Avaya Intelligent Contact Center Telephone User Manual
Intelligent Contact Center Telephone
Administration Guide
Avaya Business Communications Manager
Release 6.0
Document Status: Standard
Document Number: NN40170-600
Document Version: 02.02
Date: October 2010
© 2010 Avaya Inc.
All Rights Reserved.
Notices
While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing,
Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document
without the obligation to notify any person or organization of such changes.
Documentation disclaimer
Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation
unless such modifications, additions, or deletions were performed by Avaya. End User agree to indemnify and hold harmless Avaya,
Avaya’s agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with,
subsequent modifications, additions or deletions to this documentation, to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation(s) provided by
Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not
necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will
work all the time and has no control over the availability of the linked pages.
Warranty
Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In
addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is
available to Avaya customers and other parties through the Avaya Support Web site: http://www.avaya.com/support
Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/
ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM
AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A
COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO
BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE
OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE
RIGHT TO T AKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A
LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU,
ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE
SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE
TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
APPLICABLE AVAYA AFFILIATE ("AVAYA").
Copyright
Except where expressly stated otherwise, no use should be made of the Documentation(s) and Pr oduct( s) p rovided by Avaya. All content
in this documentation(s) and the product(s) pr ov id ed by Avaya including the selection, arrangement and design of the content is owned
either by Avaya or its licensors and is protected b y copyright and other intellectual property laws including the sui generis rights relating
to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any
content, in whole or in part, including any code and software. Unauthorized reproduction, transmission, dissemination, storage, and or
use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.
Third Party Components
Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements
("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party
Terms" ). Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code),
and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the
Avaya Support Web site: http://support.avaya.com/Copyright.
Trademarks
The trademarks, logos and service marks ("Marks") displayed in this site, the documentation(s) and product(s) pr ovided by Avaya are the
registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior
written consent from A vaya or such third party which may own the Mark. Nothing contained in this site, the documentation(s) and
product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the
express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya
trademarks are the property of their respective owners.
Downloading documents
For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support
Contact Avaya Support
Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone
number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://
www.avaya.com/support
Task List
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About Contact Center telephone administration . . . . . . . . . . . . . . . . . . . . 25
To determine the Feature Codes...................................................................................28
To program a memory button ........................................................................................29
Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
To enable the Contact Center keycode .........................................................................33
To set Contact Center general properties .....................................................................37
To set Caller ID..............................................................................................................38
To set the Supervisor Help request timeout ..................................................................39
To select skillsets ..........................................................................................................40
To configure lines for Contact Center ............................................................................42
To set the Answer Lines status .....................................................................................43
Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
To record a Contact Center greeting .............................................................................46
3
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
To set up a skillset.........................................................................................................53
To enable a skillset........................................................................................................57
To disable a skillset .......................................................................................................58
To change a skillset.......................................................................................................60
To unconfigure a skillset:...............................................................................................64
Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
To determine a skillset’s mailbox number and Message Waiting Indication telephone.68
To check which CallPilot interface you use ...................................................................69
To initialize a skillset mailbox ........................................................................................70
To open a skillset mailbox - Avaya Norstar™ Voice Mail ..............................................71
To open a skillset mailbox - CallPilot.............................................................................71
To open a skillset mailbox from an outside telephone...................................................72
To open a skillset mailbox directly from an outside telephone ......................................72
To change a skillset mailbox password .........................................................................74
To reset a skillset mailbox password.............................................................................75
To record a Primary or Alternate skillset mailbox greeting ............................................77
To choose a Primary or Alternate skillset mailbox greeting...........................................78
To record a Personalized skillset mailbox greeting .......................................................80
To delete a Personalized mailbox greeting ...................................................................82
To play skillset mailbox messages - Avaya Norstar™ Voice Mail .................................84
To play skillset mailbox messages - CallPilot ................................................................86
To retrieve an erased message - Avaya Norstar™ Voice Mail......................................87
To retrieve an erased message - CallPilot ....................................................................87
To reply to an internal caller - Avaya Norstar™ Voice Mail ...........................................88
To reply to an internal caller - CallPilot..........................................................................89
To reply to an external caller - Avaya Norstar™ Voice Mail ..........................................90
To reply to an external caller - CallPilot .........................................................................90
Intelligent Contact Center Telephone Administration Guide
4 Task List
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
To assign an outdial method to a skillset mailbox .........................................................93
To set up Off-premise Message Notification to a telephone number ............................95
To set up Off-premise Message Notification to an extension ........................................97
To set up Off-premise Message Notification to a pager ................................................99
To set up Off-premise Message Notification to more than one destination .................101
To change the time range or type of message parameters .........................................104
To change the destination from telephone to another destination...............................106
To change the destination from pager to telephone or extension ...............................108
To change the destination from telephone or extension to pager ...............................110
To delete a destination number ...................................................................................112
To add a destination number .......................................................................................114
To turn Off-premise Message Notification on or off .....................................................115
Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
To add an agent ..........................................................................................................118
To change agent properties.........................................................................................121
To add multiple agents ................................................................................................122
To assign an agent to a skillset ...................................................................................124
To assign several agents to a skillset ..........................................................................126
Configuring automatic log in ........................................................................................127
To remove agents from a skillset.................................................................................128
To view agents in a skillset ..........................................................................................129
To log an agent off.......................................................................................................130
To delete an agent.......................................................................................................130
To reset an agent password ........................................................................................132
To change an agent priority .........................................................................................133
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
To add Overflow rules .................................................................................................142
To change and view Overflow rules ............................................................................144
To delete Overflow rules..............................................................................................146
Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
To set up DID routing for Avaya Business Communications Manager........................149
To add a Greeting step ................................................................................................154
To add a Distribute for step .........................................................................................157
To add a Goto step......................................................................................................158
To add a Transfer step ................................................................................................161
To add a disconnect step ............................................................................................163
To set up the Day Routing Table example ..................................................................165
To set up the Night Routing Table example ................................................................169
To review Routing Table steps ....................................................................................172
To modify Routing Table steps ....................................................................................173
To set the Service Mode for a skillset..........................................................................177
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
To set up Silent Monitor on an Avaya Business Communications Manager ...............180
To monitor skillsets......................................................................................................182
To monitor calls using a one or two line telephone .....................................................183
To use Not Ready........................................................................................................184
To log off......................................................................................................................185
NN40170-600NN40170-600
Task List 5
To change your password ...........................................................................................185
To handle Supervisor help requests............................................................................188
Tips for operating Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Troubleshooting Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
To reset the Operator password..................................................................................195
Contact Center Programming Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Intelligent Contact Center Telephone Administration Guide
6 Task List
NN40170-600NN40170-600
Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Contact Center Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Getting technical documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Getting product training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Getting help from a distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Getting technical support from the Avaya Web site . . . . . . . . . . . . . . . . . . . . . . . 23
7
Chapter 2
About Contact Center telephone administration . . . . . . . . . . . . . . . . . . . . 25
Setting up Contact Center with a two line display telephone . . . . . . . . . . . . . . . . . . . . 25
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 29
Feature Codes used by Contact Center supervisors . . . . . . . . . . . . . . . . . . . . . . . . . 30
Feature Codes used by Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Chapter 3
Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
To enable Contact Center using F9*8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Setting Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Setting Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Setting the Supervisor Help request timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Selecting skillsets supervisors can receive help requests from . . . . . . . . . . . . . . 40
Intelligent Contact Center Telephone Administration Guide
8 Contents
Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Resetting the Contact Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . . 43
Chapter 4
Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
About Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Types of Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Recording a Contact Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Chapter 5
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Chapter 6
Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . 69
Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 78
Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Deleting a Personalized 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
Using the Reply feature to reply to an external caller . . . . . . . . . . . . . . . . . . . . . . 90
NN40170-600NN40170-600
Contents 9
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
About setting up Off-premise Message Notification to a pager number . . . . . . . . 99
Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 114
Chapter 8
Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Adding multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Assigning agents to a skillset using Auto Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Changing an agent priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Chapter 9
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Chapter 10
Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
To erase a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Intelligent Contact Center Telephone Administration Guide
10 Contents
Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Chapter 11
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 183
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Chapter 12
Tips for operating Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Contact Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 193
Tips to improve the efficiency of Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Chapter 13
Troubleshooting Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 196
Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Chapter 14
Contact Center Programming Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
NN40170-600NN40170-600
Contents 11
General Contact Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Contact Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Intelligent Contact Center Telephone Administration Guide
12 Contents
NN40170-600NN40170-600
Chapter 1
Getting started
About this guide
The Intelligent Contact Center Telephone Administration Guide describes how to set up and
configure Contact Center on an Avaya Business Communications Manager (Avaya BCM) using
telset based administration.The information in this document applies to both the BCM50 and the
BCM450 platforms running Avaya BCM Release 6.0.
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. Contact Center routes calls 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 and informative messages.
13
You can program Contact Center using any two-line display telephone on your telephone system.
You can also use the web-based CallPilot Manager to set up and operate Contact Center.
For information about Contact Center features, see the Intelligent Contact Center Set Up and
Operation Guide (NN40040-301).
Contact Center Update
Intelligent 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 Telephone Administration Guide
14 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
in 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 Contact
Center
Voice ports (shared with CallPilot or
dedicated)
Voice ports with CEC 63
Voice ports without CEC 35
Voice ports for fax with CEC 8
Voice ports for fax without CEC 4
Routing tables per skillset 2
Greetings 150
Default 2, maximum 80
100
Minimum 2, default 10, maximum 32
Maximum time per greeting 1000 mins
Maximum time for all greetings >370 hours / Gigabyte
Steps per routing table 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
Supervisor Help Available with Silent Monitor.
Maximum simultaneous monitoring
sessions
Caller Input Tables 50
Default 0, Maximum 50
Silent monitor
6
NN40170-600NN40170-600
Chapter 1 Getting started 15
Features Intelligent Contact Center for BCM450
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
multi-digit fixed or variable strings
Delegated Contact Center Administration:
If you use an Avaya BCM system, there is
no dedicated or default CallPilot or
Contact Center Administrator user ID and
password. The System Administrator can
create users with CallPilot and Contact
Center rights in Business Element
Manager. For more information, see the
Avaya Business Communications
Manager 6.0 Administration and Security
Guide.
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
Available
Available
Intelligent CLID/DNIS Routing 1000 rules
Overflow rules per skillset 20
Overflow skillsets 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
Limited Feature 983 telephone
administration
CallPilot Manager Available
Reporting for Contact Center Available
Expected Wait Time 20 tables
Activity Codes 2,000 entries
Multimedia Contact Center Available
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 Telephone Administration Guide
16 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
in 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 Contact
Center
Voice ports (shared with CallPilot or
dedicated)
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
Skillset mailboxes Default 0, Maximum 30
Default 2, maximum 50
30
Minimum 2, default 10, maximum 15
Supervisor functionality, including call
monitoring
Supervisor Help Available with Silent Monitor.
Maximum simultaneous monitoring
sessions
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
multi-digit fixed or variable strings
Silent monitor
6
Available
Available
NN40170-600NN40170-600
Features Intelligent Contact Center for BCM50
Delegated Contact Center Administration:
If you use an Avaya BCM system, there is
no dedicated or default CallPilot or
Contact Center Administrator user ID and
password. The System Administrator can
create users with CallPilot and Contact
Center rights in Business Element
Manager. tact Center rights in Business
Element Manager. For more information,
see the Avaya Business Communications
Manager 6.0 Administration and Security
Guide
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 rules per skillset 20
Available
Available
Chapter 1 Getting started 17
Overflow skillsets Default 0, maximum 29
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
CallPilot Manager Available
Reporting for Contact Center Available
Expected Wait Time 20 tables
Activity Codes 2,000 entries
Multimedia Contact Center Available
Available
Available
Must be enabled with keycode
Reporting for Contact Center must be enabled
to configure Activity Codes
Must be enabled with keycode
What you can administer through a telephone
Contact Center properties
Keycode
Reserved Channels “Reserved channels” on page 36
“To enable the Contact Center keycode” on page 33
Intelligent Contact Center Telephone Administration Guide
18 Chapter 1 Getting started
Supervisor Help “Setting the Supervisor Help request timeout” on page 38
Caller ID display settings “Setting Caller ID” on page 37
Lines “Configuring lines” on page 41
Answer lines status “Setting the Answer Lines status” on page 43
Reset Administrator password “Resetting the Contact Center Administrator password” on
Contact Center greetings “Recording a Contact Center greeting” on page 46
Skillsets
“Selecting skillsets supervisors can receive help requests
from” on page 40
page 43
NOTE: You must use CallPilot Manager to add Greeting
captions.
Parameters: name, number, control DN,
Message Waiting Indicator DN, Method of
Distribution, Break Time, Delay Answer,
Activity Code and Expected Wait Time
settings, service mode, prompt language,
attendant extension.
Monitor skillsets
Skillset mailboxes
initialize a skillset mailbox
change a skillset mailbox password
record skillset mailbox greetings
play skillset mailbox messages
Off-premise message notification “About Off-premise Message Notification” on page 91
Agents
Agent ID, name, supervisor, automatic
answer, missed call options, Activity Code
entry type
Assign agents to skillsets “Assigning an agent to a skillset” on page 124
Log an agent off “To log an agent off” on page 130
Reset an agent password “To reset an agent password” on page 132
Monitor agents
“Setting up a skillset” on page 53
“Setting the Service Modes for skillsets” on page 176
“Monitoring skillsets” on page 181
“About skillset mailboxes” on page 67
“Initializing a skillset mailbox” on page 70
“Skillset mailbox password” on page 73
“Recording skillset mailbox greetings” on page 76
“Playing skillset mailbox messages” on page 84
“To add an agent” on page 118
“Monitoring agent calls with Silent Monitor” on page 179
Routing
Intelligent Overflow Routing “To add Overflow rules” on page 142
Greeting step
Distribute for step
Goto step
Transfer step
Disconnect step
CLID/DNIS routing NOTE: You must use CallPilot Manager. You cannot
NN40170-600NN40170-600
“Adding a Greeting step” on page 152
“To add a Distribute for step” on page 157
“Adding a Goto step” on page 158
“Adding a Transfer step” on page 160
“Adding a Disconnect step” on page 163
administer CLID/DNIS routing via telephone
Expected Wait Time tables NOTE: You must use CallPilot Manager. You cannot
Activity Codes NOTE: You must use CallPilot Manager. You cannot
Caller Input Rule Tables NOTE: You must use CallPilot Manager. You cannot
Advanced Intelligent Caller Input Routing NOTE: You must use CallPilot Manager. You cannot
About this guide
Audience
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
Chapter 1 Getting started 19
administer EWT Tables via telephone.
administer Activity Codes via telephone.
administer Caller Input Rule Tables via telephone.
administer Advanced Intelligent Caller Input Routing via
telephone.
Acronyms
The following is a list of acronyms used in this guide.
Table 1
Acronym Description
BCM 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
Intelligent Contact Center Telephone Administration Guide
20 Chapter 1 Getting started
Table 1
Acronym Description
MWI Message Waiting Indication
NVM Avaya Norstar™ Voice Mail
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.
NN40170-600NN40170-600
Chapter 1 Getting started 21
Warning: Alerts you to remove the Avaya BCM main unit and
expansion unit power cords from the ac outlet before performing any
maintenance procedure.
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.These text
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
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
Intelligent Contact Center Telephone Administration Guide
22 Chapter 1 Getting started
Convention Description
plain Courier
text
FEATURE
HOLD
RELEASE
Related publications
This section provides a list of additional documents referred to in this guide.
CallPilot Manager Set Up and Operation Guide (NN40170-300)
CallPilot Telephone Administration Guide (NN40170-601)
Intelligent Contact Center Set Up and Operation Guide (NN40170-301)
Intelligent Contact Center Agent Guide (NN40040-101)
Intelligent Contact Center Supervisor Guide (NN40040-102)
Keycode Installation Guide (NN40010-301)
Avaya Business Communications Manager 6.0 Administration and Security Guide
(NN40170-603)
Indicates command syntax and system output (for example, prompts
and system messages).
Example:
Indicates that you press the button with the coordinating icon on
whichever set you are using.
Set Trap Monitor Filters
Avaya Business Communications Manager 6.0 Configuration—Devices Guide (NN40170-500)
Customer Service
Visit the Avaya Web site to access the complete range of services and support that Avaya
provides. Go to www.avaya.com or go to one of the pages listed in the following sections.
Navigation
• “Getting technical documentation” on page 22
• “Getting product training” on page 23
• “Getting help from a distributor or reseller” on page 23
• “Getting help from a distributor or reseller” on page 23
Getting technical documentation
To download and print selected technical publications and release notes directly from the Internet,
go to www.avaya.com/support.
NN40170-600NN40170-600
Chapter 1 Getting started 23
Getting product training
Ongoing product training is available. For more information or to register, you can access the Web
site at 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 www.avaya.com/support.
Intelligent Contact Center Telephone Administration Guide
24 Chapter 1 Getting started
NN40170-600NN40170-600
Chapter 2
About Contact Center telephone administration
Setting up Contact Center with a two line display telephone
You cannot use a single line display telephone to set up and administer Contact Center. You must
use a two line display telephone. Two line display telephones show Contact Center commands and
options. A 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 dia.
An example of a two line display
25
Display command line
Display button options
Display buttons
System timeout
If you pause longer than 2 minutes (120 seconds) when you program Contact Center on a two line
display telephone, the system times out and ends the session. This is a safety feature that prevents
unauthoried use of the system.
For example, if the system times out before you enter all the settings for a skillset, you must use
the procedures in “Changing skillset properties” on page 59 to finish setting up the skillset.
Skillset 1: Enabled
SKILL NEXT
Intelligent Contact Center Telephone Administration Guide
26 Chapter 2 About Contact Center telephone administration
Using the dialpad
The buttons on your display telephone dialpad act as both numbers and letters. Each button
represents a number and letters of the alphabet.
To enter a character
To accept a character
To delete a character
Numbers and letters on the .
press the dialpad button that represents the letter or number. Press the
button again to see the next letter or number.
press £ or press another . When you press another , the cursor advances
and the display shows the first character on the new .
press the
BKSP display button.
⁄ 1 ’ - ¤ A B C 2 a b c ‹ D E F 3 d e f
› G H I 4 g h i fi J K L 5 j k l fl M N O 6 m n o
‡ P Q R S 7 p q r s ° T U V 8 t u v · W X Y Z 9 w x y z
• Quit ‚ Q Z Zero q z £ Accepts the displayed letter and “,”
(comma)
The display can show up to 16 characters. Whether the prompt remains on the display depends on
the type of prompt that is displayed.
Pswd:1111
OTHR RETRY OK
This is an example of a display with fewer than 16 characters, where
the command line prompt remains on the display.
Name:
RETRY BKSP OK
P
RETRY BKSP OK
PARTRIDGE
RETRY BKS P O K
The prompt disappears for these command line prompts:
• Name:
•Log:
•Dest ph:
NN40170-600NN40170-600
This display shows the Name: command line prompt.
When you begin to enter the last name, the Name: command line
prompt disappears. For example, if you enter the name Partridge, you
press the pad ‡ for P, and the display drops the Name: prompt.
Although the name is only nine characters long, the command line
prompt is not shown on the display after you enter the entire name.
Chapter 2 About Contact Center telephone administration 27
Symbols and conventions used in this guide
These conventions and symbols are used to represent the Business Series Terminal display and.
Convention Example Used for
Word in a special font (in the top
line of the display)
Underlined word in capital letters
(on the bottom line of a two line
display telephone)
Dialpad buttons
About telephone buttons
This table shows the Business Series Terminal buttons. Use the buttons that pertain to the type of
telephone you use.
Avaya 7100 Digital
Deskphone, Avaya
7208 Digital
Button name
Feature
Handsfree Bottom right-hand
Deskphone, T7316
button
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.
M7100, M7208, M7310,
M7324
. Press the button directly below the
M7100N, M7208N,
M7310N, M7324N
ƒ
©
Hold
Volume Control
Release
≥ ˙
√ √
® ®
You can enter ≤, ƒ or and the code to use a feature. For example, press
≤·°⁄ to access your mailbox.
The Avaya 7100 Digital Deskphone works differently from other telephones on your system
because it does not have line buttons. Where other telephones require that you select a line button
to answer a call, on the Avaya 7100 Digital Deskphone terminal you pick up the handset. Where
other telephones require you to select a line button to take a call off hold, you press ≥ on the
Avaya 7100 Digital Deskphone terminal.
On Avaya 7100 Digital Deskphone terminals, you can answer a second call by pressing ≥.
Your active call is put on hold and you connect to the waiting call. You can have no more than two
active calls at one time.
Intelligent Contact Center Telephone Administration Guide
28 Chapter 2 About Contact Center telephone administration
Feature codes
You use Feature Codes to perform Contact Center functions on your telephone.
Feature Codes are assigned during installation. This guide shows the default Feature Codes.
Contact Center can also use custom Feature Codes. If the default Feature Codes are used by
another application, your system automatically assigns custom Feature Codes. If your System
Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page
200 to record the Custom Feature Codes.
To determine the Feature Codes
1 Press ≤·•⁄.
Login/out: F9xx
NEXT
Ready Mode: F9xx
NEXT
2 The display shows the name and number of the Log In/Log Out
Feature Code. xx represents a number between 00 and 99.
3 Press NEXT
4 The display shows the name and number of the Ready Mode Feature
Code.
5 Press NEXT
6 When the display shows QUIT
7 Press ® to end the session.
.
to see more Feature Codes.
you have seen all the Feature Codes.
NN40170-600NN40170-600
Chapter 2 About Contact Center telephone administration 29
Programming a memory button with a Feature Code
Each Feature Code can be programmed to a memory button. Avaya recommends that you use
memory buttons with indicators to program the Feature Codes. A memory button indicator is the
triangle next to a memory button.
You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready
status of agents. For information about how the status appears, see the Intelligent Contact Center
Agent Guide (NN40040-101).
For information about using programmed memory buttons to monitor call activity, see Primary
and Secondary alert times in “Skillset properties” on page 50.
To program a memory button
1 Press ≤•‹.
Do not lift your handset.
Program Features
Press a button
QUIT
Feature Code:
QUIT
F__
QUIT CLEAR
2 The display shows Program Features.
3 Press a memory button with an LCD indicator.
4 Press ≤.
5 Enter the Feature Code number that you want to program.
For example, enter ·‚· to program the Display Waiting Calls
Feature Code. See the tables “Feature Codes used by Contact Center
agents” on page 32 and “Agent Feature Codes” on page 32 for the
Feature Codes.
Repeat steps 1 through 5 for each Feature Code you want to
program.
Programmed
6 The display shows that the button is programmed, and then ends the
session.
Use the paper labels that come with your telephone to identify the programmed button. To use the
Feature Code, press the labeled button.
Intelligent Contact Center Telephone Administration Guide
30 Chapter 2 About Contact Center telephone administration
Feature Codes used by Contact Center supervisors
Use this Feature Code To...
Open Mailbox
≤ ·°⁄
Operator Settings
≤ ·°¤
Voicemail DN
≤ ·°fi
Display Waiting Calls
Skillset Status
≤ ·‚·
• open skillset mailboxes
• record skillset mailbox greetings
• listen to messages in the skillset mailbox
• set or change the operator extension
• indicate whether the operator is available
• select the day and night service modes for skillsets
• change the password for Operator Settings
For more information about the Operator Feature Code, see “Setting the Service
Modes for skillsets” on page 176 and “Resetting the Operator password” on page
195.
• display the skillset mailbox number (Control DN) for each skillset
• display the extension for Message Waiting Indication for the skillset mailbox
• reset the passwords of the Contact Center Administrator and the operator
For more information about the Control DN, see “Determining a skillset mailbox
number” on page 68.
For more information about resetting the Operator and Contact Center
Administrator passwords, see “Resetting the Contact Center Administrator
password” on page 43 and “Resetting the Operator password” on page 195.
• view real-time status information about skillsets. You can see how busy your
contact center is so that you can adjust skillset staffing
• view whether a skillset is enabled or disabled
• view the number of agents logged on to the skillset
• view the number of calls waiting
• view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory button
that has an indicator with
Refer to “Programming a memory button with a Feature Code” on page 29.
≤ ·‚·.
Log on/Log off
≤·‚›
Monitor agents
≤·‚fi
Supervisor Help
≤·‚fl
NN40170-600NN40170-600
• log agents off if they forget to log off.
For information, see “To log an agent off ” on page 130.
• lets you monitor agents
• lets you take agents’ help requests
Loading...