Avaya Call Center manuals

Avaya Call Center User Manual (218 pages)

Brand: Avaya | Category: Software | Size: 2.40 MB |

English

Table of contents

Nortel Networks Call Center

1

Set Up and Operation Guide

1

Trademarks

2

Contents

3

Chapter 6

4

Chapter 1

9

Call Center features

10

Auto Attendant

12

Custom Call Routing (CCR)

12

Related documents

15

How to get help

16

Chapter 2

17

About setting up Call Center

17

Communications Manager

18

System timeout

21

Call Center password access

22

Using the dialpad

24

About telephone buttons

25

Chapter 3

27

Using Feature Codes

27

To program a memory button

28

Supervisors

29

Agent Feature Codes

30

Chapter 4

31

Setting up Call Center agents

31

Agent Priority” on page 51

32

To add an agent

33

Adding more than one agent

34

Changing agent information

35

Resetting an agent’s password

35

Deleting an agent

36

Forcing an agent off

37

Chapter 5

39

Setting up skillsets

39

Skillset properties

40

Setting up DID routing

45

Setting up CLID/DNIS Routing

46

Adding a CLID/DNIS Route

48

Changing a CLID/DNIS Route

49

To change a CLID/DNIS Route

49

Deleting a CLID/DNIS Route

50

Dynamic Agent Priority

51

Viewing agents in a skillset

55

Enabling a skillset

56

Disabling a skillset

57

Unconfiguring a skillset

58

Setting up skillset mailboxes

59

Indication telephone

60

Opening a skillset mailbox

62

Skillset mailbox password

64

Accept msgs:Y

69

2 new 0 saved

73

REC ADMIN

73

No messages

75

75

Retrieving erased messages

76

Replying to messages

77

Chapter 7

81

Deleting a destination number

102

Adding a destination number

103

Chapter 8

105

P0605665 02

106

Chapter 9

111

Condition

112

Example 1

113

Example 2

113

Example 3

114

Example 4

114

Example 5

115

Example 6

116

Example 7

116

Example 8

117

To move a rule

120

Chapter 10

123

Setting up Routing Tables

123

Expected Wait Time

125

How to set up EWT

125

Recording EWT greetings

126

Setting up an EWT Table

127

Deleting an EWT Table

129

Changing an EWT Table

130

Greeting step parameters

132

Adding a Greeting step

133

To add a Greeting step

133

Adding a Distribute for step

136

To add a Distribute for step

136

Adding a Goto step

137

To add a Goto step

137

Adding a Transfer step

138

Adding a Disconnect step

139

To add a disconnect step

139

Changing a Routing Table

147

Deleting Routing Table steps

148

Chapter 11

149

Creating Caller Input Rules

149

Using wildcard characters

153

Changing a Caller Input rule

155

Deleting a Caller Input rule

157

Chapter 12

159

Line administration

159

Configuring lines

160

To configure a line

161

Configuring several lines

162

Chapter 13

163

Reserved channels

165

Master Client Address

166

Enable Caller ID

166

System Configuration Report

169

Chapter 14

171

Monitoring tips

172

About monitoring sessions

175

Monitoring skillsets

176

Taking some Not Ready time

178

Logging off

179

Supervisor Help

180

Configuring Supervisor Help

182

How to handle missed requests

183

Chapter 15

185

Routing Table administration

186

Chapter 16

189

Troubleshooting Call Center

189

Agent problems

191

Skillset problems

193

Call processing problems

194

Chapter 17

195

Feature Codes

196

Operator/Business Status

196

Call Center skillsets

197

Call Center Greetings

198

Intelligent Overflow Routing

199

Call Center agents

200

Skillset assignments

201

Skillset mailboxes

202

Routing Tables

203

Caller Input Rules

204

Intelligent CLID/DNIS Routing

205

Line answering

206

Glossary

207

208 Glossary

208

Glossary 209

209

210 Glossary

210

Glossary 211

211

212 Glossary

212

Numerics

213

Avaya Call Center User Manual (274 pages)

Brand: Avaya | Category: Software | Size: 4.86 MB |

English

Table of contents

Nortel Networks Call Center

1

Set Up and Operation Guide

1

Trademarks

2

Contents

3

Chapter 5

4

Chapter 6

4

10 Contents

10

P0605665 03

10

Chapter 1

11

Call Center features

12

Auto Attendant

14

Custom Call Routing (CCR)

14

Related documents

17

How to get help

18

Chapter 2

19

About setting up Call Center

19

Communications Manager

20

System timeout

23

Call Center password access

24

Using the dialpad

26

About telephone buttons

27

Chapter 3

29

Using Feature Codes

29

To program a memory button

30

Supervisors

31

Agent Feature Codes

32

Chapter 4

33

Setting up Call Center agents

33

“Dynamic

34

Agent Priority” on page 54

34

To add an agent

35

Adding more than one agent

37

Changing agent information

39

Resetting an agent’s password

39

Deleting an agent

40

Forcing an agent off

41

Setting up skillsets

43

Skillset properties

44

Setting up DID routing

48

Setting up CLID/DNIS Routing

49

Adding a CLID/DNIS Route

51

Changing a CLID/DNIS Route

52

To change a CLID/DNIS Route

52

Deleting a CLID/DNIS Route

53

Dynamic Agent Priority

54

Viewing agents in a skillset

57

Enabling a skillset

58

Disabling a skillset

59

Unconfiguring a skillset

60

Setting up skillset mailboxes

61

Indication telephone

62

Opening a skillset mailbox

64

Skillset mailbox password

66

to select a greeting

70

Accept msgs:Y

71

2 new 0 saved

75

75

No messages

77

77

Retrieving erased messages

78

Replying to messages

79

Chapter 7

83

Deleting a destination number

104

Adding a destination number

105

Chapter 8

107

Chapter 9

115

Condition

116

Example 1

117

Example 2

117

Example 3

118

Example 4

118

Example 5

119

Example 6

120

Example 7

120

Example 8

121

To move a rule

124

Chapter 10

127

Setting up Routing Tables

127

Expected Wait Time

129

How to set up EWT

129

Recording EWT greetings

130

Setting up an EWT Table

131

Deleting an EWT Table

134

Changing an EWT Table

135

Greeting step parameters

137

Adding a Greeting step

138

To add a Greeting step

138

Adding a Distribute for step

141

To add a Distribute for step

141

Adding a Goto step

142

To add a Goto step

142

Adding a Transfer step

143

Adding a Disconnect step

144

To add a disconnect step

144

Changing a Routing Table

152

Deleting Routing Table steps

153

Chapter 11

155

Creating Caller Input Rules

155

Using wildcard characters

159

Changing a Caller Input rule

161

Deleting a Caller Input rule

163

Chapter 12

165

Line administration

165

Configuring lines

166

To configure a line

167

Configuring several lines

168

Chapter 13

169

Reserved channels

171

Enable Caller ID

172

System Configuration Report

175

Chapter 14

179

To set up Silent Monitor

180

Monitoring tips

181

About monitoring sessions

184

Monitoring skillsets

185

Taking some Not Ready time

187

Logging off

188

Supervisor Help

189

Configuring Supervisor Help

191

How to handle missed requests

192

Chapter 15

193

Activity Codes

193

Prompted

194

Optional

194

Autopegs

196

Examples of Autopeg calls

196

System Activity Codes

197

Example 1: No Peg

198

Example 4: Non Agent

199

Codes during a call

201

Transfer to Agent

202

Break Time

203

Creating Activity Codes

204

Changing an Activity Code

205

Deleting an Activity Code

205

Importing Activity Codes

206

Chapter 16

211

Routing Table administration

212

Using B1 and B2 DNs

214

You can use B2 CDNs if

215

Programming Operations Guide

216

Chapter 17

217

General Configuration

218

Skillset 1 properties

218

Routing Tables

219

Service Mode

220

Overflow

220

Skillset 2 properties

221

General Properties

225

Caller Input Rules

225

Skillset 1

227

Skillset 2

230

Skillset 3

232

Skillset 4

234

Multimedia Call Center

236

Skillset 5

238

Chapter 18

241

Troubleshooting Call Center

241

Agent problems

243

Do Not Disturb

244

Call Forward No Answer

244

Hunt groups

244

Automatic Answer

244

Skillset problems

246

Call processing problems

247

Exiting the system. Goodbye.”

249

Chapter 19

251

Feature Codes

252

Operator/Business Status

252

Call Center skillsets

253

Call Center Greetings

254

Intelligent Overflow Routing

255

Call Center agents

256

Skillset assignments

257

Skillset mailboxes

258

Intelligent CLID/DNIS Routing

261

Line answering

262

Glossary

263

264 Glossary

264

Glossary 265

265

266 Glossary

266

Glossary 267

267

268 Glossary

268

Numerics

269

Avaya Call Center User Manual (204 pages)

Brand: Avaya | Category: Software | Size: 2.41 MB |

English

Table of contents

Nortel Networks Call Center

1

Set Up and Operation Guide

1

Trademarks

2

Contents

3

Chapter 6

4

Chapter 1

9

Call Center features

10

Auto Attendant

12

Custom Call Routing (CCR)

12

Related documents

15

How to get help

16

Chapter 2

17

About setting up Call Center

17

Manager 3.0

18

System timeout

19

Call Center password access

20

Using the dialpad

22

About telephone buttons

23

0 new 0 saved

24

24

No messages

24

24

Chapter 3

25

Using Feature Codes

25

To program a memory button

26

Agent Feature Codes

28

Chapter 4

29

Setting up Call Center agents

29

Agent Priority” on page 49

30

To add an agent

31

Adding more than one agent

32

Changing agent information

33

Resetting an agent’s password

33

Deleting an agent

34

Logging an agent off

35

Chapter 5

37

Setting up skillsets

37

Skillset properties

38

Setting up DID routing

43

Setting up CLID/DNIS Routing

44

Adding a CLID/DNIS Route

46

Changing a CLID/DNIS Route

47

To change a CLID/DNIS Route

47

Deleting a CLID/DNIS Route

48

Dynamic Agent Priority

49

Viewing agents in a skillset

53

Enabling a skillset

54

Disabling a skillset

55

Unconfiguring a skillset

56

Setting up skillset mailboxes

57

Indication telephone

58

Opening a skillset mailbox

60

Skillset mailbox password

62

<Skillset name>

66

Greeting options

66

REC CHOOSE CFWD

66

Use greeting:

66

66

Accept msgs:Y

67

2 new 0 saved

71

71

Retrieving erased messages

74

Replying to messages

75

1 new 0 saved

77

End of message

77

REPLY ERASE NEXT

77

Chapter 7

79

Msg type: new

84

Msg notify

84

ADMIN SELECT

84

Deleting a destination number

100

Adding a destination number

101

P0993308 02

102

Chapter 8

103

Chapter 9

109

Setting up Routing Tables

109

Intelligent Overflow Routing

110

Example 1

112

Example 2

112

Example 3

113

Example 4

113

Example 5

114

Example 6

115

Example 7

115

Example 8

116

To move a rule

119

Day and Night Routing Tables

121

Greeting step parameters

123

Adding a Greeting step

124

To add a Greeting step

124

Adding a Distribute for step

127

To add a Distribute for step

127

Adding a Goto step

128

To add a Goto step

128

Adding a Transfer step

129

Adding a Disconnect step

130

To add a disconnect step

130

ﬂ‡‹‡¤°ﬂ‡

133

Mode 1: Auto

134

134

Mode 2: Day

134

134

Changing a Routing Table

138

Deleting Routing Table steps

139

Creating Caller Input Rules

140

Using wildcard characters

144

Changing a Caller Input rule

146

Deleting a Caller Input rule

147

Chapter 10

149

Line administration

149

To configure a line

150

Configuring several lines

151

Chapter 11

153

Reserved channels

156

Master Client Address

156

System Configuration Report

158

Communications Manager 3.0

160

Chapter 12

163

Monitoring tips

164

About monitoring sessions

166

Monitoring skillsets

167

Taking some Not Ready time

169

Logging off

170

Chapter 13

171

Routing Table administration

172

Chapter 14

175

Troubleshooting Call Center

175

Agent problems

177

Call Forward No Answer

178

Hunt groups

178

Automatic Answer

178

Skillset problems

179

Call processing problems

180

Chapter 15

181

Feature Codes

182

Operator/Business Status

182

Call Center skillsets

183

Call Center agents

185

Skillset assignments

186

Skillset mailboxes

187

Routing Tables

188

Caller Input Rules

189

Intelligent CLID/DNIS Routing

190

Line answering

191

Glossary

193

194 Glossary

194

Glossary 195

195

196 Glossary

196

Glossary 197

197

198 Glossary

198

Numerics

199

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