuit packs, and G700 VVAL) . . . . . . . . . 379

Recorded announcements, the ACD, and other contact center features . . . . . . . . . . . 382

Recorded announcements and automatic wakeup. . . . . . . . . . . . . . . . . . . . . . . 382

Contents

12 Communication Manager Guide to ACD Call Centers

Appendix B: Administering VRUs/IVRs as station ports . . . . . . . . . . . . . . . . 383

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435

Issue 1.0 May 2003 13

About this document

This document describes the Automatic Call Distribution (ACD) feature of Avaya

communication servers.

Avaya communication servers are a family of cost-effective digital communication systems.

These systems:

● Route voice and data information between various endpoints (telephones, terminals,

computers)

● Provide highly robust networking capabilities

● Include an extensive set of standard features: attendant consoles, voice processing

interface, call coverage, DS1 (T1 and E1) connectivity, hospitality support, recorded

announcement, and trunk-to-trunk transfer

● Provide flexibility and allow for the addition of optional features and/or upgrades to the

system as business needs change

This document explains the features that comprise the Communication Manager ACD. It

provides an introduction to each contact center feature and presents required forms for

administration, detailed descriptions, considerations, and interactions between contact

center features. This document provides an overall reference for planning, operating, and

administering your ACD contact center.

Contents and organization

This document is organized into chapters by subject. Features are in alphabetical order

within each chapter. Pertinent forms follow the features. Major topics include:

● Chapter 1: Automatic Call Distribution (ACD) basics on page 17 – Gives an overview of the

ACD feature.

● Chapter 2: ACD contact center features on page 53 – Contains information about the

contact center features available on the Avaya communication server.

● Chapter 3: ACD contact center switch forms on page 281 – Contains all of the forms

required to administer basic contact center features on the communication server,

descriptions of the fields on each form, and special notes about usage.

About this document

14 Communication Manager Guide to ACD Call Centers

● Chapter 4: Implementing the Time of Day Clock Synchronization feature on page 351 –

Describes requirements, setup procedures, and operations associated with the Time of

Day Clock synchronization feature.

● Appendix A: Recorded announcements on page 369 – Describes the use and requirements

around using recorded announcements in a contact center environment.

● Appendix B: Administering VRUs/IVRs as station ports on page 383 – Provides information

on how to administer VRUs and IVRs as station ports on the communication server.

Intended audience

This document is intended for communication server system administrators and managers,

end-users interested in information about specific features, and Avaya support personnel

responsible for planning, designing, configuring, selling, and supporting the system.

Related documents

Issue 1.0 May 2003 15

● Avaya Communication Manager Little Instruction Book for Basic Diagnostics,

555-233-758 – Provides step-by-step procedures for baselining your system, solving

common problems, reading alarms and errors, using features to troubleshoot your

system, and contacting Avaya.

● Overview for Avaya Communication Manager, 555-233-767 – Provides a brief

description of Avaya communication server features.

● Reports for Avaya Communication Manager, 555-233-505 – Provides detailed

descriptions of the measurement, status, security, and recent change history reports

available in the system and is intended for administrators who validate traffic reports

and evaluate system performance. Includes corrective actions for potential problems.

● Hardware Guide for Avaya Communication Manager, 555-233-200 – Provides

hardware descriptions, system parameters, lists of hardware required to use features,

system configurations, and environmental requirements.

contact center documents

These documents are issued for Avaya contact center applications. The intended audience

is contact center administrators.

● Avaya Communication Manager Contact Center – Call Vectoring and EAS Guide,

555-233-517 – Provides information on how to write, use, and troubleshoot vectors,

which are command sequences that process telephone calls in an Automatic Call

Distribution (ACD) environment.

● Avaya Communication Manager Contact Center – Guide to ACD Contact Center,

555-233-516 – Provides feature descriptions and some implementation guidance for

contact center features.

● Avaya CMS Switch Connections, Administration and Troubleshooting, 585-215-876 –

Contains communication server-to-CMS hardware connection diagrams and

procedures to administer the communication server-to-CMS link on the communication

server. It does not contain the administration of the CMS,

Avaya MultiVantage Call Center Software Basic Call Management System (BCMS)

Operations, 555-230-706 – Provides information on the use of the BCMS feature for ACD

reporting.

Avaya MultiVantage Call Center – Call Vectoring Guide for BCS and Guestworks,

555-233-518 – Provides information on how to write, use, and troubleshoot vectors on the

BCS and Guestworks systems.

About this document

16 Communication Manager Guide to ACD Call Centers

How to get help

For those times when you need additional help, the following help services are available.

You may need to purchase an extended service agreement to use some of these help

services. See your Avaya representative for more information.

● Avaya Centers of Excellence

— Asia/Pacific

65-872-8686

— Western Europe/Middle East/South Africa

441-252-391-889

— Central/Eastern Europe

361-270-5160

— Central/Latin America/Caribbean

1-303-538-4666

— North America

1-800-248-1111

● Communication Manager Helpline

1-800-225-7585

● Avaya Toll Fraud Intervention

1-800-643-2353

● Avaya National Customer Care Center Support Line

1-800-242-2121

● Avaya Corporate Security

1-800-822-9009

Issue 1.0 May 2003 17

Chapter 1: Automatic Call Distribution (ACD)

basics

This chapter gives an overview of the Automatic Call Distribution (ACD) feature, and

addresses ACD terminology, communication server features, how the ACD processes

calls, split queues, distributing and handling calls, and the ACD and call management

systems.

● ACD terminology defines common terms that are used throughout this book.

● The Communication server features section defines ACDs and explains how the

following features work: trunks, trunk groups, and extensions; automatic-in processing;

communication server attendant; and Direct Inward Dialing (DID) processing.

● The What the ACD does section discusses how the ACD uses Automatic-in and Direct

Inward Dialing (DID) to process calls.

● Split Queues defines a split queue and explains how to set up call processing to a split,

including announcements for calls in a split queue; answer supervision and abandoned

calls, intraflow and interflow, and night service for the ECS and Generic 3.

● Distributing and Handling Calls describes how calls are distributed to agents and how

agents handle the calls. It also defines the split supervisor telephone buttons.

● ACD and call management systems — CMS and BCMS describes how CMS collects

measured data on splits/skills, extensions, trunks, trunk groups, VDNs, and vectors.

This section also includes communication server features that affect CMS data, such as

Hold, Conference, Transfer, Multiple Call Handling, and so forth.

Category A versus Category B

The ACD feature is available with communication servers that are sized differently and

allow for different features to be implemented. These differences fall into two categories:

● Category A — allows for all ACD-related features to be implemented, according to what

the customer purchases. Category A supports the CMS and CAS adjuncts.

● Category B — includes Avaya BCS and GuestWorks. Category B allows for all basic

ACD-related features to be implemented, excluding EAS, Avaya Business Advocate,

and Avaya CMS Supervisor. Category B does not support the CMS and CAS adjuncts.

Automatic Call Distribution (ACD) basics

18 Communication Manager Guide to ACD Call Centers

ACD terminology

The following terms provide general familiarity with the ACD environment.

Agent

An agent is a person assigned to one or more splits/skills and handles calls

to/from an extension in those splits/skills.

Agent In Multiple

Splits/Skills

Depending on the ACD software, an agent can be a member of multiple

splits/skills.

Agent State

Agent state is a term or code that represents the current availability status of an

agent. The term agent state also represents a user ability to change an agent’s

availability within the system.

Announcements

An announcement is a pre-recorded message delivered to a caller in queue

requesting the caller to remain on-line, prompting the caller for information or

directing the caller to another destination. When a call is in queue, depending on

the length of time in queue, an automatic recording can encourage the caller to

hang on, call back later, call another number, leave a message or can be used

with call prompting to direct the caller to specific destinations. These

announcements can be scheduled to occur periodically.

CAS

Centralized Attendant Service.

CAS is a system feature used when more than one communication server is

employed. CAS is an attendant or group of attendants that handles the calls for

all servers in that particular network.

Available only with Category A.

CMS

Call Management System.

CMS is an adjunct (basic software package or optional enhanced software

package) that collects call data from a communication server resident ACD.

CMS provides call management performance recording and reporting. It can

also be used to perform some ACD administration. CMS allows users to

determine how well their customers are being served and how efficient their call

management operation is.

Available only with Category A.

contact center

A contact center provides a centralized location where a group of agents or

company representatives communicate with customers via incoming or outgoing

calls.

Call Distribution

Methods

The ACD can distribute calls to agents in a split/skill in the following ways:

— Direct (linear) Hunting

— EAD-LOA (Expert Agent Distribution-Least Occupied Agent)

— EAD-MIA (Expert Agent Distribution-Most Idle Agent)

— UCD-LOA (Uniform Call Distribution-Least Occupied Agent)

— UCD-MIA (Uniform Call Distribution-Most Idle Agent)

Issue 1.0 May 2003 19

Call Prompting

Call Prompting is a call management method that uses specialized call vector

commands to provide flexible handling of incoming calls based on information

collected from the caller. One example would be where the caller receives an

announcement and is then prompted to select (via dialed number selection) a

department or an option that was listed in the announcement.

Call Vectoring

Call Vectoring is an optional software package that allows processing of

incoming calls according to a programmed set of commands. Call Vectoring

provides a flexible service allowing direct calls to specific and/or unique call

treatments.

Avaya Business

Advocate

Avaya Business Advocate is a collection of ECS features that provide new

flexibility in the way a call is selected for an agent in a call surplus situation and

in the way that an agent is selected for a call in an agent surplus situation.

Advocate also includes methods for automating staffing adjustments.

Available only with Category A.

DID

Direct Inward Dialing.

DID is a process involving calls coming into the communication server from the

CO. The communication server than routes the calls directly to the appropriate

extension (as identified by the last four digits).

DNIS

Dialed Number Identification Service.

DNIS is a feature of the 800 number service that sends the dialed digits to the

called destination. This can be used with a display telephone to indicate the type

of call to an agent. For example, the call by its destination can be classified as a

certain type of call or caller (e.g., a Gold Card caller) depending on a product or

service the destination number is associated with.

EAS

Expert Agent Selection.

An optional feature available with G2.2 and newer servers that uses Call

Vectoring and ACD in the communication server to route incoming calls to the

correct agent on the first try based on skills.

Available only with Category A.

Extensions

Telephones connected to a PBX/communication server via telephone lines are

referred as extensions. Extensions is also the term used to define the numbers

used to identify the telephone to the PBX/communication server software for call

routing purposes.

Hunt Groups

A group of trunks/agents selected to work together to provide specific routing of

special purpose calls.

Interflow

Interflow is used when a split’s/skill’s queue is heavily loaded or when a call

arrives after normal work hours.

Interflow redirects a call to a destination outside the local communication server

network (a different communication server system).

Intraflow

Intraflow is used when a split’s/skill’s queue is heavily loaded or when a call

arrives after normal work hours. Intraflow involves redirecting a call to a

destination within the local communication server network (the same

communication server system).

Automatic Call Distribution (ACD) basics

20 Communication Manager Guide to ACD Call Centers

LAI

Look Ahead Interflow.

LAI allows users to balance the call work load between multiple contact centers

on separate communication servers. LAI uses ISDN to allow multiple servers to

communicate and interflow when appropriate.

Available only with Category A.

Leave Word

Calling

Leave Word Calling is a system feature that allows messages to be stored for

any ACD split/skill and allows for retrieval by a covering user of that split/skill or a

system wide message retriever.

MCT

Malicious Call Trace.

MCT allows an agent to notify a predefined party a malicious caller is on the line.

It also involves enabling a recording device to record the call.

Night Service

Night Service is used when a call arrives after normal work hours. The call can

be redirected to another destination such as another split/skill, an extension, the

attendant, an announcement with forced disconnect, or a message center. Night

Service can take one of three forms:

— Hunt Group (Split/Skill) Night Service

— Trunk Group Night Service

— System Night Service

Priority Queue

The priority queue is a segment of a split's/skill's queue from which calls are

taken first.

QDN

Queue Directory Number.

QDN is an associated extension number of a split. It is not normally dialed to

reach a split. The split can be accessed by dialing the QDN. The QDN is also

referred to as a split group extension.

Queues

(split/skill and/or

attendant)

If calls cannot be answered immediately, they are routed to a call collection point

(split/skill queue or attendant queue) where calls are held until a split/skill agent

or attendant can answer them. Calls are ordered as they arrive and they are

served in that order. Depending on the time delay in answering the call,

announcements, music, or prepared messages may be employed until the call is

answered.

Service

Observing

Service observing is a feature used to train new agents and observe in-progress

calls. The observer (split/skill supervisor) can toggle between a listen-only mode

or a listen/talk mode during calls in progress.

Skill

An ability given to an agent to meet a specific customer requirement or a contact

center business requirement.

Available only with Category A and EAS active.

Split

A group of extensions/agents that can receive standard calls and/or special

purpose calls from one or more trunk groups.

Split/Skill

Administration

Split/Skill administration is the ability to assign, monitor, or move agents to

specific splits/skills. It also involves changing reporting parameters within the

system.

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