Administering Avaya Aura Call Center Elite
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Administering Avaya Aura Call Center Elite
Administering Avaya Aura Call Center Elite - Avaya Support
2019-2020, Avaya Inc. All Rights ... manual-in: Agents log in to Call Center Elite in ... call that the agent receives while in the manual-in.
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Administering Avaya Aura� Call Center Elite
Release 8.1.x Issue 3
October 2020
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Contents
Chapter 1: Introduction.......................................................................................................... 10 Purpose................................................................................................................................10 Change history......................................................................................................................10
Chapter 2: Screen reference.................................................................................................. 11 Agent LoginID screen............................................................................................................ 11 Agent LoginID administration commands...........................................................................11 Agent LoginID field descriptions........................................................................................12 BCMS/VuStats Login ID screen.............................................................................................. 22 BCMS/VuStats Login ID administration commands............................................................ 23 BCMS/VuStats field descriptions.......................................................................................24 Best Service Routing Application Plan screen..........................................................................24 BSR Application Plan administration commands................................................................ 24 BSR Application Plan field descriptions............................................................................. 25 Call Vector screen................................................................................................................. 27 Call Vector administration commands............................................................................... 27 Call Vector field descriptions.............................................................................................27 Class of Restriction screen.....................................................................................................30 COR administration commands........................................................................................ 30 COR field descriptions..................................................................................................... 31 Duplicate Vector screen......................................................................................................... 32 Duplicate Vector administration command......................................................................... 32 Duplicate Vector field descriptions.................................................................................... 33 Feature-Related System Parameters screen........................................................................... 34 Feature-Related System Parameters administration commands..........................................34 Agent and Call Selection field descriptions........................................................................ 34 ASAI field descriptions..................................................................................................... 38 Call Center Miscellaneous field descriptions...................................................................... 39 Call Management System field descriptions.......................................................................41 EAS field descriptions......................................................................................................43 Forced Agent Logout/Aux Parameters field descriptions..................................................... 46 Maximum Agent Occupancy Parameters field descriptions................................................. 46 Reason Codes field descriptions.......................................................................................47 Redirection on IP Failure field descriptions........................................................................ 48 Service Observing field descriptions..................................................................................49 SIP Station Reachability Checking Options field descriptions.............................................. 51 Vectoring field descriptions...............................................................................................52 Holiday Table screen............................................................................................................. 54 Holiday Table administration commands............................................................................54 Holiday Table field descriptions.........................................................................................55 Hunt Group screen................................................................................................................ 55
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Contents
Hunt Group administration commands.............................................................................. 56 Hunt Group field descriptions........................................................................................... 56 Off-PBX Feature-Name-Extensions screen..............................................................................74 Off-PBX Feature-Name-Extensions administration commands............................................ 74 Off-PBX Feature-Name-Extensions field descriptions......................................................... 75 Policy Routing Table screen................................................................................................... 76 Policy Routing Table administration commands..................................................................76 Policy Routing Table field descriptions...............................................................................76 Reason Code Names screen..................................................................................................78 Reason Code Names administration commands................................................................ 78 Reason Code Names field descriptions............................................................................. 78 Service Hours Table screen....................................................................................................79 Service Hours Table administration commands.................................................................. 79 Service Hours Table field descriptions............................................................................... 79 SIT Treatment for Call Classification screen............................................................................ 80 SIT Treatment for Call Classification administration commands...........................................80 SIT Treatment for Call Classification field descriptions........................................................81 Station screen.......................................................................................................................81 Station administration commands..................................................................................... 82 Station field descriptions.................................................................................................. 82 Vector Directory Number screen............................................................................................. 85 VDN administration commands........................................................................................ 85 Vector Directory Number field descriptions........................................................................ 86 Vector Routing Table screen...................................................................................................97 Vector Routing Table administration commands................................................................. 97 Vector Routing Table field descriptions.............................................................................. 97 VuStats Display Format screen...............................................................................................98 VuStats Display Format administration commands............................................................. 98 VuStats Display Format field descriptions.......................................................................... 99 VuStats Display Format data types................................................................................. 103
Chapter 3: Administering features...................................................................................... 121 AAS................................................................................................................................... 121 Abandoned Call Search....................................................................................................... 121 Add/Remove Skills.............................................................................................................. 121 Adding skills..................................................................................................................122 Removing skills............................................................................................................. 123 Changing skills from a voice terminal.............................................................................. 124 Agent Call Handling.............................................................................................................124 Caller information.......................................................................................................... 125 Agent/Caller Disconnect Tones.............................................................................................126 Agent Mobility..................................................................................................................... 126 Automatic Call Distribution................................................................................................... 127 Avaya IQ measurements......................................................................................................128
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Contents
Basic Call Management System........................................................................................... 128 Administering Business Advocate......................................................................................... 129
Business Advocate screen reference.............................................................................. 130 Best Service Routing........................................................................................................... 131
Singlesite BSR.............................................................................................................. 131 Multisite BSR................................................................................................................ 132 BSR Local Treatment.....................................................................................................133 BSR Tie Strategy...........................................................................................................134 Administering BSR polling over IP without the B-channel..................................................134 Call Prompting.................................................................................................................... 139 Call Vectoring......................................................................................................................140 Expert Agent Selection........................................................................................................ 142 EAS-related fields..........................................................................................................143 Other parameters that support EAS Agent LoginID.......................................................... 144 Direct Agent Calling.......................................................................................................146 Forced Agent Logout by Clock Time..................................................................................... 149 Forced Agent Logout/Aux Work by Location/Skill................................................................... 149 Forced Agent Logout from ACW........................................................................................... 150 Forced Agent Logout from ACW........................................................................................... 151 Tips for administering Forced Agent Logout from ACW.....................................................151 Inbound Call Management................................................................................................... 152 Interruptible Aux..................................................................................................................152 Intraflow and Interflow..........................................................................................................153 Location Preference Distribution........................................................................................... 153 Look-Ahead Interflow...........................................................................................................154 Maximum Agent Occupancy.................................................................................................155 Multinational CPN Prefix...................................................................................................... 155 Multiple Call Handling.......................................................................................................... 156 Network Call Redirection......................................................................................................156 NCR for ISDN trunks..................................................................................................... 156 NCR for SIP trunks........................................................................................................158 NCR with the AT&T In-Band Transfer Connect service..................................................... 158 Administering station or ASAI transfer, conference, or release.......................................... 160 Percentage Allocation Routing..............................................................................................160 Queue Status Indications..................................................................................................... 161 Reason Codes.................................................................................................................... 161 Redirection on IP Failure......................................................................................................162 Redirection on No Answer....................................................................................................163 Redirection on OPTIM Failure.............................................................................................. 164 Remote Logout of Agent...................................................................................................... 165 Reporting adjuncts on Communication Manager.................................................................... 165 Measured trunks versus unmeasured facilities.................................................................165 Adding reporting adjunct nodes...................................................................................... 165
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Contents
Communication Manager to reporting adjunct interface.................................................... 166 Administering reporting adjuncts with Communication Manager........................................ 166 Processor Channel Assignment......................................................................................167 Proactive Contact predictive calls......................................................................................... 167 Proactive Contact non-predictive calls...................................................................................168 Service Hours Table............................................................................................................ 168 Service Level Maximizer...................................................................................................... 168 Administering the ASL algorithm.....................................................................................169 Service Observing............................................................................................................... 169 Service Observing with Multiple Observers............................................................................170 Universal Call ID................................................................................................................. 171 Sending UCIDs over ISDN or SIP trunks......................................................................... 171 User-to-User Information......................................................................................................172 UUI Treatment for ISDN trunks....................................................................................... 172 UUI Treatment for SIP trunks..........................................................................................173 UUI-info feature button...................................................................................................174 VDN in a Coverage Path......................................................................................................174 VDN of Origin Announcement.............................................................................................. 174 VDN Return Destination.......................................................................................................175 VDN Time-Zone Offset.........................................................................................................175 Voice Response Integration..................................................................................................176 VuStats...............................................................................................................................176 Vu-display feature button............................................................................................... 177 Zip Tone Burst for Callmaster� Endpoints.............................................................................. 177
Chapter 4: Administering the 96X1 SIP agent deskphones..............................................178 Dedicating station and call routing SIP trunk groups............................................................... 179 Administering the Signaling Group screen....................................................................... 180 Administering the Trunk Group screen............................................................................ 182
Chapter 5: Administering C and D tones for a VRU port.................................................. 183 Administering C and D tones for a VRU port.......................................................................... 183 IVR or VRU ports................................................................................................................ 183 Station field descriptions...................................................................................................... 185
Chapter 6: Recorded announcements................................................................................ 189 Recorded announcement types............................................................................................ 190 Analog line types...........................................................................................................190 DS1 types.....................................................................................................................191 Auxiliary trunk types...................................................................................................... 191 Integrated types............................................................................................................ 192 When to use recorded announcements................................................................................. 193 Barge-in............................................................................................................................. 193 Barge-in operational details............................................................................................193 Nonbarge-in operational details...................................................................................... 193 Integrated and externally recorded announcements............................................................... 194
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Contents
How to record announcements............................................................................................. 195 Announcement recording............................................................................................... 195 Announcement sessions................................................................................................ 195 Recording the announcement.........................................................................................196 Stop recording the announcement.................................................................................. 196 Playing back the announcement..................................................................................... 197 Deleting the announcement............................................................................................197
Recorded announcements for ACD and other call center features........................................... 197 Recorded announcements and automatic wakeup........................................................... 198
Locally sourced music and announcements...........................................................................198 Definitions.....................................................................................................................198 Locally sourced music and announcements.....................................................................198 Audio groups.................................................................................................................199 Selecting the most local source of an audio group............................................................199 Capabilities of locally sourced music and announcements................................................ 200
Chapter 7: Time of Day Clock Synchronization................................................................. 201 TOD synchronization methods..............................................................................................201 How to use NTP/SNTP to administer direct switch synchronization................................... 201 How to use Avaya Site Administration to schedule synchronization tasks...........................202 Using NTP/SNTP to synchronize Communication Manager to the UTC time............................ 202 How to use Avaya Site Administration to set up a TOD synchronization schedule..................... 203 Prerequisites for using Avaya Site Administration to set up a TOD synchronization schedule.......................................................................................................................203 Things to know before you set up a synchronization schedule...........................................204 Designing a TOD clock synchronization schedule............................................................ 206 Setting up a TOD synchronization task schedule in Avaya Site Administration....................209 NTP or SNTP and Internet Time Servers...............................................................................210 SNTP on switch platforms that support direct synchronization........................................... 211 Platforms that synchronize through an Avaya Site Administration client computer............... 211 Setting up ACD offset times for CMS reporting.......................................................................212 Setting switch time zone offset values for CMS report times..............................................212
Chapter 8: Resources...........................................................................................................214 Documentation....................................................................................................................214 Finding documents on the Avaya Support website................................................................. 215 Accessing the port matrix document..................................................................................... 215 Avaya Documentation Center navigation............................................................................... 216 Training.............................................................................................................................. 217 Viewing Avaya Mentor videos...............................................................................................217 Support.............................................................................................................................. 218 Using the Avaya InSite Knowledge Base......................................................................... 218
Glossary.................................................................................................................................220
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Chapter 1: Introduction
Purpose
This document contains information about how to perform Avaya Aura� Call Center Elite administration tasks including how to use Automatic Call Distribution (ACD) and Call Vectoring features.
This document is intended for system administrators and implementation engineers.
Change history
Issue 3
Date October 2020
2
October 2019
Summary of changes
Updated the following items:
� Added missing or incorrect Agent LoginID field descriptions. For more information, see Agent LoginID field descriptions on page 12.
� Added more information about Service Observing button assignments. For more information, see Service Observing on page 169.
Made minor updates.
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Chapter 2: Screen reference
Agent LoginID screen
Use the Agent LoginID screen to add or change agent login IDs and skill assignment for Expert Agent Selection (EAS).
Agent LoginID administration commands
Use the following commands to administer agent login IDs on the Agent LoginID screen:
Command name
Parameter
Qualifier
add change duplicate
agent-loginID agent-loginID agent-loginID
xxxxx or next xxxx [auto] xxxxx [start nnn] [count x]
remove
agent-loginID
xxxxx
list
agent-loginID
staffed [name] [AAS y or n]
unstaffed [name] [AAS y or n]
auto indicates automatic logout and login of logged-in agents after you change agent skills.
� If you use auto, you will see the following warning message:
Agents must log in again before non-skill changes take effect.
� If you do not use auto, you will see the following warning message:
Agents must log in again for the changes to take effect. xxxx is the extension. nnn is the extension number of the first duplicate agent login ID in the number sequence.
[ ] indicates that the qualifier is optional.
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Screen reference
Agent LoginID field descriptions
Name AAS
ACW Agent Considered Idle
Description
To use the extension as an Auto Available Split/Skill (AAS) port. Valid entries are y and n.
If you select y, Communication Manager clears the password. To select n, use the remove agentloginid xxx command.
Use the field for adjunct equipment ports only, not for human agents.
To include agents who are in the After Call Work (ACW) mode in the Most Idle Agent (MIA) queue. Communication Manager counts the time in ACW as idle time. Valid entries are system, n, and y.
If you select n, Communication Manager excludes ACW agents from the MIA queue while they are in the ACW mode.
If you select y, Communication Manager keeps or places agents in the MIA queue while they are in the ACW mode.
If you select system, Communication Manager uses the systemwide field settings.
If you change the value of the ACW Agent Considered Idle field from the system-parameters features screen, agents must log out and log back in for the change to be reflected.
Table continues...
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Name AUX Agent Remains in LOA Queue
AUX Agent Considered Idle (MIA)
Attribute
Agent LoginID screen
Description
To include agents who are in the AUX mode in the Least Occupied Agent (LOA) queue. Valid entries are system, n, and y. The default value is system.
If you select n, Communication Manager excludes AUX agents from the LOA queue while they are in AUX work. The n value matches the legacy Communication Manager functionality.
If you select y, Communication Manager keeps or places agents in the LOA queue while they are in AUX work.
If you select system, Communication Manager uses the systemwide field settings.
If you change the value of the AUX Agent Remains in LOA Queue field from the system-parameters features screen, agents must log out and log back in for the change to be reflected.
To include agents who are in the AUX mode in the Most Idle Agent (MIA) queue. Communication Manager counts the time in AUX as idle time. Valid entries are system, n, and y. Default value is system.
If you select n, Communication Manager excludes AUX agents from the MIA queue while they are in AUX work. The n value matches the legacy Communication Manager functionality.
If you select y, Communication Manager keeps or places agents in the MIA queue while they are in AUX work.
If you select system, Communication Manager uses the system-wide field settings.
If you change the value of the AUX Agent Considered Idle (MIA) field from the systemparameters features screen, agents must log out and log back in for the change to be reflected.
To enter a character string that represents a combination of characteristics of that agent defined by the call center management for use in reporting.
The Attribute field is a 20-character alphanumeric field. The Attribute field can also be left blank. The contents of the Attribute field are sent to reporting, including CMS and Avaya IQ.
Table continues...
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Screen reference Name AUDIX
AUDIX Name for Messaging
Auto-Answer
Description
To use the extension as an Audio Information Exchange (AUDIXTM) port.
Valid entries are y and n.
Note:
Select y in the AAS field or the AUDIX field. Do not use both the fields together.
To perform one of the following actions:
� Type the name of the messaging system that stores Leave Word Calling (LWC) messages.
� Type the name of the messaging system that is the coverage point for this login ID.
You can also leave this field blank.
To determine agent settings.
If you use Expert Agent Selection (EAS), the option in this field applies to the station where the agent logs in. If the field option on the Station screen is different from the field option in this field, the agent setting overrides the station setting.
Valid entries are:
� all: Communication Manager sends all ACD and non-ACD calls to the agent. If you select y in the Allow Ringer-off with Auto-Answer field, agents can press ringer-off to prevent ringing.
� acd: Communication Manager sends only ACD and direct agent calls to the agent.
� none: This option is the default.
� station: Communication Manager uses the field option on the Station screen.
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Name Aux Work Reason Code Type
Call Handling Preference
Agent LoginID screen
Description
To determine whether agents must type a reason code when changing the work mode to Auxiliary (AUX) work.
� forced: To ensure that an agent types a reason code.
� none: To not use reason codes.
� requested: To request an agent to type a reason code.
� system: To use the system settings. This field option is the default.
To use the forced and requested field options, you must select y in the Reason Codes and Expert Agent Selection (EAS) fields on the SystemParameter Customer-Options screen.
To determine the call selection method for an agent during call surplus conditions.
Valid entries are:
� greatest-need: To select the oldest, highest priority call for any assigned skill.
� percent-allocation: To select calls based on the target allocation for each skill that you assign to an agent. This field option is applicable when you use Business Advocate.
� skill-level: To select the oldest, highest priority call waiting for the highest skill level when calls are in a queue and an agent becomes available. The default is skill-level.
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Screen reference Name Check skill TN to match LoginID TN Associated field: Include Tenant Calling Permissions
COR Coverage Path
Direct Agent Calls First Direct Agent Skill
Description
To ensure that Communication Manager delivers calls based on Tenant Number (TN) assignments. Thus, agents within a tenant partition receive calls for skills in the same tenant partition.
Valid entries are y and n. The default is n.
If you select y, Communication Manager prevents skill assignment to a login ID when the tenant number of the login ID does not match the tenant number of the skill.
To use this field, ensure that the Tenant Partitioning field on the System-Parameters Customer-Options screen is y.
The associated field is available when the Check skill TN to match LoginID TN field value is y.
Use the associated field for extended inter-tenant call delivery where agents can receive calls for more than one TN.
If you grant tenant calling permissions to an agent, you can assign skills with TNs for which the agent can receive calls.
To assign a Class of Restriction (COR) number to the login ID.
Valid entries are 0 to 995. The default is 1.
To assign a coverage path for calls to the login ID.
Valid entries are:
� Path number from 1 to 999.
� Time of day table from t1 to t999.
You can also leave this field blank.
Communication Manager uses the coverage path when an agent is logged out of the system, that is, the agent is unstaffed, busy, or does not answer calls.
To override the Percent Allocation call selection method to deliver direct agent calls before other ACD calls. Valid entries are y and n.
The Direct Agent Calls First field replaces the Service Objective field when you select percentallocation in the Call Handling Preference field.
To assign a skill number for handling direct agent calls. Valid entries are 1 to 8000 or blank.
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Name Forced Agent Logout Time Local Call Preference
Login ID LoginID for ISDN/SIP Display
Logout Reason Code Type
Agent LoginID screen
Description
To automatically log agents out of the system based on a timer.
Valid entries for the hour field are 01 to 23. Valid entries for the minute field are 00, 15, 30, and 45.
You can also leave this field blank.
To administer Location Preference Distribution for handling agent or call surplus conditions.
To set up an algorithm for agent surplus conditions, administer the Local Agent Preference field on the Hunt Group screen.
Valid entries are y or n. The default is n.
You can select y if the Call Center Release field is 3.0 or later and the field option in the Multiple Locations Customer field is y.
To view the identifier for a Logical Agent. This field is a display-only field.
To include the Agent LoginID Calling Party Number (CPN) and Name fields in ISDN and SIP messaging over network facilities.
If you select y, Communication Manager sends the physical station extension CPN and the name.
The Send Name on the ISDN Trunk Group screen prevents sending the calling party name and number if set to n and can prevent sending it if set to restricted.
To determine whether agents must type a reason code when logging out of the system.
Valid entries are:
� forced: To ensure that an agent types a reason code.
� none: To not use reason codes.
� requested: To request an agent to type a reason code.
� system: To use the system settings. This field option is the default.
To use the forced and requested field options, you must select y in the Reason Codes and Expert Agent Selection (EAS) fields on the SystemParameter Customer-Options screen.
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Screen reference
Name
Description
LWC Log External Calls
Determines whether or not unanswered external call logs are available to end users. When external calls are not answered, Communication Manager keeps a record of up to 15 calls provided information on the caller identification is available. Each record consists of the latest call attempt date and time.
LWC Reception
To determine the storage point for LWC messages.
Valid entries are:
� audix: To store LWC messages in an AUDIXTM system.
� none: To not store LWC messages.
� msa: To store LWC messages on Messaging Server Adjunct (MSA).
� spe. To store LWC messages in the system or on Switch Processor Element (SPE). The default is spe.
Maximum time agent in ACW before logout (sec) To determine the time in ACW after which the system logs an agent out.
� 30-9999: To assign an ACW timeout. This field option takes precedence over the system settings.
� none: To not apply an ACW timeout.
� system: To use the system settings. This field option is the default.
Messaging Server Name for Messaging
To perform one of the following actions:
� Type the name of the messaging system that stores Leave Word Calling (LWC) messages.
� Type the name of the messaging system that is the coverage point for this login ID.
You can also leave this field blank.
MIA Across Skills
To remove an agent from the MIA queue for all splits or skills that the agent is available in when the agent answers a call from any assigned splits or skills.
Valid entries are system, n, and y.
If you change the value of the MIA Across Skills field from the system-parameters features screen, agents must log out and log back in for the change to be reflected.
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Name MWI Served User Type
Name Password
Password (enter again) PA
Port Extension
Agent LoginID screen
Description
Administers from which type of message center the user's message waiting indicator (MWI) is interrogated, or whether the MWI is to be audited.
� Blank: The user's MWI is not audited. The user's MWI is also not audited if the user is not a served by an fp-mwi or qsig-mwi message center.
� fp-mwl. The user is served by an fp-mwi message center.
� qsig-mwl. The user is served by a qsig-mwi message center.
� sip-adjunct. Use this option to audit the user's MWI.
The name of this agent. The can be up to 27 characters. Any alphanumeric character is valid. By default, the name is blank.
To assign up to nine digits as the password that an agent must enter when logging in to the system. Valid entries are from 0 to 9.
Type the minimum number of digits in this field specified by the Minimum Agent-LoginID Password Length field on the Feature-Related System Parameters screen.
This field is applicable if you select n in the AAS and AUDIX fields.
To ensure that an agent reenters the password.
This option is displayed only when Call Handling Preference is set to percent-allocation (PA). This is the percentage for each of the agent skills. A valid entry is a number from 1 to 100 for each skill. Entries for all the agent skills together must add up to 100%. Do not use target allocations for reserve skills. Percent Allocation is available as part of the Avaya Business Advocate software.
To type the assigned extension for an AAS or AUDIX port. This extension cannot be a VDN or an agent login ID.
The field is applicable if you enter y in the AAS field or the AUDIX field.
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Screen reference Name RL (Reserve Level)
Security Code Service Objective
Description
To assign a reserve level to the agent login ID for a skill with Service Level Supervisor (SLS) or the type of interruption with the Interruptible Aux work feature.
You can assign a reserve level of 1 or 2, or an interruptible level of a, m, or n where a=Auto-InInterrupt, m=Manual-In-Interrupt, and n = NotifyInterrupt. For no reserve or interruptible level, leave the field blank.
Changes to this field take effect the next time the agent logs in to the system.
You can use the values 1 or 2 if the Business Advocate field is active for the system. A skill level cannot be assigned with a reserve level setting. RL set to 1 or 2 defines the Expected Wait Time (EWT) threshold level for the agent to be added to the assigned skill as a reserve agent.
When EWT for this skill reaches the corresponding threshold set on the Hunt Group screen, the system automatically adds this skill to logged-in agent skills. The system delivers calls from this skill to the agent, until the skill EWT drops below the assigned overload threshold for that level, or if Oldest Call Waiting (OCW) is used as a threshold.
Use the Interruptible Aux feature when the servicelevel target is not being met.
To enter the 4-digit security code or password for the Demand Print Messages feature. The default is blank.
To administer Service Objective on the Hunt Group and Agent LoginID screens.
This field is applicable when the Call Handling Preference field is set to greatest-need or skilllevel.
Communication Manager selects the arriving ACD calls for staffed agents according to the ratio of Predicted Wait Time (PWT) or Current Wait Time (CWT) to the administered Service Objective for the skill.
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Name SL (Skill Level)
SN (Skill Number)
TN Unicode Name
Agent LoginID screen
Description
To determine the skill level for each skill that you assign to an agent.
If you select n in the Expert Agent Selection Preference Handling Distribution (EAS-PHD) field, you can use two priority levels.
If you select y in the Expert Agent Selection Preference Handling Distribution (EAS-PHD) field, you can use 16 priority levels.
To assign skills to the agent login ID. Do not enter the same skill twice.
If you select n in the Expert Agent Selection Preference Handling Distribution (EAS-PHD) field, you can assign up to 4 skills.
If you select y in the Expert Agent Selection Preference Handling Distribution (EAS-PHD) field, you can assign up to 60 or 120 skills.
Important:
Assigning many skills to agents can affect the performance of your system. Review system designs with Avaya Sales Factory when a significant number of agents have more than 60 skills for each agent.
To assign a Tenant Partition number.
Valid entries are from 1 to 250.
This is a display-only field that indicates whether a Unicode name is assigned to the agent. The options are "y" or "n". Changing the Name field does not change the Unicode name. You must use an external administration application such as Avaya Aura� System Manager to change the Unicode name.
For more information about Unicode language display, see Administering Avaya Aura� Communication Manager.
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Screen reference
Name Work Mode on Login
Description
To specify the work mode the agent uses when the agent logs in to Call Center Elite.
Valid entries are:
� system: Agents log in to Call Center Elite in the work mode that has been specified on the EAS section on the Feature-Related System Parameters screen. This is a systemwide field setting.
� auto-in: Agents log in to Call Center Elite in the auto-in work mode and are available for an ACD call.
� manual-in: Agents log in to Call Center Elite in the manual-in work mode and are available for an ACD call.
� aux: Agents log in to Call Center Elite in the aux work mode and are unavailable for an ACD call.
You can use the list agent-loginid command to view the following details about an agent login ID.
Name Name AAS/AUD
Agt Pr Dir Agt
Extension
Skl/Lv COR
SO
Description
To view the name administered for the agent.
To view whether the login ID is an Auto-Available Split/Skill (AAS) or an AUDIXTM port.
To view the call handling preference of the login ID.
To view the field option in the Direct Agent Skill field.
To view the physical extension. This field is blank if no agent is logged in to the system.
To view the skills and the skill levels of an agent.
To view the Class of Restriction (COR) assignments for an agent login ID.
To view the field option in the Service Objective field.
BCMS/VuStats Login ID screen
Use the BCMS/VuStats Login ID screen to add or change login IDs for Basic Call Management System (BCMS) tracking purpose.
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BCMS/VuStats Login ID screen
You can administer this screen if you: � Do not use Expert Agent Selection (EAS). � Administer BCMS/VuStats Login ID on the Feature-Related System Parameters screen.
An agent name is optional. If you do not type an agent name, the system displays the following data from BCMS or VuStats: ID xxxxxxxxx, where xxxxxxxxx is an agent login ID. Only agents using BCMS login IDs can log in to a BCMS-measured split or skill.
BCMS/VuStats Login ID administration commands
Use the following administration commands to administer the BCMS/VuStats Login ID screen.
Command name add change display list
Parameter bcms-vustats loginIDs bcms-vustats loginIDs bcms-vustats loginIDs bcms-vustats loginIDs
Qualifier No qualifier [login ID] [login ID] [login ID] count X
The screen displays only two pages a time, which is equivalent to 64 login IDs. If you want to add login IDs, you can execute the add command to use another two pages. When you use the change or display commands, the system displays two pages of the login IDs beginning with the ID that you type with the commands. If you do not enter a login ID, the system displays two pages beginning with the first login ID. The list command lists all the login IDs.
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Screen reference
BCMS/VuStats field descriptions
Field title Login ID
Name
Field description
To assign a login ID with the same number of characters as the ID that you assigned in the ACD Login Identification Length field on the FeatureRelated System Parameters screen.
� If the number of characters is not equal, the system displays an error message and places the cursor on the incorrect field.
� If you enter a duplicate login ID, the system displays an error message and places the cursor on the duplicated field.
� If you change the administered login ID to a different value, the system changes the allowed number of characters for all other IDs on the screen.
If you do not adjust the number of characters, agents cannot log in to the system. You must change the ACD login identification length to match the existing login IDs or change the login IDs to match the ACD login identification length.
To assign a name to the login ID. This field is optional.
Best Service Routing Application Plan screen
Use the Best Service Routing Application Plan screen to identify the remote locations used in each BSR application.
BSR Application Plan administration commands
Use the following administration commands to administer the BSR Application Plan screen.
Command name
add
Parameter best-service-routing
change
best-service-routing
Qualifier
xxx or next, where xxx is the BSR application number. xxx
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Best Service Routing Application Plan screen
Command name
Parameter
Qualifier
display
best-service-routing
xxx
remove
best-service-routing
xxx
list
best-service-routing
No qualifier as this command lists all the administered BSR applications.
[ ] indicates that the qualifier is optional. Single quotes (' ') indicate that you must enter the text inside the quote exactly as shown. You can also enter an abbreviated screen of the word.
Note: If you execute remove best-service-routing against a BSR application table with no name assigned, the system generates an error Identifier not assigned message. To resolve the problem, name the table and use the remove best-service-routing command again.
BSR Application Plan field descriptions
Field title Interflow VDN
Location Name
Field description
To assign a routing number including the dial access code that Communication Manager uses to gain access to the interflow Vector Directory Number (VDN) at the remote location. Valid entries can be up to 16 characters long and contain the following characters:
� 0-9
� * or #
� p (pause)
� w/W (wait)
� m (mark)
� s (suppress)
To assign a name with up to 15 characters to each location.
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Screen reference Field title Lock
Maximum Suppression Time
Name Net Redir Num Number Status Poll VDN
Field description
To determine whether Communication Manager must send information to Call Management System (CMS).
Valid entries are:
� y: To prevent Communication Manager from sending information to CMS.
� n: To allow Communication Manager to send the information to CMS.
To assign the maximum poll suppression time. Valid entries are 0 to 60 seconds.
This field value applies when a subsequent consider command replaces a location as the best. For example, if the poll suppression time is 30 seconds, Communication Manager suppresses polling to a remote location for up to 30 seconds.
To assign a name with up to 15 characters to the Best Service Routing (BSR) application plan.
To determine whether Communication Manager must redirect calls. Valid entries are y and n.
To type a location number. Location numbers are identifiers and do not have to be in a sequential order. For example, you can assign locations with the identifiers 1, 3, 14 and 89 to one BSR application plan.
To verify the identifying number of the BSR application plan. This display-only field is numbered from 1 to 255 or 511 based on the server type driving Communication Manager.
To assign a routing number including the dial access code that Communication Manager uses to gain access to the Status Poll VDN at a remote location. Valid entries can be up to 16 characters long and contain the following characters:
� 0-9
� * or #
� p (pause)
� w/W (wait)
� m (mark)
� s (suppress)
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Field title Switch Node
Call Vector screen
Field description To assign a Universal Call Identification (UCID) network node ID for each Communication Manager server. The range for valid network node IDs is from 1 to 32,767. This field is optional.
Call Vector screen
Use the Call Vector screen to write Call Vectoring commands that specify how to handle calls directed to a VDN.
For more information, see Programming Call Vectoring Features in Avaya Aura� Call Center Elite.
Call Vector administration commands
Use the following commands to administer the Call Vector screen.
Command name Parameter
change
vector
display
vector
list
vector
Qualifier 1-MAX 1-MAX ['print' or 'schedule'] 1-MAX [`count' 1-MAX] ['print' or 'schedule']
Important: Do not change a call vector while the vector is processing a call. You can add a new vector using the Call Vector screen and use the Vector Directory Number screen to point an existing VDN to the new vector.
Call Vector field descriptions
Field title 3.0 Enhanced
Field description
To view whether the Vectoring (3.0 Enhanced) field on the System-Parameters Customer-Options screen is active for the system.
This field is a display-only field.
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Screen reference Field title ANI/II-Digits
ASAI Routing Attendant Vectoring
Basic BSR CINFO
October 2020
Field description
To view whether the system uses the Automatic Number Identification (ANI) and Information Indicator (II) Digits vector routing commands. The field is applicable if the Vectoring (G3V4 Enhanced) and Vectoring (ANI/II-Digits Routing) fields on the System-Parameters Customer-Options screen is active for the system.
Calling Line Identification (CLID) also follows ANI rules.
This field is a display-only field.
To determine whether to use Adjunct Switch Application Interface (ASAI) Routing.
This field is applicable if you use CallVisor/ASAI Routing.
To determine whether call vectors must process all attendant-seeking calls.
The field is applicable if the Attendant Vectoring field on the System-Parameters Customer-Options screen is active for the system. Valid entries are y and n.
If the Basic Vectoring and Vector Prompting fields are administered as n, the default setting of the Attendant Vectoring field is y, which means that you cannot change the field settings.
To associate VDNs and vectors for Attendant Vectoring, use the fields on both the VDN and the Call Vector screens. When you indicate Attendant Vectoring for VDNs and vectors, the system removes all call center-related fields, such as Skills and BSR.
To view whether the Vectoring (Basic) field on the System-Parameters Customer-Options screen is active for the system.
This field is a display-only field.
To view whether the Vectoring (Best Service Routing) field on the System-Parameters Customer-Options screen is active for the system.
This field is a display-only field.
To view whether the Vectoring (CINFO) field on the System-Parameters Customer-Options screen is active for the system.
This field is a display-only field.
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Field title EAS
G3V4 Adv Route G3V4 Enhanced Holidays LAI Lines 01 through 99 Lock
Call Vector screen
Field description
To view whether the Expert Agent Selection field on the System-Parameters Customer-Options screen is active for the system.
If Expert Agent Selection (EAS) is active for the system, all help and error messages that are associated with the screen reflect a terminology change from split to skill. In addition, the vector commands entered are affected by the terminology change. For example, check backup split becomes check backup skill.
This field is a display-only field.
To view whether the G3V4 Advanced Vector Routing commands are available.
This field is a display-only field.
To view whether the G3V4 Enhanced Vector Routing commands and features are available.
This field is a display-only field.
To view if the Holiday Vectoring field on the System-Parameters Customer-Options screen is active for the system.
This field is a display-only field.
To view if the Look-Ahead Interflow field on the System-Parameters Customer-Options screen is active for the system.
This field is a display-only field.
To use vector commands up to the maximum allowed in your configuration.
To control access to the vector from Call Management System (CMS) or Visual Vectors. Valid entries are y and n.
If you select n, CMS and Visual Vectors users can administer the vector through their client programs. If you select y, CMS and Visual Vectors users cannot administer the vector.
To view and administer locked vectors, use the System Administration Terminal (SAT) or a terminal emulator.
Note:
Always lock vectors that contain secure information. For example, access codes.
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Screen reference Field title Meet-me Conf Multimedia
Name Number Prompting
Variables
Field description
To view whether the Meet-me Conference field on the System-Parameters Customer-Options screen is active for the system.
To determine whether the vector must receive early answer treatment for multimedia calls. The field is applicable only if the fields related to Multimedia Call Handling are active for the system.
If you select y, the call is answered at the start of vector processing and billing for the call starts at the same time.
To assign an alphanumeric name of up to 27 characters that identifies the vector. This is an optional field.
To gain access to the screen using a change administration or a display administration command.
To view whether the Vectoring (Prompting) field on the System-Parameters Customer-Options screen is active for the system.
This field is a display-only field.
To view whether the Vectoring (Variables) field on the System-Parameters Customer-Options screen is active for the system.
This field is a display-only field.
Class of Restriction screen
Use the Class of Restriction screen to determine levels of restriction for agents and supervisors.
COR administration commands
Use the following commands to administer levels of restriction on the Class of Restriction screen.
Command name change display
Parameter cor cor
Qualifier xxx xxx
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Command name list
xxx is the COR number.
Parameter cor
Class of Restriction screen
Qualifier No qualifier. The system displays all the administered Class of Restriction (COR) numbers.
COR field descriptions
Field title Add/Remove Agent Skills Can Be A Service Observer
Can Be Service Observed Can Force a Work State Change Direct Agent Calling Hear System Music on Hold Hear VDN of Origin Annc.
Priority Queuing Remote Logout of Agent
Service Observing by Recording Device Service Observing Permissions
Field description
To add or remove skills. Valid entries are y and n.
To determine whether supervisors with this Class of Restriction (COR) number can observe calls between an agent and a caller. Valid entries are y and n.
To determine whether calls to agents with this COR number can be observed by a supervisor. Valid entries are y and n.
To determine whether supervisors with this COR number can change the work mode of an agent. Valid entries are y and n.
To determine whether agents with this COR number can receive direct agent calls. Valid entries are y and n.
To play music for calls on hold. Valid entries are y and n.
To determine whether agents with this COR number can receive a message about the location of an incoming call or the type of service required by a caller. Valid entries are y and n.
To assign priority to calls in a hunt group queue for agents with this COR number. Valid entries are y and n.
To determine whether supervisors with this COR number can enter a Feature Access Code (FAC) from a remote location to log an agent out of the system. Valid entries are y and n.
To determine whether supervisors with this COR number can use audio recording devices. Valid entries are y and n.
To determine whether supervisors with this COR number can grant permissions to observe another COR number. Valid entries are y and n.
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Screen reference Field title Station-Button Display of UUI IE Data
Work State Change Can Be Forced
Field description
To determine whether agents with this COR number can press uui-info to see the Adjunct Switch Application Interface (ASAI)-related data. Valid entries are y and n.
To determine whether the work mode of agents with this COR number can be changed by a supervisor. Valid entries are y and n.
Duplicate Vector screen
Use the duplicate vector command to duplicate vectors from an existing vector. You can configure one vector as a template and can reuse the template when creating similar vectors.
Duplicate Vector administration command
Use the following command to access the Duplicate Vector screen.
Command name duplicate
vector
Parameter
Qualifier
master_vector [start nnnn] [count xx]
duplicate vector
Use the command to create up to 16 duplicate vectors.
master_vector
Is the number of the vector to be duplicated or to be used as a template.
[start nnnn]
Specifies the first vector number to be used as a duplicate. The parameter is optional. If you do not specify a start number, the first available vector after the master vector number is selected. Only one vector is selected.
[count xx]
Specifies the number of duplicates to be created from the master vector. You can enter a number from 1 to 16. The parameter is optional. If you do not specify a count number, the first available vector after the master vector is selected. Only one vector is selected.
Example The following example creates vectors 202, 203, and 204 as exact duplicates of vector 5. duplicate vector 5 start 202 count 3
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Duplicate Vector screen
Duplicate Vector field descriptions
Field title Count More
Name
VDN Assigned to
Field description
To view the number of duplicates created from the master vector.
To view if more than one VDN is assigned to the same vector.
For example, if the system displays 5555 in the VDN Assigned to field and an asterisk (*) sign in the More field, the master vector you selected is already assigned to VDN 5555 and to other VDNs.
To view the vector name. You can assign names to the duplicated vectors, but not steps. You can edit the vector name for any of the duplicated vectors.
If you specify a used or out of range vector number, the system displays an error message. You cannot move to the next field until you enter an unused number.
To view the VDN if you assign a VDN to the master vector.
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Screen reference
Field title Vector
Field description
To view the vector number of the master vector and each new vector that you create from the master vector.
Feature-Related System Parameters screen
Use the Feature-Related System Parameters screen to administer Call Center Elite features for the system.
Feature-Related System Parameters administration commands
Use the following commands to administer Call Center Elite features on the Feature-Related System Parameters screen.
Command name change display
Parameter system-parameters features
Qualifier --
Agent and Call Selection field descriptions
Field title ACW Agents Considered Idle
Field description
To determine whether to include agents who are in the After Call Work (ACW) mode to the Most-Idle Agent (MIA) queue. Valid entries are y and n.
If you select y, Communication Manager adds the ACW time to the idle time and moves agents to the MIA queue.
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Field title AUX Agent Remains in LOA Queue
AUX Agent Considered Idle (MIA)
Auto Reserve Agents
Feature-Related System Parameters screen
Field description To include agents who are in the AUX mode in the Least Occupied Agent (LOA) queue. Valid entries are n and y.
If you select n, Communication Manager excludes AUX agents from the LOA queue while they are in AUX work. The n value matches the legacy Communication Manager functionality.
If you select y, Communication Manager keeps or places agents in the LOA queue while they are in AUX work.
Note:
Call Center Elite release must be 7.0 or later. To include agents who are in the AUX mode in the Most Idle Agent (MIA) queue. Communication Manager counts the time in AUX as idle time. Valid entries are n, and y.
If you select n, Communication Manager excludes AUX agents from the MIA queue while they are in AUX work. The n value matches the legacy Communication Manager functionality.
If you select y, Communication Manager keeps or places agents in the MIA queue while they are in AUX work.
Note:
Call Center Elite release must be 7.0 or later. To determine whether to use auto reserve agents to meet service levels.
Valid entries are:
� all: To place an agent on standby for all skills.
� none: To not place an agent on standby for any additional skills.
� secondary-only: To place an agent on standby only for secondary skills.
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Screen reference Field title Block Hang-up by Logged-in Auto-Answer Agents
Call Selection Measurement
MIA Across Splits or Skills
Field description
To prevent an agent in the auto-answer mode from accidently logging out or dropping an active call. Valid entries are y and n.
Before you change the field options, verify if the Auto Answer field is administered on the Agent LoginID screen or the Station screen.
This field is applicable you use Expert Agent Selection (EAS).
To determine how Communication Manager selects a call for an agent when the agent becomes available and there are calls in the queue.
Valid entries are:
� current-wait-time: To select the oldest call waiting for any agent skill.
� predicted-wait-time: To use the time a call is predicted to wait in a queue instead of the time that the call has already waited. This field is applicable only if you use Business Advocate.
Predicted Wait Time (PWT) is a Business Advocate feature and is the default setting if Business Advocate is active for the system. Current Wait Time (CWT) and PWT are mutually exclusive and are applied systemwide.
To determine whether to keep an agent in the MIA queue even when the agent responds to a call from one of the assigned splits or skills. Valid entries are y and n.
If you select y, Communication Manager removes the agent from the MIA queue for all the splits or skills that the agent is available (idle) in when the agent answers a call from any of the assigned splits or skills.
If you select n, Communication Manager keeps the agent in the MIA queue for the other splits or skills when the agent answers a call from one of the assigned splits or skills. This field option is the default.
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Field title Service Level Maximizer Algorithm
Service Level Supervisor Call Selection Override
Feature-Related System Parameters screen
Field description
To select an alternative algorithm for selecting agents and delivering calls in order to maximize service level targets. This field is applicable if Service Level Maximizer on the SystemParameter Customer-Options screen is active for the system.
Valid entries are:
� actual: The Actual Service Level (ASL) is determined as a percentage on a hunt group basis using the number of accepted calls in the current interval divided by the total calls in the current interval. A call is counted as accepted if an agent answers the call within the target service level time period.
� weighted: The Weighted Service Level (WSL) is based on a weighting calculation that uses the difference between the target time and the estimated wait time.
To determine whether Communication Manager changes the call handling preferences when a skill using Service Level Supervisor (SLS) exceeds the Level 1 threshold. Valid entries are y and n.
If you select y, Communication Manager overrides the administered call handling preferences and delivers calls for the skill that exceeds the Level 1 threshold.
If you select n, Communication Manager delivers calls based on the administered call handling preferences.
This field is applicable if you use Business Advocate and EAS.
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Screen reference
ASAI field descriptions
Field title
Field description
Call Classification After Answer Supervision
To determine when the classifier is inserted in the connection. For use with Adjunct Switch Application Interface (ASAI) Outbound Call Management (OCM).
Valid entries are:
� y: To force the server on which Communication Manager is running to rely on the network to provide one of the following classifications to the server: answer, busy, or drop.
After the agent answers the call, you can add a call classifier to perform answering machine, modem, and voice answering detection.
� n: To always connect a classifier after call setup for determining call progress and answer. ISDN progress messages generally take precedence. This field option is the default.
Communication Manager drops the call if you administer this field as n and no classifiers are available during the reservation phase.
Copy ASAI UUI During Conference/Transfer
To determine whether to copy the ASAI User-to User Information (UUI) data from the last-held call to the new call. The new call results from pressing the conference or transfer button. ASAI UUI is available for display on the phone the call is conferenced with or transferred to.
Valid entries are y and n.
For ASAI Send DTMF Tone to Call Originator
To determine whether to send the Dual-Tone MultiFrequency (DTMF) tones to all parties. Valid entries are y and n.
The ASAI 3rd Party Send DTMF Digits feature lets all parties including the originator hear the DTMF tones.
Send Connect Event to ASAI For Announcement Answer
To determine whether to send a connect event for an announcement vector step or an announcement that the system plays for a collect digits vector step. Valid entries are y and n.
Send UCID to ASAI
To determine whether to send the Universal Call Identification (UCID) data to ASAI. Valid entries are y and n.
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Feature-Related System Parameters screen
Call Center Miscellaneous field descriptions
Name Agent/Caller Disconnect Tones
Allow Ringer-off with Auto-Answer Callr-info Display Timer (sec)
Clear Callr-info
Description
To help supervisors identify if a caller or an agent disconnected first from an active ACD or direct agent call.
Valid entries are y and n.
� y: To play one of the two distinct disconnect tones.
� n: To play no distinct tone. This field option is the default.
For measured trunks, Call Management System and Avaya IQ offer reports that indicate which party disconnected the call first.
To determine whether an agent can press ringeroff that prevents ringing on EAS auto-answer calls.
Valid entries are y and n.
To determine the display duration for call-related information when an agent presses callr-info.
This field is applicable to softphones, H.323 phones, and one-line display phones with the Enhanced Callr-Info display for 1�line phones field on the Station screen administered as n.
Valid entries are from 3 to 60 seconds. The default value is 10 seconds.
To determine when Communication Manager clears call-related information from the phone display.
� leave-ACW: Communication Manager clears callrelated information when an agent leaves the After Call Work (ACW) mode.
� next-call: Communication Manager clears callrelated information when an agent receives the next call. This field option is the default.
� on-call-release: Communication Manager clears call-related information when an agent releases a call.
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Screen reference Name Interruptible Aux Notification Timer (sec)
PC Non-Predictive Reports Skill
Reporting for PC Non-Predictive Calls
Description
To determine the number of seconds the endpoint Interruptible Aux notifications, flashing lamp, display, or tone are on before an auto-in-interrupt agent or a manual-in-interrupt agent is available.
The delay ensures that an agent is not immediately made available when the agent presses interruptible-aux. The delay also provides a brief period to an agent already in the Interruptible Aux mode before the system makes the agent automatically available.
Valid entries are from 1 to 9 seconds with the default value of 3 seconds.
To administer a skill hunt group for reporting of Avaya Proactive Contact (PC) non-predictive switch classified calls for each system. Reports are generated as if agent were in the ACD-OUT state.
You can select a skill number from 1 to 8000.
This field is applicable if you administer the Reporting for PC Non-Predictive Calls field as y.
To start or stop integration with Proactive Contact for non-switch classified outbound calling.
This feature improves Call Management System (CMS) tracking of switch classified and non-switch classified calls, that is, agent classified, outbound calls that the Proactive Contact soft dialer places through Adjunct Switch Application Interface (ASAI).
Valid entries are y and n.
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Name Zip Tone Burst for Callmaster Endpoints
Feature-Related System Parameters screen
Description To apply a single burst of zip tone for calls to autoanswer ACD agents.
The field option applies to:
� Zip tones for auto-answer ACD calls with the station/agent ID auto-answer field set to acd.
� Incoming Call Identification (ICI) tones for autoanswer non-ACD calls with the field set to all.
The options are:
� double: To keep the current operation, which applies double bursts of zip tone for ACD calls and double bursts of ICI tone for non-ACD calls, on the Callmaster� series phones.
� single: To eliminate the second burst of zip tone or ICI tone to reduce:
- The time for an agent to begin a conversation with the caller.
- The possibility of the agent and the caller hearing an open mike background noise between the first tone and second tone.
Use this field option with a Callmaster� series phone when the agent hears the single burst of tone to recognize an incoming call.
Call Management System field descriptions
Name Reporting Adjunct Release
Description
The field that determines the protocol used by the appl link.
The CMS (appl mis) and IQ (appl ccr) parameters determine the Switch Protocol Interpreter (SPI) language protocol used for the CMS (mis) and Avaya IQ (ccr) links. You must administer the mis and ccr links on the Processor Channel Assignment screen.
You can assign maximum two links of each type of parameter. For example, you can assign two mis links and two ccr links. If you activate Special Application SA9090, you can administer three to four links as application type mis.
� If you administer three links as appl type mis, you can administer only one Avaya IQ interface ccr link.
� If you administer all four links as appl type mis, you cannot administer the ccr links because the total number of mis and ccr links is four.
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Screen reference
Name CMS (appl mis)
IQ (appl ccr)
Description The option to select the release of Call Management System (CMS) to which you are connecting.
The options are:
� R16.1/R16.x/R17.0: These releases apply to R16.1, R16.2, R16.3, or R17.0.
� R18: This release applies to CMS R18.0.x.
� R18.1: This release applies to CMS R18.1.x.
� R19.0: This release applies to CMS R19.0.x.
Connection to the second CMS using mis2 link is optional.
You can leave the field blank to indicate that CMS is not connected to the system. This option is the default. The option to select a release of Avaya IQ.
The options are:
� 5.1/5.2: Apply to 5.1.x, 5.2.0, 5.2.1, 5.2.2, 5.2.3, 5.2.4, and 5.2.5.
� 5.2.6+: Applies to 5.2.6 and 5.3.x.
You must administer Expert Agent Selection (EAS) and Universal Call ID (UCID) before establishing a connection with Avaya IQ.
Connection to the second Avaya IQ using ccr2 link is optional.
You can leave the field blank to indicate that Avaya IQ is not connected to the system. This option is the default.
The minimum release field entry combinations for the CMS (appl mis) and IQ (appl ccr) fields and the Switch Protocol Interpreter (SPI) language that Communication Manager uses to establish connections with the reporting adjuncts are:
CMS release R16.1/R16.x/R17.0 R18
Avaya IQ release 5.1/5.2 5.2.6+
SPI language 23 24
Note:
Selecting R5.2.6+ applies to R5.2.6 or R5.3.x.
18.1
5.2.6+
24
Note:
Selecting R5.2.6+ applies to R5.2.6 or R5.3.x.
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Feature-Related System Parameters screen
CMS release 19.0
Avaya IQ release 5.2.6+
Note: Selecting R5.2.6+ applies to R5.2.6 or R5.3.x.
SPI language 24
To use other combinations of CMS and Avaya IQ releases, select the lowest release of one reporting adjunct. For example, for CMS or Avaya IQ, enter the supported release for the other reporting adjunct, and set the Communication Manager release on the respective reporting adjuncts to the lowest release supported by the lowest release of the reporting adjunct.
For example, to configure CMS R16.1 with Avaya IQ 5.2.6+, set:
� CMS (appl mis) to R18
� IQ (aapl ccr) to R5.2.6+
Note:
For backward compatibility, set the Communication Manager release on CMS or Avaya IQ to the latest Communication Manager release supported by the earlier release reporting adjunct. To connect CMS and Avaya IQ to Communication Manager, match the releases of the two reporting adjuncts and the assignment of the Communication Manager release on the adjuncts using the release settings that are required to run the same link interface protocol language, that is, the SPI language.
EAS field descriptions
Field title Direct Agent Announcement Extension Associated field: Delay
Expert Agent Selection (EAS) Enabled
Field description
To type the extension of the direct agent announcement.
To determine how long must the caller hear ringback before the calling party hears a direct agent announcement.
This field is applicable if the Expert Agent Selection or ASAI Link Core Capabilities fields on the System-Parameters Customer-Options screen are active for the system.
You can assign a delay period from 0 to 99 seconds or leave the field blank for no delay.
To use skill-based routing.
You can administer this field if the system has Automatic Call Distribution (ACD) or Call Vectoring hunt groups.
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Screen reference
Field title Message Waiting Lamp Indicates Status For
Minimum Agent-LoginID Password Length Work Mode on Login
ACD Login Identification Length
Field description
To assign an indication for messages to stations or agent login IDs. The field is applicable if you use EAS.
Valid entries are:
� station: The message waiting lamp on a phone indicates the message is for the phone extension.
� loginID: The message waiting lamp on a phone indicates the message is for an agent login ID.
Setting the Message Lamp Ext field on the station to an extension other than the station default overrides the agent login ID system option for the station. The lamp does not track the logged-in agent.
To determine the minimum number of digits that are required for a login ID password of an EAS agent. The field accepts up to nine digits and is applicable if you use EAS.
To specify the work mode the agent uses when the agent logs in to Call Center Elite.
Valid entries are:
� aux: Agents log into Call Center Elite in the aux work mode and are unavailable for an ACD call. This is the default option.
� auto-in: Agents log into Call Center Elite in the auto-in work mode and are automatically available for an ACD call.
� manual-in: Agents log in to Call Center Elite in the manual-in work mode and are automatically available for an ACD call.
To assign the number of characters for an ACD agent login ID that identifies an ACD agent to CMS.
The valid entries range from 1 to 9. This number must be equal to the number of characters in the agent logon ID.
Note:
This field is applicable if you are using BCMS/ VuStats Login IDs.
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Field title BCMS/VuStats LoginIDs BCMS/VuStats Measurement Interval
Clear VuStats Shift Data Remove Inactive BCMS/VuStats Agents Validate BCMS/VuStats LoginIDs
Feature-Related System Parameters screen
Field description To activate valid agent login IDs for agents to monitor call activity.
BCMS and VuStats login IDs are available in addition to the EAS login IDs if you use EAS. BCMS and CMS use the same login ID for an agent. To select measurement intervals for polling and reporting data. Maximum 25 time slots are available for measurement intervals.
You can change the interval at any time, but the change takes effect only after the current interval.
If you do not use BCMS or VuStats, but you select an option for this field, the system displays the following error message: Cannot be used. Assign either BCMS or VuStats first.
The valid entries are:
� half-hour
� hour To determine when to clear the shift data for an agent.
The valid entries are:
� on-login: To clear the shift data for an agent when the agent logs in.
� at-midnight: To clear the shift data for all agents at midnight.
To determine whether to delete agent details from a report when the agents have no staff time since the last 7 days.
The valid entries are:
�y
�n To determine whether agents must type login IDs that you administer for BCMS.
The valid entries are:
�y
�n
If you select n, you can type any ACD login ID.
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Screen reference
Forced Agent Logout/Aux Parameters field descriptions
Field title ACW Forced Logout Reason Code
Clock Time Forced Logout Reason Code
Maximum Time Agent in ACW before Logout (sec)
Forced Agent Logout for Unreachable Reason Code
Field description
To assign a reason code when Communication Manager logs an agent out of the system due to a time out in the After Call Work (ACW) mode.
Valid entries are from 0 to 9.
To assign a reason code Communication Manager logs an agent out of the system due to clock time.
Valid entries are from 0 to 9.
To assign a system-wide timer for agents in the ACW mode before Communication Manager logs the agents out of the system.
Valid entries are from 30 to 9999. You can leave the field blank.
To assign a reason code when Communication Manager logs an agent out of the system if the SIP agent is unreachable.
Valid entries are from 0 to 9. The default value is 0.
Maximum Agent Occupancy Parameters field descriptions
Field title Maximum Agent Occupancy AUX Reason Code
Maximum Agent Occupancy Percentage
Field description
To assign a reason code when Communication Manager changes the agent work mode to Auxiliary (AUX) work due to Maximum Agent Occupancy (MAO).
You can administer a reason code from 0 to 99. Do not use reason code 0.
To assign the maximum percentage of time that an agent can take calls.
You can administer an MAO percentage from 0 to 100. The default field option is 100%.
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Feature-Related System Parameters screen
Reason Codes field descriptions
Field title Aux Work Reason Code Type
Logout Reason Code Type
Field description
To determine whether staffed agents must enter a numeric 1�digit or 2�digit code that describes the reason for changing the work mode to Auxiliary (AUX) work.
Valid entries are:
� forced: To ensure that an agent is forced to enter a reason code when changing the work mode to AUX work. If an agent enters an invalid code or does not enter a code within the time out interval, Communication Manager denies the work mode change and the agent remains in the current work mode.
� none: To not use reason codes.
� requested: To request an agent to enter a reason code when changing the work mode to AUX work. If an agent enters an invalid code or does not enter a code within the time out interval, Communication Manager changes the agent work mode to AUX work with the default code 0.
The forced and requested field options are applicable if the Reason Codes and EAS fields on the System-Parameters Customer-Options screen are active for the system.
To determine whether staffed agents must enter a numeric 1�digit or 2�digit code that describes the reason for logging out of the system.
Valid entries are:
� forced: To ensure that an agent is forced to enter a reason code when logging out of the system.
� none: To not use reason codes.
� requested: To request an agent to enter a reason code when logging out of the system.
The forced and requested field options are applicable if the Reason Codes and EAS fields on the System-Parameters Customer-Options screen are active for the system.
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Screen reference
Field title Redirection on No Answer Aux Work Reason Code
Redirection on OPTIM Failure and Unreachable Aux Work Reason Code
Two-Digit Aux Work Reason Code
Field description
To assign a reason code for reporting purpose when Communication Manager changes the agent work mode to AUX work due to Redirection on No Answer (RONA).
Valid entries are:
� 0�99: If you administer the Two-Digit Aux Work Reason Code field as y.
� 0�9: If you administer the Two-Digit Aux Work Reason Code field as n.
To assign a reason code for reporting purpose when Communication Manager changes the agent work mode to AUX work due to Redirection on OPTIM Failure (ROOF) or when the agent is unreachable.
Valid entries are:
� 0�99: If you administer the Two-Digit Aux Work Reason Code field as y.
� 0�9: If you administer the Two-Digit Aux Work Reason Code field as n.
This AUX work reason code is applicable to ACD agents using SIP phones that you administer as Off-PBX Telephone Integration and Mobility (OPTIM) endpoints.
To determine whether to use two-digit reason codes for agent work mode changes to AUX work.
Valid entries are y and n.
Redirection on IP Failure field descriptions
Field title IP Failure AUX Reason Code
Field description
To assign a reason code for reporting purpose when Communication Manager changes the agent work mode to AUX work due to Redirection on IP Failure (ROIF).
Valid entries are:
� 0�99: If you administer the Two-Digit Aux Work Reason Code field as y.
� 0�9: If you administer the Two-Digit Aux Work Reason Code field as n.
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Field title Switch Hook Query Response Timeout
Feature-Related System Parameters screen
Field description To determine the duration that call processing waits for a response from the switch hook query before Communication Manager triggers ROIF. Valid entries are from 500 to 5000 milliseconds (msec). You can leave the field blank to indicate that ROIF is inactive for the system.
Service Observing field descriptions
Security alert: The use of Service Observing features might be subject to federal, state, or local laws, rules or regulations, or require the consent of one or both parties in the conversation. You must familiarize yourself and comply with all the applicable laws, rules, and regulations before using Service Observing features.
Field title
Field description
Allow Two Observers in Same Call
Controls whether two observers can monitor the same call. Valid entries are y and n (default).
If you select y, two observers can monitor the same Expert Agent Selection (EAS) agent login ID or station extension and up to two service observers can be on the same two-party call or in a conference call with more than two parties.
If you select n, only one service observer can monitor the EAS agent login ID or station extension.
Service Observing: Warning Controls whether the system plays a warning tone that the phone users
Tone
and calling parties can hear when a supervisor monitors calls.
Valid entries are y and n (default).
The option is applicable if the Service Observing (Basic) field on the System-Parameters Customer-Options screen is active for the system.
Service Observing: Conference Tone
Controls whether the system plays a conference tone that the phone users and calling parties can hear when a supervisor monitors calls.
Valid entries are y and n (default).
The option is applicable if the Service Observing (Basic) field on the System-Parameters Customer-Options screen is active for the system.
The option is not applicable if you set the Service Observing: Warning Tone option to y.
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Screen reference
Field title Allowed with Exclusion: Service Observing
Allowed with Exclusion: SSC
Coach on SSC
Field description
Controls whether multi-appearance phone users can prevent other service observers from bridging on to an existing call.
Valid entries are y and n (default).
If you select y, Communication Manager allows a Service Observing connection towards a station with Exclusion active, either by Class of Service (COS) or by manual activation of Exclusion.
If you select n, Communication Manager denies a Service Observing connection towards a station with Exclusion active. If an agent activates Exclusion while being observed, Communication Manager drops all bridged parties including the observer.
Controls whether multi-appearance phone users can prevent ASAI Single Step Conference (SSC) parties from bridging on to an existing call.
Valid entries are i, b, and n (default).
If you select i, Communication Manager allows invisible SSC parties a connection towards a station with Exclusion active, either by COS or by manual activation of Exclusion.
If you select b, Communication Manager allows both visible and invisible SSC parties a connection towards a station with Exclusion active, either by COS or by manual activation of Exclusion.
If you select n, Communication Manager denies a SSC connection towards a station with Exclusion active. If an agent activates Exclusion while being observed, Communication Manager drops all bridged parties including the observer.
Controls whether a supervisor can provide whisper coaching on a call with an invisible SSC. When using whisper coaching, only the agent will hear the supervisor, not any other parties on the call.
Valid entries are y and n (default).
If you select y, the supervisor can change to the coaching mode to give advice to the agent without the customer hearing that advice. The supervisor is heard by the agent, but other parties on the call will not hear the supervisor. If you are also using Avaya Call Recording, anything said by the supervisor is recorded except while in the coaching mode.
If you select n, the supervisor is blocked from changing to the coaching mode while the invisible SSC is on the call.
Note:
When using the "sip-sobsrv" feature button, coaching is only available from Call Center Elite SIP devices.
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Feature-Related System Parameters screen
SIP Station Reachability Checking Options field descriptions
Field title Enable SIP Agent Reachability Enable Reachability for Domain Control SIP Stations
SIP Station Reachability Attempts SIP Reachability Polling Interval (minutes)
SIP Unreachable Polling Period (minutes)
Field description
To enable Communication Manager to monitor the reachability of logged in idle agents.
Valid entries are y and n. The default value is n.
To enable Communication Manager to poll the domain-controlled SIP stations and send the station reachability information to CTI applications that require to track the status of the station.
Valid entries are disable-all, y and n. The default value is n.
Note:
Use the disable-all option to override all the station settings and disables all the domain control reachability.
To set the number of attempts that Communication Manager makes to reach the SIP station before logging out the station.
Valid entries are from 1 to 5. The default value is 3.
To set the approximate time interval used by Communication Manager to send a signal to check the reachability of the SIP station.
Valid entries are from 5 to 30. The default value is 5.
To set the period of time after unreachability was determined that Communication Manager continues to poll this station to aid in the synchronization for that station once it become available.
Valid entries are from 0 to 1440. The default value is 60.
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Screen reference
Vectoring field descriptions
Field title Available Agent Adjustments for BSR BSR Tie Strategy
Converse First Data Delay
Converse Second Data Delay
Field description
To allow Best Service Routing (BSR) adjustments for identification of the best split or skill to respond to calls in an agent surplus condition.
The field is applicable if Vectoring (Best Service Routing) on the System-Parameters Customer-Options screen is active for the system.
To determine the best split or skill selection strategy in an agent surplus condition.
The field is applicable if Vectoring (Best Service Routing) on the System-Parameters Customer-Options screen is active for the system.
Valid entries are:
� 1st-found: Communication Manager routes the call to the first available agent. This option is the default.
� alternate: Communication Manager alternates the BSR selection algorithm during a tie between Expected Wait Time (EWT) or available agent criteria.
Each time a tie occurs for calls from the same active VDN, Communication Manager sends calls based on the selection from the consider step with the tie instead of the first selected split/skill or location. The selection helps balance routing over the selected local splits or skills and remote locations when the cost of remote routing is not a concern.
To determine the number of seconds that data is prevented from being outpulsed, as a result of a converse vector step, from the system to Avaya IR. The delay commences when the IR port answers a call and prevents data outpulsing till IR is ready.
Valid entries are from 0 to 9 seconds.
The field is applicable if Vectoring (Best Service Routing) on the System-Parameters Customer-Options screen is active for the system.
To determine the number of seconds used when Communication Manager must outpulse two groups of digits, as a result of a converse vector step, to Avaya IR. The delay commences when Communication Manager outpulses the first group of digits and prevents the second set from being outpulsed before IR is ready.
The field is applicable if Vectoring (Best Service Routing) on the System-Parameters Customer-Options screen is active for the system.
Valid entries are from 0 to 9 seconds.
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Feature-Related System Parameters screen
Field title Converse Signaling Pause
Interflow-qpos EWT Threshold Prompting Timeout (secs)
Field description
To determine the delay period in milliseconds (msec) between the digits being passed. The optimum timer settings for Avaya IR are 60 msec tone and 60 msec pause.
Valid entries are from 40 to 2550 milliseconds with increments of 10 milliseconds.
Communication Manager adjusts the field values based on the type of circuit pack used to outpulse the digits.
� TN742B or later suffix analog board: Rounds up or down to the nearest 25 msecs. For example, a 130 msecs tone rounds down to 125 msecs, a 70 msecs pause rounds up to 75 msecs for a total of 200 msecs for each tone.
� TN464F, TN767E, or later suffix DS1 boards: Rounds up to the nearest 20 msecs. For example, a 130 msecs tone rounds up to 140 msecs, a 70 msecs pause rounds up to 80 msecs for a total of 220 msecs for each tone.
If you use a circuit pack for end-to-end signaling to IR and then to send digits to a different destination, IR timers can stay in effect. To reset the timers to the system default, pull and reset the circuit pack.
This field is applicable if the Vectoring (Basic) and DTMF Feedback Signals for VRU fields on the System-Parameters Customer-Options screen are active for the system.
To determine the number of seconds for the interflow-qpos EWT threshold. Communication Manager does not interflow calls predicted to be answered before the threshold value.
The field is applicable if the Lookahead Interflow (LAI) field on the System-Parameters Customer-Options screen is active for the system.
You can administer a threshold value from 0 to 9 seconds or leave the field blank to interflow calls.
To determine the number of seconds before the Collect Digits command times out awaiting caller entry.
The field is applicable if the Vectoring (Prompting) field on the SystemParameters Customer-Options screen is active for the system.
Valid entries are 2 to 10 seconds with increments of 1 second.
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Screen reference
Field title Reverse Star/Pound Digit for Collect Step
Store VDN Name in Station's Local Call Log
Field description
To assign indicators for the collect vector step. The asterisk (*) sign is interpreted as a caller end-of-dialing indicator and the pound sign (#) is an indicator to clear all digits previously entered by the caller for the current collect vector step.
Valid entries are y and n.
If you select y, Communication Manager reverses the asterisk and pound digits for the collect vector step. Reversal of digits does not affect any other vector step or other non-ACD features, such as Alternate Route Selection (ARS).
If you select n, the asterisk (*) and the pound (#) sign digit-processing is unchanged.
To enable message transmission from Communication Manager so that the following phones can store the VDN name or the calling party name in the station call log:
� 2420
� 4610
� 4620
� 4625
� 9608CC H.323
� 9611CC H.323
� 9621CC H.323
� 9641CC H.323
Holiday Table screen
Use the Holiday Table screen to determine when Communication Manager must use Holiday Vectoring.
The fields on this screen are applicable if Holiday Vectoring is active for the system.
Holiday Table administration commands
Use the following commands to administer the Holiday Table screen.
Command name change
Parameter holiday-table
Qualifier 1 to 999 or next
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Command name display remove list
Parameter
Qualifier
Hunt Group screen
none: Lists all administered holiday tables
Holiday Table field descriptions
Field title Description End
Name Number Start
Field description To type a description of the holiday table. This field is optional. To determine the parameters on which vector processing for the holiday ends.
Fill in the following details:
� Month: 1 to 12
� Day: 1 to 31
� Hour (Optional): 00 to 23
� Minute (Optional): 00 to 59 To type an alphanumeric name ranging from 1 to 15 characters. This field is optional. To view the table number. This field is a display-only field. To determine the parameters on which vector processing for the holiday begins.
Fill in the following details:
� Month: 1 to 12
� Day: 1 to 31
� Hour (Optional): 00 to 23
� Minute (Optional): 00 to 59
Hunt Group screen
Use the Hunt Group screen to administer splits or skills than can receive calls from more than one business function, such as Sales, Service, or Billing.
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Screen reference
Hunt Group administration commands
Use the following commands to administer the Hunt Group screen.
Command name
add
Parameter hunt-group
change display
hunt-group hunt-group
remove list
hunt-group hunt-group
duplicate
hunt-group
[ ] indicates the qualifier is optional.
Qualifier
1-system limit next 1-system limit 1-system limit next ['number' x] ['to-number' x] ['count' n] ['schedule'] 1-system limit ['number' x] ['to-number' x] ['name' x] ['type' x] ['ext' x] ['to-ext' x] ['count' n] ['schedule'] master_grp [start nnnn] [count xx]
duplicate hunt-group master_grp [start nnnn]
[count xx]
Use the command to create up to 16 duplicate hunt-group screens.
Is the assigned hunt group number, which is up to four digits, of the hunt group you want to duplicate. Is an optional parameter that you can use to specify the number from which to start the number sequence for the duplicate hunt group. If you do not specify a start number, the first available hunt group after the master hunt group number is selected automatically. Only one hunt group is selected. Is an optional parameter that you can use to specify the number of duplicates. You can create a maximum of 16 duplicates. If you do not specify a count number, the first available hunt group after the master hunt group number is selected automatically. Only one hunt group is selected.
Hunt Group field descriptions
Field title AAS
Field description
To use the hunt group as an Auto-Available Split (AAS).
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Field title ACD Administered Members (min/max) AUDIX Extension
AUDIX name Calling Party Number to INTUITY AUDIX Calls Warning Threshold
Hunt Group screen
Field description
To use ACD for the hunt group.
The field is applicable if the ACD field on the System-Parameters Customer-Options screen is active for the system.
To administer the minimum and maximum number of members for a hunt group. The field is available for all member pages.
To assign a 4-digit to 5-digit Uniform Dial Plan (UDP) extension that identifies the AUDIXTM hunt group on the host switch used as the Message Center for this hunt group. The field supports AUDIXTM in a Distributed Communications Services (DCS) arrangement.
The field is applicable when you administer the Message Center field as rem-audix. The name of the AUDIXTM machine, which must match the IP node name.
Administer this field after you configure an IP node.
To determine whether to send the Calling Party Number (CPN) to INTUITY AUDIXTM. Valid entries are y and n.
To determine the number of calls that the system can place in a queue.
When the number of calls exceeds this threshold, the system flashes the queue status and the optional Auxiliary Queue Call Warning Threshold lamp that you can assign to the split or skill. The lamps glow steadily when a minimum of one call is in a queue.
You can assign a number from 1 to 999, but ensure that the value is less than or equal to the queue limit.
Do not leave the field blank if you administer the associated Calls Warning Port field.
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Screen reference Field title Controlling Adjunct
(Calls Warning) Port
Field description
To determine the type of adjunct processor that controls the members of the split or skill or the hunt group.
Valid entries are:
� none: Members of the split/skill or hunt group are not controlled by an adjunct processor.
� asai: All agent login IDs are controlled by an associated adjunct and logged-in agents can use only their data terminal keyboards, for example, to change the agent work state.
You can use the field option if the controlling adjunct is a CONVERSANT IVR.
� adjlk: Computer Telephony Adjunct Links.
� asai-ip: ASAI links administered without hardware.
� adj-ip: Adjunct links administered without hardware.
You must select a field option other than none for the ASAI Link Core Capabilities and Computer Telephony Adjunct Links fields on the SystemParameters Customer-Options screen.
To assign a port number to connect the optional external Auxiliary Queue Call Warning Threshold lamp that flashes when the number of calls in a queue exceeds the queue warning threshold, as assigned on the Calls Warning Threshold field.
The field is applicable if you allow calls to queue to a hunt group.
Valid entries are:
� 1 to 64: The first and second characters are the cabinet number.
� A to E: The third character is the carrier.
� 0 to 20: The fourth and fifth characters are the slot number.
� 01 to 04 (Analog TIE trunks) 01 to 31: The six and seventh characters are the circuit number.
The port is assigned to an analog line circuit pack or given an x designation if an extension is used.
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Field title COR Coverage Path Dynamic Percentage Adjustment
Dynamic Queue Position
Dynamic Threshold Adjustment
Hunt Group screen
Field description To assign a Class of Restriction (COR) number that reflects the desired restriction for the hunt group.
If the hunt group supports voice messaging in DCS, the CORs on the screen must be the same for each communication server. To assign a coverage path for the hunt group. The field is applicable if the hunt group is not vector controlled.
Valid entries are:
� 1 to 999: To assign a coverage path number.
� t1 to t999: To assign a time of day table. To determine whether to automatically adjust the agent work allocations to meet the service-level targets. Valid entries are y and n.
The field is applicable if:
� ACD is active.
� Business Advocate is active.
� The hunt group is a Percent Allocation Distribution (PAD) hunt group.
To determine whether to dynamically change the position of calls in a queue based on the service objective of the originating VDN. Valid entries are y and n.
This field is applicable if the following fields are active for the system:
� ACD
� Business Advocate
� Expert Agent Selection (EAS)
� Skill To determine whether to automatically adjust the overload thresholds to meet the administered service levels. Valid entries are y and n.
This field is applicable if the following fields are active for the system:
� ACD
� Business Advocate
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Screen reference
Field title Expected Call Handling Time (sec)
First Announcement Extension (First Announcement) Delay (sec)
Forced Entry of Stroke Counts or Call Work Codes
Field description
To determine the expected call handling time.
Valid entries are 1 to 9999 with increments of 1 second.
This field is applicable if the following fields are active for the system:
� ACD
� Business Advocate
� Vectoring (Advanced Routing)
To assign an extension number for a recorded announcement. Leave the field blank to indicate no announcement.
If this is the forced first announcement, the caller hears ringback after the announcement.
This field is applicable if you administer the Queue field as y and the Vector field as n.
To determine the number of seconds that a call remains in a queue before the system plays the associated first announcement. The call retains its position in the queue while the caller listens to the recorded announcement.
If the call is not answered after the announcement, the caller hears:
� Music if music-on-hold is provided. Music is only for the first announcement.
� Ringing till the call remains in the queue
Valid entries are from 0 to 99. Leave the field blank if there is no first announcement.
If you enter 0, the first announcement is provided immediately to the caller. This field option is automatically administered to 0 if there is no queue.
This field is applicable if you administer the Queue field as y and the Vector field as n.
To determine whether an agent must enter a stroke/ event count or a Call Work Code (CWC) for each call that the agent receives while in the manual-in work mode.
The field is applicable if you use ACD and if the hunt group does not have a controlling adjunct.
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Hunt Group screen
Field title Group Extension (Group Member Assignments) Ext
(Group Member Assignments) Name (Group Member Assignments) At End of Member List Group Name
Group Number
Field description
To assign an unused extension number to the hunt group. Do not leave the field blank.
To assign a station or attendant console extension. The extension cannot be a Vector Directory Number (VDN). The data module cannot be a member of an ACD split or skill.
You can administer the assigned station or attendant console extension only if the Controlling Adjunct field is administered as none.
Note:
Avaya BRI stations support only ASCII characters. Non-ASCII characters, such as Eurofont or Kanafont, do not display correctly on a BRI station.
To assign a name to the extension number.
To view the current page and the last page.
To type a character string that uniquely identifies the hunt group. You can type up to 27 characters.
Note:
This field is supported by Unicode language display for the 4610SW, 4620SW, 4621SW, and 4622SW phones.
To assign a hunt group number.
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Screen reference Field title Group Type
October 2020
Field description
To determine an agent or extension selection method when more than two extensions or agents are available to receive a call.
Valid entries are:
� circ: The order of administration of extensions determines the order of call routing.
This field option is applicable if you do not use ACD.
� ddc: Also known as hot seat distribution. Communication Manager routes a call to the first available agent based on the sequence of administration.
This field option is applicable if you do not use Expert Agent Selection (EAS).
� ead-loa: Communication Manager routes a call to the agent with the highest skill level and the lowest percentage of time on ACD calls since login.
This field option is applicable if you administer the Expert Agent Selection field to y and the Least Occupied Agent field or the Business Advocate field to y.
� ead-mia: Communication Manager routes a call to the agent with the highest skill level and the longest idle time.
This field option is applicable if you use EAS.
� pad: Communication Manager routes a call to the agent with the lowest ratio of adjusted work time to the target allocation for the skill.
This field is applicable if you use Dynamic Advocate
� slm: Communication Manager routes a call to the agent whose other assigned skills meet the administered service level targets.
This field option is applicable if you administer the Service Level Maximizer field to y and the Business Advocate field to n.
� ucd-loa: Communication Manager routes a call to the agent with the lowest percentage of time on ACD calls since agent login.
This field option is applicable if you administer the Expert Agent Selection field to y and the Least
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Field title Inflow Threshold (sec) Interruptible Aux Threshold Interruptible Aux Deactivation Threshold
Hunt Group screen
Field description Occupied Agent field or the Business Advocate field to y.
� ucd-mia: Communication Manager routes a call to the agent with longest idle time.
This field option is applicable if you use ACD. To determine the number of seconds that a call can remain in a queue before the queue stops accepting calls. Valid entries are from 0 to 999.
If you administer the field as 0, Communication Manager redirects calls to a split or skill only if there is an available agent.
This field is applicable if:
� ACD is active for the system.
� The system has a queue for calls.
� The hunt group is not vector controlled. To specify which threshold triggers an event to interrupt agents that are interruptible for a skill and then to specify the threshold value in the corresponding field.
Valid entries are:
� calls-warning-threshold
� service-level-target
� time-warning-threshold
� none Based on the Interruptible Aux Threshold policy and the associated threshold value, administer a deactivation threshold to turn off agent notification.
� If you select calls-warning-threshold, the threshold is less than X calls in the hunt group queue. You can assign a value from 0 to 998.
� If you select service-level-target, you can assign a value from 0 to 100.
� If you select time-warning-threshold, the threshold is the oldest call that has been in a queue for less than Y seconds. You can assign a value from 0 to 998.
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Screen reference Field title ISDN/SIP Caller Display
Level 1 Threshold (sec) Level 2 Threshold (sec)
Field description
To display the hunt group name to the originating user. This field is required for ISDN-PRI, ISDN-BRI, and SIP trunks.
Valid entries are:
� grp-name: To display the hunt group name to the originating user.
� mbr-name: To display the member name to the originating user.
� blank: To display the VDN name to the originating user.
Note:
Avaya BRI stations support only ASCII characters. Non-ASCII characters, such as Eurofont or Kanafont, do not display correctly on a BRI station.
To determine the number of seconds for the first EWT threshold. Valid entries are 0 to 99.
This field is applicable if the ACD and Service Level Supervisor fields are active for the system.
To determine the number of seconds for the second EWT threshold. Valid entries are 0 to 99.
This field is applicable if the ACD and Service Level Supervisor fields are active for the system.
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Field title LOA Increased Agts in Skill
Local Agent Preference
Hunt Group screen
Field description
To support having a maximum of 7,000 agents logged in the same skill.
The LOA Increased Agts in Skill field appears on the Hunt Group screen only if the following conditions are fulfilled:
� You must enable Expert Agent Selection (EAS).
� You must set the group type to ead-loa or ucdloa .
� Communication Manager is not installed on a S8300D system.
Valid entries are:
� n: Distributes calls to the least-occupied available agent in the skill. However, this limits the number of logged-in agents per skill to 1,500 agents.
� y: Approximates the least-occupied available agent within 5%. Distributes call to an agent within the bucket of the least-occupied agents where the least-occupied bucket contains all agents with less than 70% occupancy. The next bucket contains all agents with 70 � 74% occupancy, and so forth up to the most-occupied agents at 95-100% occupancy. This method of distribution is less precise, but allows up to 7,000 agents logged in per skill. This approximation is required due to performance issues with the more-precise LOA algorithm when large numbers of agents are available.
To handle agent and call surplus conditions. Valid entries are y or n.
Use the field to administer agent surplus conditions. To set up an algorithm for call surplus conditions, administer the Local Call Preference field on the Agent ID screen.
This field is applicable if the Multiple Locations field is active for the system.
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Screen reference Field title LWC Reception
Measured
Member Range Allowed Message Center AUDIX Name Message Center MSA Name
Field description
To select a storage point for Leave Word Calling (LWC) messages.
Valid entries are:
� audix: LWC messages are stored in the voice messaging system.
� none: LWC messages are not stored.
� spe: LWC messages are stored in the system or on the Switch Processor Element (SPE).
To send measurement data for the ACD split or skill to VuStats or BCMS.
This field is applicable if you activate the ACD field for the hunt group and the VuStats field or the BCMS field for the system.
Valid entries are:
� both: To send measurement data collected both internally and externally.
� external: To send measurement data tracked by Call Management System that are external to the server running Communication Manager.
� internal: To send measurement data tracked by Call Management System that are internal to the server running Communication Manager.
� none: To not send measurement data for the hunt group.
To determine the number of allowed members. The values vary based on the system or the configuration. To type the name of the Message Center AUDIXTM.
This field is applicable if the messaging type is audix or rem-vm.
To type the name of the Message Center Messaging Server Adjunct (MSA).
This field is applicable if the messaging type is msa.
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Field title Message Center
Messaging Server Name MM Early Answer
Hunt Group screen
Field description To select the type of messaging adjunct for the hunt group.
Valid entries are:
� audix: To select AUDIXTM located on the server running Communication Manager.
� fp-mwi: To select a public network allowing AUDIXTM to be located on another Communication Manager. This field option is applicable if the ISDN Feature Plus field is administered as y.
� msa: To select an MSA.
� msa-vm: To select a voice mail system integrated using mode codes or digital station emulation.
� rem-vm: To select DCS allowing voice mail to be located on another server.
� qsig-mwi: To select a QSIG network allowing voice mail to be located on another server.
� sip-adjunct: To select a SIP message center server.
� none: The hunt group does not serve as a message hunt group.
You can administer only one hunt group in the system with type audix, fp-mwi, and rem-audix. You can administer up to six hunt groups with type qsig-mwi. To type the name of the server as displayed on the User-Defined Adjunct Names screen. To allow multimedia early answer.
The system answers an H.320 call and establishes an audio channel before offering the conversion call to a hunt group. This action starts billing for the call when the call is first placed in a queue.
This field is applicable to systems using Multimedia Call Handling.
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Screen reference Field title Night Service Destination
Primary Priority on Intraflow Provide Ringback
Queue Limit
Queue
Field description
To type an extension number as the destination where calls to this split redirect when the split is in the Night Service mode. This extension can be a VDN extension but must be a local extension for all features to work correctly.
You can select attd as an attendant group code.
This field is inapplicable to a vector-controlled hunt group.
To administer the specified AUDIXTM as the primary adjunct. This field is applicable if the messaging type is audix or rem-audix.
To assign priority for calls routed from a split to a covering split over calls waiting in the covering split queue.
This field is applicable if the ACD field is administered as y and the hunt group is not vectorcontrolled.
To provide ringback to the caller till the system receives a connect indication. Valid entries are y and n.
If you select y, a call covering to the message center provides ringback to the caller during the coverage interval. The system discontinues ringback upon receipt of a connect indication.
Administer this field if you use a Separation of Bearer and Signaling (SBS) trunk for the QSIG MWI hunt group.
This field is applicable if you administer the Message Center field on the Hunt Group screen as fp-mwi or qsig-mwi.
To dynamically allocate the queue limit.
Valid entries are:
� unlimited: To allocate the queue dynamically. All calls to this hunt group are put in a queue when an agent or a station is unavailable. This field option is the default.
1-999: To assign a limit to the number of calls that queue to this hunt group.
This field is applicable if you administer the Queue field as y.
To assign a queue for the hunt group.
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Hunt Group screen
Field title Redirect on IP/OPTIM Failure to VDN
(Redirect on IP/OPTIM Failure to VDN) Retain Active VDN Context Redirect on No Answer (rings)
Redirect on No Answer to VDN
(Redirect on No Answer to VDN) Retain Active VDN Context Routing Digits (e.g. AAR/ARS Access Code)
Second Announcement Extension
Field description
To specify the VDN for call redirection due to Redirection on IP Failure (ROIF) or Redirection on OPTIM Failure (ROOF).
If you leave this field blank, Communication Manager places calls back in the queue.
To retain and use the VDN context from the previous active VDN after Communication Manager redirects a call due to ROIF and ROOF.
To determine the number of rings after which Communication Manager must redirect calls.
Valid entries are 1 to 20 rings. You can leave this field blank so that Communication Manager redirects calls without waiting for a ring.
To specify the VDN for call redirection due to Redirection on No Answer (RONA).
If you leave this field blank, Communication Manager places calls back in the queue.
To retain and use the VDN context from the previous active VDN after Communication Manager redirects a call due to RONA.
To assign a 1-digit to 4-digit AAR (qsig-mwi) or ARS (fp-mwi) access code. This access code is prepended to the AUDIXTM complete number to define a route to the message center switch hunt group containing the line ports to AUDIXTM.
The field accepts the star (*) and pound (#) characters.
This field is applicable if the messaging type is qsig-mwi or fp-mwi.
To assign an extension number to a recorded announcement. Leaving the field blank indicates that there is no second announcement.
This field is applicable if:
� ACD is active for the system.
� The Queue field is administered as y.
� The Vector field is administered as n.
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Screen reference Field title (Second Announcement) Delay (sec)
Security Code Send Reroute Request Service Level Interval
Field description
To determine the time before a call in a queue receives a second recorded announcement or if the second announcement is repeated.
Valid entries are from 1 to 99. If this hunt group is a coverage point for another split or skill, the delay must not be more than 15 seconds.
This field is applicable if:
� ACD is active for the system.
� The Queue field is administered as y.
� The Vector field is administered as n.
To enter a 4-digit security code for the Demand Print feature. You can leave this field blank.
To determine whether to send rerouting invocation when a call covers to a qsig-mwi hunt group.
This field is applicable if you administer the supplementary services with rerouting and the messaging type as qsig-mwi.
To determine the time interval when Actual Service Level (ASL) calculations run. ASL is one of the Service Level Maximizer (SLM) algorithms used for most situations, particularly for low staff or low traffic. You can administer the interval to the same value as the target objectives for the application.
Valid entries are:
� hourly: To set the ASL algorithm calculations for accepted call and total call components to 0 (zero) at hourly intervals.
� daily: To set the ASL algorithm calculations for accepted call and total call components to 0 (zero) at daily intervals. This field option is the default.
� weekly: To set the ASL algorithm calculations for accepted call and total call components to 0 (zero) at weekly intervals. The weekly interval starts as 00:00 hours on Sunday.
This field is applicable if you administer the SLM algorithm as actual and the hunt group is of an SLM type.
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Field title Service Level Supervisor
Service Level Target (% in sec)
Hunt Group screen
Field description
To reduce the need to move agents from skill to skill during emergencies or unanticipated peaks in call volume.
The field is applicable if you use ACD and if the hunt group is of the EAS skill.
To determine the service level targets.
This field is applicable if you administer the ACD field as y, the Measured field is not blank, and when more than one of the following features is set to y.
� BCMS or VuStats Service Level, BCMS/VuStats Service Level customer option license is active and the hunt group measured field is set to internal or both.
The seconds component of the service level target is used as the acceptable level for reporting the percentage of calls answered within the specified time. Leave the default percentage of 80 unchanged.
� The service level target in seconds is used for the Business Advocate Service Level Supervisor Objective.
You can use the service level target for the dynamic percentage adjustment when:
- The Dynamic Threshold Adjustment field on the Hunt Group screen is y.
- The Group Type field on the Hunt Group screen is pad.
- The Dynamic Percent Adjustment field on the Hunt Group screen is y.
� SLM service level target. Applicable if the Group Type field on the Hunt Group screen is slm, the SLM customer option license is active, and the Business Advocate customer option license is not active.
� Interruptible Aux Work service level target. Applicable if the Interruptible Aux Threshold field on the Hunt Group screen is service-leveltarget.
The Interruptible Aux feature is triggered if the service level is less than the administered percentage of calls in the specified seconds.
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Screen reference Field title Service Objective
Skill SLM Count Abandoned Calls
SLM Max Auto Reserve Agents Supervisor Extension
Field description
To assign a service objective to a skill as the number of elapsed seconds before a call is answered.
Valid entries are from 1 to 9999 seconds. The default value is 20 seconds.
This field is applicable if you administer:
� The ACD field as y.
� The Business Advocate field as y.
� The hunt group as an EAS skill.
To administer a hunt group as an EAS skill. This field is applicable if ACD and EAS are active for the system.
To determine whether to include abandoned calls in the ASL algorithm calculations for SLM. Valid entries are y and n.
If you select y, abandoned calls are included in the ASL algorithm calculations for SLM. If you select n, abandoned calls are not included in the ASL algorithm calculations for SLM.
The field is best used when reporting for this application does not account for calls that are abandoned while in the skill queue.
This field is applicable if you administer the SLM algorithm as actual and the hunt group is of an SLM type.
To determine the maximum number of auto reserve agents for the hunt group.
Valid entries are 0 to 9.
To assign an extension number to the ACD split or skill that agents reach when using the Supervisor Assist feature. The extension number cannot be a VDN.
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Hunt Group screen
Field title Time Warning Threshold
Timed ACW Interval (sec)
(Timed ACW Interval (sec)) After Xfer or Held Call Drops
TN Total Administered Members Vector
Field description
To administer a time warning threshold that activates Interruptible Aux if the oldest call has been in a queue for longer than the specified number of seconds.
If you administer the threshold at 60 seconds, interruptible agents start getting interrupted when the duration of the oldest call in a queue for a hunt group exceeds 60 seconds. An entry of 0 provides a warning whenever a call is queued.
Valid entries are from 0 to 999.
This field is applicable if you assign a queue to the hunt group and if you do not administer a port number to the call warning and time warning ports.
To determine the number of seconds an agent in the auto-in work mode remains in the ACW mode after a call drops. After this time interval expires, the agent automatically becomes available.
You cannot administer Timed ACW if the hunt group is adjunct-controlled or is an AUDIXTM Message Center. Valid entries are from 1 to 9999.
You can override the field by adjusting the settings for a vector.
This field is applicable if you administer the ACD field for the hunt group as y and the Timed ACW field for the system as y.
To place an auto-in agent in the Timed ACW mode for incoming ACD or direct agent calls instead of immediately making the agent available. Use the field for instances when the caller drops a held call or the agent transfers a call.
You can administer this field for the agents in a hunt group or for calls delivered from a VDN when the Timed ACW Interval field is administered as a nonzero value.
To assign a Tenant Partition number. Valid entries are from 1 to 250.
To determine the total number of members for the hunt group.
To administer the hunt group as vector-controlled. This field is applicable if you administer the Basic Vectoring field as y.
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Screen reference Field title Voice Mail Handle Voice Mail Number
VuStats Objective
Field description
To assign a SIP Enablement Services (SES) handle that can receive voice mails. Leave the field blank if you have assigned a voice mail number.
To assign a 1-digit to 17-digit voice mail dial-up number.
The qsig-mwi selection shows the complete number of the AUDIXTM hunt group on the message center server for QSIG MWI. The fp-mwi selection shows the public network number of the AUDIXTM hunt group on the message center server.
This field is applicable if you administer the Basic Call Setup and Basic Supplementary Services fields and the messaging type is qsig-mwi or fpmwi.
To assign a numeric objective for calls. Valid entries are from 0 to 99999.
An objective is a goal of the split or skill. This value can be an agent objective, such as a specific number of calls handled or the average talk time. The objective can also be a percentage within the service level.
The objective is available on the VuStats display and agents and supervisors can compare the current performance with the objective for the split or skill. This value applies to customized VuStats display formats.
This field is applicable if you administer the ACD field for the hunt group and the VuStats field for the system as y.
You must administer the hunt group to collect internal or external measurement data for VuStats.
Off-PBX Feature-Name-Extensions screen
Use the Off-PBX Feature-Name-Extensions screen to administer an Off-PBX dialed extension to a feature. The extension is called a Feature-Name-Extension (FNE).
Off-PBX Feature-Name-Extensions administration commands
Use the following commands to administer Off-PBX Feature-Name-Extensions (FNEs).
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Command name change
list
Off-PBX Feature-Name-Extensions screen
Parameter off-pbx feature-name-extensions
fne
Qualifier set x
You edit set 1 if you omit adding set x as a qualifier. No qualifier.
The system displays all the administered FNEs.
Off-PBX Feature-Name-Extensions field descriptions
Field title After Call Work Access Code Agent Availability Query Access Code
Auto-In Access Code Aux Work Access Code Login Access Code Logout Access Code Manual-In Access Code
Field description
Mobile agents dial the After Call Work Access Code FNE to change their work state to ACW.
Mobile agents dial the Agent Availability Query Access Code FNE to understand their current work state. Depending on the agent state, Communication Manager plays a tone, for information on Agent Availability Query tones, see "Agent Availability Query dial tones" in Avaya Aura� Call Center Elite Feature Reference.
Mobile agents dial the Auto-In Access Code FNE to change their work state to Auto-In.
Mobile agents dial the Aux Work Access Code FNE to change their work state to AUX Work.
Mobile agents dial the Login Access Code FNE to login.
Mobile agents dial the Logout Access Code FNE to logout.
Mobile agents dial the Manual-In Access Code FNE to change their work state to Manual-In.
Important: You must administer corresponding FACs for all FNEs except for Agent Availability Query Access Code. You can also define more FNEs that agents might need to use, such as Idle Appearance Select, Conference Complete, Conference on Answer, Transfer Complete, and Transfer on HangUp.
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Screen reference
Policy Routing Table screen
Use the Policy Routing Table screen to administer and monitor the percentage allocation routing by assigning destination routes and target percentages.
Policy Routing Table administration commands
Use the following commands to administer the Policy Routing Table screen.
Command name
add
Parameter policy-routing-table
change display
policy-routing-table policy-routing-table
remove list
policy-routing-table policy-routing-table
Qualifier
1�8000 next 1�8000 1�8000 ['schedule'] 1�8000 No qualifier since the list command displays all the Policy Routing Tables
Policy Routing Table field descriptions
Field title Number Name
Type
Field description
To view the table number.
To type a string of up to 15 characters as the name of the policy routing table. Any alphanumeric character is valid. You can leave this field blank.
To specify the type of algorithm that the policy routing table supports. The valid entry in this field is percentage.
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Field title Period
Index Route-to VDN VDN Name Target % Actual %
October 2020
Policy Routing Table screen
Field description
To specify the time period for resetting the call counts and actual percentages.
Valid entries are:
� 100_count (default): To reset the call count and the displayed percentage when the total calls for the policy routing table reach 100, which is when the total calls match the target routing pattern percentages. Using this field option ensures that the routing points have equal distribution of calls all the time.
� max_count: To maintain the call count until calls delivered to one of the VDNs exceed 65,400. At that point, calls continue to be distributed over the VDNs, but the system resets the call count when the actual percentages equal the targets for all of the VDNs at the same time.
� half-hour: To reset the call count at the top of the hour and at the 30�minute point.
� hour: To reset the call count at the top of the hour.
� daily: To reset the call count every night at midnight.
� weekly: To reset the call count every Saturday at midnight.
To display the sequential number of the rows. You can enter up to 15 route-to VDN entries in a policy routing table.
To assign a valid extension that is up to 13-digits long to which calls are to be routed. You can leave this field blank.
To view the assigned name of the VDN specified in the Route-to VDN field or a name not assigned message if the VDN name is not assigned.
You must assign the name or change the name on the Vector Directory Number screen.
To specify the target percentage of total calls to be routed to a VDN. Valid entries are from 0 to 100. Use only whole numbers. Do not use fractions.
To view the actual percentage of total calls routed to a VDN. The actual percentage is calculated to 6 decimal places, but the system displays only the first decimal place.
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Screen reference
Field title Call Counts Totals
Field description
To view the current number of calls routed to a VDN.
To view the values in the Target % and Call Counts fields for all the assigned VDNs in the policy routing table. The total for the Target % field must add up to 100%.
Reason Code Names screen
Use the Reason Code Names screen to assign names to reason codes.
Reason Code Names administration commands
Use the following administration commands to access the Reason Code Names screen.
Command name display change
reason-code-names reason-code-names
Parameter
Reason Code Names field descriptions
Field title Aux Work
Logout
Field description
To type a name to be associated with the Auxiliary (AUX) work reason code. The name can be up to 16 characters long.
You can also leave this field blank.
To type a name to be associated with the logout reason code. The name can be up to 16 characters long.
You can also leave this field blank.
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Field title Interruptible
Service Hours Table screen
Field description To determine whether the reason code can be interruptible. Valid entries are y and n. You cannot make the following types of reason codes interruptible: � IP Failure Aux Work � Maximum Agent Occupancy Aux Work � Redirection on No Answer Aux Work � Redirection on OPTIM Failure Aux Work
Service Hours Table screen
Use the Service Hours Table screen to specify the office hours. You can administer up to 999 different tables.
Service Hours Table administration commands
Command name add change display remove list list usage
Parameter service-hours-table service-hours-table service-hours-table service-hours-table service-hours-table service-hours-table
Qualifier 1 through 999 1 through 999 1 through 999 1 through 999 none none
Service Hours Table field descriptions
Field title Description
Number
Field description To include a description for the table. You can type an alphanumeric table name of up to 27 characters.
You can leave this field blank. To view the table number.
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Screen reference Field title Start and End
Use time adjustments from location
Field description
To define the range of service hours for each day of the week. Ensure that the start time is earlier than the end time.
� hour - 0-23
� minute - 0-59
The hour range must be within the specified day, from 00:00 (midnight) till 23:59. If a time range goes past midnight, for example, Friday 19:00 to Saturday 02:00, type the time in two ranges. Set up the first range as Friday from 19:00 to 23:59 and the second range as Saturday from 00:00 to 01:59.
A time is in the table from the first second of the start time, for example, 08:00:00. The time is in the table until the last second of the end time, for example, 17:00:59.
To indicate the location number on the Locations screen that specifies how to adjust the time zone offset and daylight saving time.
SIT Treatment for Call Classification screen
Use the SIT Treatment for Call Classification screen to specify the treatment of Special Information Tones (SITs) used for Outbound Call Management (OCM) type calls with USA tone characteristics. Use the port network TN744 Call Classifier circuit pack ports or H.248 Media Gateway internal tone detector resources in the classified mode to detect SITs.
SIT Treatment for Call Classification administration commands
Use the following administration commands to administer the SIT Treatment For Call Classification screen. In some cases, the screen displays only the most commonly used commands.
Command name change display
Parameter sit-treatment sit-treatment
Qualifier -- ['print' or 'schedule']
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Station screen
SIT Treatment for Call Classification field descriptions
In the field following each type of SIT, select answered to indicate that the call is classified as answered and is sent to a staffed agent or dropped to indicate that the call is classified as not answered and is not sent to a staffed agent.
Field title Answering Machine Detected (AMD)
SIT Ineffective Other SIT Intercept SIT No Circuit SIT Reorder SIT Unknown SIT Vacant Code
Field description
To determine the AMD treatment if the system detects an answering machine.
AMD treatment has two separately administrable sub fields. Talk duration is for full seconds and Pause duration is for fractions of a second, separated by a display-only decimal point.
The default for talk duration is 2 seconds from a range of 0.1 seconds to 5.0 seconds with increments of 0.1 seconds. The default for pause duration is 0.5 seconds from a range of 0.1 seconds to 2.0 seconds with increments of 0.1 seconds.
To play an announcement following the SIT. For example, You are not required to dial a 1 when calling this number.
To play an announcement following the SIT. For example, XXX-XXXX has been changed to YYY-YYYY.
To play an announcement following the SIT. For example, All circuits are busy, try again later.
To play an announcement following the SIT. For example, Your call did not go through, hang up and dial again.
To indicate that the network encountered an unknown situation or condition.
To play an announcement following the SIT. For example, Your call cannot be completed as dialed, check the number and dial again.
Station screen
Use the Station screen to administer hardphones and softphones.
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Screen reference
Station administration commands
Use the following administration commands to administer the Station screen for individual phones.
Command name add
change display list
remove
Parameter station
station station station
station
Qualifier
xxx or next, where xxx is the extension number.
xxx
xxx
No qualifier as this command lists all the administered stations.
xxx
Station field descriptions
Field title AUDIX Name Auto Answer
BCC
Button Assignments
Field description
To type the name of the voice messaging system that is associated with the station.
To determine whether Communication Manager must send all ACD and non-ACD calls to the station.
Valid entries are:
� acd: To allow Communication Manager to send only ACD and direct agent calls to the station.
� all: To allow Communication Manager to send all ACD and non-ACD calls to the station.
� icom: To allow the station user to respond to an intercom call.
� none: To provide an audible ringing treatment to all calls that Communication Manager delivers to the station.
To determine compatibility when non-ISDN facilities are connected to ISDN facilities. If you assign 0 to this field, the Bearer Capability Class (BCC) indicates voice and voice-grade data.
The field is applicable if the field option in the ISDNBRI Trunks and ISDN-PRI fields on the SystemParameters Customer-Options screen is y.
To assign feature buttons on the station.
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Station screen
Field title Button Modules COR COS Coverage Path 1 Coverage Path 2 Coverage Msg Retrieval
Enable Reachability for Station Domain Control
Extension Hunt-to Station
Field description
To determine the number of button modules for the station.
To assign a Class of Restriction (COR) number to the station.
To assign a Class of Service (COS) number to the station.
To assign a coverage path number or Time of Day (TOD) table to the station so that Communication Manager can route calls to the coverage point if no station user answers calls to the station.
To assign a second coverage path or TOD table if the first coverage point is unavailable.
To determine whether station users at the coverage point can retrieve Leave Word Calling (LWC) messages for the station from where Communication Manager sent the call to the coverage point. Valid entries are y and n.
This field is applicable if you administer the LWC Reception field.
To enable Communication Manager to poll domaincontrolled SIP stations and send the station reachability information to CTI applications that require to track the status of the station, on an individual station basis.
Valid entries are s, y, or n. The default option is s.
� y: Enables polling on the station.
� n: Does not enable polling on the station.
� s: The system setting determines the polling for this station.
To assign an extension number for the station.
The extension number that Communication Manager must search when the station is busy.
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Screen reference Field title Idle/Active Ringing (Callmaster)
Location
Lock messages LWC Activation LWC Reception
Message Lamp Ext Name
Field description To determine how calls must ring at a CallmasterTM station.
Valid entries are:
� continuous: For calls to the station to ring continuously.
� if-busy-single: For calls to the station to ring one time if the station user is busy.
� silent-if-busy: For calls to ring silently if the station user is busy.
� single: For calls to ring one time.
To assign a number that identifies where the station is located in the system.
This field is applicable if:
� The field option in the Multiple Locations field on the System-Parameters Customer-Options screen is y.
� The Type field on the Station screen is an H.323 or SIP phone type.
To determine whether other station users can gain access to voice messages.
To determine whether to use LWC.
To determine the storage point for LWC messages.
Valid entries are:
� audix: To store LWC messages in an AUDIXTM system.
� none: To not store LWC messages.
� msa: To store LWC messages on Messaging Server Adjunct (MSA).
� spe. To store LWC messages in the system or on Switch Processor Element (SPE). The default is spe.
To assign the extension number of the station that is associated with the message waiting lamp.
To assign a name to the station.
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Field title Per Station CPN - Send Calling Number
Port Service Link mode SIP Trunk
Time of Day Lock Table TN Type of 3PCC Enabled
Vector Directory Number screen
Field description To determine whether Communication Manager must send Calling Party Number (CPN) information.
Valid entries are:
� n: To not send CPN information.
� r: To restrict the level of CPN information.
� y: To send CPN information.
You can leave this field blank. To assign an auxiliary or analog port to the station. Valid entries are as-needed and permanent. Default value is as-needed. For EC500�enabled stations, this field set this field as as-needed. To select a trunk that corresponds to the field entry on the Off-PBX-Telephone Station-Mapping screen.
Valid entries are aar, ars, or a SIP trunk value from 1 to 2000. To assign a TOD Lock/Unlock table. Valid entries are from 1 to 5.
You can leave this field blank. To assign a tenant partition number. Valid entries are from 1 to 250. To determine whether an Avaya Third Party Call Control (3PCC) or a Computer Telephony Integration (CTI) adjunct can control the station.
Valid entries are Avaya and none.
Vector Directory Number screen
Use the Vector Directory Number screen to define VDNs for Call Vectoring. Each VDN is mapped to a call vector.
VDN administration commands
Use the following administration commands to administer the Vector Directory Number screen: Note:
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Screen reference
Square brackets [ ] indicate that the qualifier is optional. Single quotes (` ') indicate that you must enter the text inside the quote exactly as shown or enter an abbreviated screen of the word. MAX is the maximum number available in your system configuration.
Command name Parameter
add
vdn
change
vdn
display
vdn
list
vdn
vdn
remove
vdn
duplicate
vdn
Qualifier xxxxx or next, where xxxx is the extension number of the VDN. xxxxx xxxxx ['print' or 'schedule'] xxxx `count' 1-MAX ['print' or 'schedule'] bsr xxx, which is the number of a BSR application plan. xxxxx master_ext [start nnnn...] [count xx]
duplicate vdn master_ext [start nnnn]
[count xx]
The command to create up to 16 duplicate VDNs.
The assigned extension number, which can be up to 16 digits, of the VDN you want to duplicate. An optional parameter that you can use to specify the number from which to start the number sequence for the duplicate VDN. If you do not specify a start number, the first available VDN after the master VDN gets selected automatically. Only one VDN is selected. An optional parameter that you can use to specify the number of duplicates. You can create a maximum of 16 duplicates. If you do not specify a start number, the first available VDN after the master VDN is selected automatically. Only one VDN is selected.
Vector Directory Number field descriptions
Field title 1st Skill 2nd Skill 3rd Skill
Field description
To assign a skill number. Valid entries are from 1 to 8000. You can leave this field blank.
This field is applicable if:
� The Expert Agent Selection (EAS) field on the System-Parameter Customer-Options screen is active for the system.
� The field option in the Meet-me Conferencing field on the Vector Directory Number screen is n.
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Vector Directory Number screen
Field title Acceptable Service Level (sec)
Allow VDN Override
Apply Ringback for Auto Answer Calls
Attendant Vectoring
Field description To determine the number of seconds within which agents must answer all calls to the Vector Directory Number (VDN). Basic Call Management System (BCMS) tracks the percentage of calls answered within the administered time.
Valid entries are from 0 to 9999 seconds. You can leave this field blank.
This field is applicable if:
� The BCMS/VuStats Service Level field on the System-Parameter Customer-Options screen is active for the system.
� The field option in the Measured field on the Vector Directory Number screen is internal or both.
To determine whether to change the active VDN for a call. Valid entries are y and n.
If you select n, the routed-to VDN does not replace the active VDN. This field option is the default.
If you select y, the routed-to VDN replaces the active VDN and the VDN parameters associated with the call use the routed-to VDN.
This field is applicable if the field option in the Meet-me Conferencing field on the Vector Directory Number screen is n. To prevent ringback to the caller for a call that Communication Manager delivers to an agent in the auto-answer work mode.
Valid entries are y and n. The default is y to provide ringback to the caller.
This field is applicable if the field option in the Auto Answer field on one of the following screens is y:
� Station
� Agent LoginID
Note:
The field follows VDN Override Rules. To use the VDN as an Attendant Vectoring VDN. Valid entries are y and n.
If you select y, Communication Manager deletes all call center-related fields, such as skills and Best Service Routing (BSR).
Important:
Before you assign a VDN as an Attendant Vectoring VDN, ensure that the VDN is not administered on the following screens:
� Console Parameters
� Tenant Partitioning
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Screen reference Field title AUDIX Name
BSR Application
BSR Available Agent Strategy
Field description To type the name of the AUDIXTM messaging system if the VDN is associated with an AUDIXTM vector.
You must type the name of the messaging system as is available on the Adjunct Names screen.
To use multisite BSR with a VDN. You can assign a 1-digit to 3-digit number to specify an application plan for the VDN.
This field is applicable if the Lookahead Interflow (LAI) and Vectoring (Best Service Routing) fields on the System-Parameter CustomerOptions screen are active for the system.
Note:
The field follows VDN Override Rules.
To determine the BSR agent selection strategy for identifying the best split or skill for a call.
Valid entries are:
� 1st-found: BSR stops agent selection when a consider series finds an available, that is, idle agent.
� EAD-LOA: BSR selects the least occupied agent with the highest level for the skill.
EAD-LOA is Expert Agent Distribution-Least Occupied Agent.
� EAD-MIA: BSR selects the most idle agent with the highest level for the skill.
EAD-MIA is Expert Agent Distribution-Most Idle Agent.
� UCD-LOA: BSR selects the least occupied agent.
UCD-LOA is Uniform Call Distribution-Least Occupied Agent.
� UCD-MIA: BSR selects the most idle agent.
UCD-MIA is Uniform Call Distribution-Most Idle Agent.
The EAD-LOA and EAD-MIA field options are available with EAS.
The UCD-LOA field option is applicable if the Least Occupied Agent field or the Business Advocate field is active for the system.
This field is applicable if:
� The Vectoring (Best Service Routing) field on the System-Parameter Customer-Options screen is active for the system.
� The field option in the BSR Tie Strategy field on the Vector Directory Number screen is system or alternate.
Note:
The field follows VDN Override Rules.
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Field title BSR Local Treatment BSR Tie Strategy
COR
Vector Directory Number screen
Field description To provide local audio feedback to interflow calls in a queue. You can administer this field on local and remote VDNs.
Note:
The field follows VDN Override Rules. To determine the BSR selection strategy when a tie occurs for calls from the same VDN.
Valid entries are:
� 1st-found: BSR uses the previously selected best choice as the best skill or best location.
� alternate: BSR alternates the selection algorithm during a tie between Expected Wait Time (EWT) calculations and Available Agent Strategy.
For every tie, BSR selects the consider series with the tie to send the call instead of the first selected split/skill or location. This field option balances call routing when the cost of routing to remote locations is not a concern.
� system: BSR uses the BSR Tie Strategy field option on the FeatureRelated System Parameters screen.
This field option is the default.
This field is applicable if the Vectoring (Best Service Routing) field on the System-Parameter Customer-Options screen is active for the system.
Note:
The field follows VDN Override Rules. To assign a Class of Restriction (COR) to the VDN. Valid entries are from 0 to 995. You cannot leave this field blank.
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Screen reference
Field title Daylight Saving Rule
Destination Display VDN for Route-To DAC
Field description
To define the Daylight Saving Time (DST) rule.
You can apply the DST rule and the time zone offset to the goto timeof-day commands in the vector that you assign to the VDN. The timeof-day (TOD) calculations depend on the local time of the receiving call VDN.
The assigned rule number applies start rules and stop rules that you administer in the Daylight Saving Rule field for that rule number.
Tip:
Type list usage vdn-time-zone-offset to view all VDNs containing a DST rule.
Valid entries are:
� 0: The DST rule is inapplicable. If the system time has a daylight saving rule, the system deletes this rule before evaluation of the goto if time-of-day conditional.
� 1�15: To use the rule as defined in this field.
When you use a number other than 0 (zero), the system does not use the rule associated with the main server clock display time and the main server offset. The offset and rule assigned to the active VDN for the call are applied to the operating system standard time so that local time for the VDN is used to test the TOD step.
� system: To use the same DST rule as the system clock shown in the display/set time field.
Note:
The field follows VDN Override Rules. To indicate whether calls are routed using a vector number or a policy routing table.
Valid entries are Vector Number and Policy Routing Table. To display the VDN for routed-to direct agent calls. Valid entries are y and n.
You can use this field when the following vector commands with the Coverage field option as y route EAS direct agent calls:
� adjunct routing
� route-to number or route-to digits
Note: The field follows VDN Override Rules.
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Field title Extension Measured Associated field: Report Adjunct Calls as ACD
Meet-me Conferencing
Vector Directory Number screen
Field description To view the extension associated with the VDN. The extension is a number that begins with a valid first digit and conforms to the length defined by the system dial plan. To collect measurement data for the VDN. BCMS, Call Management System (CMS), or Avaya IQ collect data for reporting purpose.
Valid entries are:
� both
� external
� internal
� none
The field options both and internal are applicable if the BCMS field on the System-Parameter Customer-Options screen is active for the system.
You can administer a CMS release on the Feature-Related System Parameters screen to change the field options to both or external. The system displays the Report Adjunct Calls as ACD field if the Measured field is present on the Vector Directory Number screen.
To determine whether adjunct routed calls are identified in SPI messaging as ACD calls to the indicated skill when the call is adjunct routed. This feature is administered per VDN basis and the default value is no.
Valid entries are and .
� y: Adjunct routed calls are identified in SPI messaging as ACD calls. Therefore, an adjunct routed call is also counted as an ACD call for a skill in reports.
� n: Adjunct routed calls are not counted as ACD calls. This is the default value
If you set the Report Adjunct Calls as ACD field to yes then you must set the value of the the Measured field to either external or both.
Note:
The field follows VDN Override Rules. To determine whether to use the Meet-me Conferencing feature. Valid entries are y and n.
This field is applicable if the Meet-me Conference field is active for the system.
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Screen reference
Field title Name Observe on Agent Answer
Reporting for PC or POM Calls Associated field: PC Predictive Reports Skill
Return Destination Associated field: Call Origin
Field description
To assign an alphanumeric name of up to 27 characters that identifies the VDN. You can leave this field blank.
When users press the new VDN-INFO button on H.323 or DCP phones, Communication Manager displays the complete VDN name of the active call.
To determine when Communication Manager must connect an observer to a call.
Valid entries are:
� y: Communication Manager connects the observer to a call after delivering the call to an agent.
� n: Communication Manager connects a non-Observe by Location observer to a call at the beginning of vector processing. This field option is the default.
To assign the VDN for Proactive Outreach Manager (POM) or Proactive Contact (PC) outbound calling.
Valid entries are y and n.
If you have switch-classified outbound calling with PC, use this field and the associated skill field to activate the improved integration with the PC feature.
If you have a POM system, use this field to activate the VDN for indication to reporting of a POM call to the VDN.
This field is applicable if the field option in the Measured field on the Vector Directory Number screen is external or both.
This associated field is applicable if you administer the following fields as y:
� The ASAI Link Plus Capabilities field or the Computer Telephony Adjunct Links field on the System-Parameter Customer-Options screen.
� The Reporting for PC or POM Calls field on the Vector Directory Number screen.
If you assign a skill number, the VDN option applies to PC reporting. If you leave this field blank, the VDN option applies to POM calls.
To assign the VDN extension number to which an incoming trunk call is routed if the call returns to vector processing after an agent drops the call.
You can leave this field blank.
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Vector Directory Number screen
Field title
Field description
This associated field is applicable if you assign a VDN extension in the Return Destination field.
Use this field to administer the types of calls that Communication Manager must redirect to the extension in the Return Destination field.
Valid entries are:
� both: To apply VDN Return Destination (VRD) to external or internal calls.
� external: To apply VRD only to incoming external trunk calls directly to the VDN. This field option is the default.
� internal: To apply VRD only to internal calls that have not been through vector processing. Internal calls for this purpose include trunk calls that are transferred, forwarded, or covered to the VDN or Adjunct Switch Application Interface (ASAI) routed.
Send VDN as Called Ringing To determine whether to display the VDN name to the receiver when the
Name Over QSIG
phone is ringing. Valid entries are y and n.
Service Objective (sec)
To determine the service level for the VDN. Valid entries are 1 to 9999. The default value is 20 seconds.
This field is applicable if the Business Advocate field on the SystemParameter Customer-Options screen is active for the system.
This field activates the Dynamic Queue Position (DQP) feature, which is also referred to as Service Objective by VDN. With DQP, you can place calls from multiple VDNs in a single skill queue, while maintaining different service objectives for each VDN.
TN
To assign a Tenant Partition number.
Valid entries are 1 to 250.
Note: The field follows VDN Override Rules.
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Screen reference
Field title Used for BSR Polling
Use VDN Time Zone For Holiday Vectoring
VDN of Origin Annc. Extension
Field description
To prevent Communication Manager from sending polling-related messages to CMS or Avaya IQ for unmeasured calls.
Valid entries are y and n.
Use this field for unmeasured VDNs that route to vectors with a BSR reply-best command.
The field is applicable for unmeasured VDNs assigned to a vector with no queue-to command, but with consider steps terminated by the reply-best command. The trunk groups that are used to route calls to the VDNs are also unmeasured.
You can use this field if the field option in the Measured field on the Vector Directory Number screen is none.
The field is applicable when you use Best Service Routing (BSR) and Look Ahead Interflow (LAI).
To determine whether to use VDN Time Zone with Holiday Vectoring. Valid entries are y and n.
If you select y, Communication Manager uses VDN Time Zone with Holiday Vectoring. If you select n, Communication Manager uses the system time with Holiday Vectoring.
Note:
The field follows VDN Override Rules.
To type the extension of the VDN of Origin Announcement (VOA). You can leave this field.
This field is applicable if the VDN of Origin Announcements field on the System-Parameter Customer-Options screen is active for the system.
Note: The field follows VDN Override Rules.
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Vector Directory Number screen
Field title VDN Override for ASAI Messages
VDN Timed ACW Interval Associated field: After Xfer or Held Call Drops
Field description
To determine whether to send the called number as the active VDN for ISDN Trunk ASAI messages.
If you select n in the Meet-me Conferencing field, this field follows VDN Override Rules when the system changes the active VDN for a call.
Valid entries are:
� all: To allow VDN Override Rules for the ASAI messages so that Communication Manager can use the active VDN for the called number for all types of calls to the VDN, including local or internal calls and external incoming ISDN trunk calls.
� ISDN Trunk: When an incoming ISDN trunk call is routed to the VDN, the called number information sent in the ASAI event and adjunct route request ASAI messages is the active VDN extension that becomes associated with the call based on the VDN Override Rules. This field option is not applicable to local or internal calls.
� no: The called number information sent for the Call Offered, Alerting, Queued, and Connect ASAI event notification messages and the adjunct-request message is always the called VDN extension in the called number Information Element (IE) sent in the incoming ISDN SETUP message or the called number of the local call and does not change after routing to the called VDN and subsequent routed-to VDNs.
This field is applicable if:
� The ASAI Link Core Capabilities field on the System-Parameter Customer-Options screen is active for the system.
� The G3 Version field on the System-Parameter Customer-Options screen is V10 or later.
To assign an After Call Work (ACW) interval for auto-in agents who receive calls from this VDN.
If you administer this field, Communication Manager places an auto-in agent who receives a call from this VDN in the ACW mode after the agent releases the call.
When the administered interval is complete, Communication Manager makes the agent available to receive calls.
The field has priority over the Timed ACW Interval field on the Hunt Group screen.
Note: The field follows VDN Override Rules.
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Screen reference
Field title VDN Time-Zone Offset
Field description
For incoming ACD or direct agent calls, Communication Manager places an auto-in agent in the Timed After Call Work (TACW) mode, instead of making the agent available, if the held caller drops or the agent transfers the call.
Use this associated field for the agents in a hunt group or for calls delivered from a VDN when the Timed ACW Interval field is administered to a non-zero value.
To apply VDN Time Zone Offset to the Communication Manager clock when a TOD vector command is executed. The Communication Manager clock handles the DST changes by using the existing operation.
The syntax is +HH:MM, that is, [+ or -] [0 - 23] : [0 - 59]
Valid entries are:
� + or -: Use the minus (-) sign if the VDN local time is earlier than the server local time.
Use the plus (+) sign if the VDN local time is later than the server local time.
� 0 - 23: Time in hours
� 0 - 59: Time in minutes
The default is +00:00. When the default is set, the Communication Manager time is used without modification.
VDN variables
Note: The field follows VDN Override Rules.
Note:
The field follows VDN Override Rules.
Var Description Assignment
To assign up to nine VDN variables from V1 to V9.
To type up to 15 alphanumeric characters to describe each VDN variable.
To assign unvalidated decimal numbers of up to 16 digits to each VDN variable.
You can leave this field blank to assign no decimal numbers to the VDN variables.
VDN Override Rules means that the parameters that are associated with each VDN can change based on the field settings of the next VDN that the call routes to.
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Vector Routing Table screen
Vector Routing Table screen
Use the Vector Routing Table screen to store Automatic Number Identification (ANI) or digits that you refer to in the goto vector steps. The fields on this screen are applicable if the Vectoring (G3V4 Enhanced) field on the SystemParameters Customer-Options screen is active for the system.
Vector Routing Table administration commands
Use the following commands to administer Vector Routing Tables (VRT). You can use the List Usage command to view the vectors and digit fields.
Command name Parameter
add
vrt
change
vrt
display
vrt
remove
vrt
list
vrt
Qualifier 1�999
next 1� 999 1�999
['schedule'] 1�999 No qualifier since the list command displays all the Vector Routing Tables
Vector Routing Table field descriptions
Field title Name
Field description
To assign an alphanumeric name of up to 15 characters. You can leave this field blank.
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Screen reference Field title Number
Sort
Field description To enter a number. The default is blank.
You can use wildcards, such as a plus (+) sign and a question (?) mark. The plus (+) sign represents a group of digits. The question (?) mark represents a single digit.
The field is limited to 16 characters with the following restrictions:
� You can use a plus sign (+), a question mark (?), or numbers from 0 to 9. No other entries are valid.
� You can use a plus sign (+) as the first or the last character in the number field. You cannot use this character as the sixteenth character of the number field.
� You can use many question (?) marks.
� You cannot use blank spaces in the number field.
� If you leave the field blank, the system stores a null value. To determine whether to sort the digit fields. Valid entries are y and n.
You can sort the number fields as follows:
� Plus (+) signs sort first.
� Question (?) marks sort second.
� All numbers from 0 to 9 sort last.
Leading zeros are significant that means that 02 sorts ahead of a 2 followed by a space.
VuStats Display Format screen
Use the VuStats Display Format screen to describe the content and layout of the information that appears on the phone display when an agent presses vu-display.
The system has 50 different display formats. You can modify the first display, which is a predefined example format. Each display format can contain up to 10 data items. However, the amount of data to be displayed is limited to 40 characters due to the physical limitations of the phones.
VuStats Display Format administration commands
Use the following administration commands to administer the VuStats Display Format screen.
Command name
Parameter
change
vustats-display-format
1-50
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VuStats Display Format screen
Command name display list
Parameter vustats-display-format vustats-display-format
Qualifier 1-50 (optional) count 1-50
You can use the list vustats-display-format command to view the following information about the administered VuStats displays:
� Data items, such as data type, format, threshold, and skill reference � Format description � Format number � Next format number to indicate links with the current VuStats display � Number of intervals � Object type � Update interval
VuStats Display Format field descriptions
Field title Data Field Character
Display Interval
Field description
To assign a character that is used in the Format Description field to identify the position and length of each data field. The default field option is $.
You can assign another character if you use the default character for fixed text in the Format Description field. Any character is valid except a space.
To determine the interval, in seconds, for which the phone displays data if you do not update the Update Interval field.
Valid entries are:
� 5: To display data for 5 seconds.
� 10: To display data for 10 seconds.
� 15: To display data for 15 seconds.
� 30: To display data for 30 seconds.
� not cleared: To display data until another operation displaces the data or the agent using the phone presses normal.
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Screen reference Field title Format Description
Format Number Int October 2020
Field description
To define the layout for the 40-character display.
You can assign the starting position and the length of the data items by typing an optional label for each field followed by the appropriate number of data field characters, such as $. Each $ represents one character in the display. For example, for data of five characters, type $$$$$.
Some data types have preset field length limits based on the Communication Manager administration. For example, the system takes the acceptable-service-level data type from the Acceptable Service Level (sec) field on the Vector Directory Number screen. As you can type a maximum of four characters in this field, do not create a VuStats Display field that consists of more than four characters for the acceptable-servicelevel data type. Other data types have similar limits.
Field lengths for data items that appear as time must match the field option in the Format field. Account for possible colons when the display is in a time format.
Format descriptions can be all text such as a message for the day. The format description can also be all data fields, but the users must memorize the labels or use customer-provided overlays.
If the numeric data for a field is too large for the number of data field characters, the VuStats display shows asterisks instead of data. If the name database items are too large for the number of data field characters, the VuStats display truncates data to fit the field limit. The split or skill objective, as entered on the Hunt Group screen, appear as asterisks if the information exceeds the data field limit.
The system generates a format number when the system creates a VuStats display. You cannot change this number. You can create 50 different display formats.
You can modify Format Number 1, which is a predefined sample format.
To view the number of measurement intervals.
This is a display-only field and is available when you use the list vustats-display-format command to compare VuStats displays.
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Field title Next
Next Format Number No Number of Intervals
VuStats Display Format screen
Field description
To view the number of the next display if the current display is followed by another display format. If the current display format is not followed by another display format, the system does not display any numbers.
This is a display-only field and is available when you use the list vustats-display-format command to compare VuStats displays.
To link this display to another display of the same object type.
Valid entries are from 1 to 50 or none.
To view the identifying number of each VuStats display format.
This is a display-only field and is available when you use the list vustats-display-format command to compare VuStats displays.
To determine the number of BCMS intervals to collect data when you specify the interval as the period for a historical data type.
You can assign a number from 1 to 24 or leave the field blank for the current interval.
If you assign 24 intervals and field option in the BCMS/VuStats Measurement Interval field on the Feature-Related System Parameters screen is hour, the system collects hourly information for the last 24 hours. If the field option in the BCMS/ VuStats Measurement Interval field is half-hour, the system collects half-hourly information for the last 12 hours.
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Screen reference Field title Object Type
Update Interval
October 2020
Field description
To determine the type of object for which the system displays data.
Valid entries are:
� agent: To provide agents with their performance statistics or statistics about the splits or skills that agents log in to.
� agent-extension: To provide supervisors with statistics about agents or splits/skills that agents log in to. VuStats can automatically display statistics for an agent if you administer agent login IDs or BCMS/Vustats login IDs. Supervisors can also type the login ID of an agent to view the performance statistics for the agent.
� split/skill: To display the statistics about a split or skill. You must administer the Measured field on the Hunt Group screen to display the split or skill statistics to the phone user.
� trunk-group: To display the statistics about a trunk group. You must administer the Measured field on the Trunk Group screen to display the trunk statistics to the phone user.
� vdn: To display the statistics about a VDN. You must administer the Measured field on the Vector Directory Number screen to display the VDN statistics to the phone user.
To determine the intervals when the system updates data.
Valid entries are:
� 10: To update data after 10 seconds.
� 20: To update data after 20 seconds.
� 30: To update data after 30 seconds.
� 60: To update data after 60 seconds.
� 120: To update data after 120 seconds.
� no-update: To not update data.
The system displays data only for the interval specified in the Display Interval field.
� polled: To update data based on the field option in the BCMS/VuStats Measurement Interval field on the Feature-Related System Parameter screen.
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VuStats Display Format screen
VuStats Display Format data types
Agent and agent-extension data types
VuStats data type
Description
BCMS report
acd-calls agent-extension
agent-name agent-state average-acdcall-time average-acdtalk-time
averageextension-time
call-rate
current-reasoncode
current-reasoncode- name
Split or skill calls and direct agent calls Split Status/VDN
answered by a staffed agent.
Status/Agent
The extension for an agent. If BCMS/ VuStats login IDs or EAS is active, the data type shows the login ID or the agent.
Split Status
The administered name for an agent. Split Status/Agent/ Agent Summary
The current work mode of an agent. Split Status
The average of hold time plus talk
--
time.
The average time an agent spent talking on completed ACD calls during a specified time period for all internally measured splits or skills that the agent was logged in to. This time does not include the time a call was ringing or was on hold at the agent terminal.
Agent/Agent Summary
The average time that an agent spends on non-ACD calls while logged in to a minimum of one split or skill during the reported interval. This average does not include the time when the agent was holding EXTN calls.
Agent/Agent Summary
The current rate of ACD calls handled -- by each agent every hour for all split or skills.
The number of the reason code
--
associated with the current Auxiliary
(AUX) work mode or with agent
logout.
The name of the reason code
--
associated with the current AUX work
mode or with agent logout.
Field or column heading in the report ACD CALLS Login ID or EXT
Agent STATE -- AVG TALK TIME
AVG EXTN TIME
-- --
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Screen reference
VuStats data type
Description
BCMS report
elapsed-time-in- The duration that a staffed agent was --
state
in the current state.
extension-calls
The number of incoming and outgoing non-ACD calls that an agent completed while logged in to a minimum of one split or skill.
Agent
extensionincoming- calls
The number of non-ACD calls that an Split agent received while logged in to a minimum of one split or skill.
extensionoutgoing-calls
The number of non-ACD calls that an Split agent placed while logged in to a minimum of one split or skill.
percent-acd-call- The current calculated occupancy for --
time
the staffed agent.
The data type indicates the percentage of time that the agent talks and holds ACD calls and is calculated as follows:
shift-acd-calls
ACD time + hold time (ACD calls only) / (staffed time in interval + 100)
The number of ACD calls answered -- by an agent during the administered period.
shift-aux-time-1 The time that an agent spent in AUX -- work for reason code 1 during the administered period.
shift-aux-time-2 The time that an agent spent in AUX -- work for reason code 2 during the administered period.
shift-aux-time-3 The time that an agent spent in AUX -- work for reason code 3 during the administered period.
shift-aux-time-4 The time that an agent spent in AUX -- work for reason code 4 during the administered period.
shift-aux-time-5 The time that an agent spent in AUX -- work mode for reason code 5 during the administered period.
shift-aux-time-6 The time that an agent spent in AUX -- work for reason code 6 during the administered period.
Field or column heading in the report -- EXTN CALLS
EXT IN CALLS EXT OUT CALLS --
-- -- -- -- -- -- --
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VuStats Display Format screen
VuStats data type
Description
BCMS report
shift-aux-time-7 The time that an agent spent in AUX -- work for reason code 7 during the administered period.
shift-aux-time-8 The time that an agent spent in AUX -- work for reason code 8 during the administered period.
shift-aux-time-9 The time that an agent spent in AUX -- work for reason code 9 during the administered period.
shift-aux-time-all The time that an agent spent in AUX -- work for all reason codes during the administered period.
shift-aux-timedefault
shift-aux-timenon-default
The time that an agent spent in AUX -- work for the default reason code 0 during the administered period.
The time that an agent spent in AUX -- work for reason codes 1 through 99 during the administered period.
shift-aux-timereason-code
The time that an agent spent in AUX -- work for the current reason code during the administered period.
shift-averageacd-talk-time
The average talk time for ACD calls -- for an agent during the administered period.
skill-level
The skill level at which the skill was -- assigned to an agent.
split-acceptable- The number of seconds within which
service-level
agents must answer calls so that the
system can treat calls as accepted.
Split Status
The system identifies calls for each hunt group and begins tracking calls when calls enter a hunt group queue.
split-acd-calls
Split or skill calls and direct agent calls System Status/Split/
answered by an agent.
Split Summary
split-after-call- The number of times that all agents --
sessions
entered After Call Work (ACW) for a
split or skill.
Field or column heading in the report --
--
--
--
--
--
--
--
-- Acceptable Service Level
ACD CALLS --
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Screen reference
VuStats data type
Description
BCMS report
split-agentsavailable
split-agents-inafter- call split-agents-inaux-1
split-agents-inaux-2
split-agents-inaux-3
split-agents-inaux-4
split-agents-inaux-5
split-agents-inaux-6
split-agents-inaux-7
split-agents-inaux-8
split-agents-inaux-9
split-agents-inaux-all
split-agents-inaux- default
The number of staffed agents currently available to receive ACD calls to a split or skill. This number includes agents in the auto-in or manual-in work mode.
The number of agents currently in ACW for a split or skill.
The number of agents of a split or skill who are currently in AUX work with reason code 1.
The number of agents of a split or skill who are currently in AUX work with reason code 2.
The number of agents of a split or skill who are currently in AUX work with reason code 3.
The number of agents of a split or skill who are currently in AUX work with reason code 4.
The number of agents of a split or skill who are currently in AUX work with reason code 5.
The number of agents of a split or skill who are currently in AUX work with reason code 6.
The number of agents of a split or skill who are currently in AUX work with reason code 7.
The number of agents of a split or skill who are currently in AUX work with reason code 8.
The number of agents of a split or skill who are currently in AUX work with reason code 9.
The total number of agents of a split or skill who are currently in AUX work for all reason codes.
The number of agents of a split or skill who are currently in AUX work with the default reason code.
Split Status
Split Status -- -- -- -- -- -- -- -- -- Split Status --
Field or column heading in the report Avail
ACW -- -- -- -- -- -- -- -- -- AUX --
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VuStats Display Format screen
VuStats data type
Description
BCMS report
split-agents-in- The number of agents of a split or skill -- aux- non-default who are currently in AUX work with
reason codes 1 through 99.
split-agents-inother
split-agents-onacd-calls
The number of agents who are on calls for another split or skill, are in ACW for another split or skill, have calls on hold but are not in another work mode, have calls ringing at their stations, or are dialing numbers while in the auto-in or manual-in work mode.
Split Status
The number of agents who are
Split Status
currently on split or skill or direct agent
calls for a split or skill.
split-agents-onextension-calls
split-agentsstaffed
The number of agents in a split or skill who are currently on non-ACD calls.
The number of agents currently logged in to a split or skill.
Split Status Split Status
split-averageacd- talk-time
split-averageafter- call-time
The average talk time for ACD calls during a period or day for a specified split or skill.
The average time for call-related ACW completed by agents of a split or skill. This data type is similar to the average after-call-time data type, but is available only for the agent and agent-extension object types.
System Status/Split/ Split Summary
System Status
The system records the call-related ACW time when an agent leaves ACW. If an agent is in call-related ACW when an interval ends, the system records the ACW time for the interval in which the agent leaves ACW.
split-averagespeed- ofanswer
The average speed for answering completed split or skill and direct agent calls to a split or skill.
System Status/Split/ Split Summary
split-average- The average time that calls waited in a System Status/Split/
time-to- abandon queue and were ringing before the
Split Summary
callers abandoned the calls.
split-call-rate
The current hourly rate of ACD calls -- handled by each agent for a split or skill.
Field or column heading in the report -- Other
ACD Extn Staffed AVG TALK TIME AVG AFTER CALL
AVG SPEED ANS AVG ABAND TIME --
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Screen reference
VuStats data type
Description
BCMS report
split-callsabandoned
The number of calls that left the queue or abandoned ringing, provided the queue is the first split or skill that the call queued to.
System Status/Split/ Split Summary
split-callsflowed-in
The total number of calls for a split or skill that were received as a coverage point (intraflowed) from another internally measured split or skill or were call-forwarded (interflowed) to the split or skill.
Split/Split Summary
split-callsflowed-out
The total number of calls for a split or skill that successfully extended to the split or skill coverage point, callforwarded, or answered using call pick up.
Split/Split Summary
split-calls-waiting The number of calls that reached a split or skill but were not answered, abandoned, or outflowed.
System Status
split-extension
The administered extension for a split -- or skill.
split-name
The administered name for a split or skill.
Split/Split Status/Split Name/System Status
split-number
The administered number for a split or Split/Split Status/Split
skill.
Name/System Status
split-objective
The administered objective for a split -- or skill.
split-oldest-call- The time that the oldest call has been System Status
waiting
waiting for a split or skill.
split-percent-inservice-level
The percentage of calls that an agent answered within the administered service level for a split or skill.
System Status/Split/ Split Summary
split-total-acdtalk-time
The total time that an agent spent on -- a split or skill calls and on direct agent calls to the split or skill.
split-total-aftercall-time
The total time that an agent spent in call-related ACW for a split or skill and non-call-related ACW for any split or skill during a specific time period, excluding the time spent on incoming or outgoing extension calls while in ACW.
Split/Split Summary
Field or column heading in the report ABAND CALLS
FLOW IN
FLOW OUT
CALLS WAIT -- SPLIT SPLIT -- OLDEST CALL % WITHIN SERVICE LEVEL -- TOTAL AFTER CALL
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VuStats Display Format screen
VuStats data type
Description
BCMS report
split-total-auxtime
The total time that an agent spent in AUX work for a split or skill.
Split/Split Summary
total-acd-calltime
total-acd-talktime
The total talk time plus the total hold -- time for split or skill and direct agent calls.
The total time that agents spent
--
talking on split or skill calls and direct
agent calls.
total-after-calltime
The total time that an agent spent in call-related or non-call-related ACW for any split during a specific time period, excluding the time spent on incoming or outgoing extension calls while in ACW.
Agent/Agent Summary
With EAS, all non-call-related ACW time is associated with the first skill that the agent logged in to.
total-aux-time
The total time that an agent spent in Agent/Agent AUX work for all splits or skills that the Summary agent was logged in to.
If an agent entered AUX work in one interval but ended AUX work in another, the system tracks the time spent in each interval.
Agent reports also include OTHER time
total-availabletime
The total time that an agent is available in a split or skill.
Agent
total-hold-time
The total time ACD calls are on hold at an agent phone. This time is the caller hold time and is independent of the agent work mode. The system does not include the hold time for nonACD calls.
Agent
total-staffed-time
The total time that an agent is logged in to more than one split or skill during a specific period or day. An agent is clocked for staff time as long as the agent is logged in to a split or skill.
Agent
Field or column heading in the report TOTAL AUX/OTHER -- -- TOTAL AFTER CALL
TOTAL AUX/OTHER
TOTAL AVAIL TIME TOTAL HOLD TIME
TOTAL TIME STAFFED
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Screen reference
Required and allowed fields for agent and agent-extension data types
VuStats data type acd-calls agent-extension agent-name agent-state average-acd-call-time average-acd-talk-time average-extension-time call-rate current-reason-code current-reason-code-name elapsed-time-in-state extension-calls extension-incoming-calls extension-outgoing-calls percent-acd-call-time shift-acd-calls shift-aux-time-1 shift-aux-time-2 shift-aux-time-3 shift-aux-time-4 shift-aux-time-5 shift-aux-time-6 shift-aux-time-7 shift-aux-time-8 shift-aux-time-9 shift-aux-time-all shift-aux-time-default shift-aux-time-non-default shift-aux-time-reason-code shift-average-acd-talk-time skill-level split-acceptable-service-level split-acd-calls split-after-call-sessions
Format � � � � required required required � � � � � � � � � required required required required required required required required required required required required required required � required � �
Period required � � � required required required required � � � required � � required � � � � � � � � � � � � � � � � � required �
Threshold allowed � � � allowed allowed allowed allowed allowed allowed � allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed � � allowed allowed
Reference required � � required � required � � � � � � � � � required � � � � � � � � � � � � � required required required required required
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VuStats data type split-agents-available split-agents-in-after-call split-agents-in-aux-1 split-agents-in-aux-2 split-agents-in-aux-3 split-agents-in-aux-4 split-agents-in-aux-5 split-agents-in-aux-6 split-agents-in-aux-7 split-agents-in-aux-8 split-agents-in-aux-9 split-agents-in-aux-all split-agents-in-aux-default split-agents-in-aux-non-default split-agents-in-other split-agents-on-acd-calls split-agents-on-extension-calls split-agents-staffed split-average-acd-talk-time split-average-after-call-time split-average-speed-of-answer split-average-time-to-abandon split-call-rate split-calls-abandoned split-calls-flowed-in split-calls-flowed-out split-calls-waiting split-extension split-name split-number split-objective split-oldest-calling-waiting split-percent-in-service-level split-total-acd-talk-time split-total-after-call-time
Format � � � � � � � � � � � � � � � � � � required required required required � � � � � � � � � required � required required
Period � � � � � � � � � � � � � � � � � � required � required required � required required required � � � � � � required required required
VuStats Display Format screen
Threshold allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed � � � � allowed allowed allowed allowed
Reference required required required required required required required required required required required required required required required required required required required required required required required required required required required required required required required required required required required
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Screen reference
VuStats data type split-total-aux-time time-agent-entered-state total-acd-call-time total-acd-talk-time total-after-call-time total-aux-time total-available-time total-hold-time total-staffed-time
Format required � required required required required required required required
Split or Skill data types
VuStats data type Description
Period required � required required required required required required required
Threshold allowed � allowed allowed allowed allowed allowed allowed allowed
BCMS report
acceptable-servicelevel
acd-calls after-call sessions agents-available
agents-in-after-call agents-in-aux-1
agents-in-aux-2
The number of seconds within which Split Status/Split agents must answer calls.
The system identifies this data type for each hunt group and begins tracking the data type when a call enters a vector.
Split or skill calls and direct agent calls answered by an agent.
Split Status/VDN Status/Agent
The number of times that all agents have entered the After Call Work (ACW) mode.
The number of agents who are currently available to receive ACD calls. The system includes agents in the auto-in or manual-in work mode.
-- Split Status
The number of agents who are currently in the ACW mode.
Split Status
The number of agents currently in -- the Auxiliary (AUX) work mode for reason code 1 for the referenced skill.
The number of agents currently in -- AUX work for reason code 2 for the referenced skill.
Reference required required � � � � � � �
Field or column heading in the report Acceptable Service Level
ACD CALLS --
Avail
ACW --
--
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VuStats Display Format screen
VuStats data type Description
BCMS report
agents-in-aux-3 agents-in-aux-4 agents-in-aux-5 agents-in-aux-6 agents-in-aux-7 agents-in-aux-8 agents-in-aux-9 agents-in-aux-all agents-in-aux-default
agents-in-aux-nondefault agents-in-other
agents-on-acd-calls
The number of agents currently in AUX work for reason code 3 for the referenced skill.
The number of agents currently in AUX work for reason code 4 for the referenced skill.
The number of agents currently in AUX work for reason code 5 for the referenced skill.
The number of agents currently in AUX work for reason code 6 for the referenced skill.
The number of agents currently in AUX work for reason code 7 for the referenced skill.
The number of agents currently in AUX work mode for reason code 8 for the referenced skill.
The number of agents currently in AUX work for reason code 9 for the referenced skill.
The number of agents currently in AUX work for all reason codes for the referenced split or skill.
The number of agents currently in AUX work for the default reason code 0 for the referenced split or skill.
The number of agents currently in AUX work for reason codes 1 through 99 for the referenced skill.
The number of agents who are currently on a call for another split, in the ACW work mode for another split, have a call on hold but are not in another state, or have a call ringing at their terminal, or are dialing a number when in the auto-in or manual-in work mode.
The number of agents who are currently on split or skill or direct agent ACD calls for a specific split.
-- -- -- -- -- -- -- Split Status -- -- Split Status
Split Status
Field or column heading in the report -- -- -- -- -- -- -- AUX --
-- Other
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Screen reference
VuStats data type Description
BCMS report
agents-on-extension- The number of agents in a specific
calls
split who are currently on non-ACD
calls.
Split Status
agents-staffed
The number of agents who are currently logged in to the specified split.
Split Status
average-acd-talktime
The average talk time for ACD calls during a specific period or day for a specified split.
System Status/Split
average-after-calltime
The average time for call-related ACW completed by agents in this split. Call-related ACW time is recorded when an agent leaves ACW. If an agent is in call-related ACW when an interval completes, the system records the ACW time for the interval in which the agent leaves ACW.
System Status
average-speed-ofanswer
The average speed for answering for a split or skill and direct agent calls that have completed for a specified split or skill during a specified time. This includes queue time and ringing time for this split.
System Status/Split
average-time-toabandon
The average time that calls were in a queue before the callers abandoned the calls.
System Status/Split
call-rate calls-abandoned
The current rate of ACD calls handled by each agent every hour for all splits or skills.
The number of abandoned calls.
-- System Status/Split
calls-flowed-in
The total number of calls for a specific split that were received as a coverage point (intraflowed) from another internally-measured split, or were call-forwarded (interflowed) to the split.
Split Report/Split Summary
The system does not include calls that were interflowed from a remote server by the Look Ahead Interflow (LAI) feature.
Field or column heading in the report Extn Staffed AVG TALK TIME AVG AFTER CALL
AVG SPEED ANS
AVG ABAND TIME -- ABAND CALLS FLOW IN
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VuStats Display Format screen
VuStats data type calls-flowed-out
calls-waiting oldest-call-waiting
percent-in-servicelevel split-extension split-name split-number split-objective total-acd-talk-time total-after-call-time
total-aux-time
Description
BCMS report
The number of calls the split extended to its coverage point, calls that call-forward out or are answered by call pickup, calls that queued to this split as a primary split and were answered or abandoned from ringing in another split.
Split Report/Split Summary
Field or column heading in the report
FLOW OUT
The number of calls that reach a
System Status
split or skill but have not been
answered, abandoned, or outflowed.
The time that the oldest call has been waiting in the split or skill.
System Status
CALLS WAIT OLDEST CALL
The system begins tracking when a call enters a split or skill.
The percentage of calls offered to the split that agents answered within the service level administered on the hunt group screen.
System Status/Split Report/Split Summary
% IN SERV LEVL
The administered extension for a split.
The administered name for a split.
--
--
Split/Split Status/Split SPLIT Name/System Status
The administered number for a split. Split/Split Status/Split SPLIT Name/System Status
The administered objective for a
--
--
split.
The total time agents spent talking --
--
on split or skill calls and direct agent
calls for this split.
The total time agents spent in callrelated or non-call-related ACW for any split during a specific time period.
Split Report/Split Summary
TOTAL AFTER CALL
The total time agents spent in AUX work for all reason codes for the referenced split or skill during the administered period.
Split Report/Split Summary
TOTAL AUX/ OTHER
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Screen reference
Required and allowed fields for split data types
VuStats data type acceptable-service-level acd-calls after-call sessions agents-available agents-in-after-call agents-in-aux-1 agents-in-aux-2 agents-in-aux-3 agents-in-aux-4 agents-in-aux-5 agents-in-aux-6 agents-in-aux-7 agents-in-aux-8 agents-in-aux-9 agents-in-aux-all agents-in-aux-default agents-in-aux-non-default agents-in-other agents-on-acd-calls agents-on-extension-calls agents-staffed average-acd-talk-time average-after-call-time average-speed-of-answer average-time-to-abandon call-rate calls-abandoned calls-flowed-in calls-flowed-out calls-waiting oldest-calling-waiting percent-in-service-level split-extension split-name
Format required � � � � � � � � � � � � � � � � � � � � required required required required � � � � � required � � �
Period � required � � � � � � � � � � � � � � � � � � � required � required required � required required required � � required � �
Threshold � allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed � �
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VuStats Display Format screen
VuStats data type split-number split-objective total-acd-talk-time total-after-call-time total-aux-time
Format � � required required required
Period � � required required required
Threshold � � allowed allowed allowed
Trunk Group data types
VuStats data type Description
BCMS report
average-incomingcall-time average-outgoingcall-time incoming-abandonedcalls
incoming-calls
incoming-usage
number-of-trunks
outgoing-calls
outgoing-completedcalls
outgoing-usage
percent-all-trunksbusy
percent-trunks-maintbusy
Average holding time for incoming trunk calls.
Trunk Group
Average holding time for outgoing trunk calls.
Trunk Group
Incoming calls abandoned during a specified time period for a specified trunk group.
Trunk Group
Incoming calls carried by a specified trunk group.
Trunk Group
The total trunk holding time for incoming calls in hundred call seconds.
Trunk Group
The number of trunks in a specified trunk group.
Trunk Group
The number of outgoing calls carried Trunk Group by a specified trunk group.
The number of outgoing calls that received answer supervision or answer timeout.
Trunk Group
The total trunk holding time for
Trunk Group
outgoing calls in hundred call seconds.
The percent of time all the trunks in a Trunk Group specified trunk group were busy during a specified period or day.
The system begins tracking when the last trunk is seized.
The percent of time trunks were busied out for maintenance during a specified period or day.
Trunk Group
Field or column heading in the report INCOMING TIME OUTGOING TIME INCOMING ABAND
INCOMING CALLS INCOMING CCS
Number of Trunks OUTGOING CALLS OUTGOING COMP
OUTGOING CCS % ALL BUSY
% TIME MAINT
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Screen reference
VuStats data type Description
BCMS report
trunk-group-name
trunk-group-number
trunks-in-use trunks-maint-busy
The name administered for a specific trunk group.
The number administered for a specific trunk group.
The number of trunks currently in use.
The number of trunks currently busied out for maintenance.
Trunk Group
Trunk Group
-- --
Field or column heading in the report Trunk Group Name
Trunk Group Number
-- --
Required and allowed fields for trunk group data types
VuStats data type average-incoming-call-time average-outgoing-call-time incoming-abandoned-calls incoming-calls incoming-usage number-of-trunks outgoing-calls outgoing-completed-calls outgoing-usage percent-all-trunks-busy percent-trunks-maint-busy trunk-group-name trunk-group-number trunks-in-use trunks-maint-busy
Format required required � � required � � � required � � � � � �
Period required required required required required � required required required required required � � � required
Threshold allowed allowed allowed allowed allowed � allowed allowed allowed allowed allowed � � allowed allowed
VDN data types
VuStats data type Description
BCMS report
acceptable-servicelevel
The number of seconds within which agents must answer calls.
The system identifies this data type for each VDN and begins tracking the data type when a call enters a vector.
VDN Status/VDN
Field or column heading in the report Acceptable Service Level
Table continues...
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VuStats Display Format screen
VuStats data type Description
BCMS report
acd-calls average-acd-talktime average-speed-ofanswer
average-time-toabandon calls-abandoned
calls-flowed-out
calls-forced-busyor-disc calls-offered
calls-waiting
non-acd-callsconnected oldest-callingwaiting
percent-in-servicelevel
The split or skill calls and direct agent VDN Status calls answered by an agent.
The average talk time for ACD calls during a specified period or day for a specified VDN.
VDN Status/Split
The average speed for answering ACD VDN
and CONNect calls that were
Status/VDN/VDN
completed for a specified VDN during Summary
a specified time. The system includes
the time in vector processing.
The average time that calls were in a queue before the callers abandoned the calls.
VDN Status/VDN
The number of abandoned calls.
VDN Status/VDN/VDN Summary
The total number of calls for a specific VDN that successfully routed to another VDN or off the communication server.
VDN Status/VDN/VDN Summary
The number of calls that received a forced busy or a forced disconnect tone.
VDN Status/VDN/VDN Summary
All calls offered to a VDN, including ACD calls, connected calls, abandoned calls, busy calls, disconnected calls, and outflow calls.
VDN Status/VDN/VDN Summary
The number of calls that reach a VDN but have not been answered, abandoned, or outflowed.
VDN Status
The number of non-ACD calls routed from a specific VDN that were connected to an extension.
VDN Status/VDN/VDN Summary
The time that the oldest call has been VDN Status waiting in the VDN.
The system begins tracking when a call enters a vector.
The percentage of calls offered to the VDN that agents answer within the service level that you administer for the VDN.
VDN Status/VDN/VDN Summary
Field or column heading in the report ACD CALLS AVG TALK HOLD AVG SPEED ANS
AVG ABAND TIME ABAND CALLS FLOW OUT
CALLS BUSY/DISC CALLS OFFERED
CALLS WAIT CONN CALLS OLDEST CALL
% IN SERV LEVL
Table continues...
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Screen reference
VuStats data type Description
BCMS report
total-acd-talk-time
vdn-extension vdn-name
The total time agents spent talking on split or skill calls and direct agent calls.
The extension of a VDN.
The name of a VDN.
--
VDN Status/VDN VDN Status/VDN Summary
Field or column heading in the report --
VDN EXT VDN NAME
Required and allowed fields for VDN data types
VuStats data type acceptable-service-level acd-calls average-acd-talk-time average-speed-of-answer average-time-to-abandon calls-abandoned calls-flowed-out calls-forced-busy-or-disc calls-offered calls-waiting non-acd-calls-connected oldest-calling-waiting percent-in-service-level total-acd-talk-time vdn-extension vdn-name
Format required � required required required � � � � � � required � required � �
Period � required required required required required required required required � required � required required � �
Threshold � allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed allowed � �
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Chapter 3: Administering features
AAS
Before you begin Ensure that Automatic Call Distribution (ACD) is active for the system. Procedure
1. At the command prompt, type change hunt-group xxx, where xxx is the number of the hunt group. Press Enter.
2. In the AAS field, select y to use the hunt group as Auto-Available Split/Skill (AAS). 3. Press Enter to save the changes. 4. At the command prompt, type change agent-loginid xxx, where xxx is the login ID
of the agent. 5. In the AAS field, select y to use the login ID as an AAS port. 6. Press Enter to save the changes.
Abandoned Call Search
Procedure 1. At the command prompt, type change trunk-group xxx, where xxx is the number of the trunk group. Press Enter. 2. In the Abandoned Call Search field, select y for each Central Office (CO), Foreign eXchange (FX), and Wide Area Telecommunications Service (WATS) trunk group. 3. Press Enter to save the changes.
Add/Remove Skills
Administer Add/Remove Skills on the following screens.
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Administering features Screen title Class of Restriction (COR) Class of Service
Feature Access Code (FAC)
Hunt Group Language Translations
Field title Add/Remove Agent Skills on page 1 of the screen. Console Permissions on page 1 of the screen.
You must administer this field so that supervisors can change third-party skill. Add Agent Skill Access Code and Remove Agent Skill Access Code on page 6 of the screen under the Miscellaneous header.
The fields do not apply to the 96X1 SIP agent deskphones. COR on page 1 of the screen and Skill on page 2 of the screen. On page 5 of the screen under Miscellaneous features. Provide translations for the following fields:
� Add Skill: Enter number, then # sign
� Remove Skill: Enter number, then # sign
� Enter skill level, then # sign
� Enter Agent LoginID
Adding skills
About this task The system plays an intercept tone if a station user:
� Does not log in to the system. � Does not have a Class of Restriction (COR) number that permits the user to change skills. � Has the maximum number of assigned skills and attempts to add another skill. � Types a skill that is not a valid skill hunt group. A supervisor can change agent skills if the supervisor has console permissions in addition to the COR number. The system plays a reorder tone if a move is pending from Call Management System (CMS) or Communication Manager.
Note: 96X1 SIP agent deskphones do not support this feature. Procedure 1. Go off-hook on an idle call appearance.
The system plays a dial tone. 2. Type the Add Skill Feature Access Code (FAC). You can administer this FAC on the
Abbreviated Dial (AD) button.
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Add/Remove Skills
The system plays the dial tone again and displays the following message on a deskphone with a display screen: Add Skill: Enter number, then the pound (#) sign. 3. Type the skill number with or without the leading zeros, and press the pound (#) sign on the deskphone. 4. Assign a skill level from 1 and 16, and press the pound (#) sign on the deskphone. Result If the skill assignment is valid, the system plays a confirmation tone and displays the new skill on the deskphone for five seconds.
Removing skills
About this task The system plays an intercept tone if a station user:
� Does not log in to the system. � Does not have a Class of Restriction (COR) number that permits the user to change skills. � Attempts to remove an unassigned skill. � Attempts to remove a skill from a login ID that has only one assigned skill. A supervisor can change agent skills if the supervisor has console permissions in addition to the COR number. The system plays a reorder tone if: � An agent is on an ACD call or in the After Call Work (ACW) mode for the skill. � A direct agent call is in a queue for the skill. � A move is pending from Call Management System (CMS) or Communication Manager. Procedure 1. Go off-hook on an idle call appearance.
The system plays a dial tone. 2. Type the Remove Skill Feature Access Code (FAC). You can administer this FAC on the
Abbreviated Dial (AD) button. The system plays the dial tone again and displays the following message on a deskphone with a display screen: Remove Skill: Enter skill, then the pound (#) sign. 3. Type the skill number with or without the leading zeros, and press the pound (#) sign on the deskphone. Result The system plays a confirmation tone if the system removes the skill. You can view the other skill assignments on the deskphone for five seconds.
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Administering features
Changing skills from a voice terminal
The procedure for changing skills from a voice terminal with console permission is the same as for agents changing their skills except that after entering the Add Skill or Remove Skill FAC, the voice terminal user must enter the agent login ID. The user must have the Add or Remove Skills Class of Restriction (COR) and a Console Permissions Class of Service (COS).
Agent Call Handling
Before you begin Ensure that Automatic Call Distribution (ACD) and Expert Agent Selection (EAS) are active for the system. Procedure
1. Administer the following fields on the Vector Directory Number screen: � VDN Timed ACW Interval � After Xfer or Held Call Drops
2. Administer the following fields on the Hunt Group screen for the skill number that is associated with the VDN: � Timed ACW Interval (sec) � After Xfer or Held Call Drops � Forced Entry of Stroke Counts or Call Work Codes You can view the associated skill numbers in the following fields on the Vector Directory Number screen: � 1st Skill � 2nd Skill � 3rd Skill
3. Administer the Auto Answer field on the Station screen of the associated station so that the station automatically receives calls. If the field entry in the Group Extension field on page 1 of the Hunt Group screen matches the field entry in the Hunt-to Station field on page 1 of the Station screen, the station is associated with the hunt group.
4. Administer features buttons on the Station screen. You can administer the Active Station Ringing field for Digital Communication Protocol (DCP) and hybrid phones and the Idle/Active Ringing field for CallmasterTM phones.
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Agent Call Handling
5. Administer the following fields on the Feature Access Code (FAC) screen: � After Call Work Access Code � Assist Access Code � Auto-in Access Code � Aux Work Access Code � Login Access Code � Logout Access Code � Manual-in Access Code
6. Administer all the fields on the Agent LoginID screen.
Caller information
Procedure 1. Administer callr-info on the Station screen as a feature button. 2. For one-line display phones, select y in the Enhanced Callr-Info display for 1-line phones field on the Station screen. Administer the Enhanced Callr-Info display for 1-line phones field to determine when Communication Manager must clear the caller information (callr-info).
Note: The Clear callr-info field applies for one-line display phones if you: � Select a one-line phone type in the Type field on the Station screen. � On the Station screen, select y in the Enhanced Callr-Info display for 1-line
display phones field. 3. On page 13 of the Feature-Related System Parameters screen, select one of the following
options in the Clear Callr-info field: � leave-ACW � next-call: This field option is the default. � on-call-release 4. Administer the Callr-info Display Timer (sec) field on the Feature-Related System Parameters screen for softphones, H.323 phones, and one-line display phones that have the Enhanced Callr-Info display for 1-line phones field set to n. The Enhanced Callr-Info display for 1-line phones field does not apply to two-line display phones, 96X1 SIP phones, 96X1 H.323 phones, and softphones.
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Administering features
Agent/Caller Disconnect Tones
Procedure 1. At the command prompt, type change system-parameters features and press Enter. 2. In the Agent/Caller Disconnect Tones field, select y to play one of the two distinct disconnect tones that indicate whether the caller or the agent disconnected the call first.
Agent Mobility
Before you begin � See the "Extension to Cellular" topic in Avaya Aura� Communication Manager Feature Description and Implementation guide and the Avaya Extension to Cellular User Guide. � Ensure sufficient licensing of Off-PBX Telephones - type EC500 is available. � Administer the Expert Agent Selection (EAS) Enabled field on the Feature-Related System Parameters screen as y. For more information, see "Expert Agent Selection". � Add the agent ID and configure the required hunt group or VDN Contact center administration. Agent LoginID and other Call Center Elite administration is the same for both mobile and local agents. � Configure Timed-ACW on skills that route to mobile agents. This gives agents the time to change work-modes in-between calls.
Procedure 1. Ensure that the agent's station extension is of type DCP or H.323 using a unique station extension for each mobile agent.
Note: Avaya one-X� Agent does not support Agent Mobility. 2. Ensure that the station is EC500-enabled and specify the Service Link mode as asneeded. 3. (Optional) Add station buttons, ec500 and extnd-call. 4. (Optional) If mobile agents require to perform transfer or conference, configure at least three line appearances on the station where the agent is logged in.
Note: When mobile agents perform any ACD operations, such as answer, hold, release, and transfer using applications that use ASAI/AES, the ACD operations are performed on the deskphone instead of the mobile phone. If agents are going to perform "Conference On Answer", configure the no-hld-conf button on the station where the agent is logged in.
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Automatic Call Distribution
5. On the Off-PBX-Telephone Station-Mapping screen, add EC500 entry for station extension to a PSTN mobile phone. Important: You must use the EC500 application and can use only one EC500 application per station extension.
6. Configure Agent work mode related Feature Name Extensions (FNEs) on the EXTENSIONS TO CALL WHICH ACTIVATE CALL CENTER FEATURES BY NAME page on the feature-name-extensions screen. Note: You must also administer Feature Access Codes for each agent FNE except the Agent Availability Query FNE. You can configure the following agent FNEs: � After Call Work Access Code � Agent Availability Query Access Code � Auto-In Access Code � Aux Work Access Code � Login Access Code � Logout Access Code � Manual-in Access Code For more information, see "Off-PBX Feature-Name-Extensions screen".
Automatic Call Distribution
Administer Automatic Call Distribution (ACD) on the following screens: � Abbreviated Dialing � Agent Login ID � Announcement/Audio Sources � Call Vectors � Class of Service � Date and Time � Dial Plan Parameters � Dial Plan Analysis Table � Feature Access Code (FAC)
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Administering features
� Feature-Related System-Parameters � Hunt Group � Media Gateway � Station � System-Parameters Customer-Options � Trunk Group � Vector Directory Number (VDN)
Avaya IQ measurements
Before you begin EAS and Universal Call Identification (UCID) must be active for the system. Procedure
1. Add a row to the Avaya IQ and Call Management System (CMS) table to administer the following screens: � Feature-Related System Parameters � Processor Channel Assignment
2. In the Measured field on the following screens, select y: � Hunt Group � Trunk Group � Vector Directory Number (VDN)
Basic Call Management System
Before you begin Ensure that all agents have logged out of the system and the field option in the following fields on the System-Parameter Customer-Options screen is y:
� ACD � BCMS (Basic) � BCMS/VuStats Service Level � VuStats
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Administering Business Advocate
Procedure 1. In the Measured field on the Trunk Group screen, select both or internal. 2. Administer the following fields on the Call Center System Parameter pages of the FeatureRelated System Parameters screen: � BCMS/VuStats LoginIDs � BCMS/VuStats Measurement Interval � BCMS/VuStats Abandon Call Timer (seconds) � Clear VuStats Shift Data � Validate BCMS/VuStats Login IDs 3. Administer the Measured and Acceptable Service Level (sec) fields on the Vector Directory Number screen. 4. Administer the Measured and Service Level Target (% in sec) fields on the Hunt Group screen for the skill number that is associated with the VDN. You can view the associated skill numbers in the following fields on the Vector Directory Number screen: � 1st Skill � 2nd Skill � 3rd Skill 5. Administer all the fields on the BCMS/VuStats Login ID and Agent Login ID screens when you use BCMS with Expert Agent Selection (EAS).
Administering Business Advocate
Administer Business Advocate through one of the following: � Communication Manager: To create new login IDs. � CMS Supervisor: To administer existing agent login IDs. Note: Do not administer Business Advocate and Service Level Maximizer (SLM) on the same system as these two features are mutually exclusive.
The following table lists the tasks that you can perform through Communication Manager and CMS Supervisor.
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Administering features
Administration tasks Activating Service Objective (SO) by agent. Adding or deleting skills per agent. Administering call handling preference. Administering call selection measurement. Administering Dynamic Queue Position (DQP). Administering hunt group types. Administering Service Level Supervisor (SLS). Administering SO by skill. Assigning reserve agents. Creating agent login IDs. Creating hunt groups. Including After Call Work (ACW) in Least Occupied Agent (LOA) calculations. Viewing or changing agent skills.
Communication Manager
Yes
Yes Yes Yes
Yes
Yes
Yes
Yes Yes Yes Yes
Yes
Yes
CMS Supervisor
Yes
Yes Yes No
No
No
No
No Yes No No
No
Yes
Business Advocate screen reference
The following table lists the screens and the fields for agent, skill, system, and VDN levels of administration.
Screen title Agent-level administration
Agent LoginID
Skill-level administration Hunt Group
Field title
Call Handling Preference � greatest-need � percent-allocation � skill-level Direct Agent Calls First Percent Allocation (PA) Reserve Level (RL) Service Objective
Activate on Oldest Call Waiting Dynamic Percentage Adjustment
Table continues...
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Best Service Routing
Screen title
System-level administration Feature-Related System Parameters VDN-level administration Vector Directory Number (VDN)
Field title Dynamic Queue Position Dynamic Threshold Adjustment Expected Call Handling Time (sec) Group Type � ead-loa � ead-mia � pad � ucd-loa � ucd-mia Level 1 Threshold (sec) Level 2 Threshold (sec) Service Level Supervisor Service Level Target (%) Service Objective
ACW Agents Considered Idle AUX Agent Remains in LOA Queue AUX Agents Considered Idle (MIA) Auto Reserve Agents Call Selection Measurement MIA Across Splits/Skills Service Level Supervisor Call Selection Override
Service Objective
Best Service Routing
Singlesite BSR
Before you begin Ensure that the following fields are administered for the system:
� Adjunct CMS Release on the Feature-Related System Parameters screen.
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� G3 Version, Vectoring (G3V4 Advanced Vector Routing), and Vectoring (Best Service Routing) on the System-Parameters Customer-Options screen.
� CPN Prefix, Ext Len, and Ext Code on the ISDN Numbering - Public/Unknown screen. Ensure that the Call Vector screen is administered for each vector that uses Best Service Routing (BSR). Procedure
1. At the command prompt, type add vdn xxx or change vdn xxx, where xxx is a valid Vector Directory Number (VDN) extension as defined in the system dial plan. Press Enter.
2. In the Allow VDN Override field, select y to allow the settings of the subsequent VDN to replace the settings of the current VDN.
3. In the BSR Available Agent Strategy field, select one of the following field options: � 1st-found � ead-loa � ead-mia � ucd-loa � ucd-mia When this VDN is the active VDN for a vector that uses BSR, Available Agent Strategy determines how calls are directed when more than one of the specified resources have available, that is, idle agents. If there is only one split or skill with available agents, Communication Manager delivers calls to that resource.
4. Press Enter to save your changes.
Multisite BSR
Administer multisite BSR on the following screens.
Screen title System-Parameters Customer-Options
Feature-Related System Parameters Trunk Group (ISDN-BRI) Settings in the fields Codeset to Send TCM, Lookahead and Send Codeset 6/7 LAI IE on the ISDN trunk screen do not affect BSR.
Field title � G3 Version � Vectoring (Best Service Routing) � Vectoring (G3V4 Advanced Routing) � Look-Ahead Interflow (LAI) Adjunct CMS Release � Outgoing Display � Supplementary Service Protocol � UUI Treatment
Table continues...
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Best Service Routing
Screen title Trunk Group (ISDN-PRI)
Trunk Group (SIP) Best Service Routing Application Plan Vector Directory Number
Call Vector
Field title � Outgoing Display
� Supplementary Service Protocol
� UUI Treatment UUI Treatment Complete one screen for each BSR application. � BSR Application
� BSR Available Agent Strategy Complete a screen for each vector, that is, primary, status poll, and interflow vectors, in a BSR application.
Related links Look-Ahead Interflow on page 154 UUI Treatment for ISDN trunks on page 172 UUI Treatment for SIP trunks on page 173
BSR Local Treatment
Before you begin Ensure that the following fields on the System-Parameters Customer-Options screen are administered as y:
� Look-Ahead Interflow (LAI) � BSR Local Treatment for IP & ISDN � Vectoring (Best Service Routing)
Important: You must administer the BSR Local Treatment field as y on both the local and remote VDNs. If you administer the field as n for the local VDN and y for the remote VDN, Communication Manager displays an ISDN_PROGRESS message with a progress indicator of in-band information. The local Communication Manager treats this type of progress message as invalid unless the local treatment flag is set and all interflow attempts result in dropped calls. Procedure 1. At the command prompt, type change vdn xxx, where xxx is the number of the VDN.
Press Enter. 2. In the BSR Local Treatment field, select y. 3. Press Enter to save the changes.
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BSR Tie Strategy
Before you begin Ensure that the following fields are administered for the system.
� Vectoring (Prompting) or Vectoring (Basic) on the System-Parameters Customer-Options screen is administered as y.
� Attendant Vectoring and Meet-me Conferencing on the Vector Directory Number screen are administered as n.
Procedure 1. At the command prompt, type change system-parameters features and press Enter. 2. In the BSR Tie Strategy field on the Feature-Related System Parameters screen, select one of the following options: � 1st-found � alternate 3. Press Enter to save the changes. 4. At the command prompt, type change vdn xxx, where xxx is the number of the VDN. Press Enter. 5. In the BSR Tie Strategy field, select one of the following fields: � 1st-found � alternate � system 6. Press Enter to save the changes.
Administering BSR polling over IP without the B-channel
Before you begin � You must administer multisite BSR. If the Communication Manager version is lower than R11, the CISC SETUP does not start vector processing and the poll operation ends in a time out, logging a vector event. Vector processing continues with the next step. � You must set the following fields to y: - IP Trunk - QSIG Basic Call Setup - QSIG Basic Supplementary Services � You must have the TN799 C-LAN circuit pack to support D-channel signaling.
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Best Service Routing
About this task You can configure BSR polling to prevent using a Bearer (B) channel when a polling signal is sent over an H.323 IP trunk. This feature offers the following advantages:
� Improved trunk efficiency: BSR polling uses QSIG Call Independent Signaling Connections/ Temporary Signaling Connections (CISC/TSCs) that send BSR polls over the D-channel without associated seizure of a B-channel. With this polling strategy, more trunk bandwidth is available for other forms of voice or data traffic.
� Reduced hardware requirements: If you do not require the Voice over IP (VoIP) functionality for the trunk, an IP Media Processor (MedPro) circuit pack (TN2302) is not required. Note: BSR polling over IP without the B-channel uses non-call associated TSCs.
Procedure 1. Set up the signaling group for H.323, QSIG, and NCA-TSCs. 2. Set up the designated trunk group for ISDN and IP with a minimum of one assigned trunk.
Important: If an IP MedPro circuit pack is not installed, the Trunk Group Status screen indicates the trunk as out-of-service. The circuit pack installation does not affect the status poll signaling over the D-channel.
The Pattern screen
Procedure 1. Enter the display route-pattern xx command to view the Pattern screen. Where xx is the route pattern used by the trunk group that supports TSCs. 2. In the TSC column, set the value to y.
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Result
A sample of the Pattern screen configured for BSR polling over IP without the B-channel is as follows.
display route-pattern 32
Page 1 of 3
Pattern Number: 32
Grp FRL NPA Pfx Hop Toll No. Inserted
DCS/ IXC
No
Mrk Lmt List Del Digits
QSIG
Dgts
Intw
1: 32 0
3
n user
2:
n user
3:
n user
4:
n user
5:
n user
6:
n user
BCC VALUE TSC
CA-TSC ITC BCIE Service/Feature BAND No. Numbering LAR
0 1 2 3 4 W
Request
Dgts Format
Subaddress
1: y y y y y n y
as-needed rest
none
2: y y y y y n n
rest
none
3: y y y y y n n
rest
none
4: y y y y y n n
rest
none
5: y y y y y n n
rest
none
6: y y y y y n n
rest
none
The BSR screen
Procedure
1. Enter the display best-service-routing xx command to view the Best Service Routing screen. Where xx is a BSR application plan number.
2. The Status Poll VDN field must specify an AAR or AAS pattern that routes over an IP trunk.
Important:
Do not specify a Trunk Access Code (TAC) in the Status Poll VDN field. If you specify a TAC, the poll routes through a B-channel, if a B-channel is available.
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Best Service Routing
The Signaling Group screen
Procedure
1. Enter the display signaling-group xx command to view the Signaling Group screen. Where xx is the signaling group number.
2. Specify the TSC related fields in the upper-right corner of the field.
The following are relevant fields:
� Max number of NCA TSC
� Trunk group for NCA TSC
3. Set the Supplementary Services Protocol field to b.
Result
A sample of the Signaling Group screen configured for BSR polling over IP without the B-channel is as follows.
display signaling-group 32
SIGNALING GROUP
Group Number: 32
Group Type: h.323
Remote Office? n Max number of NCA TSC: 10
Max number of CA TSC: 10
Trunk Group for NCA TSC: 32
Trunk Group for Channel Selection: 32
Supplementary Service Protocol: b Network Call Transfer? n
Near-end Node Name: clan-01D12
Far-end Node Name: cland12-loop
Near-end Listen Port: 1720
Far-end Listen Port: 1720
Far-end Network Region:
LRQ Required? n
Calls Share IP Signaling Connection?y
RRQ Required? n
Bypass If IP Threshold Exceeded?n
Direct IP-IP Audio Connections?y
IP Audio Hairpinning?y
Interworking Message: PROGress
The Trunk Group screen
Procedure
1. Enter the display trunk-group xx command to view the Trunk Group screen. Where xx is the signaling group number.
2. Set the Group Type field to isdn.
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3. Set the Carrier Medium field to IP.
4. Set the Supplementary Service Protocol field to b.
display trunk-group 32
TRUNK FEATURES
ACA Assignment? n
Measured: none
Internal Alert? n
NCA-TSC Trunk Member: 1
Data Restriction? n
Page 2 of 22
Wideband Support? n Maintenance Tests? y
Send Name: y
Send Calling Number: y
Used for DCS? n
Hop Dgt? n
Suppress # Outpulsing? n Numbering Format: public
Outgoing Channel ID Encoding: preferred
UUI IE Treatment: service-provider
Replace Restricted Numbers? n
Replace Unavailable Numbers? n
Send Connected Number: n
Send UCID? y
Send Codeset 6/7 LAI IE? n
Path Replacement with Retention? n
Path Replacement Method: better-route
Network (Japan) Needs Connect Before Disconnect? n
5. Specify a trunk group member in the NCA-TSC Trunk Member field.
6. You must associate the group member used to make the BSR status polls with an appropriate signaling group. Specify The signaling group in the "Sig Grp" column. The group member is also specified in the NCA-TSC Trunk Member field on page 2 of the Trunk Group screen.
The Feature-Related System Parameters screen (ISDN)
Procedure
1. Enter the change system-parameters feature command to view the FeatureRelated System Parameters screen.
2. Specify an unassigned extension number for the dial plan in the QSIG TSC Extension field.
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Call Prompting
Result
A sample of the Feature-Related System Parameters screen configured for BSR polling over IP without the B-channel is as follows.
change system-parameters features
Page 7 of 12
FEATURE-RELATED SYSTEM PARAMETERS
ISDN PARAMETERS
Send Non-ISDN Trunk Group Name as Connected Name? n
Display Connected Name/Number for ISDN DCS Calls? n
Send ISDN Trunk Group Name on Tandem Calls? n
QSIG TSC Extension: 3999
MWI - Number of Digits Per Voice Mail Subscriber: 5
National CPN Prefix:
International CPN Prefix:
Pass Prefixed CPN to ASAI? n
Unknown Numbers Considered Internal for AUDIX? n
USNI Calling Name for Outgoing Calls? n
Path Replacement with Measurements? y
QSIG Path Replacement Extension: 2999
Path Replace While in Queue/Vectoring? y
Call Prompting
Administer Call Prompting on the following screens.
Screen title System-Parameters Customer-Options
Feature-Related System Parameters Vector Directory Number Announcements/Audio Sources
Hunt Group Call Vector Station (multi-appearance) Attendant Console
Field title Vectoring (Prompting)
Vectoring (CINFO)
ISDN-PRI - for CINFO only Prompting Timeout Complete all fields. Complete all fields for each extension that provides a Call Prompting announcement. Vector Complete the fields for each Call Prompting vector. Button/Feature Button Assignments: callr-info Button/Feature Button Assignments: callr-info
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If the Vectoring (Basic) field on the System-Parameters Customer-Options screen is administered as n, Call Prompting cannot queue calls or make conditional checks based on the queue or agent status, time of day, or day of week. Ensure that AT&T Intelligent Call Processing (ICP), ISDN-PRI and Vectoring (Prompting) are active for CINFO. You can administer callr-info for any phone equipped with a display or attendant console. When an agent presses callr-info, the phone displays the digits collected for the last collect digits command. You must administer Call Vectoring to use Call Prompting with Call Management System (CMS).
Call Vectoring
Administer Call Vectoring on the following screens.
Note: Do not change a vector while the vector is processing calls because calls already in the vector might experience problems. Instead, add a new vector and change the VDN to point to the new vector.
Screen title System-Parameter CustomerOptions
Feature-Related System Parameters
Vector Directory Number Announcements/Audio Sources Hunt Group
Field title � Vectoring (Basic) � Vectoring (G3V4 Enhanced) � Vectoring (G3V4 Advanced Routing) � Vectoring (ANI/II-Digits Routing) � Vectoring (Attendant Vectoring) � Vectoring (Holiday Vectoring) � Vectoring (Variables) � Vectoring (3.0 Enhanced) � Vector Disconnect Timer � Music/Tone on Hold � Port � Music (or Silence) on Transferred Trunk Calls Complete all fields. Complete all fields for each extension that provides a vectoring announcement. � ACD � Vector
Table continues...
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Call Vectoring
Screen title Call Vector Holiday Table Vector Routing Table
Field title Complete the screen for each vector. Complete all fields. Complete all fields.
Fields that do not allow VDN extensions You cannot enter a VDN extension in the fields listed in the following table.
Screen title Announcements/Audio Sources Call Coverage Answer Group Call Coverage Paths
Console Parameters Feature-Related System Parameters
Hospitality
Hunt Group and Agent LoginID with EAS Intercom Group Listed Directory Numbers Loudspeaker Paging and Code Calling Access Pickup Groups Remote Access Station Forms Terminating Extension Group
Field title Extension Number
Group Member Assignments
Coverage Point Assignments, other than the last coverage point in a coverage path Centralize Attendant Service (CAS) Back-up Extension � Automatic Circuit Assurance (ACA) Long Holding Time Originating
Extension � ACA Short Holding Time Originating Extension � Extensions With System wide Retrieval Permission � Controlled Outward Restriction Intercept Treatment � Controlled Termination Restriction (Do Not Disturb) � Controlled Station-to-Station Restriction � Extension of Property Management System (PMS) Log Printer � Extension of Journal/Schedule Printer � Extension of PMS � Extension to Receive Failed Wakeup LWC Messages � Supervisor Extension � Member Extensions Member Extensions LDN Extensions Extension Numbers Assigned to Codes
Member Extensions Remote Access Extension Hunt to Station Member Extensions
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Fields that allow VDN extensions
Screen title Call Coverage Paths Hunt Group Listed Directory Numbers Trunk Groups
Field title Allow it as the last coverage point only in coverage path Night Destination Night Destination � Night Destination
� Incoming Destination
You cannot enter a VDN extension as auxiliary data for the following buttons: � Bridged Appearance (brdg-app) � Data Call Setup (data-ext)
You can enter a VDN extension as auxiliary data for the following buttons: � Remote Message Waiting Indicator (aut-msg-wt) � Facility Busy Indication (busy-ind) � Manual Message Waiting (man-msg-wt) � Manual Signaling (signal)
Expert Agent Selection
Before you begin Ensure that the following fields on the System-Parameters Customer-Options screen are administered as y:
� ACD � Expert Agent Selection (EAS) � EAS-PHD � Vectoring (Basic) Ensure that the Direct Agent Calling field on the Class of Restriction screen is administered as y. Procedure 1. At the command prompt, type change system-parameters features and press
Enter. 2. Administer the following fields on the Feature-Related System Parameters screen:
� Direct Agent Announcement Extension/Delay � Expert Agent Selection (EAS) Enabled � Message Waiting Lamp Indicates Status For
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Expert Agent Selection
� Minimum Agent-loginID Password Length � Work Mode on Login 3. Press Enter to save the changes. Result Skill hunt groups replace splits. Help messages, error messages, and field titles change from split to skill. Physical aspects of the phone, such as the set type and button layout, do not change as these aspects are associated with the phone and not the login ID.
EAS-related fields
Administer the following fields related to EAS. Screen title Agent Login ID Call Vector CDR System Parameters Dial Plan Analysis Table and Dial Plan Parameters
Hunt Group
Station Vector Directory Number
Field title
Administer all fields.
Administer the fields and edit vectors.
Record Called Vector Directory Number Instead of Group or Member
All fields related to EAS for assignment of digits to the agent login IDs.
Agent login IDs can be from 3 to 16 digits and must be in the dial plan, but the IDs must be different from the assigned phone extensions.
� ACD
� Group Type
� Skill
� Vector
If the Message Center field is administered as AUDIX, you must administer the ACD and Skill fields as y. You can administer the Vector field as y or n.
EAS works with a single set of work mode button. Use this screen to remove additional sets of buttons.
� 1st Skill
� 2nd Skill
� 3rd Skill
Administering these fields is optional.
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Other parameters that support EAS Agent LoginID
Parameters Abbreviated Dialing (AD) buttons 7103A Enhanced Group Personal System Agent-LoginID Port extension Announcements Buttons abrdg_app aut-msg-wt brdg_app busy-ind data_ext man_msg_wt q-calls q-time signal Call processing Auto callback Call forward from agent login ID Call forward to agent login ID Call park Hundreds group LWC retriever gets last msgs Service observe agent login ID Call Detail Recording (CDR) Primary extension Secondary extension Code calling Communication Link
Agent loginID
Accepts Accepts Accepts Accepts Accepts
Rejects Rejects
Rejects Accepts Rejects Yes Rejects Rejects Rejects Rejects Rejects
Rejects Rejects Accepts Accepts Rejects Accepts Accepts
Rejects Rejects Accepts
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Parameters Communication link digits Console parameters CAS-backup ext IAS Att access code Coverage groups Answer group member Path Measured principals Coverage measurement Feature-related system parameters ACA-referral dest. ACA - long holding ACA - short holding Controlled out restriction Controlled terminal Controlled Stn-to-Stn DAA Extension DID/Tie/ISDN announcement Emergency access redirection CDR output extension SVN referral destination (announcement) System LWC retriever System printer Hospitality Journal printer LWC wakeup PMS ext PMS log Routing on voice synthesis Hunt Group Announcement extension ASAI link AUDIX extension Calls warning extension Member
Expert Agent Selection
Agent loginID Rejects
Rejects Rejects
Rejects Accepts
Rejects
Rejects Rejects Rejects Rejects Rejects Rejects Rejects Rejects Rejects Rejects Accepts Rejects Rejects
Rejects Rejects Rejects Rejects Rejects
Rejects Rejects Rejects Rejects Rejects
Table continues...
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Parameters Night service Supervisor Time warning extension Intercom group member Intraswitch CDR Listed Directory Number (LDN) Member Night destination Malicious Call Trace (MCT) MCT member Permanent switched calls Personal CO line Pickup group member Remote access extension Term Extension Group (TEG) member Trunk group Night service Incoming destination Member night service Vector administration Adjunct extension Announcement Messaging Route-to
Agent loginID Rejects Accepts Rejects Rejects Accepts
Rejects Accepts
Rejects Rejects Rejects Rejects Rejects Rejects
Accepts Accepts Accepts
Rejects Rejects Accepts Accepts
Direct Agent Calling
Procedure
1. In the Direct Agent Skill field on the Agent LoginID screen, assign a skill number for handling direct agent calls.
2. Use the Hunt Group screen to administer a skill for all direct agent calls.
Setting a skill:
� The system communicates how to handle calls to the skill to Communication Manager.
� The system indicates to the report users how much time each agent has spent on DA calls.
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Expert Agent Selection
Note:
For an agent who receives direct agent calls, ensure that you assign a minimum of one non-reserve skill to the agent login ID. 3. Add the skill to the list of skills administered for an agent on the Hunt Group screen.
When an outside caller dials the agent extension, Communication Manager determines the skill for tracking call data by viewing the entry in the field. 4. On page 8 of the Feature-Related System Parameters screen, specify: � A Direct Agent Announcement (DAA) extension that plays an announcement to direct
agent callers waiting in queue. � The period of delay, in seconds, before the announcement. 5. Administer a Class of Restriction (COR) for direct agent calls. 6. Use the Trunk Group screen to administer Direct Inward Dialing (DID). 7. On page 2 of the Hunt Group screen, administer Multiple Call Handling (MCH) On-Request for this hunt group.
With this feature, agents can see if the incoming call is a direct agent call and put the current call on hold to answer the direct agent call. 8. If there is no answer after an administered number of rings, use Redirection on No Answer (RONA) to redirect the caller to a VDN that points to a vector.
You can set up the vector to provide appropriate routing and treatment for the redirected call. 9. On page 3 of the Hunt Group screen, administer messaging for the direct agent hunt group. 10. Assign this hunt group to agents who must answer direct agent calls.
Direct Agent Announcement
Before you begin Ensure that the following fields on the System-Parameters Customer-Options screen are administered for the system:
� ACD � Expert Agent Selection (EAS) or ASAI Adjunct Routing � Vectoring (Basic) Procedure 1. At the command prompt, type change system-parameters features and press
Enter. 2. In the Direct Agent Announcement Extension field on the Feature-Related System
Parameters screen, type the extension of the direct agent announcement.
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3. In the Delay field, assign a delay period from 0 to 99 seconds to determine how long must a caller hear ringback before listening to a direct agent announcement. You can leave this field blank for no delay.
4. Press Enter to save the changes. 5. On the command prompt, type change announcement xxx, where xxx is an extension
number. Press Enter.
Note: You refer to the Avaya Aura� Media Server-based announcement source by the letter M followed by its media-server number. For example, you must enter M5 when you are entering media-server 5 into the announcement form or the audio-group form. 6. Administer all the fields on the Announcements/Audio Sources screen. 7. Press Enter to save the changes.
Display VDN for Route-To DAC
Before you begin To use the Display VDN for Route-to DAC feature for incoming trunk calls, ensure that the following fields are administered as y:
� The EAS field on the System-Parameters Customer-Options and the Features-Related System Parameters screens.
� The Direct Agent Calling field on the Class of Restriction screen of the Class of Restriction (COR) number that is associated with the VDN and the Expert Agent Selection (EAS) login ID to which the VDN routes the direct agent call.
About this task The active VDN name display treatment applies to the initial EAS agent who receives the vectorinitiated direct agent call. The treatment also applies to an EAS agent in the coverage path of the initial EAS agent who receives the call. Procedure
1. At the command prompt, type change vdn xxx, where xxx is the number of the VDN. Press Enter.
2. On page 2 of the Vector Directory Number screen, select y in the Display VDN for RouteTo DAC field.
3. Press Enter to save the changes.
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Forced Agent Logout by Clock Time
Forced Agent Logout by Clock Time
Before you begin Ensure that the following fields are administered for the system:
� The EAS field on the System-Parameters Customer-Options screen is administered as y. � The AAS field on the Agent LoginID screen is administered as n. � The Call Center Release field on the System Parameter Customer-Options screen is 4.0 or
later. Procedure
1. At the command prompt, type change system-parameters features and press Enter.
2. On page 14 of the Feature-Related System Parameters screen, administer the Clock Time Forced Logout Reason Code field to specify the logout reason.
3. Press Enter to save the changes. 4. At the command prompt, type change agent-loginid xxx, where xxx is the login ID
of an agent. Press Enter. 5. Administer the Forced Agent Logout Time field on the Agent Login ID screen to
automatically log agents out of the system based on a timer. 6. Press Enter to save the changes. 7. At the command prompt, type change station xxx, where xxx is the extension
number. Press Enter. 8. Administer a logout-ovr button on the Station screen to override forced logout. 9. Press Enter to save the changes.
Forced Agent Logout/Aux Work by Location/Skill
Procedure 1. On the Feature Access Code screen, administer the following fields: � Forced Agent Logout by Location Access Code � Forced Agent Logout by Skill Access Code � Forced Agent Aux Work by Location Access Code � Forced Agent Aux Work by Skill Access Code 2. On the Feature-Related System Parameters screen, administer the following fields: � Forced Agent Logout by Location Reason Code
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Administering features
� Forced Agent Logout by Skill Reason Code � Forced Agent Aux Work by Location Reason Code � Forced Agent Aux Work by Skill Reason Code When an agent is forcibly logged out of the system or moved to Auxiliary (AUX) work, Communication Manager sends the reason code with the logout event messages to the reporting adjuncts and the ASAI-connected adjunct. 3. On the Class of Restriction screen, administer the Class of Restriction (COR) for the relevant station and agent: a. In the Can Force a Work State Change field on the Class of Restriction screen
relevant to the station to be used to force the change, select y. b. In the Work State Change Can Be Forced field on Class of Restriction screen
relevant to the agent or VDN/trunk for which to force the change, select y. The Forced Logout/Aux Work by Location/Skill feature is applicable only to the server on which you administer the feature. If the system has multiple servers, you must administer the feature on each server. The two fields are applicable only with this feature and not with other similar features, such as Forced Logout by Clock Time and Forced Logout from ACW.
Forced Agent Logout from ACW
Before you begin Ensure that the following fields are administered as y in the System-Parameters CustomerOptions screen:
� Expert Agent Selection (EAS) � Reason Codes
If Reason Codes is administered as n, you can administer the maximum time that an agent can be in the After Call Work (ACW) mode on a systemwide basis or for each agent, but you cannot administer a reason code for agent logout. Procedure 1. At the command prompt, type change system-parameters features and press
Enter. 2. On page 15 of the Feature-Related System Parameters screen, administer the Maximum
Time Agent in ACW before Logout (sec) field to assign a systemwide timer. 3. Press Enter to save the changes. 4. At the command prompt, type change agent-loginid xxx, where xxx is the login ID
of the agent.
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Forced Agent Logout from ACW
5. Administer the Maximum time agent in ACW before logout (sec) field to assign a timer for each agent.
6. Press Enter to save the changes.
Forced Agent Logout from ACW
You can use Forced Agent Logout from ACW only if all of the following conditions are true: � EAS is set to y. � Reason Code is set to y. If the Reason Code feature is not active, you can still set the maximum time that an agent can be in ACW on a system-wide basis or for each agent, but you cannot administer a reason for the logout.
Administer Forced Agent Logout from ACW on the following screens.
Screen name Page 13 of Feature-Related System Parameters
Agent Login ID
Field name
Maximum time agent in ACW before logout (sec): Set the maximum time that an agent can be in the ACW mode.
This is a system-wide setting.
Maximum time agent in ACW before logout (sec): Set the maximum time that an agent can be in the ACW mode. Set the reason code that describes why Communication Manager logged the agent out.
This setting is for each agent.
Tips for administering Forced Agent Logout from ACW
You can use the following suggestions when administering Forced Agent Logout from ACW.
Requirement
Tip
To force agent logout from ACW and use the same time out period for all agents.
1. Administer the Maximum Time Agent in ACW before Logout (sec) field on the Feature-Related System Parameters screen to a time out value in seconds. The field value can be from 30 to 9999 seconds.
2. Leave the default system setting on the Agent Login ID screen.
To maintain different time out periods assigned to specific agents.
Administer the Maximum time agent in ACW before logout (sec) field on the Agent Login ID screen to a time out value for each agent.
To use the time out feature only to certain agents.
Administer the Maximum time agent in ACW before logout (sec) field on the Agent Login ID screen to none for those agents.
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Administering features
Inbound Call Management
Before you begin Ensure that the following fields on the System-Parameters Customer-Options screen are administered as y:
� ACD � ASAI Link Core Capabilities � ASAI Link Plus Capabilities � Vectoring (Basic) or Vectoring (Prompting) Procedure 1. At the command prompt, type change trunk-group xxx, where xxx is the number of
the trunk group. Press Enter. 2. Administer the Per Call CPN/BN field for the relevant ISDN-PRI trunk group. 3. Press Enter to save the changes. 4. At the command prompt, type change hunt-group xxx, where xxx is the number of the
hunt group. Press Enter. 5. Administer the fields on the Hunt Group screen for each split or skill that the Inbound Call
Management (ICM) adjunct monitors. 6. Press Enter to save the changes. 7. At the command prompt, type change vector xxx, where xxx is the vector number. 8. Add an Adjunct Switch Application Interface (ASAI) link extension number for adjunct
routing vector commands. The number must match the extension number on the Station screen. 9. Press Enter to save the changes.
Interruptible Aux
Administer Interruptible Aux on the following screens.
Screen title
Agent LoginID
Feature-Related System Parameters
Field title Reserve Level (RL) � Interruptible Aux Deactivation Threshold (%) � Interruptible Aux Notification Display � Interruptible Aux Notification Timer (sec)
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Intraflow and Interflow
Screen title Hunt Group
Reason Code Names
Field title
Interruptible Aux Threshold and Interruptible Aux Deactivation Threshold
Interruptible
Intraflow and Interflow
Administer Intraflow and Interflow on the following screens.
Screen title Coverage Path
Feature Access Code (FAC)
Feature-Related System Parameters Hunt Group
Field title Coverage criteria � Busy � Don't Answer � Number of Rings � Call Forwarding Activation All � Call Forwarding Busy/DA � Call Forwarding Deactivation Coverage - Don't Answer Interval for Subsequent Redirection
� Calls Warning Threshold � Inflow Threshold (sec) � Priority on Intraflow � Service Level Target (% in sec) � Time Warning Threshold
Location Preference Distribution
Before you begin Ensure that the following fields on the System-Parameters Customer-Options screen are administered as y:
� Expert Agent Selection (EAS) � Multiple Locations Procedure 1. At the command prompt, type change hunt-group xxx, where xxx is the number of the
hunt group. Press Enter.
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Administering features
2. Administer the Local Agent Preference field for agent surplus conditions. 3. Press Enter to save the changes. 4. At the command prompt, type change agent-loginid xxx, where xxx is the login ID
of the agent. 5. Administer the Local Call Preference field for call surplus conditions. 6. Press Enter to save the changes.
Look-Ahead Interflow
Administer Look-Ahead Interflow (LAI) on the following screens.
Screen title System-Parameters CustomerOptions
Trunk Group (ISDN)
Feature-Related System Parameters ISDN Public-UnknownNumbering
Call Vector
Field title � ISDN-PRI � Lookahead Interflow (LAI) � Vectoring (Basic) � Codeset to Traveling Class Mark, Look Ahead � Outgoing Display � Supplementary Service Protocol � UUI IE Treatment Interflow-qpos EWT Threshold
� CPN Prefix � Ext Code � Ext Len Complete a screen for each LAI vector.
� If Lookahead Interflow (LAI) is administered as n on the receiving communication server, interflow still results on a look-ahead basis. However, the forwarded DNIS, sending communication server VDN name, and information is ignored and tandem LAI is not provided.
� Administer the Outgoing Display field to n to not update the call originator display on each LAI call attempt.
� Administer the Interflow-qpos EWT Threshold field when working with enhanced LAI. Any calls answered before this threshold do not interflow, saving CPU resources on the communication server.
� Administer a CPN prefix for each VDN that maps to a vector used to place LAI calls. If you do not administer the CPN Prefix field, the phone displays an LAI DNIS with all blanks.
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Maximum Agent Occupancy
For private network non-QSIG connectivity with direct facilities between the communication servers, administer LAI DS1/E1 circuit packs with Country Protocol Option 1 independent of the country where the system is located.
Maximum Agent Occupancy
Procedure 1. At the command prompt, type change system-parameters features and press Enter. 2. Administer the following fields on the Feature-Related System Parameters screen: � Maximum Agent Occupancy AUX Reason Code � Maximum Agent Occupancy Percentage 3. Press Enter to save the changes.
Multinational CPN Prefix
Before you begin Examine the field settings on the following screens:
� Call Vector � Numbering - Public/Unknown Format � Route Pattern � Tandem Calling Party Number Conversion � Trunk Group � Uniform Dial Plan Table � Vector Routing Table Procedure 1. At the command prompt, type change system-parameters features and press
Enter. 2. Administer the following fields on page 8 of the Feature-Related System Parameters
screen. � International CPN Prefix � National CPN Prefix � Pass Prefixed CPN: VDN/Vector
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3. Press Enter to save the changes. 4. At the command prompt, type change vdn xxx, where xxx is the number of the VDN.
Press Enter. 5. Administer the Pass Prefixed CPN to VDN/Vector on the Vector Directory Number
screen. 6. Press Enter to save the changes.
Multiple Call Handling
Before you begin Ensure that the field option in the Multiple Call Handling (On Request) and Multiple Call Handling (Forced) fields on the System-Parameters Customer-Options screen is y. Procedure
1. At the command prompt, type change hunt-group xxx, where xxx is the number of the hunt group. Press Enter.
2. Administer the ACD and Multiple Call Handling fields on the Hunt Group screen. 3. Press Enter to save the changes.
Network Call Redirection
NCR for ISDN trunks
Important: The administration requirements described in this section do not apply if you start Network Call Redirection (NCR) with the AT&T In-Band Transfer ConnectSM service. To administer NCR, ensure that the field option in the ISDN/SIP Network Call Redirection field on the System-Parameters Customer-Options screen is y. Administer the following fields to use NCR for Integrated Services Digital Network (ISDN) trunks.
Administration command
Field title
Best Service Routing Application screen
change best-servicerouting xxx
Net Redir
Field option y
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Network Call Redirection
Administration command DS1 Circuit Pack change ds1 [board location] Board location parameter values are: [cabinet(1-1)];carrier(AE);slot(0-20) OR [gateway(1-10)];module(V1-V9)
Signaling Group screen change signaling group xxx
Trunk Group screen change trunk-group xxx
Field title
Field option
Country Protocol
� 1a or any field option for MCI Network Call Transfer (NCT).
� 1b/1d for Two Bearer Channel Transfer (TBCT)
� etsi for European Telecommunications Standards Institute (ETSI) Explicit Call Transfer (ECT) and Network Call Deflection (NCD)
Group Type Network Call Transfer
ISDN for ETSI ECT, MCI NCT, NCD, and TBCT
� y for ETSI ECT, MCI NCT, and TBCT
� n for NCD
Direction
two-way
Disconnect Supervision - In and y Out
Group Type Network Call Redirection
ISDN for ETSI ECT, MCI NCT, NCD, and TBCT
y
Service Type
cbc
Supplementary Service Protocol
Settings specific to the PSTN redirection options
� a (national) for TBCT
� c (ETSI) for ETSI ECT
� c (ETSI) for NCD
� g (ANSI) for MCI NCT
Usage Alloc
y
This field option is applicable if you administer the Service Type field as a Call-by-Call service, that is, the cbc field option.
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NCR for SIP trunks
To administer NCR, ensure that the field option in the ISDN/SIP Network Call Redirection field on the System-Parameters Customer-Options screen is y. Administer the following fields to use Network Call Redirection (NCR) for Session Initiation Protocol (SIP) trunks.
Administration command
Field title
Best Service Routing Application screen
change best-servicerouting xxx
Net Redir
Trunk Group screen
change trunk-group xxx
Direction
Group Type
Network Call Redirection
Field option
y
two-way SIP y
NCR with the AT&T In-Band Transfer Connect service
The following table includes the administration requirements and administration of Dual-Tone Multi-Frequency (DTMF) announcement and Best Service Routing (BSR) vectoring methods that are associated with use of the AT&T In-Band Transfer ConnectSM service. To administer NCR, ensure that the field option in the ISDN/SIP Network Call Redirection field on the System-Parameters Customer-Options screen is y. Administer the following fields to use Network Call Redirection (NCR) with the AT&T In-Band Transfer ConnectSM service.
Administration command
Field title
Best Service Routing Application screen
change best-servicerouting xxx
Net Redir
You must administer this field if BSR is active for the system.
DS1 Circuit Pack
change ds1 [board location]
Country Protocol
Board location parameter values are: [cabinet(1-1)]; carrier(A-E); slot(0-20) OR [gateway(1-10)]; module(V1-V9)
Signaling Group screen
Field option n 1b/1d
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Network Call Redirection
Administration command
change signaling group xxx
Trunk Group screen
change trunk-group xxx
Field title Network Call Transfer
Group Type Network Call Redirection Supplementary Service Protocol UU IE Treatment
Field option y
ISDN none a (national)
shared
Administering DTMF announcements for AT&T In-Band Transfer Connect
You can use the following methods to create an announcement that provides the Dual-Tone MultiFrequency (DTMF) digits required to start the AT&T In-Band Transfer ConnectSM service operations:
� Use a Communication Manager analog DTMF station to activate the recording session for the announcement. When the session begins, use the keypad to enter the touchtone digits that correspond to the *T + PSTN endpoint number that is used to invoke the AT&T In-Band Transfer Connect service. For example, you must perform the following steps to redirect an incoming ISDN call to an number, such as 3035552104:
1. Add a silence period of 100�200 milliseconds (ms).
2. Type *83035552104.
3. Add a silence period of 200�500 ms.
Important:
For out-of-band DTMF methods that are used to relay the DTMF digits in IP-connected center stage and IP-trunked environments, you must record periods of silence before and after you enter the DTMF digits. The silence period accommodates the connection time, that is, the time for tone detection by MEDPRO and VOIP resources, and prevents the announcement from ending before the resources complete tone regeneration. To increase the DTMF transmission accuracy, record the DTMF digits with at least 80 ms of digit duration with an inter-digit silence of at least 80 ms.
You cannot use a digital phone, such as Callmaster�, BRI, ISDN, or IP, to record the announcement as the station keypads on these sets do not generate audible DTMF tones during an announcement recording session. However, if you choose to record DTMF digits with these phones, you must make arrangements to connect an external keypad.
� Use a computer with VAL boards with an internal or external keypad or a commercially available computer software tool. Include a silence period for recording with an analog phone.
For more information about how to use DTMF announcements in vectors, see Avaya Aura� Call Center Elite Feature Reference.
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Administering station or ASAI transfer, conference, or release
Before you begin Ensure that the field option in the ISDN/SIP Network Call Redirection field on the SystemParameters Customer-Options screen is y. Procedure
1. For MCI Network Call Transfer (NCT) or Two Bearer Channel Transfer (TBCT) protocols, use the trunk group with a Bearer (B) channel that has the same Delta (D) channel as the incoming ISDN call to create a second call leg of the call transfer.
2. For the ETSI Explicit Call Transfer (ECT) protocol, the second leg of the call can be over a different trunk group with a different signaling group than the incoming call leg.
3. You must also perform the following tasks to administer station or ASAI transfer: a. On the ARS Digit Analysis screen, add the PSTN number that a station or ASAI user dials to transfer an incoming call to another PSTN endpoint. b. Administer the entry with an Alternate Route Selection (ARS) routing pattern that routes the second call leg to the same trunk group being used for the incoming call. c. When you use the MCI NCT feature for the Route Pattern screen associated with the ARS Digit Analysis screen entry, administer the Service/Feature (sdn) and Number Format (lev0-pvt) fields to be consistent with the service-type and dialing-plan configuration of the PSTN trunk. d. For the other NCT-type NCR protocols, no administration is required for the Route Pattern screen associated with the ARS Digit Analysis screen entry. NCR call processing automatically causes the Service/Feature and Number Format for the NCR second leg call to be unknown/unknown. e. Contact your PSTN service provider to verify the configuration of the PSTN switch used for the NCT operation. Configure the PSTN switch to accept the outgoing digits used by the station or the ASAI application to set up the second leg of the call transfer or conference.
Percentage Allocation Routing
Procedure 1. At the command prompt, type change vdn xxx, where xxx is the number of the VDN. Press Enter. 2. Administer the Destination and Number fields on the Vector Directory Number screen. 3. Press Enter to save the changes.
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Queue Status Indications
4. At the command prompt, type change policy-routing-table xxx, where xxx is the number of the policy routing table. Press Enter.
5. Administer all the fields on the Policy Routing Table screen. 6. Press Enter to save the changes.
Queue Status Indications
Administer Queue Status Indications on the following screens.
Screen title Attendant Console Hunt Group
Station (multi-appearance)
Field title Feature Button Assignments � Calls Warning Threshold and Port � Queue Limit � Time Warning Threshold and Port Feature buttons � q-calls � q-time
Reason Codes
You can administer Reason Codes on the following screens if the field option in the ACD, Expert Agent Selection (EAS), and Reason Codes fields on the System-Parameters Customer-Options screen is y.
Screen title Attendant Console Agent LoginID
Field title RC � Aux Work Reason Code Type � Logout Reason Code Type
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Administering features Screen title Feature-Related System Parameters
Language Translations Reason Code Names Station
Field title � Expert Agent Selection (EAS) Enabled � Aux Work Reason Code Type � Logout Reason Code Type � Two-Digit Aux Work Reason Codes � Redirection on No Answer Aux Work Reason Code � Redirection on OPTIM Failure and Unreachable
Aux Work Reason Code � IP Failure Aux Work Reason Code � Maximum Agent Occupancy Aux Work Reason
Code � ACW Forced Logout Reason Code � Clock Time Forced Logout Reason Code � Forced Agent Logout by Location Reason Code � Forced Agent Logout by Skill Reason Code � Forced Agent Aux Work by Location Reason Code � Forced Agent Aux Work by Skill Reason Code � Forced Agent Logout for Unreachable Reason
Code English: ENTER REASON CODE � Aux Work � Logout � Interruptible RC for the aux-work feature button
Redirection on IP Failure
Administer Redirection on IP Failure (ROIF) on the following screens.
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Redirection on No Answer
Screen title Feature-Related System Parameters
Hunt Group
Field title � IP Failure AUX Reason Code
� Switch Hook Query Response Timeout
Caution:
If you administer a low value for the switch hook query time out, the system takes agents out of service even when agents are available to receive calls. � Redirect on IP/OPTIM Failure to VDN
� Retain Active VDN Context
Setting the switch hook query time out value When you set the switch hook query time out value, the degree of network congestion or delay determines the speed of the switch hook query response. The range value for the switch hook timer is from 500 to 5000 milliseconds (ms). IP hard phones located geographically close to Communication Manager respond to the timer within the 500-750 ms range. However, IP Agent or one-X� Agent endpoints on a personal computer take longer to respond, so you must set the timer to more than 2000 ms. In all cases, set the time out long enough to prevent false triggering. A longer time out period does not delay the delivery of calls when connectivity is intact as the response to the query returns quickly. The caller hears a portion of ringback while waiting for a response to the switch hook query with an auto-answer delivery.
Redirection on No Answer
Administer Redirection on No Answer (RONA) on the following screens.
Screen title Feature-Related System Parameters
Field title Redirection on No Answer Aux Work Reason Code
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Administering features Screen title Hunt Group
Station
Field title � ACD � AAS � Controlling Adjunct � Message Center � Redirect On No Answer (rings) � Redirect On No Answer to VDN � Retain Active VDN Context � Vector
Note: The field option in the Controlling Adjunct field must be none. Feature buttons � noans-alrt
Redirection on OPTIM Failure
Administer Redirection on Off-PBX Telephony Integration and Mobility (OPTIM) Failure (ROOF) on the following screens.
Screen title Feature-Related System Parameters Hunt Group
Trunk Group
Field title
Redirection on OPTIM Failure and Unreachable Aux Work Reason Code
� Redirect on IP/OPTIM Failure to VDN
� Retain Active VDN Context
Redirect On OPTIM Failure
Note:
The range for this field is from 250 to 32000 milliseconds (ms). The default value for this field is 5000 ms. You must increase the ROOF field value if the system places agents in the Auxiliary (AUX) work mode when agents are actually available to receive calls.
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Remote Logout of Agent
Remote Logout of Agent
Before you begin Ensure that the field option in the following fields is y for users of this feature:
� Remote Logout of Agent on the Class of Restriction screen. � Console Permissions on the Class of Service screen. You must also ensure that feature user and the agent are in the same tenant partition. Procedure 1. At the command prompt, type change feature-access-codes. Press Enter. 2. In the Remote Logout of Agent Access Code field on the Feature Access Code (FAC)
screen, assign an FAC of up to four digits that the user must type to activate this feature. You can use the asterisk (*) or pound (#) sign as the first digit. 3. Press Enter to save the changes.
Reporting adjuncts on Communication Manager
In Call Center, there are two fields dedicated to each of the reporting adjuncts, Avaya Call Management System and Avaya IQ. You can set each field to CMS or Avaya IQ or both. High availability configurations are also supported.
Measured trunks versus unmeasured facilities
Unmeasured facilities are not actual trunks, but are tracking records on the Avaya Call Management System (CMS). Avaya IQ does not require data allocation for the unmeasured facilities. The number of measured trunks is based on the communication server capacity that Avaya IQ is monitoring. Avaya IQ does not require data storage allocation for unmeasured facilities.
Adding reporting adjunct nodes
Procedure 1. At the command prompt, type change node-names ip. Press Enter. 2. In the Name field on the IP Node Names screen, type node names. 3. In the IP Address field, type the IP address of each reporting adjunct.
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Administering features
For Avaya IQ, type the host name and IP address for the Data Collection Host that monitors the communication server as a ccr adjunct. 4. Press Enter to save the changes.
Communication Manager to reporting adjunct interface
For information about administering the interface between Communication Manager and Avaya IQ, see Administering Avaya IQ. For information about administering the interface between Communication Manager and Call Management System (CMS), see Avaya Call Management System Switch Connections, Administration, and Troubleshooting.
Administering reporting adjuncts with Communication Manager
Before you begin On the following screens, set the Measured field to both or external:
� Hunt Group � Trunk Group � Vector Directory Number Procedure 1. At the command prompt, type change system-parameters features and press
Enter. 2. On page 12 of the FEATURE-RELATED SYSTEM PARAMETERS screen, set the
reporting adjunct release in the following fields: � CMS (appl mis) � AAPC/IQ (appl ccr) The releases must be compatible with the Switch Protocol Interpreter (SPI) language. For example: � If you set the CMS (appl mis) field to R16.1/R16.x/R17.0, set the IQ (appl ccr) field
to 5.1/5.2 because both releases support the SPI language 23. � If you set the CMS (appl mis) field to R18 or R18.1, set the IQ (appl ccr) field to
5.2.6+ because both releases support the SPI language 24. 3. Save the changes. Next steps Administer the fields on the Processor Channel Assignment screen.
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Proactive Contact predictive calls
Processor Channel Assignment
Procedure 1. At the command prompt, type change communication-interface processorchannels and press Enter. 2. In Enable field on the Processor Channel Assignment screen, select y. 3. In the Appl field, select ccr for Avaya IQ or mis for CMS. 4. In the Mode field, select s. 5. In the Interface Link field, assign the data link that is administered to communicate with the adjunct. 6. In the Interface Chan field, assign an unused value in the range allotted to the link type being used for this channel. 7. In the Destination Node field, select the node name that you assigned on the IP Node Names screen. 8. In the Destination Port field, type 0. 9. In the Session Local/Remote field, type 1.
10. Press Enter to save the changes.
Proactive Contact predictive calls
Before you begin Ensure that the field option in the Measured field on the Vector Directory Number screen is both or external. Procedure
1. At the command prompt, type change vdn xxx, where xxx is the number of the VDN. Press Enter.
2. In the Reporting for PC or POM Calls field on the Vector Directory Number screen, select y.
3. In the associated PC Predictive Reports Skill field, assign a skill number from 1 to 8000 or leave the field blank to indicate use by Proactive Outreach Manager (POM).
4. Press Enter to save the changes.
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Administering features
Proactive Contact non-predictive calls
Procedure 1. At the command prompt, type change system-parameters features and press Enter. 2. In the Reporting for PC Non-Predictive Calls field on the Feature-Related System Parameters screen, select y. 3. In the associated PC Non-Predictive Reports Skill field, assign a skill number from 1 to 8000. 4. Press Enter to save the changes.
Service Hours Table
Procedure 1. At the command prompt, type change service-hours-table xxx, where xxx is number of a service hours table. Press Enter. 2. Administer the following fields on the Service Hours Table screen: � Description � Number � Start and End � Use time adjustments from location 3. Press Enter to save the changes.
Service Level Maximizer
Before you begin Ensure that the following fields are administered on the System-Parameters Customer-Options screen:
� Business Advocate to n. � Expert Agent Selection (EAS) to n. � Service Level Maximizer to y. Procedure 1. At the command prompt, type change hunt-group xxx, where xxx is the number of the
hunt group. Press Enter.
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Service Observing
2. In the Group Type field on the Hunt Group screen, select slm. 3. In the Service Level Target (% in sec) field, administer the target level. 4. In the SLM Count Abandoned Calls field, select y. 5. In the SLM Max Auto Reserve Agents field, administer the maximum number of agents
for the hunt group. 6. Press Enter to save the changes.
Administering the ASL algorithm
Before you begin Ensure that the field option in the Service Level Maximizer field on the System Parameters Customer-Options screen is y. Procedure
1. Administer the Service Level Maximizer Algorithm field on the Feature-Related System Parameters screen as actual.
2. Administer the SLM Count Abandoned Calls field on the Hunt Group screen to determine whether to include abandoned calls in the ASL algorithm calculations for SLM.
3. Administer the time interval in the Service Level Interval field on the Hunt Group screen.
Service Observing
Administer Service Observing on the following screens.
Screen title Class of Restriction
Field title � Can Be Service Observed: For agents � Can Be A Service Observer: For supervisors � Service Observing by Recording Device: For recording devices � Service Observing Permissions: For granting permission
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Administering features
Screen title Feature Access Code (FAC)
Station Feature-Related System Parameters
System-Parameters CustomerOptions
Vector Directory Number
Field title � Service Observing by Location Listen Only Access Code � Service Observing by Location Listen/Talk Access Code � Service Observing Listen Only Access Code � Service Observing Listen/Talk Access Code � Service Observing Next Call Listen Only Access Code � Service Observing No Talk Access Code
Note: SIP phones do not support Service Observing using FAC. Button Assignment � serv-obsrv - Use this button type for non-SIP devices. � sip-sobsrv - Use this button type for SIP devices. � Expert Agent Selection (EAS) Enabled � Service Observing: Warning Tone � Allow Two Observers in Same Call � Allow with Exclusion: Service Observing � Allow with Exclusion: SSC � Service Observing (Basic): For basic or Logical Agent ID observing � Service Observing (Remote/By FAC): For remote observing or observing by FAC � Service Observing (VDNs): For VDN observing � Vectoring (Prompting): For vector-initiated observing Observe on Agent Answer
Service Observing with Multiple Observers
Before you begin Ensure that the field options in the following fields is y:
� Service Observing (Basic) on the System Parameter Customer-Options screen. � Can Be A Service Observer or Can Be Service Observed on the Class of Restriction
screen for supervisors or agents. � Service Observing by Recording Device on the Class of Restriction screen to use a
recording device.
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Universal Call ID
Procedure 1. At the command prompt, type change system-parameters features and press Enter. 2. In the Allow Two Observers in Same Call field on the Features-Related System Parameters screen, select y. 3. Press Enter to save the changes.
Universal Call ID
Before you begin � Ensure that the field option in the ASAI Link Core Capabilities and ASAI Link Plus Capabilities fields on page 3 of the System-Parameters Customer-Options screen is y. If the field option is n, the system displays the following error message: ASAI Interface feature not assigned. � Busy out the mis links if you have Call Management System (CMS) systems in the network. Release the mis links after you administer all the UCID-related fields on the Feature-Related Customer-Options screen.
Procedure 1. At the command prompt, type change system-parameters features and press Enter. 2. In the Create Universal Call ID (UCID) field on the Feature-Related System Parameters screen, select y. 3. In the UCID Network Node ID field, assign a unique number from 1 to 32767 for each communication server and Interactive Voice Response (IVR) system. 4. In the Send UCID to ASAI field, select y if the network includes ASAI adjuncts. 5. In the CMS (appl mis) field, select the release of the CMS system that must track UCIDs. 6. Press Enter to save the changes.
Next steps You must administer the Trunk Group screen to relay UCIDs over ISDN or SIP trunks.
Sending UCIDs over ISDN or SIP trunks
Before you begin To send UCIDs over ISDN trunks, ensure that the field option in the ISDN-PRI or ISDN-BRI Trunks field on the System-Parameters Customer-Options screen is y.
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Administering features
Procedure 1. At the command prompt, type change trunk-group xxx, where xxx is the number of the trunk group. Press Enter. 2. In the Group Type field on the Trunk Group screen, select ISDN or SIP. 3. In the Supplementary Service Protocol field, select b for QSIG or other field options for User-to-User (UUI). This field is applicable with ISDN trunks. 4. In the UUI IE Treatment field for ISDN trunks or the UUI Treatment field for SIP trunks, select shared. 5. In the Send UCID field, select y. 6. Press Enter to save the changes.
User-to-User Information
UUI Treatment for ISDN trunks
About this task You must select shared in the UUI IE Treatment field on the Trunk Group screen for outgoing and incoming trunks at the remote end if you use:
� Shared User-to-User Information (UUI) Information Element (IE). � Supplementary service protocol other than b. If you select service-provider in the UUI IE Treatment field, Communication Manager forwards the ASAI user data in a non-shared codeset 0 UUI IE when forwarding the other data as MSI. In non-QSIG networks, use protocol options other than b to relay information. In QSIG networks and supplementary service protocol of type b, you must use shared UUI IE treatment to include the Adjunct Switch Application Interface (ASAI) user information with MSI transport. Note: For non-QSIG networks, if you use shared UUI IE and select y in the Send Codeset 6/7 LAI IE field on page 3 of the Trunk Group screen, you can send the Lookahead Information (LAI) data twice, unless you leave the priorities of the LAI Name and Other LAI data items blank. For QSIG networks, Communication Manager sends LAI data that exceeds the maximum ISDN message size. For more information, see Avaya Aura� Communication Manager Screen Reference. Procedure 1. At the command prompt, type change trunk-group xxx, where xxx is the number of
the trunk group. Press Enter.
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User-to-User Information
2. In the UUI IE Treatment field on page 3 of the Trunk Group screen, select shared if the trunk group is not connected to an early version of Communication Manager or you do not require the service provider functionality.
Caution:
For service provider functionality, you must select service-provider in the UUI IE Treatment field.
3. (Optional) In the Maximum Size of UUI Contents field, type a number from 32 to 128 as the maximum User-to-User Information (UUI) size. The default field option is 128 bytes.
You must administer the trunk groups to send the appropriate UUI size over connected networks. For example, if the public network supports only 32 bytes of UUI and you administer a number greater than 32, the network rejects the UUI.
4. On the Shared UUI Feature Priorities page, which is applicable when you select shared in the UUI Treatment field, assign numbers from 1 to 6, where 1 is the highest priority. You can use the default field options.
If you leave a field blank, the system does not send any information related to the field in UUI Information Element (IE). If the public network supports less than 128 bytes, you must determine which feature information to send in UUI IE and assign a high priority to the related field.
5. Press Enter to save the changes.
UUI Treatment for SIP trunks
Procedure
1. At the command prompt, type change trunk-group xxx, where xxx is the number of the trunk group. Press Enter.
2. In the UUI Treatment field on page 3 of the Trunk Group screen, select shared.
3. (Optional) In the Maximum Size of UUI Contents field, type a number from 32 to 128 as the maximum User-to-User Information (UUI) size. The default field option is 128 bytes.
You must administer the trunk groups to send the appropriate UUI size over connected networks. For example, if the public network supports only 32 bytes of UUI and you administer a number greater than 32, the network rejects the UUI.
4. On the Shared UUI Feature Priorities page, which is applicable when you select shared in the UUI Treatment field, assign numbers from 1 to 6, where 1 is the highest priority. You can use the default field options.
If you leave a field blank, the system does not send any information related to the field in UUI Information Element (IE). If the public network supports less than 128 bytes, you must determine which feature information to send in UUI IE and assign a high priority to the related field.
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Administering features
5. Press Enter to save the changes.
UUI-info feature button
Before you begin Ensure that the Station-Button Display of UUI IE Data field on page 2 of the Class of Restriction screen is administered as y. About this task Agents can press uui-info to view call-related information, such as account numbers of customers. The phones can display up to 32 characters of Adjunct Switch Application Interface (ASAI) user data or data inserted by an ASAI or Computer Telephony Integration (CTI) application.
Note: The UUI button does not display the ASAI UUI transported over QSIG trunks. Procedure 1. At the command prompt, type change station xxx, where xxx is the number of the
station. Press Enter. 2. On the Station screen, administer the uui-info feature button. 3. Press Enter to save the changes.
VDN in a Coverage Path
Administer all the fields on the following screens to use VDN in a Coverage Path (VICP): � Call Vector � Coverage Path � Vector Directory Number
For each coverage path, you can assign up to six coverage points from Point 1 to Point 6. Note: Calls in a vector cover twice if you select y in the Cvg Enabled for VDN Route-to Party field on the Coverage Path screen.
VDN of Origin Announcement
Administer VDN of Origin Announcement (VOA) on the following screens.
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Screen title Announcements/Audio Sources
Attendant Console Class of Restriction Feature-Related System Parameters Vector Directory Number
VDN Return Destination
Field title Administer all fields, but do not administer analog and integrated repeating announcement types as VOAs. Feature Button Assignments Hear VDN of Origin Annc. Hear Zip Tone Following VOA VDN of Origin Annc. Extension
VDN Return Destination
Procedure
1. At the command prompt, type change vdn xxx, where xxx is the number of the VDN. Press Enter.
2. In the Return Destination field on the Vector Directory Number screen, assign a VDN extension to which Communication Manager must route an incoming trunk call if the call returns to vector processing after an agent release the call.
3. In the associated Call Origin field, select one of the following field options to determine the type of calls that Communication Manager must redirect to the VDN extension that you assign in the Return Destination field:
� both
� external
� internal
4. Press Enter to save the changes.
VDN Time-Zone Offset
Procedure
1. At the command prompt, type change vdn xxx, where xxx is the number of the VDN. Press Enter.
2. In the VDN Time-Zone Offset field on page 3 of the Vector Directory Number screen, assign the time zone offset to change the system local time that is used for the Time-ofDay (TOD) conditionals in the vectors processed for the VDN to the VDN local time.
3. Press Enter to save the changes.
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Administering features
Voice Response Integration
Administer the following fields to allow passing of data between Voice Response Units (VRUs) and Communication Manager.
Screen title Call Vector Feature Access Code (FAC) Feature-Related System Parameters
System-Parameters Customer-Options
Field title Administer all fields. Converse Data Return Code Converse First Data Delay and Second Data Delay
Converse Signaling Tone (msec) and Pause (msec) Call Prompting
VuStats
Administer VuStats on the following screens.
Screen title Attendant Console BCMS/VuStats Login ID Feature-Related System Parameters
Hunt Group
Station System-Parameters Customer-Options
Trunk Group
Field title Feature Button Assignments � Login ID � Name � ACD Login Identification Length � BCMS/VuStats Abandoned Call Timer (seconds) � BCMS/VuStats Measurement Interval � Clear VuStats Shift Data � Validate BCMS/VuStats LoginIDs � ACD � Acceptable Service Level � Measured � Objective Feature Buttons � ACD � BCMS/VuStats Login ID � BCMS/VuStats Service Level � VuStats or VuStats (G3V4 Enhanced) Measured
Table continues...
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Screen title Vector Directory Number
VuStats Display Format
Zip Tone Burst for Callmaster� Endpoints
Field title � Acceptable Service Level (sec) � Measured Administer all fields.
Vu-display feature button
Administer the vu-display feature button and the following fields on the Station screen.
Field title Fmt
ID number
Field description
To associate a vu-display feature button with a VuStats display format. Valid entries are from 1 to 50, where 1 is the default field option.
To assign an identification number for each vu-display button. The ID can be an agent login ID or extension number, a split or skill or trunk group number, or a VDN extension. For example, you can administer a vu-display button with split or skill ID 6 to view statistics for split or skill 6.
Do not administer IDs for VuStats displays with the agent object type. Agent object type displays are limited to statistics for logged-in agents.
With ID numbers, supervisors and agents do not have to type the agent extension, split or skill, or VDN number to view statistics. You can use ID numbers to limit access of specific statistics to designated phones.
Zip Tone Burst for Callmaster� Endpoints
Procedure
1. At the command prompt, type change system-parameters features and press Enter.
2. In the Zip Tone Burst for Callmaster Endpoints field on the Feature-Related System Parameters screen, select single to eliminate the second burst of zip tone or Incoming Call Identification (ICI) tone.
The single field option reduces:
� The time for an agent to begin a conversation with the caller.
� The possibility of an agent and a caller hearing an open mike background noise between the first tone and second tone.
3. Press Enter to save the changes.
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Chapter 4: Administering the 96X1 SIP agent deskphones
Before you begin To select the Station Type field value as a 96X1SIPCC type phone:
� Ensure that the Call Center release is 6.0 or later. � Administer the Expert Agent Selection (EAS) Enabled field on the Feature-Related System
Parameters screen as y. About this task Administer the Logged-In SIP EAS Agent field on the System-Parameters Customer-Options screen to restrict the maximum number of logged-in SIP Expert Agent Selection (EAS) agents. The license file usually determines the maximum field value. To view the limit set in the license file, use the display capacity command. The 96X1 SIP deskphones use the Avaya Outboard Proxy SIP (OPS) features on the trunk side of Communication Manager.
Note: You can assign only one ops type on the Off-PBX-Telephone Station-Mapping screen. For more information, see Using Avaya 96X1 SIP Agent Deskphones with Avaya Aura� Call Center Elite.
Procedure
1. On the Station screen, administer the 96X1 SIP agent deskphones as one of the following 96XISIPCC types:
� 9608SIPCC � 9611SIPCC � 9621SIPCC � 9641SIPCC
Note:
After you administer the Station Type field to one of the 96X1SIPCC type deskphone, you cannot administer the release button as the 96X1 SIP agent deskphones provide the Release and Drop functionalities during a call and conference respectively.
2. In the Measured field on the Trunk Group screen, select none to ensure that the trunk groups for SIP signaling to SIP stations are unmeasured. Select none also to prevent Call
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Dedicating station and call routing SIP trunk groups
Management System (CMS) or Avaya IQ reporting issues, including loss of reporting. Use dedicated trunk groups for SIP signaling to stations that are not shared with call routing SIP trunk groups. For more information, see Dedicating station and call routing SIP trunk groups on page 179. 3. Assign the following feature buttons: � after-call. This button is optional. � agnt-login. This button toggles to agnt-logout after an agent logs in to the system. You
must administer the login/logout button because the login/logout Feature Access Codes (FACs) do not work with the 96X1 SIP agent deskphones. � assist � aut-msg-wt � auto-in or manual-in � aux-work � logout-ovr � q-calls � sip-sobsrv and the associated Listen-Only? and Coach fields.
Note: If you administer the Listen-Only? field as y, Communication Manager denies change to the Listen/Talk observing mode. � stroke-cnt � uui-info � vu-display � work-code Agent Greetings is unavailable with the 96X1 SIP agent deskphones. The feature is supported only with phones that use the Avaya Deskphone H.323 application. Call Center features, such as login and logout, function differently in the 96X1 SIP agent deskphones as these features use the capabilities of the Avaya SIP architecture.
Dedicating station and call routing SIP trunk groups
SIP agent deskphones must have dedicated SIP trunk groups for: Procedure
1. Add SIP trunks on the Private Numbering and the Public Unknown Numbering screens. 2. Do not add extra digits to station extensions and agent extensions on the Private
Numbering or the Public Unknown Numbering screens. The extra digits might cause Session Manager to send calls to Communication Manager for further processing without
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Administering the 96X1 SIP agent deskphones
terminating the calls to the 96X1 SIP agent deskphones. If private unknown numbering modifies agent extensions, an agent can log out and log in to a station but cannot use a feature button to change the work state.
3. Ensure that Session Manager has two entities for Communication Manager: One for inbound traffic and the other for agent deskphone traffic. All SIP trunks must be on the Processor Ethernet (PE) interface.
4. Ensure that the signaling groups for the deskphone SIP OPS signaling trunk groups have a listen port number that is different from the listen port number of the inbound SIP trunking signal groups and that the trunk groups are dedicated for each function.
5. The Session Manager Profile configuration for the SIP agent deskphones must point to the Communication Manager entity that has been defined for the OPS trunk (station) signaling in the Origination Application Sequence field and the Termination Application Sequence field. Otherwise, the appropriate station signaling trunks are not used to deliver calls to the SIP agent deskphones. This is important with an existing configuration that uses the same Communication Manager entity for all traffic and now you want to separate it into dedicated inbound trunking and OPS signaling trunking.
6. Administer Sequenced Applications for users based on whether the user is on the originating or on the terminating side of a call. When designing sequences for applications that act on the deskphones that are controlled by Communication Manager Evolution Server, Communication Manager must be the last application defined on the origination side of a call and the first application defined on the termination side of the call. An Evolution Server must be the last application in the origination sequence and the first application in the termination sequence because the Evolution Server uses the full call model for call processing and all origination and termination feature processing occurs on the origination side of the call. For more information, see Implementing End-to-End SIP.
7. For dedicated trunk groups that are used for agent deskphone signaling with Session Manager, you must administer the Measured field on the Trunk Group screen as none to prevent Call Management System (CMS) or Avaya IQ reporting issues, including loss of reporting.
Administering the Signaling Group screen
Procedure
1. In the Group Type field, select SIP.
2. In the IMS Enabled field, select n.
3. In the Transport Method field, select tls.
4. Administer Near-end Listen Port and Far-end Listen Port. You must administer separate SIP entities on Session Manager that map to different signaling groups in Communication Manager to configure dedicated trunking for inbound trunks and for OPS station signaling trunks. Session Manager must have two entities for Communication Manager: One for
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Dedicating station and call routing SIP trunk groups
inbound traffic and the other for agent phone traffic. For example, use the following settings for the Transport Layer Security (TLS) protocol.
Communication Manager side settings Station signaling Signaling-group 1: Set Near-end Listen Port to 5062 and Far-end Listen Port to 5062
Inbound trunk signaling Signaling-group 2: Set Near-end Listen Port to 5061 and Far-end Listen Port to 5061
Session Manager side settings
SIP entities
CM1OPS, CMTRNK1, and SM1. Both the CM1xx entities must point to the same Communication Manager Fully Qualified Domain Name (FQDN)
Entity links
� Entity Link 1: SM1 port 5062 to CM1OPS port 5062
� Entity Link 2: SM1 port 5061 to CM1TRNK port 5061
For TCP, use port 5060 instead of 5061.
Note:
With the sample configuration, signaling-group 1 and entity link 1 are logically pairedup to handle SIP OPS station signaling, and signaling-group 2 and entity link 2 are logically paired-up to handle inbound call signaling. However, you must administer appropriate routing in Session Manager, as well as in Communication Manager, to ensure that the appropriate traffic is routed over the appropriate signaling facilities. You can add additional signaling groups on Communication Manager by using the same entity links defined in Session Manager, as indicated in the table, as more OPS signaling trunks and more inbound signaling trunks might be required in Communication Manager to handle the required call traffic load and the required number of SIP agent deskphones.
5. In the DTMF over IP field, select rtp-payload.
6. In the Session Establishment Timer field, enter 3, which is the recommended time period for call center use.
7. In the Far-end Network Region field, assign a number from 1 to 250 that represents the region of Session Manager.
8. In the Far-end Domain field, assign the IP address of the SIP domain.
9. In the Initial IP-IP Direct Media field, select n. This field option is necessary to prevent unexpected interactions with the Call Center Elite features as some features depend on the media that Communication Manager handles during the first few seconds.
10. In the Direct IP-IP Audio Connections field, select y.
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Administering the 96X1 SIP agent deskphones
Administering the Trunk Group screen
The following procedure and settings refer to the trunk groups that are used only for SIP signaling to the SIP agent deskphones.
Procedure
1. In the Group Type field, select SIP.
2. In the Signaling Group field, assign the number of the signaling group defined on the Signaling Group screen.
3. In the Number of Members field, assign the number of 96X1 SIP phones that the trunk must support. Communication Manager automatically assigns the IP port numbers.
4. In the Redirect on OPTIM Failure (ROOF) field, enter 5000 (5 seconds).
5. In the Preferred Minimum Session Refresh Interval (sec) field, assign a value from 90 to 64800. The default setting is 600. To prevent spikes in the processor occupancy, assign a value that is greater than the sum of the average call handling time and the average call queuing time. For example, if the average call queuing time is 3 minutes and the average call handling time is 10 minutes, assign a field value that is greater than 780 seconds.
Note:
Although Communication Manager uses the configured value for outbound calls when the traffic is relatively low, during peak traffic conditions Communication Manager increases the session refresh interval value dynamically for protection against the processor occupancy spikes.
If the service provider network for SIP uses a session refresh interval value that is higher than the configured value for Preferred Minimum Session Refresh Interval but relatively low compared to the amount of SIP traffic that Communication Manager currently handles, Communication Manager rejects the calls with a 4xx response and includes the suggested session refresh interval value for call attempt. Therefore, large call centers must ensure that the service provider network uses a session refresh interval value that is greater than 1800 seconds within the INVITE message to ensure that Communication Manager accepts calls in the first attempt, regardless of the SIP call traffic load that Communication Manager might be handling.
6. In the Measured field, select none for the signaling trunks to Session Manager.
7. In the Numbering Format field, select private, which is the default for SIP.
8. In the Show ANSWERED BY on Display field, select y.
9. In the Support Request History field on the Protocol Variations page, select y. If the field setting is n, the SIP agent deskphone displays do not function correctly.
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Chapter 5: Administering C and D tones for a VRU port
Administering C and D tones for a VRU port
About this task Connect (C) and Disconnect (D) Tones provides DTMF (touch tone) to a VRU/IVR port when the incoming caller is on soft hold to indicate the following transfer operation events:
� The VRU-placed call is being connected to the transferred-to agent. � The caller disconnected while on hold. Procedure 1. On the System-Parameters Customer-Options screen, set the DTMF Feedback Signals
For VRU field to y. 2. On page 6 of the Feature-Related System Parameters screen, select values for the
Connection and Disconnect fields. Values, such as 0-9, asterisk (*), pound (#), and A-D, represent the buttons that are included in the 16-button DTMF array. The default connection and disconnection tones are C and D respectively. The tones are applied for 350 millisecond with a 100 millisecond pause period. 3. On page 1 of the Station screen of the VRU port, set the type to one of the following: � VRU (analog line) � VRUFD (Line Side DS1-FD) � VRUSA (Line Side DS1-SA)
IVR or VRU ports
When using Interactive Voice Response (IVRs) systems or Voice Response Units (VRUs) as station ports in a hunt group, you must administer the station ports on the Station screen with the type required by the IVR or VRU ports. The following table lists the types for VRU or IVR ports supported by Communication Manager.
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VRU or IVR port type
Analog T&R
Forward disconnect
--
Analog T&R
--
Lineside
No
DS1/DS0 or
lineside T1/E1
Note:
DS1 circuit packs (TN767E or later or TN464F or later) must be equipped.
Lineside
Yes
DS1/DS0 or
lineside T1/E1
Lineside
Yes
DS1/DS0 or
lineside T1/E1
Lineside
Yes
DS1/DS0 or
lineside T1/E1
Lineside
Yes
DS1/DS0 or
lineside T1/E1
C&D tones support No
Yes
No
Station type Description
2500 VRU ds1�ops
Standard station set interface. Uses an analog line circuit pack, such as TN2135.
Provides standard station set interface with C&D tones support using the DTMF Feedback Signals feature.
OPS is a DS1 type that provides a TIA/EIA off-premise station type DS1 interface used where the device does not require or support forward disconnect.
No
ds1�fd
ds1�fd provides a TIA/EIA Foreign
eXchange (FX) type DS1 interface.
The forward disconnect signal is a
toggle of the A bit from 0 to 1 and
then back to 0 after 600 milliseconds.
This type is used for line side T1/E1
ports on the IVR system when used
as an analog-like VRU device and is
the recommended method for
interfacing.
Yes
VRUFD
VRUFD is the same as ds1�fd but
with C&D tone support. An IVR
system does not use this type of
administration.
No
ds1�sa
ds1�sa provides a TIA/EIA special-
access type DS1 interface. The
forward disconnect signal is a toggle
of the A bit from 1 to 0 and then back
to 1 after 600 milliseconds.
Yes
VRUSA
VRUSA is the same as ds�1sa but
with C&D tone support.
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Station field descriptions
Field title AUDIX Name Auto Answer
BCC
Button Assignments Button Modules COR COS Coverage Path 1 Coverage Path 2
Station field descriptions
Field description To type the name of the voice messaging system that is associated with the station. To determine whether Communication Manager must send all ACD and non-ACD calls to the station.
Valid entries are:
� acd: To allow Communication Manager to send only ACD and direct agent calls to the station.
� all: To allow Communication Manager to send all ACD and non-ACD calls to the station.
� icom: To allow the station user to respond to an intercom call.
� none: To provide an audible ringing treatment to all calls that Communication Manager delivers to the station.
To determine compatibility when non-ISDN facilities are connected to ISDN facilities. If you assign 0 to this field, the Bearer Capability Class (BCC) indicates voice and voice-grade data.
The field is applicable if the field option in the ISDNBRI Trunks and ISDN-PRI fields on the SystemParameters Customer-Options screen is y. To assign feature buttons on the station. To determine the number of button modules for the station. To assign a Class of Restriction (COR) number to the station. To assign a Class of Service (COS) number to the station. To assign a coverage path number or Time of Day (TOD) table to the station so that Communication Manager can route calls to the coverage point if no station user answers calls to the station. To assign a second coverage path or TOD table if the first coverage point is unavailable.
Table continues...
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Field title Coverage Msg Retrieval
Enable Reachability for Station Domain Control
Extension Hunt-to Station Idle/Active Ringing (Callmaster)
Location
Field description
To determine whether station users at the coverage point can retrieve Leave Word Calling (LWC) messages for the station from where Communication Manager sent the call to the coverage point. Valid entries are y and n.
This field is applicable if you administer the LWC Reception field.
To enable Communication Manager to poll domaincontrolled SIP stations and send the station reachability information to CTI applications that require to track the status of the station, on an individual station basis.
Valid entries are s, y, or n. The default option is s.
� y: Enables polling on the station.
� n: Does not enable polling on the station.
� s: The system setting determines the polling for this station.
To assign an extension number for the station.
The extension number that Communication Manager must search when the station is busy. To determine how calls must ring at a CallmasterTM station.
Valid entries are:
� continuous: For calls to the station to ring continuously.
� if-busy-single: For calls to the station to ring one time if the station user is busy.
� silent-if-busy: For calls to ring silently if the station user is busy.
� single: For calls to ring one time.
To assign a number that identifies where the station is located in the system.
This field is applicable if:
� The field option in the Multiple Locations field on the System-Parameters Customer-Options screen is y.
� The Type field on the Station screen is an H.323 or SIP phone type.
Table continues...
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Field title Lock messages LWC Activation LWC Reception
Message Lamp Ext Name Per Station CPN - Send Calling Number
Port Service Link mode SIP Trunk
Time of Day Lock Table TN
Station field descriptions
Field description To determine whether other station users can gain access to voice messages. To determine whether to use LWC. To determine the storage point for LWC messages.
Valid entries are: � audix: To store LWC messages in an AUDIXTM
system.
� none: To not store LWC messages.
� msa: To store LWC messages on Messaging Server Adjunct (MSA).
� spe. To store LWC messages in the system or on Switch Processor Element (SPE). The default is spe.
To assign the extension number of the station that is associated with the message waiting lamp. To assign a name to the station. To determine whether Communication Manager must send Calling Party Number (CPN) information.
Valid entries are:
� n: To not send CPN information.
� r: To restrict the level of CPN information.
� y: To send CPN information.
You can leave this field blank. To assign an auxiliary or analog port to the station. Valid entries are as-needed and permanent. Default value is as-needed. For EC500�enabled stations, this field set this field as as-needed. To select a trunk that corresponds to the field entry on the Off-PBX-Telephone Station-Mapping screen.
Valid entries are aar, ars, or a SIP trunk value from 1 to 2000. To assign a TOD Lock/Unlock table. Valid entries are from 1 to 5.
You can leave this field blank. To assign a tenant partition number. Valid entries are from 1 to 250.
Table continues...
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Field title Type of 3PCC Enabled
Field description
To determine whether an Avaya Third Party Call Control (3PCC) or a Computer Telephony Integration (CTI) adjunct can control the station.
Valid entries are Avaya and none.
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Chapter 6: Recorded announcements
Screen title Announcements/Audio Sources (includes Integrated Announcement Translations) Feature Access Code (FAC) Station Data Modules (for Save/Restore/Copy) Netcon Data Module System Port Data Module (SAP) Announcement Data Module Circuit Pack
Feature-Related System Parameters
Hospitality
Trunk Groups (All) Coverage Path
Field title Administer all the fields.
Announcement Access Code COS Administer all the fields.
Administer the fields on this screen if you: � Administer the Board Location field on the
Announcements/Audio Sources or Data Modules screen. � Do not have the circuit pack plugged in. Administer the following fields on this screen to use recorded announcements with the screen's associated features. For example, to use announcements with the Hospitality features, you must complete the Hospitality screen. � Controlled Outward Restriction Intercept Treatment � Controlled Station-to-Station Restriction � Controlled Termination Restriction (Do Not Disturb) � DID/Tie/ISDN Intercept Treatment � Announcement Type � Length of Time to Remain Connected to Announcement Incoming Destination Coverage Points
Table continues...
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Recorded announcements
Screen title Hunt Group
Call Vector
Field title � First Announcement Extension � Second Announcement Extension Administer all the fields that require announcements.
For more information, see Avaya Aura� Communication Manager Feature Description and Implementation.
Recorded announcement types
Analog line types
You can use one of the analog line types to interface with the external announcement machines for recorded announcements. You can then connect the external announcement machine by an analog line port.
Analog
The analog announcement type provides an analog phone interface using an analog line port for use with an announcement or audio source device that emulates analog phones. The communication server starts playback by applying ringing. The device indicates that the playback has stopped by going on-hook. The communication server does not indicate to the device to stop playback.
Use the analog type for announcements that play for a specific period and then go on-hook at the end. When the device goes on-hook to indicate that the playback ended, the caller listening to the announcement hears the sound of a click.
Analog-fd
Like the analog type, analog-fd provides an analog line interface and starts the playback with a ringing sound. However, when there are no callers, the system sends a forward disconnect signal, that is, an open loop for about one-half second, to the device to stop playback.
Analog-m
Analog-m provides an analog line interface. However, playback does not start with a ringing sound. Use this announcement type for continuous playing music or audio sources. The device stays in an off-hook state when active and goes on-hook when turned off or disconnected. You can use the announcement type when you set the Q field to b to provide barge-in repeating or continuous-play announcements.
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Recorded announcement types
DS1 types
The DS1 announcement types provide analog-like interfaces with DS1 line ports, which are called Line Side DS1 or Line Side T1. Each of these types indicate to the announcement, music, or audio-source device to start playback using the Line Side T1 equivalent of a ringing sound. The DS1 types also stay off-hook from the device to indicate that the playback is active and on-hook to indicate that the playback is inactive. The ds1-id and ds1-sa types provide a forward disconnect using transitions of the A signaling bit to the device, which indicates when to stop playback. Callers listening to announcements do not hear clicks when the device disconnects or goes on-hook.
ds1-fd
The ds1-fd announcement type provides a TIA/EIA Foreign eXchange (FX) type DS1 interface. The forward disconnect signal is a toggle of the A bit from 0 to 1 and then back to 0 after 600 milliseconds. IVR systems use this announcement type for Line Side T1 ports when the systems are used as an analog-like announcement device.
ds1-sa
The ds1-sa announcement type provides a TIA/EIA special-access type DS1 interface. The forward disconnect signal is a toggle of the A bit from 1 to 0 and then back to 1 after 600 msecs.
ds1-ops
The ds1-ops announcement type provides a TIA/EIA off-premises-station type DS1 interface that is used when the device does not support forward disconnect.
Auxiliary trunk types
The Auxiliary Trunk announcement type supports an external announcement machine connected using a 4-wire auxiliary trunk interface, such as a 15A announcement system. The communication server indicates to the device to start or stop the playback on the S lead. The device indicates that the playback is active on the S1 lead.
aux-trunk
Use the Auxiliary Trunk (aux-trunk) announcement type with a 4-wire interface external device when you want to stop and start the playback using the S1 lead. The external device uses the S1 lead to indicate the start of the playback.
aux-trk-m
Use the auxiliary trunk music (aux-trk-m) with a 4-wire interface device for continuous music or audio sources that do not indicate that playback is active on the S1 lead. This announcement type
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Recorded announcements
is used when the Q field is set to b to provide barge-in repeating or continuous-play announcements.
Integrated types
The Integrated announcement type stores announcements internally on an Integrated Announcement circuit pack or embedded gateway processor equivalent. Integrated announcement or VAL announcement sources can include the following:
� TN2501AP Voice Announcements with LAN (VAL) � H.248 Media Gateway VAL source � Avaya Aura� Media Server hosted announcement The following announcement boards or sources are obsolete and not used in the Communication Manager configurations: � TN750, TN750B, or TN750C announcement boards � Co-resident SSP sources (DEFINITY One or S8100) integrated You can use this announcement type for general, ACD, and vectoring announcements and for VDN of Origin Announcements.
integ-rep
The integrated-repeating (integ-rep) announcement type provides integrated and repeated automatic wake-up announcements which is implemented along with the multi-integ hospitality announcement type. Call center applications in vectoring require the continuous repeating announcement type.
integ-mus
The integ-mus announcement is similar to the integ-rep announcement except that the Q field is always set to b to provide a continuous, repeating barge-in operation. Use the integ-mus announcement type to provide music on delay or music on hold.
Note: Use integ-rep and integ-mus, which are repeating announcements, only in the wait-time vector steps. The use of integ-mus or integ-rep in an announcement vector step or a collect digits step can halt processing of the subsequent vector steps.
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When to use recorded announcements
When to use recorded announcements
The most common applications for recorded announcement include when: � Direct Inward Dialed (DID) calls cannot be completed as dialed. � Incoming private-network access calls cannot be completed as dialed. � Calls enter a split or skill (first announcement). � Direct Department Calling, Uniform Call Distribution, or Direct-Agent calls have been in queue for an assigned interval. � ACD and Call Vectoring calls have been in queue for an assigned interval. � A call destination is a recorded-announcement extension. � A call routes to a vector that contains an announcement step. � An announcement extension is specified as a coverage point. � An announcement is the incoming destination of a trunk group. � A VDN of Origin Announcement (VOA) occurs. � A Security violation notification occurs. � The Hospitality Automatic Wakeup feature is in use.
Barge-in
The system connects multiple callers to the beginning of an announcement regardless of the announcement type. However, you can administer auxiliary trunk announcements, DS1 announcements, and integrated announcement so callers can listen to an announcement when the system plays the message. This capability is called barge-in.
Barge-in operational details
When you administer barge-in by setting the Q field to b, only one port plays the announcement at any one time. When the system routes a call to that announcement, the call immediately connects to the port and the caller hears the announcement playing. Most administrators administer bargein announcements to repeat continually while callers are connected to the port. In this way, the caller listens until the system plays the entire announcement.
Nonbarge-in operational details
If an announcement port is available when a call arrives, the system connects the call to the announcement. If an announcement port is not available and the announcement is administered
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Recorded announcements
with no as the queue option, the call does not enter the queue for the announcement and the caller hears a busy tone or another feedback.
If an announcement port is not available and the announcement is administered with yes as the queue option, the call enters the announcement queue. When a port becomes available, the communication server connects the calls waiting in the queue to the beginning of the announcement. The system first connects the call that has been waiting in queue the longest and then connects as many calls as possible.
Integrated and externally recorded announcements
With recorded announcements, you can administer integrated announcements and those recorded on external devices. The external devices connect to the communication server using analog line circuit packs or auxiliary trunk interfaces, such as TN2183 or TN763.
The system stores an integrated announcement on a VAL announcement source. The system can store multiple announcements on each circuit pack depending on the system capacity. The integrated announcement files can be transferred to the announcement sources using the System Manager announcement manager interface.
Announcements are wave files that are recorded as CCITT u-law/a-law, 8kHz, 8-bit mono files using Microsoft Sound Recorder on a computer or using an Avaya switch phone.
Announcements that are stored on a circuit pack can play through any port on the circuit pack. Announcements that are not administered for barge-in can be played through multiple ports.
Storage type TN2501AP G700 MG G350 MG G450 MG
G430 MG
Avaya Aura� Media Server
Storage time
60 minutes
20 minutes
10 minutes
45 minutes with internal flash memory or 240 minutes with external compact flash card
45 minutes with internal flash memory or 240 minutes with external compact flash card
240 minutes
Playback ports 31 15 6 63
15
Limited only by the number of media channels
On the Announcements/Audio Sources screen, set the Q field to y to queue each extension for Integrated Announcements.
Calls hearing integrated announcements at extensions that have a queue are assigned a queue only when all the ports on the source that contains the announcement are busy. When a port is available, all callers queued to hear a specific announcement up to the maximum supported by the
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How to record announcements
server platform are simultaneously connected to that port to hear the announcement from the beginning. The same queuing pool is used over all integrated sources. The communication server controls the announcement queue length for integrated announcements, but you must set the queue length for analog or aux-trunk announcements.
How to record announcements
You can transfer announcement files to and from a computer or delete over the LAN for the VAL announcement sources using System Manager or an FTP client in conjunction with System Administration Terminal (SAT) commands. To transfer Avaya Aura� Media Server-based announcement files, use the System Manager announcement manager interface. Announcements for the Voice Announcement over Local Area Network (VAL) announcement sources can also be recorded with a phone using the procedures discussed in this section.
Announcement recording
With VAL announcement sources, recording by phone always uses port 1, which is dedicated for phone access with sources. VAL announcement sources also support recording announcements as .wav files on a local computer or made by a professional recording studio. Move the files to the VAL source using File Transfer Protocol (FTP). To move Avaya Aura� Media Server-based announcement files, use the System Manager announcement manager interface. You cannot use a phone to record an announcement with an audio group assignment. For VAL announcements use FTP or System Manager and for Avaya Aura� Media Server-based announcements use System Manager to move each prerecorded file to each of the sources defined for the audio group. For more information, see Administering Avaya Aura� Communication Manager.
Announcement sessions
You can record, play back, or delete integrated announcements by initiating an announcement session. You must have console permissions assigned to your Class of Service (COS) for the internal station or remote access barrier code to initiate an announcement session. You can start an announcement session by dialing the administered FAC followed by the announcement extension. If an announcement session is in progress, you will hear a reorder tone and the system will drop the call. If the phone session port to an integrated board is in use, you will hear a reorder tone followed by silence. This indicates that the port is reserved for an announcement session. You can redial the FAC and extension every 45 seconds to access the port.
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Recorded announcements
Note: You can use multiple phone sessions with one session associated with each active integrated announcement board. Once you access an announcement session, you can dial 1 to record an announcement, 2 to play an announcement, or 3 to delete an announcement. If the circuit pack memory is more than 90 percent full, the communication server gives a stutter dial tone when the you try to access an announcement session. Even if you hear a stutter tone, you can record the announcement.
Recording the announcement
About this task If you dial 1, the communication server attempts to start a recording session with one of the following outcomes: Procedure
1. If an announcement already exists and is protected, you will hear an intercept tone. Protection status is indicated by y. Hang up and determine the correct announcement extension to use.
2. If the announcement is currently being played to callers, you will hear the reorder tone. 3. If the communication server has started the recording session, you will hear a record tone
to record the announcement.
Stop recording the announcement
Procedure Choose one of the following methods to stop the recording after the announcement is complete: � Hybrid, digital, or IP phone: Dial the pound (#) key to end the recording. When you end the
recording with a pound key, you will hear the dial tone, and you can request a playback, delete, or record over operation. The "#" tones or a click sound produced when you hang up are not recorded. If the circuit pack memory becomes full during recording, you will hear a reorder tone, the system will drop you, and the announcement will not be retained. � Analog phone: Hang up. Otherwise, ending with a pound key puts a tone in the message. If you are using an analog phone that is not connected with lineside T1 (DS1 type), Communication Manager records a click when you hang up. After you hang up, you must redial the FAC plus the announcement extension to start a new recording session. If the circuit pack memory becomes full during recording, you hear a reorder tone, Communication Manager drops the call, and does not retain the announcement.
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Recorded announcements for ACD and other call center features
Playing back the announcement
About this task After you complete a recording and hang up, do not immediately dial the extension. The new announcement remains busy for approximately 15 seconds. To play back the new announcement, dial the FAC, the announcement extension, and the number two before the 15�second timer expires. Upon completion of the recording session, Communication Manager sets a timer for 15 seconds. During this interval, the system restricts you to one of two tasks: Procedure
1. Listen to the announcement just recorded. 2. Record another announcement. Result To listen to the announcement before the announcement is available to others, dial the FAC, the extension, and the number two. The announcement plays the dial tone, you can perform another operation, such as record a message. Note: If a caller attempts to dial an announcement that does not exist, the caller hears silence. Therefore, ensure that you have copied the media file to the announcement source.
Deleting the announcement
Procedure Dial the feature access code, the extension, and the number three (3) to delete the announcement. If an announcement is protected or is currently being played, Communication Manager does not delete the announcement and you hear a reorder tone. Delete a recorded announcement before rerecording another announcement with the dial 1 function.
Recorded announcements for ACD and other call center features
You can use recorded announcements for ACD, Call Vectoring, Call Prompting, Expert Agent Selection, VDN of Origin Announcement, Direct Department Calling, and UCD.
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Recorded announcements
Recorded announcements and automatic wakeup
Recorded announcements allow Automatic Wakeup to use the built-in integrated announcement circuit pack or sources in place of the Audichron adjunct.
If you use an integrated, multiple integrated, or external type of announcement for Automatic Wakeup, you can also administer the announcement to repeat with the integ-rep announcement type and to allow barge-in as a queue type. The benefit of repeating announcements and barge-in queues is that you do not need to use a separate port for each wakeup announcement.
Locally sourced music and announcements
Definitions
Term VAL announcement source vVAL announcement source
announcement file
Avaya Aura� Media Server announcement source
Definition
A voice announcement with a TN2501AP board.
A virtual VAL (vVAL) source integrated in a Media Gateway (G700, G250, G350, G450, and so on). The vVAL source is referred to as a virtual VAL source or an embedded VAL source.
The recorded announcement file that is played for the specific announcement extension assigned to the audio group. This file must reside on every announcement source defined in the audio group. The file name on each source must match exactly what is administered for the announcement extension. A voice announcement using an Avaya Aura� Media Server source.
Locally sourced music and announcements
Call centers can use any or all of their VAL announcement sources in the gateways as sources for the same announcement.
Note:
You refer to the Avaya Aura� Media Server-based announcement source by the letter M followed by its media-server number. For example, you must enter M5 when you are entering media-server 5 into the announcement form or the audio-group form.
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Locally sourced music and announcements
Locally sourced music offers the following benefits: � Improves the quality of the audio. � Reduces resource usage, such as VoIP resources, by selecting the nearest available source when playing the announcement. � Provides backup for announcements because a working announcement source with the same announcement file is selected from the sources if the primary announcement source is not available.
Audio groups
The VAL announcement sources that contain a particular announcement file are assigned to an audio group, for example, G1. The audio group is then assigned to the announcement or audio extension port location as a group-sourced location instead of a single-sourced location. The caller usually hears an announcement from a source that is local to the incoming call trunk facility.
Selecting the most local source of an audio group
The algorithm skips the nonworking sources to find a working source in the group. The audio group algorithm selects one of the following sources:
� A source that is local to the trunk or the user in the same media gateway or in the same group of TDM-connected or ATM-connected Port Network Gateway.
� A source in a gateway in the same network region. � One of the following sources in a gateway in the interconnected network region:
- Adjacent with the most available bandwidth and highest quality codec. - Non adjacent based on the shortest number of hops. � An Inter-Gateway Alternate Routing (IGAR)-connected source on a gateway interconnected through a PSTN trunk. This selection is based on IGAR percentage usage. If you administer an announcement file extension for queuing and the source that is selected to play the file has no available playback ports, the request to play the announcement is held in a queue until a port on the source becomes available. With Call Vectoring, callers can listen to a previously-started feedback, such as ringback, until the system connects the call to an announcement. If you do not administer queuing for the announcement file extension, the system continues to search for a local source based on the listed criteria.
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Recorded announcements
Capabilities of locally sourced music and announcements
Single or group sourced recorded announcement extensions as Music On Hold (MOH) sources You can use integrated announcement to:
� Assign the announcement to a system MOH source instead of a port location as the system MOH source.
� Play MOH and music in vectors. As with audio groups, the callers hear music from a local source. The integrated announcement provides a repeating barge-in operation by combining the integrated repeating type with a forced assignment of barge-in. To assign MOH sources, use the Music Sources or the Feature-Related System Parameters screen if you are not using tenant partitioning.
Separate MOH groups with multiple analog or auxiliary trunk music source port locations You can create separate MOH groups that can assign multiple analog or auxiliary trunk music source port locations. You can assign the MOH groups, for example, group 1, as system MOH sources instead of a single port location on the Music Sources screen. The music played is from a local music source of the assigned group. You can use an announcement or audio source extension with an assigned audio group anywhere a single-sourced announcement is used. For example, you can use a group-sourced announcement extension of type integrated in any of the following Call Vectoring commands:
� announcement xxxxxx � collect ... after announcement xxxxxx � disconnect after announcement xxxxxx � wait-time < time > [secs, mins, hrs] hearing [audio source ext ] then [music, ringback,
silence, continue] Apply a partition-defined system music source as the system music You can apply a partition-defined system music source with an MOH group or music audio groupsourced extension of type integrated as the system music using the following commands:
� wait-time < time > [secs, mins or hrs] hearing music � wait-time < time > [secs, mins or hrs] hearing [audio source ext ] then music
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Chapter 7: Time of Day Clock Synchronization
With the Time of Day (TOD) Clock Synchronization feature, you can maintain synchronous clock times across a multisite call center network. Maintenance of accurate TOD settings is important for many functions such as the following:
� Creation of time stamps for items such as error logs, Malicious Call Trace (MCT) records, and CMS data.
� Scheduling of a large number of diverse task activities on Communication Manager and the adjuncts.
Related links Using NTP/SNTP to synchronize Communication Manager to the UTC time on page 202
TOD synchronization methods
The TOD clock synchronization capabilities are available in Communication Manager releases with Multiple Locations and Daylight Saving rules. You can use the following methods to implement TOD clock synchronization:
� NTP/SNTP to administer direct switch synchronization. � Avaya Site Administration to schedule synchronization tasks.
How to use NTP/SNTP to administer direct switch synchronization
In this method, individual communication servers use either Network Time Protocol (NTP) or Simple Network Time Protocol (SNTP) to synchronize their Operating System (OS) clocks with highly accurate Coordinated Universal Time (UTC) from an Internet Time Server. The Communication Manager clock time also uses the OS clock time.
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How to use Avaya Site Administration to schedule synchronization tasks
In this method, you can use Avaya Site Administration to set up a regularly scheduled synchronization task for all servers in the call center network. You can use the time from the system clock of the client computer to synchronize the communication servers. A best practice is to run the NTP or SNTP software on the client computer to synchronize the client computer time with the UTC time from an Internet Time Server. You can use this method of time synchronization for the following communication servers:
� DEFINITY G3csi � Avaya DEFINITY Server CSI � DEFINITY G3si � Avaya DEFINITY Server SI � DEFINITY G3r � Avaya DEFINITY Server R
Using NTP/SNTP to synchronize Communication Manager to the UTC time
The method applies to the Communication Manager server on which the platform OS, Linux or Windows 2000, uses NTP or SNTP to obtain highly accurate UTC data from an Internet Time Server. The time on the OS clock, which is continuously adjusted to match the polled UTC time also provides the basis for the Communication Manager clock time. This synchronization method is accurate to the fraction of a second. When a multisite network includes Communication Manager that uses this synchronization method, each Communication Manager server maintains its own clock time. However, as all Communication Manager servers that use this method maintain settings based on the UTC time and are essentially identical, clock synchronization is still achieved. For requirements and procedures associated with this screen of clock synchronization, see Administering Avaya Aura� Communication Manager. Related links Time of Day Clock Synchronization on page 201
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How to use Avaya Site Administration to set up a TOD synchronization schedule
How to use Avaya Site Administration to set up a TOD synchronization schedule
This method for TOD clock synchronization, which applies to certain communication servers, uses the Avaya Site Administration tool installed on a client computer to set up a synchronization task schedule.
You must install Avaya Site Administration on the client computer along with the NTP or SNTP software. Connect the client computer to an Internet Time Server so that the computer can continuously poll the Internet Time Server for the UTC time. Synchronize the client clock time with the clock time of the switches on the network using the Avaya Site Administration Time Synchronization feature.
On communication servers with software releases prior to R11, the synchronization command is ignored if the minute time specified for the incoming time is the same as that currently being counted at the switch. Consequently, this synchronization method is only accurate to within 59 seconds or less on communication servers that are installed with releases prior to R11.
On communication servers that are installed with a software release of R11 or later, if the minute time specified for the incoming synchronization command is the same as that being counted at the switch, the minute count on the switch is set back to the 0-second mark for the minute. When potential network delays are factored in, this method is accurate to within 5 seconds or less.
Prerequisites for using Avaya Site Administration to set up a TOD synchronization schedule
� You must install and run Avaya Site Administration on the client computer when synchronization runs are scheduled to occur.
� You must ensure that the client computer can establish a Local Area Network (LAN) or dialup connection with the target communication servers when synchronization runs are scheduled to occur.
Important:
Before you set up TOD synchronization tasks in Avaya Site Administration, administer dedicated synchronization connections from Avaya Site Administration to each Communication Manager.
� You must install an SNTP/NTP software on the client computer and connect the client computer to an NTP Time Server through the internet.
� You must configure the Daylight Saving Time (DST) rules on the client computer since the same rule applies to the computer clock.
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Things to know before you set up a synchronization schedule
Read the following details before you use Avaya Site Administration to set up a TOD clock synchronization schedule.
Specify offset values in Standard Time equivalents
When you set up a regular schedule for a time synchronization task in Avaya Site Administration, specify an offset value that reflects the difference in local time between the client computer and a target Communication Manager location.
Avaya Site Administration uses the set time command to synchronize the Communication Manager clock time with the clock time of the Avaya Site Administration client. Avaya Site Administration always sends the set time command in Standard Time. Communication Manager checks the DST rule specified in the set time command, which is always Standard Time, and compares the Daylight Saving Rule with the existing rule. If a DST rule other than Standard Time is in effect, Communication Manager sends an error message back to Avaya Site Administration. When Avaya Site Administration receives the error message from Communication Manager, Avaya Site Administration automatically corrects the synchronization time to comply with the DST rule on the local computer and again sends the adjusted time back to Communication Manager.
When you calculate offset values to use as input in the Avaya Site Administration Time Synchronization feature, you must do the following:
� If either the client or the target Communication Manager is located in a time zone where the DST rule is in effect, convert the local time to reflect the Standard Time rule. A best practice is to always normalize Communication Manager and client times to Standard Time before you calculate offset values.
� After you normalize the local times to their Standard Time equivalents, calculate the offset time as the difference between the local Standard Time at the client end and the local Standard Time at the Communication Manager end. This value is the offset between the client computer and Communication Manager that you specify when you use the Avaya Site Administration Time Synchronization feature.
For more information on how to specify offset values in Standard Time equivalents, see the Administering Avaya Aura� Communication Manager document.
Possible lag times
You can set up multiple TOD clock synchronization tasks to run simultaneously on the client computer for possible lag between the synchronization start time on the client and actual run time at the Communication Manager server. Synchronization tasks run in a sequence and the actual synchronization run times in the Communication Manager server varies from the run time specified on the client by several minutes. However, the accuracy of the synchronization setting is not affected.
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EPN locations do not require synchronization
Expansion Port Network (EPN) cabinets that are located in a different time zone from their connecting Communication Manager do not require separate TOD clock synchronization. EPNs receives the synchronized clock time from Communication Manager, which is adjusted according to any settings that are specified in the Locations screen. You can use the change multiple locations command to access the Locations screen.
Note: CMS data synchronizes with the Communication Manager time for the ACD from which CMS data is generated. CMS data uses the same DST rules that apply to Communication Manager.
Run synchronization tasks during low traffic periods
Avaya Site Administration uses the set time command to adjust the Communication Manager clock time. Since the Communication Manager traffic can delay the completion of the set time command, schedule the clock synchronization task to run during a low traffic period on each Communication Manager.
Run synchronization tasks in the middle of CMS archive intervals
About this task Avaya Call Management System is designed to run archives at regular intervals of 15 minutes, 30 minutes, or 1 hour. Schedule the synchronization tasks to run near the middle of an archive interval. The approach minimizes potential redundancies in archive interval records for an ACD. For example, an archive interval begins at 09:00. If Communication Manager receives a synchronization command and changes the Communication Manager clock time to 08:59, a second archive interval begins when the Communication Manager clock changes to 09:00. In this case, two archive intervals that have the same 09:00 time stamp are recorded. One interval extends from 09:00 to 09:01. The other interval also begins at 09:00 and extends for the normal duration specified for archive intervals on the ACD, which is either 15, 30, or 60 minutes. To prevent such as situation, schedule synchronization tasks to run near the middle of the archive interval specified for each ACD. To determine the Call Management System archive interval length specified for an ACD: Procedure
1. Start Avaya Call Management System Supervisor. 2. From the main menu, select:
Tools > System Setup The CMS System Setup dialog appears. 3. Perform the following:
a. In the Operations list, select Storage Intervals. b. To retrieve archive interval information on an ACD, select the ACD from the ACD field
box.
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Time of Day Clock Synchronization
4. Select OK. CMS Supervisor displays the Storage Intervals window, which includes the archive interval for the ACD.
Designing a TOD clock synchronization schedule
Example of a multisite call center network
The following example scenario shows how to design an Avaya Site Administration Time Synchronization schedule for a multisite call network that spans several time zones. The example sites and the respective time zones are shown in the following figure:
1. Site is not on Daylight Saving Time (DST)
2. British Summer Time (BST) is UK Daylight Saving Time (GMT + 1)
The call center network example in this figure includes four Communication Manager locations that are located in different time zones. In this example, all Communication Manager and the client are on Daylight Saving Time, with the exception of Communication Manager 2 located in Phoenix.
Using Avaya Site Administration to create a TOD synchronization schedule requires careful planning and consideration. The steps described in the following page represent the most errorfree method you can use to design your synchronization schedule.
How to determine the location offset values
The Avaya Site Administration Time Synchronization feature sends synchronization messages specified in Standard Time to Communication Manager using the set time command. To calculate the offset values that represent the time difference between the Avaya Site
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How to use Avaya Site Administration to set up a TOD synchronization schedule
Administration client computer and the Communication Manager locations, normalize all location times to their Standard Time equivalents.
Important:
Always calculate the offset values based on comparisons between Standard Time equivalents. If DST rules are not the same for the Avaya Site Administration client location and a target Communication Manager location, significant synchronization errors can result.
The following table uses the Communication Manager locations described in the example scenario to derive correct offset values for the client computer and the Communication Manager locations.
Note:
The local time listed in the table are random and only to illustrate the time differences between locations. You can use any set of relative location time.
Local time or normalized standard time
Avaya Site Administration
Communication Manager in New York
Client computer in New York
Local Time: 06:00 EDST
Local Time: 06:00 EDST
Adjusted Standard Time: 05:00 EST Adjusted Standard Time: 05:00 EST
Client computer in New York
Communication Manager in Denver
Local Time: 06:00 EDST
Local Time: 04:00 MDST
Adjusted Standard Time: 05:00 EST Adjusted Standard Time: 03:00 EST
Client computer in New York
Communication Manager in Phoenix
Local Time: 06:00 EDST
Local Time: 03:00 MST
Adjusted Standard Time: 05:00 EST Adjusted Standard Time: 03:00 MST (New York)
Client computer in New York
Communication Manager in London
Local Time: 06:00 EDST
Local Time: 11:00 BST
Adjusted Standard Time: 05:00 EST Adjusted Standard Time: 10:00 BST
Calculated offset value
0 -2 -2
+5
The table demonstrates the importance of normalizing all local times to Standard Time when calculating time offsets. The unadjusted time difference between Denver and New York is 2 hours and the calculated offset is minus 2 hours.
However, despite the fact that the unadjusted time difference between New York and Phoenix is 3 hours, the calculated offset is also minus 2 hours, which is the same offset value that is calculated for New York and Denver.
How to determine synchronization run time
After calculating the offset values, you can schedule the synchronization task to run on the Avaya Site Administration client computer. A best practice is to normalize all local time to Standard Time equivalents.
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Time of Day Clock Synchronization
The following table shows how to obtain the synchronization task run time from the Communication Manager locations. The task run time represents the values that are entered in the Scheduler dialog in Avaya Site Administration.
Note:
Always establish clock synchronization run time on the basis of low traffic time intervals for Communication Manager. In the following example, a single local Communication Manager time is used as the synchronization run time for all Communication Manager. In actual practice, low traffic periods for Communication Manager in a multisite network may not always be the same for each Communication Manager location.
Local time or normalized standard time for synchronization at a Communication Manager location
Client computer or Synchronization run time Communication set on client computer Manager offset
Communication Manager in New York
Local Synchronization Run Time: 03:07 EDST
Adjusted Standard Time: 02:07 EST
0
2:07 AM
Communication Manager in Denver
Local Synchronization Run Time: 03:00 MDST
Adjusted Standard Time: 02:07 EST
-2
0:07 AM
Communication Manager in Phoenix
Local Time: 03:07 MST
Adjusted Standard Time:
03:07 MST
-2
1:07 AM
Communication Manager in London
Local Time: 03:07 BST
Adjusted Standard Time: 03:07 BST
+5
8:07 AM
Synchronization run times must occur during low traffic periods at Communication Manager. In this example, the simplifying assumption is made that a single low traffic time is common to all Communication Manager locations. This assumption may not be true for all call center operations.
Listed offset values are those that were derived in determining synchronization run times.
If the client computer clock is currently set to DST rules, add 1 hour to the synchronization start time that you specify in the Avaya Site Administration Schedule dialog.
Specify the run time entered in the Schedule dialog of the Avaya Site Administration Time Synchronization feature in a 12-hour AM/PM time format.
Synchronization run time considerations
If the client computer and the Communication Manager locations do not use the same DST rules, actual synchronization run time vary by an hour over the course of the year. Depending on how the DST rules between Communication Manager and client computer vary, the actual synchronization run time at Communication Manager occurs either one hour earlier or later than the time specified in Avaya Site Administration. The following basic rules apply:
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How to use Avaya Site Administration to set up a TOD synchronization schedule
Note:
The following exceptions relate only to the synchronization start times. If the offsets are calculated correctly, the following start time exceptions have no effect on the accuracy of the synchronization.
� When DST is in effect at Communication Manager but not on the client computer, the actual synchronization run time at Communication Manager occurs 1 hour later than the run time that is specified on the client computer.
� When DST is in effect at the client computer but not at Communication Manager, the actual synchronization run time at Communication Manager occurs 1 hour earlier than the synchronization run time that is specified on the client computer.
Setting up a TOD synchronization task schedule in Avaya Site Administration
Before you begin Before you set up a TOD synchronization task, create dedicated connections from Avaya Site Administration to each target Communication Manager. Procedure
1. Start Avaya Site Administration on the client computer and select a Communication Manager from the drop-down list on the main tool bar.
2. In the browser pane located on the right side of the main application window, select the Fault & Performance tab.
3. Select the Time Synchronization option. 4. In the Time Synchronization - Properties dialog box that the system displays:
� If the target Communication Manager is located in a different time zone, check the Offset field and specify the time offset between the client computer and Communication Manager.
Important:
When different Daylight Saving Time rules are in effect at the Avaya Site Administration client location and a target Communication Manager location, synchronization errors can result if you do not calculate offset values based on Standard Time equivalents. � Click Next. 5. In the Time Synchronization - Schedule dialog box that the system displays: � Check the Schedule this task to run field. � Click Schedule. 6. Perform the following tasks in the Scheduler dialog box that the system displays:
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Time of Day Clock Synchronization
Important: Schedule to run the synchronization task during a low traffic period at Communication Manager. Heavy Communication Manager traffic can delay the execution of the synchronization command. a. In the Date field, click the arrow to view the calendar and select a day to start the synchronization task. b. In the Time field, enter the time to run the synchronization task. The time you specify in this field is the time on the client computer and not the time at the target Communication Manager. To determine the correct time to enter in the Time field, perform the following tasks:
� Determine the local time at Communication Manager when the synchronization runs. If necessary, adjust the local time to the Standard Time equivalent.
� Subtract the offset factor that you used in step 4 from Communication Manager run time that you derived in the preceding sub step. The time you calculate is the run time on the client expressed in Standard Time. If DST is in effect at the client computer, increase the time by 1 hour to account for DST.
� Enter the calculated time in the Time field. c. Select one of the following options for the Recurrence Pattern field: frequent, weekly,
or monthly. Enter the time parameters specified with the option.
Note: If you select the Frequent setting, set the task to run at 24�hour intervals. d. Click Finish. e. Verify the synchronization schedule information that you provided on the Time Synchronization - Schedule dialog that appears, and click Finish. f. Click Finish on the Time Synchronization - Summary window that the system displays. 7. Repeat steps 1 through 6 to synchronize any other Communication Manager.
NTP or SNTP and Internet Time Servers
The NTP synchronizes the system time on a computer with that of an Internet Time Server that has been synchronized to a reference source such as radio, Global Positioning Service (GPS) receiver that provides Coordinated Universal Time (UTC). NTP communicates with the Internet Time Server by using a dialup modem or direct LAN connection. The SNTP is a basic version of NTP that allows for a greater degree of error, but can still deliver time to an accuracy on the order of fractions of a second.
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NTP or SNTP and Internet Time Servers
SNTP on switch platforms that support direct synchronization
The following Avaya switch platforms can use the SNTP software on the platform OS to directly synchronize the switch clock to the UTC time from an Internet Time Server:
� Avaya IP600 � DEFINITY One � Avaya S8000 Media Server � Avaya S8300 Media Server � Avaya S8700 Media Server The platforms listed include either Red Hat Linux or Windows 2000 as the platform OS. The following conditions are in effect for the SNTP configuration on the systems: � For Linux platforms, configure the IP addresses for a minimum of three different Internet Time
Servers. � For Linux platforms, go to the following Web sites for information on how to obtain NTP/
SNTP software: http://www.ubr.com/clocks/timesw/timesw.html http://www.ntp.org/software/index.html � Linux platforms support the authentication/encryption mode provided in NTP/SNTP version 3 or later support. This capability is not enabled by default. � Windows 2000 platforms can use only one SNTP client (W32Time), which limits UTC polling to one Internet Time Server IP address at a time. For more information, see the "Microsoft Windows 2000" documentation. Search for the keywords Window Time Service. � Windows 2000 platforms use the W32Time service for SNTP functions. This service does not support an authentication/encryption mode for the SNTP protocol. � W32Time service allows optional polling of a Microsoft network domain controller as the primary time server. Avaya does not support this configuration.
Platforms that synchronize through an Avaya Site Administration client computer
The following Avaya switch platforms must use the Avaya Site Administration Time Synchronization feature to maintain switch synchronization:
� DEFINITY G3csi � DEFINITY G3si � DEFINITY G3r
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Time of Day Clock Synchronization
� Avaya S8100 Media Server � Avaya S8200 Media Server � Avaya S8500 Media Server The following Web sites provide information on how to obtain the NTP/SNTP software for the Avaya Site Administration client computer: http://www.ubr.com/clocks/timesw/timesw.html http://www.ntp.org/software/index.html
Setting up ACD offset times for CMS reporting
The time stamp for CMS data is obtained from the local switch on which the data is generated. When a CMS system includes ACDs that are located in different time zones, CMS reports reflect the time zone differences based on unadjusted data. However, you can use Avaya CMS Supervisor to adjust CMS data derived from remote ACDs so that you to view data from different time zones in a common time format. The common time format is a more convenient way to view and assess simultaneous call center activity across time zones. To adjust CMS data to reflect a common time format, you must:
� Designate a master ACD. � Determine the appropriate offsets for each remote ACD. � Set the switch time zone offset values for each ACD in the CMS Supervisor Storage
Windows dialog box.
Setting switch time zone offset values for CMS report times
Procedure 1. In the main Supervisor Controller window of CMS Supervisor, select Tools > System Setup. 2. In the CMS System Setup window: a. Select the Operations tab. b. From the displayed list, select Storage Intervals. c. In the ACD field, select an ACD. d. Click OK. The system displays the Storage Intervals window. 3. In the Switch time zone offset (-23 to +23) field, assign an offset value that reflects the time difference between the target ACD and the designated master ACD.
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Setting up ACD offset times for CMS reporting
Note: For more information, see Avaya Call Management System Administration. 4. On the main menu, select Actions > Modify. 5. Repeat the procedure for any other ACDs that require a time zone offset.
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Chapter 8: Resources
Documentation
Title Supporting Avaya Aura� Communication Manager System Capacities Table
Programming Call Vectoring Features in Avaya Aura� Call Center Elite Avaya Aura� Call Center Elite Call Vectoring Feature Description
Understanding Avaya Aura� Call Center Elite Feature Reference
Avaya Aura� Communication Manager Feature Description and Implementation
Using Using Avaya Business Advocate
Using Avaya 96X1 SIP Agent Deskphones with Avaya Aura� Call Center Elite
Administering Administering Avaya Aura� Call Center Elite Troubleshooting
Use the document to:
Read about the system capacity and system scalability. Write and edit call vectors.
Learn how the Call Vectoring feature work and get to now details about feature characteristics, capabilities, capacities, and interactions.
Read about Automatic Call Distribution (ACD) and Call Vectoring features. Read about Avaya Aura� Communication Manager features.
Learn how to use Business Advocate for agent selection and call selection. Know the prerequisites for using Avaya 96X1 SIP agent deskphones with Call Center Elite.
Administer all the Call Center Elite features.
Audience
Implementation engineers, sales engineers, and solution architects Implementation engineers and system administrators Implementation engineers and system administrators
All users of Avaya Aura� Call Center Elite
All users of Communication Manager
Contact center managers, system administrators, and supervisors Implementation engineers and system administrators
System administrators
Table continues...
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Finding documents on the Avaya Support website
Title Troubleshooting Avaya Aura� Call Center Elite
Implementation Planning for an Avaya Aura� Call Center Elite Implementation
Use the document to:
Know how to troubleshoot common problems and denial events related to Call Center Elite.
Know how to transition from a basic call center environment to an Expert Agent Selection (EAS) and a Call Vectoring environment.
Audience All users who perform troubleshooting tasks in Call Center Elite
All users who perform Call Center Elite site preparation and planning tasks, including implementation engineers and sales engineers.
Finding documents on the Avaya Support website
Procedure
1. Go to https://support.avaya.com.
2. At the top of the screen, type your username and password and click Login.
3. Click Support by Product > Documents.
4. In Enter your Product Here, type the product name and then select the product from the list.
5. In Choose Release, select the appropriate release number.
The Choose Release field is not available if there is only one release for the product.
6. In the Content Type filter, click a document type, or click Select All to see a list of all available documents.
For example, for user guides, click User Guides in the Content Type filter. The list only displays the documents for the selected category.
7. Click Enter.
Accessing the port matrix document
Procedure
1. Go to https://support.avaya.com.
2. Log on to the Avaya website with a valid Avaya user ID and password.
3. On the Avaya Support page, click Support by Product > Documents.
4. In Enter Your Product Here, type the product name, and then select the product from the list of suggested product names.
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Resources
5. In Choose Release, select the required release number. 6. In the Content Type filter, select one or both the following categories:
� Application & Technical Notes � Design, Development & System Mgt The list displays the product-specific Port Matrix document. 7. Click Enter.
Avaya Documentation Center navigation
The latest customer documentation for some programs is now available on the Avaya Documentation Center website at https://documentation.avaya.com.
Important: For documents that are not available on Avaya Documentation Center, click More Sites > Support on the top menu to open https://support.avaya.com. Using the Avaya Documentation Center, you can: � Search for content by doing one of the following:
- Click Filters to select a product and then type key words in Search. - From Products & Solutions, select a solution category and product, and then select the
appropriate document from the list. � Sort documents on the search results page. � Click Languages ( ) to change the display language and view localized documents. � Publish a PDF of the current section in a document, the section and its subsections, or the
entire document. � Add content to your collection by using My Docs ( ).
Navigate to the Manage Content > My Docs menu, and do any of the following: - Create, rename, and delete a collection. - Add topics from various documents to a collection. - Save a PDF of selected content in a collection and download it to your computer. - Share content in a collection with others through email. - Receive collection that others have shared with you. � Add yourself as a watcher using the Watch icon ( ).
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Training
Navigate to the Manage Content > Watchlist menu, and do the following: - Enable Include in email notification to receive email alerts. - Unwatch selected content, all content in a document, or all content on the Watch list page. As a watcher, you are notified when content is updated or deleted from a document, or the document is removed from the website. � Share a section on social media platforms, such as Facebook, LinkedIn, and Twitter. � Send feedback on a section and rate the content. Note: Some functionality is only available when you log on to the website. The available functionality depends on the role with which you are logged in.
Training
The following courses are available on www.avaya-learning.com. Enter the course code in the Search field, and click Go to search for the course.
Course code ACIS-7391 73600V 7391X
ACSS-7491 74600V 7491X
2416W 2412W 2414W
Course title
Implementing Avaya Aura� Call Center Elite 40 hours Avaya Aura� Call Center Elite and Avaya Aura� Call Center Elite Multichannel Implementation Exam 1.50 hours
Supporting Avaya Aura� Call Center Elite 16 hours Avaya Aura� Call Center Elite and Avaya Aura� Call Center Elite Multichannel Support Exam 1.50 hours Avaya Aura� Call Center Elite Fundamentals 0.5 hour for all audiences Using Avaya Workspaces for Elite � Agents 0.5 hour for end-users Using Avaya Workspaces for Elite � Supervisors 0.5 hour for end-users
Viewing Avaya Mentor videos
Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya products.
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Resources
About this task Videos are available on the Avaya Support website, listed under the video document type, and on the Avaya-run channel on YouTube.
� To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one of the following: - In Search, type Avaya Mentor Videos, click Clear All and select Video in the Content Type. - In Search, type the product name. On the Search Results page, click Clear All and select Video in the Content Type. The Video content type is displayed only when videos are available for that product. In the right pane, the page displays a list of available videos.
� To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do one of the following: - Enter a key word or key words in the Search Channel to search for a specific product or topic. - Scroll down Playlists, and click a topic name to see the list of videos available for the topic. For example, Contact Centers. Note: Videos are not available for all products.
Support
Go to the Avaya Support website at https://support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Related links Using the Avaya InSite Knowledge Base on page 218
Using the Avaya InSite Knowledge Base
The Avaya InSite Knowledge Base is a web-based search engine that provides: � Up-to-date troubleshooting procedures and technical tips � Information about service packs � Access to customer and technical documentation
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Support
� Information about training and certification programs � Links to other pertinent information If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you can access the Knowledge Base without extra cost. You must have a login account and a valid Sold-To number. Use the Avaya InSite Knowledge Base for any potential solutions to problems. 1. Go to http://www.avaya.com/support. 2. Log on to the Avaya website with a valid Avaya user ID and password.
The system displays the Avaya Support page. 3. Click Support by Product > Product-specific Support. 4. In Enter Product Name, enter the product, and press Enter. 5. Select the product from the list, and select a release. 6. Click the Technical Solutions tab to see articles. 7. Select relevant articles. Related links Support on page 218
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Glossary
AAR abandoned call access code access trunk
ACD ACW AD adjunct adjunct routing
adjunct-controlled split
When resources are unavailable, Communication Manager uses the Automatic Alternate Routing (AAR) feature to route calls to a different route than the first-choice route.
An inbound call in which the caller disconnects the call before an agent can answer the call.
A 1-digit, 2-digit, or 3-digit dial code that activates or cancels a feature, or accesses an outgoing trunk.
A trunk that connects a main communications system with a tandem communications system in an Electronic Tandem Network (ETN) on page 226. You can use an access trunk to connect a system or tandem to a serving office or service node. Also called an access tie trunk.
Automatic Call Distribution (ACD) is a telephony feature for processing and distributing inbound, outbound, and internal calls to groups of extensions.
An agent enters the After Call Work (ACW) mode to complete ACD callrelated activities, such as filling forms or taking notes. An agent in the ACW mode is unavailable to receive ACD calls.
Abbreviated Dialing (AD) makes agent login easier as agents can press the AD button to dial an access code, split number, or login ID.
A processor that does tasks for another processor and is optional in the configuration of the other processor. See also application on page 221.
A means of evaluating calls before the calls are processed by requesting information from an adjunct. Communication Manager requests instructions from an associated adjunct and makes a routing decision based on agent availability or caller information.
An ACD split that is administered to be controlled by another application. Agents logged in to such splits must do all telephony work, ACD login, ACD logout, and work mode changes through the adjunct, except for auto-available adjunct-controlled splits, wherein agents cannot log in, log out, or change the work modes.
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adjunct-monitored call adjusted EWT administration terminal AES
agent agent report ANI appearance
application
application plan
applications processor
ARS
adjunct-monitored call
An adjunct-controlled call, active-notification call, or call that provides event reporting over a domain-control association.
A Best Service Routing (BSR) term for Expected Wait Time (EWT) plus a user adjustment set by a consider command.
A terminal that is used to administer and maintain a system.
Application Enablement Services (AES) is an Avaya product that provides a platform for the development of CTI-based applications for Communication Manager.
A member of an ACD hunt group, ACD split, or skill. Depending on the ACD software, an agent can be a member of multiple splits/skills.
A report that provides historical traffic information for internally measured agents.
Automatic Number Identification (ANI) is a display of the calling number for agents to gain access to information about the caller.
A software process that is associated with an extension and whose purpose is to supervise a call. An extension can have multiple appearances. Also called call appearance, line appearance, and occurrence.
An adjunct that requests and receives ASAI services or capabilities. Applications can reside on an adjunct. However, Communication Manager cannot distinguish among several applications residing on the same adjunct. Hence, Communication Manager treats the adjunct and all resident applications as a single application. The terms application and adjunct are used interchangeably throughout the document.
A plan used in multisite Best Service Routing (BSR) applications. The application plan identifies remote Communication Manager servers for comparison in a consider series. The plan specifies information that is required to contact each Communication Manager server and to interflow calls to the selected Communication Manager server.
A micro-computer based, program controlled computer providing application services for the switch. The processor is used with several user-controlled applications such as traffic analysis and electronic documentation.
Automatic Route Selection (ARS) is a feature that Communication Manager uses to automatically select the least cost route to send a toll call.
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Glossary ASAI association attendant attendant console
AUDIXTM auto-in Automatic Callback Automatic Circuit Assurance (ACA) automatic trunk
AUX work auxiliary trunk available agent strategy
Adjunct-Switch Application Interface (ASAI) is an Avaya protocol that applications use to gain access to the call-processing capabilities of Communication Manager.
A communication channel between adjunct and switch for messaging purposes. An active association is one that applies to an existing call on the switch or to an extension on the call.
A person at a console who provides personalized service for incoming callers and voice-services users by performing switching and signaling operations.
The workstation used by an attendant. The attendant console allows the attendant to originate a call, answer an incoming call, transfer a call to another extension or trunk, put a call on hold, and remove a call from hold. Attendants using the console can also manage and monitor some system operations. Also called console.
Audio Information Exchange (AUDIXTM) is an Avaya messaging system.
A call-answering mode in which an agent automatically receives ACD calls without pressing any button to receive calls.
A feature that enables internal callers, upon reaching a busy extension, to have the system automatically connect and ring both originating and receiving parties when the receiving party becomes available.
A feature that tracks calls of unusual duration to facilitate troubleshooting. A high number of very short calls or a low number of very long calls signify a faulty trunk.
A trunk that does not require addressing information because the destination is predetermined. A request for service on the trunk, called a seizure, is sufficient to route the call. The normal destination of an automatic trunk is the communications-system attendant group. Also called automatic incoming trunk and automatic tie trunk.
Agents enter the Auxiliary (AUX) work mode for non-ACD activities, such as taking a break, going for lunch, or making an outgoing call. Agents in the AUX work mode are unavailable to receive ACD calls.
A trunk used to connect auxiliary equipment, such as radio-paging equipment, to a communications system.
A strategy that determines how the Best Service Routing (BSR) commands in a vector identify the best skill when multiple skills have available, that is, idle agents.
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Avaya Aura� Avaya Aura� Media Server
AWOH barrier code BCMS
best BHCC BRI bridge (bridging) bridged appearance BSR
Business Advocate call appearance
Avaya Aura�
A converged communications platform unifying media, modes, network, devices, applications. Avaya Aura� is based on the SIP architecture with Session Manager at the core.
Avaya Aura� Media Server (Avaya Aura� MS) is a software-based media platform. Communication Manager uses Avaya Aura� MS to provide IP audio, tone generation and detection, and announcement capabilities similar to legacy H.248 media gateways or port networks with media processors.
Administration Without Hardware (AWOH) is a feature that allows administration of ports without associated terminals or other hardware.
A security code used with remote access to prevent unauthorized access to the system.
A software package residing on Communication Manager that monitors the operations of ACD systems. Basic Call Management System (BCMS) collects data related to the calls on Communication Manager and organizes data into reports that help supervisors manage ACD facilities and personnel.
The split/skill or location that can provide the best service to a caller as determined by BSR.
Busy-Hour Call Completion (BHCC) is a measure of the number of calls that Communication Manager successfully completes during the peak hour of a network.
Basic Rate Interface (BRI) is an ISDN configuration that offers two bearer (B) channels for voice and data and one data channel for signaling.
The appearance of a phone extension at other phones.
A call appearance on a telephone that matches a call appearance on another telephone for the duration of a call.
A feature that provides singlesite and multisite load balancing and maximizes staffing resources. Communication Manager uses Best Service Routing (BSR) to compare skills and to route calls to the best skill.
A Call Center Elite feature that establishes different service levels for different types of calls. For example, a company decides that a premium customer must receive service before the other types of customers.
For an attendant console, the six buttons labeled a to f for making calls, receiving calls, or holding calls. For a deskphone, a button labeled with an extension for making calls, receiving calls, or holding calls.
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Glossary cause value CCS or hundred call seconds channel
circuit circuit pack CMS CO communications server
confirmation tone
A value that is returned in response to requests or in event reports when a denial or unexpected condition occurs.
A unit of call traffic. Call traffic for a facility is scanned every 100 seconds. There are 3600 seconds per hour. The Roman numeral for 100 is the capital letter C. The abbreviation for call seconds is CS. Therefore, 100 call seconds is abbreviated CCS. If a facility is busy for an entire hour, the facility is said to have been busy for 36 CCS.
1. A circuit-switched call.
2. A communications path for transmitting voice and data.
3. In wideband, all of the time slots (contiguous or noncontiguous) necessary to support a call. Example: an H0-channel uses six 64kbps time slots.
4. A DS0 on a T1 or E1 facility not specifically associated with a logical circuit-switched call; analogous to a single trunk.
1. An arrangement of electrical elements through which electric current flows.
2. A channel or transmission path between points.
A card with microprocessors, transistors, and other electrical circuits. A circuit pack is installed in a switch carrier or bay. Also called a circuit board or circuit card.
A software program for reporting and managing agents, splits, trunks, trunk groups, vectors, and VDNs. With Call Management System (CMS), you can also administer some ACD features.
Central Office (CO) is a switch that a local phone company owns to provide local phone service (dial-tone) and access to toll facilities for longdistance calling.
A software-controlled processor complex that interprets dialing pulses, tones, and keyboard characters and makes the proper connections both within the system and external to the system. The communications system itself consists of a digital computer, software, storage device, and carriers with special hardware to perform the connections. A communications system provides voice and data communications services, including access to public and private networks, for telephones and data terminals on a customer's premises. Previously called a switch or a Private Branch eXchange (PBX).
A telephone tone confirming that feature activation, deactivation, or cancellation has been accepted.
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connectivity consider sequence
consider series
COR
COS
coverage answer group coverage call coverage path coverage point covering user CWC
data link data terminal dial-repeating tie trunk dial-repeating trunks direct agent
connectivity
A connection of disparate devices within a single system.
A consider series plus a queue-to best, check-best, or replybest step is called a consider sequence.
A series of consider commands typically written in sets. A set of consider commands is called a consider series.
Class of Restriction (COR) is a feature that allows classes of callorigination and call-termination restrictions for phones, phone groups, data modules, and trunk groups.
Class of Service (COS) is a feature that uses a number to specify if phone users can activate the Automatic Callback, Call Forwarding All Calls, Data Privacy, or Priority Calling features.
A group of up to eight telephones that ring simultaneously when a call is redirected by Call Coverage. Any one of the group can answer the call.
A call that is automatically redirected from the called party's extension to an alternate answering position when certain coverage criteria are met.
An order in which calls are redirected to alternate answering positions.
An extension or attendant group, VDN, or ACD split designated as an alternate answering position in a coverage path.
A person at a coverage point who answers a redirected call.
Call Work Codes (CWCs) are up to 16�digit sequences that agents type to record the occurrence of customer-defined events, such as account codes or social security numbers.
A configuration of physical facilities enabling end terminals to communicate directly with each other.
An input/output (I/O) device that has either switched or direct access to a host computer or to a processor interface.
A tie trunk that transmits called-party addressing information between two communications systems.
A PBX tie trunk that is capable of handling PBX station-signaling information without attendant assistance.
A feature, accessed only through ASAI, that allows a call to be placed in a split queue but routed only to a specific agent in that split. The call receives normal ACD call treatment (for example, announcements) and is measured as an ACD call while ensuring that a particular agent answers.
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Glossary
Direct Inward Dialing (DID) trunk DMCC
domain Dynamic Host Configuration Protocol (DHCP) Dynamic Percentage Adjustment Dynamic Queue Position
Dynamic Threshold Adjustment EAD-LOA
EAD-MIA
ECC
Electronic Tandem Network (ETN)
An incoming trunk used for dialing directly from the public network into a communications system without help from the attendant.
Device, Media, and Call Control (DMCC) is the new name for Communication Manager Application Programming Interface (API), that is, CMAPI.
A group of VDNs, ACD splits, and stations.
A protocol that dynamically assigns IP addresses to devices when the devices connect to the network.
A Business Advocate feature that automatically adjusts the agent target allocations to meet the administered service level targets.
A Business Advocate feature that queues calls from multiple VDNs to a single skill, while maintaining the service objectives of each originating VDN. For instance, DQP positions a premium customer call with an assigned service objective of 10 seconds before a regular customer call with an assigned service objective of 25 seconds. Dynamic Queue Position (DQP) is also known Service Objective by VDN.
A Business Advocate Service Level Supervisor (SLS) feature that meets the administered service levels by automatically adjusting the overload thresholds to engage reserve agents.
Expert Agent Distribution - Least Occupied Agent (EAD-LOA) is an agent selection method for call delivery. With EAD-LOA, calls are delivered to the available agent with the highest skill level and the lowest percentage of work time since login, when compared to other available agents with the same skill level.
Expert Agent Distribution - Most Idle Agent (EAD_MIA) is an agent selection method for call delivery. With EAD-MIA, calls are delivered to the available agent with the highest skill level who has been idle the longest since the last ACD call, when compared to other available agents with the same skill level.
External Call Controller (ECC) is an external Media Gateway Controller (MGC) that communicates with the G250 or G350 media gateways in a network.
A large private network that has automatic call-routing capabilities based on the number dialed and the most preferred route available. Each switch in the network is assigned a unique private network office code (RNX), and each telephone is assigned a unique extension.
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Exclusion Expansion Port Network (EPN)
Expected Wait Time (EWT) extension-in (EXT-IN)
extension-out (EXTOUT) external call
facility glare ground-start trunk
holding time ICC IMS in-use lamp
intelligent polling
Exclusion
A feature that allows multi-appearance telephone users to keep other users with the same extension from bridging onto an existing call.
A port network that is connected to the Time Division Multiplex (TDM) bus and packet bus of a processor port network. Control is achieved by indirect connection of the EPN to the processor port network using a portnetwork link.
A prediction of how long a call waits in queue before the call is answered.
A work state agents go into when answering a non-ACD call. If the agent is in manual-in or auto-in and receives an EXT-IN call, the call is recorded by the reporting adjunct as an AUX-IN call.
A work state that agents go into when placing non-ACD calls.
A connection between a communications system user and a party on the public network, or on another communications system in a private network.
A telecommunications transmission pathway and the associated equipment.
A simultaneous seizure of a 2-way trunk by two communications systems resulting in a standoff.
A trunk on which, for outgoing calls, the system transmits a request for services to a distant switching system by grounding the trunk ring lead. To receive the digits of the called number, that system grounds the trunk tip lead. When the system detects this ground, the digits are sent.
A total length of time in minutes and seconds that a facility is used during a call.
Internal Call Controller (ICC) is an internal MGC that communicates with the G250 or G350 media gateways in a network.
IP Multimedia Subsystem (IMS) is an architectural framework for delivering IP multimedia services.
A red light on a multiappearance telephone that lights to show which call appearance will be selected when the handset is lifted or which call appearance is active when a user is off-hook.
An automatic feature of Best Service Routing (BSR) that significantly reduces the number of status polls executed. When a remote location
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Glossary
intercept tone interflow internal call internal measurement intraflow ISDN
ISDN Gateway (IG)
ISDN trunk line line port link maintenance
major alarm
management terminal
cannot be the best resource at a given moment in time, the intelligent polling feature temporarily suppresses polls to that location.
An tone that indicates a dialing error or denial of the service requested.
An ACD term that refers to the ability to establish a connection to a second ACD and overflow a call from one ACD to the other.
A connection between two users within a system.
A BCMS measurement that is made by the system.
An ACD term that refers to the ability for calls to redirect to other splits on the same Communication Manager to backup the primary split.
Integrated Services Digital Network (ISDN) is a communication standard for digital transmission of voice and data in a public switched telephone network.
A feature allowing integration of the switch and a host-based telemarketing application using a link to a gateway adjunct. The gateway adjunct is a 3B-based product that notifies the host-based telemarketing application of call events.
A trunk administered for use with ISDN-PRI. Also called ISDN facility.
A transmission path between a communications system or Central Office (CO) switching system and a telephone.
A piece of hardware that provides the access point to a communications system for each circuit associated with a telephone or data terminal.
A transmitter-receiver channel that connects two systems.
Activities involved in keeping a telecommunications system in proper working condition: the detection and isolation of software and hardware faults, and automatic and manual recovery from these faults.
An indication of a failure that has caused critical degradation of service and requires immediate attention. Major alarms are automatically displayed on LEDs on the attendant console and maintenance or alarming circuit pack, logged to the alarm log, and reported to a remote maintenance facility, if applicable.
A terminal that the system administrator uses to administer the switch. The administrator can also use the management terminal to gain access to the BCMS feature.
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manual-in MAO
message center message-center agent MGC minor alarm
multiappearance telephone network region Network Specific Facility (NSF) node
non switch-classified outbound calls Non-Facility Associated Signaling (NFAS)
manual-in
A call-answering mode in which an agent must press manual-in to receive an ACD call.
Maximum Agent Occupancy (MAO) is a feature that Communication Manager uses to set thresholds on the amount of time that an agent spends on a call. The MAO threshold is a system-administered value that places an agent in the AUX work mode when the agent exceeds the MAO threshold for calls.
An answering service that supplies agents and stores messages for later retrieval.
A member of a message-center hunt group who takes and retrieves messages for telephone users.
Media Gateway Controller (MGC) controls the phone services on a media gateway.
An indication of a failure that affects customer service. Minor alarms are automatically displayed on LEDs on the attendant console and maintenance or alarming circuit pack, sent to the alarm log, and reported to a remote maintenance facility.
A telephone equipped with several call-appearance buttons for the same extension, allowing the user to handle more than one call on that same extension at the same time.
A group of IP endpoints and Communication Manager IP interfaces that are interconnected by an IP network.
An information element in an ISDN-PRI message that specifies which public-network service is used. NSF applies only when Call-by-Call Service Selection is used to access a public-network service.
A network element that connects more than one link and routes voice or data from one link to another. Nodes are either tandem or terminal. Tandem nodes receive and pass signals. Terminal nodes originate a transmission path or terminate a transmission path. A node is also known as a switching system.
Proactive Contact outbound calls that are automatically launched by Communication Manager.
A method that allows multiple T1 or E1 facilities to share a single Dchannel to form an ISDN-PRI. If D-channel backup is not used, one facility is configured with a D-channel, and the other facilities that share the D-channel are configured without D-channels. If D-channel backup is used, two facilities are configured to have D-channels (one D-channel on
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Glossary
pickup group poll suppression
primary extension principal principal (user) private network Processor Port Network (PPN) public network queue redirection criteria Redirection on No Answer reorder tone Service Level Maximizer (SLM)
simulated bridged appearance
each facility), and the other facilities that share the D-channels are configured without D-channels.
A group of individuals authorized to answer any call directed to an extension within the group.
An automatic feature of BSR that significantly reduces the number of status polls executed. When a remote location cannot be the best resource at a given moment in time, the intelligent polling feature temporarily suppresses polls to that location. See status poll on page 231.
A main extension associated with the physical telephone or data terminal.
A terminal that has the primary extension bridged on other terminals.
A person to whom a telephone is assigned and who has message-center coverage.
A network used exclusively for the telecommunications needs of a particular customer.
A port network (PN) controlled by a switch-processing element that is directly connected to that PN's TDM bus and LAN bus.
A network that can be openly accessed by all customers for local and long-distance calling.
An ordered sequence of calls waiting to be processed.
Information administered for each telephone's coverage path that determines when an incoming call is redirected to coverage.
An optional feature that redirects an unanswered ringing ACD call after an administered number of rings. The call is then redirected back to the agent.
A tone to signal that one of the facilities such as a trunk or a digit transmitter, was not available.
An agent selection strategy that ensures that a defined service level of X % of calls are answered in Y seconds. When SLM is active, the software verifies that inbound calls are matched with agents in a way that makes sure that the administered service level is met. SLM is an optional Call Vectoring feature that is used with Expert Agent Selection (EAS), and without Business Advocate.
A feature with which a terminal user can bridge onto a call answered by another user. A simulated bridged appearance is a temporary bridged appearance.
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SIP
split (agent) status report split condition
split number split report SSC
staffed status lamp
status poll stroke counts switch-classified outbound calls system printer system report system-status report
SIP
Session Initiation Protocol (SIP) is an application-layer control signaling protocol for creating, modifying, and terminating sessions with more than one participant using http like text messages.
A report that provides real-time status and measurement data for internally-measured agents and the split to which agents are assigned.
A condition whereby a caller is temporarily separated from a connection with an attendant. A split condition automatically occurs when the attendant, active on a call, presses the start button.
An identification of the split to Communication Manager and to BCMS.
A report that provides historical traffic information for internally measured splits.
Single Step Conference (SSC) is a client-side IP call recording method that uses:
� The AES DMCC service to provide the required media control by registering standalone recording devices.
� The AES TSAPI service to provide call information, call monitoring, and third-party call control functionality.
An indication that an agent position is logged in. A staffed agent functions in one of four work modes: auto-in, manual-in, ACW, or Aux.
A green light that shows the status of a call appearance or a feature button by the state of the light (lit, flashing, fluttering, broken flutter, or unlit).
A call that Communication Manager makes to gain status data from a remote place in a multisite BSR application plan.
A method used by ACD agents to record up to nine customer-defined events per call when a reporting adjunct is active.
Outbound calls placed by the Proactive Contact dialer and connected to the agents.
An optional printer that used to print scheduled reports using the report scheduler.
A report that provides historical traffic information for internally-measured splits.
A report that provides real-time status information for internally-measured splits.
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Glossary trunk trunk allocation trunk group UCD-LOA
UCD-MIA
UDP
VDN
vector-controlled split work mode
A dedicated telecommunications channel between two communications systems or Central Offices (COs).
The manner in which trunks are selected to form wideband channels.
An arrangement of communication channels that carry multiple calls for the same phone number.
Uniform Call Distribution-Least Occupied Agent (UCD-LOA) is an agent selection method for delivery of calls under agent surplus conditions. With UCD-LOA implemented, calls are delivered to the available, that is, idle agent with the lowest percentage of work time since login.
Uniform Call Distribution-Most Idle Agent (UCD-MIA) is an agent selection method for delivery of calls under agent surplus conditions. With UCDMIA implemented, calls are delivered to the available agent who has been idle the longest since the last ACD call that the agent received.
Uniform Dial Plan (UDP) is a feature that allows a unique number assignment for each terminal in multi-switch configurations, such as a Distributed Communications System (DCS) or main-satellite-tributary system.
Vector Directory Number (VDN) is an extension number that directs calls to a vector. VDNs can represent a call type or a service category, such as Billing or Customer Service.
A hunt group that you can gain access to only by dialing a VDN extension.
A function that an agent performs during the work shift. ACD work modes include AUX work, auto-in, manual-in, and ACW.
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Index
A
AAS, administering ............................................................ 121 AAS ports .....................................................................12, 121 abandoned call search .......................................................121 acceptable service level (ASL) ............................................ 86 accessing port matrix .........................................................215 ACD screen reference ....................................................... 127 ACW agents in MIA queue .................................................. 12 ACW timeout ........................................................................12 add/remove skills
adding skills ................................................................ 121 screen reference .........................................................121 adding login IDs ................................................................... 11 administering reporting adjuncts ....................................................... 166 administration commands Agent LoginID ............................................................... 11 Policy Routing Table ..................................................... 76 Reason Code Names ................................................... 78 Service Hours Table ..................................................... 79 system parameters ....................................................... 34 VuStats Display Format ................................................ 98 after call work (ACW) .........................................................129 agent data types ................................................................ 103 agent disconnect tones ......................................................126 agent-level administration ..................................................130 agent login IDs, creating .................................................... 129 agent mobility .......................................................................75 agent skills adding .........................................................................129 changing ..................................................................... 129 deleting ....................................................................... 129 viewing ........................................................................129 agent TN and skill TN, matching ..........................................12 allowed with exclusion service observing ..........................................................49 single step conference (SSC) .......................................49 analog announcements ..................................................... 190 ANI vector routing ................................................................ 27 announcement analog line types
analog-fd ............................................................. 190 analog-m ............................................................. 190 auxiliary trunk types aux-trk-m ............................................................. 191 aux-trunk ............................................................. 191 circuit packs ................................................................194 deleting ....................................................................... 197 DS1 types ds1�fd ..................................................................191 ds1�ops ...............................................................191 ds1�sa .................................................................191
VAL (continued) externally recorded ..................................................... 194 file ............................................................................... 198 integrated ....................................................................194 integrated types integ-mus .............................................................192 integ-rep .............................................................. 192 playback ports .................................................................... 194 recorded ..................................................................... 189 recording stop ......................................................................196 sessions ......................................................................195 source .........................................................................198 storage time ................................................................194 types analog ..................................................................190 VAL audio groups ........................................................199 vVAL ........................................................................... 198
application sequencing ...................................................... 179 ASAI
administering conference ...........................................................160 release .................................................................160 transfer ................................................................ 160
ASAI links .......................................................................... 152 ASAI routing .........................................................................27 ASL algorithm
administering .............................................................. 169 assigning a BCMS login ID .................................................. 24 assigning AUDIX name ........................................................12 AT&T In-Band Transfer Connect ........................................158 attendant vectoring ........................................................ 27, 86 audio group algorithm ........................................................ 199 AUDIX extension ................................................................. 56 AUDIX name ................................................................82, 185 AUDIX ports .........................................................................12 auto-answer ................................................................. 82, 185 auto-answer agents ............................................................. 12 auto-answer field preference ............................................... 12 auto available split/skill (AAS) ............................................121 AUX work reason code ........................................................ 12 Avaya support website .......................................................218
B
barge-in ..............................................................................193 BCMS, administering ......................................................... 128 BCMS-measured split or skill ...............................................22 BCMS service level ............................................................128 bearer capability class (BCC) ...................................... 82, 185 best service routing
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Index
polling (continued) polling administering ....................................................... 134 without B-channel ................................................134 singlesite .....................................................................131
BSR agent selection ............................................................ 86 BSR local treatment ...........................................................133 BSR tie strategy .................................................................134 Business Advocate screens ...............................................130
C
caller disconnect tones ...................................................... 126 caller information ................................................................. 39 call handling .......................................................................124 call handling preference ...............................................12, 129 call handling time ............................................................... 182 calling part number, sending ................................................12 calling party number (CPN) ......................................... 82, 185 callmaster phones ..............................................................177 call origin ......................................................................86, 175 call prompting ...................................................................... 27
screen reference .........................................................139 call queuing time ................................................................182 callr-info, administering ......................................................125 call routing
dedicated .................................................................... 179 call selection measurement ....................................... 129, 130 call selection method
greatest need ..............................................................130 percent allocation ....................................................... 130 skill level ..................................................................... 130 calls warning threshold ........................................................ 56 call vectoring administering .............................................................. 140 call warning threshold ........................................................ 161 call work code (CWC) ........................................................ 124 ccr link ................................................................................167 ccr links ................................................................................41 central office (CO) ..............................................................121 changing agent skills console permissions ................................................... 122 COR number .............................................................. 122 changing login IDs ................................................................11 changing skills ................................................................... 124 class of restriction (COR) .........................................30, 31, 56 clear caller information leave-ACW ................................................................... 39 next-call ........................................................................ 39 on-call-release .............................................................. 39 CM interfaces .....................................................................166 CM screens Signaling Group ..........................................................180 coach on single step conference (SSC) .............................. 49 collection delete ..........................................................................216 edit name ....................................................................216
collection (continued) generating PDF .......................................................... 216 sharing content ........................................................... 216
conference tone on service observing ................................. 49 configuring agent mobility .................................................. 126 configuring EC500�enabled mobile agents ....................... 126 connecting calls to announcements ...................................199 console permission ............................................................ 124 console permissions .................................................. 121, 165 content
publishing PDF output ................................................ 216 searching .................................................................... 216 sharing ........................................................................216 sort by last updated .................................................... 216 watching for updates .................................................. 216 controlling adjunct ................................................................56 converse data delay ...........................................................176 converse data return ..........................................................176 converse signaling ............................................................. 176 COR commands .................................................................. 30 COR field descriptions ......................................................... 31 COR screen ......................................................................... 30 coverage path .............................................................. 56, 174 coverage path for login ID ....................................................12 CPN, sending ...............................................................82, 185 CPN prefixes ......................................................................155
D
data passing ...................................................................... 176 dedicated trunk groups ...................................................... 179 destination node ................................................................ 167 destination port .................................................................. 167 direct agent announcements ............................................. 147 direct agent calling .....................................................147, 148
administering .............................................................. 146 direct agent call preference ................................................. 12 disconnect tones ..................................................................39 displaying VDN name ........................................................ 148 distributed communications services (DCS) ........................ 56 documentation center ........................................................ 216
finding content ............................................................ 216 navigation ................................................................... 216 documentation portal ......................................................... 216 finding content ............................................................ 216 navigation ................................................................... 216 document changes .............................................................. 10 duplicate VDNs .................................................................... 85 duplicate vectors, creating ................................................... 33 dynamic percentage adjustment ..........................................56 dynamic queue position (DQP) ....................................56, 129 dynamic threshold adjustment ............................................. 56
E
EAS, administering ............................................................ 142 enhanced callr-info ............................................................ 125
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Index
enhanced vectoring ............................................................. 27 event counts ...................................................................... 124 expected call handling time ................................................. 56 extension number manipulation, preventing ...................... 179
F
field descriptions Call Management System ............................................ 41 Hunt Group ................................................................... 56
fields related to EAS .......................................................... 143 finding content on documentation center ...........................216 finding port matrix .............................................................. 215 forced agent aux work
location administering, prerequisites ................................ 149
skill administering, prerequisites ................................ 149
forced agent logout ............................................................ 150 ACW administering, prerequisites ................................ 151 clock time administering, prerequisites ................................ 149 location administering, prerequisites ................................ 149 skill administering, prerequisites ................................ 149
forced logout ........................................................................ 12 foreign eXchange (FX) .......................................................121
G
group extension ................................................................... 56 group type
ead-loa ........................................................................130 ead-mia .......................................................................130 pad ..............................................................................130 ucd-loa ........................................................................130 ucd-mia .......................................................................130 group types, administering .................................................129
incoming call identification (ICI) ........................................... 39 InSite Knowledge Base ......................................................218 integrated announcements ................................................ 194 intercept tone ............................................................. 122, 123 intercom calls ...............................................................82, 185 interface channel ............................................................... 167 interface link .......................................................................167 interflow and intraflow
screen reference .........................................................153 interflow VDN at remote locations ....................................... 25 interruptible aux
deactivation ................................................................ 152 notification .................................................................. 152 screen reference .........................................................152 threshold .....................................................................152 INVITE message ................................................................182 ISDN trunks, NCR ..............................................................156 IVR ports ............................................................................183
L
least occupied agent (LOA) ............................................... 129 leave word calling (LWC) ..................................................... 12 listen port numbers ............................................................ 179 local agent preference ....................................................... 153 local audio source ..............................................................199 local call preference .....................................................12, 153 locally sourced announcements ........................................ 200 local session ...................................................................... 167 local VDN administration ................................................... 133 location preference ............................................................ 153 location preference distribution ............................................12 logging agents out ............................................................... 12 login ID characters ...............................................................24 logout reason code .............................................................. 12 look-ahead interflow
screen reference .........................................................154 LWC messages, storing ....................................................... 12
M
H
holiday table administration commands .............................................54
Holiday Vectoring administration ......................................... 54 hunt-group
commands .................................................................... 56 duplicate ....................................................................... 56 Hunt Group administration ...................................................55 hunt groups ........................................................................129
I
ICI tones .............................................................................. 39 inbound call management (ICM) ........................................152
MAO, administering ........................................................... 155 master vector ....................................................................... 33 matching tenant numbers .................................................... 12 maximum agent occupancy (MAO) ................................... 155 maximum logged-in SIP agents .........................................178 maximum time in ACW ................................................ 12, 150 MCH, administering ........................................................... 156 MCH, forced .......................................................................156 MCH, on request ................................................................156 message
INVITE ........................................................................ 182 messaging server adjunct (MSA) .........................................12 MIA Across Skills ................................................................. 12 mis link ...............................................................................167 mis links ............................................................................... 41 multimedia call handling ...................................................... 27
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Index
multiple locations ................................................. 82, 153, 185 multiple observers ..............................................................170 multisite BSR
screen reference .........................................................132 multisite call center ............................................................ 206 music
locally sourced ............................................................198 music on hold (MOH) .........................................................200 MWI Served User Type ........................................................12 My Docs .............................................................................216
N
NCR, administering ....................................................156, 158 NCR for ISDN .................................................................... 156 NCR for SIP ....................................................................... 158 network call redirection (NCR) ...................................156, 158 network redirection .............................................................. 25 nonbarge-in ........................................................................193 non predictive calls .............................................................. 39 non-predictive calls ............................................................ 168 NTP or SNTP
internet time servers ................................................... 210
O
office hours, administering ................................................... 79 off-pbx FNE administration commands ................................74 off-pbx FNE screen .............................................................. 74 offset times for CMS reporting
setting up .................................................................... 212 outboard proxy SIP (OPS) ................................................. 178
P
passing prefixed CPN ........................................................ 155 percent allocation .................................................................12 policy routing table (PRT) .................................................. 160 poll suppression ...................................................................25 port matrix ..........................................................................215 predictive calls ................................................................... 167 Proactive Contact, reporting .............................................. 167 Proactive Contact calls, reporting ...................................... 168 proc channel ...................................................................... 167 PRT administration .............................................................. 76
Q
q-calls button ..................................................................... 161 q-time button ......................................................................161 queue limit ......................................................................... 161 queue status indications
screen reference .........................................................161
R
reason code options ............................................................ 12 reason codes
screen reference .........................................................161 reason codes, assigning names .......................................... 78 recorded announcements .......................................... 189, 193 recording announcements ................................................. 195 recording device ................................................................ 170 redirection
IP failure ..................................................................... 162 no answer ................................................................... 163 OPTIM failure ............................................................. 164 redirect on OPTIM failure (ROOF) .....................................182 relaying UCIDs ...................................................................171 remote location VDNs, accessing ........................................25 remote logout .....................................................................165 remote logout FAC .............................................................165 remote session .................................................................. 167 remote VDN administration ................................................133 removing skills ........................................................... 121, 123 reorder tone ............................................................... 122, 123 reporting adjunct adding nodes .............................................................. 165 administering .............................................................. 165 reporting adjunct compatibilities .......................................... 41 reporting adjunct interfaces ............................................... 166 reporting adjuncts .............................................................. 128 administering .............................................................. 166 sending data ................................................................. 25 reporting issues, preventing ...............................................179 reserve agents, assigning ..................................................129 reserve levels .......................................................................12 return destination ............................................................... 175 ringback duration ............................................................... 147 ringer-off ...............................................................................39 ROIF screen reference .........................................................162 RONA screen reference .........................................................163 ROOF screen reference .........................................................164
S
scheduling synchronization tasks ...................................... 207 screen reference
Agent LoginID ............................................................... 11 BCMS ........................................................................... 22 Business Advocate ..................................................... 130 VuStats ......................................................................... 22 searching for content ......................................................... 216 security codes ......................................................................12 sending calling party number ...............................................12 sending direct agent calls .................................................... 12 sending name on ISDN trunk group .................................... 12 service hours table ...............................................................79
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Index
service hours table (continued) administering .............................................................. 168
service level maximizer (SLM) ...........................................168 service level supervisor (SLS) ........................................... 129 service level targets ..................................................... 39, 168 service objective (SO) ........................................................129 service observer ................................................................ 170 service observing .................................................................49
multiple observers ...................................................... 170 screen reference .........................................................169 service observing permissions .............................................31 Session Manager entities ........................................................................ 179 profile configuration .................................................... 179 session refresh interval ......................................................182 sharing content .................................................................. 216 singlesite BSR administering .............................................................. 131 SIP adding trunks .............................................................. 179 dedicated trunk groups ............................................... 179 SIP phone buttons after-call ......................................................................178 agnt-login ....................................................................178 aut-msg-wt ..................................................................178 auto-in .........................................................................178 aux-work ..................................................................... 178 coach .......................................................................... 178 manual-in ....................................................................178 q-calls ......................................................................... 178 stroke-cnt ....................................................................178 uui-info ........................................................................178 vu-display ................................................................... 178 work-code ................................................................... 178 SIP phones, administering .................................................178 SIP traffic ........................................................................... 182 SIP trunks, NCR ................................................................ 158 skill, assigning ......................................................................12 skill access codes .............................................................. 121 skill-level administration .....................................................130 skill levels, assigning ........................................................... 12 skill priority ........................................................................... 12 skills, changing .................................................................. 124 skills, removing .................................................................. 123 SLM, administering ............................................................ 168 sort documents by last updated .........................................216 SPI links ...............................................................................41 split or skill data types ........................................................ 112 station administering
conference ...........................................................160 release .................................................................160 transfer ................................................................ 160 station administration .....................................................81, 82 station ports ....................................................................... 183 Station screen, administering ...................................... 82, 185 status poll VDN .................................................................... 25
storing LWC messages ........................................................ 12 support ...............................................................................218 suppress polling ...................................................................25 switch node, assigning IDs .................................................. 25 switch processor element (SPE) ..........................................12 system-level administration ............................................... 130 systemwide feature administration ...................................... 34
T
tenant number (TN) ....................................................... 56, 86 tenant partitions ....................................................... 12, 56, 86 time adjustments ..................................................................79 timed ACW, administering ................................................. 124 time of day
location offset values .................................................. 206 set up ..........................................................................203 synchronization
considerations ..................................................... 208 methods ...............................................................201 prerequisites ........................................................203 time of day (TOD) .............................................................. 201 time warning threshold .......................................................161 time zone offset ..................................................................175 tracking outbound calls ........................................................ 39 transmitting UCIDs .............................................................171 Trunk Group data types ..................................................... 117 two observers ...................................................................... 49
U
UCID, administering ...........................................................171 UCID, sending ................................................................... 171 uniform dial plan (UDP) ....................................................... 56 universal call identification (UCID) .....................................171 measured trunks ................................................................ 165 unmeasured trunk groups ..................................................178 user-to-user information (UUI) ........................................... 174 using extensions as AAS ports ............................................ 12 UUI
transport ISDN trunks ......................................................... 172 SIP trunks ............................................................173
uui-info ............................................................................... 174 uui-info feature button ........................................................174 UUI treatment ............................................................ 171�173
V
VDN coverage path .............................................................174 field descriptions ...........................................................86 holiday vectoring ...........................................................86 origin announcement ............................................ 86, 174 override .........................................................................86 return destination ..................................................86, 175
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Index
VDN (continued) time zone ...................................................................... 86 time zone offset .......................................................... 175 variables ....................................................................... 86
VDN administration ..............................................................85 VDN commands ...................................................................85 VDN data types .................................................................. 118 VDN in a coverage path (VICP) .........................................174 VDN of origin announcement (VOA) ..................................174 vector names, assigning ...................................................... 33 vector variables ....................................................................27 videos ................................................................................ 217 viewing login IDs ..................................................................12 VOA ................................................................................... 174 voice response integration (VRI) ....................................... 176 VRD ................................................................................... 175 VRI
screen reference .........................................................176 vrt administration ................................................................. 97 VRU port
tones administering ....................................................... 183
VRU ports .......................................................................... 183 VuStats
data type split ...................................................................... 116 trunk group ...........................................................118 VDN .....................................................................120
screen reference .........................................................176 VuStats button ................................................................... 177 VuStats data types ......................................103, 112, 117, 118
W
warning tone on service observing ...................................... 49 watch list ............................................................................ 216 wide area telecommunications service (WATS) .................121
Z
zip tones ...................................................................... 39, 177
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