Avaya 555-233-503 User manual

555-233-503

Comcode 108408782

Issue 1

June 1999

DEFINITY

®

Enterprise Communications Server

Release 7

Guide to ACD Call Centers

Disclaimer

Intellectual property related to this product (including trademarks) and registered to Lucent

Technologies Inc. has been transferred or licensed to Avaya Inc.

Any reference within the text to Lucent Technologies Inc. or Lucent should be interpreted as

references to Avaya Inc. The exception is cross references to books published prior to

April 1, 2001, which may retain their original Lucent titles.

Avaya Inc. formed as a result of Lucent’s planned restructuring, designs builds and delivers

voice, converged voice and data, customer relationship management, messaging, multi-service

networking and structured cabling products and services. Avaya Labs is the research and

development arm for the company.

Copyright  2000, Avaya, Inc.

Printed in U.S.A.

Notice

Every effort was made to ensure that the information in this book was

complete and accurate at the time of printing. However, information is

subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by

an unauthorized party, for example, persons other than your company’s

employees, agents, subcontractors, or persons working on your com-

pany’s behalf. Note that there may be a risk of toll fraud associated with

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

substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your sys-

tem, such as programming and configuring your equipment to prevent

unauthorized use. The system manager is also responsible for reading all

installation, instruction, and system administration documents provided

with this product in order to fully understand the features that can intro-

duce risk of toll fraud and the steps that can be taken to reduce that risk.

Lucent Technologies does not warrant that this product is immune from or

will prevent unauthorized use of common-carrier telecommunication ser-

vices or facilities accessed through or connected to it. Lucent Technolo-

gies will not be responsible for any charges that result from such

unauthorized use.

Lucent Technologies Fraud Intervention

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

technical support or assistance, call Technical Service Center Toll Fraud

Intervention Hotline at 1 800 643-2353.

Federal Communications Commission Statement

Part 15: Class A Statement. 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 protec-

tion 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 instructions, may cause harmful interference to radio communica-

tions. 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.

Part 68: Network Registration Number. This equipment is registered

with the FCC in accordance with Part 68 of the FCC Rules. It is identified

by FCC registration number AS593M-13283-MF-E.

Part 68: Answer-Supervision Signaling. Allowing this equipment to be

operated in a manner that does not provide proper answer-supervision sig-

naling 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

• Routed to a recorded announcement that can be administered by

the CPE user

This equipment returns answer-supervision signals on all DID calls for-

warded back to the public switched telephone network. Permissible

exceptions are:

• A call is unanswered

• A busy tone is received

• A reorder tone is received

Canadian Department of Communications (DOC)

Interference Information

This digital apparatus does not exceed the Class A limits for radio noise

emissions set out in the radio interference regulations of the Canadian

Department of Communications.

Le Pr

ésent Appareil Nomérique n’émet pas de bruits radioélectriques

d

épassant les limites applicables aux appareils numériques de la class A

pr

éscrites dans le reglement sur le brouillage radioélectrique édicté par le

minist

ére des Communications du Canada.

Trademarks

See the preface of this document.

Ordering Information

Call: Avaya BCS Publications Center

Voice 1 800 457-1235 International Voice 317 322-6416

Fax 1 800 457-1764 International Fax 317 322-6699

Write: Avaya BCS Publications Center

2855 N. Franklin Road

Indianapolis, IN 46219

Order: Document No. 555-233-503

Comcode 108408782

Issue 1, June 1999

For additional documents, refer to the section in “About This Document”

entitled “Related Resources.”

You can be placed on a standing order list for this and other documents

you may need. Standing order will enable you to automatically receive

updated versions of individual documents or document sets, billed to

account information that you provide. For more information on standing

orders, or to be put on a list to receive future issues of this document, con-

tact the Lucent Technologies Publications Center.

European Union Declaration of Conformity

The “CE” mark affixed to the DEFINITY® equipment described in this

book indicates that the equipment conforms to the following European

Union (EU) Directives:

• Electromagnetic Compatibility (89/336/EEC)

• Low Voltage (73/23/EEC)

• Telecommunications Terminal Equipment (TTE) i-CTR3 BRI and

i-CTR4 PRI

For more information on standards compliance, contact your local distrib-

utor.

Comments

To comment on this document, return the comment card at the front of the

document.

Acknowledgment

This document was prepared by Product Documentation Development,

Lucent Technologies, Denver, CO.

We’d like your opinion.

Lucent Technologies welcomes your feedback on this document. Your comments can be of great value

in helping us improve our documentation.

DEFINITY Enterprise Communications Server Release 7 Guide to ACD Call Centers

555-233-503, Issue 1, June 1999, Comcode 108408782

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Contents

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About This Document v

■ ¦F¦aF§ ¦

■ ¤zpF ¦a

■ ¤=aFm4F ¦a

■ F"pmOpFa¤F ¦a

■ p§p¤F^a=p4¤hFm ¦a

■ V"ma«"apm ¦aa

■ F"¤F_Fd"F=amOph"apm ¦aa

■ pm¦Fmapm¤F=am^a=p4¤hFm ¦aaa

■ "=Fh"c"m=F¦a4Fh"c a¨

■ p§pVF^Fdz ¨

■ p§ph"cF4phhFm"*p¤

^a=p4¤hFm ¨

1 Call Center 1-1

■ *"m=pmF="ddF"4^ s_

■ ==Fhp¦Fcadd s_Q

■ VFm"dd"m=damV s_

■ ¤p_¦"ad"*dFzda  s_¢s

■ ¤ph"a4"ddaa*¤apm s_¢

■ "a4"dd"m"VFhFm©Fh  s_n

■ FF¦a4Fp¤amV¡ s_T¢

■ "dd"m"VFhFm©Fh  s_QG

■ "ddphzamV  s_Qn

■ "ddF4pamV s_¢

■ FmF¤=¦p4"F s_¬

■ ¨zFVFmFdF4apm  s_G

■ m*p¤m="dd"m"VFhFm s_G

■ mOph"apmp§"=amV s_nT

■ m"Odp§"m=mFOdp§ s_s¬s

■ ppc_^F"=mFOdp§ s_s¬T

■ ¤dazdF"dd"m=damV s_ss¬

■ ¤F¤F"¤m=a4"apm s_ss

■ F"pmp=F s_ssG

■ F=aF4apmpmpm§F s_s¢¢

■ F¦a4F*F¦amV s_s

Contents

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■ ma¦F"d"dd s_sQs

■ am"p¦F"VF"^ s_s

■ pOaVammmp¤m4FhFm s_ss

■ pa4FFzpmFmFV"apm s_s

■ ¤" s_sGQ

2 Call Center Forms 2-1

■ VFmpVam ¢_s

■ FF¦a4Fp¤amV|}zzda4"apmd"m ¢_

■ ¤"pVam ¢_s¬

■ "ddFmF©Fh""hFF ¢_s¢

■ "ddF4p ¢_s

■ F"pmp=F"hF ¢_¢s

■ F"hFmOp"ddd"aOa4"apm ¢_¢¢

■ F4paF4p©¤h*F ¢_¢T

■ F4pp¤amV"*dF ¢_¢n

■ ¤"azd"©ph" ¢_s

A References A-1

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GL Glossary and Abbreviations GL-1

IN Index IN-1

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About This Document

Overview

^a=p4¤hFm=F4a*F^F mFzaFphh¤ma4"apmF¦F

|}¤a=Fp"ddFmFFdF"F"m=am4d¤=F"ddam4FhFm"d

FdF"F¤zp"m=am4d¤=amVFdF"Fsp=F"ad"*p¤4^"mVFamFdF"F

s:FF^F s¬^"mVFF4azapm

^a*ppc4pm"amamOph"apmzF¦ap¤d©4pm"amF=am^F 

=hama"apm"m=F"¤FF4azapm*ppc

 a"O"had©pO4p_FOOF4a¦F=aVa"d4phh¤ma4"apm©Fh^FF

©Fh9

■ p¤F¦pa4F"m==""amOph"apm*F§FFm¦"ap¤Fm=zpam|FdFz^pmF:

Fham"d:4phz¤F}

■ p¦a=F^aV^d©p*¤mF§pcamV4"z"*adaaF

■ m4d¤=F"mF¨Fma¦FFpO"m="=OF"¤F9"Fm="m4pmpdF:¦pa4F

zp4FamVamFO"4F:4"dd4p¦F"VF:s|s"m=s}4pmmF4a¦a©:

^pza"da©¤zzp:F4p=F="mmp¤m4FhFm:"m=¤mc_p_¤mc"mOF

■ p¦a=FOdF¨a*ada©"m="ddp§Op^F"==aapmpOpzapm"dOF"¤F"m=p

¤zV"=Fp^F©Fh"*¤amFmFF=4^"mVF

*p¤^ap4¤hFm

QQQ_¢_Q¬

vi ¤Fs¤mFsnnn

Purpose

^a=p4¤hFmF¨zd"am^FOF"¤F^"4phzaF ¤a=Fp

"ddFmFzp¦a=F"mamp=¤4apmpF"4^4"dd4FmFOF"¤F"m=zFFm

F¤aF=OphOp"=hama"apm:=F"adF==F4azapm:4pma=F"apm:"m=

amF"4apm*F§FFm4"dd4FmFOF"¤F^a=p4¤hFmzp¦a=F"mp¦F"dd

FOFFm4FOpzd"mmamV:pzF"amV:"m="=hamaFamV©p¤ 

"ddFmF

^a=p4¤hFmam4d¤=F^FOphF¤aF=pahzdFhFm 

"ddFmF"m==F4azapmpO^FOaFd="dpmV§a^¦"da=¦"d¤F"m="mVFOp

F"4^OaFd=

^a=p4¤hFmampzp4F=¤"d=pFmp4pm"amamOph"apm"*p¤^p§p

am"dd:h"am"am:Fz"a:pp¤*dF^pp^F§a4^FFzzFm=a¨:

FOFFm4FOp"dapOFd"F= =p4¤hFm

Audience

^a=p4¤hFmaamFm=F=Op^F ©Fh"=hama"p"m=

h"m"VF:Fm=_¤FamFFF=amamOph"apm"*p¤zF4aOa4OF"¤F:"m=

¤4FmF4^mpdpVaF¤zzpzFpmmFdFzpma*dFOpzd"mmamV:=FaVmamV:

4pmOaV¤amV:FddamV:"m=¤zzpamV^F©Fh

Reason for reissue

^a=p4¤hFma¤z="F=pam4d¤=F FdF"FsamOph"apm

How to use this document

^a=p4¤hFma=FaVmF=p*F¤F=""FOFFm4F=p4¤hFmO©p¤"F

amFFF=amamOph"apm"*p¤"z"a4¤d"OF"¤F:¤F^Fam=F¨p"*dFpO

4pmFmpdp4"F^Fz"VFm¤h*F§^FF^FOF"¤Fa=F4a*F=ph"dp

4"m*Fdp4"F=^a§"©^F©"FdaF="dz^"*Fa4"dd©amF"4^4^"zFam^F

"*dFpO4pmFm^FadF^""zzF"pm^FOpha^FOphm"hF

V"ma«"apm

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Organization

^a=p4¤hFmapV"ma«F=amp4^"zF*©¤*bF4F"¤F"Fam

"dz^"*Fa4"dp=F§a^amF"4^4^"zFFamFmOphOpddp§^FOF"¤F"a4

OF"¤F"m=Oph"FzFFmF=am"4^"zF§a^^F"hFadF^F=p4¤hFm

am4d¤=F9

^"zFs:

"ddFmF4pm"am^F"ddFmFOF"¤F"m=^FOphF¤aF=

p"=hamaF^FFOF"¤F

^"zF¢:

"ddFmFph4pm"am"ddpO^FOphF¤aF=p"=hamaF

*"a44"dd4FmFOF"¤F:=F4azapmpO^FOaFd=pmF"4^Oph:"m=zF4a"d

mpF"*p¤¤"VF

zzFm=a¨:

FOFFm4Fzp¦a=F"da"m=*aFO=F4azapmpOFOFFm4F

=p4¤hFm

dp"©"m=**F¦a"apm

zp¦a=F"Vdp"©"m=dapO"**F¦a"apmOp^a

"m=p^FFd"F= =p4¤hFm

m=F¨

zp¦a=F"mam=F¨Op^FFmaF=p4¤hFm

Feature-related information

^FamOph"apmOpF"4^OF"¤Fa¤¤"dd©zFFmF=¤m=FOa¦F^F"=amV9

■ Feature title

a¦F^Fm"hF"m="*aFOp¦F¦aF§pO^FOF"¤FFdd§^"a=pFp

^p§aF¦F^F©Fh

■ How to administer

p¦a=F"dapO^FOph^""F¤F=p"=hamaF"OF"¤FF¤aF=

OaFd=pm^FFOph"dp"Fa=FmaOaF=

■ Detailed description

p¦a=FhpF=F"adF=:F4^ma4"damOph"apm"*p¤"OF"¤F^Fm

"zzpza"F:"==aapm"dV¤a=FdamF"m=F¨"hzdF"Fzp¦a=F=mphF

4"F:F¨z"m=F=F4^ma4"damOph"apmazp¦a=F=pmpmFpF¦F"d

"zF4pO^FOF"¤F

■ Considerations

a4¤F^F"zzda4"apm"m=*FmFOapO"OF"¤F"m="m©p^FO"4p

p*F4pma=FF=§^Fm¤amV^FOF"¤F

*p¤^ap4¤hFm

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■ Interactions

a"m=*aFOd©=a4¤Fp^FOF"¤F^"h"©aVmaOa4"md©"OOF4"

OF"¤FmF"4amVOF"¤F"F^pF^"9

I FzFm=pmF"4^p^FIaOpmFpO^FOF"¤Fazp¦a=F=:^F

p^F"dph¤*Fzp¦a=F=

I "mmp4pF¨aIaOpmFpO^FOF"¤Fazp¦a=F=:^Fp^F

4"mmp*Fzp¦a=F=

I OOF4F"4^p^FI^Fmph"dpzF"apmpOpmFOF"¤Fhp=aOaF:

pahp=aOaF=*©:^Fmph"dpzF"apmpO^Fp^FOF"¤F

I m^"m4FF"4^p^FI^FOF"¤F:am4ph*am"apm:zp¦a=F

ahzp¦F=F¦a4Fp^F¤F

Conventions used in this document

^a=p4¤hFm¤F^FOpddp§amV4pm¦Fmapm9

NOTE:

"§"FmapmpamOph"apm^"©p¤h¤^FF=

!

CAUTION:

FmpFzpa*dF^"hppO§"F:zpa*dFdppO="":pzpa*dF

F¦a4FamF¤zapm

!

WARNING:

FmpFzpa*dF^"hp^"=§"FpF¤azhFm

!

SECURITY ALERT:

m=a4"F§^Fm©Fh"=hama"apmh"©dF"¦F©p¤©FhpzFmppdd

O"¤=

"=Fh"c"m=F¦a4Fh"c

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Trademarks and service marks

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■ 

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■ "dd¦ap

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■ "ddh"F

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■ 

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■ 

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■ 

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■ 

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■ 

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^FOpddp§amV"F"=Fh"cpFVaFF="=Fh"cpO%9

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■ 

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■ 

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■ 

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■ 

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^FOpddp§amV"F"=Fh"cpFVaFF="=Fh"cpOp^F4phz"maF9

■ 4Fm=



|FVaFF="=Fh"cpO4Fm=:m4}

■ ¤=a4^pm



|FVaFF="=Fh"cpO^F¤=a4^pmphz"m©}

■ _

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|FVaFF="=Fh"cpO^Fa4ppOpzp"apm}

■ a4p^"mmFd



|FVaFF="=Fh"cpO©Fh}

■ 

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|FVaFF="=Fh"cpOFdF4phh¤ma4"apmF¦a4F}

■ "VF"4



|"=Fh"cpO^F"4pma¦aapmpO^F"apzp"apm}

■ a4¤FFd

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|FVaFF="=Fh"cpOa4¤FFdpzp"apm}

■ p^"F

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|FVaFF="=Fh"cpOmFdpzp"apm}

■ 



|"=Fh"cpO^Fp¦Fddpzp"apm}

■ !©="4pm|FVa"apmzFm=amVOp!©="4pmpzp"apm}

*p¤^ap4¤hFm

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How to get help

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hpFamOph"apm

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Fzp¦a=FF"=F4phhFm4"="^F*"4cpO^a=p4¤hFm^adF§F^"¦F

aF=ph"cF^a=p4¤hFmOa©p¤mFF=:§F"FamFFF=am©p¤¤VVFapm

Opahzp¦amVa"m=¤VF©p¤p4phzdFF"m=F¤m"F"=F4phhFm4"=O

^FF"=F4phhFm4"=^"¦F*FFmFhp¦F=Oph^a=p4¤hFm:zdF"FFm=

©p¤4phhFmp9

¤4FmF4^mpdpVaF

p=¤4p4¤hFm"apmp¤z

pph¢¢_¢sQ

ssn¬¬p^F4pFF

Fm¦F:G¬¢T_¢¬

¤Fs¤mFsnnn 1-1QQQ_¢_Q¬

1

Call Center

^aF4apm4pm"am^FOpddp§amV "ddFmFOF"¤F"dd

FmFOph"Fdp4"F="^FFm=pO^a4^"zF

Table 1-1. Call Center features

Feature Page

Abandoned Call Search

1-3

Add/Remove Skills 1-5

Agent Call Handling 1-6

Auto-Available Split 1-21

Automatic Call Distribution 1-23

Basic Call Management System 1-39

Best Service Routing™ 1-42

Call Management System 1-58

Call Prompting 1-59

Call Vectoring 1-62

CentreVu Advocate 1-70

Expert Agent Selection 1-78

Inbound Call Management 1-87

Information Forwarding 1-94

Continued on next page

"ddFmF

QQQ_¢_Q¬

1-2 ¤Fs¤mFsnnn

Intraflow and Interflow 1-101

Look-Ahead Interflow 1-104

Multiple Call Handling 1-110

Queue Status Indications 1-116

Reason Codes 1-118

Redirection on No Answer 1-122

Service Observing 1-136

Universal Call ID 1-151

VDN in a Coverage Path 1-166

VDN of Origin Announcement 1-171

Voice Response Integration 1-177

VuStats 1-185

Forms Page

Agent LoginID

2-1

Best Service Routing (BSR) Application Plan 2-7

BCMS/VuStats Login ID 2-10

Call Center System Parameters 2-12

Call Vector 2-17

Reason Code Names 2-21

SIT Treatment for Call Classification 2-22

Vector Directory Number 2-24

Vector Routing Table 2-29

VuStats Display Format 2-31

Table 1-1. Call Center features — Continued

Feature Page

Continued on next page

*"m=pmF="ddF"4^

¤Fs¤mFsnnn

1-3QQQ_¢_Q¬

Related feature or form

FOFp^F =hama"p¤a=FOphpFamOph"apm"*p¤^F

Opddp§amVFd"F=OF"¤FpOph9

■ mmp¤m4FhFm¤=app¤4F

■ "ddamV"©addamV¤h*F

■ "ddap=b¤m4_§a4^zzda4"apmmFO"4F

■ d"pOFa4apm

■ ¤mp¤z

■ "da4ap¤"dd"4F

■ F4p=F=mmp¤m4FhFm

■ F¦a4F*F¦amV

■ "m=z^pmF

■ Q¬¬:¢Q¬¬:¢Q¬¬:s¬s:s¬¢:s¬:s¬T:Gss¬::s:

s:"m=z^pmF

Abandoned Call Search

*"m=pmF="ddF"4^"ddp§^F§a4^pa=FmaO©"*"m=pmF=4"ddaO^F

4Fm"dpOOa4F|}=pFmpzp¦a=FahFd©=a4pmmF4¤zF¦aapmm

"*"m=pmF=4"ddapmFam§^a4^^F4"ddamVz"©^"mV¤z*FOpF^F4"dda

"m§FF=pF^"*"m=pmF="ddF"4^a¤a"*dFpmd©Oppd=F^"

=pmpzp¦a=FahFd©=a4pmmF4¤zF¦aapmpzp¦a=FahFd©

=a4pmmF4¤zF¦aapm"m==pmpF¤aF*"m=pmF="ddF"4^

FOpF"mam4phamV¤ph"a4"ddaa*¤apm|}zdaamV"^¤mVp¤z

hFh*Fp"VFm:^F©Fh4^F4cph"cF¤F^"^F4"ddamVz"©^"mp

"*"m=pmF=^F4"ddO^F4"ddamVz"©^""*"m=pmF=^F4"dd:^F4"dd=pFmp

amV^F^¤mVp¤zhFh*Fp"VFm

O"4"dd^"*FFm"*"m=pmF=:^F©Fh=FFhamFaO^F4"ddamVz"©aadd

4pmmF4F=p^FVp¤m=_"¤mc"^Fp=p^a:^F©FhOd"^F|^"

a:pzFm^Faz_amVdppzOpsQ¬p¢¬¬h}^FFm=pO^F¤mcO^F4"ddamV

z"©aadd4pmmF4F=:^F=pFmpFzpm=O^F4"ddamVz"©^"

"*"m=pmF=^F4"dd:^FFm=^F©Fh"=a4pmmF4aVm"d§a^amG¬¬h

^F©FhamFzF^a""m"*"m=pmF=4"dd:FdF"F^F¤mc:"m=^F4"dd

=pFmpamV^F^¤mVp¤zhFh*Fp"VFm

¤a=FpO^F:"Od"^pO^a=¤"apmh"©*F^"m=dF==aOOFFmd©FOFp

 =hama"p¤a=FOphpFamOph"apm"*p¤¤mcOd"^

"ddFmF

QQQ_¢_Q¬

1-4 ¤Fs¤mFsnnn

How to administer Abandoned Call Search

p¤"=hamaF*"m=pmF="ddF"4^pm"zF_¤mc_Vp¤z*"a=hamaF

F"4^Vp¤m=_"::"m=¤mcVp¤zFa^F^"¦amV*"m=pmF="dd

F"4^pmp^"¦amVa*"m=pmF="ddF"4^amp¤zzpF=OpaF¤mc

Considerations

NOTE:

*"m=pmF="ddF"4^§pc§a^Vp¤m=_""m"dpV¤mc^"=pmp

zp¦a=F=a4pmmF4¤zF¦aapm"m=^"=pF"4p"Q¬¬_h*F"c

phFpd=F4"m"cF"dpmV"§pham¤FpmpaO©^F§a4^pO"

=a4pmmF4^¤:^F§a4^h¤=FFhamF§a^ampmFF4pm=§^F^F^F4"dd

^"*FFm"*"m=pmF=:*FOpFF¨Fm=amV^F4"dd¦Fm§a^*"m=pmF="dd

F"4^p=a4pmmF4¤zF¦aapm:^FFa"h"ddzp*"*ada©^""4"dd§add*F

F¨Fm=F=p^F=Fam"apm^¤mVp¤z"OF^F4"ddF^"^¤mV¤z*"m=pmF=

"ddF"4^"m==a4pmmF4¤zF¦aapmaVmaOa4"md©F=¤4F^"zp*"*ada©

*"m=pmF="ddF"4^"ddp§"VFm"m=^¤mVp¤zhFh*Fp"m§FhpF

4"dd*F4"¤FahFamp§"F=pm"*"m=pmF=4"ddm"==aapm:4"dd_^"m=damV

"aa4^"^F"dd"m"VFhFm©Fh|}VFmF"F"FhpF"44¤"F

*F4"¤Faa4dF"§^Fm"4"dda"*"m=pmF=

*"m=pmF="ddF"4^"=="mp¦F^F"=pO¤zppmFF4pm=pF"4^4"dd

=Fda¦FF=p"m"VFm

Table 1-2. Required forms

Form Field

¤mcp¤z

I





■ *"m=pmF="ddF"4^

==Fhp¦Fcadd

¤Fs¤mFsnnn

1-5QQQ_¢_Q¬

Add/Remove Skills

==Fhp¦Fcadd"ddp§"m"VFm¤amV¨zFVFmFdF4apm|}p"==p

Fhp¦Fcaddcadda"m¤hFa4a=FmaOaFam^F§a4^^"FOFp"m"VFm

zF4aOa4"*ada©pF¨"hzdF:"m"VFm§^pa"*dFpzF"cmVda^"m=z"ma^

4p¤d=*F"aVmF="z"ma^_zF"camVcadd§a^"ma=FmaOaFpO¢¬^F"VFm

^Fm"==cadd¢¬p^ap^FFpO§pcamVcaddO"4¤phFmFF="

z"ma^_zF"camV"VFm:^F©Fhp¤F^F4"ddp"m"VFm§a^^"cadd

"4^"VFm4"m^"¦F¤zp¢¬cadd"4a¦F""m©pmFahFVFm4"m=a"d

OF"¤F"44F4p=F|}p"==pFhp¦F"cadd"¤zF¦ap§a^

4pmpdFzFhaapm4"mFmF"m"VFmdpVam"m="==pFhp¦F"m"VFm

caddO"¤zF¦ap"==pFhp¦F"caddOp"m"VFm:^F"VFmF4Fa¦F"

4^"mVFmpaOa4"apm

p=FFhamFaO^F©mFF=p"==pFhp¦F"cadd:"VFm"m=¤zF¦ap4"m

¤F¤F¤F_"¤am=a4"apm:¤":p"dd"m"VFhFm©Fh|}p

"a4"dd"m"VFhFm©Fh|}amOph"apm^Fm"==amV"cadd:^F

"VFmh¤zF4aO©^Fcaddzapa©dF¦Fd|sIs}

mz^pmF§a^=azd"©:^F©Fhzphz^F"VFm^p¤V^^Fzp4FpO

"==amVpFhp¦amV"cadd"m==azd"©^F¤z="F=FpOcadd

How to administer Add/Remove Skills

Considerations

■ cadd4"mmp*FFhp¦F=Oph"m"VFmcaddFaO^F"VFmapm"4"dd

Op^"caddpam^FOF_"dd_pc|}"FOp^"cadd

■ a^:"VFm4"mmpFhp¦F^FaaF4VFmcadd

Table 1-3. Required forms

Form Field

d"pOFa4apm|} ■ ==Fhp¦FVFmcadd

F"¤F44Fp=F|}

■ ==VFmcadd

■ Fhp¦FVFmcadd

"mV¤"VF"md"apm

■ Ts_TTpm"VFQ

¤mp¤z

■ cadd

d"pOF¦a4F

■ =hamaF4pmpdFzFhaapmOp

¤zF¦ap

"ddFmF

QQQ_¢_Q¬

1-6 ¤Fs¤mFsnnn

Interactions

■ ¤p_¦"ad"*dFzda|}

O"m"VFm"=="cadd^"a"=hamaFF="¤p_¦"ad"*dF: pm^F

VFmpVamOph:©p¤h¤F^FOaFd=p

yOp^""VFmdpVam



■ 

*FVam"4camV"mF§cadd"ppm"aa"==F=^Fm"m"VFm

Fhp¦F"cadd:^FF"d_ahF"VFmamOph"apmzF4aOa4p^"cadda

Fhp¦F=Oph^FF"d_ahFFzp:*¤aadd"zzF"pm^F^apa4"d

Fzp

■ _

^Fm_aF""mpzapm:"VFm4"mmpFhp¦F^FaaF4

VFmcaddm"mFm¦apmhFm:"VFmh¤^"¦F"dF"pmFcadd

"aVmF=p^Fh=¤amV"dpVamFapma^_:"VFm4"m

zF4aO©¤zp¢¬cadd

O_ampFm"*dF=:"VFm4"mzF4aO©pmd©Tcadd

■ ¤"

F4"¤F¤"=azd"©amOph"apmV"^FF=*©§^F^F

aFm"*dF=pmp:^FamF"4apm"*p¦F"zzdaFp¤"

Agent Call Handling

VFm"dd"m=damV"ddp§©p¤p"=hamaFO¤m4apm^"¤ph"a4"dd

aa*¤apm|}"VFm¤Fp"m§F"m=zp4F4"dd

p¤=FOamF^FOpddp§amV"VFm4"z"*adaaF9

■ VFmdpVam"m=dpVp¤

■ VFm"m§FamVpzapm9¤ph"a4m§F|«azpmF}p"m¤"dm§F

■ §pchp=F9¤¨ada"©pc|pc}:¤p_m:"m¤"d_m:pOF

"ddpc|}

■ ahF=

■ VFmF¤FOp¤zF¦ap"a"m4F

■ 4"dd=a4pmmF4|FdF"F*¤pm}

■ pcF4p¤m

■ "dd§pc4p=F

■ p4F=Fm©pOpcF4p¤m"m=4"dd§pc4p=F

‘‘Agent capacity and related limits’’ on page 1-15=F4a*F"VFm_4"z"4a©

zd"mmamV

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Avaya 555-233-503 User manual

Avaya 555-233-503 User manual

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