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Viewing system capacity
The capacities of your system depend on the type of voice system you have, the software
you’re using, and your contract with Avaya. Use the System Capacity screen to view the
maximum capacities of your system and your current level of usage. Remember,
however, that the capacities you’ve purchased from Avaya may be lower than the
maximums shown on the voice system.
For example, to find out how many hunt groups your DEFINITY ECS can support:
1 Open a GEDI window for the voice system you want to administer.
2 Type display capacity and press the ENTER key.
The System Capacity screen appears.
3 Go to the page that shows capacities for Hunt Groups, Splits, or Skills.
This screen shows the system limits for hunt groups and how much of this capacity is
currently used.
4 Click to close the GEDI window.
Understanding Automatic Call Distribution
Automatic Call Distribution (ACD) is a DEFINITY feature used in many call centers. ACD
gives you greater flexibility to control call flow and to measure the performance of agents.
ACD systems operate differently from non-ACD systems, and they can be much more
complex. ACD systems can also be more powerful because they allow you to use
features and products that are not available in non-ACD systems.
Enhancing an ACD system
All call center management systems (such as Avaya’s Basic Call Management System
(BCMS), BCMS Vu, and the sophisticated CentreVu
®
Call Management System) require
ACD. These management systems give you the ability to measure more aspects of your
center’s operation, and in more detail, than is possible with standard DEFINITY reports.
For a comparison of these systems, see selecting a call management system.
Call vectoring greatly enhances the flexibility of a call center, and most vectoring
functions require ACD. Vectoring is a simple programming language that allows you to
custom design every aspect of call processing.
Together, ACD and vectoring allow you to use Expert Agent Selection (EAS). For a
variety of reasons, you may want certain agents to handle specific types of calls. For
example, you may want only your most experienced agents to handle your most
important customers. You may have multilingual agents who can serve callers in a variety
of languages.
EAS allows you to classify agents according to their specific skills and then to rank them
by ability or experience within each skill. DEFINITY ECS uses these classifications to
match each call with the best available agent. For more information on call vectoring and
EAS, see DEFINITY ECS Administrator’s Guide and DEFINITY ECS Call
Vectoring/Expert Agent Selection (EAS) Guide, 555-230-521.
- 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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