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Transcript of Implementing Proactive Contact - Avaya Support .Proactive Contact system ... Proactive Agent...

  • Implementing Proactive Contact

    April 2008

  • Contents

    Notices........................................................................................................................................7

    Chapter 1: Deployment options..............................................................................................9Proactive Contact system................................................................................................................................9

    Proactive Contact stand-alone system..................................................................................................10Proactive Contact with PG230RM..................................................................................................................10

    Proactive Contact with PG230RM..........................................................................................................11Proactive Contact with CTI..............................................................................................................................12

    Proactive Contact with CTI diagram......................................................................................................12Deployment options features..........................................................................................................................13

    Features supported through Avaya PBX................................................................................................14Supported features with differences for CTI..........................................................................................15

    Proactive Contact with CTI or PG230RM pods..............................................................................................16PG230RM and CTI pods........................................................................................................................18

    Chapter 2: Preinstallation preparation..................................................................................19Performing a site inspection............................................................................................................................19Server hardware requirements........................................................................................................................20Client hardware and operating system software requirements......................................................................23Client software requirements..........................................................................................................................24

    Proactive Contact software architecture................................................................................................24Telephony requirements (CTI option)..............................................................................................................25

    Avaya PBXs and equipment supported..................................................................................................26PBX hardware options............................................................................................................................26CTI software supported..........................................................................................................................27PBX features required for Proactive Contact..........................................................................................27

    Chapter 3: Switch configuration............................................................................................29Establishing audio headset links....................................................................................................................29Configuring port assignments........................................................................................................................30Avaya Communication Manager for Proactive Contact with CTI....................................................................33

    Configuring a CTI link for Proactive Contact..........................................................................................34Configuring Proactive Contact features..................................................................................................35Configuring special information tones treatment....................................................................................36Configuring agent stations......................................................................................................................37Configuring vectors, VDNs, and wait queue announcements................................................................37Configuring automatic route selection for outbound calls......................................................................39Configuring hunt groups for Agent Blending (optional)..........................................................................39Configuring agent login IDs and skills for Agent Blending (optional)......................................................40Optional: Configuring vectors and VDNs for Agent Blending................................................................40Configuring phantom numbers and reason codes for Agent Blending (optional)..................................41

    Configuring Avaya Application Enablement Services server..........................................................................41Tips for configuring a CTI deployment............................................................................................................43Vector example, VDN 891..............................................................................................................................43Vector example, VDN 4986............................................................................................................................44Vector example, VDN 8901............................................................................................................................45

    Chapter 4: Install server operating system..........................................................................47Verifying -platform characteristics and software media..................................................................................47Installing the operating system........................................................................................................................47

    Completing the operating system installation........................................................................................49

    Implementing Proactive Contact April 2008 3

  • Verifying operating system installation..................................................................................................50

    Chapter 5: Proactive Contact installation............................................................................51Verifying installation environment....................................................................................................................51Installing Proactive Contact............................................................................................................................52Installing IVR..................................................................................................................................................54Installing the database....................................................................................................................................55Installing middle tier software..........................................................................................................................56Completing the Dialer installation....................................................................................................................57

    Chapter 6: Supported switch configurations for Agent Blending......................................59Agent Blending and Communication Manager................................................................................................59

    Communication Manager and Agent Blending......................................................................................59Setting up Communication Manager configuration for Agent Blending..................................................60Agents, calls, and logins for Communication Manager Agent Blending................................................61Configuring Communication Manager for Agent Blending....................................................................62

    Aspect CallCenter and Agent Blending..........................................................................................................63Aspect CallCenter and Agent Blending..................................................................................................63Setting up Aspect CallCenter configuration for Agent Blending............................................................64Configuring Agent Blending groups for Aspect CallCenter....................................................................65Agents, calls, events and logins for Aspect CallCenter for Agent Blending..........................................66Configuring Aspect CallCenter for Agent Blending................................................................................67

    Pinnacle Switch and Agent Blending..............................................................................................................71PINNACLE 5ESS and Agent Blending..................................................................................................71Agents, calls, and log ins for PINNACLE 5ESS and Agent Blending....................................................72Setting up PINNACLE 5ESS for Agent Blending...................................................................................