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Avaya Aura Contact Center Elite

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Avaya Aura Contact Center Elite
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  • 2011 Avaya Inc. All rights reserved. 1

    Avaya Contact Center Elite

  • 2011 Avaya Inc. All rights reserved. 2

    CC Track Outline CRM portfolio:

    Call Center Application Enablement

    Services (AES) One-X Agent / IP Agent Elite Multi Channel (EMC) Avaya Interaction Center Avaya Call Recording

    Applications Reporting:

    BCMRD Call Management System

    (CMS) Avaya IQ Avaya Operational Analyst

    (OA)

    Self Service: Experience Portal Proactive Contact Solution

  • 2011 Avaya Inc. All rights reserved. 3

    The Fifty-thousand-foot View Of Work FlowArriving

    Calls

    Trunk Groups

    DNIS Digits

    Internal

    Prompts

    Host Based Routing

    Applications/Call Types

    VDN 1001

    VDN 1002

    VDN 1003

    VDN 1004

    VDN 1005

    Call Flows

    Vector-----------------------

    Vector-----------------------

    Vector---------------

    Agent Groups

    S

    K

    I

    L

    L

    S

    Agents

    3

  • 2011 Avaya Inc. All rights reserved. 4

    Vector Directory Number (VDN)Arriving

    Calls

    Trunk Groups

    DNIS Digits

    Internal

    Prompts

    Host Based Routing

    Applications/Call Types

    VDN 1001

    VDN 1002

    VDN 1003

    VDN 1004

    VDN 1005

    Call Flows

    Vector-----------------------

    Vector-----------------------

    Agent Groups

    S

    K

    I

    L

    L

    S

    Agents

  • 2011 Avaya Inc. All rights reserved. 55

    What is a Vector Directory Number (VDN)?

    It is a soft extension number that is part of an Avaya Communication Managers dial plan and is not assigned to a physical equipment location. It may be mapped to coincide with the digits dialed by a caller or sent to the switch

    (Avaya Media Server that is driven by Avaya Call Center Software and Avaya Communication Manager firmware) from one or more external networks are translated within the system as a VDN as in DNIS-VDN and/or DID-VDN. A specific dialed number that is a non-DID type trunk can also map directly to a VDN. Are typically assigned to different vectors for different services or applications that

    require specific treatments. Any number of VDNs can point to the same vector.

  • 2011 Avaya Inc. All rights reserved. 6

    Applications/Call Types

    VDN 1001

    VDN 1002

    VDN 1003

    VDN 1004

    VDN 1005

    Arriving Calls

    Trunk Groups

    DNIS Digits

    Internal

    Prompts

    Host Based Routing

    Agent Groups

    S

    K

    I

    L

    L

    S

    AgentsCall

    Flows

    Vector-----------------------

    Vector-----------------------

    Vector---------------

  • 2011 Avaya Inc. All rights reserved. 77

    What Is Call Vectoring?

    Vectoring is ifthenelse conditional programming logic. Could be thought of as call control tables or call routing tables. Provides a highly flexible approach for managing incoming call traffic to

    the switch. A series of user-defined commands. Vectors may be linked. Calls can be directed to on-network or off-network destinations, to ACD

    agents, or to various other treatments. Call Vectoring also can be used with CTI (Computer Telephony

    Integration) Interaction. Passing digits to an Interactive Voice Response via the

    converse-on step command Route Request to CTI applications

  • 2011 Avaya Inc. All rights reserved. 88

    Call Vectoring..

  • 2011 Avaya Inc. All rights reserved. 9

    Call Vectoring Applications

    Specify Call Handling Conditions Time-of- Day (TOD) Day-of-Week (DOW) Staffing Conditions Estimated Wait Time (EWT) Queued Calls Information Collected Holidays (Holiday Tables) Oldest Call In Queue Interflow-qpos [queue position as in

    First-In First-Out (FIFO)] Variables-in-Vectors VDN Variables

    Specify Call Handling Treatments Specify Caller Feedback

    Music-on-Delay, Announcements, Busy and Ringing

    Prompting Caller Specific Routing Decisions

    Vector Routing Tables Routing to local or distant destinations Queuing Priority Levels

    Top, High, Medium, and Low

  • 2011 Avaya Inc. All rights reserved. 10

    Arriving Calls

    Trunk Groups

    DNIS Digits

    Internal

    Prompts

    Host Based Routing

    Applications/Call Types

    VDN 1001

    VDN 1002

    VDN 1003

    VDN 1004

    VDN 1005

    Call Flows

    Vector-----------------------

    Vector-----------------------

    AgentsAgent

    Groups

    S

    K

    I

    L

    L

    S

  • 2011 Avaya Inc. All rights reserved. 1111

    Call and Agent Selection Methods

    Call selection methods are applied (used) when inbound ACD calls are in a skills queue meaning that they are in call surplus and a staffed (logged-in) agent becomes available (idle).Agent selection methods are used when one or more staffed

    agents are available (idle) to take an incoming ACD call upon its arrival to a skill.

  • 2011 Avaya Inc. All rights reserved. 1212

    Agent Surplus Selection Methods used with Avaya Expert Agent Selection (EAS)

    Most Idle Agent (MIA) Agent selection method that uses idle agent queue to determine which

    staffed agent to select when an inbound ACD call arrives. Prior to Avaya Call Center Software: Elite 3.0, an agents position in an

    idle agent queue can be controlled by a Communication Management based system-wide applicable setting:

    MIA (Most Idle Agent) Across Splits/Skills ACW (After Call Work) Agents Considered Idle

    Beginning with Avaya Call Center Software: Elite 3.0 both MIA Across Splits/Skills and ACW Agents Considered Idle can also be applied on a per agent basis thanks to the use of Call Center Options By Agent.

  • 2011 Avaya Inc. All rights reserved. 1313

    Agent Surplus Selection Methods used with EAS

    Least Occupied Agent (LOA) Agent selection method that uses agent occupancy, rather than simply

    their position in an idle agent queue, to determine which agent to select when an inbound ACD call arrives.

    Agent occupancy always considered across all on a staffed agents assigned skills.

    An inbound ACD call is directed to the agent with the lowest percentage (%) occupancy.

    Upon Agent Log-In, or the agents or returning from AUX (Auxiliary) Work, the staffed agent is assigned an average of similar agents occupancy levels.

    If an average agent cannot be determined, the default of 75% will be established so as to not foster occupancy imbalance.

  • 2011 Avaya Inc. All rights reserved. 14

    Communication Manager - Expert Agent SelectionSkills-Based Routing

    Allows classifying agents according to their specific skills (skill number) and rank them by ability or experience within each skill (skill level).

    Provides options for selecting among available agents with the same skill and skill level (Least Occupied vs. Most Idle).

    An agent can be assigned up to a maximum of 60 skills with each skill having 16 skill levels. Agents are assigned with operational

    skills, i.e. based on their call handling capabilities, not on their knowledge or proficiency.

    Up to 2,000 skills can be defined in Communication Manager.

    Caller calls for Banking Inquiry

    SL: 2

    SL: 5SL: 2

    Banking

    C.Card

    Agent A

    Banking

    Agent B

    Idle 20 seconds

    Idle 10 seconds

    On ACD calls for 100 mins since logging on

    On ACD calls for 75 mins since logging on

    Call Distribution Options with Expert Agent Selection

    Routing based on Skill Level

    TraditionalMost Idle Agent

    Promote agent fairnessand prevent agentburnout with LeastOccupied Agent

  • 2011 Avaya Inc. All rights reserved. 15

    AgentsArriving

    Calls

    Trunk Groups

    DNIS Digits

    Internal

    Prompts

    Host Based Routing

    Applications/Call Types

    VDN 1001

    VDN 1002

    VDN 1003

    VDN 1004

    VDN 1005

    Call Flows

    Vector-----------------------

    Vector-----------------------

    Agent Groups

    S

    K

    I

    L

    L

    S

  • 2011 Avaya Inc. All rights reserved. 1616

    Agents

    EAS (Expert Agent Selection) Agents are those ACD Login IDs that equate to extension (typically 3 to 7 digits in length) numbers without physical hardware that are included in a Communication Managers station numbering plan but not administered as stations. An Agents ACD Login ID is associated with a specific

    telephone only when the agent actually logs into that physicaltelephone. Skill assignment allows an ACD call to be directed to agents

    who are assigned particular skills and have the call tracked. A call to the EAS Login ID reaches the agent independent of the

    telephone that the agent is currently using. It is possible, via the use of Auto-Available Splits (AAS) to have

    Voice Response Unit ports be EAS agents so that they can befront-ended by vectoring and reported upon by BCMS, CMS or IQ.

  • 2011 Avaya Inc. All rights reserved. 1717

    Call Selection Methods apply only under Call Surplus Conditions (2 Call Handling Preferences)

    Skill Level (SL) Takes the highest priority queue level (downward from top, to high,

    to medium to low), oldest call waiting for the agents highest skill level (1-16, where 1 is the agents most primary skill level and 16 is the agents least primary skill level) call

    Greatest Need (GN) Takes the highest priority queue level (downward from top to high,

    to medium to low), oldest call waiting call across all skills

  • 2011 Avaya Inc. All rights reserved. 18

    Se

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