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Avaya Aura™ Call Center What’s New for Call Center 5.2 and 5.2.1

Release 5.2 and 5.2.1November 2009



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Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by anunauthorized party (for example, a person who is not a corporate employee,agent, subcontractor, or is not working on your company's behalf). Be awarethat there can be a risk of toll fraud associated with your system and that, if toll

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




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











What’s New for Avaya Aura™ Call Center 5.2 and 5.2.1 November 2009 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Other Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Associated application documentation . . . . . . . . . . . . . . . . . . . . . . . . 6

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Call Center 5.2 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Interruptible Aux work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Percentage Allocation Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Route Calls to Agents by Skill Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Multinational CPN Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Reporting Adjunct Release fields support latest releases . . . . . . . . . . . . . . . . 13

Call Center 5.2.1 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

CMS and Avaya IQ administration to change skills for Interruptible AUX agents. . . . 16

Expanded Dial Plan with CMS R16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Availability for up to 4 MIS links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Link holdover during duplicated Processor Ethernet exchange . . . . . . . . . . . . . 18

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Contents



Contents

4 What’s New for Avaya Aura™ Call Center 5.2 and 5.2.1 November 2009




Preface

This document presents the enhancements added for Avaya Aura™ Call Center Releases 5.2and 5.2.1.

This section contains the following topics:

● Purpose on page 5

● Audience on page 5

● Related documents on page 5

● Availability on page 6

Purpose

The purpose of this document is to describe the new features in Avaya Call Center 5.2 and5.2.1.

Audience

This guide is intended primarily for existing call center customers who are upgrading to AvayaCall Center 5.2 and 5.2.1.

Related documents

Call Center 5.2 and 5.2.1 include the following documentation:

● Other Call Center documents on page 6

● Associated application documentation on page 6



Preface


Note:Note: Call Center release 5.2.1 does not have a new set of documents separate from

the Call Center 5.2 release. 5.2 documentation is valid for the 5.2.1 release too.Call Center 5.2.1 enhancements are explained in this document only. See CallCenter 5.2.1 enhancements on page 15.

Other Call Center documents

These additional documents are issued for Avaya Call Center applications:

● Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent Selection Reference -Provides information on how to write, use, and troubleshoot vectors, which are commandsequences that process telephone calls in an Automatic Call Distribution (ACD)environment.

● Avaya Aura™ Call Center 5.2 Automatic Call Distribution Reference - Provides featuredescriptions and some implementation guidance for call center features.

● Avaya Communication Manager Call Center Software - Basic Call Management System(BCMS) Operations - Provides information on the use of the BCMS feature for ACDreporting.

● Avaya Business Advocate User Guide - Provides a general understanding of how AvayaBusiness Advocate can be used for call and agent selection.

● Avaya Call Management System Software Installation, Maintenance, and Troubleshooting Guide - provides the detailed procedures for installation, maintenance, andtroubleshooting of the Call Management System software

Associated application documentation

The most recent application documentation for Avaya Aura™ Communication Manager andAvaya Call Management System is available on the Avaya Support Web site: http://www.avaya.com/support.

Availability

Copies of Avaya Call Center documentation are available from the Avaya Support Web site:http://www.avaya.com/support.









Availability


Note:Note: Always visit the Avaya Support Web site to verify you have the latest version of

the Call Center documentation. Additional information about new software or hardware updates will be contained in future issues of this document. New issuesof this document will be placed on the Web site when available.



Preface





Call Center 5.2 enhancements

Avaya Call Center Release 5.2 offers new features and enhancements to the functionalityprovided by Call Center Release 5.0 and its successor Service Pack releases. This documentcontains an overview of the changes and additions in Call Center Release 5.2.

Each topic in this section contains references to the Call Center documents where detailedinformation is located.

This section includes the following topics:

● Interruptible Aux work on page 10

● Percentage Allocation Routing on page 11

● Route Calls to Agents by Skill Level on page 12

●

Multinational CPN Prefixes on page 13





Interruptible Aux work

If a skill’s designated service level is not met, unavailable EAS agents who are in Auxiliary(AUX) work mode and have an interruptible reason code can be made available. Using this

feature, for example, during the call volume spikes, you can use agents in Auxiliary (AUX) workmode to achieve the desired service level.

You can enable Interruptible Aux by:

● Setting the Interruptible Aux Threshold for any skill/hunt group to service-level-target

● Setting the Interruptible parameter on specific Reason Codes to 'y'

● Identifying interruptible agents by setting the Reserve Level (RL) field of an agent's skills toone of the "interruptible" values described below

When the service level threshold for an interruptible hunt group (skill) is exceeded, agents withthat interruptible skill who are in AUX with an interruptible reason code are notified that they areneeded. The notification consists of a display message ("You are needed"), flashing auto-inand/or manual-in buttons and an audible tone. Agents who move to an interruptible Aux modeafter the threshold is exceeded are also notified. The duration of notification to "Auto-In-Interrupt("forced interruptible")" agents is administrable using the Interruptible Aux Notification Timer (sec) field on page 13 of feature-related system-parameters form. Notification to "requested"agents continues until a further event, such as the agent becoming available or logging off,takes place or the service level threshold is no longer exceeded.

Auto-in-Interrupt ("forced interruptible") agents become available after the timer expires, exceptif they are on a non-ACD call, alerting, etc. A "forced" interruptible agent administered as AutoAnswer is treated as "requested interruptible," not forced. This prevents a situation in which acall is delivered and automatically answered by the endpoint but no one answers the caller.Manual-in-Interrupt and Notify-Interrupt (also referred to as "requested interruptible") agents are

notified but remain in AUX until they make themselves available. Agents who become availableafter being interrupted from AUX are made available for all of their skills, not just the one thatexceeded its service level threshold.

! Important:

Important: With this release the administration of agent skills for interruptible AUX is notsupported by Avaya CMS (R15 or earlier) or Avaya IQ (5.0 or earlier). The settingfor interruptible AUX type using the RL field can only be done usingCommunication Manager administration. Once interruptible AUX is defined for any of the agent's skills, CMS cannot display or change any skills for that agentusing the CMS Change Agent Skills window. This same interaction occurs with

Avaya IQ management of contact center preferences related to agents (queueand call handling assignments). All further skill/queue changes for those agentsthat have interruptible AUX assigned on the Agent Login ID screen must be doneusing switch administration. Please refer to the Communication Manager releasenotes and Product Support Notices on the Avaya Support Web site: http://www.avaya.com/support for late-breaking information about this feature.







Percentage Allocation Routing


Related topic

For more information, see the following:

● Interruptible Aux work in Avaya Aura™ Call Center 5.2 Automatic Call DistributionReference

● Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent Selection Reference

Percentage Allocation Routing

This feature allows you to distribute inbound calls for certain applications proportionally acrossdifferent local or remote resources or answering points using VDNs. Calls placed to a particular VDN with a Policy Routing Table (PRT) assigned instead of a vector will be routed among a listof destination VDNs based on target percentages. The list of destination (route-to) VDNs alongwith the desired target percentages is assigned using a new PRT screen. Up to 15 route-to

VDNs can be assigned on a PRT and up to 2,000 PRTs are available in the larger servers. TheVDN screen has been modified to support assigning a PRT number instead of a vector number for handling the calls to the VDN. This capability is available with the Communication Manager 5.2 software when the Call Center Software is upgraded to 5.0.

Percentage Allocation is useful for segmented call handling or outsourcing and optimizing callhandling in a multiple location enterprise. This feature offers a way to assure meeting servicelevel agreements.

A PRT can be assigned to multiple VDNs and there are no restrictions for the route-to VDNsother than they must be valid assigned VDNs. The PRT form shows the actual percentagedistribution and call counts when displayed in a working system.

An application example is a call center that uses one or more outsourcers in addition to its ownstaff. Each of the outsourcers has a different location-specific service agreement that specifiesthe percentage of the total calls that they are to receive. This application can then be served bysetting up a PRT form with a route-to VDN for each of the outsourcers along with one for thelocal staff. The desired percentage of the total calls is then assigned as the target percentagefor each of the route-to VDNs. For example, 20% for VDN1, 25% for VDN2, 45% for VDN3 and10% for VDN4. Each of the outsource VDNs will then have a vector assigned that contains aroute-to number command which routes to the phone number to reach the outsourcer callcenter. The vector assigned to the local staff VDN contains the usual wait treatment and queuecommands for handling the percentage of total calls that are to be routed to the local skill(s).

Related topics


● Policy Routing Table screen in Avaya Aura™ Call Center 5.2 Automatic Call DistributionReference





● Percentage Allocation Routing section in Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent Selection Reference

Route Calls to Agents by Skill Level

Under agent surplus conditions, this feature allows you to request selection of an agent with aparticular skill level. Using vector processing, you can apply skill level as well as skill (and other factors) in agent selection.

This additional call routing criterion can be specified by using the new optional skill levelpreference parameter in the “check skill” vector command.

Examples:

● check skill 6 pri h if available-agents > 2 pref-level 16 (prefer specific skill level 16: lowestlevel)

● check skill 6 pri h if available-agents > 2 pref-range 1 to 3 (prefer skill level range 1-3: best)

● check skill 6 pri h if available-agents > 0 all-levels (no skill level preference - existingbehavior)

The following scenario can help explain the usage of this functionality:

A customer decides that out of the 16 different skill levels that can be used to support Skill 5Widget, they prefer not to route calls to the most skilled agents (those at skill levels 1, 2, 3) butto the trainees, whose skill level is 10. If there are "Skill 5 Widget" agents available with skilllevel 10, the calls are routed to those agents. But if agents with skill level 10 are not available,the calls are routed to any agent that is available for skill 5. If there are no available agents for skill 5, the calls are queued, with low priority, to skill 5.

The following command will implement these preferences:

! Important:

Important: With this release the administration of skill level preference on the check stepcannot be done using Avaya CMS vector administration (R15 or earlier).Communication Manager administration will be required to add check steps withthe pref-level parameter and any vectors that contain these steps cannot beaccessed by CMS vector administration. Please refer to the CommunicationManager release notes and Product Support Notices on the Avaya Support Website: http://www.avaya.com/support for late-breaking information about thisfeature.

check skill 5 pri l if available-agents >0 pref-level 10

queue-to skill 5 pri l





Multinational CPN Prefixes


Related topics


● Reporting adjuncts in Avaya Aura™ Call Center 5.2 Automatic Call Distribution Reference

● Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent Selection Reference

Multinational CPN Prefixes

This enhancement extends multi-national calling party number (CPN) support to optionally passthe CPN prefix to VDNs, Vectors, and Vector Routing Tables, in addition to other areas of callprocessing. CPN prefixes can be used, for example, to differentiate between similar callingcodes of various cities and countries to unambiguously identify the source of a call. This allowsyou to prioritize and route calls more intelligently, such as by automatically routing calls fromGermany to a German speaking agent.

For instance, the country code for Germany and the city code for Padova, Italy, are the same(49). Although the calls from these two locations begin with the same digits, the prefix in amultinational CPN helps differentiate between local/national and international numbers. Thisallows Communication Manager to identify calls as national (NTL) or international (INTL). Thevalues, NTL and INTL, also appear on agent’s telephone. Accordingly, the agent can givepriority to international calls and save toll charges.

You can set up this feature for the whole system and, if required, override for a VDN.

Related topic

For more information, see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura™

Call Center 5.2 Call Vectoring and Expert Agent Selection Reference.

Reporting Adjunct Release fields support latest releases

The Reporting Adjunct Release fields on the feature related system parameters form nowsupport CMS releases R14.1 (adds SA9062 support) and CMS R15 as well as Avaya IQ 5.0.

Related topic

For more information, see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura™Call Center 5.2 Call Vectoring and Expert Agent Selection Reference.




Call Center 5.2.1 enhancements

Avaya Call Center Release 5.2.1 offers new features and enhancements to the functionalityprovided by Call Center Release 5.2 and its successor Service Pack releases. This sectioncontains an overview of the changes and additions in Call Center Release 5.2.1.

Note:Note: The Call Center release 5.2.1 does not have a new set of documents separate

from the Call Center 5.2 release. The 5.2 documentation is valid for the 5.2.1release too. The Call Center 5.2.1 enhancements are explained in this documentonly.

This section includes the following topics:

● CMS and Avaya IQ administration to change skills for Interruptible AUX agents on page 16

● Expanded Dial Plan with CMS R16 on page 17● Availability for up to 4 MIS links on page 17

● Link holdover during duplicated Processor Ethernet exchange on page 18





CMS and Avaya IQ administration to change skills for

Interruptible AUX agents

The initial release of Interruptible AUX in Avaya Aura™ Communication Manager 5.2 preventedCMS or Avaya IQ from administering skills for agents who were assigned interruptible AUXvalues in the Reserve Level (RL) field for one or more skills on their Agent LoginID form. CMScould not display or change any skills for the agent using the Change Agent Skills/Multi-AgentSkill Change window. Avaya IQ could not make changes using the contact center preferencesfor those agents. Agents could only have the skill changes done using Communication Manager administration of the Agent LoginID form.

With Communication Manager 5.2.1, you can now use CMS or Avaya IQ administration to makeskill changes for these agents, although CMS and Avaya IQ have not been revised tospecifically support the Interruptible AUX feature.

Prior to the introduction of the Interruptible Aux feature, a skill level could not be assigned if the

RL field was being used for Business Advocate. CMS uses an administration field called Levelfor either the skill level (1 - 16) or an Advocate RL value (1 or 2). With Interruptible Aux, the RLfield, when not used for an Advocate reserve level, is used to set the interruption type (a, m, or n) while the skill level is also set. Since CMS and Avaya IQ have not yet been revised, when anInterruptible Aux type is set for a skill, the Level field displays the skill level but not theInterruptible Aux type. If an administrator attempts to use CMS or Avaya IQ to enter anAdvocate reserve level in the Level field for a skill that has an Interruptible Aux value in the RLfield on Communication Manager, the following error message will be shown:

operation failed on the switch …

Administration operations are normal when Business Advocate is active and a reserve level (1or 2) is entered in the RL field or is being interacted with, that is, with no Interruptible Aux value

for the skill's Reserve Level field.

All other changes to skill entries are allowed.

Related topic


● Interruptible Aux work in Avaya Aura™ Call Center 5.2 Automatic Call DistributionReference

● Interruptible Aux work on page 10



Expanded Dial Plan with CMS R16


Expanded Dial Plan with CMS R16

CMS R16 now fully supports Expanded Dial Plan (EDP) for extensions up to 13 digits. EDPsupport was originally added to Communication Manager 4.0 but was only usable if CMS was

not connected to collect Call Center data. The only applications allowed to collect data in thisconfiguration were BCMS (Basic Call Management System) and Avaya IQ.

CMS R14.1 and R15 allowed permissive use of EDP (8 to 13 digit extensions) withCommunication Manager special application SA9062. However, VDN, physical phone, andagent extensions were truncated, limiting the extensions to 7 digits.

Communication Manager 5.2.1 now sends full EDP physical phone, VDN, and agent extensionsto CMS if the Call Center Release is 4.0 or later and the CMS release is R16 or later. Thesereleases are administered in the Reporting Adjunct Release field for CMS on theFeature-Related System Parameters form.

Availability for up to 4 MIS links

Special Application SA9090 allows you to use up to 4 MIS links for CMS connectivity. Thisspecial application allows up to 4 processor channels to be assigned as "mis" (CMS) links.Without the special application enabled, at most 2 links can be assigned as "mis" (CMS) linksand at most 2 links can be assigned as "ccr" (Avaya IQ) links. With this special application, thetotal number of applications is not increased; the maximum number of "ccr" applicationsremains at 2, and the total number of "mis" plus "ccr" applications remains at 4.

All CMS systems must be running the same SPI language as specified by the release entered

in the CMS and Avaya IQ fields on page 12 of the Feature-Related System Parameters form.Administer the configuration by setting the CMS release field to the release of the connectedCMS (all must be the same release or running the equivalent release) and then assign up to 4"mis" channels on the Processor Channel Assignment form.

Note:Note: With Communication Manager 5.2.1, Special Application SA9090 and other

special applications can now be enabled without a license upgrade using theSystem-Parameters Special-Applications administration form.

Related topics

For more information, see the following, Avaya Special Applications Feature Description postedon http://www.avaya.com/support.







Link holdover during duplicated Processor Ethernet

exchange

Prior to Communication Manager 5.2.1, when a CMS was connected to CommunicationManager using a Processor Ethernet port, a server interchange would cause the CMS link todrop and then reconnect to the Processor Ethernet port on the new active server (andsubsequently pump up).

With Communication Manager 5.2.1, the Processor Ethernet server interchange mechanismprocess has been enhanced to allow the CMS to detect the interchange and open a socket tothe new active server so that the link stays up. This eliminates the need to pump up the link.

This enhancement is available with Communication Manager 5.2.1 and CMS R16.

Note:Note: This enhancement is currently not available with Avaya IQ.




Index

Index

Numerical

4 MIS links . . . . . . . . . . . . . . . . . . . . 17

C

Call Center 5.2 enhancements . . . . . . . . . . . . 9

Call Center 5.2.1 enhancements . . . . . . . . . . 15

calling party number . . . . . . . . . . . . . . . . 13

Change Agent Skills window . . . . . . . . . . . . 16

CPN prefixes

multinational . . . . . . . . . . . . . . . . . . 13

D

Duplicated Processor Ethernet exchange

Link holdover . . . . . . . . . . . . . . . . . . 18

E

EDP . . . . . . . . . . . . . . . . . . . . . . . 17

Expanded Dial Plan . . . . . . . . . . . . . . . . 17

I

Interruptible AUX agents

CMS and Avaya IQ administrationchange skills . . . . . . . . . . . . . . . . 16

Interruptible Aux work . . . . . . . . . . . . . . . 10

L

Link holdover during duplicated Processor Ethernetexchange . . . . . . . . . . . . . . . . . . . . 18

M

MIS links . . . . . . . . . . . . . . . . . . . . . 17

Multinational CPN Prefixes . . . . . . . . . . . . . 13

P

Percentage Allocation Routing . . . . . . . . . . . .11

Preface . . . . . . . . . . . . . . . . . . . . . . . 5

audience . . . . . . . . . . . . . . . . . . . . . 5

availability . . . . . . . . . . . . . . . . . . . . 6

purpose. . . . . . . . . . . . . . . . . . . . . . 5

related documents. . . . . . . . . . . . . . . . . 5

associated application documentation . . . . . . 6

other Call Center documents . . . . . . . . . . 6

R

Reporting Adjunct Release fields . . . . . . . . . . 13

Reporting Adjunct Release fields support latest releases13

Route Calls to Agents by Skill Level . . . . . . . . . 12

S

SA9090 . . . . . . . . . . . . . . . . . . . . . . 17

Service level . . . . . . . . . . . . . . . . . . . . 10Skill Administration

Interruptible Aux agents . . . . . . . . . . . . . 16

Special Application SA9090 . . . . . . . . . . . . . 17

T

Threshold

Interruptible Aux. . . . . . . . . . . . . . . . . 10




Index

cc_whatsnew 5.2

Documents