AT&T CentreVu Custom Reports Manual de Instruções

Consulte online ou descarregue Manual de Instruções para Software AT&T CentreVu Custom Reports. AT&T CentreVu Custom Reports Instruction manual Manual do Utilizador

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Resumo do Conteúdo

Página 1 - July 2001

555-233-757Issue 3July 2001

Página 2 - Checklist for removing a user

Welcomex Issue 3 July 2001 Send feedback: [email protected] information is in this book?The Little Instruction Book for advanced administration

Página 3

Understanding call centers82 Issue 3 July 2001 Send feedback: [email protected] the following criteria to help you choose a call management syste

Página 4

Understanding Automatic Call DistributionIssue 3 July 200183Send feedback: [email protected] centerUse the following criteria to help you choose

Página 5 - Contents

Understanding call centers84 Issue 3 July 2001 Send feedback: [email protected]

Página 6

Issue 3 July 2001 85Send feedback: [email protected] GLGlossaryAAbbreviated DialingA feature that allows callers to place calls by dialing just one

Página 7

Glossary86 Issue 3 July 2001 Send feedback: [email protected] Automatic Alternate Routing (AAR)A feature that routes calls to alternate routes when

Página 8

GlossaryIssue 3 July 200187Send feedback: [email protected] Ccall appearanceFor the phone or attendant console, a button labeled with an extension a

Página 9 - We wrote this book for you!

Glossary88 Issue 3 July 2001 Send feedback: [email protected] Class of Service (COS)A feature that determines whether users can activate certain fea

Página 10

GlossaryIssue 3 July 200189Send feedback: [email protected] external callA connection between a communications system user and a party on the public

Página 11 - How to use this book

Glossary90 Issue 3 July 2001 Send feedback: [email protected] Mmajor alarmAn indication of a component failure that requires immediate attention.min

Página 12 - ENTER to save

GlossaryIssue 3 July 200191Send feedback: [email protected] Rredirection criteriaInformation administered for each phone’s coverage path that determ

Página 13 - Security concerns

How to use this bookIssue 3 July 2001xiSend feedback: [email protected] to use this bookBecome familiar with the following terms, procedures, and

Página 14 - Related books

Glossary92 Issue 3 July 2001 Send feedback: [email protected] TtrunkA dedicated telecommunications channel between 2 phone systems or COs.trunk grou

Página 15 - Tell us what you think!

IndexIssue 3 July 200193 Send feedback: [email protected], enhancing, 80addingannouncements, 20hunt group announcements, 35hunt groups, 30t

Página 16 - How to order more copies

IndexSend feedback: [email protected] Issue 3 July 2001display announcements, 35display capacity, 79display integrated-annc-boards, 21display syst

Página 17 - How to get help

IndexIssue 3 July 200195 Send feedback: [email protected] of options, vectors, 48listing scheduled reports, 58Mmanagement systems, call center,

Página 18

IndexSend feedback: [email protected] Issue 3 July 2001screens, (continued)Report Scheduler, 57, 58Trunk Group, 5, 14Vector Directory Numbers, 54s

Página 19 - Managing trunks

We’d like your opinion.We welcome your feedback! Please let us know what you think about this book.DEFINITY System’s Little Instruction Book for advan

Página 21

Helpful Avaya Customer CatalogsTake a few minutes and visit both our product publications and our training websites to find the latest online customer

Página 22 - Adding trunk groups

TELL US WHAT YOU THINKemail: [email protected]: 303-538-1741write: Avaya Product DocumentationRm 22-2G12, 1200 W. 120th Avenue, Denver, CO 80234Wh

Página 23

Welcomexii Issue 3 July 2001 Send feedback: [email protected] We show commands and screens from the newest DEFINITY telephone system and refer to t

Página 24

Security concernsIssue 3 July 2001xiiiSend feedback: [email protected]!CAUTION:Denotes possible harm to software, possible loss of data, or possible

Página 25

Welcomexiv Issue 3 July 2001 Send feedback: [email protected] and service marksThe following are registered trademarks of Avaya:Acrobat® i

Página 26

Tell us what you think!Issue 3 July 2001xvSend feedback: [email protected] us what you think!Let us know what you like or don’t like about this

Página 27 - Setting up night service

Welcomexvi Issue 3 July 2001 Send feedback: [email protected] to order more copiesCall: Avaya Publications CenterVoice +1 888 582 3688Fax +1 800

Página 28 - Hunt Group screen

How to get helpIssue 3 July 2001xviiSend feedback: [email protected] to get helpIf you need additional help, the following services are available

Página 29 - ENTER to save your changes

Welcomexviii Issue 3 July 2001 Send feedback: [email protected]

Página 30

Issue 3 July 2001 1Send feedback: [email protected] trunksThis section provides an overview of trunks and tells you how to add trunk g

Página 31 - Console Parameters screen

Checklist for adding a new phone userUse this checklist to ensure each user’s information is complete and accurate for all of your company’s applicati

Página 32

Managing trunks2 Issue 3 July 2001 Send feedback: [email protected] Centralized Automatic Message Accounting (CAMA) trunks route emergency calls

Página 33

Understanding trunksIssue 3 July 20013Send feedback: [email protected] Integrated Services Digital Network (ISDN) trunks allow voice, data

Página 34 - 01A0702

Managing trunks4 Issue 3 July 2001 Send feedback: [email protected] trunk groupsOccasionally, your company’s phone requirements change and you

Página 35 - How do night service types

Adding trunk groupsIssue 3 July 20015Send feedback: [email protected] add a new trunk-group:1. Type add trunk-group next and press RETURN.Th

Página 36

Managing trunks6 Issue 3 July 2001 Send feedback: [email protected]. Type a name to identify this trunk group in the Group Name field.In our exampl

Página 37 - Managing announcements

Adding trunk groupsIssue 3 July 20017Send feedback: [email protected] Group screen (group member assignments page)10. In the Port field,

Página 38 - Adding announcements

Managing trunks8 Issue 3 July 2001 Send feedback: [email protected]

Página 39

Issue 3 July 2001 9Send feedback: [email protected] serviceSetting up night serviceYou can use night service to direct calls to an alternate lo

Página 40 - Recording announcements

Setting up night service10 Issue 3 July 2001 Send feedback: [email protected] up night service for hunt groupsYou can administer hunt group n

Página 41

Setting up night station serviceIssue 3 July 200111Send feedback: [email protected] service2. Enter 1234 in the Night Service Destination field

Página 42

CreditsPatrons Curtis WeeksSupporters Ed Cote, Randy Fox, Jerry Peel,Pam McDonnellWriters Renee Getter, Cindy Bittner,Greta Cleary, Kim Livingston,Jay

Página 43 - Deleting announcements

Setting up night service12 Issue 3 July 2001 Send feedback: [email protected] set up night station service:1. Type change listed-directory-numbers

Página 44 - Backing up your announcements

Setting up trunk group night serviceIssue 3 July 200113Send feedback: [email protected] serviceAfter you set up night station service, have the

Página 45 - VAL Manager

Setting up night service14 Issue 3 July 2001 Send feedback: [email protected]’s direct night calls for trunk group 2 to extension 1245.To set tru

Página 46

Setting trunk answer from any stationIssue 3 July 200115Send feedback: [email protected] serviceSetting trunk answer from any stationThere may

Página 47 - Managing hunt groups

Setting up night service16 Issue 3 July 2001 Send feedback: [email protected] set up external alerting:1. Type change console-parameters and press

Página 48 - Setting up hunt groups

How do night service types interact?Issue 3 July 200117Send feedback: [email protected] serviceHow do night service types interact?Let’s look a

Página 49

Setting up night service18 Issue 3 July 2001 Send feedback: [email protected]

Página 50 - ENTER to save your work

Issue 3 July 2001 19Send feedback: [email protected] announcementsThis section explains how to use announcements effectively, a

Página 51 - RETURN, where n is

Managing announcements20 Issue 3 July 2001 Send feedback: [email protected] are most effective when they are: short, courteous, and to

Página 52

Adding announcementsIssue 3 July 200121Send feedback: [email protected] can also use TN750, TN750B, and TN750C announcement circuit

Página 53

Copyright 2001, Avaya Inc.All Rights ReservedPrinted in U.S.A.NoticeEvery effort was made to ensure that the information in this book was complete an

Página 54

Managing announcements22 Issue 3 July 2001 Send feedback: [email protected]/Audio Sources screen4. In the Name field, type unassigned D

Página 55 - Call distribution methods

Recording announcementsIssue 3 July 200123Send feedback: [email protected] also need the announcement feature access code for your s

Página 56

Managing announcements24 Issue 3 July 2001 Send feedback: [email protected] or computer recordingsIf you are using the VAL (TN2501AP) an

Página 57 - Managing vectors and VDNs

Deleting announcementsIssue 3 July 200125Send feedback: [email protected] announcementsLet’s delete the unassigned DID announce

Página 58 - What are vectors?

Managing announcements26 Issue 3 July 2001 Send feedback: [email protected] up your announcementsNOTE:To back up announcements from a TN2501A

Página 59

VAL ManagerIssue 3 July 200127Send feedback: [email protected] save announcement process can take up to 40 minutes. You cannot admin

Página 60

Managing announcements28 Issue 3 July 2001 Send feedback: [email protected]

Página 61

Issue 3 July 2001 29Send feedback: [email protected] groupsManaging hunt groupsThis section shows you how to set up hunt groups. It explains how

Página 62

Managing hunt groups30 Issue 3 July 2001 Send feedback: [email protected] up hunt groupsLet’s set up a hunt group for an internal helpline. B

Página 63

Setting up hunt groupsIssue 3 July 200131Send feedback: [email protected] groupsHunt Group screen4. In the Group Type field, type the code for t

Página 64

ContentsIssue 3 July 2001 vSend feedback: [email protected] Why another instruction book? ix We wrote this book for you! ix What infor

Página 65

Managing hunt groups32 Issue 3 July 2001 Send feedback: [email protected]. Press NEXT PAGE to find the Group Member Assignments page.Hunt Group scr

Página 66

Setting up hunt groupsIssue 3 July 200133Send feedback: [email protected] groupsTo make changes to a hunt group:1. Type change hunt-group n and

Página 67

Managing hunt groups34 Issue 3 July 2001 Send feedback: [email protected] Hunt Group form appears.Hunt Group screen2. In the Queue field, type y.

Página 68

Setting up hunt groupsIssue 3 July 200135Send feedback: [email protected] groupsAdding hunt group announcementsYou can add recorded announcement

Página 69

Managing hunt groups36 Issue 3 July 2001 Send feedback: [email protected] Group screen3. In the First Announcement Extension field, type the ext

Página 70 - Vector Directory Numbers

Call distribution methodsIssue 3 July 200137Send feedback: [email protected] groupsCall distribution methodsYou have more call distribution choi

Página 71

Managing hunt groups38 Issue 3 July 2001 Send feedback: [email protected]

Página 72

Issue 3 July 2001 39Send feedback: [email protected]/VDNsManaging vectors and VDNsThis section provides an introduction to vectors and Vector

Página 73 - Using reports

Managing vectors and VDNs40 Issue 3 July 2001 Send feedback: [email protected] are vectors?A vector is a series of commands that you design to t

Página 74

What are vectors?Issue 3 July 200141Send feedback: [email protected]/VDNsTo write a vector:1. Type change vector 1 and press RETURN.The Call

Página 75 - RETURN

ContentsIssue 3 July 2001 viSend feedback: [email protected] announcements What is an announcement? 19 Adding announcements 20 Recor

Página 76

Managing vectors and VDNs42 Issue 3 July 2001 Send feedback: [email protected]. Type your vector steps in the numbered column on the left of the sc

Página 77

What are vectors?Issue 3 July 200143Send feedback: [email protected]/VDNsTip:Remember, the switch automatically fills in some of the informat

Página 78 - ENTER to remove the report

Managing vectors and VDNs44 Issue 3 July 2001 Send feedback: [email protected] play and repeat an announcement, write this vector (steps 3-5):Call

Página 79 - Using attendant reports

What are vectors?Issue 3 July 200145Send feedback: [email protected]/VDNsCall Vector screenIf the goto command in step 5 fails, the switch wi

Página 80

Managing vectors and VDNs46 Issue 3 July 2001 Send feedback: [email protected] let callers leave messages, write this vector (step 7).Call Vector

Página 81

What are vectors?Issue 3 July 200147Send feedback: [email protected]/VDNsTo quickly redirect calls:1. Create a special mailbox with the appro

Página 82 - Trunk group reports

Managing vectors and VDNs48 Issue 3 July 2001 Send feedback: [email protected] callers additional choicesYou can give your callers a list of o

Página 83

What are vectors?Issue 3 July 200149Send feedback: [email protected]/VDNsInserting a stepIt is easy to change a vector step and not have to r

Página 84

Managing vectors and VDNs50 Issue 3 July 2001 Send feedback: [email protected] a stepTo delete vector step 5 from vector 20:1. Type change v

Página 85

What are vectors?Issue 3 July 200151Send feedback: [email protected]/VDNsDiagnosing a vector problemIf there is a problem with a vector, the

Página 86 - Measuring call center

ContentsIssue 3 July 2001 viiSend feedback: [email protected] reports Using report scheduler 55 Setting printer parameters 55 Scheduling and

Página 87

Managing vectors and VDNs52 Issue 3 July 2001 Send feedback: [email protected]. Press ENTER to view the report.The Event Report (detail) screen app

Página 88 - RETURN

Vector Directory NumbersIssue 3 July 200153Send feedback: [email protected]/VDNsTo add a VDN:1. Type add VDN 5011 and press RETURN.You enter

Página 89 - Using security reports

Managing vectors and VDNs54 Issue 3 July 2001 Send feedback: [email protected]. Press ENTER to save your changes.To see the VDNs already associated

Página 90

Issue 3 July 2001 55Send feedback: [email protected] reportsThis section explains how to generate, display, list, and print some of the

Página 91

Using reports56 Issue 3 July 2001 Send feedback: [email protected] of the defaults for the system printer are set when the system is installed.

Página 92 - Planning a call center

Using report schedulerIssue 3 July 200157Send feedback: [email protected] and printing reportsYou can schedule up to 50 reports at

Página 93

Using reports58 Issue 3 July 2001 Send feedback: [email protected]. For scheduled and deferred reports, complete the Print Time field to indicate t

Página 94 - Write this vector:

Using report schedulerIssue 3 July 200159Send feedback: [email protected] scheduled reportsIt is easy to reschedule the time and day

Página 95

Using reports60 Issue 3 July 2001 Send feedback: [email protected] scheduled reportsAs your needs change, you may want to remove certain rep

Página 96

Analyzing report dataIssue 3 July 200161Send feedback: [email protected] report dataMost of the information displayed in these repor

Página 97

ContentsSend feedback: [email protected] Issue 3 July 2001Understanding call centers What is a call center? 73 Planning a call center 74 Se

Página 98

Using reports62 Issue 3 July 2001 Send feedback: [email protected] attendant group trafficThe Attendant Group Measurements report provides

Página 99

Using attendant reportsIssue 3 July 200163Send feedback: [email protected] individual attendant performanceThe Attendant Positions R

Página 100

Using reports64 Issue 3 July 2001 Send feedback: [email protected] group reportsTrunk Group Reports can help you detect traffic flow problems s

Página 101 - ■ BCMS Vu Software User Guide

Trunk group reportsIssue 3 July 200165Send feedback: [email protected] Trunk Group Summary report allows you to determine measurement data

Página 102 - Understanding call centers

Using reports66 Issue 3 July 2001 Send feedback: [email protected] monitor trunk group 12 for the next hour:1. Type change meas-selection trunk-gr

Página 103 - Glossary

Trunk group reportsIssue 3 July 200167Send feedback: [email protected] trunk group statusThe Trunk Group Status report displays a curr

Página 104

Using reports68 Issue 3 July 2001 Send feedback: [email protected] call center performanceStandard switch reports on DEFINITY ECS provide v

Página 105 - Issue 3 July 2001

Measuring call center performanceIssue 3 July 200169Send feedback: [email protected] table below shows you how to monitor the performance

Página 106

Using reports70 Issue 3 July 2001 Send feedback: [email protected] hunt group reportsThese procedures tell you how to display or print switch

Página 107

Using security reportsIssue 3 July 200171Send feedback: [email protected] Hunt Group Status reportsThe Hunt Group Status report displa

Página 108

Issue 3 July 2001 ixSend feedback: [email protected] another instruction book?You’ve told us that you want more step-by-step instructions

Página 109

Using reports72 Issue 3 July 2001 Send feedback: [email protected]

Página 110

Issue 3 July 2001 73Send feedback: [email protected] centerUnderstanding call centersThis section introduces you to inbound call centers. It sho

Página 111

Understanding call centers74 Issue 3 July 2001 Send feedback: [email protected] a call centerGood planning is crucial to setting up an effec

Página 112 - 94 Issue 3 July 2001

Planning a call centerIssue 3 July 200175Send feedback: [email protected] centerSetting up the call flowDecide how you want your system to handl

Página 113

Understanding call centers76 Issue 3 July 2001 Send feedback: [email protected] this vector:Tip:Vectors are an optional feature. To see if your

Página 114 - 96 Issue 3 July 2001

Planning a call centerIssue 3 July 200177Send feedback: [email protected] centerTesting the systemBefore your new call center goes live, test th

Página 115 - We’d like your opinion

Understanding call centers78 Issue 3 July 2001 Send feedback: [email protected] your call centerThis step never ends. Monitor your call ce

Página 116

Understanding Automatic Call DistributionIssue 3 July 200179Send feedback: [email protected] centerViewing system capacityThe capacities of your

Página 117 - ■ detailed curriculum maps

Understanding call centers80 Issue 3 July 2001 Send feedback: [email protected] an ACD systemAll call center management systems (such as Av

Página 118 - TELL US WHAT YOU THINK

Understanding Automatic Call DistributionIssue 3 July 200181Send feedback: [email protected] centerSelecting a call management systemAvaya provi

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