Call Center Litttle Instruction Book

8/3/2019 Call Center Litttle Instruction Book

http://slidepdf.com/reader/full/call-center-litttle-instruction-book 1/156

585-210-505Comcode 700200215

Issue 1May 2002





© 2002, Avaya Inc.All Rights Reserved

Notice

Every effort was made to ensure that the information inthis document was complete and accurate at the timeof printing. However, information is subject to change.

Preventing Toll Fraud

“Toll fraud” is the unauthorized use of yourtelecommunications system by an unauthorized party(for example, a person who is not a corporateemployee, agent, subcontractor, or working on yourcompany's behalf). Be aware that there may be a riskof toll fraud associated with your system and that, if tollfraud occurs, it can result in substantial additionalcharges for your telecommunications services.

Avaya Fraud Intervention

If you suspect that you are being victimized by toll fraudand you need technical assistance or support, call

Technical Service Center Toll Fraud InterventionHotline at +1 800 643 2353 for the United States andCanada. For additional support telephone numbers,see the Avaya web site:

http://www.avaya.com

Click on Support, then click on Escalation Lists USand International. This web site includes telephonenumbers for escalation within the United States. Forescalation telephone numbers outside the UnitedStates, click on Global Escalation List.

Providing Telecommunications Security

Telecommunications security (of voice, data, and/or

video communications) is the prevention of any type ofintrusion to (that is, either unauthorized or maliciousaccess to or use of) your company'stelecommunications equipment by some party.

Your company's “telecommunications equipment”includes both this Avaya product and any other voice/ data/video equipment that could be accessed via thisAvaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporateemployee, agent, subcontractor, or working on yourcompany's behalf. Whereas, a “malicious party” isanyone (including someone who may be otherwiseauthorized) who accesses your telecommunicationsequipment with either malicious or mischievous intent.

Such intrusions may be either to/through synchronous(time-multiplexed and/or circuit-based) orasynchronous (character-, message-, or packet-based)equipment or interfaces for reasons of:

• Utilization (of capabilities special to theaccessed equipment)

• Theft (such as, of intellectual property,financial assets, or toll-facility access)

• Eavesdropping (privacy invasions tohumans)

• Mischief (troubling, but apparently innocu-

ous, tampering)• Harm (such as harmful tampering, data

loss or alteration, regardless of motive orintent)

Be aware that there may be a risk of unauthorizedintrusions associated with your system and/or itsnetworked equipment. Also realize that, if such anintrusion should occur, it could result in a variety oflosses to your company (including but not limited to,human/data privacy, intellectual property, materialassets, financial resources, labor costs, and/or legalcosts).

Your Responsibility for Your Company’sTelecommunications Security

The final responsibility for securing both this systemand its networked equipment rests with you - an Avayacustomer's system administrator, yourtelecommunications peers, and your managers. Basethe fulfillment of your responsibility on acquiredknowledge and resources from a variety of sourcesincluding but not limited to:

• Installation documents• System administration documents• Security documents

• Hardware-/software-based security tools• Shared information between you and your

peers• Telecommunications security experts

To prevent intrusions to your telecommunicationsequipment, you and your peers should carefullyprogram and configure:

• your Avaya-provided telecommunicationssystems and their interfaces

• your Avaya-provided software applica-tions, as well as their underlying hardware/ software platforms and interfaces

• any other equipment networked to your

Avaya products.

Trademarks

The following trademarks are mentioned in thisdocument:

• MultiVantage and DEFINITY are registeredtrademarks of Avaya Inc.

• Enterprise, Solaris, SPARCserver, Net- work Terminal Server, Sun, SunSwift, Sol-

stice, DiskSuite, and Ultra are trademarksor registered trademarks of Sun Microsys-tems, Inc.

• INFORMIX is a registered trademark ofInformix Software, Inc.

• Multiport is a registered trademark ofAurora Technologies, Inc.

• Windows is a registered trademark ofMicrosoft, Inc.

All other product names mentioned herein are thetrademarks of their respective owners.

http://www.avaya.com/




Ordering Information

Call: Avaya Publications CenterVoice +1 800 457 1235Fax +1 800 457 1764International Voice +1 410 568 3680International Fax+1 410 891 0207

Write: Globalware Solutions200 Ward Hill Avenue

Haverhill, MA 01835 USAAttention: Avaya Account Manager

E-mail:[email protected]

Order: Document No. 585-210-505, Issue1May 2002

Avaya Support

Avaya provides a telephone number for you to use toreport problems or to ask questions about your contactcenter. The support telephone numberis 1-800-242-2121 in the United States and Canada.For additional support telephone numbers, see the

Avaya web site:http://www.avaya.com

Click on Support, then click on Escalation Lists USand International. This web site includes telephonenumbers for escalation within the United States. Forescalation telephone numbers outside the UnitedStates, click on Global Escalation List.

Acknowledgment

This document was written by the CRM Developmentgroup.






Issue 1.0 May 2002 5

Credits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 1: Welcome

Why an advanced book? . . . . . . . . . . . . . . . . . . . . . . . . 11

We wrote this book for you! . . . . . . . . . . . . . . . . . . . . . . . 11What this book contains . . . . . . . . . . . . . . . . . . . . . . . . . 12Conventions and terms used in this book . . . . . . . . . . . . . . . . 13

Trademarks and service marks . . . . . . . . . . . . . . . . . . . . . 13

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

CMS software documents . . . . . . . . . . . . . . . . . . . . 15Upgrade documents . . . . . . . . . . . . . . . . . . . . . . . 16Hardware documents . . . . . . . . . . . . . . . . . . . . . . 19Switch documents . . . . . . . . . . . . . . . . . . . . . . . . 20Administration documents . . . . . . . . . . . . . . . . . . . . 20Other documents . . . . . . . . . . . . . . . . . . . . . . . . 20Documentation Web sites . . . . . . . . . . . . . . . . . . . . 22MultiVantage call center books . . . . . . . . . . . . . . . . . 22Before you contact Avaya for support . . . . . . . . . . . . . . 23

Chapter 2: Agent administration

Viewing an agent’sskill assignment (EAS only) . . . . . . . . . . . . . . . . . . . . . . 25

Changing an agent’s skill assignment (EAS only) . . . . . . . . . . . . 27

Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Changing a skill for multiple agents (EAS only) . . . . . . . . . . . . . 30

Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Changing an agent’s extension split assignment (non-EAS) . . . . . . 33

Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Moving multiple agents’ extensions between splits

(non-EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Tracing an agent’s call activity . . . . . . . . . . . . . . . . . . . . . . 37Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Contents

Avaya™ Call Center

Little Instruction Book for Advanced Administration

Issue 1.0



6 Avaya Call Center Little Instruction Book for Advanced Administration

Contents

Listing agent trace data. . . . . . . . . . . . . . . . . . . . . . . . . . 38Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Chapter 3: Call center administration

Assigning call work codes . . . . . . . . . . . . . . . . . . . . . . . . 41Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Changing VDN skill preferences (EAS only) . . . . . . . . . . . . . . . 43

Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Defining acceptable service levels . . . . . . . . . . . . . . . . . . . . 44

Viewing trunk group members . . . . . . . . . . . . . . . . . . . . . . 46

Changing VDN-to-vector assignments . . . . . . . . . . . . . . . . . . 47Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

View vector configurations . . . . . . . . . . . . . . . . . . . . . . . . 48

Chapter 4: Managing system setup parametersChanging from multi-user to single-user mode . . . . . . . . . . . . . . 51

Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Turning data collection off and on . . . . . . . . . . . . . . . . . . . . 53

Modifying data storage capacities . . . . . . . . . . . . . . . . . . . . 54

Early warning signs. . . . . . . . . . . . . . . . . . . . . . . . 54Preparing for modifications . . . . . . . . . . . . . . . . . . . 55

Summarizing data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Verifying free space . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Viewing storage intervals . . . . . . . . . . . . . . . . . . . . . . . . . 60

Viewing switch information . . . . . . . . . . . . . . . . . . . . . . . . 62

Chapter 5: Managing vectors

What is Call Vectoring?. . . . . . . . . . . . . . . . . . . . . . . . . . 63What can call vectoring do for my call center? . . . . . . . . . . 63

Where do I start? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

How does Call Vectoring work? . . . . . . . . . . . . . . . . . . . . . 66

Vector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Vector Directory Number (VDN) . . . . . . . . . . . . . . . . . 66How do vectors and VDNs work together?. . . . . . . . . . . . . . . . 66

Sequential flow . . . . . . . . . . . . . . . . . . . . . . . . . . 66Unconditional branching . . . . . . . . . . . . . . . . . . . . . 67Conditional branching . . . . . . . . . . . . . . . . . . . . . . 67

Expected Wait Time (expected-wait) 68Holiday Vectoring 69Rolling Average Speed of Answer (rolling-ans) 70VDN Calls (counted-calls) 70

Redirecting and queuing calls . . . . . . . . . . . . . . . . . . . . . . 71

Multiple skill queuing . . . . . . . . . . . . . . . . . . . . . . . 73Call Prompting . . . . . . . . . . . . . . . . . . . . . . . . . . 74



Issue 1.0 May 2002 7

Contents

Administering Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . 74Non-EAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74EAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Writing vectors . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Performing daily maintenance . . . . . . . . . . . . . . . . . . . . . . 79

Interpreting performance. . . . . . . . . . . . . . . . . . . . . . . . . 80

Chapter 6: Multi-site applications

What is Lookahead Interflow? . . . . . . . . . . . . . . . . . . . . . . 83

What is Enhanced Lookahead Interflow? . . . . . . . . . . . . . . . . 84

How ELAI works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Administering multi-site ELAI . . . . . . . . . . . . . . . . . . . . . . 85Outflow vector 85Inflow vector 87

Vector commands . . . . . . . . . . . . . . . . . . . . . . . . 87Using the conditional interflow-qpos command . . . . . . . . . 90FIFO example . . . . . . . . . . . . . . . . . . . . . . . . . . 91Setting the minimum expected wait time . . . . . . . . . . . . 92

Interflow-qpos and EWT interactions 93

Tips on administering multi-site ELAI . . . . . . . . . . . . . . 94Performing daily maintenance . . . . . . . . . . . . . . . . . . . . . . 95

Interpreting performance. . . . . . . . . . . . . . . . . . . . . 95

Troubleshooting for ELAI . . . . . . . . . . . . . . . . . . . . . . . . 97

What is Best Service Routing? . . . . . . . . . . . . . . . . . . . . . 97

How BSR works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Administering multi-site BSR applications . . . . . . . . . . . . . . . . 98

Distributed versus centralized systems . . . . . . . . . . . . . 98Defining the purpose of the application . . . . . . . . . . . . . 99Selecting or creating the elements of the application . . . . . . 99the application plan . . . . . . . . . . . . . . . . . . . . . . . 100Linking the application plan to a primary VDN . . . . . . . . . . 102Entering an agent selection strategy. . . . . . . . . . . . . . . 103BSR vector commands . . . . . . . . . . . . . . . . . . . . . 103Sample vectors . . . . . . . . . . . . . . . . . . . . . . . . . 103

Primary 103Status poll vector 104104

Tips on writing BSR vectors . . . . . . . . . . . . . . . . . . . 104Setting user adjustments. . . . . . . . . . . . . . . . . . . . . 105

Performing daily maintenance . . . . . . . . . . . . . . . . . . . . . . 106

Interpreting performance. . . . . . . . . . . . . . . . . . . . . . . . . 107

Using BSR and Avaya Business Advocate . . . . . . . . . . . . . . . 108

Chapter 7: Call and agent selection methods

What is Avaya Business Advocate? . . . . . . . . . . . . . . . . . . . 109What should this agent do next?. . . . . . . . . . . . . . . . . 109Which agent should take this call?. . . . . . . . . . . . . . . . 109Does the center need to adjust its operations to bringperformance back to the wanted level?. . . . . . . . . . . . . 110

Advocate methods versus traditional methods . . . . . . . . . 110

How call selection works . . . . . . . . . . . . . . . . . . . . . . . . . 110

How calls are selected for an agent . . . . . . . . . . . . . . . 111




Contents

Call selection measurements. . . . . . . . . . . . . . . . . . . 111Predicted Wait Time example 112

Call handling preferences . . . . . . . . . . . . . . . . . . . . 112Greatest Need 112Skill Level 112Percent Allocation 113

Service Objective . . . . . . . . . . . . . . . . . . . . . . . . . 113Call Selection Override . . . . . . . . . . . . . . . . . . . . . . 114

What is Call Selection Override? 114How does Call Selection Override work? 114Call Selection Override example 115

Dynamic Queue Position . . . . . . . . . . . . . . . . . . . . . 116How does Dynamic Queue Position work? 116Dynamic Queue Position example 117

Call selection examples . . . . . . . . . . . . . . . . . . . . . . . . . 117Greatest Need without Service Objective . . . . . . . . . . . . 118Greatest Need with Service Objective . . . . . . . . . . . . . . 118Skill Level without Service Objective . . . . . . . . . . . . . . . 119Skill Level with Service Objective . . . . . . . . . . . . . . . . 120Percent Allocation . . . . . . . . . . . . . . . . . . . . . . . . 120

Agent selection methods . . . . . . . . . . . . . . . . . . . . . . . . . 121

How agents are selected for calls . . . . . . . . . . . . . . . . 121Agent selection options. . . . . . . . . . . . . . . . . . . . . . 122Most Idle Agent . . . . . . . . . . . . . . . . . . . . . . . . . . 122Least Occupied Agent . . . . . . . . . . . . . . . . . . . . . . 122

Agent occupancy 123

Percent Allocation Distribution . . . . . . . . . . . . . . . . . . 123Agent selection examples . . . . . . . . . . . . . . . . . . . . . . . . 124

Expert Agent Distribution - Least Occupied Agent . . . . . . . . 124Uniform Call Distribution - Least Occupied Agent . . . . . . . . 125Expert Agent Distribution - Most Idle Agent . . . . . . . . . . . 125Uniform Call Distribution - Most Idle Agent . . . . . . . . . . . 126Percent Allocation Distribution . . . . . . . . . . . . . . . . . . 126Call Selection at a glance . . . . . . . . . . . . . . . . . . . . 127Agent Selection at a glance . . . . . . . . . . . . . . . . . . . 128

Automated agent staffing adjustments . . . . . . . . . . . . . . . . . . 128

Service Level Supervisor . . . . . . . . . . . . . . . . . . . . . 129

What happens when a skill goes over threshold . . . . . . . . . 129Assigning reserve agents. . . . . . . . . . . . . . . . . . . . . 129Activation of reserve agents . . . . . . . . . . . . . . . . . . . 130Considerations for reserve skills . . . . . . . . . . . . . . . . . 130Overload thresholds . . . . . . . . . . . . . . . . . . . . . . . 130Dynamic Threshold Adjustment . . . . . . . . . . . . . . . . . 130Automatic adjustments to target allocations . . . . . . . . . . . 131Auto Reserve Agents . . . . . . . . . . . . . . . . . . . . . . . 132

Developing your strategy . . . . . . . . . . . . . . . . . . . . . . . . . 133

Avaya support . . . . . . . . . . . . . . . . . . . . . . . . . . 135Feature compatibility . . . . . . . . . . . . . . . . . . . . . . . 135

Call selection methods (call handling preferences) 135Agent selection methods (hunt group types) 136Feature combination to avoid 137

Administering call and agent selection features . . . . . . . . . . . . . 137Important notes about administration. . . . . . . . . . . . . . . 140

Where should I start?. . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Help for Enhanced Customer Segmentation . . . . . . . . . . . 142Primary Focus: Percent in Service Level Achievement 142Primary Focus: Individual Callers 144Combined Focus: Metrics and Individual Callers 145

Interpreting performance . . . . . . . . . . . . . . . . . . . . . . . . . 147

Special considerations . . . . . . . . . . . . . . . . . . . . . . 148

Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149








Issue 1.0 May 2002 11

Chapter 1: Welcome

Why an advanced book?You’ve told us that you want to understand the features that areavailable to optimize your call center. This is it! This book contains theinformation you need for advanced call center administration using theMultiVantage switch, Avaya Call Management System (CMS), andAvaya CMS Supervisor. The administrative steps may vary betweenthe different versions of hardware and software, but the informationand instructions will help you through most of the operations.

We wrote this book for you!Use this book if you are a call center system administrator. Use itbefore you attend training, and take it with you to your class. Mark it up,make notes in it, and use it daily even after you complete training. Ifyou are a new administrator taking over the position from someone

else, or your are filling in for your company’s regular administratortemporarily, or if you just want to refresh your memory about advancedcall center operations, this book is for you.




Welcome

What this book contains

The Call Center Little Instruction Book for Advanced Administration isdivided into sections to help you find information and instructions aboutadvanced call center topics.

Agentadministration

Provides information on reconfiguring anddisplaying information about ACD Agentfeatures that have previously beenadministered on each of the ACDs.

Call centeradministration

Provides step-by-step instructions forreconfiguring and displaying informationabout ACD call center features that havepreviously been administered on the switch.

We recommend that you also refer to theAvaya MultiVantage Little Instruction Bookfor Advanced Administration, 555-233-757for more information on call centers.

ManagingSystem setupparameters

Provides instructions on how to view theswitch setup information as it was assignedduring installation and how to view orchange CMS system configurations.

Managingvectors

Provides an overview of how calls can beprocessed using the call vectoring featureand explains some of your options andrelated features.

Multi-siteapplications

A summary of Enhanced Look-AheadInterflow (ELAI) and Best Service Routing(BSR) with tips for planning andadministering multisite applications, usingvector commands.

Call and agentselectionmethods

Describes how to manage call and agentselection methods using Avaya BusinessAdvocate.



Conventions and terms used in this book

Issue 1.0 May 2002 13

Conventions and terms used in this book

Being familiar with the following terms and conventions will help you touse this book in your call center.

q In this book we use the terms “switch” and “split/skill”. OtherAvaya books may refer to the switch as the “PBX”, and asplit/skill as a “hunt group”.

q Operational function keys, fields, text boxes, and menu contentitems are printed in italics, for example, Enter .

q We show screens from the newest CMS systems and refer tothe most current books. Please substitute the appropriatecommands for your system and refer to the manuals you haveavailable.

q If you need help completing a field entry, you can either:

— Press F1 to access context-sensitive HELP or

— Select HELP from the menu bar.

Trademarks and service marksThe following trademarked names may be used in this document:

q AUDIX ® is a registered trademark of Avaya.

q BCMS Vu ® is a registered trademark of Avaya.

q Callmaster ® is a registered trademark of Avaya.

q CentreVu ® is a registered trademark of Avaya.

q Conversant ®

is a registered trademark of Avaya.q DEFINITY ® is a registered trademark of Avaya.

q MultiVantage ® is a registered trademark of Avaya.

q INFORMIX ® is a registered trademark of Informix Software,Inc.

q Microsoft ® , MS ® , MS-DOS ® , and Windows ® are registeredtrademarks of Microsoft Corporation.




Welcome

q NetWare ® , Novell ® , OPEN LOOK ® , and UnixWare ® areregistered trademarks of Novell, Inc.

q Solaris ® is a registered trademark and SolsticeTM is atrademark of Sun Microsystems, Inc.

q UNIX ® is a registered trademark of Novell, Inc. in the UnitedStates and other countries, licensed exclusively throughX/Open Corporation.

q X Window SystemTM is a trademark and product of theMassachusetts Institute of Technology.

When used in this book, these trademark and registered trademarkproduct names are shown in italics. If the name is used in a block oftext that already incorporates italics, the appropriate symbol is included

in the call-out.

Related documents

Related Documents lists sources for related information about contactcenter products and features. Not all documents are supported for allCMS releases or equipment.

To order Avaya documentation, call the Avaya Publications Centerat 1-800-457-1235 or +1-410-568-3680.



Related documents

Issue 1.0 May 2002 15

CMS software documents

Document title Documentnumber

Installing software on a CMS computer

Avaya Call Management System Release 3 Version 11Software Installation, Maintenance, and Troubleshooting

585-215-115

CentreVu Call Management System Release 3 Version 9 Software Installation, Maintenance, and Troubleshooting

585-215-956


585-210-941


Setting up a disk-mirrored system

Avaya Call Management System Release 3 Version 11Software Installation, Maintenance, and Troubleshooting

585-215-115




Welcome

Upgrade documentsThere are several upgrade paths supported with CMS. For each ofthese upgrades, there is a document designed to support that upgrade.Note that none of the following upgrade documents are available fromthe publications center, but are available from the Avaya CMSdocumentation Web site.

q Base load upgrades

A base load upgrade is used when upgrading CMS to the latest

load of the same version (for example, R3V9 ak.g to R3V9 al.k). Aspecific set of instructions is written for the upgrade and isshipped to the customer site with the CMS software CD-ROM aspart of a Quality Protection Plan Change Notice (QPPCN).


585-215-956

CentreVu Call Management System Release 3 Version 8 Disk-Mirrored Systems

585-210-940


Document title

Avaya Call Management System Release 3 Version 11 Base Load Upgrade Procedures

CentreVu Call Management System Release 3 Version 9 Base Load Upgrade Procedures

http://www.avaya.com/support






Related documents

Issue 1.0 May 2002 17

q Platform upgrades and data migration

A platform upgrade is used when upgrading to a new hardwareplatform (for example, upgrading from a SPARCserver 5 to anEnterprise 3500). The new hardware platform is shipped from the

Avaya factory with the latest CMS load. Therefore, as part of theupgrade you will have the latest CMS load (for example, R3V9 toR3V11, or the latest load of the same CMS version). For R3V11, aspecific set of instructions are written for the upgrade and areshipped to the customer site with the new hardware.

q Avaya Call Management System Upgrade Express (CUE)

CUE is used in the following conditions:

— CMS is being upgraded from an earlier version (for example,R3V5u or R3V6) to the latest version (for example, R3V9 orR3V11).

— The hardware platform is not changing.

A specific set of upgrade instructions is written for the upgradeand is shipped to the customer site with the CUE kit.

Document title

Avaya Call Management System Release 3 Version 11 Platform Upgrade and Data Migration Instructions

CentreVu Call Management System Release 3 Version 9 Platform Upgrade and Data Migration Instructions

Document title

Avaya Call Management System Release 3 Version 11 Sun Blade 100 Computer CUE Instructions

Avaya Call Management System Release 3 Version 11 Sun Blade 100 Computer Mirrored System CUE Instructions




Welcome

Avaya Call Management System Release 3 Version 11 Sun Ultra 5

Computer CUE Instructions Avaya Call Management System Release 3 Version 11 Sun Enterprise 3000 Computer CUE Instructions

Avaya Call Management System Release 3 Version 11 Sun Enterprise 3000 Computer Mirrored System CUE Instructions

Avaya Call Management System Release 3 Version 11 Sun Enterprise 3500 Computer CUE Instructions


Avaya Call Management System Release 3 Version 9 Sun Ultra 5 Computer CUE Instructions





Document title



Related documents

Issue 1.0 May 2002 19

Hardware documents


Avaya Call Management System Sun Blade 100 Computer Hardware Installation, Maintenance, and Troubleshooting

585-310-783

Avaya Call Management System Sun Blade 100 Computer Connectivity Diagram

585-310-782

Avaya Call Management System Sun Enterprise 3500 Computer Hardware Installation, Maintenance, and Troubleshooting

585-215-873

Avaya Call Management System Sun Enterprise 3500 Computer Connectivity Diagram

585-215-877

Avaya Call Management System Sun Ultra 5 Computer

Hardware Installation, Maintenance, and Troubleshooting

585-215-871

Avaya Call Management System Sun Ultra 5 Computer Connectivity Diagram

585-215-872

Avaya Call Management System Sun Enterprise 3000 and SPARCserver Computers Hardware Maintenance and Troubleshooting

585-214-016

Avaya Call Management System Terminals, Printers,and Modems

585-215-874





Related documents

Issue 1.0 May 2002 21

Avaya CMS Release 3 Version 11 External Call History Interface 585-780-700

CentreVu CMS Release 3 Version 9 External Call History Interface

585-215-952

Avaya CMS Custom Reports 585-215-822

Avaya CMS Forecast 585-215-825

Avaya Visual Vectors Version 9 Installation and Getting Started

585-210-947

Avaya Visual Vectors Version 9 User Guide 585-210-944

Avaya Visual Vectors Release 11 Installation and Getting Started

585-210-706

Avaya Visual Vectors Release 11 User Guide 585-210-709





Welcome

Documentation Web sites

For product documentation for all Avaya products and relateddocumentation, go to http://support.avaya.com

! Important:

Additional information about new software or hardwareupdates will be contained in future issues of this book. Newissues of this book will be placed on the web site whenavailable.

Use the following web sites to view related support documentation:

q Sun hardware documentation

http://docs.sun.com

q Okidata printer documentation

http://www.okidata.com

q Informix documentation

http://www.informix.com

q Tivoli Storage Manager documentation

http://tivoli.com/support/documents/public_manuals.html

MultiVantage call center books

These documents are issued for MultiVantage Call Center applications.The intended audience is MultiVantage administrators.

q Avaya MultiVantage Call Center software Release 11 CallVectoring/EAS Guide, 555-230-714, Issue 1.

q Avaya MultiVantage Call Center software Release 11 Guide toACD Call Centers, 555-230-716, Issue 1.

q Avaya MultiVantage Call Center software Release 11 BasicCall Management System (BCMS) Operations, 555-230-706,Issue 3.0.

http://docs.sun.com/

http://www.okidata.com/

http://www.informix.com/



http://www.informix.com/

http://www.okidata.com/

http://docs.sun.com/



Related documents

Issue 1.0 May 2002 23

Before you contact Avaya for support

Tip:

You can visit our web site at http://support.avaya.com/ tocheck status on service maintenance requests by individualcase or location, order replacement of defective or damagedequipment on-line and download available software.

If after checking the status of your maintenance request at the Web siteyou need to call Avaya for additional support, have the followinginformation ready. This will help the person you contact to locate youraccount quickly and be on the road to finding solutions to the reasonyou called.

q Your installation location ID (commonly referred to as your IL)or main listed telephone number ____________________________________________ (Write your IL and main telephone number here for easyreference)

q A call-back number (in case we need to call you later)

q The reason for your call, including any background details orhistory that may have contributed to your call for additionalsupport (for example, vector changes, hardware changes,

modifications to system configurations, specific reports, datesand times, and so on.)

q For BCMS Vu calls, be sure PC Anywhere is installed on thePC you’re calling about and that a modem is connected to it.

Once you gather the information you need, refer to “How to get help” for a list of Avaya support organizations and their telephone numbers.





Issue 1.0 May 2002 25

Chapter 2: Agent administration

This section contains details on reconfiguring and displaying

information about ACD agent features that have previously beenadministered on each of the ACDs. Avaya CMS Supervisor is used asthe interface to communicate changes to the switch.

The topics included in this section are:

q Viewing a agent’s skill assignment (EAS only)

q Changing an agent’s skill assignment (EAS only)

q Changing a skill for multiple agents (EAS only)

q Changing an agent’s extension split assignment (non-EAS)q Moving multiple agents’ extensions between splits (non-EAS)

q Tracing an agent’s call activity

q Listing agent trace data

Some CMS Administrators give Split Supervisors access to the AgentAdministration feature so they can move agents between splits orchange agent skills (EAS only) and activate agent traces.

! CAUTION:

To retain consistency in your call center’s design andconfiguration, we recommend you give Split Supervisorslimited access to this feature.

Viewing an agent’sskill assignment (EAS only)

The Change Agent Skills/Template window is used to view or changethe skill assignment for an agent or template.

To view the current skill assignment for an agent or template:

1. Select Agent Administration from the Commands menu.

2. Select Change Agent Skills from the Operations tab of the AgentAdministration window.




Agent administration

3. Select the ACD for which you want to view an agent’s skillassignment.

4. Select OK .

The Select Agent/Template window is displayed.5. To view the skill assignment for an agent, enter the agent’s name

or login ID. To view the skill assignment for a template, enter thename of the template.

6. Select OK .

The Change Agent Skills window is displayed with the template oragent’s name and login ID in the title bar. The call handling preferencefor the agent or template is displayed, along with the agents assignedskills, skill levels and direct agent skill. Skill names are shown for theskills that are named in the Dictionary. The agent’s top skill is the firstskill in the list and is identified by an arrow pointing to the assignedskill.



Changing an agent’s skill assignment (EAS only)

Issue 1.0 May 2002 27

Changing an agent’s skill assignment (EAS

only)The Change Agent Skills window is used to view an agent’s ortemplate’s current skill assignments or to change one or more skillsand the associated skill type or skill level.

Helpful tips

When used to change skill assignments, the Change Agents Skillswindow:

q

Allows you to change which calls an agent gets first throughcall handling preferences.

q Allows you to change the skill that is used to queue an agent’sdirect agent calls through the Direct Agent Skill field.

q Provides the ability to change the level or type associated witha skill that is already assigned.

q Allows you to change which skills are assigned to this agent ortemplate.

q Provides an opportunity to make an assigned skill the Top Skillfor an agent.

q Allows you to select and assign a Percent Allocation (thisapplies to Business Advocate users only).

q With the EAS-PHD feature, allows 20 skills with one of 16 skilllevels for each.

q Allows you to select up to 50 agents at a time when applying anagent template.

q Does not allow you to exit until the switch responds to yourrequested changes.

q Activates requested skill changes immediately for agents whoare in the AUX work mode, available, or logged out. For agentswho are handling calls (including non-ACD calls, calls on hold,and direct agent calls waiting in queue) or are in the ACWmode, the change is pending until the agent logs out, changesto the AUX work mode, or completes all calls and ACW andbecomes available.





To change an agent’s skill assignment:


2. Select Change Agent Skills from the Operations tab of the Agent

Administration window.3. Select the ACD for which you want to view an agent’s skill

assignment.

4. Select OK .

The Select Agent/Template window is displayed.

5. To view the skill assignment for an agent, enter the agent’s nameor login ID. To view the skill assignment for a template, enter thename of the template.

6. Select OK .

The Change Agent Skills window is displayed with the template oragent’s name and login ID in the title bar. The call handlingpreference for the agent or template is displayed, along with theagents assigned skills, skill levels and direct agent skill. Skillnames are shown for the skills that are named in the Dictionary.The agent’s top skill is the first skill in the list and is identified byan arrow pointing to the assigned skill.



Changing an agent’s skill assignment (EAS only)

Issue 1.0 May 2002 29

7. To add a skill for this agent, select Add Skills.

The Add Agent Skills window is displayed.

8. Select a skill from the list of available skills.

9. Select a skill level to be assigned to the selected skill.

10. Select OK .

The Change Agent Skills window is displayed for the agent withthe new skill and skill level displayed.

Follow these optional steps from the Change Agents Skillswindow to:

a. Select a top skill - select the assigned skill that you want to bethe agent’s top skill, and select Make Top Skill.

b. Change the direct agent skill. Select a new direct agent skillfrom the Direct Agent Skill drop-down list. (Direct Agent Skillsare used to queue Direct Agent calls, or calls that are directedto specific agents rather than to any available ACD agents.)

c. Delete a skill. Select the skills you want to delete from theAssigned Skills list and select Delete Skills. Select the skillsyou want to delete and select OK from the Delete Agent Skills window.

d. Change the agent’s call handling preference. Select a callhandling preference from the top of the Change Agent Skillswindow. Choose between distributing calls to the selectedagent based on Skill Level (as shown), Greatest Need , orPercent Allocation (which applies to users who havepurchased and enabled Business Advocate on the switch).

Or

e. Apply skill assignments as a template to a group of up to

50 agents. Using the currently displayed skill assignments,check the Use for One or More Agents box at the bottom of theChange Agent Skills window. Enter the names or login IDs ofthe agents you want to apply these skill assignments to orselect agents using the drop-down list or selecting Browse.

Note:

The Agent Name(s) or Login Ids) field is enabled only if youhave read and write permissions for all of the currentlydisplayed skill assignments on the Change Agent Skills

window.





11. Select OK from the Change Agent Skills window to accept yourchanges.

Changes are submitted to the CMS server. If a move is pending,you are notified that the operation will not occur until the pending

conditions are resolved. If you are applying a template to a list ofup to 50 agents, CMS Supervisor buffers the change agent skillsrequests and sends them to the CMS server one at a time. Astatus box is displayed to indicate the status of each requestedagent change. The Operation successful confirmation window isdisplayed to confirm when changes successfully completed.

12. Select OK to close the confirmation window.

Changing a skill for multiple agents (EAS only)The Multi-Agent Skill Change window is used to view current skillassignments or to change a skill for multiple agents.

Helpful tips

The Multi-Agent Skill Change window:

q Can be used to change a skill for as many as 32 agents.


q Activates requested skill changes immediately for agents whoare in the AUX work mode, available, or logged out. For agentswho are handling calls (including non-ACD calls, calls on hold,and direct agent calls waiting in queue) or are in the ACWmode, the change is pending until the agent logs out, changesto the AUX work mode, or completes all calls and ACW, and

becomes available.To change a skill for multiple agents:


2. Select Multi-Agent Skill Change from the Operations tab of theAgent Administration window.

3. Select the ACD for which you want to make changes to from theACD drop-down list.



Changing a skill for multiple agents (EAS only)

Issue 1.0 May 2002 31

4. Select OK .

The Multi-Agent Skill Change window is displayed.

5. To display the agents assigned to a skill, double-click on the skillfrom the Skill List or select the skill name and press Enter.

The Agent List for that skill is displayed.

6. To move agents from skill to skill, use any of the followingmethods:

a. Select one agent name or login ID from the Agent List , dragthe selected agent to the wanted skill in the Skill List .

Or

b. Hold down CTRL and select multiple agents (up to 32 agents)from one Agent List , drag the selected agents to the wantedskill in the Skill List .

Or

c. Hold down SHIFT and select the first and last agent within askill to select a range of agents, drag the selected agents tothe wanted skill in the Skill List .





7. To add agents in one skill to another skill, select the agents, holddown CTRL and drag the agents from the old skill to the wantedskill. This procedure adds, instead of moves, agents to the wantedskill.

After each move, the Move Agent Between Skills window isdisplayed, indicating the Move From Skill and Move To Skill.

8. To make changes to skill levels for the new (Move To) skill, selectthe Level button and enter a skill level of 1-16 for each agent (withEAS-PHD) or enter a reserve level of 1 or 2 (with BusinessAdvocate). If you select Preserve Original Levels , the Level field is

disabled and you cannot enter a skill or reserve level for thedestination skill.

9. Select OK to accept your changes.

The Operation successful window is displayed to confirm thatchanges were successfully made.

10. Select OK to close the confirmation window.



Changing an agent’s extension split assignment (non-EAS)

Issue 1.0 May 2002 33

Changing an agent’s extension split

assignment (non-EAS)The Change Extension Split Assignments window is used to list thecurrently assigned splits and to change the splits assigned to a specificextension number.

Helpful tips

The Change Extension Split Assignments window:

q Allows you to make changes to extension split assignments for

specific extensions.q Does not allow you to exit until the switch responds to your

requested changes.

q Activates requested split changes immediately for agents whoare in the AUX work mode, available, or logged out. For agentswho are handling calls (including non-ACD calls, calls on hold,and direct agent calls waiting in queue) or are in the ACWmode, the change is pending until the agent logs out, changesto the AUX work mode, or completes all calls and ACW, and

becomes available.

q Keeps change-extensions requests pending for agents whofrequently have calls on hold.

To change the splits assigned to a specific extension number:


2. Select Change Extension Split Assignments from the Operationstab of the Agent Administration window.


4. Select OK .

The Select Extension window is displayed.

5. Enter the extension number for which you want to change the splitassignment, or use the drop-down list to select an extensionnumber.





6. Select OK .

The Change Extension Split Assignments window is displayed.

Note:

The Move Extension From Split field shows the split where theextension is currently assigned. The Move Extension To Split field lists all of the available split names or numbers for whichthe user ID has permissions. If the extension is currentlylogged into the split shown in the Move Extension From Split list, the logged-in icon is displayed.

7. In the Move Extension From Split field, select the split names or

numbers you no longer want assigned to this extension.

8. In the Move Extension To Split field, select the split names ornumbers you want assigned to this extension.

9. Select OK to accept changes.



Moving multiple agents’ extensions between splits (non-EAS)

Issue 1.0 May 2002 35

Moving multiple agents’ extensions between

splits(non-EAS)The Move Extensions Between Splits window is used to view currentextension assignments or to move extensions between measuredsplits.

Helpful tips

The Move Extensions Between Splits window:

q Allows you to move as many as 32 extensions in a singlemove.


q Activates requested split changes immediately for agents whoare in the AUX work mode, available, or logged out. For agentswho are handling calls (including non-ACD calls, calls on hold,and direct agent calls waiting in queue) or are in the ACW

mode, the change is pending until the agent logs out, changesto the AUX work mode, or completes all calls and ACW, andbecomes available.

q Keeps move-extensions requests pending for agents whofrequently have calls on hold.

To move multiple extensions between splits:


2. Select Move Extensions Between Splits from the Operations tab

of the Agent Administration window.3. Select the ACD for which you want to make changes to from the

ACD drop-down list.





Tracing an agent’s call activity

Issue 1.0 May 2002 37

After each move, the Move Extensions Between Splits confirmationwindow is displayed, indicating the Move From Split and Move To Split.Select OK to accept changes.

Tracing an agent’s call activityThe Activate Agents Trace window is used to start or stop CMS tracingof agent activities, including agent state changes.

Helpful tips

The Activate Agents Trace window allows you to activate traces for up

to 400 agents. This limit applies to the number of agents administeredto be traced by one CMS server across all ACDs.

Tip:

To avoid adversely impacting performance, activate only thetraces that are needed.

Note:

The agent trace file discards the oldest records as new recordsare written, based on the number of agent trace records

allocated in Data Storage Allocation. If you want to keep oldagent traces, you should print them.

To start an agent trace:


2. Select Activate Agent Trace from the Operations tab of the AgentAdministration window.


4. Select OK .

The Activate Agent Trace window is displayed.

5. Enter the agent names or login IDs of the agents you want totrace. You can also select agents using the drop-down list or theBrowse button, or you can use List All from the Actions menu tolist all agents in the ACD and their tracing status.





6. Select the On button and select Modify from the Actions menu tostart the trace.

Tip:

You can use the same procedure to turn an Agent Trace off.Turning an Agent Trace off does not delete the records for thatagent.

Listing agent trace dataThe List Agents Traced window is used to list the agents and the datesfor which agent trace data is available on the current ACD.

Helpful tips

The List Agents Traced window:

q Allows you to list all the agents for whom data is available onthe current ACD for given dates, all the dates for which data isavailable for given agents, or all the dates and all the agents forwhich data is available

q Requires that you have turned on agent trace for some agents

at some time in the past, and that those agents must havelogged in to produce agent trace records.

To list agent trace data:


2. Select List Agents Traced from the Operations tab of the AgentAdministration window.


4. Select OK .

The List Agents Traced window is displayed.

5. Enter the names or login IDs of the agents, use the drop-down list,or use the Browse button to select agents on which to list traces.(If you leave this field blank, all agents for whom agent trace datais available is displayed.)



Listing agent trace data

Issue 1.0 May 2002 39

6. Enter a list or range of dates, use the drop-down list, or use theBrowse button to select the dates. (If you leave this field blank, alldates for which agent trace data is available is displayed.)

7. Select List All from the Actions menu.

The List Agents Traced - List All window is displayed with a list of theagents and the dates of available agent trace data.

Tip:

If you leave all the entry fields blank, you can use List All fromthe Actions menu to display all available agent trace data.

Once an agent trace is activated and a daily archive has completed forthat time period, you can use the Historical Agent Trace report to viewa detailed list of each agent activity and the time it occurred. You mayfind this information useful when evaluating how well agents are usingtheir time.







Issue 1.0 May 2002 41

Chapter 3: Call center administration

This section provides step-by-step instructions on reconfiguring and

displaying information about ACD call center features that havepreviously been administered on the switch, using Avaya CMSSupervisor as the interface to communicate changes to the switch.

Refer to the Avaya MultiVantage Little Instruction Book for Basic Administration, 555-233-756 and Avaya MultiVantage Little Instruction Book for Advanced Administratio, 555-233-757 for instructions on howto initially administer your call center using the switch.


q Assigning call work codesq Changing VDN skill preferences (EAS only)

q Defining acceptable service levels

q Viewing trunk group members

q Changing VDN-to-vector assignments

q View vector configurations

Assigning call work codesIn the Managing Features section of the Call Center Little Instruction Book for Basic Administration , we explained how call work codes(CWCs) can be used to track call activity.

The Call Work Codes window is used to add, delete, or list the callwork codes CMS collects data on.

Helpful tips

Here are a few things you’ll want to know before using call work codes:

q Call work code 0 is always assigned and is used to collectinformation on unadministered call work codes.

q We recommend you specify a fixed number of digits for all callwork codes. A fixed number of digits makes it easier to add,delete, and search for call work codes.




Call center administration

q Disk space must be allocated for call work codes in the DataStorage Allocation window in System Setup.

q Names can be assigned to call work codes in the Dictionarysubsystem.

q Call work codes must be positive integers with 1 to 16 digits.Codes with 1 to 9 digits may be assigned names in theDictionary subsystem.

! CAUTION:

Once call work codes are administered, the agent mustpress the # sign after entering the call work code digits tosuccessfully transmit call work code data to CMS fortracking.

Note:

Starting with CMS R3V11 an agent can store up to 5 additionalcall work codes per call segment (CWC1 through CWC5).

The last call work code entered by an agent for a call segmentwill continue to be stored in the LASTCWC column.

For more information see Avaya Call Management System (CMS) R3V11 Administration, 585-215-515 , Avaya CMS

Database Items and Calculations, 585-780-702, or Avaya CMS External Call History Interface , 585-780-700.

To administer call work codes:

1. Access Call Center Administration from the Commands menu.

2. Select Call Work Codes from the Operations tab of the CallCenter Administration window.

3. Select the ACD for which you want to view an agent’s skill

assignment, from the ACD drop-down list.

4. Select OK .

The Call Work Codes window is displayed. The total number ofcall work codes that are allocated in the CMS database and thetotal number of call work codes currently administered are shown.

5. Enter the call work codes, or use the drop-down list or Browsebutton to select the call work codes you want agents to use.



Changing VDN skill preferences (EAS only)

Issue 1.0 May 2002 43

6. Select Add from the Actions menu.

Successful is displayed in the status bar to indicate the call workcode has been stored in the database.

Note:Once you have established call work codes, you can use thehistorical call work code report to track call activities in yourcall center.

Changing VDN skill preferences (EAS only)The Change VDN Skill Preferences window is used to change the first,

second, and third VDN skill preferences for a list of Vector DirectoryNumbers (VDNs). You can also list the currently assigned skillpreferences for VDNS, or list all the VDNs that currently have aspecified skill preference assigned.

Helpful tips

Here are a few things you’ll want to know before changing VDN skillpreferences.

q You can view the skill preferences currently assigned to VDNson the Vector Configuration report available in Call CenterAdministration.

q When changing VDN skill preferences, the changes take effectimmediately and can affect the processing of any call currentlyin progress in the VDN at the time of the change.

! CAUTION:

When changing VDN skill preferences, the changes take

effect immediately and can affect the processing of any callcurrently in progress in the VDN at the time of the change.

To change VDN skill preferences:


2. Select Change VDN Skill Preferences from the Operations tab ofthe Call Center Administration window.

3. Select the ACD for which you want to change VDN skillpreferences from the ACD drop-down list.





4. Select OK .

The Change VDN Skill Preferences window is displayed.

5. Enter the VDNs, or use the drop-down list or Browse button to

select the VDNs for the skill preferences you want to change, .Tip:

You can display which VDNs have a specified skill assigned astheir first, second, or third skill preferences, by selecting theList all button on the toolbar three times, once for each skillpreference.

6. Enter the first, second and third skill preferences, or use the dropdown list or Browse button to select the skill preferences you wantto be assigned to the list of VDNs you just entered.

7. Select Modify from the Actions menu.

Successful is displayed in the status bar to indicate the VDN skillpreferences have been modified in the database.

Defining acceptable service levelsThe Split/Skill and VDN Call Profile Setup windows are used toestablish an acceptable service level and define service levelincrements to record the number of calls that are answered orabandoned within each increment. This helps determine how long acaller is willing to wait for an agent before hanging up.

Note:

Once you’ve established a call profile, you can use the real-time and historical Split/Skill and VDN Call Profile reports toview the number of calls that are answered or abandoned

within each of the increments you established. When thePercent Within Service Level field is calculated on thosereports, it is important to remember that there are other typesof calls included in the calculation, in addition to ACD callsanswered and abandoned.

! CAUTION:

Modifications made to existing call profiles will impact thedata reported during those time periods on the Split/Skilland VDN Call Profile reports.



Defining acceptable service levels

Issue 1.0 May 2002 45

To define service levels:


2. Select Split/Skill Call Profile Setup or VDN Call Profile Setup from

the Operations tab of the Call Center Administration window.3. Select the ACD for which you want to define service levels, from

the ACD drop-down list.

4. Select OK .

The Split/Skill Call Profile Setup or VDN Call Profile Setup windowis displayed.

5. For the Split/Skill Call Profile Setup, enter the split or skill numberor name, or use the drop-down list or Browse button to select thesplit or skill for which you want to define service levels and servicelevel increments.

For the VDN Call Profile Setup, enter the VDN number or name,or use the drop-down list or Browse button to select the VDN for

which you want to define service levels and service levelincrements.

6. In the Acceptable service level field, enter the number of secondsthat it is acceptable for an ACD call to wait before connecting toan agent.





7. In the Service level increments fields, enter a progressivelygreater number of seconds in each “to” field. The seconds beforeand after each word “to” define an increment in seconds of waittime.

Tip:

Each of the nine increments can vary in length (for example, 0to 5, 6 to 10, 11 to 15, 16 to 25, 26 to 40, and so forth). Eachincrement represents a progressively longer wait time for thecall and is used for both answered and abandoned calls.

8. Select Add from the Actions menu.

Successful is displayed in the status bar to indicate the call profilevalues have been stored in the database.

Viewing trunk group membersThe Trunk Group Members report is used to view selected trunkgroups in numerical order, each trunk group’s assigned name (ifassigned in the Dictionary), and the equipment location of each trunk inthe trunk group.

To view trunk group members:1. Access Call Center Administration from the Commands menu.

2. Select Trunk Group Members from the Reports tab of the CallCenter Administration window.

3. Select the ACD for which you want to view trunk group members,from the ACD drop-down list.

4. Select OK .

The Trunk Group Members window is displayed.

5. Enter the trunk group numbers or names, or use the drop-downlist or Browse button to select the trunk groups for which you wantto view equipment locations.

Tip:

If you leave the Trunk Groups field blank, all Trunk Groups andtheir assignments will be displayed.



Changing VDN-to-vector assignments

Issue 1.0 May 2002 47

6. Select one of the following report destinations:

View Report on Screen to view the report on the screen.

Or

Print Report on: to print the report to your default printer. Use theSelect Printer button to select optional available Windows printers.

7. Select OK .

Changing VDN-to-vector assignments

The VDN Assignments window is used to change VDN-to-vectorassignments that were initially assigned to vectors on the switch. Someexamples of when you would do this are for holidays, duringemergencies, or after hours.

Helpful tips

Here are a few things you’ll find helpful when using the VDNAssignments window.

q Multiple VDNs can be assigned to a single vector, but eachVDN cannot be assigned to more than one vector.

q You can schedule VDN assignment changes on a timetable.This is useful if you want the changes to take effect after hoursor during holidays.

q When scheduling VDN moves on a timetable, you need tocombine all the VDN moves onto one timetable, or scheduleeach VDN assignment timetable far enough apart so that eachmove has time to complete before the next move starts.

To change VDN-to-vector assignments:


2. Select VDN Assignments from the Operations tab of the CallCenter Administration window.

3. Select the ACD for which you want to change VDN assignments,from the ACD drop-down list.





4. Select OK .

The VDN Assignments window is displayed.

5. Enter the VDN numbers or names you want to reassign, or use

the drop-down list or Browse button to select the VDN.6. Enter the vector number or name, or use the drop-down list or

Browse button to select the vector for which you want to reassignthe VDNs to.

Tip:

To determine which vectors the VDNs have been assigned,leave the input fields blank and select List All from the Actions menu or the List All button on the Toolbar.

7. Select Modify from the Actions menu.Successful is displayed in the status bar to indicate the VDN-to-vector assignments have been stored in the database.

You cannot exit this window until the switchresponds to your requested changes.

View vector configurationsThe Vector Configuration report is used to view the trunk groups andVDNs that are associated with a given set of vectors and the skillpreferences assigned to the VDNs.

To view vector configurations:


2. Select Vector Configuration from the Reports tab of the CallCenter Administration window.

3. Select the ACD for which you want to view vector configurations,from the ACD drop-down list.

4. Select OK .

The Vector input window is displayed.

5. Enter the vector numbers or names, or use the drop-down list orBrowse button to select the vectors for which you want to viewtrunk groups, VDNs, and VDN skill preferences.



View vector configurations

Issue 1.0 May 2002 49

6. Select one of the following report destinations:

View Report on Screen to view the report on the screen.

Or

Print Report on: to print the report to your default printer. Use theSelect Printer button to select optional available Windows printers. The Print window is displayed allowing you to proceedusing common print functions.

7. Select OK .





Issue 1.0 May 2002 51

Chapter 4: Managing system setup

parameters

This section provides step-by-step instructions on how to use AvayaCMS Supervisor to view the switch setup information as it wasassigned during installation. It also includes instructions on how to viewor change CMS system configurations.

! CAUTION:

It is important that the CMS configurations established oneach of the menu items listed under the Operations tab inthe CMS Supervisor System Setup window remain stable.You should not be working in the CMS Supervisor SystemSetup window daily because any changes you make inSystem Setup could affect CMS performance, disk space,or data collection.


q Changing from multi-user to single-user mode

q Turning data collection off and on

q Modifying data storage capacities

q Summarizing data

q Verifying free space

q Viewing storage intervals

q Viewing switch information

Changing from multi-user to single-user modeThe CMS State window is used to change CMS between a multi-usermode and a single-user mode. This feature is used in combination withData Collection, when it is necessary to change values in Data StorageAllocation, Free Space Allocation (for CMS versions prior to R3V6 thatdon’t have DiskSuite), Storage Intervals, and Restore Data (for SystemAdministration and ACD Administration data).

You can also select the master ACD for clock synchronization from thiswindow.




Managing system setup parameters

Tip:

We recommend that you make these changes during off-peakhours to minimize loss of data.

Helpful tipsHere are a few things you’ll want to know before changing the CMSstate or the master ACD for clock synchronization.

q Single-user mode means only one person can log into CMS.Data continues to be collected for the ACDs for which datacollection is turned on.

q Multi-user mode means any administered CMS user can loginto CMS. Data continues to be collected for each ACD for

which data collection is turned on.q Data collection must be turned off for all ACDs in order to

change the master ACD for clock synchronization. Use theData Collection window in CMS System Setup to turn datacollection off and on.

To change the CMS state:

1. Access System Setup from the Tools menu.

2. Select CMS State from the Operations tab of the CMS SystemSetup window.

It is not necessary to select an ACD, since the CMS state ischanged regardless of ACD.

3. Select OK .

The CMS State window is displayed.

4. Select either:

Single-user mode - a message will be displayed to all users

indicating CMS will be brought down in 1 minute. Users areautomatically logged off after 1 minute.

Or

Multi-user mode - CMS will be brought up to a multi-user mode.


Note:

If you log out of CMS while in single-user mode, you must wait

at least 10 seconds before logging in again.



Turning data collection off and on

Issue 1.0 May 2002 53

Turning data collection off and on

The Data Collection window is used to turn data collection off and onfor real ACDs. This feature is used in combination with the CMS Statewhen it is necessary to change values in Data Storage Allocation, FreeSpace Allocation (for CMS versions prior to R3V6 that do not haveDiskSuite), Storage Intervals, and Restore Data (for SystemAdministration and ACD Administration data).

Tip:

We recommend that you make these changes during off-peakhours to minimize the loss of data.

To turn data collection off or on:


2. Select Data Collection from the Operations tab of the CMSSystem Setup window.

It is not necessary to select an ACD from the CMS System Setupwindow, as you will select an ACD from the Data Collectionwindow that is displayed next.

3. Select OK .The Data Collection window is displayed.

4. Enter the ACD name, or use the drop-down list to select the ACDyou want to modify data collection for.

5. Select either Data Collection:

On - to turn data collection on.

Tip:

When you turn data collection on, you should monitor theconnection status of the link and make sure data is beingtransferred. See the Connection Status selection on theMaintenance menu.

Or

Off - to turn data collection off.

! CAUTION:

When data collection is turned off, calls continue to be

processed but you lose any data being recorded by CMS.






! WARNING:

If you are doing a maintenance restore, do not start Data

Collection until all system administration data and ACD-specific administration data are restored. You can determinethis by viewing the Restore status details located on theRestore Data window, which can be found on the Operationstab of the Maintenance menu.

Modifying data storage capacitiesThe Data Storage Allocation window is used to specify how much dataCMS saves and for how long. The amount of data and the length oftime the data is saved affects disk space, and is limited by your specificsystem configurations.

Early warning signs

Your CMS system provides the following warning signs when it isrunning low on space.

q A message is displayed each time you log in to CMS indicating

that your CMS file system is low on space.

q Messages are logged daily in the Error Log Reports. See theError Log Reports selection under the Maintenance reports tab.

q If the system has less than 2000 blocks of free spaceremaining, it is automatically placed in single-user mode anddata collection is turned off.

! WARNING:

If the number of measured items in the switch was increasedand Data Storage Allocation in CMS was not modified toaccommodate the increase, the link to CMS will go down whenswitch translations occur. The link between the switch andCMS will stay down until either Data Storage Allocation in CMSis modified or the number of measured items in the switch isequal to or less than the capacity Data Storage Allocationshows it will accommodate.







5. Enter a new number to change the allocated data storage spacein each of your preselected fields:

Field Storage allocation

# of Items Should include expected growth.

Days of Intrahour Maximum 62 days.

Days of Daily Maximum 5 years (1825 days).

Weeks of Weekly Maximum 10 years (520 weeks).

Months of Monthly Maximum 10 years (120 months).

Shift 1 (2, 3, or 4)

Times

Used to calculate space reserved for the historical

agent table.Maximum agentslogged in

Maximum number of agents logged in during theshift.

Total split/skillmembers, summedover all splits/skills

For switches, you need to count extensions inmultiple splits/skills for each split/skill agents are amember of. This represents the maximum numberof split/skill members measured or logged in at anyone time. For switches with EAS this represents the

maximum agent/skill pairs (skill members), loggedin.

Number of agentlogin/logout records

Multiply the number of days for which you want tosave this information by the number of agents wholog in and out each day, and multiply that by thenumber of times each agent logs out each day.

Number of agent tracerecords

The number of agent trace records for this ACDonly.

Number ofunmeasured trunkfacilities

Set this number high enough to handle the trafficexpected over these unmeasured trunk facilities.

Number of exceptionsrecords

The total number of each type of exception (forexample: agents, splits/skills, VDNs) for all ACDs.

Number of call records The number of call records for this ACD only.



Summarizing data

Issue 1.0 May 2002 57

6. Once you enter your changes, select Modify from the Actionsmenu.

Successful is displayed in the status bar to indicate the datastorage allocation changes have been stored in the database.

7. Turn data collection back on for all ACDs and restore CMS to amulti-user state.

! CAUTION:

It is important to monitor the connection status of the link tobe sure data is being transferred. See the ConnectionStatus selection on the Maintenance menu.

Summarizing dataThe Data Summarizing window is used to archive data into thehistorical database on demand for daily, weekly, and monthlysummaries.

Note:

Since data is automatically archived by CMS based on yourentries in the Storage Intervals and Data Storage Allocation

windows, we recommend that you do not use this tool unlessan archive failed or did not occur.

Helpful tips

Here are a few things you’ll want to know before running a manualarchive:

q Data summarizing results can be viewed from either theArchiving Status window or the Error Log Report which areavailable from the Maintenance menu.

q Daily summaries must have successfully completed for eachday of the week or month before CMS archives the data for thatweek or month.

q Partial weekly or monthly data cannot be summarized.

q For weekly archives to summarize, you must enter a date thatfalls within your predefined week (as specified in the StorageIntervals window) or any date after that week, but before thenext week’s start date.





q For monthly archives to summarize, enter any day during themonth for which you want the monthly data summarized.

To run an archive manually:

1. Access System Setup from the Tools menu.2. Select Data Summarizing from the Operations tab of the CMS

System Setup window.

Note:

It is not necessary to select an ACD from the CMS SystemSetup window, as you will select an ACD from the DataSummarizing window that is displayed next.

3. Select OK .

The Data Summarizing window is displayed.

4. Enter the ACD name, or use the drop-down list to select the ACDfor which you want to run a manual archive

5. Select one of the following data types:

Daily —To summarize intrahour data into daily data.

Weekly —To summarize daily data into weekly data.

Or

Monthly —To summarize daily data into monthly data.

q Enter the date, or use the drop-down list to select thedate for which you want data archived.

q Select Run from the Actions menu.

An acknowledgement window is displayed, to warn you thatarchiving data can take a long time and cannot be canceled onceit starts.

6. Select Yes .Archiver Started is displayed on the status line for the first request.Archiver request submitted is displayed if there is already a datasummarization in progress.







Note:

Even though you may have more than one disk on yoursystem, you will only see one file system in the Free SpaceAllocation window because of DiskSuite.

! WARNING:

Parentheses around any block values indicates an overallocation of space for that value.

Viewing storage intervalsCMS automatically archives data based on your entries in the Storage

Intervals window. This window is used to specify how often intrahourdata is archived, the time when the daily, weekly and monthlysummaries are done, and the days of the week that begin and end yourcall center’s week.

Default values were established in the Storage Intervals window duringinstallation of your system and are rarely modified. You mayoccasionally use this window to view archive intervals that are set inyour system.

To view storage intervals:1. Access System Setup from the Tools menu.

2. Select Storage Intervals from the Operations tab of the CMSSystem Setup window.

It is not necessary to select an ACD, since the storage intervalsare for the entire CMS file system, regardless of ACD.



Viewing storage intervals

Issue 1.0 May 2002 61

3. Select OK .

The Storage Intervals window is displayed.

The following archive intervals are indicated:

q Intrahour interval - how often intrahour data is archived.

q Data summarizing time - what time the daily, weekly andmonthly summaries are done.

q Switch time zone offset - ensures that all CMS data and time

stamps use the same clock.q Week start day - the day of the week that begins your call

center’s week. This directly relates to weekly summarizing andreports.

q Week stop day - the day of the week that ends your callcenter’s week. This directly relates to weekly summarizing andreports.

q Daily start time - the time of day that data collection starts each

day.q Daily stop time - the time of day that data collection stops each

day.





Viewing switch information

The Switch Setup window is used to view the CMS release, version,and load, and the switch type, release, and features available thataffect CMS data for each ACD assigned during installation.

To view switch setup:


2. Select Switch Setup from the Operations tab of the CMS SystemSetup window.

Note:

It is not necessary to select an ACD from the CMS SystemSetup window, as you will select an ACD from the SwitchSetup window that is displayed next.

3. Select OK .

The Switch Setup window is displayed.

4. Select the ACD for which you want to view the switch setup, fromthe ACD drop-down list.

5. From the Actions menu, select one of the following:q Find one - for one ACD entry

q List all - for multiple ACD entries

The Switch Setup window is displayed.

Switch setup information that was assigned during installation isdisplayed.



Issue 1.0 May 2002 63

Chapter 5: Managing vectors

Call Vectoring provides a flexible method for processing your call

center’s ACD calls, using instructions and conditions you define. Thespecific manner in which a call is processed with this feature dependson a number of components within the switch and the call vectoringsoftware. These components include the resources you have availableto process a call (such as agents, skills, software, and hardware),vector control flow, and commands used within the relevant vectors.This section provides an overview of how calls can be processed usingCall Vectoring, explains some of your options with this and relatedfeatures, provides an introduction to vector commands, and includes

sample vectors and tips to help you use Call Vectoring effectively.Note:

This section is intended as an introduction to Call Vectoring.More details and step-by-step instructions can be found in theAvaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.

What is Call Vectoring?Call Vectoring is software that helps you manage incoming call traffic tothe switch. It gives you the flexibility to determine how each of your callcenter calls will be handled, based on the time of day, the day of week,staffing levels, or other conditions that you define. With Call Vectoring,each call can be treated uniquely, depending on the treatment you planand program.

What can call vectoring do for my

call center?Call Vectoring can help you effectively process particular types of calls,based on your call center resources and customer needs. Think of CallVectoring as a tool to help you define the type and level of service yourcallers will receive. For example, you can use Call Vectoring to:

q Play music or recorded announcements while callers are onhold to encourage them to stay on the line





Where do I start?

Issue 1.0 May 2002 65

First consider performance issues such as:

q How quickly should calls be answered (Average Speed ofAnswer/ASA)?

q

What’s an acceptable percentage of abandoned calls(Abandonment rate)?

q What’s the average amount of time that agents should spendon each call (Talk time)?

q What’s the maximum number of calls we should have inqueue?

q How many calls should each agent be able to handle per day?

You’ll then need to determine how to best use your call center

resources to achieve those objectives. Consider resource issues suchas:

q How many skills are needed to most effectively servecustomers and maximize agent utilization?

q What type of call treatment and routing will give us the resultswe need for each skill?

q What types of announcements will we play for callers on hold,after hours, and so forth?

q Are there any situations in which the center will not accept acall (for example, during certain times of day, on certain days ofthe week, or if wait times exceed a specified limit)?

q Do we want callers to be able to leave messages?

q Do we want callers to be able to select from routing options(Call Prompting)?

q Which agents will we assign to each skill?

q What skill levels will we assign to each agent (Expert AgentSelection/EAS)?

q Does the center need to adjust service levels or dynamicallyadjust staffing to take care of bursts of calls (BusinessAdvocate)?




Managing vectors

How does Call Vectoring work?

The Call Vectoring process is administered through the programmingof two key elements: vectors and vector directory numbers (VDNs).

Vector

A call vector is a set of commands that defines the processing of a call.Each vector can contain up to 32 command steps. Any number of callscan use the same vector and process steps independently. Callvectoring allows the “chaining” of vectors to extend processingcapabilities. One vector can direct a call to another vector or VDN,

which can in turn direct the call to another vector, and so on. Amaximum of 1,000 vector steps can be executed per call.

Vector Directory Number (VDN)

A Vector Directory Number (VDN), is a special extension number thatprovides access to a vector. VDNs are assigned to different vectors fordifferent services or applications that require specific treatments. It’simportant to note that only one vector can be assigned to a VDN.However, several VDNs can be assigned to the same vector so that, if

wanted, the same sequence of treatments can be given to calls thatreach the system via different numbers or from different locations.

How do vectors and VDNs work together?When a call is placed to a system for which Call Vectoring is activated,the call is routed to a VDN. The VDN points to a vector, which definesthe service wanted by the caller. The vector commands (steps) within

the vector determine the call’s routing and treatment. Three types ofcontrol flow can be used to pass vector-processing control from onevector step to another, as described below.

Sequential flow

Sequential flow, as the name implies, passes vector-processing controlin a direct sequence, from the current vector step to the following step.










Managing vectors

12.disconnect after announcement 7448

13.disconnect after announcement 7452

14.busy

15.stop

Rolling Average Speed of Answer (rolling-ans)

Rolling Average Speed of Answer (ASA), when used as a conditionalstep, allows you to make routing decisions based on the currentaverage time it takes for a call to be answered in a skill or VDN. It is arunning calculation that is based on the speed of answer for callsrecorded since system start-up. Rolling ASA is recalculated every timea call is answered.

In the following example, if the rolling ASA for the main skill (skill 10) isgreater than 30 seconds, steps 3, 4, and 5 check backup skills 11, 12,and 13, respectively. The call is queued to any of these skills that havea rolling ASA of 30 seconds or less. (The call can be queued to skill 10and a maximum of two other skills.) If the call is still not answered bythe time vector processing reaches step 8, the backup skills arechecked again.

1.queue-to skill 10 pri h

2.goto step 6 if rolling-asa for skill 10 <= 30

3.check skill 11 pri h if rolling-asa <= 30



6.announcement 1000

7.wait-time 40 secs hearing music

8.goto step 3 if unconditionally

VDN Calls (counted-calls)

VDN Calls allows you to make routing decisions based on the numberof incoming trunk calls that are currently active in a VDN. Thisconditional step can be used to limit the number of simultaneous callsmade to a particular VDN. A count of active incoming trunk calls is keptfor each VDN. The VDN counter is incremented each time an incomingcall is placed to the VDN and decremented each time a call is released.Calls in excess of the number you set can be routed elsewhere, for



Redirecting and queuing calls

Issue 1.0 May 2002 71

example, to a busy step. A service agency with a commitment to serve100 simultaneous client calls, for example, could use the VDN Callsconditional step to maintain that limit by sending all calls over the 100limit to a busy tone.

In the following example, if more than 100 calls processed by VDN1234 are active, the caller hears a busy tone and vector processing isterminated. If 100 or fewer calls are active, the call is queued to skill60.

1.goto step 3 if counted-calls to vdn 1234 <= 100

2.busy

3.queue-to skill 60 pri l

4.wait-time 20 secs hearing ringback

5.announcement 27000


7.goto step 5 unconditionally


Each of the following methods can be used to redirect and queue calls.The selection and administration of these optional features is based onthe business needs, resources, and call processing requirements ofthe individual call center. They are presented here in order offunctionality. Multiple Skill Queuing is the most basic routing solution,while Business Advocate is the most robust.

q Multiple Skill Queuing: Allows a call to queue to up to threeskills simultaneously.

q Holiday Vectoring: Allows a call to queue to up to three skillssimultaneously.

q Look-Ahead Interflow (LAI) and Enhanced Look-AheadInterflow (ELAI): Allows a call to interflow only if a remotelocation is better equipped to handle the call. (See theManaging Multi-site Application s section in this book for moreabout LAI and ELAI.)




Managing vectors

q Best Service Routing (BSR): Allows the switch to comparespecified skills, identify the skill that will provide the bestservice to a call, and deliver the call to that resource. (See theManaging Multi-site Applications section in this book for more

about this feature.)q Adjunct Routing: Allows the switch to request a routing

destination from an adjunct processor via Adjunct-SwitchApplication Interface (ASAI). The switch sends the ASAIadjunct a message with information about the calling party.The adjunct uses this information to determine the best place tosend the call and passes the routing information back to theswitch. (For details on Adjunct Routing, see the “AdjunctRouting” chapter of the Avaya MultiVantage Call Center

software Release 11 Call Vectoring/EAS Guide, 555-230-714,Issue 1.0.

q Expert Agent Selection (EAS): Allows you to match theneeds of your callers with the talents or abilities of your agents.You can establish skills to which you assign agents based onsuch criteria as language-speaking abilities, productknowledge, selling skills, technical expertise, customer serviceskills, ability to handle irate customers, or any other criteria orcustomer needs. EAS can help you reduce transfers and call-

holding time, and can increase customer satisfaction becausecalls are answered by the most highly skilled agents forspecified caller needs. (Details on using EAS with CallVectoring can be found in the “Expert Agent Selection” chapterof the Avaya MultiVantage Call Center software Release 11Call Vectoring/EAS Guide, 555-230-714, Issue 1.o

q Business Advocate: Automates call and agent selection andsimplifies vector design. With Business Advocate, you definebusiness rules to determine for each skill which calls areselected and which agents receive them. You can determinewhether to assign reserve agents for overload conditions, andyou can administer service objectives for particular skills tohelp meet your call center’s goals. (Additional information onBusiness Advocate can be found in the Managing Call and Agent Selection section of this book.)




Issue 1.0 May 2002 73

Multiple skill queuing

ACD skills are typically staffed to handle the average amount of calltraffic expected for a particular period of time. During periods of

unexpectedly heavy call traffic, callers may have to wait too long forservice, causing an increase in abandoned calls. One way toovercome this problem is to queue calls to one or more additional skillswhen callers have to wait for service from the first skill. Multiple SkillQueuing allows you to queue calls to up to three skills simultaneously.The first skill to which the call is queued is called the main skill; thesecond and third skills, if used, are considered backup skills. Inaddition to providing better service to callers, Multiple Skill Queuingallows you to achieve better agent utilization by increasing the pool ofagents who are available to serve a call.

When Call Vectoring is activated, queued calls can be assigned to oneof four priority levels, Top (t), High (h), Medium (m), and Low (l). Thesepriority levels allow you to further define how calls are answered.Within each priority level, calls are processed sequentially as theyarrive (essentially a first in/first out approach). A vector can beadministered to queue calls at any of the four priority levels.

The following is an example of a vector that queues calls to anotherskill if calls wait for approximately 30 seconds in the initial skill’s queue.

1.queue-to skill 3 pri m


3.announcement 5400

4.check skill 5 pri m if calls-queued < 3


In this example, step 4 queues calls to skill 5 if fewer than three callsare in skill 5’s queue at the specified priority or higher. That means that

if a call waits in skill 3’s queue for approximately 30 seconds (the 12-second wait interval plus the announcement play interval) and thereare fewer than three calls in skill 5’s queue, the call remains queued toskill 3 and is also queued to skill 5. The call remains queued to bothskills 3 and 5 until it is answered by an agent or the caller hangs up.




Managing vectors

Call Prompting

Call Prompting is an optional feature that allows you to route callsaccording to the digits collected from the caller. These collected digits

can be:q Treated as a destination for routing to internal extensions

(skill/hunt group, station, or announcement), VDNs, attendants,remote access numbers, or external numbers such as a trunkaccess code

q Used to collect branching information, directing a call toanother step or vector

q Used to select options from a menu, so customers can select a

service or information, for example, “press 1 for Sales, press 2for Customer Service”

q Displayed on an agent’s display to save them time serving thecustomer, for example, indicating a customer-entered accountnumber

q Passed to an adjunct, via ASAI, for further processing.

For more detailed information on Call Prompting, see the “CallPrompting” chapter of Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.

Administering Call VectoringAfter you develop your call vectoring strategy, you need to administeryour solution so that the switch can implement it. The basic steps toadministering a call center with Call Vectoring are outlined below. Thesteps vary slightly, depending upon whether EAS is enabled for your

system.Non-EAS

To administer call vectoring for systems without EAS:

1. Assign a Hunt Group number and Call Distribution method toeach caller need.

2. Assign DNIS (Dialed Number Identification Service) as a VDN.

3. Assign extensions to agents’ physical terminal locations.



Administering Call Vectoring

Issue 1.0 May 2002 75

4. Assign each agent a unique login ID.

5. Assign agent extensions to splits.

6. Assign a vector to each VDN.

7. Write vectors to match your call center objectives.

For more detailed information on administering Call Vectoring forsystems without EAS, please refer to Avaya MultiVantage Little Instruction Book for Basic Administration, 555-233-756 and Avaya MultiVantage Little Instruction Book for Advanced Administratio, 555- 233-757.

EAS

To administer call vectoring for systems with EAS:1. Assign Hunt Groups.

2. Assign VDN/Skill Preferences.

3. Assign agent skills.

4. Write vectors to meet your call center’s objectives.

For specific procedures on administering Call Vectoring with EAS,please refer to the “Expert Agent Selection” chapter of the Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.

Writing vectors

There are two basic principles to remember when writing vectors:

q Minimize the amount of call processing, in other words, limit thenumber of vector steps.

q Avoid vector steps with calls made outside of business hours orqueues to groups with less than desirable resources orcharacteristics.

Vectors can be created, modified, or deleted through the followingthree methods:

q Switch Basic Screen Administration (Call Vector form)

q Avaya Visual Vectors software (Vector Editor)

q CMS (Call Center Administration: Vector Contents window)




Managing vectors

Tip:

It is always a good idea to print each vector before modifying it.It is also recommended that you save translations in the switchafter making changes, and print and file the contents for each

vector.While the administration methods and on-line forms or screens aredifferent for each of these methods, they are based on the sameprogramming commands, known as vector commands. As many as 32steps containing vector commands can be used to create a call vector.

Additional information is available for administering vectors througheach of these methods. For the MultiVantage switch, see Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0. For Visual Vectors see Visual Vectors V11 User Guide, 585-210-709 . For CMS, see Avaya CMS R3V11Administration Guide, 585-215-515 .

Tip:

With the complexity of call centers, we recommend keepingand updating a record for traffic configurations used for yourcall center. This log can be used as a reference to helpdetermine the source of calls to a split or skill and whattreatment those calls receive. Below is a table example to usefor logging configuration information.

Split/Skill Vector VDN Trunk



Administering Call Vectoring

Issue 1.0 May 2002 77

The following table provides an overview of the primary vectorcommands used with Call Vectoring.

Table 1: Vector commands

Command Description

adjunct routing Requests adjunct to route call(requires optional CallVisor ASAIcapabilities)

announcement Connects calls to a recordedannouncement

busy Connects caller to a busy tonecheck skill Connects or queues a call to a skill

on a conditional basis, for instance,check skill x if available agents

collect digits Prompts a caller for digits (requiresCall Prompting)

consider skill/location Obtains BSR status data from a

local skill or a remote location(requires optional Best ServiceRouting)

converse-on skill Delivers a call to a converse skilland activates a voice response unit(VRU)

disconnect Disconnects the call with optionalannouncement

goto step Causes unconditional/conditionalbranch to another step in the vector

goto vector Causes unconditional/conditionalbranch to another vector

messaging skill Allows caller to leave a message fora call back




Managing vectors

Tip:

Vector design is simplified when Business Advocate is used.Such steps as multi-queuing, checking back-ups, and makingadjustments to queue priorities are generally eliminated.

More detailed information about vector commands can be found in the“Call Vectoring Commands” chapter in the Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714,Issue 1.0.

queue-to skill/best Connects or queues call to theprimary skill or to the best resourcefound by a consider series (“best” resource only when used with BSR)

reply-best Sends BSR status data to primaryvector in a multi-site application(requires BSR)

route-to Connects call to destination entered

via collect digits command, orconnects call to internal/externaldestination

stop Stops further vector processing

wait-time Initiates feedback to caller, ifneeded, and delays processing ofthe next step

Table 1: Vector commands (Continued)

Command Description



Performing daily maintenance

Issue 1.0 May 2002 79


The following switch commands can help you review vectorperformance and determine the cause of problems.

q To trace call flow and verify whether your vectoring is workingas you intended, use the following commands, which display orprint a real-time list of vector processing events for a single call:

— Use the list trace vdn <vdn extension > command to starta trace with the next call that arrives at the specified VDN.This command traces a call through multiple vectors.

— Use the list trace vec <vector number > command to starta trace with the next call that arrives at the specified vector.This command does not trace a call through multiplevectors.

q To display information about events that have changedexpected wait time, use a list trace ewt low/high/top/medium<skill number> command. This command starts a trace withthe next call that arrives for the specified skill and displays orprints a real-time list of processing events for all calls until thecommand is canceled.

q To track unexpected vector events (errors resulting fromexhausted resources or faulty vector programming), use theDisplay Events form and the display events command for theappropriate vectors. Vector events identify and indicate thesource of common malfunctions and administration errors.

q To see if vectors have been changed, use the list historycommand to generate a History Report.

q To listen to a caller’s responses to vector commands and followthe call process to the end of the call, use Service Observe forthe VDN. More detailed information about Service Observingcan be found in the Call Center Little Instruction Book for Basic Administration.

The ACD Administration Log in CMS Supervisor can be used tomonitor changes made to vectors or VDNs. The ACD AdministrationLog provides an audit trail of changes made by CMS User Login IDs.This information can help you determine when vectors and VDNsadministration changes occurred and who initiated the changes.




Managing vectors

For additional information on monitoring vector performance andtroubleshooting vectors, please refer to the “Troubleshooting Vectors” chapter of the Avaya MultiVantage Call Center software Release 11Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.

Interpreting performanceYou can analyze your call center’s use of Call Vectoring by regularlyreviewing the following types of CMS Supervisor reports:

Table 2: CMS Supervisor Reports

Report What it measures What it tells you

Split Skill by Intervalreport

ASA Whether ASAs arewithin target servicerange and balancedamong sites1


ACD Calls Whether call volumehas significantlyincreased


Number of AgentsStaffed

Whether you haveadequate staffing


% ACD Time How much time agentsare spending handlingcertain types of ACDcalls

Call Profile report Abandoned Calls Which calls are

abandoning andwhether vectormodifications shouldbe made

Historical VDN report Flowouts/Flowins The number of callsand how many wereanswered in theprimary skill



Interpreting performance

Issue 1.0 May 2002 81

For more tips on performance, please see the “Considerations for CallVectoring Features” and “Troubleshooting Vectors” chapters of the

Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.

Historical VDN report Busy/Disconnects How many callersselected a particularprompt and where itsent the calls

Busy Hour by VDNreport

Busy Hour How many calls wereoffered and answeredby VDN

Daily Multi-ACD Call

Flow by VDN report

VDN Activity Lookahead attempts,

interflow completions,and adjunct attempts

1. If ASA is not in balance among sites in a multi-site environment, look at the Trunk Group

Summary by Interval report to see if all trunks were busy at the time the ASA was out of alignment.

If all trunks were busy, consider increasing the number of trunks, increasing user adjustments, or

setting up interflow routing patterns to allow traffic to interflow when primary trunks are exhausted.

Table 2: CMS Supervisor Reports (Continued)





Managing vectors



Issue 1.0 May 2002 83

Chapter 6: Multi-site applications

The topics included in this section include information on:

information of these features includes tips for planning andadministering multi-site the use of vector commands. Before readingthis section, we recommend that you review the Managing Vectors section of this book. To gain the most from this material, you shouldalso have some experience setting up vectors for the switch.

designed to enhance Call Vectoring for call centers with multiplelocations. These features allow multiple locations to work together asa single “virtual” call center in a process that is transparent to yourcustomers. Rather than queue calls everywhere, Virtual Routingcontinuously monitors and evaluates call and queue status at each callcenter location to determine the best place to route the call, accordingto criteria you have defined

Note:

ELAI and BSR work only with DEFINITY 6.3 throughMultiVantage R11 or later switches.

What is Lookahead Interflow?Lookahead interflow (LAI) allows you to improve your center’s call-handling capability and agent productivity by intelligently routing callsamong call centers to achieve an improved ACD load balance. LikeCall Vectoring, it is enabled through the use of call vectors and theirassociated commands. With LAI, calls interflow only to those remotelocations that can accept the calls.




Multi-site applications

What is Enhanced Lookahead Interflow?

Note:Enhanced Lookahead Interflow (ELAI) uses the same basicvectoring commands as traditional LAI, but adds a newconditional vectoring command that produces first in/first out(FIFO) or near FIFO call processing and uses fewer computerresources during the Lookahead Interflow process. With aFIFO call queue, ELAI polls all eligible sites and selects androutes the calls at the front of the queue. It ensures that theoldest call waiting will be answered by the first availableresource, either locally or remotely. ELAI is available with

DEFINITY 6.3 through MultiVantage R11 or later switches.

How ELAI worksWhen an ELAI call attempt is made, Call Vectoring at the sendinglocation checks a potential receiving location to determine whether tosend or hold the call. The call remains in queue at the sending locationwhile this process takes place. Call Vectoring at the receiving location

then decides whether to accept or refuse the call. If the receivinglocation gives instructions not to accept the call, the sending locationcan keep the call, check other locations, or provide some otherpredetermined treatment for the call. If the call is accepted by thereceiving switch, the call is removed from queues at the sending switchand call control is passed to the receiving switch. Any Call Promptingdigits collected in the sending switch are passed to the receiving switchduring the interflow process.

ELAI can be used in a single queue configuration, in which all calls are

routed to only one of the switches in a network, or in a tandem switchconfiguration, which includes multiple switches.

Conditions for sending, refusing, or receiving a call can include:

q Expected Wait Time (EWT) for a split

q Number of staffed or available agents

q Number of calls in queue

q Queue position



Administering multi-site ELAI

Issue 1.0 May 2002 85

q Number of VDN calls

q Average speed of answer (ASA)

q Number of calls active in a VDN

q Time of day/day of week

ELAI is especially effective at load-balancing for locations with lowercall volumes, small staffing or in environments with a large discrepancyin agent group sizes from site to site.

Tip:

For call centers with high call volumes and multiple sites, BSRis a more effective solution. BSR allows you to determine the“best” network resources to handle the interflowed calls. BSR

is explained in detail later in this section.For more information about single queue and tandem switchconfiguration, see the “Look-Ahead Interflow” chapter of the Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.

Administering multi-site ELAIELAI is performed through call vectors and vector commands. Theseare included in the sending switch (outflow vector) and receiving switch(inflow vector). Vectors are created or edited in the same way asdescribed in the “Managing Vectors” section of this book. Vectorcommands are particularly important for effectively administering ELAI,so we have included specific commands and sample vectors in thefollowing sections.

Outflow vector

The vectors in the sending switch use the goto command to testoutflow conditions and determine whether the call should be sent to thereceiving switch. If the condition is met, a branch is made to theappropriate route-to command. The following is an example of asending switch (where the call is queued) outflow vector.

1.goto step 4 if expected-wait for <

2.route-to number with cov if unconditionally






4.announcement

5.wait-time secs hearing music

6.step if interflow-qpos < 5


8.goto step 8 if interflow-qpos >= 5

9.route-to number 40950 with cov n if interflow-

qpos = 1



In this example, step 2 is checking the success of the queuingoperation. If wait time is greater than 9999 seconds it recognized by

the system as infinite EWT, meaning that skill 401 has no free queueslots or has no working agents, then the call is sent to VDN 40959,where the call is given an alternative treatment (queue to a differentskill, disconnect after announcement, and so forth). Step 4 is aprecautionary step. This step is executed if EWT is not infinite. Ifannouncement 63600 is unavailable (the announcement board isdown), the caller will hear ringing instead of silence. Step 7 allows thecall to enter the rapid (10 second wait between lookahead interflowattempts - steps 10-12) lookahead loop if the call has reached one ofthe top 4 positions in queue. When call waiting times are long, this

approach reduces the number of executed vector steps dramatically. Ifthe call does not reach the top 4 positions, it will stay in the slow (60second wait between lookahead interflow attempts - step 8) loop.Analysis is required to set the values for the rapid loop and theaccompanying slow loop. Available agents at the remote site may notreceive any calls if the calls can be serviced in the slow loop, thereforeadjustments must be made to the loop timing. Step 9 is checking tosee if calls reach the top 4 positions after waiting 60 seconds. If thecall does not reach the top 4 positions, it will loop to step 8. In step 10,the system will make a lookahead interflow attempt for the oldest callwaiting in queue when the call reaches the top 4 positions.

Note:

If you are using Network Call Redirection, step on the outflowvector example above would be for:route-to number ~r15016781234 with cov n if interflow-qpos=1

For more information on Network Call Redirection, refer to theAvaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.




Issue 1.0 May 2002 87

Inflow vector

When the receiving switch receives the interflow request, the call firstroutes to a VDN. The VDN maps the call to the receiving switch’sinflow vector. Inflow checking is enabled using conditional goto

commands in the inflow vector. Call acceptance or denial is thenexecuted using one of the vector commands listed in the followingtables. The following of a receiving switch inflow vector:

1. check skill 1st pri m if available-agents > 0

2.

In this example, if the available agents in skill 1 are greater than 0, thereceiving switch returns a call acceptance message to the sendingswitch, call control is passed to the receiving switch, and the call isconnected to an agent in the receiving switch. All treatments for thatcall are discontinued in the sending switch. If an agent is not available,the call will advance to step 2, a busy signal is sent to the sendingswitch and the call is denied. The sending switch then drops the Look-Ahead Interflow attempt and continues vector processing at the nextvector step.

Note:

If the sending switch does not receive a call acceptance or calldenial message within 120 seconds after the Look-Ahead

Interflow call request, the Look-Ahead Interflow attempt isdropped and the sending switch continues vector processingat the next step.

Vector commands

ELAI vector commands can be categorized in one of three ways: callacceptance, call denial, or neutral. Each is addressed in one of thefollowing tables.

To accept an interflow call, the receiving switch generates a call

acceptance message if at least one of the vector conditions are true,shown in Table 3 on the following pages.





Table 3: Call Acceptance Vector Commands

Command Conditions

announcement Announcement available

Queued for announcement

Retrying announcement

check split Call terminates to agent

Call queued to split

collect digits Always (except for Call Prompting ced and cdpd digits,which are neutral)

converse-on split VRU answers the call

Call queued to converse split

disconnect With announcement and announcement available

With announcement and queued for announcement

With announcement and retrying announcement

messaging split Command successful

Call queued

queue-to split Call terminates to agent

Call queued to split

route-to Terminates to valid local destination

Successfully seizes a non-PRI trunk

Results in a Look-Ahead Interflow call attempt, and thecall is accepted bythe far end switch

wait-time Always (except wait-time hearing i-silent, which isneutral)




Issue 1.0 May 2002 89

If the receiving switch decides it is unable to accept the interflow call, itexecutes one of the commands shown in Table 4 to deny the call.

The vector commands shown in Table 5 are considered neutralbecause they generate neither call acceptance nor denial messages.All signaling is done in the background over the D channel. The callerin queue never hears the busy tone.

Table 4: Call Denial Vector Commands

Command Conditions

busy Always

disconnect With no announcement

With announcement butannouncement unavailable

reply-best Always - used with Best Service

Routing

Table 5: Neutral Vector Commands

Command Conditions

adjunct routing Always

announcement Announcement unavailable

check split Call neither terminates nor queues

collect ced/cdpddigits

Always

consider Always - used with Best ServiceRouting

converse-onsplit

Call neither terminates nor queues

goto step Always

goto vector Always





Using the conditional interflow-qposcommand

To achieve FIFO results, Enhanced Look-Ahead Interflow adds aconditional vector command to LAI functionality. The interflow-qpos

conditional command is used in a route-to or goto command. This conditional command applies interflow processes only to those callsthat are not expected to be answered locally during the interflowprocess, and does not include direct agent calls. You can programthis conditional command so that lookahead attempts are placed onlyon behalf of the call at the head of the queue or on behalf of more thanone call if you have a large number of agents at a remote switch.

This conditional uses a comparator in the form of the symbols =, < >,<,<=, >, >= and a position (1 to 9) in the eligible queue to define theconditions under which you want to perform the command. In thefollowing example, the call would be interflowed if the call was at thehead of the queue.

route-to number 9581234 with cov n if interflow-qpos = 1

messaging split Command failure

queue-to split Call neither terminates nor queues

route-to Unsuccessful termination

Trunk not seized

Look-Ahead Interflow call denied byfar end switch

stop Always

wait-timehearing i-silent

Always (used following an adjunctcommand in applications where theadjunct decides whether to accept orreject the Look-Ahead calls)

Table 5: Neutral Vector Commands (Continued)

Command Conditions




Issue 1.0 May 2002 91

If you wanted to interflow more than one call, to keep more agentsbusy, you could change the command as follows:

route-to number 9581234 with cov n if interflow-qpos <= 2

Note:There are three circumstances in which a call does notinterflow: (1) if the conditional is not met; (2) if the call is not ina split/skill queue or in the eligible position of the queue whenthe conditional step is executed; and (3) if there is interflowfailure or LAI rejection.

A queue position (qpos) number is assigned to a call when a call isprocessed by a vector step with a queue-to command. Subsequentcalls entering the queue will be assigned incremental queue position

numbers. Queue position numbers decline accordingly as calls areserviced.

FIFO example

The following are sample steps from a FIFO processing vector:

1.announcement 3501


3.queue-to skill 1 pri m

4.goto step 7 if interflow-qpos < 9


6.goto step 5 if interflow-qpos >= 9

7.route-to number 93031234567 with cov n if

interflow-qpos = 1

8.route-to number 99089876543 with cov n if

interflow-qpos = 1



In this example, the rapid lookahead loop is only entered when the callreaches one of the top eight positions in queue, as indicated in step 4.(Vectors should be written so that calls at the head of the queue haveadvanced to the rapid lookahead loop by the time their turn to interflowis reached.)





Setting the minimum expected waittime

The minimum expected wait time (EWT) threshold is a feature that

interacts with the interflow-qpos condition to reduce unnecessaryoverflow and eliminate phantom calls. When a call meets the criteriain a route-to command that uses an interflow-qpos condition, thelocal EWT is checked before the call is routed. If the call meets or isless than the EWT threshold that has been set, the route-to vectorstep fails and the call will not be overflowed. The call advances to thenext vector step, while waiting to be serviced locally.

The minimum EWT threshold is administered on a field on the Feature-Related System Parameters form. To perform this administration:

1. In the command line, enter change system-parameters feature and press Enter .

2. Go to page 7 of the Feature-Related Parameters form. IfLookahead Interflow is active, you can administer the Interflow-Qpos EWT Threshold field. (Lookahead Interflow is a feature thatmust be purchased. If this feature is not active on your system,please contact Avaya to have the feature activated on theCustomer-Options form.)

3. In the Interflow-Qpos EWT Threshold field, enter the number ofseconds, from 0 to 9, to which you want to set the EWT threshold.(The default of 2 seconds is recommended.)




Issue 1.0 May 2002 93

Interflow-qpos and EWT interactions

The following tables provide a reference of how the interflow-qpos condition interacts with the local EWT feature.

Table 6: Interflow-qpos queries

If a query is made to the remotelocation and

Then

the call meets the interflow-qpos condition and is eligible for routing,

local EWT is checked before thecall is routed.

the call does not meet the interflow-qpos condition and iseligible for routing,

1. The route-to vector step fails and

the call is not overflowed.

2. The call advances to the next vector

step and continues vector processing

locally, until its queue position

number meets the interflow-qpos

condition.

Table 7: Checking local EWT

If the call being queried Then

meets or is less than the local EWTthreshold,

1. The route-to vector step fails and the

call will not be overflowed

2. The call advances to the next vector

step and continues vector

processing, while waiting to be

serviced locally.

exceeds the local EWT threshold, the call is routed to the remotelocation.





Tips on administering multi-site ELAI

Keep the following in mind as you administer ELAI:

q The Look-Ahead Interflow and Basic Call Vectoring features

must be enabled on the System Parameters Customer-Optionsform.

q Both the sending switch and receiving switch must have theBasic Call Vectoring and the Look-Ahead Interflow featuresactive.

q Use route-to number with coverage y ( or route-to digitswith coverage y ) on a switch only when you do not want Look-Ahead Interflow call attempts to be made. This commandforces the sending switch to assume that the call will always beaccepted. This command should only be used when anunconditional interflow is wanted, for example, when you haveexhausted all local resources.

q Use route-to number with coverage n (or route-to digitswith coverage n) on a switch when you want to ensure thatLook-Ahead Interflow attempts are made.

q Never interflow to a remote vector that in turn might interflowback to the same local vector. This can cause a single call to

use up all available trunks.q Do not use oldest-call wait with ELAI vectors. This test

condition does not give information about the current state ofcall overload. Use the EWT conditional command instead.

q Be sure the feedback provided by the receiving switch after asuccessful LAI attempt is consistent with what the caller hasalready received. (For example, you do not want the caller tohear a repeated greeting announcement, or hear ringing afterlistening to music.)

q The LAI time-out in the sending switch occurs after 2 minutes.If the sending switch does not receive a call acceptance ordenial message within 120 seconds after the LAI request, theLAI attempt is dropped and the sending switch continues vectorprocessing with the next step.

For detailed information on administering ELAI call vectors for multi-site applications, please refer to the “Look-Ahead Interflow” chapter ofthe Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.




Issue 1.0 May 2002 95


From the switch, you can view or print the following reports to helpmonitor trunk traffic and performance and determine the cause ofproblems.

q Regularly use the Display Events form and execute a displayevents command for the appropriate vectors. Vector eventswill identify and indicate the source of common malfunctionsand administration errors.

q A Trunk Group Summary report can provide trafficmeasurements for all trunk groups except for Personal Central

Office Line Groups. You can use it to review such informationas trunk usage, calls queued, queue overflows, queueabandons, and percentage all trunks busy (% ATB). To displaya Trunk Group Summary report, type list measurementstrunk-group summary <yesterday-peak/today-peak/last-hour> and press Enter .

q A Trunk Group Performance Report can provide a graphicaland numerical display of the peak hour blocking for each trunkgroup. This allows you to see the percentage of calls that

arrive when all trunks are busy. You can display this report forthe previous or current day. To display a Trunk GroupPerformance Report, type list measurements trunk-group<yesterday/today> and press Enter .


You will want to review the following types of reports regularly tomonitor the performance of your call center sites and the effectivenessof your ELAI implementation.





Table 8: Avaya CMS Supervisor Reports


CMS Split/Skill orVDN reports

Average speed ofanswer

If ASA has improved


Calls handled If throughput hasincreased


Abandonment rate If the percentage ofabandoned calls hasdecreased

CMS Agent or AgentOccupancy reports

Agent occupancy If agent utilization hasincreased as a resultof interflowing calls

CMS VDN reports Lookahead interflowattempts

How many attemptswere made tointerflow calls

CMS VDN reports Lookahead interflowcompletions

How many calls weresuccessfully

interflowed



Troubleshooting for ELAI

Issue 1.0 May 2002 97

Troubleshooting for ELAIq

If remote agents experience a high volume of phantom calls,the Interflow-Qpos EWT Threshold may be set too low or toohigh.

q If remote agents are experiencing a delay between becomingavailable and receiving the call:

— Interflow-Qpos EWT Threshold might be set too low.

— There may be insufficient LAI attempts from the sendingswitch. Try changing the conditional, for example changeinterflow-qpos = 1 to interflow qpos <= 2.

By doing this, you expand the window of eligibility forinterflow calls.

— There may be an insufficient number of tie trunks.

q If remote agents are receiving no calls, the maximum numberof vector steps executed at the sending switch vector may havebeen reached before calls reached the head of the queue. Ifthis is the case, rewrite the sending switch vector.

See the “Troubleshooting Vectors” chapter of the Avaya MultiVantage

Call Center software Release 11 Call Vectoring/EAS Guide, 555-230- 714, Issue 1.0. for more detailed information, including vectorcommands and unexpected operations.

What is Best Service Routing?Best Service Routing (BSR) is a feature that routes ACD calls to theresource best able to service each call. It allows the switch to compare

local and remote splits/skills, identify the split/skill that will provide thebest service, and deliver the call to that resource. Using yourcompany’s business rules and call handling preferences, you are ableto determine the “best” routing for your call center’s calls. This entireprocess is transparent to your customers, whose calls are routedaccording to the strategy you develop.

Note:

BSR can be configured for single-site or multi-site operation.This module focuses on the multi-site version, which operates

across a network of Definity or MultiVantage switches.





For information about the single-site version, please refer to the “BestService Routing” chapter of the Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.

How BSR worksBSR determines the best resource to service a call by examining oneor all of the following variables:

q availability of agents

q selection strategy for the active VDN

Administering multi-site BSR applicationsThe following forms are required for administering a BSR multi-siteapplication:

Distributed versus centralizedsystems

Multi-site BSR can be implemented as either distributed or centralizedsystems. You must determine which method you want to implementbefore creating your application plan.

q Distributed system: All switches receive incoming calls andquery other switches to interflow calls when appropriate.

q Centralized system: One switch serves as a hub, meaningthat all calls arrive at this switch and are routed from it to theother switches in the network.

Tip:

In a centralized system, only one switch requires applicationplans and primary VDNs/vectors. In a distributed system,each switch must be set up with application plans and primaryVDNs/vectors.



Administering multi-site BSR applications

Issue 1.0 May 2002 99

Defining the purpose of theapplication

Before you can perform BSR administration tasks on your switch, you

need to do some planning and decision making about how your BSRapplication will work. Then make note of your decisions for each of thefollowing so that you can easily set up your BSR application on theswitch.

Note:

There are several related steps for the BSR application plan,which are covered in the following four sections. Thenumbering sequence carries through all related sections toensure that you don’t overlook any important tasks when

preparing your application plan.1. Select the group of callers for which you want to create the

application.

2. Define the goal of the application, for example, faster averagespeed of answer.

3. Determine which agent selection strategy (on VDNs) will bestachieve your goal.

4. Decide whether you will implement BSR in a distributed orcentralized system.

Selecting or creating the elements ofthe application

To select or create the elements of the application:

1. Select the VDNs on each switch that serve the group of callersyou’ve identified. On each switch these are the primary VDNs foryour application. Record the extensions of each VDN that point to

a vector with a BSR application.2. Select the locations you want to include in each application plan.

Assign a number from 1 to 255 and a short name (15 charactersor less) to each location to uniquely identify it.

3. Record the node number of the switch at each location. (Thenode identity is the number entered in the UCID Network Node IDfield on page 4 of the Feature-Related System Parameters form.)





4. Create Status Poll VDNs on each of the switches in theapplication plan. Record the full numbers you’ll need to routethese calls to these VDNs.

5. Create interflow VDNs on each of the switches in the application.

the application plan

Note:

The following procedures assume that you are using the SATscreen or terminal emulator to access the switch software andperform BSR administration.

The plan for each application is identified by a number (the applicationnumber) and a name. It specifies the remote switches that might be

polled by the application and identifies each with a number called thelocation number.

1. At the command prompt, type add best-service-routing ### andpress Enter . (In place of ###, type the number between 1 and 255that you want to assign to this BSR application.)

Note:

A single switch can have from 1 to 255 application plans, andeach application plan can have from 1 to 255 locations. The

limitation on a single switch is 1,000 application-location pairs,for example, 100 applications with 10 locations each, or 50applications with 20 locations each. (If the switches areconnected to a CMS, the CMS is limited to eight switches.)

The Best Service Routing Application Form is displayed with thenumber you typed in the command displayed in the Number field.




Issue 1.0 May 2002 101

2. Assign a short, descriptive name to the plan (15 characters orless).

3. Enter the information required for each remote location. Each rowcontains the information the BSR application needs to identify and

communicate with one of the resources in the plan.

Table 9: Application Plan Fields

Field Requirement Description

Num Required Type the number you assignedto this location.

LocationName

Optional Type the name you assigned tothis location.

Switch Node Optional This field is for user referenceonly (see the node numbersentered in the UCID NetworkNode ID field on page 4 of theFeature-Related SystemParameters form).

add best-service-routing 1 Page 1 of x

BEST SERVICE ROUTING APPLICATION PLAN

Number: 1 Name: All-in-One Software Co Maximum Suppression Time: 60 Lock? y

Ð

Ð

Ð

Ð

Ð

Num Location Name Switch Node Status Poll VDN Interflow VDN

1 Valhalla 14 6795 6777

2 Chicago 15 7555 7597

3 Pasadena 75 916268441234 916268447979

4 Atlanta 80 914047551212 914047553344

___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________ ___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________

___ ____________ ___________ _______________ ______________





4. Repeat step 11, completing the application plan fields for each ofthe locations you want to include in the application plan.

5. Press Enter to save your changes.

Linking the application plan to aprimary VDN

To link the application plan to a primary VDN:

1. Go to the Vector Directory Number form for the first VDN youidentified earlier. If this is a new application, create the VDN.

2. In the Allow VDN Override? field, type y or n. If the call is directedto another VDN during vector processing:

q y: Allows the settings on the subsequent VDN, including itsBSR Available Agent Strategy, to replace the settings on thisVDN.

q n: Does not allow the settings on the subsequent VDN,including its BSR Available Agent Strategy, to replace the

settings on this VDN.

3. In the BSR Application field, type the application number youassigned to the plan.

Status PollVDN

Required This string (up to 16 digits long),is the complete digit string yourswitch will dial for the status pollcall.

Interflow VDN Required This string (up to 16 digits long)is the complete digit string yourswitch will dial to interflow a callto this location.

Table 9: Application Plan Fields (Continued)

Field Requirement Description




Issue 1.0 May 2002 103

Entering an agent selection strategy

To enter an agent selection strategy:

1. In the BSR Available Agent Strategy field, type the identifier for

the agent selection method you want this application to use

Tip:

In multi-site BSR applications, the 1st-found available agentstrategy results in fewer interflows and minimizes the load oninterswitch trunking. Additionally, switch has less processingto perform for each call in BSR vectors, since it may not needto compare as many resources to identify the best. Ifprocessing power and tie trunk capacity are issues in your callcenter, you may want to use this strategy.

The following VDN form shows a VDN that is linked to BSRApplication Plan 1. The BSR Available Agent Strategy in thisexample is EAD-MIA.

2. Press Enter to save your changes.

3. Repeat steps 9 on each switch that needs an application plan anda Primary VDN/vector pair.

BSR vector commands

BSR vector commands must be used when programming the vectorsteps for BSR, whether you are creating new vectors or editing existingones. These commands, when activated, implement the strategy youenter in your application plan.

The following table provides vector commands used with BSR.

Sample vectors

This section contains a brief description and sample vector for each of

the VDN/vector pairs required for a BSR .

For more detailed information about setting up vectors for BSR, pleaserefer to the “Best Service Routing” chapter of the Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230- 714, Issue 1.0.

Primary

call arrives at is processed by the primary vector. This vector begins

the BSR process by considering specified .





Status poll vector

The status poll obtains information and returns it to the origin switchcallis not connected to the status poll VDN.

Tips on writing BSR vectors

BSR vectors are programmed in the same way as other vectors, usingyour Basic Screen Administration, Call Management System, or VisualVectors. Use the BSR vector commands discussed earlier and thefollowing tips when creating or editing vector steps.

Note:

The following options must be enabled on the System-Parameters Customer-Options form before programming BSRcommands in a vector step: Basic Call Vectoring; “Vectoring(G3V4 Advanced Routing),” “Vectoring (Best ServiceRouting),” and “Look-Ahead Interflow (LAI).”

q Arrange consider steps in order of preference, for example,the consider step that tests the main, or preferred, resource,should be first in the series.

q Do not enter any commands that would cause a delay (otherthan goto commands) between steps of a consider series.

q Do not program a consider series in vector loops.

q Confirm that calls queue successfully. This check isrecommended for all vectors. Since EWT is infinite for a callthat hasn’t queued, a step that checks EWT after a queueattempt is a good confirmation method. After a queue-to best step, for example, use a command such as goto step x if

expected-wait <9999.

q If only one split or skill on a remote switch can service the calltype handled in a BSR application, you do not need to write aconsider series in the interflow vector. You can just queue thecall to the appropriate resource.




Issue 1.0 May 2002 105

Setting user adjustments

You can use adjust-by commands to set preferences for splits/skills atthe origin switch and/or remote switches. While these adjustments are

not required, they can minimize unnecessary interflows for distributedapplications, and thus help to control costs and preserve trunkcapacity.

Note:

In distributed applications, the smaller the adjustment, thecloser the load balance across the network, but the greater thepercentage of calls redirected between switches (and thegreater the demands on inter-switch trunking). Higheradjustments reduce interflows, but allow greater imbalance in

the load between switches. For more details aboutadjustments, refer to the Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714,Issue 1.0.

The adjustment is considered by the status poll vector in selecting thebest resource on its switch. The adjustment is then returned to theorigin switch along with the other data for that resource. When switchreceives this adjustment from the remote switch, it adds it to anyadjustment that was assigned to that location in the consider location step.

You can assign a value of 0 to 100 in user adjustments. The units ofthis value are supplied by the switch depending on the conditionswhenever that consider step executes. For example, in the commandconsider split 1 pri h adjust-by 20, the switch interprets adjust-by 20 to mean add 20% to the EWT, but add at least 20 seconds. For actualEWTs of 1 to 100 seconds, an adjustment of 20 adds 20 seconds. ForEWTs greater than 100 seconds, the same adjustment adds 20% tothe actual EWT for the split/skill specified in the consider step. Forexample, if the actual EWT is 120 seconds and an adjust-by value of20 is assigned, the adjusted EWT would be 144 seconds.





In your first multi-site application, we recommend beginning with aremote adjustment of 30, as shown in the primary vector examplebelow. This can easily be reduced later if inter-switch trunking is underutilized.

1) wait time 0 secs hearing ringback

2) consider split 1 pri m adjust-by 0

3) consider location 2 adjust-by 30

4) queue-to best

Tip:

User adjustments in status poll vectors are applied to a singlesplit or skill, not to an entire location.

Performing daily maintenanceYou can display the following reports from the switch to help youmonitor the effectiveness of your BSR multi-site application anddetermine the cause of problems.

q Regularly use the Display Events form and execute a display

events command for the appropriate vectors. Vector eventswill identify and indicate the source of common malfunctionsand administration errors.

Tip:

If it appears that tie-trunks are frequently exhausted, reviewthe design of the BSR application. The user adjustments onconsider location steps may be set too low.

q Use a list trace vdn or list trace vec command to observeprocessing of an individual call to verify that your BSR vectorsare operating as intended.

q Use a Trunk Group Summary report for traffic measurementsfor trunk groups. Review such information as trunk usage, callsqueued, queue overflows, queue abandons, and percentage alltrunks busy (% ATB). To display a Trunk Group Summaryreport, type list measurements trunk-group summary<yesterday-peak/today-peak/last-hour> and press Enter .




Issue 1.0 May 2002 107

q Use a Trunk Group Performance Report to view a graphicaland numerical display of the peak hour blocking for each trunkgroup. This allows you to see the percentage of calls thatarrive when all trunks are busy, for the previous or current day.

To display a Trunk Group Performance Report, type listmeasurements trunk-group <yesterday/today> and pressEnter .

For additional tips and methods for tracking unexpected vector events,please refer to the “Troubleshooting” chapter of the Avaya MultiVantage Call Center software Release 11 Call Vectoring/EAS Guide, 555-230-714, Issue 1.0.

Interpreting performanceThe following types of standard reports will help you analyze theeffectiveness of your individual sites.

Tip:

If you have Network Reporting software, it can be used toview real time key call center performance statistics from asmany as 64 call center sites within your switch network.

Table 10: Avaya CMS Supervisor Reports


CMS Split/Skill or VDNreports Average speed ofanswer If ASAs have improvedand become fairlyequal among BSR-eligible sites

CMS Split/Skill or VDNreports


CMS Split/Skill or VDNReports

Abandonment rates If abandonment rateshave decreased

CMS Agent GroupReport

Agent occupancydistribution

If agent utilization hasimproved as a result ofinterflowed calls





For more detailed information about reports, please refer to the Avaya CMS Supervisor Version 8 Reports guide.

Using BSR and Avaya Business AdvocateBSR can be paired with Advocate to make your multi-site routing evenmore precise and effective. Once BSR delivers a call to the right callcenter or split/skill, Advocate can determine the best agent to handlethe call based on your callers’ needs and their value to your business.Advocate can prevent a large skill from being overserved to thedetriment of smaller skills. It can also prevent a multi-skilled agentfrom being overworked beyond the workload of single-skilled agents,

and can regulate how reserve agents are activated. More detailedinformation on Advocate can be found in the Managing Call and Agent Selection section of this book.

Note:

For help using these features together, contact Avaya’s CallCenter Professional Services.



Issue 1.0 May 2002 109

Chapter 7: Call and agent selection

methods

This section explains how to manage call and agent selection methodsusing Avaya Business Advocate. Specifically, the section is designedto help you understand the various call and agent selection featuresthat are available for your call center and help you select the AvayaBusiness Advocate features that best match your company’s businessneeds.

For more detailed information about Avaya Business Advocatefeatures and administration, please see the Avaya Business Advocate

User Guide, 585-210-711.

What is Avaya Business Advocate?Avaya Business Advocate provides predictive and adaptive methodsfor call centers that address three fundamental questions in terms ofhow the most expensive resource of the center, its agents, are usedeach time a call is handled.

What should this agent do next?

Advocate answers the question "what should this agent do next?" eachtime an agent becomes available and calls are waiting in queue. Theterm “should” is used deliberately because it implies a consideration oftrade-offs in the decision. With Advocate, the answer to this questiondoes not come from executing a set of preprogrammed directives suchas "take the highest priority, oldest waiting call." Such a fixed plan doesnot consider consequences. Advocate, on the other hand, understands

the consequences of the decisions it makes and the businessobjectives for each type of call.

Which agent should take this call?

Advocate answers the question "which agent should take this call?"when a call arrives and there are available agents waiting for calls.Advocate can make this decision so that workloads are distributedfairly across the agents, to eliminate "hot seats." Advocate can alsopromote fairer opportunities for compensation by delivering a certain

predetermined mix of calls to agents.




Call and agent selection methods

Does the center need to adjust itsoperations to bring performanceback to the wanted level?

Advocate continuously evaluates the call center’s performance todetermine "what does the center need to adjust to bring performanceback to the wanted level?" Advocate responds, down to the levels of anindividual caller, when it detects that agent resources should be useddifferently to prevent a caller’s wait times from being too high or toaccomplish service level goals more consistently.

Advocate methods versus traditionalmethods

It’s important to note that a center using Advocate generally discardsmany traditional call center practices. For instance, queue priorities arediscarded in favor of the more adaptive service objectives. The simpletime-in-queue measurement is discarded in favor of the moreconsequential view of wait time, known as Predicted Wait Time. Multi-queuing, overflowing, and manual movement of agents and calls arereplaced with the use of reserve agents when the need is detected.

Note:

Avaya Business Advocate requires Expert Agent Selection(EAS) on switches R6 or later.

How call selection worksWhen calls are in queue and an agent becomes available, the switchconsiders the call selection method administered for the agent andeach of the queues they support in order to determine which skill toserve. These methods are administered as call handling preferences

on the Agent LoginID form and they include Greatest Need, Skill Level,and Percent Allocation. Each of these methods is described in thissection. Once call selection determines which skill will be served, thecall at the head of that queue is delivered to the agent.

Advocate call selection methods take into account more than justtraditional issues such as wait time and queue priority. They include:

q Eventual caller wait time

q Your service goals

q Using each agent for maximum benefit



How call selection works

Issue 1.0 May 2002 111

How calls are selected for an agent

When calls are in queue and an agent becomes available, the switchquickly reviews the following types of information to determine which

skill to select for the agent. When the skill is selected, the call from thehead of the queue is delivered to the agent.

q What call selection method is administered?

q Is Service Objective activated for call selection?

q What are the eligible agent’s skill levels or reserve levels?

q Are any of the skills in an overload threshold state? If so, whichthreshold is exceeded, Level 1 or Level 2?

q

Is Current Wait Time or Predicted Wait Time selected as thecall selection measurement?

q What is the administered queue priority for the calls in queue?

q Is Call Selection Override activated?

Information about each of these elements is included later in thischapter.

Call selection measurements

When administering call selection methods for agents, you mustchoose from one of two call selection measurements for wait time. Thisdecision is made at the system level, which means this choice appliesacross all of your skills.

q Current Wait Time (CWT) is a measurement that only considershow long a call has already waited when using the callselection algorithm. This is commonly referred to as OldestCall Waiting or time in queue.

q Predicted Wait Time (PWT) is a call selection measurementthat calculates how long a call will wait in total if the currentlyavailable agent does not take the call. This method isrecommended because it results in fewer calls withexceedingly long wait times and it can optimize critical agentresources.





Predicted Wait Time example

In a call center, a call may be queued for a specialized skill for which asmall number of agents is staffed. Although this call may have onlybeen waiting in queue for 10 seconds, it is estimated that the call will

wait an additional 40 seconds because of the small number of agentswho are assigned to the skill. Another call is queued for a general skillthat is staffed by many agents. This call has been waiting for 20seconds, but it is estimated that it will wait in queue for an agent foronly 5 more seconds. The agent who becomes available is eligible toserve both the specialized and the general skill. Advocate selects thecall for the specialized skill first, because its overall predicted wait timeis 50 seconds (40 + 10 seconds). The other call continues to wait inqueue because its total PWT is only 25 seconds (20 + 5 seconds).

Call handling preferences

Three call handling preferences (call selection methods) are availableto assist you with call selection: Greatest Need, Skill Level, andPercent Allocation. You must administer one of these preferences foreach agent using the Agent LoginID form. These preferencesdetermine which skill is selected for an agent when calls are in queuefor their skills and they become available to serve a call.

Greatest NeedGreatest Need is a call selection method that selects a skill for anagent based on the call at the highest priority whose PWT or CWT for askill is the longest or whose PWT or CWT is the highest relative to theadministered service objective.This method allows you to improveefficiency by lowering the average speed of answer for calls andlowering the maximum delay.

Skill Level

Skill Level is a call handling preference based on the agent’s expertisein one or more skills. Skill Level selects a call for an agent based onhighest skill level, highest priority, and greatest CWT or greatest PWTor greatest ratio of CWT/SO or PWT/SO. You assign a preferencelevel of 1 to16, with level 1 as the highest preference, to determine howyou want each agent’s time to be spent serving your customers. Youmay determine, for example, that an agent who is especially good atgenerating sales should be at a level 1 for the Sales skill, but at a level4 for handling calls on the Complaints skill. This method can help you







Time (PWT) or Current Wait Time (CWT) to the administered serviceobjective for the skill. The ratio used is either Current WaitTime/Service Objective (CWT/SO) or Predicted Wait Time/ServiceObjective (PWT/SO).

You can also use Service Objective to create the same level of servicefor all skills if you set all of the service objectives the same and set allagents to use Service Objective in call selection. Later, if you want tomake adjustments for faster or slower service, you can easily changethe service objective for the skills involved.

Note:

Service Objective cannot be used with Percent Allocation.

Call Selection Override

What is Call Selection Override?

Call Selection Override is an option within Service Level Supervisorthat alters how calls are selected when overload thresholds areexceeded for one or more of an agent’s skills. Calls are selected fromskills that are over threshold to the exclusion of calls from skills that areunder threshold when the skill in overload has Call Selection Overrideactivated. This feature, when activated, is helpful for call centers that

have one or more skills that are critical in nature, for example, thoseinvolving emergency-related calls.

Call Selection Override is activated (set to y) at the system level andmust also be administered individually for each skill for which you wantto use the feature.

Note:

The Call Selection Override being activated effects all agents -those that hold the skill as standard and those that hold the

skill as reserve.

How does Call Selection Override work?

When an agent becomes available, if one of his skills is in overload andCall Selection Override is activated for that skill, the skill that is inoverload will be served next. In other words, normal call selection forthe agent is overridden. If two or more of the agent’s skills, both withcall selection override activated, are in overload when the agentbecomes available the call is selected according to the ratio of PWT orCWT and the threshold for the skill.



How call selection works

Issue 1.0 May 2002 115

Call Selection Override is most effective for skills that representemergency situations. In these cases it is appropriate that all othertypes of calls be essentially ignored if the emergency related skill is inoverload. Outside of this type of scenario, Call Selection Override is

usually not activated.When Call Selection Override is off, the following conditions apply.

Call Selection Override example

The table below shows that calls are waiting in three of an agent’s

assigned skills. The agents call handling preference is skill level. Allcalls have been queued at the same priority. With Call SelectionOverride turned on for each skill, which call does he receive?

The agent receives the call from skill C because skill C is in an over-threshold state and Call Selection Override selects calls from over-threshold skills first. If Call Selection Override is not turned on, theagent receives the call from skill B, for which he has the highestassigned skill level and which has the longest predicted wait time.

If the Call HandlingPreference is:

Then the switch will serve:

Greatest Need the reserve skill in overload if thereserve skill has the greatest need

among all the available agent’sskills that have calls queued.

Skill Level the reserve skill in overload if nostandard skill calls are waiting forthe available agent.

Skill Skilllevel

Predicted WaitTime

OverloadCondition

A 1 5 seconds normal

B 1 10 seconds normal

C 2 40 seconds overload 1





Note:

If Percent Allocation is used, the only way a call is selectedbased on the threshold is if Call Selection Override is on. IfCall Selection Override is off, the threshold is ignored.

Dynamic Queue Position

A new feature called Dynamic Queue Position gives you the ability toqueue calls from multiple Vector Directory Numbers (VDNs) to a singleskill, while maintaining different service objectives for those VDNs.Newly arriving calls are inserted in queue based on a comparison ofratios of estimated times in queue for new calls and for calls already inqueue and the administered service objectives for the originatingVDNs.

How does Dynamic Queue Position work?

The following figure shows how different service objectives can beused for various VDNs and queued to a single skill, which simplifiesstaffing and forecasting.



Call selection examples

Issue 1.0 May 2002 117

Dynamic Queue Position example

Dynamic Queue Position is valuable for businesses that want tosupport customer segmentation. Consider, for example, a businessthat receives customer service calls from a wide range of customers

and wants to support differentiation in how it handles calls fromcustomers with varying service policies. Since each agent is alreadyhandling all types of customers, a single skill can suffice. Adifferentiation is needed, however, in terms of how quickly calls arehandled. This is accomplished by assigning a different serviceobjective to the VDNs that correspond to the varying sets of customers.The service objective for the customers with policies is assigned aservice objective of 10 seconds. Customers without policies arehandled through a VDN with a service objective of 40 seconds.

As calls arrive they are placed in queue so that the average speed withwhich calls from each VDN are answered is roughly proportional to theservice objectives of the VDN. Customers with the most valuablepolicies will tend to be placed in front of some of the other calls, but willnot necessarily be placed in front of all of them. This arrangementallows the call center to continue to operate with a single skill defined,forecasted, and staffed. This also prevents problems that result from just queuing calls at different priority levels within the same queue. Forexample, calls queued at low priority will be ignored if there is a

significant volume of higher-priority calls.This feature is administered on the VDN form and the Hunt Groupform.

Call selection examplesThe following examples show how the various types of call selectionwork. In each of these examples, assume that calls are in queue forthree skills that an agent is eligible to serve. Each scenario is basedon the same skills and call wait times so that you can more clearly seethe effects of call selection methods. The examples include GreatestNeed with and without Service Objective, Skill Level with and withoutService Objective, and Percent Allocation, which is not used withService Objective.





Greatest Need without ServiceObjective

In the following example, the agent’s call handling preference is

Greatest Need. Service Objective is not activated for this agent, andPredicted Wait Time (PWT) is set at the system level. All calls arequeued at the same priority. Which call is selected first when the agentbecomes available?

Using Greatest Need without Service Objective the call in skill 2 isselected. This is because Greatest Need is administered in thissituation, and calls are selected according to the longest PredictedWait Time (PWT).

Greatest Need with Service Objective

In the following example, service objectives have been added for usein the agent’s call selection. All calls are queued at the same priority.Which call is selected if calls are queued for an agent who is eligible toserve all three skills?

Skill Number PWT

1 45 seconds

2 90 seconds

3 50 seconds

Skill Number Serviceobjective

PWT

1 20

seconds

45 seconds

2 45seconds

90 seconds

3 20seconds

50 seconds



Call selection examples

Issue 1.0 May 2002 119

In this situation, the call in skill 3 is selected because its PWT is at thehighest percentage (250%) of the 20-second service objective for thatskill. (Remember that the ratio used with Service Objective isPWT/SO.) The 90-second call, in this case, with a service objective of

45 seconds, is only at 200% of the service objective and therefore it isnot selected.

Tip:

Service Objectives are generally activated on agent’stemplates because this aligns each agent’s work with thevarious objectives.

Skill Level without Service Objective

In the following example, the Skill Level call handling preference is setfor the agent’s three skills. Service Objective is not activated for thisagent. All calls are queued at the same priority. Which call will theagent receive in this situation?

In this instance, the call waiting for skill 2 is selected because its PWTis the greatest among the skill level 1 calls. Skill 3 cannot be selectedeven though its PWT is greatest, because there are calls waiting forskill level 1 skills.

Tip:

Traditional call centers have often used skill level as a callhandling preference in order to try to give the right service levelto each skill. Now with Advocate, service objectives generallyare a more direct approach to expressing and achieving goals.If you are transitioning into Advocate, consider whether skilllevel preferences were originally introduced to help achievethe wanted service levels and if so, the greatest needapproach with service level will give you a far more robustdesign.

Skill Number Skill Level PWT

1 1 45 seconds

2 1 90 seconds

3 4 90 seconds





Skill Level with Service Objective

In the following example, Service Objective is administered and SkillLevel as the call handling preference. All calls are queued at the same

priority. Which call is selected for the agent?

In this situation, the agent receives the call waiting in skill 1. AvayaBusiness Advocate identifies two level 1 skills with calls in queue andselects the call that has the highest ratio of PWT to administeredService Objective (PWT/SO). Notice, the call for skill 3 has the highestratio of PWT to SO, but skill level call handling preference has limitedcall selection to the skill level 1 skills.

Tip:

Traditional call centers have often used skill level as a callhandling preference in order to try to give the right service levelto each skill. Now with Advocate, service objectives generallyare a more direct approach to expressing and achieving goals.If you are transitioning into Advocate, consider whether skilllevel preferences were originally introduced to help achievethe wanted service levels and if so, the greatest needapproach with service level will give you a far more robustdesign.

Percent Allocation

In the following example, Percentage Allocation is administered foreach of the agent’s three skills. If the agent has already spent 45% ofhis time serving skill 1, 35% of his time serving skill 2, and 10% of histime serving skill 3, which of the queued calls will be selected for him?

Skill Number Skill LevelServiceObjective

PWT

1 1 20 45 seconds

2 1 45 50 seconds

3 4 20 90 seconds



Agent selection methods

Issue 1.0 May 2002 121

The agent has spent more time on skills 2 and 3 than the plan calls forand needs a skill 1 call to move toward plan. Therefore, he will receivethe skill 1 call.

Note:(Neither PWT or CWT is considered in call selection whenPercentage Allocation is in effect for an agent.)

Agent selection methodsAgent selection methods are activated when there are more availableagents than incoming calls. This is known as an agent surplus

condition. Avaya Business Advocate allows you to select agents byidleness in a skill (Most Idle Agent), occupancy across skills (LeastOccupied Agent), or by percentage of work time for a skill (PercentAllocation Distribution). These methods are administered on the HuntGroup form and are also known as hunt group types.

How agents are selected for calls

When more than one agent is eligible to serve a call, the switchdetermines which of the eligible agents should be selected based onthe agent selection method that you administered. This processincludes consideration of the following:

q Which available agents are eligible to serve a call from thatskill?

q What agent selection method is administered for the skill?

q Which of the eligible agents is most appropriate to serve thecall based on the administered agent selection method?

Skill

Number

Percent

Allocation Plan

Actual

work time

Adjusted

work time

PWT

1 60% 45% 49% 45 seconds

2 30% 35% 40% 90 seconds

3 10% 10% 17% 50 seconds





Agent selection options

Business Advocate offers the following agent selection methods:

q Most Idle Agent (MIA) selects an agent based on the time since

completion of the last ACD call.

q Least Occupied Agent (LOA) selects an agent based on theagent’s occupancy across all skills.

q Percent Allocation Distribution (PAD), new with Release 9,selects an agent based on the available agents’ predefinedallocations for their skills and the agents’ adjusted work timesfor the skills.

Most Idle Agent

Most Idle Agent (MIA) selects the most idle agent with the assignedskill for the incoming call. With this method, the call is delivered to theagent who has been idle the longest.

There are two types of MIA selection:

q Expert Agent Distribution - Most Idle Agent (EAD-MIA):Selects the most idle agent who is at the highest skill level for inthe skill to take the call. Note that the switch considers skill

level first. If there is only one agent available at that skill level,that agent is selected. If there is more than one agent availableat that skill level, idle time in queue is used to determine whichagent is selected.

q Uniform Call Distribution - Most Idle Agent (UCD-MIA):Selects the most idle agent in a skill, regardless of the agent’sskill level.

Least Occupied Agent

Least Occupied Agent (LOA) selects agents based upon theiroccupancy across all skills rather than position in an idle agent queue.The occupancy includes the agent’s time with ACD calls ringing, ACDcalls active, ACD calls on hold, and after call work time (ACW) if ACWtime is considered work time. It is designed to spread work time moreevenly among agents, reducing the number of “hot seats,” that is,situation in which some agents receive many more calls than others.



Agent selection methods

Issue 1.0 May 2002 123

There are two types of LOA selection:

q Expert Agent Distribution - Least Occupied Agent (EAD-LOA): Takes the skill level of agents into consideration beforedistributing a call. It selects the least occupied agent who is at

the highest skill level for the skill to take the incoming call. Notethat the switch considers skill level first. If there is only oneagent at the highest level, that agent is selected for the call. Ifthere is more than one agent available at that skill level,occupancy is used to determine which agent is selected.

q Uniform Call Distribution - Least Occupied Agent (UCD-LOA): Selects the least occupied agent when more than oneagent is available to take a call. UCD-LOA does not considerthe agent’s skill level when distributing the call.

Tip:

Occupancy levels will be more fair equal under UCD-LOAdistribution. EAD-LOA results will vary depending on howskills and the related skill levels are assigned to the agents.

Agent occupancy

It is important to note that occupancy is initialized when the agent logsin and is reinitialized when an agent exits the AUX work mode. The

agent’s occupancy, when initialized or reinitialized, is based on thecurrent occupancy of other agents who are administered with similarskills (peer agents.)

Percent Allocation Distribution

Percent Allocation Distribution ( PAD), which was introduced withRelease 9, uses an agent’s target percentage allocations and theadjusted work time for her assigned skills to determine whether she isselected to serve a call under an agent surplus condition. Using the

Agent LoginID form, you assign a percentage to each of the agent’sassigned skills (for a total of 100%). During the agent selectionprocess, the switch uses the agent’s current work time and targetallocation for that skill. It is important to note that the selection processfavors agents with higher target allocations over agents with lowerallocations. For example, if agent A is assigned a target allocation of80% and her work time for the skill is at 85%, she may be selected overagent B, who is assigned 20% and is currently at 15% for the skilldepending on the expected call handling time for the skill.





This agent selection method should only be used with the PercentAllocation call selection method, which uses an agent’s targetallocations when determining which skill to select under call surplusconditions. For best results, when using PAD as an agent selection

method for a skill, it is recommended that you administer PercentAllocation as the call handling preference for all agents in the skill.

Agent selection examplesThe following examples, each use the same agents and profiles todemonstrate how agent selection works. All of these examples assumethat agents are available, no calls are waiting, and a new call has just

arrived.

Expert Agent Distribution - LeastOccupied Agent

Using Expert Agent Distribution-Least Occupied Agent (EAD-LOA), ifthe following three agents are available to serve the arriving Sales skillcall, which agent receives the next call?

Agent A receives the next arriving call from the Sales skill because she

is the highest level, least occupied agent.

Agent SkillLevel

Occupancy

A 1 90%

B 1 95%

C 2 64%



Agent selection examples

Issue 1.0 May 2002 125

Uniform Call Distribution - LeastOccupied Agent

With the same agents available for the arriving Sales skill call, but with

Uniform Call Distribution-Least Occupied Agent (UCD-LOA)administered instead of EAD-LOA, which agent receives the next call?

Agent C receives the next arriving call for the Sales skill. With UCD,skill levels are not considered during agent selection, and Agent C hasthe lowest occupancy.

Expert Agent Distribution - Most IdleAgent

In the following example, the same three agents are available to servethe next arriving Sales skill call, but Expert Agent Distribution-Most IdleAgent (EAD-MIA) is administered. Which agent is selected for thecall?

Agent B receives the next arriving call for the Sales skill because he isthe highest skill level agent who has been idle longest in this skill.Notice that while Agent C has been idle the longest, he cannot beselected due to the EADS component of the decision; in other words,Agent C has been assigned a lower skill level.

Agent SkillLevel

Occupancy

A 1 90%

B 1 95%

C 2 64%

Agent SkillLevel

Time since last Sales Call

A 1 5 seconds

B 1 10 seconds

C 2 30 seconds





Uniform Call Distribution - Most IdleAgent

Using the same agents and conditions, but administering Uniform Call

Distribution (UCD-MIA), which agent is selected to receive the nextarriving Sales skill call?

Agent C receives the next arriving call for the Sales skill because withUCD-MIA calls are distributed evenly across agents according to idletime in queue, without regard to skill level.

Percent Allocation Distribution

Using the same agents, but administering Percent AllocationDistribution (PAD), which agent is selected to receive the next arrivingSales skill call?

Agent B is selected for the next call for the Sales skill because hisadjusted work time is the lowest percentage of the target allocation.

Note:

Adjusted work time is an intermediate calculation thatAdvocate makes for each of these three agents to make theagent selection. The percentage of target is a comparison ofthe adjusted work time and the target allocation.

Agent Skilllevel

Time since last Sales call

A 1 5 seconds

B 1 10 seconds

C 2 30 seconds

AgentTargetallocation

Currentwork time

Adjustedwork time

Percentageof target

A 25% 30% 35% 140%

B 50% 45% 49% 98%

C 75% 76% 78% 103%



Agent selection examples

Issue 1.0 May 2002 127

Call Selection at a glance

The following table shows what happens during call surplus conditions,according to the call selection methods that are administered on the

switch.

Tip:

Advocate call centers typically do not use queue priority as atechnique to influence call selection, instead Advocate callcenters use service objectives to give the right service level toeach skill.

IF calls are waitingwhen an agentbecomes available andthe agent’s selectionmethod is . . .

THEN the switch takes . . .

Skill Level without

Service Objective

the highest skill level, highest prioirity call with

the longest CWT or PWT.

Skill Level with ServiceObjective

the highest skill level, highest prioirity call withthe highest ratio of CWT/SO or PWT/SO.

Greatest Need withoutService Objective

the highest prioirity call with the longest CWTor PWT.

Greatest Need withService Objective

the highest priority call with the highest ratio ofCWT/SO or PWT/SO.

Percent Allocation the call waiting that best maintains theadministered target allocations for all skills.





Agent Selection at a glance

The following table shows what happens during agent surplusconditions, according to the agent selection method that is

administered.

Automated agent staffing adjustmentsBusiness Advocate offers several ways to automate staffingadjustments and enhance your call center operation under changingconditions. This section provides details on the many options that areavailable to help automate your staffing.

With Advocate, you can automatically activate reserve agents whenskills exceed overload thresholds you set. Additionally, you can useDynamic Threshold Adjustment to automatically adjust thresholds asneeded. If you are using Percent Allocation, you can automaticallyadjust target allocations for agents’ work time as needed to meetservice level targets, and you can choose to activate Auto ReserveAgents to leave an agent idle in a skill if the agent’s work time exceedsher preassigned allocation for that skill.

WHEN agents are available, acall arrives, and the agentselection method is . . .

THEN the switch selects the . . .

EAD-MIA highest skill level, most idle agent.

UCD-MIA most idle agent, without regard to skilllevel.

EAD-LOA highest skill level agent with the lowestoccupancy.

UCD-LOA least occupied agent, without regard toskill level.

PAD agent with the lowest ratio of adjustedwork time and target allocation for theskill.



Automated agent staffing adjustments

Issue 1.0 May 2002 129

Service Level Supervisor

Using Service Level Supervisor, you can administer one or twooverload thresholds for a skill that is supported by reserve agents.

When the Expected Wait Time (EWT) for an arriving call (or optionally,with Activate on Oldest Call Waiting enabled, the time in queue of thehead call in queue) exceeds the threshold, the skill goes into anoverload state. When the appropriate overload state exists, agents whoare preassigned to assist during overload periods are eligible toreceive subsequent calls from the overloaded skill. Service LevelSupervisor alleviates the need to move agents from skill to skill duringemergencies or unanticipated peaks in call volume.

Service Level Supervisor also enables agents to remain working in

their standard skills unless a wait time problem is identified for areserve skill.

What happens when a skill goes overthreshold

A skill goes over threshold when either the EWT or optionally, the timein queue for the head call (Oldest Call Waiting) exceeds apreadministered threshold. When a skill goes over threshold, reserveagents are activated and call selection override is in effect if activated,

according to which of these options you administered.

Assigning reserve agents

You can assign reserve agents so that they can assist with skills thatmight become overloaded during peak times. You can assign reserveskills in addition to an agent’s standard skills or you can assign them toan agent who would not handle any calls unless contingencyoperations are in effect. Reserve skills are not mandatory, but they area convenient method for automatically triggering contingency

operations for your call center.

Two reserve levels can be administered:

q Reserve Level 1 agents are eligible to receive calls from theoverloaded skill when the first or second administered overloadthreshold is exceeded

q Reserve Level 2 agents are eligible to receive calls from theoverloaded skill when the second administered overloadthreshold is exceeded.





Activation of reserve agents

Reserve agents can be activated at each overload threshold. Thesereserve agents are eligible to take calls from a reserve skill only when

that skill is in an overload state. When the skill returns to a normalstate, calls from that skill are not sent to reserve agents.

Tip:

Call centers that use Advocate generally eliminatemultiqueuing and overflowing from their vector designs. Thesetechniques to route calls to backup agents are replaced byassigning the backups the appropriate Reserve level skill.

Considerations for reserve skills

If you determine that you want to administer reserve skills, consider thefollowing questions for each skill:

q Which agents are able to back up that skill?

q Are you willing to have agents work differently in order to serveas reserve agents for the skill? Remember that agents areoften less effective or more costly when handling calls fromskills that are not their primary assignments.

q Which reserve levels will you assign for selected agents?

Overload thresholds

When using reserve agents, you need to assign overload thresholdsthat determine when contingency operations go into effect for a skill.Overload thresholds determine the conditions under which reserveagents become eligible for work on the over-threshold skill. You can setone or two overload thresholds at the level or length of wait consideredtoo long for that skill, when Reserve agents should be used. These

thresholds are set individually on the Hunt Group form for each skillthat uses reserve agents.

Dynamic Threshold Adjustment

Dynamic Threshold Adjustment is a new Service Level Supervisorfeature that provides you with an increased level of automation for yourstaffing. With this feature, you administer overload thresholds and aservice level target. You establish service level targets for each skill (forexample 80% in 20 seconds), on the Hunt Group Form.







Auto Reserve Agents

Auto Reserve Agents is a new Percent Allocation feature thatintentionally leaves an agent idle in a skill when the agent’s work time

for that skill exceeds her assigned target allocation. You can use thisfeature when it is particularly important to control an agent’s time in askill. You might activate this feature to ensure that a particularlyproficient agent is available for your most important types of calls, or tomore closely control where the agent spends his time to better meetyour organization’s sales or service goals.

An agent that has just become available can be put into Auto Reserveif the only types of calls in queue are ones for which the agent is overplan and the skill over plan is not presently in an overload state.

When an agent is in Auto Reserve and a call is in queue, one of threethings typically happens:

q Another agent becomes available and takes the call in queue.

q A call arrives in a skill for which the agent is not auto reservedand the agent takes that call.

q The agent’s work time in the skill drops below her allocation.Now that she is no longer auto reserved, she takes the waitingcall.

This feature is activated on the System-Parameters Features form.Using the Agent LoginID form and skill levels for each of an agent’sskills, you can determine in which (if any) skills you want to leave theagent idle when his work time exceeds his target allocation. You canactivate the feature for all of an agent’s skills by entering all in the AutoReserve Agents field or only for their nonprimary (level 2 to 16) skills byentering secondary-only. If secondary-only is selected, the agentnever goes into auto reserve if a level 1 call is waiting.

If Auto Reserve Agents is set to all, an agent that has just becomeavailable can be put into Auto Reserve if the only types of calls inqueue are ones for which the agent is over-plan and if call selectionoverride is on.



Developing your strategy

Issue 1.0 May 2002 133


Business Advocate provides a variety of features to help meet yourbusiness goals and to help you manage your agent resources. Thefollowing table shows some of the ways that you can combine call andagent selection methods to meet your company’s specific needs.

IF your goal is to . . . THEN consider . . .

Maintain service levels whilecontrolling the time agents spendserving each of their skills

q Percent Allocation

q Dynamic Percentage

Adjustmentq PAD

Control the time your agents spendserving their assigned skills whilemaintaining the flexibility to change tomeet service level requirements forthe center

q Percent Allocation

q Dynamic PercentageAdjustment

q Call Selection Override

q Service Level Supervisor

q PAD

Maintain service levels using more orless time from reserve resources tosupplement staffing as needed

q Greatest Need


q Dynamic ThresholdAdjustment

q UCD-LOA

Add customer segmentation withdifferentiated levels of service whilerouting all segments to the same skillto simplify staffing

q Greatest Needq Dynamic Queue Position

q UCD-LOA





Ensure that critical skills are covered,regardless of caller wait time in other

skills

q Greatest Need


q Call Selection Override forthe critical skills

q Activate on Oldest CallWaiting for the criticalskills

q UCD-LOA

Automate agent staffing to activate

back up agents a little sooner or alittle later to meet service level goalswith minimal overachievement orunder achievement

q Greatest Need or Skill

Levelq Service Level Supervisor

q Dynamic ThresholdAdjustment

q UCD-LOA or EAD-LOA

Minimize the complexity ofdifferentiating service levels for

different types of calls that requiresimilar agent abilities

q Greatest Need or SkillLevel

q Dynamic Queue Position

q UCD-LOA or EAD-LOA

Maximize the amount of time thatagents spend in high revenue or highcontribution roles while limiting theiruse of lesser skills to address waittime problems

q Greatest Need

q Service Objective


q UCD-LOA

Spread calls more evenly amongagents while delivering the right levelof service to each skill

q Greatest Need

q Service Objective

q UCD-LOA

IF your goal is to . . . THEN consider . . .




Issue 1.0 May 2002 135

Avaya support

Avaya offers a subscription service for Advocate customers thatprovides access to skilled consultants with expertise in understanding

how Advocate helps to solve business problems.As part of the subscription, service includes the following:

q Proactive monitoring of certain performance metrics consistentwith business objectives

q Web-based information and tips

q Multi-media contact support, available through voice and e-mail, for questions and consultation

q

Additional specialized services, such as simulation andperformance analysis, can also be conducted.

For more information, please contact your Avaya Account Executive orCRM Opportunity Management at 1-877-9-CRM OMC.

For more detailed information about features and matching features tobusiness goals, please see the Business Advocate User Guide.

Feature compatibility

It is important to choose the right combination of features to meet yourorganization’s needs and ensure that Business Advocate is set up towork most effectively. This section summarizes the features thatprovide the best results when used together and also lists those thatare not designed to work together.

Call selection methods (call handling preferences)

The following table shows the features that work effectively with thevarious Business Advocate call selection methods.

Call selection method Recommended to work with

Greatest Need q Predicted Wait Time

q Service Objective


q UCD-MIA

q UCD-LOA





Agent selection methods (hunt group types)

The following table shows which features work with the various agentselection methods.

Skill Level q Predicted Wait Time

q Service Objective


q EAD-MIA

q EAD-LOA

Percent Allocation q Dynamic Percentage Adjustment

q Auto Reserve Agents


q PAD

Call selection method Recommended to work with

Agent Selection Method Recommended to work with

UCD-MIA q Greatest Needq Predicted Wait Time

q Service Objective


EAD-MIA q Skill Level

q Predicted Wait Time

q Service Objective


UCD-LOA q Greatest Need


q Service Objective




Administering call and agent selection features

Issue 1.0 May 2002 137

Feature combination to avoid

The PAD agent selection method should not be used with GreatestNeed or Skill Level call selection methods.


Once you determine your call and agent selection strategy, you needto administer the appropriate features. You need to make severaldecisions about how to implement Business Advocate. Some of thesedecisions affect your call center system wide, while others affectparticular Vector Directory Numbers (VDNs), skills, or agents. Thefollowing table lists the features that are available with BusinessAdvocate and Avaya Dynamic Advocate, the level of impact forimplementing those features, and where the features are administeredon the switch.

Note:

Avaya CMS Supervisor can only be used to administerBusiness Advocate features for existing agent login IDs. Newlogin IDs, existing and new hunt groups, and call selectionmeasurements (CWT or PWT) must administered on switch.

EAD-LOA q Skill Level


q Service Objective


PAD q Percent Allocation

q Dynamic Percentage Adjustment

q Auto Reserve Agents


Agent Selection Method Recommended to work with





The following table shows where each feature is administered. .

Feature Decisionlevel

Where administered

Least Occupied Agent:

q LOA (Group Type) Skill Hunt Group form

q ACW Considered Idle? System Feature-RelatedSystem Parametersform

Percent Allocation:

q Percent Allocation (callhandling preference)

Agent Agent LoginID form

q PAD (Group Type) Skill Hunt Group form

q Expected Call HandlingTime

Skill Hunt Group form

q Dynamic PercentageAdjustment


q Service Level Target Skill Hunt Group form

q ACW Considered Idle? System Feature-RelatedSystem Parametersform

q Auto Reserve Agents System Feature-RelatedSystem Parametersform

Dynamic Queue Position:

q Dynamic Queue Position Skill Hunt Group form

q Service Objective VDN Vector DirectoryNumber form

Service Objective:

q Service Objective(activate for agent)





Issue 1.0 May 2002 139

q Service Objective (set

target objective)


q Call SelectionMeasurement (CWT orPWT)

System Feature-RelatedSystem Parametersform

Service Level Supervisor:

q Service Level Supervisor(administer for skill)


q Activate on Oldest CallWaiting Skill Hunt Group form

q Call Selection Override System

Skill

Feature-RelatedSystem Parametersform

Hunt Group form

q Overload Thresholds Skill Hunt Group form

q

Dynamic ThresholdAdjustment Skill Hunt Group form

q Service Level Target Skill Hunt Group form

q Reserve Agents Agent Agent LoginID form

Predicted Wait Time (PWT) System Feature-RelatedSystem Parametersform

Call handling preference (callselection method: GreatestNeed, Skill Level, PercentAllocation)


Group type (agent selectionmethod: UCD-MIA, EAD-MIA,UCD-LOA, EAD-LOA, PAD)


Feature Decisionlevel

Where administered





Important notes about administration

Call and agent selection method are a direct result of how youadminister Business Advocate. The following are examples of the

effect your administration can have on Business Advocate features.Call selection works in different ways, depending upon:

q Whether Current Wait Time (CWT) or Predicted Wait Time(PWT) is selected as a system-level parameter

q How the agents’ skills (standard and reserve) are administeredon the Agent LoginID form

q Which call selection method (Greatest Need, Skill Level, orPercent Allocation) is administered for the agent on the Agent

LoginID form

q Whether Service Objective is activated on the Agent LoginIDform

q What (if any) overload thresholds are administered for the skillsand what reserve skills are assigned to agents.

q Whether Dynamic Threshold Adjustment has been activatedwith Service Level Supervisor to automatically adjust overloadthresholds.

q Whether Dynamic Percentage Adjustment has been activatedwith Percent Allocation to automatically adjust targetallocations to help meet percent in service level goals.

q Whether Auto Reserve Agents has been activated tointentionally leave an agent idle in a skill when her work time inthe skill exceeds her target allocation for the skill.

Agent selection works in different ways depending on:

q Whether after call work (ACW) is counted as idle or occupied

time on the Feature-Related System Parameters form.

q Which Hunt Group method is administered for the skill on theHunt Group form (EAD-LOA, EAD-MIA, UCD-LOA, UCD-MIA,or PAD).

For detailed instructions for administering Business Advocate features,please see the Business Advocate User Guide.



Where should I start?

Issue 1.0 May 2002 141

Where should I start?Release 9.1 of Dynamic Advocate permits businesses to more closelymatch their use of Advocate to their true operational needs. Acompany’s call center may need to implement different strategies indifferent parts of the call center. Listed below are the three mostdistinctive ways to characterize the approaches a call center can takewith Dynamic Advocate. Additionally, call centers may want to includein their designs the enhanced customer segmentation possible withDynamic Queue Position.

q Primary Focus: Percent in Service Level Achievement

For the formal or in-house Service Bureau style call center, theoperational demand may be first and foremost to make thecontractual “numbers”, which most often are defined as percent inservice level targets for each type of call. Collective callerexperience is the measure of success. Individual callerexperience is significant only to the extent that the caller’s waittime doesn’t hurt the numbers. Over performance is notrewarded, but under performance may carry a penalty.

q Primary Focus: Individual Callers

For other centers, managing by the “numbers” is not the focus.Traditional call center performance metrics may be a referenceonly to determining whether good staffing plans were in place andto evaluate trends. Instead, the goal for this center is to get eachcaller to the best agent possible, deviating only when necessarybased on wait time problems that potentially affect individualcallers. This focus on individual customers may best be served byusing features found in the original release of Advocate. A centermanaged by Advocate in this way will see the results of individualcaller focus in the collective metrics of the center, but the

collective metrics are not used to create control.

q Combined Focus: Metrics and Individual Callers

Many call centers are interested in managing to achieve targets,such as a percent in service level, but also need to be sensitive toindividual caller treatment. These centers can have both, usingservice level targets as the means to determine if Reserve Agentsshould be brought in a little sooner or a little later in order to keepperformance on track. Individual caller experience will still be the

trigger that determines if Reserves should be engaged.






Issue 1.0 May 2002 143

How to administer – All the skills in the center, or in the part of thecenter using this strategy, needs to be of a group type of PAD, forpercent allocation distribution. This in turn implies that all agentsserving these skills should have a call handling presence of Percent

Allocation.Each skill should have a Service Level Target administered. These areof the type___% in ___ seconds, for example 85% in 15 seconds.

Each agent needs a Percent Allocation plan administered.

Dynamic Percentage Adjustment – Shift the agent’s percentallocation plans so that call handling adapts to the dynamic conditionsin the center. By doing this, all targets are met as best as possible. Forexample, you won’t want agents sticking to a plan that is obsolete

because an unexpected situation resulted in higher volumes of onetype of call to arrive, and you don’t want to re-administer the plans inreal time. Therefore, activate Dynamic Percentage Adjustment toallow an agent’s percent allocation plan to respond when a skill isexperiencing over performance or under performance.

Auto Reserve Agents – Using Auto Reserve Agent will enhance howcall handling adapts to make sure your center’s performance is ontrack with its goals. When an agent becomes available and the only

call waiting is queued to a skill that the agent has had more thanenough of according to the agent’s percent allocation plan, AutoReserve Agent will keep that agent available. An agent may be autoreserved regardless of the performance of the skill. Only time in skill,versus allocation is checked.

The agent’s percent allocation plan will be adjusted dynamically inresponse to center performance on each skill. The allocation for thetype of call that’s waiting would have been dropping if, for example, thistype of call was over performing against the target. Keeping this agentavailable and the call waiting won’t hurt the metrics for the skill with acall in queue, but it creates the opportunity to get another one of theagent’s calls answered in zero seconds, helping achieve the target forthat skill.

Allocation versus Skill level – If your auto reserve is set tosecondary-only, an agent will never be auto reserved in a skill that is aprimary skill for that agent. It could be auto reserved in a skill that wasanything other than a primary skill, so primary and secondary isspecified by skill level. The administration of skill level for auto reserve





agents, affects the design. As far as which agent gets selected(excluding auto reserving), skill level doesn’t have any impact. Whenusing a percent allocation design, think of skill level as an equivalent tobeing the allocations. the agent that you would have made skill level

1, you would give a higher allocation to. The agent you would havemade skill level 16, you would have assigned a very small allocation to.

Alternatives for adapting this design further – This design could beadapted further by assigning reserve skills to agents. The Reserveskill will not have a percentage assigned in the agent’s percentallocation plan. Reserve agents will be made eligible when youactivate call selection override for this skill. With this activated, when askill is over threshold, the percent allocation algorithm is replaced withthe “normal” call selection algorithm using time in queue, and so forth.

Auto Reserve Agents – Auto Reserve Agents is set to none, all, orsecondary-only at the system level. If a choice of secondary-only isused, an agent will never remain idle while a call is waiting for aprimary skill. Consequently, the choice of skill levels for each of anagent’s skills will have influence in the design. If an agent is veryproficient in a skill and can contribute the most to the business by usingthat skill quite often, it is likely you would allocate a large percentage oftime to that skill. The choice of skill levels will influence the design if

you use secondary-only Auto Reserve Agents.

Primary Focus: Individual Callers

Your center wants to be responsive to the needs of individual callers.Lack of accomplishment at a collective level should not result in a callbeing taken by a Reserve agent simply in order to improve a collectivestatistic, and an individual caller with a long wait time shouldn’t beignored because the collective statistic was in an over performancelevel.

How to administration – In order to have a sensitivity to individualcaller experiences, the design will use Service Objectives andOverload Thresholds defined for each skill. The Service Objectives setfor each skill will define how urgent each type of call is relative toanother. The Overload Thresholds should be set to a level thatrepresents a caller wait time problem sufficient to warrant usingReserve Agents.




Issue 1.0 May 2002 145

Agents will need to administer both standard and Reserve skills. Thecall handling preference of Greatest Need will permit Advocate thegreatest ability to be responsive to caller wait times.

You will also need to assign a group type to each skill to determine how

agent selection is performed. A choice of UCD-LOA will do the most tobring about fair workloads across the center.

Alternatives for adapting this design further – This design could beadapted further. If some agents perform better than others in a certainskill, and this difference in performance results in greater revenue percall, shorter calls, or higher customer satisfaction, consider either ofthe following:

q Use the skill level call handling preference and set skill levels to

reflect each agent’s abilities. Use no more than two or threeskill levels per agent, and make sure that two or more skills arepresent at each skill level. Not all agents need to be skill levelagents. It may be beneficial for only agents who have superiorabilities to work in this fashion. You may also consider whetheran EAD-LOA method for agent selection would result in moreproficient agents taking the calls that result in higher revenue.

q Concentrate each agent’s time on his or her highestperformance skills and assign the less proficient skills to

Reserve levels. Take into account that some agents may beover qualified or too costly to use routinely on some types ofcalls. These are perfect opportunities for using Reserve skills.An approach like this will work best with a Greatest Need callhandling preference, or with just one or two skill levels definedin a Skill Level call handling preference.

Some centers have one or more types of calls for which agents arecompensated per call. Collections departments are often run in thisway, and agents want to get as many of these types of calls as

possible. For these types of calls it can be beneficial to make thegroup types UCD-MIA or EAD-MIA in order that each agent have asfair a chance at getting the next call. This method will tend to createhot seats, but often this is not an issue when per-call compensation is afactor in recruiting or rewarding agents.

Combined Focus: Metrics and Individual Callers

Your center wants to achieve its percent in service level goals but notto the extent that individual caller needs are minimized in relevance.





You can strike a balance between achieving your metrics and beingsensitive to individual caller experience using the features of ServiceLevel Targets and Dynamic Threshold Adjustment.

How to administration – First, set Service Level Targets for each skillthat represents the collective performance you want to achieve. Thenset a single Overload Threshold at the number of seconds equal to theseconds in the Service Level Target. Activate Dynamic ThresholdAdjustment in order that the Overload Thresholds can float up by asmuch as 200% of the administered level or float down to as little as 0%of the administered level. This adjustment lets Reserves engage alittle later or a little sooner in order to achieve the collectiveperformance you want, but the limits on how far they can be adjustedmaintains focus at the individual caller level.

You will need to assign skills to agents, both standard skills andReserve skills. A call handling preference of Greatest Need permitsAdvocate the greatest ability to manage against your targets as well asbe sensitive to caller experience. A group type of UCD-LOA for eachskill will permit as fair a distribution of workload as possible across thecenter.

If some agents perform better than others in a certain skill, and thisdifference in performance results in greater revenue per call or shorter

calls or higher customer satisfaction, consider either of the following:q Use the skill level call handling preference and set skill levels to

reflect each agent’s abilities. Use no more than two or threeskill levels per agent, and make sure that two or more skills arepresent at each skill level. Not all agents need to be skill levelagents. It may be beneficial for only agents who have superiorabilities to work in this fashion. You may also consider whetheran EAD-LOA method for agent selection would result in moreproficient agents taking the calls that result in higher revenue.

q Concentrate each agent’s time on his or her highestperformance skills and assign the less proficient skills toReserve levels. Take into account that some agents may beover qualified or too costly to use routinely on some types ofcalls and these are natural cases for using Reserve skills. Anapproach like this will be best with a Greatest Needs callhandling preference, or with just one or two skill levels definedin a Skill Level call handling preference.




Issue 1.0 May 2002 147

Consider whether your center has one or more types of calls for whichagents are compensated per call. Collections departments are oftenrun in this way, and agents want to get as many of these types of callsas possible. For these types of call, it can be beneficial to make the

group type UCD-MIA or EAD-MIA in order that each agent have as faira chance at getting the next call. This method will tend to create hotseats, but often this is not an issue when per-call compensation is ofconcern.

Interpreting performanceTo determine the effectiveness of the strategy you have developed,

you need to review performance through reports. While each callcenter’s goals and operation may vary, there are severalmeasurements that are typically considered important. You will want toreview these reported measurements to see if your call and agentselection methods are working as you intended.


CMS Split/Skill or

VDN reports

Average speed of

answer

If ASAs are within

target service rangeCMS Split/Skill orVDN

reports


CMS Split/Skill orVDN Call Profilereports

Service level If target service levelsare being met

CMS Split/Skill orVCN Reports

Abandonment rates If abandonment rateshave decreased

CMS Split/SkillReports

Max Delay If the “worst” wait time(in the interval) hasimproved

CMS Agent or AgentGroup OccupancyReports

Agent Occupancy

Distribution

If the agent utilizationis in balance amongsimilar agents





Issue 1.0 May 2002 149

Index

Symbols% ACD Time . . . . . . . . . . . . . 80

Aabandoned calls . . . . . . . . . . . 80

abandonment rate . . . . . . . . . . 65

ACD Calls . . . . . . . . . . . . . . 80

activation of reserve agents . . . . . 130

add best-service-routing. . . . . . . 100adding

agents to skills . . . . . . . . . 32, 36

adjunct routing . . . . . . . . . . 72, 77

Adjunct-Switch Application Interface . . 72administering

call and agent selection features. . 137

Call Vectoring . . . . . . . . . . . 74

multi-site BSR applications . . . . . 98

multi-site ELAI . . . . . . . . . . . 85Administration documents . . . . . . . 20

Advocate . . . . . . . . . . . . 72, 109administering call and agent selection fea-

tures . . . . . . . . . . . . . . 137

agent selection examples . . . . . 124

call handling preferences . . . . . 112

call selection . . . . . . . . . . . 110

call selection examples . . . . . . 117

cautions . . . . . . . . . . . . . 148enhanced customer segmentation . 142

feature compatibility . . . . . . . 135

fine-tuning . . . . . . . . . . . . 147

performance . . . . . . . . . . . 147

Service Objective. . . . . . . . . 113

support . . . . . . . . . . . . . 135

where should I start? . . . . . . . 141

agent occupancy . . . . . . . . . . . 96

Agent Occupancy Reports . . . . . . 96

agent selection methods . . . . . . 121

features that work together . . . . 136least occupied agent . . . . . . . 122

most idle agent. . . . . . . . . . 122

Percent Allocation Distribution . . 123

percent allocation distribution . . . 123

agent selection strategy, entering . . 103

agent selection, examples . . . . . 124

agent template . . . . . . . . . . . . 30agent trace

activating . . . . . . . . . . . . . 37listing . . . . . . . . . . . . . . . 38

records . . . . . . . . . . . . . . 37

report . . . . . . . . . . . . . . . 39

stop . . . . . . . . . . . . . . . . 37

agent’s skill

deleting . . . . . . . . . . . . . . 29

viewing . . . . . . . . . . . . . . 25

agent’s skill assignment

changing . . . . . . . . . . . . . 27allocation, data storage . . . . . . . . 56

allow VDN override . . . . . . . . . 102

announcement . . . . . . . . . . . . 77

Application Plan, fields . . . . . . . 101

Archiver . . . . . . . . . . . . . . . 58

ASA . . . . . . . . . . . . . . . . . 65ASAI. . . . . . . . . . . . . . . . . 72

assigning call work codes . . . . . . . 41

auto reserve agents . . . . . . . . 132automated agent staffing adjustments

Service Level Supervisor . . . . . 129

Average Speed of Answer (ASA) . . . 65

BBest Service Routing . . . . . . . . . 72book conventions. . . . . . . . . . . 13

branching, conditional . . . . . . . . 67




branching, unconditional . . . . . . . . 67BSR . . . . . . . . . . . . . . . . 103

administering . . . . . . . . . . . . 98

agent selection strategy . . . . . . 103

Application Plan fields . . . . . . . 101creating an Application Plan . . . . 100

creating elements of the ApplicationPlan . . . . . . . . . . . . . . . 99

description . . . . . . . . . . . . . 72

forms . . . . . . . . . . . . . . . 98

how it works . . . . . . . . . . . . 98

linking an Application Plan to aprimary VDN . . . . . . . . . . 102

maintenance . . . . . . . . . 105, 106using with CentreVu Advocate . 107, 108

vector commands . . . . . . . . . 103

what is . . . . . . . . . . . . . . . 97

writing vectors . . . . . . . . . . 104

busy . . . . . . . . . . . . . . . 77, 89

Busy Hour . . . . . . . . . . . . . . 81

Busy Hour by VDN Report . . . . . . . 81

Busy/Disconnects . . . . . . . . . . . 81

Ccall acceptance vector commands . . . 88

call and agent selection features,administering . . . . . . . . . . . 137

call denial vector commands . . . . . . 89

call handling preference . . . . . . . 112

changing . . . . . . . . . . . . . . 29

Greatest Need . . . . . . . . . . 112

Percent Allocation . . . . . . . . 113

Skill Level . . . . . . . . . . . . 112

call handling preferences

features that work together . . . . 135

where administered . . . . . . . . 139

Call Profile report . . . . . . . . . . . 80

call profile setup . . . . . . . . . . . 44

Call Prompting . . . . . . . . . . . . 65call selection

description . . . . . . . . . . . . 110

examples . . . . . . . . . . . . 117

measurements . . . . . . . . . . 111Call Selection Override . . . . . . . 114

overview . . . . . . . . . . . . . 114

call vector . . . . . . . . . . . . . . 66Call Vector form . . . . . . . . . . . 75

Call Vectoring

administering for EAS. . . . . . . . 75

administering for non-EAS . . . . . 74

description . . . . . . . . . . . . . 63

interpreting performance . . . . . . 80call work codes

assigning . . . . . . . . . . . . . 41

reports. . . . . . . . . . . . . . . 43

call work codes (CWC) . . . . . . . . 41

cautions, Advocate . . . . . . . . . 148

centralized system . . . . . . . . . . 98

CentreVu Advocate . . . . . . . 65, 109

definition . . . . . . . . . . . . . 109

CentreVu Network Reporting . . . . 107Change Agent Skills window. . . . . . 27

changing

agent’s skill assignment. . . . . . . 27

call handling preference. . . . . . . 29

CMS state . . . . . . . . . . . . . 51

data storage allocation . . . . . . . 54

direct agent skill . . . . . . . . . . 29

extension split assignments . . . . . 33

multi-agent skill. . . . . . . . . . . 30skill level . . . . . . . . . . . . . . 32

top skill . . . . . . . . . . . . . . 29

VDN skill preferences. . . . . . . . 43

VDN-to vector assignments . . . . . 47

check skill . . . . . . . . . . . . . . 77

check split . . . . . . . . . . . . . . 88






Ffeature compatibility

features that work together. .

135,

136

Feature-Related Parameters form . . . 92First in/First out (FIFO) . . . . . . . . 84

flow, sequential . . . . . . . . . . . . 66

Flowins . . . . . . . . . . . . . . . . 80Flowouts . . . . . . . . . . . . . . . 80

form

Display Events . . . . . . . . . . 106

Feature-Related System Parameters. 99

Free Space Allocation window . . . . . 59

Ggoto . . . . . . . . . . . . . . . . . 85

goto step . . . . . . . . . . . . . . . 77

goto vector . . . . . . . . . . . . . . 77

Graphical Skill Overload Report . . . 148

Greatest Need . . . . . . . . . . . 135

description . . . . . . . . . . . . 112

example with Service Objective . . 118example without Service Objective . 118

Greatest Need with Service Objective 127

Greatest Need without ServiceObjective . . . . . . . . . . . . . 127

HHardware documents . . . . . . . . . 19

helpaccessing . . . . . . . . . . . . . 13

Historical Agent Trace Report . . . . . 39

Historical Call Work Code Report . . . 43holiday vectoring . . . . . . . . . . . 69

http

//support.lucent.com . . . . . . . . 23

hunt group types . . . . . . . . . . 139

Iinflow vector . . . . . . . . . . . . . 87

Interflow VDN field. . . . . . . . .

102interflow vector . . . . . . . . . . . 104

Interflow, Lookahead . . . . . . . . . 83

interflow-qpos command . . . . . . . 90Interflow-Qpos EWT Threshold field . . 92

intrahour interval . . . . . . . . . . . 61

LLAI . . . . . . . . . . . . . . . . . 71

LASTCWC . . . . . . . . . . . . . . 42Least Occupied Agent (LOA) . . . . 122

where administered. . . . . . . . 138

linking an Application Plan to aprimary VDN . . . . . . . . . . . 102

list history . . . . . . . . . . . . . . 79

list trace ewt . . . . . . . . . . . . . 79

list trace vec . . . . . . . . . . . . . 79

listing agent trace data . . . . . . . . 38

LOAExpert Agent Distribution (EAD-LOA)123

overview . . . . . . . . . . . . . 122

Uniform Call Distribution (UCD-LOA)123

Location Name field. . . . . . . . . 101Look-Ahead Interflow . . . . . . . . . 71

lookahead interflow attempts . . . . . 96

lookahead interflow completions . . . . 96

Mmaintenance

BSR . . . . . . . . . . . . . 105, 106

Call Vectoring . . . . . . . . . . . 79

ELAI . . . . . . . . . . . . . . . . 95

maintenance requests. . . . . . . . . 23making adjustments

Advocate . . . . . . . . . . . . 148



Issue 1.0 May 2002 153

master ACD . . . . . . . . . . . . . 51messaging skill . . . . . . . . . . . . 77

messaging split . . . . . . . . . . . . 88

MIA

Expert Agent Distribution (EAD-MIA) 122overview . . . . . . . . . . . . . 122

Uniform Call Distribution (UCD-MIA) 122

minimum EWT threshold . . . . . . . 92

minimum expected wait time, setting . . 92

Most Idle Agent (MIA) . . . . . . . . 124moving

extensions between splits . . . . . . 35

multi-agent skill, changing . . . . . . . 30

Multiple Skill Queuing . . . . . . . . . 71

multi-user mode . . . . . . . . . . . 52

NNum field. . . . . . . . . . . . . . 101

Number of Agents Staffed . . . . . . . 80

Ooldest-call wait . . . . . . . . . . . . 94

outflow vector . . . . . . . . . . . . 85

overload thresholds . . . . . . . . . 129

assigning . . . . . . . . . . . . 130

PPercent Allocation . . . . . 27, 127, 136

Auto Reserve Agents . . . . . . . 132

description . . . . . . . . . . . . 113

example . . . . . . . . . . . . . 120


Percent Allocation Distribution(PAD) . . . . . . . . . 123, 128, 137

example . . . . . . . . . . . . . 126

phantom call . . . . . . . . . . . . . 97

Predicted Wait Time (PWT) . . . . . 111


primary vector . . . . . . . . . . . 103publications center . . . . . . . . . . 14

PWT. . . . . . . . . . . . . . . . . 111

Qqpos . . . . . . . . . . . . . . . . . 91

queue position . . . . . . . . . . . . 91

queue-to skill/best . . . . . . . . . . 78

queue-to split . . . . . . . . . . 88, 90

queuing, multiple skill . . . . . . . . . 71

RRelated documents . . . . . . . . . . 14

reply-best . . . . . . . . . . . . 78, 89

report

Agent Occupancy . . . . . . . . . 96

Call Profile. . . . . . . . . . . . . 80

Error Log . . . . . . . . . . . . . 54

Graphical Skill Overload . . . . . 148

Multi-ACD Call Flow by VDN . . . . 81

Split Skill by Interval . . . . . . . . 80Split/Skill . . . . . . . . . . . . . 44

Trunk Group Members . . . . . . . 46

Trunk Group Summary by Interval. . 81

VDN Call Profile . . . . . . . . . . 44

Vector Configuration . . . . . . . . 48

reserve agents . . . . . . . . . . . 129

activating . . . . . . . . . . . . 130

reserve skills . . . . . . . . . . . . 130

Rolling Average Speed of Answer . . . 70rolling-asa . . . . . . . . . . . . . . 70route-to . . . . . . . . . . . 78, 85, 88

route-to digits with coverage . . . . . 94

route-to number with coverage . . . . 94routing

adjunct . . . . . . . . . . . . . . 72

Best Service . . . . . . . . . . . . 72

CentreVu Virtual . . . . . . . . . . 83




Sselecting elements of BSR Application

Plan . . . . . . . . . . . . . . . . 99

sequential flow . . . . . . . . . . . . 66

service level

defining . . . . . . . . . . . . . . 44

reports . . . . . . . . . . . . . . . 44

Service Level Supervisor . . . . . . 129

description . . . . . . . . . . . . 117

Dynamic Threshold Adjustment . . 130

reserve agents . . . . . . . . . . 129


Service Level Supervisor CallSelection Override . . . . . . . . . 114

service level target . . . . . . . . . 131

Service Objective . . . . . . . . . . 113


Service Observe . . . . . . . . . . . 79setting the minimum Expected

Wait Time . . . . . . . . . . . . . . 92

setting user adjustments . . . . . . . 105

single-user mode . . . . . . . . . . . 52Skill Level . . . . . . . . . . . . . 136

description . . . . . . . . . . . . 112

example with Service Objective . . 120

example without Service Objective . 119

Skill Level with Service Objective. . . 127

Skill Level without Service Objective . 127skill level, changing . . . . . . . . 32, 36

Skill List . . . . . . . . . . . . . 31, 36

Split Skill by Interval Report . . . . . . 80

Split/Skill Report . . . . . . . . . . . 44Status Poll VDN field . . . . . . . . 102

status poll vector . . . . . . . . . . 104

stop . . . . . . . . . . . . . . . 78, 90storage intervals . . . . . . . . . . . 60

Storage Intervals window . . . . . . . 60

summarizing data . . . . . . . . . . . 57

Switch documents. . . . . . . . . . . 20

switch information, viewing . . . . . . 62

Switch Node field . . . . . . . . . . 101switch setup . . . . . . . . . . . . . 62

Switch Setup window . . . . . . . . . 62

switch time zone offset . . . . . . . . 61

Ttalk time . . . . . . . . . . . . . . . 65

timetable . . . . . . . . . . . . . . . 47

top skill, changing. . . . . . . . . . . 29

trace vdn . . . . . . . . . . . . . . . 79

tracing an agent’s call activity . . . . . 37

troubleshooting, ELAI . . . . . . . . . 97

trunk group members . . . . . . . . . 46

Trunk Group Members Report . . . . . 46Trunk Group Summary by Interval

Report . . . . . . . . . . . . . . . 81

turning data collection off and on. . . . 53

UUCD-LOA . . . . . . . . . . . 128, 136

example . . . . . . . . . . . . . 125

UCD-MIA. . . . . . . . . . . . 128, 136example . . . . . . . . . . . . . 126

unconditional branching . . . . . . . . 67

Upgrade documents . . . . . . . . . 16

VVDN . . . . . . . . . . . . . . . . . 66

assignments . . . . . . . . . . . . 47

busy hour report . . . . . . . . . . 81description . . . . . . . . . . . . . 66

historical report. . . . . . . . . . . 80

multi-ACD Call Flow Report . . . . . 81

service observe . . . . . . . . . . 79

skill preferences, changing . . . . . 43

VDN Activity . . . . . . . . . . . . . 81

VDN Call Profile Report . . . . . . . . 44

VDN Calls . . . . . . . . . . . . . . 70



Issue 1.0 May 2002 155

vector . . . . . . . . . . . . . . . . 66call acceptance commands . . . . . 88

call denial commands . . . . . . . . 89

commands . . . . . . . . . . . . . 77

configurations . . . . . . . . . . . 48inflow . . . . . . . . . . . . . . . 87

interflow . . . . . . . . . . . . . 104

list changes . . . . . . . . . . . . 79

maintenance . . . . . . . . . . . . 79

outflow. . . . . . . . . . . . . . . 85

primary . . . . . . . . . . . . . 103

reports . . . . . . . . . . . . . 79, 80

samples . . . . . . . . . . . . . 103

status poll . . . . . . . . . . . . 104trace call flow . . . . . . . . . . . 79

tracking events . . . . . . . . . . . 79

vector commands . . . . . . . . . . 103

Vector Configuration Report . . . . . . 48

Vector Contents window. . . . . . . . 75

Vector Directory Number (VDN) . . . . 66

Vector Editor . . . . . . . . . . . . . 75

vector events . . . . . . . . . . . . . 79

vector,call . . . . . . . . . . . . . . 66vectoring, call. . . . . . . . . . . . . 63

vectors . . . . . . . . . . . . . . . . 66holiday. . . . . . . . . . . . . . . 69

writing . . . . . . . . . . . . . . . 75

writing, BSR . . . . . . . . . . . 104

viewing

agent skill . . . . . . . . . . . . . 25

free space . . . . . . . . . . . . . 59

storage intervals . . . . . . . . . . 60switch information . . . . . . . . . 62

trunk group members . . . . . . . . 46

vector configurations . . . . . . . . 48

Wwait-time . . . . . . . . . . . . . 78, 88

wait-time hearing i-silent. . . . . . .

88warnings,data storage . . . . . . . . 54

web access to support . . . . . . . . 23

week start day . . . . . . . . . . . . 61week stop day . . . . . . . . . . . . 61

weekly data . . . . . . . . . . . . . 58

windowActivate Agents Trace . . . . . . . 37

Call Profile Setup . . . . . . . . . 44

Call Work Codes . . . . . . . . . . 41

Change Agents Skills. . . . . . . . 27

Change Extension SplitAssignments . . . . . . . . . . . 33

Change VDN Skill Preferences . . . 43

CMS State. . . . . . . . . . . . . 51

Data Collection. . . . . . . . . 52, 53

Data Storage Allocation . . . . . . 54

Data Summarizing . . . . . . . . . 57

Free Space Allocation . . . . . . . 59

List Agents Traced . . . . . . . . . 38

Move Extensions Between Splits . . 35

Multi-Agent Skill Change . . . . . . 30

Storage Intervals . . . . . . . . . . 60

Switch Setup. . . . . . . . . . . . 62

System Setup . . . . . . . . . . . 51

VDN Assignments . . . . . . . . . 47

Vector Contents . . . . . . . . . . 75

writing BSR vectors. . . . . . . . . 104writing vectors . . . . . . . . . . . . 75

