New Call Center... No Experience 2

[Mugsiensedgwick]

I am tasked with setting up a 2 station (will probably grow) call center and haven't got a clue.
We have licenses and vectoring turned on.
I have done a little vectoring.
Can anyone direct me to a 'how to' site?
What they're after is a reporting method.
Thanks,
-Randy
Here are my settings now.
CALL CENTER OPTIONAL FEATURES

Call Center Release: 8.3

ACD? y PASTE (Display PBX Data on Phone)? y
BCMS (Basic)? y Reason Codes? n

BCMS/VuStats Service Level? y Service Observing (Basic)? y
Business Advocate? n Service Observing (Remote/By FAC)? y
Call Work Codes? n Service Observing (VDNs)? n
DTMF Feedback Signals For VRU? n Timed ACW? y
Dynamic Advocate? n Vectoring (Basic)? n
Expert Agent Selection (EAS)? n Vectoring (Prompting)? y
EAS-PHD? n Vectoring (G3V4 Enhanced)? n
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? n
Least Occupied Agent? n Vectoring (G3V4 Advanced Routing)? n
Lookahead Interflow (LAI)? n Vectoring (CINFO)? n
Multiple Call Handling (On Request)? y Vectoring (Best Service Routing)? n
Multiple Call Handling (Forced)? y Vectoring (Holidays)? y

(NOTE: You must logoff & login to effect the permission changes.)

 

[Mugsiensedgwick]

Still not logging in.

 

[mikeydidit]

On an appearance of one of their lines, enter the log in access code and the hunt. Depending on what version switch you are running it will be a 3 or 4 digit number. so it should look like 148005 or 1480005.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Mugsiensedgwick]

Thanks, that worked... sort of. I am now showing logged in at the mon bcms split 5.
But I am still gietting the busy signal when I dial the hunt group main number.
Going home for tonight thanks for your help.

 

[mikeydidit]

Your really close now. Remember that someone has to be logged in for the group to not get a busy signal. Now that you have the agents in aux-work log one into auto-in. Use the same steps you used for getting them logged in but use the auto-in codes and 0005 or 005. That should get you there..


When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Mugsiensedgwick]

Thanks Mike. all seems well now.
What a snake to kill.
By the way, the code is only 5 digits, ie 14805.
What is the manual login code for?
Thanks again... a bunch!

 

[mikeydidit]

The manual code is just to initially get them logged into the group and put them in aux-work. Then to take calls they need to be in auto-in.

The length of the codes have changed with the changes of software releases as the number of hunt groups you can have has increased. From 99 available hunt groups (two digit code) to 2000 (four digit code) in CM 3.1. (disp cap)

These should help you get a grasp as to what we actually did.

Avaya Call Center
Automatic Call Distribution (ACD) Guide
07-300478
Release 3.1
February 2006

Administrator Guide for
Avaya Communication Manager
03-300509
Issue 2
February 2006 (page 1058)

Feature Description and
Implementation for
Avaya Communication Manager
555-245-205
Issue 4 (page 917)


And to help you set up reports

Reports for
Avaya™ Communication Manager
555-233-505
Issue 5
May 2003


You have it now. Just duplicate what you have to add other groups.

Glad i could help.

Mikeydidt


When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Mugsiensedgwick]

Is there a way to dynamicly tell the status of an agent?

 

[mikeydidit]

Ok now we get deeper.. VU stats buttons. If you need help setting them up, just let me know. I suggest two. VU 1 and VU 2. Assign these to supervisor so they can see who is doing what. Also sta sta will show what the status of this agent is. Buttons on the phone (auto-in should be lit)

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594