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555-233-757Issue 3July 2001

Welcomex Issue 3 July 2001 Send feedback: [email protected] information is in this book?The Little Instruction Book for advanced administration

Understanding call centers82 Issue 3 July 2001 Send feedback: [email protected] the following criteria to help you choose a call management syste

Understanding Automatic Call DistributionIssue 3 July 200183Send feedback: [email protected] centerUse the following criteria to help you choose

Understanding call centers84 Issue 3 July 2001 Send feedback: [email protected]

Issue 3 July 2001 85Send feedback: [email protected] GLGlossaryAAbbreviated DialingA feature that allows callers to place calls by dialing just one

Glossary86 Issue 3 July 2001 Send feedback: [email protected] Automatic Alternate Routing (AAR)A feature that routes calls to alternate routes when

GlossaryIssue 3 July 200187Send feedback: [email protected] Ccall appearanceFor the phone or attendant console, a button labeled with an extension a

Glossary88 Issue 3 July 2001 Send feedback: [email protected] Class of Service (COS)A feature that determines whether users can activate certain fea

GlossaryIssue 3 July 200189Send feedback: [email protected] external callA connection between a communications system user and a party on the public

Glossary90 Issue 3 July 2001 Send feedback: [email protected] Mmajor alarmAn indication of a component failure that requires immediate attention.min

GlossaryIssue 3 July 200191Send feedback: [email protected] Rredirection criteriaInformation administered for each phone’s coverage path that determ

How to use this bookIssue 3 July 2001xiSend feedback: [email protected] to use this bookBecome familiar with the following terms, procedures, and

Glossary92 Issue 3 July 2001 Send feedback: [email protected] TtrunkA dedicated telecommunications channel between 2 phone systems or COs.trunk grou

IndexIssue 3 July 200193 Send feedback: [email protected], enhancing, 80addingannouncements, 20hunt group announcements, 35hunt groups, 30t

IndexSend feedback: [email protected] Issue 3 July 2001display announcements, 35display capacity, 79display integrated-annc-boards, 21display syst

IndexIssue 3 July 200195 Send feedback: [email protected] of options, vectors, 48listing scheduled reports, 58Mmanagement systems, call center,

IndexSend feedback: [email protected] Issue 3 July 2001screens, (continued)Report Scheduler, 57, 58Trunk Group, 5, 14Vector Directory Numbers, 54s

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 advan

Helpful Avaya Customer CatalogsTake a few minutes and visit both our product publications and our training websites to find the latest online customer

TELL US WHAT YOU THINKemail: [email protected]: 303-538-1741write: Avaya Product DocumentationRm 22-2G12, 1200 W. 120th Avenue, Denver, CO 80234Wh

Welcomexii Issue 3 July 2001 Send feedback: [email protected] We show commands and screens from the newest DEFINITY telephone system and refer to t

Security concernsIssue 3 July 2001xiiiSend feedback: [email protected]!CAUTION:Denotes possible harm to software, possible loss of data, or possible

Welcomexiv Issue 3 July 2001 Send feedback: [email protected] and service marksThe following are registered trademarks of Avaya:Acrobat® i

Tell us what you think!Issue 3 July 2001xvSend feedback: [email protected] us what you think!Let us know what you like or don’t like about this

Welcomexvi Issue 3 July 2001 Send feedback: [email protected] to order more copiesCall: Avaya Publications CenterVoice +1 888 582 3688Fax +1 800

How to get helpIssue 3 July 2001xviiSend feedback: [email protected] to get helpIf you need additional help, the following services are available

Welcomexviii Issue 3 July 2001 Send feedback: [email protected]

Issue 3 July 2001 1Send feedback: [email protected] trunksThis section provides an overview of trunks and tells you how to add trunk g

Checklist for adding a new phone userUse this checklist to ensure each user’s information is complete and accurate for all of your company’s applicati

Managing trunks2 Issue 3 July 2001 Send feedback: [email protected] Centralized Automatic Message Accounting (CAMA) trunks route emergency calls

Understanding trunksIssue 3 July 20013Send feedback: [email protected] Integrated Services Digital Network (ISDN) trunks allow voice, data

Managing trunks4 Issue 3 July 2001 Send feedback: [email protected] trunk groupsOccasionally, your company’s phone requirements change and you

Adding trunk groupsIssue 3 July 20015Send feedback: [email protected] add a new trunk-group:1. Type add trunk-group next and press RETURN.Th

Managing trunks6 Issue 3 July 2001 Send feedback: [email protected]. Type a name to identify this trunk group in the Group Name field.In our exampl

Adding trunk groupsIssue 3 July 20017Send feedback: [email protected] Group screen (group member assignments page)10. In the Port field,

Managing trunks8 Issue 3 July 2001 Send feedback: [email protected]

Issue 3 July 2001 9Send feedback: [email protected] serviceSetting up night serviceYou can use night service to direct calls to an alternate lo

Setting up night service10 Issue 3 July 2001 Send feedback: [email protected] up night service for hunt groupsYou can administer hunt group n

Setting up night station serviceIssue 3 July 200111Send feedback: [email protected] service2. Enter 1234 in the Night Service Destination field

CreditsPatrons Curtis WeeksSupporters Ed Cote, Randy Fox, Jerry Peel,Pam McDonnellWriters Renee Getter, Cindy Bittner,Greta Cleary, Kim Livingston,Jay

Setting up night service12 Issue 3 July 2001 Send feedback: [email protected] set up night station service:1. Type change listed-directory-numbers

Setting up trunk group night serviceIssue 3 July 200113Send feedback: [email protected] serviceAfter you set up night station service, have the

Setting up night service14 Issue 3 July 2001 Send feedback: [email protected]’s direct night calls for trunk group 2 to extension 1245.To set tru

Setting trunk answer from any stationIssue 3 July 200115Send feedback: [email protected] serviceSetting trunk answer from any stationThere may

Setting up night service16 Issue 3 July 2001 Send feedback: [email protected] set up external alerting:1. Type change console-parameters and press

How do night service types interact?Issue 3 July 200117Send feedback: [email protected] serviceHow do night service types interact?Let’s look a

Setting up night service18 Issue 3 July 2001 Send feedback: [email protected]

Issue 3 July 2001 19Send feedback: [email protected] announcementsThis section explains how to use announcements effectively, a

Managing announcements20 Issue 3 July 2001 Send feedback: [email protected] are most effective when they are: short, courteous, and to

Adding announcementsIssue 3 July 200121Send feedback: [email protected] can also use TN750, TN750B, and TN750C announcement circuit

Copyright 2001, Avaya Inc.All Rights ReservedPrinted in U.S.A.NoticeEvery effort was made to ensure that the information in this book was complete an

Managing announcements22 Issue 3 July 2001 Send feedback: [email protected]/Audio Sources screen4. In the Name field, type unassigned D

Recording announcementsIssue 3 July 200123Send feedback: [email protected] also need the announcement feature access code for your s

Managing announcements24 Issue 3 July 2001 Send feedback: [email protected] or computer recordingsIf you are using the VAL (TN2501AP) an

Deleting announcementsIssue 3 July 200125Send feedback: [email protected] announcementsLet’s delete the unassigned DID announce

Managing announcements26 Issue 3 July 2001 Send feedback: [email protected] up your announcementsNOTE:To back up announcements from a TN2501A

VAL ManagerIssue 3 July 200127Send feedback: [email protected] save announcement process can take up to 40 minutes. You cannot admin

Managing announcements28 Issue 3 July 2001 Send feedback: [email protected]

Issue 3 July 2001 29Send feedback: [email protected] groupsManaging hunt groupsThis section shows you how to set up hunt groups. It explains how

Managing hunt groups30 Issue 3 July 2001 Send feedback: [email protected] up hunt groupsLet’s set up a hunt group for an internal helpline. B

Setting up hunt groupsIssue 3 July 200131Send feedback: [email protected] groupsHunt Group screen4. In the Group Type field, type the code for t

ContentsIssue 3 July 2001 vSend feedback: [email protected] Why another instruction book? ix We wrote this book for you! ix What infor

Managing hunt groups32 Issue 3 July 2001 Send feedback: [email protected]. Press NEXT PAGE to find the Group Member Assignments page.Hunt Group scr

Setting up hunt groupsIssue 3 July 200133Send feedback: [email protected] groupsTo make changes to a hunt group:1. Type change hunt-group n and

Managing hunt groups34 Issue 3 July 2001 Send feedback: [email protected] Hunt Group form appears.Hunt Group screen2. In the Queue field, type y.

Setting up hunt groupsIssue 3 July 200135Send feedback: [email protected] groupsAdding hunt group announcementsYou can add recorded announcement

Managing hunt groups36 Issue 3 July 2001 Send feedback: [email protected] Group screen3. In the First Announcement Extension field, type the ext

Call distribution methodsIssue 3 July 200137Send feedback: [email protected] groupsCall distribution methodsYou have more call distribution choi

Managing hunt groups38 Issue 3 July 2001 Send feedback: [email protected]

Issue 3 July 2001 39Send feedback: [email protected]/VDNsManaging vectors and VDNsThis section provides an introduction to vectors and Vector

Managing vectors and VDNs40 Issue 3 July 2001 Send feedback: [email protected] are vectors?A vector is a series of commands that you design to t

What are vectors?Issue 3 July 200141Send feedback: [email protected]/VDNsTo write a vector:1. Type change vector 1 and press RETURN.The Call

ContentsIssue 3 July 2001 viSend feedback: [email protected] announcements What is an announcement? 19 Adding announcements 20 Recor

Managing vectors and VDNs42 Issue 3 July 2001 Send feedback: [email protected]. Type your vector steps in the numbered column on the left of the sc

What are vectors?Issue 3 July 200143Send feedback: [email protected]/VDNsTip:Remember, the switch automatically fills in some of the informat

Managing vectors and VDNs44 Issue 3 July 2001 Send feedback: [email protected] play and repeat an announcement, write this vector (steps 3-5):Call

What are vectors?Issue 3 July 200145Send feedback: [email protected]/VDNsCall Vector screenIf the goto command in step 5 fails, the switch wi

Managing vectors and VDNs46 Issue 3 July 2001 Send feedback: [email protected] let callers leave messages, write this vector (step 7).Call Vector

What are vectors?Issue 3 July 200147Send feedback: [email protected]/VDNsTo quickly redirect calls:1. Create a special mailbox with the appro

Managing vectors and VDNs48 Issue 3 July 2001 Send feedback: [email protected] callers additional choicesYou can give your callers a list of o

What are vectors?Issue 3 July 200149Send feedback: [email protected]/VDNsInserting a stepIt is easy to change a vector step and not have to r

Managing vectors and VDNs50 Issue 3 July 2001 Send feedback: [email protected] a stepTo delete vector step 5 from vector 20:1. Type change v

What are vectors?Issue 3 July 200151Send feedback: [email protected]/VDNsDiagnosing a vector problemIf there is a problem with a vector, the

ContentsIssue 3 July 2001 viiSend feedback: [email protected] reports Using report scheduler 55 Setting printer parameters 55 Scheduling and

Managing vectors and VDNs52 Issue 3 July 2001 Send feedback: [email protected]. Press ENTER to view the report.The Event Report (detail) screen app

Vector Directory NumbersIssue 3 July 200153Send feedback: [email protected]/VDNsTo add a VDN:1. Type add VDN 5011 and press RETURN.You enter

Managing vectors and VDNs54 Issue 3 July 2001 Send feedback: [email protected]. Press ENTER to save your changes.To see the VDNs already associated

Issue 3 July 2001 55Send feedback: [email protected] reportsThis section explains how to generate, display, list, and print some of the

Using reports56 Issue 3 July 2001 Send feedback: [email protected] of the defaults for the system printer are set when the system is installed.

Using report schedulerIssue 3 July 200157Send feedback: [email protected] and printing reportsYou can schedule up to 50 reports at

Using reports58 Issue 3 July 2001 Send feedback: [email protected]. For scheduled and deferred reports, complete the Print Time field to indicate t

Using report schedulerIssue 3 July 200159Send feedback: [email protected] scheduled reportsIt is easy to reschedule the time and day

Using reports60 Issue 3 July 2001 Send feedback: [email protected] scheduled reportsAs your needs change, you may want to remove certain rep

Analyzing report dataIssue 3 July 200161Send feedback: [email protected] report dataMost of the information displayed in these repor

ContentsSend feedback: [email protected] Issue 3 July 2001Understanding call centers What is a call center? 73 Planning a call center 74 Se

Using reports62 Issue 3 July 2001 Send feedback: [email protected] attendant group trafficThe Attendant Group Measurements report provides

Using attendant reportsIssue 3 July 200163Send feedback: [email protected] individual attendant performanceThe Attendant Positions R

Using reports64 Issue 3 July 2001 Send feedback: [email protected] group reportsTrunk Group Reports can help you detect traffic flow problems s

Trunk group reportsIssue 3 July 200165Send feedback: [email protected] Trunk Group Summary report allows you to determine measurement data

Using reports66 Issue 3 July 2001 Send feedback: [email protected] monitor trunk group 12 for the next hour:1. Type change meas-selection trunk-gr

Trunk group reportsIssue 3 July 200167Send feedback: [email protected] trunk group statusThe Trunk Group Status report displays a curr

Using reports68 Issue 3 July 2001 Send feedback: [email protected] call center performanceStandard switch reports on DEFINITY ECS provide v

Measuring call center performanceIssue 3 July 200169Send feedback: [email protected] table below shows you how to monitor the performance

Using reports70 Issue 3 July 2001 Send feedback: [email protected] hunt group reportsThese procedures tell you how to display or print switch

Using security reportsIssue 3 July 200171Send feedback: [email protected] Hunt Group Status reportsThe Hunt Group Status report displa

Issue 3 July 2001 ixSend feedback: [email protected] another instruction book?You’ve told us that you want more step-by-step instructions

Using reports72 Issue 3 July 2001 Send feedback: [email protected]

Issue 3 July 2001 73Send feedback: [email protected] centerUnderstanding call centersThis section introduces you to inbound call centers. It sho

Understanding call centers74 Issue 3 July 2001 Send feedback: [email protected] a call centerGood planning is crucial to setting up an effec

Planning a call centerIssue 3 July 200175Send feedback: [email protected] centerSetting up the call flowDecide how you want your system to handl

Understanding call centers76 Issue 3 July 2001 Send feedback: [email protected] this vector:Tip:Vectors are an optional feature. To see if your

Planning a call centerIssue 3 July 200177Send feedback: [email protected] centerTesting the systemBefore your new call center goes live, test th

Understanding call centers78 Issue 3 July 2001 Send feedback: [email protected] your call centerThis step never ends. Monitor your call ce

Understanding Automatic Call DistributionIssue 3 July 200179Send feedback: [email protected] centerViewing system capacityThe capacities of your

Understanding call centers80 Issue 3 July 2001 Send feedback: [email protected] an ACD systemAll call center management systems (such as Av

Understanding Automatic Call DistributionIssue 3 July 200181Send feedback: [email protected] centerSelecting a call management systemAvaya provi