AVAYA Visual Vectors 14 User Guide

Avaya Visual Vectors

Release 14 User Guide

07-601889

February 2007

Notice

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

Documentation disclaimer

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

Link disclaimer

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

Warr ant y

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

http://www.avaya.com/support

License

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

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

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

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

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

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

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

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

Third-party components

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

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

("GENERAL LICENSE TERMS"). IF

Preventing toll fraud

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

Avaya fraud intervention

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

http://www.avaya.com/support

Trademarks

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

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

Downloading documents

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

http://www.avaya.com/support

Avaya support

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

http://www.avaya.com/support

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Reason for reissue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Software documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . 13

Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . 13

Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

General information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

What is Visual Vectors software? . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Supported switches and capacities . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Single and multiple ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Supported switch capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Prerequisite switch and CMS features . . . . . . . . . . . . . . . . . . . . . . . . . 16

ACD administration and Visual Vectors . . . . . . . . . . . . . . . . . . . . . . 17

Call Vectoring and Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . . . 17

Things to know before using Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . 17

Interactions with CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Interactions with CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Things to know about call center data . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

How CMS stores and tracks ACD data . . . . . . . . . . . . . . . . . . . . . . . . . 19

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Setting up the My World objects directory. . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Introduction to the My World objects directory . . . . . . . . . . . . . . . . . . . . . . 21

My World directory features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Connecting to a CMS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Connection types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Connecting to an existing server . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Connecting to a new CMS server . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Visual Vectors R14 User Guide February 2007 3

Contents

Managing objects in the My World directory. . . . . . . . . . . . . . . . . . . . . . . . 23

Selecting objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Adding objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Deleting objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Getting information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Deleting an object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Renaming objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Getting information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Doing the renaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Changing other object properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

My World objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Defining My World objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

My World object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

ScratchPad object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CMS object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

ACD object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Announcement Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Announcement object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Split/Skill Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Split/Skill object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Trunk Group Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Trunk Group object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Vector Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Vector object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

VDN Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

VDN object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

My World object properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Defining object properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

My World object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

ScratchPad object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

CMS object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

ACD object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Announcement Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Announcement object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Split/Skill Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Split/Skill object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Trunk Group Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Trunk Group object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Vector Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

4 Visual Vectors R14 User Guide February 2007

Contents

Vector object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

VDN Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

VDN object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Using Visual Vectors Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Introduction to Visual Vectors Framework . . . . . . . . . . . . . . . . . . . . . . . . . 41

Features of Visual Vectors Framework. . . . . . . . . . . . . . . . . . . . . . . . . 41

Connecting to CMS servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Logging in to an existing server . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Logging in to a new server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Disconnecting from CMS servers. . . . . . . . . . . . . . . . . . . . . . . . . . 43

Framework window objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Minimize, Maximize/Restore, and Close buttons . . . . . . . . . . . . . . . . . 43

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Status bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Tools Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Window menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Using Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Features of Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Navigator window objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Status indicators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Status messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Using the Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Introduction to the Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Vector Editor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Opening and closing the Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . 50

Vector Editor window objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Using Vector Editor windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Accessing vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Methods used to access vectors . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Accessing vectors from Navigator . . . . . . . . . . . . . . . . . . . . . . . . . 51

Accessing vectors from Vector Editor . . . . . . . . . . . . . . . . . . . . . . . 51

Saving and printing vectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Saving vectors in Navigator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Visual Vectors R14 User Guide February 2007

Contents

Printing vector graphics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Using vector steps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Vector step palettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Vector step properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Announcement (Input/Output) step properties . . . . . . . . . . . . . . . . . . 56

Timed Announcement (Input/Output) step properties . . . . . . . . . . . . . . 56

Music (Input/Output) step properties. . . . . . . . . . . . . . . . . . . . . . . . 57

Ringback (Input/Output) step properties. . . . . . . . . . . . . . . . . . . . . . 57

Silence (Input/Output) step properties . . . . . . . . . . . . . . . . . . . . . . . 58

Reply (Input/Output) step properties . . . . . . . . . . . . . . . . . . . . . . . . 58

Consider (Input/Output) step properties . . . . . . . . . . . . . . . . . . . . . . 58

Collect (Input/Output) step properties . . . . . . . . . . . . . . . . . . . . . . . 59

Converse (Input/Output) step properties. . . . . . . . . . . . . . . . . . . . . . 60

Set (Input/Output) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Busy (End) step properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Stop (End) step properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Disconnect (End) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Return (End) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Caller Info (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Center Info (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . . 64

Queue Activity (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . 65

Agent Activity (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . 66

Time Of Day (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . . 67

Holiday (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Variable (Test) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Media-Gateway/Port-Network registration (Test) step . . . . . . . . . . . . . . 68

Server (Test) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Service Hour (Test) step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Queue Activity (Queue) step properties . . . . . . . . . . . . . . . . . . . . . . 69

Center Info (Queue) step properties . . . . . . . . . . . . . . . . . . . . . . . . 70

Agent Activity (Queue) step properties . . . . . . . . . . . . . . . . . . . . . . 71

Queue Unconditional (Queue) step properties . . . . . . . . . . . . . . . . . . 72

Route To Number (Routing) step properties. . . . . . . . . . . . . . . . . . . . 73

Route To Digits (Routing) step properties . . . . . . . . . . . . . . . . . . . . . 73

Adjunct Route (Routing) step properties. . . . . . . . . . . . . . . . . . . . . . 74

Messaging Skill (Routing) step properties . . . . . . . . . . . . . . . . . . . . . 74

Goto Vector (Routing) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Creating a new Goto vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Disconnecting weekend calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Selecting ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

6 Visual Vectors R14 User Guide February 2007

Contents

Routing callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Playing an announcement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Moving or copying vectors to ACDs of different types . . . . . . . . . . . . . . . . 81

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Commenting and uncommenting vector steps . . . . . . . . . . . . . . . . . . . . 82

Using the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Introduction to the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . 83

Features of the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . 83

Starting the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . . . 83

VDN Assignment Wizard window objects . . . . . . . . . . . . . . . . . . . . . . . 84

Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Minimize, maximize/restore and close buttons . . . . . . . . . . . . . . . . . . 84

Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Using VDN Assignment windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Assigning VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Accessing the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . 85

Using the Available for Selection window . . . . . . . . . . . . . . . . . . . . . 85

Using the Edit Assignment window . . . . . . . . . . . . . . . . . . . . . . . . 87

Using the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Introduction to the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . 89

Features of the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . 89

Starting the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Import Export Wizard objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Minimize, maximize/restore and close buttons . . . . . . . . . . . . . . . . . . 90

Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Importing and exporting vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Exporting Vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Accessing the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . 91

Using the Available for Selection window . . . . . . . . . . . . . . . . . . . . . 92

Using the Archive File and Export Summary windows . . . . . . . . . . . . . . 93

Importing vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Accessing the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . 94

Using the Available for Selection and Summary windows . . . . . . . . . . . . 95

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Troubleshooting FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Installing and uninstalling Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . 97

Importance of the HOME variable . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Visual Vectors R14 User Guide February 2007

Contents

Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Avaya Supervisor integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Performance issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Miscellaneous issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

General computer issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

8 Visual Vectors R14 User Guide February 2007

Preface

This Avaya Visual Vectors Release 14 User Guide is written primarily for the Avaya Call Management System (CMS) administrator who has access to all areas on one or more CMS servers, and secondarily, for auxiliary administrators and split/skill supervisors who have limited access to Vectors and Vector Directory Numbers.

This section includes the following topics:

● Intended audience on page 9

● Reason for reissue on page 10

● Availability on page 10

● Related documentation on page 11

● Support on page 14

Intended audience

This guide is intended for individuals who use Avaya Visual Vectors to manage and create various types of switch objects in a call center network. It assumes that you are familiar with:

● The operation of your computer and the Microsoft Windows® operating system that is

installed on it.

Important:

Important: Avaya does not provide technical support for Visual Vectors on Windows 95, or

Windows 98 systems. Installation of older Windows versions is permissive. This means that it may be possible to install and run the Visual Vectors client software on older Windows systems. However, if technical problems occur, upgrade of the client operating system to a fully supported Windows platform is required.

● The operation of communication servers and the Avaya Call Management System.

Visual Vectors R14 User Guide February 2007 9

Preface

Reason for reissue

This document is being reissued because the Visual Vectors client was updated to be compatible with vector enhancements through Avaya Communication Manager 4.0. Any vectoring enhancements since Communication Manager 4.0 are not accessible using the Visual Vectors client.

Availability

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

Note:

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

documents ordered from the Avaya Publications Center must be purchased.

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

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

Voice:

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

Fax:

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

Mail:

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

E-mail:

totalware@gwsmail.com

10 Visual Vectors R14 User Guide February 2007

Support

Contacting Avaya technical support

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

For United States support:

1- 800- 242-2121

For international support:

See the 1-800 Support Directory

Escalating a technical support issue

http://www.avaya.com

http://docs.sun.com

listings on the Avaya Web site.

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

listings on the Avaya Web site.

14 Visual Vectors R14 User Guide February 2007

Introduction

This Avaya Visual Vectors Release 14 User Guide gives you the information you need to use the Visual Vectors client software package.

This chapter includes the following sections:

● General information on page 15

● Things to know before using Visual Vectors on page 17

● Things to know about call center data on page 18

● Technical Support on page 19

General information

This section presents a brief overview of what the software does, who uses it, and how it works, followed by an overview of supporting hardware and software.

This section includes the following information:

● What is Visual Vectors software? on page 15

● Supported switches and capacities on page 16

● Prerequisite switch and CMS features on page 16

What is Visual Vectors software?

Avaya Call Management System (CMS) is a software product for businesses and organizations who receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) and Call Vectoring features of an Avaya communication server. The CMS server collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the switch.

The CMS administrator can access the CMS database, generate reports, administer ACD parameters, and also monitor call activities to determine the most efficient service possible for the customers. The CMS server supports Avaya CMS Supervisor client computers.

Visual Vectors R14 User Guide February 2007 15

Introduction

The Visual Vectors Server software is installed on the same server as the CMS software. The Visual Vector Server software supports Visual Vectors client software installed on PC workstations. Using the client software, administrators can change certain properties of call center entities, as well as create and edit vectors, assign Vector Directory Numbers (VDNs) to vectors, and set VDN Skill Preferences.

Supported switches and capacities

Single and multiple ACDs

Depending on which server you have and how the CMS software was installed, the CMS software can communicate with as many as eight ACDs.

Depending on how the Visual Vectors Server software was installed and configured, the Visual Vectors client software can communicate with as many as 20 CMS servers.

References to multiple ACDs in this document refer to configurations with multiple switches. If you have only one switch, you can ignore the considerations for multiple ACDs.

Supported switch capacities

Visual Vectors supports the following capacity increases:

● 2000 trunk groups per ACD

● 8000 trunk groups per CMS

● 3000 announcements per ACD

● 2000 Skill IDs

● 2000 vectors

● 99 vector steps

The Visual Vectors client was last updated to be compatible with vector enhancements through Avaya Communication Manager 4.0. Any enhancements since Communication Manager 4.0 are not accessible using the Visual Vectors client.

Prerequisite switch and CMS features

CMS includes a feature for administering automatic call distribution (ACD) and optional features for managing aspects of the system. The features required to use Visual Vectors software are described below.

16 Visual Vectors R14 User Guide February 2007

ACD administration and Visual Vectors

CMS and Visual Vectors software provide an administrative interface to the switch. The CMS software supports CMS Supervisor clients. Using the Agent Administration and Call Center Administration areas, you can use Supervisor to view or change various parameters on the switch that are related to ACD, Vectoring, and Expert Agent Selection (EAS). You can also run reports that describe your call center configuration.

For example, you can:

● Add agents to or remove agents from splits or skills

● Move extensions between splits

● Change skill assignments

● Change the following assignments: trunk group-to-split, trunk group-to-VDN,

VDN-to-vector

● Start an agent trace and list the agents being traced

Using Visual Vectors client software, administrators can change certain properties of call center entities, as well as create and edit vectors, assign VDNs to vectors, and set VDN Skill Preferences.

Things to know before using Visual Vectors

The Visual Vectors administrator should coordinate with the switch administrator to be sure that the needed ACD and CMS configurations are understood by both administrator.

Call Vectoring and Visual Vectors

The Avaya Call Vectoring feature enables you to create, copy, and edit vectors on any supported communication servers. Call vectors direct calls to specified on-network or off-network destinations, to queues in ACD splits, or to treatments such as music, recorded announcements, forced disconnect, and forced busy. Visual Vectors provides an intuitive graphical user interface for the Call Vectoring feature.

Things to know before using Visual Vectors

This section describes the interactions of Visual Vectors software with other call center client software.

This section includes the following information:

● Interactions with CMS Supervisor on page 18

● Interactions with CMS on page 18

Visual Vectors R14 User Guide February 2007

Introduction

Interactions with CMS Supervisor

Visual Vectors software is designed to work with the most current version of the CMS Supervisor software. If CMS Supervisor is correctly installed on your client computer, the Visual Vectors Framework window displays a toolbar icon which you can use to start Supervisor. You can also select Supervisor from the Tools menu.

Although you may be able to run Supervisor from Visual Vectors, the two software programs do not interact directly. If information from the two programs does not seem to match, first try to log off the CMS server in each program, and then log back on. This will cause Supervisor to read the configuration file in Visual Vectors and respond with the correct information.

Using CMS Supervisor: Use Supervisor software to do the following:

● Generate reports on the VDNs, vectors, and skill preferences you assigned using Visual

Vectors tools

● Assign names to splits or skills, trunk groups, ACDs, Vectors, and VDNs in the CMS

Dictionary, so that the objects in your “My World” directory of objects.

If CMS Supervisor Version 8 or later is installed, there will be a Visual Vectors icon on the CMS Supervisor toolbar.

Interactions with CMS

Visual Vectors release 14 (R14) works with CMS R14 or later.

If information obtained from the two client software programs does not seem to match, log off the CMS server from each client software program, and then log back on. This will cause the CMS server software to read the configuration file in Visual Vectors and respond with the correct information.

Important:

Important: Edit vectors only in Visual Vectors. If you use any other way to edit vectors, such

as a CMS terminal, the vector step comments will be converted to floating comments.

Things to know about call center data

This section describes the Avaya CMS processes for storing and tracking switch data for your call center. The information is intended to give you an overview of how CMS works, where CMS stores data, and how Visual Vectors Server software accesses CMS Dictionary and User Permissions data.

18 Visual Vectors R14 User Guide February 2007

This section includes the following information:

● How CMS stores and tracks ACD data on page 19

How CMS stores and tracks ACD data

Real-time and historical databases: CMS stores the ACD data that is received from the

switch in the real-time and historical databases. Within each of these databases, CMS stores the specific ACD data for agents, splits or skills, trunks, trunk groups, vectors, and VDNs in separate database tables. Call work codes (CWC) also have separate database tables in the real-time and historical database.

Summarizing CMS data: As CMS collects the real-time data from the ACD, the data is stored in the current intrahour interval tables (agent, split/skill, trunk, trunk group, vector, and VDN) until the end of the interval. At the end of the current intrahour interval, data is archived to the previous intrahour interval tables and to the intrahour historical tables. At the time that you designate, the historical intrahour data is summarized into daily data. At the end of your designated week, which is specified on the System Setup subsystem Storage Intervals window, the daily data is summarized into weekly data. On the first day of a new month, monthly summaries are generated from the daily data for the previous month.

Technical Support

CMS Dictionary: The CMS Dictionary contains names for call center ACDs and their entities,

including announcements, splits or skills, trunk groups, VDNs, and vectors. The assigned names appear on CMS reports to make them easier to interpret, as well as in Visual Vectors software to make it easier to use. You can use Visual Vectors tools to rename entities, or edit certain other properties of those entities.

User permissions: Visual Vectors software determines what users can view and modify based on CMS User Permissions. For example, if a user has read access for an ACD and/or its vectors but does not have write access, the user is not able to save or copy a vector to that ACD. Likewise, if a user does not have read or write access permissions for a certain type of entity, for example, VDNs, the folder for those entities on the ACD appears empty in Navigator.

Technical Support

If you have a problem: If you have a problem with Visual Vectors, first consult the following:

● Help Contents and alphabetical Index

● The readme.txt file that is delivered with the software

Visual Vectors R14 User Guide February 2007

Introduction

Important: The readme.txt file includes late-breaking changes to and news about the

Information to provide the system administrator: If these sources do not contain answers to your questions, contact your CMS system administrator. The system administrator may need information from you:

● The version installed on your PC (select the About... item from the Help Menu and note the

● The name or IP address of your CMS server (the system administrator will know the

● The type of connection you have to the server (serial or over a network).

● The manufacturer and model of your PC, as well as the amount of RAM installed.

Important:

software. Use a text editor such as Notepad to read the file.

load number in the upper-right corner).

version and load of CMS installed on your server).

20 Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

This chapter explains how to set up the My World objects directory that is displayed in Navigator. It includes the following sections:

● Introduction to the My World objects directory on page 21

● Managing objects in the My World directory on page 23

Introduction to the My World objects directory

This section provides an introduction to My World features and explains how to connect to a new CMS server or add a new CMS server to the My World directory.

This section includes the following information:

● My World directory features on page 21

● Connecting to a CMS server on page 21

My World directory features

Visual Vectors handles all call center network entities as objects. An object is a set of computer instructions with properties you define. This chapter explains how to perform actions on objects in the My World objects directory, including how to select objects, rename objects, delete objects, and so forth.

ACD folders: Each CMS object in the My World directory can contain as many as eight ACD objects, each of which contains entity folders for announcements, split or skill objects, trunk groups, VDNs, and vectors.

Connecting to a CMS server

You can use the Connect menu item or toolbar button to log in to a CMS server.

Visual Vectors R14 User Guide February 2007 21

Setting up the My World objects directory

Connection types

From the Visual Vectors Framework menu, you can connect to one or more existing CMS servers or you can add a new CMS server. You are limited to one instance of a login ID per server.

Connecting to an existing server

To establish a CMS connection when the server is already listed in the My World directory of objects:

1. Do one of the following:

● Select Connect from the File menu or click the Connect icon on the toolbar.

● Select a CMS server in the My World objects directory from the Connect to server:

drop-down list.

The Connect to server window appears.

2. Enter your CMS login Id and password.

3. Click Connect.

The system displays a status message that indicates that the software is connecting to the CMS server.

Connecting to a new CMS server

To establish a connection with a new CMS server that is not already listed in the My World objects directory:

1. Do one of the following:

● In the Visual Vectors Framework window, select Connect from the File menu.

● In the Navigator window, highlight My World in the left-hand pane, and then select

New CMS from the File menu or shortcut menu, or click New in the Navigator toolbar.

The system displays the New CMS window.

2. Enter the following information:

● In the Server Network Address: field, enter the hostname or IP address of a CMS

server

● In the Login Id: field, enter your CMS login ID

● in the Password: field, enter your CMS password

3. Click OK.

If the CMS server you entered:

22 Visual Vectors R14 User Guide February 2007

Managing objects in the My World directory

● Exists and can be connected to, a new CMS object is added to the My World

directory and you are connected to this new server. If the connection is broken or dropped while you are working with tools, you will be prompted to save online open vectors elsewhere.

● Does not exist or cannot be connected to, an error message is displayed showing

the cause of the failure.

Managing objects in the My World directory

This section describes how to manage objects in the My World directory.

This section includes the following information:

● Selecting objects on page 23

● Adding objects on page 24

● Deleting objects on page 25

● Renaming objects on page 26

● Changing other object properties on page 27

Selecting objects

To perform any action on an object in the My World directory, you must first select the object. To select an object, choose either of the following methods:

● Click the object.

● Use the arrow keys to highlight the item and then press Enter.

Input window actions: The following table describes the features of the input window.

Feature Action

Menu bar Pull down a list of actions, edit options, and online Help.

Toolbar action buttons

Input fields Type in the information that is needed to complete an action.

Click a button to perform an action.

Selection list View a list of the content that you may enter in the input field.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Adding objects

You can add three types of objects from you call center network to the My World directory:

● CMS servers

● Vectors

● New scratchpads

Note:

Note: New CMS servers are added to the My World directory whenever you make an

initial connection to a CMS server. For more information, see Connecting to a

new CMS server on page 22.

To add a new vector or scratchpad to the My World directory (for example, a new vector for an ACD in the Vector Folder), you must first select a container for the object in a Navigator window.

Note:

Note: If you add or save a vector to the Vector Folder on a measured ACD, it is also

added to the CMS database.

Procedure: To add a new vector or ScratchPad to the My World directory:

1. In the Navigator window, highlight a ScratchPad or Vector Folder in the left-hand pane, and then click the right mouse button. The system displays the shortcut menu.

2. Do one of the following:

● If you selected a Vector Folder and are online select New from the shortcut list.

● If you selected a Vector Folder and are offline, select a vector type from the shortcut

list.

● If you selected a ScratchPad, select New from the shortcut menu.

The system displays the New Vector or New ScratchPad window.

3. Fill in the required information in the input fields in the window. For a new vector, you need to enter a name. If you are adding a new vector to an ACD, an Id is also required.

4. Click OK.

If the addition was:

● Successful, the system displays the new object in the Navigator window.

● Not successful, the system displays an error message showing the cause of the

failure.

24 Visual Vectors R14 User Guide February 2007

Deleting objects

Procedure

You may want to delete a CMS from the My World directory or a vector from the CMS database.

Getting information

You may want to obtain additional information before you delete an object from the My World directory.

To obtain information about the object before you delete it:

1. Select the object in the Navigator window and then do one of the following:

● Select Properties from the File menu or shortcut menu.

● Click the Properties icon on the toolbar.

Managing objects in the My World directory

● Press Alt+Enter.

The system displays the Properties window.

2. Locate and note the relevant information. For example, verify that you have permission to delete the item.

Deleting an object

To delete a CMS server or vector listed in the My World directory:

1. Select the object in the Navigator window.

2. Do one of the following:

● Select Delete from the File menu or shortcut menu.

● Click the Delete icon on the toolbar.

● Press Delete.

If the deletion was:

Successful, the contents of the object (steps) are removed causing the vector to not appear in Navigator.

Not successful, the system displays an error message showing the cause of the failure.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Renaming objects

You may want to rename an object that already exists in the My World directory. You may need to obtain information from the CMS database before renaming the item for future reference.

Getting information

To obtain information from the CMS database before you rename the item:

1. Select the object in the Navigator window and then do one of the following:

● Select Properties from the File menu or shortcut menu.

● Click Properties on the toolbar.

● Press Alt+Enter.

The system displays the Properties window.

2. Locate and note the relevant information. For example, verify the type of the vector you want to rename.

3. Close the Properties window.

Doing the renaming

To rename an ACD object in the CMS database:

1. Select the object in the Navigator window.

2. Do one of the following:

● Select Rename from the File menu or shortcut menu.

● Click Rename on the toolbar.

The system displays the Renaming object window with the Name property field highlighted.

3. Type in the new name or edit the existing name and then click OK.

If the object was

● Renamed, the system displays the new name in the Navigator window.

● Not renamed, the system displays an error message that shows the cause of the

failure.

26 Visual Vectors R14 User Guide February 2007

Changing other object properties

Procedure: Use this procedure to change properties of one or more objects or entities, such as

a split/skills, vectors, VDNs, or trunk groups.

1. Select one or more object in the Navigator window and then do one of the following:

● Select Properties from the File menu or shortcut menu.

● Click Properties on the toolbar.

● Press Alt+Enter.

If a single object was selected, the system displays the Properties dialog. If multiple objects were selected, the system displays the Properties of Many Objects dialog.

The window contains properties for the object or objects for which you have permissions in the CMS Dictionary.

2. Type the new values in the fields you want to change.

The system displays a red box around any property fields with invalid values.

My World objects

3. When you have made all of your changes and no red boxes are displayed, click OK.

My World objects

Objects include items on which you can perform actions in the My World directory. For example, the objects may be vectors, trunk groups, or ACDs.

No matter which tool you use to select an object, the way in which you perform an action on the object is the same.

This section includes the following information:

● Defining My World objects on page 27

Defining My World objects

The following list includes possible objects in the My World directory. To perform actions on the object, click the object using the right mouse button.

● My World object on page 28

● ScratchPad object on page 28

● CMS object on page 29

● ACD object on page 29

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

● Announcement Folder object on page 30

● Announcement object on page 30

● Split/Skill Folder object on page 30

● Split/Skill object on page 31

● Trunk Group Folder object on page 31

● Trunk Group object on page 31

● Vector Folder object on page 32

● Vector object on page 32

● VDN Folder object on page 33

● VDN object on page 33

My World object

The following table describes the My World object:

Actions Description

Explore Expands My World to show one or more CMS Servers for which

Disconnect All Displays the Disconnect window with all connected CMS servers

Navigator Launches the Navigator window with the My World director as

New If the CMS submenu is clicked, accesses the New CMS window

Properties Displays the properties of the My World directory.

ScratchPad object

The following table describes the ScratchPad object:

Actions Description

Explore Expands the ScratchPad.

you have read or read and write permission.

highlighted.

the place to start browsing.

to add a new server to your world.

Navigator Launches the Navigator window with the ScratchPad as the place to

start browsing.

New Creates a new ScratchPad or new vectors.

28 Visual Vectors R14 User Guide February 2007

Actions Description

Cut Cuts the selected ScratchPad, to be pasted later.

Copy Copies an object, to be pasted later.

Paste Pastes an object that has been cut or copied.

Delete Deletes the ScratchPad.

Rename Places the user in edit mode for the ScratchPad name field in the

Properties Displays the properties of the ScratchPad.

CMS object

The following describes the CMS object:

Actions Descriptions

My World objects

Renaming ScratchPad window.

Explore Expands the CMS object to show one or more ACDs for which you

Connect Displays the Connect to server window for this CMS.

Disconnect Displays the Disconnect window with this CMS highlighted.

Navigator Launches the Navigator window with the CMS as the place to start

Delete Removes the CMS from the My World directory.

Properties Displays the properties of the CMS.

ACD object

The following table describes the ACD object:

Actions Descriptions

Explore Expands the ACD object to show folders of CMS entities.

Navigator Launches the Navigator window with the ACD as the place to start

have read or read and write permission.

browsing.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Actions Descriptions

Rename Places you in edit mode for the “ACD name” field in the Renaming

ACD window.

Properties Displays properties of the ACD.

Announcement Folder object

The following table describes the Announcement Folder object:

Actions Descriptions

Explore Expands the Announcement Folder.

Navigator Launches the Navigator window with the folder as the place to start

browsing.

Properties Displays the properties of the Announcement folder.

Announcement object

The following table describes the Announcement object:

Actions Descriptions

Navigator Launches the Navigator window with the announcement as the place

to start browsing.

Rename Places the user in edit mode for the “Announcement name” field in the

Renaming Announcement window.

Properties Displays the properties of the announcement.

Split/Skill Folder object

The following table describes the Split/Skill Folder object:

Actions Descriptions

Explore Expands the Split/Skill Folder.

Navigator Launches the Navigator window with the folder as place to start

browsing.

Properties Displays the properties of the Split/Skill Folder.

30 Visual Vectors R14 User Guide February 2007

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