Administering Avaya Aura® Call Center

Elite Features

Release 6.2
July 2012
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4 Administering CC Elite 6.2 Features July 2012
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 Contents

Chapter 1: Introduction...................................................................................................... 11
Purpose..................................................................................................................................................... 11
Other Call Center Elite documents............................................................................................................ 11
Related resources..................................................................................................................................... 12
Avaya Mentor videos........................................................................................................................ 12
Support...................................................................................................................................................... 12
Warranty.................................................................................................................................................... 12
Chapter 2: Call Center Elite screens................................................................................. 13
Agent LoginID screen................................................................................................................................ 13
Agent LoginID administration commands......................................................................................... 13
Agent LoginID field descriptions....................................................................................................... 14
List Agent-LoginID field descriptions................................................................................................ 20
BCMS/VuStats Login ID screen................................................................................................................ 21
BCMS/VuStats Login ID administration commands......................................................................... 21
BCMS/VuStats field descriptions...................................................................................................... 22
Implementation notes for BCMS/VuStats Login ID administration................................................... 22
Best Service Routing Application Plan screen.......................................................................................... 22
BSR Application Plan administration commands............................................................................. 23
BSR Application Plan field descriptions........................................................................................... 23
Single-site BSR................................................................................................................................ 25
Call Vector screen..................................................................................................................................... 25
Call Vector administration commands.............................................................................................. 25
Call Vector field descriptions............................................................................................................ 26
Duplicate Vector screen............................................................................................................................ 29
Duplicate Vector administration command....................................................................................... 29
Duplicate Vector field descriptions................................................................................................... 30
Feature-Related System Parameters screen............................................................................................ 31
Call Center System Parameters....................................................................................................... 31
Holiday Table screen................................................................................................................................. 52
Holiday Table administration commands.......................................................................................... 52
Holiday Table field descriptions........................................................................................................ 52
Implementation notes for entering dates.......................................................................................... 53
Hunt Group screen.................................................................................................................................... 54
Hunt Group administration commands............................................................................................. 54
Hunt Group field descriptions........................................................................................................... 55
Policy Routing Table screen...................................................................................................................... 70
Policy Routing Table administration commands............................................................................... 70
Policy Routing Table field descriptions............................................................................................. 71
Reason Code Names screen.................................................................................................................... 72
Reason Code Names administration commands............................................................................. 73
Reason Code Names field descriptions........................................................................................... 73
Service Hours Table screen...................................................................................................................... 73
Service Hours Table administration commands............................................................................... 74
Service Hours Table field descriptions............................................................................................. 74

Administering CC Elite 6.2 Features July 2012 5

 SIT Treatment for Call Classification screen............................................................................................. 75
SIT Treatment for Call Classification administration commands...................................................... 75
SIT Treatment for Call Classification field descriptions.................................................................... 75
Vector Directory Number screen............................................................................................................... 77
VDN administration commands........................................................................................................ 77
VDN field descriptions...................................................................................................................... 78
Implementation notes for the VDN screen....................................................................................... 85
Vector Routing Table screen..................................................................................................................... 86
Vector Routing Table administration commands.............................................................................. 86
Vector Routing Table field descriptions............................................................................................ 87
VuStats Display Format screen................................................................................................................. 88
VuStats Display Format administration commands.......................................................................... 88
VuStats Display Format field descriptions........................................................................................ 88
List VuStats Display Format screen................................................................................................. 91
Chapter 3: Administering Call Center Elite features........................................................ 111
Abandoned Call Search............................................................................................................................ 111
Add/Remove Skills.................................................................................................................................... 111
Agent/Caller Disconnect Tones................................................................................................................. 112
Agent Call Handling.................................................................................................................................. 112
Auto-Available Skills.................................................................................................................................. 113
Automatic Call Distribution........................................................................................................................ 114
Business Advocate.................................................................................................................................... 116
Avaya IQ Measurements........................................................................................................................... 118
Basic Call Management System............................................................................................................... 118
Best Service Routing................................................................................................................................. 120
Single-site BSR................................................................................................................................ 120
Multi-site BSR................................................................................................................................... 121
Alternate selection on BSR ties........................................................................................................ 122
Local treatment................................................................................................................................. 122
Administering BSR polling over IP without the B-channel................................................................ 123
Call Classification...................................................................................................................................... 129
ASAI switched classified call operation............................................................................................ 129
How to insert the call classifier......................................................................................................... 131
How the call attempt is rejected....................................................................................................... 131
About the SIT Treatment for Call Classification screen.................................................................... 132
Call Prompting........................................................................................................................................... 132
Call Vectoring............................................................................................................................................ 133
Display the UUI station button................................................................................................................... 136
Administering the UUI button........................................................................................................... 136
Display VDN for Route-To DAC................................................................................................................ 136
Expert Agent Selection.............................................................................................................................. 137
Administering EAS........................................................................................................................... 140
Other parameters that support EAS Agent LoginID......................................................................... 140
Call Handling Preference................................................................................................................. 143
Direct Agent Calling.......................................................................................................................... 144
Direct Agent Announcement ............................................................................................................ 145
Forced Agent Logout by Clock Time......................................................................................................... 146

6 Administering CC Elite 6.2 Features July 2012

 Forced Agent Logout/Aux Work by Location/Skill..................................................................................... 146
Forced Agent Logout from ACW ............................................................................................................... 147
Tips for administering Forced Agent Logout from ACW ................................................................... 148
Inbound Call Management........................................................................................................................ 148
Interruptible Aux........................................................................................................................................ 149
Intraflow and Interflow............................................................................................................................... 149
Location Preference Distribution............................................................................................................... 150
Look-Ahead Interflow................................................................................................................................ 150
Maximum Agent Occupancy..................................................................................................................... 151
Multinational CPN Prefix........................................................................................................................... 152
Multiple Call Handling............................................................................................................................... 152
Network Call Redirection........................................................................................................................... 153
NCR administration for SIP.............................................................................................................. 155
Administering station or ASAI transfer, conference, or release........................................................ 156
Reserving trunk group B-channels for NCT-type redirection operations.......................................... 156
About setting up DTMF announcements for the AT&T In-Band Transfer Connect service.............. 159
Percentage Allocation Routing.................................................................................................................. 162
Proactive Contact switch-classified calls for improved reporting.............................................................. 162
Proactive Contact non switch-classified calls for improved reporting............................................... 163
Queue Status Indications.......................................................................................................................... 163
Reason Codes.......................................................................................................................................... 164
Redirection on IP Failure........................................................................................................................... 165
Redirection on No Answer........................................................................................................................ 166
Redirection on OPTIM Failure................................................................................................................... 166
Remote Logout of Agent........................................................................................................................... 167
Reporting adjuncts on Communication Manager...................................................................................... 167
Adding the reporting adjunct nodes.................................................................................................. 168
Administering the Communication Manager server-to-Avaya IQ interface....................................... 168
Communication server-to-CMS interface......................................................................................... 169
Administering CMS and Avaya IQ at the same time with Communication Manager........................ 169
Service Hours Table.................................................................................................................................. 170
Service Level Maximizer........................................................................................................................... 171
Service Observing..................................................................................................................................... 172
Service Observing with Multiple Observers.............................................................................................. 173
Universal Call ID....................................................................................................................................... 174
Task A: Check ASAI interface before enabling UCID ....................................................................... 174
Task B: Set the communication server to create and send UCIDs................................................... 175
Task C: Enable UCID transmission on trunk groups........................................................................ 176
User-to-User Information transport for ISDN trunks.................................................................................. 177
User-to-User Information transport for SIP trunks..................................................................................... 179
Administering UUI transport for SIP trunks...................................................................................... 179
VDN in a Coverage Path........................................................................................................................... 180
VDN of Origin Announcement................................................................................................................... 180
VDN Return Destination............................................................................................................................ 181
VDN Time Zone Offset.............................................................................................................................. 181
Voice Response Integration...................................................................................................................... 182
VuStats...................................................................................................................................................... 182

Administering CC Elite 6.2 Features July 2012 7

 Agent Login ID screen for VuStats................................................................................................... 183
Attendant Console............................................................................................................................ 183
BCMS/VuStats Login ID................................................................................................................... 184
Feature-Related System-Parameters............................................................................................... 184
Hunt Group....................................................................................................................................... 185
Trunk Group..................................................................................................................................... 185
Station.............................................................................................................................................. 186
Vector Directory Number.................................................................................................................. 186
Zip Tone Burst for CallMaster® Endpoints................................................................................................ 186
Chapter 4: Administering the 96X1 SIP agent deskphones............................................ 187
Chapter 5: Time of Day Clock Synchronization............................................................... 189
TOD synchronization methods.................................................................................................................. 189
How to use NTP/SNTP to administer direct switch synchronization................................................ 189
How to use Avaya Site Administration to schedule synchronization tasks ....................................... 189
How to use NTP/SNTP to synchronize the switch to UTC time................................................................ 190
How to use Avaya Site Administration to set up a TOD synchronization schedule .................................. 190
Prerequisites for using Avaya Site Administration to set up a TOD synchronization schedule ........ 191
Things to know before you set up a synchronization schedule........................................................ 191
How to design a TOD clock synchronization schedule..................................................................... 194
Setting up a TOD synchronization task schedule in Avaya Site Administration ............................... 198
About NTP/SNTP and Internet Time Servers........................................................................................... 199
SNTP on switch platforms that support direct synchronization........................................................ 200
Platforms that synchronize through an Avaya Site Administration client computer .......................... 201
Setting up ACD offset times for CMS reporting......................................................................................... 201
Setting switch time zone offset values for CMS report times........................................................... 202
Chapter 6: Recorded announcements.............................................................................. 203
Recorded announcement types................................................................................................................ 204
Analog line types.............................................................................................................................. 204
DS1 types......................................................................................................................................... 205
Auxiliary trunk types......................................................................................................................... 205
Integrated types................................................................................................................................ 206
When to use recorded announcements.................................................................................................... 207
About barge-in........................................................................................................................................... 207
Barge-in operational details.............................................................................................................. 207
Nonbarge-in operational details....................................................................................................... 208
Integrated and externally recorded announcements................................................................................. 208
How to record announcements................................................................................................................. 209
Announcement recording................................................................................................................. 209
About announcement sessions........................................................................................................ 210
Recording the announcement.......................................................................................................... 210
Stop recording the announcement................................................................................................... 211
Playing back the announcement...................................................................................................... 211
Deleting the announcement............................................................................................................. 212
Recorded announcements for ACD and other call center features.......................................................... 212
Recorded announcements and automatic wakeup.......................................................................... 212
Locally sourced music and announcements............................................................................................. 213
Definitions......................................................................................................................................... 213

8 Administering CC Elite 6.2 Features July 2012

 About locally sourced music and announcements........................................................................... 213
About audio groups.......................................................................................................................... 213
How the algorithm determines the most local source of an audio group.......................................... 214
Capabilities of locally sourced music and announcements.............................................................. 214
Chapter 7: Administering VRUs/IVRs as station ports.................................................... 217
Administering C and D tones for a VRU port............................................................................................ 218
Glossary............................................................................................................................... 219
Index..................................................................................................................................... 233

Administering CC Elite 6.2 Features July 2012 9

10 Administering CC Elite 6.2 Features July 2012
Chapter 1: Introduction

Purpose
The document contains a per screen reference to the Call Center Elite features. The document
also contains references to administer the following:
• Automatic Call Distribution (ACD) features.
• Best Service Routing (BSR) polling over IP without the bearer channel.
• Recorded announcements.
• Time of Day (TOD) clock synchronization feature.
• Voice Response Units (VRUs) or Interactive Voice Response (IVRs) as station ports.

Other Call Center Elite documents

• Avaya Aura® Call Center Elite Overview and Specification: Contains the salient features
of Call Center Elite and information about capacity, performance, compatibility, dial plan,
and security features.
• Planning an Avaya Aura ® Call Center Elite Implementation: Contains information about
setting up and converting a call center to Expert Agent Selection (EAS).
• Programming Call Vectoring Features in Avaya Aura ® Call Center Elite: Contains
information about writing, using, and troubleshooting vectors.
• Avaya Aura ® Call Center Elite Feature Reference: Contains information about the ACD
features and the Call Vectoring features.

Administering CC Elite 6.2 Features July 2012 11

Introduction

Related resources
• Avaya Communication Manager Call Center Software Basic Call Management System
(BCMS) Operations: Contains information about the BCMS feature for ACD reporting.
• Avaya Call Management System Administration: Contains information about
administering the ACD features using Avaya CMS Supervisor.
• Avaya Aura ® Communication Manager System Capacities Table: Contains information
about the offer-defined capacities for various Avaya Aura® server platforms.
You can find the latest copies of the Call Center Elite documentation and the related documents
on the Avaya Support website at http://www.avaya.com/support.

Avaya Mentor videos

Avaya Mentor is an Avaya-run channel on YouTube that includes technical content on how to
install, configure, and troubleshoot Avaya products.
Visit http://www.youtube.com/AvayaMentor.
Enter a key word or key words in the Search channel to search for a specific product or topic.
Click the name of a playlist to scroll though the posted videos.

Support
Visit the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. On the Avaya Support website at
http://support.avaya.com, search for notices, release notes, downloads, user guides, and
resolutions to issues. Use the Web service request system to create a service request. Chat
with live agents to help answer questions. If an issue requires additional expertise, agents can
quickly connect you to a support team.

Warranty
Avaya provides a 90-day limited warranty on Call Center Elite. To understand the terms of the
limited warranty, see the sales agreement or other applicable documentation. In addition, the
standard warranty of Avaya and the details regarding support for Call Center Elite in the
warranty period is available on the Avaya Support website at http:// www.avaya.com/support
under Help & Policies > Policies & Legal > Maintenance and Warranty Information. See
also Help & Policies > Policies & Legal > License Terms.

12 Administering CC Elite 6.2 Features July 2012

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Chapter 2: Call Center Elite screens

Agent LoginID screen

Use the Agent LoginID screen to add or change agent log-in IDs and skill assignment for Expert
Agent Selection (EAS).
Note:
If you add or change skills, the agent must log in again for the changes to take effect.

Agent LoginID administration commands

Use the following commands to administer agent log-in IDs on the Agent LoginID screen.

Command Parameter Qualifier

name
add agent-loginid xxxxx or next

duplicate agent-loginid xxxxx [start nnn] [count x]

remove agent-loginid xxxxx

list agent-loginid staffed [name] [AAS y or n]. To view AAS, enter y.

unstaffed [name] [AAS y or n]
xxxx is the extension
nnn is the extension number from where the number sequence of the duplicate agent log-
in ID begins
[ ] indicates that the qualifier is optional

Administering CC Elite 6.2 Features July 2012 13

Call Center Elite screens

Agent LoginID field descriptions

Field name Description

AAS To use the extension as a port for an Auto
Available Split/Skill (AAS), enter y. The
default is n for no.

Important:
If you set the AAS field to y, the system
clears the password. You must then
execute the remove agent-
loginid command. To set AAS to n,
remove and add the agent again.
Use the field for communication server
adjunct equipment ports only, not for human
agents.
ACW Agent Considered Idle To include agents who are in the After Call
Work (ACW) work mode in the Most-Idle
Agent (MIA) queue, enter y. ACW is counted
as idle time. To exclude ACW agents from the
queue, enter n. Valid entries are system
(default), n, and y.

AUDIX To use the extension as a port for Audio

Information Exchange (AUDIX), enter y. The
default is n for no.

Note:
Do not set both AAS and AUDIX fields to
y.
AUDIX Name for Messaging Perform one of the following actions:
• Enter the name of the messaging system
used for Leave Word Calling (LWC)
Reception.
• Enter the name of the messaging system
that provides coverage for this Agent
LoginID.
• Leave blank (default).

Auto-Answer When using EAS, the agent setting applies

to the station where the agent logs in. If the
setting for that station is different, the agent
setting overrides the station setting.

14 Administering CC Elite 6.2 Features July 2012

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 Agent LoginID screen

Field name Description

The following are the valid entries:
• all: Immediately sends all ACD and non-
ACD calls to the agent. You can use the
ringer-off button to prevent the ring if the
Allow Ringer-off with Auto-Answer field
is set to y.
• acd: Only ACD calls and Direct Agent
(DA) calls are sent to the agent.
• none: The default is none.
• station: Use the auto-answer setting on
the Station screen even when the agent is
logged in to the station.

Aux Work Reason Code Type Determines how agents enter reason codes
when entering the Aux Work mode.
• system: Default. Settings assigned on
the Feature-Related System Parameters
screen apply.
• none: An agent does not enter a reason
code when entering the Aux Work mode.
• requested: An agent is requested, not
forced, to enter a reason code when
entering the Aux Work mode. To enter this
value, set the Reason Codes and EAS
fields on the Call Center page of the
System-Parameter Customer-Options
screen to y.
• forced: An agent must enter a reason
code when entering the Aux Work mode.
To enter this value, set the Reason Codes
and EAS on the Call Center page of the
System-Parameter Customer-Options
screen to y.

Call Handling Preference The options are skill-level,

greatest-need, and percent-
allocation. The default is skill-
level. When calls are in queue and an
agent becomes available, skill-level delivers
the oldest, highest priority call waiting for the
agent’s highest level skill. Greatest-need
delivers the oldest, highest priority call
waiting for any of the assigned skills. Percent
allocation delivers a call from the skill that will

Administering CC Elite 6.2 Features July 2012 15

Call Center Elite screens

Field name Description

otherwise deviate most from its administered
allocation. Percent Allocation is applicable
only when you enable Avaya Business
Advocate.
COR Enter the Class of Restriction (COR) for the
agent. Valid entries are 0 to 995. The default
is 1.

Coverage Path Enter the number of the coverage path used

by calls to the login ID. Valid entries are a
path number between 1-999, time of day
table t1-t999 or blank. The default is
blank. The coverage path is used when the
agent is logged out, that is, not staffed, busy,
or does not answer.
Direct Agent Calls First This field replaces the Service Objective
field when percent-allocation is entered in
the Call Handling Preference field. Enter y
if you want direct agent calls to override the
percent-allocation call selection method and
be delivered before other ACD calls. Enter n
if you want direct agent calls to be treated like
other ACD calls.
Direct Agent Skill Enter the number of the skill used to handle
direct agent calls. Valid entries are
1-8000, or blank (default).
Forced Agent Logout Time Enables the Forced Agent Logout by Clock
Time feature by administering a time of day
to automatically log out agents using an hour
and minute field. Valid entries for the hour
field are 01-23. Valid entries for the minute
field are 00, 15, 30, and 45. The default is
blank.
Local Call Preference You can administer the Local Preference
Distribution feature to handle agent-surplus
conditions, call-surplus conditions, or both.
Use this field to administer call-surplus
conditions. To set up an algorithm for agent-
surplus conditions, set the Local Agent
Preference field on the Hunt Group screen.
Valid entries are y or n. The default is n. You
can set this field to y only if the Call Center
Release field is set to 3.0 or later and the
Multiple Locations Customer field is set to
y.

16 Administering CC Elite 6.2 Features July 2012

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 Agent LoginID screen

Field name Description

Login ID Display-only field. Contains the identifier for
the Logical Agent as entered on the
command line.
LoginID for ISDN/SIP Display To include the Agent LoginID Calling Party
Number (CPN) and Name fields in ISDN and
SIP messaging over network facilities, enter
y. The default is n. If set to n, the physical
station extension CPN and name is sent. The
Send Name on the ISDN Trunk Group screen
prevents sending the calling party name and
number if set to n and can prevent sending
it if set to restricted (r).
Logout Reason Code Type Determines how agents enter reason
codes.
• system: Settings assigned on the
Feature-Related System Parameters
screen apply. This is the default.
• none: An agent does not enter a reason
code when logging out.
• requested: An agent is requested, not
forced, to enter a reason code when
logging out. To select the field value, set
the Reason Codes and EAS fields on the
System-Parameters Customer-Options
screen to y.
• forced: An agent must enter a reason
code when logging out. To set the field
value, set the Reason Codes and EAS
fields on the System-Parameters
Customer-Options screen to y.

LWC Reception Valid LWC entries are audix, msa, spe,

and none. The default is spe.

Maximum time agent in ACW before • system: This is the default. Settings
logout (sec) assigned on the Feature-Related System
Parameters screen apply.
• none: ACW time out does not apply to the
agent.
• 30-9999 sec: Indicates a specific time
out period. This setting takes precedence
over the system setting for maximum time
in ACW.
For more information, see “Administering
Forced Agent Logout from ACW mode” in the

Administering CC Elite 6.2 Features July 2012 17

Call Center Elite screens

Field name Description

Avaya Aura ® Call Center Elite Feature
Reference document.
Messaging Server Name for Messaging Perform one of the following actions:
• Enter the name of the messaging server
used for LWC reception
• Enter the name of the messaging server
that provides coverage for the agent login
ID
• blank: This is the default.

MIA Across Skills Enter y to remove an agent from the MIA

queue for all the splits/skills or hunt groups
that the agent is available in when the agent
answers a call from any of the agent splits/
skills or hunt groups.
Valid entries are system, n, and y. The
default is system.

Name Enter up to a 27-character string naming the

agent. Any alphanumeric character is valid.
The default is blank.

Percent Allocation (PA) If the Call Handling Preference is

percent-allocation, you must enter
a percentage for each agent skill. Enter a
number between 1-100 for each skill. Your
entries for all the agent skills must add up to
100 percent. Do not use target percent
allocations for reserve skills.
Password Applicable only if both the AAS and AUDIX
fields are set to n. Enter up to nine digits as
the password the agent must enter upon
login. Valid entries are the digits 0 through 9.
Enter the minimum number of digits in this
field specified by the Minimum Agent-
LoginID Password Length field on the
Feature-Related System Parameters
screen. The default is blank.

Password (enter again) Applicable only if both the AAS and AUDIX
fields are set to n. Reenter the password in
the Password field. The default is blank.

Port Extension Applicable only if either the AAS or AUDIX

field is y. Enter the assigned extension for
the AAS or AUDIX port. This extension

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 Agent LoginID screen

Field name Description

cannot be a VDN or an agent login ID. The
default is blank.

Reserve Level (RL) Enter the reserve level to be assigned to the

agent for the skill with the Business Advocate
Service Level Supervisor feature or the type
of interruption with the Interruptible Aux Work
feature. You can assign a reserve level of 1
or 2, or an interruptible level of a, m, or n
where a=Auto-In-Interrupt, m=Manual-In-
Interrupt, and n = Notify-Interrupt. For no
reserve or interruptible level, leave the field
blank. Changes to this field take effect the
next time the agent logs in.
You can use the values 1 or 2 only if
Business Advocate is set to y. A skill level
cannot be assigned with just a reserve level
setting. RL set to 1 or 2 defines the Expected
Wait Time (EWT) threshold level for the
agent to be added to the assigned skill as a
reserve agent. When the EWT for this skill
reaches the corresponding threshold set on
the Hunt Group screen, the system
automatically adds the this skill to logged-in
agent skills. The system delivers calls from
this skill to the agent until the skill EWT drops
below the assigned overload threshold for
that level or if Oldest Call Waiting (OCW) is
used as threshold.
Use the Interruptible Aux feature when the
service level target is not being met.
For more information on Interruptible Aux,
see “Interruptible Aux Work” in the Avaya
Aura® Call Center Elite Feature Reference
document.
Security Code Enter the 4-digit security code or password
for the Demand Print Messages feature. This
default is blank).
Service Objective Applicable only when the Call Handling
Preference is greatest-need or
skill-level. Enter y or n in this field.
Administer Service Objective on the Hunt
Group and the Agent LoginID screens. The
communication server selects the arriving
ACD calls for staffed agents according to the
ratio of Predicted Wait Time (PWT) or

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Call Center Elite screens

Field name Description

Current Wait Time (CWT) and the
administered service objective for the skill.
Skill Number (SN) Enter the skill hunt groups that the agent
must handle. The same skill cannot be
entered twice. The following are the valid
entries:
• If Expert Agent Selection - Preference
Handling Distribution (EAS-PHD) is not
set to y, enter up to four skills.
• If EAS-PHD is set to y, enter up to 60 or
120 skills.

Important:
Assigning a large number of skills to
agents can potentially impact system
performance. Review system designs
with the Avaya Sales Factory when a
significant number of agents have
greater than 60 skills per agent.

Skill Level (SL) Enter a skill level for each skill assigned to an
agent. If EAS-PHD is not set to y, only two
priority levels are available. If EAS-PHD is
set to y, 16 priority levels are available.

TN Enter the Tenant Partition number. Valid

entries are 1-100. The default is 1.

List Agent-LoginID field descriptions

The following fields appear on the List Agent LoginID screen. All these fields are display-only:

Field name Description

Name Displays the name administered for the
agent.
AAS/AUD This field is y if the login ID is assigned as an
auto-available split/skill or an AUDIX port.
Agt Pr Displays the call handling preference
assigned to a loginID.
Dir Agt Displays the entry in the Direct Agent Skill
field.

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 BCMS/VuStats Login ID screen

Field name Description

Extension Displays the physical extension at which the
agent is currently logged in. The field is blank
if the agent is not logged in.
Skl/Lv Displays the skills and skill level assigned to
an agent.
COR Displays the administered Class of
Restriction (COR) for a login ID.
SO Displays the entry in the Service Objective
field.

BCMS/VuStats Login ID screen

You must administer the BCMS/VuStats Login ID screen, if:
• EAS is set to n.
• The BCMS/VuStats Login ID field on the Feature-Related System Parameters screen
is set to y. This field is located in the Call Management System section of the screen.
Entering an agent name is optional. If you do not enter an agent name, you will receive the
following data from BCMS or VuStats:
ID xxxxxxxxx, where xxxxxxxxx is an agent login ID.

Important:
Only agents using administered log-in IDs can successfully log in to a split or skill that is
measured by BCMS.

BCMS/VuStats Login ID administration commands

Use the following administration commands to administer the BCMS/VuStats Login ID
screen.

Command Parameter Qualifier

name
add bcms-vustats loginIDs No qualifier

change bcms-vustats loginIDs [login ID]

display bcms-vustats loginIDs [login ID]

list bcms-vustats loginIDs [login ID] count X

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Call Center Elite screens

BCMS/VuStats field descriptions

Field name Description

Login ID • Ensure the log-in ID is of the same length
as the ACD Login Identification Length
field that is specified on the Feature-
Related System Parameters screen. If the
length does not match, the system displays
an error message and places the cursor on
the incorrect field.
• If you change the administered log-in
length to a different value, the system
changes the allowed length for all other IDs
entered on the screen. If you do not adjust
the log-in lengths, agents cannot log in.
Change the ACD log-in identification
length to fit the existing logins or change
the logins to match the ACD log-in
identification length.
• If you enter a duplicate log-in ID, the
system displays an error message and
places the cursor on the duplicated field.

Name A name associated with the log-in ID. This is

an optional field.

Implementation notes for BCMS/VuStats Login ID administration

The screen displays only two pages at a time. This is equivalent to 64 login IDs. If you want to
add log-in IDs, you can enter two pages and re-execute the command to fill another two pages.
When you change or display login IDs, the system displays two pages of log-in IDs beginning
with the ID you specify. If you do not specify a log-in ID, the display begins with the first log-in
ID. The list command lists all log-in IDs which can run to 63 pages.

Best Service Routing Application Plan screen

Use the Best Service Routing Application Plan screen to identify the remote locations used in
each BSR application.

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 Best Service Routing Application Plan screen

BSR Application Plan administration commands

Use the following administration commands to administer the BSR Application Plan screen.

Command Parameter Qualifier

name
add best-service-routing xxx (application number) or ‘next’

change best-service-routing xxx (application number)

display best-service-routing xxx (application number)

remove best-service-routing xxx (application number)

list best-service-routing No qualifier required. The command simply

lists all the administered BSR applications.
[ ] indicates that the qualifier is optional. Single quotes (’ ’) indicate that you must enter the
text inside the quote exactly as shown. You can also enter an abbreviated screen of the
word.

Note:
If you execute remove best-service-routing against a BSR application table with no
name assigned, the system generates an error Identifier not assigned message.
To resolve the problem, name the table and use the remove best-service-routing
command again.

BSR Application Plan field descriptions

Field name Description

Interflow VDN Enter the routing number including the dial
access code your communication server
uses to access the Interflow Vector Directory
Number (VDN) at the remote location. Valid
entries can be up to 16 characters long and
contain the following characters:
• 0-9
• * or #
• p (pause)
• w/W (wait)
• m (mark)
• s (suppress)

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Call Center Elite screens

Field name Description

Location Name Give each location a name with up to 15
characters.
Lock To prevent Communication Manager from
sending the information to CMS, enter y. To
allow Communication Manager to send the
information to CMS, enter n.

Maximum Suppression Time Enter the maximum poll suppression time in

seconds from 0-60. This value applies
when a subsequent Call Vector consider
command replaces a location as the best.
For example, if the poll suppression time is
set to 30 seconds, the remote location
polling is suppressed for up to 30 seconds.
Name Give the application plan a name with up to
15 characters.
Net Redir For network call redirection, enter y. The
default is n.

Num Enter the location number. Location numbers

are identifiers and therefore do not have to
be in a sequential order. For example, you
can assign locations with the identifiers 1, 3,
14 and 89 to one application plan.
Number Verify the identifying number of the plan you
are working with. This display-only field is
numbered from 1 to 255 or 511, depending
on the server type driving
yourCommunication Manager.
Status Poll VDN Enter the routing number including the dial
access code your communication server
uses to access the Status Poll VDN at the
remote location. Valid entries can be up to 16
characters long and contain the following
characters:
• 0-9
• * or #
• p (pause)
• w/W (wait)
• m (mark)
• s (suppress)

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 Call Vector screen

Field name Description

Switch Node (Optional) Enter the UCID Network Node ID
for each communication server if you are
using Universal Call ID. The range of Valid
Network Node IDs is from 1-32,767.

Single-site BSR
Administer Single-site BSR on the following screens.

Screen name Field name

System-Parameters • G3 Version
Customer-Options
• Vectoring (G3V4 Advanced Routing)
• Vectoring (Best Service Routing)

Feature-Related System Adjunct CMS Release

Parameters
ISDN Numbering - Public/ • Ext Len
Unknown
• Ext Code
• CPN Prefix

Vector Directory Number BSR Available Agent Strategy

(VDN)
Call Vector Complete a screen for each vector that uses BSR

Call Vector screen

You can use the Call Vector screen to program a series of commands that specify how to handle
calls directed to a VDN.

Note:
For more information, see “Call Vector screen basic administration” in the Programming Call
Vectoring Features in Avaya Aura ® Call Center Elite document.

Call Vector administration commands

Use the following commands to administer the Call Vector screen.

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Call Center Elite screens

Command
Parameter Qualifier
name
change vector 1-MAX

display vector 1-MAX [’print’ or ’schedule’]

list vector 1-MAX [‘count’ 1-MAX] [’print’ or ’schedule’]

Important:
Do not change a call vector while the vector is processing a call. You can add a new vector
using the Call Vector screen and use the Vector Directory Number screen to point an existing
VDN to the new vector.

Call Vector field descriptions

Field name Description

3.0 Enhanced Display-only field. Applicable only if
Vectoring (3.0 Enhanced) is set to y on the
Call Center page of the System-Parameters
Customer-Options screen.
ANI/II-Digits Display-only field. Indicates whether you can
use Automatic Number Identification (ANI)
and Information Indicator (II) Digits Vector
Routing Commands. For ANI/II-Digits
Routing, set the G3V4 Enhanced field to y.
Calling Line Identification (CLID) also follows
ANI rules.
ASAI Routing Display-only field. Indicates whether or not
the CallVisor/Adjunct Switch
Applications Interface (ASAI) Routing
field is enabled on the Call Center page of
the System-Parameters Customer-Options
screen. Valid values are y and n.

Attendant Vectoring Applicable only when you enable Attendant

Vectoring. Valid entries are y and n, where
n is the default setting. If the Basic
Vectoring and Vector Prompting fields are
both set to n, the default setting of the
Attendant Vectoring field is y, and you
cannot change the field setting.
To associate VDNs and vectors for Attendant
Vectoring, use the fields on both the VDN and
the Call Vector screens to enable Attendant
Vectoring. When you indicate Attendant

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 Call Vector screen

Field name Description

Vectoring for VDNs and vectors, all call
center-related fields, such as Skills and
BSR, are removed.
Basic Display-only field. Indicates whether the
Vectoring (Basic) field is enabled on the
Call Center page of the System-Parameters
Customer-Options screen. Valid values are
y and n.
BSR A y in this display-only field indicates that the
Vectoring (Best Service Routing) field is
enabled on the Call Center page of the
System-Parameters Customer-Options
screen. You can use BSR commands and
command elements in your vectors. An n
indicates that the BSR is not enabled.
CINFO Display-only field. Indicates if the Vectoring
(CINFO) field is enabled on the Call Center
page of the System-Parameters Customer-
Options screen. Valid values are y or n.
CINFO is the acronym for Customer
Information Forwarding.
EAS Display-only field. Indicates if the Expert
Agent Selection field is enabled on the Call
Center page of the System-Parameters
Customer-Options screen. Valid values are y
or n.
When EAS is enabled, the help messages
and error messages associated with the
screen reflect a terminology change from
split to skill. In addition, the vector commands
entered are affected by the terminology
change. For example, check backup
split becomes check backup
skill.
G3V4 Adv Route Display-only field. Indicates whether you can
use the G3V4 Advanced Vector Routing
commands.
G3V4 Enhanced Display-only field. Indicates whether you can
use the G3V4 Enhanced Vector Routing
commands and features.
Holidays Display-only field. The system sets the value
of the Holidays field to y if you set the
Holiday Vectoring field to y on the System-
Parameters Customer-Options screen.

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Call Center Elite screens

Field name Description

LAI Display-only field. Indicates if Look-Ahead
Interflow is enabled.
Lines 01 through 99 Enter vector commands as required, up to
the maximum allowed in your configuration.
Valid entries are adjunct,
announcement, busy, check,
collect, consider, converse-on,
disconnect, goto, messaging,
queue-to, reply-best, route-to,
stop, wait-time. The default is blank.
Lock Controls the access to the vector from CMS
or Visual Vectors. Valid entries are y and n
(default). Enter n to allow CMS and Visual
Vectors users to administer the vector from
their client programs. Enter y to prevent
CMS and Visual Vector users from
administering the vector. To display and
administer locked vectors, use the System
Administration Terminal (SAT) or a terminal
emulator.

Note:
Always lock vectors that contain secure
information such as access codes.
Meet-me Conf Applicable only when you enable Meet-me
Conference. Valid entries are y and n.

Multimedia Indicates whether the vector must receive

early answer treatment for multimedia calls.
The field is applicable only if you enable
Multimedia Call Handling. To receive
multimedia calls, set this field to y. Valid
values are y or n (default). If this value is y,
the call is answered at the start of vector
processing and billing for the call starts at the
same time.
Name Enter up to 27 alphanumeric characters to
represent the vector name. This is an
optional field. The default is blank.
Number Display-only field. You can access the screen
using a change administration or a
display administration
command.
Prompting Display-only field. Indicates whether the
Vectoring (Prompting) field is enabled on

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 Duplicate Vector screen

Field name Description

the Call Center page of the System-
Parameters Customer-Options screen. Valid
values are y or n.

Variables Display-only field. Applicable only if

Vectoring (Variables) is set to y on the Call
Center page of the System-Parameters
Customer-Options screen.

Duplicate Vector screen

Use the duplicate vector command to duplicate vectors from an existing vector. You can
configure one vector as a template and can reuse the template when creating similar
vectors.

Duplicate Vector administration command

Use the following command to access the Duplicate Vector screen.

Command name Parameter Qualifier

duplicate vector master_vector [start nnnn]
[count xx]

duplicate vector Use the command to create up to 16 duplicate vectors.

master_vector Is the number of the vector to be duplicated or to be used as a

template.

[start nnnn] Specifies the first vector number to be used as a duplicate. The
parameter is optional. If you do not specify a start number, the first
available vector after the master vector number is selected. Only one
vector is selected.

[count xx] Specifies the number of duplicates to be created from the master
vector. You can enter a number from 1 to 16. The parameter is optional.
If you do not specify a count number, the first available vector after the
master vector is selected. Only one vector is selected.

Example
The following example creates vectors 202, 203, and 204 as exact duplicates of vector 5.
duplicate vector 5 start 202 count 3

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Call Center Elite screens

Duplicate Vector field descriptions

Field name Description

Count Displays the number of duplicates created
from the master vector.
More Displays an asterisk (*) if there is at least one
more VDN assigned to the same vector. For
example, if the system displays 5555
displays in the VDN Assigned to field and
an asterisk (*) appears in the More field, this
means that the master vector you selected is
already assigned to VDN 5555 as well as to
other VDNs.
Name Displays the vector name if the vectors have
an assigned name. You can assign names to
the duplicated vectors, but not steps. You
can edit the vector name for any of the
duplicated vectors.
If you specify a used or out of range vector
number, an error message is displayed. You
cannot move to the next field until you enter
an unused number.

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 Feature-Related System Parameters screen

Field name Description

VDN Assigned to Displays the VDN if you assign a VDN to the
master vector.
Vector Displays the vector number of the master
vector and each new vector being created
from the master.

Feature-Related System Parameters screen

Call Center System Parameters

You can find the Call Center system parameters on the Feature-Related System Parameters
screen.
For more information on the rest of the parameters on the Feature-Related System Parameters
screen, see the Administering Avaya Aura ® Communication Manager Screen Reference
document.

System parameters administration commands

Use the following commands to administer the call center system parameters.

Command name Parameter Qualifier

change system-parameters features

display

EAS field descriptions

Field name Description

Direct Agent Announcement Extension Enter the extension of the direct agent
Associated field: Delay announcement.
Delay is the number of seconds the caller
hears ringback before the calling party hears
a direct agent announcement.

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Call Center Elite screens

Field name Description

Note:
This field is available only if Expert Agent
Selection or ASAI Link Core
Capabilities are set to y.
• 0–99: Enter the number of seconds for call
delay.
• blank: Leave the field blank for no
delay.

Expert Agent Selection (EAS) Set the field to y only if ACD or vectoring hunt
groups exist, or if the existing ACD or
vectoring hunt groups are skill-based.
Message Waiting Lamp Indicates Status Available only if Expert Agent Selection is
For set to y.
• station: The message waiting lamp on
a phone indicates the message is for the
phone extension.
• loginID: The message waiting lamp on
a phone indicates the message is for the
agent login ID.

Note:
Setting the Message Lamp Ext field on
the station to an extension other than the
station default overrides the agent login ID
system option for the station. The lamp
does not track the logged-in agent.
Minimum Agent-LoginID Password The minimum number of digits that you must
Length administer as the login ID password of an
EAS agent. The field accepts up to nine digits
and is available only if you set the Expert
Agent Selection field to y.

Vectoring field descriptions

Field name Description

Available Agent Adjustments for BSR The available agent strategy determines how
BSR identifies the best split to service a call
in an agent surplus situation.

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 Feature-Related System Parameters screen

Field name Description

Use this field to allow or deny BSR
adjustments to available agents. The field is
available only if Vectoring (Best Service
Routing) is enabled on the Call Center
pages of the System-Parameters Customer-
Options screen.
•y
•n

BSR Tie Strategy Use the field to allow or deny BSR

adjustments to available agents. The field is
available only if you enable Vectoring (Best
Service Routing) on the Call Center pages
of the System-Parameters Customer-
Options screen.
• 1st-found: BSR uses the first selection
for routing. This is the default value.
• alternate: Use this setting to allow
alternating the BSR selection algorithm
when a tie in EWT or available agent
criteria occurs. Every other time a tie
occurs for calls from the same active VDN,
the selection from the consider step
with the tie is used instead of the first
selected split or skill, or location to send the
call. This helps balance routing over the
selected local splits or skills and remote
locations when cost of remote routing is not
a concern.

Converse First Data Delay Use the field to allow or deny BSR
adjustments to available agents. The field is
available only if you enable Vectoring (Best
Service Routing) on the Call Center pages
of the System-Parameters Customer-
Options screen.
• 0 to 9: The number of seconds data is
prevented from being outpulsed as a result
of a converse vector step from the
system to Avaya IR before IR is ready. The
delay commences when the IR port
answers the call.

Converse Second Data Delay Use the field to allow or deny BSR
adjustments to available agents. The field is
available only if you enable Vectoring (Best
Service Routing) on the Call Center pages

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Call Center Elite screens

Field name Description

of the System-Parameters Customer-
Options screen.
• 0 to 9: Number of seconds used when
two groups of digits are being outpulsed,
as a result of a converse vector step,
from the system to Avaya IR. Prevents the
second set from being outpulsed before IR
is ready. The delay commences when the
first group of digits has been outpulsed.

Converse Signaling Pause The length of the delay in milliseconds

between the digits being passed. The
optimum timer settings for Avaya IR are 60
msec tone and 60 msec pause.
This field is available only if Vectoring
(Basic) and DTMF Feedback Signals for
VRU are enabled on the Call Center pages
of the System-Parameters Customer-
Options screen.
• 40 to 2550 (increments by
10): Values are rounded up or down
depending upon the type of circuit pack
used to outpulse the digits.
- TN742B or later suffix analog board:
Rounds up or down to the nearest 25
msecs. For example, a 130 msecs tone
rounds down to 125 msecs, a 70 msecs
pause rounds up to 75 msecs for a total
of 200 msecs per tone.
- TN464F, TN767E, or later suffix DS1
boards: Rounds up to the nearest 20
msecs. For example, a 130–msecs tone
rounds up to 140 msecs, a 70–msecs
pause rounds up to 80 msecs for a total
of 220 msecs per tone. If you use a circuit
pack for end-to-end signaling to IR and
then to send digits to a different
destination, IR timers can stay in effect.
To reset the timers to the system default,
pull and reset the circuit pack.

Interflow-qpos EWT Threshold Number of seconds for this threshold. Any

calls predicted to be answered before this
threshold are not interflowed, thereby saving
CPU resources.
Available only if the Lookahead Interflow
(LAI) is enabled on the Call Center pages of

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 Feature-Related System Parameters screen

Field name Description

the System-Parameters Customer-Options
screen.
• 0 to 9
• blank

Prompting Timeout (secs) The number of seconds before the

Collect Digits command times out for
callers using rotary dialing.
Available only if the Vectoring (Prompting)
is enabled on the Call Center pages of the
System-Parameters Customer-Options
screen.
• 4 to 10 (increments by 1)

Reverse Star/Pound Digit for Collect Step The asterisk (*) is interpreted as a caller end-
of-dialing indicator and the pound (#) sign is
an indicator to clear all digits previously
entered by the caller for the current
collect vector step.
• y: Reverses the star and pound digits for
the collect vector step. This does not
affect any other vector step or other non-
ACD feature such as ARS.
• n: The asterisk (*) and the pound (#) sign
digit-processing is unchanged.

Store VDN Name in Station’s Local Call Use the field to enable or disable message
Log transmission from Communication Manager
telling the phone to store the VDN name or
the calling party name in the station call log
for any of the following telephones:
• 2420
• 4610
• 4620
• 4625
• 9608CC H.323
• 9611CC H.323
• 9621CC H.323
• 9641CC H.323

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Call Center Elite screens

Service Observing field descriptions

Field name Description

Allow Two Observers in Same Call • y: Two service observers can monitor the
same EAS Agent LoginID or station
extension and up to two service observers
can be on the same two-party call or in a
conference call having more than two
parties.
• n: Only one service observer can monitor
the EAS Agent LoginID or station
extension.

Service Observing: Warning Tone Use the field to enable or disable a warning
tone that phone users and calling parties can
hear whenever a supervisor monitors the
calls using the Service Observing feature.
The field is available only if you enable
Service Observing (Basic) on the Call
Center pages of the System-Parameters
Customer-Options screen.
•y
•n

Warning:
The use of Service Observing features is
subject to federal, state, or local laws,
rules or regulations — or requires the
consent of one or both the parties to the
conversation. Customers must familiarize
themselves and comply with all applicable
laws, rules and regulations before using
the features.
Service Observing: Conference Tone Use the field to enable or disable a
conference tone that the phone users and
calling parties can hear whenever a
supervisor monitors the calls using the
Service Observing feature. The field is
available only if you enable Service
Observing (Basic) on the Call Center pages
of the System-Parameters Customer-
Options screen. The field is not available if
you administer a warning tone for Service
Observing.

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 Feature-Related System Parameters screen

Field name Description

Warning:
The use of Service Observing features is
subject to federal, state, or local laws,
rules or regulations — or requires the
consent of one or both the parties to the
conversation. Customers must familiarize
themselves and comply with all applicable
laws, rules and regulations before using
the features.
Service Observing/SSC Allowed with With Exclusion, multi-appearance phone
Exclusion users can prevent other users with the same
extension from bridging on to an existing
call.
• y: Set this value to allow Service
Observing or an ASAI Single Step
Conference (SSC) connection towards a
station with Exclusion active, either by
Class of Service (COS) or by manual
activation of Exclusion.
• n: Set this value to deny Service Observing
or an SSC connection towards a station
with Exclusion active. If an agent activates
Exclusion while being observed, all
bridged parties including the observer are
dropped. This is the default.

Agent and Call Selection field descriptions

Field name Description

ACW Agents Considered Idle • y: Includes agents who are in the After Call
Work (ACW) mode in the Most-Idle Agent
(MIA) queue. This means that ACW is
counted as idle time.
• n: Excludes ACW agents from the queue.

Auto Reserve Agents When the current service level of a critical

skill does not match its predetermined
service level, use auto-reserve to put agents
in standby to ensure that there is an available
agent when the next call arrives for the
critical skill. When an agent becomes
available, all the skills assigned to the agent

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Call Center Elite screens

Field name Description

are checked to determine if any auto-reserve
skills are not meeting their target service
level. If so, the agent is made available only
in the critical skills.
• all: Use this setting to put an agent on
standby for all skills.
• none: Use this setting if you do not want
an agent on standby for any additional
skills.
• secondary-only: Use this setting to
put an agent on standby only for secondary
skills.

Block Hang-up by Logged-in Auto- Prevents an agent in the auto-answer mode

Answer Agents from accidently logging out or dropping an
active call.
You can set the field to y on page 12 of the
Feature-Related System Parameters
screen. The default setting for the field is n.
Before you change the field settings, verify if
the Auto Answer field is administered on
either the Agent LoginID screen or the
Station screen.

Note:
The Block Hang-up by Logged-In Auto
Answer Agents field is applicable only
when EAS is set to y.

Call Selection Measurement Determines how Communication Manager

selects a call for an agent when the agent
becomes available and there are calls in the
queue.
• current-wait-time: Selects the
oldest call waiting for any agent skill.
• predicted-wait-time: Uses the
time a call is predicted to wait in queue
instead of the time the call has already
waited. This field is applicable only if you
enable Business Advocate on the Call
Center page of the System-Parameter
Customer-Options screen.
Predicted Wait Time (PWT) is a feature of
Avaya Business Advocate and is the default
setting if Business Advocate is active. Both
CWT and PWT are mutually exclusive
settings applied system-wide. Since Avaya

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 Feature-Related System Parameters screen

Field name Description

Aura® Call Center, the marketing term for Call
Center Elite 6.x, includes Business
Advocate, plan your designs around the use
of PWT instead of CWT.
MIA Across Splits or Skills • y: Remove an agent from the Most Idle
Agent (MIA) queue for all the splits or skills
that the agent is available (idle) in when the
staffed agent answers a call from any of his
or her splits or skills.
• n: Keeps the agent in the MIA queue for
the other splits or skills when answering a
call from one of the assigned splits or skills.
This is set as default

Service Level Maximizer Algorithm Selects an alternative algorithm for selecting

agents and delivering calls in order to
maximize service level targets. This field is
available only if Service Level Maximizer is
enabled on the Call Center page of the
System-Parameter Customer-Options
screen.
• actual: The Actual Service Level (ASL)
is determined as a percentage on a hunt
group basis using the number of accepted
calls in the current interval divided by the
total calls in the current interval. A call is
counted as accepted if it is answered within
the target service level time period.
• weighted: The Weighted Service Level
(WSL) is based on a weighting calculation
that uses the difference between the target
time and the estimated wait time.

Service Level Supervisor Call Selection Determines whether Communication

Override Manager changes agent call handling
preferences when a skill using Service Level
Supervisor exceeds its Level 1 threshold.
This field is applicable only if you enable
Expert Agent Selection (EAS) and
Business Advocate on the Call Center

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Call Center Elite screens

Field name Description

page of the System-Parameter Customer-
Options screen.
• y: Overrides the normal call handling
preferences of a skill’s assigned agents in
this situation.
• n: Normal call handling preferences are in
effect when the skill exceeds its Level 1
threshold.

Call Management System field descriptions

Reporting Adjunct Release (determines protocol used by appl link)

Field name Description
CMS (appl mis) Specifies the release of the Call Management System (CMS)
reporting adjunct.
• R12: CMS R12 is connected to the mis1 and to the mis2
link for a second CMS. CMS R12 is not compatible with
Avaya IQ.
• R13: CMS R13 is connected to the mis1 link and to the
mis2 link for a second CMS. CMS R13 is not compatible
with Avaya IQ.
• R13.1: CMS R13.1 is connected to the mis1 link and to
the mis2 link for a second CMS. Reporting adjuncts CMS,
Avaya IQ, or both can be connected. CMS R13.1 is
compatible with Avaya IQ 4.0.
• R14: CMS R14 is connected to the mis1 link and to the
mis2 link for a second CMS. CMS R14 is compatible with
Avaya IQ 4.0.
• R14.1: CMS R14.1 is connected to the mis1 link and to
the mis2 link for a second CMS. CMS R14.1 is compatible
with Avaya IQ 4.0.
• R15/R16: CMS R15 or R16 is connected to the mis1 link.
Connection to the mis2 link for a second CMS is optional.
CMS R15 is compatible with Avaya IQ 5.0. R16 CMS and
later with CM 5.2.1 and later supports full Expanded Dial
Plan (EDP) without the Special Application (SA).

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 Feature-Related System Parameters screen

Reporting Adjunct Release (determines protocol used by appl link)

Field name Description

• R16.1/R16.x: CMS R16.1, R16.2, or R16.3 is

connected to the mis1 link. Connection to the mis2 link for
a second CMS is optional.
• blank: A CMS system is not connected. This is the
default.

Note:
You can administer the mis and ccr links on the Processor
Channel Assignment screen. You can assign a maximum
of two links of each type, that is, two mis links and two ccr
links totaling four reporting adjunct links.
If you enable the Special Application SA9090, you can
administer more than two links, that is, three or all four
links, as appl type “mis” (CMS). If you administer three
links as appl type “mis”, you can administer only one IQ
interface “ccr” link. If you administer all four links as appl
type “mis”, you cannot administer the IQ interface “ccr”
links since the maximum number of mis and ccr links is
four.
The 6.2 release also includes two SPI links of appl type
“wae” on the Processor Channel Assignment screen for
future use.
IQ (appl ccr) Specifies the release of the Avaya IQ reporting adjunct.
You must enable Expert Agent Selection (EAS) and
Universal Call ID (UCID) before establishing a connection
with Avaya IQ. Enter the release of the Avaya IQ system to
be connected to the ccr1 link, and to the ccr2 link for a second
Avaya IQ.
• 4.0
• 5.0
• 5.1/5.2/7.0
• blank

Note:
You can administer the mis and ccr links on the Processor
Channel Assignment screen. You can assign a maximum
of two links of each type, that is, two mis links and two ccr
links totaling four reporting adjunct links.
If you enable the Special Application SA9090, you can
administer more than two links, that is, three or all four
links, as appl type “mis” (CMS). If you administer three
links as appl type “mis”, you can administer only one IQ
interface “ccr” link. If you administer all four links as appl
type “mis”, you cannot administer the IQ interface “ccr”

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Call Center Elite screens

Reporting Adjunct Release (determines protocol used by appl link)

Field name Description
links since the maximum number of mis and ccr links is
four.
The 6.2 release also includes two SPI links of appl type
“wae” on the Processor Channel Assignment screen for
future use.

CMS release setting IQ release setting SPI language

R13.1 4.0 20
R14 4.0 21
R14.1 4.0 21
R15/R16 5.0 22
R16.1/R16.x 5.1/5.2/7.0 23

The values in the table are the allowed entry combinations for the CMS and IQ reporting adjunct
release fields. To use other combinations of CMS and IQ releases, select the lowest release
of one reporting adjunct, that is, either CMS or IQ. Enter the supported release for the other
reporting adjunct. Set the Communication Manager release on the respective reporting
adjuncts to the lowest release supported by the lowest release of the reporting adjunct. For
example to configure CMS R13.1 to be installed with IQ 5.1, set the CMS release field to R13.1
and the IQ release field to 4.0. On both reporting adjuncts, set the Communication Manager
release to 3.1, which is the lowest Communication Manager release supported by the lowest
reporting adjunct release.

Note:
For backward compatibility, set the Communication Manager release on CMS or Avaya IQ
to the latest Communication Manager release supported by the earlier release reporting
adjunct. To connect CMS and Avaya IQ to Communication Manager, coordinate the releases
of the two reporting adjuncts and the assignment of the Communication Manager release
on the adjuncts using the settings required to run the same link interface, that is, SPI
language.

Field name Description

ACD Login Identification Length The field is applicable only if Expert Agent
Selection (EAS) is not enabled and BCMS/
VuStats Login IDs are enabled on the
Feature-Related System Parameters
screen.
• 1 to 9: The number of digits for an ACD
agent login ID that identifies an ACD agent
to the Call Management System. This
number must equal the number of

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 Feature-Related System Parameters screen

Field name Description

characters in the agent login ID and cannot

be 0.

BCMS/VuStats Abandon Call Timer The number of seconds before calls are
treated as abandoned.
• 1 to 10: BCMS tracks calls with talk time
less than the specified number and calls
that are not held. VuStats display the calls
as ABAND calls.
• blank

BCMS/VuStats LoginIDs Use the field to enable or disable valid agent

login IDs to monitor call activity by an agent.
BCMS and VuStats login IDs are available in
addition to the EAS login IDs, if you enable
the EAS field. Both BCMS and CMS use the
same login ID for an agent.
•y
•n

BCMS/VuStats Measurement Interval Selects measurement intervals for polling

and reporting data. A maximum of 25 time
slots are available for measurement
intervals. The interval can be changed at any
time, but does not go into effect until the
current interval completes.
The field is applicable only if you enable
BCMS (Basic) or VuStats. If neither of the
fields is enabled and you enter a value in the
field, the system displays the Cannot be
used. Assign either BCMS or
VuStats first error message.
• half-hour: Half a day traffic information
is available for history reports.
• hour: If hour is specified, an entire day of
traffic information is available for history
reports.

Clear VuStats Shift Data • on-login: Clears shift data for an agent
when the agent logs in.
• at-midnight: Clears shift data for all
agents at midnight.

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Call Center Elite screens

Field name Description

Remove Inactive BCMS/VuStats Agents • y: Agent details are removed from the
report when the agents have no staff time
during the previous seven days.
• n: Agent details are present in the report
even if agents have no staff time during the
previous seven days.

Validate BCMS/VuStats LoginIDs • y: Allows entry of loginIDs administered for

BCMS.
• n: Allows entry of any ACD login of the
proper length.

Call Center Miscellaneous field descriptions

Field name Description

Agent/Caller Disconnect Tones Plays one of the two distinct disconnect
tones. With the tone, the supervisor can
identify if the caller or the agent disconnected
from an active incoming ACD or DAC call
first.
•y
• n: This is the default.

Note:
If an incoming trunk is measured, Call
Management System and Avaya IQ offer
reports that indicate which party hung up
first.
Allow Ringer-off with Auto-Answer Use the field to allow or deny permission to
an agent to use the ringer-off feature button
that prevents ringing on EAS auto-answer
calls.
•y
•n

Callr-info Display Timer (sec) Use the field for H.323 IP single-line display
phones to control the display duration of the

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 Feature-Related System Parameters screen

Field name Description

collected digits when the agent presses
callr-info to view the caller information.
• 3 to 60: The default value is 10
seconds.

Clear Callr-info Use the field to specify when Communication

Manager clears the collected digits from a
two-line display phone.
• leave-ACW: Communication Manager
clears the caller information when the
agent leaves the After Call Work (ACW)
mode.
• next-call: Communication Manager
clears the caller information when the
agent receives the next call. This is the
default.
• on-call-release: Communication
Manager clears the caller information
when the agent releases the call.

Interruptible Aux Deactivation Threshold Is the upper limited beyond which the
(%) Interruptible Aux feature is deactivated. Use
the field to specify the maximum percentage
level of service before the Interruptible Aux
feature is deactivated. Two separate
thresholds for activation and deactivation
ensure that the interruptibility state does not
bounce on and off due to minor changes in
agent availability or call arrivals.
• 50 to 100: The default is 95.
For instance, if the Service Level Target for
activation threshold is 75 percent and the
Deactivation Threshold is 70 percent, the
feature is deactivated when the Service
Level is at 82.5 percent. The Interruptible
Aux feature is activated if the service level
drops below 75 percent in the specified
number.
Interruptible Aux Notification Display Specifies the interruptible Aux notification
display message. The system displays this
message to an agent when the agent is being
interrupted.
• You are needed: This is the default
option. You can enter up to 30
alphanumeric characters.

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Call Center Elite screens

Field name Description

Interruptible Aux Notification Timer (sec) Specifies the number of seconds the
endpoint Interruptible Aux notifications, the
flashing lamp, display, or tone are on before
an auto-in- interrupt or manual-in-interrupt
agent is made available. This delay ensures
that an agent is not immediately made
available when the agent presses an
interruptible-aux button. The delay also
provides a brief period to an agent already in
the Interruptible Aux mode before the system
makes the agent automatically available.
• 1 to 9: Default is 3

PC Non-Predictive Reports Skill Use the field to administer a skill hunt group
for reporting associated with Avaya
Proactive Contact (PC) nonpredictive
switch-classified calls on a per-system basis.
Reports are generated as though the agent
were in the ACD-OUT state.
This field appears only if Reporting for PC
Non-Predictive Calls is set to y.
• 1 to 8000: Skill number

Reporting for PC Non-Predictive Calls Use the field to activate or deactivate

improved integration with Proactive Contact
outbound calling for nonswitch-classified
outbound calling. This feature improves Call
Management System (CMS) tracking for
switch-classified and nonswitch-classified,
that is, agent classified, outbound calls
placed by the Proactive Contact soft dialer
through ASAI. The default is n.
Zip Tone Burst for Callmaster Endpoints Use the field to apply only one burst auto-
answer zip tone for calls to ACD agents
instead of the two bursts that are applied by
default. This option applies to the zip tone for
ACD calls with station/agent ID auto-
answer set to acd and for the ICI or tweedle-
dee tone for auto-answer non-ACD calls with
the all setting.
• double: This is the default setting. Use
the setting to retain the existing operation
which applies two bursts of zip tone for
auto-answer ACD calls and two burst of ICI
or tweedle-dee tone for non-ACD auto-
answer calls to ACD agents when the

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 Feature-Related System Parameters screen

Field name Description

station set type is one of the CallMaster®

series.
• single: Use the setting to eliminate the
second burst of zip or ICI tone reducing the
time for an agent to start a conversation
with the caller, and the possibility of the
agent and the caller hearing an open mike
background noise between the first and
second tones. Use the setting with a
CallMaster® station type when the agent
can always hear the single burst auto-
answer to recognize that a call is being
delivered.

ASAI field descriptions

Field name Description

Call Classification After Answer Determines when the classifier is inserted in
Supervision the connection. For use with ASAI Outbound
Call Management (OCM).
• y: Forces the server on which
Communication Manager is running to rely
on the network to provide one of the
following classifications to the server:
answer, busy, or drop. After the agent
answers the call, you can add a call
classifier to perform answering machine,
modem, and voice answering detection.
• n: This is the default. Use the setting to
always connect a classifier after call setup
for determining call progress and answer.
ISDN progress messages generally take
precedence.
If you do not enable the field and no
classifiers are available during the
reservation phase, the call is dropped.
Copy ASAI UUI During Conference/ Copies the ASAI UUI data from the last-held
Transfer call to the new call. The new call results from
pressing the conference or transfer button.
ASAI UUI is available for display on the

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Call Center Elite screens

Field name Description

phone the call is conferenced with or
transferred to.
•y
•n

For ASAI Send DTMF Tone to Call • y: This is default. ASAI 3rd Party Send
Originator DTMF Digits feature lets all parties
including the originator hear the DTMF
tones.
• n: Does not send the DTMF tones to the
call originator.

Send Connect Event to ASAI For • y: Sends a connect event for an

Announcement Answer announcement step or an announcement
played for a collect digits step in
vectoring.
• n: Does not send an ASAI connect for
announcement played in vectoring. This is
the default.

Send UCID to ASAI Use the field to enable or disable the

transmission of Universal Call ID (UCID)
information to ASAI.
• y: The UCID for the call is sent to the ASAI
adjunct.
• n: This is default. The UCID is not sent to
the ASAI adjunct.

Reason Codes field descriptions

Field name Description

Aux Work Reason Code Type Staffed agents can enter a numeric 1–digit or
2–digit code that describes the reason for
entering the Aux Work mode or for logging
out of the system. You can administer the
codes so that the entry of the code is forced
or optional.
• none: Specifies that an agent does not
enter a reason code when entering the Aux
Work mode.
• requested: Specifies that an agent can
enter a reason code when entering the Aux

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 Feature-Related System Parameters screen

Field name Description

Work mode but is not forced to do so. If an

agent enters an invalid code or fails to
enter a code within the time out interval, the
agent enters the Aux Work mode or logs
out with the default code 0. This option is
available only if you enable Reason
Codes and EAS on the Call Center page
of the System-Parameters Customer-
Options screen.
• forced: Specifies that an agent is forced
to enter a reason code when entering the
Aux Work mode. If an agent enters an
invalid code or fails to enter a code within
the 10-second time out interval, the state
change is denied and the agent remains in
the current work mode. This option is
available only if you enable Reason
Codes and EAS on the Call Center page
of the System-Parameters Customer-
Options screen.

Logout Reason Code Type Use the logout reason code type to inform the
call center managers about the reason for
agent logout.
• none: Specifies that an agent does not
enter a reason code when logging out.
• requested: Specifies that an agent can
enter a reason code when logging out, but
is not forced to do so. This option is
available only if you enable Reason
Codes and EAS on the Call Center page
of the System-Parameters Customer-
Options screen.
• forced: Specifies that an agent is forced
to enter a reason code when logging out.
This option is available only if you enable
Reason Codes and EAS on the Call
Center page of the System-Parameters
Customer-Options screen.

Redirection on No Answer Aux Work Use the field to redirect a ringing ACD or
Reason Code direct agent call after an administered
number of rings. When RONA is invoked for
a call, the system places an agent in the Aux
Work mode and the agent is unavailable to
receive calls from other splits or skills. Use
this field to define a specific reason code for

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Call Center Elite screens

Field name Description

reporting instead of the default entry 0 when
the state of the agent changes to Aux Work
due to RONA.
• 0–99: If Two-Digit Aux Work Reason
Code is set to y
• 0–9: If Two-Digit Aux Work Reason
Code is set to n

Redirection on OPTIM Failure Aux Work The Redirection on OPTIM Failure (ROOF)
Reason Code feature is applicable only to ACD agents
using SIP phones administered as Off-PBX
Telephone Integration and Mobility (OPTIM)
endpoints. Use ROOF to redirect calls back
into the queue or to a predetermined VDN.
An agent is unaware that the line is in the Aux
Work mode during an IP connectivity failure.
If connectivity is restored during the IP
network Transmission Control Protocol
(TCP) retry period, the lamp indicates that
the line is in the Aux Work mode. Use the field
value to define a specific reason code for
reporting instead of the default entry 0 when
the state of the agent changes to Aux Work
due to ROOF.
• 0–99: If Two-Digit Aux Work Reason
Code is set to y
• 0–9: If Two-Digit Aux Work Reason
Code is set to n

Two-Digit Aux Work Reason Code Use the field to enable or disable two-digit
reason codes for agent state changes to the
Aux Work mode.
•y
•n

Redirection on IP Connectivity Failure field descriptions

Field name Description

IP Failure AUX Reason Code To prevent calls from being lost when
Communication Manager delivers calls to
auto-answer ACD agents equipped with IP
phones. Use the Redirection on IP

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 Feature-Related System Parameters screen

Field name Description

Connectivity (ROIF) feature to redirect calls
back into queue or to the specified VDN
when calls to auto-answer ACD stations
cannot be connected due to loss of IP
connectivity.
• 0–99: If Two-Digit Aux Work Reason
Code is set to y
• 0–9: If Two-Digit Aux Work Reason
Code is set to n

Switch Hook Query Response Timeout • 500 to 5000 (msec): The time that
call processing waits for a response from
the switch hook query before ROIF is
triggered.
• blank: ROIF is not active.

Maximum Agent Occupancy Parameters field descriptions

Field name Description

Maximum Agent Occupancy AUX Reason 0–99: A reason code value. Do not use
Code reason code 0.
Maximum Agent Occupancy Percentage 0–100: The maximum percentage of time an
agent can take calls. This time is based on
Maximum Agent Occupancy (MAO)
calculations. The default is 100.

Forced Agent Logout/Aux Parameters field descriptions

Field name Description

ACW Forced Logout Reason Code Available only if the Call Center Release is
3.0 or later and Expert Agent Selection
(EAS) is enabled for the system.
• 0–9: The reason code for logging out the
agent due to time out in the After Call Work
(ACW) mode.

Clock Time Forced Logout Reason Code • 0–9: The reason code for the Forced Agent
Logout by Clock Time feature that allows
administrators to set a specific time when

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Call Center Elite screens

Field name Description

the system automatically logs out Expert

Agent Selection (EAS) agents.

Maximum Time Agent in ACW before Available only for Call Center Release 3.0 or
Logout (sec) later and if Expert Agent Selection (EAS) is
enabled for the system.
• 30 to 9999: A system-wide maximum time
that an agent can be in the After Call Work
(ACW) mode. When this timer expires, the
agent is logged out.
• blank: The default to indicate that there is
no time out.

Holiday Table screen

Use the Holiday Table screen to establish the days and times for which Holiday Vectoring
applies. The fields are available only if you set the Holiday Vectoring field to y on the System-
Parameters Customer-Options screen.

Holiday Table administration commands

Use the following commands to administer the Holiday Table screen.

Command name Parameter Qualifier

change holiday-table 1 to 999 or next

display
remove
list none: Lists all administered holiday tables

Holiday Table field descriptions

Field name Description

Description Enter a description of the holiday defined on
this line. The default is blank.

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 Holiday Table screen

Field name Description

End To specify the parameters on which vector
processing for the holiday ends, enter the
following:
• Month: 1 to 12
• Day: 1 to 31
• Hour (Optional): 00 to 23
• Minute (Optional): 00 to 59

Name Enter an alphanumeric table name ranging

from 1 to 15 characters. The default is
blank.
Number A display-only field that shows the table
number that you entered on the command
line.
Start To specify the parameters on which vector
processing for the holiday begins, enter the
following:
• Month: 1 to 12
• Day: 1 to 31
• Hour (Optional): 00 to 23
• Minute (Optional): 00 to 59

Implementation notes for entering dates

Important:
When you use a range of dates, ensure that the end date is greater than the start date and
the valid ranges are within the span of one calendar year.
Use the Holiday Table screen to enter an individual holiday or holiday ranges. Adhere to the
following rules when you enter dates on the screen:
• If you enter a day, you must enter the corresponding month.
• If you enter a month, you must enter the corresponding day.
• If you enter an hour, you must enter the corresponding minute.
• If you enter a minute, you must enter the corresponding hour.
• If you enter an hour and minute, you must enter the corresponding month and day.
• If you enter a month and day, you must enter the corresponding hour and minute.

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Call Center Elite screens

• If you enter an end month and day, you must enter the corresponding start month and
day.
• If you enter a start month and day, you must enter the corresponding end month and
day.
• To enter an individual holiday, enter a start month and day, but do not enter an end month
and day.
• To enter a holiday range, enter both a start month and day, and an end month and day.
• Ensure that the start month, day, hour, and minute are less than or equal to the end month,
day, hour, and minute.

Note:
The Vector Directory Number screen has a new field Use VDN Time Zone for Holiday
Vectoring. If you set this field to y, the holiday table goto conditionals use the VDN Time
Zone Offset adjustment for calls that go through the VDN instead of using the system
time.

Hunt Group screen

The ACD software directs a high volume of calls to hunt groups that are designed as ACD
splits. Each ACD split is created to receive calls for more than one service such as Sales,
Service, and Billing.

Hunt Group administration commands

Use the following commands to administer the Hunt Group screen.

Command Parameter Qualifier

name
add hunt-group 1-system limit
next
change hunt-group 1-system limit

display hunt-group 1-system limit

next
['number' x] ['to-number' x] ['count' n] ['schedule']
remove hunt-group 1-system limit

list hunt-group ['number' x] ['to-number' x] ['name' x] ['type' x] ['ext' x]

['to-ext' x] ['count' n] ['schedule']
duplicate hunt-group master_grp [start nnnn] [count xx]

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 Hunt Group screen

Command Parameter Qualifier

name
[ ] indicates the qualifier is optional.

duplicate Use the command to create up to 16 duplicate hunt-group screens.

hunt-group
master_grp Is the assigned hunt group number, which is up to four digits, of the hunt
group you want to duplicate.

[start nnnn] Is an optional parameter that you can use to specify the number from which
to start the number sequence for the duplicate hunt group. If you do not
specify a start number, the first available hunt group after the master hunt
group number is selected automatically. Only one hunt group is selected.

[count xx] Is an optional parameter that you can use to specify the number of
duplicates. You can create a maximum of 16 duplicates. If you do not
specify a count number, the first available hunt group after the master hunt
group number is selected automatically. Only one hunt group is selected.

Hunt Group field descriptions

Field name Description

AAS Enter y if you want the hunt group to serve
as an Auto-Available Split.
ACD Enter y if you want to use ACD for the hunt
group. The field is available only if you enable
ACD on the System-Parameters Customer-
Options screen.
Administered Members (min/max) The minimum and maximum member
number administered for a hunt group.
Available for all member pages.
AUDIX Extension Displays when Message Center is rem-
audix. Enter a valid 4-digit to 5-digit Uniform
Dial Plan (UDP) extension that identifies the
AUDIX hunt group on the host switch used
as the Message Center for this hunt group
[supports the AUDIX in a Distributed
Communications Services (DCS)
arrangement].
AUDIX name The name of the AUDIX machine. Must be
the same name as the IP node name and

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Call Center Elite screens

Field name Description

administered after the IP node is
configured.
Calling Party Number to INTUITY AUDIX Enter y to send the calling party number to
INTUITY AUDIX. Enter n if you do not wish
to communicate the calling party number to
INTUITY AUDIX.
Calls Warning Threshold Enter the number of calls that can be queued
before the system flashes the queue status
and the optional Auxiliary Queue Call
Warning Threshold lamp assigned to the split
or skill. The lamps glow steadily when a
minimum of one call is in queue and the
threshold has not yet been reached. Ensure
this value is less than or equal to the queue
length, or leave the field blank. Do not leave
the field blank if Calls Warning Port is
administered.
Controlling Adjunct Applicable only if you enable ACD for the
hunt group. You must set a value other than
none for the ASAI Link Core Capabilities
and Computer Telephony Adjunct Links
fields.
• none: Members of the split/skill or hunt
group are not controlled by an adjunct
processor.
• asai: All agent logins are controlled by an
associated adjunct and logged-in agents
can use only their data terminal keyboards
to perform telephone functions. For
example, to change work state. An original
scenario to using this is if the controlling
adjunct was a CONVERSANT IVR.
• adjlk: Computer Telephony Adjunct
Links
• asai-ip: ASAI links administered
without hardware.
• adj-ip: ASAI adjunct links administered
without hardware.

(Calls Warning) Port The seven-character port number assigned

to connect the optional external Auxiliary
Queue Call Warning Threshold lamp that
flashes when the number (quantity) of calls
in queue has exceeded the queue warning

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 Hunt Group screen

Field name Description

threshold (assigned in Calls Warning
Threshold). Available only if a queue has
been enabled for this hunt group.
Valid entries:
• 1 to 64: The first and second characters are
the cabinet number.
• A to E: The third character is the carrier.
• 0 to 20: The fourth and fifth character are
the slot number.
• 01 to 04 (Analog TIE trunks) 01 to 31: The
six and seventh characters are the circuit
number. This port is assigned to an analog
line circuit pack or given an x designation
if an extension is used.

COR The Class of Restriction (COR) number that

reflects the desired restriction for the hunt
group. If this is a hunt group supporting voice
messaging in a Distributed Communications
System (DCS), the CORs on this screen
must be the same for each server on which
Communication Manager is running.
Coverage Path The coverage path for the hunt group.
Available only if the hunt group is not vector
controlled. The following entries are the valid
entries:
• 1 to 999: A Coverage Path number.
• t1 to t999: A Time of Day table.

Dynamic Percentage Adjustment Enables or disables automatic adjustments

to the target allocations of the agents as
needed to help meet the administered
service-level targets. The field is available
only if:
• ACD is enabled for the hunt group
• The hunt group is a Percent Allocation
Distribution (PAD) hunt group
• Business Advocate is active

Dynamic Queue Position Enables or disables dynamic queue

operation to the calls queued to the skill.
Dynamic Queue Position is a Business
Advocate feature that allows the queuing of
calls from multiple VDNs to a single skill,
while maintaining different service objectives

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Call Center Elite screens

Field name Description

for those VDNs. The field is available only if
ACD, Expert Agent Selection (EAS), and
Skill are enabled for the hunt group.
Business Advocate must be active.
Dynamic Threshold Adjustment Enables or disables automatic adjustments
to overload thresholds to engage reserve
agents a bit sooner or later to meet the
administered service levels. The field is
available only if ACD and Service Level
Supervisor are enabled for the hunt group.
Business Advocate must be active.
Expected Call Handling Time (sec) The field is available only if ACD is enabled
and if either Vectoring (Advanced Routing)
or Business Advocate is enabled.
Valid entries are 1 to 9999 in increments
of 1. The entry establishes the number of
seconds for expected call handling. This
value is used to initialize Expected Wait Time
and is also used by the Business Advocate
Percent Allocation feature.
First Announcement Extension The field is available only when the Queue
field is y. The field is not displayed if the
Vector field is y. Enter a recorded
announcement extension number or leave
blank. The caller receives this
announcement after being in the queue for
the time interval specified in First
Announcement Delay. If the call is not
answered after the announcement, the caller
hears music, which is only after the first
announcement, if Music-on-Hold is provided,
or hears ringing till the call remains in the
queue. Leave this field blank to indicate that
there is no announcement. If this is the forced
first announcement, the caller always hears
ringback after the announcement; otherwise,
the caller hears music.
(First Announcement) Delay (sec) Available only if you set Queue to y and
Vector to n. Enter the number of seconds, 0
to 99, that a call remains in queue before
the associated first announcement is given
the calling party. The call retains the place in
the queue while the caller is listening to the
recorded announcement. If the call is not
answered after the announcement, the caller
hears music, which is for first announcement

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 Hunt Group screen

Field name Description

only, if Music-on-Hold is provided, or hears
ringing for as long as the call remains in the
queue. When you enter 0, the first
announcement is provided immediately to
the caller. This value is automatically set to 0
if there is no queue. Leave the field blank if
there is no first announcement.
Forced Entry of Stroke Counts or Call Use the field to enable or disable the
Work Codes requirement that the agent must enter either
a stroke count or call work code for each
answered call when in the manual-in mode.
The field is available only if ACD is enabled
for the hunt group and if the hunt group does
not have a Controlling Adjunct.
Group Extension Is an unused extension number that is
assigned to the hunt group. Do not leave the
field blank.
(Group Member Assignments) Ext Is the assigned station or attendant console
extension. This extension cannot be a Vector
Directory Number (VDN). The data module
cannot be a member of an ACD split or skill.
Administers the assigned station or
attendant console extension only if the
controlling adjunct is administered as none.
Displays the assigned station or attendant
console extension if the controlling adjunct is
administered as asai.

Note:
Avaya BRI stations support only ASCII
characters. Non-ASCII characters, such
as Eurofont or Kanafont, do not display
correctly on a BRI station.
(Group Member Assignments) Name The name assigned to the extension number
when the number is administered in the
system.
(Group Member Assignments) At End of Displays the current page and the last
Member List page.
Group Name A character string that uniquely identifies the
hunt group. Accepts up to 27 characters.

Note:
This field is supported by Unicode
language display for the 4610SW,

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Call Center Elite screens

Field name Description

4620SW, 4621SW, and 4622SW
telephones.
Group Number The hunt group number.
Group Type The group types available depend on what is
enabled for your system. Each group type
uses a different method to select an
extension or agent for a call when two or
more extensions or agents are available.
Inflow Threshold (sec) The number of seconds that a call can
remain in queue before the queue stops
accepting calls. Valid entries are 0 to 999. If
0 is entered, a call is redirected to this split or
skill only if there is an available agent.
The field is available only if ACD and a queue
are enabled for the system. The field is not
available for a vector-controlled hunt group.
Interruptible Aux Threshold Valid entries are service-level-
target, calls-warning-
threshold, time-warning-
threshold, and none.
In this field, specify which threshold triggers
an event to interrupt agents interruptible for
a skill and then specify the threshold value in
the corresponding field.
For more information, see “Interruptible Aux
Thresholds” in the Avaya Aura ® Call Center
Elite Feature Reference document.
Interruptible Aux Deactivation Threshold Based on the Interruptible Aux Threshold
policy and the associated threshold value,
set up a deactivation threshold to turn off
agent notification.
• If you set the field to calls-warning-
threshold, the threshold is less than X
calls in the hunt group queue. You can
enter a value from 1 to 999.
• If you set the field to service-level-
target, the threshold is a minimum of X
percent of calls that are answered in Y
seconds. You can enter the following
values:
- 1-99 for percentage of calls
- 1-999 for “#” of seconds
• If you set the field to time-warning-
threshold, the threshold is the oldest

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 Hunt Group screen

Field name Description

call that has been in queue for less than Y

seconds. You can enter a value from 1 to
999.
For more information, see “Interruptible Aux
Thresholds” in the Avaya Aura ® Call Center
Elite Feature Reference document.
ISDN/SIP Caller Display The field is required for ISDN-PRI, ISDN-
BRI, and SIP trunks. The following are the
valid entries:
• grp-name: Displays the hunt group
name to the originating user.
• mbr-name: Displays the member name
to the originating user.
• blank: Displays the VDN name to the
originating user.

Note:
Avaya BRI stations support only ASCII
characters. Non-ASCII characters, such
as Eurofont or Kanafont, do not display
correctly on a BRI station.
Level 1 Threshold (sec) The number of seconds for the first EWT
threshold. Valid entries are 0 to 99.
The field is available only if you enable ACD
and Service Level Supervisor for the hunt
group.
Level 2 Threshold (sec) The number of seconds for the second EWT
threshold. Valid entries are 0 to 99.
The field is available only if you enable ACD
and Service Level Supervisor for the hunt
group.
Local Agent Preference You can administer Local Preference
Distribution to handle agent-surplus
conditions and call-surplus conditions. Use
the field to administer agent-surplus
conditions. To set up an algorithm for call-
surplus conditions, set the Local Call
Preference field on the Agent ID screen.
Valid entries are y or n. The default is n. You
can set the field to y only if the Call Center
Release field is set to 3.0 or later and the
Multiple Locations customer field is
enabled.

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Call Center Elite screens

Field name Description

For more information, see “Location
Preference Distribution” in the Avaya Aura ®
Call Center Elite Feature Reference
document.
For more information on the Hunt Group
screen, see the Administering Avaya Aura ®
Communication Manager document.
LWC Reception Indicates the location where Leave Word
Calling (LWC) messages are stored.
Valid entries:
• audix: LWC messages are stored in the
voice messaging system.
• none: LWC messages are not stored.
• spe: LWC messages are stored in the
system or on the Switch Processor
Element (SPE).

Maximum Auto Reserve Agents The maximum number of Auto Reserve

Agents available for this skill (hunt group).
Any time an auto-reserve skill is in danger of
falling below the target service level percent,
the system auto-reserves some of the skill
agents, that is, the agents are kept idle in
other skills and made available when a new
call arrives for this skill. Valid entries are 0
to 9. The default is 0.
Measured Provides measurement data for the ACD
split or skill to VuStats or BCMS. The field is
available only if you enable ACD for the hunt
group and VuStats or BCMS for the
system.
Valid entries:
• internal: Provides measurements
made by Avaya Call Management System
that are internal to the server running
Communication Manager.
• external: Provides measurements
made by the Avaya Call Management
System that are external to the server
running Communication Manager.
• both: Provides measurements collected
both internally and externally.
• none: Measurement reports for this hunt
group are not required.

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 Hunt Group screen

Field name Description

Member Range Allowed Number of allowed members. The values
vary depending on the system or
configuration.
Message Center AUDIX Name The name of the Message Center AUDIX.
Applicable only if the messaging type is
audix or rem-vm.
Message Center MSA Name The name of the Message Center Messaging
Server Adjunct (MSA). Applicable only if the
messaging type is msa.

Message Center The type of messaging adjunct for the hunt

group. Only one hunt group in the system can
be administered as audix, fp-mwi, rem-
audix, and as many as six as qsig-
mwi.
Valid entries:
• audix: AUDIX located on the server
running Communication Manager.
• fp-mwi: Public network allowing AUDIX
to be located on another Communication
Manager. Applicable only if you enable
ISDN Feature Plus.
• msa: Messaging Server Adjunct.
• msa-vm: A voice mail system integrated
using Mode Codes or Digital Station
Emulation.
• rem-vm: DCS allowing voice mail to be
located on another server.
• qsig-mwi: QSIG network allowing voice
mail to be located on another server.
• sip-adjunct: SIP message center
server.
• none: The hunt group does not serve as a
message hunt group.

Messaging Server Name Name of the server as displayed on the User-

Defined Adjunct Names screen.
MM Early Answer Enables or disables MM Early Answer. The
system begins to answer an H.320 call and
establishes an audio channel before offering
the conversion call to a hunt group. This
starts billing for the call when the call is first

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Call Center Elite screens

Field name Description

placed in queue. This field applies only for
systems using Multimedia Call Handling.
Night Service Destination Enter an assigned extension number as the
destination where calls to this split redirect
when the split is in the night service mode.
This extension can be a VDN extension, but
must be a local extension for all features to
work correctly.
Enter attd as an attendant group code.

Note:
The field is not applicable for a vector-
controlled hunt group.
Primary Enables or disables the specified AUDIX as
the primary adjunct. Applicable only if the
messaging type is audix or rem-audix.

Priority on Intraflow Enables or disables calls from intraflowing

from this split to a covering split and calls
given priority over other calls waiting in the
covering split queue. Applicable only if you
enable the ACD field for the hunt group. The
field is not applicable for a vector-controlled
hunt group.
Provide Ringback Appears only if Message Center on the Hunt
Group screen is fp-mwi or qsig-mwi.
Use this field if you are using an SBS trunk
for the QSIG MWI hunt group. If set to y, a
call covering to the message center provides
ringback to the caller during the coverage
interval. When set to y, ringback is provided
to the calling party until a connect is received
for the call to the Messaging system.
Ringback is discontinued upon receipt of the
connect indication. Default is n.

Queue Limit This field is available only if the Queue field

is set to y. The Queue field is also located
on the Hunt Group screen.
Valid entries:
• unlimited: The queue is allocated
dynamically by the system. All calls to this
hunt group are put in queue when an agent
or a station is not available. This is the
default value.

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 Hunt Group screen

Field name Description

1-999: The system limits the number of

calls that queue to this hunt group to the
value specified.

Queue Enables or disables a queue for the hunt

group.
Redirect on IP/OPTIM Failure to VDN If ROIF or ROOF occurs, calls are redirected
to the VDN specified in this field. If this field
is blank, calls are placed back in the queue.
(Redirect on IP/OPTIM Failure to VDN) When this field is set as y, the VDN context
Retain Active VDN Context from the previous active VDN is retained and
used after the call is redirected to the
specified redirect VDN.
Redirect on No Answer (rings) Set the field to y to retain the VDN context
from the previous active VDN and to use the
VDN context after the call is redirected to the
specified redirect VDN.
Redirect on No Answer to VDN If RONA occurs, calls are redirected to the
VDN specified in this field. If this field is
blank, calls are placed back in the queue.

Note:
This field is present if ACD is set to y on
page 1 of the Hunt Group form.
(Redirect on No Answer to VDN) Retain Set the field to y to retain the VDN context
Active VDN Context from the previous active VDN and to use the
VDN context after the call is redirected to the
specified redirect VDN.
Routing Digits (e.g. AAR/ARS Access A one-digit to four-digit AAR (qsig-mwi) or
Code) ARS (fp-mwi) access code. This access
code is prepended to the AUDIX complete
number to define a route to the message
center switch hunt group containing the line
ports to AUDIX. Accepts the star (*) and
pound (#) characters.
This field is available only if the messaging
type is qsig-mwi or fp-mwi.

Second Announcement Extension Available only when you set ACD and Queue
to y and Vector to n. Enter the extension
number assigned to a recorded
announcement or leave blank. Leaving the
field blank indicates there is no second
announcement.

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Call Center Elite screens

Field name Description

(Second Announcement) Delay (sec) Available only when you set ACD and Queue
to y and Vector to n. Enter the time in
seconds (1 through 99) before the call in the
queue receives a second recorded
announcement or if the second
announcement is repeated. If this split or skill
or hunt group is a coverage point for another
split or skill, this delay must not be more than
15 seconds. Leave the field blank to indicate
that there is no second announcement.
Security Code Enter a 4-digit security code used for the
Demand Print feature, or leave the field
blank.
Send Reroute Request Allows or denies rerouting invocation when a
call covers to a qsig-mwi hunt group. The
field is available only if you enable the
messaging type as qsig-mwi and
Supplementary Services with Rerouting.
Service Level Interval The time interval when Actual Service Level
(ASL) calculations run. ASL is one of the
Service Level Maximizer (SLM) algorithms
used for most situations, particularly for low
staff or low traffic. The interval can be set to
the same interval used when specifying the
target objectives for the application.
Available only if you set SLM algorithm to
actual and this is an SLM-type hunt
group.
Valid entries:
• hourly: ASL algorithm calculations for
accepted call and total call components are
set to 0 at hourly intervals.
• daily: ASL algorithm calculations for
accepted call and total call components are
set to 0 at daily intervals. This is the
default.
• weekly: ASL algorithm calculations for
accepted call and total call components are
set to 0 at weekly intervals. The weekly
interval starts as 00:00 hours on Sunday.

Service Level Supervisor Enables or disables this Business Advocate

feature that reduces the need to move
agents from skill to skill during emergencies
or unanticipated peaks in call volume. The

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 Hunt Group screen

Field name Description

field is available only if you enable ACD for
the hunt group and if the hunt group is of the
EAS skill.
Service Level Target (% in sec) The field is available only when ACD is set
to y, Measured is not blank, and when more
than one of the following features is
enabled.
• BCMS or VuStats Service Level, BCMS/
VuStats Service Level customer option
license is active and the hunt group
measured field is set to internal or
both. The seconds component of the
service level target is used as the
acceptable level for reporting the
percentage of calls answered within the
specified time. Leave the default
percentage of 80 as is.
• The service level target in seconds is used
for the Business Advocate Service Level
Supervisor Objective. You can use the
service level target for the dynamic
percentage adjustment when:
- The Dynamic Threshold Adjustment
field on the Hunt Group screen is y.
- The Group Type field on the Hunt Group
screen is pad
- The Dynamic Percent Adjustment field
on the Hunt Group screen is y.
• SLM service level target. Applicable when
the Group Type field on the Hunt Group
screen is slm, the SLM customer option
license is active, and the Business
Advocate customer option license is not
active.
• Interruptible Aux Work service level target
(Interruptible Aux Threshold field on the
Hunt Group screen is set to service-
level-target). The Interruptible Aux
feature is triggered if the service level
drops below the administered percent calls
in the specified seconds.

Service Objective Sets a service objective for a specific skill as

the number of elapsed seconds before the

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Call Center Elite screens

Field name Description

call gets answered. Valid entries are 1 to
9999. The default value is 20.

Note:
The field is available only if you enable
ACD for the hunt group and the hunt group
is an EAS skill. Requires Business
Advocate to be enabled.
Skill Enables or disables this hunt group as an
EAS skill. The field is available only if you
enable ACD for the hunt group and EAS.
SLM Count Abandoned Calls If set as y abandoned calls are included in
the ASL algorithm calculations for SLM. If set
as n abandoned calls are not included in the
ASL algorithm calculations for SLM. This
field is best used when reporting for this
application does not account for calls that are
abandoned while in skill queues.

Note:
The field is available only if actual is the
administered Service Level Maximizer
(SLM) algorithm for the feature and this is
an SLM-type hunt group.
Supervisor Extension The extension number of the ACD split or
skill supervisor that agents reach when using
the Supervisor Assist feature. The extension
number cannot be a VDN. Available only if
the ACD field is enabled for the system.
Time Warning Threshold The specified Time Warning Threshold
activates Interruptible Aux if the oldest call
has been in the queue for longer than the
specified number of seconds. If Time
Warning Threshold is set to 60, interruptible
agents start getting interrupted as soon as
the duration of the oldest call in the queue for
a hunt group exceeds 60 seconds.
An entry of 0 provides a warning whenever a
call is queued.
When Interruptible Aux is activated, the
system flashes the Queue status lamps, the
feature buttons are assigned to members
phones, and the Auxiliary Queue Time
Warning lamp is assigned to the relevant
skill.
Valid entry are between 0 to 999

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 Hunt Group screen

Field name Description

The field is available only if a queue is
enabled for the hunt group and if a port
number is not administered for the call
warning and time warning ports.
Timed ACW Interval (sec) The number of seconds an agent in auto-in
work mode remains in the ACW mode after
a call drops. After this time interval expires,
the agent automatically becomes available.
Timed ACW cannot be administered if the
hunt group is adjunct controlled or is an
AUDIX Message Center. Valid entries are 1
to 9999.

Note:
You can override the field by adjusting the
settings for a vector. Coordinate the
settings when setting up delays. This field
is applicable only if ACD is enabled for the
hunt group and Timed ACW is enabled for
the system.
(Timed ACW Interval (sec)) After Xfer or For incoming ACD or DAC calls, an auto-in
Held Call Drops agent is placed into Timed After Call Work
(TACW) mode, instead of immediately
making the agent available (idle), if the caller
drops a held call or the agent transfers the
call. You can enable this feature for the
agents in a hunt group or for calls delivered
from a VDN when the Timed ACW Interval
field is set to a nonzero value.
TN The Tenant Partition number. Valid entry is 1
to 100.
Total Administered Members The total number of members administered
for the hunt group.
Vector Enables or disables this hunt group as vector
controlled. The field is available only if you
enable Basic Vectoring.
Voice Mail Handle The SIP Enablement Services (SES) handle
that can receive voice mail. Leave the field
blank if you have assigned a voice mail
number.
Voice Mail Number The 1-digit to 17-digit voice mail dial-up
number. The qsig-mwi selection shows the
complete number of the AUDIX hunt group
on the Message Center server for QSIG
MWI. The fp-mwi selection shows the public

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Call Center Elite screens

Field name Description

network number of the AUDIX hunt group on
the Message Center server. The field is
available only if you enable Basic Call Setup
and Basic Supplementary Services, and
the messaging type is qsig-mwi or fp-mwi.
VuStats Objective Enter a numerical objective for the call. An
objective is a split or skill goal for the call.
This can be an agent objective such as a
specific number of calls handled or an
average talk time. The objective can also be
a percent within the service level. The
objective appears on the VuStats display and
allows agents and supervisors to compare
the current performance with the value of the
objective for the split or skill. This value
applies to customized VuStats display
formats. Valid entries are 0 to 99999.

Note:
The field is available only if you enable
ACD for the hunt group and VuStats for
the system. You must administer the hunt
group to collect internal or external
measurement data for VuStats.

Policy Routing Table screen

Use the Policy Routing Table screen to administer and monitor the percentage allocation
routing by assigning destination routes and target percentages.
For information about the application examples of Policy Routing Table and Percentage
Allocation Routing, see the Avaya Aura ® Call Center Elite Feature Reference document.

Policy Routing Table administration commands

Use the following commands to administer the Policy Routing Table screen.

Command Parameter Qualifier

name
add policy-routing-table 1–8000
next

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 Policy Routing Table screen

Command Parameter Qualifier

name
change policy-routing-table 1–8000

display policy-routing-table 1–8000

['schedule']
remove policy-routing-table 1–8000

list policy-routing-table No qualifier since the list command displays all the
Policy Routing Tables

Policy Routing Table field descriptions

Field name Description

Number Displays the table number that you entered
on the command line.
Name Enter a string of up to 15 characters as the
name of the Policy Routing Table (PRT)
table. Any alphanumeric character is valid.
The default is blank.

Type Specify the type of algorithm the PRT table

supports. The valid entry in this field is
percentage.
Period Specify the period for resetting the call
counts and actual percentages. Valid entries
for this field:
• 100_count (default): Resets the
call counts and displayed percentage
when the total calls for the PRT reach 100,
which is when the total calls match the
target routing pattern percentages. This
ensures that the routing points have equal
distribution of calls all the time.
• max_count: Call counts are maintained
until calls delivered to one of the VDNs
exceed 65,400. At that point, calls continue
to be distributed over the VDNs, but the call
counts are reset when the actual
percentages equal the targets for all of the
VDNs at the same time.
• Half-hour: Resets the call counts at the
top of the hour and at the 30–minute
point.

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Call Center Elite screens

Field name Description

• hour: Resets the call counts at the top of

the hour.
• daily: Resets the call counts at midnight,
every night.
• weekly: Resets the call counts at
midnight on Saturday.

Index Displays the sequential number of the row.

You can enter up to 15 route-to VDN entries
in a PRT table.
Route-to VDN Enter a valid extension that is up to 13-digits
long to which calls are to be routed. The
default is blank.
VDN Name Displays the assigned name of the VDN
specified in the Route-to VDN field or “name
not assigned” if the VDN name is not
assigned yet. The name must be assigned or
changed on the VDN screen.
Target % Specifies the target percentage of total calls
to be routed to a VDN. Valid entries are 0 to
100. Use only whole numbers. Do not use
fractions.
Actual % Displays the actual percentage of total calls
routed to a VDN. The actual percentage is
calculated to 6 decimal places, but only the
first decimal place is displayed.
Call Counts This column displays the current number of
calls routed to a VDN.
Totals This field displays the values in the Target %
and Call Counts fields for all the assigned
VDNs in the PRT. The total for Target % must
always add up to 100 to successfully save
the changes.

Reason Code Names screen

Use the Reason Code Names screen to assign names to reason codes. You can assign a
different name to each reason code for the Aux Work mode and for an agent logout.

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 Service Hours Table screen

Reason Code Names administration commands

Use the following administration commands to access the Reason Code Names screen.

Command name Parameter

display reason-code-names

change reason-code-names

Reason Code Names field descriptions

Field name Description

Aux Work For each reason code, enter the name to be
associated with this reason code when the
agent uses the reason code to enter an Aux
Work mode. The name can be up to 16
characters long. The default is blank.
Logout For each reason code, enter the name to be
associated with this reason code when the
agent uses the reason code to log out. The
name can be up to 16 characters long. The
default is blank.
Interruptible For each reason code, enter y if you want the
reason code to be interruptible.

Note:
The default reason code does not have an interruptible qualifier since the default code
cannot be made interruptible. The following types of reason codes cannot be made
interruptible: IP Failure Aux Work reason code, MAO Aux Work reason code, RONA Aux
Work reason code, and ROOF Aux Work reason code.

Service Hours Table screen

You can use the Service Hours Table to specify the office service hours. You can administer
up to 999 different tables.

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Call Center Elite screens

Service Hours Table administration commands

Command Parameter Qualifier

name
add service-hours-table 1 through 999

change service-hours-table 1 through 999

display service-hours-table 1 through 999

remove service-hours-table 1 through 999

list service-hours-table none

list usage service-hours-table none

Service Hours Table field descriptions

Field name Description

Number Displays the table number that you entered
on the command line.
Description Provides a description for the table. Enter an
alphanumeric table name with 1 to 27
character . The default is blank.
Use time adjustments from location Indicates the location number on the
Locations screen that specifies how to adjust
the time zone offset and daylight saving
time.
Start and End Defines the range of service hours for each
day of the week. Ensure that the start time is
earlier than the end time.
• hour - 0-23
• minute - 0-59
The hour range must be within the specified
day, from 00:00 (midnight) until 23:59. If a
time range goes past midnight, for example,
Friday 19:00 to Saturday 02:00, enter the
time in two ranges. Set up the first range as
Friday from 19:00 to 23:59 and the second
range as Saturday from 00:00 to 01:59.
A time is in the table from the first second of
the start time, for example, 08:00:00. The

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 SIT Treatment for Call Classification screen

Field name Description

time is in the table until the last second of the
end time, for example, 17:00:59.

SIT Treatment for Call Classification screen

Use the SIT Treatment for Call Classification screen to specify the treatment of Special
Information Tones (SITs) used for Outbound Call Management (OCM) type calls with USA tone
characteristics. Use the port network TN744 Call Classifier circuit pack ports or H.248 Media
Gateway internal tone detector resources in the classified mode to detect SITs.

SIT Treatment for Call Classification administration commands

Use the following administration commands to administer the SIT Treatment For Call
Classification screen. In some cases, the screen displays only the most commonly used
commands.

Command name Parameter Qualifier

change sit-treatment —

display sit-treatment [’print’ or ’schedule’]

SIT Treatment for Call Classification field descriptions

Note:

In the field following each type of SIT, enter answered to specify that the call is classified as
answered and sent to a staffed agent, or enter dropped to specify that the call is classified as
not answered and is not sent to a staffed agent.

Field name Description

Answering Machine Detected (AMD) An ASAI adjunct can request AMD for a call.
If an Answering Machine is detected, one of
two treatments is specified. Valid entries are
dropped and answered. Default is
dropped.
AMD Treatment has two separately
administrable sub fields. Talk Duration is for
full seconds and Pause Duration is for
fractions of a second, separated by a display-

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Field name Description

only decimal point. The default of Talk
Duration is 2 seconds from a range of 0.1
seconds to 5.0 seconds in increments of 0.1
seconds. The Pause duration is 0.5 seconds
from a range of 0.1 seconds to 2.0 seconds
in increments of 0.1 seconds.
SIT Ineffective Other Sample announcement following this SIT:
You are not required to dial a
1 when calling this number.
Valid entries are answered and
dropped. The default is dropped.
SIT Intercept Sample announcement following this SIT:
XXX-XXXX has been changed to
YYY-YYYY, make a note of it.
Valid entries are answered and
dropped. The default is answered.
SIT No Circuit Sample announcement following this SIT:
All circuits are busy, try
again later. Valid entries are
answered and dropped. The default is
dropped.
SIT Reorder Sample announcement following this SIT:
Your call did not go through,
hang up and dial again. Valid
entries are answered and dropped. The
default is dropped.

SIT Unknown A situation or condition that is unknown to the

network is encountered. Valid entries are
answered and dropped. The default is
dropped.
SIT Vacant Code Sample announcement following this SIT:
Your call cannot be completed
as dialed, check the number
and dial again. Valid entries are
answered and dropped. The default is
dropped.

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 Vector Directory Number screen

Vector Directory Number screen

You can use the Vector Directory Number screen to define VDNs for Call Vectoring. Each VDN
is mapped to one call vector.
VDNs are software extension numbers and not numbers that are assigned to physical
equipment. A VDN is accessed using direct dial Central Office (CO) trunks mapped to the VDN
(incoming destination or night service extension), Direct Inward Dial (DID) trunks, and Listed
Directory Number (LDN) calls. The VDN can also be a night destination for the LDN.

VDN administration commands

Use the following administration commands to administer the Vector Directory Number
screen.

Command Parameter Qualifier

name
add vdn xxxxx or next, where xxxx is the extension number of the
VDN to be added.
change vdn xxxxx

display vdn xxxxx [’print’ or ’schedule’]

list vdn xxxx ‘count’ 1-MAX [’print’ or ’schedule’]

vdn bsr xxx, which is the number of a BSR application plan.
remove vdn xxxxx

duplicate vdn master_ext [start nnnn...] [count xx]

[ ] indicate the qualifier is optional. Single quotes (‘ ’) indicate the text inside the quote must
be entered exactly as shown or an abbreviated screen of the word can be entered. MAX is
the maximum number available in your system configuration. For more information, see the
Avaya Aura ® Communication Manager Hardware Description and Reference document.

duplicate vdn Use the command to create up to 16 duplicate VDNs.

master_ext Is the assigned extension number, which can be up to 13 digits, of the VDN
you want to duplicate.

[start nnnn] Is an optional parameter that you can use to specify the number from which
to start the number sequence for the duplicate VDN. If you do not specify
a start number, the first available VDN after the master VDN is selected
automatically. Only one VDN is selected.

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Call Center Elite screens

[count xx] Is an optional parameter that you can use to specify the number of
duplicates. You can create a maximum of 16 duplicates. If you do not
specify a start number, the first available VDN after the master VDN is
selected automatically. Only one VDN is selected.

VDN field descriptions

Field name Description

1st/2nd/3rd Skill The field is available only if you set the Expert Agent
Selection field on the System-Parameter Customer-
Options screen to y and set the Meet-me Conferencing
field on the Vector Directory Number screen to n.
Enter the skill number in each field or leave the field blank.
Valid entries are from 1 to 8000, where the default is
blank.
Acceptable Service Level The field is available only if you set the BCMS/VuStats
(sec) Service Level field on the System-Parameter Customer-
Options screen to y and set the Measured field on the
Vector Directory Number screen to internal or
both.
Enter the number of seconds within which all calls to the
VDN must be answered. BCMS tracks the percentage of
calls that were answered within the specified time. Valid
entries are 0 through 9999 seconds. The default is
blank.
Allow VDN Override The field is available only if you set the Meet-me
Conferencing field to n. Valid entries are y and n. The
default is n. This entry changes the active VDN for the
call.
• n: The active VDN is not replaced by the routed-to
VDN.
• y: The active VDN is replaced by the routed-to VDN.
The routed-to VDN is then used for the parameters
associated with the call.

Apply Ringback for Auto The field is available only if you set the Auto Answer field
Answer Calls on the Station screen or on the Agent LoginID screen to
y. You can use the field to not apply ringback to the callers
for calls delivered to agents in the auto answer mode
when application of ringback is undesirable. Valid entries
are y and n. The default is y to provide the existing
operations. This field follows the VDN Override rules and
the setting on the active VDN for the call applies.

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 Vector Directory Number screen

Field name Description

Attendant Vectoring When you set the Attendant Vectoring field to y, a field
on the Vector Directory Number screen identifies if this is
an Attendant Vectoring VDN. If this field is set to n, there
are no changes on the Vector Directory Number screen.
If this field is set to y, the screen appearance changes to
remove all contact center-associated fields, such as skills
and BSR.
When you remove a VDN, ensure that the VDN is not
being used on the Console Parameters screen or the
Tenant Partitioning screen.
AUDIX Name If the VDN you are assigning is associated with an AUDIX
vector, enter the name of the AUDIX machine as the name
appears on the Adjunct Names screen.
BSR Application To use multi-site BSR with a VDN, enter a 1-digit to 3-digit
number to specify an application plan for the VDN. This
field is available only if you set Look-Ahead Interflow
and Vectoring (Best Service Routing) on the Call
Center page of the System-Parameter Customer-Options
screen to y.

BSR Available Agent Strategy The available agent strategy determines how BSR
identifies the best split to service a call in an agent surplus
situation. To use BSR with a VDN, enter an agent
selection strategy in this field. Valid entries:
• 1st-found
• UCD - LOA
• UCD - MIA
• EAD - LOA
• EAD - MIA
This field is available only if you set Vectoring (Best
Service Routing) on the Call Center page of the System-
Parameter Customer-Options screen to y and set a value
other than 1st-found is set in the BSR Tie Strategy
field.
BSR Local Treatment In a multi-site BSR configuration, a call that arrives at a
local communication server can be rerouted to a remote
server located in a different part of the world. With the
feature, you can provide local audio feedback for IP and
ISDN calls while a call waits in queue on a remote
server.

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Call Center Elite screens

Field name Description

BSR Tie Strategy The field is available only if you set Vectoring (Best
Service Routing) on the Call Center page of the System-
Parameter Customer-Options screen to y. Valid entries:
• system: The setting in the BSR Tie Strategy field on
the Feature-Related System Parameters screen
applies. This is the default setting.
• 1st-found: BSR uses the previously selected best
choice as the best skill or location.
• alternate: Alternates the BSR selection algorithm
when a tie in EWT or available agent criteria occurs.
Every other time a tie occurs for calls from the same
VDN, the consider step with the tie is selected to
send the call instead of the first selected split, skill, or
location. This helps balance the routing when the cost
of routing remotely is not a concern.

COR Enter a 1-digit to 3-digit number that specifies the COR to

be assigned to the VDN. The default value is 1. The field
cannot be blank and must have an entry in the range from
0-995.
Daylight Saving Rule Use the field with the VDN Time-Zone Offset field to
define the Daylight Saving Time (DST) rule. The DST rule
and the time zone offset are applied to goto time-
of-day commands in the vector that is assigned to the
VDN. The time-of-day calculations are based on the local
time of the receiving call VDN. The assigned rule number
applies start and stop rules that are administered on the
Daylight Saving Rule field for that rule number.

Tip:
Enter list usage vdn-time-zone-offset
to view all the VDNs containing an administered DST
rule.
Valid entries are:
• system: The system uses the same DST rule as the
system clock shown in the display/set time field.
• 0: The DST rule does not apply. If the system time has
a daylight saving rule specified, this rule is removed
before evaluation of the goto if time-of-day
conditional.
• 1–15: Indicates the rule as defined on the Daylight
Saving Rule field. When you use a number other than
0, the rule associated with the main server clock display
time and the main server offset are not used. The offset
and rule assigned to the active VDN for the call are

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 Vector Directory Number screen

Field name Description

applied to the operating system standard time so that

local time for the VDN is used to test the time-of-day
step.

Note:
The field follows VDN Override Rules.
Destination Specifies if the calls are routed using a vector number or
the Policy Routing Table. Valid entries are Vector
Number and Policy Routing Table.
Display VDN for Route-To Addresses situations where one of the following
DAC conditions is in effect:
• A route-to number or route-to digits
vector command routes an EAS direct agent call, with
the coverage option set to y.
• An adjunct routing step routes a direct agent call, with
the coverage option set to y.
Valid entries are y and n, where n is the default.

Extension Enter the extension associated with the VDN when you
complete a paper screen. The extension is a number that
starts with a valid first digit and conforms to the length
defined by the system dial plan. The field is a display-only
field that shows when you use an administration
command such as add or change to gain access to the
screen.
Measured Collects measurement data for the VDN. Valid entries are
internal, external, both, or none. Basic Call
Management System (BCMS), Call Management System
(CMS), or Avaya IQ collect data for reporting. The default
is none.

Note:
Set the BCMS field on the System-Parameter
Customer-Options screen to y for the Measured field
to be set to internal or both. Administer the relevant
CMS release on the Feature-Related System
Parameters screen if the field is being changed to
external or both.
Meet-me Conferencing The field is available only when you set the Meet-me
Conference field to y. Valid entries are y and n. The
default is n.
Name Enter an alphanumeric name, which can be up to a 27–
characters long, that identifies the VDN. The field is

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Call Center Elite screens

Field name Description

optional. The name can be truncated on phone display
depending on the application. When information is
forwarded with an interflowed call, only the first 15
characters are sent. The default is blank.
Observe on Agent Answer Valid entries are:
• y: Communication Manager connects the observer to a
call only after delivering the call to an agent.
• n: This is the default. Communication Manager
connects a non-Observe by Location observer to a call
at the beginning of vector processing.

Reporting for PC or POM Indicates that the VDN is used for Proactive Outreach
Calls Manager (POM) or Proactive Contact (PC) outbound
Associated field: PC Predictive calling. If you have switch-classified outbound calling with
Reports Skill PC, use this field and the associated skill field to activate
the improved integration with the PC feature. If you have
POM, use the field to activate the VDN for indication to
reporting of a Proactive Outreach Manager call to the
VDN. Valid entries are y and n. The default is n.

Note:
You can administer the field only after you set the
Measured field on page 1 of the Vector Directory
Number screen to either external or both.
For more information on how to use the feature, see
“Proactive Contact outbound calling improved reporting”
in the Avaya Aura ® Call Center Elite Feature Reference
document.
The associated field is applicable only if you enable the
ASAI Link Plus Capabilities or the Computer
Telephony Adjunct Links fields on page 3 of the
System-Parameter Customer-Options screen and if you
enable Reporting for PC or POM Calls field on page 2
of the Vector Directory Number screen. If you enter a skill
number, the VDN option applies to PC reporting, but if you
leave the field blank, the VDN option applies to POM
calls.
Return Destination The VDN extension number to which an incoming trunk
Associated field: Call Origin call is routed if the calls returns to vector processing after
the agent drops the call. Valid entries are the VDN
extension or blank, where the default is blank.
The Call Origin field is applicable only if you enter a VDN
extension in the Return Destination field. Use the field
to administer the types of calls that will be redirected to
the extension in the Return Destination field when the

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 Vector Directory Number screen

Field name Description

destination is released. Valid entries for the field are as
follows:
• external: Applies VDN Return Destination only to
incoming external trunk calls directly to the VDN. This
is the default setting.
• internal: Applies VDN Return Destination only to
internal calls that have not been through vector
processing. Internal calls for this purpose include trunk
calls that are transferred, forwarded, or covered to the
VDN or ASAI routed.
• both: Applies VDN Return Destination to either
external or internal calls.

Send VDN as Called Ringing Enter y to display the VDN name to the receiver when the
Name Over QSIG phone is ringing. Enter n to hide the VDN name from the
receiver when the phone is ringing.
The default is n.

Service Objective (sec) The field is available only if you set the Advocate field on
the System-Parameter Customer-Options screen to y.
The field activates the Dynamic Queue Position feature
which is sometimes referred to as Service Objective by
VDN. With the feature, you can queue calls from multiple
VDNs to a single skill, while maintaining different service
objectives for the VDNs.
Enter the service level, in seconds, for the VDN. Valid
entries are 1 through 9999. The default value is 20.

TN Enter the Tenant Partition number. Valid entries are

1-100. The default value is 1.

Use VDN Time Zone For Set the field to y to use the VDN time zone with holiday
Holiday Vectoring vectoring. Set the field to n to use the system time with
holiday vectoring.

Note:
The field follows VDN Override Rules.
VDN of Origin Annc. The field is available only if you set the VDN of Origin
Extension Announcements field on the Call Center page of the
System-Parameter Customer-Options screen to y. Enter
the extension number of the VDN of Origin
announcement. The default is blank.
VDN Override for ASAI Determines if the active VDN is sent as the called number
Messages for ISDN Trunk ASAI messages. When you set Meet-me
Conferencing to n, the VDN Override for ASAI
Messages field follows VDN Override Rules when the
system changes the active VDN for a call. The active VDN

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Field name Description

is the VDN that receives the call and changes to a routed-
to VDN if the VDN routing the call has the Allow VDN
Override field set to y. This field appears only if the
following conditions are set on the Communication
Manager license file:
• On the Call Center page of the System-Parameter
Customer-Options screen, set the ASAI Link Core
Capabilities field to y.
• On the Call Center page of the System-Parameter
Customer-Options screen, set the G3 Version field to
V10 or later.
Valid entries:
• no: The Called Number information sent for the Call
Offered, Alerting, Queued, and Connect ASAI event
notification messages and the adjunct-request
message is always the called VDN extension in the
Called Number Information Element (IE) sent in the
incoming ISDN SETUP message or the called number
of the local call and does not change after routing to the
called VDN and subsequent routed to VDNs.
• ISDN Trunk: When an incoming ISDN trunk call is
routed to the VDN, the Called Number information sent
in the ASAI event and Adjunct Route Request ASAI
messages, is the active VDN extension that becomes
associated with the call based on the VDN Override
rules. This option does not apply to local/internal calls.
• all: Allows VDN Override Rules for the ASAI
messages as above so the active VDN is used for the
called number for all types of calls to the VDN including
local/internal calls as well as external incoming ISDN
trunk calls.

VDN Timed ACW Interval When a value is entered in the field, an agent in the auto-
Associated field: After Xfer or in work mode who receives a call from this VDN is
Held Call Drops automatically placed into the ACW mode when the call
drops. Enter the number of seconds the agent must
remain in ACW following the call. When the administered
time is over, the agent automatically becomes available.
The field has priority over the Timed ACW Interval field
on the Hunt Group screen.
For incoming ACD or Direct Agent Calling (DAC) calls, an
auto-in agent is placed into Timed After Call Work (TACW)
mode, instead of immediately making the agent available,
if the held caller drops or the agent transfers the call. You
can enable this feature for the agents in a hunt group or

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 Vector Directory Number screen

Field name Description

for calls delivered from a VDN when the Timed ACW
Interval field is set to a nonzero value.
VDN Time-Zone Offset Applies to the Communication Manager clock when a
time of day (tod) vector command is executed. The
Communication Manager clock handles the Daylight
Saving Time (DST) changes by using the existing
operation.
Based on a syntax of +HH:MM, the valid entries are:
[+ or -] [0 - 23] : [0 - 59]
The default is +00:00. When the default is set, the
Communication Manager time is used without
modification.
Following are the valid entries in this field:
• + or -: Use the minus (-) sign if the VDN local time is
earlier than the server local time. Use the plus (+) sign
if the VDN local time is later than the server local time.
• 0 - 23: Time in hours
• 0 - 59: Time in minutes

Note:
The field follows VDN Override Rules.
VDN variables
Var Assign up to nine VDN variables from V1 to V9.
Description Enter up to 15 alphanumeric characters.
Assignment Enter unvalidated decimal number comprising up to 16-
digit to each of the VDN variables, V1 through V9. If blank,
no decimal number is assigned to the VDN variable.

Implementation notes for the VDN screen

• You must activate the BCMS feature before you set the Measured field to internal or
both. In addition, you must administer the appropriate CMS release on the Feature-
Related System Parameters screen to change the field to external or both.
• The 1st/2nd/3rd Skill fields are applicable only when you set the EAS field on the System-
Parameters Customer-Options screen to y.
• The BCMS Acceptable Service Level (sec) field is applicable only if you set the BCMS
Acceptable Service Level field on the System-Parameters Customer-Options screen to
y and set the Measured field to internal or both.

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Call Center Elite screens

• The Data for the Orig Annc column is applicable only when you set the VDN of Origin
Announcement field on the System-Parameters Customer-Options screen to y.
• To list all VDNs using the same BSR Application Plan, type list VDN BSR xxx, where
xxx is the number of the BSR Application Plan used by more than one VDN.
• To associate VDNs and vectors for the Attendant Vectoring feature, there is a field on both
the VDN and the Call Vectoring screens to indicate attendant vectoring. When attendant
vectoring is indicated for VDNs and vectors, all call center-associated fields, such as Skills
and BSR, are removed.

Vector Routing Table screen

You can use the Vector Routing Table screen to store ANI or digits that you refer to in goto
vector steps. The screen is available only if you set the Vectoring (G3V4 Enhanced) field on
the System-Parameters Customer-Options screen is set to y.

Vector Routing Table administration commands

Use the following commands to administer Vector Routing Tables (VRT). You can use the List
Usage command to view the vectors and digit fields.

Command Parameter Qualifier

name
add vrt 1–999
next
change vrt 1– 999

display vrt 1–999

['schedule']
remove vrt 1–999

list vrt No qualifier since the list command displays all the
Vector Routing Tables

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 Vector Routing Table screen

Vector Routing Table field descriptions

Field name Description

Name Enter an alphanumeric table name with 1 to
15 characters. You can leave this field blank.
The default is blank.
Number The field is a display-only field.
Number (1–32) Enter a number. The default is blank. You can
enter wildcards such as the plus (+) sign and
the question (?) mark. The plus (+) sign
represents a group of digits. The question (?)
mark represents a single digit. The field is
limited to 16 characters with the following
restrictions:
• Enter only a plus sign (+), question mark
(?), or numbers from 0 to 9. No other
entries are valid.
• Enter one plus sign (+) as either the first or
last character in the number field.
However, you cannot use this character as
the sixteenth character of the number
field.
• Use as many question marks (?) as you
want.
• Do not use blank spaces in the number
field.
• If you leave the field blank, the
communication server stores the entry as
a null value.

Sort Enter y if you want the digit fields to be

sorted. The default is n. You can choose not
to sort the numbers, leaving the numbers in
the order that you entered them. If you
choose to sort the number fields, the
numbers are sorted as described below.
Remember that leading zeros are significant.
That means that 02 sorts ahead of a 2
followed by a space.
• Plus (+) signs sort first.
• Question (?) marks sort second.
• All numbers from 0 to 9 sort last.

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VuStats Display Format screen

Use the VuStats Display Format screen to describe the content and layout of the information
that appears on the phone display when an agent presses vustats. The system has 50 different
display formats. The first display is a predefined example format, which can be changed.
Displays 2 through 50 are blank. Each display format can contain up to 10 data items. However,
the amount of data to be displayed is limited to 40 characters due to the physical limitations
on display phones.

VuStats Display Format administration commands

Use the following administration commands to access the VuStats Display Format screen.

Command name Parameter Qualifier

change vustats-display-format 1-50

display vustats-display-format 1-50

list vustats-display-format 1-50 count ##

Specify a number from 1 to 50 to indicate the number of the display format to be to changed
or displayed. Count ## is the number of display formats to list.

VuStats Display Format field descriptions

Field name Description

Data Field Character The character used in the Format
Description field to identify the position and
length of each data field. The default is $.
Enter another character if the $ is needed for
fixed text in the Format Description field.
Any character is valid except a space.
Display Interval The interval, in seconds, for which data is
displayed if no update is entered in the
Update Interval field. Enter one of the
following values:
• 5 - Display clears after 5 seconds
• 10 - Display clears after 10 seconds

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 VuStats Display Format screen

Field name Description

• 15 - Display clears after 15 seconds

• 30 - Display clears after 30 seconds
• not cleared - The display does not clear
and the data appears until the display is
used for another operation or until you
press the Normal button.

Format Description The definition of the layout for the 40-

character display. Specify the starting
position and the length of the data items by
entering, for each data field, an optional label
for the field followed by the appropriate
number of data field characters such as $s.
Each $ represents one character in the
display. For example, if the data will be a
maximum of five characters long, enter $$$
$$.
Some data types have preset maximum field
length limits based on the Communication
Manager administration. For example, the
data type acceptable-service-level is taken
from the BCMS Acceptable Service Level
field on the Hunt Group and Vector Directory
Number screens. On the screen, the field
allows a maximum number of four
characters. Therefore, for the acceptable-
service-level, do not create a VuStats
Display field that consists of more than four
characters. Other data types have similar
limits.
Field lengths for data items that appear as
time must match the value in the Format
field. Account for possible colons when the
display is in a time format.
Format descriptions can be all text such as a
message of the day or format can be all data
fields, in which case users have to memorize
the labels or use customer-provided overlays
above or below the display.
If the numeric data for a field is too large for
the number of data field characters entered,
the VuStats display shows asterisks instead
of data. If the name database items are too
large for the number of data field characters,
the VuStats display truncates the data to fit
the data field size. The split or skill objective,
as entered on the Hunt Group screen,

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Call Center Elite screens

Field name Description

displays as asterisks if the information
exceeds the data field size.
If the data for a field is too large for the
number of data field characters entered,
VuStats displays asterisks. If name database
items are too large for the number of data
field characters, VuStats truncates the data.
VuStats also displays split or skill objective
assigned on the Hunt Group screen as
asterisks if the information exceeds the data
field size.
Format Number The system generates a format number
automatically when the system creates a
VuStats display. You cannot change this
number. You can create 50 different display
formats. Format Number 1 is a predefined
sample format that you can modify.
Next Format Number To link this display to another display, enter
the number of the display format, between
1-50, that must appear when a VuStats user
presses the next button, or enter none
(default). In general, you only link displays
with the same object type.
Number of Intervals Specify the number of BCMS intervals used
to collect data when you have specified
interval as the period for a historical data
type. You can enter a number between 1 and
25, or leave the field blank to apply the
current interval. The default is blank. If you
enter 24, and the BCMS measurement
interval on the Feature-Related System
Parameters screen is set to 1 hour, you can
receive information on the previous 24 hours.
If the BCMS measurement interval is set to
half-hour, you can receive information on the
previous 12 hours. You can also leave this
field blank. If you do, you can receive
information on the current interval.
Object Type The type of object for which data is displayed.
Enter one of the following values:
• agent: Provides agents with their own
statistics or statistics about the splits or
skills the agent logs in to.
• agent-extension: Provides
supervisors with statistics about agents or

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 VuStats Display Format screen

Field name Description

the splits or skills the agents log in to.

VuStats can automatically display statistics
for a specific agent if you administer agent
log-in ID or BCMS/Vustats log-in ID.
Supervisors can also enter the ID of an
agent.
• split/skill: Displays statistics about
a specific split or skill. You must administer
the split or skill as measured on the Hunt
Group screen.
• trunk-group: Displays statistics about
a specific trunk group. You must administer
the trunk group as measured on the
Trunk Group screen.
• VDN: Displays statistics about a specific
VDN. You must administer the VDN as
measured on the Vector Directory
Number screen.

Update Interval The interval in seconds between display

updates. Enter one of the following values:
• no-update: The display is not updated
and appears only for the interval specified
in the Display Interval field.
• polled: Updates the display hourly or
half-hourly, based on the value in BCMS
Measurement Interval field on the
Feature-Related System Parameter
screen.
• 10: Updates every 10 seconds.
• 20: Updates every 20 seconds.
• 30: Updates every 30 seconds.
• 60: Updates every 60 seconds.
• 120: Updates every 2 minutes.

List VuStats Display Format screen

A second VuStats Display Format screen is available with the list command. The purpose
of this screen is to present the format of all the VuStats displays or a selected number of VuStats
displays. The List VuStats Display Format screen displays the format number, next format

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Call Center Elite screens

number, number of intervals, object type, update interval, and format description fields, and all
designated data items, including the data type, format, threshold, and skill reference.
Use this screen to compare the VuStats displays. This list presentation is most helpful when
trying to see how displays are linked to each other. The screen includes the Next field, which
contains the number of the next display, if any, to which a display is linked.

List VuStats Display Format field descriptions

Field name Description

Format Description The definition of the layout of the display. The
first line contains the text that precedes the
data on a display plus the length of each data
field indicated by $s. The succeeding lines of
Format Description identify the data items
in the order of appearance. The data items
are the actual measurements and other
information on how your agents, splits or
skills, VDNs, and trunk groups within the call
center are performing. The data items are
followed by the format, which identifies how
the data appears in the display, the period
and threshold, and the split or skill
reference.
Int The number of measurement intervals.
Next The number of the next display if the current
display is followed by another display format.
If the current display format is not followed by
another display format, the system does not
display any numbers.
No The unique identifying number of each
display format.
Object Type The type of object for which the system
displays data.
Update The time between display updates.

VuStats fields
Required and allowed fields for agent and agent-extension data types

VuStats data type Format Period Threshold Reference

acd-calls – required allowed required

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 VuStats Display Format screen

VuStats data type Format Period Threshold Reference

agent-extension – – – –
agent-name – – – –
agent-state – – – required
average-acd-call-time required required allowed –
average-acd-talk-time required required allowed required
average-extension-time required required allowed –
call-rate – required allowed –
current-reason-code – – allowed –
current-reason-code-name – – allowed –
elapsed-time-in-state – – – –
extension-calls – required allowed –
extension-incoming-calls – – allowed –
extension-outgoing-calls – – allowed –
percent-acd-call-time – required allowed –
shift-acd-calls – – allowed required
shift-aux-time-1 required – allowed –
shift-aux-time-2 required – allowed –
shift-aux-time-3 required – allowed –
shift-aux-time-4 required – allowed –
shift-aux-time-5 required – allowed –
shift-aux-time-6 required – allowed –
shift-aux-time-7 required – allowed –
shift-aux-time-8 required – allowed –
shift-aux-time-9 required – allowed –
shift-aux-time-all required – allowed –
shift-aux-time-default required – allowed –
shift-aux-time-non-default required – allowed –
shift-aux-time-reason-code required – allowed –
shift-average-acd-talk-time required – allowed required
skill-level – – – required
split-acceptable-service-level required – – required

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VuStats data type Format Period Threshold Reference

split-acd-calls – required allowed required
split-after-call-sessions – – allowed required
split-agents-available – – allowed required
split-agents-in-after-call – – allowed required
split-agents-in-aux-1 – – allowed required
split-agents-in-aux-2 – – allowed required
split-agents-in-aux-3 – – allowed required
split-agents-in-aux-4 – – allowed required
split-agents-in-aux-5 – – allowed required
split-agents-in-aux-6 – – allowed required
split-agents-in-aux-7 – – allowed required
split-agents-in-aux-8 – – allowed required
split-agents-in-aux-9 – – allowed required
split-agents-in-aux-all – – allowed required
split-agents-in-aux-default – – allowed required
split-agents-in-aux-non- – – allowed required
default
split-agents-in-other – – allowed required
split-agents-on-acd-calls – – allowed required
split-agents-on-extension- – – allowed required
calls
split-agents-staffed – – allowed required
split-average-acd-talk-time required required allowed required
split-average-after-call-time required – allowed required
split-average-speed-of- required required allowed required
answer
split-average-time-to- required required allowed required
abandon
split-call-rate – – allowed required
split-calls-abandoned – required allowed required
split-calls-flowed-in – required allowed required
split-calls-flowed-out – required allowed required
split-calls-waiting – – allowed required

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 VuStats Display Format screen

VuStats data type Format Period Threshold Reference

split-extension – – – required
split-name – – – required
split-number – – – required
split-objective – – – required
split-oldest-calling-waiting required – allowed required
split-percent-in-service-level – required allowed required
split-total-acd-talk-time required required allowed required
split-total-after-call-time required required allowed required
split-total-aux-time required required allowed required
time-agent-entered-state – – – required
total-acd-call-time required required allowed –
total-acd-talk-time required required allowed –
total-after-call-time required required allowed –
total-aux-time required required allowed –
total-available-time required required allowed –
total-hold-time required required allowed –
total-staffed-time required required allowed –

Required and allowed fields for split data types

VuStats data type Format Period Threshold

acceptable-service-level required – –
acd-calls – required allowed
after-call sessions – – allowed
agents-available – – allowed
agents-in-after-call – – allowed
agents-in-aux-1 – – allowed
agents-in-aux-2 – – allowed
agents-in-aux-3 – – allowed
agents-in-aux-4 – – allowed
agents-in-aux-5 – – allowed
agents-in-aux-6 – – allowed

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VuStats data type Format Period Threshold

agents-in-aux-7 – – allowed
agents-in-aux-8 – – allowed
agents-in-aux-9 – – allowed
agents-in-aux-all – – allowed
agents-in-aux-default – – allowed
agents-in-aux-non-default – – allowed
agents-in-other – – allowed
agents-on-acd-calls – – allowed
agents-on-extension-calls – – allowed
agents-staffed – – allowed
average-acd-talk-time required required allowed
average-after-call-time required – allowed
average-speed-of-answer required required allowed
average-time-to-abandon required required allowed
call-rate – – allowed
calls-abandoned – required allowed
calls-flowed-in – required allowed
calls-flowed-out – required allowed
calls-waiting – – allowed
oldest-calling-waiting required – allowed
percent-in-service-level – required allowed
split-extension – – –
split-name – – –
split-number – – –
split-objective – – –
total-acd-talk-time required required allowed
total-after-call-time required required allowed
total-aux-time required required allowed

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 VuStats Display Format screen

Required and allowed fields for VDN data types

VuStats data type Format Period Threshold

acceptable-service-level required – –
acd-calls – required allowed
average-acd-talk-time required required allowed
average-speed-of-answer required required allowed
average-time-to-abandon required required allowed
calls-abandoned – required allowed
calls-flowed-out – required allowed
calls-forced-busy-or-disc – required allowed
calls-offered – required allowed
calls-waiting – – allowed
non-acd-calls-connected – required allowed
oldest-calling-waiting required – allowed
percent-in-service-level – required allowed
total-acd-talk-time required required allowed
vdn-extension – – –
vdn-name – – –

Required and allowed fields for trunk group data types

VuStats data type Format Period Threshold

average-incoming-call-time required required allowed
average-outgoing-call-time required required allowed
incoming-abandoned-calls – required allowed
incoming-calls – required allowed
incoming-usage required required allowed
number-of-trunks – – –
outgoing-calls – required allowed
outgoing-completed-calls – required allowed
outgoing-usage required required allowed
percent-all-trunks-busy – required allowed
percent-trunks-maint-busy – required allowed

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VuStats data type Format Period Threshold

trunk-group-name – – –
trunk-group-number – – –
trunks-in-use – – allowed
trunks-maint-busy – required allowed

Description of agent and agent-extension data types

VuStats data type Description BCMS report

(Field name/column
heading)
acd-calls Split or skill calls and direct agent calls Split status/VDN Status/
answered by a staffed agent. Agent Report: ACD
CALLS
agent-extension The extension for a specific agent. If either Split Status: Login ID or
BCMS/VuStats login IDs or EAS is EXT
enabled, the data type shows the login ID
or the agent.
agent-name The administered name for a specific Split Status/Agent
agent. Report/Agent Summary
Report: Agent
agent-state The current work mode of the agent. Split Status: STATE
average-acd-call- The average of hold time plus talk time. None
time
average-acd-talk- The average time a specific agent has Agent Report/Agent
time spent talking on completed ACD calls Summary Report: AVG
during a specified time period for all TALK TIME
internally measured splits or skills that the
agent was logged in to. This does not
include the time a call was ringing or was
on hold at an agent terminal.
average- The average time an agent spends on Agent Report/Agent
extension- time non-ACD calls while logged in to a Summary Report: AVG
minimum of one split or skill during the EXTN TIME
reported interval. This average does not
include the time when the agent was
holding the EXTN call.
call-rate The current rate of ACD calls handled per None
agent per hour for all split or skills.
current-reason- The number of the reason code None
code associated with the current Aux work
mode or with the agent logout.

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 VuStats Display Format screen

VuStats data type Description BCMS report

(Field name/column
heading)
current-reason- The name of the reason code associated None
code- name with the current Aux work mode or with the
agent logout.
elapsed-time-in- The length of time a staffed agent has None
state been in the current state.
extension-calls The number of incoming and outgoing Agent Report: EXTN
non-ACD calls that an agent completed CALLS
while logged in to a minimum of one split
or skill.
extension- The number of non-ACD calls that an Split Report: EXT IN
incoming- calls agent receives while logged in to a CALLS
minimum of one split or skill.
extension- The number of non-ACD calls that an Split Report: EXT OUT
outgoing-calls agent places while logged in to a minimum CALLS
of one split or skill.
percent-acd-call- The current calculated occupancy for the None
time staffed agent. This data type indicates the
percentage of time the agent talks and
holds ACD calls and is calculated as:
ACDtime + hold time (ACD calls only) /
(staffed time in interval + 100)
The calculation is listed in the occupancy
field of the Station Status screen.
shift-acd-calls The number of ACD calls answered by an None
agent during the administered period.
shift-aux-time-1 The time an agent has spent in the Aux None
work mode for reason code 1 during the
administered period.
shift-aux-time-2 The time an agent has spent in the Aux None
work mode for reason code 2 during the
administered period.
shift-aux-time-3 The time an agent has spent in the Aux None
work mode for reason code 3 during the
administered period.
shift-aux-time-4 The time an agent has spent in the Aux None
work mode for reason code 4 during the
administered period.
shift-aux-time-5 The time an agent has spent in the Aux None
work mode for reason code 5 during the
administered period.

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VuStats data type Description BCMS report

(Field name/column
heading)
shift-aux-time-6 The time an agent has spent in the Aux None
work mode for reason code 6 during the
administered period.
shift-aux-time-7 The time an agent has spent in the Aux None
work mode for reason code 7 during the
administered period.
shift-aux-time-8 The time an agent has spent in the Aux None
work mode for reason code 8 during the
administered period.
shift-aux-time-9 The time an agent has spent in the Aux None
work mode for reason code 9 during the
administered period.
shift-aux-time-all The time an agent has spent in the Aux None
work mode for all reason codes during the
administered period.
shift-aux-time- The time an agent has spent in the Aux None
default work mode for the default reason code 0
during the administered period.
shift-aux-time- The time an agent has spent in the Aux None
non- default work mode for reason codes 1 through 99
during the administered period.
shift-aux-time- The time an agent has spent in the Aux None
reason-code work mode for the current reason code
during the administered period.
shift-average-acd- The average talk time for ACD calls for a None
talk-time specific agent during the administered
period.
skill-level The skill level at which the skill was None
assigned to the agent.
split-acceptable- The number of seconds within which calls Split Status: Acceptable
service-level must be answered to be treated as Service Level
accepted, as identified on a per-hunt
group basis with timing beginning when
the ACD call enters the hunt group
queue.
split-acd-calls Split or skill calls and direct agent calls System Status/Split
answered by an agent. Report/Split Summary
Report: ACD CALLS
split-after-call- The number of times all agents have None
sessions entered ACW for a specific split or skill.

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 VuStats Display Format screen

VuStats data type Description BCMS report

(Field name/column
heading)
split-agents- The number of staffed agents currently Split Status: Avail
available available to receive ACD calls for a
specific split. This includes agents in auto-
in or manual-in work mode.
split-agents-in- For a specific split, the number of agents Split Status: ACW
after- call currently in ACW.
split-agents-in- For a specific skill, the number of agents None
aux-1 currently in the Aux work mode with
reason code 1.
split-agents-in- For a specific skill, the number of agents None
aux-2 currently in the Aux work mode with
reason code 2.
split-agents-in- For a specific skill, the number of agents None
aux-3 currently in the Aux work mode with
reason code 3.
split-agents-in- For a specific skill, the number of agents None
aux-4 currently in the Aux work mode with
reason code 4.
split-agents-in- For a specific skill, the number of agents None
aux-5 currently in the Aux work mode with
reason code 5.
split-agents-in- For a specific skill, the number of agents None
aux-6 currently in the Aux work mode with
reason code 6.
split-agents-in- For a specific skill, the number of agents None
aux-7 currently in the Aux work mode with
reason code 7.
split-agents-in- For a specific skill, the number of agents None
aux-8 currently in the Aux work mode with
reason code 8.
split-agents-in- For a specific skill, the number of agents None
aux-9 currently in the Aux work mode with
reason code 9.
split-agents-in- For a specific split or skill, the total number Split Status: AUX
aux-all of agents currently in the Aux work mode
for all reason codes.
split-agents-in- For a specific split or skill, the number of None
aux- default agents currently in the Aux work mode
with the default reason code 0.

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VuStats data type Description BCMS report

(Field name/column
heading)
split-agents-in- For a specific skill, the number of agents None
aux- non-default currently in the Aux work mode with
reason codes 1 through 99.
split-agents-in- The number of agents currently who: are Split Status: Other
other on a call for another split, are in the ACW
work mode for another split, have a call on
hold but are not in another state, or have
a call ringing at their terminals, or are
dialing a number while in AI/MI.
split-agents-on- The number of agents currently on split or Split Status: ACD
acd-calls skill or direct agent ACD calls for a specific
split.
split-agents-on- The number of agents in a specific split Split Status: Extn
extension-calls who are currently on non-ACD calls.
split-agents- The number of agents currently logged Split Status: Staffed
staffed into a split.
split-average-acd- The average talk time for ACD calls during System Status/Split
talk-time a specific period or day for a specified Report/Split Summary
split. Report: AVG TALK TIME
split-average- The average time for call-related ACW System Status: AVG
after- call-time completed by agents for this split (the AFTER CALL
same as average-after-call-time, but only
available for agent and agent-extension
object types). Call-related ACW time is
recorded when an agent leaves the ACW
state. If an agent is in call-related ACW
when an interval completes, all the ACW
time will be recorded for the interval in
which the agent leaves ACW.
split-average- The average speed for answering System Status/Split
speed- of-answer completed split and direct agent ACD calls Report/Split Summary
for a specified split or skill. Report: AVG SPEED
ANS
split-average- The average time calls waited in queue System Status/Split
time-to- abandon and were ringing before the call was Report/Split Summary
abandoned. Report: AVG ABAND
TIME
split-call-rate The current rate of ACD calls handled per None
agent per hour for a specific split or skill.

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 VuStats Display Format screen

VuStats data type Description BCMS report

(Field name/column
heading)
split-calls- The number of calls that left the queue, System Status/Split
abandoned provided the queue is the first split or skill Report/Split Summary
that the call queued up to, or abandoned Report: ABAND CALLS
ringing.
split-calls-flowed- The total number of calls for a specific split Split Report/Split
in or skill that were received as a coverage Summary Report: FLOW
point (intraflowed) from another internally IN
measured split or skill, or were call-
forwarded (interflowed) to the split or
skill.
split-calls-flowed- The total number of calls for a specific split Split Report/Split
out or skill that successfully extended to the Summary Report: FLOW
split or skill coverage point, call- OUT
forwarded, or answered using call pick-
up.
split-calls-waiting The number of calls that encountered a System Status: CALLS
split but were not answered, abandoned, WAIT
or outflowed.
split-extension The administered extension for a split. None
split-name The administered name for a split or skill. Split Report/Split
Status: Split Name
System Status: SPLIT
split-number The administered number for a split or Split Report/Split
skill. Status: Split Name
System Status: SPLIT
split-objective The administered objective for a split or None
skill.
split-oldest-call- The time the oldest call has been waiting System Status: OLDEST
waiting for a specific split or skill. CALL
split-percent-in- For a specific split or skill, the percentage System Status/Split
service-level of calls answered within the administered Report/Split Summary
service level on the Hunt Group screen. Report: % WITHIN
SERVICE LEVEL
split-total-acd-talk- For a specified split or skill, the total time None
time agents spent talking on split or skill calls
and direct agent calls for this split.
split-total-after- The total time an agent spent in call- Split Report/Split
call-time related ACW for this split or skill and non- Summary Report:
call-related ACW for any split or skill TOTAL AFTER CALL
during a specific time period, excluding

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VuStats data type Description BCMS report

(Field name/column
heading)
time spent on incoming or outgoing
extension calls while in ACW.
split-total-aux-time The total time an agent spent in the Aux Split Report/Split
mode for this split or skill. Summary Report:
TOTAL AUX/OTHER
total-acd-call-time The total talk time plus the total hold time None
for split or skill and Direct Agent ACD
calls.
total-acd-talk-time The total time agents spent talking on split None
or skill calls and direct agent calls.
total-after-call- The total time an agent spent in call- Agent Report/Agent
time related or noncall-related ACW for any Summary Report:
split during a specific time period, TOTAL AFTER CALL
excluding time spent on incoming or
outgoing extension calls while in ACW.
With EAS, all noncall-related ACW time is
associated with the first skill logged in to.
total-aux-time The total time an agent spent in the Aux Agent Report/Agent
work for all splits or skills (simultaneously) Summary Report:
that the agent was logged in to. If an agent TOTAL AUX/OTHER
entered Aux in one interval, but ended Aux
in another, each of the intervals will reflect
the appropriate amount of time spent in
the interval (agent reports also include
OTHER time).
total-available- The time an agent is available in one split Agent Report: TOTAL
time or skill. AVAIL TIME
total-hold-time The total time ACD calls are on hold at a Agent Report: TOTAL
specific agent telephone. This time is the HOLD TIME
caller hold time and is independent of the
agent state. This time does not include
hold time for non-ACD calls on hold.
total-staffed-time The total time an agent is logged in to Agent Report: TOTAL
more than one split or skill during a specific TIME STAFFED
period or day. An agent is clocked for staff
time as long as the agent is logged in to
any split.

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 VuStats Display Format screen

Description of split data types

VuStats data type Description BCMS Report

Field Name/Column
Heading
acceptable-service- The number of seconds within which Split Status/Split
level calls must be answered. Identified on a Report: Acceptable
per-hunt group basis. Timing begins Service Level
when the call enters the hunt group
queue.
acd-calls Split or skill calls and direct agent calls Split status/VDN
answered by an agent. Status/Agent Report:
ACD CALLS
after-call sessions The number of times all agents have None
entered ACW.
agents-available The number of agents who are Split Status: Avail
currently available to receive ACD
calls. This includes agents in the auto-
in or manual-in work mode.
agents-in-after-call The number of agents who are Split Status: ACW
currently in ACW mode.
agents-in-aux-1 The number of agents currently in Aux None
work mode for reason code 1 for the
referenced skill.
agents-in-aux-2 The number of agents currently in Aux None
work mode for reason code 2 for the
referenced skill.
agents-in-aux-3 The number of agents currently in Aux None
work mode for reason code 3 for the
referenced skill.
agents-in-aux-4 The number of agents currently in Aux None
work mode for reason code 4 for the
referenced skill.
agents-in-aux-5 The number of agents currently in Aux None
work mode for reason code 5 for the
referenced skill.
agents-in-aux-6 The number of agents currently in Aux None
work mode for reason code 6 for the
referenced skill.
agents-in-aux-7 The number of agents currently in Aux None
work mode for reason code 7 for the
referenced skill.

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VuStats data type Description BCMS Report

Field Name/Column
Heading
agents-in-aux-8 The number of agents currently in Aux None
work mode for reason code 8 for the
referenced skill.
agents-in-aux-9 The number of agents currently in Aux None
work mode for reason code 9 for the
referenced skill.
agents-in-aux-all The number of agents currently in Aux Split Status: AUX
work mode for all reason codes for the
referenced split/skill.
agents-in-aux-default The number of agents currently in Aux None
work mode for the default reason code
0 for the referenced split/skill.
agents-in-aux-non- The number of agents currently in Aux None
default work mode for reason codes 1 through
99 for the referenced skill.
agents-in-other The number of agents who are Split Status: Other
currently on a call for another split, in
the ACW work mode for another split,
have a call on hold but are not in
another state, or have a call ringing at
their terminal, or are dialing a number
from AI/MI mode.
agents-on-acd-calls The number of agents who are Split Status: ACD
currently on split or skill or direct agent
ACD calls for a specific split.
agents-on-extension- The number of agents in a specific split Split Status: Extn
calls who are currently on non-ACD calls.
agents-staffed The number of agents who are Split Status: Staffed
currently logged into the specified
split.
average-acd-talk-time The average talk time for ACD calls System Status/Split
during a specific period or day for a Report: AVG TALK
specified split. TIME
average-after-call-time The average time for call-related After System Status: AVG
Call Work (ACW) completed by agents AFTER CALL
in this split. Call-related ACW time is
recorded when an agent leaves the
ACW state. If an agent is in call-related
ACW when an interval completes, all
the ACW time will be recorded for the

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 VuStats Display Format screen

VuStats data type Description BCMS Report

Field Name/Column
Heading
interval in which the agent leaves
ACW.
average-speed-of- The average speed for answering for System Status/Split
answer split/skill and direct agent ACD calls Report: AVG SPEED
that have completed for a specified ANS
split/skill during a specified time. This
includes queue time and ringing time
for this split.
average-time-to- The average time calls waited before System Status/Split
abandon being abandoning. Report: AVG ABAND
TIME
call-rate The current rate of ACD calls handled none
per agent per hour for all split/skills.
calls-abandoned The number of calls that abandoned. System Status/Split
Report: ABAND
CALLS
calls-flowed-in The total number of calls for a specific Split Report/Split
split that were received as a coverage Summary Report:
point (intraflowed) from another FLOW IN
internally-measured split, or were call-
forwarded (interflowed) to the split.
This does not include calls that were
interflowed from a remote
communication server by the Look
Ahead Interflow feature.
calls-flowed-out The number of calls the split extended Split Report/Split
to its coverage point, calls that call- Summary Report:
forward out or are answered by call FLOW OUT
pickup, calls that queued to this split as
a primary split and were answered or
abandoned from ringing in another
split.
calls-waiting The number of calls that have System Status:
encountered a split/skill but have not CALLS WAIT
been answered, abandoned, or
outflowed.
oldest-call-waiting The time the oldest call has been System Status:
waiting in the split/skill. Timing begins OLDEST CALL
when the call enters the split/skill.
percent-in-service-level The percentage of calls offered to the System Status/Split
split that were answered within the Report/Split Summary

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VuStats data type Description BCMS Report

Field Name/Column
Heading
service level administered on the hunt Report: % IN SERV
group screen. LEVL
split-extension The administered extension for a split. None
split-name The administered name for a split. Split Report/Split
Status: Split Name
System Status: SPLIT
split-number The administered number for a split. Split Report/Split
Status: Split Name
System Status: SPLIT
split-objective The administered objective for a split. None
total-acd-talk-time The total time agents spent talking on None
split/skill calls and direct agent calls for
this split.
total-after-call-time The total time agents spent in call- Split Report/Split
related or non-call-related ACW for any Summary Report:
split during a specific time period. TOTAL AFTER CALL
total-aux-time The total time agents spent in Aux work Split Report/Split
mode for all reason codes for the Summary Report:
referenced split/skill during the TOTAL AUX/OTHER
administered period.

Description of VDN data types

VuStats data type Description BCMS Report

(Field Name/Column
Heading)
acceptable-service- The number of seconds within which calls VDN Status/VDN
level must be answered. Identified on a per- Report: Acceptable
VDN basis. Timing begins when the call Service Level
enters the vector.
acd-calls Split or skill calls and direct agent calls VDN Status: ACD
answered by an agent CALLS
average-acd-talk- The average talk time for ACD calls VDN Status/Split
time during a specific period/day for a Report: AVG TALK
specified VDN. HOLD
average-speed-of- The average speed for answering ACD VDN Status/VDN
answer and CONNect calls that are complete for Report/VDN Summary
a specified VDN during a specified time. Report: AVG SPEED
This includes time in vector processing. ANS

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 VuStats Display Format screen

VuStats data type Description BCMS Report

(Field Name/Column
Heading)
average-time-to- The average time calls waited before VDN Status/VDN
abandon abandoning. Report: AVG ABAND
TIME
calls-abandoned The number of calls that abandoned. VDN Status/VDN
Report/VDN Summary
Report: ABAND
CALLS
calls-flowed-out The total number of calls for a specific VDN Status/VDN
VDN that successfully routed to another Report/VDN Summary
VDN or off the communication server. Report: FLOW OUT
calls-forced-busy-or- The number of calls given forced busy or VDN Status/VDN
disc forced disconnect. Report/VDN Summary
Report: CALLS BUSY/
DISC
calls-offered All calls offered to a VDN, including ACD VDN Status/VDN
calls, connected calls, abandoned calls, Report/VDN Summary
busy calls, disconnected calls, and Report: CALLS
outflow calls. OFFERED
calls-waiting The number of calls that have VDN Status: CALLS
encountered a VDN, but have not been WAIT
answered, abandoned, or outflowed.
non-acd-calls- The number of non-ACD calls routed from VDN Status/VDN
connected a specific VDN that were connected to an Report/VDN Summary
extension. Report: CONN CALLS
oldest-calling-waiting The time the oldest call has been waiting VDN Status: OLDEST
in the VDN. Timing begins when the call CALL
enters the vector.
percent-in-service- The percentage of calls offered to the VDN Status/VDN
level VDN that were answered within the Report/VDN Summary
service level administered for the VDN. Report: % IN SERV
LEVL
total-acd-talk-time The total time agents spent talking on split None
or skill calls and direct agent calls.
vdn-extension The extension of a VDN. VDN Status/VDN
Report: VDN EXT
vdn-name The name of a VDN. VDN Status/VDN
Summary Report: VDN
NAME

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Description of trunk group data types

VuStats data type Description BCMS report

(field name/column
heading)
average-incoming- call- Average holding time for incoming trunk Trunk Group:
time calls. INCOMING TIME
average-outgoing-call- Average holding time for outgoing trunk Trunk Group:
time calls. OUTGOING TIME
incoming-abandoned- Incoming calls abandoned during a Trunk Group:
calls specified time period for a specified INCOMING ABAND
trunk group.
incoming-calls Incoming calls carried by a specified Trunk Group:
trunk group. INCOMING CALLS
incoming-usage The total trunk holding time for incoming Trunk Group:
calls in hundred call seconds. INCOMING CCS
number-of-trunks The number of trunks in a specified Trunk Group:
trunk group. Number of Trunks
outgoing-calls The number of outgoing calls carried by Trunk Group:
a specified trunk group. OUTGOING CALLS
outgoing-completed- The number of outgoing calls that Trunk Group:
calls received answer supervision or answer OUTGOING COMP
timeout.
outgoing-usage The total trunk holding time for outgoing Trunk Group:
calls in hundred call seconds. OUTGOING CCS
percent-all-trunks-busy The percent of time all the trunks in a Trunk Group: % ALL
specified trunk group were busy during BUSY
a specified period/day. Timing for a call
begins when the last trunk is seized.
percent-trunks-maint- The percent of time trunks were busied Trunk Group: % TIME
busy out for maintenance during a specified MAINT
period/day.
trunk-group-name The name administered for a specific Trunk Group: Trunk
trunk group. Group Name
trunk-group-number The number administered for a specific Trunk Group: Trunk
trunk group. Group Number
trunks-in-use The number of trunks currently in use None
(not idle).
trunks-maint-busy The number of trunks currently busied None
out for maintenance.

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Chapter 3: Administering Call Center Elite
features

Abandoned Call Search

Administer Abandoned Call Search on the following screen.

Screen name Field name

Trunk Group Abandoned Call Search
• CO
• FX
• WATS

You can administer abandoned call search on a per-trunk-group basis. On page 3 of the Trunk
Group screen, set the Abandoned Call Search field to y for each Central Office (CO), Foreign
eXchange (FX), and Wide Area Telecommunications Service (WATS) trunk group.

Note:
Abandoned Call Search is supported only for CO, FX and WATS.

Add/Remove Skills
Administer Add/Remove Skills on the following screens.

Screen name Field name

Class of Restriction (COR) On page 1 of the screen.
Feature Access Code (FAC) On page 6 of the screen under the Miscellaneous
header.
Language Translations 42–43 on Page 5 of the screen under miscellaneous
features.
Hunt Group Skill on page 2 of the screen.

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Administering Call Center Elite features

Screen name Field name

Class of Service On page 1 of the screen.

Agent/Caller Disconnect Tones

Note:
This feature requires Call Center Release 6.0 or later.
Administer Agent/Caller Disconnect Tones on the following screen.

Screen name Field name

Feature-Related System Parameters Agent/Caller Disconnect Tones

On page 13 of the Feature-Related System Parameters screen, set the Agent/Caller

Disconnect Tones field to y.

Agent Call Handling

Administer Agent Call Handling on the following screens.

Screen name Field name

Feature Access Code (FAC) Administer the agent capabilities on the screen
Hunt Group Forced Entry of Stroke Counts or Call Work Codes on
page 3 of the screen
Timed ACW Interval (sec) and on page 2 of the screen
Associated field: After Xfer or Held Call Drops on page 2
of the screen
Vector Directory Number VDN Timed ACW Interval on page 2 of the screen
Associated field: After Xfer or Held Call Drops on page 2
of the screen
Station (multi-appearance) Button Assignments
• manual-in
• auto-in
• aux-work
• after-call
• assist

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Screen name Field name

• release
• work-code
• stroke-cnt
Active Station Ringing (DCP, Hybrid)
Idle/Active Ringing (Callmaster)
VuStats
Stations (all) Auto Answer
Attendant Console Button Assignments
• after-call
• assist
• auto-in
• aux-work
• manual-in
• release
• work-code
• stroke-cnt
Auto Answer
Agent LoginID (EAS only) All fields

Auto-Available Skills
Administer Auto-Available Skills on the following screens.

Screen name Field name

Hunt Group AAS
Agent LoginID (EAS only)

1. On page 6 of the System-Parameters Customer-Options screen, verify that the ACD

field is set to y. If the field is not set to y, contact your Avaya Services
representative.
2. On page 1 of the Hunt Group screen, verify that the ACD field is set to y.

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Automatic Call Distribution

Administer Automatic Call Distribution on the following screens.

Screen name Field name

System-Parameters Customer- Enter display system-parameters
Options customer-options to verify if the features
required for ACD are set to y.

Note:
The Call Center Optional Features are on pages 6
and 7 of the System-Parameters Customer-Options
screen.
Date and Time Use the set time command to apply daylight
savings and daylight savings rule number. To configure
the rules, enter change daylight-savings-
rule.
For Linux systems, use the Integrated Management
Maintenance Web Interface to configure time.
Dial Plan Parameters Use the Dial Plan Parameters screen to set the
Dial Plan Analysis Table system-wide parameters for the dial plan or to define
the per-location Dial Plan Parameters Table.
The Dial Plan Analysis Table screen defines the dialing
plan for your system. The Call Type column in the Dial
Plan Analysis Table indicates what the system does
when an agent dials the digit. The Total Length
column indicates the length of the dialed string for each
type of call.
With Feature Access Codes (FAC), agents can
activate and deactivate features from their phones.
FACs must conform to your dial plan and must be
unique. You can add new FAC ranges to the dial plan
by using the change dialplan analysis
command. You can then change the FACs on the
Feature Access Code screen.
Feature-Related System- You can administer the following on the screen:
Parameters
• System options for general PBX features
• Uniform Call Identification (UCID )
• ISDN and SIP system options for trunks
• Path replace while in queue or vectoring
• CPN/ANI/ICLID

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 Automatic Call Distribution

Screen name Field name

• Vector Disconnect Timer

• Zip Tone
• Station display
• Expert Agent Selection
• Vectoring
• Call Prompting
• Best Service Routing
• Outbound Call Management (OCM)
• Agent and Call Selection
• Call Management System (CMS) Reporting Adjunct
Release
• BCMS
• ASAI
• Reason Codes
• Redirection on RONA/ROIF/ROOF

Feature Access Code (FAC) You can change the following FACs on the screen:
• Announcement
• Login
• Logout
• After Call Work and other work mode
• Service Observing
• Add/remove agent skill
• Remote logout of agent
• Call Vectoring or Call Prompting

Abbreviated Dialing For login and logout buttons and other agent-related
buttons only defined using Facility Access Codes.
Class of Service Feature access capabilities for agent and supervisor
stations (recording announcement using phone
required console permissions)
Trunk Group All fields
In the Group Number field, assign consecutive group
numbers to trunk groups when you are using more
than two trunk groups to support the ACD
applications.

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Administering Call Center Elite features

Screen name Field name

Station You can set the following on the Station screen:
• Feature button assignment
• Agent answering options
• Station and Feature
• Call Forwarding

Hunt Group All fields.

When the ACD field is set to y, complete the fields that
apply. In the AAS field, enter y to activate Auto-
Available Skill (AAS).
Agent Login ID (EAS only) All fields.
Media Gateway Administer the gateway-announcement board.
Enable announcement-board Set the fields you intend to use to y.

Announcement/Audio Sources All fields.

Vector Directory Number (VDN) • Vector numbers.
• VDN-related parameters.

Call Vectors Programming for call handling.

Business Advocate
Based on the needs and challenges of your call center, determine which combination of call
and agent selection offers the best results, and administer the selection on Communication
Manager.
The following table lists the features of Business Advocate and Dynamic Advocate, the impact
of implementing the features, and the related screens for administering the feature
components.

Feature name Decision level Screen name

Least Occupied Agent (LOA)

• LOA (Group Type) Skill Hunt Group

• ACW Considered Idle System Feature-Related System

Parameters
Percent Allocation
Percent Allocation (Call Handling Agent Agent LoginID
Preference)

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 Business Advocate

Feature name Decision level Screen name

Percent Allocation Disribution (PAD) Skill Hunt Group
group type

• Expected Call Handling Time Skill Hunt Group

• Dynamic Percentage Adjustment Skill Hunt Group

Service Level Target Skill Hunt Group

ACW Considered Idle System Feature-Related System
Parameters
Auto Reserve Agents System Feature-Related System
Parameters
Dynamic Queue Position
Dynamic Queue Position Skill Hunt Group
Service Objective VDN Vector Directory Number
Service Objective
Service Objective (activate for agent) Agent Agent LoginID
Service Objective (set target Skill Hunt Group
objective)
Call Selection Measurement (CWT or System Feature-Related System
PWT) Parameters
Service Level Supervisor
Service Level Supervisor (administer Skill Hunt Group
for skill)
Activate on Oldest Call Waiting Skill Hunt Group
Call Selection Override System Feature-Related System
Parameters
Skill Hunt Group
Other
Overload Thresholds Skill Hunt Group
Dynamic Threshold Adjustment Skill Hunt Group
Service Level Target Skill Hunt Group
Reserve Agents Agent Agent LoginID
Predicted Wait Time (PWT) System Feature-Related System
Parameters

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Feature name Decision level Screen name

Call Handling Preference (call Agent Agent LoginID
selection method)
• Greatest Need
• Skill Level
• Percent Allocation

Group Type (agent selection method) Skill Hunt Group

• UCD — MIA
• EAD — MIA
• UCD — LOA
• EAD — LOA
• Percent Allocation Distribution

Avaya IQ Measurements
Note:
Expert Agent Selection (EAS) and Universal Call ID (UCID) must be active for Avaya IQ
measurements. Add a row to the IQ and the CMS table for administration of the Feature-
Related System Parameters screen, Reporting Adjunct Release field, and the Processor
Channel Assignment screen.
Administer Avaya IQ measurements on the following screens.

Screen name Field name

Hunt Group Measured
Trunk Group (All) Measured
Vector Directory Number (VDN) Measured

Basic Call Management System

Administer Basic Call Management System on the following screens.

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 Basic Call Management System

Note:
Ensure that all agents have logged out of the system before changing any field values on
the BCMS/VuStats Login ID screen. You can turn off the measurements for a skill while the
agents are logged in, but agents must log off to start measurements for the skill.

Screen name Field name

System-Parameters Customer- Set the following fields to y:
Options
• ACD
• BCMS (Basic)
• BCMS/VuStats Service Level
• VuStats

Agent LoginID When you use BCMS with EAS, complete all fields for
each agent.
BCMS/VuStats Login ID When you use BCMS without EAS, enter a log-in ID and
name for each agent.
Feature-Related System Administer the following fields:
Parameters
• Minimum Agent-Login Password Length
• BCMS/VuStats Measurement Interval
• BCMS/VuStats Abandon Call Timer
• Validate BCMS/VuStats Login IDs
• Remove Inactive BCMS/VuStats
• System Printer Endpoint
• Lines per Page
• EIA Device Bit Rate

Hunt Group Measured

Service Level Target
Trunk Group Measured
Vector Directory Number (VDN) Measured
Acceptable Service Level

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Administering Call Center Elite features

Best Service Routing

Single-site BSR
Procedure

1. To go to the Vector Directory Number screen, type add vdn xxxxx, or change vdn
xxxxx at the command line prompt and press Enter. xxxxx is a valid VDN extension
as defined in the system dial plan.
2. In the Allow VDN Override field, enter y or n.
If the call is directed to another VDN during vector processing:
• y: To allow the settings of the subsequent VDN, including settings on the BSR
Available Agent Strategy field, to replace the settings of the current VDN.
• n: To retain the settings of the current VDN, including the settings on the BSR
Available Agent Strategy field.
3. In the BSR Available Agent Strategy field, enter the identifier for the agent
selection method that you want the VDN to use.
When this VDN is the active VDN for a vector that uses BSR, the VDN available
agent strategy determines how calls are directed when one or more of the specified
resources have available (idle) agents. If there is only one split/skill with available
agents, calls are delivered to that resource.

Field options Consider series selection

1st-found BSR does not check any other resource if the Consider
series finds an available agent.
ucd-mia The agent who has been idle for the longest period of time.
BSR compares all the skills that are specified in the vector
before delivering the ACD call.
ead-mia The agent with the highest, that is, primary skill level who
has been idle for the longest period of time. BSR
compares all the skills that are specified in the vector
before delivering the ACD call.
ucd-loa The least occupied agent. BSR compares all the skills that
are specified in the vector before delivering the ACD
call.

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 Best Service Routing

Field options Consider series selection

ead-loa The agent with the highest, that is, primary skill level who
is the least occupied. BSR compares all the skills that are
specified in the vector before delivering the call.

4. Press Enter to save your changes.

For tips on using BSR commands in vectors, see “Tips for writing BSR vectors” in
the Avaya Aura ® Call Center Elite Feature Reference document.

Multi-site BSR
Administer multi-site BSR on the following screens.

Screen name Field name

Optional Features • G3 Version
• Vectoring (Best Service Routing)
• Vectoring (G3V4 Advanced Routing)
• Look-Ahead Interflow (LAI)

Feature-Related System Parameters Adjunct CMS Release

Trunk Group (ISDN-BRI) • Outgoing Display
Settings in the fields Codeset to Send
TCM, Lookahead and Send Codeset 6/7 • Supplementary Service Protocol
LAI IE on the ISDN trunk forms do not • UUI Treatment
affect BSR.
Trunk Group (ISDN-PRI) • Outgoing Display
• Supplementary Service Protocol
• UUI Treatment

Trunk Group (SIP) UUI Treatment

Best Service Routing Application Plan Complete one screen for each BSR application
Vector Directory Number (VDN) • BSR Application
• BSR Available Agent Strategy

Call Vector Complete a screen for each vector (primary,

status poll and interflow vectors) in a BSR
application

You must enable LAI to use Multi-site BSR. For a list of required screens and fields, see Look-
Ahead Interflow (LAI). Since BSR can forward information such as VDN name, In-VDN time,

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Administering Call Center Elite features

and collected digits with interflowed calls, also see User-to-User Information transport for ISDN
trunks and SIP trunks.
Related topics:
Look-Ahead Interflow on page 150
User-to-User Information transport for ISDN trunks on page 177
Administering UUI transport for SIP trunks on page 179

Alternate selection on BSR ties

Procedure

1. Enter change system-parameters customer-options.

2. On the System-Parameters Customer-Options screen, verify that Vectoring
(Prompting) or Vectoring (Basic) is set to y.
3. On the Feature-Related System Parameters screen, enter one of the following
values in the BSR Tie Strategy field:
• 1st-found. This is the default.
• alternate.
4. Enter change vdn < vdn number> or add vdn < vdn number>.
5. On the Vector Directory Number screen, verify that the Attendant Vectoring and
Meet-me Conferencing fields are both set to n.

Note:
You cannot see the BSR Tie Strategy field if either Attendant Vectoring or
Meet-me Conferencing is set to y.
6. Enter one of the following values in the BSR Tie Strategy field:
• system. This is the default.
• 1st-found.
• alternate.

Local treatment
Using the screens in the following table, administer the local treatment feature.

Important:
You must set the BSR Local Treatment field to y on both the local and remote VDNs. If the
local VDN is set to n and the remote VDN is set to y, the remote Communication Manager

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 Best Service Routing

displays an ISDN_PROGRESS message with a progress indicator of in-band information. The

local Communication Manager treats this type of progress message as invalid unless the
local treatment flag is set and all interflow attempts result in dropped calls.
Ensure the following features are enabled.

Administration display system-parameters customer options

command
Screen name System-Parameters Customer-Options
Required fields Call Center Release 12 or later
Look-Ahead Interflow (LAI) y
Vectoring (Best Service Routing) y
BSR Local Treatment for IP & ISDN y

Use the change vdn command to enable VDN.

Administration change vdn xxx

command
Screen name Vector Directory Number
Required fields BSR Local Treatment y
Set the BSR Local
Treatment field to y on both
the local and remote VDNs,
else call interflow attempts
result in dropped calls.

Administering BSR polling over IP without the B-channel

Before you begin
• You must administer multi-site BSR. If the Communication Manager version is lower than
R11, the CISC SETUP does not start vector processing and the poll operation ends in a
time out, logging a vector event. Vector processing continues with the next step.
• You must set the following fields to y:
- IP Trunk
- QSIG Basic Call Setup
- QSIG Basic Supplementary Services
• You must have the TN799 C-LAN circuit pack to support D-channel signaling.

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About this task

You can configure BSR polling to prevent using a Bearer (B) channel when a polling signal is
sent over an H.323 IP trunk. This feature offers the following advantages:
• Improved trunk efficiency: BSR polling uses QSIG Call Independent Signaling
Connections/Temporary Signaling Connections (CISC/TSCs) that send BSR polls over
the D-channel without associated seizure of a B-channel. With this polling strategy, more
trunk bandwidth is available for other forms of voice or data traffic.
• Reduced hardware requirements: If you do not require the Voice over IP (VoIP)
functionality for the trunk, an IP Media Processor (MedPro) circuit pack (TN2302) is not
required.

Note:
BSR polling over IP without the B-channel uses non-call associated TSCs.
Procedure

1. Set up the signaling group for H.323, QSIG, and NCA-TSCs.

2. Set up the designated trunk group for ISDN and IP with a minimum of one assigned
trunk.

Important:
If an IP MedPro circuit pack is not installed, the Trunk Group Status screen
indicates the trunk as out-of-service. The circuit pack installation does not
affect the status poll signaling over the D-channel.

The Pattern screen

Procedure

1. Enter the display route-pattern xx command to view the Pattern screen.

Where xx is the route pattern used by the trunk group that supports TSCs.
2. In the TSC column, set the value to y.

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 Best Service Routing

Result
A sample of the Pattern screen configured for BSR polling over IP without the B-channel is as
follows.
display route-pattern 32 Page 1 of 3

Pattern Number: 32
Grp FRL NPA Pfx Hop Toll No. Inserted DCS/ IXC
No Mrk Lmt List Del Digits QSIG
Dgts Intw
1: 32 0 3 n user
2: n user
3: n user
4: n user
5: n user
6: n user
BCC VALUE
TSC
CA-TSC ITC BCIE Service/Feature BAND No. Numbering LAR
0 1 2 3 4 W Request Dgts Format
Subaddress
1: y y y y y n
y
as-needed rest none
2: y y y y y n n rest none
3: y y y y y n n rest none
4: y y y y y n n rest none
5: y y y y y n n rest none
6: y y y y y n n rest none

The BSR screen

Procedure

1. Enter the display best-service-routing xx command to view the Best

Service Routing screen. Where xx is a BSR application plan number.
2. The Status Poll VDN field must specify an AAR or AAS pattern that routes over an
IP trunk.

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Administering Call Center Elite features

Important:
Do not specify a Trunk Access Code (TAC) in the Status Poll VDN field. If you
specify a TAC, the poll routes through a B-channel, if a B-channel is available.

The Signaling Group screen

Procedure

1. Enter the display signaling-group xx command to view the Signaling Group

screen. Where xx is the signaling group number.
2. Specify the TSC related fields in the upper-right corner of the field.
The following are relevant fields:
• Max number of NCA TSC
• Trunk group for NCA TSC
3. Set the Supplementary Services Protocol field to b.

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 Best Service Routing

Result
A sample of the Signaling Group screen configured for BSR polling over IP without the B-
channel is as follows.
display signaling-group 32
SIGNALING GROUP
Group Number: 32 Group Type: h.323
Remote Office? n
Max number of NCA TSC: 10
Max number of CA TSC: 10
Trunk Group for NCA TSC: 32
Trunk Group for Channel Selection: 32
Supplementary Service Protocol: b
Network Call Transfer? n
Near-end Node Name: clan-01D12 Far-end Node Name: cland12-loop
Near-end Listen Port: 1720 Far-end Listen Port: 1720
Far-end Network Region:
LRQ Required? n Calls Share IP Signaling Connection?y
RRQ Required? n
Bypass If IP Threshold Exceeded?n
Direct IP-IP Audio Connections?y
IP Audio Hairpinning?y
Interworking Message: PROGress

The Trunk Group screen

Procedure

1. Enter the display trunk-group xx command to view the Trunk Group screen.
Where xx is the signaling group number.
2. Set the Group Type field to isdn.
3. Set the Carrier Medium field to IP.

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4. Set the Supplementary Service Protocol field to b.

display trunk-group 32 Page 2
of 22
TRUNK FEATURES
ACA Assignment? n Measured: none Wideband Support?
n
Internal Alert? n Maintenance Tests?
y
Data Restriction? n
NCA-TSC Trunk Member: 1

Send Name: y Send Calling Number:

y
Used for DCS? n Hop Dgt? n
Suppress # Outpulsing? n Numbering Format: public
Outgoing Channel ID Encoding: preferred UUI IE Treatment: service-
provider
Replace Restricted Numbers? n
Replace Unavailable Numbers?
n
Send Connected Number:
n
Send UCID? y
Send Codeset 6/7 LAI IE? n
Path Replacement with Retention? n
Path Replacement Method: better-route
Network (Japan) Needs Connect Before Disconnect?
n

5. Specify a trunk group member in the NCA-TSC Trunk Member field.

6. You must associate the group member used to make the BSR status polls with an
appropriate signaling group. Specify The signaling group in the “Sig Grp” column.
The group member is also specified in the NCA-TSC Trunk Member field on page
2 of the Trunk Group screen.

The Feature-Related System Parameters screen (ISDN)

Procedure

1. Enter the change system-parameters feature command to view the

Feature-Related System Parameters screen.

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 Call Classification

2. Specify an unassigned extension number for the dial plan in the QSIG TSC
Extension field.

Result
A sample of the Feature-Related System Parameters screen configured for BSR polling over
IP without the B-channel is as follows.
change system-parameters features Page 7 of 12
FEATURE-RELATED SYSTEM PARAMETERS
ISDN PARAMETERS
Send Non-ISDN Trunk Group Name as Connected Name? n
Display Connected Name/Number for ISDN DCS Calls? n
Send ISDN Trunk Group Name on Tandem Calls? n
QSIG TSC Extension: 3999
MWI - Number of Digits Per Voice Mail Subscriber: 5
National CPN Prefix:
International CPN Prefix:
Pass Prefixed CPN to ASAI? n
Unknown Numbers Considered Internal for AUDIX? n
USNI Calling Name for Outgoing Calls? n
Path Replacement with Measurements? y
QSIG Path Replacement Extension: 2999
Path Replace While in Queue/Vectoring? y

Call Classification

ASAI switched classified call operation

When an Adjunct Switch Applications Interface (ASAI)-connected adjunct places a third-party
make call, the adjunct invokes a Switched Classified Call (SCC). The adjunct uses an ASAI
REGister message with the Service Circuit parameter set to classifier. The ASAI REGister
message also includes the following:
• A request to perform Answering Machine Detection (AMD) on the call by including the
Answer Machine parameter.
• A ringback time out value specified by the number of rings, converted to seconds. The
number of rings can be 2 to 15 ring cycles, based on the value that 6 seconds equates

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to one ring cycle. The classifier uses the ringback time out value to determine the time to
wait for a far-end answer after ring detection. If the time out value is not provided in the
request message, the classifier uses a default of 60 seconds for 10 rings. No answer time
out drops the classifier and ends the call with a cause CS3/19 - No Answer.
SCC uses call classification resources to place outgoing calls as requested by the adjunct
predictive dialing and Outgoing Call Management (OCM) applications. Call classifiers detect
the following:
• Inband call progress signals including network Special Intercept Tones (SIT) tones
• Live answers
• Modems
• Answers made by an answering machine

Working of the hunting algorithm

When an SCC is requested, the algorithm searches the members of the outgoing trunk group
for an available trunk on a Port Network Gateway (PNG) or H.248 type Media Gateway (MG)
such as a G450 or G430.
If the trunk member terminates on an H.248 MG, the algorithm checks the gateway for an
available classifier or tone detector resource:
• If a classifier or tone detector resource is available, SCC starts.
• If a classifier resource is not available, the algorithm checks the outgoing trunk group for
an available member on another MG or PNG with an available classifier or tone detector
resource.
If the trunk member terminates on a PNG, the algorithm checks the gateway for an available
classifier board:
• If a classifier port network board exists in the PNG, SCC starts.
• If a classifier board is not available on that PNG and the PNG is TDM multi-connected
with other PNGs, an available classifier board is used on another PNG and SCC starts.
• If the PNG is IP-connected or if there are no available classifier boards among the TDM
multi-connected PNGs, the algorithm checks the trunk group again for an available
member on another PNG or MG with an available classifier or tone detector resource.
If the algorithm does not find a trunk member on PNG or H.248 MG with an available classifier
or tone detector resource, the algorithm uses the first available trunk member to start the call.
If there is no available classifier board on the gateway when the classifier is to be connected,
SCC fails.

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Note:
The hunting algorithm is applicable only when the outgoing trunk group is distributed across
gateways so that a trunk member and classifier resource match can be made on another
gateway after the first attempt fails.

How to insert the call classifier

The Call Classification After Answer Supervision field on the Feature-Related System
Parameters screen determines when the classifier is inserted in the connection.

Field Description
setting
n The classifier is always inserted after either out pulsing all digits or sending the
SETUP message. This is true even with the ISDN trunks. D-channel call
progress indications usually take precedence over classifier-detected progress
tones.
This is the default setting.
y The classifier is inserted after the answer is received for the call if Answering
Machine Detection is requested on the call. Otherwise, the classifier is not
inserted in the connection with this setting. The network must reliably determine
answer supervision through ISDN-type facilities.

While connection of the call classifier is required for switch-classified calls over the ISDN
trunks, you can use the Call Classification After Answer Supervision (CCAAS) field in place
of a classifier resource.
A classifier is not reserved during the call establishment when you enable the CCAAS field.
The classifier is reserved and connected at the time the call is answered. If there is no classifier
available at the time the classifier is to be connected, the call continues. The application can
receive a cause value with no classifiers available in the Answer event.
If you do not enable CCAAS and no classifiers are available during the reservation phase, the
call is dropped. If you do not enable CCAAS, the call classifier is reserved at the time the
outgoing trunk is seized.

How the call attempt is rejected

Call attempt rejection depends on how you set the Call Classification After Answer
Supervision field on the Feature-Related System Parameters screen.

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Field Status of call attempt

setting
n • Rejected with cause CS3/20: no trunks
• Rejected with cause CS3/21: no classifiers or a classifier is not retrieved

y • Rejected with cause CS3/20: no trunks

• Rejected with cause CS3/21: no classifiers. If AMD is requested for the call
and a classifier cannot be connected after answer supervision is received.

About the SIT Treatment for Call Classification screen

Use the SIT Treatment for Call Classification screen to specify the treatment of Special
Information Tones (SITs) used for Outbound Call Management (OCM) type calls with USA tone
characteristics. Use the port network TN744 Call Classifier circuit pack ports or H.248 Media
Gateway internal tone detector resources in the classified mode to detect SITs.
The classifiers can detecting the following six SITs:
• SIT Ineffective Other
• SIT Intercept
• SIT No Circuit
• SIT Reorder
• SIT Vacant Code
• SIT Unknown
• Answering Machine Detection (AMD) Treatment

Related topics:
SIT Treatment for Call Classification screen on page 75
SIT Treatment for Call Classification administration commands on page 75
SIT Treatment for Call Classification field descriptions on page 75

Call Prompting
Administer Call Prompting on the following screens.

Screen name Field name

System-Parameters Customer-Options Vectoring (Prompting)
Vectoring (CINFO)

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Screen name Field name

ISDN-PRI - for CINFO only
Feature-Related System Parameters Prompting Timeout
Vector Directory Number (VDN) All fields.
Announcements/Audio Sources Complete all fields for each extension that
provides a Call Prompting announcement.
Hunt Group Vector
Call Vector Complete the screen for each Call Prompting
vector.
Station (multi-appearance) Button/Feature Button Assignments: callr-info
Attendant Console Button/Feature Button Assignments: callr-info

If Vectoring (Basic) on the Call Center Optional Features screen is set to n, Call Prompting
cannot queue calls or make conditional checks based on the queue or agent status, time of
day, or day of week.
Ensure that the AT&T Intelligent Call Processing (ICP) service, ISDN-PRI and Vectoring
(Prompting) are active for CINFO.
You can administer any phone equipped with a display or attendant console with a caller
information callr-info button. The button displays digits collected for the last collect
digits command.
You must have Call Vectoring for CMS to use Call Prompting with CMS.

Call Vectoring
Administer Call Vectoring on the following screens.

Note:
Do not change a vector while the vector is processing calls since calls already in the vector
can experience problems. Instead, add a new vector and change the VDN to point to the
new vector.

Screen name Field name

System-Parameter Call Center pages of the screen.
Customer-Options
• Vectoring (Basic)
• Vectoring (G3V4 Enhanced)
• Vectoring (G3V4 Advanced Routing)
• Vectoring (ANI/II-Digits Routing)

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Screen name Field name

• Vectoring (Attendant Vectoring)

• Vectoring (Holiday Vectoring)
• Vectoring (Variables)
• Vectoring (3.0 Enhanced)

Vector Directory Number All fields.

Announcements/Audio Complete all fields for each extension that provides a vectoring
Sources announcement.
Hunt Group • Vector
• ACD

Call Vector Complete the screen for each vector.

Feature-Related System • Vector Disconnect Timer
Parameters
• Music/Tone on Hold
• Port
• Music (or Silence) on Transferred Trunk Calls

Vector Routing Table All fields.

Holiday Table All fields.

Fields that do not allow VDN extensions

You cannot enter a VDN extension in the fields listed in the following table.

Screen name Field name

Announcements/ Extension Number
Audio Sources
Call Coverage Answer Group Member Assignments
Group
Call Coverage Paths Coverage Point Assignments, other than the last coverage
point in a coverage path
Console Parameters Centralize Attendant Service (CAS) Back-up Extension
Feature-Related • Automatic Circuit Assurance (ACA) Long Holding Time
System Parameters Originating Extension
• ACA Short Holding Time Originating Extension
• Extensions With System wide Retrieval Permission
• Controlled Outward Restriction Intercept Treatment

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Screen name Field name

• Controlled Termination Restriction (Do Not Disturb)

• Controlled Station-to-Station Restriction

Hospitality • Extension of Property Management System (PMS) Log

Printer
• Extension of Journal/Schedule Printer
• Extension of PMS
• Extension to Receive Failed Wakeup LWC Messages

Hunt Group and Agent • Supervisor Extension

LoginID with EAS
• Member Extensions

Intercom Group Member Extensions

Listed Directory LDN Extensions
Numbers
Loudspeaker Paging Extension Numbers Assigned to Codes
and Code Calling
Access
Pickup Groups Member Extensions
Remote Access Remote Access Extension
Station Forms Hunt to Station
Terminating Extension Member Extensions
Group

Fields that allow VDN extensions

Screen name Field name

Call Coverage Paths Allow it as the last coverage point only in coverage
path
Hunt Group Night Destination
Listed Directory Numbers Night Destination
Trunk Groups • Night Destination
• Incoming Destination

You cannot enter a VDN extension as auxiliary data for the following buttons:
• Bridged Appearance (brdg-app)
• Data Call Setup (data-ext)

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You can enter a VDN extension as auxiliary data for the following buttons:
• Remote Message Waiting Indicator (aut-msg-wt)
• Facility Busy Indication (busy-ind)
• Manual Message Waiting (man-msg-wt)
• Manual Signaling (signal)

Display the UUI station button

Agents can press the User-to-User Information (UUI) button to view call-related information
such as customer account numbers. UUI contains:
• Information that an adjunct provides to Communication Manager
• Information from a remote site such as the data forwarded with the call
The station displays up to 32 characters of ASAI user data associated with the call or inserted
by the ASAI/CTI application.

Administering the UUI button

Procedure

1. Type change station x or change attendant x on the command line to

administer the uui-info button as a feature button.
For more information on how to set up feature buttons, see the Administering Avaya
Aura® Communication Manager document.
2. Type display cor x to view to the Class of Restriction screen.
3. Set the Station-Button Display of UUI IE Data field to y.

Display VDN for Route-To DAC

Before you begin
To use the Display VDN for Route-to DAC feature for incoming trunk calls routed through a
VDN to an EAS agent using DAC, the following administration settings are required:

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• The EAS field on the System-Parameters Customer-Options and the Features-Related

System Parameters screens must be set to y.
• The VDN used to route an incoming trunk call to a vector that initiates a DAC must have
the Display VDN for DAC Call field set on page 2 of the Vector Directory Number screen.
Also, the COR administered for this VDN must have the Direct Agent Calling field on
page 1 of the Class of Restriction screen set to y.
• The EAS LoginID to which a vector-initiated DAC is routed must have an administered
COR that has the Direct Agent Calling field on page 1 of the Class of Restriction screen
set to y.
About this task
The active VDN name display treatment applies to the initial EAS agent who receives the
vector-initiated direct agent call. The treatment also applies to an EAS agent in the coverage
path of the initial EAS agent who receives the call.
Perform the following steps to set the Display VDN for DAC Calls field to y:

Procedure

1. On the Communication Manager administration command line, enter:

change system-parameters customer-options
2. On page 5 of the System-Parameter Customer-Options screen, set the Expert
Agent Selection field to y.
3. Enter:
change system-parameters features
4. On page 10 of the Feature-Related System-Parameters screen, if the Expert Agent
Selection field is set to n, set the field to y.
5. Enter:
change vdn xxxxx, where xxxxx is the VDN number.
6. On page 2 of the Vector Directory Number screen, set the Display VDN for Route-
To DAC field to y.

Expert Agent Selection

EAS uses vectors to route calls to agents with the required skills. To administer EAS you must:
• Assign skills to VDNs on the Vector Directory Number screen.
• Create vectors to route calls to skills.
• Assign skills with priority levels to agents on the Agent Login ID screen.

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EAS administration Description

VDN You can administer up to three VDN skill preferences on the Vector
Directory Number screen in the 1st Skill, 2nd Skill and 3rd Skill fields.
The fields indicate the skills that are required to handle calls to this
VDN. All of the VDN skills on the VDN screen are optional. For
example, only the first and third or only the second and third VDN
skills can be assigned. Vector steps can then refer back to these
fields to route calls. For example, queue-to skill 1st routes
calls the skill administered as 1st on the VDN screen.
Vector When a call routes to a VDN, the VDN directs the call to the vector
that is specified on the Vector Directory Number screen. The vector
then queues the call to the skill specified in a vector step. You can
write vectors that route calls either to specific skill numbers or to the
skill preferences administered on the Vector Directory Number
screen.
Agent Assign skills to each agent. In addition, assign a skill level to each
skill for the agent. When a vector routes incoming calls to a skill, the
call is delivered to an available agent with the skill assigned. If no
agents are available, the call is queued until the call can be answered
by an agent who has the skill required to handle the call.
Agent selection The administered agent selection method and call handling
preference determine which agent receives an incoming call.
Agent selection EAS can use either Uniform Call Distribution (UCD) or Expert Agent
method Distribution (EAD) to select agents for calls. Both methods can use
the Most-Idle Agent (MIA) or the Least Occupied Agent (LOA)
algorithm to select agents.

Administer EAS on the following screens.

Screen name Field name

System-Parameters Enable the Expert Agent Selection (EAS) field on the screen. Since
Customer-Options both EAS and Expert Agent Selection-Preference Handling
Distribution (EAS-PHD) are part of Call Center Elite, use EAS-PHD
when you enable Expert Agent Selection.
ACD
Vectoring (Basic)
Feature-Related • Expert Agent Selection (EAS) Enabled
System Parameters
• Minimum Agent-LoginId Password Length
• Direct Agent Announcement Extension/Delay
• Message Waiting Lamp Indicates Status For

Class of Restriction Direct Agent Calling

CDR System Record Called Agent Login ID Instead of Group or Member
Parameters

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Screen name Field name

Dial Plan Use the screen to change the dial plan. Set the agent log-in IDs with
a unique digit in the dial plan, for example, 5111, 5123, 5432.
Dedicate a block of numbers for log-in IDs.
If the log-in IDs do not have the same first digit and are four digits
long, change to a 5-digit number. Modify the CMS log-in ID if the
current ID is not a valid extension number or is not available in the
Communication Manager dial plan. Agent log-in IDs can range from
3 to 13 digits and must be in the dial plan, but the IDs must be different
from the assigned phone extensions.
Vector Directory 1st/2nd/3rd Skill: This is optional.
Number (VDN)
Vector Use the screen to change vectors.
Hunt Group Use the screen to add or change skill hunt groups and to enable or
disable the following:
• Skill
• ACD
• Vector
Hunt group types must either be UCD or EAD.
If the Message Center field is set to AUDIX on the Hunt Group
screen, the Skill and ACD fields must be set to y, but the Vector field
can be set to either y or n.
You cannot administer agents on the screen when EAS is enabled.
Agent Login ID Use the screen to add or change agent log-in IDs and skill
assignments. If you add or change skills on Communication Manager,
the agent must log out and then log in again before the changes take
effect.
You must use the Agent Login ID screen to select call-handling
preferences for agent login IDs. Set the Call Handling Preference
field to either skill level or greatest need. The default is
skill level.
You can enter a direct agent skill number in the Direct Agent Skill
field. The skill that you enter in the field must be one of the
administered skills of the agent or leave the field blank. If the agent
receives a direct agent call and no direct agent skill is administered,
the call is delivered to the first-administered, highest-level skill of the
agent.
Station EAS works with a single set of work mode buttons. Use the screen
to remove additional sets of buttons to administer agents in multiple
splits.

Note:
You must enable EAS on the System-Parameters Customer-Options and the Feature-
Related System Parameters screens. When you enable EAS, skill hunt groups replace splits

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and help messages, error messages and field titles change from split to skill on various
screens.
Physical aspects of the phone, such as the set type and button layout, are associated with
the phone and not the log-in ID. You cannot enter group information on the Station screen
with the EAS field enabled when a work mode button is selected. The assist and queue
status buttons require entry of group information.

Administering EAS
About this task
You must set Expert Agent Selection to y to use Avaya IQ.

Procedure

1. Enter change system-parameters features.

2. On page 11 of the Feature-Related System Parameters screen, set Expert Agent
Selection (EAS) to y.

Other parameters that support EAS Agent LoginID

Parameters Agent loginID

Abbreviated Dialing (AD) buttons
7103A Accepts
Enhanced Accepts
Group Accepts
Personal Accepts
System Accepts
Agent-LoginID
Port extension Rejects
Announcements Rejects
Buttons
abrdg_app Rejects
aut-msg-wt Accepts
brdg_app Rejects

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Parameters Agent loginID

busy-ind Yes
data_ext Rejects
man_msg_wt Rejects
q-calls Rejects
q-time Rejects
signal Rejects
Call processing
Auto callback Rejects
Call forward from agent login ID Rejects
Call forward to agent login ID Accepts
Call park Accepts
Hundreds group Rejects
LWC retriever gets last msgs Accepts
Service observe agent login ID Accepts
Call Detail Recording (CDR)
Primary extension Rejects
Secondary extension Rejects
Code calling Accepts
Communication Link
Communication link digits Rejects
Console parameters
CAS-backup ext Rejects
IAS Att access code Rejects
Coverage groups
Answer group member Rejects
Path Accepts
Measured principals
Coverage measurement Rejects
Feature-related system parameters
ACA-referral dest. Rejects
ACA - long holding Rejects

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Parameters Agent loginID

ACA - short holding Rejects
Controlled out restriction Rejects
Controlled terminal Rejects
Controlled Stn-to-Stn Rejects
DAA Extension Rejects
DID/Tie/ISDN announcement Rejects
Emergency access redirection Rejects
CDR output extension Rejects
SVN referral destination (announcement) Accepts
System LWC retriever Rejects
System printer Rejects
Hospitality
Journal printer Rejects
LWC wakeup Rejects
PMS ext Rejects
PMS log Rejects
Routing on voice synthesis Rejects
Hunt Group
Announcement extension Rejects
ASAI link Rejects
AUDIX extension Rejects
Calls warning extension Rejects
Member Rejects
Night service Rejects
Supervisor Accepts
Time warning extension Rejects
Intercom group member Rejects
Intraswitch CDR Accepts
Listed Directory Number (LDN)
Member Rejects
Night destination Accepts

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Parameters Agent loginID

Malicious Call Trace (MCT)
MCT member Rejects
Permanent switched calls Rejects
Personal CO line Rejects
Pickup group member Rejects
Remote access extension Rejects
Term Extension Group (TEG) member Rejects
Trunk group
Night service Accepts
Incoming destination Accepts
Member night service Accepts
Vector administration
Adjunct extension Rejects
Announcement Rejects
Messaging Accepts
Route-to Accepts

Call Handling Preference

Administer Call Handling Preference on the Agent LoginID screen to route calls based on the
greatest need or on an agent skill level. The following table summarizes call routing based on
greatest need or agent skill level administration with either UCD or EAD distribution.

Condition EAD or UCD with skill level EAD or UCD with greatest
need
Agents are available. • EAD: Most-idle agent with • EAD: Most-idle agent with the
When a new call arrives, the highest skill level for the highest skill level for the call’s
the call is delivered to: skill required to provide skill.
service to the caller.
• UCD: Most-idle agent with
• UCD: Most-idle agent with the call’s skill.
the skill required to provide
service to the caller.

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Condition EAD or UCD with skill level EAD or UCD with greatest
need
Agents are not available • EAD: Highest priority oldest • EAD : Highest priority oldest
and calls are in queue. call waiting for the highest call waiting for any skill.
When an agent becomes skill level of the agent.
available, the agent • UCD: Highest priority oldest
receives: • UCD: Highest priority oldest call waiting for any skill.
call waiting for the highest
skill level of the agent.

Direct Agent Calling

Procedure

1. Enter the direct agent skill on the Agent LoginID screen.

2. Use the Hunt Group screen to administer a skill for all direct agent calls.
Setting a skill:
• The system communicates how to handle calls to the skill to Communication
Manager.
• The system indicates to the report users how much time each agent has spent
on DA calls.

Note:
For an agent who receives direct agent calls, ensure that you assign a minimum
of one non reserve skill to the agent log-in ID.
3. Add the skill to the list of skills administered for an agent on the Hunt Group
screen.
Whenever an outside caller dials the agent extension, Communication Manager
determines the skill for tracking call data by viewing the entry in the field.
4. On page 8 of the Feature-Related System Parameters screen, specify:
• A Direct Agent Announcement (DAA) extension that plays an announcement
to direct agent callers waiting in queue.
• The period of delay, in seconds, before the announcement.
5. Administer a COR for DA calls.
6. Use the Trunk Group screen to administer Direct Inward Dialing (DID).
7. On page 2 of the Hunt Group screen, you can administer Multiple Call Handling
(MCH) On-Request for this hunt group.
With this feature, agents can see that the incoming call is a DA call and put the
current call on hold to answer the DA call.

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8. If there is no answer after a certain number of rings, use Redirection on No Answer

(RONA) to redirect the caller to a VDN that points to a vector.
You can set up the vector to provide appropriate routing and treatment for the
redirected call.
9. On page 3 of the Hunt Group screen, administer messaging for the DA hunt
group.
10. Assign this hunt group to agents who need to receive DA calls.

Direct Agent Announcement

Direct Agent Announcement (DAA) enhances the DAC capabilities for CallVisor Adjunct-
Switch Application Interface (ASAI) and EAS. DAA plays an announcement for the DAC calls
waiting in a queue. Administer DAA on the following screens.

Important:
You must enable Expert Agent Selection (EAS) or ASAI Adjunct Routing.

Screen name Field name

System-Parameters • ACD
Customer-Options
• Vectoring (Basic)
• Expert Agent Selection (EAS) or ASAI Adjunct
Routing

Feature-Related System • Direct Agent Announcement Delay

Parameters
• Direct Agent Announcement Extension

Announcements/Audio All fields

Sources

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Forced Agent Logout by Clock Time

Before you begin
You can set Forced Agent Logout by Clock Time to y only if all the following conditions are
true:
• The EAS field on the System-Parameters Customer-Options screen is set to y.
• The AAS field on the Agent LoginID screen is set to n.
• The Call Center Release field on the System Parameter Customer-Options screen is 4.0
or later.
Procedure

1. On page 14 of the Feature-Related System Parameters screen, administer the

Clock Time Forced Logout Reason Code field to specify the logout reason and
press Enter. This sets the logout reason code for all agents.
2. For each agent, enter change agent-loginID xxxx.
3. On the Agent Login ID screen, set the Forced Agent Logout Time field to the time
of day to log out the agent and press Enter.
You can use the local time. See “Forced Agent Logout from Clock Time interactions”
in the Avaya Aura ® Call Center Elite Feature Reference document.
4. Enter change system-parameters features.
5. To allow the agent to override the feature, administer logout-ovr on the Station
screen.

Forced Agent Logout/Aux Work by Location/Skill

Procedure

1. On the Feature Access Code (FAC) screen, enter the FAC in the following fields:
• Forced Agent Logout by Location Access Code
• Forced Agent Logout by Skill Access Code
• Forced Agent Aux Work by Location Access Code
• Forced Agent Aux Work by Skill Access Code

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 Forced Agent Logout from ACW

2. On the Feature-Related System Parameters screen, enter the reason code in the
following fields:
• Forced Agent Logout by Location Reason Code
• Forced Agent Logout by Skill Reason Code
• Forced Agent Aux Work by Location Reason Code
• Forced Agent Aux Work by Skill Reason Code
When an agent is forcibly logged out of the system or moved to the Aux Work mode,
Communication Manager sends the reason code with the logout event messages
to the reporting adjuncts and the ASAI-connected adjunct .
3. Set the Class of Restriction (COR) for the relevant station and agent:
a. In the Can Force a Work State Change field on the Class of Restriction screen
relevant to the station to be used to force the change, enter y.
b. In the Work State Change Can Be Forced field on Class of Restriction screen
relevant to the agent or VDN/trunk for which to force the change, enter y.
Forced Logout/Aux Work by Location/Skill applies only to the server on which you
administer the feature. If the system is fragmented into multiple servers (Main/LSP/
ESS), you must administer the feature on each server.
The two CORs apply only to this feature and not to the other similar features, such
as Forced Logout by Clock Time and Forced Logout from ACW. For more
information on COR, see the Avaya Aura ® Call Center Elite Feature Reference
document.

Forced Agent Logout from ACW

You can use Forced Agent Logout from ACW only if all of the following conditions are true:
• EAS is set to y.
• Reason Code is set to y. If the Reason Code feature is not active, you can still set the
maximum time that an agent can be in ACW on a system-wide basis or for each agent,
but you cannot administer a reason for the logout.
Administer Forced Agent Logout from ACW on the following screens.

Screen name Field name

Page 13 of Feature-Related Maximum time agent in ACW before logout (sec): Set the
System Parameters maximum time that an agent can be in the ACW mode.
This is a system-wide setting.

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Screen name Field name

Agent Login ID Maximum time agent in ACW before logout (sec): Set the
maximum time that an agent can be in the ACW mode. Set
the reason code that describes why Communication
Manager logged the agent out.
This setting is for each agent.

Tips for administering Forced Agent Logout from ACW

You can use the following suggestions when administering Forced Agent Logout from ACW.

Requirement Tip
To force agent logout from ACW 1. Set the Maximum time agent in ACW before
and use the same time out period logout (sec) field on the Feature-Related System
for all agents. Parameters screen to a time out value in seconds.
This value can be from 30 to 9999 seconds.
2. Leave the default system setting on the Agent
Login ID screen.

To maintain different time out Set the Maximum time agent in ACW before logout
periods assigned to specific (sec) field on the Agent Login ID screen to a time out
agents. value for each agent.
To use the time out feature only to Set the Maximum time agent in ACW before logout
certain agents. (sec) field on the Agent Login ID screen to none for
those agents.

Inbound Call Management

Ensure the ACD field is set to y on the System-Parameters Customer-Options screen. If you
are using CallVisor ASAI or Call Vectoring, ensure the appropriate ASAI Capability Groups
options or the Vectoring (Basic) or Vectoring (Prompting) fields are set to y.

Administer Inbound Call Management on the following screens.

Screen name Field name

System-Parameters Customer-Options • ASAI Link Core Capabilities
• ASAI Link Plus Capabilities

Trunk Group (ISDN-PRI) Per Call CPN/BN

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 Interruptible Aux

Screen name Description

Trunk Group Administer the Per Call CPN/BN field for the
appropriate ISDN-PRI trunk group. The
corresponding information is sent with a call-
offered event report to the adjunct.
Hunt Group Complete a Hunt Group screen for each split or
skill that the ICM adjunct monitors.
Call Vector Add an ASAI link interface extension number for
adjunct routing vector commands, if you are
using Call Vectoring. This extension is the same
as the extension you enter on the Station
screen.

Interruptible Aux
Administer Interruptible Aux on the following screens.

Screen name Field name

Reason Code Names Interruptible
Hunt Group In the Interruptible Aux Threshold field, enter values for calls-
warning-threshold, service-level-target, or
time-warning-threshold.
In the Interruptible Aux Deactivation Threshold field, enter the
deactivation value for Interruptible Aux Threshold.
Agent LoginID In the Reserve Level (RL) field, enter a, m, or n, where a stands
Auto-In, m for Manual-In, and n for Notify.
Feature-Related In the Interruptible Aux Notification Timer (sec) field, enter the
System Parameters number of seconds that elapse between an agent receiving a
notification and being forced to be available. Set the notification
display text in the Interruptible Aux Notification Display field.

Intraflow and Interflow

Administer Intraflow and Interflow on the following screens.

Screen name Field name

Feature-Related System Coverage - Don’t Answer Interval for Subsequent
Parameters Redirection

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Screen name Field name

Feature Access Code (FAC) • Call Forwarding Activation
• Call Forwarding Deactivation

Hunt Group • Inflow Threshold

• Priority on Intraflow
• Calls Warning Threshold
• Time Warning Threshold
• Service Level Target (% in sec)

Coverage Path • Don’t Answer

• Busy
• Number of Rings

Location Preference Distribution

You can administer Location Preference Distribution only if all of the following conditions are
true:
• Expert Agent Selection (EAS) is set to y.
• Multiple Locations on page 4 of the Systems-Parameters Customer-Options screen is
set to y.
• The Call Center release is 3.0 or later.
Administer Location Preference Distribution on the following screens.

Screen name Field name Condition for algorithm design

Hunt Group Local Agent Preference Agent-surplus conditions
Agent Login ID Local Call Preference Call-surplus conditions

Look-Ahead Interflow
Administer Look-Ahead Interflow (LAI) on the following screens.

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 Maximum Agent Occupancy

Screen name Field name

System-Parameters • Vectoring (Basic)
Customer-Options
• ISDN-PRI
• Look Ahead Interflow

Trunk Group (ISDN) • Outgoing Display

• Codeset to Traveling Class Mark, Look Ahead
• Supplementary Service Protocol
• UUI Treatment

Feature-Related System Interflow-Qpos EWT Threshold

Parameters
ISDN Public-Unknown- • Ext Len
Numbering
• Ext Code
• CPN Prefix

Call Vector Complete a screen for each Look-Ahead Interflow vector.

• System-Parameters Customer-Options: For full functionality, enable the fields on both the
sending and receiving communication servers. If you do not enable LAI on the receiving
communication server, interflow still results on a look-ahead basis. However, the
forwarded DNIS, sending communication server VDN name, information is ignored and
tandem LAI is not provided.
• Trunk Group (ISDN): If you do not want the call originator display to update on each LAI
call attempt, route the look-ahead calls over trunk groups with the Outgoing Display field
set to n.
• Feature-Related System Parameters: Administer the Interflow-Qpos EWT Threshold
field when working with enhanced LAI. Any calls answered before this threshold do not
interflow, saving CPU resources on the server that drives Communication Manager.
• ISDN Numbering - Public/Unknown: Administer a CPN prefix for each VDN that maps to
a vector used to place LAI calls. If you do not administer a CPN prefix, the phone displays
an LAI DNIS with all blanks.
For private network non-QSIG connectivity with direct facilities between the communication
servers, administer LAI DS1/E1 circuit packs with Country Protocol Option 1
independent of the country where the system is located.

Maximum Agent Occupancy

Administer Maximum Agent Occupancy (MAO) on the following screen.

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Administration change system-parameters features

command
Screen name Feature-Related System Parameters
Page 14 of the Group type EAS skill
Feature-Related
Maximum Agent The default value is set to 100%.
System
Occupancy Percentage
Parameters
screen Maximum Agent The default is Aux Work reason code 9.
Occupancy Aux Reason You can use a different reason code but
Code not reason code 0.

Multinational CPN Prefix

Note:
Before setting the field to y to pass the CPN prefix to VDNs and vectors, examine the
following administration screens:
• Public Unknown Numbering Plan
• Route Pattern
• Tandem Calling Party Number Conversion
• Trunk Group
• Uniform Dial Plan
• Vector
• Vector Routing Table
Administer Multinational CPN Prefix on the following screens.

Screen name Field name

Feature-Related System Parameters National CPN Prefix
International CPN Prefix
Pass Prefixed CPN: VDN/Vector
Vector Directory Number Pass Prefixed CPN to VDN/Vector

Multiple Call Handling

Administer Multiple Call Handling on the following screen.

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 Network Call Redirection

Screen name Field name

Hunt Group • ACD
• Multiple Call Handling

Note:
The MCH column on the Hunt Group screen contains the value that you must enter in
Multiple Call Handling.

Network Call Redirection

Important:
The basic administration requirements described in this section do not apply if you start NCR
SM
with the AT&T In-Band Transfer Connect service.

NCR administration - verify customer options for NCR

Administration display system-parameters customer options
command
Screen name System-Parameters Customer-Options
Required field ISDN/SIP Network y
Call Redirection

NCR administration - BSR screen

Administration change best-service-routing x
command
Screen name Best Service Routing Application
Required field Net Redir y

NCR administration - Trunk Group screen

Administration change trunk-group x
command
Screen name Trunk Group
Required fields Direction two-way
Service Type cbc
Usage Alloc y
Disconnect y
Supervision In

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NCR administration - Trunk Group screen

Administration change trunk-group x
command
Disconnect y
Supervision Out
(Settings specific to PSTN redirection
options)
MCI NCT TBCT ETSI NCD
ECT
Required fields Group Type ISDN ISDN ISDN ISDN
Supplementary g a c c
Services Protocol
Screen name Trunk Features
Required field Network Call y
Redirection

NCR administration - Signaling screen

Administration change signaling group x
command
Screen name Signaling Group
Supported PSTN Redirection option
MCI NCT TBCT ETSI NCD
ECT
Required field Group Type ISDN
Network Call y y y n
Transfer

NCR administration - DS1 screen

Administration change ds1 [board location]
command Board location parameter values are: [cabinet(1-1)];carrier(A-
E);slot(0-20) OR [gateway(1-10)];module(V1-V9)
Screen name DS1 Circuit Pack
Supported PSTN Redirection option
MCI NCT TBCT: ETSI ECT: NCD:
Verizon® Telecordia ETSI Network
Network -Two B- Explicit Call
Call Channel Call Transfer
Transfer Transfer Transfer

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 Network Call Redirection

NCR administration - DS1 screen

Administration change ds1 [board location]
command Board location parameter values are: [cabinet(1-1)];carrier(A-
E);slot(0-20) OR [gateway(1-10)];module(V1-V9)
Required field Country Any, but 1b/1d etsi etsi
Protocol typically 1a

NCR administration for SIP

NCR administration - verify customer options for NCR

Administration display system-parameters customer options
command
Screen name System-Parameters Customer-Options
Required fields G3 Version V15 or later
ISDN/SIP Network Call Redirection y

NCR administration - BSR screen

Administration change best-service-routing x
command
Screen name Best Service Routing Application
Required fields Net Redir y

NCR administration - Trunk Group screen

Administration command change trunk-group x
Screen name Trunk Group
Required fields Direction two-way
Group Type SIP
Screen name Protocol Variations
Required fields Network Call Redirection y

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Administering station or ASAI transfer, conference, or release

Procedure

1. On page 3 of the System-Parameters Customer-Options screen, set the Network

Call Redirection field to y.
2. For the MCI Network Call Transfer (NCT) or Two Bearer Channel Transport (TBCT)
NCR protocols, create the second call leg of the call transfer for an incoming ISDN
call by using the same trunk group with a B-channel that has the same D-channel
as the incoming call.
3. For the NCR ETSI ECT protocol, the second leg of the call can be over a different
trunk group with a different signaling group than the incoming call leg.
4. You must also perform the following tasks to administer station or ASAI transfer:
a. To successfully complete a NCT NCR-type operation, add the PSTN number
that a station or ASAI user dials to transfer an incoming call to another PSTN
endpoint to the ARS Digit Analysis screen.
b. Administer the entry with an ARS routing pattern that routes the second call leg
to the same trunk group being used for the incoming call.
c. When you use the NCR MCI NCT feature for the Route Pattern screen
associated with the ARS Digit Analysis screen entry, administer the Service/
Feature (sdn) and Number Format (lev0-pvt) fields to be consistent with the
service-type and dialing-plan configuration of the PSTN trunk.
d. For the other NCT-type NCR protocols, no administration is required for the
Route Pattern screen associated with the ARS Digit Analysis screen entry. NCR
call processing automatically causes the Service/Feature and Number
Format for the NCR second leg call to be unknown/unknown.
e. Contact the PSTN service provider to verify the configuration of the PSTN
switch used for the NCT operation. Configure the PSTN switch to accept the
outgoing digits used by the station or the ASAI application to set up the second
leg of the call transfer or conference.

Reserving trunk group B-channels for NCT-type redirection

operations
Administer the Trunk groups used for NCR NCT-type operations as Call-By-Call (CBC) trunk
types. Since CBC trunk groups can carry both incoming and outgoing call traffic, situations can
occur in which transient levels of incoming traffic occupy all available B-channels. When no B-
channels are available for outgoing calls, attempts to set up the outgoing leg for a redirected
call fail and the call redirection fails.

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 Network Call Redirection

Important:
When the NCR feature is used with high volumes of incoming calls, reserve a minimum
number of trunk members for the outgoing leg of redirected calls by using CBC Trunk Group
Allocation administration. However, the optimum number of trunk members to reserve
depends on traffic patterns that are specific to each call center. Call traffic analysis
determines if reservation of B-channels is necessary.
If a trunk group has multiple D-channel signaling groups, the CBC Trunk Group Allocation
operation does not guarantee the reservation of outgoing trunks associated with a particular
D-channel. Instead, the operation reserves outgoing trunks considering the entire trunk group.
Therefore, when NCR is attempted for a trunk group having multiple D-channels, the CBC
Trunk Group Allocation operation does not always prevent the blockage of the NCR second
call leg setup due to unavailable outgoing trunk B-channels.
To reduce the blockage of NCR NCT-type operations due to no available outbound trunk B-
channels:
About network facility types
Before you allocate a minimum number of trunk group members to the outgoing legs of NCR
calls, you must administer more than one ISDN services or features. The Network Facilities
screen includes two predefined features and ten predefined services. The predefined entries
are associated with either Network Specific Facilities (NSF) Type 0 or Type 1. You can
administer additional user-defined services or features on the Network Facilities screen. User-
defined facilities can be Type 0, 1, 2, or 3. You must obtain support agreements with your PSTN
service provider for Type 0 or Type 1 facilities.
Type 2 (incoming) and Type 3 (outgoing) facilities do not use NSF codings or require special
support by the PSTN. The network facility types are offered because NSF information is not
included with ISDN calls in some regions of the world.

Important:
If PSTN does not support NSF, you must specify a Type 3 facility when you reserve trunk
members for NCR operations and enable the Usage Allocation Enhancements Optional
feature before you can administer a Type 3 facility.
Example trunk allocation for PSTNs that supports NSF codings
The following example of the Network Facilities screen includes the basic default predefined
services and features.
change isdn network-facilities Page 1 of 2
NETWORK-FACILITIES
Facility Facility
Name Type Coding Name Type Coding
sub-operator 0 00110 mega800 1 00010
operator 0 00101 megacom 1 00011
outwats-bnd 1 00001 inwats 1 00100
sdn 1 00001 wats-max-bnd 1 00101
accunet 1 00110 lds 1 00111
i800 1 01000 multiquest 1 10000
___________ _ _____
___________ _ _____
___________ _ _____

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___________ _ _____
___________ _ _____
___________ _ _____

Once you specify the network facilities, you can allocate trunk members on the basis of specific
facilities. The following example shows a CBC Trunk Group Allocation screen for a CBC trunk
group for which a minimum of one B-channel is always available for the outgoing legs of
redirected calls when the mega800 service is used. The specific feature or service that you
specify in this screen depends on the support provided by the PSTN.
change trunk-group 29
CBC TRUNK GROUP ALLOCATION

Usage Allocation Plan 1 Usage Allocation Plan 2 Usage Allocation Plan 3

Min# Max# Min# Max# Min# Max#

Service/Feature Chan Chan Service/Feature Chan Chan Service/Feature Chan
Chan
mega800 1 99

Example trunk allocation for PSTNs that do not support NSF codings
The following example of the Network Facilities screen includes the basic default predefined
services and features and an additional user-defined, Type 3 (outgoing) feature (bsr-
redirect).
change isdn network-facilities Page 1 of 2
NETWORK-FACILITIES
Facility Facility
Name Type Coding Name Type Coding
sub-operator 0 00110 mega800 1 00010
operator 0 00101 megacom 1 00011
outwats-bnd 1 00001 inwats 1 00100
sdn 1 00001 wats-max-bnd 1 00101
accunet 1 00110 lds 1 00111
i800 1 01000 multiquest 1 10000
bsr-redirect 3 _____
___________ _ _____
___________ _ _____
___________ _ _____
___________ _ _____
___________ _ _____

After administering the user-defined feature, you can specify a minimum number of reserved
trunk channels to remain available for the outgoing legs of redirected calls when the feature is
used.
change trunk-group 42
CBC TRUNK GROUP ALLOCATION

Usage Allocation Plan 1 Usage Allocation Plan 2 Usage Allocation Plan 3

Min# Max# Min# Max# Min# Max#

Service/Feature Chan Chan Service/Feature Chan Chan Service/Feature Chan
Chan
bsr-redirect 5 25

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 Network Call Redirection

About setting up DTMF announcements for the AT&T In-Band

Transfer Connect service
You can use the following methods to create an announcement that provides the Dual Tone
SM
Multi-Frequency (DTMF) digits required to start the AT&T In-Band Transfer Connect service
operations:
• Use a Communication Manager analog DTMF station to activate the recording session
for the announcement. When the session begins, use the keypad to enter the Touch-Tone
digits that correspond to the *T + PSTN endpoint number that is used to invoke the AT&T
In-Band Transfer Connect service operations. For example, to redirect an incoming ISDN
call to an endpoint number, such as 3035552104, you must perform the following steps :
a. Allow a silence period of 100–200 milliseconds (ms)
b. Enter *83035552104
c. Allow a silence period of 200–500 ms

Important:
For out-of-band DTMF methods that are used to relay the DTMF digits in IP-connected
center stage and IP-trunked environments, you must record periods of silence before
and after you enter the DTMF digits. The silence period accommodates the connection
time, that is, the time for tone detection by MEDPRO and VOIP resources, and prevents
the announcement from ending before the resources complete tone regeneration. To
increase the DTMF transmission accuracy, record the DTMF digits with at least 80 ms
of digit duration with an inter-digit silence of at least 80 ms.
You cannot use a digital phone, such as CallMaster®, BRI, ISDN, or IP, to record the
announcement since the station keypads on these sets do not generate audible DTMF
tones during an announcement recording session. However, if you choose to record
DTMF digits with these phones, you must make arrangements to electronically connect
an external keypad.
• Use a computer with VAL boards with an internal or external keypad, or a commercially
available computer software tool. Include the silent periods for recording with an analog
telephone.
For information on how to use DTMF announcements in vectors to implement NCR, see “AT&T
In-Band Transfer Connect” in the Avaya Aura ® Call Center Elite Feature Reference
document.

NCR with the AT&T In-Band Transfer Connect service

The following sections describe the general administration requirements and administration of
DTMF announcement and BSR vectoring methods that are associated with use of the AT&T
SM
In-Band Transfer Connect service.

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NCR administration - Verify NCR customer option

Administration display system-parameters customer options
command
Screen name System-Parameters Customer-Options
Required field Network Call Redirection y

NCR administration - BSR Application Plan entries for polling and interflow locations
Administration change best-service-routing x
command
Screen name Best Service Routing Application
Required field Net Redir n
Required only if the BSR feature is enabled.

NCR administration - Trunk Group screen

Administration change trunk-group x
command
Screen name Trunk Group
Required fields Group Type ISDN
Supplementary Services Protocol a
Screen name Trunk Features
Required fields UU IE Treatment shared
Network Call Redirection none

NCR administration - Signaling screen

Administration change signaling group x
command
Screen name Signaling Group
Required field Network Call Transfer y

NCR administration - DS1 screen

Administration change ds1 [board location]
command Board location parameter values are: [cabinet(1-1)]; carrier(A-E);
slot(0-20) OR [gateway(1-10)]; module(V1-V9).
Screen name DS1 Circuit Pack
Required field Country Protocol 1b/1d

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 Network Call Redirection

Call Vectoring methods used with the AT&T In-Band Transfer Connect service
SM
The Best Service Routing (BSR) feature invokes the AT&T In-Band Transfer Connect service.
Administer an interflow VDN in the BSR Application table to route to a near-end Communication
Manager VDN. The VDN causes the execution of a *T announcement vector step rather than
setting the same interflow VDN number to route directly to a VDN on a far-end Communication
Manager.
You must administer the BSR location on the BSR Application Plan screen to enable a BSR
polling vector to identify a BSR best location and route the incoming call to the location. The
BSR Application Plan must meet the following requirements:
• The plan must include at least one interflow VDN that is associated with the vectors that
include the vectors steps necessary for successful invocation of the AT&T In-Band
SM
Transfer Connect service.
SM
• The Net Redir field associated with a location where AT&T In-Band Transfer Connect
is used must be set to n.
Example: The following example shows how you can use BSR with the AT&T In-Band Transfer
SM
Connect service to implement call redirection. In the example, local interflow and not remote
interflow VDN numbers are assigned on the BSR Application Plan screen.
BEST SERVICE ROUTING APPLICATION

Number: 1 Name: Maximum Suppression Time: 60 Lock? y

Num Location Name Switch Node Status Poll VDN Interflow VDN Net Redir?
1 Omaha 320 95022011 4004 n
2 Paris 320 95022111 4005 n
3 Sydney 320 95032211 4006 n

The example application plan lists VDN extension numbers that are local to Communication
Manager. Each VDN is associated with vectors that are designed to invoke the AT&T In-Band
SM
Transfer Connect service operations.
Each vector associated with the interflow VDNs listed in the application plan includes the
following steps:
1. announcement 1234 [*8 and PSTN number for remote site]
2. wait-time 2 secs hearing silence
3. disconnect after announcement none

In the vector example, step 1 provides the extension for an announcement that plays the DTMF
digits. Step 2 includes a wait-time step to give the PSTN switch time to process the in-band
information sent by the announcement in the preceding step before the call is disconnected at
Step 3. The disconnect command sends an ISDN DISCONNECT message that includes
the Information Forwarding data for the call in a codeset 0 or 7 UUI IE element.

Important:
The type of Information Forwarding data sent to the PSTN depends on how the UUI IE
Treatment field on the Trunk Features page of the Trunk Group screen is administered:

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If the UUI IE Treatment field is set to Service Provider, the ASAI user data is forwarded
to the PSTN in the ISDN DISCONNECT message. If the UUI IE Treatment field is set to
Shared, the call center-related data described in NCR and Information Forwarding is
forwarded to the PSTN in the ISDN DISCONNECT message. For more information, see “AT&T
In-Band Transfer Connect” in the Avaya Aura ® Call Center Elite Feature Reference
document.
SM
You can use the call vector example to begin the AT&T In-Band Transfer Connect service
with non BSR vector programming. To execute the example vector in a non-BSR vector call
flow, apply the guidelines and notes related to the *T announcement format.

Percentage Allocation Routing

Administer Percentage Allocation Routing on the following screens.

Screen name Field name

Vector Directory Number Destination
Number (select Policy Routing Table and enter the
PRT number)
Policy Routing Table (PRT) Number
Name
Type
Period
Route-to VDN
Target %

Proactive Contact switch-classified calls for improved

reporting
Procedure

1. Enter change vdn xxxxx.

2. On page 2 of the Vector Directory Number screen, set the options for the following
fields:
• Reporting for PC or POM Predictive Calls
• PC Predictive Reports Skill: The field is available only if you set the
Reporting for PC or POM Predictive Calls field to y.

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 Queue Status Indications

3. Press Enter.

Proactive Contact non switch-classified calls for improved

reporting
Procedure

1. Enter change system-parameters features.

2. On the Feature-Related System Parameters screen, set the options for the following
fields:
• Report for PC Non-Predictive Calls
• PC Non-Predictive Reports Skill: The field is available only if you set the
Report for PC Non-Predictive Calls field to y.
3. Press Enter.

Queue Status Indications

Administer Queue Status Indications on the following screens.

Screen name Field name

Hunt Group • Queue Limit
• Calls Warning Threshold (per split or skill or attendant
group)
• Time Warning Threshold (per split or skill or attendant
group)
• Time Warning Port (per split or skill)
• Calls Warning Port (per split or skill)

Station (multi-appearance) Button/Feature Button Assignments:

• q-calls
• q-time

Attendant Console Feature Button Assignments:

• atd-qcalls
• atd-qtime

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Screen name Field name

• q-calls
• q-time

System Capacity Queue Status Buttons

Reason Codes
Administer Reason Codes on the following screens.

Screen name Field name

System-Parameters Customer-Options • ACD
• EAS
• Reason Codes

Attendant Console RC
Agent LoginID RC
Feature-Related System Parameters • EAS
• CMS Release (Release 5 and later
configurations, or none)
• Aux Work Reason Code Type
• Logout Reason Code Type
• Two-Digit Aux Work Reason Codes
• Redirection on No Answer Aux Work
Reason Code
• Redirection on OPTIM Failure Aux Work
Reason Code
• IP Failure Aux Work Reason Code
• Maximum Agent Occupancy Aux Work
Reason Code
• ACW Forced Logout Reason Code
• Clock Time Forced Logout Reason Code
• Forced Agent Logout by Location Reason
Code
• Forced Agent Logout by Skill Reason Code

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 Redirection on IP Failure

Screen name Field name

• Forced Agent Aux Work by Location

Reason Code
• Forced Agent Aux Work by Skill Reason
Code

Feature Access Code (FAC) (optional) • Aux Work Reason Code Type
• Logout Reason Code Type

Language Translations Line 49

Reason Code Names All fields
Station RC for the aux-work button

Redirection on IP Failure
Administer ROIF on the following screens.

Screen name Field name

Feature-Related System Parameters Redirection on OPTIM Failure Aux Work
(Page 14 of the screen) Reason Code
Trunk Group Redirect On OPTIM Failure
(Page 2 of the screen)
Hunt Group Redirect on IP/OPTIM Failure to VDN
Retain Active VDN Context

About setting the switch hook query time out value

When you set the switch hook query time out value, the degree of network congestion or delay
determines the speed of the switch hook query response.
The range value for the switch hook timer is 500- 5000 milliseconds (ms). IP hard phones
located geographically close to Communication Manager respond to the timer within the
500-750 ms range. However, IP Agent or one-X Agent endpoints on a personal computer take
longer to respond, so you must set the timer to more than 2000 ms. In all cases, set the time
out long enough to prevent false triggering. A longer time out period does not delay the delivery
of calls when connectivity is intact since the response to the query returns quickly. The caller
hears a portion of the ringback while waiting for a response to the switch hook query with an
auto-answer delivery.

Caution:
If the switch hook query time out value is set too low, agents are erroneously taken out of
service even when available.

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Redirection on No Answer
Administer RONA on the following screens.

Screen name Field name

Feature-Related System Redirection on No Answer Aux Work Reason Code
Parameters
(Page 14 of the screen)
Hunt Group • ACD
• AAS
• Vector
• Controlling Adjunct
• Message Center
• Redirect On No Answer (Rings)
• Redirect On No Answer to VDN
• Retain Active VDN Context

Station (multifunction) Button Assignments:

• noans-alrt

Note:
You must set Controlling Adjunct to none.

Redirection on OPTIM Failure

Administer ROOF on the following screens.

Screen name Field name

Feature-Related System Parameters Redirection on OPTIM Failure Aux Work
(Page 14 of the screen) Reason Code
Trunk Group Redirect On OPTIM Failure
(Page 2 of the screen)
Hunt Group Redirect on IP/OPTIM Failure to VDN
Retain Active VDN Context

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 Remote Logout of Agent

Note:
The same treatment applies for ROOF and ROIF for the same hunt group. The two fields
controlling the redirection, Redirect on IP/OPTIM Failure to VDN and Retain Active VDN
Context, are the same for ROOF as well as ROIF.
About setting the ROOF value
The range for the ROOF field is 250 - 32000 milliseconds (ms). The default value for this field
is 5000 ms. If agents are erroneously being placed in the Aux Work mode when agents actually
are available, you must increase the Redirect On Off-Premises Telephony Integration and
Mobility (OPTIM) Failure value.

Remote Logout of Agent

You can use Remote Logout of Agent only if the user permissions are administered
appropriately for the person or VDN attempting to use the feature. You must ensure that the
required users have the permission to use this feature.
The feature user must:
• Be in the same Tenant Partition as the agent as set on the Tenant screen.
• Have the Remote Logout COR permission set on the Class of Restriction screen.
• Have console permission set on the COS screen for local users.
• Have a Call Center release set to 9.1 or later set on the System-Parameters Customer-
Options screen.
Administer Remote Logout of Agent on the following screens.

Screen name Field name

Class of Service (COS) Set Console Permissions to y

Class of Restriction (COR) Set Remote Logout of Agent to y

Feature Access Code Set Remote Logout of Agent Access Code to the desired
dial code

Reporting adjuncts on Communication Manager

If you are using Call Center Release 4.0 or later, there are two fields dedicated to each of the
reporting adjuncts, Avaya Call Management System and Avaya IQ. You can set each field to
CMS or Avaya IQ or both. Configurations with both reporting adjuncts are supported for all
compatible combinations with a particular Communication Manager release starting with

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Communication Manager R4.0, Call Management System R13.1, and R14 Call Management
System and Avaya IQ R4.0. High availability configurations are also supported.

Adding the reporting adjunct nodes

Procedure

1. Type change node-names ip.

2. Type the host name and IP address of each reporting adjunct.
For Avaya IQ, type the host name and IP address for the Data Collection Host that
will monitor the communication server as a CCR adjunct.

Administering the Communication Manager server-to-Avaya IQ

interface
About this task
When using Avaya IQ as a reporting adjunct, ensure that the EAS field is enabled on the
Feature-Related System Parameters screen. You must administer Communication Manager
to create and send UCIDs.
Perform the following steps to administer creating and sending of UCIDs:
Procedure

1. Enter change system-parameters features.

2. On page 5 of the Feature-Related System Parameters screen, set Create
Universal Call ID (UCID) to y.
3. On page 5 of the Feature-Related System Parameters screen, set the UCID
Network Node ID to a unique 5-digit value from 1 to 32,767.
4. On page 13 of the Feature-Related System Parameters screen, set Send UCID to
ASAI to y.

Note:
For information on administering the interface between Communication Manager
and Avaya IQ, see the Administering Avaya IQ document.

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 Reporting adjuncts on Communication Manager

Measured trunks versus unmeasured facilities

Unmeasured facilities are not actual trunks, but are tracking records on the Avaya Call
Management System (CMS).
Avaya IQ does not require data allocation for the unmeasured facilities. The number of
measured trunks is based on the communication server capacity that Avaya IQ is monitoring.
Avaya IQ does not require data storage allocation for unmeasured facilities.

Communication server-to-CMS interface

For information on administering the interface between the communication server and the
CMS, see the Avaya Call Management System Switch Connections, Administration and
Troubleshooting document.

CMS Measurements

Screen name Field name

Hunt Group Measured
Trunk Group (All) Measured
Vector Directory Number Measured

Administering CMS and Avaya IQ at the same time with

Communication Manager
Procedure

1. Enter change system-parameters features.

2. On page 12 of the Feature-Related System Parameters screen, enter the
appropriate value for the fields under Reporting Adjunct Release.

CMS (appl mis) field setting Avaya IQ (appl ccr) field setting
R12 blank
R13 blank
R13.1 4.0
R14 4.0

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CMS (appl mis) field setting Avaya IQ (appl ccr) field setting
R14.1 4.0
R15/R16 5.0
R16.1/R16.x 5.1/5.2/7.0
blank 4.0
5.0
Note: 5.1/5.2/7.0
This is the only allowed entry if the
dial plan is set to more than 7-
digits for any entity unless CMS is
R16 or later, or the expanded dial
plan Special Application SA9062
is active and CMS is R14.1 or
later.

The default is blank for both fields.

3. Enter change communication-interface processor-channels.
4. In the next available Proc Chan row, set Enable to y.
5. For CMS, set Appl to mis.
6. Set Mode to s.
7. Set Link to the data link that is administered to communicate with the adjunct.
8. Set Chan to an unused value in the range allotted to the link type being used for
this channel.
9. Select the Node name from the drop-down list.
10. Set Port to 0.
11. Set both Local/Remote to 1.
12. To administer the Avaya IQ system, repeat Steps 1 through 11. In Step 5, set Appl
to ccr.

Service Hours Table

Procedure

1. Type add service-hours-table x on the command line, where x = 1-999

2. Enter values in the following fields:

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 Service Level Maximizer

• Description
• Use time adjustments from location
• Start
• End

Related topics:
Service Hours Table field descriptions on page 74

Service Level Maximizer

Important:
Set the Service Level Maximizer (SLM) field to y before setting the service level targets.
Contact your Avaya account representative if System-Parameters Customer-Options
screen indicates that any of the required feature selections are not active.

Administration display system-parameters customer-options

command
Screen name System-Parameters Customer-Options
Call Center optional features on page 6
Required fields Business Advocate n

Note:
Do not set SLM to y with Avaya Business
Advocate.
Service Level y
Maximizer
Expert Agent y
Selection

Administration change hunt-group

command
Screen name Hunt Group
Required fields Group Type slm
Service Level Target (% Default service level target values are set
in sec) to 80 percent in 20 seconds.
Maximum Auto Reserve The default value for this field is set to 0.
Agents Valid entries range from 0 to 9.

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Service Observing
Administer Service Observing on the following screens.

Screen name Field name

System-Parameters • Service Observing (Basic): For basic or Logical Agent ID
Customer-Options observing
• Service Observing (Basic) and Service Observing
(Remote/By FAC): For remote observing or observing
using Feature Access Code (FAC)
• Service Observing (Basic) and the Service Observing
(VDNs): for VDN observing
• Vectoring (Prompting): For vector-initiated observing

Class of Restriction • Can Be Service Observed

• Can Be Service Observer
• Service Observing COR Table

Feature-Related System • Service Observing Warning Tone

Parameters
• Expert Agent Selection (Logical Agent ID)
• Service Observing/SSC Allowed with Exclusion

Station (multi-appearance) Button/Feature Button Assignment (basic, VDN, Logical

Agent ID):
• serv-obsrv

Feature Access Code • Service Observing Listen Only Access Code (remote by
(FAC) FAC, VDN, Logical Agent ID)
• Service Observing Listen/Talk Access Code (remote by
FAC, VDN, Logical Agent ID)
• Service Observing No Talk Access Code (remote by FAC,
VDN, Logical Agent ID)
• VDN Observing by Location Listen Only Access Code
• VDN Observing by Location Listen/Talk Access Code
• Service Observing Next Call Listen Only Access Code

Vector Directory Number Observe on Agent Answer

(VDN)
Class of Restriction

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 Service Observing with Multiple Observers

Screen name Field name

Agent COR Can Be Service Observed field set to y (if extension is to be
observed)
Observer COR • Set the Can Be Service Observer field to y to make the
extension of the supervisor an observer extension.
• In Service Observing COR table, enter y next to the CORs
that you want to observe.

Service Observing with Multiple Observers

Before you begin
To use Service Observing with Multiple Observers, administer the following fields:
• On the System Parameter Customer-Options screen, set the Call Center Release field
to 4.0 or later.
• on the System Parameter Customer-Options screen, set the Service Observing (Basic)
field to y.
• On the Class of Restriction screen, set the Can Be A Service Observer field to y to be
an observer.
OR
• On the Class of Restriction screen, set the Can Be Service Observed field to y to be an
observee.
Procedure

1. Enter change system-parameters features.

2. On page 11 of the Features-Related System Parameters screen, enter y in the
Allow Two Observers in Same Call field and press Enter.
3. Perform the following steps to use a recording device:
a. Enter change cor x.
b. On page 2 of the Class of Restriction screen, enter y in the Service Observing
by Recording Device field for the COR to be used for the recording device line
appearance and press Enter.

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Universal Call ID
Use the System Administration Terminal (SAT) screen or a terminal emulator to access the
Communication Manager administration.
To administer Universal Call ID (UCID) on Communication Manager, complete the following
tasks in the specified order.

Task Description
Task A Check the ASAI interface before activating UCID.
Task B Set Communication Manager to create and send UCIDs.
Task C Activate UCID transmission on the trunk groups.

Task A: Check ASAI interface before enabling UCID

About this task
If you do not perform this procedure, you may encounter the ASAI Interface feature
not assigned error message in later steps.

Screen name Field name Purpose Field setting

System- ASAI Interface Global setting to send UCIDs Optional
Parameters to ASAI
Customer-
Options

To check the ASAI interface:

Procedure

1. In the command line, enter change system-parameters customer-options

and press Enter.
2. Set the ASAI Interface field to y.
3. Log out and log back in if this and any other fields in this screen have changed.

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 Universal Call ID

Task B: Set the communication server to create and send UCIDs

About this task
Administer each communication server to create and send UCIDs. The communication server
passes along an already-created UCID if you do not administer the server.

Screen name Field name Purpose Optional

Feature-Related Create Universal Call ID To generate a UCID for N
System Parameters (UCID) each call when
necessary.
UCID Network Node ID Important component of N
the UCID tag.
Send UCID to ASAI So that ASAI receives Y
UCIDs.
Adjunct CMS Release So that CMS receives Y
UCIDs.

Procedure

1. If your network includes CMS and you want CMS to track UCIDs, enter busyout
mis processor channel ID in the command line.
If not, go to Step 2.
2. Enter change system-parameters feature in the command line.
3. On page 5 of the Feature-Related System Parameters screen, set the Create
Universal Call ID (UCID) field to y.
4. Enter the node ID number from 1 to 32,767 in the UCID Network Node ID field.

Caution:
You must use a unique UCID Network Node ID number for every communication
server and IVR.
5. If your network includes ASAI, go to page 13 of the ASAI screen.
If not, go to Step 8.
6. Set the Send UCID to ASAI field to y.
7. If you entered the busyout mis command, go to Step 9.
If not, Task B is complete. Press Enter to save your work and go to Task C.
8. On page 12 of the screen, enter R3V6 or a later CMS release in the Adjunct CMS
Release field. Press Enter to save your work.

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9. Enter release mis in the command line.

Task C: Enable UCID transmission on trunk groups

About this task
Administer UCID on a trunk group basis for relay over ISDN trunks.

Screen Field name Description Optional

name
Trunk Group Type Set the group type as ISDN. N
Group
Note:
The group type is available only if
you enable ISDN-PRI or ISDN-BRI
Trunks or both on page 4 of the
System-Parameters Customer-
Options screen.
Supplementary This field is available only for ISDN N
Service trunk groups. Set the field entry as b
Protocol for QSIG or other entries for UUI.
Send UCID Allows or blocks UCID transmission. N

Administer UCID on a trunk group basis for relay over SIP trunks.

Screen Field name Description Optional

name
Trunk Group Type Set the group type as SIP. N
Group
UUI IE Set the treatment to shared. N
Treatment
Send UCID Allows or blocks UCID transmission. N

Note:
The field is available only if you set
the UUI IE Treatment field to
shared.

Procedure

1. In the command line, enter change trunk-group n, where n is the number of

the trunk group. Press Enter.

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 User-to-User Information transport for ISDN trunks

2. On page 1 of the Trunk Group screen, enter SIP or ISDN in the Group Type field
based on the trunk type you plan to use.
3. ISDN trunks: On page 2, enter b in the Supplementary Service Protocol field for
QSIG or other field entries for UUI.
4. SIP trunks: On page 3, enter shared in the UUI IE Treatment field.
5. Set the Send UCID field to y and press Enter to save your changes.

User-to-User Information transport for ISDN trunks

About this task
If you are using shared UUI IE and a supplementary service protocol other than b, you must
set the UUI IE Treatment field on the Trunk Group screen to shared for outgoing and incoming
trunks at the remote end. Use the protocol options other than b to relay information in non-
QSIG networks.
With QSIG and supplementary service protocol of type b, you must administer a shared UUI
IE treatment to include the ASAI user information with MSI transport.

Note:
If you set the UUI IE Treatment field to service-provider, Communication Manager
forwards the ASAI user data in a nonshared codeset 0 UUI IE when forwarding the other
data as MSI.
Administer the following fields on the Trunk Group screen.

Screen Field name Purpose Optional

name
Trunk Group UUI IE Set field to either: Yes, but do not
Treatment leave the field
• shared for trunk groups connected to
blank.
Communication Manager.
• service-provider for trunk groups
connected to Communication Manager
releases prior to R6.3 or for service
provider functionality.

Maximum Set according to what the network supports. Yes

Size of UUI The default is 128, for private networking.
IE
Contents
Shared Set the priority for each type of user data Yes, but
UUI such as UCID, ASAI, and other application information is

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Screen Field name Purpose Optional

name
Feature information. Use the field only for non-QSIG not sent if you
Priority trunk groups. leave the field
fields blank.

For more information on UUI-related fields, see “ISDN Trunk Group” in the Avaya Aura ®
Communication Manager Screen Reference document.
Procedure

1. In the command line, enter change trunk-group n, where n is the number of

the trunk group.
2. If the trunk group is not connected to an early version of Communication Manager
or you do not require the service provider functionality, enter shared in the UUI
Treatment field on page 3 of the Trunk Group screen.

Caution:
For service provider functionality, do not enter shared in the UUI IE Treatment
field. The default field setting is service-provider.
3. To change the default size of 128 bytes in the Maximum Size of UUI IE Contents
field, enter the number for the maximum UUI IE size.

Note:
For non-QSIG networks, if you enter shared and the Send Codeset 6/7 LAI
trunk group field is set to y, you can send the LAI information twice, unless the
priorities of the LAI Name and Other LAI data items are left blank. For QSIG
networks, LAI information is always sent exceeding the maximum ISDN message
size.
You must administer the trunk groups to send an appropriate user information over
the connected network. For example, if the public network supports 32 bytes of user
information and you enter a number greater than 32, the network rejects the entire
UUI IE.
Communication Manager accepts a range from 32 bytes to 128 bytes.
4. On the Shared UUI Feature Priorities page, which can be seen only when you set
the UUI IE Treatment field to shared, leave the default settings or reassign
numbers from 1 to 7. The highest priority for each feature is 1. For information on
user needs, see “Determining user information needs” in the Avaya Aura ® Call
Center Elite Feature Reference document.

Note:
If you leave a feature field blank, information on that feature is not relayed in the
UUI IE. If the public network supports less than 128 bytes, you must choose what
feature information to send and set the feature field to a higher priority.

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 User-to-User Information transport for SIP trunks

5. Press Enter to save the changes.

User-to-User Information transport for SIP trunks

Administer UUI transport on the SIP Trunk Group screen.

Screen Field name Purpose Optional

name
SIP Trunk UUI IE Set field to shared. Yes, but do not
Group Treatment leave the field
blank.
Maximum Set according to what the network Yes
Size of UUI supports. The default is 128, for private
Contents networking.
Shared Set the priority for each type of user data Yes, but the
UUI such as UCID, ASAI, and other information is not
Feature application information. sent if you leave
Priority the field blank.
fields

Administering UUI transport for SIP trunks

Procedure

1. In the command line, enter change trunk-group n, where n is the number of

the trunk group.
2. On page 3, enter shared in the UUI Treatment field.
3. To change the default size of 128 bytes in the Maximum Size of UUI IE Contents
field, enter the number for the maximum UUI IE size.
To keep the default size, go to Step 4.
You must administer the trunk groups to send the appropriate amount of user
information over the connected network. For example, if the public network only
supports 32 bytes of user information and you enter a number larger than 32, the
network rejects the entire UUI.
The communication server accepts a range from 32 to 128.
4. On the Shared UUI Feature Priorities page, which displays only when the UUI
Treatment field is set to shared, leave the default settings or reassign numbers
from 1 to 6. The highest priority for each feature is 1.

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Note:
If you leave a feature field blank, information on that feature does not transport
in the UUI IE. If the public network supports less than 128 bytes, you must choose
what feature information to send and set the feature field to a higher priority.
5. Press Enter to save the changes.

VDN in a Coverage Path

Administer VDN in a Coverage Path (VICP) on the following screens.

Screen name Fields

Coverage Path All fields
Call Vector All fields
Vector Directory Number All fields

For each coverage path, you can assign up to six coverage points from Point 1 to Point 6.

Note:
Calls in a vector will cover twice only if you enable the Cvg Enabled for VDN Route-to Party
field on the Coverage Path screen. The default value is n.

VDN of Origin Announcement

Administer VDN of Origin Announcement (VOA) on the following screens.

Screen name Field name

Attendant Console Feature Button Assignments:
• VOA Repeat

Class of Restriction VDN of Origin Announcements

Feature-Related System Parameters Hear Zip Tone Following VOA
Announcements/Audio Sources All
Vector Directory Number (VDN) VDN of Origin Annc. Extension

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 VDN Return Destination

Screen name Field name

Phones Feature button assignments:
• VOA Repeat

• Announcements/Audio Sources: You can administer aux-trunk types with queue,

without queue, and with barge-in. You can administer integrated types with
queue and without queue. Do not administer analog and integrated repeating
announcement types as VOAs.

Note:
Ensure that the VDN for which you are administering a VOA is in a vector command
line.

VDN Return Destination

Administer the Return Destination field on the Vector Directory Number screen.

Screen name Field name

Vector Directory Number Return Destination
Associated field: Call Origin

VDN Time Zone Offset

Administer VDN Time Zone Offset using the VDN Time-Zone Offset field on the Vector
Directory Number screen. Assign the offset as follows:
[+ or -] [0 - 23] : [0 - 59]
0 - 23 = hours
0 - 59 = minutes
The offset changes the server local time used for the Time-of-Day (TOD) conditionals in the
vectors processed for the VDN to the VDN local time.
• Use the minus (-) sign if the VDN local time is earlier than the server local time.
• Use the plus (+) sign if the VDN local time is later than the server local time.

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Voice Response Integration

When you set Call Prompting to y, the system collects digits from the caller and an Interactive
Voice Response (IVR) unit to return data. You must set Call Prompting to y to administer the
Converse Data Return Code and use the digits keyword for the <data_1> or <data_2> fields
on the converse-on command.

Screen name Field name

System-Parameters Customer-Options Call Prompting
Feature Access Code (FAC) Converse Data Return Code
Feature-Related System Parameters Converse Delay Data1/Data2
Converse Signaling Tone/Pause
Call Vector All fields

VuStats
Administer VuStats on the following screens.

Screen name Field name

System-Parameters Customer-Options • ACD
• BCMS/VuStats Login ID
• BCMS/VuStats Service Level
• VuStats or VuStats (G3V4 Enhanced)

Feature-Related System Parameters • ACD Login Identification Length

• BCMS/VuStats Measurement Interval
• BCMS/VuStats Abandoned Call Timer
• Validate BCMS/VuStats Login IDs
• Clear VuStats Shift Data

Trunk Group Measured

Attendant Console Feature Buttons
BCMS/VuStats Login ID • Login ID
• Name

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 VuStats

Screen name Field name

Hunt Group • ACD
• Acceptable Service Level
• Measured
• Objective

Station Feature buttons

Vector Directory Number (VDN) • Acceptable Service Level
• Measured

VuStats All fields

Use the change system-parameter customer-options command to ensure that ACD,

BCMS/VuStats Login IDs, BCMS/VuStats Service Level, and VuStats or VuStats (G3V4
Enhanced) are set to y.

Agent Login ID screen for VuStats

Administer the Agent Login ID screen for EAS. With EAS, VuStats accesses agent and agent-
extension object type information based on agent login ID. Agents logging in with agent IDs
that are administered on this screen or the BCMS/VuStats Login ID screen can view their
statistics on any VuStats phone. If agent IDs are not administered, VuStats displays only
statistics collected for the agent extension.

Attendant Console
Administer the vu-display feature button to allow an attendant to display VuStats statistics.
You can administer any number of VuStats buttons.

Field name Description

Fmt When you assign VuStats feature buttons, the system displays an Fmt
field. You can associate a vu-display button with a particular display
format. The Fmt value identifies the VuStats format used to display
the information. Specify 1 - 50 in the Fmt field, where 1 is the
default format.
ID number (Optional) Administer an ID number for each vu-display button. Use
the ID number to define the agent, split or skill, trunk group, or the
VDN that the VuStats display describes. The ID can be an agent login
ID or extension number, a split or skill or trunk group number, or a
VDN extension. For example, administer a vu-display button with
split or skill ID 6 to view statistics for split or skill number 6.

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Field name Description

Do not administer IDs for VuStats displays with the agent object type.
Agent object type displays are limited to statistics for the logged-in
agent.
With IDs, supervisors and agents can bypass entering an agent
extension, split or skill, or VDN number when viewing statistics. You
can also use IDs to limit access to certain statistics to designated
phones.

BCMS/VuStats Login ID
Administer agent login IDs if you do not have EAS. You can use BCMS/VuStats login IDs to
track statistics by a specific agent rather than by an extension number. Use any character,
except a space, as a placeholder for data in Format Description text. The default is $. Each
character holds a place for one character of data.

Feature-Related System-Parameters

Field name Description

ACD Login Identification Length Defines the ACD log-in ID length and the BCMS
log-in ID length. If you are not using EAS, enter a
number from 1 to 9 that identifies the length of
agent log-in IDs used by BCMS/VuStats. If you are
not using BCMS/VuStats login IDs, accept the
default 0. Coordinate with the BCMS administrator
before you make changes to this field.
BCMS/VuStats Measurement Interval Determines how frequently BCMS polls and
records data for BCMS reports and VuStats
displays. Set this field to half-hour or hour.
If you specify hour, an entire day of traffic
information is available for BCMS history reports.
Otherwise, only half a day is available. The
maximum number of measurement intervals is 25,
including the current interval.
BCMS/VuStats Abandon Call Timer The number of seconds a call can last and still be
recorded as an abandoned call. Set this field to
1-10, or leave blank. For example, if you set this
field to 5, a call can last up to 5 seconds and be
recorded as abandoned. Very short calls are,
therefore, not included as ACD calls in BCMS and
VuStats statistics. Abandoned time is measured
from the time the call is answered until the agent
hangs up. The time that an agent is on a call that

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 VuStats

Field name Description

is within the abandon call timer value is recorded
as total Aux time with the default reason code. Use
this timer if your CO does not provide disconnect
supervision.
Validate BCMS/VuStats Login IDs Set to n to allow entry of any ACD login of the
proper length. Set to y to allow entry only of login
IDs that have been entered on the BCMS/VuStats
Login-ID screen.
Clear VuStats Shift Data Set to on-login or at-midnight to specify
when shift data for an agent is cleared.

Hunt Group

Field name Description

ACD Set this field to y.

Acceptable Service Level Specify the number of seconds within which

calls to this hunt group must be answered.
BCMS and VuStats use the value to
determine the percentage of calls that meet
the acceptable service level.
Measured Set this field to internal or both. Set
internal to record statistics for BCMS/
VuStats. Set both to record statistics for
BCMS/VuStats and CMS.
Objective Specify an objective, or goal, for the split or
skill. Examples include an agent objective of
a number of ACD calls to be handled, an
average talk time, or a percent of calls to be
answered within the acceptable service
level.

Trunk Group
For each trunk group that has VuStats display statistics, set the Measured field to internal
or both. Specify internal to record statistics for BCMS/VuStats. Specify both to record
statistics for BCMS/VuStats and CMS.

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Administering Call Center Elite features

Station
Administer the VuStats feature button (vu-display) so that agents can view the VuStats
statistics.

Vector Directory Number

For each VDN that has statistics displayed by VuStats, administer the following fields:

Field name Description

Acceptable Service Level Specify the number of seconds within which
calls to the VDN must be answered. BCMS
and VuStats use the value to determine the
percentage of calls that meet the acceptable
service level.
Measured Set the field to internal or both. Set
internal to record statistics for BCMS/
VuStats. Set both to record statistics for
BCMS/VuStats and CMS.

Zip Tone Burst for CallMaster® Endpoints

Procedure

On page 13 of the Feature-Related System Parameters screen, administer the Zip

Tone Burst for CallMaster Endpoints field as single or double.
Administering the Zip Tone Burst for CallMaster Endpoints field as single
eliminates the second burst of zip or ICI tone reducing the time for an agent to start
conversation with the caller and the possibility of the agent and the caller hearing open
mike background noise between the first and second tones.

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Chapter 4: Administering the 96X1 SIP
agent deskphones

Important:
The 96x1 SIP Agent Deskphone SIP 6.2 software, referred to within, will be announced separately when
the software becomes generally available.
Use the Logged-In SIP EAS Agent field on the Call Center page of the System-Parameters Customer-
Options screen to restrict the maximum number of logged-in SIP EAS agents. The license file usually
determines the field value. To view the limit set in the license file, enter the display capacity
command.
The 96X1 SIP deskphones use the Avaya Outboard Proxy SIP (OPS) features on the trunk side of
Communication Manager.
Note:
You can assign only one ops type on the Off-PBX-Telephone Station-Mapping screen.
Before you begin
To select the Station Type field value as a 96X1SIPCC type phone:
• Ensure the Call Center release is 6.0 or later.
• Set the EAS field on the Feature-Related System Parameters screen to y.
Procedure

1. Configure the Avaya 96X1 agent deskphones as one of the following 96XISIPCC types on the
Station screen:
• 9608SIPCC
• 9611SIPCC
• 9621SIPCC
• 9641SIPCC

Note:
After you set the Station Type field to one of the 96X1SIPCC type phone, you cannot
administer the release button since the SIP phone provides the “Release” and “Drop”
functionalities during a call and conference respectively.
2. Administer the following work buttons:
• auto-in or manual-in

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Administering the 96X1 SIP agent deskphones

• aux-work
• acw. This button is optional.
• agent-login. This button toggles to agent-logout after an agent logs in. You must
administer the login/logout button on the SIP phones since the login/logout FACs do not
work with the SIP phones.

Note:
The Agent Greetings feature is currently not available with the 96x1 SIP deskphones. The
feature is supported only with phones that use the Avaya one-X ® Deskphone H.323
application. Call Center features, such as login and logout, function differently with SIP using
the capabilities of the Avaya SIP architecture.

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Chapter 5: Time of Day Clock
Synchronization

With the Time of Day (TOD) Clock Synchronization feature, you can maintain synchronous clock times
across a multi-site call center network. Maintenance of accurate TOD settings is important for many
functions such as the following:
• Creation of time stamps for items such as error logs, Malicious Call Trace (MCT) records, and CMS
data.
• Scheduling of a large number of diverse task activities on Communication Manager and the
adjuncts.

TOD synchronization methods

The TOD clock synchronization capabilities are available in Communication Manager releases
with Multiple Locations and Daylight Saving rules. You can use the following methods to
implement TOD clock synchronization:
• NTP/SNTP to administer direct switch synchronization.
• Avaya Site Administration to schedule synchronization tasks.

How to use NTP/SNTP to administer direct switch synchronization

In this method, individual communication servers use either Network Time Protocol (NTP) or
Simple Network Time Protocol (SNTP) to synchronize their Operating System (OS) clocks with
highly accurate Coordinated Universal Time (UTC) from an Internet Time Server. The
Communication Manager clock time also uses the OS clock time.

How to use Avaya Site Administration to schedule synchronization

tasks
In this method, you can use Avaya Site Administration to set up a regularly scheduled
synchronization task for all servers in the call center network. You can use the time from the
system clock of the client computer to synchronize the communication servers. A best practice

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Time of Day Clock Synchronization

is to run the NTP or SNTP software on the client computer to synchronize the client computer
time with the UTC time from an Internet Time Server.
You can use this method of time synchronization for the following communication servers:
• DEFINITY G3csi
• Avaya DEFINITY Server CSI
• DEFINITY G3si
• Avaya DEFINITY Server SI
• DEFINITY G3r
• Avaya DEFINITY Server R

How to use NTP/SNTP to synchronize the switch to UTC

time
This method applies to Avaya Communication Manager on which the platform OS, Linux or
Windows 2000, uses either NTP or SNTP to obtain highly accurate UTC data from an Internet
Time Server. The time on the OS clock, which is continuously adjusted to match the polled
UTC time, also provides the basis for the Communication Manager clock time. This
synchronization method is accurate to the fraction of a second.
When a multi-site network includes Communication Manager that uses this synchronization
method, each Communication Manager maintains its own separate clock time. However, since
all Communication Manager that use this method maintain settings based on UTC time, and
are essentially identical, clock synchronization is still achieved.
For requirements and procedures associated with this screen of clock synchronization, see
the Administering Avaya Aura ® Communication Manager document.

How to use Avaya Site Administration to set up a TOD

synchronization schedule
This method for TOD clock synchronization, which applies to certain communication servers,
uses the Avaya Site Administration tool installed on a client computer to set up a
synchronization task schedule.
You must install Avaya Site Administration on the client computer along with the NTP or SNTP
software. Connect the client computer to an Internet Time Server so that the computer can
continuously poll the Internet Time Server for the UTC time. Synchronize the client clock time

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 How to use Avaya Site Administration to set up a TOD synchronization schedule

with the clock time of the switches on the network using the Avaya Site Administration Time
Synchronization feature.
On communication servers with software releases prior to R11, the synchronization command
is ignored if the minute time specified for the incoming time is the same as that currently being
counted at the switch. Consequently, this synchronization method is only accurate to within 59
seconds or less on communication servers that are installed with releases prior to R11.
On communication servers that are installed with a software release of R11 or later, if the minute
time specified for the incoming synchronization command is the same as that being counted
at the switch, the minute count on the switch is set back to the 0-second mark for the minute.
When potential network delays are factored in, this method is accurate to within 5 seconds or
less.

Prerequisites for using Avaya Site Administration to set up a TOD

synchronization schedule
• You must install and run Avaya Site Administration on the client computer when
synchronization runs are scheduled to occur.
• You must ensure that the client computer can establish a Local Area Network (LAN) or
dialup connection with the target communication servers when synchronization runs are
scheduled to occur.

Important:
Before you set up TOD synchronization tasks in Avaya Site Administration, administer
dedicated synchronization connections from Avaya Site Administration to each
Communication Manager.
• You must install an SNTP/NTP software on the client computer and connect the client
computer to an NTP Time Server through the internet.
• You must configure the Daylight Saving Time (DST) rules on the client computer since
the same rule applies to the computer clock.

Things to know before you set up a synchronization schedule

Read the following details before you use Avaya Site Administration to set up a TOD clock
synchronization schedule.

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Time of Day Clock Synchronization

Specify offset values in Standard Time equivalents

When you set up a regular schedule for a time synchronization task in Avaya Site
Administration, specify an offset value that reflects the difference in local time between the
client computer and a target Communication Manager location.
Avaya Site Administration uses the set time command to synchronize the Communication
Manager clock time with the clock time of the Avaya Site Administration client. Avaya Site
Administration always sends the set time command in Standard Time. Depending on the
Communication Manager version, one of the following results occur:
• If the receiving Communication Manager is installed with R11 or later, Communication
Manager checks the DST rule specified in the set time command, which is always
Standard Time, and compares the DST rule with the existing rule. Communication
Manager adjusts the incoming synchronization time if a DST rule other than Standard
Time is in effect.
• If the receiving Communication Manager is installed with a release prior to R11,
Communication Manager checks the DST rule specified in the set time command,
which is always Standard Time, and compares the Daylight Saving Rule with the existing
rule. If a DST rule other than Standard Time is in effect, Communication Manager sends
an error message back to Avaya Site Administration. When Avaya Site Administration
receives the error message from Communication Manager, Avaya Site Administration
automatically corrects the synchronization time to comply with the DST rule on the local
computer and resends the adjusted time back to Communication Manager.
When you calculate offset values to use as input in the Avaya Site Administration Time
Synchronization feature, you must perform the following:
• If either the client or the target Communication Manager is located in a time zone where
the DST rule is in effect, convert the local time to reflect the Standard Time rule. A best
practice is to always normalize Communication Manager and client times to Standard
Time before you calculate offset values.
• After you normalize the local times to their Standard Time equivalents, calculate the offset
time as the difference between the local Standard Time at the client end and the local
Standard Time at the Communication Manager end. This value is the offset between the
client computer and Communication Manager that you specify when you use the Avaya
Site Administration Time Synchronization feature.

Possible lag times

You can set up multiple TOD clock synchronization tasks to run simultaneously on the client
computer for possible lag between the synchronization start time on the client and actual run
time at Communication Manager. However, synchronization tasks actually run in sequence.
Actual synchronization run times at Communication Manager may vary from the run time

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 How to use Avaya Site Administration to set up a TOD synchronization schedule

specified on the client by several minutes. However, the accuracy of the synchronization setting
is not affected.

EPN locations do not require synchronization

Expansion Port Network (EPN) cabinets that are located in a different time zone from their
connecting Communication Manager do not require separate TOD clock synchronization.
EPNs receives the synchronized clock time from Communication Manager, which is adjusted
according to any settings that are specified in the Locations screen. You can use the change
multiple locations command to access the Locations screen.

Note:
CMS data synchronizes with the Communication Manager time for the ACD from which CMS
data is generated. CMS data uses the same DST rules that apply to Communication
Manager.

Run synchronization tasks during low traffic periods

Avaya Site Administration uses the set time command to adjust the Communication
Manager clock time. Since the Communication Manager traffic can delay the completion of the
set time command, schedule the clock synchronization task to run during a low traffic period
on each Communication Manager.

Run synchronization tasks in the middle of CMS archive intervals

About this task
Avaya Call Management System is designed to run archives at regular intervals of 15 minutes,
30 minutes, or 1 hour. Schedule the synchronization tasks to run near the middle of an archive
interval. The approach minimizes potential redundancies in archive interval records for an
ACD.
For example, an archive interval begins at 09:00. If Communication Manager receives a
synchronization command and changes the Communication Manager clock time to 08:59, a
second archive interval begins when the Communication Manager clock changes to 09:00. In
this case, two archive intervals that have the same 09:00 time stamp are recorded. One interval
extends from 09:00 to 09:01. The other interval also begins at 09:00 and extends for the normal
duration specified for archive intervals on the ACD, which is either 15, 30, or 60 minutes.
To prevent such as situation, schedule synchronization tasks to run near the middle of the
archive interval specified for each ACD.
To determine the Call Management System archive interval length specified for an ACD:

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Time of Day Clock Synchronization

Procedure

1. Start Avaya Call Management System Supervisor.

2. From the main menu, select:
Tools > System Setup
The CMS System Setup dialog appears.
3. Perform the following:
a. In the Operations list, select Storage Intervals.
b. To retrieve archive interval information on an ACD, select the ACD from the
ACD field box.
4. Select OK.
CMS Supervisor displays the Storage Intervals window, which includes the archive
interval for the ACD.

How to design a TOD clock synchronization schedule

Example multi-site call center network

The following example scenario shows how to design an Avaya Site Administration Time
Synchronization schedule for a multi-site call network that spans several time zones. The
example sites and their respective time zones are shown in the following figure.

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 How to use Avaya Site Administration to set up a TOD synchronization schedule

Notes:
1. Site is not on Daylight Saving Time
2. British Summer Time (BST) is UK Daylight Saving Time (GMT + 1)
The call center network example in this figure includes four Communication Manager locations
that are located in different time zones. In this example, all Communication Manager and the
client are on Daylight Saving Time, with the exception of Communication Manager 2
(Phoenix).
Using Avaya Site Administration to create a TOD synchronization schedule requires careful
planning and consideration. The steps described in the following page represent the most
error-free method you can use to design your synchronization schedule.

How to determine the location offset values

The Avaya Site Administration Time Synchronization feature sends synchronization messages
specified in Standard Time to Communication Manager using the set time command. To
calculate the offset values that represent the time difference between the Avaya Site
Administration client computer and the Communication Manager locations, normalize all
location times to their Standard Time equivalents.

Important:
Always calculate the offset values based on comparisons between Standard Time
equivalents. If DST rules are not the same for the Avaya Site Administration client location
and a target Communication Manager location, significant synchronization errors can
result.
The following table uses the Communication Manager locations described in the example
scenario to derive correct offset values for the client computer and the Communication
Manager locations.

Note:
The local time listed in the table are random and only to illustrate the time differences
between locations. You can use any set of relative location time.

Local time or normalized standard time Calculated offset

value
Avaya Site Administration Communication Manager in New
Client computer in New York York
Local Time: 06:00 EDST Local Time: 06:00 EDST
Adjusted Standard Time: 05:00 Adjusted Standard Time: 05:00 EST 0
EST
Client computer in New York Communication Manager in Denver

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Time of Day Clock Synchronization

Local time or normalized standard time Calculated offset

value
Local Time: 06:00 EDST Local Time: 04:00 MDST
Adjusted Standard Time: 05:00 Adjusted Standard Time: 03:00 EST -2
EST
Client computer in New York Communication Manager in
Phoenix
Local Time: 06:00 EDST Local Time: 03:00 MST
Adjusted Standard Time: 05:00 Adjusted Standard Time: 03:00 MST -2
EST (New York)
Client computer in New York Communication Manager in London
Local Time: 06:00 EDST Local Time: 11:00 BST
Adjusted Standard Time: 05:00 Adjusted Standard Time: 10:00 BST +5
EST

The table demonstrates the importance of normalizing all local times to Standard Time when
calculating time offsets. The unadjusted time difference between Denver and New York is 2
hours and the calculated offset is minus 2 hours.
However, despite the fact that the unadjusted time difference between New York and Phoenix
is 3 hours, the calculated offset is also minus 2 hours, which is the same offset value that is
calculated for New York and Denver.

How to determine synchronization run time

After calculating the offset values, you can schedule the synchronization task to run on the
Avaya Site Administration client computer. A best practice is to normalize all local time to
Standard Time equivalents.
The following table shows how to obtain the synchronization task run time from the
Communication Manager locations. The task run time represents the values that are entered
in the Scheduler dialog in Avaya Site Administration.

Note:
Always establish clock synchronization run time on the basis of low traffic time intervals for
Communication Manager. In the following example, a single local Communication Manager
time is used as the synchronization run time for all Communication Manager. In actual
practice, low traffic periods for Communication Manager in a multi-site network may not
always be the same for each Communication Manager location.

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 How to use Avaya Site Administration to set up a TOD synchronization schedule

Local time or normalized standard time Client computer Synchronization run

for synchronization at a Communication or time set on client
Manager location Communication computer
Manager offset
Communication Manager in New York
Local Synchronization Run Time: 03:07
EDST
Adjusted Standard Time: 02:07 EST 0 2:07 AM
Communication Manager in Denver
Local Synchronization Run Time: 03:00
MDST
Adjusted Standard Time: 02:07 EST -2 0:07 AM
Communication Manager in Phoenix
Local Time: 03:07 MST
Adjusted Standard Time:
03:07 MST -2 1:07 AM
Communication Manager in London
Local Time: 03:07 BST
Adjusted Standard Time: 03:07 BST +5 8:07 AM
Synchronization run times must occur during low traffic periods at Communication Manager.
In this example, the simplifying assumption is made that a single low traffic time is common
to all Communication Manager locations. This assumption may not be true for all call center
operations.
Listed offset values are those that were derived in determining synchronization run times.
If the client computer clock is currently set to DST rules, add 1 hour to the synchronization
start time that you specify in the Avaya Site Administration Schedule dialog.
Specify the run time entered in the Schedule dialog of the Avaya Site Administration Time
Synchronization feature in a 12-hour AM/PM time format.

Synchronization run time considerations

If the client computer and the Communication Manager locations do not use the same DST
rules, actual synchronization run time vary by an hour over the course of the year. Depending
on how the DST rules between Communication Manager and client computer vary, the actual
synchronization run time at Communication Manager occurs either one hour earlier or later
than the time specified in Avaya Site Administration. The following basic rules apply:

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Time of Day Clock Synchronization

Note:
The following exceptions relate only to the synchronization start times. If the offsets are
calculated correctly, the following start time exceptions have no effect on the accuracy of
the synchronization.
• When DST is in effect at Communication Manager but not on the client computer, the
actual synchronization run time at Communication Manager occurs 1 hour later than the
run time that is specified on the client computer.
• When DST is in effect at the client computer but not at Communication Manager, the
actual synchronization run time at Communication Manager occurs 1 hour earlier than
the synchronization run time that is specified on the client computer.

Setting up a TOD synchronization task schedule in Avaya Site

Administration
Before you begin
Before you set up a TOD synchronization task, create dedicated connections from Avaya Site
Administration to each target Communication Manager.
Procedure

1. Start Avaya Site Administration on the client computer and select a Communication
Manager from the drop-down list on the main tool bar.
2. In the browser pane located on the right side of the main application window, select
the Fault & Performance tab.
3. Select the Time Synchronization option.
4. In the Time Synchronization - Properties dialog box that the system displays:
• If the target Communication Manager is located in a different time zone, check
the Offset field and specify the time offset between the client computer and
Communication Manager.

Important:
When different Daylight Saving Time rules are in effect at the Avaya Site
Administration client location and a target Communication Manager
location, synchronization errors can result if you do not calculate offset
values based on Standard Time equivalents.
• Click Next.
5. In the Time Synchronization - Schedule dialog box that the system displays:
• Check the Schedule this task to run field.
• Click Schedule.

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 About NTP/SNTP and Internet Time Servers

6. Perform the following tasks in the Scheduler dialog box that the system displays:

Important:
Schedule to run the synchronization task during a low traffic period at
Communication Manager. Heavy Communication Manager traffic can delay the
execution of the synchronization command.
a. In the Date field, click the arrow to view the calendar and select a day to start
the synchronization task.
b. In the Time field, enter the time to run the synchronization task.
The time you specify in this field is the time on the client computer and not the
time at the target Communication Manager. To determine the correct time to
enter in the Time field, perform the following tasks:
i. Determine the local time at Communication Manager when the
synchronization runs. If necessary, adjust the local time to the
Standard Time equivalent.
ii. Subtract the offset factor that you used in step 4 from
Communication Manager run time that you derived in the preceding
sub step. The time you calculate is the run time on the client
expressed in Standard Time. If DST is in effect at the client computer,
increase the time by 1 hour to account for DST.
iii. Enter the calculated time in the Time field.
c. Select one of the following options for the Recurrence Pattern field: frequent,
weekly, or monthly. Enter the time parameters specified with the option.

Note:
If you select the Frequent setting, set the task to run at 24–hour intervals.
d. Click Finish.
e. Verify the synchronization schedule information that you provided on the Time
Synchronization - Schedule dialog that appears, and click Finish.
f. Click Finish on the Time Synchronization - Summary window that the system
displays.
7. Repeat steps 1 through 6 to synchronize any other Communication Manager.

About NTP/SNTP and Internet Time Servers

The NTP synchronizes the system time on a computer with that of an Internet Time Server that
has been synchronized to a reference source such as radio, Global Positioning Service (GPS)
receiver that provides Coordinated Universal Time (UTC). NTP communicates with the Internet
Time Server by using a dialup modem or direct LAN connection.

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Time of Day Clock Synchronization

The SNTP is a basic version of NTP that allows for a greater degree of error, but can still deliver
time to an accuracy on the order of fractions of a second.

SNTP on switch platforms that support direct synchronization

The following Avaya switch platforms can use the SNTP software on the platform OS to directly
synchronize the switch clock to the UTC time from an Internet Time Server:
• Avaya IP600
• DEFINITY One
• Avaya S8000 Media Server
• Avaya S8300 Media Server
• Avaya S8700 Media Server
The platforms listed include either Red Hat Linux or Windows 2000 as the platform OS. The
following conditions are in effect for the SNTP configuration on the systems:
• For Linux platforms, configure the IP addresses for a minimum of three different Internet
Time Servers.
• For Linux platforms, go to the following Web sites for information on how to obtain NTP/
SNTP software:
http://www.ubr.com/clocks/timesw/timesw.html
http://www.ntp.org/software/index.html
• Linux platforms support the authentication/encryption mode provided in NTP/SNTP
version 3 or later support. This capability is not enabled by default.
• Windows 2000 platforms can use only one SNTP client (W32Time), which limits UTC
polling to one Internet Time Server IP address at a time. For more information, see the
“Microsoft Windows 2000” documentation. Search for the keywords Window Time
Service.
• Windows 2000 platforms use the W32Time service for SNTP functions. This service does
not support an authentication/encryption mode for the SNTP protocol.
• W32Time service allows optional polling of a Microsoft network domain controller as the
primary time server. Avaya does not support this configuration.

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 Setting up ACD offset times for CMS reporting

Platforms that synchronize through an Avaya Site Administration

client computer
The following Avaya switch platforms must use the Avaya Site Administration Time
Synchronization feature to maintain switch synchronization:
• DEFINITY G3csi
• DEFINITY G3si
• DEFINITY G3r
• Avaya S8100 Media Server
• Avaya S8200 Media Server
• Avaya S8500 Media Server
The following Web sites provide information on how to obtain the NTP/SNTP software for the
Avaya Site Administration client computer:
http://www.ubr.com/clocks/timesw/timesw.html
http://www.ntp.org/software/index.html

Setting up ACD offset times for CMS reporting

The time stamp for CMS data is obtained from the local switch on which the data is generated.
When a CMS system includes ACDs that are located in different time zones, CMS reports
reflect the time zone differences based on unadjusted data. However, you can use Avaya CMS
Supervisor to adjust CMS data derived from remote ACDs so that you to view data from
different time zones in a common time format. The common time format is a more convenient
way to view and assess simultaneous call center activity across time zones.
To adjust CMS data to reflect a common time format, you must:
• Designate a master ACD.
• Determine the appropriate offsets for each remote ACD.
• Set the switch time zone offset values for each ACD in the CMS Supervisor Storage
Windows dialog box.

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Time of Day Clock Synchronization

Setting switch time zone offset values for CMS report times
Procedure

1. In the main Supervisor Controller window of CMS Supervisor, select Tools >
System Setup.
The system displays the CMS System Setup window.
2. In the CMS System Setup window:
a. Select the Operations tab.
b. From the displayed list, select Storage Intervals.
c. In the ACD field, select an ACD.
d. Select OK.
The system displays the Storage Intervals window.
3. In the Switch time zone offset (-23 to +23) field, enter an offset value that reflects
the time difference between the target ACD and the designated master ACD.

Note:
For instructions on specifying the master ACD, see the Avaya Call Management
System Administration document.
4. On the main menu, select Actions > Modify.
5. Repeat the procedure for any other ACDs that require a switch time zone offset.

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Chapter 6: Recorded announcements

You can use recorded announcements to inform the callers that the call is in queue or that all agents are
busy.

Screen name Field name

Announcements/Audio Sources (includes All fields
Integrated Announcement Translations)
Feature Access Code (FAC) Announcement Access Code
Station COS
Data Modules (for Save/Restore/Copy) All fields
Netcon Data Module
System Port Data Module (SAP)
Announcement Data Module
Circuit Pack All fields

Note:
Complete the Circuit Pack screen only if you
administer the Board Location on the
Announcements/Audio Sources screen or Data
Modules screen and do not have the circuit pack
plugged in.
Feature-Related System Parameters • DID/Tie/ISDN Intercept Treatment
Note: • Controlled Outward Restriction Intercept
Complete this screen only if you plan to use Treatment
Recorded Announcements with the screen’s • Controlled Termination restriction (Do Not
associated feature. For example, to use Disturb)
announcements with the Hospitality features,
you must complete the Hospitality screen. • Controlled Station-to-Station Restriction

Hospitality • Announcement Type

• Length of Time to Remain Connected to
Announcement

Trunk Groups (All) Incoming Destination

Coverage Path Coverage Points
Hunt Group • First Announcement Extension
• Second Announcement Extension

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Recorded announcements

Screen name Field name

Call Vector All fields that require announcements

Note:
For information on adding, recording, saving, copying, restoring, and deleting announcements, see
“Announcements” in the Avaya Aura ® Communication Manager Feature Description and
Implementation document.

Recorded announcement types

Analog line types

You can use one of the analog line types to interface with the external announcement machines
for recorded announcements. You can then connect the external announcement machine by
an analog line port.

Analog
The analog announcement type provides an analog phone interface using an analog line port
for use with an announcement/audio source device that emulates analog phones. The
communication server starts playback by applying ringing. The device indicates that the
playback has stopped by going on-hook. The communication server does not indicate to the
device to stop playback. Use the analog type for announcements that play for a specific period
and then go on-hook at the end. When the device goes on-hook to indicate that the playback
ended, the caller listening to the announcement hears the sound of a click.

Analog-fd
Like the analog type, analog-fd provides an analog line interface and starts the playback with
a ringing sound. However, when there are no callers, the system sends a forward disconnect
signal, that is, an open loop for about one-half second, to the device to stop playback.

Analog-m
Analog-m provides an analog line interface. However, playback does not start with a ringing
sound. Use this announcement type for continuous playing music or audio sources. The device
stays in an off-hook state when active and goes on-hook when turned off or disconnected. You

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 Recorded announcement types

can use the announcement type when you set the Q field to b to provide barge-in repeating or
continuous-play announcements.

DS1 types
The DS1 announcement types provide analog-like interfaces with DS1 line ports, which are
called Line Side DS1 or Line Side T1. Each of these types indicate to the announcement,
music, or audio-source device to start playback using the Line Side T1 equivalent of a ringing
sound. The DS1 types also stay off-hook from the device to indicate that the playback is active
and on-hook to indicate that the playback is inactive.
The ds1-id and ds1-sa types provide a forward disconnect using transitions of the A signaling
bit to the device, which indicates when to stop playback. Callers listening to announcements
do not hear clicks when the device disconnects or goes on-hook.

ds1-fd
The ds1-fd announcement type provides a TIA/EIA Foreign eXchange (FX) type DS1 interface.
The forward disconnect signal is a toggle of the A bit from 0 to 1 and then back to 0 after 600
milliseconds. IVR systems use this announcement type for Line Side T1 ports when the
systems are used as an analog-like announcement device.

ds1-sa
The ds1-sa announcement type provides a TIA/EIA special-access type DS1 interface. The
forward disconnect signal is a toggle of the A bit from 1 to 0 and then back to 1 after 600
msecs.

ds1-ops
The ds1-ops announcement type provides a TIA/EIA off-premises-station type DS1 interface
that is used when the device does not support forward disconnect.

Auxiliary trunk types

The Auxiliary Trunk announcement type supports an external announcement machine
connected using a 4-wire auxiliary trunk interface, such as a 15A announcement system. The
communication server indicates to the device to start or stop the playback on the S lead. The
device indicates that the playback is active on the S1 lead.

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Recorded announcements

aux-trunk
Use the Auxiliary Trunk (aux-trunk) announcement type with a 4-wire interface external device
when you want to stop and start the playback using the S1 lead. The external device uses the
S1 lead to indicate the start of the playback.

aux-trk-m
Use the auxiliary trunk music (aux-trk-m) with a 4-wire interface device for continuous music
or audio sources that do not indicate that playback is active on the S1 lead. This announcement
type is used when the Q field is set to b to provide barge-in repeating or continuous-play
announcements.

Integrated types
The Integrated announcement type stores announcements internally on an Integrated
Announcement circuit pack or embedded gateway processor equivalent. This can include
TN2501AP Voice Announcements with LAN (VAL) or an H.248 Media Gateway VAL source.
The TN2501AP circuit pack has 31 ports for playing announcements. The G700 MG VAL
source has 15 play ports while the G350 MG VAL source has 6 play ports.
The following announcement boards or sources are obsolete and not used in the
Communication Manager configurations:
• TN750, TN750B, or TN750C announcement boards
• Co-resident SSP sources (DEFINITY One or S8100)
You can use this announcement type for general, ACD, and vectoring announcements and for
VDN of Origin Announcements.

integ-rep
The integrated-repeating (integ-rep) announcement type provides integrated and repeated
automatic wake-up announcements which is implemented along with the multi-integ hospitality
announcement type. Call center applications in vectoring require the continuous repeating
announcement type.

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 When to use recorded announcements

integ-mus
The integ-mus announcement type is the same as the integ-rep type except that the Q field is
always set to b to provide a continuous repeating barge-in operation. Use this announcement
type to provide music on delay or music on hold.

When to use recorded announcements

The most common applications for recorded announcement include when:
• Direct Inward Dialed (DID) calls cannot be completed as dialed.
• Incoming private-network access calls cannot be completed as dialed.
• Calls enter a split or skill (first announcement).
• Direct Department Calling, Uniform Call Distribution, or Direct-Agent calls have been in
queue for an assigned interval.
• ACD and Call Vectoring calls have been in queue for an assigned interval.
• A call destination is a recorded-announcement extension.
• A call routes to a vector that contains an announcement step.
• An announcement extension is specified as a coverage point.
• An announcement is the incoming destination of a trunk group.
• A VDN of Origin Announcement (VOA) occurs.
• A Security violation notification occurs.
• The Hospitality Automatic Wakeup feature is in use.

About barge-in
Normally, the system connects multiple callers to the beginning of an announcement,
regardless of the announcement type. However, you can administer auxiliary trunk
announcements, DS1 announcements, and integrated announcement to allow callers to listen
to an announcement when the system plays the message. This capability is called barge-in.

Barge-in operational details

When you administer barge-in by setting the Q field to b, only one port plays the announcement
at any one time. When the system routes a call to that announcement, the call immediately

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Recorded announcements

connects to the port and the caller hears the announcement playing. Most administrators
administer barge-in announcements to repeat continually while callers are connected to the
port. In this way, the caller listens until the system plays the entire announcement.

Nonbarge-in operational details

If an announcement port is available when a call arrives, the system connects the call to the
announcement. If an announcement port is not available and the announcement is
administered with no as the queue option, the call does not enter the queue for the
announcement and the caller hears a busy tone or another feedback.
If an announcement port is not available and the announcement is administered with yes as
the queue option, the call enters the announcement queue. When a port becomes available,
the communication server connects the calls waiting in the queue to the beginning of the
announcement. The system first connects the call that has been waiting in queue the longest
and then connects as many calls as possible.

Integrated and externally recorded announcements

With recorded announcements, you can administer integrated announcements and those
recorded on external devices. The external devices connect to the communication server using
analog line circuit packs or auxiliary trunk interfaces such as TN2183 or TN763.
The system stores an integrated announcement on a VAL source (TN2501AP or H.248 MG
sources). The system can store multiple announcements on each circuit pack depending on
the system capacity.
Each TN2501AP integrated-announcement circuit pack stores up to 1 hour of uncompressed
voice announcements, has 31 playback ports that can play up to 31 simultaneous
announcements, and 1 dedicated port for telephone access to be used for recording and
playback. The recording time and playback ports for the H.248 MG VAL sources vary by Media
Gateway. The TN2501AP and H.248 MG VAL sources are connected to the customer LAN to
enable announcement file transfers to take place by way of FTP with a computer.
Announcements are wave files that are recorded as CCITT u-law/a-law, 8kHz, 8-bit mono files
using Microsoft Sound Recorder on a computer or using an Avaya switch phone.
Announcements that are stored on a circuit pack can play through any port on the circuit pack.
Announcements that are not administered for barge-in can be played through multiple ports.

Storage type Storage time Playback ports

TN2501AP 60 minutes 31
G700 MG 20 minutes 15
G350 MG 10 minutes 6

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 How to record announcements

Storage type Storage time Playback ports

G450 MG 45 minutes with internal flash 63
memory or 240 minutes with external
compact flash card
G430 MG 45 minutes with internal flash 15
memory or 240 minutes with external
compact flash card

On the Announcements/Audio Sources screen, set the Q field to y to queue each extension
for Integrated Announcements. Calls hearing integrated announcements at extensions that
have a queue are assigned a queue only when all the ports on the source that contains the
announcement are busy. When a port is available, all callers queued to hear a specific
announcement up to the maximum supported by the server platform are simultaneously
connected to that port to hear the announcement from the beginning. The same queuing pool
is used over all integrated sources. The communication server controls the announcement
queue length for integrated announcements, but you must set the queue length for analog or
aux-trunk announcements.

How to record announcements

You can transfer announcement files to and from a computer or delete over the LAN for the
TN2501AP and H.248 MG VAL sources using the Voice Announcement Manager (VAM)
software or an FTP client in conjunction with System Administration Terminal (SAT)
commands.
Announcements for the Voice Announcement over Local Area Network (VAL) sources can also
be recorded with a phone using the procedures discussed in this section. You can record
announcements on the TN2501AP circuit packs and for G700 and G350 Gateway embedded
Media VAL ( Virtual VAL or VVAL) announcements using these procedures.
For more information and recording tips, see “Announcement command for Call Vectoring” in
the Programming Call Vectoring Features in Avaya Aura ® Call Center Elite document.

Announcement recording
With the VAL announcement sources, recording by telephone always uses port 1, which is
dedicated for telephone access with the sources. VAL announcement sources also support
recording announcements as .wav files either on a local computer or made by a professional
recording studio. Move the files onto the VAL source using File Transfer Protocol (FTP).

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Recorded announcements

Note:
You cannot use a phone to record an announcement with an audio group assignment. Using
FTP, move each prerecorded file to each of the sources defined for the audio group.
For more information, see the Administering Avaya Aura ® Communication Manager
document.

About announcement sessions

You can record, play back, or delete integrated announcements by initiating an announcement
session. You must have console permissions assigned to your Class of Service (COS) for the
internal station or remote access barrier code to initiate an announcement session.
You can start an announcement session by dialing the administered FAC followed by the
announcement extension. If an announcement session is in progress, you will hear a reorder
tone and the system will drop the call.
If the phone session port to an integrated board is in use, you will hear a reorder tone followed
by silence. This indicates that the port is reserved for an announcement session. You can redial
the FAC and extension every 45 seconds to access the port.

Note:
You can use multiple phone sessions with one session associated with each active
integrated announcement board.
Once you access an announcement session, you can dial 1 to record an announcement, 2 to
play an announcement, or 3 to delete an announcement. If the circuit pack memory is more
than 90 percent full, the communication server gives a stutter dial tone when the you try to
access an announcement session. Even if you hear a stutter tone, you can record the
announcement.

Recording the announcement

About this task
If you dial 1, the communication server attempts to start a recording session with one of the
following outcomes:
Procedure

1. If an announcement already exists and is protected, you will hear an intercept tone.
Protection status is indicated by y. Hang up and determine the correct
announcement extension to use.
2. If the announcement is currently being played to callers, you will hear the reorder
tone.

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 How to record announcements

3. If the communication server has started the recording session, you will hear a record
tone to record the announcement.

Stop recording the announcement

Procedure

Choose one of the following methods to stop the recording after the announcement is
complete:
• Hybrid, digital, or IP phone: Dial the pound (#) key to end the recording. When you
end the recording with a pound key, you will hear the dial tone, and you can request
a playback, delete, or record over operation. The “#” tones or a click sound produced
when you hang up are not recorded. If the circuit pack memory becomes full during
recording, you will hear a reorder tone, the system will drop you, and the
announcement will not be retained.
• Analog phone: Hang up. Otherwise, ending with a pound key puts a tone in the
message. If you are using an analog phone that is not connected with lineside T1
(DS1 type), Communication Manager records a click when you hang up. After you
hang up, you must redial the FAC plus the announcement extension to start a new
recording session. If the circuit pack memory becomes full during recording, you hear
a reorder tone, Communication Manager drops the call, and does not retain the
announcement.

Playing back the announcement

About this task
After you complete a recording and hang up, do not immediately dial the extension. The new
announcement remains busy for approximately 15 seconds. To play back the new
announcement, dial the FAC, the announcement extension, and the number two before the
15–second timer expires.
Upon completion of the recording session, Communication Manager sets a timer for 15
seconds. During this interval, the system restricts you to one of two tasks:
Procedure

1. Listen to the announcement just recorded.

2. Record another announcement.

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Recorded announcements

Result
To listen to the announcement before the announcement is available to others, dial the FAC,
the extension, and the number two. The announcement plays the dial tone, you can perform
another operation, such as record a message.

Note:
If a caller attempts to dial an announcement that does not exist, the caller hears silence.
Either the announcement is not recorded or is not sent over the FTP to the board.

Deleting the announcement

Procedure

Dial the feature access code, the extension, and the number three (3) to delete the
announcement.
If an announcement is protected or is currently being played, Communication Manager
does not delete the announcement and you hear a reorder tone. Delete a recorded
announcement before rerecording another announcement with the dial 1 function.

Recorded announcements for ACD and other call center

features
You can use recorded announcements for ACD, Call Vectoring, Call Prompting, Expert Agent
Selection, VDN of Origin Announcement, Direct Department Calling, and UCD.

Recorded announcements and automatic wakeup

Recorded announcements allow Automatic Wakeup to use the built-in integrated
announcement circuit pack or sources in place of the Audichron adjunct.
If you use an integrated, multiple integrated, or external type of announcement for Automatic
Wakeup, you can also administer the announcement to repeat with the integ-rep
announcement type and to allow barge-in as a queue type. The benefit of repeating
announcements and barge-in queues is that you do not need to use a separate port for each
wakeup announcement.

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 Locally sourced music and announcements

Locally sourced music and announcements

Definitions

Term Definition
VAL announcement A Voice Announcement with a TN2501AP board.
source
vVAL announcement A virtual VAL (vVAL) source integrated in a Media Gateway (G700,
source G250, G350, G450, and so on). The vVAL source is referred to as
a virtual VAL source or an embedded VAL source.
announcement file The recorded announcement file that is played for the specific
announcement extension assigned to the audio group. The
announcement file is file-transferred (FTP) with the same file name
into each of the sources listed for the audio group.

About locally sourced music and announcements

Call centers can use any or all of their VAL or vVAL sources in the gateways as sources for
the same announcement. Locally sourced music offers the following benefits:
• Improves the quality of the audio.
• Reduces resource usage, such as VoIP resources, by selecting the nearest available
source when playing the announcement.
• Provides backup for announcements because a working announcement source with the
same announcement file is selected from the sources if the primary announcement source
is not available.

About audio groups

The VAL or vVAL sources that contain a particular announcement file are assigned to an audio
group, for example, G1. The audio group is then assigned to the announcement or audio
extension port location as a group-sourced location instead of a single-sourced location. The
caller usually hears an announcement from a source that is local to the incoming call trunk
facility.

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Recorded announcements

How the algorithm determines the most local source of an audio

group
The algorithm skips the nonworking sources to find a working source in the group. The audio
group algorithm selects one of the following:
1. A source that is local to the trunk or user in the same media gateway or in the same
group of TDM- or ATM-connected Port Network Gateways (PNGs).
2. A source in a gateway in the same network region.
3. One of the following sources in a gateway in the interconnected network region:
• Adjacent with the most available bandwidth and highest quality codec.
• Non adjacent based on the shortest number of hops.
4. An Inter-Gateway Alternate Routing (IGAR)-connected source on a gateway
interconnected through a PSTN trunk. This selection is based on IGAR percentage
usage.
If you have administered the announcement file extension for queuing and the source that is
selected to play the file has no available playback ports, the request to play the announcement
is held in queue until a port on the source becomes available. With Call Vectoring, the caller
hears the previously-started feedback, such as ringback, until the connection is made to the
announcement. If you have not administered queuing for that announcement file extension,
the search continues using the above criteria.

Capabilities of locally sourced music and announcements

Single or group sourced recorded announcement extensions as Music On Hold
(MOH) sources
You can use the integ-mus announcement type to:
• Assign the integ-mus announcement type to a system MOH source instead of a port
location as the system MOH source.
• Use integ-mus announcements to play MOH and music in vectors. As with audio groups,
the callers hear music from a local source. The integ-mus announcement type provides
a repeating barge-in operation by combining the integrated repeating type with a forced
assignment of barge-in. To assign MOH sources, use the Music Sources or the Feature-
Related System Parameters screen if you are not using tenant partitioning.
Separate MOH groups with multiple analog or auxiliary trunk music source port
locations
You can create separate MOH groups that can assign multiple analog or auxiliary trunk music
source port locations. You can assign the MOH groups, for example, group 1, as system MOH

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 Locally sourced music and announcements

sources instead of a single port location on the Music Sources screen. The music played is
from a local music source of the assigned group.
You can use an announcement or audio source extension with an assigned audio group
anywhere a single-sourced announcement is used. For example, you can use a group-sourced
announcement extension of type integrated or integ-mus in any of the following Call
Vectoring commands:
• announcement xxxxxx
• collect … after announcement xxxxxx
• disconnect after announcement xxxxxx
• wait-time < time > [secs, mins, hrs] hearing [audio source ext ] then [music, ringback,
silence, continue]
Apply a partition-defined system music source as the system music
You can apply a partition-defined system music source with an MOH group or music audio
group-sourced extension of type integ-mus as the system music using the following
commands:
• wait-time < time > [secs, mins or hrs] hearing music
• wait-time < time > [secs, mins or hrs] hearing [audio source ext ] then music

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Recorded announcements

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Chapter 7: Administering VRUs/IVRs as
station ports

When using Voice Response Units (VRUs) or Interactive Voice Response (IVRs) systems as station ports
in a hunt group or in an ACD split/skill, either as a nonvector-controlled split or accessed using the
converse-on, queue-to, or route-to command, you must administer the station ports on the Station
screen with the type required by the VRU or IVR ports. The following table lists the types for VRU or IVR
ports supported by Communication Manager.

VRU /IVR port Forward C&D tones Station type Description

type disconnect support
Analog T&R — No 2500 Standard station set interface. Uses
analog line circuit pack such as
TN2135.
Analog T&R — Yes VRU Provides standard station set
interface with C&D tones support
using the DTMF Feedback Signals
feature.
Lineside DS1/ No No ops OPS is a DS1 type that provides a
DS0 or lineside TIA/EIA off-premises station type
T1/E1 DS1 interface used where the device
does not require or support forward
Note: disconnect.
(DS1 Circuit
Packs
(TN767E or
later, or
TN464F or
later must be
equipped.)
Lineside DS1/ Yes No ds1fd ds1fd provides a TIA/EIA Foreign
DS0 or lineside eXchange (FX) type DS1 interface.
T1/E1 The forward disconnect signal is a
toggle of the A bit from 0 to 1 and
then back to 0 after 600 msecs. This
type is used for Line Side T1/E1 ports
on the IVR system when used as an
analog-like VRU device and is the
recommended method for
interfacing.

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Administering VRUs/IVRs as station ports

VRU /IVR port Forward C&D tones Station type Description

type disconnect support
Lineside DS1/ Yes Yes VRUFD VRUFD is the same as ds1fd with
DS0 or lineside C&D tone support. An IVR system
T1/E1 does not use this type of
administration.
Lineside DS1/ Yes No ds1sa ds1sa provides a TIA/EIA special-
DS0 or lineside access type DS1 interface. The
T1/E1 forward disconnect signal is a toggle
of the A bit from 1 to 0 and then back
to 1 after 600 msecs.
Lineside DS1/ Yes Yes VRUSA VRUSA is the same as ds1sa, but
DS0 or lineside with C&D tone support.
T1/E1

Administering C and D tones for a VRU port

About this task
Connect (C) and Disconnect (D) Tones provides DTMF (touch tone) to a VRU/IVR port when
the incoming caller is on soft hold to indicate the following transfer operation events:
• The VRU-placed call is being connected to the transferred-to agent.
• The caller disconnected while on hold.
Procedure

1. On the System-Parameters Customer-Options screen, set the DTMF Feedback

Signals For VRU field to y.
2. On page 6 of the Feature-Related System Parameters screen, select values for the
Connection and Disconnect fields. Values, such as 0-9, asterisk (*), pound (#),
and A-D, represent the buttons that are included in the 16-button DTMF array.
The default connection and disconnection tones are C and D respectively. The tones
are applied for 350 millisecond with a 100 millisecond pause period.
3. On page 1 of the Station screen of the VRU port, set the type to one of the following:
• VRU (analog line)
• VRUFD (Line Side DS1-FD)
• VRUSA (Line Side DS1-SA)

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 Glossary

abandoned call An incoming call in which the caller hangs up before the call is
answered.

Abbreviated A feature that allows callers to place calls by dialing just one or two
Dialing digits.

access code A 1-digit, 2-digit, or 3-digit dial code that activates or cancels a feature,
or accesses an outgoing trunk.

access trunk A trunk that connects a main communications system with a tandem
communications system in an Electronic Tandem Network (ETN) on
page 225. You can use an access trunk to connect a system or tandem
to a serving office or service node. Also called an access tie trunk.

ACCUNET A trademarked name for a family of digital services offered by AT&T in

the United States.

ACD split A method of routing calls of a similar type among agents in a call center.
Also, a group of extensions that are staffed by agents trained to handle
a certain type of incoming call.

adjunct A processor that does tasks for another processor and is optional in the
configuration of the other processor. See also application on
page 220.

adjunct-controlled An ACD split that is administered to be controlled by another application.

split Agents logged in to such splits must do all telephony work, ACD login,
ACD logout, and work mode changes through the adjunct, except for
auto-available adjunct-controlled splits, wherein agents cannot log in, log
out, or change the work modes.

adjunct-monitored An adjunct-controlled call, active-notification call, or call that provides

call event reporting over a domain-control association.

Adjunct Routing A means of evaluating calls before the calls are processed by requesting
information from an adjunct. The Communication Manager requests
instructions from an associated adjunct and makes a routing decision
based on agent availability or the caller information.

ASAI Adjunct-Switch Application Interface (ASAI) is a recommendation for

interfacing adjuncts and communications systems, based on the CCITT
Q.932 specification for layer 3.

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adjusted EWT

adjusted EWT A Best Service Routing (BSR) term for Expected Wait Time (EWT) plus
a user adjustment set by a consider command.

administration A terminal that is used to administer and maintain a system.

terminal

AWOH Administration Without Hardware (AWOH) is a feature that allows

administration of ports without associated terminals or other hardware.

ACW After Call Work (ACW) is a work mode in which agents are unavailable
to receive ACD calls. Agents enter the ACW mode to perform ACD-
related activities such as filling out a form after an ACD call.

agent A member of an ACD hunt group, ACD split, or skill. Depending on the
ACD software, an agent can be a member of multiple splits/skills.

agent report A report that provides historical traffic information for internally measured
agents.

appearance A software process that is associated with an extension and whose

purpose is to supervise a call. An extension can have multiple
appearances. Also called call appearance, line appearance, and
occurrence.

application An adjunct that requests and receives ASAI services or capabilities.

Applications can reside on an adjunct. However, Communication
Manager cannot distinguish among several applications residing on the
same adjunct. Hence, Communication Manager treats the adjunct and
all resident applications as a single application. The terms application
and adjunct are used interchangeably throughout the document.

AES Application Enablement Services (AES) is an Avaya product that

provides a platform for the development of CTI-based applications for
Communication Manager.

application plan A plan used only in multi-site BSR applications. The application plan
identifies the remote switches that are compared in a consider series.
The plan also specifies the information used to contact each
Communication Manager and to interflow calls to the Communication
Manager.

applications A micro-computer based, program controlled computer providing

processor application services for the switch. The processor is used with several
user-controlled applications such as traffic analysis and electronic
documentation.

association A communication channel between adjunct and switch for messaging

purposes. An active association is one that applies to an existing call on
the switch or to an extension on the call.

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 aux-work mode

attendant A person at a console who provides personalized service for incoming

callers and voice-services users by performing switching and signaling
operations.

attendant console The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to
another extension or trunk, put a call on hold, and remove a call from
hold. Attendants using the console can also manage and monitor some
system operations. Also called console.

AUDIX Audio Information Exchange (AUDIX) is an Avaya messaging system.

AUDIX has been replaced by Message Manager.

auto-in work mode A mode in which an agent is ready to process another call as soon as
the current call is completed. Auto-in work mode is one of four agent work
modes.

AAR Automatic Alternate Routing (AAR) is a feature that routes calls to a

different route than the first-choice route when facilities are
unavailable.

Automatic A feature that enables internal callers, upon reaching a busy extension,
Callback to have the system automatically connect and ring both originating and
receiving parties when the receiving party becomes available.

Automatic Call Automatic Call Distribution (ACD) is a feature that receives calls and then
Distribution depending on administered instructions, delivers messages appropriate
for the caller and routes the call to an agent who is available.

Automatic Circuit A feature that tracks calls of unusual duration to facilitate troubleshooting.
Assurance (ACA) A high number of very short calls or a low number of very long calls signify
a faulty trunk.

Automatic Number A display of the calling number so that agents can access information
Identification (ANI) about the caller.

Automatic Route A feature that allows the system to automatically choose the least-
Selection (ARS) expensive way to send a toll call.

automatic trunk A trunk that does not require addressing information because the
destination is predetermined. A request for service on the trunk, called a
seizure, is sufficient to route the call. The normal destination of an
automatic trunk is the communications-system attendant group. Also
called automatic incoming trunk and automatic tie trunk.

auxiliary trunk A trunk used to connect auxiliary equipment, such as radio-paging

equipment, to a communications system.

aux-work mode A mode in which agents are unavailable to receive Automatic Call
Distribution (ACD) calls. Agents enter aux-work mode when involved in

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available agent strategy

non-ACD activities such as taking a break, going to lunch, or placing an

outgoing call.

available agent A strategy that determines how the Best Service Routing (BSR)
strategy commands in a vector identify the best skill when multiple skills have
available agents.

Avaya Aura ® A converged communications platform unifying media, modes, network,

devices, applications. Avaya Aura® is based on the SIP architecture with
Session Manager at the core.

barrier code A security code used with remote access to prevent unauthorized access
to the system.

Basic Call An application on the Communication Manager that monitors the

Management operations of an ACD application. BCMS collects data related to the calls
System (BCMS) on the Communication Manager and organizes the data into reports that
help manage ACD facilities and personnel.

BRI Basic Rate Interface (BRI) is an ISDN configuration that offers two bearer
(B) channels for voice and data and one data channel for signaling.

Bearer Capability A code that identifies the type of a call (for example, voice and different
Class (BCC) types of data).

best The split, skill, or location that can provide the best service to a caller as
determined by Best Service Routing (BSR) on page 222.

bridge (bridging) The appearance of a phone extension at other phones.

bridged A call appearance on a telephone that matches a call appearance on

appearance another telephone for the duration of a call.

Best Service An Avaya Communication Manager feature based on Call Vectoring that
Routing (BSR) routes ACD calls to the split, skill, or contact center best able to service
each call. BSR can be used on a single Communication Manager, or to
integrate resources across a network of Communication Manager.

Business A feature that establishes different service levels for different types of
Advocate calls. For example, a company decides that a premium customer must
receive service before the other types of customers.

BHCC Busy-Hour Call Completion (BHCC) is a measure of the number of calls

that Communication Manager successfully completes during the peak
hour of a network.

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 channel

call appearance 1. For the attendant console, the six buttons labeled a-f used to
originate, receive, and hold calls. Two lights next to the button
show the status of the call appearance.
2. For the telephone, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold
calls. Two lights next to the button show the status of the call
appearance.

callback call A call that automatically returns to a voice-terminal user who activated
the Automatic Callback on page 221 feature.

Call Detail A feature that uses software and hardware to record call data.
Recording (CDR)

Call Management An application that enables customers to monitor and manage

System (CMS) telemarketing centers by generating reports on the status of agents,
splits, trunks, trunk groups, vectors, and VDNs. CMS enables customers
to partially administer the ACD feature for a communications system.

call vector A set of vector commands used to process an incoming or internal call.

call work code A number entered by ACD agents to record the occurrence of customer-
defined events (such as account codes, social security numbers, or
phone numbers) on ACD calls.

cause value A value that is returned in response to requests or in event reports when
a denial or unexpected condition occurs.

CCS or hundred A unit of call traffic. Call traffic for a facility is scanned every 100 seconds.
call seconds There are 3600 seconds per hour. The Roman numeral for 100 is the
capital letter C. The abbreviation for call seconds is CS. Therefore, 100
call seconds is abbreviated CCS. If a facility is busy for an entire hour,
the facility is said to have been busy for 36 CCS.

Central Office (CO) A switch owned by a local telephone company that provides local
telephone service (dial-tone) and access to toll facilities for long-distance
calling.

channel 1. A circuit-switched call.

2. A communications path for transmitting voice and data.
3. In wideband, all of the time slots (contiguous or
noncontiguous) necessary to support a call. Example: an H0-
channel uses six 64-kbps time slots.
4. A DS0 on a T1 or E1 facility not specifically associated with a
logical circuit-switched call; analogous to a single trunk.

Administering CC Elite 6.2 Features July 2012 223

circuit

circuit 1. An arrangement of electrical elements through which electric

current flows.
2. A channel or transmission path between points.

circuit pack A card with microprocessors, transistors, and other electrical circuits. A
circuit pack is installed in a switch carrier or bay. Also called a circuit
board or circuit card.

COR Class of Restriction (COR) is a feature that allows classes of call-

origination and call-termination restrictions for phones, phone groups,
data modules, and trunk groups.

COS Class of Service (COS) is a feature that uses a number to specify if phone
users can activate the Automatic Callback, Call Forwarding All Calls,
Data Privacy, or Priority Calling features.

communications A software-controlled processor complex that interprets dialing pulses,

server tones, and keyboard characters and makes the proper connections both
within the system and external to the system. The communications
system itself consists of a digital computer, software, storage device, and
carriers with special hardware to perform the connections. A
communications system provides voice and data communications
services, including access to public and private networks, for telephones
and data terminals on a customer’s premises. Previously called a switch
or a Private Branch eXchange (PBX).

confirmation tone A telephone tone confirming that feature activation, deactivation, or

cancellation has been accepted.

connectivity A connection of disparate devices within a single system.

consider A consider series plus a queue-to best, check-best, or reply-

sequence best step is called a consider sequence.

consider series A series of consider commands typically written in sets. A set of

consider commands is called a consider series.

Central Office (CO) A telecommunications channel that provides access from the system to
trunk the public network through the local CO.

coverage answer A group of up to eight telephones that ring simultaneously when a call is
group redirected by Call Coverage. Any one of the group can answer the call.

coverage call A call that is automatically redirected from the called party’s extension to
an alternate answering position when certain coverage criteria are met.

coverage path An order in which calls are redirected to alternate answering positions.

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 Electronic Tandem Network (ETN)

coverage point An extension or attendant group, VDN, or ACD split designated as an

alternate answering position in a coverage path.

covering user A person at a coverage point who answers a redirected call.

data link A configuration of physical facilities enabling end terminals to

communicate directly with each other.

data terminal An input/output (I/O) device that has either switched or direct access to
a host computer or to a processor interface.

DMCC Device, Media, and Call Control (DMCC) is the new name for
Communication Manager API, that is, CMAPI.

Dynamic Host A protocol that dynamically assigns IP addresses to devices when the
Configuration devices connect to the network.
Protocol (DHCP)

dial-repeating tie A tie trunk that transmits called-party addressing information between
trunk two communications systems.

dial-repeating A PBX tie trunk that is capable of handling PBX station-signaling

trunks information without attendant assistance.

direct agent A feature, accessed only through ASAI, that allows a call to be placed in
a split queue but routed only to a specific agent in that split. The call
receives normal ACD call treatment (for example, announcements) and
is measured as an ACD call while ensuring that a particular agent
answers.

Direct Inward An incoming trunk used for dialing directly from the public network into a
Dialing (DID) trunk communications system without help from the attendant.

domain A group of VDNs, ACD splits, and stations.

Dynamic An Avaya Business Advocate feature that automatically adjusts the

Percentage agent target allocations to meet the administered service level targets.
Adjustment

Dynamic Queue An Avaya Business Advocate feature that queues calls from multiple
Position VDNs to a single skill, while maintaining different service objectives for
the VDNs.

Dynamic An Avaya Business Advocate Service Level Supervisor feature that

Threshold meets the administered service levels by automatically adjusting the
Adjustment overload thresholds to engage reserve agents.

Electronic Tandem A large private network that has automatic call-routing capabilities based
Network (ETN) on the number dialed and the most preferred route available. Each switch

Administering CC Elite 6.2 Features July 2012 225

Exclusion

in the network is assigned a unique private network office code (RNX),

and each telephone is assigned a unique extension.

Exclusion A feature that allows multi-appearance telephone users to keep other

users with the same extension from bridging onto an existing call.

Expansion Port A port network that is connected to the Time Division Multiplex (TDM)
Network (EPN) bus and packet bus of a processor port network. Control is achieved by
indirect connection of the EPN to the processor port network using a port-
network link.

Expected Wait A prediction of how long a call waits in queue before the call is
Time (EWT) answered.

EAD-LOA Expert Agent Distribution - Least Occupied Agent (EAD-LOA) is an agent

selection method for call delivery. With EAD-LOA, calls are delivered to
the available agent with the highest skill level and the lowest percentage
of work time since login, when compared to other available agents with
the same skill level.

EAD-MIA Expert Agent Distribution - Most Idle Agent (EAD_MIA) is an agent

selection method for call delivery. With EAD-MIA, calls are delivered to
the available agent with the highest skill level who has been idle the
longest since the last ACD call, when compared to other available agents
with the same skill level.

extension-in (EXT- A work state agents go into when answering a non-ACD call. If the agent
IN) is in manual-in or auto-in and receives an EXT-IN call, the call is recorded
by the reporting adjunct as an AUX-IN call.

extension-out A work state that agents go into when placing non-ACD calls.
(EXT-OUT)

external call A connection between a communications system user and a party on the
public network, or on another communications system in a private
network.

ECC External Call Controller (ECC) is an external Media Gateway Controller

(MGC) that communicates with the G250 or G350 media gateways in a
network.

facility A telecommunications transmission pathway and the associated

equipment.

Forced Agent A feature used to automatically log out an Expert Agent Selection (EAS)
Logout by Clock agent at a pre-determined time. This feature is primarily used to
Time automatically log off agents at the end of their shifts.

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 ISDN Gateway (IG)

Forced Agent A feature used to automatically log out an Expert Agent Selection (EAS)
Logout from ACW agent who spends too much time in After Call Work (ACW) mode.
mode

glare A simultaneous seizure of a 2-way trunk by two communications systems

resulting in a standoff.

ground-start trunk A trunk on which, for outgoing calls, the system transmits a request for
services to a distant switching system by grounding the trunk ring lead.
To receive the digits of the called number, that system grounds the trunk
tip lead. When the system detects this ground, the digits are sent.

holding time A total length of time in minutes and seconds that a facility is used during
a call.

ISDN Integrated Services Digital Network (ISDN) is a communication standard

for digital transmission of voice and data in a public switched telephone
network.

intelligent polling An automatic feature of Best Service Routing (BSR) that significantly
reduces the number of status polls executed. When a remote location
cannot be the best resource at a given moment in time, the intelligent
polling feature temporarily suppresses polls to that location.

intercept tone An tone that indicates a dialing error or denial of the service requested.

interflow An ACD term that refers to the ability to establish a connection to a

second ACD and overflow a call from one ACD to the other.

ICC Internal Call Controller (ICC) is an internal MGC that communicates with
the G250 or G350 media gateways in a network.

internal call A connection between two users within a system.

internal A BCMS measurement that is made by the system.

measurement

IP Multimedia An architectural framework for delivering Internet Protocol (IP)

Subsystem (IMS) multimedia services.

intraflow An ACD term that refers to the ability for calls to redirect to other splits
on the same Communication Manager to backup the primary split.

in-use lamp A red light on a multiappearance telephone that lights to show which call
appearance will be selected when the handset is lifted or which call
appearance is active when a user is off-hook.

ISDN Gateway (IG) A feature allowing integration of the switch and a host-based
telemarketing application using a link to a gateway adjunct. The gateway

Administering CC Elite 6.2 Features July 2012 227

ISDN trunk

adjunct is a 3B-based product that notifies the host-based telemarketing

application of call events.

ISDN trunk A trunk administered for use with ISDN-PRI. Also called ISDN facility.

line A transmission path between a communications system or Central Office

(CO) switching system and a telephone.

line port A piece of hardware that provides the access point to a communications
system for each circuit associated with a telephone or data terminal.

link A transmitter-receiver channel that connects two systems.

maintenance Activities involved in keeping a telecommunications system in proper

working condition: the detection and isolation of software and hardware
faults, and automatic and manual recovery from these faults.

major alarm An indication of a failure that has caused critical degradation of service
and requires immediate attention. Major alarms are automatically
displayed on LEDs on the attendant console and maintenance or
alarming circuit pack, logged to the alarm log, and reported to a remote
maintenance facility, if applicable.

management A terminal that the system administrator uses to administer the switch.
terminal The administrator can also use the management terminal to gain access
to the BCMS feature.

manual-in work A mode in which an agent is ready to process another call manually.
mode

Maximum Agent A feature used to set thresholds on the amount of time an agent spends
Occupancy (MAO) on a call. MAO is used to prevent agent burnout. The MAO threshold is
a system-administered value that places an agent in AUX mode when
the agent exceeds the MAO threshold for calls.

MGC Media Gateway Controller (MGC) controls the phone services on a

media gateway.

message center An answering service that supplies agents and stores messages for later
retrieval.

message-center A member of a message-center hunt group who takes and retrieves

agent messages for telephone users.

minor alarm An indication of a failure that affects customer service. Minor alarms are
automatically displayed on LEDs on the attendant console and
maintenance or alarming circuit pack, sent to the alarm log, and reported
to a remote maintenance facility.

228 Administering CC Elite 6.2 Features July 2012

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 poll suppression

modular A Processor Data Module (PDM) that can be configured to provide

processor data several kinds of interfaces (RS-232C, RS-449, and V.35) to customer-
module (MPDM) provided data terminal equipment (DTE).

Modular Trunk A trunk-data module that can be configured to provide several kinds of
Data Module interfaces (RS-232, RS-449, and V.35) to customer-provided data
(MTDM) terminal equipment.

multiappearance A telephone equipped with several call-appearance buttons for the same
telephone extension, allowing the user to handle more than one call on that same
extension at the same time.

network region A group of IP endpoints and Communication Manager IP interfaces that

are interconnected by an IP network. IP interconnection is used because
IP interconnection is less expensive, or provides better performance than
interconnections between members of different regions.

Network Specific An information element in an ISDN-PRI message that specifies which

Facility (NSF) public-network service is used. NSF applies only when Call-by-Call
Service Selection is used to access a public-network service.

node A network element that connects more than one link and routes voice or
data from one link to another. Nodes are either tandem or terminal.
Tandem nodes receive and pass signals. Terminal nodes originate a
transmission path or terminate a transmission path. A node is also known
as a switching system.

Non-Facility A method that allows multiple T1 or E1 facilities to share a single D-

Associated channel to form an ISDN-PRI. If D-channel backup is not used, one
Signaling (NFAS) facility is configured with a D-channel, and the other facilities that share
the D-channel are configured without D-channels. If D-channel backup
is used, two facilities are configured to have D-channels (one D-channel
on each facility), and the other facilities that share the D-channels are
configured without D-channels.

non switch- Proactive Contact outbound calls that are automatically launched by
classified Communication Manager.
outbound calls

pickup group A group of individuals authorized to answer any call directed to an

extension within the group.

poll suppression An automatic feature of BSR that significantly reduces the number of
status polls executed. When a remote location cannot be the best
resource at a given moment in time, the intelligent polling feature
temporarily suppresses polls to that location. See status poll on
page 231.

Administering CC Elite 6.2 Features July 2012 229

primary extension

primary extension A main extension associated with the physical telephone or data
terminal.

principal A terminal that has the primary extension bridged on other terminals.

principal (user) A person to whom a telephone is assigned and who has message-center
coverage.

private network A network used exclusively for the telecommunications needs of a

particular customer.

Processor Port A port network (PN) controlled by a switch-processing element that is

Network (PPN) directly connected to that PN’s TDM bus and LAN bus.

Property A stand-alone computer used by lodging and health-services

Management organizations for services such as reservations, housekeeping, and
System (PMS) billing.

public network A network that can be openly accessed by all customers for local and
long-distance calling.

queue An ordered sequence of calls waiting to be processed.

queueing A process of holding calls in order of their arrival to await connection to

an attendant, to an answering group, or to an idle trunk. Calls are
automatically connected in first-in, first-out sequence.

recall dial tone A tone signalling that the system has completed a function (such as
holding a call) and is ready to accept dialing.

redirection criteria Information administered for each telephone’s coverage path that
determines when an incoming call is redirected to coverage.

Redirection on No An optional feature that redirects an unanswered ringing ACD call after
Answer an administered number of rings. The call is then redirected back to the
agent.

reorder tone A tone to signal that one of the facilities such as a trunk or a digit
transmitter, was not available.

Service Level An agent selection strategy that ensures that a defined service level of
Maximizer (SLM) X% of calls are answered in Y seconds. When SLM is active, the software
verifies that inbound calls are matched with agents in a way that makes
sure that the administered service level is met. SLM is an optional Call
Vectoring feature that is used with Expert Agent Selection (EAS), and
without Business Advocate.

230 Administering CC Elite 6.2 Features July 2012

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 system report

SIP Session Initiation Protocol (SIP) is an application-layer control signaling

protocol for creating, modifying, and terminating sessions with more than
one participant using http like text messages.

simulated bridged A feature that allows the terminal user (usually the principal on
appearance page 220) to bridge onto a call that had been answered by another party
on his or her behalf. Also called a temporary bridged appearance.

SSC Single Step Conference (SSC) is a client-side IP call recording method

that uses:
• The AES DMCC service to provide the required media control by
registering standalone recording devices.
• The AES TSAPI service to provide call information, call monitoring,
and third-party call control functionality.

split (agent) status A report that provides real-time status and measurement data for
report internally-measured agents and the split to which agents are assigned.

split condition A condition whereby a caller is temporarily separated from a connection

with an attendant. A split condition automatically occurs when the
attendant, active on a call, presses the start button.

split number An identification of the split to Communication Manager and to BCMS.

split report A report that provides historical traffic information for internally measured
splits.

staffed An indication that an agent position is logged in. A staffed agent functions
in one of four work modes: auto-in, manual-in, ACW, or Aux.

status lamp A green light that shows the status of a call appearance or a feature
button by the state of the light (lit, flashing, fluttering, broken flutter, or
unlit).

status poll A call placed by a consider location vector command to obtain status data
from a remote location in a multi-site BSR application.

stroke counts A method used by ACD agents to record up to nine customer-defined

events per call when a reporting adjunct is active.

switch-classified Outbound calls placed by the Proactive Contact dialer and connected to
outbound calls the agents.

system printer An optional printer that used to print scheduled reports using the report
scheduler.

system report A report that provides historical traffic information for internally-measured
splits.

Administering CC Elite 6.2 Features July 2012 231

system-status report

system-status A report that provides real-time status information for internally-

report measured splits.

trunk A dedicated telecommunications channel between two communications

systems or Central Offices (COs).

trunk allocation The manner in which trunks are selected to form wideband channels.

trunk group Telecommunications channels assigned as a group for certain functions

that can be used interchangeably between two communications systems
or Central Offices (COs).

UCD-LOA Uniform Call Distribution-Least Occupied Agent (UCD-LOA) is an agent

selection method for delivery of calls. With UCD-LOA implemented, calls
are delivered to the available agent with the lowest percentage of work
time since login.

UCD-MIA Uniform Call Distribution-Most Idle Agent (UCD-MIA) is an agent

selection method for delivery of calls. With UCD-MIA implemented, calls
are delivered to the available agent who has been idle the longest since
their last ACD call.

UDP Uniform Dial Plan (UDP) is a feature that allows a unique number
assignment for each terminal in multi-switch configurations, such as a
Distributed Communications System (DCS) or main-satellite-tributary
system.

vector-controlled A hunt group or ACD split administered with the vector field enabled.
split Access to such a split is possible only by dialing a VDN extension.

Vector Directory An extension that provides access to the vectoring feature on the switch.
Number (VDN) Vectoring allows a customer to specify the treatment of incoming calls
based on the dialed number.

work mode A mode that an ACD agent can be in. Upon logging in, an agent enters
the Aux Work mode. To become available to receive ACD calls, the agent
enters the auto-in work mode or manual-in work mode. To do work
associated with a completed ACD call, an agent enters the After Call
Work (ACW) mode.

work state An ACD agent can be a member of up to three different splits. Each ACD
agent continuously exhibits a work state for every member split. Valid
work states are Avail, Unstaffed, Aux-Work, ACW, ACD, ExtIn, ExtOut,
and OtherSpl. The work state of an agent for a particular split changes
for a variety of reasons. For example, the work state changes when an
agent answers a call or when the agent changes work modes. BCMS
monitors work states and uses the information to generate reports.

232 Administering CC Elite 6.2 Features July 2012

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 Index

A VAL .....................................................................213
audio groups ................................................213
abandoned call search ..............................................111 vVAL ...................................................................213
screen reference .................................................111 ASAI ...........................................................129, 156, 174
ACD ..........................................................................114 administering ......................................................156
screen reference ................................................114 conference ...................................................156
add/remove skills ......................................................111 release .........................................................156
screen reference .................................................111 transfer ........................................................156
administration commands ..............13, 31, 70, 73, 74, 88 REGister message .............................................129
Agent LoginID ......................................................13 switched classified call .......................................129
Policy Routing Table ............................................70 auto-available skills ...................................................113
Reason Code Names ...........................................73 administering ......................................................113
Service Hours Table .............................................74 Avaya Mentor videos ..................................................12
system parameters ..............................................31
VuStats Display Format .......................................88 B
agent call handling ....................................................112
screen reference ................................................112 barge-in ....................................................................207
announcement ..................................................203–213 BCMS .......................................................................118
analog line types ................................................204 screen reference ................................................118
analog-fd ......................................................204 BCMS/VuStats loginID administration ........................22
analog-m ......................................................204 best service routing ....................................120, 122, 123
auxiliary trunk types ....................................205, 206 alternate tie ........................................................122
aux-trk-m .....................................................206 polling .................................................................123
aux-trunk ......................................................206 administering ...............................................123
circuit packs .......................................................208 without B-channel ........................................123
deleting ...............................................................212 single-site ...........................................................120
DS1 types ...........................................................205 Business Advocate ...................................................116
ds1–fd ..........................................................205 screen reference ................................................116
ds1–ops .......................................................205
ds1–sa .........................................................205
externally recorded .............................................208 C
file .......................................................................213
call classifier .............................................................132
integrated ...........................................................208
TN744 ................................................................132
integrated types ..........................................206, 207
call origin ....................................................................78
integ-mus .....................................................207
call prompting ...........................................................132
integ-rep ......................................................206
screen reference ................................................132
playback ......................................................208, 211
call vectoring .....................................................133, 161
ports .............................................................208
administering ......................................................133
recorded .............................................................203
methods .............................................................161
recording .....................................................209–211
AT&T In-Band Transfer Connect .................161
stop ..............................................................211
ccr ...............................................................................40
screen reference ................................................203
CMS measurements .................................................169
source ................................................................213
screen reference ................................................169
storage time .......................................................208
types ...................................................................204
analog ..........................................................204

Administering CC Elite 6.2 Features July 2012 233

D screen reference ................................................149
interruptible aux ........................................................149
direct agent calling ....................................................144 screen reference ................................................149
administering ......................................................144 IQ measurements .....................................................118
disconnect tones .......................................................112 administering ......................................................118
administering ......................................................112
display VDN for Route-to DAC .................................136 L

E LAI ............................................................................150
screen reference ................................................150
EAS ..........................................................................140 location preference distribution .................................150
administering ......................................................140 screen reference ................................................150
enable UCID .............................................................176 logout ........................................................................167
expert agent selection ..............................................137 remote ................................................................167
screen reference ................................................137 administering ...............................................167
prerequisites ................................................167
look-ahead interflow .................................................150
F screen reference ................................................150
forced agent aux work ..............................................146
location ...............................................................146 M
administering, prerequisites .........................146
skill .....................................................................146 maximum agent occupancy ......................................151
administering, prerequisites .........................146 administering ......................................................151
forced agent logout ...........................................146, 147 mis ..............................................................................40
ACW ...................................................................147 MOH .........................................................................214
administering, prerequisites .........................147 multi-site BSR ...........................................................121
clock time ...........................................................146 screen reference ................................................121
administering, prerequisites .........................146 multi-site call center network ....................................194
location ...............................................................146 multinational CPN prefix ...........................................152
administering, prerequisites .........................146 administering ......................................................152
skill .....................................................................146 multiple call handling ................................................152
administering, prerequisites .........................146 screen reference ................................................152
music .................................................................213, 214
locally sourced ...................................................213
H on hold ...............................................................214
holiday table ...............................................................52
administration commands ....................................52 N
hunt-group ..................................................................54
commands ...........................................................54 network call redirection ..............................155, 156, 159
duplicate ...............................................................54 B-channels .........................................................156
hunting algorithm ......................................................130 in-band transfer connect ....................................159
SIP .....................................................................155
nonbarge-in ..............................................................208
I NTP/SNTP ................................................................199
internet time servers ...........................................199
inbound call management (ICM) ..............................149
administering ......................................................149
prerequisites .......................................................149 O
interface ....................................................................169
CM-to-CMS ........................................................169 offset times for CMS reporting ..................................201
interflow and intraflow ...............................................149 setting up ............................................................201

234 Administering CC Elite 6.2 Features July 2012

P administering ......................................................156
conference ...................................................156
percentage allocation routing ...................................162 release .........................................................156
administering ......................................................162 transfer ........................................................156
station ports ..............................................................217
support .......................................................................12
Q contact .................................................................12
queue status indications ...........................................163
screen reference ................................................163 T
time of day ..................................189–191, 195, 197, 198
R location offset values ..........................................195
reason codes ............................................................164 set up .................................................................190
screen reference ................................................164 synchronization ............................189–191, 197, 198
recorded announcements .........................................207 considerations .............................................197
redirection .........................................................165, 166 methods .......................................................189
IP failure .............................................................165 prerequisites ................................................191
no answer ...........................................................166 tones .........................................................................132
OPTIM failure .....................................................166
reporting adjunct ..........................................40, 167, 168 U
adding nodes ......................................................168
administering ......................................................167 UCID .........................................................................174
CM interface .......................................................168 administering ......................................................174
administering ...............................................168 measured trunks .......................................................169
compatibilities ......................................................40 UUI .............................................................136, 177, 179
ROIF .........................................................................165 administering ......................................................136
screen reference ................................................165 description ..........................................................136
RONA .......................................................................166 screen reference ................................................179
screen reference ................................................166 transport ......................................................177, 179
ROOF .......................................................................166 ISDN trunks .................................................177
screen reference ................................................166 SIP trunks ....................................................179
routing .......................................................................143
greatest need .....................................................143
V
skill level .............................................................143
VDN ..................................................77, 78, 85, 180, 181
S commands ...........................................................77
coverage path ....................................................180
service hours table ...................................................170 screen reference ..........................................180
administering ......................................................170 duplicate ...............................................................77
service level maximizer ............................................171 implementation notes ...........................................85
administering ......................................................171 origin announcement ....................................78, 180
service observing ..............................................172, 173 administering ...............................................180
multiple observers ..............................................173 override ................................................................78
screen reference ................................................172 return destination ..........................................78, 181
single step conference ...............................................36 screen reference ..........................................181
single-site BSR ...................................................25, 120 time zone .............................................................78
administering ......................................................120 holiday vectoring ...........................................78
screen reference ..................................................25 time zone offset ..................................................181
SIP phones ...............................................................187 administering ...............................................181
administering ......................................................187 variables ...............................................................78
station .......................................................................156 videos .........................................................................12

Administering CC Elite 6.2 Features July 2012 235

 Avaya Mentor .......................................................12 screen reference ................................................182
voice response integration ........................................182
screen reference ................................................182
VRU port ...................................................................218
W
tones ..................................................................218
administering ...............................................218 warranty ......................................................................12
VuStats ..........................................................95, 97, 182
data type .........................................................95, 97 Z
split ................................................................95
trunk group ....................................................97
zip tone burst ............................................................186
VDN ...............................................................97

236 Administering CC Elite 6.2 Features July 2012