Avaya Multimedia Call Center Users Manual Set Up And Operation Guide

2015-06-01

• Multimedia Call Center
• Set Up and Operation Guide
  • Chapter 1
  • About Multimedia Call Center
    • Overview of Multimedia Call Center
    • How Multimedia Call Center works for callers
      • The Multimedia Call Center caller interface
    • How Multimedia Call Center works for agents
      • The Multimedia Call Center agent interface
    • Multimedia Call Center call types
      • PSTN voice and data calls
      • Data only calls
    • Requirements for using CallPilot Manager to set up Multimedia Call Center
    • How to get help
  • Chapter 2
  • Setting up Multimedia Call Center
    • Creating a user account for Multimedia Call Center
    • Enabling a Software Authorization Code
    • Setting Multimedia Call Center parameters
    • Assigning routing to Multimedia Call Center calls
      • How Multimedia Call Center calls work with Routing Tables
    • Routing Multimedia Call Center calls using the CLID/DNIS table
    • Assigning a callback route for Multimedia Call Center
    • Configuring outdialing using PRI lines
    • Assigning an outgoing line to a line pool
    • Creating a Multimedia Call Center dial plan
      • An example of a dial plan that restricts calls based on their country
    • Setting the Maximum Outcalling Channels
    • Configuring the Dialing Translation Table
  • Chapter 3
  • Multimedia Call Center agents
    • Enabling Multimedia Call Center agents
    • Adding Multimedia Call Center agents to Call Center
    • Adding more than one agent
      • Accepted Call Types
    • Installing Multimedia Call Center software on an agent’s computer
      • Requirements for agents using Multimedia Call Center
      • To install Multimedia Call Center software on an agent’s computer
      • Configuring Multimedia Call Center on a Windows 95 system
    • Configuring an agent's server settings
    • Configuring an agent’s name
    • Using Follow-me browsing
  • Chapter 4
  • Multimedia Call Center messages
    • Call setup messages
      • Call setup page
      • Preferences page
    • Status and error messages
      • Multimedia Call Center unavailable message
      • No agents logged on message
      • Bad calling preferences message
      • Choose how to connect message
      • Session completed message
      • User busy message
      • Lines busy message
      • Make call failed message
      • Preference message
      • No answer message
      • Connected message
      • Call transferred message
      • Web refresh message
    • Recording Multimedia Call Center announcements
    • Downloading web pages and viewing web page lists
    • Customizing web pages
      • Overviews of downloading, customizing and uploading pages
    • Uploading or deleting web pages
    • Creating and distributing web page lists
  • Chapter 5
  • Viewing reports, active calls and log files
    • Summary call report - all calls
    • Summary call report by skillset
    • Detail call report - all calls
    • Detail call report by skillset
    • Generating Multimedia Call Center reports
    • Monitoring active calls
    • Viewing log files
  • Index