Call Work Code Setup 1

[hetzed]

Hi,

I'm trying to activate the call work code (CWC) but is not recording the entries. I added the CWC in CMS Supervisor in the dictionary and in the Call Center Administration under Operations. Configure the button in the agent station they are entering the code during the call and I tried during ACW, but the report does not present data. Also, I put the agent in the trace to see if the system was capturing the data but is not appearing in the Trace report as well. The feature is activated in the PBX. What else do I have to do for this to work?

Thanks

 

[AvayaTier3]

To add a name to a call work code:

1.From the Controller Window, select Commands > Dictionary.

Supervisor displays the Dictionary window.

1.In the Operations: list, highlight Call Work Codes.

1.In the ACD: field, enter the ACD on which the call work code resides.

1.Select OK.

Supervisor displays the Dictionary Call Work Codes window.

1.In the Call work code name: field, enter the name of the of the new call work code.

1.In the Call work code: field, enter the number of the of the new call work code.

1.From the Actions menu, select Add.

The specified call work code and its associated name is added to the Dictionary.
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07_600779_1.pdf

Avaya Call Center
Release 4.0
Automatic Call Distrubution (ACD) Guide

        "stroke-cnt",           /* IM_STROKE       129          */
        "work-code",            /* IM_MDSTROKE     140          */

stroke-cnt 0
Agents press this button to report a call with poor transmission quality to CMS.
The message the communication server sends CMS includes the agent's
extension, the trunk being used, and the time of day the trouble occurred. This
information is reported in CMS exception reports and is useful for 
trouble-shooting trunk and extension problems. 
For more information, see Avaya CMS Administration.

Stroke count button 0 is used for reporting audio difficulty.

Hunt Group - Forced Stroke Count or Call Work Code
Timed ACW Interval
--------------------------------------------------------------------------------
As many as nine STROKE COUNT buttons can be assigned. Agents press these
buttons to record call events of interest. CMS records and reports stroke-count
information. Stroke count button 0 is reserved for audio difficulty.
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Stroke counts
Stroke counts allow you to record in CMS the number of times that a particular 
customer-related event occurs. For example, agents could press a button each 
time a customer requests information on a certain item.

Stroke counts are reported to CMS in real time. The system does not store stroke
counts. Use stroke counts only when CMS is connected and you have defined ACD 
splits/skills to be measured by CMS.

Stroke counts allow agents to record up to nine administrator-defined events on 
a per-call basis.  You can assign 10 Stroke Count button types. Stroke Count 0 
is reserved for tracking Audio Difficulty or poor transmission quality.

For troubleshooting purposes, CMS records the equipment location of the trunk 
that the agent was using when he or she pressed the Audio Difficulty button. 
Make sure that agents are aware that pressing this does not improve audio 
transmission quality.

To enter a stroke count, an ACD agent presses a Stroke Count button while 
off-hook. The system validates that the agent is either active on an ACD call 
or in the ACW mode for an ACD split or skill. If yes, the feature lamp lights 
steadily for two seconds to indicate activation and the stroke count is sent to 
CMS. If not, the feature lamp flutters and no message is sent.
--------------------------------------------------------------------------------
Call work codes
Call work codes are up to 16-digit sequences that ACD agents enter to record 
customer-related information. You define the codes for your site. Codes that 
agents enter are sent to CMS for storage for splits/skills measured by CMS and 
only when the link to the CMS is up. Agents must have multiappearance phones 
(for example, Callmaster) to enter call work codes.

To enter call work codes, the agent must be off-hook and either:
- On an ACD call
- In ACW mode after disconnecting from a call while in Manual-In mode remaining 
  off-hook
- In Timed ACW after disconnecting from a call while in auto-in mode
- In auto-in mode and pending for ACW mode

The sequence of event is as follows:
1. The agent select Call Work Code (CWC) button.
2. The CWC lamp lights steadily and a C: prompt appears on the agent's display. 
   The agent must wait for the ready indication before entering the call work 
   code or the caller hears the touch-tone digits being dialed.
3. Agent enters up to 16 digits on the dial pad. The agent can press * to erase 
   digits.
4. The agent presses # to send the code entry to CMS.
5. The Call Work Code lamp goes dark and the display returns to normal.
6. If the agent presses any feature button or hangs up during digit collection, 
   the code entry is cancelled and data is not sent to CMS. The CWC lamp goes 
   dark and the display is cleared.

Call work codes may be used by as many as 100 agents simultaneously. If 100 
agents are simultaneously using this function, and another agent attempts to 
enter a call work code, the agent receives a display message to try again later.
--------------------------- ----------------------------------------------------
Forced entry of stroke counts and call work codes

You can administer a split or skill so that agents must enter a stroke count 
and/or a call work code before becoming available for another call using 
Manual-In mode.

Note: Multi-appearance phones or an attendant console are required for agents to
      enter stroke counts or call work codes.

To enter a stroke count and/or call work code, the agent must be on a call, or 
in ACW mode after releasing a call in Manual-In mode.

After releasing a call, the agent automatically enters ACW mode and cannot 
return to Manual-In mode until entering a stroke count or call work code. If the
agent presses the Manual-In button or FAC before entering a stroke count or a 
call work code, the Manual-In lamp flutters or intercept tone is given.

Once the agent enters a stroke count or call work code and presses the Manual-In
button or FAC, he or she returns to Manual-In mode and the Manual-In lamp lights

Any of the agent's splits/skills can have Forced Entry assigned. If the agent 
goes into Auxiliary Work mode in any split or skill, the Forced Entry 
requirement for all other splits/skills is removed.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

44 years Bell, AT&T, Lucent, Avaya
Tier 3 for 34 years and counting
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[hetzed]

Hi

Thanks for the information. I was missing the # after entering the code.