avaya

Avaya Call Center 3.0 andCall Management SystemRelease 13Change Description

07-300304Issue 1.0

May 2005

© 2005 Avaya Inc.All Rights Reserved.

NoticeWhile 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 may be incorporated in future releases.

Documentation disclaimerAvaya 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 disclaimerAvaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

WarrantyAvaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya�s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:http://www.avaya.com/support

Preventing toll fraud"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may 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 interventionIf 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 Web site:http://www.avaya.com/support

Providing telecommunications securityTelecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment").An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

� Use (of capabilities special to the accessed equipment)� Theft (such as, of intellectual property, financial assets, or

toll-facility access)� Eavesdropping (privacy invasions to humans)� Mischief (troubling, but apparently innocuous, tampering)� Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications securityThe final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to:

� Installation documents� System administration documents� Security documents� Hardware-/software-based security tools� Shared information between you and your peers� Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

� Your Avaya-provided telecommunications systems and their interfaces

� Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

� Any other equipment networked to your Avaya products.

TrademarksAvaya is a trademark of Avaya Inc.All non-Avaya trademarks are the property of their respective owners.Document ordering information:Avaya Publications CenterVoice: +1-207-866-6701

1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax: +1-207-626-72691-800-457-1764 (Toll-free, U.S. and Canada only)

Write: Globalware Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account Manager

Web: http://www.avaya.com/support E-mail: [email protected] Order: Document No. 07-300304, Issue 1.0

May 2005For the most current versions of documentation, go to the Avaya support Web site:http://www.avaya.com/support

COMPASThis document is also available from the COMPAS database. The COMPAS ID for this document is 105904.

Avaya supportAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

http://www.avaya.com/support

http://www.avaya.com/support

http://www.avaya.com/support/

mailto:[email protected]



Issue 1.0 May 2005 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Purpose of this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Intended users of this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Customer Interaction Suite solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . 8Product name changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Safety labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Reasons for reissuing this document . . . . . . . . . . . . . . . . . . . . . . . . . . 9Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Other change descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10CMS software documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11CMS administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11CMS hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . . 12Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . . . 13

Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 1: CMS supported hardware and software . . . . . . . . . . . . . . . . . . . 15CMS hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Supported hardware platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Nonsupported hardware platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Serial connectivity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Supported software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Supported CMS software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18LAN backup software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Supervisor and Network Reporting software . . . . . . . . . . . . . . . . . . . . . . . 20Service packs and patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Supported software platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Nonsupported software platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Third-party royalty-free license agreements . . . . . . . . . . . . . . . . . . . . . . . 21

Communication server hardware and software . . . . . . . . . . . . . . . . . . . . . . 22Supported communications servers . . . . . . . . . . . . . . . . . . . . . . . . . . 22Supported connections to the switch . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Call Center 3.0 and CMS R13Change Description

Contents

Contents

4 Avaya Call Center 3.0 and CMS R13 Change Description

Chapter 2: Avaya Call Center 3.0 and CMS R13 enhancements . . . . . . . . . . . . 23Avaya CMS R13 Expanded AUX . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Converting your CMS to Avaya CMS R13 Expanded AUX. . . . . . . . . . . . . . . . 25Platform support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Determining your CMS load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25How to administer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

3000 logged-in agents per skill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28How to administer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

ACD options by agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Database items and table additions . . . . . . . . . . . . . . . . . . . . . . . . . . . 30GNINAUX10 through GNINAUX99 (real time) . . . . . . . . . . . . . . . . . . . . . 30I_AUXTIME10 through I_AUXTIME99 . . . . . . . . . . . . . . . . . . . . . . . . . 30INAUX10 through INAUX99 (real-time) . . . . . . . . . . . . . . . . . . . . . . . . . 31TI_AUXTIME10 through TI_AUXTIME99 . . . . . . . . . . . . . . . . . . . . . . . . 31TIN_AUXTIME10 through TIN_AUXTIME99 . . . . . . . . . . . . . . . . . . . . . . 31

Forced Agent Logout from ACW mode . . . . . . . . . . . . . . . . . . . . . . . . . 32Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33How to administer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Locally-sourced music and announcements . . . . . . . . . . . . . . . . . . . . . . . 34Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35How to administer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Location Preference Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Reasons to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37How to administer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Russian language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38SSH enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Chapter 3: Call Center 3.0 and CMS R13 vector enhancements . . . . . . . . . . . . 41Ani, stepcnt, and vdntime variable types . . . . . . . . . . . . . . . . . . . . . . . . . 42

ani . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Contents


stepcnt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

vdntime. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Enhanced ASAI switch-classified call algorithm . . . . . . . . . . . . . . . . . . . . . 44Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Gateway, port network, and server vector conditionals . . . . . . . . . . . . . . . . . . 45Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Increased Holiday Vectoring capacity . . . . . . . . . . . . . . . . . . . . . . . . . . 46Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Return vector command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Set vector command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Types of variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Operations allowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

VDN Time-Zone Offset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Vector subroutines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Additional prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Support for vector enhancements in R13 . . . . . . . . . . . . . . . . . . . . . . . . 53What was supported and not supported in CMS R12 . . . . . . . . . . . . . . . . . . 53What is supported in CMS R13 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53What is not supported in CMS R13. . . . . . . . . . . . . . . . . . . . . . . . . . . 54Administration for more than 999 vectors . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 4: Avaya CMS R13 CUE changes . . . . . . . . . . . . . . . . . . . . . . . . 55Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Supported CMS loads for CUE upgrades . . . . . . . . . . . . . . . . . . . . . . . . 56

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Contents



Preface

This section includes the following topics:

● Purpose of this document on page 7

● Intended users of this document on page 7

● Customer Interaction Suite solutions on page 8

● Product name changes on page 8

● Safety labels on page 8

● Reasons for reissuing this document on page 9

● Availability on page 9

● Related documentation on page 10

Purpose of this documentThe purpose of this document is to describe the new or changed features in Avaya Call Management System (CMS) Release 13 and Avaya Call Center 3.0.

Intended users of this documentThis document is written for existing call center customers who are upgrading to an Avaya CMS Release 13 or to Avaya Call Center 3.0.

Preface


Customer Interaction Suite solutionsThis document provides the new features and enhancements for the following Avaya Customer Interaction Suite solutions.

Product name changesThere are no product name changes for CMS R13 or Avaya Call Center 3.0.

Safety labelsIf you see any of the following safety labels in this document, take careful note of the information presented.

! CAUTION:CAUTION: Caution statements call attention to situations that can result in harm to

software, loss of data, or an interruption in service.

! WARNING:WARNING: Warning statements call attention to situations that can result in harm to

hardware or equipment.

! DANGER:DANGER: Danger statements call attention to situations that can result in harm to

personnel.

! SECURITY ALERT:SECURITY ALERT: Security alert statements call attention to situations that can increase the

potential for unauthorized use of a telecommunications system.

Solution Product

Contact Management solution Call Center 3.0

Operational Effectiveness solution CMS R13 and CMS Supervisor R13

Reasons for reissuing this document


Reasons for reissuing this documentThis is the first issue of this document.

AvailabilityCopies of this document are available from one or both of the following sources:

Note:Note: Although there is no charge to download documents through the Avaya Web

site, documents ordered from the Avaya Publications Center must be purchased.

● The Avaya online support Web site, http://www.avayadocs.com

● The Avaya Publications Center, which you can contact by:

Voice: +1-207-866-6701+1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax: +1-207-626-7269+1-800-457-1764 (Toll-free, U.S. and Canada only)

Mail: GlobalWare Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account Manager

E-mail: [email protected]

http://www.avayadocs.com

Preface


Related documentationYou might find the following Avaya CMS and Call Center documentation useful. This section includes the following topics:

● Call Center documents on page 10

● Other change descriptions on page 10

● CMS software documents on page 11

● CMS administration documents on page 11

● CMS hardware documents on page 12

● Avaya CMS upgrade documents on page 12

● Documentation Web sites on page 13

Call Center documentsFor more information about Avaya Call Center, see:

● Avaya Communication Manager Call Center Software Basic Call Management System (BCMS) Operations, 07-300061

● Avaya Call Management System Switch Connections, Administration, and Troubleshooting, 585-215-876

● Avaya Communication Manager Call Center Software Call Vectoring and Expert Agent Selection (EAS) Guide, 07-300303

● Avaya Communication Manager Call Center Software Automatic Call Distribution (ACD) Guide, 07-300301

● Avaya Business Advocate User Guide, 07-300336

Other change descriptionsIf you are upgrading from a release that is earlier than CMS Release 12 or Call Center 2.1, you should obtain all of the appropriate change descriptions between your release and this one. You can obtain these documents at http://www.avayadocs.com.


Related documentation

Issue 1.0 May 2005 11

CMS software documentsFor more information about Avaya CMS software, see:

● Avaya Call Management System Release 13 Software Installation, Maintenance, and Troubleshooting Guide, 07-300340

● Avaya CMS Open Database Connectivity Version 4.2, 585-780-701

● Avaya Call Management System Release 13 LAN Backup User Guide, 07-300338

● Avaya Call Management System Release 13 External Call History Interface, 07-300332

● Avaya CMS Custom Reports, 585-215-822

● Avaya CMS Forecast User Guide, 585-215-825

● Avaya Visual Vectors Installation and Getting Started, 07-300353

● Avaya Visual Vectors User Guide, 07-300354

● Avaya Call Management System (CMS) Supervisor Release 13 Report Designer, 07-300335

CMS administration documentsFor more information about Avaya CMS administration, see:

● Avaya Call Management System Release 13 Administration, 07-300331

● Avaya Call Management System (CMS) Release 13 Database Items and Calculations, 07-300330

● Avaya Call Management System Supervisor Release 13 Reports, 07-300334

● Avaya Call Management System (CMS) Supervisor Release 13 Installation and Getting Started, 07-300333

● Avaya Call Management System High Availability User Guide, 07-300066

● Avaya Call Management System High Availability Connectivity, Upgrade and Administration, 07-300065

Preface


CMS hardware documentsFor more information about Avaya CMS hardware, see:

● Avaya Call Management System Sun Fire V880/V890 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-215-116

● Avaya Call Management System Sun Blade 100/150 Workstation Hardware Installation, Maintenance, and Troubleshooting, 585-310-783

● Avaya Call Management System Terminals, Printers, and Modems, 585-215-874

Avaya CMS upgrade documentsThere are several upgrade paths supported with Avaya CMS. There is a document designed to support each upgrade.


● Base load upgrades on page 12

● Platform upgrades and data migration on page 12

● Avaya Call Management System Upgrade Express (CUE) on page 13

Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, r13ak.g to r13al.k). A specific set of instructions is written for the upgrade. The instructions are shipped to the customer site with the CMS software CD-ROM as part of a Product Correction Notice (PCN).

For more information about base load upgrades, see:

● Avaya Call Management System Release 13 Base Load Upgrade

Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Blade 150). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V9 to R13).

For more information about platform upgrades and data migration, see:

● Avaya Call Management System Release 13 Platform Upgrade and Data Migration, 07-300339

Related documentation

Issue 1.0 May 2005 13

Avaya Call Management System Upgrade Express (CUE)

Use CUE when CMS is being upgraded from an earlier version (for example, R3V9) to the latest version (for example, R13).

A specific set of upgrade instructions is written for the upgrade. These instructions are included on the CUE software CD-ROM that is shipped to the customer site with the CUE kit.

For information about customer requirements for CUE upgrades, see:

● Avaya Call Management System Release 13 CMS Upgrade Express (CUE) Customer Requirements, 700356744

For information about CUE upgrade procedures, see:

● Avaya Call Management System Release 13 Sun Blade 100/150 Workstation Mirrored and Nonmirrored Systems CMS Upgrade Express (CUE), 07-300481

● Avaya Call Management System Release 13 Sun Fire V880/V890 Computer CMS Upgrade Express (CUE), 07-300344

Documentation Web sitesFor Avaya product documentation, go to http://www.avayadocs.com. Additional information about new software or hardware updates will be contained in future issues of this book. New issues of this book will be placed on the Web site when available.

Use the following Web sites to view related support documentation:

● Information about Avaya products and service

http://www.avaya.com

● Sun hardware documentation

http://docs.sun.com

● Informix documentation

http://www.informix.com

● Tivoli Storage Manager documentation

http://www.tivoli.com


http://www.avaya.com

http://docs.sun.com

http://www.informix.com

http://www.tivoli.com

Preface


SupportContacting Avaya technical supportAvaya provides support telephone numbers for you to report problems or ask questions about your product.

For United States support:

1- 800- 242-2121

For international support:

See the 1-800 Support Directory listings on the Avaya Web site.

Escalating a technical support issueAvaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management listings on the Avaya Web site.

http://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=Directories

http://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=EscalationList

Issue 1.0 May 2005 15

Chapter 1: CMS supported hardware and software

This section describes the supported hardware and software for Avaya Call Management System (CMS) Release 13.


● CMS hardware on page 16

● Supported software on page 18

● Supervisor and Network Reporting software on page 20

● Communication server hardware and software on page 22

CMS supported hardware and software


CMS hardwareThis section includes the following topics:

● Supported hardware platforms on page 16

● Nonsupported hardware platforms on page 16

● Serial connectivity on page 17

Supported hardware platformsThe following hardware platforms are supported for Avaya CMS R13:

● Sun Fire V890 - operates on 220 V, uses dual 1.3 GHz UltraSparc IV CPUs

● Sun Fire V880

● Sun Blade 150

● Sun Blade 100

Nonsupported hardware platformsCMS R13 does not support the following platforms:

● Sun Enterprise 3500

● Sun Enterprise 3000

● Sun Ultra 5

If you have one of these platforms, you must upgrade to either a Sun Fire V880, Sun Fire V890, Sun Blade 100, or Sun Blade 150.

See also:To upgrade to a new platform and migrate your CMS data, see the procedures in Avaya CMS Platform Upgrade and Data Migration.

CMS hardware

Issue 1.0 May 2005 17

Serial connectivityFor general release, Avaya CMS R13 does not support serial connections using a Network Terminal Server (NTS). Customers that previously used an NTS for serial connections must convert to network connections.

Note:Note: In certain permissive-use cases, existing customers can continue to use an

NTS for serial connectivity. Contact Avaya support for information about using an NTS with CMS R13.



Supported softwareThis section includes the following topics:

● Supported CMS software on page 18

● LAN backup software on page 19

Supported CMS softwareAvaya CMS R13 supports the following software:

● Solaris 9

● Software Supplement for the Solaris 9 Operating Environment, which contains:

- Sun Online Validation Test Suite (VTS)

- Sun Remote System Control (RSC) software (optional)

- Sun Fire backplane firmware upgrade package (required for Sun Fire platforms)

● CMS Hardware Drivers CD-ROM (optional)

● Informix SQL (optional)

● Informix IDS

● Informix Client SDK

● Informix Int�l Language Supplement (ILS)

● Avaya CMS R13 CD-ROM, also contains:

- Sun Solaris patches

- CMS patches (if necessary)

- Avaya security script

● OPENLINK Open Database Connectivity version 4.2 (optional)

● Avaya Visual Vectors Server Software CD-ROM (optional)

Supported software

Issue 1.0 May 2005 19

LAN backup software

Note:Note: LAN backup software is optional.

Tivoli Storage Manager (TSM) Version 5.2.0 is supported with Avaya CMS R13.

See also:For more information about the TSM installation, see the Avaya CMS LAN Backup User Guide.



Supervisor and Network Reporting softwareThis section includes the following topics:

● Service packs and patches on page 20

● Supported software platforms on page 20

● Nonsupported software platforms on page 20

● Third-party royalty-free license agreements on page 21

Service packs and patchesTo ensure compatibility and security, you must install the latest service packs and security patches for your supported Microsoft operating system prior to installing Avaya CMS R13 Supervisor and Network Reporting.

Supported software platformsThe following platforms are supported for Supervisor and Network Reporting:

● Windows 2000

● Windows XP Professional

● Windows 98

Nonsupported software platformsWindows XP Tablet PC Edition, Windows 95, Windows NT, and Windows ME are not supported.

Supervisor and Network Reporting software

Issue 1.0 May 2005 21

Third-party royalty-free license agreementsPortions of CMS Supervisor include technology used under license. The technology is a copyright of the respective company and/or its licensors, as listed below.

A). PuTTY copyright 1997-2004 Simon Tatham.

Portions copyright Robert de Bath, Joris van Rantwijk, Delian Delchev, Andreas Schultz, Jeroen Massar, Wez Furlong, Nicolas Barry, Justin Bradford, Ben Harris, Malcolm Smith, and CORE SDI S.A.



Communication server hardware and softwareThis section includes the following topics:

● Supported communications servers on page 22

● Supported connections to the switch on page 22

Supported communications serversThe following communication server releases are supported for Avaya CMS R13:

● Definity R8, R9, and R10

● Avaya Communication Manager R1 (1.x) (may display as Avaya MultiVantage R1 on some screens)

● Avaya Communication Manager R2 (2.x)

● Avaya Communication Manager R3 (3.0)

Supported connections to the switchAvaya CMS R13 only supports TCP/IP connections to the switch. X.25 connections are not supported.

Issue 1.0 May 2005 23

Chapter 2: Avaya Call Center 3.0 and CMS R13 enhancements


● Avaya CMS R13 Expanded AUX on page 24

● 3000 logged-in agents per skill on page 27

● ACD options by agent on page 29

● Database items and table additions on page 30

● Forced Agent Logout from ACW mode on page 32

● Locally-sourced music and announcements on page 34

● Location Preference Distribution on page 36

● Russian language support on page 38

● SSH enhancements on page 39

PrerequisitesThe feature enhancements described in this section are available only when the following conditions are true:

● Expert Agent Selection (EAS) is enabled and active on Call Center and CMS.

● The Call Center release is 3.0.

Avaya Call Center 3.0 and CMS R13 enhancements


Avaya CMS R13 Expanded AUX This enhancement affects both Call Center and CMS.


● Description on page 24

● Reason to use on page 24

● Additional prerequisites on page 25

● Converting your CMS to Avaya CMS R13 Expanded AUX on page 25

● Platform support on page 25

● Determining your CMS load on page 25

● How to administer on page 26

DescriptionAvaya has a new product called Avaya CMS R13 Expanded AUX. This product has 100 auxiliary (AUX) work time reason codes (0-99). Previous Avaya products had a limit of 10 codes (0-9). On the communication server, the number of characters allowed for AUX reason codes has increased from a maximum of 10 characters to a maximum of 16 characters. The Avaya CMS R13 Expanded AUX product is compatible with the R13 Supervisor and Network Reporting clients.

Note:Note: The Avaya CMS R13 Expanded AUX product is currently not supported in

ASAI applications but planned for a future release.

Related topicThe Avaya CMS R13 Expanded AUX product affects database items. For more information, see Database items and table additions on page 30.

Reason to useThe Avaya CMS R13 Expanded AUX product provides customers with large call centers more flexibility for tracking agent activities. For example, customers may need more AUX reason codes when training new agents.

Avaya CMS R13 Expanded AUX

Issue 1.0 May 2005 25

Additional prerequisitesIn addition to the Prerequisites on page 23, the Reason Codes feature must be active on Communication Manager.

Converting your CMS to Avaya CMS R13 Expanded AUXAvaya Call Management System is available in two separate product lines. You can choose to purchase either Avaya CMS R13 or Avaya CMS R13 Expanded AUX. Conversions from Avaya CMS R13 to Avaya CMS R13 Expanded AUX are not allowed at this time.

You can choose to convert CMS R12 or earlier systems to the Avaya CMS R13 Expanded AUX product. The conversion would be performed through either an Avaya Call Management System Upgrade Express (CUE) upgrade or a platform upgrade. You must contact the Avaya Technical Services Organization at 1-800-242-2121, or consult with your product distributor or account team to schedule the conversion.

! Important:! Important:Important: After a system has been upgraded to Avaya CMS R13 Expanded AUX, you

will not be able to return to the standard Avaya CMS R13 product.

Platform supportAvaya CMS R13 Expanded AUX is not supported on the Sun Blade 100 platform.

Determining your CMS loadTo determine what load of Avaya CMS is installed on your system:

1. Enter the following command from a command prompt on the CMS system:

pkginfo -x cms

The system displays the Avaya CMS version.

If the CMS system has the Avaya CMS R13 Expanded AUX product installed, the load name contains the letters aux. For example, an Avaya CMS R13 Expanded AUX product load would be r13auxaa.b.



How to administerOn the communication server, enable Avaya CMS R13 Expanded AUX reason codes by setting the Two-Digit Aux Work Reason Codes? field to y on page 13 of the Feature-Related System Parameters form.

3000 logged-in agents per skill

Issue 1.0 May 2005 27

3000 logged-in agents per skillThis enhancement affects only Call Center 3.0.






Related topicsFor more information, see any of the following topics:

● For capacity tables, see System Capacities Table for Avaya Communication Manager on Avaya Media Servers

● For detailed information about this feature, see the Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide

DescriptionFor S8700, S8710, and S8500 Avaya Media Server families, the capacity for agents logged into the same skill has increased from a maximum of 1500 agents to a maximum of 3000 agents.

Note:Note: Capacities for the other platforms remain at their previous levels.

Reason to useThis feature is valuable to customers with large call centers who want to assign a large number of agents to one skill. For example, the call center can assign up to 3000 agents for general coverage or backup so that a caller does not have to wait in queue for an agent with a specific skill.



Additional prerequisitesIn addition to the Prerequisites on page 23, this capacity increase is available only when the following conditions are true:

● The communications server family platform is:

- S8700

- S8710

- S8500 with Enterprise Survivable Server (ESS) mode

● The customer has ucd-mia or ead-mia hunt group types.

● The ucd-mia or ead-mia hunt group types have 1501 to 3000 members or agents active.

● The platform agent-skill pair limit has not been reached.

● The CMS-defined agent-skill pair limit has not been reached.

How to administerNo additional administration is required.

ACD options by agent

Issue 1.0 May 2005 29

ACD options by agentThis enhancement affects only Call Center 3.0.




DescriptionYou can now set the following ACD options for individual agents:

● MIA Across Skills

● ACW Agent Considered Idle

● AUX Work Reason Code Type

● Logout Reason Code Type

In previous releases, you could set these options only system-wide.

Reason to useCustomers accustomed to setting ACD options on a system-wide basis can now optionally set these options for each agent. This provides more granular call handling.



Database items and table additionsThe database items in this section support the Avaya CMS R13 Expanded AUX product.


● GNINAUX10 through GNINAUX99 (real time) on page 30

● I_AUXTIME10 through I_AUXTIME99 on page 30

● INAUX10 through INAUX99 (real-time) on page 31

● TI_AUXTIME10 through TI_AUXTIME99 on page 31

● TIN_AUXTIME10 through TIN_AUXTIME99 on page 31

Related topicFor more information about database items, see Avaya CMS Database Items and Calculations.

GNINAUX10 through GNINAUX99 (real time)The GNINAUX10 through GNINAUX99 items:

● Appear in the split/skill tables

● Are the number of greatest-need agents who are currently in AUX with the reason codes 10 through 99 for all splits/skills, including greatest need agents on AUXIN or AUXOUT calls.

● Are a status item.

I_AUXTIME10 through I_AUXTIME99The I_AUXTIME10 through I_AUXTIME99 items:

● Appear in the split/skill tables.

● Are the length of time during the collection interval that agents were in AUX for each reason code 10 through 99 in this skill. This includes time on extension calls from each AUX state.


Database items and table additions

Issue 1.0 May 2005 31

INAUX10 through INAUX99 (real-time)The INAUX10 through INAUX99 items:


● Are the number of agents that are currently in AUX with the reason codes 10 through 99 for all splits/skills including agents on AUXIN or AUXOUT calls.


TI_AUXTIME10 through TI_AUXTIME99The TI_AUXTIME10 through TI_AUXTIME99 items:

● Appear in the agent tables.

● Are the length of time that the agent spends in AUX with reason codes of 10 through 99. "TI_" time is stored for the split/skill in which the agent has been logged in the longest. "TI_" needs to be summed across the splits/skills that the agent may log into in case the logon order changes during the collection interval.

● Are a cumulative item.

TIN_AUXTIME10 through TIN_AUXTIME99The TIN_AUXTIME10 through TIN_AUXTIME99 items:


● Are the number of top agents logged into the skill who are in AUX work for each of the reason codes 10-99. This includes agents on AUXIN/AUXOUT calls from AUX with the appropriate reason code. Available on a communication server with the EAS feature for top skills.




Forced Agent Logout from ACW modeThis feature affects only Call Center 3.0.






Related topicsFor more information about this feature, see the Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide.

DescriptionThe Forced Agent Logout from After Call Work (ACW) feature automatically logs out an Expert Agent Selection (EAS) agent who spends too much time in ACW mode. The timeout period is specified on a per system basis and on a per agent basis. The timeout is reported with a customer-assignable reason code set on a system basis.

The per agent timeout setting takes precedence over the per system setting. For Auto-In agents, the Timed ACW feature takes precedence over the Forced Agent Logout from ACW feature.

Reason to useThis feature is typically used when customers want to:

● Require that agents not remain in ACW longer than a set time limit in order to monitor agents who exceed the time limit

● Logout agents who inadvertently walk away from their position without logging out

Forced Agent Logout from ACW mode

Issue 1.0 May 2005 33

Additional prerequisitesIn addition to the Prerequisites on page 23, if customers want a reason code associated with Forced Agent Logout from ACW, the Reason Codes feature must be active on Communication Manager.

How to administerThe following forms are used to administer Forced Agent Logout from ACW mode.

Feature-Related System Parameters form - Use page 13 of this form to set the maximum time the agent can be in ACW on a per system basis and to set the reason code that explains why the system logged out the agent.

Agent Login ID form - Use this form to set the maximum time the agent can be in ACW on a per agent basis.



Locally-sourced music and announcementsThis feature affects Communication Manager software and Voice Announcements Manager software.

Related topicFor detailed information about this feature, see any of the following documents:

● Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide

● Administrator Guide for Avaya Communication Manager

● Feature Description and Implementation for Avaya Communication Manager

Definitions

DescriptionThis feature can route calls to local sources for announcements and music when a local source is available. Call centers can use any or all of their VAL or vVAL sources in the gateways as sources for the same announcement. 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 as a single-sourced location. When the announcement or audio is played to a caller, one of the sources assigned to the group - for example, 025V9 - that is more local to the incoming call trunk facility is selected to play the

Term Definition

VAL announcement source

A Voice Announcement with a TN2501AP board.

vVAL announcement source

A vVAL source integrated in a Media Gateway (G700, G250, G350, 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 (FTPed) with the same filename into each of the sources listed for the audio group. An example of an announcement file is vVAL source 025V9.

Locally-sourced music and announcements

Issue 1.0 May 2005 35

announcement file. Customers can also assign the group-sourced announcement extensions for system music sources.

In addition, customers can use this feature to create analog Music-On-Hold (MOH) group sources that consist of analog or AUX trunk port sources. These analog or AUX trunk port sources are used in a similar manner for system music and MOH source locations instead of single-sourced locations.

Reason to useThis feature is typically used when customers want to:

● Improve audio quality of the announcement or music

● Reduce overall network bandwidth usage

● Reduce usage of VoIP and other resources

● Provide backup for announcements and music in case of source failure if the primary announcement source is not available

Additional prerequisitesVAL and/or vVAL sources must be equipped and active.

How to administerIn addition to the existing announcement and music-on-hold administration the following additional forms are used:

1. Enter the following command:

add audio-group

2. Enter the assigned audio group - for example, G1 - in the port location field of the change announcements form.

3. Enter the following command:

add moh-analog-group

4. Enter the MOH group number - for example, group 1 - or the audio-group extension in the Music/Tone On Hold field in the change system-parameters features form or the change music sources form.



Location Preference DistributionThis feature affects only Call Center 3.0.



● Reasons to use on page 36



Related topicFor detailed information about this feature, see the Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide.

DescriptionLocation Preference Distribution tries to route incoming Automatic Call Distribution (ACD) calls to agents located at the same location as the incoming trunk on which the call originated whenever possible. If an incoming caller cannot be matched with an agent in the same location, calls are routed to agents at different locations. In this case, the routing is determined by administered distribution algorithms without regard to location.

When there is more than one choice for call delivery, Local Preference Distribution matches the trunk and the agent location numbers. The Multiple Locations feature defines the location number. Delivery preference is given to the agent whose location number matches the incoming trunk location number. Location Preference Distribution takes precedence over most other caller-agent selection features except for direct agent and reserve agent calls.

Reasons to useCustomers can use this feature to:

● Lower customer networking costs by reducing the amount of intra-switch network traffic

● Improve audio quality

Location Preference Distribution

Issue 1.0 May 2005 37

Additional prerequisitesIn addition to the Prerequisites on page 23, administrators can set Location Preference Distribution only if the multiple locations feature is enabled.

How to administerThe following forms are used to administer Location Preference Distribution:

Hunt Group form - This form sets up an algorithm designed for agent-surplus conditions. An agent-surplus condition is when available agents are waiting for incoming ACD calls.

Agent Login ID form - This form sets up an algorithm designed for call-surplus conditions. A call-surplus condition is when there are ACD calls waiting in queue for an available agent.



Russian language supportThis enhancement affects only CMS.

Russian is now supported in the Supervisor user interface and in the CMS and Supervisor documentation.

SSH enhancements

Issue 1.0 May 2005 39

SSH enhancementsSecure SHell (SSH) is a protocol that encrypts the packets sent between a client workstation and a host server, making the transmission of login information and other sensitive data more secure. This is helpful if you must use Avaya CMS Supervisor to connect to an Avaya CMS server over a public or unsecure network.

In order to provide more security for CMS Supervisor, a user can connect to CMS using the SSH protocol instead of using telnet.

Note:Note: Avaya Network Reporting does not support SSH connectivity.



Issue 1.0 May 2005 41

Chapter 3: Call Center 3.0 and CMS R13 vector enhancements


● Ani, stepcnt, and vdntime variable types on page 42

● Enhanced ASAI switch-classified call algorithm on page 44

● Gateway, port network, and server vector conditionals on page 45

● Increased Holiday Vectoring capacity on page 46

● Return vector command on page 47

● Set vector command on page 48

● VDN Time-Zone Offset on page 51

● VDN variables on page 50

● VDN Time-Zone Offset on page 51

● Vector subroutines on page 52

● Support for vector enhancements in R13 on page 53

PrerequisitesAll of the following enhancements require the following conditions:

● The customer has the Elite Call Center package.

● The Call Center release is 3.0.

Related topicFor more information about any of these vector enhancements, see the Avaya Communication Manager Call Center Software - Call Vectoring and EAS Guide.

Call Center 3.0 and CMS R13 vector enhancements


Ani, stepcnt, and vdntime variable typesThe following variable types are new for Release 3.0:

● ani on page 42

● stepcnt on page 42

● vdntime on page 43

aniThis variable provides a way to store an incoming telephone number.

Administrators can:

● Assign a variable between A-Z.

● Assign up to 16-digits or a selected portion of the currently-stored caller number for the call. The portion assigned to the variable is specified by a start-digit position and the maximum length of the digits used for assigning the variable.

● Use this variable type anywhere other vector variables or VDN variables are used.

● Use this variable type as a threshold, conditional, or destination/data number, where supported.

Reason to use

When customers know who called, they can reroute the call based on the caller�s area code, prefix, or suffix.

stepcntThe step count (stepcnt) variable tracks the number of vector steps. Before the number of vector steps reaches its maximum number, the call can be rerouted instead of dropped. The stepcnt variable can also be used as a loop-control variable.

Administrators can:

● Assign a variable between A-Z.

● Assign the number of vector steps including the current step.

● Use this variable type anywhere other vector variables or VDN variables are used.

Ani, stepcnt, and vdntime variable types

Issue 1.0 May 2005 43

● Use this variable type as a threshold, conditional, or destination/data number, where supported.

Reason to use

By monitoring the number of vector steps, customers can:

● Reroute calls before the calls have reached the maximum limit for their system and prevent calls from getting dropped.

● Reroute calls after an action has reached a pre-determined limit. For example, calls can be rerouted after an announcement or music has finished playing a certain number of times.

vdntimeThe vdntime variable tests the time a call has been processed by the call center including any prior time spent in a remote Communication Manager system. Administrators can use the vdntime variable to determine when alternate routing, queuing, or call treatment is needed, based on the total time the call has been in the system.

When the vdntime variable is tested in a vector, a value is assigned that is equal to the number of seconds the call has been active in vector processing since the call first reached a VDN. If the processing started in a remote system which forwarded the call to this system using Look Ahead Interflow or Best Service Routing, the time spent in the prior system is included.

Reason to use

Administrators can use the vdntime variable to determine when alternate routing, queuing, or call treatment is needed, based on the total time the call has been in the system.



Enhanced ASAI switch-classified call algorithmThis section describes the Enhanced ASAI switch classified-calls algorithm for trunk classifier selection. This feature affects only Communication Manager software and interactions with gateways.

Related topicFor detailed information about this feature, see the following documents:

● Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide

● ASAI Technical Reference

DescriptionThe enhanced trunk-classifier selection algorithm improves support for H.248 Media Gateways (MGs) and IP-connected Port Network Gateways (PNGs) added in 2.2. The switch-classified software is further enhanced in 3.0 with a hunting algorithm. This hunting algorithm attempts to access other H.248 MGs and PNGs if the first attempt does not find an available outgoing trunk member and classifier on the same gateway.

Reason to useCustomers can use this capability to:

● Implement more reliable Predictive Dialing applications that are more successful at launching outgoing calls

● Operate with IP-connected gateways

Gateway, port network, and server vector conditionals

Issue 1.0 May 2005 45

Gateway, port network, and server vector conditionals

You can use any of three registered and unregistered vector conditionals with the goto step or goto vector commands to set up alternate routing of calls. These three conditionals test which type of server is processing the vector. These conditionals also test the registration status of media gateways and port networks connected with that server. The three conditionals are as follows:

● media-gateway - monitors the H.248 Media Gateway registration status

● port-network - monitors the port network gateway registration status

● server - monitors the type of server currently processing the vector step for the call

These conditionals allow alternate routing of calls based on the current status of the server processing a call, such as:

● The H.248 Media or Port Network Gateway is not registered with the Media Server processing the call

● A backup server is processing the call in survivable mode due to a failure of IP connectivity.

Reason to useThese conditionals allow administrators to monitor the communication server when it is running in a survivable configuration. Based on that knowledge, administrators can use alternative call handling or resources. For example, administrators can use different announcements, Interactive Voice Response systems (IVRs), or different skills to provide the best possible call handling with the available resources.

Additional prerequisitesIn addition to the Prerequisites on page 41, the Vectoring (3.0 Enhanced)? field must be set to y on the System Parameters Customer-Options form.

Note:Note: This field can be changed only if both Vectoring (Basic) and Vectoring

(Prompting) are set to y.



Increased Holiday Vectoring capacityHoliday Vectoring enables a set of commands that administrators can use to write call vectors to route calls on holidays or any days when special processing is required.

Administrators can now administer 99 different Holiday Tables instead of only 10 to make vectoring decisions. Each table can still contain up to 15 dates or date ranges.

Reason to useSome customers may require more than ten Holiday Tables.

Additional prerequisitesIn addition to the Prerequisites on page 41:

● The Holiday Vectoring customer option must have been activated by the License File.

● The Vectoring (3.0 Enhanced)? field must be set to y on the System Parameters Customer-Options form.



Return vector command

Issue 1.0 May 2005 47

Return vector commandThe goto vector command can invoke a subroutine call. After the subroutine has processed, the return command returns vector processing to the step following the goto vector command.

Reason to useWhen you use a subroutine, you need a command that returns vector processing to the calling vector.



Set vector commandThe new set vector command can do the following tasks:

● Perform numeric and digit string operations

● Assign values to a user-assignable vector variable or to the digits buffer during vector processing

Administrators can control the call flow through the vectors based on specific circumstances for individual calls.

Types of variablesThe set vector step allows the following types of variable entries:

● A to Z user-assigned collect vector variables

● A to Z system-assigned vector variables - for example; ani, asaiuui, doy, and so on

● V1 to V5 VDN variable types

● A directly-entered numeric value

● The collected digits buffer where digits from the caller are stored

Operations allowedOperators included are:

● Arithmetic - ADD, SUB, DIV and MUL

● String - CATL, CATR and SEL

● MOD10 - account number validation (LUHN-10) and digit string length check

Reason to useThis command adds powerful and flexible programming functionality to vector processing because all other commands allow administrators to use only fixed values. This command allows administrators to manipulate variables using arithmetic and digit operators.

Set vector command

Issue 1.0 May 2005 49






VDN variablesVDN variables allow a single vector to support multiple VDNs.

Administrators can:

● Assign up to five new variable fields, V1 through V5, on the VDN form

● Use the VDN variables in all vector commands that support vector variables except as a for parameter with the collect-digits command

● Use the VDN variables as an operand to the set command

● Use up to 16-digits to assign a number to the VDN variable and use up to 15 characters to describe the VDN variable

● Use VDN variables as indirect references to announcement extensions and other numerical values in vector commands

Reason to useYou can create general-purpose vectors that support multiple applications with call-wait treatments that are tailored to the application.

Call centers have many vectors that use the same basic call flow but are unique because each require unique announcements, route-to destinations, holiday tables, vector routing table indexes, and conditional limits. The VDN variables allow you to create a generic call flow vector. The unique items are now designated on the VDN form using VDN variables. VDN variables can drastically reduce the number of vectors needed, ensure common flows, and ease administration during crisis times when the flows need to change due to an unforeseen event. Unforeseen events can include problems with trunking, staffing, or messaging.

VDN Time-Zone Offset

Issue 1.0 May 2005 51

VDN Time-Zone OffsetThis Vector Directory Number (VDN) feature is designed for call centers with locations in different time zones. The administrator can program a single vector that handles each time zone based on the active VDN for the call. There is now a VDN Time-Zone Offset field on the VDN form.

Reason to useIf a company has identical opening and closing times in different locations, the administrator can use a single vector to handle the opening and closing time checks using VDN Time-Zone Offset in a manner similar to skill preferences. This simplifies programming and allows sharing of vectors. For example, you can use 9 to 5 as a time in all vectors without converting to the local time reflected on each switch clock.






Vector subroutinesAdministrators can create vector subroutines beginning with the 3.0 release. Subroutines use common vector programs that can be used by different vectors without duplicating the same sequence in each vector. Subroutines can significantly decrease the number of steps and vectors required.

The goto step has been enhanced for vector subroutines. The goto step uses:

● The enhanced @step parameter to branch to a specific step in the vector

● The new return command to branch to a subroutine

Reason to useVector subroutines allow administrators to reuse common sets of vector commands. For example, an administrator can use a single subroutine for all vectors to determine if a call has arrived within business hours. Without a subroutine, each vector would have to repeat the step. Subroutines also:

● Free up more steps per vector by removing duplication

● Allow unused steps at the end of vectors to be used for subroutines, thus expanding vector capacity

● Reduces administration - administrators can make changes to only one vector subroutine that is referenced by many vectors, such as changing office hours or wait treatment




Support for vector enhancements in R13

Issue 1.0 May 2005 53

Support for vector enhancements in R13This section includes the following topics:

● What was supported and not supported in CMS R12 on page 53

● What is supported in CMS R13 on page 53

● What is not supported in CMS R13 on page 54

● Administration for more than 999 vectors on page 54

What was supported and not supported in CMS R12R12 CMS provided vector administration support for vector variables that allowed the use of A to Z vector variables as conditionals or thresholds in goto step and goto vector commands and in the route-to number and converse-on commands. R12 CMS did not provide administration support for the variables in vectors table in CMS. Customers can administer this table through Communication Manager.

What is supported in CMS R13For Call Center 3.0, CMS R13 supports:

● The A to Z vector variables in the additional vector commands as announcement locations and table entries

● The VDN variables (V1 - V5) in all the same vector commands as the vector variables

● The gateway, port network, and server vector conditionals

● The @step parameter in the goto vector command

● The increase to 99 Holiday tables

● The return command

● The set command

● The sending of the digits command after the execution of a set command that assigns to digits



What is not supported in CMS R13Customers cannot administer the following features in CMS R13:

● VDN variables on the VDN form

● The VDN Time Zone Offset feature on the VDN form

● The Variables in Vectors table

Customers can administer these parameters and the table using Communication Manager administration tools.

The new ani, stepcnt, and vdntime variable types do not require support in CMS since the variables are administered by their assigned letters. The administration of variable types by their assigned letters is supported.

Administration for more than 999 vectorsWithin the CMS user interface screens, it appears to customers that they can enter up to 2000 vectors instead of only 999. This is only true if the customer has ordered a Special Application (SA) 8749 license on Communication Manager. If the SA 8749 license is turned on and there is information about a vector with a number between 1000 - 2000, customers will see information in the report. If the SA 8749 license is turned off, customers will see no information in their report.

Note:Note: The increase from 999 to 2000 vectors for customers with an SA 8749

license is available only for reporting, not for administration.

Customers cannot enter vector numbers above 999 using the vector editor on CMS, also called the vector contents application. If a customer enters a vector with a number 999 or less that has a goto vector step with a vector number greater than 999, the switch sends an unsupported step type error message.

Issue 1.0 May 2005 55

Chapter 4: Avaya CMS R13 CUE changes

This section provides an overview of the changes for Avaya CMS R13 CMS Upgrade Express (CUE). The specific CUE documents will provide the detail. This section contains the following topics:

● Overview on page 55

● Supported CMS loads for CUE upgrades on page 56

OverviewCMS Upgrade Express (CUE) has been updated to support the following changes:

● Changes to supported switch releases. CUE does not support upgrades from R7 and earlier switch releases.

● Dropping support for the Enterprise 3500 platform. This means that it is not supported for CUE upgrades. An Enterprise 3500 must upgrade to CMS R13 using the platform upgrade and data migration process.

● Adding support for the Sun Fire V880 platforms.

● Dropping support for X.25 switch links. CMS R13 does not support X.25 switch links.

● Dropping support for SAI/P on Sun Blade 100/150. CMS R13 does not support serial connections using the SAI/P card.

● Installing the Visual Vectors Server (VVS) on all systems and preserving existing configurations.

Note:Note: CUE disks are shipped without 100 AUX reason code software. If customers

want 100 AUX reason codes, Avaya will upgrade CMS during the CUE upgrade.

Avaya CMS R13 CUE changes


Supported CMS loads for CUE upgradesSun Blade 100/150 and Sun Fire V880 platforms can be upgraded to CMS R13 from the following CMS loads using CUE:

● R3V9

● R3V11

● R12

● R13

Note:Note: CUE cannot be used to upgrade a Sun SPARCserver computer, Sun Ultra 5

computer, Sun Enterprise 3000, or Sun Enterprise 3500 computer to R13. Also, CUE cannot be used to upgrade a CMS R3V8 or earlier system to R13. You must follow the procedures found in Avaya CMS Release 13 Platform Upgrade and Data Migration.

Issue 1.0 May 2005 57

IndexSymbols@step parameter . . . . . . . . . . . . . . . . . 52

Numerical100 AUX reason codes . . . . . . . . . . . . . . 243000 logged-in agents per skill . . . . . . . . . . . 27

AACW mode . . . . . . . . . . . . . . . . . . . . 32Agent Login ID form . . . . . . . . . . . . . . 33, 37agents per skill . . . . . . . . . . . . . . . . . . 27agent-skill pair limits . . . . . . . . . . . . . . . . 28ani variable . . . . . . . . . . . . . . . . . . . . 42announcements, locally sourced . . . . . . . . . . 34ASAI switch-classified calls. . . . . . . . . . . . . 44Auto-In agents. . . . . . . . . . . . . . . . . . . 32AUX reason codes. . . . . . . . . . . . . . . . . 24

CCall Management System, see CMSCMS

CUE changes . . . . . . . . . . . . . . . . . 55database changes for AUX reason code increases 30enhancements . . . . . . . . . . . . . . . . . 23nonsupported hardware platforms . . . . . . . . 16serial connectivity . . . . . . . . . . . . . . . 17software . . . . . . . . . . . . . . . . . . . . 18supported connections to the switch . . . . . . . 22supported software . . . . . . . . . . . . . . . 18supported switches . . . . . . . . . . . . . . . 22

CMS-defined agent-skill pair limits . . . . . . . . . 28collect-digits command. . . . . . . . . . . . . . . 50communication servers, supported hardware and software

22conditionals . . . . . . . . . . . . . . . . . . . . 45CUE

R12 changes to . . . . . . . . . . . . . . . . 55supported CMS loads for upgrades . . . . . . . 56

Eead-mia or ucd-mia hunt group types . . . . . . . . 28Enhanced ASAI switch-classified calls . . . . . . . 44

FFeature-Related System Parameters form . . . . 26, 33for parameter . . . . . . . . . . . . . . . . . . . 50Forced Agent Logout from ACW mode. . . . . . . . 32

GGateway vector conditionals . . . . . . . . . . . . 45GNINAUX10 through GNINAUX99 (real time) . . . . 30goto step/vector command . . . . . . . . . . . . . 45

HH.248 Media or Port Network Gateway . . . . . . . 45helplines. . . . . . . . . . . . . . . . . . . . . . 14Holiday Vectoring capacity . . . . . . . . . . . . . 46Hunt Group form . . . . . . . . . . . . . . . . . . 37hunt group types . . . . . . . . . . . . . . . . . . 28

II_AUXTIME10 through I_AUXTIME99 . . . . . . . . 30INAUX10 through INAUX99 (real-time) . . . . . . . 31IP connectivity failure . . . . . . . . . . . . . . . . 45

LLAN backup

software . . . . . . . . . . . . . . . . . . . . 19language support. . . . . . . . . . . . . . . . . . 38locally-sourced music and announcements . . . . . 34Location Preference Distribution. . . . . . . . . . . 36logged-in agents per skill . . . . . . . . . . . . . . 27

MMedia Server . . . . . . . . . . . . . . . . . . . 45media-gateway vector conditional . . . . . . . . . . 45Multiple Locations feature. . . . . . . . . . . . . . 36music, locally sourced . . . . . . . . . . . . . . . 34

NNetwork Reporting

software . . . . . . . . . . . . . . . . . . . . 20


networking costs . . . . . . . . . . . . . . . . . . 36

Pparameter, @step . . . . . . . . . . . . . . . . . 52platform agent-skill pair limits . . . . . . . . . . . . 28Port Network Gateway . . . . . . . . . . . . . . . 45port-network vector conditional . . . . . . . . . . . 45

Rreason codes . . . . . . . . . . . . . . . . . . . 24registered vector conditionals . . . . . . . . . . . . 45return vector command . . . . . . . . . . . . . 47, 52Russian language support . . . . . . . . . . . . . 38

SS8700, S8710, and S8500 Communication Manager server

families . . . . . . . . . . . . . . . . . . . . . 27Secure SHell, see SSHserver vector conditional . . . . . . . . . . . . . . 45set vector command . . . . . . . . . . . . . . . . 48software

CMS . . . . . . . . . . . . . . . . . . . . . . 18LAN backup . . . . . . . . . . . . . . . . . . 19Supervisor and Network Reporting . . . . . . . . 20

Solaris 9 . . . . . . . . . . . . . . . . . . . . . . 18stepcnt variable . . . . . . . . . . . . . . . . . . 42Sun . . . . . . . . . . . . . . . . . . . . . . . . 18Sun Blade 100 . . . . . . . . . . . . . . . 16, 55, 56Sun Blade 150 . . . . . . . . . . . . . . . . . . . 16Sun Enterprise 3000 . . . . . . . . . . . . . . . . 16Sun Enterprise 3500 . . . . . . . . . . . . . . . . 16Sun Fire V880 . . . . . . . . . . . . . 16, 18, 55, 56Sun Fire V890 . . . . . . . . . . . . . . . 16, 18, 56Sun Ultra 5 . . . . . . . . . . . . . . . . . . . . 16Supervisor

software . . . . . . . . . . . . . . . . . . . . 20switch-classified calls. . . . . . . . . . . . . . . . 44switches, see communication servers

TTI_AUXTIME10 through TI_AUXTIME99 . . . . . . 31Time-Zone Offset . . . . . . . . . . . . . . . . . 51TIN_AUXTIME10 through TIN_AUXTIME99 . . . . . 31Tivoli Storage Manager . . . . . . . . . . . . . . . 19trunk classifier selection . . . . . . . . . . . . . . 44

Uucd-mia or ead-mia hunt group types . . . . . . . . 28unregistered vector conditionals . . . . . . . . . . . 45

Vvariable types. . . . . . . . . . . . . . . . . . . . 42VDN form . . . . . . . . . . . . . . . . . . . . . 51VDN Time-Zone Offset . . . . . . . . . . . . . . . 51VDN Time-Zone Offset field . . . . . . . . . . . . . 51VDN variables . . . . . . . . . . . . . . . . . . . 50vdntime variable . . . . . . . . . . . . . . . . . . 43vector commands . . . . . . . . . . . . . . . . . . 52vector conditionals . . . . . . . . . . . . . . . . . 45vector variable support in CMS . . . . . . . . . . . 53

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