Avaya Intelligent Contact Center User Manual
Intelligent Contact Center Set Up and
Operation Guide
Avaya Business Communications Manager
Document Status: Standard
Document Number: NN40170-301
Document Version: 02.02
Date: October 2010
© 2010 Avaya Inc.
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Task List
Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About setting up Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
To enable a keycode for Avaya Business Communications Manager ..........................27
To start Avaya CallPilot Manager on Avaya BCM .........................................................28
To check which mailbox interface you use ....................................................................33
Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
To determine the Feature Codes...................................................................................35
To program a memory button ........................................................................................36
Setting up Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
To add an agent ............................................................................................................44
To add more than one agent .........................................................................................47
To change agent information .........................................................................................49
To reset an agent’s password .......................................................................................50
To delete an agent.........................................................................................................50
To force an agent off .....................................................................................................51
3
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
To set up or change a skillset........................................................................................56
To set up DID routing for Avaya BCM ...........................................................................58
To add a CLID/DNIS Route ...........................................................................................61
To change a CLID/DNIS Route .....................................................................................62
To delete a CLID/DNIS Route .......................................................................................63
To assign an agent to a skillset .....................................................................................64
To change an agent’s priority in a skillset......................................................................65
To unassign an agent from a skillset .............................................................................66
To view agents in a skillset ............................................................................................66
To enable a skillset........................................................................................................67
To disable a skillset .......................................................................................................67
To unconfigure a skillset................................................................................................68
Configuring automatic log in ..........................................................................................69
Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
To determine a skillset’s mailbox number and Message Waiting Indication telephone.72
To initialize a skillset mailbox ........................................................................................73
To open a skillset mailbox - Norstar Voice Mail.............................................................74
To open a skillset mailbox - Avaya CallPilot ..................................................................74
To open a skillset mailbox from an outside telephone...................................................74
To open a skillset mailbox directly from an outside telephone ......................................75
To change a skillset mailbox password .........................................................................76
To reset a skillset mailbox password.............................................................................76
To record a Primary or Alternate skillset mailbox greeting ............................................78
Intelligent Contact Center Set Up and Operation Guide
4 Task List
To choose a Primary or Alternate skillset mailbox greeting...........................................80
To record a Personalized skillset mailbox greeting .......................................................82
To delete a Personalized mailbox greeting ...................................................................83
To play skillset mailbox messages - Norstar Voice Mail................................................84
To play skillset mailbox messages - CallPilot ................................................................86
To retrieve an erased message - Norstar Voice Mail ....................................................87
To retrieve an erased message - CallPilot ....................................................................87
To reply to an internal caller - Norstar Voice Mail..........................................................89
To reply to an internal caller - CallPilot..........................................................................89
To reply to an external caller - Norstar Voice Mail.........................................................90
To reply to an external caller - CallPilot .........................................................................90
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
To assign an outdial method to a skillset mailbox .........................................................92
To set up Off-premise Message Notification to a phone number ..................................93
To set up Off-premise Message Notification to an extension ........................................95
To set up Off-premise Message Notification to a pager ................................................97
To set up Off-premise Message Notification to more than one destination ...................99
To change the time range or type of message parameters .........................................101
To change the destination from phone to another destination ....................................103
To change the destination from pager to phone or extension .....................................105
To change the destination from phone or extension to pager .....................................106
To delete a destination number ...................................................................................108
To add a destination number .......................................................................................109
To turn Off-premise Message Notification on or off .....................................................110
Recording Avaya NES Contact Center greetings . . . . . . . . . . . . . . . . . . 111
To record a Contact Center greeting ...........................................................................113
To import a previously recorded greeting ....................................................................115
To export a previously recorded greeting ....................................................................117
Setting up Intelligent Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
To assign Intelligent Overflow Routing ........................................................................125
To move an Intelligent Overflow rule ...........................................................................128
To modify an Intelligent Overflow Rule ........................................................................128
Setting up Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
To set up EWT.............................................................................................................133
To set up an EWT Table..............................................................................................134
To delete an EWT Table..............................................................................................136
To change an EWT Table............................................................................................137
To add a Greeting step ................................................................................................139
To add a Distribute for step .........................................................................................141
To add a Goto step......................................................................................................142
To add a Transfer step ...............................................................................................143
To add a Disconnect step ............................................................................................144
To assign hours of operation to a skillset ....................................................................145
To set the Service Mode for a skillset..........................................................................147
To set up the Day Routing Table example ..................................................................148
To set up the Night Routing Table example ................................................................150
To review Routing Table steps ....................................................................................151
To modify Routing Table steps ....................................................................................151
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Task List 5
To delete Routing Table steps.....................................................................................152
Creating Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
To create a Caller Input Rule.......................................................................................153
To change the rule length for a Caller Input Table ......................................................158
To change a Caller Input Rule .....................................................................................158
To delete a Caller Input rule ........................................................................................159
To clear a Caller Input Rule Table ...............................................................................159
Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
To set the Answer Lines status ...................................................................................161
To configure a line .......................................................................................................162
To configure several lines............................................................................................163
Setting up Avaya NES Contact Center general properties . . . . . . . . . . . 165
To assign the Contact Center language ......................................................................166
To set up the general Avaya NES Contact Center properties .....................................168
To generate the System Configuration Report ............................................................172
Monitoring Avaya NES Contact Center call activity . . . . . . . . . . . . . . . . 173
To set up Silent Monitor on Avaya Business Communications Manager ....................174
To log on and monitor agent calls ...............................................................................175
To use Not Ready........................................................................................................180
To change your supervisor password..........................................................................181
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
To create an Activity Code ..........................................................................................197
To change an Activity Code.........................................................................................198
To delete an Activity Code...........................................................................................198
To import a list of Activity Codes .................................................................................199
To set up or change Activity Code settings for an agent .............................................201
To set up or change Activity Codes for a skillset .........................................................201
Tips for operating Avaya NES Contact Center . . . . . . . . . . . . . . . . . . . . . 203
Examples of Avaya NES Contact Center configurations . . . . . . . . . . . . 207
Troubleshooting Avaya NES Contact Center . . . . . . . . . . . . . . . . . . . . . . 227
To reset the Operator password using CallPilot Manager ...........................................227
To reset the Operator password using a phone ..........................................................228
To reset the Contact Center Administrator password..................................................228
To change a skillset mailbox CDN...............................................................................232
Avaya NES Contact Center Programming Record . . . . . . . . . . . . . . . . . . 235
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Intelligent Contact Center Set Up and Operation Guide
6 Task List
NN40170-301NN40170-301
Contents
Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Contact Center Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Avaya NES Contact Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Using CallPilot call routing with Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
7
Chapter 2
About setting up Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Using Avaya CallPilot Manager to set up Contact Center . . . . . . . . . . . . . . . . . . . . . . 27
Enabling keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Starting CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Contact Center access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Setting up Contact Center from a two line display telephone . . . . . . . . . . . . . . . . . . . 30
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . 33
Chapter 3
Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 36
Feature Codes used by Contact Center Administrator and Supervisors . . . . . . . . . . . 37
Feature Codes used by Avaya NES Contact Center agents . . . . . . . . . . . . . . . . . . . . 38
Intelligent Contact Center Set Up and Operation Guide
8 Contents
Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Chapter 4
Setting up Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Adding an agent or a supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Changing agent information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Resetting an agent’s password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Forcing an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Chapter 5
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Setting up or changing a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Setting up CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Examples of using CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
CLID/DNIS Routing Table properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Changing a CLID/DNIS Route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Changing an agent’s priority in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Unassigning an agent from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Automatic login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Chapter 6
Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
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Contents 9
Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 79
Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Deleting a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Chapter 7
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
About setting up Off-premise Message Notification to a pager number . . . . . . . . 96
Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 110
Chapter 8
Recording Avaya NES Contact Center greetings . . . . . . . . . . . . . . . . . . . 111
About Avaya NES Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Examples of Avaya NES Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . 111
Recording a Avaya NES Contact Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Importing a Contact Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Exporting a Contact Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Chapter 9
Setting up Intelligent Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
About Intelligent Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Assigning Intelligent Overflow Routing to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Moving an Intelligent Overflow rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
To delete an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
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Chapter 10
Setting up Routing Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
About Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Recording EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Changing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Chapter 11
Creating Caller Input Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Using wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
An example of using Intelligent Caller Routing, Advanced . . . . . . . . . . . . . . . . . 157
Changing a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Deleting a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Clearing a Caller Input Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Chapter 12
Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Chapter 13
Setting up Avaya NES Contact Center general properties . . . . . . . . . . . 165
Assigning the Avaya NES Contact Center language . . . . . . . . . . . . . . . . . . . . . . . . . 165
General Avaya NES Contact Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
MMCC Public Hostname . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Avaya NES Contact Center Reporting properties Address . . . . . . . . . . . . . . . . 167
Supervisor Help Request Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Selection Method (Supervisor Help From) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Enable Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Setting up general Avaya NES Contact Center properties . . . . . . . . . . . . . . . . . . . . 168
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System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Chapter 14
Monitoring Avaya NES Contact Center call activity . . . . . . . . . . . . . . . . . 173
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Logging on and monitoring agent calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
An agent requests help while you are in a monitoring session . . . . . . . . . . . . . . 176
About monitoring sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 179
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Changing your supervisor password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Chapter 15
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
What Activity Codes are . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Optional and Prompted Activity Code logging . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Examples of Activity Code calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Activity Codes Avaya NES Contact Center automatically enters: Autopegs and System Activity
Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Autopegs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Examples of Autopeg calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
System Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
System Activity Codes that Avaya NES Contact Center records . . . . . . . . . . . . 191
Examples of System Activity Code calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Prompted and Optional Activity Code logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Examples of Prompted and Optional Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
How Activity Codes interact with system features . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Transfer to Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
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Break Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Creating, changing, and deleting Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Importing Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Creating a list of Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Communicating Activity Codes to supervisors and agents . . . . . . . . . . . . . . . . . . . . 200
Assigning Activity Code settings to agents and skillsets . . . . . . . . . . . . . . . . . . . . . . 201
Generating Activity Code reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
How agents enter Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Chapter 16
Tips for operating Avaya NES Contact Center . . . . . . . . . . . . . . . . . . . . . 203
Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Avaya NES Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Avaya NES Contact Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 205
Tips to improve the efficiency of Avaya NES Contact Center . . . . . . . . . . . . . . . . . . 206
Assigning DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Chapter 17
Examples of Avaya NES Contact Center configurations . . . . . . . . . . . . . 207
Avaya NES Contact Center with Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
General Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
General Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Skillset 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Skillset 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Skillset 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Skillset 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
General properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Skillset 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Chapter 18
Troubleshooting Avaya NES Contact Center . . . . . . . . . . . . . . . . . . . . . . 227
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
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Resetting the Contact Center Administrator password . . . . . . . . . . . . . . . . . . . . 228
Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 229
Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Problems enabling skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Problems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Problems transferring calls to the voicemail extension . . . . . . . . . . . . . . . . . . . . 232
Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Chapter 19
Avaya NES Contact Center Programming Record . . . . . . . . . . . . . . . . . . 235
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
General Avaya NES Contact Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Avaya NES Contact Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Avaya NES Contact Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Avaya NES Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Intelligent CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
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Chapter 1
Getting started
About this Guide
The Intelligent Contact Center Set Up and Operation Guide describes how to set up and configure
Contact Center on a Avaya Business Communications Manager (Avaya BCM) using Avaya
CallPilot Manager and telset based administration. The information in this document applies to
both the BCM50 and the BCM450 platforms running BCM Release 5.0.
About Contact Center
Contact Center is an application that handles incoming calls as efficiently and economically as
possible. 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, and hear announcements or informative messages.
15
You set up and operate Contact Center through Avaya CallPilot Manager, the web-based interface,
and from a display telephone. Contact Center, as part of CallPilot, supports two user interfaces:
Norstar Voice Mail (NVM) and CallPilot. The default setting is NVM. See the Avaya CallPilot
Manager Set Up and Operation Guide (NN40170-300) for more information about choosing an
interface.
Contact Center Update
Contact Center is the evolution of the existing Call Center capability on Avaya BCM. Intelligent
Contact Center offers additional functionality, such as Reporting for Contact Center and
Multimedia Contact Center. You can also choose the specific number of agents and skillsets that
your business requires.
You purchase Intelligent Contact Center and then purchase the number of agents, skillsets,
Reporting, and Multimedia as required. Intelligent Contact Center has increased maximum
capacities, for example 80 active agents and 50 skillsets for BCM450, and 50 active agents and 30
skillsets for BCM50. Table 1 shows the capacities available for the BCM450 system. Table 2
shows the capacities available for the BCM50 system.
Intelligent Contact Center Set Up and Operation Guide
16 Chapter 1 Getting started
Table 1 Intelligent Contact Center Capacities for BCM450
Features Intelligent Contact Center for BCM450
Skillsets Default 1, maximum 50
Configured agents (available agent IDs) Maximum 250
Active agents (includes supervisors)
Active agents are agents who are logged on to one
skillset or a combination of skillsets.
Dynamic agent priority levels 20
Dynamic call priority levels 20
Active calls in all skillsets 100
Maximum active calls per skillset 100
Maximum lines configured for Avaya NES Contact
Center
Voice ports with CEC 63
Voice ports without CEC 35
Voice ports used for fax with CEC 8
Voice ports used for fax without CEC 4
Routing tables per skillset 2
Greetings 150
Maximum time per greeting 1000 mins
Maximum time for all greetings >370 hours / Gigabyte
Default 2, maximum 80
100
Steps per routing table 20
Overflow rules per skillset 20
Skillset mailboxes
One mailbox is created for each configured skillset.
No skillset mailbox is configured by default and a
maximum 50 skillset mailboxes can be configured.
Supervisor functionality, including call monitoring Silent monitor
Supervisor Help Available with Silent Monitor.
Maximum simultaneous monitoring sessions without
CEC
Maximum simultaneous monitoring session with CEC 40
Caller Input Tables 50
Basic Intelligent Caller Input Routing: the ability to
route a call to an Operator, Auto Attendant, skillset
mailbox or CCR Tree.
Default 0, Maximum 50
20
Available
NN40170-301NN40170-301
Chapter 1 Getting started 17
Features Intelligent Contact Center for BCM450
Advanced Intelligent Caller Input Routing: the ability
to route a call based on multidigit fixed or variable
strings
Delegated Avaya NES Contact Center
Administration: the System Administrator can create a
password to give a Avaya NES Contact Center
Administrator or supervisor access to Contact Center
administration.
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.
Intelligent CLID/DNIS Routing 1000 rules
Overflow skillsets Default 0, maximum 49
Available
Available
Available
Service Mode: you specify the start and end times for
the day and night skillset for each day of the week
Limited Feature 983 telephone administration Available
Avaya CallPilot Manager Available
Reporting for Contact Center Available
Expected Wait Time 20 tables
Activity Codes 2,000 entries
Multimedia Contact Center Available
Available
Must be enabled with keycode
Reporting for Contact Center must be enabled to
configure Activity Codes
Must be enabled with keycode
Intelligent Contact Center Set Up and Operation Guide
18 Chapter 1 Getting started
Table 2 Intelligent Contact Center Capacities for BCM50
Features Intelligent Contact Center for BCM50
Skillsets Default 1, maximum 30
Configured agents (available agent IDs) Maximum 100
Active agents (includes supervisors)
Active agents are agents who are logged on to one
skillset or a combination of skillsets.
Dynamic agent priority levels 20
Dynamic call priority levels 20
Active calls in all skillsets 30
Maximum active calls per skillset 30
Maximum lines configured for Avaya NES Contact
Center
Voice ports (shared with Callpilot or dedicated) Minimum 2, default 10, maximum 10
Routing tables per skillset 2
Greetings 50
Maximum time per greeting 30 mins
Maximum time for all greetings 1500 mins
Steps per routing table 20
Overflow rules per skillset 20
Skillset mailboxes Default 0, Maximum 30
Default 2, maximum 50
30
Supervisor functionality, including call monitoring Silent monitor
Supervisor Help Available with Silent Monitor.
Maximum simultaneous monitoring sessions 6
Caller Input Tables 30
Basic Intelligent Caller Input Routing: the ability to
route a call to an Operator, Auto Attendant, skillset
mailbox or CCR Tree.
Advanced Intelligent Caller Input Routing: the ability
to route a call based on multidigit fixed or variable
strings
Delegated Avaya NES Contact Center
Administration: the System Administrator can create a
password to give a Avaya NES Contact Center
Administrator or supervisor access to Contact Center
administration.
Available
Available
Available
NN40170-301NN40170-301
Chapter 1 Getting started 19
Features Intelligent Contact Center for BCM50
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.
Intelligent CLID/DNIS Routing 1000 rules
Overflow skillsets Default 0, maximum 29
Available
Service Mode: you specify the start and end times for
the day and night skillset for each day of the week
Limited Feature 983 telephone administration Available
Avaya CallPilot Manager Available
Reporting for Contact Center Available
Expected Wait Time 5 tables
Activity Codes 2,000 entries
Multimedia Contact Center Available
Available
Must be enabled with keycode
Reporting for Contact Center must be enabled to
configure Activity Codes
Must be enabled with keycode
Intelligent Contact Center Set Up and Operation Guide
20 Chapter 1 Getting started
Avaya NES Contact Center features
Contact Center has many features that give your Contact Center advanced and flexible call
handling.
Intelligent Routing
Flexible routing steps
Intelligent Routing gives you advanced methods for routing calls through
your Contact Center. How calls are directed is based on various input
conditions.
Intelligent CLID/DNIS Routing:
• routes calls according to CLID/ANI, DNIS, ISDN Calling Number
• is applied when calls first enter the Contact Center
Intelligent Caller Input Routing, Basic:
• is the ability to route calls to the Auto Attendant, a Custom Call Routing
(CCR) Tree, the operator, or a skillset mailbox
• routing is applied when the caller presses a telephone button in
response to instructions played in a greeting
Intelligent Caller Input Routing, Advanced:
• includes the Basic capabilities, plus the ability to create rules that route
calls to other skillsets and locations depending on the caller input
• enables you to change the priority of the call
Intelligent Overflow Routing:
• routes calls to an extension, other skillsets, the operator, a mailbox, an
external phone number, the Auto Attendant, a skillset mailbox, or a
CCR Tree
• enables you to change the priority of the call
You can assign these routing steps to Day and Night Routing Tables,
Overflow and Advanced Call Input Routing:
• transfer to a mailbox
• transfer to an extension
• transfer to an external telephone number
• transfer to the Auto Attendant
• transfer to an operator
• transfer to a skillset mailbox
• transfer to a CCR Tree
• move to another skillset using Advanced Call Input Routing
• play a recorded greeting
• play an Expected Wait Time Greeting
• Distribute
• Disconnect
Dynamic agent priority
Choice of call presentations
NN40170-301NN40170-301
You can assign agents different priority levels depending on the skillset to
which they are logged on.
You can assign agents forced calls, or let agents answer calls manually.
Chapter 1 Getting started 21
Dynamic call priority
Delegated access to Contact
Center
Multimedia Contact Center
Avaya CallPilot Manager
Call monitoring
Reporting for Contact Center
You can have the priority of a call changed in the Intelligent CLID/DNIS
Routing table, the Intelligent Caller Input Routing Table and the Intelligent
Overflow Routing table.
With call priority, all calls that have a higher priority are handled before
lower priority calls, no matter how long the lower priority calls are waiting.
For an example of using Intelligent Overflow Routing to control call priority,
see “Example 2” on page 121.
You or the System Administrator can create a username and password to
give a supervisor access to Contact Center administration.
If you have Multimedia Contact Center enabled, agents can have
multimedia sessions with callers through the internet. Callers click an
HTML link to connect to the Contact Center.
CallPilot Manager is a web-based interface you can use to administer
CallPilot and Contact Center.
Agents can monitor the call activity in the skillsets they are logged on to.
You and supervisors can monitor the call activity per skillset or on a system
wide basis.
You can generate the System Configuration report to view Contact Center
settings.
If you have Reporting for Contact Center enabled, you can view real time
statistics and comprehensive management information about the
day-to-day performance of your Contact Center. See the Reporting for
Contact Center Setup and Operations Guide (NN40040-602) for more
information.
Using CallPilot call routing with Contact Center
CallPilot is a versatile business communications tool that you can use to:
• answer incoming calls
• offer callers a selection of options to route their calls or access information
• provide advanced voicemail, Auto Attendant and call handling capabilities
Avaya CallPilot has two powerful call routing features: Auto Attendant (AA) and Custom Call
Routing (CCR). These features route incoming calls to telephones and voice mailboxes. You can
also use these features to route calls to Avaya NES Contact Center skillsets.
Intelligent Contact Center Set Up and Operation Guide
22 Chapter 1 Getting started
Auto Attendant
The Auto Attendant answers incoming calls and presents callers with a greeting. After the
greeting, the Auto Attendant Menu offers callers a range of options that they can select using the
dialpad of their telephone. Using these options, callers can transfer themselves from the Auto
Attendant to a skillset by entering the Control DN of the skillset.
Note: Include the number of the Control DN in your Auto Attendant Greeting.
For information about how to configure the Auto Attendant, see the Avaya CallPilot Set Up and
Operation Guide (NN40090-300).
Custom Call Routing (CCR)
With CCR you can replace the Auto Attendant menu with an expanded menu that can include
several sub-menus to offer callers a wider range of options. You can give callers access to a
Contact Center skillset by adding an internal transfer that transfers the caller to the Control DN of
the skillset.
For more information about transfers and CCR, see the Avaya CallPilot Manager Set Up and
Operation Guide (NN40090-300).
These text conventions are used in this guide to indicate the information described:
Convention Description
bold Courier
text
italic text Indicates book titles
plain Courier
text
FEATURE
HOLD
RELEASE
Audience
Indicates command names and options and text that you need to enter.
Example: Use the
Example: Enter
info command.
show ip {alerts|routes}.
Indicates command syntax and system output (for example, prompts
and system messages).
Example:
Set Trap Monitor Filters
Indicates that you press the button with the coordinating icon on
whichever set you are using.
This guide is for system administrators who configure and maintain Contact Center on an Avaya
BCM. To use this guide you must:
• be an authorized system administrator
• be knowledgeable of CallPilot and Contact Center
NN40170-301NN40170-301
Acronyms
The following is a list of acronyms used in this guide.
Table 1
Acronym Description
BCM Avaya Business Communications Manager
CCR Custom Call Routing
CDN Control Directory Number
CFAC Call Forward All Calls
CFB Call Forward on Busy
CFNA Call Forward No Answer
CLID Calling Line Identification
CO Central Office
COS Class of Service
DID Direct Inward Dialing
DN Directory Number
DND Do Not Disturb
DTMF Dual Tone Multi-Frequency
EWT Expected Wait Time
MWI Message Waiting Indication
NVM Norstar Voice Mail
Chapter 1 Getting started 23
Intelligent Contact Center Set Up and Operation Guide
24 Chapter 1 Getting started
Symbols and text conventions
These symbols are used to Highlight critical information for the Avaya BCM system:
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
!
for the system.
Warning: Alerts you to ground yourself with an antistatic grounding
strap before performing the maintenance procedure.
Warning: Alerts you to remove the Avaya BCM main unit and
expansion unit power cords from the ac outlet before performing any
maintenance procedure.
NN40170-301NN40170-301
Chapter 1 Getting started 25
These conventions and symbols are used to represent the Business Series Terminal display and.
Convention Example Used for
Word in a special font (shown in
the top line of the display)
Underlined word in capital letters
(shown in the bottom line of a two
line display telephone)
Dialpad buttons
Pswd:
PLAY
£
Command line prompts on display telephones.
Display option. Available on two-line display
telephones
option on the display to proceed.
Buttons you press on the dialpad to select a
particular option.
. Press the button directly below the
These text conventions are used in this guide to indicate the information described.
Convention Description
bold Courier
text
Indicates command names and options and text that you need to enter.
Example: Use the
Example: Enter
info command.
show ip {alerts|routes}.
italic text Indicates book titles
plain Courier
text
FEATURE
HOLD
Indicates command syntax and system output (for example, prompts
and system messages).
Example:
Set Trap Monitor Filters
Indicates that you press the button with the coordinating icon on
whichever set you are using.
RELEASE
Related Publications
This guide refers to the following additional documents:
CallPilot Manager Set Up and Operation Guide (NN40170-300)
CallPilot Telephone Administration Guide (NN40170-601)
CallPilot Contact Center Telephone Administration Guide (NN40170-600)
Contact Center Agent Guide (NN40040-101)
Contact Center Supervisor Guide (NN40040-102)
Keycode Installation Guide (NN40010-301)
Intelligent Contact Center Set Up and Operation Guide
26 Chapter 1 Getting started
Customer Service
Visit the Avaya Web site to access the complete range of services and support that Avaya
provides. Go to http://www.avaya.com/support or go to one of the pages listed in the following
sections.
Navigation
• “Getting technical documentation” on page 26
• “Getting product training” on page 26
• “Getting help from a distributor or reseller” on page 26
• “Getting technical support from the Avaya Web site” on page 26
Getting technical documentation
To download and print selected technical publications and release notes directly from the Internet,
go to http://www.avaya.com/support.
Getting product training
Ongoing product training is available. For more information or to register, you can access the Web
site at http://www.avaya.com/support. From this Web site, you can locate the Training contacts
link on the left-hand navigation pane.
Getting help from a distributor or reseller
If you purchased a service contract for your Avaya product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller for assistance.
Getting technical support from the Avaya Web site
The easiest and most effective way to get technical support for Avaya products is from the Avaya
Technical Support Web site at http://www.avaya.com/support.
NN40170-301NN40170-301
Chapter 2
About setting up Contact Center
You can set up Contact Center using a display telephone on your phone system, or using the
web-based Avaya CallPilot Manager on a web browser from a computer on your network. For
some Contact Center tasks, such as initializing skillset mailboxes, you must use a phone. See the
Contact Center Telephone Administration Guide for more information.
Using Avaya CallPilot Manager to set up Contact Center
Avaya CallPilot Manager operates on your Business Communications Manager (Avaya BCM)
system. You access Avaya CallPilot Manager on a web browser from a computer on your network.
System requirements
Before you use Avaya CallPilot Manager, you must enable CallPilot and Contact Center on your
Avaya BCM. You enable CallPilot and Contact Center with a keycode. To enable keycodes see
“Enabling keycodes” on page 27.
27
Note: For information about computer and browser requirements for CallPilot
Manager and Contact Center, see the CallPilot Manager Set Up and Operation
Guide (NN40170-300).
Enabling keycodes
You enable keycodes to activate Intelligent Contact Center, to increase the number of agents in
your Contact Center, to increase the number of skillsets, and to enhance your Contact Center with
options such as Multimedia Contact Center and Reporting for Contact Center.
To enable a keycode for Avaya Business Communications
Manager
1 Log on to Business Element Manager and select the Avaya Business Communications
Manager you want to access.
For information about logging on to Element Manager, see the Avaya Business
Communications Manager 5.0 Administration and Security Guide.
2 On the Task Navigation Panel, click the Configuration tab.
The configuration folders display.
3 Click the System folder and then click the Keycodes task.
The Keycodes panel appears.
Intelligent Contact Center Set Up and Operation Guide
28 Chapter 2 About setting up Contact Center
4 Click Load File.
The Open file dialog box appears.
5 Browse to where you saved the keycode file you downloaded from KRS.
6 Click Open.
The file uploads and the feature appears in the Keycodes list.
Note: See the Keycode Installation Guide for more information.
Starting CallPilot Manager
To start Avaya CallPilot Manager on Avaya BCM
1 Log on to Business Element Manager and select the BCM you want to access.
For information about logging on to Business Element Manager, see the Avaya Business
Communications Manager 5.0 Administration and Security Guide.
2 On the Task Navigation Panel, click the Configuration tab.
The configuration folders display.
3 Click the Application folder and then click the Voice Messaging/Contact Center task.
The Voice Messaging/Contact Center panel appears.
4 Click Launch CallPilot Manager.
The CallPilot Manager Main Menu web page opens.
NN40170-301NN40170-301
Chapter 2 About setting up Contact Center 29
About the CallPilot Manager interface
Main Menu
Headings
expand and
display their
links when you
click them.
Quit CallPilot Manager
Opens online HelpReturn to
System timeout
A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that
prevents unauthorized access to the system.
If your session times out, the login page appears and a message that says that the session has
expired. You must log on to continue programming Contact Center.
If the system times out while you are working on a page, any settings that you have not entered on
the system by pressing the Submit button are not entered.
Contact Center access
If you use an Avaya BCM system, there is no dedicated or default CallPilot or Contact Center
Administrator user ID and password. For BCM, you can create users with CallPilot and Contact
Center rights in Element Manager. You can also change the users' passwords in Element Manager.
All settings under the Contact Center heading in CallPilot Manager are available, once you have
set up Contact Center access in Element Manager.
Intelligent Contact Center Set Up and Operation Guide
30 Chapter 2 About setting up Contact Center
For information about Contact Center access rights, see the Avaya Business Communications
Manager 5.0 Administration and Security Guide.
Setting up Contact Center from a two line display telephone
In addition to using Avaya CallPilot Manager, you can set up Contact Center with a two line
display telephone using F983.
Two line display phones show Avaya CallPilot
two-line display can show up to three display options at once. In some instances, an option does
not have a corresponding display button, and you must select the option by pressing buttons on the
dial.
An example of a two-line display
Display command line
Display button options
Display buttons
Avaya NES Contact Center agents can use two line display telephones and one line display
telephones. Supervisors must use two line display telephones with the handsfree mute feature.
Telephones without a display, such as telephones attached to an analog terminal adapter, cannot be
used for Contact Center agent tasks. Avaya recommends that you read the telephone user card for
your telephone before proceeding. For more information, see the CallPilot Contact Center
Telephone Administration Guide).
TM
and Contact Center commands and options. A
Skillset 1: Enabled
SKILL NEXT
NN40170-301NN40170-301
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