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Contact Center BCM Rls 6.0
User Manual
130 pgs2.91 Mb0

Avaya Contact Center BCM Rls 6.0 User Manual

BCM Rls 6.0
Contact Center
Task Based Guide
Copyright © 2010 Avaya Inc. All Rights Reserved.
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NN40011-023 Issue 1.2 BCM Rls 6.0 3
Table of Contents
Contact Center .................................................................. 7
Overview .......................................................................................... 7
Contact Center Capacities ................................................................................. 8
Required Setup Information ............................................................. 9
Enabling keycodes ............................................................................................. 9
Flowchart ....................................................................................... 10
Agent Handset Button Programming ............................................. 11
Agent Passwords ............................................................................................. 12
Obtaining Control DN’s .................................................................. 12
Accessing CallPilot Manager ......................................................... 14
Accessing CallPilot Manager from Element Manager ..................................... 14
Accessing CallPilot Manager from Internet Explorer ....................................... 18
General Properties ......................................................................... 20
Creating Agents ............................................................................. 23
Adding Individual Agents ................................................................................. 23
Adding Many Agents ........................................................................................ 30
Recording Contact Center Greetings ............................................. 36
Recording a Greeting ....................................................................................... 37
Importing & Exporting Greetings ...................................................................... 39
Exporting a Greeting, Name or Prompt ........................................................... 42
Skillset Configuration ..................................................................... 44
Setting the Skillset Properties .......................................................................... 44
Skillset Mailbox Initialisation ............................................................................ 48
Assigning Agents to Skillsets ........................................................................... 49
To assign an Agent to a Skillset ...................................................................... 49
Day/Night Routing Tables ................................................................................ 52
To Create Day/Night Routing Tables ............................................................... 53
Configuring Service Modes .............................................................................. 60
Setting the Service Mode for Skillsets ............................................................. 62
Configuring Overflows ..................................................................................... 64
Assigning Lines to the Skillset ....................................................... 70
Enabling the Skillset ...................................................................... 71
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Advanced Configuration ................................................ 74
Ensuring Lines Are Answered by Contact Center .......................... 72
Expected Waiting Time (EWT) ....................................................... 74
Expected Waiting Time Calculation ................................................................. 74
Expected Waiting Time Configuration ............................................................. 74
Recording the Expected Waiting Time Greetings ............................................ 75
Creating an Expected Waiting Time Table ...................................................... 76
Configuring an Expected Waiting Time Table to Utilise a Greeting Step of
a Day/Night Routing Table ............................................................................... 82
CCR Trees and the Contact Center ............................................... 85
CLID & Dialled Number Routing .................................................... 86
Caller Input Rules Tables ............................................................... 90
Activity Codes ................................................................................ 99
Creating or Changing an Activity Code ......................................................... 100
Importing Activity Codes ................................................................................ 102
Monitoring Call Activity................................................................. 108
Monitoring Agent Calls ................................................................................... 108
Setting up Silent Monitoring ........................................................................... 108
Feature 905 - Monitoring Agents ................................................................... 109
Factors for Monitoring Agents ........................................................................ 109
Silent Monitoring of Agents ............................................................................ 109
Agents Requesting Help During a Monitoring Session.................................. 111
Requesting Help from a Supervisor ............................................. 111
Requesting Help – Agents View .................................................................... 112
Requesting Help – Supervisors View ............................................................ 113
Monitoring Skillsets ........................................................................................ 115
Silent Record-a-Call ..................................................................... 116
Adding an External Network Location for the Silent Record a Call Facility. .. 118
Fallback Configuration ................................................................. 121
Troubleshooting ............................................................ 127
General Tips ................................................................................ 127
Contact Center General Parameters ........................................... 128
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Avaya Documentation Links ........................................ 130
Features Not to use While You are Logged on ............................ 128
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Contact Center
Overview
Business Communications Manager utilises Intelligent Contact Center, which is the evolution of the existing Contact Center capability on the BCM.
Contact Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller.
Calls can be routed based on:
the origin of the call the destination of the call or the information entered by the caller
Callers can be given:
high or low priorities.
Callers can overflow to:
different groups or skillsets of agents transfer out of the system leave a message hear announcements or informative messages.
You set up and operate Contact Center through CallPilot Manager, the web­based interface, and from a display telephone.
When customers purchase the Intelligent Contact Center, and then purchase the number of agents, skillsets, reporting and Multimedia as required.
This allows the customer to choose the specific number of agents and skillsets that their business currently requires. With an option to increase as the business needs increase.
NN40011-023 Issue 1.2 BCM Rls 6.0 7
Features
Intelligent Contact Center for BCM50
Intelligent Contact Center for BCM 450
Skillsets
Default 1, maximum 30
Default 1 maximum 50
Configured agents (available agent IDs)
Maximum 100
Maximum 250
Active agents (includes supervisors) Active agents are agents who are logged on to one skillset or a combination of skillsets
Default 2, maximum 50
Default 2 maximum 80 Dynamic agent priority levels
20
20
Dynamic call priority levels
20
20
Active calls in all skillsets
30
100
Maximum active calls per skillset
30
100
Maximum lines configured for Contact Center
30
100
Voice ports (shared with CallPilot or dedicated)
Minimum 2, default 10, maximum 10
Minimum 2 default 10 maximum 32
Routing tables per skillset
2
2
Greetings
50
150
Maximum time per greeting
30 mins
1000 mins
Maximum time for all greetings
1500 mins
370 hours/Gigabyte
Steps per routing table
20
20
Overflow rules per skillset
20
20
Skillset mailboxes
Default 0, Maximum 30
Default 0 Maximum 50
Supervisor functionality including call monitoring
Silent monitor
Silent monitor
Supervisor Help
Available with Silent Monitor.
Available with Silent Monitor
Maximum simultaneous monitoring sessions
6 6 Caller Input Tables
30
50
Basic Intelligent Caller Input Routing: the ability to route a call to an Operator Auto Attendant skillset mailbox or CCR Tree
Available
Available
Advanced Intelligent Caller Input Routing: the ability to route a call based on multi-digit fixed or variable strings
Available
Available
Delegated Contact Center Administration: the System Administrator can create a password to give a Contact Center Administrator or supervisor access to Contact Center administration
Available
Available
Intelligent Overflow Routing: rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a mailbox the Auto Attendant or an Operator
Available
Available
Intelligent CLID/DNIS Routing
1000 rules
1000 rules
Overflow skillsets
Default 0, maximum 29
Default 0 maximum 49
Service Mode: you specify the start and end times for the day and night skillset for each day of the week
Available
Available Limited Feature 983 telephone administration
Available
Available
CallPilot Manager
Available
Available
Reporting for Contact Center
Available. Must be enabled with keycode
Available Must be enabled with keycode
Expected Wait Time
5 tables
20 tables
Activity Codes
2,000 entries. Reporting for Contact Center must be enabled to configure Activity Codes
2,000 entries. Reporting for Contact Center must be enabled to configure Activity Codes
Multimedia Contact Center
Available. Must be enabled with keycode
Available. Must be enabled with keycode
Contact Center Capacities
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The Multimedia Contact Center Keycode will web enable the Contact Center. Surfers browsing the Web will be able to “click” on an HTML button on a web page and be connected to the Contact Center. The Agent and the caller can interact through Text Chat, Browser Push and Pull, or PSTN access via the Web.
Required Setup Information
Before commencing Contact Center configuration, it would be useful to collect the following information:
The number of Skillsets and their names. Control DN’s for the Skill Set.  Agent Names, Agent ID’s (between 1 and 250), which Skillsets the
Agents will belong to.
The method of call distribution within the Skillsets (either least busy or
by agent priority).
The required Day Routing set up (announcements, distribution times,
and transfers).
Overflow requirements (for when there are no Agents logged into the
Skillset and/or when there is no answer for a period of time).
The BCM line numbers that will be assigned to the Skillsets.
Enabling keycodes
You enable keycodes to activate Intelligent Contact Center, to increase the number of agents in your Contact Center, or to increase the number of skillsets, and to enhance your Contact Center with options such as Multimedia Contact Center and Reporting for Contact Center.
NN40011-023 Issue 1.2 BCM Rls 6.0 9
Determine the number of Skillsets and
Agents required, and also the desired
Contact Centre configuration: refer to the
Required Setup Information section of this
guide.
Assign Contact Centre Feature Codes to
handset buttons: refer to the Agent Handset
Button Programming section of this guide.
Determine the Control DN’s to for the
Skillsets: refer to the Obtaining Control
DN’s section of this guide.
Configure the Contact Center global
properties: refer to the General Properties
section of this guide.
Create and configure the Agents: refer to the
Creating Agents section of this guide.
Record the greetings to be used in routing,
EWT, or Caller Input Rules tables: refer to
the Recording Contact Center Greetings
section of this guide.
Configure the Skillsets: refer to the Skillset
Configuration section of this guide.
Ensure the Skillset Mailbox is initialised:
refer to the Skillset Mailbox Initialisation
section of this guide.
If using a number to dial the Skillset, assign
a line to the Skillset: refer to the Assigning
Lines to the Skillset section of this guide.
If routing calls to Skillsets via a CCR Tree,
assign the Skillset Control DN’s to CCR
Tree Transfer Nodes: refer to the CCR
Trees and the Contact Center section of
this guide.
Enable the Skillset(s): refer to the Enabling
the Skillset section of this guide.
Ensure that CallPilot is answering assigned
lines: refer to the Ensuring Lines are
Answered by Contact Center section of
this guide.
Flowchart
Use the flow chart below to configure the Contact Centre in the correct sequence.
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Note: Silent Record a Call is a call recording method with distinct configuration and usage procedures to the Professional Call Recording feature. Professional Call Recording is not described in this guide. Please refer to the Professional Call Recording Guide for more information on this feature.
Agent Handset Button Programming
To allow Contact Center Agents to efficiently use their handsets, there are a number of features that can be programmed against LCD buttons. (Note: On T7316 handsets do not use the top 6 buttons).
These features are:
F904 (Agent Login / Logout). This feature must be programmed on
the agent’s handsets.
F908 (Agent busy / Agent Active). This feature must be programmed
on the agent’s handsets.
F909 (Queue status – shows alarms set against Primary and
Secondary Alert times).
F905 (Monitor Agents) – Supervisor handsets only F906 (Agent Help). F907 – (Activity Code entry) F989 – (Record-a-Call) F995 – (Professional Call Recording – Start call record) F996 – (Professional Call Recording – Stop call record)
To program a feature code to a button:
1. Press the Feature button and then * 3.
2. Do not lift your handset.
3. The display shows Program Features.
4. Press a memory button with an LCD indicator.
5. Press the Feature Key.
NN40011-023 Issue 1.2 BCM Rls 6.0 11
6. Enter the Feature Code number that you want to program. For example, enter F904 to program the Agent Login Feature Code.
7. The display shows that the button is programmed, and then ends the session.
8. Repeat the above steps for each Feature Code you want to program.
9. For conformation of button programming use F*0, button enquiry.
Note: Agents that need to log in to multiple (but not all) Skillsets require a two line display handset. If they login via a single line display handset and the agent belongs to multiple skillsets, they will be logged into all of the skillsets.
Agent Passwords
When agents log in for the first time using their assigned IDs (refer to the Creating agents section of this guide), their default password will be 0000. Agents will be prompted to change the default password on first use on first use.
Obtaining Control DN’s
The Control Directory Number is the extension associated with the skillset. Incoming Contacts can transfer to the CDN of each Skillset from one of the following:
Extensions Automated Attendant Custom Contact Routing
The CDN is also the Skillset mailbox number.
Allowed CDN’s are Inactive Application DN’s, and can be found using the
following method:
1. Launch Element Manager and connect to the BCM.
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2. From the Configuration tab, open the Telephony folder, followed by Sets, and click on Inactive DN’s.
3. It is now necessary to search for Application DN’s. Click in the Model column header to sort alphabetically, and scroll down until you see a list of Application DN’s.
4. Make a note of the Inactive Application DN numbers. These can be used as Control DN’s.
NN40011-023 Issue 1.2 BCM Rls 6.0 13
Accessing CallPilot Manager
CallPilot Manager is used to configure Contact Centre, and can be accessed using various methods.
Accessing CallPilot Manager from Element Manager
1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager.
2. Alternatively, double-click on the Business Element Manager desktop icon.
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3. You will be presented with the Element Manager interface.
4. Open the Network Elements folder and select the IP Address of the BCM.
5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button.
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6. A warning screen will appear, read the warning and click OK.
7. You will be presented with the Element Manager interface.
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8. To access CallPilot Manager: Select the Configuration tab, open the Applications folder, select the Voice Messaging / Contact Center link, and then click to Launch CallPilot Manager.
9. You will be presented with a Security Alert Screen. Read the alert and click Continue to this website to continue.
NN40011-023 Issue 1.2 BCM Rls 6.0 17
10. The Main Menu of CallPilot Manager will be launched.
Accessing CallPilot Manager from Internet Explorer
CallPilot Manager can also be accessed directly from Internet Explorer. This method of access is an alternative if you cannot gain access via Element Manager.
1. Open Internet Explorer. In the address bar enter http://<IP Address of BCM>/CallPilotManager.
2. If you are presented with the Certificate Error window, click Continue to this website (not recommended).
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3. You will be presented with Administration Login screen. Enter the user ID and password. By default the User ID is nnadmin and the Password is PlsChgMe!.
4. Click the Submit button. The Main Menu of CallPilot Manager will be displayed.
NN40011-023 Issue 1.2 BCM Rls 6.0 19
General Properties
Settings in this section relate to system-wide operations of the Contact Center.
1. Access CallPilot Manager.
2. Click the Contact Center heading. Click the General Properties link.
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3. The Contact Center Properties page appears.
4. If you use Reporting for Contact Center, in the CC Reporting Server Password box type the password that Reporting for Contact Center users must enter to collect data. Type the password again in the Confirm Password box.
5. If you use Reporting for Contact Center, select the Enable CC Reporting Data Stream check box to enable reporting data to be collected.
6. In the MMCC Public Hostname box, enter the appropriate public host name for your system. (This will only be displayed if your system is keycoded for Multi Media Contact Center) Ask your network administrator how your system is set up.
If you have no firewall, or you use Business Communications
Manager as the firewall, enter the external IP address of your Business Communications Manager system.
If you use a dedicated firewall/proxy server, enter its external IP
address.
NN40011-023 Issue 1.2 BCM Rls 6.0 21
Note: Reserved channels are voice channels that are reserved for exclusive use by Contact Center. Reserving channels ensures that callers get skillset announcements. You must define the number of Reserved channels that are used by Contact Center. A Reserved channel is used when:
A Contact Center greeting plays to callers. Off-premise Message Notification notifies you that there is a
message in a skillset mailbox. Keep the following in mind when you assign the number of Reserved channels:
Contact Center can use all available channels. CallPilot cannot use available Contact Center Reserved
channels.
Voice channels must be available for CallPilot. Assigning Reserved channels ensures that CallPilot does not
use all of the voice channels.
7. From the Reserved Channels list box select the number of voice channels you want to reserve just for Contact Center. Voice channels are normally allocated to Contact Center or Voice dynamically, on a first come first served basis.
8. If you change the number of Reserved Channels the following screen will be displayed.
9. Click OK. You will need to restart the BCM later to change affect this change.
10. The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not answer the help request. You can choose a value from 1 to 60 seconds. The default is 12 seconds.
11. The Supervisor Help From setting lets you determine where supervisors for escalated requests are chosen from.
12. The Enable Caller ID options let you select how you want Caller ID information to be displayed on agent telephones:
All skillsets: Sends an unanswered help request system-
wide to all Contact Center supervisors.
Agent’s skillsets only: Sends an unanswered help request
to only the supervisors assigned to Skillsets that the agent is logged on to.
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a. Caller Name with number backup: displays the caller's name
for 3 seconds and then the skillset name. If the caller's name is not available, the caller's number is shown.
b. Caller Number only: displays the caller's number for 3 seconds
and then the skillset name.
c. Dialed Number: displays the dialed number for three seconds
then the skillset name.
d. None: displays the skillset name.
13. Click Submit to save your settings.
Creating Agents
To create a list of Agents and Agent ID’s that will exist in the Contact Center, apply the procedure listed below. This will not assign the Agents to Skillsets, but will make the Agents available for Skillset assignment further on in the Contact Center configuration.
Agents may be added one by one through the Agent List or many at a time through Add Many Agents. Add Many Agents will not allow you to give any Agent names. This would have to be done via the Agent List afterwards.
Adding Individual Agents
1. Start CallPilot Manager.
2. Click the Contact Center heading.
NN40011-023 Issue 1.2 BCM Rls 6.0 23
3. Click the Agent List link. The Contact Center Agent List appears.
4. Click the Add button.
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Contact Center
5. The Add Agent page appears.
6. If you want to change the Agent ID number, in the Agent ID box type the new Agent ID number or else use the number given.
NN40011-023 Issue 1.2 BCM Rls 6.0 25
7. In the Name box type the name of the Agent. Do not use the same first seven characters for any two Agent names. Only the first seven characters are displayed in Contact Center Reporting and therefore these really need to be unique.
8. Select the Supervisor check box if you want to give the Agent Supervisor functionality. The default is not selected. The Supervisor has the ability to monitor agent calls.
9. Select the Automatic Answer check box if you want calls to be force­delivered to the Agent. This should be used with headsets only. The Agent hears a brief tone then the call is connected. The default is not selected.
10. Select Override Skillset Break Time if you want to configure the agent’s break time on an individual basis. The default is not selected.
11. Select Not Ready Timeout if you want the agent’s status to be automatically returned to an available state once the time out period has expired. The agent must first be in a Not Ready state before using this feature.
12. Select Manual Not Ready Timeout if you want the agent to be forced back into the available state after the specified time, when they have manually placed themselves in the not ready state.
13. Select Audible Not Ready Notification Interval if you want to enhance the Not-Ready Timeout feature. The agent is notified, through the telephone set, when they are in the Not-Ready state by periodic tones played in the configured intervals. This feature must be used in conjunction with the Not Ready Timeout facility.
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14. From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout.
NOTE: The Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout Automatically logs an agent out of their skillset if they do not answer a call. The default is Make Not Ready (Return to Skillset). To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout. Refer to Feature Settings section of the Telephony Services Guide.
15. If you use Activity Codes, from the Activity Code Entry Type drop down list select Optional or Prompted.
Agents use Activity Codes to allocate calls to one or more activities. The codes may be related to a product enquiry or to identify calls generated as a response to a marketing campaign for example.
They can be manually entered by the agent using F907 during the call or the agents can be prompted on their telephone display to enter the code on the completion of the call. With the prompted setting the F907 session is active until the agent enters an Activity Code or, if the agent does not enter an Activity Code, until:
a. the agent releases the session by pressing the Release or the
Feature button
b. the active peg period ends
16. Select Record-a-call if you want active calls to be recorded by the agent entering F989. The options available are Disabled (default) Announced and Silent. If Announced is selected the caller and agent will hear an audible prompt to state that recording will take place. If Silent is selected then no recording prompt will be played.
NN40011-023 Issue 1.2 BCM Rls 6.0 27
Note: The agent’s DN can also be configured for the Professional Call
Recording feature. This configuration is performed on a per-DN basis. Refer to the Professional Call Recording Guide for more information.
Note: Silent Recording may be illegal in certain jurisdictions - please consult your legal advisor before turning on this feature.
17. The Maximum Message Length of the recording can be set from a range of 1 to 60 minutes.
18. The Recorded Call Destination can be defined. The available destinations are the agents own Personal Mailbox, the Skillset Mailbox, another mailbox within the system or a centralised SFTP destination. SFTP destinations can be specified using Element Manager (refer to the Adding an External Network Location for the Silent Record-a- Call Facility section of this guide). When an SFTP folder is defined as a storage location on the network, these storage locations must be on an SCP server.
19. From the Accepted Call Types list box select Voice, Voice Button or Both.
Note: If you do not have Multimedia Contact Center enabled, Accepted Call Types does not appear.
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20. Click the Submit button. The configured agent will be displayed.
21. If the Change link is selected the agents details can be edited.
NN40011-023 Issue 1.2 BCM Rls 6.0 29
22. When agent’s details are viewed by selecting the Change link an additional parameter becomes available. The Auto Login DN option configures an agent to be automatically logged in to a defined DN after a system reboot.
Adding Many Agents
1. Start CallPilot Manager. Click the Contact Center heading.
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