Avaya BCM Call Center User Manual
Enterprise Edge Call Center
Set Up and Operation Guide
1-800-4 NORTEL
www.nortelnetworks.com
© 1999 Nortel Networks
P0908538 Issue 01
Contents
Chapter 1 How to use this guide 9
Introduction 9
How this guide is organized 9
Symbols and conventions 10
Other documents 10
Chapter 2 Using Enterprise Edge Call Center 11
Introduction 11
Using your telephone with Enterprise Edge Call Center 11
About the two-line display telephone 11
Using Enterprise Edge Call Center 11
Accessing Enterprise Edge Call Center administration 12
Your role as Enterprise Edge Call Center System Administrator 12
Chapter 3 Using Enterprise Edge Call Center Feature Codes 13
Introduction 13
Enterprise Edge Feature Codes 13
Programming a memory button with a Feature Code 14
Feature Codes used by the System Administrator 15
System Administrator Feature Code descriptions 15
Feature Codes used by ACD agents 17
Agent Feature Code descriptions 17
Chapter 4 ACD Agent Administration 19
Introduction 19
Agent information 19
Adding an agent 20
Adding more than one agent 21
Changing agent information 22
Resetting the agent password 22
Deleting an agent 23
Forcing agent log out 23
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Chapter 5 ACD Queue Administration 25
Introduction 25
ACD queues 25
How incoming calls are sent to an ACD queue 25
ACD queue parameters 26
Setting up ACD queue parameters 28
Enabling the ACD queues 29
Disabling the ACD queues 30
Changing ACD queue parameters 30
Deleting the ACD queue parameters 31
Assigning an agent to an ACD queue 32
Deleting agents from an ACD Queue 32
Viewing agents in an ACD queue 33
Chapter 6 ACD Queue Mailbox Administration 35
Introduction 35
ACD Queue Mailbox 35
Determining the Control DN (ACD Queue Mailbox number) 36
Initializing the ACD Queue Mailbox 37
Recording the ACD Queue Mailbox greetings 38
Recording a Primary greeting for the ACD Queue Mailbox 39
Recording an Alternate greeting for the ACD Queue Mailbox 40
Choosing the Primary or Alternate ACD Queue Mailbox greeting 41
Recording a Personalized greeting for the ACD Queue Mailbox 42
Opening an ACD Queue Mailbox 44
Opening an ACD Queue Mailbox after it has been initialized 44
Opening an ACD Queue Mailbox remotely 44
ACD Queue Mailbox Password 45
Changing the ACD Queue Mailbox password 45
Resetting the ACD Queue Mailbox password 46
Listening to messages in the ACD Queue Mailbox 47
Replying to messages 49
Replying to an internal message sender 49
Replying to an external message sender 50
Off-premise Message Notification 51
About Off-premise Message Notification 51
Assigning an outdial route 52
Setting up Off-premise Message Notification to an extension
number 53
Setting up Off-premise Message Notification to a t elephone number 55
Setting up Off-premise Message Notification to a pager number 57
Setting up Off-premise Message Notification to more than one
destination 60
Changing Off-premise Message Notification 63
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Changing Off-premise Message Notification parameters 63
Changing the destination type from a pager to a telephone or
extension 66
Changing the destination type from telephone or extension to a
pager 68
Inserting an Off-premise Message Notification destination number 70
Deleting an Off-premise Message Notification destination number 72
Turning Off-premise Message Notification on and off 73
Changing the Off-premise Message Notification hours of operation 74
Chapter 7 Recording ACD Greetings 77
Introduction 77
ACD greetings 77
Types of ACD greetings 77
How to record an ACD greeting 78
Recording ACD greetings 79
Changing ACD greetings 79
5
Chapter 8 Routing Table Administration 81
Introduction 81
Routing Table 81
Setting up a Routing Table 82
About Routing Table steps 82
Distribution time (DIST) 82
Goto steps (GOTO) 82
ACD Greeting step (GRTG) 83
Planning the Routing Table steps 84
Adding Routing Table steps 84
Adding greeting steps 84
Adding distribution steps 85
Adding Goto steps 86
Assigning ACD queue hours of operation 87
Assigning the Day start time for an ACD queue 87
Assigning the Night start time for an ACD queue 87
Assigning an ACD queue for 24 hour operation 88
Examples of setting up the Day and Night Routing Tables 88
Examples of Routing Tables 88
Example of setting up the Queue 1 Day Routing Table 89
Example of setting up the Queue 1 Night Routing Table 91
Reviewing the Routing Table steps 92
Changing the existing steps in the Routing Table 92
ACD Service Modes 93
Changing the ACD Service Mode 94
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Chapter 9 Enterprise Edge Call Center Lines Administration 97
Introduction 97
Adding lines and assigning an ACD queue 97
Adding and assigning several lines 98
Setting the Answer Lines status 99
Chapter 10 Setting up ACD general parameters 101
Introduction 101
Assigning the language of Enterprise Edge Call Center 101
General ACD parameters 101
Setting up general ACD parameters 102
Enterprise Edge Call Center System Configuration Report 103
Chapter 11 Monitoring Enterprise Edge Call Center call activity 105
Introduction 105
Monitoring call activity 105
Example of monitoring call activity 106
Chapter 12 Using Enterprise Edge Call Center with Enterprise Edge Voice
Messaging 107
Introduction 107
Automated Attendant 107
Custom Call Routing 107
Chapter 13 Enterprise Edge Call Center Operation Tips 109
Introduction 109
Tips about ACD agent administration 109
Tips about ACD queue administration 110
Tips about recording ACD greetings 110
Tips about Routing Table administration 111
Tips about ACD general parameters 111
Tips to calculate longest wait time a caller could be on hold 112
Tips to improve the efficiency of the call center 113
Chapter 14 Troubleshooting Enterprise Edge Call Center 115
Introduction 115
Problems and Solutions 115
Resetting Passwords 115
Agent log in problems 116
Problems enabling the ACD queue 116
Cannot change the ACD Queue General Parameters 117
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Appendix A: Enterprise Edge Call Center Programming Record 119
Before you begin 119
Programming overview 119
Feature Code checklist 120
ACD Queue Parameter Administration 120
Agent Administration 121
Agent-Queue Assignment 122
ACD Queue Mailbox Administration 122
Greeting Administration 123
Routing Table Administration 124
Routing Tables (Queue 1) 124
Routing Tables (Queue 2) 125
Setting up general ACD parameters 125
Line answering 126
Operator/Business Status 127
Glossary 129
7
Index 133
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Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
How to use this guide
1
Introduction
Enterprise Edge Call Center is an automatic call distribution (ACD) system that
answers incoming calls and routes these calls to agents. In an ACD system, an agent
is someone assigned to answer incoming calls.
This guide is designed to assist a System Administrator in setting up and operat ing
the Enterprise Edge Call Center system. Use this guide as an ongoing reference.
This chapter tells you what to expect as you read this guide and how information in
this guide is presented.
How this guide is organized
The Enterprise Edge Call Center Set Up and Operation Guide is organized into the
following chapters:
Chapter Description
1. How to use this guide Describes the contents and conventions of this guide.
2. Using Enterprise Edge Call Center Describes using telephones with Enterprise Edge Call
Center, accessing Enterprise Edge Call Center
administration, and your role as System Administrator.
3. Using Enterprise Edge Call Center Feature
Codes
4. ACD Agent Administration explains how to add and delete ACD agents. This chapter
5. ACD Queue Administration provides information on setting up ACD queue
6. ACD Queue Mailbox Administration explains how to initialize, record greetings, open, and
7. Recording ACD Greetings describes different types of greetings and explains how to
8. Routing Table Administration provides information on setting up the steps in the
9. Enterprise Edge Call Center Lines
Administration
describes the Enterprise Edge Call Center Feature Codes
used by the System Administrator and by the agents.
also explains how to change agent information and force
agent log off.
parameters, enabling ACD queues and disabling ACD
queues. This chapter also explains how to assign, delete
and view agents in an ACD queue.
listen to messages in the ACD Queue Mailbox. This
chapter explains how to change and reset the ACD Queue
Mailbox password. This chapter also describes Offpremise Message Notification.
record ACD greetings.
Routing Tables.
provides information on how to add lines and assign an
ACD queue. This chapter also explains how to view and
change line configuration, and set the Answer Lines
status.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
10 Symbols and conventions
Chapter Description
10. Setting up ACD general parameters provides information on assigning the language of
Enterprise Edge Call Center and setting up the general
parameters for Enterprise Edge Call Center.
11. Monitoring Enterprise Edge Call Center call
activity
12. Using Enterprise Edge Call Center with
Enterprise Edge Voice Messaging
13. Enterprise Edge Call Center Operation Tips provides tips to improve the operation of the Enterprise
14. Troubleshooting Enterprise Edge Call
Center
Appendix A: Enterprise Edge Call Center
Programming Record
Glossary Defines terms used in this guide.
Index Provides an alphabetical list of information contained in
provides information on how to monitor Enterprise Edge
Call Center call activity using the Enterprise Edge Call
Center Status Feature Code.
provides information about the Enterprise Edge
Messaging routing features Custom Call Rou ting and the
Automated Attendant.
Edge Call Center system.
provides diagnostic and recovery procedures for
problems that might occur while setting up and operating
Enterprise Edge Call Center. This chapter explains how
to reset the System Administrator password and how to
reset the operator password.
provides a programming record to keep track of
Enterprise Edge Call Center set up information.
this guide.
Symbols and conventions
The following conventions and symbols are used to describe features and their
operation.
Convention Example Used for
Words in this special font
correspond to top line of
telephone display
An underlined word in this
special font corresponds to the
bottom line on telephone display
ACD Admin Display prompts. Used on single-line and two-line
display telephones.
AGENT
Indicates the Display button option you need to press
to proceed.
Appears on two-line display telephones
Other documents
For more information about Enterprise Edge Call Center, refer to the Enterprise
Edge Call Center Agent User Card.
only.
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Using Enterprise Edge Call Center
Introduction
This chapter describes:
• Using your telephone with Enterprise Edge Call Center
• Using Enterprise Edge Call Center
• Accessing Enterprise Edge Call Center administration
• Your role as Enterprise Edge Call Center System Administrator
Using your telephone with Enterprise Edge Call Center
ACD agents can use Enterprise Edge two-line display telephones and Enterprise
Edge single-line display telephones. Non-display telephones, such as telephones
attached to an Enterprise Edge ATA 2, cannot be used for ACD agent tasks. We
recommend that you read the telephone user card for your telephone before
proceeding.
About the two-line display telephone
The display on a Enterprise Edge two-line display telephone provides information
about commands and options available when you are using Enterprise Edge Call
Center.
2
The two-line display can show up to three display button options at a time. The
telephone displays in this guide show the Enterprise Edge Call Center default
settings. The following two-line display shows an example of the first Queue Status
display.
Enterprise Edge two-line display
Display prompt
Display button options
Display buttons
Using Enterprise Edge Call Center
The Enterprise Edge Call Center system is designed to handle incoming calls as
efficiently and economically as possible. Incoming calls are distributed to available
agents or to ACD greetings in your call center. To ensure that each call is handled
successfully, Enterprise Edge Call Center answers, plays greetings and routes each
incoming call to the first available agent in the order of the call’s arrival. The
Enterprise Edge Call Center system is used to hold the caller on the line.
The Enterprise Edge Call Center system is designed to work best for small call
centers.
Queue 1:Enabled
QUEUE NEXT
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12 Accessing Enterprise Edge Call Center administration
Accessing Enterprise Edge Call Center administration
Enterprise Edge Call Center administration is done using Enterprise Edge Voice
Applications Manager. Enterprise Edge Voice Applications Manager is an
application that allows you to administer Enterprise Edge Voice Messaging and
Enterprise Edge Call Center.
To access Enterprise Edge Voice Applications Manager:
1. Click the
Start
Applications Manager
Manager
.
menu, point to
and then click
Programs
Enterprise Edge Voice Applications
, click
Enterprise Edge Voice
The Enterprise Edge Voice Applications Manager main menu appears.
To access Enterprise Edge Voice Applications Manager from Enterprise Edge
Unified Manager:
1. On the
Enterprise Edge Voice Applications Manager
Enterprise Edge Unified Manager
window and then click the
icon.
The Enterprise Edge Voice Applications Manager main menu appears.
All of the procedures described in this guide assume that you are at the Enterprise
Edge Voice Applications Manager main menu.
Your role as Enterprise Edge Call Center System Administrator
As Enterprise Edge Call Center System Administrator, you set up how your call
center receives calls. Your role can include:
• learning about the Enterprise Edge Call Center system
• using Enterprise Edge Call Center Feature Codes
• setting up ACD agents
• setting up ACD queues
• initializing the ACD Queue Mailbox
• recording ACD greetings
• setting up the ACD routing table
• assigning the lines to be answered by Enterprise Edge Call Center
• setting up general ACD parameters
• monitoring the real time performance of Enterprise Edge Call Center call
activity
• troubleshooting Enterprise Edge Call Center
• completing the Enterprise Edge Call Center Programming Record (refer to
Appendix A: Enterprise Edge Call Center Programming Record on page 119)
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Using Enterprise Edge Call Center Feature Codes
Introduction
Feature Codes allow you to access Enterprise Edge Call Center functions. This
chapter describes the Feature Codes used by the System Administrator and the
ACD agents.
This chapter describes:
• Enterprise Edge Feature Codes
• Feature Codes used by the System Administrator
• Feature Codes used by ACD agents
Enterprise Edge Feature Codes
Feature Codes are assigned during installation. This guide shows the default
Feature Codes. Enterprise Edge Call Center can also use Custom Feature Codes. If
the default Feature Codes are used by another application, your system
automatically assigns Custom Feature Codes.
3
If your system has assigned Custom Feature Codes, you need to find out what these
Feature Codes are. Remember to write the Custom Feature Codes in the appropriate
columns in the the table ACD Agent Feature Codes on page 17.
To determine the Enterprise Edge Feature Codes:
1. Press ƒ·•⁄.
Login/out: F9xx
NEXT
Busy Mode: F9xx
NEXT
Record call: F9xx
QUIT
2. The display shows the name and number of the Log
In/Log Out Feature Code. The xx represents a number
between 00 and 99. Press
3. The display now shows the name and number of the
Make Busy Feature Code. The xx represents a number
between 00 and 99. Press
4. Continue pressing
Edge Feature Codes.
5. This display appears when you reach the last
Enterprise Edge Feature Code, the Record Call
Feature Code. Press
NEXT
NEXT
.
NEXT
.
to show all of the Enterprise
QUIT
or ® to end the session.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
14 Enterprise Edge Feature Codes
Programming a memory button with a Feature Code
Each Enterprise Edge Call Center Feature Code can be programmed to a memory
button. We recommend that you use memory buttons with indicators to program the
Feature Codes.
A memory button indicator is the triangle next to a memory button. These indicators
are useful for several Enterprise Edge Call Center purposes: monitoring call
activity, showing the Login/Logout status of agents, and showing the Make Busy
status of agents. For information about how the status appears, refer to the
Enterprise Edge Call Center Agent Card.
To program a memory button:
1. Do not lift your handset. Press ƒ•‹.
Program Features
Press a button
QUIT
Feature code:
QUIT
F_
QUIT CLEAR
Programmed
2. A display appears briefly to indicate that you are
going to program features.
3. Press a programmable button, preferably a button
with an indicator for the Queue Status Feature Code.
Note:
The agents should program the Login/Logout
Feature Code and the Make Busy Feature
Code to memory buttons with indicators.
4. Press ƒ.
5. Enter the Feature Code number you want to program.
For example, enter ·‚· to program the Queue
Status Feature Code.
The display shows that the button has been
programmed.
Repeat steps 1 to 5 for each Enterprise Edge Call
Center Feature Code you want to program.
Use the paper labels that come with your Enterprise Edge telephone to identify the
programmed button. To use the Feature Code, press the labeled button.
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Feature Codes used by the System Administrator 15
Feature Codes used by the System Administrator
The System Administrator uses Feature Codes to:
• open an ACD Queue Mailbox
• set the Operator or Service mode status
• determine a Control Directory Number (DN)
• view the queue status
These Feature Codes appear in the table Enterprise Edge Call Center System
Administrator Feature Codes. If you have Custom Feature Codes, record these in
the appropriate column in this table.
Enterprise Edge Call Center System Administrator Feature Codes
Operation Default Feature Code Custom Feature Codes
Open Mailbox
Operator/Service Control
Message/Touch Extension
Queue Status
ƒ
ƒ
ƒ
ƒ
·°⁄
·°¤
·°fi
·‚·
ƒ
ƒ
ƒ
ƒ
___ ___
·
___ ___
·
___ ___
·
___ ___
·
Note:
The Login/Logout Feature Code and the Make Busy Feature Code are
available to the System Administrator, but they are used primarily by
agents. For information on the Feature Codes used by agents, refer to ACD
Agent Feature Codes on page 17.
System Administrator Feature Code descriptions
Before you attempt to use these feature codes, read the telephone user card for your
telephone.
Open Mailbox Feature Code (Feature 981)
Use the Open Mailbox Feature Code to:
• record ACD Queue Mailbox greetings
• listen to messages in the ACD Queue Mailbox
Press ƒ·°⁄ to use the Open Mailbox Feature Code.
Note:
For more information on using the Open Mailbox Feature Code, refer to
Recording the ACD Queue Mailbox greetings on page 38, and Listening to
messages in the ACD Queue Mailbox on page 47.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
16 Feature Codes used by the System Administrator
Operator/Service Control Feature Code (Feature 982)
Use the Operator/Service Control Feature Code to establish or change the
operator’s extension and to indicate whether the operator is available. This Feature
Code is also used to select the day/night service mode of each ACD queue. You use
this Feature Code to change the password used to access this Operator/Service
Control Feature Code.
Press ƒ·°¤ to use the Operator/Service Control Feature Code. You
are prompted to enter the Operator/Service Control password. The default password
for this Operator/Service Control Feature Code is OPERATOR which is entered by
pressing fl‡‹‡¤°fl‡.
Note:
For more information on using the Operator/Service Control Feature Code,
refer to Changing the ACD Service Mode on page 94 and Resetting
Passwords on page 115.
Enterprise Edge Call Center Extension Feature Code (Feature 985)
Use the Enterprise Edge Call Center Extension Feature Code to determine the
Control DN that has been assigned to each ACD queue. The Control DN is the same
as the ACD Queue Mailbox number. This Feature Code is also used to determine
the extension that has been assigned to show Message Waiting Indication for the
ACD Queue Mailbox. The Enterprise Edge Call Center Extension Feature Code is
also used to reset the passwords of the System Administrator and the operator.
Press ƒ·°fi to determine the Control DN and the Message Waiting
Indication extension. No password is required.
Note:
For more information on the Control DN, refer to Determining the Control
DN (ACD Queue Mailbox number) on page 36. For information on how to
reset the Operator and System Administrator passwords, refer to Resetting
Passwords on page 115.
Queue Status Feature Code (Feature 909)
Use the Queue Status Feature Code to display real-time status information about the
ACD queues. You use this Feature Code to view how busy your call center is so that
you can adjust ACD queue staffing according to the requirements. The Queue
Status Feature Code shows you the following:
• the ACD queue number and whether the ACD queue is enabled or disabled
• number of agents logged into the ACD queue
• number of calls waiting
• the longest wait time of a call
Press ƒ·‚· to use the Queue Status Feature Code. No password is
required.
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Feature Codes used by ACD agents 17
To provide easy, one-button access to the Queue Status feature, program a memory
button that has an indicator with the Queue Status Feature Code. Refer to
Programming a memory button with a Feature Code on page 14. After you program
a memory button and assign times to the general ACD parameters Primary Alert
and Secondary Alert, the indicator shows the following:
• if the indicator is off, all of the calls are answered and none of the calls has
exceeded the Primary Alert time
• if the indicator is flashing slowly, at least one call waiting in the ACD queue has
exceeded the Primary Alert time
• if the indicator is flashing quickly, at least one call waiting in the ACD queue
has exceeded the Secondary Alert time
Note:
For information on assigning times to the general ACD parameters Primary
Alert and Secondary Alert, refer to General ACD parameters on page 101.
For information on how to use the Queue Status Feature Code, refer to
Example of monitoring call activity on page 106.
Feature Codes used by ACD agents
The agents use Feature Codes to:
• open the ACD Queue Mailbox
• log in and log out of the Enterprise Edge Call Center system
• make telephone busy and cancel telephone busy
• view queue status
These Feature Codes appear in the table ACD Agent Feature Codes. If you have
Custom Feature Codes, record these in the appropriate column in this table.
ACD Agent Feature Codes
Operation Default Feature Code Custom Feature Code
Open Mailbox
Login/Logout
Make Busy
Queue Status
ƒ
ƒ
ƒ
ƒ
·°⁄
·‚›
·‚°
·‚·
ƒ
ƒ
ƒ
ƒ
___ ___
·
___ ___
·
___ ___
·
___ ___
·
Agent Feature Code descriptions
For more information on Agent Feature Codes, refer to the Enterprise Edge Call
Center Agent Card.
Open Mailbox Feature Code (Feature 981)
The agent uses the Open Mailbox Feature Code to listen to messages in an ACD
Queue Mailbox. This mailbox is protected by a password that you choose. The
agent will be prompted to enter the ACD Queue Mailbox password.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
18 Feature Codes used by ACD agents
Press ƒ·°⁄ to open the ACD Queue Mailbox. The agent is
prompted to enter the ACD Queue Mailbox password.
Note:
For more information on how the agent uses the Open Mailbox Feature
Code, refer to Listening to messages in the ACD Queue Mailbox on page
47.
Login/Logout Feature Code (Feature 904)
The agent uses the Login/Logout Feature Code to log in when they are available to
take calls and log out when they are not available to take calls.
Press ƒ·‚› to l ogin/out. The agent is prompted to enter their Agent
password.
Note:
For more information on the Login/Logout Feature Code, refer to the
Enterprise Edge Call Center Agent Card. If an agent forgets to log out, the
System Administrator can force the agent to logout. For information, refer
to Forcing agent log out on page 23.
Make Busy Feature Code (Feature 908)
The agent uses the Make Busy Feature Code to activate or cancel the Make Busy
feature on their telephone. If the work resulting from a call requires extra time to
complete, an agent can use the Make Busy Feature Code to prevent Enterprise Edge
Call Center from routing another call to them. If an agent makes a phone call, they
first use the Make Busy Feature Code to activate the Make Busy feature. When the
agent is ready to receive calls, they use this Feature Code to cancel the Make Busy
feature and receive calls again.
If an agent does not answer a call within a certain number of rings, the call is
returned to the ACD queue and the agent telephone is automatically placed into
Auto Busy Mode. The agent must manually cancel the Auto Busy Mode feature by
using the Make Busy Feature Code to continue to receive calls.
Press ƒ·‚° to use the Make Busy Feature Code.
Note:
For more information on the Make Busy Feature Code, refer to the
Enterprise Edge Call Center Agent Card. You can program a Post call wrap
up time period if the agents in your call center need time after calls to do
paperwork or wrap up tasks. You can change the default Post call wrap up
time period to zero if there is no need for this period in your call center. For
more information, refer to Busy Timeout on page 27.
Queue Status Feature Code (Feature 909)
If you have agents who only answer calls during peak call periods, they can check
the queue status to see if they are needed.
Note:
If agents in your call center use the Queue Status Feature Code, refer to
Monitoring Enterprise Edge Call Center call activity on page 105.
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
ACD Agent Administration
4
Introduction
Since one person cannot handle all the calls in your call center, calls are divided
among several people. These people are referred to as agents throughout this
document. This chapter provides information on setting up ACD agents.
This chapter describes:
• Agent information
• Adding an agent
• Adding more than one agent
• Changing agent information
• Resetting the agent password
• Deleting an agent
• Forcing agent log out
Note:
For information on assigning agents to the queues, refer to Assigning an
agent to an ACD queue on page 32.
Agent information
A maximum of 10 agents can be logged in to Enterprise Edge Call Center at any
one time. If an agent is logged in at one telephone, they cannot log in to another
telephone until they log out of the first telephone. For information about the features
that agents use, refer to the Enterprise Edge Call Center Agent Card.
You can have a maximum of 20 agents in your call center. The following
parameters are required to add an agent:
Agent ID
Each agent is assigned a unique Agent ID number. Enterprise Edge Call Center
assigns the lowest available Agent ID number, which is a value between one and
20. Statistics are collected and reported for each Agent ID number. For more
information on statistics, refer to Monitoring Enterprise Edge Call Center call
activity on page 105.
Agent name
The agent name is a maximum of 13 characters. If you do not enter a name, the
default agent name is the word agent and the agent number (for example,
AGENT12).
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
20 Adding an agent
Priority
The agent Priority represents the qualific ation level of the age nt. The agent Priority
can be used to determine which of your agents receives an incoming call. If the
Method of call distribution for the queue is Preferred, then the agent with the
highest Priority value will receive the call. For more information, refer to Method
of Call Distribution on page 27. The agent Priority value ranges from one to five.
One is the highest agent Priority value which you would assign to the most qualified
agents. The default agent Priority value is three.
Adding an agent
Before you add an agent, make a photocopy of the table Agent Administration on
page 121. As you add agents, fill in the appropriate columns in the table for future
reference.
To add an agent:
1. Click the
ACD
menu and then click
Agents
.
The ACD Agents dialog box appears.
2. Click the
Add
button.
The Add Agent dialog box appears.
3. The
Agent ID
field contains the lowest available Agent ID number. If you
want to change the Agent ID number, click the
Agent ID
new Agent ID. The Agent ID is a number between one and 20.
4. Click the
Name
field and type the name of the agent.
The default for this field is AGENTnn, where nn is the Agent ID.
5. From the
Priority
drop list select the priority number for this agent.
The default for this field is three.
6. Click the OK button.
Repeat steps 2 to 6 for each agent you want to add.
7. Click the
Close
button to return to the Enterprise Edge Voice Applications
Manager main menu.
field and type the
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Adding more than one agent
With Enterprise Edge Voice Applications Manager you can save time by adding
more than one agent at a time. The agents you add with this method have the same
Priority level and the default agent name (AGENTnn, where nn is the Agent ID).
Before you add an agent, make a photocopy of the table Agent Administration on
page 121. As you add agents, fill in the appropriate columns in the table for future
reference.
To add more than one agent:
Adding more than one agent 21
1. Click the
ACD
menu and then click
Agents
.
The ACD Agents dialog box appears.
2. Click the
The
3. In the
Add Many
button.
Add Many Agents
From
field type the lowest Agent ID number.
dialog box appears.
4. In the To field type the highest Agent ID number.
The Agent ID numbers you enter in the From and To fields must be between
one and 20.
5. From the
Priority
drop list select the priority number for these agents.
The default for this field is three.
6. Click the OK button.
Agents are added for the Agent ID numbers you entered in the From and To
fields. A message appears that tells you how many agents you added.
Note:
Any existing agents with an Agent ID number between the numbers
you entered in the From and To fields are not changed. These agents
are not included in the number of agents added.
7. Click the
Close
button to return to the Enterprise Edge Voice Applications
Manager main menu.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
22 Changing agent information
Changing agent information
You can change the following agent information:
• the agent’s name
• the agent’s Priority value
To change agent information:
1. Click the
ACD
menu and then click
Agents
.
The ACD Agents dialog box appears.
2. Click the agent you want to change.
3. Click the
Change
button.
The Change Agent dialog box appears.
4. In the
5. From the
Name
Priority
field type the new name of the agent.
drop list select the new priority number for this agent.
6. Click the OK button.
Repeat steps 2 to 6 for each agent you want to change
Note:
If the agent you are changing is logged in, a dialog box appears asking
if you want to log the agent out and make the changes. If you log the
agent out, be sure to inform the agent to log in again.
7. Click the
Close
button to return to the Enterprise Edge Voice Applications
Manager main menu.
Resetting the agent password
If an agent forgets their password, you can reset the password back to the default
value (0000). After you reset the password, the agent must change their password
the next time they log on.
To reset the agent’s password:
1. Click the
ACD
menu and then click
The ACD Agents dialog box appears.
2. Click the agent you want to change.
3. Click the
Change
button.
The Change Agent dialog box appears.
4. Click the
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Reset Password
check box.
Agents
.
5. Click the OK button.
The agent password is set to 0000.
Deleting an agent 23
6. Click the
Manager main menu.
Deleting an agent
To delete an agent:
1. Click the
ACD Agents
The
2. Click the agent you want to delete.
3. Click the
The Confirm Delete dialog box appears.
Note:
4. Click the
If the agent you are deleting is logged in, a dialog box appears asking
if you want to log the agent off and then delete the agent. To delete the
agent, click the
Close
button to return to the Enterprise Edge Voice Applications
ACD
menu and then click
Agents
.
dialog box appears.
Delete
Yes
button.
button.
Yes
button.
5. Click the OK button.
Repeat steps 2 to 5 for each agent you want to delete.
6. Click the
Close
Manager main menu.
Forcing agent log out
Normally agents log out when they are no longer available to receive calls. If an
agent leaves and does not log out, you can force the agent to log out. When logged
out, an agent will not receive any new calls from Enterprise Edge Call Center.
To force the agent to log out:
1. Click the
The ACD Agents dialog box appears.
2. Click the agent you want to log out.
3. Click the
A dialog box appears with the log in status of the agent.
ACD
Check Status
button to return to the Enterprise Edge Voice Applications
menu and then click
Agents
.
button.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
24 Forcing agent log out
4. If the agent is logged in, click the
Yes
button.
If the agent is already logged out, proceed to step 5.
Note:
If the agent you log out is on a call, the call is not interrupted.
5. Click the OK button.
Repeat steps 2 to 5 for each agent you want to log out.
6. Click the
Close
button to return to the Enterprise Edge Voice Applications
Manager main menu.
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
ACD Queue Administration
Introduction
You set up each ACD queue to answer and distribute calls to agents as they become
available.
This chapter describes:
• The ACD queues
• The ACD queue parameters
• Setting up ACD queue parameters
• Enabling the ACD queues
• Disabling the ACD queues
• Assigning an agent to an ACD queue
• Disabling the ACD queues
• Deleting agents from an ACD Queue
• Viewing agents in an ACD queue
5
ACD queues
There are a maximum of two ACD queues. Each ACD queue collects calls for a
particular call center department such as “sales” or “technical support”.
You cannot change the ACD queue parameters or add, change, or delete lines
assigned to an ACD queue while an ACD queue is in use. For more information,
refer to ACD queue parameters on page 26 and Adding lines and assigning an ACD
queue on page 97.
How incoming calls are sent to an ACD queue
Incoming calls are sent to an ACD queue in one of the following ways:
• The installer assigns a line to be answered directly by an ACD queue.
• A receptionist, agent or user receives a call and transfers the call to an ACD
queue. They transfer the call to an ACD queue by pressing ƒ‡‚ or
TRANSFER
• The call is answered by the Automated Attendant (AA) or a Custom Call
Routing (CCR) tree and the caller makes a selection that routes them to the
Control DN of the ACD queue. For more information, refer to Automated
Attendant on page 107 and Custom Call Routing on page 107.
and entering the Control DN of the ACD queue.
• If calls are forwarded to the Control DN of the queue by Call Forward All Calls,
Call Forward No Answer or Call Forward On Busy.
For information about these Enterprise Edge features, refer to your Enterprise Edge
System Administrator Guide.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
26 ACD queue parameters
ACD queue parameters
Setting up your ACD queue requires you to assign or record values for several
parameters. These parameters include the following:
Queue number
The Queue number is assigned by the system as one or two.
Queue name
The Queue name is a maximum of 16 characters. If you do not enter a Queue name,
the Queue name defaults to QUEUEn where n is the Queue number. The Queue
name for each ACD queue is the same as the ACD Queue Mailbox name.
Control Directory Number (CDN)
The Control Directory Number is the extension associated with the ACD queue.
Incoming calls are transferred to the CDN of each ACD queue. The CDN is the
same as the ACD Queue Mailbox number.
When assigning a CDN, you must be aware of the following:
• A CDN must be a B1 extension.
A B1 extension is the extension that you dial to call a telephone or peripheral.
Note:
For information about determining an available B1 extension, refer to
your Enterprise Edge Programming Record and your Enterprise Edge
Installer Guide.
• The extension assigned as the CDN must be used exclusively for t he CDN. If a
telephone, or any other device, uses the same extension, the ACD queue will not
answer calls.
Message Waiting Indication (MWI) extension
The Message Waiting Indication extension is an optional telephone number that
indicates when an ACD Queue Mailbox has messages waiting. The MWI extension
that you assign shows
Message for you
on the telephone display when there are
new messages in the ACD Queue Mailbox. The MWI extension defaults to None.
If the MWI extensions for each ACD Queue Mailbox are forgotten, you can
determine which MWI extension is assigned to each ACD Queue Mailbox. For
information on how to determine the MWI extensions, refer to Determining the
Control DN (ACD Queue Mailbox number) on page 36.
Password
If the ACD Queue Mailbox password is forgotten, you must reset this password.
Resetting a mailbox password changes it to the default password ‚‚‚‚.
After the ACD Queue Mailbox password has been reset, you must change the
default password and enter a new password. The ACD Queue Mailbox password
should be reset only if it is forgotten. For information, refer to Resetting the ACD
Queue Mailbox password on page 46.
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
ACD queue parameters 27
Method of Call Distribution
The method of call distribution determines which of several available agents to
route the call to. There are two methods of call distribution: Longest idle and
Preferred. The “Longest idle” method of call distribution routes the call to the agent
who has been available the longest. The “Preferred” method of call distribution
routes the call to the agent with the highest priority (best qualified agent). When
there are several agents with the highest priority, the longest available agent will be
selected. The default method of call distribution is “Longest idle”.
Overflow After
The Overflow After time limit is the maximum time a call waits in an ACD queue
before it overflows to another enabled ACD queue. If there is no other enabled ACD
queue, the call is transferred to the ACD Queue Mailbox where the caller can leave
a message. This time limit helps to prevent call con gestion in your call center. The
default Overflow After time is 00:00 which means “do not overflow.”
Busy Timeout
The Busy Timeout parameter is the time period you set up for agents to wrap up or
complete paperwork after they finish a call. After an agent has completed a call,
they are taken out of the queue for this pre-programmed Busy Timeout period. The
agent can extend or cancel the Busy Timeout period by using the Make Busy
Feature Code. For more information, refer to Make Busy Feature Code (Feature
908) on page 18. The Busy Timeout defaults to 30 seconds. You can change the
Busy Timeout to zero if there is no need for this time period in your call center.
Delay Answer
The Delay Answer feature prevents Enterprise Edge Call Center from answering
calls and playing greetings when there are no agents available. When an ACD queue
has the Delay Answer feature activated, waiting callers hear ringback.
To activate the Delay Answer feature, enter a time for Delay Answer. The Delay
Answer time can be a minimum of one second and a maximum of 10 minutes. The
default Delay Answer time is 00:00 which means it is not activated.
When a call comes in on a line belonging to an ACD queue that does not have any
free agents, the call will not be answered until either the Delay Answer time has
elapsed or an agent becomes available for this call, whichever comes first.
For more information on the Delay Answer feature, refer to Tips about ACD queue
administration on page 110.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
28 Setting up ACD queue parameters
Setting up ACD queue parameters
Before you proceed, make a photocopy of the table ACD Queue Parameter
Administration on page 120. Fill in the appropriate columns for future reference.
Note:
You need to disable a queue and wait until there are no calls in the ACD
queue before you can change the ACD queue parameters. You cannot
change the ACD queue parameters of an ACD queue while the ACD queue
is in use.
To set up ACD queue parameters:
1. Click the
ACD
menu and then click
Queues
.
The ACD Queues dialog box appears.
2. Click the queue you want to set up.
3. Click the
Configure
button.
The queue’s dialog box appears.
4. Click the
5. In the
General Queue Properties
Control DN
field enter the extension for the queue. The Control DN
tab.
must be a B1 extension that is not used by another device or telephone. This
number is also the mailbox number of the ACD Queue Mailbox.
6. A dialog box appears informing you that a new ACD Queue Mailbox was
created. Click the OK button
7. In the
Name
field type the name for this queue. This name is also used for the
ACD Queue Mailbox. The default name is QUEUEn, where n is the Queue
Number.
8. In the
MWI DN
field type the extension of the telephone that displays the
Message Waiting Indicator for the ACD Queue Mailbox.
9. In the
Method
field and select the Method of distribution (Longest or
Priority). The default Method is Longest.
10. Use the arrow buttons in the
Busy Timeout
field to change the busy timeout
period. The default Busy Timeout is 00:30.
11. Use the arrow buttons in the
Delay Answer
field to change the delay answer
time.
12. Select the
Overflow After
the
Overflow After
check box and go to step 14 to disable the Overflow
check box to enable the Overflow feature, or clear
feature.
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
Enabling the ACD queues 29
13. Use the arrow buttons in the
14. Click the OK button to save your changes and return to the
dialog box.
Repeat steps 2 to 14 for each ACD Queue you want to set up.
15. Click the
Close
button to return to the Enterprise Edge Voice Applications
Manager main menu.
Enabling the ACD queues
After you have set up an ACD queue, the ACD queue is disabled until you enable it.
Before an ACD queue can be enabled, ensure that:
• a valid Control DN is set up (For information, refer to Setting up ACD queue
parameters on page 28.)
• an ACD greeting is recorded (For information, refer to Recording ACD
greetings on page 79.)
• the Day and Night Routing Tables are set up (For information, refer to
Examples of setting up the Day and Night Routing Tables on page 88.)
Overflow After
field to select the overflow limit.
ACD Queues
To enable an ACD queue:
1. Click the
ACD
menu and then click
Queues
.
The ACD Queues dialog box appears.
2. Click the queue to you want to enable.
3. Click the
Enable
button.
The queue status changes to Enabled.
Repeat steps 2 and 3 for each ACD Queue you want to enable.
4. Click the
Close
button to return to the Enterprise Edge Voice Applications
Manager main menu.
P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide
30 Disabling the ACD queues
Disabling the ACD queues
When you disable an ACD queue, no new calls are accepted. Any calls that are
already in this ACD queue still get distributed until the calls are ended.
To disable an ACD queue:
1. Click the
ACD
menu and then click
The ACD Queues dialog box appears.
2. Click the queue you want to disable.
3. Click the
Disable
button.
The queue status changes to Disabled.
Repeat steps 2 and 3 for each ACD Queue you want to disable.
4. Click the
Close
button to return to the Enterprise Edge Voice Applications
Manager main menu.
Changing ACD queue parameters
You must disable the ACD queue before you can change the ACD queue
parameters.
To change the ACD queue parameters:
1. Click the
The ACD Queues dialog box appears.
ACD
menu and then click
Queues
Queues
.
.
2. Click the queue you want to change.
3. Click the
Configure
button.
The queue’s dialog box appears.
4. Click the
5. In the
General Queue Properties
Control DN
field type the new extension for the queue. The Control
tab.
DN must be a B1 extension that is not used by another device or telephone.
This number is also the mailbox number of the ACD Queue Mailbox.
6. A confirmation dialog box appears. Click the
Yes
button to confirm changing
the Control DN.
7. A second confirmation dialog box appears. Click the OK button to change the
mailbox number of the ACD Queue Mailbox.
8. In the
Name
field type the new name for this queue. This name is also used
for the ACD Queue Mailbox.
Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
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