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Avaya Call Management System
Release 14
Administration
07-601585
July 2007
© 2007 Avaya Inc. All Rights Reserved.
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.
Warranty
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 LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF 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.
Copyright
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/
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
Contents
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 |
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 |
|
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 5 |
Contents |
|
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 |
Login ID names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . |
123 |
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 |
6 Administration |
July 2007 |
|
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 |
Administration |
July 2007 7 |
Contents |
|
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 |
8 Administration |
July 2007 |
|
Contents |
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 |
Administration |
July 2007 9 |
Contents |
|
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 |
10 Administration |
July 2007 |
|
Contents |
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 |
Administration |
July 2007 11 |
Contents |
|
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 |
12 Administration |
July 2007 |
|
Contents |
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 |
Administration |
July 2007 13 |
Contents |
|
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 |
14 Administration |
July 2007 |
|
Contents |
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 |
Administration |
July 2007 15 |
Contents |
|
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 |
16 Administration |
July 2007 |
|
|
Contents |
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 |
Administration |
July 2007 17 |
Contents
18 Administration |
July 2007 |
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
Administration |
July 2007 19 |
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
20 Administration |
July 2007 |
Conventions and terminology
●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.
!CAUTION:
Caution statements call attention to situations that can result in harm to software, loss of data, or an interruption in service.
!WARNING:
Warning statements call attention to situations that can result in harm to hardware or equipment.
!DANGER:
Danger statements call attention to situations that can result in harm to personnel.
!SECURITY ALERT:
Security alert statements call attention to situations that can increase the potential for unauthorized use of a telecommunications system.
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®.
Administration |
July 2007 21 |
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:
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
22 Administration |
July 2007 |
Related documentation
Related documentation
You might find the following Avaya CMS documentation useful. This section includes the following topics:
●Change description on page 23
●Administration documents on page 23
●Software documents on page 24
●Hardware documents on page 24
●Call Center documents on page 24
●Avaya CMS upgrade documents on page 25
●Documentation Web sites on page 26
Change description
For information about recent changes made in Avaya CMS, see:
●Avaya Call Management System Release 14 Change Description, 07-601579
Administration documents
For more information about Avaya CMS administration, see:
●Avaya Call Management System Release 14 Administration, 07-601585
●Avaya Call Management System (CMS) Release 14 Database Items and Calculations,
07-601591
●Avaya Call Management System Supervisor Release 14 Reports, 07-601590
●Avaya Call Management System (CMS) Supervisor Release 14 Installation and Getting Started, 07-601587
●Avaya Call Management System High Availability User Guide, 07-300066
●Avaya Call Management System High Availability Connectivity, Upgrade and Administration, 07-600957
Administration |
July 2007 23 |
Preface
Software documents
For more information about Avaya CMS software, see:
●Avaya Call Management System Release 14 Software Installation, Maintenance, and Troubleshooting Guide, 07-601578
●Avaya CMS Open Database Connectivity Version 5.2, 07-601580
●Avaya Call Management System Release 14 LAN Backup User Guide, 07-601589
●Avaya Call Management System Release 14 External Call History Interface, 07-601586
●Avaya CMS Custom Reports, 585-215-822
●Avaya CMS Forecast User Guide, 585-215-825
●Avaya Call Management System (CMS) Supervisor Release 14 Report Designer, 07-601588
●Avaya Business Advocate Reports, 07-601618
Hardware documents
For more information about Avaya CMS hardware, see:
●Avaya Call Management System Sun Netra 210 Computer Hardware Installation, Maintenance, and Troubleshooting, 07-600963
●Avaya Call Management System Sun Fire V880/V890 Computer Hardware Installation, Maintenance, and Troubleshooting, 07-600965
●Avaya Call Management System Sun Blade 100/150 Workstation Hardware Installation, Maintenance, and Troubleshooting, 07-600964
●Avaya Call Management System Terminals, Printers, and Modems, 585-215-874
Call Center documents
For more information about Avaya Call Center documents, see:
●Avaya Call Management System Switch Connections, Administration, and Troubleshooting, 07-601582
24 Administration |
July 2007 |
Related documentation
Avaya CMS upgrade documents
There are several upgrade paths supported with Avaya CMS. There is a document designed to support each upgrade.
This section includes the following topics:
●Base load upgrades on page 25
●Platform upgrades and data migration on page 25
●Avaya Call Management System Upgrade Express (CUE) on page 25
Base load upgrades
Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, r14ak.g to r14al.k). A specific set of instructions is included with the upgrade. The
Avaya Call Management System Release 14 Base Load Upgrade document is shipped to the customer site with the CMS software CD-ROM as part of a Product Correction Notice (PCN).
Platform upgrades and data migration
Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Netra 210). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V11 to R14).
For more information about platform upgrades and data migration, see:
●Avaya Call Management System Release 14 Platform Upgrade and Data Migration, 07-601581
Avaya Call Management System Upgrade Express (CUE)
Use CUE when CMS is being upgraded from an earlier version (for example, R3V11) to the latest version (for example, R14).
A specific set of upgrade instructions is included with the upgrade. The Avaya Call Management System Release 14 CMS Upgrade Express (CUE) for Sun Computers document is included on the CUE software CD-ROM that is shipped to the customer site with the CUE kit.
For information about customer requirements for CUE upgrades, see:
●Avaya Call Management System Release 14 CMS Upgrade Express (CUE) Customer Requirements, 700419930
Administration |
July 2007 25 |
Preface
Documentation Web sites
For Avaya product documentation, go to http://www.avayadocs.com. Additional information about new software or hardware updates will be contained in future issues of this book. New issues of this book will be placed on the Web site when available.
Use the following Web sites to view related support documentation:
●Information about Avaya products and service http://www.avaya.com
●Sun hardware documentation http://docs.sun.com
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 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.
26 Administration |
July 2007 |
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
Administration |
July 2007 27 |
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:
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:
28 Administration |
July 2007 |
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 on page 29.
CMS data storage
The following figure illustrates how CMS stores data.
Administration |
July 2007 29 |
Chapter 1: Introduction
Communication Server |
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Data |
CMS processor |
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ACD# |
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Real-time database
Current interval data
|
Agent |
Split |
Trunk |
Trunk |
Vector |
VDN |
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Call |
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work |
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(cagent) |
(csplit) |
(ctrunk) |
group |
(cvector) |
(cvdn) |
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codes |
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(ctkgrp) |
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(ccwc) |
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Previous interval data
Agent |
Split |
Trunk |
Trunk |
Vector |
VDN |
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Call |
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work |
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(pagent) |
(psplit) |
(ptrunk) |
group |
(pvector) |
(pvdn) |
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codes |
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(ptkgrp) |
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(pcwc) |
The current interval data is archived at the end of the interval to the previous interval data
The previous |
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Historical database |
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interval data is |
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Intrahour historical data |
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archived at the |
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end of the interval |
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Call |
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to the intrahour |
Agent |
Split |
Trunk |
Trunk |
Vector |
VDN |
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historical data |
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work |
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(hagent) |
(hsplit) |
(htrunk) |
group |
(hvector) |
(hvdn) |
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codes |
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(htkgrp) |
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(hcwc) |
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Intrahour data is |
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summarized into |
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Daily historical data |
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daily data. |
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Agent |
Split |
Trunk |
Trunk |
Vector |
VDN |
Call |
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work |
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(dagent) |
(dsplit) |
(dtrunk) |
group |
(dvector) |
(dvdn) |
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codes |
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Daily |
data is |
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(dtkgrp) |
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summarized into |
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(dcwc) |
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weekly data and |
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monthly data |
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Weekly historical data |
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Agent |
Split |
Trunk |
Trunk |
Vector |
VDN |
Call |
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Weekly data is |
work |
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summarized at |
(wagent) |
(wsplit) |
(wtrunk) |
group |
(wvector) |
(wvdn) |
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codes |
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the end of your |
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(wtkgrp) |
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designated week. |
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(wcwc) |
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Monthly historical data |
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Agent |
Split |
Trunk |
Trunk |
Vector |
VDN |
Call |
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Monthly data is |
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work |
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summarized on |
(magent) |
(msplit) |
(mtrunk) |
group |
(mvector) |
(mvdn) |
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codes |
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the first day of |
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(mtkgrp) |
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the month for the |
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(mcwc) |
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previous month. |
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30 Administration |
July 2007 |
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