Avaya Site Administration Reference Release 3.1 Manual de usuario Pagina 6
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Avaya Site Administration Reference
iv
Adding announcements................................................................................................................................................... 72
Voice Announcement over LAN (VAL).......................................................................................................................... 72
Recording announcements.............................................................................................................................................. 73
Professional or computer recordings............................................................................................................................ 74
Recording new announcements at a computer............................................................................................................. 74
Deleting announcements................................................................................................................................................. 74
Backing up your announcements..................................................................................................................................... 75
Hunt groups..................................................................................................................................................................... 76
What are hunt groups? .................................................................................................................................................... 76
Setting up hunt groups..................................................................................................................................................... 76
Setting up a queue........................................................................................................................................................... 77
Adding hunt group announcements ................................................................................................................................. 78
Call distribution methods.................................................................................................................................................. 79
Vectors and Vector Directory Numbers (VDNs) ............................................................................................................... 80
What are vectors?............................................................................................................................................................ 80
Writing vectors................................................................................................................................................................. 80
Allowing callers to leave a message ................................................................................................................................ 81
Inserting a step into a vector............................................................................................................................................ 81
Entering a variable to a vector ......................................................................................................................................... 82
Deleting a step from a vector........................................................................................................................................... 82
Diagnosing a vector problem ........................................................................................................................................... 83
Voice system reports....................................................................................................................................................... 84
Using report scheduler..................................................................................................................................................... 84
Analyzing report data....................................................................................................................................................... 84
Using attendant reports.................................................................................................................................................... 84
Using trunk group reports ................................................................................................................................................ 84
Measuring call center performance.................................................................................................................................. 85
What should I measure? .............................................................................................................................................. 85
How many people can use voice system reports?........................................................................................................ 85
Viewing Hunt Group Measurements reports..................................................................................................................... 86
Viewing Hunt Group Performance reports........................................................................................................................ 86
Call centers...................................................................................................................................................................... 87
What is a call center?....................................................................................................................................................... 87
Planning a call center....................................................................................................................................................... 87
Setting up the call flow..................................................................................................................................................... 87
Testing the system........................................................................................................................................................... 88
Monitoring your call center............................................................................................................................................... 88
Viewing system capacity.................................................................................................................................................. 89
Understanding Automatic Call Distribution....................................................................................................................... 89
Enhancing an ACD system.............................................................................................................................................. 89
Selecting a Call Management System.............................................................................................................................. 90
Where to get more information..................................................................................................................................... 91
Printing button labels....................................................................................................................................................... 92
Understanding the Button Label text template.................................................................................................................. 92
What the $ signs mean................................................................................................................................................. 92
How Avaya Site Administration creates button labels................................................................................................... 93
Printing button labels....................................................................................................................................................... 94
Frequently Asked Question.......................................................................................................................................... 94
- 14-300610 1
- Issue 2 1
- February 2006 1
- Table of Contents 3
- Overview of the main screen 13
- Overview of wizards 14
- Setting up this product 17
- Adding a voice system 17
- Adding a messaging system 19
- Creating command shortcuts 23
- Using a shared system file 25
- Scheduling tasks 26
- Scheduling a task to run 26
- Using the Schedule tab 27
- Checking status 29
- Using the Status pane 29
- Using the History tab 33
- Managing performance 34
- Improving Grade of Service 34
- Administering voice systems 37
- Starting GEDI 37
- Starting Terminal Emulation 38
- Voice system components 39
- Role of the administrator 39
- Daily administrator tasks 42
- Weekly administrator tasks 43
- Monthly administrator tasks 44
- Other tasks 44
- Command language and syntax 44
- Working with end users 46
- Preparing end-user training 47
- Delivering end-user training 49
- System add ons 52
- Understanding the dial plan 53
- Displaying your dial plan 54
- Modifying your dial plan 54
- Adding extension ranges 55
- Adding feature access codes 56
- Setting up phones 58
- Adding new phones 58
- Adding a fax or modem 62
- Using an alias 64
- Customizing your phone 64
- Upgrading phones 65
- Changing COR values 67
- Changing COS values 67
- Managing phone features 68
- Changing feature parameters 68
- Creating pickup groups 68
- Creating coverage paths 69
- Routing outgoing calls 72
- World class routing 72
- Overriding call restrictions 74
- ARS Partitioning 75
- Preparing to add a trunk 78
- Adding trunk groups 79
- Night Service 81
- Setting up night service 81
- Announcements 82
- What is an announcement? 82
- Adding announcements 82
- Recording announcements 83
- Deleting announcements 84
- Hunt groups 86
- What are hunt groups? 86
- Setting up hunt groups 86
- Setting up a queue 87
- Call distribution methods 89
- What are vectors? 90
- Writing vectors 90
- Diagnosing a vector problem 93
- Voice system reports 94
- Using report scheduler 94
- Analyzing report data 94
- Using attendant reports 94
- Using trunk group reports 94
- Call centers 97
- What is a call center? 97
- Planning a call center 97
- Setting up the call flow 97
- Testing the system 98
- Monitoring your call center 98
- Viewing system capacity 99
- Enhancing an ACD system 99
- Printing button labels 102
- Exporting unused port data 108
- Exporting Native Names 112
- Importing Native Names 113
- Messaging Systems 114
- Security 115
- About system security 118
- Using Native Names 119
- Using Native Name 119
- Entering Native Names 120
- Troubleshooting 123
- Access denied 123
- ASG is enabled 123
- ASG is not enabled 123
- Cannot open serial port 124
- Command Timed Out 125
- Connection lost 127
- Corrupt data received 128
- Data is locked 128
- Device does not exist 128
- General communications error 129
- Incorrect device 129
- Incorrect login 129
- Invalid password 129
- Modem initialization error 130
- Network connection failed 130
- No carrier 131
- No dial tone 132
- No Ports available 132
- Password has expired 132
- Serial port does not exist 133
- Remote reset 133
- Serial port error 134
- Serial port is in use 134
- Too many users logged in 135
- Unknown response from device 136
- Voice system problems 137
- Keeping baseline information 137
- Backing up voice system data 139
- Checking voice system status 140
- Viewing the system status 140
- Diagnosing a problem 143
- Diagnosing modem problems 144
- Diagnosing printer troubles 144
- Solving call center problems 145
- Viewing error logs 146
- Clearing an error 148
- Alarm logs 149
- Reading the alarm log 150
- Clearing alarm logs 150
- Assigning alarm buttons 150
- Preventing alarms and errors 152
- Busy Verify 155
- Facility Busy Indication 158
- Facility Test Calls 158
- Trunk Identification 159
- Call Management System (CMS) 161
- Carriers 161
- Circuit pack 161
- Conversant 161
- Understanding trunks 163
- Contacting Us 164
- General Contact Information 164
- Before you call 164
- Technical Support 165
- Contacting us about training 166
- Giving us your feedback 167
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