Avaya Site Administration Reference Release 3.1 Manual de usuario descargar pdf (Pagina 97)

Avaya Site Administration Reference

Call centers

What is a call center?

A call center is a way of organizing people and equipment to achieve particular business

goals. For example, you can use a call center to make several people accessible through

one number or to handle multiple calls simultaneously. Call centers work by organizing

staff (called agents) with specific functions or expertise into hunt groups.

Call centers use some of the features covered in other chapters of this book: hunt

groups, announcements, vectors, and VDNs. In this section, we’ll show you how these

features work together in a call center.

Planning a call center

Good planning is crucial to setting up an effective call center. Before you administer any

part of your call center on DEFINITY ECS, you should have a plan that is thorough and

specific. Your call center plan should identify:

 the purpose of the call center — what the call center has to do to be successful

 expected call volume — the number of calls you expect per day, per week, and per

month

 type of calls — whether the call center should answer internal or external calls or both

 agent functions — the major agent functions

 necessary resources — the resources you must add to the system, such as trunk

groups and phones

Once you develop a plan for the call center, organize agents according to their functions.

These agent groups will be your hunt groups.

Setting up the call flow

One step in setting up a call center is deciding how you want your system to handle calls

and what you want callers to experience. You may find it helpful to list the possible

situations a call may encounter. Set up the call flow by adding hunt groups, setting up

queues, adding announcements, and writing vectors. Refer to earlier sections of this

book for details on completing these tasks.

Let’s set up an example call flow. We’ll set up a hunt group so that the work load is

evenly distributed and up to 2 calls wait in a queue.

1 Open a GEDI window for the voice system you want to administer.

2 Type add hunt-group next and press the ENTER key.

The Hunt Group screen appears. In our example, the next available hunt group is

number 2.

3 In the Group Type field, type ucd-mia.

This directs the call to the most idle agent — the agent who has waited the longest

since handling a call to the hunt group.

4 In the Queue field, type y.

5 In the Queue Length field, type 2.

6 In the Vector field, type y.

1 2 ... 92 93 94 95 96 97 98 99 100 101 102 ... 177 178

Sin comentarios

Avaya Site Administration Reference Release 3.1 Manual de usuario Pagina 97