Avaya Contact Center Bedienungsanleitung PDF herunterladen (Seite 5)

Task List 5

Contact Center Set Up and Operation Guide

To change the rule length for a Caller Input Table ......................................................150

To change a Caller Input Rule.....................................................................................150

To delete a Caller Input rule ........................................................................................151

To clear a Caller Input Rule Table...............................................................................151

Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

To set the Answer Lines status ...................................................................................153

To configure a line .......................................................................................................154

To configure several lines............................................................................................155

Setting up Contact Center general properties . . . . . . . . . . . . . . . . . . . . . 157

To assign the Contact Center language ......................................................................158

To set up the general Contact Center properties ........................................................161

To generate the System Configuration Report ............................................................165

Monitoring Contact Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . 167

To set up Silent Monitor on Business Communications Manager ...............................168

To log on and monitor agent calls ...............................................................................169

To use Not Ready........................................................................................................174

To change your supervisor password..........................................................................175

Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

To create an Activity Code ..........................................................................................191

To change an Activity Code.........................................................................................192

To delete an Activity Code...........................................................................................192

To import a list of Activity Codes .................................................................................193

To set up or change Activity Code settings for an agent .............................................195

To set up or change Activity Codes for a skillset .........................................................195

Tips for operating Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Examples of Contact Center configurations . . . . . . . . . . . . . . . . . . . . . . 201

Troubleshooting Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

To reset the Operator password using CallPilot Manager...........................................221

To reset the Operator password using a phone ..........................................................222

To reset the Contact Center Administrator password..................................................222

To change a skillset mailbox CDN...............................................................................225

Contact Center Programming Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

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Avaya Contact Center Bedienungsanleitung Seite 5