Avaya BCM 5.0 - Contact Center - Intelligent Contact Center Telephone manuals

Owner’s manuals and user’s guides for IP phones Avaya BCM 5.0 - Contact Center - Intelligent Contact Center Telephone.
We providing 1 pdf manuals Avaya BCM 5.0 - Contact Center - Intelligent Contact Center Telephone for download free by document types: User Manual

Avaya BCM 5.0 - Contact Center - Intelligent Contact Center Telephone User Manual (218 pages)

Brand: Avaya | Category: IP phones | Size: 1.66 MB |

English

Table of contents

Administration Guide

1

Trademarks

2

Task List

3

Task List 5

5

6 Task List

6

Contents

7

Contents 11

11

12 Contents

12

Chapter 1

13

14 Chapter 1 Getting started

14

Chapter 1 Getting started 15

15

16 Chapter 1 Getting started

16

Chapter 1 Getting started 17

17

18 Chapter 1 Getting started

18

Audience

19

Acronyms

19

Symbols and text conventions

20

Related publications

21

How to get Help

22

Chapter 2

23

Using the dialpad

24

About telephone buttons

25

Feature codes

26

To program a memory button

27

Agent Feature Codes

30

Chapter 3

31

to activate the features

33

26 Activated is displayed

33

Reserved channels

34

Setting Caller ID

35

To set Caller ID

36

To select skillsets

38

Configuring lines

39

Chapter 4

43

Chapter 5

47

Skillset properties

48

Setting up a skillset

51

Enabling a skillset

55

Disabling a skillset

56

Changing skillset properties

57

To change a skillset

58

Unconfiguring a skillset

61

To unconfigure a skillset:

62

Chapter 6

65

Indication telephone

66

Opening a skillset mailbox

69

Skillset mailbox password

71

to select a greeting

76

2 new 0 saved

82

82

No messages

84

84

Retrieving erased messages

85

Replying to messages

86

Chapter 7

89

Msg notify

97

SELECT

97

Deleting a destination number

110

Adding a destination number

111

To add a destination number

112

NN40170-600NN40170-600

114

Chapter 8

115

To add an agent

116

Changing an agent

118

To change agent properties

119

Adding multiple agents

120

Dynamic Agent Priority

122

Configuring automatic log in

125

To view agents in a skillset

127

To log an agent off

128

To delete an agent

128

Changing an agent priority

130

To change an agent priority

131

Chapter 9

133

Example 1

135

Example 2

135

Example 3

136

Example 4

136

Example 5

137

Example 6

138

Example 7

138

Example 8

139

To add Overflow rules

140

To delete Overflow rules

144

Erase rule: X

145

145

Chapter 10

147

Fax Detection

148

Adding a Greeting step

150

To add a Greeting step

152

To add a Distribute for step

155

Adding a Goto step

156

Adding a Transfer step

158

To add a Transfer step

159

Adding a Disconnect step

161

16 Press OK

162

Changing a routing table

169

To review Routing Table steps

170

To modify Routing Table steps

171

Press NEXT

172

To erase a Routing Table

173

Chapter 11

177

Monitoring tips

178

Monitoring skillsets

179

To monitor skillsets

180

Taking some Not Ready time

182

Logging off

183

Changing your password

183

Supervisor Help

184

Configuring Supervisor Help

186

How to handle missed requests

187

Chapter 12

189

Routing Table administration

190

Plan for busy times:

192

Plan for slow times:

192

Chapter 13

193

Agent problems

194

Do Not Disturb

195

Call Forward No Answer

195

Hunt groups

195

Automatic Answer

195

Skillset problems

196

Chapter 14

197

Feature Codes

198

Operator/Business Status

199

Contact Center skillsets

200

Contact Center agents

202

Skillset assignments

203

Skillset mailboxes

204

Routing Tables

205

Line answering

206

Glossary

207

208 Glossary

208

Glossary 209

209

210 Glossary

210

Glossary 211

211

212 Glossary

212

Numerics

213

218 Index

218

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