Instruction manual

Contents
555-233-76710 Issue 4 May 2003
Expected Wait Time (EWT) routing 64
Call center messaging 64
Holiday vectoring 64
Vector Directory Number (VDN) 64
Class of Restriction (COR) for VDN 65
Display VDN for route-to DAC 65
VDN in a coverage path 65
VDN of origin announcement 65
VDN return destination 66
■ Call Work Codes (CWC) 66
■ Circular station hunt group 66
■ CMS measurement of ATM 66
■ Dialed Number Identification Service (DNIS) 66
■ Direct agent calling 67
■ Dual links to CMS 67
■ Duplicate agent login ID administration 67
Agent-loginID skill pair increase 67
■ Expert Agent Selection (EAS) 68
Add/remove skills 68
Call distribution based on skill 68
Queue to best ISDN support 68
■ Least Occupied Agent (LOA) 68
■ Multiple call handling (forced) 69
■ Multiple split queuing 69
■ Priority queuing 69
■ Reason codes 69
■ Redirection on no answer 69
■ Site statistics for remote port networks 70
■ VuStats 70
Miscellaneous 70
■ Avaya call center features supported on the Avaya G700 Media Gateway 70
■ Caller Information Forwarding (CINFO) 71
■ Multiple music/audio sources 71
■ Network Call Redirection (NCR) 71
Network call redirection 2B-channel transfer 72
■ PC Application Software Translation Exchange (PASTE) 72
■ Remote logout of agent 72
■ Service observing 72
Service observing by COR 73
Service observing of VDNs 73
Service observing remote 73
Vector-initiated service observing 73