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Avaya Proactive Contact 4.1 Overview March 2009
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Page 1: Avaya Proactive Contact 4.1 Overviewsupport.avaya.com/elmodocs2/PC/4.1/pc_overview.pdfindustry, Avaya Proactive Contact provides the maximum number of live customer connects. A superior

Avaya Proactive Contact 4.1 Overview

March 2009

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© 2009 Avaya Inc.

All Rights Reserved.

Notice

While reasonable efforts were made to ensure that the information inthis document was complete and accurate at the time of printing, AvayaInc. can assume no liability for any errors. Changes and corrections tothe information in this document might be incorporated in futurereleases.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, ordeletions to the original published version of this documentation unlesssuch modifications, additions, or deletions were performed by Avaya.Customer and/or End User agree to indemnify and hold harmlessAvaya, 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 documentationto the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linkedWeb sites referenced elsewhere within this documentation, and Avayadoes not necessarily endorse the products, services, or informationdescribed or offered within them. We cannot guarantee that these linkswill work all the time and we have no control over the availability of thelinked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to yoursales agreement to establish the terms of the limited warranty. Inaddition, Avaya’s standard warranty language, as well as informationregarding support for this product, while under warranty, is availablethrough the Avaya Support Web site: http://www.avaya.com/support

Licenses

USE OR INSTALLATION OF THE PRODUCT INDICATES THE ENDUSER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN ANDTHE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSETERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS,YOU MUST RETURN THE PRODUCT(S) TO THE POINT OFPURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUNDOR CREDIT.

Avaya grants End User a license within the scope of the license typesdescribed below. The applicable number of licenses and units ofcapacity for which the license is granted will be one (1), unless adifferent number of licenses or units of capacity is specified in theDocumentation or other materials available to End User. "DesignatedProcessor" means a single stand-alone computing device. "Server"means a Designated Processor that hosts a software application to beaccessed by multiple users. "Software" means the computer programsin object code, originally licensed by Avaya and ultimately utilized byEnd User, whether as stand-alone Products or pre-installed onHardware. "Hardware" means the standard hardware Products,originally sold by Avaya and ultimately utilized by End User.

Copyright

Except where expressly stated otherwise, the Product is protected bycopyright and other laws respecting proprietary rights. Unauthorizedreproduction, 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 Productmay contain software distributed under third party agreements ("ThirdParty Components"), which may contain terms that expand or limitrights to use certain portions of the Product ("Third Party Terms").Information identifying Third Party Components and the Third PartyTerms 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 systemby an unauthorized party (for example, a person who is not a corporateemployee, agent, subcontractor, or is not working on your company'sbehalf). Be aware that there can be a risk of toll fraud associated withyour system and that, if toll fraud occurs, it can result in substantialadditional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you needtechnical assistance or support, call Technical Service Center TollFraud Intervention Hotline at +1-800-643-2353 for the United Statesand Canada. For additional support telephone numbers, see the AvayaSupport Web site: http://support.avaya.com

Suspected security vulnerabilities with Avaya Products should bereported to Avaya by sending mail to: [email protected].

Trademarks

Avaya, the Avaya logo, one-X Portal, Avaya Communication Manager,Application Enablement Services, Modular Messaging, and MeetingExchange 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 SupportWeb site: http://www.avaya.com/support

Contact Avaya Support

Avaya Inc. provides a telephone number for you to use to reportproblems or to ask questions about your product. The supporttelephone number is 1-800-242-2121 in the United States. Foradditional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

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Contents

Chapter 1: Proactive Contact Overview..................................................................................5Avaya Proactive Contact Overview..................................................................................................................5Features............................................................................................................................................................6Configured features list....................................................................................................................................7Hardware components....................................................................................................................................11Supported platforms........................................................................................................................................12Agent screens................................................................................................................................................13Configure agent applications..........................................................................................................................13Inbound screens..............................................................................................................................................15Outbound screens..........................................................................................................................................15Internet Monitor..............................................................................................................................................15Middle-tier applications..................................................................................................................................15Supervisor Suite..............................................................................................................................................16

Analyst....................................................................................................................................................16Editor......................................................................................................................................................17Monitor....................................................................................................................................................18

Supervisor tools..............................................................................................................................................19System Reports..............................................................................................................................................19

Chapter 2: What's New in Avaya Proactive Contact 4.1......................................................21Role Editor......................................................................................................................................................21Editor..............................................................................................................................................................22QDTC2 card....................................................................................................................................................22AES Named Licenses....................................................................................................................................23

Index.........................................................................................................................................25

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Contents

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Chapter 1: Proactive Contact Overview

Avaya Proactive Contact OverviewTheAvaya Proactive Contact solution is a suite of hardware and software that enablesproactive and opportunistic management of customer relationships within a contact center.

Avaya Proactive Contact provides superior outbound and blended solutions for next generationcontact centers. Avaya Proactive Contact comes in two versions – hard dialer or large cabinetand soft dialer or CTI version.

The solution helps our customers to reach their customers at the lowest possible cost per call.Whether a calling mission requires inbound, outbound, or blended solution, Avaya ProactiveContact provides a robust, proven, and secure technology to meet the demands of a business.With one of the most accurate call detection capability and superior calling capacity in theindustry, Avaya Proactive Contact provides the maximum number of live customer connects.A superior call pacing algorithm ensures the automatic control of service levels, whichincreases agent productivity and results in significantly higher ROI than solutions fromcompetitors.

The Avaya Proactive Contact solution helps business meet multiple challenges. Today’scontact centers face multiple business challenges as identified by Frost and Sullivan:

• Provide better support and services to customers and increase the revenue stream.

• Free the business to focus on its core competencies, become more competitive andspend less time on contact center IT issues and upgrades.

• Take advantage of the latest contact center technologies to increase capabilities withminimal capital expense without worrying about obsolete features and functionality.

• Minimize operational cost while increasing agent efficiency.

The Avaya Proactive Contact solution helps our customers deliver on all of these challengesand additionally, help proactively reach end consumers with information they need and value.

The right set of features and technology, when successfully integrated with their businessprocesses, can help businesses achieve distinct competitive advantage over their competitors.Calling lists with advanced customer segmentation, combined with industry leading callclassification and high capacity dialing from the Avaya Proactive Contact solution, helps acontact center increase revenue and provide better support to the end customers. Thesefeatures and technologies also ensure that calls are delivered at the lowest possible cost percall at the highest possible agent efficiency. End-to-end professional service support fromAvaya frees businesses to focus on their core tasks. Well defined upgrade paths for ProactiveContact solution ensures that our customers get latest technologies.

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FeaturesThe following table describes the standard features provided with Proactive Contact.

Feature name Description

Detect the beep Leaves a message after detecting the last beep on ananswering machine.Unavailable with Proactive Contact with CTI.

Expert Calling Ratio Allows supervisors to control the dialing pace of a job.

Job Linking Use the Job Link feature to identify a job to startautomatically when the current job completes. When youlink a job, the system transfers agents to the next job asthe agents complete their last calls and release therecords. The system displays a message telling theagents that they are changing jobs.

Letter Generation Allows supervisors to create a list of customer data(names, addresses, and other record information) tocreate customized form letters from their calling lists.Letter Generation extracts the information, and thatinformation is exported locally. Once this information isgathered, supervisors can create a mail merge letter thatuses this information.

Line Pool Allows multiple jobs to share common line pools. This linepooling enable Proactive Contact to distribute lines toactive jobs.

List Distribution Helps you analyze the records in your outbound callinglist and creates reports that count the records in thecategories (or distributions) you set. List Distributionassists with job planning and analysis.

Managed Dialing Allows agents to preview a customer record beforecalling that customer.

PC Analysis Use this feature to create reports related job, agent, andcalling list information.

Record Edit Allows the supervisor to view, edit, or delete customerrecords on a calling list. The supervisor can specify datato locate the customer record and display it on the

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Feature name Description

Supervisor workstation where the supervisor can view,edit, or delete the record.This feature has two options: Standard Record Edit andQuick Search. Your system is configured with bothoptions unless otherwise requested.

Standard Record Edit Searches through a calling list from top to bottom basedon the values entered in one or more fields.Standard Record Edit is slower than Quick Search, but itaccepts field values that contain special characters suchas hyphens (-) and wildcard characters (*). It also allowssearches on multiple fields.

Quick Search Uses the value entered in a single field to locate a record.This field is the same field used by the system to indexyour calling lists. This field should be unique to eachrecord.Quick Search is a fast retrieval method that is used forlarge calling lists. It does not accept field values thatcontain special characters.

Screenbuilder Allows supervisors to design and modify agent screens.

Ziptones Indicates the sounds that Proactive Contact transmits tothe headset of an agent immediately before connectingthat agent with a customer.Define two ziptones during the specification process: onefor inbound calls and one for outbound calls. With adifferent ziptone for inbound and outbound calls, agentscan quickly determine by the sound whether they arehandling an inbound or an outbound call.

Configured features listThe following table describes the configured features provided with Proactive Contact.

Feature name Description

Agent Owned Recall(AOR)

Allows an agent to set a recall for a customer. The agentwho initially set the recall handles the call when the callis placed again.

ANI/DNIS Automatically displays the ANI (Automatic NumberIdentification) which is the number the customer is calling

Configured features list

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Feature name Description

from on inbound calls. This ANI display enables theinbound agent to see the phone number that thecustomer is calling from.The DNIS (Dialed Number Identification Service)displays the number the inbound caller dialed.

Autoplay Allows Proactive Contact to automatically deliver amessage when it detects that an answering machine haspicked up the line on the other end.During the process, if Proactive Contact detects that alive voice has answered the call, Proactive Contactpasses the call to an agent.

Completion Codes Identifies the results of a call. When a customer answersa phone call, Proactive Contact transfers the call to anagent. At the end of the call, the agent records itsoutcome by pressing an agent key associated with acompletion code.The completion code can be an agent-generated codethat you specified or a standard system completion code.If the system does not pass the call to an agent, ProactiveContact generates the completion code.Proactive Contact stores the completion codes and usesthem to select records for calling and reports. The systemidentifies completion codes by a code number, call result,and description.

• The call result is a short name that makes thecode easier for agents to identify.

• The description provides call center supervisorswith a more concise description.

Each system has one set of completion codes. Youspecify the agent generated codes to use in thespecification process.

Campaign Update Eliminates outbound calls to customers who havealready been in contact with an agent. If the customercalled into an inbound agent, the record is removed fromthe calling activities of the day.

Do Not Call List Maintains a list of records that Proactive Contact doesnot call during a job.

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Feature name Description

File Transfer andschedules

Identifies the information used by Proactive Contact totransfer data between the host and Proactive Contact.During the specification process, you identify thefollowing information:

• Time to start the data transfer, whether to retrytransfers when an attempt fails

• Time between each transfer attempt

• Time to stop transfer attempts

• Days to conduct the data transfer

• Type of transfer: download from the host toProactive Contact and upload from ProactiveContact to the host

• Calling lists to process

Infinite job Allows the system to append records to a calling listduring calling activities.

List Processing Occurs whenever a list is updated. Whenever a downloadoccurs, your system is configured to look at the callinglists and update or extract information from the callinglists. During list processing, supervisors can manipulateand update data on current calling from a previous list.

Native Voice and Datatransfer

Allows outbound or blend agents to transfer a call and itsassociated data to an available inbound or blend agent.Unavailable on Proactive Contact with CTI.

Record SpecificMessaging

Links outbound wait queue messages to selected criteriain calling list fields.During calling activities, Proactive Contact can playmessages specific to zip code, city, account type, or anyfield in the calling list.During the specification process, you specify themessages a customer hears while waiting in theoutbound wait queue.

Sales Verification This job feature uses a second calling campaign toconfirm sales or commitments obtained in a priorcampaign. This also allows you to choose the keysneeded to support a sales job in a sales verificationscenario. When Sales Verification is used, agents use aspecific code to release records that resulted in asuccessful sale. These records are automatically fed toa second verification job. In this job, each record is called

Configured features list

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Feature name Description

and a supervisor verifies that the person at the other endof the line agrees to a sale.

System wait queuemessages

Provides the messages that customers hear whilewaiting for an agent or when they call after businesshours.You can also create messages and assign them to agentkeys. When an agent presses the agent key, ProactiveContact plays the assigned messages.System wait queue messages are commonly strungtogether to create a script. When creating system waitqueue messages, create individual messages, and thenassign one or more of the messages to a message script.Also indicates the time (in seconds) Proactive Contactpauses between messages.The following example is a sample message script:

1. "Hold the line. I have a call for this number."

2. Pause for 5 seconds

3. "Sorry to keep you waiting. I’m still trying toconnect."

4. Pause for 5 seconds.

5. "Still trying to connect, continue to hold."

6. Pause for 5 seconds.

7. "Thank you for waiting. Sorry I could notconnect you. Try again later."

8. Proactive Contact disconnects the line.

VACANT A valid number that is not currently assigned to asubscriber.

Virtual agent Part of an agentless job. Its sole function is to deliveroutbound messages to customers.

Wait queues A holding area for calls the system cannot passimmediately to agents. Customers often hear systemmessages while waiting in a wait queue.

Wait queue indicators A message that appears on the screen of an agent whenProactive Contact passes a call from the wait queue tothe agent.Wait queue indicators can show the amount of time thatthe customer waited for the agent. Wait queue indicatorscan also show a brief message that the agent reads tothe customer. Base each indicator on how long

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Feature name Description

customers waited for an agent. An agent screen candisplay up to four wait queue indicators in one set.

Tip:When you define wait queue indicators, decide whether the agents will read these messagesto the customer or inform the agent of the information the customer received. If an agentreads the message to a customer, try to coordinate the text with the system messages thecustomer hears while waiting.

Hardware componentsThe following table lists the hardware components required for each implementation optionand indicates who provides the component:

Component AvayaProactiveContactSystem

AvayaProactive

Contact withPG230RM

AvayaProactive

Contact withCTI

Server Rack Cabinet Avaya Avaya Avaya

Digital switch Avaya Avaya Avaya

I/O Transition Module Avaya Avaya Avaya

System Controller (CPU) Avaya Avaya orCustomer

Avaya orCustomer

Maintenance Modem Avaya¹ Avaya¹ Avaya¹

Administrator console Customer Customer Customer

Console/Remote AccessServer

Avaya Customer Customer

Agent workstation Customer Customer Customer

Supervisor workstation Customer Customer Customer

Printers Customer Customer Customer

Uninterruptible PowerSupply (UPS)

Avaya Customer² Customer²

Hardware components

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Component AvayaProactiveContactSystem

AvayaProactive

Contact withPG230RM

AvayaProactive

Contact withCTI

Digital Data Storage (DDS)Tape Device

Avaya Avaya orCustomer

Customer

Disk Mirroring Avaya² Customer² Customer²

Ethernet Network Interface Avaya Customer Customer

1. Maintenance modems are included in the United States and Canada. Elsewhere, themaintenance modem must be provided by the customer or Avaya Business Partner.

2. Optional

Supported platformsSupported platforms requires the following browsers, databases, and operating systems. Referto the Avaya Support web site for the most current list of supported platforms. This productand its full set of features is supported on all the listed platforms.

Component Required platforms

Proactive Contact SystemServer

Hewlett-Packard DL385

Proactive Contact OperatingSystem

Redhat Enterprise Server 4.1 (RHEL ES 4.1)

Database Oracle 10g 32-bit

Runtime Software Crystal Reports 8.5

Supervisor Operating System Microsoft Windows XP (Current SP2)Microsoft Vista Enterprise Edition

Agent Desktop OperatingSystem

Microsoft Windows XP (Current SP2)Microsoft Vista Enterprise Edition

Internet Monitor Microsoft Internet Explorer 6.0 Service Pack 1

CTI Avaya Application Enablement Services (AEServices) 3.0, 3.1, 4.0, 4.1, and 4.2.

Digital Switches Avaya:Media server-S8400

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Component Required platforms

PG230RM

Interactive Voice Response(IVR)

Avaya IR 3.0 and above

Agent screensAgents view and enter customer information and record call results in fields on an agent screen.Proactive Contact stores the data entered in these fields.

During the specification process, design one or more character-based screens for outboundcalls and for inbound calls, if necessary. Each character-based screen can contain up to 78characters on a line and have 23 lines of text that consist of data fields. Use Screenbuilder toadd and modify character-based screens.

If your agent workstations run on Windows, you need to purchase the optional Agent API(Application Programming Interface) software to develop graphical-based screens. You alsoneed application development software for Visual Basic or C++ application development.

Inbound agent screens can also display the ANI field and the DNIS field.

Configure agent applicationsDuring the specification process, a representative from your company works with your Avayarepresentative to configure some of the Proactive Contact features for your call center.

This section describes those configured Proactive Contact features.

Agent KeysAgents use function keys to record call results and release phone lines. Agents can also usefunction keys to start actions such as:

• Playing a recorded message for a customer• Logging off the job• Switching screens

Agent screens

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Agent keys can be function keys, key combinations, or other programmable keys. You candesign one key set for all applications, or you can design multiple key sets.

During the specification process, define agent keys for the following functions and callcompletion codes:

• Standard functions (such as Get Record and Set Recall)• Standard call completion codes (such as NOANSWER)• Optional company-defined call completion codes (such as Left Message and Promise

to Pay)The following table describes the standard agent key functions:

Function Description

Release record Release the current record and request a new one.

Set Recall Schedule a callback at a specific time.

Manual Hangup Hang up the call without releasing the line so the agentcan place a manual call.Unavailable with Proactive Contact with CTI.

Manual Call Place a call. prompts the agent for a phone number.Unavailable with Avaya Proactive Contact with CTI.

Field Call Call the number that appears in a record field.

Transfer Call Transfer a call to another phone number.Unavailable with Proactive Contact with CTI.

Dial Ahead Call the customer shown on the screen. Enabledthrough the Managed Dialing user feature.

Logout Request to stop working in the current job.

Ear volume Control the volume in the ear piece of the headset.Not applicable to Proactive Contact with CTI becauseit is on the extension of the agent.

Mouth volume Control the volume in the mouthpiece of the headset.Not applicable to Proactive Contact with CTI becauseit is on the extension of the agent.

Go To Move between multiple screens.

Note:When you use a keyboard, assign a single key — such as a function key — for frequentlyused functions. Use multiple function key combinations such as Shift+F1 for functions usedless frequently.

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Inbound screensInbound screens are provided with the Proactive Contact System and Proactive Contact withPG230 options. They are unavailable on Proactive Contact with CTI.

On an inbound job, the agent receives an inbound screen. The agent then toggles to the hostscreen to update the customer information. Once the call is completed, the agent can useCampaign Update to update the outbound calling list. The agent uses the Cut Account Numberfunction key to copy and paste the account number to the Proactive Contact agent screen.The agent then releases the inbound record. The system searches for the account number inthe outbound calling list and marks the customer record as Do Not Call (uncallable).

Outbound screensAgents usually update customer records directly on the host screen. The Agent screencontains one or more fields that identify a customer record, for example, ACCTNUM orPHONE1.

On an outbound job, Proactive Contact fills these fields when the system connects a call. Thesystem uses the field data to retrieve and display the host record.

Internet MonitorYou can use Proactive Contact Internet Monitor to monitor job and agent activity on the system.If you have a network web server, you can allocate space (approximately 40 MB) for the systemto deliver system information via NFS mount. You can view the information from a network PCusing an internet browser (Netscape 2.0 or Microsoft Internet Explore 3.x or later). InternetMonitor transfers approximately 40 KB of data every 15 seconds.

Middle-tier applicationsMiddle-tier applications are components that provide different types of data services to theSupervisor applications. These data services relate to the following:

• Historical Reporting

• Exception/Alerts Monitoring

• Command and Control Services Integration for Supervisor

Inbound screens

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• Session Management

• Middle-tier Configuration Tools

• Real-Time Monitoring Hierarchy Editor

• Health and Services Monitor, Oracle client application

• Open Database Connectivity (ODBC) Services

Supervisor SuiteThe Supervisor Suite provide you with the tools to configure jobs, select records, define callingstrategies, and report on real-time and historical operations. Supervisor Suite include Monitor,Editor, Analyst, Health Manager, and Role Editor.

Related topics:Analyst on page 16Editor on page 17Monitor on page 18

AnalystProactive Contact stores historical information about agents, jobs, and various other statisticsafter jobs have ended. Analyst is a business and reporting tool used to measure call centerperformance. The Analyst application provides numerous reports to track information by agent,job, time-of-the-day, and other statistics.

Related topics:PC Analysis on page 16

PC Analysis

Use the PC Analysis tool to gather data from Avaya Proactive Contact to prepare reports andcharts. You can also mail merge letters (Letter Generator) and spreadsheets using yourpreferred PC software.

PC Analysis extracts data from the following sources:

• Job history

• Agent history

• Calling information statistics

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• Calling transactions statistics

• Calling list

PC Analysis extract data exampleThe following table shows the type of data that can be obtained from the extract sources.

Extract source Sample data extracted

Job history Job nameJob numberJob typeJob dateJob start timeJob end timeJob talk timeJob idle time

Agent history Job nameJob numberOperatorOperator dateOperator login timeOperator logout timeOperator talk timeOperator idle time

Calling information statistics Job numberCall dateCall release timeOperatorOperator type

Calling transaction statistics Job numberCall dateCall release timeTime in wait queueOperatorPhone lineCompletion codePhone numberRecall count

Calling list Data from any field on your calling list

EditorEditor includes sample phone strategies, record selections, and jobs that you can review toverify that they meet your campaign objectives. If a job does not meet your objectives, you can

Supervisor Suite

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modify its settings. Modifications to settings include creating or editing a phone strategy orrecord selection. You can also create a new job to handle other campaign goals.

Use Editor to perform the following tasks in a single-dialer or a multi-dialer pod environment:

• Create and start jobs

• Change record selection settings

• Edit phone strategies

• Set agent blending settings

• Create and manage wait queue messages and scripts

• Create and manage Calling List

• Create and manage Do Not Call Groups

• Create and manage Agent Keys

• Create and manage Schedules

• Create and manage Completion Codes

• Create and manage Campaign Templates

MonitorUse Monitor to identify system resource allocations, set alarms, observe job goals, and displayaspects of job productivity. You can also monitor system calling activities such as jobcompletion percentages and current agent statistics.

Using Monitor, you can create a complete set of customizable views that display only thosedata elements that you want to see. You can sort the information to further define the order inwhich the data elements are displayed. Most important, you can set the scope of the data bydialer, by supervisor, or by job. Custom views can be saved and reused at any time.

Monitor performs the following activities:

• Open a view set

• Set a job goal

• Select agents to view

• Choose dialers to include in views

• Find an agent

• Shut down a job

• Change job settings

• Link a job

• Reassign phone lines

• Send a messages to agents

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Supervisor toolsSupervisor Tools are accessed from the Tools menu in the Supervisor applications. Thefollowing table describes each Supervisor Tool and indicates the application from which eachtool is started:

Tool name Description Started from

Agent Blending Configures domains and domaingroups and view Automatic CallDistributor (ACD) statistics.

Monitor, Editor

HierarchyManager

Creates, views, or modifies agent,job, or dialer hierarchies.Analyst and Monitor use thehierarchy definitions to group datain a way that makes sense to yourbusiness.

Monitor, Analyst

PC AnalysisTelnet

Retrieves report data files from thedialer for external reporting

Analyst

System Telnet Provides access to the dialerthrough a Unix interface

Monitor, Editor, Analyst

System ReportsDuring the specification process, you can identify the columns and fields to be used in theProactive Contact system call list reports. The following table describes these reports:

Report name Description

Release Code Report This report contains customer information based onsystem and agent call completion codes. It can containup to 200 codes.System supervisors can generate a Release CodeReport for printing or viewing on the supervisorworkstation.

Days On Report While processing a download file, the system keepstrack of the number of times a record appears on thesame call list. The system flags any record downloaded

Supervisor tools

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Report name Description

for more than a specified number of consecutive days.These records are still eligible for calling.This report lists account information for records thatexceed the maximum number of days.

Reject Report While processing a download file, the system rejectsduplicate records and records with invalid phonenumbers.A phone number can be invalid for several reasons,including wrong length and missing or invalid area code.This report lists records that Proactive Contact rejectedfor calling.

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Chapter 2: What's New in Avaya ProactiveContact 4.1

Role EditorRole Editor is a new application for Avaya Proactive Contact 4.1. The Role Editor haspermissions associated with roles, and users are assigned to appropriate roles.

Predefined Roles: The default roles in Avaya Proactive Contact are Administrator,Supervisor, and Role Administrator.

The default user roleadm is the name of the Role Administrator role. You must change thepassword of this user. Avaya recommends that you create a user, assign Role Administratorpermission to that user, and delete the user roleadm.

Permission Types: There are two types of permissions: Operations and Access permissions.

Operations permissions are a fixed set of operations permissions that define what supervisorapplications can be run. Examples of these are permission to run Editor, or Monitor, or HealthManager.

Access permissions define what degree of control that an allowed operation has over itsmanaged resources. By default, there are a fixed set of access permission provided with thesystem:

• Read: Allows read-only access to a feature

• Job Control: Allows use of job control functions, where applicable. This can be addedto Read access, and is implicit in Write access.

• Write: Allows Read, Write, and Job control access to a feature. Write includes theability to create, update, and delete data or information.

The Read and Write access permissions are hierarchical. There is a basic Read permission,and a Write permission that includes Read permission. In a few cases, you can add Job Controlpermission to the Read access permission.

The Using Avaya Proactive Contact Supervisor guide explains roles, permissions, permissiontypes, using Role Editor, and scenarios for Role Editor.

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EditorThe Editor application includes the following content as new and updates:

Campaign Template: is a new feature which explains the overview, campaign templateenvironment, accessing campaign template, campaign template toolbar, using campaigntemplate, and scenarios.

Campaign Template provides the following advantages:

• Enhanced features which enhances efficiency and effectiveness for any contactcenter.

• Plan and set up any campaigns that can be run in future.• Respond rapidly to a new campaign request. This feature help you in creating and

deploying a wide range of campaigns quickly and smoothly.Secondary Staging: explains concept and overview of secondary staging, stages ofconfiguration files, types of configuration files, basic rules for working with configuration files,and scenarios.

Campaign Template is a new feature provided in the Editor application in Avaya ProactiveContact 4.1.

Campaign Template provides the following advantages:

• Enhanced features which enhances efficiency and effectiveness for any contactcenter.

• Plan and set up any campaigns that can be run in future.• Respond rapidly to a new campaign request. This feature help you in creating and

deploying a wide range of campaigns quickly and smoothly.

QDTC2 cardThe Quad Digital Trunk Card 2 (QDTC2) is RoHS compliant and includes lead-freecomponents. QDTC2 card can provide T1, E1, and all primary rates ISDN support (includingthe international versions of T1 and E1). You can configure the line impedances (75/120 Ohms)characteristics using the switch administration console.

The QDTC2 is used in the Digital Switch. The Digital Switch is used as the switching componentwithin the Avaya Proactive Contact system and the Avaya PG230 Proactive Contact Gateway.The QDTC2 provides four T1 or E1 spans per card for the PG230.

What's New in Avaya Proactive Contact 4.1

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AES Named LicensesApplication Enablement Services (AES) named licenses combines TSAPI basic and advancedlicenses. You will be able to get both TSAPI basic and advanced licenses together. You will nolonger need to purchase and manage complex set of licenses. Named Licensing is availablewith AES 4.2 and above.

AES Named Licenses

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What's New in Avaya Proactive Contact 4.1

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Index

AAES Named licenses ..................................................23agent applications

configure ..............................................................13Agent screens ............................................................13Analyst ........................................................................16

Ccampaign template .....................................................22

EEditor ..........................................................................17

description ............................................................17enhancement in Editor ..........................................22, 23

Ffeatures ........................................................................6features list ...................................................................7

Hhardware components ................................................11

I

Inbound screens .........................................................15internet monitor ..........................................................15

L

legal notices .................................................................2

M

Middle-tier applications ...............................................15monitor .......................................................................18

N

new feature in Role Editor ..........................................21notices, legal ................................................................2

O

Outbound screens ......................................................15

P

PC analysis ................................................................16Proactive Contact overview ..........................................5

Q

QDTC2 card ...............................................................22

S

supervisor applications ...............................................16Supervisor applications .........................................16, 17

Analyst .................................................................16supervisor suite ..........................................................16supervisor tools ..........................................................19supported platforms ....................................................12system reports ............................................................19

T

tool ..............................................................................16

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Index

26 Avaya Proactive Contact 4.1 Overview March 2009


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