Administering Avaya Proactive Contact

Administering Avaya Proactive Contact

Release 5.0 April 2012

2011 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/ Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support

Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support

ContentsPreface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 13 13 13 13 15 16 16 16 16 17 17 17 18 18 18 18 18 20 21 22 23 24 24 25 27 28 29 29 29 29 30 31 31 32 32

Reason for reissue. . . Purpose. . . . . . . . . Audience . . . . . . . . Related documentation

Chapter 1: Avaya Proactive Contact overview. . . . . . . . . . . . . . . . . . . . . . What is new in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Real-time record selection support . . . . . . . . . . . . . . . . . . . . . . . . Automatic record selection for job linking . . . . . . . . . . . . . . . . . . . . Unit Work List job compatibility with infinite lists . . . . . . . . . . . . . . . . Multi-Unit selection for Unit Work List jobs . . . . . . . . . . . . . . . . . . . Virtual job opt-out option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running real-time scheduling. . . . . . . . . . . . . . . . . . . . . . . . . . . Extend Agent Joblist functionality to Agent API and Proactive Contact Agent Escape General Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Strengthened password support . . . . . . . . . . . . . . . . . . . . . . . . . Simultaneous Campaign Alert . . . . . . . . . . . . . . . . . . . . . . . . . . OFCOM enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialer functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multiple dialers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Calling lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Process calling lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2: System administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding Avaya Proactive Contact Administrator . . . . . . . . . . . . . . Using Administrator commands . . . . . Start the system . . . . . . . . . . . . Log in as Administrator . . . . . . . . Change the Administrator password . Restart the system . . . . . . . . . . . Shut down the system . . . . . . . . . Set system date and time . . . . . . . Monitor Agent Lines . . . . . . . . . . Terminate a User Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Chapter 3: User accounts and permission levels . . . . . . . . . . . . . . . . . . . . Understanding user accounts and permission levels. User types . . . . . . . . . . . . . . . . . . . . . . Logins and permissions . . . . . . . . . . . . . . . User account guidelines. . . . . . . . . . . . . . . Managing user accounts . Log in as Administrator Add a user account . . Delete a user account . Edit a user account . . Unlock a user account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

33 34 34 35 37 38 38 38 39 39 39 41 41 43 44 45 45 46 46 47 48 49 49 50 50 51 53 54 54 55 56 57 57 57 58 58 58 59

Manage database accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change password of database account . . . . . . . . . . . . . . . . . . . . . Chapter 4: Area codes, prefixes, and time zones . . . . . . . . . . . . . . . . . . . . Understanding area codes, prefixes, and time zones . . . . . . . . . . . . . . . . Maintaining area codes, prefixes, and time zones. . . . . . . . . Area Code & Exchange Prefix Editor . . . . . . . . . . . . . . View current area codes and prefixes . . . . . . . . . . . . . View time zones . . . . . . . . . . . . . . . . . . . . . . . . . Add an area code or a prefix to a time zone . . . . . . . . . . Delete an area code or prefix . . . . . . . . . . . . . . . . . . Change a country code . . . . . . . . . . . . . . . . . . . . . Save area code and prefix changes . . . . . . . . . . . . . . Delete area code and prefix changes . . . . . . . . . . . . . . Restore a previous version of area code and prefix settings . Edit locale.locale_ed.1 file manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 5: Calling lists and records . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding calling lists and records . . . Calling list description. . . . . . . . . . . Record Edit and Quick Search overview . Calling List Reports . . . . . . . . . . . . Using calling list commands . . . . . . Log in as System Operator . . . . . Record edit shortcut keys . . . . . . Count calling list records . . . . . . Create an empty list for appending . Edit a record . . . . . . . . . . . . . Purge non-selected records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

4 Administering Avaya Proactive Contact

Mark records as DO NOT CALL . . . . . . . . . Delete a record . . . . . . . . . . . . . . . . . . Restore a deleted record . . . . . . . . . . . . Outbound Campaign Update . . . . . . . . . . Mark records ineligible from host . . . . . . . Create an outbound Campaign Update report . Maintaining calling lists and records . . . . . . . Create an empty inbound calling list . . . . . Clear existing inbound calling list . . . . . . Download records from host . . . . . . . . . Upload records to host . . . . . . . . . . . . Recover old calling list . . . . . . . . . . . . Count calling list records . . . . . . . . . . . Download records for Infinite Job . . . . . . Test processing of new calling list . . . . . . Upload todays calling statistics to host . . . Upload yesterdays calling statistics to host View or print reports . . . . . . . . . . . . . . . . . . . . . . . . . .

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Chapter 6: Agent Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Agent Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 7: Licensing and Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . License Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialer Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Security Overview . . . . . . . . About Security . . . . . . . . Communication Encryption . Identity Authentication . . . Certificates . . . . . . . . . . List of Secured Services . . . . . . . . . . . . . . . . . . Secured Telnet and FTP . . Encryption Algorithm . . . . Database Security . . . . . . Password Ageing on Clients Password Detail . . . . . . . Password Rotation. . . . . . Secured Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Chapter 8: Back up and restore. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding back up and restore operations . . . . . . . . . . . . . . . . . . . Manage backup configuration file Start configuration . . . . . . . Show current settings only . . Exit this menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

81 82 83 83 84 84 85 85 86 87 87 94 96 97 103 106 107 108 108 109 110 110 111 113 114 114 115 118 118 121 121 122 123 124 124 124 127 127

Using back up and restore commands . . . . Monitor the DAT drive status . . . . . . . Various options for Backup and Restore Third party host back up . . . . . . . . . Local back up/restore/verify . . . . . . . Local back up/restore calling lists . . . . Local back up/restore database . . . . . Intrapod back up/ restore/verify . . . . . Intrapod back up/restore calling lists . .

Mondo Rescue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Bootable Backup and Restore using Mondo Rescue . . . . . . . . . . . . . . Restoring the entire system on IBM 3650 M2 server . . . . . . . . . . . . . . . . Restoring from rebootable DVD backup . . . . . . . . . . . . . . . . . . . . . Restoring from tape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Restoring the entire system on HP DL 385 G2/G5 and HP DL 360 G7 servers . . Restoring from rebootable DVD backup . . . . . . . . . . . . . . . . . . . . . Restoring from tape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 9: Phone strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding phone strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . Phone strategy preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . Phone strategy settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using phone strategy commands Create a phone strategy . . . . Edit a phone strategy . . . . . Copy a phone strategy . . . . Delete a phone strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 10: Record selections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding record selections . . . . . Specify time zones. . . . . . . . . . . Specify completion codes . . . . . . . Specify goals . . . . . . . . . . . . . . Record selection wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Using record selection commands . . . Record selection shortcut keys . . . Create a record selection . . . . . . Edit a record selection. . . . . . . . Execute a record selection . . . . . Create a unit record selection. . . . Edit a unit record selection . . . . . Execute a unit record selection . . . Copy a record selection . . . . . . . Delete a record selection . . . . . . Execute an infinite record selection Execute a verify record selection . .

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Chapter 11: Jobs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding jobs . . . Job types . . . . . . . Call pacing . . . . . . Initial hit rate . . . . . Minimum hit rate . . . Job Linking . . . . . . Messages and scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using job commands . . . . . . . . . . . . . . . . Job Run Verification shortcut keys . . . . . . . Create a job. . . . . . . . . . . . . . . . . . . . Edit and start an outbound job . . . . . . . . . Edit a Managed job . . . . . . . . . . . . . . . Set up a source job for a Sales Verification job Edit a Sales Verification job . . . . . . . . . . . Edit an Infinite job . . . . . . . . . . . . . . . . Create a Virtual job . . . . . . . . . . . . . . . Edit an inbound job . . . . . . . . . . . . . . . Edit a blend job . . . . . . . . . . . . . . . . . Copy a job . . . . . . . . . . . . . . . . . . . . Delete a job . . . . . . . . . . . . . . . . . . . . Show auto start jobs . . . . . . . . . . . . . . . Add job to auto start list . . . . . . . . . . . . . Delete job from auto start list . . . . . . . . . . Delete all jobs from auto start list . . . . . . . Create an Infinite record selection . . . . . . . Turn on agent job list functionality . . . . . . . Turn off agent job list functionality . . . . . . .

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Contents

Turn on AGENT_JOIN_ALL_JOBS . . . . . . . . . . . . . . . . . . . . . . . . Turn off AGENT_JOIN_ALL_JOBS . . . . . . . . . . . . . . . . . . . . . . . . Chapter 12: Office of Communication (OFCOM). . . . . . . . . . . . . . . . . . . . . Configure *.job files . . . . . . . . . Configure compcode.cfg . . . . . . Configure telephny.spt . . . . . . . Configure *.fdict . . . . . . . . . . . Rebuild the calling lists . . . . . . . Configure alljobs.dat . . . . . . . . Configure latelst/latemrk . . . . . . Sample for record selection criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

190 190 191 192 193 193 194 194 194 195 196 197 198 199 199 200 200 200 201 201 201 201 203 204 204 205 205 206 206 208 209 210 210 211 211 211 211 212

Chapter 13: Monitor agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding agent monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . Using agent monitoring commands Monitor agent lines . . . . . . . Stop monitoring agent lines. . . End a user session . . . . . . . Send a message to an agent . . Send a message to all agents . . Remove an agent from a job . . Monitor an agent . . . . . . . . . Transfer an agent to another job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 14: Monitor jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding Job Monitor . . . . . . . . . . Job Activity screens . . . . . . . . . . . . Agent activity fields . . . . . . . . . . . . Line usage fields . . . . . . . . . . . . . . Calling activity fields for outbound calls . Calling activities fields for inbound calls Using Job Monitor commands Job Monitor shortcut keys Open a job . . . . . . . . . Close a job . . . . . . . . . Shut down a job . . . . . . Stop a job immediately . . Link a job . . . . . . . . . . Set Autocallsel_Trigger . . Set escape recall job. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


View completion codes . . . . . . . . . . . . . . . . . . . . . . . . View phone line usage. . . . . . . . . . . . . . . . . . . . . . . . . View call types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . View agent screens . . . . . . . . . . . . . . . . . . . . . . . . . . Change phone line allocations . . . . . . . . . . . . . . . . . . . . Change the maximum time a customer waits in the wait queue . . Change the maximum percentage of customers in the wait queue Change blend agent return time . . . . . . . . . . . . . . . . . . . Change Minimum Hit Rate. . . . . . . . . . . . . . . . . . . . . . . Change Expert Calling Ratio . . . . . . . . . . . . . . . . . . . . . Change the preview length for Managed Dialing . . . . . . . . . . Change the cancel mode . . . . . . . . . . . . . . . . . . . . . . . Change time zone ordering . . . . . . . . . . . . . . . . . . . . . . Change time zone status . . . . . . . . . . . . . . . . . . . . . . . Changing Unit Work List settings . . . . . . . . . . . . . . . . . . Change phone strategy detection mode . . . . . . . . . . . . . . . Change phone strategy recall parameters . . . . . . . . . . . . . . Change alternate phone lines . . . . . . . . . . . . . . . . . . . . .

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212 212 213 213 213 214 214 214 214 215 215 215 216 216 216 217 218 218 221 222 222 222 223 223 223 225 226 226 227 229 230 232 232 232 233 233 234 234 234

Chapter 15: Monitor system security and health . . . . . . . . . . . . . . . . . . . . Understanding system monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . System Security Event Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . Health Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using security monitoring commands . . . . . . . . . . . . . . . . . . . . . . . . View the security log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the security event monitor interval . . . . . . . . . . . . . . . . . . . Chapter 16: Agent screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding agent screens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Screen information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hints and tips to build useful screens . . . . . . . . . . . . . . . . . . . . . . Using Screenbuilder . . . . . . . Screenbuilder shortcut keys Start Screenbuilder . . . . . Create a screen . . . . . . . Add text to a screen . . . . . Add fields to a screen . . . . Change text on a screen. . . Delete a field or text . . . . . Copy a screen . . . . . . . . Find a screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Contents

Add a screen to a job . . . . . Check spelling on a screen . . Delete a screen from a job . . Change screen calling lists . . Edit screen fields . . . . . . . Change field appearance . . . Set field edit capabilities . . . Change field sequence order . Set field verification formats . Validate delimiters . . . . . . . Set acceptable field entries . . Set field attribute information .

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235 235 235 236 236 237 237 238 239 240 240 241 244 244 244 245 246 246 251 252 255 256 256 267 267 268 268 268 269 273 273 274 274 279 281 281 282 282

Using Screenbuilder reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create and view Screenbuilder reports . . . . . . . . . . . . . . . . . . . . . Print a Screenbuilder report. . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 17: Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding reports . . . . . . . . . . . . . . History reports . . . . . . . . . . . . . . . . . Compliance reports . . . . . . . . . . . . . . List Distribution reports . . . . . . . . . . . . Calling list reports . . . . . . . . . . . . . . . System reports . . . . . . . . . . . . . . . . . System analysis reports using PC Analysis . Using report commands. . . . . . . . . . . . . . Generate agent history reports . . . . . . . . Generate an agent activity report . . . . . . . Generate job history reports . . . . . . . . . Generate a previously run job history report Generate a list distribution report . . . . . . Generate a calling list report . . . . . . . . . Generate a system report . . . . . . . . . . . View or print a report . . . . . . . . . . . . . PC Analysis . . . . . . . . . . . . . . . . . . Generate compliance reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 18: Voice messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Listen to messages on the system . . . . . . . . . . . . . . . . . . . . . . . . Show all audio files on the system . . . . . . . . . . . . . . . . . . . . . . . . Show all configured messages . . . . . . . . . . . . . . . . . . . . . . . . . .


Appendix A: Agent Blending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding Agent Blending . . . . . . . . Agent Blending overview . . . . . . . . . Predictive Agent Blending . . . . . . . . Proactive Agent Blending . . . . . . . . . Supported ACDs and switch terminology Domains . . . . . . . . . . . . . . . . . . Domain groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

283 284 284 285 285 286 290 291 295 295 295 296 296 296 296 298 300 300 300 301 301 303 304 305 305 305 306 306 306 307 307 311 312 312 312 314 314 314

Using Agent Blending . . . . . . . . . . . . . . . . . Start Agent Blending . . . . . . . . . . . . . . . Stop Agent Blending. . . . . . . . . . . . . . . . Reset Agent Blending . . . . . . . . . . . . . . . Resynchronize agents (Meridian systems only) . Exit a menu . . . . . . . . . . . . . . . . . . . . . Display domain groups and statistics . . . . . . Modify domain groups and control methods . . Delete domain groups . . . . . . . . . . . . . . . Delete a domain . . . . . . . . . . . . . . . . . . Add extensions . . . . . . . . . . . . . . . . . . List extensions . . . . . . . . . . . . . . . . . . . Delete extensions . . . . . . . . . . . . . . . . .

Appendix B: Interactive voice response administration . . . . . . . . . . . . . . . . Understanding IVR administration . . . . . . . . . . . . . . . . . . . . . . . . . . Using IVR administration commands . . . . . . . . . IVR Administration shortcut keys . . . . . . . . . Set up IVR connections . . . . . . . . . . . . . . . Connect to IVR . . . . . . . . . . . . . . . . . . . . Disconnect from IVR . . . . . . . . . . . . . . . . . Reset connection to IVR . . . . . . . . . . . . . . . Update list of IVR scripts . . . . . . . . . . . . . . Configuring the integration software on the Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Appendix C: Pattern matching rules . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding default pattern syntax . . . . . . . . . . . . . . . . . . . . . . . . Expected pattern syntax for field types . . . . . . . . . . . . . . . . . . . . . Explicit pattern syntaxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using supported syntaxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . List separators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Numerical comparisons (type N, $, F) . . . . . . . . . . . . . . . . . . . . . .

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Contents

Date Comparisons (Type D) . . . . . . . . . . . Time Comparisons (Type T) . . . . . . . . . . . String Comparisons (Type S) . . . . . . . . . . Shell-style Pattern syntax (Type P) . . . . . . . Extended Regular Expression syntax (Type E)

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Appendix D: Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SFTP Configuration without Password. . . . FTP Configuration . . . . . . . . . . . . . . . Telnet Configuration . . . . . . . . . . . . . . Network Printer Configuration . . . . . . . . LDAP Server Installation and Configuration . Steps to turn OFF SSL . . . . . . . . . . . . . Steps to turn ON SSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Appendix E: Opt-out configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . About configuring Opt-out on Avaya PG230RM . . . . . . . . Configuring Opt-out on Avaya PG230RM . . . . . . . . . . . About configuring Opt-out on Communication Manager(CM) Configuring Opt-out on Communication Manager(CM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Appendix F: Users in Avaya Proactive Contact . . . . . . . . . . . . . . . . . . . . . Appendix G: Ports used for Proactive Contact . . . . . . . . . . . . . . . . . . . . . Appendix H: Contacting Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . View customer support information . . . . . . . . . . . . . . . . . . . . . . . View Avaya Professional Services . . . . . . . . . . . . . . . . . . . . . . . .


PrefaceThis section contains the following topics:

Reason for reissue on page 13 Purpose on page 13 Audience on page 13 Related documentation on page 13

Reason for reissueAdded information for taking mondo backup in a pod setup in the following section: Bootable Backup and Restore using Mondo Rescue on page 107

PurposeThe purpose of this guide is to provide detailed information about the operation of the Avaya Proactive Contact system through the Linux-based menu system.

AudienceThis guide is intended for those who use the Avaya Proactive Contact Linux-based interface. This includes, but is not limited to, system supervisors, system administrators, integration consultants, application consultants, and customer support engineers.

Related documentationThis release includes the following documentation:

Planning and Prerequisites for Avaya Proactive Contact Using Avaya Proactive Contact Supervisor Using Avaya Proactive Contact Agent Avaya Proactive Contact Overview Avaya Proactive Contact Safety and Regulatory Information

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Preface

Avaya Proactive Contact Agent API Reference


Chapter 1: Avaya Proactive Contact overviewThe Avaya Proactive Contact system is an enterprise outbound solution software application that consists of software, hardware, and network components. The system is comprised of the system cabinet, supervisor workstation, agent workstations, printer, and modem. This chapter contains information on the following: What is new in this release on page 16 Overview on page 20 Dialer functions on page 21 Multiple dialers on page 22 Pods on page 23 Calling lists on page 24

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Chapter 1: Avaya Proactive Contact overview

What is new in this releaseThe following features and enhancements have been added to Avaya Proactive Contact in this release: Avaya Proactive Contact now provides various features to help you in managing day-to-day contact center functions. These features are described in the following sections.

Real-time record selection supportIn the prior releases of Proactive Contact, the only Record Selection criteria that could be changed during a running Proactive Contact Job was the ability to turn Time Zones on or off. The Time Zone feature was designed to help customers implement a follow-the-sun strategy. Proactive Contact 5.0 provides the ability to change the Selection Criteria while a Job is running without the requirement to stop and restart the Job. For example, a Job could be running that is targeting 30 day and 60 day delinquent accounts. Midway through the Job the criteria could be modified on the fly to focus on 60 day accounts only.

Automatic record selection for job linkingThis feature enhancement allows users to set up a long chain of linked Jobs. In prior versions of Proactive Contact, the user had to monitor the current campaign and run the Record Selection for the linked Job just prior to the completion of the current Job. In this release of Proactive Contact, the users are provided with controls that allow them to have the Record Selections on Linked Jobs run automatically right at the end of the current Job. This eliminates the time spent monitoring for the end time of the first Job as well as each subsequent job. Additionally, when Record Selection is run just before the linked Job starts, it ensures that there is no overlap between records selected in the first job and the records to be called in the linked Job(s).

Unit Work List job compatibility with infinite listsProactive Contact 5.0 adds the ability to Unit Work List Jobs to run using an Infinite List. This allows users to feed records into Unit Work List Jobs in near real-time. The Unit Work List Job processing then places new calls based on priority and routes them to agents who have joined the Unit ID associated with those records. This enables new high priority records to be called before other records and to have them handled by agents based on the specific skills of the agents.


What is new in this release

Multi-Unit selection for Unit Work List jobsIn Avaya Proactive Contact 4.x or earlier, when using Unit Work List Jobs, agents can log into only one Unit ID. For example:

When joining a Unit Work List Job, the agents that speak one language select the unit for their one language. However, the agents that speak two of the three languages can not pick their two specific languages. Proactive Contact 5.0 provides the option for any agent to multi-select from the master list of all Unit IDs. In the example above there would be three unit IDs, one for each language. The agents that speak two languages can now pick their two specific languages from the pick list.

This enhancement to Unit Work List Jobs reduces the need for agents to join multiple jobs. Users can now set up jobs that span many skills (indicated by various units) and then have agents only receive calls that match their specific skill set/unit(s). Agents can join up to a maximum of 15 unit work lists.

Virtual job opt-out optionIn the prior version of Proactive Contact, the Virtual Job feature was limited to the playing of a message. After playing the message the system would hang-up with no other options allowed for the customer. In this release of Proactive Contact customers have the ability to opt-out of the virtual message by pressing a digit on their phone. Options include opting out to an Intelligent Call Blend Job (or pure Inbound Job) on Proactive Contact or to a VDN within the Inbound Call Center, therefore, providing options to the customers that will allow them to talk to a live agent. The Proactive Contact CTI system also supports this function but only uses the opt-out to VDN option.

Running real-time schedulingIn the prior versions of Proactive Contact, all scheduled tasks created, deleted, or changed using the Editor interface were not executed until after a system restart. This condition caused unnecessary inconvenience for users. For example, a Job was scheduled to start at 9:00 AM and at 8:30 AM a supervisor deletes the scheduled item using Editor. In order for the Job to not start at 9:00 AM a system restart was required. Proactive Contact 5.0 provides the option for users to create, modify, or delete scheduled items and have them executed without a system restart.

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Extend Agent Joblist functionality to Agent API and Proactive Contact AgentPrior versions of Proactive Contact support restricting the Jobs that agents can join using a feature called Agent Joblist. However, the Joblist feature is only available when using the character-based agent application. This feature enhancement in Proactive Contact 5.0 extends the Joblist functionality into the GUI based PC Agent application and into the Proactive Contact Agent API.

Escape General RecallThis enhancement allows agents to automatically receive recalls scheduled in one job while the agents are participating in another job. This improves agent productivity by allowing all agents to move from one job to another as the net-new calls on the original Job are depleted. In turn, this improves campaign effectiveness by ensuring that valuable agent set recalls are placed at the customer requested time.

Strengthened password supportIn this release, the password security has been enhanced based on various criteria options including the usage of characters, numericals and so on. Also, the threshold for account locking in case of unsuccessful log in attempts and the option to unlock the account has been introduced.

Simultaneous Campaign AlertThis alert warns users that they are about to exceed the maximum number of simultaneous running Jobs allowed on the system. This prevents them from overwriting other Jobs that were started earlier.

OFCOM enhancementsIn this release, a new code, Code 97, has been added to the list of completion codes. This code is used to dispose the "Answering Machine" and is applicable only for the outbound calls. This code addresses the changes specified by Ofcom (Office of Communications)in UK on October 30th 2009 in their "Revised statement of policy on the persistent misuse of an electronic communications network or service."


What is new in this release

To comply with the new OFCOM policy, the formulas for a few columns in the OFCOM reports in Monitor and Analyst have been changed.

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OverviewYou can use the Linux-based interface to the system from either the administrator workstation or any personal computer using Telnet. To access the Administrator menus, you must have an account set up with administrator privileges. Using the Supervisor menus, you can perform many of the tasks available in the Avaya Proactive Contact Supervisor applications, if you have an account set up with the supervisor privileges.

As a system administrator, you can manage users, maintain host uploads and downloads, and maintain calling lists. As a system supervisor, you can set up, monitor, modify, and report on your calling activities. Agents use the agent workstations to handle inbound and outbound phone calls.

The system works with your call centers equipment and operations to perform call center tasks. Your installation can include more than one dialer. This section contains the following topics:

Dialer functions on page 21 Multiple dialers on page 22 Pods on page 23 Calling lists on page 24


Dialer functions

Dialer functionsThe main functions of the dialer are as follows:

Receive customer records from the call centers host computer. Select and sort customer records based on your call centers business goals. Allow agents to update customer information on an agent screen or on the host, depending on your configuration. Pass only specific call types to the agents. Adjust the calling pace to meet the call centers requirements. Monitor ACD inbound traffic and predict when to acquire and release ACD agents for the outbound calling on Avaya Proactive Contact with Agent Blending. Support outbound, inbound, and blend jobs. Generate a variety of reports, such as job, agent, and system reports. Upload record information to the host (optional). Support CORBA security. Support Licensing. Support Character-Separated-Value (CSV) raw file along with fixed-width file. Support Password rotation. Support Agent connection through SSL.

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Multiple dialersAvaya Proactive Contact system can include multiple dialers. You can connect up to four dialers through a middle-tier structure. Note: You must have Lightweight Directory Access Protocol (LDAP) configured for each of the dialers that you include in a pod. A pod without LDAP does not work in Avaya Proactive Contact system.

Note:

Your Avaya Proactive Contact system can also have a distributed architecture. The system can use dialers in the following architecture:

Multiple stand alone dialers One or more pods of dialers Multiple stand alone dialers and multiple pods of dialers


Pods

PodsA multiple dialer office environment that uses a pod increases your company's outreach capacity. A pod allows you to manage large-scale outreach programs from a single Administration and Supervisor interface. A pod provides additional benefits including the following features:

Calling lists Jobs Phone strategies Record selections Logins

From a single Supervisor application, you can run a job on multiple dialers and monitor the calling activities on each dialer. You must configure LDAP when configuring a dialer in a pod environment. For details refer to High Availability LDAP Configuration Guide.

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Calling listsA calling list is a file that contains customer records. Avaya Proactive Contact uses two types of calling lists: one for outbound calling and the other for inbound calling on Intelligent Call Blending systems. The host system creates the download file of customer records for the outbound calling list. The download file contains the records and fields that are defined as necessary to your outbound calling activities. Avaya Proactive Contact processes the host file and prepares it for the calling activities. When the calling activities end, the system prepares the calling list to be uploaded to the host. This section contains the following topics:

Process calling lists on page 24 Environment on page 25

Process calling listsAfter the host downloads the customer records, Avaya Proactive Contact completes the following tasks to create a calling list:

Checks for and flags duplicate records and invalid phone numbers. Identifies and marks records that have been on the system more than a specified number of days. Recalls the name of the last agent to speak to the customer. Stores the result of the last call attempt as recorded by the agent. Verifies the following statistics: - Name of the last agent to speak with the customer - Date and time of the last call attempt - Result of the last call attempt as recorded by the agent on the system - Number of days the record has been on the system - Record status

After the calling activities, Avaya Proactive Contact completes the following tasks at a scheduled time to upload the file to the host:

Converts the customer records in a specific calling list to format specified for your host computer. Creates an upload file.


Calling lists

The host then updates your customer database with the data in the converted calling list.

EnvironmentThe calling list environment is responsible for these activities:

Create the files required to convert host computer data to the Avaya Proactive Contact calling list format. Prepare the calling list for the calling activities. Prepare the calling list for extracting data to send back to the host after calls have been made.

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Chapter 2: System administrationThis section contains the following topics:

Understanding Avaya Proactive Contact Administrator on page 28 Using Administrator commands on page 29

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Chapter 2: System administration

Understanding Avaya Proactive Contact AdministratorYou can perform administrative tasks using the Administrator menus on the Avaya Proactive Contact Linux-based system. You can access this menu through the System Telnet option in Supervisor applications or an SSH connection from your computer, using either the administrator workstation or your desktop computer. The Administrator Main Menu includes critical features, such as shutting down and restarting the Avaya Proactive Contact system. To protect your system, you must frequently change the administrators password.


Using Administrator commands

Using Administrator commandsThis section contains the following topics:

Start the system on page 29 Log in as Administrator on page 29 Change the Administrator password on page 29 Restart the system on page 30 Shut down the system on page 31 Set system date and time on page 31 Monitor Agent Lines on page 32 Terminate a User Session on page 32

Start the systemTo start the system: 1. Turn on the power to the following equipment: Administrator workstation, digital switch rack, digital switch controller, terminal server, mass storage unit, bridge. 2. Wait for 10 seconds, and then turn on the power to the tape drive, modem, and central processing unit (CPU). Start up is successful when you see the login prompt on the screen.

Log in as AdministratorTo log in as an administrator: 1. At the Login: prompt, enter your user name (you must have a user account already set up on the system that is part of the System Admininstrator user group). 2. At the Password: prompt, enter your password. The system displays the Administrator Main Menu.

Change the Administrator passwordYou can change the password for the administrator login ID. For information on system permission levels and user types, see Understanding user accounts and permission levels on page 34.

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To change the administrator password: 1. From the Administrator Main Menu, select Administrative tasks > Change sysadmin password. 2. At the Change sysadmin password - Are you sure? prompt, type Y. 3. Type the current password and press Enter. 4. Type the new password and press Enter. Ensure that your new password is minimum eight character long and includes at least three of the following:

One upper case letter One lower case letter One numerical One special character

Using a upper case character as the first character of your password and numerical as last character of your password is not counted in fulfilling the above password criteria. While resetting your password, ensure that your new password is different from the last seven passwords used by you for logging in to the Avaya Proactive Contact Supervisor application. 5. On the prompt, type the new password again and press Enter.

Restart the systemUse the following procedure to stop and start the system again. To resume calling after restart, start the jobs.WARNING:

To prevent damaging the system components or losing data in active jobs, stop all jobs and log off all users before restarting the system.

To restart the system: 1. From the Administrator Main Menu, select Administrative tasks > Restart the system. 2. At the Restart system - Are you sure? prompt, type Y. The system displays a series of messages. When the restart is complete, the system displays the Login: prompt.


Using Administrator commands

Shut down the systemYou must shut down the system operations from the Administrator workstation before turning off the system power.WARNING:

To prevent damaging the system components or losing data in active jobs, stop all the jobs and log off all users before shutting down the system.

To shut down the system: 1. From the Administrator Main Menu, select Administrative tasks > Shut down system. Type Y at the prompt. The system displays the following confirmation prompt: Are you sure you want to shutdown? Enter Y or N. 2. Type Y at the prompt to continue or N to cancel. The system displays the following message: Halted, you may now cycle power. 3. Go to the system cabinet and turn off the power to all components. Most systems have the components connected to a power strip. The easiest way to turn off the equipment is to turn off the power strip.

Set system date and timeUse this procedure to set the system date and time. The system uses these settings to control the starting or stopping of the jobs and the time for placing the calls within the time zones. Many systems, such as LDAP systems, are set up with NTP. Before you use this procedure, you must log off all the agents from the system and stop all the jobs manually. Shut down all the jobs and inform all users to log off before restarting the system. If you change the date or time during system operations, the system operation and data can get critically affected.

!Important:

Important: Keep the system time as accurate as possible to ensure time zone restriction compliance. Important: If you have automatic file procedures such as an automatic download of data from the host, setting the time forward can affect the timed event.

!Important:

To set the system date and time: 1. From the Administrator Main Menu, select Administrative tasks > Set the system date and time. 2. At the Set system date and time - Are you sure? prompt, type Y.

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3. Type a new time in the format HH:MM and press Enter. The system uses a 24-hour clock and requires a period between the hours and minutes. For example, use 14.00 for 2:00 PM. 4. Type a new date in the format (CCYY/MM/DD) and press Enter. For example, use 2010/05/ 28 for May 28, 2010. 5. Press any key to return to the menu. The new time and date takes effect immediately.

Monitor Agent LinesTo monitor Agent phone Lines: 1. From the Administrator Main Menu, select Administrative tasks > Monitor Agent Lines. 2. At the Monitor agent lines - Are you sure? prompt, type Y. 3. At the Do you wish to continue? prompt, type Y 4. To monitor the agent phone lines, type the key code and click OK. Key code is the phone number used by the system for the monitoring party to listen the conversations. It can require specific number formatting, such a s add a 9 or dial only 5 digits, depending upon the customer environment.

Terminate a User SessionYou can use this option to disconnect agent sessions which have gone into the hung state. To terminate a user session: 1. From the Administrator Main Menu, select Administrative tasks > Terminate user session. 2. At the Terminate a user session - Are you sure? prompt, type Y. 3. Enter the login name to terminate a users ssh session or click Return to exit.


Chapter 3: User accounts and permission levelsThis section contains the following topics:

Understanding user accounts and permission levels on page 34 Managing user accounts on page 38 Manage database accounts on page 41

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Chapter 3: User accounts and permission levels

Understanding user accounts and permission levelsA user account consists of the user name, password, and permission level. The system determines the permission level based on the group you assign to the user. The permission level determines a users access to the system features. For example, you usually assign agents to the Agent group, which grants permission to the Agent Main Menu where they have access only to call handling; you assign system administrators to the system group, which grants permission to the Administrator Main Menu, giving them access to the system maintenance functions. This section contains the following topics:

User types on page 34 Logins and permissions on page 35 User account guidelines on page 37

User typesThe following table lists typical user types with their corresponding group names, and the system menus that appear when those users login to the system. User type administrator supervisor agent report analyst system auditor rbac rbac administrator Group name sysadm system agent pcanal or cdwanal auditor rbac rbacadmin Permission to the Role Editor application. menu cdwanal menu auditor Command menu sysadm menu system Menu access Administrator Main Menu Supervisor Main Menu Agent Main Menu PC Analysis Main Menu Auditor Main Menu

Administrators - Set up and maintain the Avaya Proactive Contact system and perform the following tasks:

Set up user accounts Start and stop dialers Define and download calling lists.


Understanding user accounts and permission levels

Supervisors - Set up and monitor the contact center calling activities and perform the following tasks:

Create and maintain phone strategies Create and maintain record selections Create jobs that define the calling activities Start and stop jobs Monitor and maintain calling activities

Agents - Handle inbound and outbound calling activities. Agents work on outbound and blend jobs and receive inbound calls to the contact center. Report Analyst - Create and run system reports using PC Analysis. System Auditor - Monitor failed login attempts, user job activities, system calls and syslog, and system files. Role Administrator - Create a role. Assign permissions to the role and assign users to the role.

Logins and permissionsIn Avaya Proactive Contact, your login determines the applications you can use and the features you can use in the application. For example: Role Administrator login and password - Allows you access to the Role Editor application. You can use the Role Editor application to create a role, assign permission to the role and assign user to the role. Administrator login and password - Allows you to use the administrative features and the supervisor features in the character-based application and in Supervisor. Administrators also use Health Manager to monitor and manage the operations of Avaya Proactive Contact. Supervisor login and password - Allows you to use supervisor features in the character-based application, Supervisor, and Avaya Proactive Contact Agent application. Agent login and password - Allows you to use the Avaya Proactive Contact Agent application. The type of calling activities an agent can handle depends on the Agent type that the agent selects when logging in. Auditor login and password - Allows you to monitor failed login attempts, user job activities, system calls and syslog, and system files.

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Agent typesWhen agents log in, each agent selects an agent type that is set up for your system. The agent type determines the types of calls that the agent can handle. Agents can log in to the Avaya Proactive Contact and select one of the following agent types: Outbound agent - Outbound agents handle outbound calls only. Outbound agents can join the following jobs types:

Unit work list Managed Dialing Sales Verification Infinite

Managed agent - Managed agents only handle outbound calls during an outbound job set up as a Managed Dialing job. Inbound agent - Inbound agents handle only inbound calls. They can join inbound or blend jobs. The Avaya Proactive Contact receives calls directly from customers or through an ACD. Blend agent - Blend agents handle both outbound and inbound calls. They join blend jobs and can handle customer records on outbound and inbound calling screens. Person to Person agent - Person-to-Person agents handle outbound calls when outbound agents are not available. ACD agent - ACD agents handle outbound calls on the Avaya Proactive Contact and handle inbound calls on the ACD.

Agent loginsBasic login - The following table describes the agent logins used, regardless of the blending configuration on your system. Agent type Managed Outbound Person to Person Login m o ptp Joins job outbound outbound or blend outbound Handles calls Outbound calls on Avaya Proactive Contact Outbound calls on Avaya Proactive Contact Outbound calls on Avaya Proactive Contact


Understanding user accounts and permission levels

Agent Blending login - If your system is configured with Agent Blending, the following table describes the agent logins used. Agent type ACD ACD Login ACD a Joins job outbound managed Handles calls Outbound calls on Avaya Proactive Contact and inbound calls on ACD Managed Outbound calls on Avaya Proactive Contact and inbound calls on ACD

Intelligent Call Blending logon - If your system is configured with Intelligent Call Blending, the following table describes the agent logins used. Agent type Inbound Blend Login i b Joins job inbound or blend blend Handles calls Inbound calls on Avaya Proactive Contact Inbound and outbound calls on Avaya Proactive Contact

Agent Blending and Intelligent Call Blending login - If your system is configured for both Agent Blending and Intelligent Call Blending, the following table describes the additional agent logins that you can use. Agent type ACD Login a Joins job blend Handles calls Outbound calls on Avaya Proactive Contact and inbound calls on ACD

User account guidelinesUse the following guidelines when creating user accounts: User Name - (also called login IDs) Must contain three but not more than eight alphanumeric characters. Use an alphabet as the first character of a user name. User names cannot contain spaces or special characters. Password - Must contain between six and eight characters. Passwords must contain at least two letters and one numeric or special character. Also, the password must not be the same as the user name or a variation of the user name. Group for Login - The name of the group to which the user belongs. Description - (optional) Not more than 30 characters and spaces. Do not use special characters.

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Managing user accountsYou create user accounts for each agent that logs in to the Avaya Proactive Contact. You can add or delete users and set or change their access to the system. This section contains the following topics:

Log in as Administrator on page 38 Add a user account on page 38 Delete a user account on page 39 Edit a user account on page 39 Unlock a user account on page 39

Log in as AdministratorTo log in as an Administrator: 1. At the Login: prompt, enter your user name (you must have a user account already set up on the system that is part of the sysadm user group). 2. At the Password: prompt, enter your password. The system displays the Administrator Main Menu.

Add a user accountTo add a user account: 1. From the Administrator Main Menu > select Administrative tasks > Manage user accounts. 2. At the Manage user accounts - Are you sure? prompt, type Y. The system displays the Manage User Accounts screen with a list of the available commands near the bottom of the screen. 3. Press Control+L. Type the user name, password, group, and an optional description. Both user names and passwords are case-sensitive. Press Enter after typing each value. Press Enter after you complete the last line. The system rewrites the screen and encrypts the password. 4. Press Control+X. Type Y to save the changes.


Managing user accounts

Delete a user accountTo delete a user account: 1. From the Administrator Main Menu > select Administrative tasks > Manage user accounts. 2. At the Manage user accounts - Are you sure? prompt, type Y. The system displays the Manage User Accounts screen with a list of the available commands near the bottom of the screen. 3. Press Control+F. Type the user name for the account to be deleted and press Enter. The system displays the matching user account information. 4. Press Control+D. Type Y at the prompt. 5. Press Control+X. Type Y to save the changes.

Edit a user accountTo edit a user account: 1. From the Administrator Main Menu > select Administrative tasks > Manage user accounts. 2. At the Manage user accounts - Are you sure? prompt, type Y. The system displays the Manage User Accounts screen with a list of the available commands near the bottom of the screen. 3. Press Control+F. Type the users name for the account to be changed and press Enter. The system displays the matching account. 4. Move the cursor to the field to be changed and press Control+C. Type the changes and press Enter after each change. 5. Press Control+X. Type Y to save the changes.

Unlock a user accountTo unlock a user account: 1. From the Administrator Main Menu > select Administrative tasks > Manage user accounts.

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2. At the Manage user accounts - Are you sure? prompt, type Y. The system displays the Manage User Accounts screen with a list of the available commands near the bottom of the screen. 3. Press Control+F. Type the user name for the account to be unlocked and press Enter. The system displays the matching user account information. 4. Press Control+U. Type Y at the prompt. 5. Press Control+X. Type Y to save the changes. Note: On a dialer configured on LDAP, if an administrator unlocks a locked user account and user again types an incorrect password, then the user account again gets locked.

Note:


Manage database accounts

Manage database accountsYou can use this option to modify password of the following database users:

dsc reporter datapump statspump

Change password of database accountTo change password of database account: 1. From the Administrator Main Menu > select Manage database accounts. The system displays the Manage Database Accounts screen with a list of the available commands near the bottom of the screen. 2. Press Control+L. Type the database account name for the account you want to change the password for and press Enter. The system displays the matching account. 3. Type the existing password and press Enter. 4. Type the new password and press Enter. 5. Type the new password again and press Enter. 6. Press Control+X.

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Chapter 4: Area codes, prefixes, and time zonesThis section contains the following topics:

Understanding area codes, prefixes, and time zones on page 44 Maintaining area codes, prefixes, and time zones on page 45

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Chapter 4: Area codes, prefixes, and time zones

Understanding area codes, prefixes, and time zonesTelephone companies frequently add new area codes and prefixes to existing phone systems. The system needs the up-to-date area code and prefix information to call phone numbers that use the new codes. Use the Edit Area Codes and Prefixes command to update the area code and prefix settings on the system. Phone numbers generally consist of three parts:

Area code Prefix (also known as an exchange) Line number

The system associates prefixes with area codes based on system-defined time zones. The system configuration includes the standard time zones, such as Eastern, Central, Mountain, and Pacific. The system configuration also includes several additional time zones designed to accommodate local and regional ordinances regarding legal calling hours. For example, the Illinois time zone addresses laws specific to the state of Illinois. Several other system time zones accommodate areas that do not follow daylight savings time. The system time zones have associated zone codes. A zone code is a one-letter designation that the system uses to reference a time zone. Zone codes are case-sensitive. For example, zone code C (upper case) represents the Atlantic No Daylight time zone while zone code c (lower case) represents the United Kingdom time zone. Another important telephone system designation is country code. The Time Zone and Exchange Prefix Editor default country code is 1, which represents the United States and Canada. Usually, you will make time zone and prefix setting changes to country code 1. The editor, however, also includes an option to select a different country code.!SECURITY ALERT:

SECURITY ALERT: Some states limit or prohibit placing certain types of phone calls during specific times. You can modify area code fields in order to respond to regional area code changes. Such modifications can result in making phone calls in violation of after-hours calling limitations. You are solely responsible for any violations of applicable laws or regulations resulting from area code modifications.


Maintaining area codes, prefixes, and time zones

Maintaining area codes, prefixes, and time zonesThis section contains the following topics:

Area Code & Exchange Prefix Editor on page 45 View current area codes and prefixes on page 46 View time zones on page 46 Add an area code or a prefix to a time zone on page 47 Delete an area code or prefix on page 48 Change a country code on page 49 Save area code and prefix changes on page 49 Delete area code and prefix changes on page 50 Restore a previous version of area code and prefix settings on page 50 Edit locale.locale_ed.1 file manually on page 51

Area Code & Exchange Prefix EditorYou can add or delete area codes and exchange prefixes in various system-defined time zones. The Area Code & Exchange Prefix Editor has two modes of interaction: Menu Response mode. - In Menu Response mode, you can enter one of the menu choices, or other information as described in the menu text, and then press Enter. The system displays the results of your choice in the lower half of the menu screen, along with the next appropriate menu. To return from a menu function, enter Control+X or leave the response line blank and press Enter. To return from the Administrator Main Menu, select Exit. Report mode - In Report mode, the system displays more data than will fit at the bottom of the next menu screen. In this mode, you can press Enter to display the next page of the report, or enter any other key to go on to the next menu. Area codes and exchange prefixes are linked to various time zones through entries in the system file locale.cfg. When you add or delete area codes and exchange prefixes, your changes go in this file. This file cannot change while the system is running, so changes you make are saved to a temporary file (config/upt/locale.cfg.locale_ed.1) which automatically replaces the locale.cfg file when you restart the system.

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!CAUTION:

CAUTION: You can make manual changes to the temporary file, if it is present, only when this application is not running, or it can result in the loss of changes made by you or this application between the last system restart and the next system restart.

Using the Area Code/Exchange Prefix Editor, you can enter either the number or the first letter of a menu choice to select it.

!Important:

Important: If a file, data error appears while loading the locale.cfg file, a message describing the error appears for 5 seconds prior to the system returning to the previous menu. Make note of the error message and have it ready when you contact Avaya Technical Services for further assistance.

View current area codes and prefixesYou can view information about current area codes and their associated exchange prefixes in relation to existing system time zones. You can also query all area codes and prefixes linked to a specific time zone. To view current area codes and prefixes: 1. From the Administrator Main Menu, select Administrative tasks > Edit areas codes/prefixes. 2. At the Edit area codes/prefixes - Are you sure? prompt, type Y. 3. From the Area Code & Exchange Prefix Editor - Main Menu, choose Query. 4. On the Query Area Codes and Prefixes screen, type an area code; area code and prefix combination; zone code; or zone code, area code, and prefix combination. Or, type Q at the prompt instead of an area code or prefix. The system displays the query results. If the query results fill more than one screen, press Enter to view subsequent pages. Note: You can also view current area codes and prefixes using the Add and Delete options from the Area Code & Exchange Prefix Editor - Main Menu.

Note:

View time zonesYou can look up, by zone code or other descriptive string, time zone and guard time information associated with each zone code on the system.



Note:

Note: Under the DAY columns, 0 represents Sunday, 1 represents Monday, and so on. To add a new time zone and/or zone code to the system, you must make an entry to the timezone.cfg file, before you use this program to add new area codes or prefixes that use it. Contact Avaya Technical Services for any assistance with this task.

Guard times define the earliest and latest times of day that the system can place phone calls. You can identify the time zones to add a new area code or area code and prefix combination. Query the system time zones using a descriptive string (such as eastern or pacific), by zone code, or using an asterisk (*). An asterisk returns a listing of all time zones. If you do not know a particular zone code, you can run a query using the asterisk. You must know the zone code(s) when you add or delete area code and prefix settings. To view time zones: 1. From the Administrator Main Menu, select Administrative tasks > Edit areas codes/prefixes. 2. At the Edit area codes/prefixes - Are you sure? prompt, type Y. 3. From the Area Code & Exchange Prefix Editor - Main Menu, choose Timezone/Guard Time Query. 4. On the Time Zone/Guard Time Query screen, type a time zone code, search string, or asterisk (*), then press Enter. The system displays the results below your query. If the results fill more than one screen, press Enter to view the following page.

Add an area code or a prefix to a time zoneYou can add an area code or area code/exchange prefix combination to a zone code. At the prompt, enter the zone code to which the additions are to be made. On the Add Menu, you can enter one of the following:

A single area code A comma (or space) separated list of area codes An area code, colon, and prefixes, separated by commas (or spaces)

Use the keyword all (upper or lower case) to designate all area codes for the current country code (typically only done for countries in a single time zone), or enter Q to run a quick area code/prefix query. Note: The system checks and informs you of the results of every proposed addition, to ensure you do not accidentally introduce duplicate area codes or area code/prefix combinations into the system.

Note:

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When you select Add from the Area Code and Exchange Prefix Editor menu, the system prompts you to type a time zone code. For example, to add an area code to the Central Daylight time zone, specify zone code G. Use commas to add more than one area codes or area code and prefix combinations. To add area codes (implicitly including all prefixes) to the selected zone code, type the area codes. To add an area code with specific prefixes or to add new prefixes to an existing area code, type the area code, a colon, and prefixes separated by commas. For example, to add the 282 and 285 prefixes to area code 709 type 709:282, 285. The system compares your request to the current area code and prefix settings to identify duplicate area codes or area code prefix combinations. If the settings do exist, the system does not add the duplicate settings and displays a message. The system displays a status message if it successfully adds your requested area code and prefix information. Note: You cannot add a prefix to an area code that has an asterisk listed as its prefix. The asterisk indicates that the prefix is included implicitly in this area code, and is not explicitly listed in any other area code. Also, verify that you are adding the area code and prefix to the correct time zone.

Note:

To add an area code or a prefix to a time zone: 1. From the Administrator Main Menu, select Administrative tasks > Edit areas codes/prefixes. 2. At the Edit area codes/prefixes - Are you sure? prompt, type Y. 3. From the Area Code & Exchange Prefix Editor - Main Menu, choose Add. 4. On the Add Areas Codes and Prefixes screen, type the zone code for the time zone to which an area code or prefix is to be added. 5. Type area codes, or area code, and prefix combinations to add to the selected time zone. 6. To change the time zone, press Enter with nothing typed at the Enter Choice prompt. 7. Type a different time zone code to continue adding area codes, or press Enter with no selection to exit the screen.

Delete an area code or prefixTo delete an area code or an area code or prefix: 1. From the Administrator Main Menu, select Administrative tasks > Edit areas codes/prefixes. 2. At the Edit area codes/prefixes - Are you sure? prompt, type Y. 3. From the Area Code & Exchange Prefix Editor - Main Menu, choose Delete.



4. On the Delete Area Codes and Prefixes screen, type the zone code (case-sensitive) for the time zone from which an area code or prefix is to be deleted. 5. Type area codes, or area code, and prefix combinations to delete. The system displays the results. 6. To change the time zone, press Enter with nothing typed at the Enter Choice prompt. 7. Type a different time zone code to delete area codes from another time zone, or press Enter with no selection to exit screen.

Change a country codeYou can make area code/exchange prefix queries or modifications for non-US or Canadian (non-Country Code 1) locales. To change a county code: 1. From the Administrator Main Menu, select Administrative tasks > Edit areas codes/prefixes. 2. At the Edit area codes/prefixes - Are you sure? prompt, type Y. 3. From the Area Code & Exchange Prefix Editor - Main Menu, choose Change Country Code. 4. On the Change Country Code screen, type a country code, and then press Enter. The system displays the new country code. 5. Press Enter with no selection to exit screen.

Save area code and prefix changesYou can save your changes to the temporary save file for locale.cfg (local.cfg.local_ed.1) for use after system restart. When you choose Exit from the Area Code & Exchange Prefix Editor, the system will automatically save the changes made in the current session. If you do not make any changes, you can save the current data to the temporary file anyway. Make additional manual changes to the locale.cfg file only after first exiting this program, and then only to the temporary file locale.cfg.locale_ed.1, as described at the beginning of this help message. To save area code and prefix changes: 1. From the Area Code & Exchange Prefix Editor - Main Menu, choose Save Changes. 2. Type Y to save your changes to the local.cfg.local_ed.1 file.

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Delete area code and prefix changesYou can abandon changes you made since the most recent save (or since you started the Area Code & Exchange Prefix Editor if you have not saved yet). The system restores the original file that the system loaded when you started the editor or the last saved version. If there are no changes to discard, the system notifies you and cancels the command. To discard area code and prefix changes: 1. From the Area Code & Exchange Prefix Editor - Main Menu, choose Discard Changes. 2. On the Confirm: Discard Current Changes screen, type Y to discard the changes.

Restore a previous version of area code and prefix settingsYou can recover previously saved area code and prefix settings by rolling back to current live version or rolling back to the last backup version.

Roll back to the current live version option if you saved changes in error and have not restarted the system. The system loads the current live area code and prefix settings into the editor. Save the restored settings as is or make additional changes. You must save the restored version and restart the system for the restored settings to take effect. Roll back to last back up version if you saved changes in error and have since restarted the system. The system loads the most recently backed up version of the live area code and prefix settings into the editor. Save the restored settings as is or make additional changes. You must save the restored version and restart the system for the restored settings to take effect.

To restore a previous version of area code and prefix settings: 1. From the Area Code & Exchange Prefix Editor - Main Menu, choose Rollback. 2. On the Rollback to Previous Version screen, choose 1 to restore the current live version or choose 2 to restore to the last backup version. 3. Add or delete area codes or prefixes as necessary. 4. Save the restored area code and prefix settings.



Edit locale.locale_ed.1 file manually!CAUTION:

CAUTION: Any manual changes to be made to locale.cfg must be made to the temporary file local.locale_ed.1, if it is present, and only when this program is not running. Failure to follow these guidelines can result in the loss of changes made by either you or this program between the last system restart and the next system restart.

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Chapter 5: Calling lists and recordsThis section contains the following topics:

Understanding calling lists and records on page 54 Using calling list commands on page 57 Maintaining calling lists and records on page 63

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Chapter 5: Calling lists and records

Understanding calling lists and recordsAfter the customer records are downloaded from the host, the system adds several fields to each record to help track calling results. After the system adds the fields, it can check for and reject duplicate records and uncallable phone numbers. This process depends upon your system configuration. The system refers to the modified records as the calling list. This section contains the following topics:

Calling list description on page 54 Record Edit and Quick Search overview on page 55 Calling List Reports on page 56

Calling list descriptionThe following table describes the typical added fields. You can see a complete list of all the calling list fields for your system by pressing F4 or Control+V when the cursor is in a calling list field on a screen. Field name COUNTER AGENT DTE TME CODE STATUSFLAG Description The Record attempt counter that indicates the number of times the system called the record. The agent who handled the call. The date of the last attempt on the record. The time of the last attempt on the record. Completion code. The status of the record, if blank, the specific record is available for calling. B = all bad numbers; the Reject Report lists the records rejected by the system because the system is unable to match them to a time zone or the number was not callable (bad number). C = received inbound call from account; so cancelled outbound call D = maximum days on the system E = manually deleted in Record Edit R = repeated (duplicate) account T = time zone cannot be determined


Understanding calling lists and records

Field name DAYSCNT

Description Days on the system calling lists (optional). The number of days a record has been on the system. The Days on System report lists accounts that the system has downloaded for a certain number of days. T

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Administering Avaya Proactive Contact

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