Avaya Contact Center Instrukcja Użytkownika Strona 215
- Strona / 256
- Spis treści
- BOOKMARKI
Oceniono. / 5. Na podstawie oceny klientów
Chapter 17 Examples of Contact Center configurations 215
Contact Center Set Up and Operation Guide
Skillset 4
Routing Tables
Properties
Name Preferred
MWI DN 336
Method Least Busy
Attendant Ext 222
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed Enabled
Initial Call Duration 00:30:00 (hs:mm:ss)
Activity Code Entry Type Prompted
Agents 1, 2, 3
Day Routing Table steps
1 - Greeting 4
2 - Distribute 00:30
3 - Greeting 5
Basic Caller Input:
9 = Transfer to skillset mailbox
4 - Distribute 00:30
5 - EWT Table 1
Basic Caller Input:
9 = Transfer to skillset mailbox
6 - Distribute 00:30
7 - Greeting 6
8 - Go to step 2
- 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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