Avaya BCM Call Center User Manual

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Enterprise Edge Call Center Set Up and Operation Guide

1-800-4 NORTEL www.nortelnetworks.com

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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

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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

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

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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

Index 133

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How to use this guide

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.

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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

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.

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)

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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.

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·•⁄.

Busy Mode: F9xx

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

to show all of the Enterprise

QUIT

or ® to end the session.

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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.

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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

·°⁄

·°¤

·°ﬁ

·‚·

___ ___

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.

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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.

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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

·°⁄

·‚›

·‚°

·‚·

___ ___

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.

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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.

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.

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ACD Agent Administration

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).

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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

button to return to the Enterprise Edge Voice Applications

Manager main menu.

field and type the

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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

button to return to the Enterprise Edge Voice Applications

Manager main menu.

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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

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

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Reset Password

check box.

Agents

Page 23

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

button to return to the Enterprise Edge Voice Applications

ACD

menu and then click

Agents

dialog box appears.

Delete

Yes

button.

Yes

button.

5. Click the OK button. Repeat steps 2 to 5 for each agent you want to delete.

6. Click the

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.

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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

button to return to the Enterprise Edge Voice Applications

Manager main menu.

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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

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.

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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.

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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.

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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.

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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

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

button to return to the Enterprise Edge Voice Applications

Manager main menu.

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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

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

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.

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Deleting the ACD queue parameters 31

9. In the

MWI DN

field type the new extension of the telephone that displays

the Message Waiting Indicator for the ACD Queue Mailbox.

10. In the

Method

field select the Method of distribution option (Longest or

Priority).

11. Use the arrow buttons in the

Busy Timeout

field to change the busy timeout

period.

12. Use the arrow buttons in the

Delay Answer

field to change the delay answer

time.

13. Select the

Overflow After

check box to enable the Overflow feature or clear the

Overflow After

check box and go to step 15 to disable the Overflow

feature.

14. Use the arrow buttons in the

Overflow After

field to change the overflow

limit in minutes and seconds.

15. Click the

Apply

button to make the changes.

Repeat steps 2 to 15 for each ACD Queue you want to change.

16. Click the OK button to return to the ACD Queues dialog box.

17. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Deleting the ACD queue parameters

The ACD queue must be disabled before you can delete it.

Important

To delete the ACD queue parameters:

1. Click the The ACD Queues dialog box appears.

2. Click the queue you want to change.

3. Click the A confirmation dialog box appears.

:When you delete the ACD queue parameters, all programming for the

queue is deleted. This includes the general parameters, the assigned agents and the Routing Table information.

ACD

menu and then click

Unconfigure

button.

Queues

4. Click the

5. Click the

Yes

button.

button to return to the Enterprise Edge Voice Applications

Manager main menu.

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32 Assigning an agent to an ACD queue

Assigning an agent to an ACD queue

You can assign an agent to one or more ACD queues. Each agent is responsible for answering calls for the ACD queues they are assigned to.

To assign an agent to an ACD queue:

1. Click the

ACD

menu and then click

Queues

The ACD Queues dialog box appears.

2. Click the queue to which you want to assign agents.

3. Click the

Configure

button.

The queue’s dialog box appears.

4. Click the

Agents

tab.

The assigned agents are displayed.

5. From the

Available

list box, click the names of the agents you want to assign

to the queue.

Note:

To assign more than one agent, press the Control key or Shift key while selecting additional agents. To assign all of the agents to this queue, click the

6. Click the

Assign

button.

Assign All

button.

The names of the agents you selected move to the Assigned list box.

7. Click the OK button to save your changes and return to the dialog box. Repeat steps 2 to 7 for each ACD Queue to which you want to assign agents.

8. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Deleting agents from an ACD Queue

When you delete an agent from an ACD Queue, the agent is removed from the queue but is not deleted. The agent is still available, but no longer receives calls from the queue.

To delete an agent from an ACD queue:

1. Click the The ACD Queues dialog box appears.

2. Click the queue from which you want to delete agents.

ACD

menu and then click

Queues

ACD Queues

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Viewing agents in an ACD queue 33

3. Click the

Configure

button.

The queue’s dialog box appears.

4. Click the

Agents

tab.

The Queue Properties dialog box changes to show the assigned agents.

5. From the

Assigned

list box, click the names of the agents you want to delete

from the queue.

Note:

To delete more than one agent from this queue, press the Control key or Shift key while selecting additional agents. To delete all of the agents from this queue, click the

6. Click the

Unassign

button.

Clear All

button.

The names of the agents you selected move to the Available list box.

7. Click the

Apply

button to make the changes. Repeat steps 2 to 7 for each ACD Queue from which you want to delete agents.

8. Click the OK button to return to the ACD Queues dialog box.

9. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Viewing agents in an ACD queue

To view the agents that are assigned to an ACD queue:

1. Click the The ACD Queues dialog box appears.

2. Click the queue you want to view.

3. Click the The Queue Properties dialog box appears.

4. Click the The assigned agents are displayed.

The agents currently assigned to the queue appear in the Assigned list.

5. Click the OK button to return to the ACD Queues dialog box.

ACD

menu and then click

Configure

Agents

button.

tab.

Queues

6. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

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34 Viewing agents in an ACD queue

Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01

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ACD Queue Mailbox Administration

Introduction

The ACD Queue Mailbox stores messages left by callers. This chapter describes:

• The ACD Queue Mailbox

• Determining the Control DN (ACD Queue Mailbox number)

• Initializing the ACD Queue Mailbox

• Recording the ACD Queue Mailbox greetings

• Opening an ACD Queue Mailbox

• The ACD Queue Mailbox Password

• Listening to messages in the ACD Queue Mailbox

• Replying to messages

• Off-premise Message Notification

ACD Queue Mailbox

The ACD Queue Mailbox is created automatically when you set up an ACD queue. There is one ACD Queue Mailbox for each ACD queue. The ACD Queue Mailbox number is the same as the Control Directory Number (CDN) of the ACD queue.

The ACD Queue Mailbox has the following default Class of Service settings:

• Primary Prompt Language

• maximum message time of 15 minutes

• maximum message length of three minutes

• maximum message retention of 30 days

• maximum greeting length of one minute

A caller can leave a message in the ACD Queue Mailbox if they press zero while listening to an ACD greeting that has been set up as having Transfer ( enabled. For more information, refer to the table Greeting Parameters on page 83.

A caller can also leave a message in the ACD Queue Mailbox if their call cannot overflow to another queue. The call does not overflow if:

• there are no agents logged in to the other queue

XFER

)

• the other queue is not enabled

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36 Determining the Control DN (ACD Queue Mailbox number)

To prepare the ACD Queue Mailbox to receive messages, ensure that you:

• know the Control DN (ACD Queue Mailbox number) of each ACD Queue Mailbox. If you do not know the Control DN, refer to Determining the Control

DN (ACD Queue Mailbox number) on page 36.

• initialize the ACD Queue Mailboxes

• record the ACD Queue Mailbox greetings

Before you proceed, make a photocopy of the table ACD Queue Mailbox

Administration on page 122. Fill in the appropriate columns for future reference.

Determining the Control DN (ACD Queue Mailbox number)

You must determine the Control DN (ACD Queue Mailbox number) before you can perform ACD Queue Mailbox administration tasks. If you know the Control DN, you can proceed to Initializing the ACD Queue Mailbox on page 37.

To determine the Control DN (ACD Queue Mailbox number) and Message Waiting Indication telephone for each ACD queue:

Set xxxx

CDN 1:xxxx

Ext 1:xxxx

1. Press ƒ·°ﬁ.

2. Press

3. The

xxxx

represents the Control DN (ACD Queue

Mailbox number) for Queue 1.

Press

Note:

to continue.

If the message

None

appears, the ACD queue

has not been configured.

4. The

xxxx

represents the extension for the Message Waiting Indication (MWI) telephone. When there are messages in the Queue 1 mailbox, a message will appear on the telephone with this extension.

Press

Note:

You assign the extension for MWI when you set up the ACD queue parameters. For information, refer to Setting up ACD queue

parameters on page 28.

If the message

Unavail

appears, then the

extension for MWI has not been entered.

5. Continue pressing

to view the Control DN and

MWI for each queue.

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Initializing the ACD Queue Mailbox

You must initialize the ACD Queue Mailbox before you can receive or listen to messages.

Before you begin, choose the password you want to use to open the ACD Queue Mailbox. The password must be four to eight digits in length and cannot start with zero. You should give the ACD Queue Mailbox passwords to the agents who will be responsible for retrieving messages.

Initializing an ACD Queue Mailbox involves:

• choosing a password from four to eight digits long that does not start with zero

• changing the ACD Queue Mailbox default password to the new password

• recording the ACD Queue Mailbox name in the Company Directory To initialize and open the ACD Queue Mailbox for the first time:

1. Press ƒ·°⁄.

Initializing the ACD Queue Mailbox 37

Log: QUIT RETRY OK

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Password OK

2. Enter the ACD Queue Mailbox number and the default password ‚‚‚‚ as a continuous

number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

3. This display appears briefly to indicate that you must change the password.

4. Choose a password from four to eight digits long that does not start with zero. Enter the new ACD Queue Mailbox password and press OK or £.

5. Enter the new ACD Queue Mailbox password again and press OK or £.

6. This display appears briefly to indicate that the password was changed.

Must record name

7. This display appears briefly to indicate that you must record the ACD Queue Mailbox name in the Company Directory.

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38 Recording the ACD Queue Mailbox greetings

Accept name? RETRY PLAY OK

8. Press OK or £ to accept the recording. Press ⁄ to listen to the recording. Press

erase and re-record the ACD Queue Mailbox name.

9. The recorded ACD Queue Mailbox name plays and you see a brief display showing the name of the ACD Queue Mailbox.

Note:

The ACD Queue Mailbox name for each ACD queue is the same as the Queue name. The Queue name is entered when you set up Queue parameters. For information, refer to

Setting up ACD queue parameters on page 28.

After the ACD Queue Mailboxes are initialized, record the ACD Queue Mailbox greetings.

Recording the ACD Queue Mailbox greetings

You can record Primary, Alternate or Personalized greetings for each ACD Queue Mailbox. You record a Primary ACD Queue Mailbox greeting for everyday use after you initialize an ACD Queue Mailbox. The Alternate ACD Queue Mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized ACD Queue Mailbox greetings.

RETRY

PLAY

or ¤ to

If you record a Primary and Alternate ACD Queue Mailbox greeting, you have to choose which greeting plays to callers who reach the ACD Queue Mailbox.

You can also record greetings in an Alternate Language. If you have greetings in an Alternate Language, a caller can press · while the greeting is playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in the Primary ACD Queue Mailbox greeting that they can choose the Alternate Language by pressing ·.

If the Operator Status is set to Yes, and a caller presses ‚ while the ACD Queue Mailbox greeting is playing, they are transferred to the company Receptionist or Operator. For information about Operator Status, refer to the Enterprise Edge Message Set Up and Operation Guide. Inform callers in the ACD Queue Mailbox greetings that they can press ‚ to speak to the company Receptionist or Operator.

If the Operator Status is set to No, a caller who presses ‚ while the ACD Queue Mailbox greeting plays is informed the Operator is not available, and is then transferred to the ACD Queue Mailbox.

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Recording the ACD Queue Mailbox greetings 39

Recording a Primary greeting for the ACD Queue Mailbox

You must record a Primary greeting for each ACD Queue Mailbox. The Primary greeting should include the same ACD Queue Mailbox name that you used for the Company Directory. For example:

“Hello. You have reached the Sales Department Queue Mailbox at Munro and

Johnson. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call as soon as possible. Thank you.”

Before you record the Primary ACD Queue Mailbox greeting, it is a good idea to write out what you want to include in it.

To record the Primary ACD Queue Mailbox greeting:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Greeting options REC

CHOOSE CFWD

Greeting: PRIME ALT PERS

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The ACD Queue Mailbox name appears briefly.

3. Press

4. Press

5. Press

6. Press

ADMIN

GREET

REC

PRIME

or °.

or ¤.

or ⁄.

or ⁄ to record the Primary ACD Queue

Mailbox greeting.

Note:

If you are changing the greeting, the current recorded ACD Queue Mailbox greeting begins to play.

Not recorded

7. If this is the first time that you are recording a greeting, this display appears briefly to indicate that no greeting has been recorded.

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40 Recording the ACD Queue Mailbox greetings

Record new? YES NO QUIT

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

8. Press

9. Press OK or £ to end the recording.

10. Press OK or £ to accept the greeting. Press

YES

or ⁄ and record the Primary ACD Queue

Mailbox greeting at the tone.

⁄ to listen to the greeting. Press

RETRY

PLAY

or ¤ to

erase and re-record the greeting.

Mailbox admin GREET PSWD QUIT

11. Press ® to end the session. Repeat steps 1 to 10 to record the other Primary ACD Queue Mailbox greetings.

Recording an Alternate greeting for the ACD Queue Mailbox

You can record an Alternate greeting for each ACD Queue Mailbox. The Alternate ACD Queue Mailbox greeting should include the same ACD Queue

Mailbox name that you used for the Company Directory. For example:

“Season’s Greetings! You have reached the Sales Department Queue Mailbox at

Munro and Johnson. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call when we reopen on December 27. Thank you.”

Before you record an Alternate ACD Queue Mailbox greeting, it is a good idea to write out what you want to include in it.

To record an Alternate ACD Queue Mailbox greeting:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

The ACD Queue Mailbox name appears briefly.

OTHR

0 new 0 saved PLAY REC ADMIN

Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01

3. Press

ADMIN

or °.

Page 41

Recording the ACD Queue Mailbox greetings 41

Mailbox admin GREET PSWD QUIT

Greeting options REC CHOOSE CFWD

Greeting: PRIME ALT

Not recorded

Record new? YES

Record greeting: RETRY OK

PERS

NO QUIT

4. Press

5. Press

6. Press

GREET

REC

ALT

or ¤.

or ⁄.

or ¤ to record the Alternate ACD Queue

Mailbox greeting.

Note:

If you are changing the greeting, the current recorded Alternate ACD Queue Mailbox greeting begins to play.

7. If this is the first time that you are recording an Alternate greeting, this display appears briefly to indicate that no greeting has been recorded.

8. Press

YES

or ⁄ and record the Alternate ACD Queue

Mailbox greeting at the tone.

9. Press OK or £ to end the recording.

Accept greeting? RETRY PLAY OK

10. Press OK or £ to accept the greeting. Press ⁄ to listen to the greeting. Press

RETRY

PLAY

or ¤ to

erase and re-record the greeting.

Mailbox admin GREET PSWD QUIT

11. Press ® to end the session. Repeat steps 1 to 10 to record the other Alternate ACD Queue Mailbox greeting.

Choosing the Primary or Alternate ACD Queue Mailbox greeting

After you record the Primary and Alternate ACD Queue Mailbox greetings, choose which greeting you are going to use. You can change the selection at any time and as often as needed. If a greeting is not chosen, Enterprise Edge Call Center automatically plays the Primary ACD Queue Mailbox greeting.

Note:

If you choose the Alternate ACD Queue Mailbox greeting, remember to change back to the Primary ACD Queue Mailbox greeting at the appropriate time.

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42 Recording the ACD Queue Mailbox greetings

To choose a Primary or Alternate ACD Queue Mailbox greeting:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Greeting options REC CHOOSE

Use greeting: PRIME ALT QUIT

CFWD

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The ACD Queue Mailbox name appears briefly.

3. Press

4. Press

5. Press

6. Press

ADMIN

GREET

CHOOSE

PRIME

or °.

or ¤.

or ¤ to choose a greeting.

or ⁄ to choose the Primary ACD Queue

Mailbox greeting. Press

ALT

or ¤ to choose the

Alternate ACD Queue Mailbox greeting.

Mailbox admin GREET PSWD QUIT

7. Press ® to end the session. Repeat steps 4 to 6 to choose the Primary or Alternate ACD Queue Mailbox greeting for the other ACD Queue Mailbox.

Recording a Personalized greeting for the ACD Queue Mailbox

If your call center subscribes to Caller ID, you have the option to record a maximum of three Personalized greetings for each ACD Queue Mailbox. For Personalized ACD Queue Mailbox greetings, you program Enterprise Edge Call Center to recognize a specific incoming telephone number. The Personalized ACD Queue Mailbox greeting plays only for a person calling from the telephone number that you designate.

A Personalized ACD Queue Mailbox greeting must include the same ACD Queue Mailbox name that you used for the Company Directory. For example:

“Hi John. You have reached the Sales Department Queue Mailbox at Munro and

Johnson. At the sound of the tone, please leave your order. One of our agents will return your call if you need to speak to someone directly. Thank you.”

Before you record a Personalized ACD Queue Mailbox greeting, it is a good idea to write out what you want to include in it.

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Recording the ACD Queue Mailbox greetings 43

To record a Personalized ACD Queue Mailbox greeting:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET

Greeting options REC CHOOSE CFWD

Greeting: PRIME ALT PERS

PSWD QUIT

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The ACD Queue Mailbox name appears briefly.

3. Press

4. Press

5. Press

6. Press

ADMIN

GREET

REC

PERS

or °.

or ¤.

or ⁄.

or ‹ to record a Personalized ACD

Queue Mailbox greeting.

Greeting: RETRY OK

Ph: CHNG OK

Ph: RETRY OK

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

Mailbox admin GREET PSWD QUIT

7. Enter a Personalized greeting number of 1, 2 or 3 and press OK.

8. Press

CHNG

or ⁄.

9. Enter the telephone number (maximum 10 digits) to which you are assigning the Personalized ACD Queue Mailbox greeting. Press OK or £ to accept the telephone number.

10. At the tone, record the greeting. Press OK or £ to end the recording.

11. Press OK or £ to accept the greeting. Press ⁄ to listen to the greeting. Press

RETRY

PLAY

or ¤ to

erase and re-record the greeting. Repeat steps 4 to 11 to record other Personalized ACD Queue Mailbox greetings.

12. Press ® to end the session.

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44 Opening an ACD Queue Mailbox

Opening an ACD Queue Mailbox

An ACD Queue Mailbox can be opened from:

• your own extension

• another extension

• an outside telephone (as shown in Opening an ACD Queue Mailbox remotely on page 44)

Opening an ACD Queue Mailbox after it has been initialized

After an ACD Queue Mailbox is initialized, follow these steps t o open it from your own extension or from another extension:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

Opening an ACD Queue Mailbox remotely

To reach an ACD Queue Mailbox from an outside telephone:

• Call or get transferred to an ACD queue. Press zero during or after an ACD greeting which has Transfer enabled. For more information, refer to How

incoming calls are sent to an ACD queue on page 25 and the table Greeting Parameters on page 83.

• If an ACD Queue Mailbox is set up as a leave message point in Custom Call Routing (CCR), press the one-digit CCR menu option and you are automatically transferred to the ACD Queue Mailbox.

• Call an Operator, receptionist or user and ask them to transfer you to the ACD Queue Mailbox number by using ƒ·°ﬂ.

Once you have reached an ACD Queue Mailbox from an outside telephone, press

•• during the ACD Queue Mailbox greeting to open the ACD Queue Mailbox.

At the voice prompt, enter the ACD Queue Mailbox number and password and press £. Follow the voice prompts.

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To access the ACD Queue Mailbox directly from an outside telephone:

• Call a telephone line that is answered by the Automated Attendant (AA) and press •• during the AA Menu Prompt. Enter the ACD Queue Mailbox number and password, then press £. Follow the voice prompts.

• Call your own extension number and press •• during your personal greeting. Enter the ACD Queue Mailbox number and password, then press £. Follow the voice prompts.

ACD Queue Mailbox Password

It is recommended that you change the password every 30 days. By changing the password regularly, you decrease the chance that someone discovers the password accesses the system.

Keep a written copy of the ACD Queue Mailbox password in the table ACD Queue

Mailbox Administration on page 122. Give it only to the agents who retrieve

messages at your call center. For security reasons, it is a good idea to choose an uncommon password (not a predictable password like 1234 or 1111). If someone knows the ACD Queue Mailbox password, they can access the ACD Queue Mailbox and listen to or delete messages. They may also be able to access Enterprise Edge and use it fraudulently or disrupt service.

ACD Queue Mailbox Password 45

Changing the ACD Queue Mailbox password

You can change the ACD Queue Mailbox password at any time. Remember to choose a password from four to eight digits long that does not start with zero.

To change the ACD Queue Mailbox password:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

Pswd:

0 new 0 saved PLAY REC ADMIN

If the access the

The ACD Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

prompt appears, press

Log:

display.

OTHR

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Page 46

46 ACD Queue Mailbox Password

Mailbox admin GREET PSWD QUIT

Pswd: RETRY OK

4. Press

5. Choose a new password from four to eight digits long

PSWD

or ›.

that does not start with zero. Enter the new ACD Queue Mailbox password and press OK or £.

Again: RETRY OK

Password OK

6. Enter the new ACD Queue Mailbox password again and press OK or £.

7. This display appears briefly to indicate that the password was changed.

Mailbox admin GREET PSWD QUIT

8. Press ® to end the session.

Resetting the ACD Queue Mailbox password

If you forget the ACD Queue Mailbox, you must reset the password. Resetting a mailbox password changes it to the default password ‚‚‚‚. After the ACD Queue Mailbox password is reset, you must change the default password and enter a new password. Ensure that you tell the agents responsible for listening to ACD Queue Mailbox messages the new password.

Note:

The ACD Queue Mailbox password must be reset only if it is forgotten. You cannot listen to messages in the ACD Queue Mailbox until the default password is changed.

To reset the ACD Queue Mailbox password:

1. Click the

Mailbox

menu and then click

Change/Delete

The Mailbox Administration dialog box appears.

2. Click the ACD Queue Mailbox that requires the password reset.

3. Click the

Change

button.

The Mailbox Administration dialog box appears.

4. Click the

Reset Password to default

check box.

5. Click the OK button.

6. Click the

button.

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Listening to messages in the ACD Queue Mailbox 47

Listening to messages in the ACD Queue Mailbox

Messages left in each ACD Queue Mailbox should be listened to daily. Only one agent can retrieve messages from each ACD Queue Mailbox at a time.

If different agents are listening to and handling messages in the ACD Queue Mailbox throughout the day, each agent should:

• Listen to the message.

• Write down what the message says.

• Erase the message.

• Return the caller’s telephone call. If the caller is not available, the age nt ca n try a gain la te r or pass the mes sage on to

another agent. The first agent to listen to the message must erase the message after writing down

what it says. The reasons for this are:

• the next agent does not waste time listening to the same message

• the next agent does not know if the callback was successful or not

• you do not want more than one agent contacting the same caller If only one agent is responsible for retrieving messages at your call center, this

agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.

To listen to ACD Queue Mailbox messages:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to the table Listening to ACD

Queue Mailbox messages on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

The ACD Queue Mailbox name appears briefly.

OTHR

2 new 0 saved PLAY REC ADMIN

3. Press

PLAY

to listen to the messages in the ACD

Queue Mailbox. For options, refer to Listening to

messages in the ACD Queue Mailbox on page 47.

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48 Listening to messages in the ACD Queue Mailbox

End of message REPLY ERASE NEXT

4. Press them back if your company subscribes to Caller ID service. Press to hear the next message.

5. Press ® to end the session.

A number of options are available to you during and after listening to a message. The table Listening to ACD Queue Mailbox messages on page 48 shows the options for both single-line display telephones and two-line display telephones. This table also shows when they are available.

Note:

You may want to photocopy the table Listening to ACD Queue Mailbox

messages on page 48 for the agents who will be responsible for listening to

messages in the ACD Queue Mailbox.

Listening to ACD Queue Mailbox messages

Option Dial pad

Button

Save Message

Volume Control

‡ ‡

••

Display Button

SAVE

Available WHILE listening to a message

X Saves the message being played. (If you

X Adjusts the volume of the message that is

Available AFTER listening to a message

to reply to an outside caller by dialing

ERASE

to erase the message. Press

Description

do not erase a message, it is automatically saved).

playing. The volume increases each time you press •. After four consecutive presses, the volume returns to the lowest level. This option is not shown on the display.

Notes

1. Because the ACD Queue Mailbox has limited message storage space, erase any messages you no longer need. After a certain time period, the saved messages is be erased automatically.

2. You can reply to an outside caller by dialing them back if your company subscribes to Caller ID service. Refer to Replying to an external message

sender on page 50.

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Replying to messages

You can reply to internal message senders and to external message senders. To reply to a message from an external message sender, your company must subscribe to a Caller ID service.

Replying to an internal message sender

You can reply to a message from an internal message sender by:

Replying to messages 49

• Using the

CALL

option. If you select

CALL

, you are immediately transferred to the internal message sender’s directory number. You must have an initialized mailbox and an operating extension to use the

• Using the

MSG

option. If you select the

MSG

CALL

option.

option, begin recording your reply

at the tone.

To reply to an internal message sender:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox

£.

number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

The ACD Queue Mailbox name appears briefly.

OTHR

PLAY

1 new 0 saved PLAY

End of message REPLY ERASE NEXT

Reply to msg MSG CALL QUIT

REC ADMIN

3. Press

4. After you have listened to the message, press or ·.

5. Press or press

or ¤.

CALL

or ¤ to call the message sender

MSG

or ⁄ to record and send a reply.

6. Press ® to end the session.

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50 Replying to messages

Replying to an external message sender

You can reply to a message from an external message sender if your company subscribes to a Caller ID service. Before using the Reply option you must play the message.

Note:

Replying to an external message sender is available only if you have an outdial route assigned to the ACD Queue Mailbox. For more information, refer to Assigning an outdial route on page 52.

To reply to an external message sender:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password as a continuous number. Press OK or £.

Note:

To determine the ACD Queue Mailbox number, refer to Determining the Control DN

(ACD Queue Mailbox number) on page 36.

If the access the

1 new 0 saved PLAY REC ADMIN

The ACD Queue Mailbox name appears briefly.

3. Press

PLAY

Pswd:

or ¤.

prompt appears, press

Log:

display.

OTHR

End of message REPLY

5551212 403 DIAL TRIM QUIT

ERASE NEXT

4. Press

5. Press

DIAL

. When this display appears, you have the option of adding or removing digits from the number to be outdialed. This display does not appear if a dialing translation table is established and enabled, or if the Caller ID number does not require translation. In these cases you see

Please hold

while the number is

dialed directly.

Note:

Press TRIM to remove digits from the beginning of the telephone number. This automatically removes the area code from an incoming long distance call. To return the call, add more digits to the beginning of the telephone number by typing the required digits. For example, if you want to put 1-403 in front of the number, type 1-403 and the number becomes 1-403-555-1212.

After you call the message sender, your session ends.

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Off-premise Message Notification

Off-premise Message Notification is a feature that notifies you, or a designated agent when there are new or urgent messages in the ACD Queue Mailbox. You can program Enterprise Edge Call Center to call you at any tone dial telephone number, pager or extension and let you know there is a message in the ACD Queue Mailbox.

Since Off-premise Message Notification uses a Reserved or voice channel to notify you when there is a message, set up Off-premise Message Notification for nonbusiness hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.

About Off-premise Message Notification

You can receive notification of a message at a maximum of five different destination numbers. Enterprise Edge Call Cente r calls the first de stination when a new or urgent message is received in the ACD Queue Mailbox. If there is no answer, Enterprise Edge Call Center waits five minutes and calls the first destination again. If there is no answer, Enterprise Edge Call Center calls the first destination a third time. If there is no answer after three calls, Enterprise Edge Call Center calls the second destination. Enterprise Edge Call Center continues calling at five minute intervals until the call is answered or all of the programmed destinations are called three times.

Off-premise Message Notification 51

You assign start and stop times that apply to all telephone number and extension number destinations. The time range establishes how long Off-premise Message Notification is in effect. Off-premise Message Notification begins when the start time is reached. It is a good idea to set the start time for the time you will be at the destination telephone number, so you will be there to receive calls.

Pager destination numbers are contacted whenever a designated type of message is received by an ACD Queue Mailbox that has Off-premise Message Notification set up. You can add special characters when you set up Off-premise Message Notification to a pager destination number. Depending on the company supplying your paging service, the programming sequence varies. For more information about setting the destination telephone number parameters for your pager, contact your pager company.

Setting up Off-premise Message Notification involves:

• assigning an outdial route for the ACD Queue Mailbox

• establishing a destination telephone number

• selecting whether you are assigning a telephone, pager or extension number

• determining a notification time range

• selecting what type of messages you want to be notified about (all new messages, or just messages marked urgent)

After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically.

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52 Off-premise Message Notification

Assigning an outdial route

The Outdial route determines which line, line pool or Route code the system uses for Off-premise Message Notification.

The default for Outdial route is None. You must assign an Outdial route before you can use an external telephone or a pager as an Off-premise Message Notification destination.

For more information on line pools and Route codes, refer to the Enterprise Edge system documentation.

Do not change the extension number assigned to the ACD Queue Mailbox.

If this extension number is changed, callers in the ACD queue cannot access the ACD Queue Mailbox and you cannot change the ACD Queue General Parameters. To correct a wrong extension number, change the extension number to the Control DN of the ACD queue.

To assign an Outdial route:

1. Click the

Mailbox

menu and then click

The Mailbox Administration dialog box appears.

2. Click the

Outdial

tab.

3. Click the ACD Queue Mailbox number.

4. Click the

5. Click

Change

Line

and type the outgoing line you want to assign to the ACD Queue

button.

Mailbox for outdialing. or

Pool

click

and type the Line Pool number you want to assign to the ACD Queue Mailbox for outdialing. or

Route

click

Note:

to assign a route code for outdialing.

To delete the Outdial route for this ACD Queue Mailbox, click

6. Click the OK button.

Change/Delete

None

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Off-premise Message Notification 53

Dialing rest ri c tions

Dialing restrictions can be applied to the Enterprise Edge telephone, the outdialing route, and the extensions assigned to Enterprise Edge Voice Messaging. If you wish to restrict outdialing of certain telephone numbers, you must do one of the following:

1. Through Enterprise Edge programming, assign the dialing restrictions to the extension numbers assigned to Enterprise Edge Voice Messaging. This restricts all outdialing calls including external transfers from CCR trees, Offpremise Message Notification and Outbound Transfers. When assigning an Outdial route, all dialing is done by the extension numbers assigned to Enterprise Edge Voice Messaging, not by the Enterprise Edge telephone. Refer to your Enterprise Edge system documentation for additional information.

2. Through Enterprise Edge programming, assign the dialing restrictions to the telephone of the agent. Refer to your Enterprise Edge system documentation for additional information.

3. Through Enterprise Edge programming, assign the dialing restrictions to the Enterprise Edge line(s) being used for outdialing. Refer to your Enterprise Edge system documentation for additional information.

4. Through Mailbox Admin, ensure the Outdial route is set to

NONE

. This

restricts outdialing calls from the mailbox.

Setting up Off-premise Message Notificat ion to an extension number

To set up Off-premise Message Notification for the first time to one extension:

1. Press ƒ·°⁄.

Log: OTHR RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

0 new 0 saved PLAY REC ADMIN

P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide

The ACD queue name appears briefly.

3. Press

ADMIN

or °.

Page 54

54 Off-premise Message Notification

Mailbox admin GREET PSWD QUIT

Msg notify

SELECT

ADMIN

Not init

Destination: PHONE EXT PAGER

Ext: RETRY OK

Accept:<x> RETRY OK

Start hhmm: RETRY OK

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification. This display appears when Off-premise Message

Notification has not been set up for this mailbox.

6. Press

EXT

or ¤ to choose an extension destination.

7. Enter the destination extension number and press OK or £.

8. Press OK or £ to accept the destination extension number. The <x> represents the extension number.

9. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:< CHNG NEXT

start time

10. Press AM or ⁄ or PM or ¤.

11. Press OK or £ to accept the start time.

12. Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

13. Press AM or ⁄ or PM or ¤.

14. Press OK or £ to accept the stop time.

15. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

16. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note:

Steps 16 and 17 allow you to review the start and stop times.

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Off-premise Message Notification 55

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

17. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

18. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. This means you are notified whenever you receive a new message. Press

CHNG

⁄ to change the message type to urgent. Changing the message type to urgent means you are notified only when you receive an urgent message.

Msg notify ADMIN SELECT

19. Press ® to end the session.

Setting up Off-premise Message Notification to a telephone number

You must assign an outdial route before you can assign a telephone number as a destination for Off-premise Message Notification. For information about assigning an outdial route, refer to Assigning an outdial route on page 52.

To set up Off-premise Message Notification to one telephone number for the first time:

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

1. Press ƒ·°⁄.

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The ACD queue name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification.

Not init

This display appears when Off-premise Message Notification has not been set up for this mailbox.

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56 Off-premise Message Notification

Destination: PHONE EXT PAGER

Ph: RETRY OK

<x> ADD OK

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

6. Press

PHONE

or ⁄ to choose a telephone number

destination.

7. Enter the destination telephone number and press OK or £. The destination telephone number is a maximum of 30 digits.

8. Press OK or £ to accept the destination telephone number. The <x> represents the telephone number. Press ADD or ¤ to add special characters. For information, refer to Adding special characters to the destination

number on page 59. After you add special characters,

press OK or £ to accept the destination number.

9. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

10. Press AM or ⁄ or PM or ¤.

11. Press OK or £ to accept the start time.

Stop hhmm: RETRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:< CHNG NEXT

Stop:<stop time> CHNG NEXT

start time

12. Enter the stop time for Off-premise Message Notification. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

13. Press AM or ⁄ or PM or ¤.

14. Press OK or £ to accept the stop time.

15. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

16. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note:

Steps 16 and 17 allow you to review the start and stop times.

17. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

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Page 57

Off-premise Message Notification 57

Msg type: new CHNG OK

CHNG

⁄ to change the message type to urgent. Changing the message type to urgent means you are notified only when you receive an urgent message.

Msg notify ADMIN SELECT

19. Press ® to end the session.

Setting up Off-premise Message Notification to a pager number

When you set up Off-premise Message Notification, you can add special characters to the destination pager number. For information about special characters, refer to:

• Adding special characters to the destination number on page 59

• Example of a destination pager number on page 59

Note:

You must assign an outdial route before you can assign a Off-premise Message Notification to a pager. For information about assigning an outdial route, refer to Assigning an outdial route on page 52.

To set up Off-premise Message Notification to one pager number for the first time:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Pswd:

If the access the

prompt appears, press

Log:

display.

The ACD queue name appears briefly.

3. Press

ADMIN

or ° .

4. Press ﬂ to open the Off-premise Message Notification menu.

OTHR

Msg notify ADMIN

SELECT

P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide

5. Press

ADMIN

Notification.

or ⁄ to set up Off-premise Message

Page 58

58 Off-premise Message Notification

Not init

Destination: PHONE EXT PAGER

Pager: RETRY OK

<x> ADD OK

Show: <xxxx>

Show:<xxxx> CHNG NEXT

This display appears when Off-premise Message Notification has not been set up for this mailbox.

6. Press

PAGER

or ‹ to choose a pager number

destination.

7. Enter the destination pager number and press

8. Press

or £ to accept the destination pager number.

The <x> represents the pager number. Press ADD or ¤ to add special characters. If the paging service requires additional answer or setup time, add pause characters to the beginning of the pager message. For information, refer to Adding special characters to the destination

number on page 59. After you add special characters,

press OK or £ to accept the destination number. The pager message appears briefly.

9. Press

or £ to accept the default pager message (represented by the xxxx). The default pager message sent by Enterprise Edge Call Center is the Enterprise Edge Voice Messaging extension number. This is the sequence of digits sent after the pager service is dialed (to notify you of who is paging you). Press

CHNG

⁄ to change the pager message.

or £.

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

Note:

There is a combined limit of 29 characters for the pager telephone number and the pager message.

10. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

11. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. This means you are notified whenever you receive a new message. Press

CHNG

⁄ to change the message type to urgent. Changing the

message type to urgent means you are only notified when you receive an urgent message.

12. Press ƒ to end the session.

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Off-premise Message Notification 59

Adding special characters to the destination number

When you are adding special characters, do not press the dialpad buttons £ to enter a #, or • to enter a *. Press the button directly below the option on a two-line display telephone, or listen for the voice prompts.

To add special characters on an Enterprise Edge one-line display telephone, refer to the table Adding special characters using an single-line display telephone on page

59. To add special characters on a two-line display telephone, refer to the table

Adding special characters using an Enterprise Edge two-line display telephone on

page 59.

Adding special characters using an single-line display telephone

Press Description

‹

›

ﬁ

ﬂ

•

Adding special characters using an Enterprise Edge two-line display telephone

Press Description

• to cancel and retry.

DIGS

PAUS

OTHR

TONE

‹

to retry or add digits to the destination telephone number. to enter a timed pause that appears as a P on the display. Pauses are four

seconds long. to recognize dial tone (behind PBX). The Recognize Dial Tone special

character appears as a to enter a #.

to enter a *. to cancel and retry.

to retry or add digits to the destination telephone number. to enter a timed pause that appears as a “

Pauses are four seconds long. to go to the next display to enter the following special characters: to recognize dial tone (behind PBX). The Recognize Dial Tone

special character appears as a “

on the display.

” on the display.

Example of a destination pager number

to enter a #. to enter a *.

If you are assigning a pager destination number from behind a PBX or Centrex+, remember to insert a · (depending on your system) before the £ to access an outside line.

There is a combined limit of 29 characters for the pager telephone number and the pager message.

For example, to reach your pager, enter:

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60 Off-premise Message Notification

£›¤ﬁﬁﬁ⁄¤‹›£‹

where:

£ specifies the next digits are special characters › recognizes dial tone ¤ specifies the next digits are numbers to be dialed ﬁﬁﬁ⁄¤‹› is the pager telephone number dialed ‹ inserts a timed pause

Depending on the company supplying your paging service, the programming sequence varies. For more information about setting the destination telephone number parameters for your pager, contact your pager company.

Setting up Off-premise Message Notification to more than one destination

You can receive notification of a message at a maximum of five different destinations. The following steps show you how to enter a telephone number destination and then add a pager de stination for the first time . To set up Off-premise Message Notification to more than one destination number:

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN

SELECT

1. Press ƒ·°⁄.

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The ACD Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification.

Not init

This display appears when Off-premise Message Notification has not been set up for this mailbox.

Destination: PHONE EXT PAGER

Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01

6. Press

PHONE

number.

or ⁄ to choose a destination telephone

Page 61

Ph: RETRY OK

<x> ADD OK

Off-premise Message Notification 61

7. Enter the destination telephone number and press £. The destination telephone number cannot be longer than 30 digits.

8. Press

or £ to accept the destination telephone number. The <x> represents the telephone number. Press ADD or ¤ to add special characters. For information, refer to Adding special characters to the

destination number on page 59. After you add special

characters, press OK or £ to accept the destination number.

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES

9. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

10. Press AM or ⁄

or ¤.

11. Press OK or £ to accept the start time.

12. Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

13. Press AM or ⁄

or ¤.

14. Press OK or £ to accept the stop time.

15. Press

YES

to add an additional destination number.

Notify 2: none SETUP NEXT

Destination: PHONE EXT PAGER

Pager: RETRY OK

P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide

16. Press

17. Press

18. Enter the destination pager number and press

SETUP

PAGER

destination.

or ⁄.

or ‹ to choose a pager number

or £.

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62 Off-premise Message Notification

<x> ADD OK

Show: <xxxx>

Show:<xxxx> CHNG NEXT

19. Press OK or £ to accept the destination pager number. The <x> represents the pager number. Press ADD or ¤ to add special characters. If the paging service requires additional answer or setup time, add pause characters to the beginning of the pager message. For more information, refer to Adding special characters to the

destination number on page 59. After you add special

characters, press OK or £ to accept the destination number.

The pager message appears briefly.

20. Press

or £ to accept the default pager message (represented by the xxxx). The default pager message is the Enterprise Edge Voice Messaging extension number. This is the sequence of digits sent after the pager service is dialed (to notify you of who is paging you). Press

Note:

CHNG

or ⁄ to change the pager message.

There is a combined limit of 29 characters for the pager telephone number and the pager message.

Notify 3: none SETUP NEXT

Start:< CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

start time

21. Press

or £ to continue. Press

SETUP

to add

another destination.

22. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note:

Steps 22 and 23 allow you to review the start and stop times.

23. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

24. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. Choosing the new message type means you are notified whenever you receive a new message. Pr es s

CHNG

or ⁄ to change the message type to urgent. Changing the message type to urgent means you are notified only when you receive an urgent message.

25. Press ® to end the session.

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Off-premise Message Notification 63

Changing Off-premise Message Notification

To change the parameters of Off-premise Message Notification refer to:

• Changing Off-premise Message Notification parameters

• Changing the destination type from a pager to a telephone or extension on page 66

• Changing the destination type from telephone or extension to a pager on page 68

Changing Off-premise Message Notification parameters

To change the Off-premise Message Notification parameters (assuming that you have entered a time range):

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify: <x>

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The ACD Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification. The type of destination appears on the display.

Note:

The <x> represents the type of destination (telephone, extension or pager).

P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide

The destination number appears on the display.

Note:

The <x> represents the type of destination.

<y>

The For example,

represents the destination number.

Ext:2223

Page 64

64 Off-premise Message Notification

Notify: <x> CHNG NEXT

Destination: PHONE EXT PAGER

<x>: RETRY OK

Note:

CHNG

or ⁄ to change the destination.

The <x> represents the type of destination

6. Press

(telephone, extension or pager).

OTHR

appears if you have more than one destination

programmed. To change one of the other destinations,

press

until the destination you want to change

appears.

7. Press

PHONE

or ⁄ to choose a telephone number destination. Press EXT or ¤ to choose an extension number destination. Press

PAGER

or ‹ to choose a

pager number destination.

8. Enter the destination number and press

or £. The destination telephone number cannot be longer than 30 digits.

Note:

The <x> represents the type of destination (phone, extension or pager).

Notify: <x>

9. Press

or £ to accept the destination number. Press ADD or ¤ to add special characters if the destination number is a telephone or pager. For information, refer to Adding special characters to the

destination number on page 59. After you add special

characters, press OK or £ to accept the destination number.

The type of destination appears on the display.

Note:

The <x> represents the type of destination (telephone, extension or pager).

The destination number appears on the display.

Note:

The <x> represents the type of destination.

<y>

The For example,

represents the destination number.

Ext:2223

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Page 65

Off-premise Message Notification 65

Notify: <x> CHNG NEXT

More dest? YES NO

Start:< CHNG NEXT

Stop:<stop time> CHNG NEXT

start time

10. Press

CHNG

or ⁄ to change the destination and repeat

steps 7 to 9. Press NEXT or £ to continue.

Note:

The <x> represents the type of destination (telephone, extension or pager).

OTHR

appears if you have more than one destination

programmed. Press

until the display in step 11

appears.

11. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

12. Press CHNG or ⁄ to change the start time. Press NEXT or £ to accept the start time.

13. Press CHNG or ⁄ to change the stop time. Press NEXT or £ to accept the stop time.

Note:

Steps 13 and 14 allow you to review the start and stop times.

Msg type: new CHNG OK

Msg notify ADMIN SELECT

14. Press

CHNG

or ⁄ to change the message type to urgent. Press OK or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only. Choosing the new message type means you are notified whenever you receive a new message. Changing the message type to urgent means you are notified only when you receive an urgent message.

15. Press ® to end the session.

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66 Off-premise Message Notification

Changing the destination type from a pager to a telephone or extension

To change the Off-premise Message Notification destination from a pager to a telephone or extension (assuming that you have never entered a time range):

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify: pager

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The ACD Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-pre mise Message Notific ation menu.

5. Press

ADMIN

or ⁄ to change Off-premise Message

Notification. The type of destination appears on the display.

Ph:<x>

The destination telephone number appears on the display.

Note:

Show:<x>

The pager message appears on the display.

Note:

Notify: pager CHNG

Destination: PHONE EXT PAGER

Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01

6. Press the destination number.

7. Choose the type of destination number. Press ⁄ to choose a telephone number destination. Press

EXT

or ¤ to choose an extension number destination.

<x>

The

CHNG

represents the destination number.

<x>

represents the pager message.

or ⁄ to change the destination type and

PHONE

Page 67

<x>: RETRY OK

Off-premise Message Notification 67

8. Enter the destination number and press

or £. The destination telephone number cannot be longer than 30 digits.

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

Note:

The <x> represents the type of destination (telephone or extension).

9. Press

or £ to accept the destination number. Press ADD or ¤ to add special characters if the destination number is a telephone. For information, refer to Adding special characters to the destination

number on page 59. After you add special characters,

press OK or £ to accept the destination number.

10. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

11. Press AM or ⁄ or PM or ¤.

12. Press OK or £ to accept the start time.

13. Enter the stop time for Off-premise Message Notification. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

<stop time> RETRY AM PM

<stop time> RETRY OK

Notify: <x>

Notify: <x> CHNG NEXT

14. Press AM or ⁄ or PM or ¤.

15. Press OK or £ to accept the stop time.

The type of destination appears on the display.

Note:

The <x> represents the type of destination (telephone or extension).

The destination number appears on the display.

Note:

16. Press

Note:

The <x> represents the type of destination.

<y>

The For example,

The

represents the destination number.

Ext:2223

or £ to continue.

<x>

represents the type of destination

(telephone or extension).

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68 Off-premise Message Notification

More dest? YES NO

Start:< CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

start time

17. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

18. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note:

Steps 18 and 19 allow you to review the start and stop times.

19. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

20. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. Choosing the new message type means you are notified whenever you receive a new message. Press

CHNG

or ⁄ to change the message type to urgent. Changing the message type to urgent means you are notified only when you receive an urgent message.

Msg notify ADMIN SELECT

21. Press ® to end the session.

Changing the destination type from telephone or extension to a pager

To change the Off-premise Message Notification destination from a telephone or extension to a pager:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

The ACD Queue Mailbox name appears briefly.

OTHR

0 new 0 saved PLAY REC ADMIN

Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01

3. Press

ADMIN

or °.

Page 69

Off-premise Message Notification 69

Mailbox admin GREET PSWD QUIT

Msg notify

SELECT

ADMIN

Notify: <x>

<x>:<y>

Notify: <x> CHNG NEXT

4. Press ﬂ to open the Off-pre mise Message Notific ation menu.

5. Press

ADMIN

or ⁄ to change Off-premise Message

Notification. The type of destination appears on the display.

Note:

The <x> represents the type of destination (telephone or extension).

The destination number appears on the display.

Note:

6. Press

The <x> represents the type of destination.

<y>

The For example,

CHNG

represents the destination number.

Ext:2223

or ⁄ to change the destination type and

the destination number.

Note:

The

<x>

represents the type of destination

(telephone or extension).

Destination: PHONE EXT PAGER

Pager: RETRY OK

<x> ADD OK

Show: <xxxx>

7. Press

PAGER

or ‹ to choose a pager number

destination.

8. Enter the destination pager number and press

9. Press

or £ to accept the destination pager number.

number on page 59. After you add special characters,

press OK or £ to accept the destination number. The pager message appears briefly.

or £.

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70 Off-premise Message Notification

Show:<xxxx> CHNG NEXT

More dest? YES NO

Msg type: new CHNG OK

10. Press

Note:

CHNG

or ⁄ to change the pager message.

There is a combined limit of 29 characters for the pager telephone number and the pager message.

11. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

12. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. This means you are notified whenever you receive a new message. Press

CHNG

⁄ to change the message type to urgent. Changing the

message type to urgent means you are only notified when you receive an urgent message.

Msg notify ADMIN SELECT

13. Press ƒ to end the session.

Inserting an Off-premise Message Notification destination number

You are given the option to insert destination number(s) if you have set up more than one destination number.

Note:

You must have at least two Off-premise Message Notification destinations programmed before you can insert a destination.

To insert an Off-premise Message Notification destination:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

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Off-premise Message Notification 71

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify 1:<x>

<x>:<y>

The ACD Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification. The type of destination appears on the display.

Note:

The <x> represents the type of destination (telephone, extension or pager).

The destination number appears on the display.

Note:

The <x> represents the type of destination.

<y>

The For example,

represents the destination number.

Ext:2223

Notify 1:<x> CHNG OTHR NEXT

Notify 1:<x> DEL INS QUIT

Inserting...

Notify 1:none SETUP

6. Press

OTHR

to insert a new destination number in the

first Off-premise Message Notification position

Notify 1

(

), or press

to scroll through the destinations until you find the destination position where you want the new destination, and then press

OTHR

Note:

The <x> represents the type of destination (phone, extension or pager).

Note:

INS

to insert a destination number.

The <x> represents the type of destination

7. Press

(phone, extension or pager).

This display appears briefly to confirm that the destination was inserted.

8. Press

SETUP

to set up a new destination number, and follow the steps in Setting up Off-premise Message

Notification to a telephone number on page 55 or Setting up Off-premise Message Notification to an extension number on page 53 or Setting up Off-premise Message Notification to a pager number on page 57.

Note:

When you are done inserting destination numbers, press ® to end this session.

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72 Off-premise Message Notification

Deleting an Off-premise Message Notification destination number

If you have set up more than one destination number in Off-premise Message Notification, you are given the option to delete destinations.

Note:

You must have at least two Off-premise Message Notification destinations programmed before you can delete a destination.

To delete an Off-premise Message Notification destination:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

0 new 0 saved PLAY REC ADMIN

If the access the

The ACD Queue Mailbox name appears briefly.

3. Press

ADMIN

or ° .

prompt appears, press

Log:

display.

£.

OTHR

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify 1:<x>

<x>:<y>

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification. The type of destination appears on the display.

Note:

The <x> represents the type of destination (telephone, extension or pager).

The destination number appears on the display.

Note:

The <x> represents the type of destination.

<y>

The (for example,

represents the destination number.

Ext:2223

)

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Off-premise Message Notification 73

Notify 1:<x> CHNG OTHR NEXT

Notify 1:<x> DEL

Dest deleted

Notify 1:<x> CHNG OTHR NEXT

INS QUIT

press

OTHR

if you want to delete the first destination, or

or £ to scroll through the destinations

6. Press

until you find the destination that you want to delete. When you find the destination that you want to delete,

OTHR

press

Note:

The <x> represents the type of destination (telephone, extension or pager).

7. Press

DEL

to delete the destination number.

This display appears briefly to confirm the destination number was deleted.

8. The destination number is deleted. The Notify 2 destination changes to become the Notify 1 destination number.

Note:

To delete more destination numbers, press and repeat steps 6 and 7. When you are done deleting destination numbers, press ® to end this session.

OTHR

Turning Off-premise Message Notification on and off

Off-premise Message Notification can be turned on or off at any time. When you turn Off-premise Message Notification off, you do not affect any of the assigned parameters (refer to About Off-premise Message Notification on page 51). When Off-premise Message Notification is turned on, you are notified whenever you receive a message during the time you specified.

To turn Off-premise Message Notification on and off:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password

as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number,

£.

refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

Pswd:

If the access the

prompt appears, press

Log:

display.

The ACD Queue Mailbox name appears briefly.

OTHR

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74 Off-premise Message Notification

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify on CHNG TIME OK

Notify off CHNG TIME OK

Mailbox admin GREET PSWD QUIT

3. Press

4. Press ﬂ to open the Off-premise Message Notification

5. Press

6. Press

7. Press OK or •.

8. Press ® to end the session.

ADMIN

or °.

menu.

SELECT

CHNG

or ¤.

or ⁄ to turn Off-premise Message

Notification off if it is on (as shown).

Changing the Off-premise Message Notification hours of operation

When you program Off-premise Message Notification, you assign the Start time and Stop times for message notification. Off-premise Message Notification sends notification messages to telephone numbers and extension during the time between the Start time and Stop time only. If you want t o change the tim e when Off-premise Message Notification calls telephone numbers and extensions, you need to change the Start and Stop times.

Note:

Off-premise Message Notification sent to pagers is not affected by the Start and Stop times. Message notification is always sent when Off-premise Message Notification is on and a message is received.

To change the Start and Stop times:

1. Press ƒ·°⁄.

Log: QUIT RETRY OK

2. Enter the ACD Queue Mailbox number and password as a continuous number. Press

Note:

To determine the ACD Queue Mailbox number, refer to Determining the Control DN (ACD

Queue Mailbox number) on page 36.

If the access the

0 new 0 saved PLAY REC ADMIN

The ACD Queue Mailbox name appears briefly.

3. Press

ADMIN

Pswd:

or °.

£.

prompt appears, press

Log:

display.

OTHR

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Off-premise Message Notification 75

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify on CHNG TIME OK

Start:< CHNG NEXT

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

start time

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

6. Press

SELECT

CHNG

or ¤.

7. Press CHNG or ⁄.

8. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

9. Press AM or ⁄ or PM or ¤.

10. Press OK or £ to accept the start time.

11. Enter the stop time for Off-premise Message Notification. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

<stop time> RETRY AM PM

<stop time> RETRY OK

Notify on CHNG TIME OK

Mailbox admin GREET PSWD QUIT

12. Press AM or ⁄ or PM or ¤.

13. Press OK or £ to accept the stop time.

14. Press OK or •.

15. Press ® to end the session.

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76 Off-premise Message Notification

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Page 77

Recording ACD Greetings

Introduction

The primary purpose of ACD greetings is to encourage callers to stay on the line until an agent is available.

This chapter describes:

• ACD greetings

• Types of ACD greetings

• Recording ACD greetings

• Changing ACD greetings

ACD greetings

Greetings can provide information that is relevant to your call center. They can be in different languages and they can be changed as often as required.

Greetings can be used to give callers any necessary information such as:

• your hours of service

• a reminder to please have their account number ready

• how to leave a message in the ACD Queue Mailbox

• announcement of sales

• product lists

• upcoming special events You can record up to 10 different ACD greetings.

Note:

For more information about ACD greetings, refer to ACD Greeting step

(GRTG) on page 83.

Types of ACD greetings

You can record different types of greetings for your Enterprise Edge Call Center call center. Before you record your greeting, you must determine what the greeting will include. When preparing your greeting, be sure to include important times and dates. Make the greeting as short and concise as possible. Use the following examples of greetings as a reference:

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78 Types of ACD greetings

General company greeting

The General company greeting informs callers that they have reached the correct company. It can also include the location and business hours of your company.

“Thank you for calling Munro and Johnson. We are located at 52 Main Street. Our hours of service are Monday to Friday from 8:00 until 5:00. Please stay on the line and an agent will be with you as soon as possible. Or press ‚ to leave a message and one of our agents will return your call.”

Please wait greeting

Please wait greetings encourage callers to stay on the line.

“All our agents at Munro and Johnson are currently busy, but please hold as your call is very important to us. “

Information greeting

An information greeting provides messages and announcements to callers.

“Thank you for calling Munro and Johnson. This week we have extended our hours until we sell all spring merchandise. We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.”

Note:

Non-business hours greeting

Remember to change your Information greeting when it no longer applies.

Your non-business hours greeting will be played after your business is closed. An example of a non-business hours greeting is:

“You have reached Munro and Johnson. Our hours of service are Monday to Friday

from 8:00 until 12:00 and 1:00 until 5:00. To leave a message, please press zero. An agent will return your call as soon as possible. Thank you for calling.”

Note:

For more information about ACD greetings, refer to Tips about recording

ACD greetings on page 110.

How to record an ACD greeting

Before you record a greeting, write the greeting out so that you include everything that you want to say.

We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, then callers will have to wait in the ACD queue a longer time before they hear a greeting.

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Recording ACD greetings

Before you proceed, make a photocopy of Greeting Administration on page 123. Fill in the appropriate columns for future reference.

To record an ACD greeting:

Recording ACD greetings 79

1. Click the

ACD

menu and then click

The ACD Greetings dialog box appears.

2. Click the greeting number you want to record.

3. Click the

4. Click the

Voice

button.

Record

button to record a greeting or click the

Upload From

box to upload a previously recorded greeting or click the

5. Click the

Browse

button.

button to locate a previously recorded greeting.

Repeat steps 2 to 5 for each greeting you want to record.

Changing ACD greetings

You can change your ACD greetings at any time. To change an ACD greeting:

ACD Greetings

button and type the location of the greeting in the

1. Click the

ACD

menu and then click

ACD Greetings

The ACD Greetings dialog box appears.

2. Click the greeting number you want to change.

3. Click the

4. Click the

Voice

button.

Record

button to record a greeting or click the

Upload From

button and type the location of the greeting in the

box to upload a previously recorded greeting or click the

5. Click the

Browse

button.

button to locate a previously recorded greeting.

Repeat steps 2 to 5 for each greeting you want to record.

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Routing Table Administration

Introduction

The Routing Table determines how the system answers, holds and routes incoming calls to agents in your call center.

This chapter describes:

• The Routing Table

• Setting up a Routing Table

• About Routing Table steps

• Planning the Routing Table steps

• Adding Routing Table steps

• Assigning ACD queue hours of operation

• Examples of setting up the Day and Night Routing Tables

• Reviewing the Routing Table steps

• Changing the existing steps in the Routing Table

• ACD Service Modes

Routing Table

You set up the Routing Tables in Enterprise Edge Call Center to handle incoming calls for each ACD queue.

For each ACD queue, there is one Routing Table for Day service and another Routing Table for Night service. Set up the Day Routing Table for the hours when your service is available. Set up the Night Routing Table for the hours when your service is not available.

The maximum number of steps in the Day Routing Table is six. The maximum number of steps in the Night Routing Table is two.

A call in an ACD queue receives the treatment specified by the current Routing Table. This treatment is a combination of ACD greetings and being on hold. If an agent becomes available, the call is sent to the available agent.

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Setting up a Routing Table

A Routing Table is made of several routing steps. These steps define what is done with a caller that is waiting in the ACD queue. To set up a Routing Table, use the steps below.

• Learn about the types of Routing Table steps.

• Plan which steps you are going to use.

• Add the steps to the Routing Table.

• Assign the hours of operation for the queue.

About Routing Table steps

There are three types of steps that you can set up in the Routing Table:

• distribution time

• Goto steps

• greetings

Distribution time (DIST)

During the distribution time step, calls wait to be distributed to agents. If no agents are available before the distribution time expires, the call goes to the next st ep in the Routing Table. If there is no next step set up in the Routing Table, the call is terminated. The minimum distribution time is zero and the maximum distribution time is 59:59, fifty-nine minutes and fifty-nine seconds. The default distribution time is 30 seconds.

Goto steps (GOTO)

The Goto step is the last step in the Routing Table. The Goto step specifies a target step number. For example, if the Goto step specifies step 1, the call goes back to step 1 and repeats the steps. The steps are repeated until an agent becomes available or until the caller leaves a message in the ACD Queue Mailbox. The Goto step is not an option for the first Routing step because there are no possible target steps yet. The Goto target step cannot be itself. For example, if step 6 is a Goto step, you cannot assign 6 as the target step.

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ACD Greeting step (GRTG)

When you set up the Routing Table, you assign when and which ACD greetings are played to callers. You also assign greeting parameters to each greeting. After the greeting plays, the call goes to the next routing step. If there is no next step, the call is terminated.

To set up a greeting step in the Routing Table, you have to choose the number of the greeting. To ensure that you have the correct greeting number, refer to your completed copies of the tables, Greeting Administration Queue 1 on page 123 and

Greeting Administration Queue 2 on page 123.

About Greeting parameters

There are two greeting parameters:

• Forced Play

• Transfer Allowed These greeting parameters are described in the table Greeting Parameters:

Greeting Parameters

Greeting Parameter

Forced Play enabled

Forced Play disabled

Transfer Allo wed enabled

Transfer Allo wed disabled

Note:

Try to limit the number of Forced greetings that you set up in the Routing Table and keep Forced greetings as short as possible. Many long Forced greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times. For more information, refer to

Tips about Routing Table administration

Description

Enables Forced Play on a greeting that contains important information that you want callers to hea r. If a c aller i s listening to a Forced g reeting and an agent becomes available, the greeting is NOT interrupted. The caller is forced to listen to the entire greeting. See the note below this table.

When a caller is listening to a greeting that is not forced and an agent becomes available, the greeting is interrupted and the call goes to the available agent.

While the greeting is playing, the caller can press zero to leave a message in the ACD Queue Mailbox. Ensure that the Non-business hours greetings have Transfer Allow ed en abled so that the call er can press zero to leav e a message in the ACD Queue Mailbox.

While the greeting is playing, the caller CANNOT press zero to leave a message in the ACD Queue Mailbox. Pressing zero during the greeting will be ignored by Enterprise Edge Call Center.

on page 111.

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Planning the Routing Table steps

To have a clear record of the Routing Table steps you intend to create, photocopy and complete Routing Table Administration on page 124.

Adding Routing Table steps

You can add greeting steps, distribution steps, and Goto steps to the Routing Table.

Adding greeting steps

Greeting steps play a message to the waiting caller. To add a greeting step:

1. Click the

ACD

menu and then click

Queues

The ACD Queues dialog box appears.

2. Click the queue you want to add a greeting step to. To create a new queue that starts with a greeting step, click one of the queues named Unused.

3. Click the

Configure

button.

The queue’s dialog box appears.

4. Click the

Day Routing

tab to add the greeting step to a Day Routing Table or click the

Night Routing

tab to add the greeting step to a Night Routing Table.

5. Click a step in the routing table. The greeting step is added before this step. To add the greeting step to the end of the Routing Table, click the

Note:

When the Routing Table is full, the

6. Click the

Insert Step

button.

End

step disappears.

End

step.

The Insert Routing Step dialog box appears.

7. Click the

8. In the

Greeting

option.

box type the number of the greeting that plays in this step.

9. If you want the caller to listen to the entire message before they can be routed to an agent, select the

Forced Play

check box.

10. If you want to allow the caller to be able to transfer to the ACD Queue Mailbox, select the

Transfer Allowed

check box.

11. Click the OK button. The queue’s dialog box appears.

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12. Click the

13. Click the

Apply

button and then click the OK button.

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Adding distribution steps

Distribution steps put the caller on hold while the Enterprise Edge Call Center system searches for an available agent.

To add a distribution step:

1. Click the

ACD

menu and then click

Queues

The ACD Queues dialog box appears.

2. Click the queue you want to add a distribution step to.

3. Click the

Configure

button.

The queue’s dialog box appears.

4. Click the

Day Routing

tab to add the distribution step to a Day Routing Table or click the

Night Routing

tab to add the distribution step to a Night Routing

Table.

5. Click a step in the routing table. The distribution step i s added before t his step . To add the distribution step to the end of the Routing Table, click the

End

step.

Note:

6. Click the

When the Routing Table is full, the End step disappears.

Insert Step

button.

The Insert Routing Step dialog box appears.

7. Click the

8. Use the arrow buttons in the

Distribute for

option.

Distribute for

box to change the longest time in

minutes and seconds that the caller can wait on hold in this step.

9. Click the OK button. The queue’s dialog box appears.

10. Click the

11. Click the

Apply

button and then click the OK button.

button to return to the Enterprise Edge Voice Applications

Manager main menu.

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Adding Goto steps

Goto steps send the caller to another step in the Routing Table. These steps can be added only at the end of the Routing Table.

To add a Goto step:

1. Click the

ACD

menu and then click

Queues

The ACD Queues dialog box appears.

2. Click the queue you want to add a goto step to.

3. Click the

Configure

button.

The queue’s dialog box appears.

4. Click the

Day Routing

tab to add the Goto step to a Day Routing Table or click the

5. Click the

Note:

6. Click the

Night Routing

End

step.

tab to add the Goto step to a Night Routing Table.

When the Routing Table is full, the End step disappears.

Insert Step

button.

The Insert Routing Step dialog box appears.

7. Click the

Goto Step

option.

8. From the

Goto Step

drop list select the number of the Routing Table step the

caller is sent to.

9. Click the OK button. The Queue Properties dialog box appears.

10. Click the OK button.

11. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

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Assigning ACD queue ho ur s o f op eration

To assign the ACD queue hours of operation, you need to set the start times for the Day and Night Routing Tables. The start times determine which Routing Table is used for the ACD queue when the ACD Service Mode is set to Automatic.

The ACD queue starts using the Day Routing Table at the Day Routing Table Start Time. The ACD queue switches to the Night Routing Table at the Night Routing Table Start Time.

You can also assign the Day Routing Table to 24 hour operation. When the Day Routing Table is assigned for 24 hour operation, the ACD queue uses the Day Routing Table only. You can still use the Night Routing Table when you switch the ACD Service Mode to Manual.

Assigning the Day start time for an ACD queue

Assigning ACD queue hours of operation 87

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. Use the arrow buttons in the

Day Routing

tab.

Start Time

field to change the time that the Day

Routing table will start.

6. Click the OK button.

7. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Assigning the Night start time for an ACD queue

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. Use the arrow buttons in the

Night Routing

tab.

Start Time

box to change the time that the Night

Routing table starts.

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6. Click the OK button.

7. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Assigning an ACD queue for 24 hour operation

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. Select the

Day Routing

tab.

24 Hour Operation

check box.

6. Click the OK button.

7. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Examples of setting up the Day and Night Routing Tables

The following two examples show how to set up Routing Table steps.

Examples of Routing Tables

Each type of Routing Table step appears in the following Example Queue 1 Day Routing Table steps.

Example Queue 1 Day Routing Table steps

Step Number

1 GRTG Greeting 1 - Information greeting, Forced

2 DIST 01:00 (one minute) 3 GRTG Greeting 2 - General Company greeting -

4 DIST accept default DIST of 00:30 5 GRTG Greeting 3 - Please Wait greeting - Normal

Type of step (DIST, GRTG or GOTO)

Step parameters

with No Transfer enabled

Normal with Transfer enabled

with Transfer enabled

6 GOTO Routing Table step number 2

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Example Queue 1 Night Routing Table steps

Step number

1 GRTG Greeting 6 - Non-business hours greeting,

Type of step (DIST, GRTG or GOTO)

Step parameters

Normal with Transfer enabled

Example of setting up the Queue 1 Day Routing Table

To set up the Routing Table steps in the Queue 1 Day Routing Table:

1. Click the

ACD

menu and then click

Queues

The ACD Queues dialog box appears.

2. Click

3. Click the

Queue 1

Configure

button.

The Queue 1 dialog box appears.

4. Click the

5. Click

Day Routing

End

tab.

6. Click the

Insert Step

button to add step 1.

The Insert Routing Step dialog box appears.

7. Click the

8. In the

9. Select the

Greeting

Forced Play

option.

box type 1.

check box and clear the

10. Click the OK button.

11. Click

12. Click the

End

Insert Step

button to add step 2.

The Insert Routing Step dialog box appears.

13. Click the

14. Use the arrow button in the

Distribute for

option.

Distribute for

15. Click the OK button.

Transfer Allowed

check box.

box to change the time to 01:00.

16. Click

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90 Examples of setting up the Day and Night Routing Tables

17. Click the

Insert Step

button to add step 3.

The Insert Routing Step dialog box appears.

18. Click the

19. In the

20. Select the

Greeting

option.

box type 2.

Transfer Allowed

check box and clear the

21. Click the OK button.

22. Click

23. Click the

End

Insert Step

button to add step 4.

The Insert Routing Step dialog box appears.

24. Click the

25. Use the arrow button in the

Distribute for

option.

Distribute for

26. Click the OK button.

Forced Play

check box.

field to change the time to 00:30.

27. Click

28. Click the

End

Insert Step

button to add step 5.

The Insert Routing Step dialog box appears.

29. Click the

30. In the

31. Select the

Greeting

option.

box type 3.

Transfer Allowed

check box and clear the

32. Click the OK button.

33. Click

34. Click the

End

Insert Step

button to add step 6.

The Insert Routing Step dialog box appears.

35. Click the

36. Click the

Goto Step

option.

drop list.

Forced Play

check box.

37. Click 2.

38. Click the OK button.

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39. Click the

40. Click the

Apply

button and then click the OK button.

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Example of setting up the Queue 1 Night Routing Table

To set up the Routing Table steps in the Queue 1 Night Routing Table:

1. Click the

ACD

menu and then click

Queues

The ACD Queues dialog box appears.

The

Queue 1

Configure

Queue 1

Night Routing

End

Insert Step

button.

dialog box appears.

tab.

button to add step 1.

2. Click

3. Click the

4. Click the

5. Click

6. Click the The Insert Routing Step dialog box appears.

7. Click the

8. In the

9. Select the

Greeting

option.

box type 6.

Transfer Allowed

10. Click the OK button.

11. Click the

12. Click the

Apply

button and then click the OK button.

button to return to the Enterprise Edge Voice Applications

Manager main menu.

check box and clear the

Forced Play

check box.

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Reviewing the Routing Table steps

Once you have set up the Routing Tables, you can review them any time. To review a Routing Table:

1. Click the

ACD

menu and then click

Queues

The ACD Queues dialog box appears.

2. Click the queue you want to review.

3. Click the

Configure

button.

The queue’s dialog box appears.

4. Click the Click the

Day Routing Table

tab to check the Day Routing Table.

Night Routing Table

tab to check the Night Routing Table.

The steps and the step parameters for the Routing Table appear.

5. Click the OK button.

6. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Changing the existing steps in the Routing Table

After you set up the Routing Tables you can:

• view the Routing Table

• insert and delete steps

• change values of existing steps in the Routing Table

• erase the Routing Table

To change values of existing steps in the Routing Table, view the Routing Table and change the values of the steps you want to change.

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ACD Service Modes

You use both the Automatic and Manual Service Modes unless your call center has the same hours of operation seven days a week. If your call center has the same hours of operation seven days a week, you can use the Automatic Service Mode and you do not need to use the Manual Service Mode. The default Service Mode is Automatic. Routing Table hours are in effect seven days a week.

Automatic Service Mode

When you assign the Automatic Service Mode to an ACD queue, the Routing Tables automatically switch from Day to Night and from Night to Day. The Routing Tables switch according to the times you set up in the Routing Tables, seven days a week. If the Service Mode is Automatic, the default start time for Day mode is 8:00 am and the default start time for Night mode is 5:00 pm. You can change these times when you set up the Routing Tables. The Automatic Service Mode uses the times and the steps that you set up in the Day and Night Routing Tables.

Manual Routing Table Method

When you assign the Manual Service Mode to an ACD queue, you (or the Operator/ company receptionist) must manually choose the Day Routing Table or the Night Routing Table. For example, when you choose Queue 1 Night, the steps set up in the Night Routing Table for Queue 1 are used until you manually change the mode to Queue 1 Day. When the Service Mode is Manual, the times are still set up in the Routing Tables, but they are ignored by Enterprise Edge Call Center. Although the Manual Service Mode does not use the Routing Table times, the Routing Table steps are used.

ACD Service Modes 93

Choose the Manual Service Mode and the Night Routing Tables when your ACD queue:

• closes at a certain hour for the weekend

• has irregular hours

• closes for special holidays

Note:

Remember to manually choose the Day Routing Table or choose the Automatic Service Mode when your business returns to regular hours.

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Changing the ACD Service Mode

The default ACD Service Mode is Automatic. The default day sta rt time is 8:00 am and the default night start time 5:00 pm.

There are five possible ACD Service Modes:

auto

day

night

24hour

uninit

Note:

The ACD Queue uses the Automatic Service Mode. You must configure both the day and night Routing Tables before you can assign

the Automatic Service Mode to the ACD Queue. The ACD Queue uses the Manual Service mode and the Day Routing Table.

You must configure the Day Routing Table before you can assign the Manual Service Mode and the Day Routing Table.

The ACD Queue uses the Manual Service mode and the Night Routing Table. You must configure the Day Routing Table before you can assign the Manual

Service Mode and the Day Routing Table. The ACD Queue uses the Day Routing Table only.

You must configure the Day Routing Table for 24 hour operation to use this Service Mode.

The ACD Queue is not configured. You must configure the ACD Queue before you can assign the Service Mode.

The display

Business open:Y

does not affect the ACD Service Mode or the

times you set up for the Routing Table.

You can change the ACD Service Mode using the Operator feature code (ƒ·°¤) or Enterprise Edge Operator Manager.

To change the ACD Service Mode using the Operator feature code:

Pswd: RETRY OK

Atdt avail: N CHNG NEXT

ACD Service SET OK

1. Press ƒ·°¤.

2. Enter the default password. The default password for this Operator/Service Control Feature Code is OPERATOR or ﬂ‡‹‡¤°ﬂ‡ and press

Note:

If you changed the Operator/Service Control Feature Code default password, enter the new password.

3. Press

4. Press

until you see the display in step 4.

SET

to assign or determine the current ACD

Service Mode.

Note:

If you press OK, you exit the system.

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ACD Service Modes 95

Mode 1: Auto CHNG VIEW NEXT

5. Press

CHNG

Queue 1.

Note:

to change the ACD Service Mode for

Pressing

CHNG

cycles between Day, Night and

Auto.

Note:

to move to the next queue.

Pressing

View

displays the start times for the

Mode 1: Day CHNG VIEW NEXT

6. Press

Day Routing Table and Night Routing Table.

Mode 2: Auto CHNG VIEW OK

7. Repeat steps 5 and 6 for each queue.

Note:

If OK appears, you are changing the last queue. To exit the system, press OK.

To change the ACD Service Mode using Enterprise Edge Operator Manager:

1. Click the

Start

Operator Manager

menu, point to

and then click

Programs

, point to

Enterprise Edge

Enterprise Edge Operator Manager

2. Type the Operator password and click the OK button.

3. Click the

ACD

tab. The Enterprise Edge Operator Manager window changes to show the Service Mode being used.

In the

Day(Auto)

Service

field, there are five possible service modes:

- The queue is in Day mode and is using the Automatic Service

Mode.

Night(Auto)

- The queue is in Night mode and is using the Automatic Service

Mode.

Day

- The queue is in Day mode and is using the Manual Service Mode.

Night

- The queue is in Night mode and is using the Manual Service Mode.

24 Hour Automatic

- The queue is in 24 hour service mode.

- Appears for a short time after you change the Service Mode. It is

automatically replaced by Day(Auto) or Night(Auto).

4. Click the queue you want to change.

5. Click the

Change Service

button.

The Change Service Mode dialog box appears.

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6. Click the option of the Service Mode you want to use.

Note:

You must configure the Night Routing Table and the Day Routing Table to enable the Automatic option. You must configure the Night Routing Table to enable the

Night

option.

7. Click the OK button to close the Change Service Mode dialog box.

8. Click the OK button to close the Enterprise Edge Operator Manager window.

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Enterprise Edge Call Center Lines Administration

Introduction

Enterprise Edge Call Center can answer a maximum of 15 of your incoming lines, or just those lines you specify. Before Enterprise Edge Call Center answers an incoming line, you must assign the line and set the Answer status to AA (Automated Attendant) or ACD (Enterprise Edge Call Center). Each line added and assigned to AA is answered by a Greeting Table. Each line added and assigned to ACD is answered by an ACD queue.

Note:

For information about the incoming line numbers used in your company, refer to the table Line answering on page 126. The maximum number of lines that Enterprise Edge Call Center can answer is 15. The line numbers can be any line number from 1 to 500.

This chapter includes:

• Adding lines and assigning an ACD queue

• Adding and assigning several lines

• Setting the Answer Lines status

For information about Automated Attendant and Greeting Tables, refer to the Enterprise Edge Voice Messaging Setup and Operation Guide.

Adding lines and assigning an ACD queue

You need to disable a queue and wait until there are no calls in the ACD queue before you can add lines and assign an ACD queue. You cannot add lines or assign an ACD queue while the ACD queue is in use.

Note:

Each target line that you assign to a queue must have its prime extension programmed as the Control DN of the queue. For information on how to program the prime extension, refer to the Enterprise Edge System Administrator Guide.

Lines that are programmed to be answered by Enterprise Edge Call Center must not be programmed to be answered by another Enterprise Edge peripheral or application.

You can assign Enterprise Edge Call Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is left at zero, Enterprise Edge Call Center answers immediately.

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For lines equipped with Caller ID, you must assign the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so assigning the number of rings to zero or one prevents Caller ID information being relayed. Without Caller ID information, features related to Caller ID will not operate.

To add a line and assign an ACD queue:

1. Click the

ACD

menu and then click

Lines

The Lines Administration dialog box appears.

2. Click the line you want to assign to an ACD queue.

3. Click the

Change

button.

The Line Administration dialog box appears.

4. Click the

5. In the

ACD

Queue

option.

box type the number of the ACD queue you want to answer this

line.

6. In the

Number of rings

box type the number of rings before Enterprise Edge

Call Center answers. You must enter a number from 0 to 12.

7. Click the OK button.

8. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Adding and assigning several lines

To add and assign several lines:

1. Click the

ACD

menu and then click The Line Administration dialog box appears.

2. Click the

Change Many

button.

The Line Administration dialog box appears.

3. In the

From

box type the line number of the first line to add.

4. In the To box type the line number of the last line to add.

5. Click the

6. In the

ACD

Queue

option.

box type the number of the ACD queue you want to answer

these lines.

Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01

Lines

Page 99

Setting the Answer Lines status 99

7. In the

# of rings

box type the number of rings before Enterprise Edge Call

Center answers. You must enter a number from 0 to 12.

8. Click the OK button. Enterprise Edge Call Center adds the lines with line numbers between the number in the From box and the number in the To box. All of these lines are assigned to the same queue and answer after the same number of rings.

9. Click the

button to return to the Enterprise Edge Voice Applications

Manager main menu.

Setting the Answer Lines status

The Answer Lines status determines if Enterprise Edge Call Center will answer the assigned lines. If the Answer Line status is set to Yes, Enterprise Edge Call Center answers the lines assigned as ACD and Enterprise Edge Voice Messaging answers the lines assigned as AA. If the Answer Line status is set to No, neither Enterprise Edge Call Center nor Enterprise Edge Voice Messaging answers lines.

To set the Answer Lines status:

1. Press ƒ·°¤.

Pswd: RETRY OK

Atdt avail: N CHNG NEXT

Business open: N CHNG NEXT

Answer lines? N CHNG NEXT

2. Enter the Operator password and press OK.

3. Press

4. Press

5. Press

CHNG

When Answer Lines is set to N the display shows:

Disabling...

display shows:

When Answer Lines is set to Y the

Enabling...

6. Press ® to end this session.

P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide

Page 100

100 Setting the Answer Lines status

Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01

Avaya BCM Call Center User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

How to use this guide

Introduction

How this guide is organized

Symbols and conventions

Other documents

Using Enterprise Edge Call Center

Introduction

Using your telephone with Enterprise Edge Call Center

About the two-line display telephone

Using Enterprise Edge Call Center

Accessing Enterprise Edge Call Center administration

Your role as Enterprise Edge Call Center System Administrator

Using Enterprise Edge Call Center Feature Codes

Introduction

Enterprise Edge Feature Codes

Programming a memory button with a Feature Code

Feature Codes used by the System Administrator

System Administrator Feature Code descriptions

Feature Codes used by ACD agents

Agent Feature Code descriptions

ACD Agent Administration

Introduction

Agent information

Adding an agent

Adding more than one agent

Changing agent information

Resetting the agent password

Deleting an agent

Forcing agent log out

ACD Queue Administration

Introduction

ACD queues

How incoming calls are sent to an ACD queue

ACD queue parameters

Setting up ACD queue parameters

Enabling the ACD queues

Disabling the ACD queues

Changing ACD queue parameters

Deleting the ACD queue parameters

Assigning an agent to an ACD queue

Deleting agents from an ACD Queue

Viewing agents in an ACD queue

ACD Queue Mailbox Administration

Introduction

ACD Queue Mailbox

Determining the Control DN (ACD Queue Mailbox number)

Initializing the ACD Queue Mailbox

Recording the ACD Queue Mailbox greetings

Recording a Primary greeting for the ACD Queue Mailbox

Recording an Alternate greeting for the ACD Queue Mailbox

Choosing the Primary or Alternate ACD Queue Mailbox greeting

Recording a Personalized greeting for the ACD Queue Mailbox

Opening an ACD Queue Mailbox

Opening an ACD Queue Mailbox after it has been initialized

Opening an ACD Queue Mailbox remotely

ACD Queue Mailbox Password

Changing the ACD Queue Mailbox password

Resetting the ACD Queue Mailbox password

Listening to messages in the ACD Queue Mailbox

Replying to messages

Replying to an internal message sender

Replying to an external message sender

Off-premise Message Notification

About Off-premise Message Notification

Assigning an outdial route

Setting up Off-premise Message Notificat ion to an extension number

Setting up Off-premise Message Notification to a telephone number

Setting up Off-premise Message Notification to a pager number

Setting up Off-premise Message Notification to more than one destination

Changing Off-premise Message Notification

Changing Off-premise Message Notification parameters

Changing the destination type from a pager to a telephone or extension

Changing the destination type from telephone or extension to a pager

Inserting an Off-premise Message Notification destination number

Deleting an Off-premise Message Notification destination number