Transcription
Avaya Communication ManagerRelease 3.0Call Center SoftwareCall Vectoring and Expert Agent Selection(EAS) Guide07-300303Issue 1.0June 2005
2005 Avaya Inc.All Rights Reserved.NoticeWhile reasonable efforts were made to ensure that the information in thisdocument was complete and accurate at the time of printing, Avaya Inc.can assume no liability for any errors. Changes and corrections to theinformation in this document may be incorporated in future releases.Documentation disclaimerAvaya Inc. is not responsible for any modifications, additions, or deletionsto the original published version of this documentation unless suchmodifications, additions, or deletions were performed by Avaya.Customer and/or End User agree to indemnify and hold harmless Avaya,Avaya’s agents, servants and employees against all claims, lawsuits,demands and judgments arising out of, or in connection with, subsequentmodifications, additions or deletions to this documentation to the extentmade by the Customer or End User.Link disclaimerAvaya Inc. is not responsible for the contents or reliability of any linkedWeb sites and does not necessarily endorse the products, services, orinformation described or offered within them. We cannot guarantee thatthese links will work all of the time and we have no control over theavailability of the linked pages.WarrantyAvaya Inc. provides a limited warranty on this product. Refer to yoursales agreement to establish the terms of the limited warranty. Inaddition, Avaya’s standard warranty language, as well as informationregarding support for this product, while under warranty, is availablethrough the following Web site:http://www.avaya.com/supportPreventing toll fraud"Toll fraud" is the unauthorized use of your telecommunications systemby an unauthorized party (for example, anyone who is not a corporateemployee, agent, subcontractor, or person working on your company'sbehalf). Be aware that there may be a risk of toll fraud associated withyour system and that, if toll fraud occurs, it can result in substantialadditional charges for your telecommunications services.Avaya fraud interventionIf you suspect that you are being victimized by toll fraud and you needtechnical assistance or support, call Technical Service Center Toll FraudIntervention Hotline at 1-800-643-2353 for the United States andCanada. For additional support telephone numbers, see the Avaya Website:http://www.avaya.com/supportProviding telecommunications securityTelecommunications security (of voice, data, and video communications)is the prevention of any type of intrusion to (that is, either unauthorized ormalicious access to or use of) your company's telecommunicationsequipment by some party.Your company's "telecommunications equipment" includes both thisAvaya product and any other voice/data/video equipment that could beaccessed via this Avaya product (that is, "networked equipment").An "outside party" is anyone who is not a corporate employee, agent,subcontractor, or person working on your company's behalf. Whereas, a"malicious party" is anyone (including someone who may be otherwiseauthorized) who accesses your telecommunications equipment witheither malicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexedand/or circuit-based) or asynchronous (character-, message-, orpacket-based) equipment or interfaces for reasons of: Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, ortoll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration,regardless of motive or intent)Be aware that there may be a risk of unauthorized intrusions associatedwith your system and/or its networked equipment. Also realize that, ifsuch an intrusion should occur, it could result in a variety of losses to yourcompany (including, but not limited to, human and data privacy,intellectual property, material assets, financial resources, labor costs, andlegal costs).Your responsibility for your company’s telecommunicationssecurityThe final responsibility for securing both this system and its networkedequipment rests with you, an Avaya customer's system administrator,your telecommunications peers, and your managers. Base the fulfillmentof your responsibility on acquired knowledge and resources from avariety of sources, including, 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 expertsTo prevent intrusions to your telecommunications equipment, you andyour peers should carefully program and configure: Your Avaya-provided telecommunications systems and theirinterfaces Your Avaya-provided software applications, as well as theirunderlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products.TrademarksAvaya is a trademark of Avaya Inc.AUDIX, Callmaster and DEFINITY are registered trademarks of Avaya,Inc.All non-Avaya trademarks are the property of their respective owners.Document ordering information:Avaya Publications CenterVoice: 1-207-866-67011-800-457-1764 (Toll-free, U.S. and Canada only)Fax: 1-207-626-72691-800-457-1764 (Toll-free, U.S. and Canada only)Write:Globalware Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account [email protected]:Document No. 07-300303, Issue 1.0June 2005For the most current versions of documentation, go to the Avaya supportWeb site:http://www.avaya.com/supportCOMPASThis document is also available from the COMPAS database. TheCOMPAS ID for this document is 105902.Avaya supportAvaya provides a telephone number for you to use to report problems orto ask questions about your contact center. The support telephonenumber is 1-800-242-2121 in the United States. For additional supporttelephone numbers, see the Avaya Web site:http://www.avaya.com/support
Avaya Communication ManagerCall Center SoftwareCall Vectoring and EAS GuideContentsPreface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Purpose . . . . . . . . . . . . . . . . . . . . . . . .Intended users . . . . . . . . . . . . . . . . . . . . .Conventions and terminology . . . . . . . . . . . . .Reasons for reissue . . . . . . . . . . . . . . . . . .Availability . . . . . . . . . . . . . . . . . . . . . . .Related documentation. . . . . . . . . . . . . . . . .Communication Manager administration documents .Call center documents . . . . . . . . . . . . . . . .Documentation Web sites. . . . . . . . . . . . . . .21.222223232425252626Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28Call Vectoring overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29What is Call Vectoring?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Limitations of traditional ACD call processing. . . . . . . . . . . . . . . . . . . . . . . . .3030Benefits of Call Vectoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33Call Vectoring fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .About Call Vectoring fundamentals. . . . . .Call management. . . . . . . . . . . . . . .About call management. . . . . . . . . . .Call flow . . . . . . . . . . . . . . . . . . .Caller control . . . . . . . . . . . . . . . .Call queuing to splits . . . . . . . . . . . .Split queue priority levels . . . . . . . . . .Agent work mode . . . . . . . . . . . . . .Calling party feedback . . . . . . . . . . .Dialed number identification service (DNIS)37.38393940414142424344Vector processing . . . . . . . . . . . . . . .About vector processing . . . . . . . . . . .Vector Directory Number . . . . . . . . . . .VDN variables. . . . . . . . . . . . . . . . .VDN Time Zone Offset . . . . . . . . . . . .VDN Override . . . . . . . . . . . . . . . . .VDN Override for ISDN trunk ASAI messagesVDN in a coverage path . . . . . . . . . . .Redirect on No Answer to a VDN . . . . . . .464646474848515252Issue 1.0 June 20053
ContentsService Observing VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Vector control flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Termination versus stopping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .535354Programming capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .About Call Vectoring commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Commands used by the Call Vectoring features . . . . . . . . . . . . . . . . . . . . . .555556Call Vectoring applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59List of example applications. . . . . . . . . . . . . . . . . .Customer service center example . . . . . . . . . . . . . .Automated attendant example . . . . . . . . . . . . . . . .Data in/voice answer and data/message collection example .Distributed contact centers example . . . . . . . . . . . . .Help desk example . . . . . . . . . . . . . . . . . . . . . .Insurance agency/service agency example. . . . . . . . . .Warranty service (with EAS) example . . . . . . . . . . . .Resort reservation service (with EAS) example . . . . . . .About resort the reservation service example . . . . . . . .Placing the reservation . . . . . . . . . . . . . . . . . . .Specific number dialing . . . . . . . . . . . . . . . . . . .General number dialing . . . . . . . . . . . . . . . . . . .Call-back provisions . . . . . . . . . . . . . . . . . . . . .6062646570727477818181828384Attendant routing example . . . . . . .About attendant routing . . . . . . . .Vector administration . . . . . . . . .Local attendant group access code . .Incoming trunk calls to attendant groupIncoming LDN calls . . . . . . . . . .858586878788QSIG CAS example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .CAS branch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .CAS main . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .898990Night station service example. . .Holiday Vectoring example . . . .Network Call Redirection exampleAbout the NCR example. . . . .Primary Vector . . . . . . . . . .Status poll vector . . . . . . . .Interflow Vector . . . . . . . . .91939595969697BSR using EWT and agent adjustments example . . . . . .About the BSR using EWT and agent adjustments examplePrimary Vector . . . . . . . . . . . . . . . . . . . . . . . .Status poll vector . . . . . . . . . . . . . . . . . . . . . .Interflow Vector . . . . . . . . . . . . . . . . . . . . . . .98989999100Dial by Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Vectors exercises . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Emergency and routine service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1011041044 Communication Manager Call Vectoring and EAS Guide.
ContentsLate Caller Treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Messaging option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Basic Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Command set . . . . . . . . . . . . . .Types of Basic Call Vectoring commandsTreatment commands. . . . . . . . . .Routing commands . . . . . . . . . . .Branching/Programming commands . .107108111.112113113113113General considerations for Basic Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . .115Variables in Vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117About VIV. . . . . . . . . . . . . . . . . . . . .Variable definition parameters . . . . . . . . . .Implementing vector variables . . . . . . . . . .VIV job aid . . . . . . . . . . . . . . . . . . . .Command syntax for vector variables . . . . . .announcement commands with vector variablescollect command with vector variables . . . . .converse-on command with vector variables . .disconnect command with vector variables . . .goto commands with vector variables . . . . .route-to command with vector variables . . . .set command with vector variables . . . . . . .wait command with vector variables . . . . . .118119121123125125126127128128130131132VIV requirements . . . . . . . . . . . .Understanding local and global variablesDefinition of local and global variables .About local variables . . . . . . . . . .About global variables . . . . . . . . .133134134134135System-assigned vector variable typesSystem-assigned definition . . . . . .ani type variable . . . . . . . . . . .asaiuui type variable . . . . . . . . .dow type variable . . . . . . . . . . .doy type variable . . . . . . . . . . .stepcnt type variable . . . . . . . . .tod type variable . . . . . . . . . . .vdn type variable . . . . . . . . . . .vdntime type variable . . . . . . . . .136136136137139139140141142144User-assigned vector variable typesUser-assigned definition . . . . .collect type variable . . . . . . . .value type variable . . . . . . . .146146146149VIV interactions and considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .VIV administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151152.Issue 1.0 June 20055
ContentsExample Variables for Vectors form . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Required variable administration entries . . . . . . . . . . . . . . . . . . . . . . . . . .Optional FAC administration for value variables . . . . . . . . . . . . . . . . . . . . . .VIV vector examples . . . . . . . . . . . . . . . . . . . . . . . . .Example application using time and day variables . . . . . . . . .Example application using a value variable . . . . . . . . . . . . .Example applications using vdn type variables . . . . . . . . . . .Example application using a variable in other commands. . . . . .Example application using a variable in the converse-on command.155155158160161162Troubleshooting vector variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165Description of VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166166VDN variable fields . . . . . . . . . . . . . . .Where to use VDN variables . . . . . . . . . .announcement commands with VDN variablesconverse-on command with VDN variables . .disconnect command with VDN variables . . .goto commands with VDN variables. . . . . .route-to command with VDN variables . . . .set command with VDN variables . . . . . . .wait command with VDN variables . . . . . .167168168169169170172172173Case studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Using one vector for different announcements . . . . . . . . . . . . . . . . . . . . . . .Combining values in VDN variables to expand capacity . . . . . . . . . . . . . . . . . .174174175Vector subroutines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181Overview of vector subroutines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182182The goto vector command and subroutinesThe @step parameter. . . . . . . . . . . .Example 1: Test for working hours . . . . .Incoming call processing vector . . . . . .Checking working hours subroutine vector.183184185185186Advanced Vector Routing - EWT and ASA . . . . . . . . . . . . . . . . . . . . . . .187.About Advanced Vector Routing features. . .Advanced Vector Routing command set . . .When to use wait time predictions . . . . . .Expected Wait Time (EWT) . . . . . . . . . .How EWT is calculated . . . . . . . . . . .EWT for a split . . . . . . . . . . . . . . .EWT for a call . . . . . . . . . . . . . . . .Passing EWT to a VRU . . . . . . . . . . .Notifying callers of wait time without a VRU.6 Communication Manager Call Vectoring and EAS Guide.152153154.188189190192192193193194196
ContentsUsing EWT to route to the best split . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Factors that affect EWT values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Troubleshooting EWT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Rolling Average Speed of Answer (ASA).Rolling ASA versus interval ASA . . . .When to use rolling ASA . . . . . . . .Rolling ASA split calculation . . . . . .Rolling ASA VDN Calculation . . . . .Combining VDN and ASA routing. . . .197198199.200200201201201202VDN Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .How VDN Call counts are calculated . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Using the counted-calls conditional . . . . . . . . . . . . . . . . . . . . . . . . . . . . .203203204ANI /II-digits routing and Caller Information Forwarding (CINFO) . . . . . . . . . . .205Command sets . . . . . . . . . . . .ANI routing . . . . . . . . . . . . . .ANI basics . . . . . . . . . . . . .ANI routing example . . . . . . . .Using ANI with vector routing tables.206207207208209II-digits routing . . . . . .II-digits basics . . . . .II-digits codes . . . . .II-digits routing example.210210211216Caller Information ForwardingCINFO basics . . . . . . . .CINFO vector example . . .CINFO interactions . . . . .217217219220Information Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .223Data handled by Information Forwarding . . . . .Information Forwarding benefits . . . . . . . . . .Network requirements . . . . . . . . . . . . . . .Information Forwarding support for BSR and LAI .Forwarding collected digits with interflowed call .Forwarding accumulated in-VDN time . . . . . .Transport by way of globally-supported methodsLAI backward compatibility issues . . . . . . . .224225226227227228228229ASAI shared UUI IE data conversion .Determining user information needs . .User information rules . . . . . . . .Bytes length ranges for UUI user dataExample. . . . . . . . . . . . . . . .230231231232233Information Forwarding troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . .234.Issue 1.0 June 20057
ContentsAdjunct (ASAI) Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .235About Adjunct Routing . . . . . . . . . . . . . . . . . . . . . . . . . . .Considerations for implementing adjunct routing . . . . . . . . . . . . . .Receiving and implementing an ASAI call route . . . . . . . . . . . . . .Data sent with an ASAI call route request . . . . . . . . . . . . . . . . .Special vector processing considerations associated with adjunct routing .Effects of ASAI link/application failure on vector processing . . . . . . .Simultaneous processing of vector steps and ASAI call route requests. .236237239241243243246Adjunct routing-initiated path replacementPhantom calls . . . . . . . . . . . . . . .Single-step conference . . . . . . . . . .Multiple outstanding route requests . . . .Multiple call route request example . . .248250252253253Creating and editing call vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . .255.Methods for entering a vector online . . . . . . . . . .Call Vector form - basic screen administration . . . . .Inserting a vector step . . . . . . . . . . . . . . . . .Deleting a vector step . . . . . . . . . . . . . . . . . .Creating and constructing a vector . . . . . . . . . . .About creating and constructing a vector . . . . . . .Step 1: Queuing a call to the main split . . . . . . . .Step 2: Providing feedback and delay announcementStep 3: Repeating delay announcement and feedbackStep 4: Queuing a call to a backup split . . . . . . . .Step 5: Limiting the queue capacity . . . . . . . . . .Step 6: Checking for nonbusiness hours . . . . . . .256257260261262262262263265266267268Call Prompting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .271About Call Prompting . . . . . . . . . . . . . . . .Command set . . . . . . . . . . . . . . . . . . . .Touch-tone collection requirements . . . . . . . . .Call Prompting digit entry - collect digits command .About the collect digits command . . . . . . . . .Removing incorrect digit strings . . . . . . . . . .Entering variable-length digit strings . . . . . . .Entering dial-ahead digits . . . . . . . . . . . . .272273274275275275276277Functions and examples . . . . . . . . . . .Treating digits as a destination . . . . . . .Using digits to collect branching informationUsing digits to select options . . . . . . . .Displaying digits on an agent set . . . . . .Passing digits to an adjunct . . . . . . . . .Creating Service Observing vectors . . . . .278278279282282283284Dial-ahead digits - collect digits command . . . . . . . . . . . . . . . . . . . . . . . . . .287.8 Communication Manager Call Vectoring and EAS Guide
ContentsAbout dial-ahead digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Dial-ahead digit vector examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .287288ASAI-requested digit collection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ASAI-provided dial-ahead digits - collect digits command . . . . . . . . . . . . . . . . . . .Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .291292293Look-Ahead Interflow (LAI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .About LAI . . . . . . . . . . . . . . . .LAI prerequisites . . . . . . . . . . . .Example of a two-switch configuration .Command set . . . . . . . . . . . . .How traditional LAI works . . . . . . .LAI commands . . . . . . . . . . . .Example of traditional LAI. . . . . . .Receiving switch operation . . . . . .296297298299302302303304How enhanced LAI works . . . . . . . . . . . . . . . . .About enhanced LAI . . . . . . . . . . . . . . . . . . .The simple way to achieve FIFO . . . . . . . . . . . . .Detailed information about the interflow-qpos conditionalWhen does a call not interflow?. . . . . . . . . . . . . .How the minimum EWT is set . . . . . . . . . . . . . .Example of single-queue multi-site operation. . . . . . .Example of maintaining FIFO processing with LAI . . . .Single-queue FIFO considerations . . . . . . . . . . . .Example of LAI in a tandem switch configuration . . . . .Sending switch operation . . . . . . . . . . . . . . . . .Tandem switch operation . . . . . . . . . . . . . . . . .Far-end switch operation . . . . . . . . . . . . . . . . ted path replacement for calls in vector processing. . . . . . . . . . . . . . . . . .About path replacement for calls in vector processing . . . . . . . . . . . . . . . . . . . .Example vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .314314314DNIS and VDN override in an LAI environment .About DNIS and VDN override . . . . . . . . .DNIS information displayed to answering agentOriginator’s display . . . . . . . . . . . . . . .316316316317LAI with network ADR . . . . . . . . .Multi-site applications for Enhanced LAILAI considerations . . . . . . . . . . .Troubleshooting for LAI. . . . . . . . .318320321323.295Best Service Routing (BSR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .About BSR . . . . . . . . . . . . . . . . .Benefits of BSR . . . . . . . . . . . . . .Server and network requirements for BSR .Server requirements . . . . . . . . . . .Network requirements. . . . . . . . . . .325.326327330330331Issue 1.0 June 20059
ContentsSpecial BSR terminology . . . . . . . . . . . .Single-site BSR . . . . . . . . . . . . . . . . .About single-site BSR . . . . . . . . . . . . .Command set - single site BSR . . . . . . . .How BSR determines the best resource . . .Example of basic single-site BSR . . . . . . .User adjustments in single-site BSR . . . . .Example of single-site BSR with adjustments .333336336337338341344344Planning and administering single-s
Avaya Communication Manager Release 3.0 Call Center Software Call Vectoring and Expert
