Instruction manual

Planning a call center
Issue 3 July 2001
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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. We’ll set up a hunt group so
that the work load is evenly distributed and up to 2 calls wait in a
queue.
1. Type
add hunt-group next and press RETURN.
The Hunt Group screen appears. In our example, the next
available hunt group is number 2.
2. In the Group Type field, type
ucd-mia.
This directs the call to the most idle agent — the agent
who has waited the longest since handling a call to the
hunt group.
3. In the Queue field, type
y.
4. In the Queue Length field, type
2.
5. In the Vector field, type
y.
6. Complete the rest of the Hunt Group screen.
7. Press
ENTER to save your changes.
Now that we’ve created a hunt group, let’s write a simple vector
that plays announcement 2340. This announcement asks callers to
stay on the line. If a call isn’t answered in 1 minute, the vector
sends the call to voice mail (extension 2000).