AVAYA Call Management System 14 Administration Manual

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Avaya Call Management System

Release 14 Administration

07-601585

July 2007

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Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages.

Warr ant y

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site:

http://www.avaya.com/support

License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LI CE N SE TE RMS AVAI LAB LE ON THE AVAYA W EB SIT E

http://support.avaya.com/LicenseInfo/

YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License type(s) Designated System(s) License (DS). End User may install and use each

copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server.

Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

Third-party components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:

http://support.avaya.com/ThirdPartyLicense/

("GENERAL LICENSE TERMS"). IF

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site:

http://www.avaya.com/support

Trademarks

Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions.

MultiVantage is a trademark of Avaya Inc. All other trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya Support Web site:

http://www.avaya.com/support

Avaya support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site:

http://www.avaya.com/support

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Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Software documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . 25

Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . 25

Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

What is Avaya CMS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

How Avaya CMS stores ACD data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

How Avaya CMS logically stores ACD data . . . . . . . . . . . . . . . . . . . . . . 28

Real-time databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Historical databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Data summarizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CMS data storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

How Avaya CMS physically stores ACD data . . . . . . . . . . . . . . . . . . . . . 31

Dbspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Chunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

ACD Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

How Avaya CMS tracks ACD data . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

How CMS tracks a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Events that start or stop data collection . . . . . . . . . . . . . . . . . . . . . . 34

Chapter 2: Configuring Avaya CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . . 37

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Administration July 2007 3

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Contents

Scripting tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Report Colors tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Creating a new report color scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Threshold Colors tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Creating a new threshold color scheme . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Name Format tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Defining entity formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Chapter 3: Using the Dictionary to name contact center entities . . . . . . . . . . . . . . 49

About the Dictionary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Dictionary rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Searching the Dictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Listing all ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Viewing the contents of an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . 56

ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Adding an ACD name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Modifying an ACD name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Deleting an ACD Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Agent groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Adding an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Listing agents in an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Copying an existing agent group to a new name . . . . . . . . . . . . . . . . . . . 66

Adding agents to an existing agent group . . . . . . . . . . . . . . . . . . . . . . . 67

Deleting agents in an existing agent group . . . . . . . . . . . . . . . . . . . . . . 69

Deleting an agent group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Agent string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Changing agent string value descriptions . . . . . . . . . . . . . . . . . . . . . . . 72

Agent string value field descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . 74

Announcement names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Adding an announcement name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

4 Administration July 2007

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Contents

Viewing an announcement name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Listing all announcement names for an ACD . . . . . . . . . . . . . . . . . . . . . 79

Modifying an announcement name. . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Deleting an announcement name. . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

AUX reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Adding an AUX reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Viewing an AUX reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Listing all AUX reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Modifying an AUX reason code name . . . . . . . . . . . . . . . . . . . . . . . . . 87

Deleting an AUX reason code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Viewing a calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Listing all calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Adding a calculation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Modifying a custom calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Deleting a custom calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Adding a name to a call work code . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Viewing a call work code name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Listing all call work code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Modifying a call work code name. . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Deleting a call work code name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Constants. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Adding a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Viewing a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Listing all constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Modifying a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Deleting a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Custom database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Adding a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Viewing a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Administration July 2007

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Listing all custom database items . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Modifying a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Deleting a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Generic string values synonyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Viewing generic string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Modifying generic string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Location IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Adding a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Viewing a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Listing all location IDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Modifying a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Deleting a Location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Adding a name to a login ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Viewing a login ID name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Listing all login ID names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Modifying a login ID name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Deleting a login ID name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Logout reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Adding a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Viewing a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Listing all logout reason code names . . . . . . . . . . . . . . . . . . . . . . . . . 132

Modifying a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . 134

Deleting a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Split/skill string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Viewing split/skill string values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Modifying split/skill string values . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Split/skill string value field descriptions . . . . . . . . . . . . . . . . . . . . . . . . 140

Split/Skill names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Adding a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

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Contents

Viewing a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Listing all the split/skill names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Modifying a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Deleting a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Standard database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Viewing a standard database item . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Viewing all standard database items alphabetically . . . . . . . . . . . . . . . . . 150

Trunk group names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Adding a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Viewing a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Listing all trunk group names. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Modifying a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Deleting a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Trunk string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Viewing and modifying trunk string values . . . . . . . . . . . . . . . . . . . . . . 158

Trunk string values field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 159

VDN names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Adding a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Viewing a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Listing all VDN names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Modifying a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Deleting a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Vector names. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Adding a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Viewing a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Listing all vector names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Modifying a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Deleting a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Dictionary reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Printing Dictionary reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Running an agent group members report . . . . . . . . . . . . . . . . . . . . . . . 176

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Chapter 4: Using reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Interfaces for reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Types of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

What reports summarize . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Choosing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Generating a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Printing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Printing a Historical report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Changing the print setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Restarting a report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Chapter 5: Scripting CMS operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Tasks scripts can automate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Interactive and automatic scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Creating scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Accessing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Accessing the script options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Creating an interactive report script . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Creating an automatic report script . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Creating a script to export report data . . . . . . . . . . . . . . . . . . . . . . . . . 193

Creating a script to export report data as HTML . . . . . . . . . . . . . . . . . . . 194

Scripting other Supervisor operations . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Actions not associated with reports . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Scripting an input window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Scripting an action. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Organizing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Error and warning messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Chapter 6: Administering contact center agents . . . . . . . . . . . . . . . . . . . . . . . 201

Starting or stopping an agent trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Viewing current agent trace states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Listing agents traced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Changing agent skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Changing skills for multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Changing extension split assignments . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Moving extensions between splits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

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Running a split members report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Chapter 7: Administering the contact center configuration . . . . . . . . . . . . . . . . . 227

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

ACD Group capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

ACD Groups feature interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Adding an ACD Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Listing all ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Adding an ACD to an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Viewing the contents of an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . 234

Deleting an ACD from an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . 236

Modifying an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Deleting an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

Call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Adding call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Viewing call work codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Listing all call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Deleting call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Changing VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Viewing VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Listing all VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Split/skill call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Adding split/skill call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Viewing an existing split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . 255

Modifying a split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Deleting a split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Trunk group assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Viewing all trunk group assignments . . . . . . . . . . . . . . . . . . . . . . . . . 260

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Viewing a single trunk group assignment . . . . . . . . . . . . . . . . . . . . . . . 262

Viewing a trunk group assignment by VDN or split . . . . . . . . . . . . . . . . . . 263

Trunk group members report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

Running a trunk group members report . . . . . . . . . . . . . . . . . . . . . . . . 265

VDN-to-vector assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Viewing all VDN-to-vector assignments . . . . . . . . . . . . . . . . . . . . . . . . 267

Listing VDNs associated with a vector . . . . . . . . . . . . . . . . . . . . . . . . . 268

Modifying VDN-to-vector assignments. . . . . . . . . . . . . . . . . . . . . . . . . 269

VDN call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272

Adding a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272

Viewing an existing VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . 274

Modifying a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

Deleting a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

Vector configuration report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

Running vector configuration reports . . . . . . . . . . . . . . . . . . . . . . . . . 279

Chapter 8: Administering exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

About exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

Types of Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

Exception capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Exception notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Changing exception notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Adding agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Modifying agent exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292

Deleting agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294

Agent exception definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297

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Agent exceptions report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

Split/skill exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Adding split/skill exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Modifying split/skill exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Deleting split/skill exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

Split/skill exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Split/skill exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Adding trunk group exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Modifying trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Deleting trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

Trunk group exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

Trunk group exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322

VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326

Adding VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326

Modifying VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328

Deleting VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

VDN exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332

VDN exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333

Vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Adding vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Modifying vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339

Deleting vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341

Vector exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342

Vector exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343

Data collection exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346

Running a data collection exceptions report . . . . . . . . . . . . . . . . . . . . . 347

Malicious call trace report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349

Running a malicious call trace report . . . . . . . . . . . . . . . . . . . . . . . . . 349

Real-time exceptions log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351

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Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352

Running the real-time exceptions log . . . . . . . . . . . . . . . . . . . . . . . . . 352

Chapter 9: Administering user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 355

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355

Example of user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

User data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

Adding a CMS user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357

Viewing CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360

Modifying CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362

Deleting CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364

ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368

Adding ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368

Viewing ACD access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369

Listing all ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371

Modifying ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372

Deleting ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374

Feature access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377

Viewing Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . . 378

Listing all Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . 379

Modifying Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . 381

Main Menu Addition Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

Viewing Main Menu Addition Access. . . . . . . . . . . . . . . . . . . . . . . . . . 383

Listing all Main Menu Addition Access . . . . . . . . . . . . . . . . . . . . . . . . 385

Assigning or modifying Main Menu Addition Access . . . . . . . . . . . . . . . . . 386

Split/Skill access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

Adding split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 389

Viewing split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 391

Listing all split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . 393

Modifying split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . 394

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Deleting split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 396

Trunk group access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399

Adding trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . . 399

Viewing trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . 401

Listing all trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . 403

Modifying trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . 404

Deleting trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . 406

Vector access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409

Adding vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409

Viewing vector user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 411

Listing all vector user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . 413

Modifying vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 414

Deleting vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 416

VDN access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419

Adding VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419

Viewing VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421

Listing all VDN user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 423

Modifying VDN user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 424

Deleting VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426

Chapter 10: Configuring CMS system settings . . . . . . . . . . . . . . . . . . . . . . . . 429

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429

CMS state. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430

Changing the CMS state. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431

Changing the master ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432

Data collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434

Changing the data collection state . . . . . . . . . . . . . . . . . . . . . . . . . . . 434

Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437

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Viewing Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437

Modifying Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . 439

Data summarizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445

Archiving data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446

External Application Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448

Enabling or disabling the External Application Status feature . . . . . . . . . . . . 448

Viewing the states of external applications . . . . . . . . . . . . . . . . . . . . . . 450

Starting or stopping external applications. . . . . . . . . . . . . . . . . . . . . . . 451

Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454

Viewing Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454

Viewing Free Space Allocation contents. . . . . . . . . . . . . . . . . . . . . . . . 456

Modifying Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458

Verifying chunk allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459

Migrating CMS data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460

Migrating R3 data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461

Pseudo-ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

Creating a pseudo-ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

Viewing pseudo-ACDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467

Deleting a pseudo-ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468

Loading pseudo-ACD data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470

Storage intervals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473

Viewing storage interval settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . 473

Changing the intrahour interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474

Changing switch time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476

Modifying data summarizing settings . . . . . . . . . . . . . . . . . . . . . . . . . 479

Switch setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482

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Viewing switch setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483

Listing all switch setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484

Chapter 11: Maintaining CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487

ACD status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488

Viewing ACD status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489

Listing ACD status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492

Description of the ACD Status window - with EAS . . . . . . . . . . . . . . . . . . 493

Description of the ACD Status window - without EAS . . . . . . . . . . . . . . . . 494

Requesting ACD translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495

Archiving status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496

Viewing the archiving status of a single ACD . . . . . . . . . . . . . . . . . . . . . 496

Viewing the archiving status of all ACDs . . . . . . . . . . . . . . . . . . . . . . . 498

Description of the Archiving Status - List All window . . . . . . . . . . . . . . . . 499

Backup/restore devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501

Viewing a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501

Listing all backup/restore devices . . . . . . . . . . . . . . . . . . . . . . . . . . . 503

Adding a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504

Modifying a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . 506

Deleting a backup/restore device. . . . . . . . . . . . . . . . . . . . . . . . . . . . 507

Data Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508

CMSADM backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509

Maintenance backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509

Tape drives and cartridges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510

Things to consider when backing up or restoring data . . . . . . . . . . . . . . . . 510

Factors that impact backup and restore times . . . . . . . . . . . . . . . . . . 510

Reducing tape backup and restore times . . . . . . . . . . . . . . . . . . . . . 511

Alternate methods for backing up and restoring data . . . . . . . . . . . . . . 512

Performing a CMSADM backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512

Performing a maintenance backup . . . . . . . . . . . . . . . . . . . . . . . . . . . 514

Description of the Backup Data window . . . . . . . . . . . . . . . . . . . . . . . . 517

The Backup Data window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517

Field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517

Data to back up descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518

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Common backup error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 519

Labeling the backup volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519

Recovery kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520

Restoring data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522

Automatic restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522

Manual restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524

Recommendation to restart your CMS server . . . . . . . . . . . . . . . . . . . . . . . 526

Connection status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527

Viewing the connection status of an ACD . . . . . . . . . . . . . . . . . . . . . . . 528

Listing the connection status of all ACDs . . . . . . . . . . . . . . . . . . . . . . . 529

Description of the Connection Status window . . . . . . . . . . . . . . . . . . . . 531

Administering a printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533

Adding a new printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534

Listing all printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535

Modifying printer options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537

Deleting a printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538

Maintenance Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540

Running a Maintenance Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . 540

Severity of errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542

Maintenance Error Log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 542

ACD Administration Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567

Running the ACD Administration Log report . . . . . . . . . . . . . . . . . . . . . 568

ACD Administration Log window field descriptions . . . . . . . . . . . . . . . . . 570

Chapter 12: Using Solaris . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571

Logging in to CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571

Logging in to CMS from the remote console . . . . . . . . . . . . . . . . . . . . . 571

Logging in to CMS from the server console . . . . . . . . . . . . . . . . . . . . . . 572

Administering passwords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574

Changing a user's password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575

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Administering password aging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576

Using Solaris printer commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576

Chapter 13: Using timetables and shortcuts. . . . . . . . . . . . . . . . . . . . . . . . . . 579

Timetables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 581

Creating and scheduling a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . 581

Adding tasks to a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585

Listing all timetables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587

Copying a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588

Copying timetable tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 589

Modifying timetable tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591

Editing timetables globally . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593

Globally editing tasks in a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . 595

Deleting tasks from a timetable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598

Deleting a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600

Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603

Creating a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603

Adding tasks to a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 605

Running a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606

Modifying a shortcut description . . . . . . . . . . . . . . . . . . . . . . . . . . . . 607

Copying a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608

Copying shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609

Modifying shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611

Deleting shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612

Deleting a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627

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Contents

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Preface

Avaya Call Management System (CMS) is an application for businesses and organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent selection, multi-site contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring.

Avaya CMS is part of the Operational Effectiveness solution of the Avaya Customer Interaction Suite.

This section includes the following topics:

● Purpose on page 19

● Intended users on page 19

● Overview on page 20

● Conventions and terminology on page 21

● Reasons for reissue on page 22

● Availability on page 22

● Related documentation on page 23

● Support on page 26

Purpose

The purpose of this document is to provide instructions on administering a contact center through Avaya CMS Supervisor.

This information product specifically addresses the functionality of CMS.

Intended users

This document is written for:

● Avaya Call Management System (CMS) administrators who have access to all parts of

CMS

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Preface

● Split/Skill supervisors with limited access to CMS

Overview

This document includes the following topics:

● Chapter 1: Introduction on page 27

This chapter provides an overview of this document, password information, and cross-references for Avaya CMS Supervisor usage

● Chapter 2: Configuring Avaya CMS Supervisor on page 37

This chapter describes the Supervisor configuration options

● Chapter 3: Using the Dictionary to name contact center entities on page 49

This chapter describes how to create synonyms in the Dictionary

● Chapter 4: Using reports on page 179

This chapter describes the basic use of the Reports subsystem

● Chapter 5: Scripting CMS operations on page 187

This chapter describes how to script common actions

● Chapter 6: Administering contact center agents on page 201

This chapter describes how to change agent splits/skills, create agent templates, move extensions between splits, and use agent trace

● Chapter 7: Administering the contact center configuration on page 227

This chapter describes how to add or delete call work codes and split/skill call profiles, change VDN skill preferences, view trunk group assignments, change VDN call profiles, and other contact center activities

● Chapter 8: Administering exceptions on page 283

This chapter describes how to define exceptions and run exception reports for agents, split/skills, trunk groups, VDNs, and vectors

● Chapter 9: Administering user permissions on page 355

This chapter describes how to create users and define, change, or modify associated CMS permissions

● Chapter 10: Configuring CMS system settings on page 429

This chapter describes how to change the state of CMS, allocate storage space, specify storage intervals, and other system setup activities

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● Chapter 11: Maintaining CMS on page 487

This chapter describes backups, restores, backup strategies, maintenance reports, backup volumes, and labeling

● Chapter 12: Using Solaris on page 571

This chapter describes the Sun Microsystems, Inc. Solaris operating system and how to use it with CMS

● Chapter 13: Using timetables and shortcuts on page 579

This chapter describes how to use timetables and shortcuts to streamline activities

Conventions and terminology

If you see any of the following safety labels in this document, take careful note of the information presented.

Conventions and terminology

CAUTION:

CAUTION: Caution statements call attention to situations that can result in harm to software,

loss of data, or an interruption in service.

WARNING:

WARNING: Warning statements call attention to situations that can result in harm to hardware

or equipment.

DANGER

DANGER: Danger statements call attention to situations that can result in harm to personnel.

SECURITY ALERT:

SECURITY ALERT: Security alert statements call attention to situations that can increase the potential

for unauthorized use of a telecommunications system.

Note:

Note: In some instances, your communication server and its associated software may

be referred to as "switch". Unless otherwise noted, the term, Communication Manager, includes earlier Avaya communication servers, such as MultiVantage and DEFINITY®.

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Preface

Reasons for reissue

This is the first issue of this document.

Availability

Copies of this document are available from one or both of the following sources:

Note:

Note: Although there is no charge to download documents through the Avaya Web site,

documents ordered from the Avaya Publications Center must be purchased.

● The Avaya online support Web site, http://www.avayadocs.com

● The Avaya Publications Center, which you can contact by:

Voice:

+1-207-866-6701 +1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax:

+1-207-626-7269 +1-800-457-1764 (Toll-free, U.S. and Canada only)

Mail:

GlobalWare Solutions 200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager

E-mail:

totalware@gwsmail.com

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Support

Contacting Avaya technical support

Avaya provides support telephone numbers for you to report problems or ask questions about your product.

For United States support:

1- 800- 242-2121

For international support:

See the 1-800 Support Directory

http://www.avaya.com

http://docs.sun.com

listings on the Avaya Web site.

Escalating a technical support issue

Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management

listings on the Avaya Web site.

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Chapter 1: Introduction

This section provides introductory information on Avaya CMS Supervisor and complementary products. Basic information regarding the interfaces and usage of Supervisor can be found in the Avaya CMS Supervisor Installation and Getting Started document.

This section contains the following topics:

● What is Avaya CMS? on page 27

● How Avaya CMS stores ACD data on page 27

● ACD Administration on page 33

What is Avaya CMS?

Avaya CMS is a software product for businesses and organizations that have an Avaya Communication Manager system and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature. Avaya CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the Communication Manager system.

A CMS administrator accesses the CMS database, generates reports, administers ACD parameters, and monitors call activities to determine the most efficient service for the calling customers.

Operating system

Avaya CMS resides on the Sun Microsystems, Inc. Solaris operating system and uses several Solaris system utilities to communicate with terminals and printers, to log errors, and to execute processes. CMS utilizes the Informix Software, Inc. INFORMIX database management system, which provides an interface to the CMS historical database.

How Avaya CMS stores ACD data

There are two ways to describe how Avaya Call Management System (CMS) stores ACD data:

● Logically - How the CMS system organizes data for processing

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Chapter 1: Introduction

● Physically - How the CMS system mechanically stores the data on the disk drive

This section includes the following topics:

● How Avaya CMS logically stores ACD data on page 28

● How Avaya CMS physically stores ACD data on page 31

How Avaya CMS logically stores ACD data

The logical storage of the ACD data has more impact on the CMS user than does the physical storage. The logical data storage controls how a CMS user is able to access and manipulate ACD data. CMS stores all of the ACD data received from the communication server in the real-time and historical databases.

Real-time databases

Real-time databases include tables for the current intrahour interval data and the previous intrahour interval data. The storage interval can be 15, 30, or 60 minutes.

Historical databases

Historical databases include tables for the intrahour, daily, weekly, and monthly data. The following table shows all of the historical database tables and the maximum amount of time data can be stored in a particular table:

Historical database tables Maximum time for data storage

Intrahour historical data 62 days

Daily historical data 5 years (1825 days)

Weekly historical data 10 years (520 weeks)

Monthly historical data 10 years (120 months)

Note:

Note: You can use historical data to predict future call traffic and future agent and trunk

requirements. For more information see Avaya CMS Forecast User Guide.

Data summarizing

When CMS collects data from the ACD, the data is stored in the real-time database for the current interval. At the end of the current interval, the following events occur:

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How Avaya CMS stores ACD data

● The data that was in current interval database table is archived to the previous interval

database table.

● The data that was in previous interval database table is archived in the historical database

as intrahour historical data.

The data remains in the historical database as intrahour historical data for a maximum of 62 days. At your designated data summarizing time, the intrahour historical data is summarized into daily historical data.

The daily historical data is summarized on a weekly and monthly basis. At the end of your designated week, the daily historical data is summarized into weekly historical data. On the first day of a new month, the daily historical data is summarized into monthly historical data for the previous month.

For more information, see CMS data storage

CMS data storage

The following figure illustrates how CMS stores data.

on page 29.

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Chapter 1: Introduction

Agent (cagent)

Agent (pagent)

The previous interval data is archived at the end of the interval to the intrahour historical data

Split (csplit)

Split (psplit)

Agent (hagent)

ACD#

Data

Real-time database

Current interval data

Trunk (ctrunk)

Trunk group (ctkgrp)

Previous interval data

Trunk (ptrunk)

Trunk group (ptkgrp)

Historical database

Intrahour historical data

Split (hsplit)

Trunk (htrunk)

Vector (cvector)

Vector (pvector)

Trunk group (htkgrp)

CMS processorCommunication Server

VDN (cvdn)

VDN (pvdn)

Vector (hvector)

Call work codes (ccwc)

Call work codes (pcwc)

VDN (hvdn)

The current interval data is archived at the end of the interval to the previous interval data

Call work codes (hcwc)

Intrahour data is summarized into daily data.

Daily data is summarized into weekly data and monthly data

Weekly data is summarized at the end of your designated week.

Monthly data is summarized on the first day of the month for the previous month.

Agent (dagent)

Agent (wagent)

Agent (magent)

Split (dsplit)

Split (wsplit)

Split (msplit)

Daily historical data

Trunk (dtrunk)

Trunk group (dtkgrp)

Vector (dvector)

Weekly historical data

Trunk (wtrunk)

Trunk group (wtkgrp)

Vector (wvector)

Monthly historical data

Trunk (mtrunk)

Trunk group (mtkgrp)

Vector (mvector)

VDN (dvdn)

VDN (wvdn)

VDN (mvdn)

Call work codes (dcwc)

Call work codes (wcwc)

Call work codes (mcwc)

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How Avaya CMS physically stores ACD data

The relational database used by CMS R3V9 and later is Informix Dynamic Server (IDS). IDS manages the CMS data in specific dbspaces. The historical database can span multiple disks. Each ACD dbspace contains the CMS historical database table for a single ACD.

In the following example:

● The dbspace acd1 contains the historical database table for ACD 1

● The dbspace acd2 contains the historical database table for ACD 2

Logical Physical

How Avaya CMS stores ACD data

Dbspace

A dbspace is a logical unit that consists of one or more chunks. Dbspaces can exist across multiple disks. A CMS system contains the following dbspaces:

● rootdbs

● physdbs

● logdbs

● dbtemp

Historical database tables

agent split trunk tkgrp vector vdn cwc

Disk 1 Disk 2

dbspace acd1

dbspace acd2

Disk 3

dbspace acd1

dbspace acd2

● aasdbs

● cmsdbs

● freedbs

● acd1 through acd26

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Chapter 1: Introduction

Important:

Important: Do not attempt to alter rootdbs, physdbs, logdbs, dbtemp, aasdbs, or cmsdbs.

Contact CMS services if you think you have a problem with any of these dbspaces.

In the following example, the dbspace acd1 exists across multiple disks.

Chunks

A chunk is a unit of physical disk space used to store database data that is managed by IDS. Each chunk contains 256 MB of disk space. In the following example, the dbspace acd1 contains multiple chunks.

Individual

dbspaces

rootdbs through freedbs

acd1

acd2 through acd26

Disk 1

rootdbs through freedbs

acd1

acd2 through acd26

Chunk

acd1

Chunk

acd1

Disk 2

acd1

Disk 3

Chunk

Disk 1

Disk 2

Disk 3

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ACD Administration

CMS provides an administrative interface to the communication server. From the ACD interface, you can view or change parameters on the communication server related to ACDs, Call Vectoring, and Expert Agent Selection (EAS). An administrator can also run reports that describe your contact center configuration.

For example, an administrator can:

● Add or remove agents from splits or skills

● Move extensions between splits

● Change skill assignments

● Change trunk group-to-split

● Change trunk group-to-VDN

● Change VDN-to-vector assignments

● Start an agent trace

ACD Administration

● List the agents being traced

● Create, copy, and edit call vectors

How Avaya CMS tracks ACD data

CMS uses the data in the real-time and historical databases to generate standard reports that help you monitor your contact center’s activities. Various agent, split/skill, trunk, trunk group, vector, and VDN activities are tracked at different points in the call process.

This section includes the following topics:

● How CMS tracks a call on page 33

● Events that start or stop data collection on page 34

How CMS tracks a call

The following diagram shows how CMS tracks a call from the time the call seizes a trunk until an agent ends after-call-work (ACW) activity.

The trunk table, trunk group table, vector table, VDN table, split/skill table, agent table, and call work code (CWC) table are CMS database tables that store call data. In the following diagram, the positions of the CMS database tables identify the points where CMS begins to collect call data. The arrowheads identify the points where data collection ends. The data is not recorded in the tables until the call and any ACW is complete.

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Chapter 1: Introduction

Note:

Note: With vectoring, the Stop command stops the processing of vector commands.

Call process

Call queues to split/skill

Trunk/trunk group

table

Call seizes trunk

Vector table

VDN table

Call enters VDN/vector

Split/Skill table

Events that start or stop data collection

Data collection starts or stops when one of these events occur:

● The Agent table starts collecting data on non-ACD calls when the agent answers or

completes dialing.

● The Split/Skill table stops collecting data when:

The ACW for an ACD call ends

Vector processing ends

Agent table

Call rings agent

CWC table

Agent answers call

Trunk drops call

Agent ends ACW

The call leaves the split queue and is forwarded to another destination (for example, intraflow)

The caller abandons the call

● The Vector table stops collecting data for the current vector when the call is:

Sent to an ACD agent

Connected to a station or trunk

Routed to a VDN or vector

Abandoned by the caller

Note:

Note: Time in the vector stops but the vector tracks the call disposition to determine if

the call was answered or abandoned.

● The VDN table stops collecting data for the current VDN when:

The ACW for an ACD call ends

The call is routed to a trunk or VDN

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The call is transferred

The caller abandons the call

ACD Administration

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Chapter 1: Introduction

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Chapter 2: Configuring Avaya CMS

Supervisor

This section contains information regarding configuration of Avaya CMS Supervisor through the Options window.

The Options window allows you to adjust and control the following types of settings:

● The default ACD for all operations and reports windows

● Scripting defaults

● Colors used in Supervisor reports

● Formatting of the different types of fields displayed in Supervisor reports

This section contains the following topics:

● Before you begin on page 37

● General tab on page 38

● Scripting tab on page 39

● Report Colors tab on page 40

● Creating a new report color scheme on page 41

● Threshold Colors tab on page 43

● Creating a new threshold color scheme on page 44

● Name Format tab on page 46

● Defining entity formats on page 47

Before you begin

Except for the CMS Servers tab, all other tabs of the Options window are only available after a successful login to a CMS server. The CMS Servers tab is disabled when you are logged in to a CMS server.

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General tab

Use the General tab to set your first calendar day, default ACD, and other interface usage options.

This tab of the Options dialog contains the following controls:

● First Day of Week - This option affects only how the calendar is displayed. For example, if

you browse for a date, the calendar starts the week based on the day that you choose. It does not change the Start of Week day for weekly data collection which is set through the System Setup - Storage Intervals window.

● Default ACD - Select the ACD that will be used as the default ACD for operations and

reports windows. Note that an ACD Group can also be set as the default.

● Synchronize PC and CMS Time at Login - Select this check box to change the internal

clock of the PC to match the current time on the CMS server. This option does not affect the time on the CMS server.

● Use Sound - Select this check box to receive an audible alert when the Exceptions

Indicator box is updated. The Exceptions Indicator box is located on the Controller status bar. The sound that you hear is the sound that you chose for the exclamation event in Windows. Note that Threshold Highlighting does not use sound. It uses color only as an indicator of a threshold being met.

● Use Tooltips - Select this check box to make tooltips visible for the controls in the

Supervisor interface. For example, when you are working in the Supervisor Controller window, you can place your mouse cursor over a toolbar button and the system displays a yellow box that provides a brief description of that button.

● Use Taskbar Icon - Select this check box to have Supervisor place an icon in the system

tray.

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● Window Menu Sort Order - Use this option group to determine how items that are

displayed in the menu for system tray icon are sorted:

Start Order - Select this option to display the items in the system tray icon menu where the last item used appears at the top of the menu.

Alphabetical - Select this option to display the items in the system tray icon menu in alphabetical order.

Scripting tab

Use the Scripting tab to set the user ID used to run scripts, adjust the logging level, and set the file used for logging.

Scripting tab

This tab of the Options dialog contains the following controls:

● User ID - The login ID for a CMS user.

● Set User Button - Select this button to open the Save as Script - User Information

dialog box.

● Logging Level - This option group allows the following logging levels in configuring the

amount of information that is recorded during the use of scripting:

Minimum - The only activities that will be logged are errors and messages from Supervisor that would have been displayed to the window as if the user performed the scripted activity manually.

Normal - All of the above activities are logged plus the start and stop time of each task of the script. The script name is also included.

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Maximum - All of the above activities are logged plus additional information that may be useful for debugging a script. Any message that displays as the script runs is logged.

● Log File Path - Enter the path and filename of the logfile in this field. You may also use the

Browse button to the right of this field to select an existing file on the PC.

● Log File Size - This field determines how large the script log file can get before it is begins

replacing the oldest data. The field defaults to a value of 200KB.

● View Log Button - Select this button to view the script log file.

Report Colors tab

Use the Report Colors tab to set the colors that are used in your graphical reports.

This tab of the Options dialog contains the following controls:

● Scheme - This drop-down list box contains all of the existing color schemes available.

● Save As - Selecting this button saves any changes made in the color bar window as a new

scheme. See Creating a new report color scheme

on page 41 for instructions on creating

report color schemes.

● Remove - Selecting this button deletes the currently displayed scheme.

● Color window - This displays of 16 bars allows you to change the color and pattern of

each bar by performing a right-click on that bar.

● Background - There are two choices for the background color of reports:

White - Select this option to display a white background for all reports.

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Automatic - Select this option to have the background of all reports use the color scheme configured through Windows.

Creating a new report color scheme

To create a new color scheme for reports:

1. From the menu bar of the Controller window, select Tools > Options.

Supervisor displays the Options window.

2. Select the Report Colors tab.

3. From the Scheme drop-down list, select the color scheme you want to use as a basis for

the new color scheme.

Supervisor displays the configuration of the scheme in the color bar window.

Creating a new report color scheme

4. From the Background options, select White or Automatic.

5. Click the color bar (1 through 16) that you want to modify.

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Chapter 2: Configuring Avaya CMS Supervisor

6. If you want to modify the color, select the Change Color button and select the color through the Color dialog that is displayed.

7. If you want to modify the pattern, select the Change Pattern button and select the pattern from the resulting list.

8. Repeat Step 5 through Step 7 until you have updated all of the color bars that you want to modify.

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Threshold Colors tab

9. When you are done modifying color bars, select the Save As button.

Supervisor displays the Save Scheme As window.

Note:

Note: If you do not save the new color scheme using the Save As button, the changes

that you have made will overwrite the default color scheme that you modified.

10. Enter a name for this new color scheme in the text box.

11. Select OK to save this scheme.

To view the changes that you made to a color scheme at any point in the modification, select the Apply button. The current color scheme is then applied to any reports that are running.

Threshold Colors tab

Use the Threshold Colors tab to set the colors that are used in reports to notify you when exceptions thresholds are reached.

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This tab of the Options dialog contains the following controls:

● Scheme - This drop-down list box contains all of the existing color schemes available.

● Save As - Selecting this button saves any changes made in the color bar window as a new

scheme. See Creating a new threshold color scheme creating new color schemes.

● Remove - Selecting this button deletes the currently displayed scheme.

● View/set colors for report threshold indicators - This list box displays the states used

for exception thresholds. A graphical representation of the selected state is displayed in the area to the right.

● Color - Use the button to the right of this field to change the color for the selected

exception threshold state.

● Pattern - Use the button to the right of this field to change the graphical pattern applied for

the selected exception threshold state.

on page 44 for instructions on

Creating a new threshold color scheme

To create a new threshold color scheme for reports:

1. From the menu bar of the Controller window, select Tools > Options.

Supervisor displays the Options window.

2. Select the Threshold Colors tab.

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Creating a new threshold color scheme

3. From the Scheme drop-down list, select the color scheme you want to use as a basis for the new color scheme.

Supervisor displays the view of the scheme.

4. In the View/set colors for report threshold indicators list, select the item you want to change.

Supervisor displays the current setting for the selected item in the area to the right of the list box. The Color: and Pattern:/Background: fields display the respective settings for the current item.

5. If you want to change the color of the selected item, select the Change Color button at the right of the Color: field.

Supervisor displays the standard Color window from Windows allowing you to select the new color.

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6. If you want to change the pattern/background color for the selected item, select the button at the right of the Pattern:/Background: field.

Depending on the item selected, Supervisor will display either the pattern list or the Color window which allows you to select a new pattern or background color.

7. Repeat Steps 4 through 6 until you have updated all of the threshold element colors that you want to modify.

8. When you are done modifying the threshold element colors, select the Save As button.

Supervisor displays the Save Scheme As window:

9. In the text box, enter a name for this new threshold color scheme you have just created.

10. Select the OK button to save this new color scheme.

To view the changes that you made to a color scheme at any point in the modification, select the Apply button. The current color scheme is then applied to any reports that are running.

Name Format tab

Use the Name Format tab to choose or create formats for how CMS entities (splits/skills, ACDs, VDNs, vectors, trunks, trunk groups, call work codes, and AUX codes) are displayed in Supervisor. The display can be set to any one or a combination of {name} for Dictionary Name, {entity} for entity type, and {number} for entity number.

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Defining entity formats

Choose or create a name format using {name} for entity name (as entered in the Dictionary), {entity} for entity type, and {number} for entity number. These formats determine how items are displayed in reports. For example, if you select the name format of {entity}{number}, all of the entities that can be named in the Dictionary are displayed as the entity type and number instead of the name defined in the Dictionary. If you selected {name} as the name format, the names that are assigned to the entities in the Dictionary are displayed.

Defining entity formats

To define the name format for an entity:

1. From the Entity field, select the item for which you want to change the format.

2. In the Format field, use one of the following methods to select a format for the specified entity type:

● Manually enter the format that you want using the three possible types: {name},

{entity}, and/or {number}. It is not necessary to use a separator character between formats unless you want the separator to appear in the report. For example, if you want to display agent names and extension numbers on reports, enter {name} {number} in the Format box.

● Use the drop-down list to choose from a set of preformatted options.

The Example field provides an example of what the format looks like based on your current definition.

If you entered a nonstandard name format, it is not saved in the Format list.

3. Select OK to save your changes.

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Chapter 3: Using the Dictionary to name

contact center entities

This section provides information on procedures for using the Dictionary to administer names associated with contact center entities.

This section includes the following topics:

● About the Dictionary on page 50

● Before you begin on page 50

● Dictionary rules on page 51

● Searching the Dictionary on page 52

● ACD Groups on page 54

● ACDs on page 57

● Agent groups on page 61

● Agent string values on page 71

● Announcement names on page 75

● AUX reason code names on page 82

● Calculations on page 89

● Call work codes on page 96

● Constants on page 103

● Custom database items on page 109

● Generic string values synonyms on page 115

● Location IDs on page 117

● Login ID names on page 123

● Logout reason code names on page 129

● Split/skill string values on page 136

● Split/Skill names on page 141

● Standard database items on page 148

● Trunk group names on page 151

● Trunk string values on page 157

● VDN names on page 160

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Chapter 3: Using the Dictionary to name contact center entities

● Vector names on page 167

● Dictionary reports on page 173

About the Dictionary

The Dictionary subsystem is used to assign synonyms or names to contact center entities. The following list gives a short sample of the items used in the Dictionary:

● Login IDs

● Splits/skills

● Call work codes

● ACDs

● AUX reason codes

● Logout reason codes

● Trunk groups

● VDNs

● Vectors

The Dictionary also allows users to work with items in the database such as:

● Viewing standard database items

● Viewing standard calculations

● Creating and administering custom calculations

● Creating and administering constants

● Creating and administering custom database items

The names assigned through the Dictionary appear on reports to help users understand them better. The Dictionary also makes it possible for users to create agent groups, change agent splits/skills, and change trunk string values for reporting purposes. The Dictionary also provides a global search function to find any item within it.

Before you begin

If an ACD Group is selected as the current ACD in the Dictionary window, only those operations that are valid for the ACD Group will appear in the Operations: list.

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Dictionary rules

The following rules apply to the names assigned in the Dictionary:

● Dictionary names can have from 1 to 20 characters.

● Names (synonyms) must begin with an alphabetic character.

● Dictionary names can include the following characters:

Any alphanumeric character

Underscore (_)

Blank ( )

Comma (,)

Period (.)

Apostrophe (')

Plus sign (+)

Dictionary rules

● Blanks ( ) are allowed in all Dictionary names except:

Calculation names

Constant names

● Names must be unique within each section of the Dictionary for an ACD.

For example, you can name trunk group 1 as sales, and split/skill 1 as sales, but you cannot name split/skill 1 as sales and split/skill 2 as sales on the same ACD.

● Fields and entries made in the Dictionary are case-sensitive.

The following rules apply to the descriptions assigned in the Dictionary:

● Descriptions in the Dictionary can have from 1 to 50 characters.

● Descriptions can include all printable characters except:

Semicolon (;)

Backward slash (\)

Grave accent (`)

Tilde (~)

Double quotes (")

Pipe symbol (|)

Asterisk (*)

Question mark (?)

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Searching the Dictionary

The Dictionary contains a global search feature that can be used to find a wide variety of information. Some examples of the types of information you can search for in the dictionary are:

● A login ID or a group of login IDs

● A split, skill, or trunk group

● ACD names

● Database items

● Calculations

● Agent names

Permissions

To do a global search in the dictionary, you need write permissions for the Dictionary subsystem.

Steps

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

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2. In the Operations: list, highlight Global Search.

Supervisor displays the Dictionary Global Search Input window.

Note:

Note: Remember the following before entering search criteria:

You can search on any pattern

You can include an asterisk (*) or question mark (?) in your pattern

The search is case sensitive

3. In the Search for: field, enter the item name or pattern.

4. From the Actions menu, select Run.

Supervisor displays the Dictionary Global Search Results window.

Searching the Dictionary

Field Contents

Value matched Displays the matches for your pattern.

Field matched Displays the name of the field in the Dictionary that

corresponds to value matched.

In submenu The Dictionary submenu where your search pattern was

found.

Name The name that corresponds to the value matched.

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ACD Groups

This section provides information for viewing ACD Groups in the Dictionary. ACD Groups and the corresponding members can only be viewed through the Dictionary Operations window. Administration of ACD Groups is done through the Call Center Administration subsystem. The capability of viewing ACD Groups through the Dictionary subsystem allows those individuals who only run reports in the contact center to view which ACDs are defined within each ACD Group. This capability can assist these individuals in determining which ACD Groups should be used when running reports.

Note:

Note: ACD Groups cannot be selected to display information through standard CMS

reports. To run reports for ACD Groups, you will need to create custom reports through the CMS ASCII interface or have them created for you by contacting the Avaya Professional Services Organization.

This section contains the following topics:

● Before you begin on page 54

● Permissions on page 55

● Listing all ACD Groups on page 55

● Viewing the contents of an ACD Group on page 56

Before you begin

The following should be read and understood before working with ACD Groups in the Dictionary:

● If you add an ACD Group, you will need to log out of Supervisor and log back in to see this

group as a choice in the appropriate dialogs.

● An ACD Group cannot serve as the CMS master ACD.

● Overlapping ACD Groups (groups having common member ACDs), could result in

synonym conflict within the members of an ACD Group if poorly administered. Because of this capability, entity IDs in overlapping ACD Groups must be mutually exclusive.

● Entity synonyms must be unique for an ACD Group and across all of the ACDs that are

members of the ACD Group.

● User permissions are administered separately for an ACD Group and its member ACDs.

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● CMS real-time custom reports are only displayed if data collection is enabled and the ACD

link status is 'up' for at least one member ACD in the specified ACD Group. An error message will be displayed if these conditions are not met.

● Custom reports that are created with the Single ACD Only option enabled cannot be run

for an ACD Group and vice versa.

Permissions

Depending on the procedure that you want to perform, you need the following permissions:

● To view ACD Group names, you need read permissions for the Dictionary subsystem and

the ACD Group.

Listing all ACD Groups

To view all ACD Groups defined on the CMS server:

ACD Groups

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACD Groups.

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3. Select OK.

Supervisor displays the Dictionary ACD Groups window.

4. From the menu bar, select Actions > List all.

Supervisor displays the Dictionary ACD Groups List all window listing all ACD Groups defined on this CMS server.

Viewing the contents of an ACD Group

To view the ACDs assigned to an ACD Group:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACD Groups.

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ACDs

3. Select OK.

Supervisor displays the Dictionary ACD Groups window.

4. In the ACD Group Name: field, enter the name of the ACD Group that you want to view.

5. From the menu bar, select Actions > Find one.

Supervisor retrieves the information for the specified ACD Group, if valid.

6. From the menu bar, select Actions > Get contents.

Supervisor displays the Dictionary ACD Groups Get contents window which lists all ACDs assigned to this ACD Group.

ACDs

This section provides information on administering ACD names in the Dictionary. The Dictionary Operations window is used to assign names to real and pseudo ACDs. Generated reports will contain the ACDs names, rather than the assigned ACD numbers.

You can add, delete, or change an ACD name regardless of the ACD that you are currently logged in to. For example, you can be logged in to ACD 1 and change the name for ACD 3. This change does not appear on the changed window border of the ACD until you open a new window.

Important: The Dictionary naming rules apply to these procedures. See Dictionary rules on

This section contains the following topics:

Important:

page 51 for more information.

● Permissions on page 58

● Adding an ACD name on page 58

● Modifying an ACD name on page 59

● Deleting an ACD Name on page 60

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Permissions

Depending on the procedure that you want to perform, you need the following permissions:

● To add, delete, or modify the name of an ACD, you need write permissions for the

Dictionary subsystem and for the ACD.

● To view ACD names, you need read permissions for the Dictionary subsystem and for the

ACD.

Adding an ACD name

To add a name for an ACD to the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACDs.

3. Select OK.

Supervisor displays the Dictionary ACDs window.

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4. In the ACD Name: field, enter the name of the ACD or ACD Group that you want to add, delete, or change.

The name you assign to an ACD, pseudo ACD, or ACD Group in the Dictionary is displayed on all reports and window titles that are associated with that ACD.

5. In the ACD Number: field, enter a number between 1 and 38 to correspond with the new ACD name where 1 through 8 is reserved for real ACDs, 9 through 26 is reserved for pseudo-ACDs, and 27 through 38 is reserved for ACD Groups.

Any additional information about the ACD can be entered in the Description: field. Only 50 or fewer characters can be entered in this field.

6. To add your changes to the Dictionary, select Actions > Add.

Modifying an ACD name

To modify the name of an ACD in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

ACDs

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACDs.

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3. Select OK.

Supervisor displays the Dictionary ACDs window.

4. In the ACD Number: field, enter the number of the ACD, pseudo-ACD, or ACD Group that you want to modify.

5. From the Actions menu, select Find One.

6. In the ACD Name: field, enter the new name for the selected ACD.

7. To add your changes to the Dictionary, select Actions > Modify.

Deleting an ACD Name

Important:

Important: Deleting an ACD name from the Dictionary only removes the name of the ACD.

The ACD is then displayed as unnamed_acd n where n is the number of the ACD. No warnings are given during the process of deleting an ACD name. This procedure should not be performed unless you are certain that you want to delete the ACD name.

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To delete the name of an ACD in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACDs.

Agent groups

3. Select OK.

Supervisor displays the Dictionary window.

4. In the ACD Number: field, enter the number of the ACD, psuedo-ACD, or ACD Group for which you want to delete the name.

5. From the Actions menu, select Find One.

The name of the ACD is displayed in the ACD Name: field.

6. Select Actions > Delete to remove the ACD from the Dictionary.

Agent groups

This section provides procedures for creating and naming, copying, and deleting agent groups in the Dictionary using the Agent Groups window.

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Agents can be grouped for reporting purposes, without regard to the split/skill assignment for the agent. For example, you can create a group for new employees or a group for employees with special skills.

This section contains the following topics:

● Permissions on page 62

● Adding an agent group on page 63

● Listing agents in an agent group on page 64

● Copying an existing agent group to a new name on page 66

● Adding agents to an existing agent group on page 67

● Deleting agents in an existing agent group on page 69

● Deleting an agent group on page 70

Permissions

Depending on the procedure that you want to perform, you need the following permissions:

● To add, delete, or modify agent groups, you need write permissions for the Dictionary

subsystem.

● To view agent groups, you need read permissions for the Dictionary subsystem.

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Adding an agent group

To add an agent group to the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

Agent groups

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which you want to create the agent group.

4. Select OK.

Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the new agent group.

6. To add the agent group to the Dictionary, select Actions > Add.

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7. To add the Login IDs for this agent group, select Actions > Get Contents.

Supervisor displays the Agent Groups-Get Contents window.

8. Enter the Login IDs for the new group.

9. To add the Login IDs to the Dictionary for this agent group, select the Actions > Add.

Listing agents in an agent group

To list the agents defined in an agent group in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.

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4. Select OK.

Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the agent group.

6. From the Actions menu, select Get contents.

Supervisor displays the Agent Groups-Get Contents window.

Agent groups

7. From the Actions menu, select List All.

Supervisor displays the Dictionary Agent Groups-Get Contents-List All window listing the agents in the group.

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Copying an existing agent group to a new name

To copy an existing agent group in the Dictionary to a new name:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.

4. Select OK.

Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the new agent group.

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6. From the Actions menu, select Copy Group.

Supervisor displays the Dictionary-Agent Groups-Copy window.

7. In the Copy from: field, enter the name of the agent group that you want to copy.

8. From the Actions menu, select Copy Group.

The new agent group is automatically populated with all the agents from the copied group.

Adding agents to an existing agent group

Agent groups

To add agents to a group that already exists in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.

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4. Select OK.

Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the agent group to which you will add agents.

6. From the Actions menu, select Get Contents.

Supervisor displays the Dictionary-Agent Groups-Get Contents window.

7. Enter the Login IDs that you want to add to this group.

8. From the Actions menu, select Add.

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Deleting agents in an existing agent group

To delete agents from an existing group in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

Agent groups

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.

4. Select OK.

Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the agent group from which agents will be deleted.

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6. From the Actions menu, select Get contents.

Supervisor displays the Agent Groups-Get Contents window.

7. Enter the Login IDs to delete from this group.

8. From the Actions menu, select Delete.

Deleting an agent group

To delete an agent group from the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.

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4. Select OK.

Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the agent group to delete.

6. From the Actions menu, select Delete.

The selected agent group name is removed from the Dictionary.

Agent string values

Agent string values are the descriptive words in reports that correspond with agent states. These words, such as ACD, ACW, or AUX, describe the value of the data. Strings are changed to the values you administer when they are displayed as data in a report. The report heading is not affected.

This section contains the following topics:

● Permissions on page 71

● Changing agent string value descriptions on page 72

● Agent string value field descriptions on page 74

Permissions

Depending on the procedure that you want to perform, you will need the following permissions:

● To modify agent string values, you need write permissions for the Dictionary subsystem.

● To view agent string values, you need read permissions for the Dictionary subsystem.

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Changing agent string value descriptions

To change agents string value descriptions in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent String Values.

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Agent string values

3. In the ACD: field, select the ACD or ACD Group that you want to modify.

Supervisor displays the Dictionary Agent String Values window.

4. Enter a new descriptive word in the field that you want to change. See Agent string value

field descriptions on page 74 for field descriptions.

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Agent string value field descriptions

The following table describes the fields for the agent string values:

Field Description

Work Mode To change any of the work-mode default names, enter the new

descriptive word in the appropriate work mode field. Agents can be in any one of the following work modes:

● ACD - The agent is on an ACD call.

● ACW - The agent is in the after-call work mode.

● AUX - The agent is in the auxiliary work mode.

● AVAIL - The agent is available to take an ACD call.

● DACD - The agent is on a direct agent ACD call.

● DACW - The agent is in the after-call work mode for a direct agent

ACD call.

● OTHER - The agent has just logged in and CMS has not yet been

notified of the agent's state, or the agent is dialing to place an extension call while in auto-in/manual-in (AI/MI), or the agent is in AI/MI and has an extension call ringing, or the agent has put a call on hold and has taken no further call-related action.

● RINGING - An ACD call is ringing at the agent's voice terminal and

the agent is not doing anything else.

● UNKNOWN - CMS does not recognize the current state.

● UNSTAFF - The agent is not logged in (is not staffed).

Agent Trace Work Mode

To change the agent trace, work-mode default names, enter the new descriptive word next to LOGON or LOGOFF.

● LOGON - An agent is logged in.

● LOGOFF - An agent is logged out and is not available to take ACD

calls.

Call Handling Preference

To change the call-handling preference default names, enter the new descriptive word next to LEVEL, NEED, or PERCENT.

● LEVEL - The agent's call-handling preference is by skill level.

● NEED - The agent's call-handling preference is by greatest need.

● PERCENT - The agent's call-handling preference is based on an

assigned percentage of time allocated to each skill.

Reserve Level To change the reserve-level default names, enter the new descriptive

word next to Rsv1 or Rsv2.

● Rsv1 - The agent begins answering calls when the skill's 1st

threshold is crossed.

● Rsv2 - The agent begins answering calls when the skill's second

threshold is crossed.

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Announcement names

Field Description

Call Direction To change the call-direction default names, enter the new descriptive

word next to IN or OUT.

● IN - The agent is on an incoming call.

● OUT - The agent is on an outbound call.

Call Origination To change the call-origination default names, enter the new

descriptive word next to PHONE or KEYBOARD. Agents can be on either type of the following outbound calls:

● PHONE - The agent dialed an outbound call using the voice

terminal dial pad.

● KEYBOARD - The agent dialed an outbound call using the

computer keyboard.

Call Destination To change the call-destination default names, enter the new

descriptive word next to PBX or OFF.

● PBX - Internal to the switch.

● OFF - External to the switch.

Agent Role To change the agent role default names, enter the new descriptive

word next to TOP, ALLOCATED, BACKUP, ROVING, or RESERVE.

● TOP - The agent can be counted on to answer the skill's calls

(unless an agent's other skills go into overload).

● ALLOCATED - The agent has a percentage of his/her time

allocated to answering the skill's calls.

● BACKUP - The agent helps to answer the skill's calls when his/her

top skill is not busy.

● ROVING - The agent answers a skill's calls when this skill has the

greatest need.

● RESERVE - The agent helps answer the skill's calls when the skill

is over threshold. These roles vary according to call-handling preference.

Announcement names

This section provides information on working with announcement names in the Dictionary. Announcements are recorded messages that are played for callers. Announcement names are synonyms assigned to these recorded messages in the Dictionary.

This section contains the following topics:

● Permissions on page 76

● Before you begin on page 76

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● Adding an announcement name on page 77

● Viewing an announcement name on page 78

● Listing all announcement names for an ACD on page 79

● Modifying an announcement name on page 80

● Deleting an announcement name on page 81

Permissions

Depending on the procedure that you want to perform, you need the following permissions:

● To view announcement names, you need read permissions for the Dictionary subsystem.

● To add, delete, or modify announcement names, you need write permissions for the

Dictionary subsystem.

Before you begin

The following items should be read and understood before working with announcement names in the Dictionary:

● Announcement names must be unique.

● Multiple values are not allowed for announcement names or numbers.

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Adding an announcement name

To add a name for an announcement to the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

Announcement names

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.

4. Select OK.

Supervisor displays the Dictionary Announcements window.

5. In the Announcement Name: field, enter the name that you want to assign to the announcement.

6. In the Announcement Number: field, enter a number that will correspond with the announcement name.

Any additional information about the announcement can be entered in the Description: field. Only 50 or fewer characters can be entered in this field.

7. From the Action menu, select Add.

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Viewing an announcement name

To view an announcement name in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.

4. Select OK.

Supervisor displays the Dictionary Announcements window.

5. To find an announcement name to view, only one of the fields requires an announcement to be specified. Perform one of the following actions to specify an existing announcement in the Dictionary:

● In the Announcement Name: field, enter the synonym name of the announcement.

● In the Announcement Number: field, enter the number of the announcement.

6. From the Action menu, select Find One.

Supervisor retrieves and displays the data for the specified announcement, if valid.

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Listing all announcement names for an ACD

To list all announcement names that are defined in the Dictionary for an ACD:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

Announcement names

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.

4. Select OK.

Supervisor displays the Dictionary Announcements window.

5. From the Action menu, select List All.

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Modifying an announcement name

To modify an announcement name in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.

4. Select OK.

Supervisor displays the Dictionary Announcements window.

5. To find an announcement name to modify, only one of the fields requires an announcement to be specified so that it can be found. Perform one of the following actions to specify an existing announcement in the Dictionary:

● In the Announcement Name: field, enter the name of the announcement.

● In the Announcement Number: field, enter the number of the announcement.

6. From the Action menu, select Find One.

Supervisor retrieves and displays the data for the specified announcement, if valid.

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7. In the Announcement Name: field, enter the new announcement name.

8. From the Action menu, select Modify.

Deleting an announcement name

To delete an announcement name in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

Announcement names

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.

4. Select OK.

Supervisor displays the Dictionary Announcements window.

5. To find an announcement name to delete, only one of the fields requires an announcement to be specified so that it can be found in the Dictionary. Perform one of the following actions to specify an existing announcement in the Dictionary:

● In the Announcement Name: field, enter the name of the announcement.

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● In the Announcement Number: field, enter the number of the announcement.

6. From the Action menu, select Find One.

Supervisor retrieves and displays the data for the specified announcement, if valid.

7. From the Action menu, select Delete.

AUX reason code names

This section provides information on working with AUX reason code names in the Dictionary. AUX reason codes enable a contact center to track an agent's time more precisely when the agent is in the AUX work mode. The agent can specify exactly why the AUX state is used, such as for lunch or meetings. You can view, add, delete, or change AUX reason code names by selecting AUX Reason Codes from the Dictionary menu.

Complete the AUX Reason Codes window if you want names associated with your AUX reason codes to appear in the AUX Reasons Code standard real-time and historical reports.

This section contains the following topics:

● Permissions on page 82

● Before you begin on page 83

● Adding an AUX reason code name on page 83

● Viewing an AUX reason code name on page 84

● Listing all AUX reason code names on page 85

● Modifying an AUX reason code name on page 87

● Deleting an AUX reason code on page 88

Permissions

Depending on the procedure that you want to perform, you need the following permissions:

● To view AUX reason codes, you need read permissions for the Dictionary subsystem.

● To add, delete, or modify AUX reason codes, you need write permissions for the Dictionary

subsystem.

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Before you begin

The following items should be read and understood before working with AUX reason code names in the Dictionary:

● To use AUX reason codes, your switch must have EAS.

● AUX reason codes are single digits, 0 through 9.

● AUX reason code names can be up to 20 characters long.

● AUX reason code 0 is used for cases in which the switch automatically puts an agent into

AUX work mode. You can change this name.

● Names must be unique within an ACD. No two AUX reason codes in the same ACD can

have the same name.

● If you make changes to the AUX reason code names you must restart any report that uses

AUX reason codes to see the changes.

AUX reason code names

Adding an AUX reason code name

To add a name in the Dictionary for an AUX reason code:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the AUX Reason Codes reside.

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4. Select OK.

Supervisor displays the Dictionary AUX Reason Codes window.

5. In the AUX Reason Code name: field, enter the name for the AUX reason code.

6. In the AUX Reason Code: field, enter the one-digit AUX reason code number, between 0 and 9.

Any additional information about the AUX reason code can be entered in the Description: field. Only 50 or fewer characters can be entered in this field.

7. From the Action menu, select Add.

Viewing an AUX reason code name

To view the name of an AUX reason code in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the AUX Reason Codes reside.

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4. Select OK.

Supervisor displays the Dictionary AUX Reason Codes window.

5. To find an AUX reason code name to view, only one of the fields requires an AUX reason code to be specified. Perform one of the following actions to specify an existing AUX reason code in the Dictionary:

● In the AUX Reason Code name: field, enter the name for the AUX reason code.

● In the AUX Reason Code: field, enter the one-digit AUX reason code number,

between 0 and 9.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified AUX reason code, if valid.

Listing all AUX reason code names

To list all AUX reason code names in the Dictionary for an ACD:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

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3. In the ACD: field, enter the ACD or ACD Group on which the AUX Reason Codes reside.

4. Select OK.

Supervisor displays the Dictionary AUX Reason Codes window.

5. From the Actions menu, select List All.

Supervisor displays the Dictionary AUX Reason Codes - List All window.

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Modifying an AUX reason code name

To modify an AUX reason code name in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

AUX reason code names

2. In the Operations: list, highlight AUX Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the AUX reason codes reside.

4. Select OK.

Supervisor displays the Dictionary AUX Reason Codes window.

5. To find an AUX reason code name to modify, only one of the fields requires an AUX reason code name to be specified. Perform one of the following actions to specify an existing AUX reason code name in the Dictionary:

● In the AUX Reason Code name: field, enter the name for the AUX reason code.

● In the AUX Reason Code: field, enter the one-digit AUX reason code number,

between 0 and 9.

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6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified AUX reason code, if valid.

7. In the AUX Reason Code name: field, enter the new name for the AUX reason code.

8. From the Actions menu, select Modify.

Supervisor updates the name for the AUX reason code in the database.

Deleting an AUX reason code

To delete an AUX reason code name from the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the AUX reason codes reside.

4. Select OK.

Supervisor displays the Dictionary AUX Reason Codes window.

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5. To find an AUX reason code name to delete, only one of the fields requires an AUX reason code to be specified. Perform one of the following actions to specify an existing AUX reason code in the Dictionary:

● In the AUX Reason Code name: field, enter the name for the AUX reason code.

● In the AUX Reason Code: field, enter the one-digit AUX reason code number,

between 0 and 9.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified AUX reason code, if valid.

7. From the Actions menu, select Delete.

Supervisor removes the specified AUX reason code from the Dictionary.

Calculations

Calculation names are abbreviated names for the calculations in the database that are used to create reports. You can view standard calculations or create your own custom calculations to use in custom reports. The names for calculations used in standard reports already exist in the Dictionary.

This section contains the following topics:

● Permissions on page 89

● Before you begin on page 90

● Viewing a calculation on page 91

● Listing all calculations on page 92

● Adding a calculation on page 93

● Modifying a custom calculation on page 94

● Deleting a custom calculation on page 95

Permissions

Depending on the procedure that you want to perform, you need the following permissions:

● To view calculations, you need read permissions for the Dictionary subsystem.

● To create, delete or modify a custom calculation, you need write permissions for the

Dictionary subsystem.

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Before you begin

The following items should be read and understood before changing calculations in the Dictionary:

● Calculations must be one word with no blanks.

● Reports will not run if you embed calculations more than three levels deep.

● Standard calculations cannot be deleted.

The standard CMS calculations are listed in the following documents:

Avaya CMS Database Items and Calculations

Avaya CMS Supervisor Report Designer User Guide

Avaya CMS Supervisor Reports

Avaya CMS Custom Reports

● It is recommended that you identify your own calculations in all lowercase letters to

distinguish them from the standard CMS calculations, which are in all uppercase letters.

● If you delete a custom calculation from the Dictionary, any reports that it appeared in will

not run.

● You can adversely affect standard reports if you change a standard CMS calculation.

Reports will probably run, but the results may be different from those expected.

● Reports will not run if you create calculations that reference each other in a circular

fashion. For example, assume that CALC_1 uses CALC_2 in its processing. If CALC_2 then uses CALC_1 in its processing, this creates a circular pattern where processing cannot be completed.

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Viewing a calculation

To view a calculation in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

Calculations

2. In the Operations: list, highlight Calculations.

3. Select OK.

Supervisor displays the Dictionary Calculations window.

4. To find a calculation to view, only one of the fields requires a calculation to be specified. Perform one of the following actions to specify an existing database calculation in the Dictionary:

● If you know the name of the calculation, enter it in the Calculation name: field.

● If you do not know the name of the calculation, perform the following steps to view all

the calculations alphabetically:

1. Leave all the fields in the Dictionary Calculations window blank, and from the

Actions menu, select Find One.

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2. Use the Next or Previous buttons to move through the list of existing calculations.

Listing all calculations

To list all calculations in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Calculations.

3. Select OK.

Supervisor displays the Dictionary Calculations window.

4. From the Actions menu, select List All.

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Adding a calculation

To add a calculation in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

Calculations

2. In the Operations: list, highlight Calculations.

3. Select OK.

Supervisor displays the Dictionary Calculations window.

4. Enter the name of the calculation in the Calculation name: field.

Important:

Important: Use lowercase letters in the name to distinguish this custom calculations from a

standard CMS calculation.

5. In the Calculation: field, enter the formula for the calculation.

Formulas can include:

● Database items

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● Constants

● Calculations (the maximum nesting level is 3)

● The following arithmetic operators:

+ (add)

- (subtract)

* (multiply)

/ (divide)

( ) (do first, as in standard mathematical operations)

Any additional information about the calculation can be entered in the Description: field. Only 50 or fewer characters can be entered in this field.

6. From the Actions menu, select Add.

The custom calculation is added to the Dictionary.

Modifying a custom calculation

Important:

Important: Modifying a standard CMS calculation is not recommended. If you modify a

standard CMS calculation, the meaning of that calculation is changed in every report in which it appears.

To modify a custom calculation:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Calculations.

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3. Select OK.

Supervisor displays the Dictionary Calculations window.

4. Enter the name of the custom calculation in the Calculation name: field.

5. From the Actions menu, select Find One.

6. In the Calculation: field, enter the new formula.

Any changes to the descriptive information, can be entered in the Description: field.

7. From the Actions menu, select Modify.

Calculations

Deleting a custom calculation

To delete a custom calculation:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Calculations.

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3. Select OK.

Supervisor displays the Dictionary Calculations window.

4. Enter the name of the custom calculation in the Calculation name: field.

5. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified calculation, if valid.

6. From the Actions menu, select Delete.

The specified calculation is removed from the Dictionary.

Call work codes

Call work codes are numeric sequences that are entered by agents to categorize the type of call that they have just received or are currently handling. By entering call work codes, agents can assign one of many defined categories to the calls which can be later viewed in detail through reports. The call work codes are defined in the Dictionary and can be used to represent any type of call in which there is an interest in tracking, such as complaints, special sales, promotional events, and so forth. Up to five call work codes can be assigned to each call. You can view, add, delete, or modify call work codes and their names from the Call Work Codes window. These names then appear in the standard Call Work Code historical report.

This section contains the following topics:

● Permissions on page 97

● Before you begin on page 97

● Adding a name to a call work code on page 98

● Viewing a call work code name on page 99

● Listing all call work code names on page 100

● Modifying a call work code name on page 101

● Deleting a call work code name on page 102

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Permissions

Depending on the procedure that you want to perform, you need the following permissions:

● To view call work code names, you need read permissions for the Dictionary subsystem.

● To add, delete or modify call work code names, you need write permissions for the

Dictionary subsystem.

Before you begin

The following items should be read and understood before changing call work codes in the Dictionary:

● Call work codes must be activated on the ACD before the administration and naming of

them can be performed.

● Call work codes require storage space on the CMS file system. The number of call work

codes available on a system must be configured through the Data Storage Allocation window. See Chapter 10: information.

Call work codes

Configuring CMS system settings on page 429 for more

● Call Work Code 0 is reserved for unadministered work codes so that summary data can

be collected. The default name for Call Work Code 0 is Unadministered codes, but this name can be modified.

● Even though call work codes can be up to 16 digits in length, a Dictionary name can only

be assigned to a call work code that is 9 digits in length.

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Adding a name to a call work code

To add a name to a call work code:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Call Work Codes.

3. In the ACD: field, enter the ACD on which the call work code resides.

4. Select OK.

Supervisor displays the Dictionary Call Work Codes window.

5. In the Call work code name: field, enter the name of the of the new call work code.

6. In the Call work code: field, enter the number of the of the new call work code.

7. From the Actions menu, select Add.

The specified call work code and its associated name is added to the Dictionary.

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Viewing a call work code name

To view the name assigned to a call work code in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

Call work codes

2. In the Operations: list, highlight Call Work Codes.

3. In the ACD: field, enter the ACD on which the call work code resides.

4. Select OK.

Supervisor displays the Dictionary Call Work Codes window.

5. To find a call work code name to view, only one of the fields requires a call work code to be specified. Perform one of the following actions to specify an existing call work code in the Dictionary:

● In the Call work code name: field, enter the name of the call work code.

● In the Call work code: field, enter the number of the of the call work code.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified call work code, if valid.

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Listing all call work code names

To list all call work code names in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Call Work Codes.

3. In the ACD: field, enter the ACD on which the call work codes reside.

4. Select OK.

Supervisor displays the Dictionary Call Work Codes window.

5. From the Actions menu, select List All.

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