Avaya Contact Center manuals

Avaya Contact Center User Manual (252 pages)

Brand: Avaya | Category: Software | Size: 2.64 MB |

English

Table of contents

BCM50 2.0

1

Contact Center

1

Trademarks

2

Task List

3

6 Task List

6

Contents

7

Chapter 14

11

Chapter 15

11

Chapter 19

13

14 Contents

14

Chapter 1

15

16 Chapter 1 Getting started

16

Chapter 1 Getting started 17

17

Contact Center features

18

Chapter 1 Getting started 19

19

Audience

20

Acronyms

20

Symbols and text conventions

21

Related Publications

22

How to get Help

23

24 Chapter 1 Getting started

24

Chapter 2

25

Enabling keycodes

26

Starting CallPilot Manager

26

System timeout

27

Contact Center access

27

Using the dialpad

29

About telephone buttons

30

Chapter 3

33

To program a memory button

34

Supervisors

35

Agent Feature Codes

36

Chapter 4

39

To add an agent

40

Adding more than one agent

42

Changing agent information

43

Resetting an agent’s password

43

Deleting an agent

44

Forcing an agent off

44

To force an agent off

45

Chapter 5

47

Skillset properties

48

Setting up DID routing

52

Setting up CLID/DNIS Routing

52

Routing using a Line

53

Routing using CLID and a Line

53

To add a CLID/DNIS Route

55

Changing a CLID/DNIS Route

56

To change a CLID/DNIS Route

56

To delete a CLID/DNIS Route

57

Dynamic Agent Priority

57

Viewing agents in a skillset

60

Enabling a skillset

61

Disabling a skillset

61

Unconfiguring a skillset

62

Chapter 6

63

Indication telephone

64

Opening a skillset mailbox

66

Skillset mailbox password

67

to select a greeting

72

2 new 0 saved

76

REC ADMIN

76

No messages

78

78

Retrieving erased messages

79

Replying to messages

80

Chapter 7

83

Deleting a destination number

100

Adding a destination number

101

Chapter 8

103

NN40040-301NN40040-301

104

2 Click the Greetings link

105

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

Chapter 10

123

Expected Wait Time

124

To set up EWT

125

Recording EWT greetings

125

To set up an EWT Table

126

To delete an EWT Table

128

To change an EWT Table

129

Greeting step parameters

130

Adding a Greeting step

131

To add a Greeting step

131

Adding a Distribute for step

133

To add a Distribute for step

133

Adding a Goto step

134

To add a Goto step

134

Adding a Transfer step

134

To add a Transfer step

135

Adding a Disconnect step

135

To add a Disconnect step

136

Changing a Routing Table

143

To delete Routing Table steps

144

Chapter 11

145

Using wildcard characters

148

Changing a Caller Input rule

150

Deleting a Caller Input rule

151

Chapter 12

153

Configuring lines

154

To configure several lines

155

Chapter 13

157

MMCC Public Hostname

159

Reserved channels

160

Enable Caller ID

160

System Configuration Report

162

Monitoring tips

169

About monitoring sessions

171

Monitoring skillsets

172

To monitor skillsets

172

Taking some Not Ready time

174

Logging off

175

Supervisor Help

175

How Supervisor Help works

176

Configuring Supervisor Help

177

How to handle missed requests

178

Prompted

182

Optional

182

Chapter 15 Activity Codes 183

183

Autopegs

184

Examples of Autopeg calls

184

System Activity Codes

185

Example 1: No Peg

186

Chapter 15 Activity Codes 187

187

Transfer to Agent

188

Break Time

189

190 Chapter 15 Activity Codes

190

To create an Activity Code

191

Importing Activity Codes

192

2 Click Import

193

194 Chapter 15 Activity Codes

194

Pressing NO

196

Activity Codes

196

Chapter 16

197

Routing Table administration

198

Assigning DNs

200

Chapter 17

201

General Configuration

203

General Properties

204

Caller Input Rules

204

Skillset 1

206

Service Mode

207

Skillset 2

208

Routing Tables

209

Overflow

210

Skillset 3

211

Skillset 4

213

Multimedia Contact Center

215

Skillset 5

217

Chapter 18

221

Agent problems

222

Call Forward

223

Answer DN

223

Do Not Disturb

223

Call Forward No Answer

223

Hunt groups

224

Automatic Answer

224

Skillset problems

225

Call processing problems

226

Center calls do

227

Operator

228

Feature Codes

230

Operator/Business Status

230

Contact Center skillsets

231

Contact Center Greetings

232

Intelligent Overflow Routing

233

Contact Center agents

234

Skillset assignments

235

Skillset mailboxes

236

Intelligent CLID/DNIS Routing

239

Line answering

240

Glossary

241

Numerics

247

Avaya Contact Center User Manual (256 pages)

Brand: Avaya | Category: Software | Size: 2.64 MB |

English

Table of contents

CallPilot

1

Trademarks

2

Task List

3

6 Task List

6

Contents

7

Chapter 14

11

Chapter 15

11

Chapter 19

13

14 Contents

14

Chapter 1

15

16 Chapter 1 Getting started

16

Chapter 1 Getting started 17

17

Contact Center features

18

Chapter 1 Getting started 19

19

Audience

20

Acronyms

20

Symbols and text conventions

21

Related Publications

22

How to get Help

23

24 Chapter 1 Getting started

24

Chapter 2

25

Enabling keycodes

26

Starting CallPilot Manager

27

System timeout

28

Contact Center access

28

Using the dialpad

29

About telephone buttons

31

Chapter 3

33

To program a memory button

34

Supervisors

35

Agent Feature Codes

36

Chapter 4

39

To add an agent

40

Adding more than one agent

42

11 Click the Submit button

43

Changing agent information

44

Resetting an agent’s password

44

Deleting an agent

45

Forcing an agent off

45

6 Click the OK button

46

Chapter 5

47

Skillset properties

48

Setting up DID routing

52

Setting up CLID/DNIS Routing

52

Routing using a Line

53

Routing using CLID and a Line

53

To add a CLID/DNIS Route

55

Changing a CLID/DNIS Route

56

To change a CLID/DNIS Route

56

To delete a CLID/DNIS Route

57

Dynamic Agent Priority

57

Viewing agents in a skillset

60

Enabling a skillset

61

Disabling a skillset

61

Unconfiguring a skillset

63

Chapter 6

65

Indication telephone

66

Opening a skillset mailbox

68

Skillset mailbox password

69

to select a greeting

74

Accept greeting?

76

76

2 new 0 saved

78

78

No messages

80

80

Retrieving erased messages

81

Replying to messages

82

Chapter 7

85

Deleting a destination number

102

Adding a destination number

103

Chapter 8

105

N0060620N0060620

106

2 Click the Greetings link

107

Chapter 9

113

Condition

114

Example 1

115

Example 2

115

Example 3

116

Example 4

116

Example 5

117

Example 6

118

Example 7

118

Example 8

119

Chapter 10

125

Expected Wait Time

126

To set up EWT

127

Recording EWT greetings

127

To set up an EWT Table

128

To delete an EWT Table

130

To change an EWT Table

131

Greeting step parameters

132

Adding a Greeting step

133

To add a Greeting step

133

Adding a Distribute for step

135

To add a Distribute for step

135

Adding a Goto step

136

To add a Goto step

136

Adding a Transfer step

136

To add a Transfer step

137

Adding a Disconnect step

137

To add a Disconnect step

138

Changing a Routing Table

145

To delete Routing Table steps

146

Chapter 11

147

Using wildcard characters

150

Changing a Caller Input rule

152

Deleting a Caller Input rule

153

Chapter 12

155

Configuring lines

156

To configure several lines

157

Chapter 13

159

MMCC Public Hostname

161

Reserved channels

162

Enable Caller ID

162

System Configuration Report

164

Monitoring tips

171

About monitoring sessions

173

Monitoring skillsets

174

To monitor skillsets

174

Taking some Not Ready time

176

Logging off

177

Supervisor Help

177

How Supervisor Help works

178

Configuring Supervisor Help

179

How to handle missed requests

180

Prompted

184

Optional

184

Chapter 15 Activity Codes 185

185

Autopegs

186

Examples of Autopeg calls

186

System Activity Codes

187

Example 1: No Peg

188

Chapter 15 Activity Codes 189

189

Transfer to Agent

190

Break Time

191

192 Chapter 15 Activity Codes

192

To create an Activity Code

193

Importing Activity Codes

194

2 Click the Import button

195

196 Chapter 15 Activity Codes

196

Pressing NO

198

Activity Codes

198

Chapter 16

199

Routing Table administration

200

Assigning DNs

202

Chapter 17

203

General Configuration

205

General Properties

206

Caller Input Rules

206

Skillset 1

208

Service Mode

209

Skillset 2

210

Routing Tables

211

Overflow

212

Skillset 3

213

Skillset 4

215

Multimedia Contact Center

217

Skillset 5

219

Chapter 18

223

Agent problems

224

Call Forward

225

Answer DN

225

Do Not Disturb

225

Call Forward No Answer

226

Hunt groups

226

Automatic Answer

226

Skillset problems

227

Call processing problems

228

Center calls do

230

Operator

231

Feature Codes

234

Operator/Business Status

234

Contact Center skillsets

235

Contact Center Greetings

236

Intelligent Overflow Routing

237

Contact Center agents

238

Skillset assignments

239

Skillset mailboxes

240

Intelligent CLID/DNIS Routing

243

Line answering

244

Glossary

245

Numerics

251

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