Avaya Call Center User Manual Page 208
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- Table of contents
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208 Chapter 15 Activity Codes
P0605665 03
Assigning Activity Code settings to agents and skillsets
By default agents and skillsets have Optional prompting for Activity Codes.
To set up or change Activity Code settings for an agent see
• “Adding an agent or a supervisor” on page 35
• “Adding more than one agent” on page 37
• “Changing agent information” on page 39
To set up or change Activity Codes for a skillset see
• “Setting up or changing a skillset” on page 46
Generating Activity Code reports
You can generate Activity Code reports that are sorted according to Activity Code, skillset and
agent. For information on generating these reports see the Nortel Networks Call Center Reporting
Set Up and Operation Guide.
You can view a list of your Activity Codes by ID, name and description in the System
Configuration report. For more information see
“To generate the System Configuration Report” on
page 177.
- 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
- PLAY REC ADMIN 75
- No messages 77
- COMP MBOX EXIT 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
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