555-233-757 Issue 3 July 2001
Checklist for adding a new phone user Use this checklist to ensure each user’s information is complete and accurate for all of your company’s applications.
Credits Patrons Curtis Weeks Supporters Ed Cote, Randy Fox, Jerry Peel, Pam McDonnell Writers Renee Getter, Cindy Bittner, Greta Cleary, Kim Livingston, Jay Winstead Graphics Laurie King, Karen Consigny Production Deborah Kurtright Contributors Cathi Schramm, Robert Plant, John O’Keefe Web/CD Production Ellen Heffington Special Thanks to Kim Santich — Customer Champion; Steven Gaipa —Marketing; Rick Thompson — DEFINITY User Group; Doug Schneider, Marcia Bubeck, Barry Bunch, Dan Selvig, and Pat
Copyright 2001, Avaya Inc. All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf.
Contents Welcome ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Why another instruction book? We wrote this book for you! What information is in this book? How to use this book Security concerns Trademarks and service marks Related books Tell us what you think! How to get this book on the web How to order more copies How to get help ix ix x xi xiii xiv xiv xv xv xvi xvii Managing trunks ■ ■ Understanding trunks Adding trunk groups 1 4 Setting up night service ■ ■ ■ ■ ■ Setting up night service for hunt groups Setting up nig
Contents Managing announcements ■ ■ ■ ■ ■ ■ What is an announcement? Adding announcements Recording announcements Deleting announcements Backing up your announcements VAL Manager 19 20 22 25 26 27 Managing hunt groups ■ ■ ■ What are hunt groups? Setting up hunt groups Setting up a queue Adding hunt group announcements Call distribution methods 29 30 33 35 37 Managing vectors and VDNs ■ ■ What are vectors? Writing vectors Allowing callers to leave a message Inserting a step Deleting a step Diagnosi
Contents Using reports ■ ■ ■ ■ ■ ■ Using report scheduler Setting printer parameters Scheduling and printing reports Listing scheduled reports Changing scheduled reports Removing scheduled reports Analyzing report data Using attendant reports Measuring attendant group traffic Measuring individual attendant performance Measuring attendant group performance Trunk group reports Summary of trunk group activity Hourly trunk group activity Out-of-service trunks Current trunk group status Least used trunks M
Contents Understanding call centers ■ ■ ■ What is a call center? Planning a call center Setting up the call flow Testing the system Monitoring your call center Viewing system capacity Understanding Automatic Call Distribution Enhancing an ACD system Selecting a call management system Glossary 85 Index 93 Helpful Avaya Customer Catalogs viii 73 74 75 77 78 79 79 80 81 Issue 3 July 2001 inside back cover Send feedback: document@avaya.
Welcome Why another instruction book? You’ve told us that you want more step-by-step instructions on administration tasks for your DEFINITY system. Here they are! This book contains instructions for completing tasks that were not covered in DEFINITY System’s Little Instruction Book for basic administration. Some steps may vary a bit between the different versions of DEFINITY, but the instructions provided will help you through the most basic operations.
Welcome What information is in this book? The Little Instruction Book for advanced administration is divided into sections to help you find information about advanced topics. Managing trunks describes the different types of trunks and how to add a trunk group. Setting up night service explains how to set up night service and explains how different types of night service work together. Managing announcements explains how to add, record, change, delete, and back up announcements.
How to use this book How to use this book Become familiar with the following terms, procedures, and conventions. They help you use this book with your telephone system and its software. ■ To “move” to a certain field, you can use the TAB key, arrows, or the RETURN key. ■ A “screen” is a screen form displayed on the terminal monitor. ■ In this book we always use the term phone; other Avaya books may refer to phones as voice terminals.
Welcome ■ We show commands and screens from the newest DEFINITY telephone system and refer to the most recently released books. Please substitute the appropriate commands for your system (if necessary) and refer to the manuals you have on hand. ■ If you need help constructing a command or completing a field entry, remember to use HELP. — When you press HELP at any point on the command line, a list of available commands appears.
Security concerns ! CAUTION: Denotes possible harm to software, possible loss of data, or possible service interruptions. ! SECURITY ALERT: Indicates when system administration may leave your system open to toll fraud. Security concerns Toll fraud is the theft of long distance service. When toll fraud occurs, your company is responsible for charges. However, Avaya will indemnify your organization for toll fraud charges when you complete the Service Agreement Indemnity Enhancement Certification.
Welcome Trademarks and service marks The following are registered trademarks of Avaya: ■ AUDIX® ■ BCMS Vu® Callmaster® ■ Centre Vu® ■ ■ CONVERSANT® ■ DEFINITY® ■ IntuityTM ■ Magic On Hold® Acrobat® is a registered trademark of Adobe Systems Incorporated. Related books DEFINITY System’s Little Instruction Book for basic administration and DEFINITY System’s Little Instruction Book for basic diagnostics are companions of this book. We suggest you use them often.
Tell us what you think! Tell us what you think! Let us know what you like or don’t like about this book. Although we can’t respond personally to all your feedback, we promise we will read each response we receive. Write to us at: Avaya Product Documentation Group Room 22-2G12 1200 W. 120th Avenue Denver, CO 80234 USA Fax to: +1 303 538 1741 Send email to: document@avaya.
Welcome How to order more copies Call: Avaya Publications Center Voice +1 888 582 3688 Fax +1 800 566 9568 International Voice +317 322 6416 International Fax +317 322 6699 Write: 200 Ward Hill Ave, Haverhill, MA 01835 USA Attn: Avaya Account Management Order: Document No. 555-233-757, Issue 3, July 2001 We can place you on a standing order list so that you will automatically receive updated versions of this book.
How to get help How to get help If you need additional help, the following services are available. You may need to purchase an extended service agreement to use some of these services.
Welcome xviii Issue 3 July 2001 Send feedback: document@avaya.
trunks Managing trunks This section provides an overview of trunks and tells you how to add trunk groups to your system Understanding trunks Trunks carry phone signals from one place to another. For example, one type of trunk carries phone signals from your switch to the central office (CO). Groups of trunks perform specific functions. Use the following table to help determine which types of trunk groups your company uses.
Managing trunks 2 trunk group description CAMA Centralized Automatic Message Accounting (CAMA) trunks route emergency calls to the local community’s Enhanced 911 systems. CO Central Office (CO) trunks typically connect your switch to the local central office, but they can also connect adjuncts such as external paging systems and data modules. CPE Customer Premise Equipment (CPE) trunks connect adjuncts, such as pagers and announcement or music sources, to the switch.
trunk group description ISDN Integrated Services Digital Network (ISDN) trunks allow voice, data, video, and signaling information to be sent with calls. trunks Understanding trunks There are two types of ISDN trunks: ISDN-Basic Rate Interface (ISDN-BRI) connect telephones, personal computers, and other desktop devices to the switch. ISDN-Primary Rate Interface (ISDN-PRI) connect equipment such as switches to the network, and acts as an interface between equipment such as switches and computers.
Managing trunks Adding trunk groups Occasionally, your company’s phone requirements change and you need to add new trunk groups to your system. For example, maybe your company is expanding and you must have additional two-way access between your switch and your local phone company or CO. After doing some research, you decide that you need to add another CO trunk. Once you decide that you want to add a new trunk, contact your vendor.
Adding trunk groups To add a new trunk-group: trunks 1. Type add trunk-group next and press RETURN. The Trunk Group screen appears. The system assigns the next available trunk group number to this group. In our example, we are adding trunk group 5.
Managing trunks 3. Type a name to identify this trunk group in the Group Name field. In our example, we used outside calls. 4. In the TAC field, type the code you want to use to access the new trunk group. In our example, we used 647. 5. In the Direction field, indicate the call-flow direction. For our example, leave the default of two-way. 6. If you want to direct calls to a night extension, type the extension number in the Night Service field. In our example, direct night calls to extension 1234. 7.
Adding trunk groups GROUP MEMBER ASSIGNMENTS Port Code Sfx Name 1: 1B1501___ 2: 1B1523___ 3: 1B1601___ 4: 1B1623___ 5: 1B1701___ 6: _________ 7: _________ 8: _________ 9: _________ 10: _________ 11: _________ 12: _________ 13: _________ 14: _________ 15: _________ Night 5211_______ 5212_______ 5213_______ 5214_______ 5215_______ ___________ ___________ ___________ ___________ ___________ ___________ ___________ ___________ ___________ ___________ trunks TRUNK GROUP Administered Members (min/max): xxx/yy
Managing trunks 8 Issue 3 July 2001 Send feedback: document@avaya.
You can use night service to direct calls to an alternate location when the primary answering group is not available. For example, you can administer night service so that anyone in your marketing department can answer incoming calls when the attendant is at lunch or has left for the day. Once you administer night service to route calls, your end-users merely press a button on the console or a feature button on their phones to toggle between normal coverage and night service.
Setting up night service Setting up night service for hunt groups You can administer hunt group night service if you want to direct hunt group calls to a night service destination. Let’s say your helpline on hunt group 3 does not answer calls after 6:00 p.m. (18:00). When customers call after hours, you would like them to hear an announcement that asks them to try their call again in the morning.
Setting up night station service 2. Enter 1234 in the Night Service Destination field. 3. Press ENTER to save your changes. Once you modify the hunt group, you also need to assign a hunt-ns feature button to a hunt group phone, so that the users in the hunt group can activate and deactivate night service.
Setting up night service To set up night station service: 1. Type change listed-directory-numbers and press RETURN. The Listed Directory Number screen appears. Ext 1: 8100 2: 3: 4: 5: 6: 7: 8: 9: 10: LISTED DIRECTORY NUMBERS Name attendant 8100 TN Night Destination: 1234 Listed Directory Numbers screen 2. Enter 1234 in the Night Destination field. The destination can be an extension, a recorded announcement extension, a vector directory number, or a hunt group extension. 3.
Setting up trunk group night service After you set up night station service, have the attendant use the night console button to activate and deactivate night service. CONSOLE PARAMETERS OPERATOR 1 COR: 1 5 Attendant Lockout? y none Night Service Act. Ext.:1234 IAS (Branch)? n IAS Tie Trunk Group No.: IAS Att.
Setting up night service Let’s direct night calls for trunk group 2 to extension 1245. To set trunk group night service: 1. Type change trunk-group 2 and press RETURN. The Trunk Group screen appears.
Setting trunk answer from any station There may be situations where you want everyone to be able to answer calls when the attendant is away. Use trunk answer any station (TAAS) to configure the system so that it notifies everyone when calls are ringing. Then, you can give users the trunk answer any station feature access code so they can answer these calls. When the system is in night service mode, attendant calls redirect to an alerting device such as a bell or a buzzer.
Setting up night service To set up external alerting: 1. Type change console-parameters and press RETURN. The Console Parameters screen appears. 2. In the EXT Alert Port (TAAS) field, enter 01A0702. Use the port address assigned to the external alerting device. 3. Press ENTER to save your changes. CONSOLE PARAMETERS Attendant Group Name: COS: Calls in Queue Warning: EXT Alert Port (TAAS): CAS: Operator 0 5 01A0702 none IAS (Branch)? n IAS Att.
How do night service types interact? How do night service types interact? Assume that you already administered the following night service settings: ■ night station night service redirects to extension 3000 and DID-LDN only to LDN Night Ext is set to n ■ EXT Alert Port (TAAS) field is not defined ■ Trunk group 4 redirects to extension 2000 Let’s look at how calls for this company are directed after hours: call type directs to An LDN call on a DID trunk extension 3000 A call on trunk group 4 ext
Setting up night service 18 Issue 3 July 2001 Send feedback: document@avaya.
Managing announcements What is an announcement? An announcement is the recorded message a caller hears while the call is in a queue. An announcement is often used in conjunction with music. Announcements are recorded on special circuit packs (TN750, TN750B, TN750C, or TN2501AP) on your DEFINITY system. Three types of announcements are: ■ delay announcement — explains the reason for the delay and encourages the caller to wait ■ forced announcement — explains an emergency or service problem.
Managing announcements Announcements are most effective when they are: ■ short, courteous, and to-the-point ■ spaced close together when a caller on hold hears silence ■ spaced farther apart when music or ringing is played on hold ■ played for calls waiting in queue Magic on Hold is a package of professionally-recorded music available from Avaya. Contact your Avaya representative for more information.
Adding announcements You can also use TN750, TN750B, and TN750C announcement circuit packs to record announcements on your switch. You can have only one TN750 or TN750B per system, but you can use one TN750B with many TN750C and/or TN2501AP (VAL) circuit packs. We’ll assign the announcement to extension 1234, and use the integrated announcement circuit pack located on 01B18. Tip: Use display integrated-annc-boards to find the cabinet, carrier, and slot addresses of your announcement circuit packs.
Managing announcements 1: 2: 3: 4: 5: 6: 7: 8: 9: 10: 11: Ext.
Recording announcements You also need the announcement feature access code for your system. Use display feature-access-codes to find the announcement access code. The announcement extension must be set up before you record. Use list station data-module to determine the announcement extension. announcements In our example, use your 8410D phone to record the announcement for the unassigned DIDs to extension 1234. Our announcement access code is *56. To record the announcement: 1.
Managing announcements Professional or computer recordings If you are using the VAL (TN2501AP) announcement circuit pack, you can record announcements at a computer, rather than at a system phone. You can also record announcements at an off-site location and transfer them to the board using VAL Manager or File Transfer Protocol (FTP).
Deleting announcements Deleting announcements Let’s delete the unassigned DID announcement assigned to extension 1234. We know that the announcement access code is *56. Use any console or phone with console permissions to delete the announcement from the announcement circuit pack. To delete the announcement, use a phone with console permissions to complete the following steps: announcements 1. Dial the announcement access code. In our example, we’ll dial *56. You hear dial tone. 2.
Managing announcements Backing up your announcements NOTE: To back up announcements from a TN2501AP circuit pack, you need to use either FTP or VAL Manager. See the DEFINITY ECS Administrator’s Guide or your Avaya representative for more information about these tools. Make sure you back up your announcements recorded on TN750 and TN750B circuit packs. The system loses announcements stored on these circuit packs if power is shut down or the circuit pack is removed.
VAL Manager The save announcement process can take up to 40 minutes. You cannot administer your system while it is saving announcements. VAL Manager VAL Manager is a standalone application that allows you to copy announcement files and announcement information to and from a TN2501AP announcement circuit pack over a LAN connection.
Managing announcements 28 Issue 3 July 2001 Send feedback: document@avaya.
Managing hunt groups This section shows you how to set up hunt groups. It explains how calls to a hunt group are handled and shows you different call distribution methods. What are hunt groups? Use hunt groups when you want more than one person to be able to answer calls to the same number. For example, set up a hunt group for: ■ a benefits department within your company ■ a travel reservations service Send feedback: document@avaya.
Managing hunt groups Setting up hunt groups Let’s set up a hunt group for an internal helpline. Before making changes to the switch, we’ll decide: ■ the phone number for the hunt group ■ the number of people answering calls ■ the way calls are answered Our dial plan allows 4-digit internal numbers that begin with 1. The number 1200 is not in use. So, we’ll set up a helpline hunt group so anyone within the company can call extension 1200 for help with a phone.
Setting up hunt groups HUNT GROUP Group Number: Group Name: Group Extension: Group Type: TN: COR: Security Code: ISDN Caller Display: 5 ACD? internal helpline Queue? 1200 Vector? ucd-loa Coverage Path: 1 Night Service Destination: 1 MM Early Answer? __ ________ n n n n Hunt Group screen 4. In the Group Type field, type the code for the call distribution method you choose. NOTE: The COS for all hunt groups defaults to 1.
Managing hunt groups 5. Press NEXT PAGE to find the Group Member Assignments page. HUNT GROUP Group Number: 5 Group Extension: 1200 Group Type: ucd-loa Member Range Allowed: 1 - 999 Administered Members (min/max): 1 /9 Total Administered Members: 3 GROUP MEMBER ASSIGNMENTS Ext Name Ext Name 1: 1011 14: 2: 1012 15: 3: 1013 16: 4: 17: 5: 18: 6: 19: 7: 20: 8: 21: 9: 22: 10: 23: 11: 24: 12: 25: 13: 26: At End of Member List Hunt Group screen 6.
Setting up hunt groups To make changes to a hunt group: 1. Type change hunt-group n and press RETURN, where n is the number of the hunt group. 2. Change the necessary fields. 3. Press ENTER to save your changes. Tip: Type list member hunt group to see a list of logged-in members of a hunt group by group number. For splits and skills, the login ID, name, and different fields for EAS and Advocate appear on the list.
Managing hunt groups The Hunt Group form appears. HUNT GROUP Group Number: Group Name: Group Extension: Group Type: TN: COR: Security Code: ISDN Caller Display: 5 ACD? internal helpline Queue? 1200 Vector? ucd-loa Coverage Path: 1 Night Service Destination: 1 MM Early Answer? __ ________ Queue Length: 10 Calls Warning Threshold: 5 Time Warning Threshold: 30 n y n n Calls Warning Port: Time Warning Port: Hunt Group screen 2. In the Queue field, type y. 3.
Setting up hunt groups Adding hunt group announcements You can add recorded announcements to your hunt group queue. Use announcements to encourage callers to stay on the line or to provide callers with information. You can define how long a call remains in the queue before the caller hears an announcement. See ‘‘Recording announcements’’ on page 22 for information on how to record an announcement. Let’s add an announcement to our internal helpline.
Managing hunt groups HUNT GROUP Message Center: AUDIX Extension: Message Center AUDIX Name: Primary? Calling Party Number to INTUITY AUDIX? LWC Reception: AUDIX Name: Messaging Server Name: ________ ____ ______ _ _ _______ _______ _______ First Announcement Extension: 1234 Second Announcement Extension: _____ Recurring? _ Delay (sec): 20 Delay (sec): __ Hunt Group screen 3. In the First Announcement Extension field, type the extension of the announcement you want callers to hear.
Call distribution methods Call distribution methods You have more call distribution choices if your company acquires ACD (Automatic Call Distribution) or EAS (Expert Agent Selection). ACD and EAS allow you to distribute calls according to the work loads and skill levels of your agents in each hunt group. You can track call handling and monitor the efficiency of your agents. When you assign ACD to a hunt group, the group is called a “split.” When you assign EAS, the group is called a “skill.
Managing hunt groups 38 Issue 3 July 2001 Send feedback: document@avaya.
Managing vectors and VDNs This section provides an introduction to vectors and Vector Directory Numbers (VDN). It gives you basic instructions for writing simple vectors. ! SECURITY ALERT: This section references announcements, hunt groups, queues, splits, and skills, which are covered in detail in other sections of this book. You can also find information about these topics in the DEFINITY ECS Administrator’s Guide and DEFINITY ECS Call Vectoring/Expert Agent Selection (EAS) Guide.
Managing vectors and VDNs What are vectors? A vector is a series of commands that you design to tell the system how to handle incoming calls. A vector can contain up to 32 steps and allows customized and personalized call routing and treatment. Use call vectoring to: ■ play multiple announcements ■ route calls to internal and external destinations ■ collect and respond to dialed information Tip: The vector follows the commands in each step in order.
What are vectors? To write a vector: 1. Type change vector 1 and press RETURN. The Call Vector screen appears. The vector number field on the left side of the screen is filled in automatically. Number: 1 Multimedia? n Basic? y EAS? n Prompting? y LAI? n CALL VECTOR Name: main number calls Lock? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n G3V4 Adv Route? n CINFO? n BSR? n 01 02 03 04 05 Call Vector screen 2. Type a description for the vector in the Name field.
Managing vectors and VDNs 3. Type your vector steps in the numbered column on the left of the screen. Tip: When you type in your vector steps, the switch automatically completes some of the vector step information for you. For example, if you type “q” in a vector step field, the switch fills in “queue-to.” Also, additional fields appear when you complete a field and press TAB. This makes it very easy to type in your vector steps.
What are vectors? Tip: Remember, the switch automatically fills in some of the information when you type your vector step and press TAB. Playing an announcement Write a vector to play an announcement for callers in a queue. Use the announcement to ask callers to wait. You need to record the announcement before the vector can use it. For more information see ‘‘Adding announcements’’ on page 20.
Managing vectors and VDNs To play and repeat an announcement, write this vector (steps 3-5): Number: 1 Multimedia? n Basic? y EAS? n Prompting? y LAI? n CALL VECTOR Name: main number calls Lock? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n G3V4 Adv Route? n CINFO? n BSR? n 1. 2. queue-to main split 47 pri l 3. announcement 4001 (‘‘All agents are busy, please wait...’’) 4. wait-time 60 secs hearing music 5. goto step 2 if unconditionally 6.
What are vectors? 1. goto step 7 if time-of-day is all 17:00 to all 8:00 2. 3. 4. 5. queue-to main split 47 pri l announcement 4001 (All agents are busy, please wait...) wait-time 60 secs hearing music goto step 2 if unconditionally 6. stop 7. disconnect after announcement 4002 (“We’re sorry, our office is closed...) 8. Call Vector screen If the goto command in step 5 fails, the switch will go to the next step.
Managing vectors and VDNs To let callers leave messages, write this vector (step 7). 1. 2. 3. 4. 5. 6. goto step 7 if time-of-day is all 17:00 to all 8:00 queue-to main split 47 pri l announcement 4001 (All agents are busy, please wait...) wait-time 60 secs hearing music goto step 2 if unconditionally stop 7. messaging split 99 for extension 2000 8.
What are vectors? To quickly redirect calls: 1. Create a special mailbox with the appropriate announcement such as “We are unable to answer your call at this time” or “Today is a holiday, please call back tomorrow.” In our example, we recorded the mailbox greeting for extension 2001. 2. Insert the following bold vector steps (steps 1, 10, 11): 01. goto step 10 if staffed agents split 10 > 0 02. 03. 04. 05. 06. 07. 08. 09.
Managing vectors and VDNs Giving callers additional choices You can give your callers a list of options when they call. Your vector tells the switch to play an announcement that contains the choices. The switch collects the digits the caller dials in response to the announcement and routes the call accordingly. We’ll create a vector that plays an announcement, then lets callers dial an extension or wait in the queue for an attendant.
What are vectors? Inserting a step It is easy to change a vector step and not have to retype the entire vector. Let’s add announcement 4005 between step 3 and step 4 in vector 20. To insert a new vector step in vector 20: 1. Type change vector 20 and press RETURN. The call vector screen appears. 2. Press EDIT. 3. Type i followed by a space and the number of the step you want to add. In our example, type i 4. 4. Type the new vector step. We’ll type announcement 4005 (Please wait...).
Managing vectors and VDNs Deleting a step To delete vector step 5 from vector 20: 1. Type change vector 20 and press RETURN. The call vector screen appears. 2. Press EDIT. 3. Type d followed by a space and the number of the step you want to delete. In our example, type d 5. Tip: You can delete a range of vector steps. For example, to delete steps 2 through 5, type d 2-5 and press ENTER. 4. Press ENTER to save your changes.
What are vectors? Diagnosing a vector problem If there is a problem with a vector, the switch records the error as a vector event. Vector events occur for a number of reasons including problems with a trunk, full queue slots, or the vector reaching the maximum 1000 steps allowed. Use display events to access the Event Report screen and see the event record. Use the event record to see why the vector failed. To view the Event Report: 1. Type display events and press RETURN. The Event Report screen appears.
Managing vectors and VDNs 3. Press ENTER to view the report. The Event Report (detail) screen appears. Event Type 20 541 EVENTS REPORT Event Event Event Description Data 1 Data 2 Call not queued 12/5 B Not a messaging split Split 89 4C First Last Event Occur Occur Cnt 09/28/13:43 09/28/13:43 21 09/28/13:43 09/28/13:43 136 Event Report screen (detail) Look at the information in the Event Data field to diagnose the vector event.
Vector Directory Numbers To add a VDN: 1. Type add VDN 5011 and press RETURN. You enter the VDN extension you want to add. The Vector Directory Number screen appears. VECTOR DIRECTORY NUMBER Extension: 5011 Name: Sales Department Vector Number: 11 Allow VDN Override? COR: TN: Measured: n 1 1 both Vector Directory Number screen 2. Type a description for this VDN in the Name field. In our example, type Sales Department. The information in the VDN Name field appears on a display phone.
Managing vectors and VDNs 5. Press ENTER to save your changes. To see the VDNs already associated with your vectors: 1. Type list VDN and press RETURN. The Vector Directory Numbers screen appears. VECTOR DIRECTORY NUMBERS Name Tech Support Customer Serv. New Orders Ext 5000 5001 5002 VDN Ovrd y n y COR 59 1 23 TN 1 1 1 Vec Num 234 1 5 Orig Meas Annc none 301 none 302 none 303 Event Notif Skills Adj 1st 2nd 3rd Vector Directory Numbers screen Each VDN maps to one vector.
Using reports This section explains how to generate, display, list, and print some of the basic reports on your DEFINITY system, and provides instructions for scheduling reports. This section also contains information on how and when to use the system monitoring reports. It explains how to interpret some of the information displayed in the reports. Using report scheduler Use report scheduler to print reports automatically.
Using reports Some of the defaults for the system printer are set when the system is installed. If you make any changes to your system configuration, you may need to change the system parameters for the reports to print accurately. Let’s set the parameters for the EIA port. (Note that G3R cabinets do not have EIA ports.) To set system parameters: 1. Type change system-parameters features and press RETURN. The Feature-Related System Parameters screen appears. 2.
Using report scheduler Scheduling and printing reports You can schedule up to 50 reports at a time. If you need to schedule more reports, you can purchase CMS or BCMS VU. For more information on CMS and BCMS VU refer to ‘‘Selecting a call management system’’ on page 81. To schedule or print a report: 1. Type a list or display command followed by the report name and schedule and press RETURN. For example: list measurement attendant group schedule The Report Scheduler screen appears.
Using reports 3. For scheduled and deferred reports, complete the Print Time field to indicate the time you want the report to print. NOTE: You can schedule reports in 15-minute intervals. If a deferred report does not print within 4 hours of the scheduled time, it is canceled and you must reschedule it. If scheduled reports do not print within 4 hours, they print at the next scheduled time. 4. In the Days of the Week field, type y for each day of the week the report should print. 5.
Using report scheduler Changing scheduled reports It is easy to reschedule the time and day a report prints. As an example, let’s change the time on job ID 12 so that it prints at 10:00 p.m. (22:00). To change the report scheduler for job ID 12: 1. Type list report-scheduler and press RETURN. The Report Scheduler screen appears. 2. Locate the job ID for the report you want to change. In our example the job ID is 12. 3. Type change report-scheduler 12 and press RETURN. The Report Scheduler screen appears.
Using reports Removing scheduled reports As your needs change, you may want to remove certain reports from the report scheduler. The following example removes Job 12 from the report scheduler. Tip: You can use list report-scheduler to determine which reports you want to remove. To remove job 12 from the report scheduler: 1. Type remove report-scheduler 12 and press RETURN. The Report Scheduler screen appears. 2. Press ENTER to remove the report.
Analyzing report data Analyzing report data Most of the information displayed in these reports is measured in CCS (centum call seconds). CCS equals the amount of call traffic it takes to keep one piece of traffic-sensitive equipment busy for 0.6 minutes. To convert CCS to minutes, use the following equation: minutes = the number of CCS/0.6 For more information, refer to DEFINITY ECS Reports.
Using reports Measuring attendant group traffic The Attendant Group Measurements report provides peak hour traffic measurements for any attendant group. It displays a summary of attendant group activity for yesterday’s peak, today’s peak, and the last hour. To display the Attendant Group Measurements report: 1. Type list measurements attendant group and press RETURN. The Attendant Group Measurements screen appears.
Using attendant reports Measuring individual attendant performance The Attendant Positions Report provides peak individual attendant position measurements. It displays a summary of each attendant’s activity for yesterday’s peak, today’s peak, and the last hour. This report enables you to assess personnel performance and to identify when additional attendant training is necessary. To display the Attendant Positions report: 1. Type list measurements attendant positions and press RETURN.
Using reports Trunk group reports Trunk Group Reports can help you detect traffic flow problems such as out-of-service trunks, load balance, or peak-hour blocking. Tip: If a trunk appears to have intermittent service, use list testcalls summary to determine whether a specific trunk member is not functioning. If you suspect a trunk is having problems, use Automatic Circuit Assurance (ACA) to monitor the trunk group.
Trunk group reports The Trunk Group Summary report allows you to determine measurement data such as the trunk group’s total usage, the total number of calls, and trunk blockage. If a trunk is out of service, see ‘‘Out-of-service trunks’’ on page 66. It is best to make adjustments to a trunk group only when all of the trunks are functioning. For more information on interpreting the reports, refer to DEFINITY ECS Reports.
Using reports To monitor trunk group 12 for the next hour: 1. Type change meas-selection trunk-group and press RETURN. The Trunk Group Measurement Selection screen appears. 2. Move to a measurement field and type 12. 3. Press ENTER to save your changes. The system records the activity of trunk group 12 for the next hour. 4. Type list measurements trunk-group hourly 12 and press RETURN. The Trunk Group Hourly report displays data from the previous hour.
Trunk group reports Current trunk group status The Trunk Group Status report displays a current view of the load on various trunk groups by showing the number of calls waiting for service. This report shows data for 60 trunk groups at a time, but you can start the display at any number you want. For example, let’s display trunk groups 5 and up. To display the Trunk Group Status report: 1. Type monitor traffic trunk-groups 5 and press RETURN. The Trunk Group Status report displays trunk groups 5 through 64.
Using reports Measuring call center performance Standard switch reports on DEFINITY ECS provide valuable data about your center’s operation. What should I measure? Focus on three things: ■ How many calls are answered? ■ How fast are calls answered? ■ How cost-effective is the system? DEFINITY ECS has three hunt group reports that give you information about agents, hunt groups, trunks, and trunk groups to help you answer these questions.
Measuring call center performance The table below shows you how to monitor the performance of your call center by using these reports. To use the table, pick what you want to measure from the column headings. As you read down the column, each row shows the fields on a particular hunt group report — if any — that measure that aspect of call center performance. Reports Hunt Group Measurements How many calls are answered? How fast? Costeffective? Calls Ans/Aban.
Using reports Viewing hunt group reports These procedures tell you how to display or print switch hunt group reports. Viewing Hunt Group Measurements reports The Hunt Group Measurements report displays call data for each hunt group in your system. You can print this report for yesterday’s peak, today’s peak, or the last hour. A peak hour is the hour during which the greatest usage of agent time occurred.
Using security reports Viewing Hunt Group Status reports The Hunt Group Status report displays a current view of your hunt groups. This report shows 32 hunt groups at a time. To display higher-numbered hunt groups, type the number of the first hunt group to be displayed. For example, let’s display hunt groups 2 and higher. To display the Hunt Group Status report: 1. Type monitor traffic hunt-groups 2 and press RETURN. The Hunt Group Status report displays hunt groups 2 through 33. 2.
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Understanding call centers This section introduces you to inbound call centers. It shows how to set up a simple inbound call center and lists things to consider as you plan and design your center. What is a call center? A call center is a way of organizing people and equipment to achieve particular business goals. For example, you can use a call center to make several people accessible through one number or to handle multiple calls simultaneously.
Understanding call centers Planning a call center Good planning is crucial to setting up an effective call center. Before you administer any part of your call center on DEFINITY ECS, you should have a plan that is thorough and specific.
Planning a call center Setting up the call flow Decide how you want your system to handle calls and what you want callers to experience. You may find it helpful to list the possible situations a call may encounter. Set up the call flow by adding hunt groups, setting up queues, adding announcements, and writing vectors. Refer to earlier sections of this book for details on completing these tasks. Let’s set up an example call flow.
Understanding call centers Write this vector: 01 02 03 06 CALL VECTOR Number: 1 Name: sales hunt group Multimedia? n Lock? n Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n queue-to split 2 pri m announcement 2340 (“You have reached...”) wait-time 60 sec hearing music messaging split 99 for extension 2000 Tip: Vectors are an optional feature. To see if your company has vectoring, use display system-parameters customer-options.
Planning a call center Testing the system ■ With agents available, call each outside number you’ve created for the call center. Does an agent in the appropriate hunt group answer? ■ With only one agent available in a hunt group, make several calls at once to that hunt group. Now that several calls are in queue, call again and listen to the treatment your call receives in queue.
Understanding call centers Monitoring your call center This step never ends. Monitor your call center’s performance regularly so you can solve problems quickly and adjust to changing conditions. It’s critical that you monitor a new call center closely for the first month. Use the hunt group and trunk reports described in ‘‘Using reports’’ on page 55 to track your system. If you underestimated call volume and trunk capacity, or overestimated agent productivity, you need to change your system immediately.
Understanding Automatic Call Distribution Viewing system capacity The capacities of your system depend on the type of switch you have, the software you’re using, and your contract with Avaya. Use the System Capacity screen to view the maximum capacities of your system and your current level of usage. Remember, however, that the capacities you’ve purchased from Avaya may be lower than the maximums shown on the switch. For example, to find out how many hunt groups your DEFINITY ECS can support: 1.
Understanding call centers Enhancing an ACD system All call center management systems (such as Avaya’s Basic Call Management System (BCMS), BCMSVu, and the sophisticated CentreVu® Call Management System) require ACD. These management systems give you the ability to measure more aspects of your center’s operation, and in more detail, than is possible with standard DEFINITY reports. For a comparison of these systems, see ‘‘Selecting a call management system’’ on page 81.
Understanding Automatic Call Distribution Selecting a call management system Basic Call Management System (BCMS) BCMS runs on the switch. With BCMS, you can print reports to a printer connected to your terminal, or schedule reports to print on the system printer. BCMS Vu BCMS Vu software runs on a PC with Windows 95 or Windows NT. BCMS Vu takes BCMS data and stores it on a PC. Users can run real-time and historical reports and export data to other applications such as spreadsheets.
Understanding call centers Use the following criteria to help you choose a call management system.
Understanding Automatic Call Distribution Use the following criteria to help you choose a reporting system. If the following scenarios do not describe your needs, standard switch reports or BCMS are probably adequate. Do small inefficiencies or lapses in service cause big loss of profits? Use CentreVu CMS or BCMS Vu. Both systems have exception alerting to notify you of problems immediately. Do you frequently generate special reports for clients or senior management? Use CentreVu CMS or BCMS Vu.
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Glossary GL A Abbreviated Dialing A feature that allows callers to place calls by dialing just one or two digits. access code A dial code used to activate or cancel a feature or access an outgoing trunk. analog phone A phone that receives acoustic voice signals and sends analog electrical signals along the phone line. ARS partitioning A feature that allows you to route calls differently for different groups of users.
Glossary Automatic Alternate Routing (AAR) A feature that routes calls to alternate routes when facilities are unavailable. Automatic Call Distribution (ACD) A feature that gives users more flexibility in routing calls to hunt group agents. ACD also allows external measurement systems such as BCMS and CentreVu® CMS to be used. Automatic Circuit Assurance (ACA) A feature that tracks calls of unusual duration to facilitate troubleshooting.
Glossary C call appearance For the phone or attendant console, a button labeled with an extension and used to place outgoing calls, receive incoming calls, or hold calls. Lights next to the button show the status of the call appearance. Call Detail Recording (CDR) A feature that records call data. Call Vectoring A feature that allows users to provide flexible, customized call handling by writing a series of instructions in a simple programming language.
Glossary Class of Service (COS) A feature that determines whether users can activate certain features. coverage answer group A group of phones that ring simultaneously when a call is redirected to it. coverage path The order in which calls are redirected to alternate phones. coverage point An extension designated as an alternate phone in a coverage path. D data module A digital interface device between the switch and data equipment.
Glossary external call A connection between a communications system user and a party on the public network or on another communications system in a private network. F facility A telecommunications transmission pathway and associated equipment. feature access code (FAC) A code users dial to access a system feature. feature button A button on a phone or attendant console used to access a specific feature. H hunt group A group of extensions that all can receive calls directed to a single phone number.
Glossary M major alarm An indication of a component failure that requires immediate attention. minor alarm An indication of a component failure that could affect customer service. multiappearance phone A phone equipped with several call-appearance buttons allowing the user to handle more than one call on that same extension at the same time. P pickup group A group of individuals authorized to answer any call directed to an extension within the group.
Glossary R redirection criteria Information administered for each phone’s coverage path that determines when an incoming call is redirected to coverage. S skill An attribute assigned to an agent in a system using Expert Agent Selection. An agent’s skill indicates a specialty in which the agent is proficient. split An ACD hunt group. system administrator The person who maintains overall customer responsibility for system administration.
Glossary T trunk A dedicated telecommunications channel between 2 phone systems or COs. trunk group Telecommunications channels assigned as a group for certain functions that can be used interchangeably between two communications systems or COs. U Uniform Call Distribution (UCD) A method for distributing hunt group calls to agents by comparing agents’ workloads.
Index Index how to order more copies, xvi buttons help, xii A ACD, enhancing, 80 adding announcements, 20 hunt group announcements, 35 hunt groups, 30 trunk groups, 4 vector directory numbers, 52 announcements adding, 20 backing up, 26 definition, 19 deleting, 25 hunt group, 35 list of options, 48 recording, 22 types, 19 vector, 43 assigning hunt group agents, 32 attendant group measurements report, 62 attendant group performance, 63 attendant positions measurement report, 63 attendant reports, overview,
Index display announcements, 35 display capacity, 79 display integrated-annc-boards, 21 display system-parameters customer-options, 41 list measurements attendant group, 62 list measurements attendant positions, 63 list measurements lightly-used-trunk, 67 list measurements outage-trunk yesterday, 66 list measurements trunk-group hourly, 66 list measurements trunk-group summary, 64 list member hunt group, 33 list performance attendant-group today, 63 list report-scheduler, 58, 60 list testcalls summary, 64 l
Index L Q list of options, vectors, 48 listing scheduled reports, 58 queue, setting up, 33 queueing calls, 42 M R management systems, call center, 81 measuring agent performance, call center, 79 message line, xii message, vector, 45 recording announcements, 22 redirecting calls, vectors, 46 removing scheduled reports, 60 report attendant group measurements, 62 attendant positions measurement, 63 attendant speed of answer, 63 least used trunks, 67 out-of-service trunks, 66 trunk group status, 67 trun
Index screens, (continued) Report Scheduler, 57, 58 Trunk Group, 5, 14 Vector Directory Numbers, 54 security concerns, xiii service agreement, extended, xvii setting up a queue, 33 setting, printer parameters, 55 status line, xii system capacity, call center, 79 T tandem trunks, 3 testing, call center, 77 tie trunks, 3 time of day, vector, 44 TN2501AP, 20 TN750C, 19 toll fraud, xiii trunk group adding, 4 least used report, 67 night service, 13 reports, 64 status report, 67 summary report, 64 trunks CAMA,
We’d like your opinion. We welcome your feedback! Please let us know what you think about this book. DEFINITY System’s Little Instruction Book for advanced administration 555-233-757, Issue 3, July 2001 1. Please check the ways you feel we could improve this book: ❒ ❒ ❒ ❒ Improve the overview Improve the table of contents Improve the organization Add more figures ❒ ❒ ❒ ❒ Add more examples Add more detail Make it more concise Add more step-by-step procedures Please add details about what you think.
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TELL US WHAT YOU THINK email: document@avaya.com fax: 303-538-1741 write: Avaya Product Documentation Rm 22-2G12, 1200 W. 120th Avenue, Denver, CO 80234 Why this new book? You’ve told us that you want more step-by-step instructions on everyday administration tasks for your DEFINITY system, and we’ve been listening. This book contains information on trunks, night service, announcements, hunt groups, vectors, reports, and call centers.
