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7 Complete the rest of the Hunt Group screen.
8 Click the Enter button on the GEDI window to save your changes.
Now that we’ve created a hunt group, let’s write a simple vector that plays announcement
2340. This announcement asks callers to stay on the line. If a call isn’t answered in 1
minute, the vector sends the call to voice mail (extension 2000).
1 queue-to split 2 pri m
2 announcement 2340 ("You have reached...")
3 wait-time 60 sec hearing music
4 messaging split 99 for extension 2000
Tip:
Vectors are an optional feature. To see if your company has vectoring, use
display system-parameters customer-options.
To make this vector work correctly, you need to create the announcement at extension
2340 and assign a voice mailbox to extension 2000.
Testing the system
Before your new call center goes live, test the system to make sure it works the way you
expect it to work.
With agents available, call each outside number you’ve created for the call center. Does
an agent in the appropriate hunt group answer?
With only one agent available in a hunt group, make several calls at once to that hunt
group. Now that several calls are in queue, call again and listen to the treatment your call
receives in queue. If you’ve administered an announcement, do you hear it? Does it play
when it’s supposed to? If there’s a music source, does it play when it’s supposed to? Do
queue warning lamps flash when they’re supposed do?
With all agents in Aux Work, call the hunt group. Does the call follow the intended path?
Monitoring your call center
Monitoring your call center never ends. Monitor your call center’s performance regularly
so you can solve problems quickly and adjust to changing conditions.
It’s critical that you monitor a new call center very closely for the first month. Use hunt
group reports and trunk reports to track your system. If you underestimated call volume
and trunk capacity, or overestimated agent productivity, you need to change your system
immediately.
In addition, perform a traffic analysis when your call center begins operation. Work with
your Avaya representative and your local network provider. A traffic analysis gives you a
comprehensive picture of the demands on your system and how well the system is
performing.
For example, trunk reports tell you how often your trunks reach 100% occupancy. Your
network provider may be able to tell you how many callers are getting a busy signal from
the CO when all of your incoming trunks are in use. You need both pieces of information
to determine the total demand that your system needs to meet.
If your business is growing, regular traffic analysis is crucial. Use traffic analysis to project
future demands on your system and plan expansions accordingly.
- 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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