Avaya Contact Center Instrukcja Użytkownika Strona 161
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Chapter 13 Setting up Contact Center general properties 161
Contact Center Set Up and Operation Guide
General Contact Center properties
When you set up Contact Center you must assign values for the general properties. The general
Contact Center properties are:
Primary and Secondary alert times
Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be a greater
than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the
contact center, or for just the calls waiting in skillsets that you are logged on to.
If a call exceeds the Primary alert time:
• a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes
slowly. ≤·‚· flashes based on the status of all the calls in the contact center.
• a memory button indicator programmed with Agent Login (≤·‚›) flashes slowly.
≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.
If a call exceeds the Secondary alert time:
• a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes
quickly. ≤·‚· flashes based on the status of all the calls in the contact center.
• a memory button indicator programmed with Agent Login (≤·‚›) flashes quickly.
≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.
A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly
flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops
flashing when the calls are handled.
You assign alert times in minutes and seconds. There is no default value for alert times.
For how to program a memory button, refer to “Programming a memory button with a Feature
Code” on page 34.
MMCC Public Hostname
The Multimedia Contact Center Public Hostname must be a fully qualified domain name (FQDN)
or the IP address of the Business Communications Manager.
Note: Agents do not have to be logged on to see the Display Waiting Calls memory
button flashing. A memory button must be programmed with the Display Waiting Calls
Feature Code and the Primary alert time must be set up for the memory button to show
waiting calls status.
Note: The MMCC Public Hostname field appears only if Multimedia Contact
Center is enabled.
- CallPilot 1
- Trademarks 2
- Task List 3
- 6 Task List 6
- Contents 7
- Chapter 14 11
- Chapter 15 11
- Chapter 19 13
- 14 Contents 14
- Chapter 1 15
- 16 Chapter 1 Getting started 16
- Chapter 1 Getting started 17 17
- Contact Center features 18
- Chapter 1 Getting started 19 19
- Audience 20
- Acronyms 20
- Symbols and text conventions 21
- Related Publications 22
- How to get Help 23
- 24 Chapter 1 Getting started 24
- Chapter 2 25
- Enabling keycodes 26
- Starting CallPilot Manager 27
- System timeout 28
- Contact Center access 28
- Using the dialpad 29
- About telephone buttons 31
- Chapter 3 33
- To program a memory button 34
- Supervisors 35
- Agent Feature Codes 36
- Chapter 4 39
- To add an agent 40
- Adding more than one agent 42
- 11 Click the Submit button 43
- Changing agent information 44
- Resetting an agent’s password 44
- Deleting an agent 45
- Forcing an agent off 45
- 6 Click the OK button 46
- Chapter 5 47
- Skillset properties 48
- Setting up DID routing 52
- Setting up CLID/DNIS Routing 52
- Routing using a Line 53
- Routing using CLID and a Line 53
- To add a CLID/DNIS Route 55
- Changing a CLID/DNIS Route 56
- To change a CLID/DNIS Route 56
- To delete a CLID/DNIS Route 57
- Dynamic Agent Priority 57
- Viewing agents in a skillset 60
- Enabling a skillset 61
- Disabling a skillset 61
- Unconfiguring a skillset 63
- Chapter 6 65
- Indication telephone 66
- Opening a skillset mailbox 68
- Skillset mailbox password 69
- to select a greeting 74
- Accept greeting? 76
- RETRY PLAY OK 76
- 2 new 0 saved 78
- PLAY REC ADMIN 78
- No messages 80
- COMP MBOX EXIT 80
- Retrieving erased messages 81
- Replying to messages 82
- Chapter 7 85
- Deleting a destination number 102
- Adding a destination number 103
- Chapter 8 105
- N0060620N0060620 106
- 2 Click the Greetings link 107
- Chapter 9 113
- Condition 114
- Example 1 115
- Example 2 115
- Example 3 116
- Example 4 116
- Example 5 117
- Example 6 118
- Example 7 118
- Example 8 119
- Chapter 10 125
- Expected Wait Time 126
- To set up EWT 127
- Recording EWT greetings 127
- To set up an EWT Table 128
- To delete an EWT Table 130
- To change an EWT Table 131
- Greeting step parameters 132
- Adding a Greeting step 133
- To add a Greeting step 133
- Adding a Distribute for step 135
- To add a Distribute for step 135
- Adding a Goto step 136
- To add a Goto step 136
- Adding a Transfer step 136
- To add a Transfer step 137
- Adding a Disconnect step 137
- To add a Disconnect step 138
- Changing a Routing Table 145
- To delete Routing Table steps 146
- Chapter 11 147
- Using wildcard characters 150
- Changing a Caller Input rule 152
- Deleting a Caller Input rule 153
- Chapter 12 155
- Configuring lines 156
- To configure several lines 157
- Chapter 13 159
- MMCC Public Hostname 161
- Reserved channels 162
- Enable Caller ID 162
- System Configuration Report 164
- Monitoring tips 171
- About monitoring sessions 173
- Monitoring skillsets 174
- To monitor skillsets 174
- Taking some Not Ready time 176
- Logging off 177
- Supervisor Help 177
- How Supervisor Help works 178
- Configuring Supervisor Help 179
- How to handle missed requests 180
- Prompted 184
- Optional 184
- Chapter 15 Activity Codes 185 185
- Autopegs 186
- Examples of Autopeg calls 186
- System Activity Codes 187
- Example 1: No Peg 188
- Chapter 15 Activity Codes 189 189
- Transfer to Agent 190
- Break Time 191
- 192 Chapter 15 Activity Codes 192
- To create an Activity Code 193
- Importing Activity Codes 194
- 2 Click the Import button 195
- 196 Chapter 15 Activity Codes 196
- Pressing NO 198
- Activity Codes 198
- Chapter 16 199
- Routing Table administration 200
- Assigning DNs 202
- Chapter 17 203
- General Configuration 205
- General Properties 206
- Caller Input Rules 206
- Skillset 1 208
- Service Mode 209
- Skillset 2 210
- Routing Tables 211
- Overflow 212
- Skillset 3 213
- Skillset 4 215
- Multimedia Contact Center 217
- Skillset 5 219
- Chapter 18 223
- Agent problems 224
- Call Forward 225
- Answer DN 225
- Do Not Disturb 225
- Call Forward No Answer 226
- Hunt groups 226
- Automatic Answer 226
- Skillset problems 227
- Call processing problems 228
- Center calls do 230
- Operator 231
- Feature Codes 234
- Operator/Business Status 234
- Contact Center skillsets 235
- Contact Center Greetings 236
- Intelligent Overflow Routing 237
- Contact Center agents 238
- Skillset assignments 239
- Skillset mailboxes 240
- Intelligent CLID/DNIS Routing 243
- Line answering 244
- Glossary 245
- Numerics 251
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