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Norstar PRELUDE and CINPHONY ACD User Guide

1. 01 02 99 11 41 32 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Process Data Agent Reports Group Reports Line Reports I Destination Number DNIS DID Report Date Range 12 01 96 thru 61 01 99 Run Report Tine Range 00 00 thru 24 00 Dest Number Range 00 thru 9999999999 Exit Report Output Device LPT1 File Nane Press F2 DBL CLICK and select Output Device from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Report Field Column Definitions e DATE the From Thru Date Range for the data on this row o TIME the From Thru Time e CALLS RECEIVED number of ACD Calls distributed to Agents during the time period for the day e CALLS ANSWERED number of ACD Calls answered by Agents during the time period for the day e CALLS ABANDONED number of ACD Calls when the caller hung up before an Agent could answer the call e CALLS PICKED UP OR DISCONNECTED calls answered on a station set other than the original station set by the Norstar Pick up feature or calls disconnected by the Disconnect Routing Command e CALLS TRANSFERRED number of ACD Calls transferred by the TRANSFER TO LINE XFER LINK XFER CDR TABLE or VM
2. Add a Call Category Number and Description Update a Call Category Number and Description Delete a Call Category Number Record Follow this step to access the Call Categorization screen from the Configuration Menu 1 On the Configuration Menu highlight Call Categorization and press ENTER CLICK The Call Category Configuration screen will display 01702700 11 30 49 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Line Supervisor Call Category Configuration Category Number 100100 Description HARDWARE SERVICE Printer Wallboard Infocus Status Display Type in up to 12 numbers or press Fe DBL CLICK and select from list Follow these steps to add a Call Category Number and Description Category Number required field 1 Type in up to 12 numeric characters and press ENTER CLICK Highlight Description field Description optional field 2 Type in up 30 alphanumeric characters that describe the Call Category 3 When all screen information is complete press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save the Call Category configuration Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 67 Chapter 2 Configuration 68 Follow these steps to update a Call Category Number and Description 1 2 3 Type in Call Category Number and press ENTERI CLICK or Press F2 DBL CLICK highlight Categ
3. N 2 x t 2 N 3 x t 3 N 1 N 2 N 3 Calculation 5 x 40 2 x 36 1 x 34 5 2 1 Avg Time to Abandon 38 25 Seconds The Wallboard will display 0 38 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Infocus Status Display Configuration If you have installed Infocus Status Display for Windows 95 98 NT 2000 COM or LAN Add On you will need to configure Infocus Status Display for the following parameters Baud Rate for use with COM Port installation only COM Port for use with COM Port installation only Dynamic Data Rate for use with COM Port or LAN installation only Config Data Rate for use with COM Port or LAN installation only Name IP Address for use with LAN installation only Note This Address should not be changed TCP IP Port Number for use with LAN installation only Note This Port Number should only be changed when another application is using the same Port Number Follow these steps to configure Infocus Status Display 1 On the Configuration Menu highlight Status Display and press ENTER to display the Infocus Status Display Configuration screen 01702700 11 21 00 an CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Line Supervisor Infocus Status Display Configuration Baud Rate 19200 Save COM Port CoM 1 Dunamic Data Rate 2 Exit Config Data Rate 1 Name I
4. Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration If you do not provide a Priority value a default value of 5 will be provided Using the example above the line would be 1 Sales 24 5 2 Onthe CDR Configuration screen highlight the Import button and then press ENTER CLICK Type in the name of the CSV file to be imported and press ENTER The CDR information will be imported Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 59 Chapter 2 Configuration Supervisor Configuration 60 When all Agents and Groups have been configured you can configure the Supervisor s to manage these Groups and Agents There is 1 screen with 4 fields to complete when configuring a Supervisor Supervisor ID Supervisor s Name Supervisor s Password for ACD Register Group Assignment In this section steps are provided so you can perform the following tasks Access the Supervisor Configuration screen bd Add a Supervisor D Update existing Supervisor information Delete a Supervisor Follow this step to access the Supervisor Configuration screen from the Configuration Menu 1 On the Configuration Menu highlight Supervisor and press ENTER CLICK to select The Supervisor Configuration screen will display 01 02 99 11 26 57 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Supervisor Configuration ID Nane Passuord 9999 TEST SUPERVISOR
5. Password required field 2 Type in up to 10 alphanumeric characters for name or number 3 When you have completed entering a Password press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save the Password Follow the same steps if you want to continue to Password protect Follow these steps to update a Password 1 Press F2 DBL CLICK and select Menu item from list 2 Use editing keys to delete the old Password and then type in new Password 3 When completed Save this information Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 75 Chapter 2 Configuration Printer Configuration 76 A Printer is optional If shipped with the Applications Module it will be configured and ready to print ACD reports as soon as it is properly connected to the Applications Module If you decide to use a different Printer you must complete the information on the Printer Configuration screen This screen provides a list of Printers from which to select however if you enter in a Printer not on the list you will need to refer to the Printer manual for its codes In this section steps are provided so you can perform the following tasks Access the Printer Configuration screen Select a Printer from list Specify a Printer not on list Follow this step to access the Printer screen from the Configuration Menu 1 On the Configuration Menu highlight Printer and press ENTER CLICK to display the Printer Configuratio
6. Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Note Page Break on Line default is YES therefore each Line will print on its own page If NO Lines will follow on the same page and page breaks will occur normally Report Field Column Definitions e DATE the Date for the data on this row Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports TIME PERIOD 30 minute time periods within the From Thru Date range The time periods are in ascending order earliest to latest TOTAL CALLS number of calls received on the Line during the specified time period for the day TOTAL DURATION duration for all calls received on the Line during the time period for the day CALLS RECEIVED number of ACD Calls distributed to Agents during the time period for the day CALLS ANSWERED number of ACD Calls answered by Agents during the time period for the day ACD DURATION total amount of ACD Time during the time period for the day CALLS ABANDONED number of ACD Calls when the caller hung up before an Agent could answer the call ABANDONED DURATION length of time callers waited for Agents before hanging up the receiver during the time period for the day CALLS PICKED UP OR DISCONNECTED calls answered on a station set other than the original station set by the Norstar Pick up feature or calls disconnected by the Dis
7. The Supervisor can either listen to the call or press the JOIN softkey to converse with Agent and caller If you press the JOIN softkey the next message to display Monitoring xxxx LEAVE EXIT To return to Monitoring press the LEAVE softkey To stop monitoring press the EXIT Rls HOLD or Feature Key The Date and Time message will display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 107 Chapter 3 Using Norstar Sets Error Messages No active call Agent is not on a call Not authorized Cannot monitor this Agent Register first Supervisor must register before monitoring a call Monitor stopped b Agent has disconnected call while being monitored Monitor denied 108 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Agent is already being monitored or is recording a call Not logged in Supervisor enters wrong Agent ID or ID not logged in and tries to silent monitor call Not supported Norstar does not support Silent Monitoring Play Call Notes Calls that are recorded are assigned a number by ACD These numbers are displayed on the Recorded Calls Maintenance screen under the System Maintenance Menu Select Feature Codes on the Main Menu to view the Feature Code that Norstar assigned to Play Call Follow these steps to play back an Agent s Recorded Call 1 Press the Play Call Key or press the Feature Key an
8. ten minutes or longer Rules for Average QTime and Expected QTime Announcements e Ifacall takes longer to answer than 10 minutes Announcement 253 User Recorded or 279 Pre Recorded will always play Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 199 Chapter 9 Appendices 200 The first caller in the routing period will receive Announcement 243 one minute User Recorded or 269 one minute Pre recorded because Average Time to Answer cannot be calculated for one call If the AVERAGE QTIME ANNOUNCEMENT or EXPECTED QTIME ANNOUNCEMENT is repeated in a Routing Table and the recording of the time in minutes is greater than or equal to the last recording of the time in minutes the next AVERAGE QTIME ANNOUNCEMENT or EXPECTED QTIME ANNOUNCEMENT will not play until the time in minutes is less than the previous AVERAGE QTIME ANNOUNCEMENT or EXPECTED QTIME ANNOUNCEMENT The call will in this event be routed to the next Command Example Routing Step 3 is AVERAGE QTIME ANNOUNCEMENT and the time is 5 minutes Step 4 is a DISTRIBUTE for 30 seconds Step 5is a GO TO Step 3 If the AVERAGE QTIME is 5 or more minutes the next time the call reaches this command the announcement will be ignored and the call will reach the DISTRIBUTE Command This call for example would remain in this loop between DISTRIBUTE and GO TO Step 3 until the call is answered or the time in minutes is less than 5 for the AVERAGE QTIME It is advisable t
9. 11 23 00 11 25 26 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Route Order Configuration Route Order DEST NUM Destina Origina Save Exit Caller Call Categorization System Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Press F2 DBL CLICK and select Route Order type from list 2 Press F2 DBL CLICK and select either Line ORIG NUM DEST NUM ORIG DEST or DEST ORIG 3 When all screen information is completed press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to save this configuration 44 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Then select Update Configuration on the Configuration Menu to activate or schedule the update of these configuration changes Line Configuration There is 1 screen with 6 fields to complete when configuring a Line db Line Line Description Routing Group Priority Delay In this section steps are provided so you can perform the following tasks Access the Line Configuration screen bd Add a Line and Description select Routing select Group or CDR Table prioritize the Line and specify if the Line should delay Yes or No Notes When you assign a Group to a Line it becomes an ACD Line When you prioritize a Line you give a priority number to the line that becomes
10. Calls Answered total number of calls answered by each Group Average Time To Answer average length of time MM SS each Group of Agents answer calls during current routing cycle Calls Abandoned total number of calls abandoned during current routing cycle Average Time To Abandon average length of time MM SS a caller waited in queue before hanging up This average is for Group s current routing cycle Calls Disconnected the number of times calls were disconnected for each Group manually and by the DISCONNECT Routing Command gt Calls Transferred the number of times calls were transferred for each Group by the TRANSFER TO GROUP LINE XFER LINK XFER CDR TABLE or VMAIL XFER Routing Commands Voice Port States At the bottom of the screen the current state of each of the 32 Voice Ports is displayed There are 8 Voice Port states Config Voice Port is currently being configured If Voice Port is connected this state will change to IDLE if not this state will change to UNUSED Idle available but not active Recording a call or an announcement Playing a recorded call or a recorded announcement Waiting in use but holding for user intervention preparing to play an announcement or for an ATA to clear Initing port is trying to reset from an error that occurred Disabled not in use due to failure Unused not connected In this section steps are provided so you can perform the following t
11. Index E EDIT softkey 90 Emergency Configuration 63 Emergency Routing 102 115 EMERGENCY ROUTING 126 Emergency Routing Feature Code 115 Emergency Routing Key 115 116 END TIME 149 Exception Group 55 57 58 Execute 181 182 Export 174 Export Data 167 173 Export Data Record Formats 197 Export File 164 F Feature button 87 Feature Codes 87 120 Features Codes 125 Field Name 197 Field Number 197 File Name 131 First Name 28 flash speeds 70 Force Categorization 30 98 FORCED ANNOUNCEMENT 37 Forced Categorization 68 Form Feed 78 Format 79 From and Thru Ranges 131 From Thru Rules 131 Full Handsfree 93 G GO TO STEP 35 37 Group 45 47 48 50 52 54 59 63 GROUP 35 37 149 Group Assignment 61 62 Group Configuration 30 Group Description 63 Group Number 30 31 Group Overflow Report 129 140 142 Group Profile Report 129 140 Group Reports 129 Group Status Display 120 121 Group Description 63 Group s Statistics 80 H Handset 93 Handsfree Mute Key 93 230 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Index Headset 93 Help 88 95 HELP 125 Help Feature Code 96 Help from the Supervisor 95 Help Key 96 HOLD 134 136 HTML 131 164 HTML completion 132 ICLID 52 ICLID Delay 45 47 ICLID Delay Time 70 72 ID 27 61 Idle 121 123 Include Groups 158 Incoming 121 INCOMING CALLS 134 136 145 147 INC
12. Status Configuration Reports Maintenance ACD Control DOS She11 I l Feature Codes Display Agent Functions Feature Code Supervisor Functions Feature Code LOGIN 903 REGISTER 309 UNAVAILABLE 904 RETRIEVE MESSAGES 910 CANCEL WRAP 905 ANNOUNCEMENT MAINTENANCE 911 HELP 906 MONITOR CALL 912 CATEGORIZE 907 PLAY CALL 913 RECORD CALL 908 EMERGENCY ROUTING 914 CALLS QUEUED 918 GROUP STATUS 923 Exit Press ENTER CLICK to return to Status Menu 2 Press ESC to exit this screen There are 7 Agent Functions and 6 Supervisor Functions that can be performed on the Station Sets depending on the ACD Level Group Status listed under Supervisor Functions can be used by Agents or Supervisors Announcement Maintenance listed under Supervisor Functions becomes an Agent Function if you are using PRELUDE ACD To use a Feature Code e Press the Feature button on your Station Set e Type in the Feature s 3 digit code to perform the function You can program Feature Codes into the Memory Keys for the T7316 M7310 M7324 M7410 T7208 and M7208 Station Sets You then need only to press the assigned Memory Key to perform the Feature Refer to the Norstar Station Set documentation for directions on programming memory keys In PRELUDE Supervisor Functions are not available therefore only the Agent Functions will display on the screen Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 85 Chapter 3 Using Norstar Sets
13. Agent Functions You can perform the following Agent Functions 86 Login The system is notified that an Agent is ready to receive ACD Calls Unavailable The Agent is still logged in but is not receiving ACD Calls at this time Cancel Wrap Enables the Agent to eliminate the specified length of time needed to wrap up the last call and become available to receive an ACD Call Help This Function is only available for CINPHONY amp II Levels Agent requests help from the Supervisor Calls Queued Agent can display the number of calls in queue and the duration of the longest call in queue for each Group into which the Agent has logged Categorize At the end of a call Agent enters a tracking code or category for each ACD Call If Force Categorization is set to YES then the Agent will be prompted to enter code after the call if NO then Agent must remember to enter the code after the call Record Call When a call is answered it can be recorded using this feature however the recording is terminated if any key on the Station Set is pressed Announcement Maintenance Announcement Maintenance is an agent Function when you are using PRELUDE ACD For CINPHONY Levels and Il it is a Supervisor Function There is a recommended layout for these Functions for each Station Set Notes Login Unavailable and Record Call should be positioned along the Indicator LCD The remaining functions can be positioned on the memory or du
14. DELAY ANSWER duration must be greater than the PRI ICLID Delay Time specified in System Wide Parameters DEST NUMBER a call arriving on this line with DNIS or DID will be sent to the Group configured through Destination Number Configuration DNIS DID ORIG DEST a call arriving on this line with both Originating Number and Destination Number will be sent to the Group configured through Originating Number Configuration ANI ICLID If Originating Number is not sent Destination Number Routing is followed DEST ORIG a call arriving on this line with both Destination Number and Originating Number will be sent to the Group configured through Destination Number Configuration DNIS DID If Destination Number is not sent Originating Number Routing is followed Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration CDR TABLE a call arriving on this line will be sent to the CDR Table Caller Directed Routing Notes Make sure that the CDR Table has been previously configured Refer to Caller Directed Routing Number Configuration found under Line Configuration If you are specifying Originating Number or Destination Number or both make sure Originating ANIICLID and or Destination DNIS DID numbers have been configured Refer to Originating Number Configuration ANI ICLID and or Destination Number Configuration DNIS DID screens If ORIG DEST ORIG DEST or DEST ORIG is specified and nothing has been configured
15. Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 189 Chapter 9 Appendices Problem If you have been using ACD and then receive a message Invalid Verification Key Solution The ACD Security Key or port to which it is connected has a problem Call Technical Support immediately They will provide a temporary Verification Key and resolve the Security Key problem Appendix 3 Export Data Record Formats 190 A Comma Delimited ASCII File displays data fields between quotation marks and separated by commas See example below each Table On the following pages there are 4 Data Export Records b Agent Records Categorization Record Busy Period Record bd Call Record For each of these Record Tables there are 3 columns e Field Number e Field Name e Notes length of specified fields or field specifications These tables reflect the formats for CINPHONY Level Il Differences for PRELUDE and CINPHONY II will be noted Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices Agent Record Each Record corresponds to a single login logout period for a single Agent FieldNumber FisidWame fhos d Pr PAGENT ncicates an Agent Record _ Sant Fst Name to 75 alphanumeric charactors Logout Type Indicates how the login logout period ended ACTIVE logged in at period s end AUTO logged out by ACD MANUAL logged out normally 7 Unavailable Duration Duration in s
16. 3 position 0 Number of Agents currently Unavailable 4 position Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 79 Chapter 2 Configuration 80 Norstar Applications Module only Calculations Formula and Examples The System average times will be calculated as follows t sys 2 N grp x t qgrp N sys Where sys and grp indicate System and Group quantities N is the number of answered abandoned calls t is the average time to answer abandon and the summation is over all groups Example 1 Answered Calls Group Total Calls Answered Time to Answer selected N grp t grp Group1 1 100calls calls 25seconds seconds Ean 2 E calls a o seconds Average Time to Answer Calls for Selected Groups Formula N 1 x t 1 N 2 x t 2 N 3 x t 3 N 1 N 2 N 3 Calculation 100 x 25 50 x 32 25 x 41 100 50 25 Avg Time to Answer 29 28 Seconds The Wallboard will display 0 29 Note Ifyou selected YES CALC ALL GROUPS but only selected 2 out of 3 Groups for example the Avg Time to Answer and Avg Time to Abandon is still calculated over all Groups If you selected YES CALC SELECTED GRPS the Avg Time to Answer and Avg Time to Abandon is only calculated for the selected Groups Example 2 Abandoned Calls Group Total Calls Abandoned Time to Abandon selected N grp t grp Average Time to Abandon Calls for Selected Groups Formula N 1 x t 1
17. Amount of time spent on ACD Calls and how that time was spent conversation wrap time etc Amount of time spent on ACD Calls for each Group Number of calls answered Number of times Supervisor help was requested from Agents in the Group Follow this step to Run Report for all data in database to Output Device Main Menu 1 Access the Agent Profile By Group Report screen Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 131 Chapter 5 Reports 01 02 99 11 36 20 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Process Data Agent Reports Agent Profile Agent Profile By Group Report Date Range 12701798 thru 01701799 Run Report Agent Range 101 thru 9999 Exit Report Page Break on Agent NO D YES Report Method DURATION J PERCENT Duration Format HHH MM 53 C C Output Device File Name Press F2 DBL CLICK highlight Duration Format and press ENTER CLICK 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Notes Page Break on Agent ID default is YES therefore each Agent Profile by Group will print on its own page unless changed to NO Agent data will print consecutively with normal page breaks You can generate
18. BKSP and EXIT RIs A Logout message will display for a few moments before the Date and Time message displays Error Messages Logout aborted Agent stopped logout by pressing the EXIT key or the RIs button or was timed out 15 seconds End call first Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 91 Chapter 3 Using Norstar Sets Agent tried to logout when on a call Unavailable Note Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Unavailable It is recommended that you program the Unavailable Feature Code to a memory key and label that key with the Unavailable key cap Once programmed the indicator light will display on the LCD beside the Unavailable Key Follow this step to make an Agent Unavailable to receive calls 1 Press the Unavailable Key or press the Feature Key and type in the Unavailable Feature Code 3 digits The next message to display for 5 seconds Unavailable The next message to display is Date and Time The Indicator arrow for Unavailable Key displays if it was programmed Note An Agent cannot go Unavailable if a Station Set is ringing Repeat the same step to become Available An Available message will display for a few moments before the Date and Time message displays The Indicator arrow for the Unavailable Key is extinguished if it was programmed Note If you try to go Unavailable during a call you will not be allowed however
19. Group 1 s operating hours may be 9 00 am to 5 00 pm Monday through Friday ACD checks the time of day to determine whether the call should be handled by the Day Routing Command Table or the Night Routing Command Table Executes Routing Commands Day and Night Routing Command Tables direct the call through sequential commands Commands include ALERT ANNOUNCEMENT AUTO ATTD AVERAGE QTIME ANNOUNCEMENT CDR TABLE DELAY ANSWER DISCONNECT DISTRIBUTE EXPECTED QTIME ANNOUNCEMENT FORCED ANNOUNCEMENT GO TO STEP GROUP INCREASE PRIORITY LINE XFER LINK XFER 8 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 1 Overview NO ANSWER SET PRIORITY TRANSFER TO VMAIL XFER When the Routing Commands are configured they are listed in the sequence order each call will be routed The following sample Day Routing Command Table delays the answering of the call for 10 seconds plays announcement 1 distributes the call for 5 seconds plays announcement 2 distributes the call for 15 seconds plays announcement 3 returns to step 4 and repeats until call is answered m DELAY ANSWER o 02 ANNOUNCEMENT o s osmem fos o ANNOUNCEMENT fs posme fo 0e ANNOUNCEMENTS m onse p The following sample Night Command Routing Table forces Announcement 8 to inform the caller that business hours are over and then disconnects the call STEP Night Command o f rorceo anne o o posone Checks Group Ov
20. Line Supervisor Emergency Recorded Announcement Voice Ports Call Categorization System Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Press ENTER CLICK to display Agent Configuration screen In this section steps are provided so you can perform the following tasks Activate updates to configuration immediately Schedule updates to configuration to occur at a later time 24 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Follow these steps to activate updates to configuration 1 On the Configuration Menu highlight Update Configuration and press ENTER CLICK The Update Configuration screen will display 01 08 00 9 15 51 am CIMNPHONY 112233 19 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shel1 Update Configuration Last Reconfigured 01705700 03 02 pm Activate Changes Schedule Changes Menu Password Printer Wallboard Infocus Status Display Press ENTER CLICK to return to Configuration Menu ESC or Alt X also exits 2 Highlight Activate Changes button and press ENTER CLICK or press ALT A As changes are activated this message will display Configuration changes will now take effect You will be returned to the Configuration Menu Follow these steps to schedule updates to configuration 1 On the Configuration Menu highlight Update Configuration and press ENTER CLI
21. Note If all Ports are busy and you want to send the call to the Routing Table remember that the Voice Ports may still be in use therefore an ANNOUNCEMENT Command in the Routing Table will hold the call until a Port is available Follow this step to select the information you want to display on all of the Agents Station Sets Group DNIS DID Description CDR Number CDR Number Description 1 Use the cursor keys to highlight either the Group DNIS DID Description CDR Number or CDR Number Description checkbox and then press ENTER to checkmark Or click on the checkbox to checkmark If no selection is made Group is the default There are 4 types of configurations possible to help you make your selection e Group is default When an ACD call has not been routed by Destination Number Configuration DNIS DID or Caller Directed Routing Number Configuration CDR the Group to where the call was routed will display on the Station Set e Select Group or DNIS DID Description When an ACD call is routed by Destination Number Configuration DNIS DID to a Group e Select Group DNIS DID Description CDR Number or CDR Description When an ACD call is routed by Destination Number Configuration DNIS DID to the CDR Table e Select Group CDR Number or CDR Description When an ACD call is routed by Caller Directed Routing Number Configuration CDR to the CDR Table Duration 2 Type in the length of time format mm ss you want Group D
22. Refer to the Wallboard Configuration section in this Guide for more details formulas and examples Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Index Index CALLS 143 TIME BUSY 145 147 HTM 129 A Abandoned 79 ABANDONED 154 156 Abandoned Call Report 153 ABANDONED DURATION 145 147 Abandoned Report 129 157 About ACD 120 126 ACD 121 123 ACD Group 121 ACD Group xx 121 ACD Agent Login Logout 201 ACD Call Profile Detail Report 129 153 ACD Call Profile Summary Report 129 153 155 ACD Conference 121 ACD Control 76 181 ACD COUNT and PERCENT Reports 156 ACD DURATION 134 136 145 147 ACD Held 121 ACD Level 126 ACD LOGIN 185 ACD Security Key 15 ACD TIME TOTAL DURATION 135 136 ACD Version 126 Activate 181 182 Activate Changes 25 74 Add a Description 65 Add On 35 37 70 79 82 98 129 170 Add Ons 8 12 126 Agent Configuration 27 Agent Functions 87 125 Agent ID Number 89 Agent Messages 190 Agent Profile by Group Report 129 133 Agent Profile Report 129 133 Agent Records 197 Agent Reports 129 Agent Selection 27 30 39 Agent Status 120 AGENT EXP 173 ALERT 34 ALTERNATE GROUP 138 226 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide ANI 52 ANI ICLID 157 ANI ICLID Number 52 53 ANNC MAINT Key 107 108 ANNOUNCEMENT 35 Announcement File 164 Announcement Maintenance 88 102 107 ANNOUNCEMENT MAINTENA
23. S parameter hangs up an ACD Call they will remain in an unavailable status Manually Logout Agents Follow these steps to logout Agent 0001 1 DOS Shell or Quit ACD and return to DOS C CINPHONY gt 2 After the CINPHONY Directory type in ACDLOGIN press the Spacebar once type in Agent s ID or Non Agent s ID press the Spacebar type in the letters LO for logout Then press ENTER to complete logout command line Example C CINPHONY gt ACDLOGIN 0001 LO lt ENTER gt Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 195 Chapter 9 Appendices Automatically login Agents using EXTERNAL BAT file In this exercise only one example will be used for login however if you want to use any other combination of login refer to the examples provided previously Follow these steps to login Agents 0001 0002 0003 and 0004 in all Groups to which Agent is assigned and who will be available at the start to take calls 1 Select DOS Shell from the ACD Main Menu to display the CINPHONY Prompt C CINPHONY gt 2 At this prompt type in EDIT press the Spacebar type in EXTERNAL BAT and press ENTER The external bat file will display blank text editor file Then type in the following command lines as an example ACDLOGIN 0001 230 ALL A ACDLOGIN 0002 231 ALL A ACDLOGIN 0003 232 ALL A ACDLOGIN 0004 233 ALL A 3 When completed Save this file You will be returned to the CINPHONY Directory prompt At this prompt type in Ex
24. atol aiino A A eres ae tetera di beet ns Suaeiaaws sted A Seneeedes ees edrabeaeactucheesered 174 CHAPTER 6 DOS SHELL jisi aiian oaao aaaea a aaa a aeann aa Ipa oaa aaa a Aaaa Eoia anaE aSa EERE Enpa 177 BIORE isc E aa E E A E eathsd ssusuiuent en wdstvanstbedape 178 CHAPTER 9 APPENDICES acces espe ese ccs ect a sea seat nw ee nnnnnnnnnn nnmnnn nnmnnn nnen 179 Appendix 1 Supervisor and Agent Messages 2 cccccesecesseeneeeeeeeeeeeeseeeeeeeee enn eeaeeeseeeeeseasseaneeseeeeeeseeeenseseeeeeas 180 Appendix 2 Troubleshooting r rra e aa se ects a aE aaa a aa raa a be p a anar aN E aa a aaa e aaeoa 189 Appendix 3 Export Data Record Formats ccccceceseeeeceeceeeeeeeeeseaneeeeeeeee ena eeaeeeeeseeesensseaneeseeeeeeseaneeeeseeeeens 190 Appendix 4 ACD Agent Login LOQOUL cccessescceeeeeeeeesneeeeeeeeeeeeeeeeeeseeeeseaeseeeseaeseseseaeseseseaeseseseaeeeeseanseeeeeeaes 194 Appendix 5 Tps and H N S aa T ree ea a a ves a Are a eaa aaa eE aaa e SEEE eaaa a an a A a E aaa EE i 196 Appendix 6 Virt al Modem esiceccececcecitisnces eenaa aa aa a eme a kde aae eaaa a a aAA a aeaaee Ea aaea a ra aeaa Eria eea aaao t ET kdeeees 198 Appendix 7 Average amp Expected QTime Announcements sssssssssesnununnrrnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nnmnnn nnne 198 GLOSSARY A EE E 201 INDEX acess a re a a et ts AE ra e a 225 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 5 Table of Contents Norstar PRELUDE and CINPHONY ACD 3 6
25. update or delete a Supervisor When adding or updating a Supervisor you must enter a Name for the Supervisor Night Commands On the Routing subscreen Group Configuration you can add or delete Routing Commands on the Night Routing Table These commands will become effective when Day Routing Hours have concluded No Answer On the Routing subscreen Group Configuration you can use this Routing Command as a step to have a call continue to ring until the caller hangs up No entry is required in Value field Non ACD Line A Non ACD Line is any line that has not been assigned to a Group in ACD as an ACD Line On the Line List configuration screen you can specify which lines will be ACD Lines ACD Lines can be displayed in ACD and assigned a priority in case a call is transferred into a Group Normal Print Codes On the Printer Configuration screen you can specify the codes for normal default print codes 80 column mode for a printer not on the list of printers F2 list These codes are found in your printer manual Norstar Station Sets Refer to this Glossary for more information on models M7208 M7310 M7410 and M7324 Also refer to the Using Norstar Sets chapter for more details and diagrams Number Recorded Announcement On the Recorded Announcement Configuration screen you can add or update a description for the existing Recorded Announcements O Off Line On the ACD Control Menu you can select Off Line to use ACD
26. you can select from a list of 6 Main Menu selections to assign a Password Configuration Menu Reports Menu Maintenance Menu ACD Control and DOS Shell Method of Selection On the Agent Selection subscreen Group Configuration you can select one of 3 methods for selecting an available Agent to take the next call LONGEST IDLE ROUND ROBIN and TOP DOWN Refer to this Glossary for a definition of each method Monitor Call On the Norstar station sets a Supervisor can enter a feature code and use this function to silently monitor listen in on an Agent s call and or join in the call Month On the Monthly Summary Report screen you are required to enter or select the month and year on which to report Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 215 Glossary 216 Monthly Summary Report This report provides a summary of the entire system or Group performance The Report displays number of calls received average time spent on various aspects of ACD Calls number of auto logouts number of requests for Supervisor help and number of incoming outgoing and intercom calls made during reporting period Move Report File to Drive A This Report File Maintenance utility enables you to move the contents of any ACD Report Exported File or a Recorded Announcement File to a floppy disk in drive A Make sure the floppy is properly formatted and labeled N Name Supervisor On the Supervisor Configuration screen you can add
27. 01701799 Run Report Time Range 08 00 thru 17 30 Line Range thru Exit Report Page Break on Line NO D YES 9 Output Device LPT1 File Mane Type in From Line or press F2 DBL CLICK and select from list 01 184 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Note Page Break on Line default is YES therefore each Line will print on its own page If NO Lines will follow on the same page and page breaks will occur normally Report Field Column Definitions o o DATE the Date for the data on this row TIME PERIOD 30 minute time periods within the From Thru Date range The time periods are in ascending order earliest to latest TOTAL CALLS number of calls received on the Line for the day TOTAL DURATION duration for all calls received on the Line for the day CALLS RECEIVED number of ACD Calls distributed to Agents for the day CALLS ANSWERED number of ACD Calls answered by Agents for the day ACD DURATION total amount of ACD Time for the day CALLS ABANDONED number of ACD Calls when the caller hung up before an Agent could answer the call ABANDONED DURATION length of time callers waited for Agents before hanging up the receiver for the day Norstar PRELUDE a
28. 2 Styles of an Agent Profile by Group Report e ACD Duration e ACD Percent Duration Formats include e HHH MM SS 010 20 30 e HHH MM S 010 20 5 e MMMM SS 0620 30 e MMMM 0621 30 rounded up 30 rounded down Report Field Column Definitions ACD DURATION and PERCENT Reports e LOG DATE Agent login time period within From Thru range for each Group listed in ascending order e LOG IN time of day Agent logged in for each Group for time period e LOG OUT time of day Agent logged out for each Group for time period auto logout active Agent e LOGIN DURATION how long Agent was logged in for each Group for time period e AVAILABLE amount of ACD Time or percentage of time Agent was active to take calls for each Group during time period e TALK amount of ACD Time or percentage of time Agent conversed with caller for each Group during time period 132 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports ALTERNATE GROUP amount of ACD Time or percentage of time Agent took calls from another Group HOLD amount of ACD Time or percentage of time ACD callers were placed on hold for each Group during time period WRAP amount of ACD Time or percentage of time Agent wrapped up between calls for each Group during time period UNAVAILABLE MANUAL amount of ACD time or percentage of time Agent was inactive for each Group during time period and pressed the Unavailable Key to
29. 57 58 Print Report 163 Printer 15 Printer Configuration 77 Printer Name 78 Printer Port 77 Priority 30 33 45 47 48 50 54 59 Problem 196 Process button 168 Process Data 129 130 167 Purge 170 Purge Data 167 170 Q quotation marks 197 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 233 Index R Receiving Calls 92 Record a Call 100 Record Call 88 100 RECORD CALL 125 Record Call Feature Code 100 Record Call Key 100 Record Call Reserved Ports 67 RECORD softkey 107 Record Tables 197 recorded announcement 35 37 121 123 225 Recorded Announcement 65 Recorded Call 176 Recorded Call Number 113 176 Recorded Calls 167 Recording 121 123 Register 102 103 REGISTER 125 Register a Supervisor 103 Register Feature Code 103 104 Register Key 103 104 REPLAY 35 Report File Maintenance 129 163 Reports Menu 76 130 161 167 Restore Archived Data 167 175 Retrieve Message 102 106 Retrieve Message Feature Code 106 Retrieve Message Key 106 RETRIEVE MESSAGES 125 Return 181 182 ROUND ROBIN 39 Routing 30 45 46 123 Routing Command 30 Routing Hours 30 34 Routing Table Report 129 140 143 Run Report 137 S Save Schedule 162 Schedule Changes 25 74 75 Schedule Date 25 75 Schedule Time 25 75 Schedule Type 162 Scheduler 129 161 Secondary Announcement 55 57 58 Selected Group Status 121 SET PRIORITY 38 Shutdown 181 182
30. 6 User Guide Chapter 1 Overview Typing characters and or numbers in the field Selecting a YES NO field Once field information is complete you can simply and quickly perform functions such as Save Delete Exit etc Behind some screens there are subscreens where more information is required Routing for Group 1 CUSTOMER SUPPORT Hours End Step Command Command 06 00 17 00 17 00 17 00 17 00 17 00 00 00 DELAY ANSWER ANNOUNCEMENT DISTRIBUTE ANNOUNCEMENT DISTRIBUTE ANNOUNCEMENT GO TO STEP FORCED ANNC DISCONNECT 1 Z 3 4 5 6 5 J Cancel Type in Start Time using the format HH MM range 00 00 24 00 Example Once completing the subscreen fields you can easily and quickly return to the previous screen option menus or to the Main Menu Main Menu Options There are 6 Main Menu Options Status Menu Configuration Menu Reports Menu Maintenance Menu ACD Control DOS Shell Status Display Menu Once ACD is configured and calls are being distributed properly the Status Display Menu becomes useful to you in viewing up to the second information about current call processing activities over all groups in the system or a single group When you select this option from Main Menu a screen displays with 4 choices System Status Display view performance of all Groups gt Group Status Display view performance of one Group Feature Codes these 3 digit codes range fr
31. 7 YES Save Exit T Type in up to 3 numeric characters for a Line and press ENTER Alt D Del Row Follow these steps to add a Line select Routing select Group prioritize a Line and specify if a Line should delay Line required field 1 Type in up to 3 numeric characters for a Line A default Description will display Line n Notes If you are using a Norstar KSU DR5 version or less you can specify a Line Number range of 1 80 For a DR6 or greater you can specify a Line Number range of 1 120 For a MICS 2 0 version you can specify a Line Number range of 1 144 Fora MICS version less than 2 0 you can specify a Line Number range of 1 120 Fora CICS you can specify a Line Number range of 1 48 PRELUDE you can utilize up to 30 Lines CINPHONY you can utilize up to 80 Lines and CINPHONY II you can utilize up to 120 Lines with MICS 4 0 144 lines Line Description optional field default name 2 Tochange default Description type in up to 20 alphanumeric characters Highlight Routing field Routing 3 Press F2 DBL CLICK highlight type of Routing for calls coming in on this Line and press ENTERICLICK to select NONE all calls coming in on this Line will go to Group specified ORIG NUMBER a call arriving on this line with ANI or ICLID will be sent to the Group configured through Originating Number Configuration ANI ICLID Note If ORIG is specified as Line Routing and DELAY ANSWER is used as first routing command step
32. Agent Function if you are using PRELUDE ACD Follow these steps to Record an Announcement 1 Press the ANNC MAINT Key or press the Feature Key and type in the Announcement Maintenance Feature Code The next message to display Announcement BKSP OK EXIT 2 Type in up to 2 digits and press the OK softkey The next message to display Note You can record up to 240 announcements A recorded announcement must not exceed 15 minutes Announcement xx RECORD PLAY EXIT 3 As soon as you see this screen pick up the handset and then press the RECORD softkey The next message to display Recording STOP EXIT 104 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets 4 When you hear the beep speak into the handset to record Announcement When completed press the STOP softkey The next screen to display Announcement xx RECORD PLAY EXIT Press RECORD again if you want to re record announcement Press PLAY if you want to play the announcement Press EXIT to return to the Date and Time message Follow these steps to play back an Announcement recorded earlier 1 Press the ANNC MAINT Key or press the Feature Key and type in the Announcement Maintenance Feature Code The next message to display Announcement 00 BKSP OK EXIT 2 Type inthe Announcement Number you want to play and press the OK softkey The next message to display Announcement xx RECORD PLAY EXIT 3
33. CDR Table and prioritize the Line Follow this step to access the Originating Number Configuration ANI ICLID screen from the Configuration Menu 1 On the Configuration Menu highlight Line and press ENTER CLICK The Line Menu will display 01702700 11 25 26 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Agent Group Line Route Order Configuration Line Configuration Destination Number CDNIS DID Originating Number CANI ICLID Caller Directed Routing CDR System Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Press ENTER YCLICK to display Line Configuration screen Highlight Originating Number ANI ICLID on this menu and press ENTERICLICK to display the Originating Number Configuration ANI ICLID screen 52 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration 01708799 1 25 49 pm CIMPHONY 112233 19 Disk Full Originating Number Configuration ANI ICLID ANI ICLID Number Desc Rout ing Group CDR Table Priority 368 GROUP 1 CUSTOMER SUPPORT 5 456 Outgoing CDR TABLE 5 MANUFACTURING Save Exit Press ENTER CLICK to save all field edits F10 or Alt also saves Follow these steps to add an ANI ICLID Number and Description select Group and prioritize the Line ANI ICLID Number required field 1 Type in up to 10 alphanumeric characters
34. CINPHONY DATBAK gt As configuration information is vital to your call center and time consuming to re enter this directory provides a backup copy of all configuration information Copy Group On the Group Configuration screen you can select Copy Group to copy all the field information from one Group configuration to the Group Configuration you have opened Refer to that section in this Guide for more details Copy Report File to Drive A This Report File Maintenance utility enables you to copy the contents of any ACD Report Exported File or Recorded Announcement File to a floppy disk in drive A Make sure the floppy is properly formatted and labeled Count Refer to Report Style D Daily Auto Purge Process Time On the Data Management parameters screen Maintenance Menu you can specify a time of the day to automatically purge processed data from the hard drive You can also specify a Data Storage Period Refer to the section in this Guide for more details Data Storage Period On the Data Management Parameters screen Maintenance Menu you can specify how many days you want data to be stored before it is automatically purged Refer to the section in this Guide for more details Data Management Parameters On the Maintenance Menu you can display the Data Management Parameters screen where you can specify a time of day to automatically purge processed data and the number of days you want to store this data before it is purged
35. CLICK and select Group from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Report Field Column Definitions o OUTGOING OVERFLOW GROUPS The Overflow Group s Number is listed in the column heading The column lists the number of calls overflowed to this Group s from the Subject Group The outgoing overflowed calls are totaled at the end of the row INWARD OVERFLOW total number of calls that overflowed from other Groups to the Subject Group specified CALLS RECEIVED number of ACD Calls received by the Subject Group CALLS ANSWERED number of ACD Calls answered by the Subject Group CALLS ABANDONED number of ACD Calls when the caller hung up before an Agent could answer the call PICKED UP OR DISCONNECTED calls answered on a station set other than the original station set by the Norstar Pick up feature or calls disconnected by the Disconnect Routing Command TRANSFERRED number of ACD Calls for Subject Group transferred by GROUP Command or by the TRANSFER TO Command to a Norstar DN or by the LINK XFER LINE XFER CDR TABLE or VMAIL XFER Commands Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Routing Table Report This Report displays the followin
36. Chapter 9 Appendices Call Record Each Record corresponds to a Call Field Number FieldName oes ooo Type Indicates the kind of Call ABANDONED ACD DISCONNECTED INCOMING INTERCOM OUTGOING or TRANSFERRED Group Number Answer The Call was distributed to an Agent in this Group 1 to 2 numeric characters 1 80 dependent on ACD Level Origination Group The 1st Group associated with the Call answered by ACD on a Line assigned to the Group or answered outside ACD and transferred to the Group s Transfer DN 1 to 2 numeric characters 1 80 dependent on ACD Level Routing Type Indicates which Routing Table is applied to Call DAY or NIGHT Routing Step Counts Each of these 16 Fields is the count of the number of times the Call reached this Step This can be gt 1 if there is a GOTO in the Routing Table Originating Number 0 to 10 numeric characters Originating Name 8 alphanumeric characters Destination Number 0 to 10 numeric characters Example CALL 03 29 00 13 05 42PM 265 ACD 7 7 74 146 0 0 0 0 0 DAY 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 7892341234 8009443901 4 s w W Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 193 Chapter 9 Appendices Appendix 4 ACD Agent Login Logout This program allows you to perform the following types of
37. Configuration screen you can specify the type of System Statistics you want to calculate Refer to the section in this Guide for more details formulas and examples System Status Display You can view the real time call processing statistics for all Groups You will be able to monitor total Group performance and identify problems as they occur System Wide Parameters On the Configuration Menu you can display the System Wide Parameters screen where you can specify the following ICLID Delay Time Login Logout DN Available Unavailable DN Indicator FlashRate 1 and 2 Digit Timeout Port Timeout and Display on Station Set Refer to the section this Guide for more details T Telephone Service Factor T S F The Telephone Service Factor is the percentage of calls answered within a Threshold period in seconds for the TSF Interval in minutes You can specify the TSF Threshold and Interval Group Configuration screen For example during a 30 minute interval how many calls were answered within a 60 second threshold from first ring to answer Time For several reports you can specify a From and Thru Time for reporting Refer to Common Report Parameters Time in Seconds and Block On the ACD Call Profile Detail and Summary Reports this report field column provides the number of seconds specified for a column 15 blocks of time Each block of time displays the number of calls abandoned picked up or disconnected and transferred
38. Cursor keys scroll lt ENTER gt selects and lt ESC gt exits choice menu Follow these steps to add a Supervisor to the database ID required field 1 Type in 2 3 or 4 numeric characters for the Supervisor s identification number maximum 9999 Highlight Name field Note Supervisor Configuration is not available for PRELUDE For CINPHONY I you can add up to 6 Supervisors assign 6 Groups to a Supervisor and have 1 Supervisor per Group For CINPHONY Il you can add up to 80 Supervisors assign 80 Groups to a Supervisor and have 1 Supervisor per Group Name required field 2 Type in up to 20 alphanumeric characters for Supervisor s name Highlight Password field Password optional field Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration 3 Type in up to 8 numeric characters for Supervisor s password Highlight first Group Assignment field in region Note The Supervisor will be prompted to enter the password when registering range 0 99999999 Group Assignment 4 Press F2 DBL CLICK highlight Group s you want to assign to this Supervisor and press ENTERICLICK to select Note While the Supervisor is registered information and warning messages and help requests can be received from the Agents in the Groups selected Refer to Appendix 1 for a complete list of Supervisor messages 5 When all screen information is complete and you are ready to add the Supervisor press the F10 Key or highlight Sa
39. Day and Night Routing Commands regions Day or Night Routing Command 3 Press F2 DBL CLICK highlight Routing Command and press ENTER CLICK to select The Value field will be highlighted so you can specify a value for this Command Value for Routing Command 4 Type in value for Routing Command See Routing Command and Values listed below Select Command and specify Value for all Steps you want to use on this Table Notes For PRELUDE there are 8 Steps in Routing Table and for CINPHONY Levels I amp Il there are 16 Steps in Routing Table To insert a blank row and add a Command highlight Command row and press the ALT I keys simultaneously Then add Routing Command All Commands below inserted row will move down one row As you delete or insert commands it may be necessary to access and change the values of existing commands e g GO TO STEP To delete a Command highlight Command and press the ALT D keys simultaneously All Commands below the deleted Command will move up one row The first blank Routing Command field following the last configured Routing Command will act as a Distribute Command with an indefinite time period until the call is answered by an Agent It is best therefore to select a Routing Command for the last step that expedites the answering of each call Routing Commands and Values ALERT enables you to assign an alert ring to a Station Set by entering its DN for the ALERT Command Value When a call
40. Group Description required field 1 Press F2 DBL CLICK highlight Group to become Emergency Group and press ENTER CLICK to select The Group Number and Description previously configured in Group Configuration will display Highlight Password field Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Emergency Group is not available for PRELUDE For CINPHONY I amp Il you can configure 1 Emergency Group Password optional field 2 Type in up to 8 numeric characters for Password If Password is assigned it must be entered at the Station Set before Emergency routing is enabled 3 When all screen information is complete press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save the Emergency configuration Then select Update Configuration on the Configuration menu to activate or schedule the update of these configuration changes Follow these steps to change an Emergency Group Password 1 Display the Emergency Group on the screen 2 Move cursor to highlight the Password field 3 Use editing keys to delete old Password and then type in new Password up to 8 numeric characters Follow these steps to delete an Emergency Group 1 Goto the Emergency Group Configuration screen the current Emergency Group is displayed 2 Press the ALT D Keys simultaneously or highlight Delete and press ENTER CLICK to delete the Emergency Group record from the database Note Emergency Group rou
41. Highlight the Description field This Number is what ACD designates as an Originating Number ANI ICLID Call and will route the Line specified by Originating Number to the specified Group You can configure up to 1000 ANI Numbers You can use the asterisk Wildcard to substitute numbers same as DOS wildcard use Example If you want to list 513 Area Code as ANI ICLID routed numbers to a specific Group type in 513 Wildcard Rules can be used at end of string and used to represent any digits 0 9 received after the first specified digits Description 2 Type in up to 8 alphanumeric characters to further identify the ANI ICLID Number Routing 3 Press F2 DBL CLICK and select either Group or CDR Table Note Make sure that the CDR Table has been previously configured Refer to Caller Directed Routing Number Configuration found under Line Configuration Group CDR Table 4 Press F2 DBL CLICK and select Group Number or CDR Table from list When a call arrives with this ANI ICLID Number it will be routed to this Group or CDR Table Priority 5 Press F2 DBL CLICK highlight a priority value 1 10 and press ENTER CLICK to select This will prioritize the configured ANI ICLID digits so that calls arriving can be handled at the rate you specify 6 When all screen information is completed press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to save this configuration Then select Update Configuration on the Configuration Menu to acti
42. Line specified via Destination Number to the specified Group or CDR Table You can use the asterisk Wildcard to substitute numbers same as DOS wildcard use Example All numbers for a call center 841 3680 last 4 digits DNIS Number 841 3681 last 4 digits DNIS Number 841 3682 841 3683 841 3690 last 4 digits DNIS Number 841 3691 last 4 digits DNIS Number 841 3692 last 4 digits DNIS Number 841 3693 last 4 digits DNIS Number 841 3694 last 4 digits DNIS Number The Service Provider has specified that 841 3680 841 3681 and all 841 369x numbers are DNIS Numbers you would only need to make 3 entries for the 6 numbers 3680 3681 369 Wildcard Rules e can be used at end of string e represents any digits 0 9 that are received after the first specified digits Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 49 Chapter 2 Configuration 50 Description 2 Type in up to 8 numeric characters to further identify the DNIS DID Number Notes When you type in a Description for a DNIS DID Number this Description will display on a Agent s Station Set when a DNIS Call routed via Destination Number Configuration is received If the Description field is left blank the digits in the DNIS DID Number field will display instead on an Agent s Station Set When the Description or DNIS DID Number displays on the Station Set it replaces the Group Name and Time in Queue prompt that normally displays when an ACD Call
43. Monitor refer to Monitor Call in this Glossary Single Line LCD On the Norstar model M7208 station set there is a single line liquid crystal display that provides only one line of information to an Agent On Two Line LCD s Models M7324 amp M7310 M7410 there are 2 lines of information and softkeys below to execute commands and navigate through functions To execute commands and navigate for a single line LCD you must use the keypad Ris and keys Softkeys On the Norstar models M7324 amp M7310 M7410 station sets there are 3 softkeys below the Two Line LCD These softkeys enable you to execute commands and navigate through functions e g EXIT OK NEXT etc Station Sets Refer to this Glossary for definitions of T7316 T7208 T7100 M7208 M7310 M7410 M7324 C3050 and C3060 Norstar Station Sets Also refer to analog Station sets in this Glossary Status Display From the Status Menu you can view the status of the system all Groups or the status of one group The call processing statistics displayed are in real time and reflect the current performance of all Groups all Agents and Voice Ports Refer to this chapter for a detailed description of all call processing statistics Step On the Routing subscreen Group Configuration you can select a Routing Command for each Step on the Routing Command Table When a call comes in it must route through these steps until it is answered You can specify Routing Commands for 16 Step
44. Profile Summary Report Abandoned Report Monthly Summary Report System Configuration Report There are 3 Report utilities you can utilize before and after Report generation Process Data before a Report can be generated you must Process Data to get up to the minute data for reporting Process Data is also required for most of the Maintenance Menu operations Scheduler you can schedule a Report to generate at a later date and time Every scheduled Report processes data before generation Report File Maintenance when you generate a Report to a File RPT or HTM the Report is listed on the Report File Maintenance screen There you can use this utility to copy or move Report to Drive A disks print Report delete Report and view Report on the screen When records are exported Maintenance Menu operation they are also listed and you can copy or move them to Drive A disks Note A report generated to a HTM format can only be deleted in Report File Maintenance 124 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Process Data Before any Report is be generated Data should be Processed to update the database to include the most current call activity Follow these steps to access the Process Data screen and Update the database Reports Menu 1 On the Reports Menu highlight Process Data and press ENTER CLICK to select The Process Data screen will display 01 02 99 11 33 14 am CINPHONY 123
45. Report bd Print Report Delete Report File Follow these steps to access the Report File Maintenance screen and select Report or File Main Menu 1 On the Main Menu highlight Reports and press ENTER CLICK to select The Reports Menu will display Reports Menu 2 Highlight Report File Maintenance and press ENTER CLICK to select The Report File Maintenance screen will display 01 02 99 11 46 30 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Process Data Agent Reports Group Reports Report File Maintenance Print Report Report File Name Exit Copy to Drive A View Report Move to Drive A Delete File Report Press Fe DBL CLICK highlight Report and press ENTER CLICK to select Report Name 3 Press F2 DBL CLICK to display list of Reports RPT or HTM extension Export Files EXP extension and Announcement Files ANNCEOxx DAT that can be backed up to floppy disks using this feature Refer to the Maintenance chapter Export Data Files section for directions on generating Export Files Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 157 Chapter 5 Reports 158 Notes A Report generated to HTML HTM extension can only be deleted in Report File Maintenance Exported Files cannot be viewed 4 Highlight Report Export File or Announcement File and press ENTER CLICK to select Follow these steps to copy this Report or Export File to Drive A 1 Make sur
46. Softkeys 86 88 START TIME 149 Static Unavailable 201 Station Sets 86 Status 120 234 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Index Status Display and Reporting 82 Status Display Configuration 82 Status Display for Windows 82 Status Display For Windows 8 Status Menu 126 STEP 143 STOP softkey 108 Supervisor Configuration 61 Supervisor Functions 87 102 125 SUPERVISOR HELP 134 136 141 159 Supervisor ID 61 Supervisor ID Number 103 Supervisor Messages 187 Supervisor s Password 61 Supervisor s Name 61 SVGA Monitor 15 System Configuration Report 129 153 160 System Reports 129 SYSTEM STATISTICS 79 System Status 124 System Status Display 120 123 System Wide Parameters 70 T T S F 120 Table Number 54 Table Number Desciption 57 Table Number Description 54 TALK 134 136 TCP IP Port Number 84 Telephone Service Factor T S F 154 156 Time 40 162 177 TIME 150 157 Time Format 174 TIME IN SECONDS AND BLOCK 154 156 TIME PERIOD 145 146 154 Time Range 174 TOP DOWN 39 TOTAL 151 152 TOTAL CALLS 145 147 TOTAL DURATION 145 147 touchtone dialing 54 TRANSFER 35 Transfer DN 30 32 55 57 TRANSFER TO 38 TRANSFERRED 143 154 156 Troubleshooting 196 TSF Interval 30 33 U Unavailable 88 94 118 121 123 201 UNAVAILABLE 125 Unavailable Feature Code 94 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 235 Index Unavail
47. There are 4 types of Supervisor Messages WARNING DISPLAY INFORMATION CRITICAL DN 9999999 Fail WARNING The extension shown is not responding and Agent has been automatically logged out Grp DAY route WARNING Group displaying is now using day routing 180 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices Grp 99 NTEroute WARNING Group displaying is now using night routing Grp 99 Grp 99 WARNING Group overflow is occurring from to the groups Grp 99 NoAgents WARNING All Agents in group have logged out Invalid sprv ID DISPLAY Wrong supervisor ID was entered during registration Log out first DISPLAY Station Set already has Agent logged in Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 181 Chapter 9 Appendices Announcement 00 BKSP OK EXIT DISPLAY Type in Announcement number to be played or recorded Information Msg YES NO EXIT INFORMATION YES CINPHONY displays message for Supervisor J Smith Login INFORMATION Agent displaying has just logged in to ACD J Smith Logout INFORMATION Agent displaying has just logged out of ACD J Smith No ans INFORMATION Agent displaying did not answer last call has just logged out of ACD 182 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices J Smith Help CRITICAL Agent displaying requests Supervisor Help Agent Messages All Agent M
48. YES forces a call upon the Agent a zip tone precedes the call NO Agent accepts call by pressing the appropriate station set key when ready This only applies to those Agents using headsets Call on Demand 6 Use the Right and Left Arrow keys to move checkmark to YES and NO fields Notes YES places an Agent in a Perpetually Unavailable state when the Agent logs in The only way that an Agent can receive a call in this state is to manually press the Available programmed key on the station set The Agent would be momentarily available to receive a call however when the Agent ends the call the Agent would become Unavailable This functionality is ideal for a Supervisor or backup Agent for example to retrieve calls when they are reaching capacity until the calls return to a normal distribution NO places an Agent in an Available state when the Agent logs in Call on Demand can not be applied when using Categorization Codes or when using C3050 and C3060 Companion Portable Station Sets Save Agent screen function 7 When all screen information is complete and you are ready to add the Agent press the F10 Key or highlight Save and press ENTER CLICK or press ALT S A blank Agent Configuration screen will display if you want to continue adding Agents 8 Press ESC or highlight Exit and press ENTER CLICK or press ALT X to exit this screen Note If you want to activate these changes or schedule these changes for a later up
49. and prioritize the use of the line and or delay the answering of a Line You can also route certain Destination Number Originating Number and or Caller Directed Routing calls to a different Group or CDR Table than the one used for the specified Line Line Profile Detail Report This Report provides a summary of ACD line usage The report displays number and duration of calls received during specified intervals summary ACD Call activities during specified intervals number and duration of all incoming and outgoing calls during specified intervals and the percentage of the interval that the Line was in use Line Profile Summary Report This Report provides a summary of ACD line usage The report displays number and duration of calls received for one day summary ACD Call activities for one day number and duration of all incoming and outgoing calls for one day and the percentage of the interval that the Line was in use Line Reports There are 4 Line Reports you can generate Line Profile Detail Report Line Profile Summary Report Busy Report and Destination Number DNIS DID Report Refer to the Reports chapter in this Guide for more information LINE XFER On the Group Configuration screen you can display the Routing subscreen where you can use this routing command to transfer a call to a specific Norstar Line Refer to the Group Configuration section in this Guide for more details LINK XFER On the Group Configuration screen you can di
50. and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Trouble Shooting If the Wallboard does not produce a display make sure you check the following e Cabling is connected properly e PC and Wallboard power cords are connected properly Wallboard Displays Examples 4200R Average Statistical Display and Totals Statistical Display GROUP QUE TIQ AV AN AV AB GRP NAME 4 0 45 0 32 1 22 GROUP NUMBER or SYSTEM 1 line GROUP NAME 2 line QUE Number of Calls in Queue TIQ Call in queue for the longest time AV AN Average time it took Agents to answer calls AV AB Average time it took Callers to abandon calls GROUP QUE TIQ ANSWD ABAND GRP NAME 4 0 45 67 6 ANSWD Total calls answered by Agents ABAND Total calls abandoned by Callers 4120R Average Statistical Display and Totals Statistical Display GP QC TIQ A AN A AB 4 0 45 0 32 1 22 GP Group or SY System 1 line Group Number 2 line QC Number of Calls in Queue TIQ Call in queue for the longest time A AN Average time it took Agents to answer calls A AB Average time it took Callers to abandon calls GP QC TIQ ANSW ABAN 4 0 45 67 6 ANSW Total calls answered by Agents ABAN Total calls abandoned by Callers 215R Calls Queued Time in Queue and Number of Unavailable Agents 1 4 0 45 2 Group Number or SY 1 line 1 position 0 Number of Calls in Queue 2 position 0 00 Call in queue for the longest time
51. call will be routed to the specified or default Group or CDR Table e Ifthe call has arrived on a Line that has been configured and Delay has been set to No for this Line the call will be routed to the specified or default Group or CDR Table Destination Number ACD Calls are sent directly to a Destination Number Table If a call matches the configured DNIS DID digits the call is then routed to the specified Group or a CDR Table If a DNIS DID match is not found for a call the call is sent to the Line Configuration table where one of the following will occur e Ifa Line has not been configured for this arriving call the call will ring on the configured Backup Station Set e If the call has arrived on a Line that has been configured and Delay has been set to Yes for this Line the call will be routed by what has been specified in the Routing field If Routing is set to None the call will be routed to the specified or default Group or CDR Table Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration e Ifthe call has arrived on a Line that has been configured and Delay has been set to No for this Line the call will be routed to the specified or default Group or CDR Table ORIG DEST ACD Calls with both ANI ICLID and DNIS DID digits are sent first to an Origination Number Table If a call matches the configured ANI ICLID digits the call is then routed to the specified or default Group or CDR Table If a matc
52. can assign a password to these records when adding or updating Percent Refer to Report Style Percent Time Busy On the Line Profile Report this report field column provides the percentage of the time period that the Line was in use Play Call On the Norstar station sets a Supervisor can use this function to play back calls previously recorded by Agents Playing Voice Port At the bottom of the System and Group Status Display screens all Voice Ports are listed with their current state For example a Playing Voice Port is currently playing a recorded call or a recorded announcement Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 217 Glossary 218 Port On the Voice Port Configuration screen you can view a DN for the available Voice Ports In Status the System Status Display and Group Status Display screens show the Voice Port states at the bottom of the screens Port Timeout On the System Wide Parameters screen Configuration Menu you can specify the time before Automated Attendant uses the No Port step in its menu to specify a command that sends a call to another Routing Table step sends call to a Group or transfers a call to an extension if all Voice Ports are in use Refer to Group Configuration Routing for more details Print Report On the Report File Maintenance screen you can print a Report that has been generated previously to a file Printer Configuration On the Printer Configuration scree
53. either be at the top of the set or directly under the display s softkeys Press the second key on the right 4 The Names screen will display Press the second key on the right Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices The Time and Date screen will display Press the top key on the right The Time screen will display Press the CHANGE softkey The Hour screen will display Press the CHANGE softkey The Hour screen will display Type in the current hour and then press the second key on the right 9 The Minutes screen will display Press the CHANGE softkey 10 The Minutes screen will display Type in the current minutes and then press the first key on the left 11 Press the RIs key oN OU HP LaserJet 6L Printer Driver Installation If you are using the HP LaserJet 6L and you have not installed its Printer Driver and or displayed its Printer Object on the OS 2 Desktop you will need to follow the directions provided below If you have installed the HP LaserJet 6L Printer Driver and its Printer Object is displaying you will only need to follow the directions provided in Step 12 in the next section Follow these steps if your OS 2 Desktop does not display the HP LaserJet 6L Printer Object and you have not installed LASERJET HP LaserJet 6L Printer Driver In the OS 2 System Icon View open the Template Folder The Templates Icon View will display Point to the Printer Template press and hold down
54. field is completed and From range field is left blank all data is reported from beginning of database to specified end unless other ranges are set To report on one Parameter e g Date the variable must display in both the From and Thru fields Notes Some From and Thru fields require that you type in the required information using a specific format such as From and Thru Date using the format MM DD YY If Date Range is left blank the default range will be 1 1 80 through 12 31 79 January 1 1980 through December 31 2079 Other From and Thru fields require that you either type in the required information or press F2 DBL CLICK to display list of choices move cursor to highlight the choice and press ENTER to select For example Agent ID or Group Number can be typed in or selected from F2 list Output Device selection Press F2 DBL CLICK to display list of Output Devices Move cursor to highlight Output Device and press ENTERICLICK to select If FILE is selected go to Filename completion Note There are 6 Output Devices from which to select e LPT1 Parallel Printer Port e LPT2 Parallel Printer Port oe File with Printer Codes e File without Printer Codes e Screen view only e HTML HTM format for Infocus Status Display Reports File Name completion d If either FILE was selected you will need to type in a File Name Type in up to 8 alphanumeric characters The RPT filename extension cannot be changed No
55. for the day Number of calls picked up and or disconnected for the day Number of calls transferred for the day Follow these steps to Run the Report for all data in database to Output Device 1 Access the ACD Call Profile Summary Report 01 02 99 11 43 16 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data i2 ACD Call Profile Summary Report z Date Range 12 01 98 thru 01701799 Time Block Time Range 08 00 thru 17 30 Group Range thru 5 10 15 zo z5 30 40 50 60 75 Fage Break On Group NO D YES C Report Method COUNT GJ PERCENT C Output Device File Nane 1 2 3 4 5 6 7 8 9 0 j Run Report Exit Report Type in From Group or press FZ DEL CLICK to select Group from list 2 Press the F10 Key to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Notes If Page Break on Group is YES each Group will print on its own page If NO the next Group will follow on the same page and page breaks will occur normally You can generate 2 Styles of an ACD Call Profile Summary Report e Count e Percent Default Time Intervals for Blocks 1 15 are 5 10 15 20 25 30 40 50 60 75 90 120 150 180 and 210 These blocks can be changed by the user For example t
56. is displayed on the set e Select Group DNIS DID Description CDR Number or CDR Description When you route an ACD call by Destination Number Configuration DNIS DID to the CDR Table you have a choice of what is displayed on the set e Select Group CDR Number or CDR Description When you route an ACD call by Caller Directed Routing Number Configuration CDR to the CDR Table you have a choice of what is displayed on the set Follow these steps to Import CDR information CDR Number Description Group Number and Priority into a CDR Table 1 Make sure your records to import are in CSV format Comma Separated Values and the file is copied to the CINPHONY Directory default C CINPHONY gt Example CDR Number Description Group Number Priority 1 Sales 24 1 Notes Ifa CDR Number is missing in any line you are trying to import you will receive the following error message Invalid or missing CDR Number and the Import will be cancelled Check the log file in the CINPHONY Directory CDRIMP LOG to locate the error line s If a Group Number is missing in any line you are trying to import you will receive the following error message Invalid or missing Group Number and the Import will be cancelled Check the log file in the CINPHONY Directory CDRIMP LOG to locate the error line s If you do not provide a Description make sure you provide the comma for the Description in the line Using the example above the line would be 1 24 1
57. is received Routing 3 Press F2 DBL CLICK and select either Group or Origination Table Note Make sure that the Origination Table has been previously configured Group CDR Table 4 Press F2 DBL CLICK and select Group Number or CDR Table from list When a call arrives with this DNIS DID Number it will be routed to this Group or CDR Table Priority 5 Press F2 DBL CLICK highlight a priority value 1 10 and press ENTER CLICK to select This will prioritize the configured DNIS DID digits so that calls arriving can be handled at the rate you specify 6 When all screen information is completed press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to save this configuration Then select Update Configuration on the Configuration Menu to activate or schedule the update of these configuration changes Note You can update an existing DNIS DID Number by editing the row and then saving the changes You can also delete a DNIS DID row by highlighting the DNIS DID Number field and pressing the ALT D keys simultaneously System Wide Parameters Display on Station Set Note On the System Wide Parameters screen you can select whether you want the Group DNIS DID Description CDR Number or CDR Description to display on the Agents Station Set when ACD Calls reach the Station Sets There are 4 types of configurations possible to help you make your selection e Group is default When an ACD call has not been routed by Destinat
58. label the disk s to indicate the range of data 162 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 6 Maintenance Purge Data In this section steps are provided so you can access the Purge Data screen and delete data from database Data purged is unrecoverable unless it was previously archived Note Ifyou want to automatically Purge on a daily basis you can utilize Data Management Parameters See Maintenance Menu this Chapter Follow these steps to access the Purge Data screen and delete this data from database Main Menu 1 On the Main Menu highlight Maintenance to display menu Maintenance Menu 2 Highlight Purge Data and press ENTER CLICK to select The Purge Data screen will display 01 02 99 11 47 42 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She11 Archive Data Purge Data Archive and Purge Data Export Data Purge Data Last Purge Date Date Range 12 01 96 thru 01 01 99 Type in Thru Date using the format MM DD YY Date Range 3 Type ina From Date using the format MM DD YY 4 Type ina Thru Date using the format MM DD YY Note If Date Range is left blank the default range will be 1 1 80 through 12 31 79 January 1 1980 through December 31 2079 From Thru Rules e If From and Thru range fields are left blank all data in entire database is purged e If From range field is completed and Thru range field is left blank
59. logins and logout at the DOS prompt CINPHONY Directory 194 Manually Login Agents or Non Agents e Available and in all Groups e Available and in specified Groups e Unavailable and in all Groups e Unavailable and in specified Groups e Static Unavailable and in all Groups e Static Unavailable and in specified Groups Manually logout Agents or Non Agents Automatically login Agents or Non Agents using EXTERNAL BAT file Non Agent refers to an IVR Interactive Voice Response device to act as an Agent handling a call The IVR is connected to an ATA Command Line syntax ACDLOGIN AGENT ID DN ALL GROUP A U S Manually Login Agents Follow these steps to login Agent 0001 in all Groups to which Agent is assigned and who will be available at the start to take calls 1 2 DOS Shell or Quit ACD and return to DOS C CINPHONY gt After the CINPHONY Directory DOS prompt type in ACDLOGIN press the Spacebar once type in Agent s ID or Non Agent s ID press the Spacebar type in Agent s Station Set DN or ATA s DN for Non Agent press the Spacebar type in the word ALL for all Groups to which Agent is assigned press the Spacebar and type in the letter A for Available Then press ENTER to complete login command line Example C CINPHONY gt ACDLOGIN 0001 230 ALL A lt ENTER gt Follow these steps to login Agent 0001 in specified Groups 3 4 and 5 to which Agent is assigned and who will be availabl
60. of ACD time or percentage of time Agent was active to take calls for the day TALK amount of ACD time or percentage of time Agent conversed with caller for the day HOLD amount of ACD time or percentage of time ACD callers were placed on hold for the day WRAP amount of ACD time or percentage of time Agent wrapped up between calls for the day UNAVAILABLE MANUAL amount of ACD time or percentage of time Agent was inactive for the day and pressed the Unavailable Key to go inactive UNAVAILABLE OTHER amount of ACD time or percentage of time Agent was inactive for the day because of time spent on Non ACD Calls CALLS ANSWERED number of ACD calls answered by Agent SUPERVISOR HELP number of help requests Agent sends to Supervisor by pressing the Help key Non ACD DURATION Report o o o o LOG DATE LOG IN LOG OUT same as ACD LOGIN DURATION same as ACD INCOMING DURATION amount of time Agent was on transferred and incoming Non ACD Calls INCOMING CALLS number of transferred and incoming Non ACD Calls OUTGOING DURATION amount of time Agent was on outgoing Non ACD Calls OUTGOING CALLS number of outgoing Non ACD Calls INTERCOM CALLS number of intercom calls INTERCOM DURATION amount of time Agent was on the Intercom ACD TIME TOTAL DURATION amount of time Agent spent on ACD activities Agent Profile By Group Report This Report summarizes the following Amount of logged in time
61. or press ALT D The Report or Announcement File will be deleted from the database Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 6 Maintenance Chapter 6 Maintenance Introduction The Maintenance Menu allows you to manage call data in the following ways Archive Data copy call data to diskettes for backup or later restoration Purge Data delete call data from database bd Archive and Purge Data copy call data to diskettes and delete call data from database D Export Data create quote delimited export files for use in other database packages This is available for only for CINPHONY amp II Levels Restore Archived Data copy previously archived data from diskettes back into database bd Recorded Calls view the Agent ID Call Number Date and Time for each Recorded Call or Delete the Agent Recorded Call row gt Data Management Parameters specify the hour in day that call data is automatically processed and purged and specify the data storage period for the length of time you want to retain call data before it is automatically purged Process Data 160 Before data can be Archived or Purged this data must be Processed to update the database Follow these steps to access the Reports Menu and Process Data Main Menu 1 On the Main Menu highlight Reports and the menu will display Reports Menu 2 On the Reports Menu highlight Process Data and press ENTER to select The Process D
62. out to the telephone number specified An appropriate Command should follow this Command in the event the transfer fails because the line specified is busy e g a brief DISTRIBUTE and then a GO TO STEP will try the transfer again Make sure that the Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 37 Chapter 2 Configuration 38 Line from which the call is transferred has Norstar Disconnect Supervision function A maximum of 80 Line Transfers are allowed Value type in L followed by Line Number 1 9 and a comma and then type in external number e g L1 8612000 Or type in P followed by Pool Line Number 1 9 or A O and a comma and then type in external number e g PA 8612000 Or type in PRI Primary Rate Interface followed by a comma the 2 digit Norstar Destination Code and then type in external number e g PRI 7 78612000 Do not use the symbol in a LINE XFER string Note Ifyou are using a NI2 format for PRI make sure the Norstar is configured with Prime Set the Backup Set LINK XFER transfer a call outside the Norstar using a flashhook and dialing a specified telephone number Can be used with Norstar DR3 or greater An appropriate Command should follow this Command in the event of a transfer failure A maximum of 80 Link Transfers are allowed Value type in up to 30 characters for string all digits and a comma for pause NO ANSWER the call continues to ring until caller hangs up Used as Step 1 only no e
63. remaining Ports are UNUSED you can only reserve 3 of the Ports for Recorded Calls One of the DNs must always be reserved for playing Recorded Announcements The number of ports reserved for Recorded Calls are not used to play Announcements If you have 4 Voice Ports reserve 3 for recording calls Only 1 port is used to play announcements to callers The other 3 Voice Ports remain IDLE at all times waiting to be used for recording calls Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Call Categorization When an ACD Call is completed by an Agent and the Prompted Categorization feature is set to YES the Agent is prompted at the Station Set to enter a Call Category Number If Prompted Categorization is NO the Agent is not prompted but can still use the Station Set feature code to enter this Categorization Number during Wrap Duration The Call Categorization feature allows you to assign a Category Number and a Description to the types of calls an Agent receives The Category Code does not have to be configured to be used however if you want a Description to display on Reports the Category Number should be configured 10 000 Codes and Descriptions can be added The Call Categorization Report will display the Description with the Category Number to facilitate the identification of calls In this section steps are provided so you can perform the following tasks Access the Call Category Configuration screen
64. software Follow these steps to configure the Wallboard 1 On the Configuration Menu highlight Wallboard and press ENTER CLICK to display the Wallboard Configuration screen Model 2 Highlight Model and press the F2 Key to display the 3 types of Models 4200R 4120R and 215R Highlight the Model and press ENTERICLICK If you have previously installed and configured one Model of Wallboard and now have switched to the other you need to follow these steps e Select new Model on Wallboard Configuration screen and then Save this information e Onthe Main Menu select ACD Control e Onthe ACD Control Menu select Deactivate and then Activate Models and Description e 215R single line display 15 characters Norstar Applications Module only e 4120R double line display 20 characters default e 4200R double line display 32 characters Format You can specify the Format of statistics you want to calculate and display on the Wallboard for all Groups or selected Groups You can also specify the individual Group statistics you want to calculate and display After you select the System or Group you can specify a Duration e g the time you want to display statistics for a Group before displaying the next Group 3 Use the Right and Left Arrow Keys to move checkmark to the Format you want to display Average Answer and Average Abandon or Answered and Abandoned Press ENTER CLICK to select the checkmarked format 4 Toselect the type of SYSTE
65. specified Report Field Column Definitions e DATE each day of the month specified e CALLS RECEIVED number of ACD Calls per day for the month distributed to the Groups specified e CALLS ANSWERED number of ACD Calls per day for the month answered by Groups specified Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports CALLS ABANDONED number of ACD Calls per day for the month because they were not answered by Agent the caller hung up a receptionist answered the call or an automated system like voice mail handled the call CALLS PICKED UP OR DISCONNECTED calls answered on a station set other than the original station set by the Norstar Pick up feature or calls disconnected by the Disconnect Routing Command CALLS TRANSFERRED number of ACD Calls transferred per day for the month by the TRANSFER TO GROUP LINE XFER LINK XFER CDR TABLE or VMAIL XFER Routing Commands AVERAGE ANSWERED average amount of ACD Time a caller waited per day for the month before Agent answered total time all calls spent in queue divided by total number of answered calls AVERAGE ABANDONED average amount of ACD Time caller waited per day for the month before hanging up total time all calls spent in queue before being abandoned divided by total number of abandoned calls AVERAGE TALK average amount of ACD Time spent per day for the month conversing with callers total time divided by number of answered calls AVE
66. the archiving and purging of data Date Range 3 Type in a From Date using the format MM DD YY Press ENTER to move cursor to Thru Date field 4 Type ina Thru Date using the format MM DD YY Note If Date Range is left blank the default range will be 1 1 80 through 12 31 79 January 1 1980 through December 31 2079 From Thru Rules e If From and Thru range fields are left blank all data in entire database is archived and purged e If From range field is completed and Thru range field is left blank all data is archived and purged from specified start to end of database e If Thru range field is completed and From range field is left blank all data is archived and purged from beginning of database to specified end e To archive and purge one Date of data the Date must display in both the From and Thru fields 164 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 6 Maintenance Archive and Purge 5 Press the F10 Key or highlight Archive and press ENTER CLICK or press ALT A to Archive and Purge the specified data If you want to abort an Archive and Purge press ESC during the Archive and Purge ACD will prompt you to insert ARCHIVE Disk 1 ACD will indicate how many records are being copied to the diskette and will also prompt you to insert more diskettes if necessary After archiving calls within the specified range to diskette the same calls within the range will be deleted When all data is Archived and Purged ACD wil
67. the command will be remembered After the call you will go Unavailable If Wrap Duration is set you will become unavailable after wrap ends Error Message Log in first Agent tried to perform a function without logging in 92 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Cancel Wrap Note Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Cancel Wrap Follow this step to Cancel Wrap Duration and free Station Set for next call 1 Press the Cancel Wrap Key or press the Feature Key and type in the Cancel Wrap Feature Code The Date and Time message reappears The Agent is ready to receive the next call Error Messages Cancel unavail bd Agent is in wrap and unavailable but tries to cancel wrap before going available Log in first Agent tried to perform a function without logging in Help Note Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Help Help is only available for CINPHONY I amp II Levels Follow this step to request Help from the Supervisor during an ACD Call Line 005 TRANSFER 1 Press the Help Key or press the Feature Key and type in the Help Feature Code The next message to display for a few moments Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 93 Chapter 3 Using Norstar Sets Help sent The Help sent Message displays on the Agent s Station Set On th
68. the expertise of the Agent or Group The customer could then direct a call to a specific Agent or Group depending on the service needed Priority 4 Press F2 DBL CLICK highlight a priority value 1 10 and press ENTER CLICK to select This will prioritize the call in queue 5 When all screen information is completed press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to save this configuration Then select Update Configuration on the Configuration Menu to activate or schedule the update of these configuration changes Note You can update an existing CDR Number by editing the row and then saving the changes You can also delete all of the information from a CDR Table by selecting the Delete button System Wide Parameters Display on Station Set Note On the System Wide Parameters screen you can select whether you want the Group DNIS DID Description CDR Number or CDR Description to display on the Agents Station Set when ACD Calls reach the Station Sets There are 4 types of configurations possible to help you make your selection e Group is default When an ACD call has not been routed by Destination Number Configuration DNIS DID or Caller Directed Routing Number Configuration CDR the Group to where the call was routed will display on the Station Set e Select Group or DNIS DID Description When you route an ACD call by Destination Number Configuration DNIS DID to a Group you have a choice of what
69. the internal destination number usually on 800 and 900 numbers DID Direct Inward Dial is an internal destination number into which a caller can directly dial If this number has been configured in this table the call will be sent to the specified Group You can configure up to 1000 DNIS Numbers for CINPHONY Levels and II and 3 DNIS Numbers for PRELUDE Note The Norstar defines an exact format to recognize true DNIS information Many Central Offices Carriers cannot support this format If this is the case with your CO or Carrier refer to the following topic in this section DID Routing from CO switches that cannot send DNIS The directions provided there will ensure that you will be able to utilize the DNIS feature via this form of DID routing of ACD Calls There is 1 screen with 5 fields to complete when configuring DNIS and DID Numbers DNIS DID Number Description Routing Group CDR Table Priority In this section steps are provided so you can perform the following tasks Access the Destination Number Configuration DNIS DID screen Add a DNIS DID Number and Description select Routing Group or CDR Table select Group or CDR Table and prioritize the Line Follow this step to access the Destination Number Configuration DNIS DID screen from the Configuration Menu 1 On the Configuration Menu highlight Line and press ENTER CLICK The Line Menu will display 01 02 00 11 25 26 am CINPHONY 123456 74 Disk F
70. the specified time period Longest Idle On the Group Configuration screen you can select Longest Idle from the Method of Selection list This is a method of routing calls to the Agent who has been available the longest to take a call Refer to this Glossary for a definition of Round Robin and Top Down M7208 M7310 M7410 M7324 These are the model numbers for the Supervisor and Agent Norstar Station Sets The M7208 is an Agent Set the M7324 and the M7310 M7410 can both be used by Agent and Supervisor Refer to this chapter in the User Guide for more details Main Menu Options There are 6 Main Menu Options from which to select Configuration Status Reports Maintenance ACD Control and DOS Shell Maintenance Menu Maintenance provides the following utilities to help you manage ACD call data Archive Data Archive and Purge Data Purge Data Restore Archived Data Recorded Calls Export Data and Data Management Parameters automatic process purge Refer to these terms in this Glossary for definitions Menu Password Configuration On the Password Configuration screen you can select from a list of 6 Main Menu selections to assign a Password Configuration Menu Reports System Maintenance Menu ACD Control and DOS Shell Menus and Screens This section provides an overview of the structure of ACD and how you can navigate through the various menus and screens Menu Password Configuration On the Password Configuration screen
71. the string For example if you have ten CDR Numbers that are ten digits and all begin with 123 you can specify all ten of these numbers at one time by entering 123 Description optional field 2 Type in up to 8 alphanumeric characters to further identify the CDR Number or Numbers Group optional field 3 Press F2 DBL CLICK and select the Group Number from list When the CDR Number digit string is accepted the call will be sent to this Group Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 57 Chapter 2 Configuration 58 Notes ACD 3 6 allows up to 80 Groups to be configured Depending on the size of your Call Center each Agent can be assigned to a Group thus making each Agent and Group synonymous Each Agent can also be assigned along with other Agents to other Groups Each Agent assigned as a Group can also be given a specific CDR Number For example a Customer Service Agent is the Group called Maintenance Customers callers are given a CDR Number of 1234 Notes When a customer enters 1234 the call is routed to the Maintenance Group and to this one Agent responsible for maintenance agreements Your entire Call Center can be set up in such manner As there are a maximum of 1000 CDR Numbers that can be configured you can also assign a CDR Number to each Agent or Group in your Call Center that could represent their expertise For example your customer base could receive a listing of all CDR Numbers as they correspond to
72. this Report to change the field information in the same manner Save Schedule 8 Press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save this Schedule Record and generate the Report on the Date and Time specified Follow these steps to delete a Schedule Record 1 Make sure Schedule you want to delete is displaying 2 Press the ALT D Keys simultaneously or highlight Delete and press ENTER CLICK select YES to confirm deletion and the record will be deleted from the database Note You can also delay a Schedule by e Make sure Scheduled Report is displaying e Move the cursor to highlight the Date field and press the F2 Key to display list of Dates e Move cursor to highlight NO EXECUTE and press ENTER The report will not run until you return to this Schedule and change the Date field choice Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Report File Maintenance This utility allows you to perform the following tasks on a Report previously generated and saved to a File as Output File a saved Export File or a saved Recorded Announcement Copy Report File to Drive A Move Report File to Drive A b View Report on Screen bd Print Report Delete Report File In this section steps are provided so you can perform the following tasks Access the Report File Maintenance screen and select Report or File Copy Report File to Drive A Move Report File to Drive A View
73. times Supervisor help was requested Follow these steps to Run the Report for all data in database to Output Device 1 Access the Agent Profile Report screen 01 02 99 11 34 14 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data Agent Reports Agent Profile Report Date Range 12 01 98 thru 01701799 Run Report Agent Range thru Exit Report Page Break on Agent NO D YES C3 Agent Call Type ACD J NON ACD C Report Method DURATION J PERCENT Duration Format HHH MM S35 Output Device LPT1 File Nane Type in From Agent or press FZ DEL CLICK and select Agent from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Notes Page Break on Agent ID default is YES therefore each Agent Profile will print on a separate page unless changed to NO Agent data will print consecutively with normal page breaks You can generate 3 Styles of an Agent Profile Report e ACD Duration e ACD Percent 128 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports e Non ACD Duration Duration Formats include HHH MM SS 010 20 30 HHH MM S 010 20 5 MMMM SS 0620 30 z MMMM 0621 30 rounded up 30 ro
74. 12 01 98 thru 01 01 99 Run Report Time Range 00 00 thru 24 00 Group Range thru Exit Report Print Detail YES GW Output Device File Name Type in From Group or press F2 DBL CLICK and select Group from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Report Field Column Definitions o o o GROUP the targeted Group ASSIGNED LINES the Lines assigned to targeted Group DATE the month day and year that all lines assigned to an ACD Group were busy START TIME the time of day that all lines assigned to an ACD Group started being busy END TIME the time of day that all lines assigned to an ACD Group ended being busy DURATION ASSIGNED LINES BUSY length of time between START and END TIME that all lines assigned to an ACD Group were busy Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Destination Number DNIS DID Report This Report is available for only CINPHONY amp II Levels This Report summarizes the following Number of calls received using DNIS and DID Summary of ACD call activities Follow these steps to Run Report for all data in database to Output Device 1 Access the Destination Number DNIS DID Report screen
75. 2 11 20 39 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell CINPHONY Feature Level II Version vJ xx xx About Product ID 123456 KSU String N Authorized Voice Ports 32 Add Ons Automated Attendant YES Infocus Con YES Infocus LAN YES Wallboard YES Caller Directed Routing YES Copyright c 1991 2002 Cintech Solutions Inc Press any key to continue Press ENTER CLICK to display the About screen The following information will display ACD Level ACD Version Your ACD Product ID Number of Voice Ports Add Ons currently in use KSU String listing components and version Copyright information 122 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Chapter 5 Reports Introduction While ACD distributes calls for your call center it also collects call data and processes this data so you can view the results on reports There are 5 classifications for these Reports Agent Reports Agent Profile Report Agent Profile Summary Report Agent Profile by Group Report Group Reports Group Profile Report Group Overflow Report Routing Table Report Line Reports Line Profile Detail Report Line Profile Summary Report Busy Report Destination Number DNIS DID Report CINPHONY amp II Levels only Categorization Reports Call Categorization Report Category By Agent Report System Reports ACD Call Profile Detail Report ACD Call
76. 3 6 User Guide Chapter 3 Using Norstar Sets Register aborted bd Supervisor stopped registering and canceled or was timed out 15 seconds Supervisor stopped unregistering and canceled or was timed out 15 seconds Unregister first bd Agent tried to login on Supervisor Station Set Retrieve Message Note Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Retrieve Message It is recommended that you program the Retrieve Message Feature Code to a memory key and label that key with the Retrieve Message key cap Once programmed the indicator light will display on the LCD beside the Retrieve Message Key Follow these steps to Retrieve a Message Note The Indicator arrow for Messages flashes when a message is waiting 1 Press the Retrieve Message Key or press the Feature Key and type in the Retrieve Message Feature Code The first message will display 2 Repeat this step until all messages are retrieved and the following message displays for a moment No Messages The Date and Time message will display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 103 Chapter 3 Using Norstar Sets Error Message Register first Supervisor must register before trying to perform a function Announcement Maintenance Notes Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Announcement Maintenance Announcement Maintenance is also an
77. 30 32 35 37 42 47 51 54 55 56 59 70 71 73 92 210 213 214 221 225 227 Calls Abandoned 120 123 CALLS ABANDONED 140 142 145 147 150 154 156 159 Calls Answered 120 123 CALLS ANSWERED 134 136 140 142 145 147 150 159 Calls Disconnected 120 123 Calls Overflowed Out 120 123 CALLS PICKED UP OR DISCONNECTED 141 145 147 150 159 Calls Queued 88 97 120 123 CALLS QUEUED 125 Calls Queued Feature 97 Calls Queued key 97 CALLS RECEIVED 140 142 145 147 150 159 Calls Transferred 120 123 CALLS TRANSFERRED 141 145 147 150 159 CANCEL 125 Cancel Wrap 88 95 Cancel Wrap Duration 95 Cancel Wrap Feature Code 95 Cancel Wrap Key 95 CATEG EXP 173 Categorization By Agent Report 151 Categorization Record 197 Categorization Reports 129 Categorize 88 98 CATEGORIZE 125 Categorize Feature Code 99 Categorize Key 99 Category Code 98 CATEGORY DESCRIPTION 151 152 Category Number 68 CATEGORY NUMBER 151 152 CDR 8 30 32 35 37 42 47 48 49 50 51 52 53 54 55 56 57 58 59 70 71 73 92 212 213 214 217 221 227 CDR Number 32 51 54 58 59 70 71 73 92 214 217 CDR Table 32 35 37 47 48 50 51 53 54 55 57 59 71 73 92 213 214 221 CDR Table Routing Command 55 COM Port 83 Comma Delimited ASCII File 197 COMMAND 143 Common Report Parameters 131 Condensed Print Codes 78 Config 121 123 Config Data Rate 8
78. 4 Configuration 18 Configuration Directory 24 Configuration Menu 76 CONTINUE 35 228 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Index Copy 40 Copy Group 31 Copy Report File to Drive A 163 Copyright information 126 COUNT 143 CRITICAL 187 D Daily Auto Purge Process 177 Daily Auto Purge Process Time 177 Data Management Parameters 167 177 Data Storage Period 177 178 DATBACK 24 Date 162 DATE 145 146 149 150 157 159 Date Format 173 Date Range 168 170 171 173 Deactivate 181 182 DELAY ANSWER 37 delete a Call Category Number 69 Delete a Recorded Call 176 Delete a Supervisor 61 delete an Agent 29 Delete an Emergency Group 63 Delete Report File 163 Description 30 31 48 50 52 54 59 65 68 161 DEST NUMBER 46 DEST ORIG 43 47 Destination Number 42 Destination Number DNIS DID 42 Destination Number DNIS DID Report 149 Destination Number DNIS DID Report 129 144 Dial Supervisor 96 DID 48 54 Digit Timeout 70 72 Digits to Collect 57 58 Disabled 121 123 DISCONNECT 37 DISPLAY 187 Display Duration 80 Display field 79 Display Messages 190 DISTRIBUTE 37 DNIS 48 DNIS DID 157 DNIS DID Number 48 49 56 DOS Shell 76 185 DTMF 54 Dual Tone Multi Frequency 54 Duration 80 DURATION 157 Duration Wrap 32 DURATION ASSIGNED LINES BUSY 149 Dynamic Data Rate 83 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 229
79. 456 7 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data Agent Reports Group Reports Line Reports Process Data Process Last Database Updated 12 08 98 09 01 an Exit Press ENTER CLICK to Process Data F10 or Alt P also processes 2 Highlight the Process button and press ENTER CLICK to select You can also press the F10 key or the ALT P keys to process You will receive a message Processing Data X complete Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 125 Chapter 5 Reports Common Report Parameters The following Report Parameters are common to all ACD Reports From and Thru Ranges Date Time Group Agent ID Category Line and Topic Output Device Printer File and Screen For all ACD Reports you can change any of these parameters before generating the Report This section will provide From Thru Rules Directions to select Output Device Directions to complete File Name if File has been selected for Output Device Directions to change the Report Parameters specific to each Report are covered in each Report s section From Thru Rules bd If From and Thru range fields are left blank all data in entire database is reported unless other ranges are set b If From range field is completed and Thru range field is left blank all data is reported from specified start to end of database unless other ranges are set d If Thru range
80. 6 fmsuer Forcing NO GI YES C Call on Demand NO OD YES C Printer Wallboard Infocus Status Display To edit type in up to 15 alphanumeric characters and press ENTER CLICK Follow these steps to add an Agent to the database ID required field 1 Type in 2 3 or 4 numeric characters for the Agent s identification number maximum 9999 Highlight First Name field Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 27 Chapter 2 Configuration 28 Note For PRELUDE you can add up to 60 Agents for CINPHONY I you can add up to 120 Agents and for CINPHONY II you can add up to 240 Agents For clarity it is best to use a consistent numbering system for Agents For example 01 02 03 etc or 001 002 003 etc First Name required field 2 Type in up to 15 alphanumeric characters for Agent s first name Highlight Last Name field Note The first initial of First name and full Last Name display on the Group Status screen and the full First and Last Names display on Reports Last Name required field 3 Type in up to 15 alphanumeric characters for Agent s last name Highlight Password field optional Password optional field 4 Type in up to 8 numeric characters for Agent s password Highlight Answer Forcing field Note Agent must enter these digits when logging in to ACD range 0 99999999 Answer Forcing required field YES NO 5 Use the Right and Left Arrow keys to move checkmark to YES and NO fields Note
81. 98 thru 01701799 Tine Range 08 00 thru 17 30 Group Range thru z Time Block 5 10 15 20 au 30 40 50 60 75 Page Break On Group NO D YES C Report Method COUNT J PERCENT Output Device LPT1 File Name Run Report Exit Report Type in From Group or press F2 DBL CLICK to select Group from list 1 z 3 4 5 6 7 8 3 0 2 Press the F10 Key to Run Generate Report for all data in database Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 147 Chapter 5 Reports 148 Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Notes If Page Break on Group is YES each Group will print on its own page If NO the next Group will follow on the same page and page breaks will occur normally You can generate 2 Styles of an ACD Call Profile Detail Report e Count e Percent Default Time Intervals for Blocks 1 15 are 5 10 15 20 25 30 40 50 60 75 90 120 150 180 and 210 These blocks can be changed by the user For example to track number of calls answered every 15 seconds type 15 in Block 1 30 in Block 2 45 in Block 3 Report Field Column Definitions ACD COUNT and PERCENT Reports e TIME PERIOD 30 minute time periods within the From Thru Time range where calls are profiled as to being abandoned picked up and disconnected or transferred The time periods are in ascen
82. AIL XFER Routing Commands or to another Group by the GROUP Command during the time period for the day e AVERAGE ANSWERED average amount of ACD Time a caller waited before Agent answered total time all calls spent in queue divided by total number of answered calls Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 143 Chapter 5 Reports e AVERAGE ABANDONED average amount of ACD Time caller waited before hanging up total time all calls spent in queue before being abandoned divided by total number of abandoned calls AVERAGE TALK average amount of ACD Time spent conversing with callers total time divided by number of answered calls e AVERAGE HOLD average amount of ACD Time Agents kept callers on hold total time divided by total number of answered calls e AVERAGE WRAP average amount of ACD Time Agents spent on wrap up total time divided by total number of answered calls 144 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Categorization Reports Call Categorization Report A count of all categories used during a specified time period Category By Agent Report A Count of the Categories entered by each Agent within a specified time period Call Categorization Report This Report displays the following Number of calls logged for each category within the reporting period Follow these steps to Run the Report for all data in database to Output Device 1 Access the Call Categorization R
83. ASCII decimal value in each field requiring a code Highlight Normal Print Codes field Note Refer to your printer manual to enter codes ACD sends these codes to the Printer before printing a Report These codes are used to define 132 column condensed mode carriage return and line feed Normal Print Codes optional field 5 Type in up to 3 numeric characters ASCII decimal value in each field requiring a code Note Refer to your printer manual to enter codes ACD sends these codes to the Printer before printing a Report These codes are used to reset Printer to normal default settings 6 When the Printer is selected and all related information is complete press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save this information ACD Security Key Note this is an Input Output Device attached to the parallel printer port cable If you switch printers make sure this cable and key are connected properly or ACD will not boot up correctly HP LaserJet 6L Printer Note If you are using this Printer refer to Appendix 5 Tips and Hints HP LaserJet 6L Printer Driver Installation in this guide for details Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 77 Chapter 2 Configuration Wallboard Configuration 78 If you have installed the Wallboard Add On you will need to configure the Wallboard Refer to the Norstar PRELUDE and CINPHONY ACD 3 6 Installation Guide for directions to enable the Wallboard hardware and
84. CK The Update Configuration screen will display 2 Highlight Schedule Changes button and press ENTER CLICK or press ALT S The Schedule Date and Schedule Time screen will display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 25 Chapter 2 Configuration 01 08 00 9 21 01 am CIMNPHONY 112233 19 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Line Update Configuration Exit Last Reconfigured 12 08 98 09 18 am Schedule Changes Schedule Date MONDAY Schedule Time 08 00 AM Wallboard Infocus Status Display Press ENTER CLICK to confirm current field edits F10 or Alt O also confirms Schedule Date 3 Press the F2 Key to display list of dates Highlight Date and press ENTER CLICK The Schedule Time field is highlighted Schedule Time 4 Press the F2 Key to display list of times Highlight Time and press ENTER CLICK to select 5 Press the F10 Key or highlight OK and press ENTER CLICK or press ALT O to confirm the Schedule The Configuration changes will be updated on the scheduled date and time You will be returned to the Configuration Menu Note if you select Cancel changes will be pending activation or scheduling You will be returned to the Update Configuration screen While scheduled changes are pending a message displays on the Main screen advising Configuration changes pending 26 Norstar PRELUDE and CINPHONY ACD 3 6 User
85. Calls On an Agent Profile Report this report field column provides the number of transferred and incoming Non ACD Calls Incoming Duration On an Agent Profile Report Non ACD Duration this report field column provides the amount of time an Agent was on transferred or incoming Non ACD Calls Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Increase Priority On the Routing subscreen Group Configuration this Routing Command is used as a step to increase the priority of a call incrementally so that it gets distributed and answered by the first available Agent Indicator FlashRate 1 amp 2 When a call is in queue the Login Indicator light on the Agent s station set will flash On the System Wide Parameters screen Configuration Menu you can set the flash rate breaks points of slow medium and fast Refer to the section in this Guide for more details Indicator Lights On the Norstar station sets there are programmable feature buttons bordering the LCD Indicator light panel When any of the features is in use e g Login Unavailable etc an Indicator Arrow will display on the panel beside the programmed feature button Infocus Status Display COM This ACD Add On allows you to connect via COM Port up to 4 Remote PCs to the Applications Module and view the statistics for Groups Agents and Voice Port states You can graph and manipulate these statistics in this application and you can set alarms on Group stat
86. Category Codes NO J YES C J Run Report Output Device LPT1i Exit Report File Name Press ENTER CLICK to omit Category Codes when printing Report You will also have to specify the Output Device Filename fields before running generating the Report Refer to Common Report Parameters in this Chapter Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Scheduler This utility allows you to automatically Generate Reports and perform certain Maintenance operations on a scheduled Date and Time Note You can Schedule a maximum of 100 Reports Call data is automatically processed prior to report generation for all scheduled Reports At the beginning of every hour ACD checks the Scheduler any runs any Report set for that hour If more than 1 Report is set to run for the same time all are run in alphabetical order In this section steps are provided so you can perform the following tasks b Access the Scheduler screen and schedule Report to be generated at a later time Delete a Schedule Follow these steps to access the Scheduler screen and schedule report to be generated at a later time Main Menu 1 On the Main Menu move cursor to highlight Reports and press ENTER CLICK to select The Reports Menu will display Reports Menu 2 Move cursor to highlight Scheduler and press ENTER CLICK to select The Scheduler screen will display Scheduler Description SALES CALLS Date MONDAY Save Time 08 00 AM Dele
87. D 3 6 User Guide Chapter 8 DOS Shell Chapter 8 DOS Shell 01 02 99 11 19 14 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Press ENTER CLICK to display Group Status Screen DOS Shell DOS Shell will display on the Main Menu Follow these steps to select DOS Shell to exit the Main Menu and display the CINPHONY Directory 1 Highlight DOS Shell and press ENTER The CINPHONY Directory prompt will display C CINPHONY gt To return to the Main Menu type in EXIT and press ENTER Call Processing will remain active and you will be able to perform various functions at the CINPHONY Directory ACD LOGIN acdlogin bat D Copy Recorded Announcements to the A drive Backup Recorded Calls to the A Drive b Perform maintenance operations coordinated by CINTECH Support e g Rebuild Databases etc 178 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices Chapter 9 Appendices There are 7 Appendices Appendix 1 Supervisor and Agent Messages Appendix 2 Troubleshooting Appendix 3 Export Data Record Formats Appendix 4 ACD Agent Login Logout Appendix 5 Tips and Hints Appendix 6 Virtual Modem Appendix 7 Average amp Expected QTime Announcements Appendix 1 Supervisor and Agent Messages The Applications Module and Norstar Station Sets display messages for Supervisors about Agents Groups and Lines Supervisor Messages
88. DR Numbers for a Table CDR TABLE Group Configuration You can utilize this routing command to send a call to a CDR Table CDR TABLE Automated Attendant Routing Command You can utilize this routing command within the AUTO ATTD routing command to send a call toa CDR Table Command On the Routing Table Profile Report this report field column tracks the routing commands used Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 207 Glossary 208 Common Report Parameters At the beginning of the Reports Chapter there is a list of report parameters that are common to all reports The directions on how to complete these fields are also in this section Condensed Print Codes On the Printer Configuration screen you can specify the codes for 132 column condensed mode carriage return and line feed for a printer not on the list of printers F2 list These codes are found in your printer manual Config This Voice Port state is the first state to display on the screen It configures the Voice Port to display an IDLE or UNUSED state Configuration These menus and configuration screens enable you to specify how your call center is setup When configuration information is saved and activated it becomes a record in the database New records can be added and existing records can be updated or deleted Configuration Directory When configuration information is saved it is automatically copied to the configuration directory C
89. EEA N NA 145 System REPOT San a E A A AA AE E AE a A A 147 System Configuration REPoOrt cccecceccccsesnecneeeenneeeeeceeeeneceeeeenseeeeeenaceeeeeesceeeeseseeeeeeesceeeeeenseseeeseseeeseseseensensseenens 154 oo Leo UI ET EEE EA T T A T E T 1sievereedeauacelezevereeuee 155 Report File M iM J E a r ar rr aa aran E Traat sede cede cece Ea a Era Era Geese etunaegnenduesscevesaueapetendeautuueeg covsnesevertcaueers 157 CHAPTER 6 MAINTENANCE cccssssssesssssssessesssessessessssessessesussussessesusseescssesucsesseesesnsaeesens 159 Vint OG UGEION PE A E T A A E T exsneurvasunecstevedetysesuteduen 160 Process BEN e E T ETTO 160 Archive Data noseia atas na aerar aaa ana Cerar aaa a ri EE aar Ae eea Aaaa aE aa a e AEV aE iaria Eni NES doaa 161 Purge Data aiia a A NT E NEE E EE eet E S AA RA 163 Archive and Purge Data ecesna kn sanana e AEAN NEENA ectecwen shan dues atteetenstiy Suggstteseattevenieestttyevenstey cupatie 164 Export BE e PEE AEEA ETO E AE A PAE TT 166 Restore Archived Data a r r r a a Er ara aa a er raa a aE eraa rea Te caeerstesudeel le evevenstesetecten 168 Recorded CdS A Ea a a aa Ea eestet ET rea a aaa raaa E araara aa aaa a eaaa aaa aaan raa eiai dain 169 Data Management Parameters cccesseceeeeeeneeeeeeeneeeeeeeeeeeeseaeeeeeseeeeenseaeeeeaseaeeeeaseaeeesaseeeeeeasenneeaseaneeeesasneeenaes 170 CHAPTER 7 ACD GONT ROL isis vccseccvecectcssecashcevecstzcccssavsaswceutscanssansisvaaeecsesssaieasweasatesmcanssenes 173 PCD
90. Group Configuration Group Number Save Description Name on Station Set CUSTOMER SUPPORT Delete IN HOUSE SALES a Transfer DN Copy Wrap Type Auto Logout Exit Prompt Categorization Priority T S F Interval min Threshold Unavailable Duration Routing Agent Selection Overflow Group Cursor keys scroll lt ENTER gt selects and lt ESC gt exits choice menu Overflow Group 1 Press F2 DBL CLICK highlight Group to become Overflow Group for this Group and press ENTERICLICK to select Highlight Call field Notes For PRELUDE you can select 1 Overflow Group for CINPHONY I you can select up to 3 Overflow Groups and for CINPHONY II you can select up to 8 Overflow Groups If a Group has more calls in queue than what has been specified or if any one call has been waiting in queue longer than specified Overflow makes the calls available to the Agents in the Overflow Group s When an overflow call comes to an Agent it maintains its wrap and force categorization characteristics of the original Group Call 2 Type in up to 2 numeric characters maximum 80 for number of calls to remain in queue before Overflow occurs Highlight Time field Note You can specify Calls and or Time If either threshold is met overflow will occur Time 3 4 Type in length of time a call can remain in queue before overflow occurs using the format MM SS range 00 00 59 59 When completed press F10 key or highlight O
91. Guide Chapter 2 Configuration Agent Configuration When you configure Agents first they will display in the Agent Selection choice list for each Group you configure It would be best therefore to configure all Agents for all shifts before configuring Groups There is 1 screen with 5 fields to complete when configuring an Agent Agent Identification Number Agent s First Name Agent s Last Name Agent s Password for ACD login Answer Forcing for Agents using headsets Call on Demand In this section steps are provided so you can perform the following tasks Access the Agent Configuration screen Add an Agent Update existing Agent information Delete an Agent Notes When you add an Agent to the database most of the information you complete for identification will display on corresponding ACD screens reports and certain station sets Once Agents have been configured they must be assigned to Group s for the Agents to be able to login and receive ACD calls Follow this step to access the Agent Configuration screen from the Configuration Menu 1 On the Configuration Menu highlight Agent and press ENTER CLICK to select The Agent Configuration screen will display 01 02 01 11 21 00 am CIMNPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Agent Group Line Supervisor Agent Configuration Agent ID 101 First Name J Last Mane HIGGINS Password 1234567
92. Guide Chapter 3 Using Norstar Sets Information Msg YES NO EXIT 5 Press the YES softkey if you want to receive information messages Press the NO softkey to not receive these messages Or press the EXIT softkey to abort registering Note Warning message examples Overflow occurring day and night routing change over no Agents logged into Group Information message examples Agent has logged in Agent has logged out Supervisors will always receive critical messages e g Help when they occur See Appendices Chapter for Supervisor Information and Warning Messages If you pressed the YES or NO softkeys the next message to display Registered The Supervisor is Registered To Unregister the Supervisor follow these steps 1 Press the Register Key or press the Feature Key and type in the Register Feature Code The next message to display Unregister BKSP OK EXIT 2 Press the OK softkey to Unregister An Unregistered message will display for a few moments before the Date and Time message displays Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 101 Chapter 3 Using Norstar Sets Error Messages Invalid Spvr ID Dd Incorrect Supervisor ID Number Register first gt Supervisor must register before trying to perform a function Register denied Supervisor ID has already been registered Invalid password An incorrect Password was entered 102 Norstar PRELUDE and CINPHONY ACD
93. INPHONY ACD 3 6 User Guide 137 Chapter 5 Reports Line Reports 138 Line Profile Detail Report Detail of ACD Line usage Line Profile Summary Report Summary of ACD Line usage Busy Report A Summary of when all lines assigned to an ACD Group were busy at what times they were busy and for how long they were busy Destination Number DNIS DID Report Summary of DNIS and DID Line usage Line Profile Detail Report This Report details the following Number and duration of all calls received during specified intervals Summary of ACD call activities during specified intervals Number and duration of all Incoming and Outgoing Calls during specified intervals Percentage of the interval that Line was in use Follow these steps to Run Report for all data in database to Output Device 1 Access the Line Profile Detail Report screen 01 02 99 11 39 57 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Process Data Agent Reports Group Reports Line Reports Line Profile Detail Report Date Range 12 01 98 thru 01701799 Run Report Time Range 06 00 thru 17 30 Line Range thru Exit Report Page Break on Line NO D YES Output Device File Name Type in From Line or press Fe DBL CLICK and select from list 01 184 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database
94. K and press ENTER CLICK or press ALT O to confirm this subscreen configuration You will be returned to the Group Configuration screen When completed with all screen and subscreen edits press F10 key or highlight Save and press ENTER CLICK or press ALT S to save all configurations Then select Update Configuration on the Configuration menu to activate or schedule the update of these configuration changes Follow these steps to copy Group information from one Group source to this Group target 1 2 Display target Group This could be a new Group with no fields completed or an existing Group with all fields completed Highlight the Copy button or press ALT C keys simultaneously A pop up screen will display Copy From Group ___ Type in source Group Number or press F2 DBL CLICK highlight Source Group and press ENTERICLICK to select The information from the source Group will copy over the target Group The Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration only fields not to copy are the Description Name on Station Set and Transfer DN that you will need to manually complete When completed with target Group press F10 key or highlight Save and press ENTER CLICK or press ALT S to save this copy Then select Update Configuration on the Configuration Menu to activate or schedule the update of these configuration changes Notes If the AUTO ATTD Command is being used by the source Group Routin
95. M STATISTICS you want displayed move cursor to highlight the Display field press the F2 DBL CLICK move cursor to highlight YES CALC ALL GROUPS YES CALC SELECTED GRPS or NO for do not display System Statistics and then press ENTER CLICK Note YES CALC ALL GROUPS enables you to display System statistics that include all Groups configured YES CALC SELECTED GRPS enables you to display System statistics for only the Groups you select to display on the Wallboard Configuration screen Statistics include format 1 number of calls in queue longest time of call in queue average time to answer call and average time to abandon call or format 2 number of calls in queue longest time of call in queue number of calls answered and number of calls abandoned 5 To select a Group s Statistics to display on the Wallboard panel move cursor to highlight the Display field for the Group press F2 DBL CLICK move cursor to highlight YES or NO and press ENTERICLICK 6 To specify a Display Duration for the System or Group s move the cursor to highlight the Duration field and type in the number of Seconds 3 to 99 The Duration is the time the statistics for each group selected displays on the Wallboard before displaying the next selected Group s statistics 7 When completed press the F10 Key to Save this configuration Note The Port Settings field on the screen displays the COM Serial Port and Baud Rate required for the Wallboard Norstar PRELUDE
96. NCE 125 126 Announcement Maintenance Feature Code 107 Announcement Number 108 Answer Forcing 28 Answered 79 Archive 168 Archive and Purge 172 Archive and Purge Data 167 171 Archive Data 167 168 ARCHIVE DISK 1 175 ASSIGNED LINES 149 AUTO ATTD 35 AUTO LOGOUT 141 159 Auto Logout Duration 30 32 Automated Attendant 8 30 35 70 225 AUTOMATIC 32 Automatic Call Distribution 8 Automatically login Agents or Non Agents using EXTERNAL BAT file 201 Available 118 120 121 123 201 AVAILABLE 134 136 Available 94 Available Unavailable DN 70 72 117 Available Unavailable 118 Average Abandon 79 AVERAGE ABANDONED 141 150 159 Average Answer 79 AVERAGE ANSWERED 141 150 159 AVERAGE HOLD 141 150 159 AVERAGE TALK 141 150 159 Average Time To Abandon 120 123 Average Time To Answer 120 123 AVERAGE WRAP 141 150 159 B Backup Station Set DN 70 71 Baud Rate 83 Busy Period Record 197 Busy Report 129 144 148 BUSY EXP 173 Cc Calculations Formula and Examples 81 Call 30 40 Call Categorization By Agent Report 129 152 Call Categorization Report 129 151 Call Category Number 68 Index Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 227 Index Call Category Number and Description 68 call center 12 30 50 129 215 227 Call on Demand 27 28 213 Call Processing Statistics 120 123 Call Record 197 CALL EXP 173 Caller Directed Routing 8
97. NIS DID Description CDR Number or CDR Description to appear on Agents Station Sets Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Update Configuration This utility allows you to complete the configuration process for changes made to the following Configuration screens Agent Group Supervisor b Emergency Group Line You can Activate Changes immediately or Schedule Changes for a later date and time In this section steps are provided so you can perform the following tasks Access the Update Configuration screen Activate Configuration changes for update immediately Schedule Configuration changes for update at a later date and time Follow this step to access the Update Configuration screen from the Configuration Menu 1 On the Configuration Menu highlight Update Configuration and press ENTER CLICK to display the Update Configuration screen 01 08 00 9 15 51 am CIMNPHONY 112233 19 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Update Configuration Last Reconfigured 01705700 03 02 pm Activate Changes Schedule Changes Menu Password Printer Wallboard Infocus Status Display Press ENTER CLICK to return to Configuration Menu ESC or Alt X also exits Follow this step to activate Configuration changes for update immediately 1 Highlight the Activate Changes button and press ENTER CLICK This message will
98. OMING DURATION 134 136 145 147 INCOMING NUMBER AND NAME 157 INCOMING OUTGOING INTERCOM 159 INCREASE PRIORITY 37 Indicator FlashRate 1 70 Indicator FlashRate 2 70 Indicator FlashRate1 72 73 Indicator FlashRate2 72 INFORMATION 187 Initing 121 123 Intercom 121 INTERCOM CALLS 134 136 INTERCOM DURATION 134 136 INWARD OVERFLOW 142 J JOIN softkey 110 K Keyboard Use 14 KSU String 126 L Last Name 28 LEAVE softkey 111 Line 45 46 LINE 157 Line Configuration 42 Line Description 45 46 Line Profile Detail Report 129 144 Line Profile Report 146 Line Profile Summary Report 129 144 146 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 231 Index Line Reports 129 LINE XFER 38 LINK XFER 38 LOG DATE 134 136 LOG DATE LOG IN LOG OUT 134 136 LOG IN 134 136 Log Out 93 LOG OUT 134 136 Logged 123 Logged in 89 Logged In 121 Logged Out 120 121 Login 88 117 LOGIN 125 LOGIN DURATION 134 136 Login Errors 90 Login Indicator light 70 Login Logout 117 Login Logout DN 70 72 117 Logout 118 LONGEST IDLE 39 Longest Queued 120 123 M M7310 86 M7324 86 Main Menu 10 11 12 15 18 24 87 112 137 161 163 167 168 170 171 173 175 176 177 Maintenance Menu 76 167 MANUAL 32 Manually Login Agents or Non Agents 201 Manually logout Agents or Non Agents 201 Menu Password 76 Menu Selection 76 Method of Sel
99. P Address TCPYIP Port Number Printer Wallboard Infocus Status Display To edit type in up to 5 numeric characters and press ENTER CLICK Baud Rate for use with COM Port installation only 1 Highlight Baud Rate and press F2 Key to display list of Baud Rates Highlight the Baud Rate and press ENTER to select The default Rate is 19200 however you can select a higher Rate depending upon your office environment e g cable length cable quality electrical interference etc Test the quality of each Rate until you find the highest to which data can be sent to the Remote PC without problem There are 9 Baud Rates e 1200 e 2400 e 4800 e 9600 e 14400 e 19200 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 81 Chapter 2 Configuration 82 e 28800 e 38400 e 57600 COM Port for use with COM Port installation only 2 Highlight COM Port and press F2 Key to display list of COM Ports Highlight the COM Port press ENTER to select The data cable sending status data from the Applications Module to the Remote PC is connected to this COM Port Make sure the COM Port selected is available There are 4 COM Ports from which to choose e COM1 default e COM2 e COM3 e COM4 Dynamic Data Rate for use with COM Port or LAN NIC installation only 3 Type in 2 to 99 seconds for remote update interval that is the rate to send Dynamic Data from the Applications Module to the Infocus Server PC Dynamic Data is all of the Sys
100. Press the PLAY softkey and the next message to display Playing STOP EXIT 4 Press the STOP softkey if you want to discontinue playing the Announcement or press the EXIT softkey to quit The Date and Time message will display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 105 Chapter 3 Using Norstar Sets Error Message Register first Supervisor must register before trying to perform a function Recording Average QTime Announcements or Expected QTime Announcements If you have selected User Recorded Announcement Set for the Average QTime Announcement and or the Expected QTime Announcement Routing Commands you will use Announcement Maintenance to record the set of announcements Follow the same content for each announcement as provided below ACD will calculate and match to these numbers in the minute numbering plan You can alter the way in which you record Announcements 241 and 242 User Recorded Announcements for Average QTime and Expected QTime 241 The average time to answer a call today is approximately 242 The expected wait time for your call is approximately 243 one minute 244 two minutes 245 three minutes 246 four minutes 247 five minutes 248 six minutes 249 seven minutes 250 eight minutes 251 nine minutes 252 ten minutes 253 ten minutes or longer Pre Recorded Announcements for Average QTime
101. RAGE HOLD average amount of ACD Time Agents kept callers on hold per day for the month total time divided by total number of answered calls AVERAGE WRAP average amount of ACD Time Agents spent on wrap up per day for the month total time divided by total number of answered calls AUTO LOGOUT number of automatic logouts for Groups per day for the month without the Agent logging out or going unavailable SUPERVISOR HELP number of requests for Supervisor Help from the Groups per day for the month INCOMING OUTGOING INTERCOM total number of calls for the system Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 153 154 Chapter 5 Reports System Configuration Report This Report displays all Configuration information to provide Analysis tool so Technical Support can quickly understand your system Reference tool so you can view the entire setup of your system When you display the System Configuration Report you can specify if you want to print out all Category Codes with the Report Note if you are using thousands of Category Codes you may not want to print out all of the codes considering the volume Use the Right and Left Arrow keys to move checkmark between YES and NO fields 01 02 99 11 45 03 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Process Data Agent Reports Group Reports Line Reports System Configuration Report Print
102. Refer to the section in this Guide for more details Date The Date is a Common Report Parameter For all Reports you can specify a From and Thru Date Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Date Format On the Export Data screen you can select a Date Format from a list of 7 types of formats these include eMM DD 10 21 eDD MM 21 10 eDD MMM 21 Oct eMMM DD Oct 21 eMM DD YY 10 21 99 eDD MM YY 21 10 99 eYY MM DD 94 10 21 Day Routing Commands These commands are used to route calls during the Day Routing Hours specified Refer to Routing Hours Deactivate On the ACD Control Menu you can select Deactivate to stop Call Processing Once you have deactivated you can then execute an Add On Upgrade or Update install perform a system Shutdown or Activate Call Processing Delay ICLID Delay Time In Line Configuration you can specify a 5 second delay when a call arrives on a Line ACD will not answer the call until the 5 seconds pass or ICLID information is received from the Norstar Refer to System Wide Parameters Configuration Menu to specify the length of time for the delay period Delay Answer This Routing Command delays the answering of a call for the time period specified range 00 01 to 59 59 When a call arrives on a Line assigned to a Group ACD will refrain from answering until either the DELAY ANSWER time has passed or an Agent becomes available When used this Command must be spec
103. Rel 01 PO994582 Norstar PRELUDE and CINPHONY ACD User Guide INTECH Solutions PRELUDE 3 6 CINPHONY Level 3 6 CINPHONY Level II 3 6 by CINTECH Solutions Inc V 001 101602 E Copyright 1995 2002 CINTECH Solutions Inc PRELUDE and CINPHONY are trademarks of CINTECH Solutions Inc Norstar and Nortel are trademarks of Northern Telecom Other brand and product names are trademarks or registered trademarks of their respective holders Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Table of Contents Table of Contents CHAPTER OVERVIEW 2 3 dac3 ae Se aaa aaa 7 What is Norstar PRELUDE and CINPHONY ACD cccccesseeeeeeeeeneeeeeeeeeeeeseeeeeenseeeeeeenseeeesaseceeeeaseeneeeaseeneeenseneeenss 8 What does AC Dd 0 ar e e e reaa raaa cli sean aaa a cee Odd ce vce aa KE raaa A ancy edie aa a a aa EA a a a aara aapea aaas 8 How do you navigate through ACD Menus and Screens sssssussennunneununnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nennen 10 How to Enter ACD scccsccscccveiescteciecteceeciactctets cuecesznastunces a aa a a 15 What is the ACD Security Key ic ccc iecctecsccecvenstie cde dacte cues stee cdeseuteceessteeceeeatte cdeusteievesnuteceusstdtedestereueentterevessiteces 15 What are the differences in the ACD Levels c ccssescseseereeseseeeseeeeeeeeeeneseeesesesneesesesneesesesneeseseseeesessneeseneseneens 16 CHAPTER 2 CONFIGURATION so scsissensceisisssiacdiensteiscesisaacenacensaeaai
104. STRIBUTE looks for first available Agent in the Group to send call within the time specified Value type in the time using format MM SS range 00 01 59 59 Note Until an Agent is available the caller will hear Norstar s hold source i e tones music or silence FORCED ANNOUNCEMENT plays a recorded announcement without interruption even if Agent is available Value type in up to 3 numeric characters for Announcement number A maximum of 240 Announcements can be recorded GO TO STEP returns caller to previously specified step executes that step s command and then repeats following commands Value type in the Step number PRELUDE 1 8 Steps and CINPHONY amp Il 1 16 Steps Note You cannot go to the previous Step before GO TO command step to previous GO TO command step or any Step following GO TO command Step GROUP sends the call to a different Group to become an ACD call in that Group s queue Value type in up to 2 numeric characters INCREASE PRIORITY increases the PRIORITY of a call incrementally so that it gets distributed and answered by first available Agent Value type in 1 numeric character 1 10 Note If a LINE DEFAULT PRIORITY is 5 for example and you set INCREASE PRIORITY to 1 the new priority becomes 4 and increases by the same incremental value if the call is not answered by the time it cycles through the commands and back to INCREASE PRIORITY LINE XFER transfers a call to a Line or Line Pool and dials
105. User Guide Chapter 1 Overview Chapter 1 Overview What is Norstar PRELUDE and CINPHONY ACD Norstar PRELUDE and CINPHONY ACD is an Automatic Call Distribution system designed for use with the Norstar Applications Module and the Norstar KSU There are 3 ACD Levels providing a wide variety of features and functionality PRELUDE CINPHONY I and CINPHONY Il There are also ACD Add Ons you can utilize to further enhance the performance and productivity of all levels Caller Directed Routing CDR Automated Attendant Infocus Status Display and Reports Wallboard and Voice Port Activation What does ACD do ACD performs 6 basic operations for every incoming ACD call Directs Call to a Group Checks Routing Table Executes Routing Commands Checks Group Overflow Table Distributes Call to Agent Tracks Call Data for Reports In Chapter 2 Configuration call distribution directions and call processing parameters are defined for these operations Directs Call to a Group Incoming telephone lines are assigned to ACD Groups and stored in a Line Configuration Table For example lines 1 2 3 and 4 are assigned to Group 1 and lines 5 6 7 and 8 are assigned to Group 2 When an ACD call comes in on a line ACD checks the Line Configuration Table and directs the call to the Group assigned to the line ACD then checks the Routing Table Checks Routing Table A Group s operating hours are stored in a Routing Hours Table For example
106. a will automatically be processed However Purge is dependent on how many days are specified for the Data Storage Period For example the Data Storage Period is preset to 100 days This means that all call data that has remained in the database for more than 100 days will automatically be purged at the Time specified Notes The default time is NO EXECUTE if you do not want to automate Purge Process to run daily If you set a daily time for example Midnight every night at 12 00 am the call data received for that day is processed Once data is processed it can be reported and or purged If you want to report on or purge up to the minute call data you can select Process Data on the Reports Menu and perform a manual Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 6 Maintenance process and or purge You can also use Scheduler to schedule a Purge or Process Data at other intervals than daily If call data is manually purged Reports Menu during the 100 day period for example the period starts counting toward 100 days from the date of the last Purge The following example provides approximations to help you determine the Data Storage Period for your system Example approximately 3600 calls will use up approximately 1 megabyte of hard disk space therefore if you have 40 megabytes of hard disk space free it will take approximately 136 000 calls to fill up your hard disk If you process 3 600 calls per day you are using up 1 megabyte
107. able Key 94 UNAVAILABLE MANUAL 134 136 UNAVAILABLE OTHER 134 136 Unregister the Supervisor 104 Unused 121 124 Update a Description 65 Update Configuration 25 74 User Input Timeout 54 57 V VALUE 143 View Report 163 VMAIL XFER 38 Voice Port 67 Voice Port States 121 123 Ww Waiting 121 123 Wallboard 79 Wallboard Configuration 79 Wallboard Displays 80 WARNING 187 Wildcard 50 54 59 Wrap 121 123 WRAP 134 136 Wrap Duration 30 Wrap Type 30 32 Y Year 158 YES CALC ALL GROUPS 79 YES CALC SELECTED GRPS 79 Your ACD Product ID 126 236 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide
108. al memory keys For ACD purposes an Agent Station Set needs to be assigned at least 2 Intercom buttons Refer to Norstar manual The M7208 T7100 and M7100 do not have Softkeys below the Single Line LCD The following keypad keys replace the Softkeys and RIs Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Performing Agent Functions Note All Functions performed in these sections will use the T7316 Station Set as the example Login Note Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Login It is recommended that you program the Login Feature Code to a memory key and label that key with the Login key cap Once programmed the indicator light will display on the LCD beside the Login Key Follow these steps to Login an Agent 1 Press the Login Key or press the Feature Key and type in Login Feature Code 3 digits The next message to display Login BKSP OK EXIT 2 Type in Agent ID Number up to 4 digits Note BKSP or deletes characters right to left EXIT or RIs aborts 3 Press the OK softkey or to confirm and the Agent is ready to receive calls when the Logged in message displays If Supervisor is receiving Information Messages YES a tone sounds on the Supervisor s Station Set However if the Agent s Login is Password protected the next message to display 4 Type in Password up to 8 digits digits do not dis
109. all data is purged from specified start to end of database e If Thru range field is completed and From range field is left blank all data is purged from beginning of database to specified end e To purge one Date of data the Date must display in both the From and Thru fields Purge 5 Press the F10 Key or highlight Purge and press ENTER CLICK or press ALT P to Purge the specified data ACD displays a message when Purge is complete Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 163 Chapter 6 Maintenance Archive and Purge Data In this section steps are provided so you can access the Archive and Purge Data screen and copy processed call data from database to diskettes while deleting this data from database Follow these steps to access the Archive and Purge Data screen and copy processed call data from database to diskettes while deleting this data from database Main Menu 1 On the Main Menu highlight Maintenance to display menu Maintenance Menu 2 Highlight Archive and Purge Data and press ENTER CLICK to select The Archive and Purge Data screen will display 01 02 99 11 48 10 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She11 Archive Data Purge Data Archive and Purge Data Export Data Archive and Purge Archive amp Purge Last Archive Date Last Purge Date Exit Date Range 12701798 thru 01 01 99 Press ENTER CLICK and then confirm
110. an reach the appropriate CDR Table Line Configuration All calls coming in on a specified Line or Lines can be routed directly to the CDR Table Destination Number Configuration Calls with a DNIS or DID digit string designation can be routed directly to the CDR Table Originating Number Configuration Calls with an ANI or ICLID digit string designation can be routed directly to the CDR Table Automated Attendant Routing Command A Group can be configured to use an Automated Attendant command In the Automated Attendant command the CDR Table command is used as a routing step When a call comes in on a Line or Lines assigned to this Group the Automated Attendant s CDR Table Command sends the call to the specified CDR Table An Automated Attendant Group without Agents can also be configured to use a CDR Table command as a routing step When a call comes in on a Line or Lines assigned to this Group the CDR Table command sends the call to the specified CDR Table Group with CDR Table Routing Command A Group can be configured to use a CDR Table command as a routing step When a call comes in ona Line or Lines assigned to this Group the CDR Table command sends the call to the specified CDR Table In this section steps are provided so you can perform the following tasks Access the Caller Directed Routing Number Configuration CDR screen Configure the CDR Table b Add a CDR Number Description select a Group and p
111. and Expected QTime 267 The average time to answer a call today is approximately 268 The expected wait time for your call is approximately 269 one minute 270 two minutes 271 three minutes 272 four minutes 273 five minutes 274 six minutes 275 seven minutes 276 eight minutes 277 nine minutes 278 ten minutes 106 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets 279 ten minutes or longer Monitor Call Notes A Supervisor can monitor an Agent s call via the Headset the Handset connected to Headset jack or the Station Set speaker Your system can also be modified to disable Monitor Call contact your Technician or CINTECH to make this change The Supervisor s Station Set must be equipped with a Hands free Mute button When the Handset is used use the RIs Key to terminate monitoring rather than the EXIT softkey This Function cannot be performed by the M7410 Cordless Set Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Monitor Call Follow these steps to Monitor an Agent s call 1 Press the Monitor Call Key or press the Feature Key and type in the Monitor Call Feature Code The next message to display Monitor BKSP OK Type in Agent s ID Number up to 4 digits and press the OK softkey The next message to display Monitoring xxxx JOIN EXIT
112. and M7208 features 3 Softkeys T7208 only Single Line LCD screen 8 programmable memory keys with Indicator lights Notes This Station Set does not have Softkeys The on the keypad serves as BKSP Backspace the on the keypad serves as OK and the RIs release Key serves as EXIT Supervisors cannot use the M7208 because a 2 Line LCD is needed for Supervisor features C3050 and C3060 features 2 Line LCD Liquid Crystal Display screen 3 Softkeys Can only be used with MICS 4 1 Working Issue 6 13 or greater T7100 and M7100 features Single Line LCD Liquid Crystal Display screen Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Feature Codes Main Menu Feature Codes are 3 numeric characters ranging from 900 to 999 Each Feature Code performs a specific function when executed by the Supervisor or Agent ACD provides a list of these Feature Codes for your reference Note If configuration changes are being activated in ACD Station Sets will display a System Busy message if an Agent or Supervisor tries to execute a feature session Follow these steps to display the Feature Code Assignments for Supervisor and Agent Functions Main Menu 1 On the Main menu move cursor to highlight Status to display the choices Highlight Feature Codes and press ENTER CLICK to display the Feature Codes Assignments screen 01708799 9 15 27 am CINPHONY 112233 19 Disk Full
113. apter 2 Configuration Although ANI accompanies ICLID as a selection you are only setting a delay for ICLID Calls when NONE is specified as Line Routing If ICLID is set to YES and DELAY ANSWER is used as first routing command step DELAY ANSWER duration must be greater than the PRIJICLID Delay Time specified If ORIG is specified as Line Routing and DELAY ANSWER is used as first routing command step DELAY ANSWER duration must be greater than the PRI ICLID Delay Time Follow these steps to specify the Backup Station Set DN 1 Highlight the Backup Station Set DN field 2 Type inthe 2 to 7 numeric characters for DN extension 3 If this is the only edit on this screen Save this information Note If you are using more than 1 Backup Station Set you only need to enter 1 of the DNs in this field Follow these steps to specify Login Logout DN and Available Unavailable DN Login Logout DN 1 Highlight the Login Logout DN field 2 Typein 2 to 7 numeric characters for DN Notes When entering a DN make sure you do not duplicate a DN used for a Norstar Station Set a Group Transfer DN or a Voice Port Refer to this User Guide Using Norstar Station Sets chapter Using Analog Station Sets section for directions on Login Logout Available and Unavailable Refer to the Norstar PRELUDE and CINPHONY ACD Installation Guide for directions to install 2500 Analog Station Sets Available Unavailable DN 3 Highlight the Available Unavailable DN f
114. ar Sets Error Message Not Configured Emergency Routing Group has not been configured or has been disabled Group Status Notes Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Group Status An Agent does not have to be logged in nor does a Supervisor have to be registered to use this function This function can only be performed on Station Sets T7316 M7208 M7310 M7324 M7410 C3050 and C3060 Follow these steps to view the status of a specific Group 1 Press the Group Status Key or press the Feature Key and type in the Group Status Feature Code The next screen to display Enter Grp BKSP OK 2 Type inthe Group Number and press the OK softkey The next screen to display G1 Q4 7T02 15 This status screen will display for 5 seconds It designates the Group you have specified the number of calls currently in queue for this Group and the longest time a call is currently in queue Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 113 Chapter 3 Using Norstar Sets Using Analog 2500 Station Sets 114 You can use these Sets with ACD to perform the following Agent functions Login Logout Available Unavailable Note These are the only functions an Agent can perform using the Analog Sets The Supervisor can only perform a Silent Monitor on an Analog Set To start the System Administrator must assign a Login Logout DN and an Available Unavai
115. asacseateiesanacessiaadenasensacanauaaes 17 Nth UGH ON EE EE A detec deeecs Sac ecte contd ee A E ews chest oetdey exedocs vaudevedustuauunes Seapeavaavenneecet 18 Configuration Dine CtOry aic 2cctececteccsss tecceusdeccieesectedeesseneedeascecdiei scsceteesctscerssagseceiececchtssaeuecessstestaeatsdeeseeceeciteessGcreasee 24 Agent Configuration iiser eiaa anaa Ayaa KARAER NEON AENA NEA eE EANA ANNA yaaa AAN AE a yii 27 Group Configuration ecenin Eeer AEE SAE AEDA TEATAN AET SAEED ETA ceeds CEE AETA EE ESE 30 Eine Contigua oN ia a N A E T A E A A 42 Supervisor Configuration si cee ceeccn see cevsceete ce cece ctenscete et eeceeeteectetertebetiebensceeh edasctiereveesterestetlevevsecteesseete eretcietersenetierenee 60 Emergency Configuration oerein asa anaa Soh can NEE nese teecde vance nde stop bcenveuek ese races ESA 62 Recorded Announcement a rea a rE ara Ea a aa Taa E avsaccecttectsaasscndacets Ceansavslccccethetensaeeatas cntacsusgaaveccensss 64 Voice Port Configuration sssyrsecininri iarri nannayrisan tapena igre AENA ENAA NETANA Ayran AKAUN a y ATENEA NANNA TANE aayan 66 Call Categorization orraa a a OA A E A a E a oncbuedssavunder sureties couse 67 System Wide Parameters aisirisri tecccetesccecivesccccees Seek ceeteseueeteesedecesssousereseccaeesseueeseanicauersseusteeteesereseeeeereyeccaervees 69 Update Config trations iiccctecsscccaiesececescadsecetessteectasicccageasdocesssteocetesgectcntesstecesegteedefesdsuqetes ieee cethecdageasueicedssgst
116. asks Access the System Status screen Display Statistics for another set of 8 Groups Follow this step to access the System Status screen from the Status Menu Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 119 Chapter 4 Status 1 On the Status Menu highlight System Status and press ENTER CLICK The System Status will display CINPHONY 123456 7z Disk Full Group Statistics 5z Rout ing Logged In Logged Out Available ACD Wrap Unavailable Calls Queued Longest Queued Calls Ourflw Out Calls Answered fiug Time To Answer Calls Abandoned Aug Time To Abandon Calls Disconnected Calls Transferred 4 15 16 Play Rec Idle Waiting 0 31 32 Cfg7Init Unused Disabled To display statistics for all of the Groups e Press the F5 Key to display 1st set of 8 Groups e Press the F7 Key to display last set of 8 Groups e Press the Right Arrow Key or the Tab Key to display the next Group in sequence e Press the Left Arrow or the Shift Tab Key to display the previous Group in sequence Press ESC when you want to exit this screen Note The call statistics reset to zero when a Group s Routing Hours cycle from DAY to NIGHT NIGHT to DAY 120 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 4 Status Feature Codes Follow these steps to display the Features Codes screen for Agent and Supervisor Functions Note You will use these codes at the Station Set when performing Ag
117. at HHH MM 53 Output Device LPT1 File Nane Type in From Agent or press FZ DEL CLICK and select Agent from list Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Notes Page Break on Agent ID default is YES therefore each Agent Profile will print on a separate page unless changed to NO Agent data will print consecutively with normal page breaks You can generate 3 Styles of an Agent Summary Report e ACD Duration e ACD Percent e Non ACD Duration Duration Formats include e HHH MM SS 010 20 30 e HHH MM S 010 20 5 e MMMM SS 0620 30 e MMMM 0621 30 rounded up 30 rounded down Note If ACD you can generate either a DURATION or PERCENT Report Style If Non ACD you can only generate a DURATION Report Style Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Report Field Column Definitions ACD DURATION and PERCENT Reports o o o o o LOG DATE Agent login time period within From Thru range listed in ascending order LOG IN time of day Agent logged in for time period LOG OUT time of day Agent logged out for time period auto logout active Agent LOGIN DURATION how long Agent was logged in for a day AVAILABLE amount
118. ata screen will display 01 02 99 11 33 14 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Process Data Agent Reports Group Reports Line Reports Process Data Process Last Database Updated 12 08 98 09 01 am Exit Press ENTER CLICK to Process Data F10 or Alt P also processes 3 Highlight the Process button and press ENTER CLICK to select You can also press the F10 key or the ALT P keys to process You will receive a message Processing Data X complete After 100 complete you can work with the Data Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 6 Maintenance Archive Data In this section steps are provided so you can access the Archive Data screen and copy processed call data from database to diskettes Make sure data is processed before archiving Follow these steps to access the Archive Data screen and copy processed call data from database to diskettes Main Menu 1 On the Main Menu highlight Maintenance to display menu Maintenance Menu 2 Highlight Archive Data and press ENTER CLICK to select The Archive Data screen will display 61 02 99 11 47 12 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Archive Data Purge Data Archive and Purge Data Export Data Archive Data Archive Last Archive Date Exit Date Range 12 01 98 thru 01 01 99 Pre
119. ation Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 21 Chapter 2 Configuration Call Categorization Configuration Call Categorization Number Call Categorization Description Menu Password Configuration pager zs System Wide PRI ICLID Delay Time Parameters Backup Station Set DN Configuration Login Logout DN Analog Station Set Available Unavailable DN Analog Station Set Indicator FlashRate 1 amp 2 Digit Timeout Port Timeout Automated Attendant Display on Station Set Normal Print Codes Printer Configuration 22 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Infocus Status Display Configuration Baud Rate COM only COM Port COM only Dynamic Data Rate COM or LAN Config Data Rate COM or LAN Name IP Address LAN only TCP IP Port Number LAN only Model and Format System Statistics Group Statistics Display Duration Wallboard Configuration Update Configuration Schedule Date Schedule Time Activate Changes Schedule Changes Chapter 2 Configuration Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 23 Chapter 2 Configuration Configuration Directory A Configuration Directory C CINPHONY DATBAK is setup to store all configurations made by you As soon as a Configuration screen is updated or edited and the information is saved ACD automatically copies this information into the directo
120. available number of Agents unavailable for this Group ACD number of ACD Calls currently being handled by this Group ACD Group number of ACD Calls from other Groups beings handled by this Group Wrap number of Agents currently in wrap for this Group Intercom number of Agents on Intercom Calls Incoming number of Agents on Non ACD Incoming Calls for this Group Outgoing number of Agents on Outgoing Calls for this Group Voice Port States At the bottom of the screen the current state of each of the 16 Voice Ports is displayed There are 8 Voice Port states Config Voice Port is currently being configured If Voice Port is connected this state will change to IDLE if not this state will change to UNUSED Idle available but not active Recording a call or an announcement Playing a recorded call or a recorded announcement Waiting in use but holding for user intervention preparing to play an announcement or for an ATA to clear dD Initing port is trying to reset from an error that occurred Disabled not in use due to failure Unused not connected In this section steps are provided so you can perform the following tasks Access the Group Status screen Select a Group and Display Statistics for that Group Follow this step to access the Group Status screen from the Status Menu 1 On the Status Menu move cursor to highlight Group Status Display and press ENTER CLICK The next scre
121. ber of Agents for each Group or one Group who are currently unavailable This includes Agents indicating manually their unavailability and Agents on Non ACD Incoming Outgoing and Intercom Calls Unavailable Manual On the Agent Profile and Agent Profile by Group Reports this report field column provides the amount of ACD Time or percentage of time Agent was inactive for each Group during specified time period and pressed the Unavailable button to go unavailable Unavailable Other On the Agent Profile and Agent Profile by Group Reports this report field column provides the amount of ACD Time or percentage of time Agent was inactive for each Group during specified time period because of time spent on Non ACD Calls Unused Voice Port At the bottom of the System and Group Status Display screens all Voice Ports are listed in their current states An Unused Voice Port designates that this port is unavailable for use or does not physically exist Update Configuration On Configuration screens you can Save new or changed configurations by pressing the F10 key Once the information is saved for either Agent Group Supervisor Line or Emergency Group Configuration you can use the Update Configuration Configuration Menu feature to activate updates immediately or schedule update changes at a later date V Value On the Routing subscreen Group Configuration you can select a Routing Command for each Step on the Routing Comma
122. ble currently in wrap handling Intercom calls handling Incoming calls and handling Outgoing calls There is also an Agent status for the number of ACD Calls Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 203 Glossary 204 currently handled by the Group and the number of ACD Calls from other Groups being handled by the Group Alert When a call reaches this command in the Routing Table the specified station set rings to alert a Supervisor or Agent that a call has reached this alert step Alternate Group On the Agent Profile by Group Report this column provides the amount of ACD Time or percentage of time an Agent took calls from another Group Analog Station Set You can use a 2500 Compatible Analog Station Set with ACD You can only perform however a Login Logout and Available Unavailable To install an Analog Station Set refer to the Norstar PRELUDE and CINPHONY Suite ACD 3 6 Installation Guide Analog Station Set Parameters There are 2 Parameters to configure for Analog Station Sets Login Logout DN and Unavailable Available DN Refer to Configuration Menu System Wide Parameters for more information and directions ANI Automatic Number Identification On the Originating Number ANI ICLID Configuration screen you can specify an ANI Number When a call arrives on a line with this number this number will display to inform you who is calling Announcement This Routing Command is used to play a recorded an
123. ceresscececesecteesessecductesszecacesecusesedsucductsececeseaiuececesseaninascuscscnsedecereaiee 114 CHAPTER 4 ST TATUS ssssnnaaannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nnn nnnnnnn annnm nnne 115 Group Status DiSplayni is ea renan eaaa era aer aaee ce cccetctes ar aa a baw eaa a r aE Eara a Ean araa aaaea aaaea nEn teeeaneee 116 System Status Dis play ror a aA AA A ATAATA EN A AOTAN TA On TENE AE A AAE INESE 119 Feature OOd ES r e a ea dada Seca acne Se Sate cence ea use a ae cus a aa a aa Eaa a an 121 PDOUU AC D P E A E A E E E N stirs 122 CHAPTER S REPORTS a E a ae aa aeae e ae e ae a aa pae a eE a aaa Ea ae EA ae a 123 4 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Table of Contents VAtOG UCU ON iiss ccc cece Fee has aa Ste ce esac otek doe Nac ctl Steg eco acibs tue te wan E 124 ProCesS Data E E A AT T ccdsanuuccdeccttecdyssnsdeceiets E T 125 Common Report Parameter rissies eccecsceiese encuentren renn inea enarrare dussuncctcuerd ce evensnecndeteeseduneeseciecerereeesetne 126 Agent Repris oiean nener EEEE EARNEST E slic eites stl ees ative cles stub gwassdue eeu satite Cheat euevatue Oocessteecveasuvecesstues 128 GrOUp RE POmts lt 2c2cecfceac cases deceefeeadk OT c svsuacencess savwensabdunctvcveatadteseverserauucsanecetectiseseeeates 134 Line REP OMS nsien aa aaa eaaa aa N eaea a pa ar danaa aeaa aroi trnesatedeecvapee teeta dteeeeennsv eel iengs 138 Categorization Reports eiaa i ie a N E NEEE E E T E A
124. cified Type in the time MM SS format of at least 1 second in the Value field DOS Shell On the Main menu you can select DOS Shell to exit ACD and display the CINPHONY DOS Prompt Directory C CINPHONY gt Call Processing will remain active Duration On the Overflow Group Configuration screen you can specify the duration of a call before overflow begins You can use Duration and or Calls to set overflow thresholds If either threshold is met overflow will occur Duration Report Style Refer to this Glossary for a definition of Report Style E Emergency Routing The Emergency Group can be enabled from a station set Once enabled the Emergency Group will handle all incoming calls Emergency Group Setup On the Emergency Setup configuration screen you can add or delete an Emergency Group After adding an Emergency Group a Supervisor or an Agent can route all calls to this Group from the station set Execute On the ACD Control Menu you can select Execute to perform the following installs Add On Upgrade or Update You must first select Deactivate to stop Call Processing before using Execute Expected QTime Announcement On the Group Configuration screen Routing Table subscreen you can select this Routing Command to announce to the caller how long the caller might be expected to wait before the call is answered Export Data You can use this export function to create quote delimited files for use in other databa
125. comes in is routed to this Group and reaches the ALERT Command the alert ring will sound at the DN The ALERT Command can be used more than once on the Routing Command Table Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Value type in up to 7 numeric characters CINPHONY and II only 12 DNs can be programmed with ALERT Note Try to minimize the use of Station Sets that are assigned for alert ring Agents cannot log in on this Station Set You cannot enter a Voice Port DN or a Group DN ANNOUNCEMENT plays a recorded announcement This announcement is interrupted when an Agent becomes available to take a call Value type in 3 numeric characters for Announcement Number A maximum of 240 Announcements can be recorded Note Using Recorded Announcement Configuration you can add a Description to each Announcement Number to further identify the Announcement AUTO ATTD if you have installed the Automated Attendant Add On you can use this Command to play an Announcement to the caller and prompt for a caller response indicating their choice of how to direct their call The caller presses specified keys on the Station Set keypad to attend to the call Note PRELUDE maximum of 6 AUTO ATTD Menus and 240 Recorded Announcements can be used CINPHONY 12 AUTO ATTD Menus and 240 Recorded Announcements can be used and CINPHONY II 80 AUTO ATTD Menus and 240 Recorded Announcements can be used You can direc
126. connect Routing Command CALLS TRANSFERRED number of ACD Calls transferred by the TRANSFER TO LINE XFER LINK XFER CDR TABLE or VMAIL XFER Routing Commands or to another Group by the GROUP Command during the time period for the day INCOMING CALLS number of Non ACD Calls received on this Line during the time period for the day INCOMING DURATION length of time for all Non ACD Calls received on this Line OUTGOING CALLS number of Non ACD Calls received on this Line during the time period for the day OUTGOING DURATION length of time for all Non ACD Calls received on this Line during the time period for the day TIME BUSY percentage of the time period that Line was in use Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 139 Chapter 5 Reports 140 Line Profile Summary Report This Report summarizes the following Number and duration of all calls received for the day Summary of ACD call activities for the day Number and duration of all Incoming and Outgoing Calls for the day Percentage of the interval that Line was in use Follow these steps to Run Report for all data in database to Output Device 1 Access the Line Profile Summary Report screen 01 02 99 11 39 57 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data Agent Reports Group Reports Line Reports Line Profile Summary Report Date Range 12 01 98 thru
127. correct digit string After the Primary Announcement the caller completes the first attempt by entering in the appropriate digit string If this is an incorrect digit string the Secondary Announcement will play telling the caller to re enter the digit string You can for example select 3 attempts that would give the caller two chances to enter the correct digit string The Secondary Announcement will drive these last two attempts Transfer DN optional field 6 Type in from 2 to 7 numeric characters range 2 9999999 You can assign a Transfer DN to this CDR Table so that a call for any reason can be transferred to this CDR Table and the caller can start the process of entering a digit string Highlight the Primary Announcement field Primary Announcement required field 7 Type in the Announcement Number for this Primary Announcement that was previously recorded on the Station Set using the Announcement Maintenance feature The Primary Announcement is designated as the announcement to give the caller directions to enter the appropriate digit string Refer to Chapter 3 Using Norstar Station Sets Announcement Maintenance to record this announcement Primary Announcement example without a Digits to Collect maximum Thank you for calling ABC Company please enter your code and then press the pound key Your call will be sent to the appropriate group Primary Announcement example with a Digits to Collect maximum of 7 Thank you for calli
128. creen and subscreens You can also delete this Group ALT D keys once it has been displayed in the same manner Note For PRELUDE you can add up to 3 Groups for CINPHONY l you can add up to 6 Groups and for CINPHONY II you can add up to 80 Groups Description required field 2 Type in up to 20 alphanumeric characters Highlight Name on Station Set field Name on Station Set required field 3 Type in up to 8 alphanumeric characters that abbreviates the Description of the Group to display on the Station Set Highlight Transfer DN field System Wide Parameters Display on Station Set Note On the System Wide Parameters screen you can select whether you want the Group DNIS DID Description CDR Number or CDR Description to display on the Agents Station Set when ACD Calls reach the Station Sets There are 4 types of configurations possible to help you make your selection Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 31 Chapter 2 Configuration 32 e Group is default When an ACD call has not been routed by Destination Number Configuration DNIS or Caller Directed Routing Number Configuration CDR the Group to where the call was routed will display on the Station Set e Select Group or DNIS DID Description When an ACD call is routed by Destination Number Configuration DNIS DID to a Group e Select Group DNIS DID Description CDR Number or CDR Description When an ACD call is routed by Destination Number Configurati
129. d Form Feed On the Printer Configuration screen you can specify YES or NO for Form Feed YES Printer is configured for Form Feed prints next page on previous page if page break on previous page occurs before specified page length NO prints next page regardless of where previous page s page break occurs carriage returns are inserted to end of page Form Length On the Printer Configuration screen you can specify the maximum number of lines that will fit on the form selected based on 6 lines per inch A standard 11 inch form is 66 lines From Range On the Report screens you can specify the start From and end Thru for report parameters such as Date Time Group Agent ID etc Refer to this chapter in the User Guide Common Report Parameters for the From and Thru Rules G Go To Step On the Routing subscreen Group Configuration you can use this Routing Command as a step to return caller to a previously specified step execute that step s command and then repeat the following commands Group On the group Configuration screen you can add update or delete a group from the database Group Overflow Report This Report provides a summary of call overflow for all configured Groups The Report displays outgoing overflow groups inward overflow number of calls received number of calls answered number of calls abandoned number of calls picked up and disconnected and number of calls transferred Group Profile Repo
130. d EXIT RIs Note 15 seconds is allotted to type in 1 or more codes or until Wrap Duration automatic expires whichever is shorter If Wrap Duration has been set to NONE you cannot enter a Categorization Code 96 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Record Call Note Record Call is only available for CINPHONY amp Il Levels Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Record Call Follow this step to Record a Call 1 Press the Record Call Key or press the Feature Key and then type in the Record Call Feature Code The next message to display Record request The next message to display is the Recording ID Number assigned automatically by ACD Recording xxxxx To stop Recording hang up press Rls Hold or Feature Keys The next screen to display Record Off Restrictions e Agent must be logged in e Cannot Record a conference call e Cannot Monitor a Recording Error Messages No active call Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 97 Chapter 3 Using Norstar Sets Agent is not on a call or Agent is on conference call Log in first The Agent is not logged in Log in first Record Off No Voice Port available to record a call configure voice port or another Agent is recording 98 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Superv
131. d type in the Play Call Feature Code The next message to display Agent xxxx BKSP OK 2 Type inthe Agent ID Number up to 4 digits and press the OK softkey The next message to display Call xxxx BKSP OK 3 Type in the Recorded Call Number and press the OK softkey The next message to display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 109 Chapter 3 Using Norstar Sets Playing 4 Listen to recording Press the EXIT softkey if you want to stop A Terminate message will display for a few moments before the Date and Time message displays Error Messages Not available No Voice Ports are available to play call back at this time try again Not Recorded b Recorded Call Number does not exist Go to System Maintenance Menu and view calls on Recorded Calls Maintenance screen Register first m Nota registered Supervisor 110 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Call not found No call recorded under Call ID Terminated bPlay call has been canceled Emergency Routing Notes Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Emergency Routing Emergency Group must have been previously configured An Agent does not have to be logged in nor does a Supervisor have to be registered to use this function Follow these steps to turn Emergency Routing ON so all calls will be routed to the E
132. date select Update Configuration Follow these steps to update existing Agent information ID 1 Type the existing Agent s Identification Number and press ENTER CLICK or Press the F2 DBL CLICK to display all Agents Identification Numbers highlight Agent ID and press ENTERICLICK to select 2 All Agent information will display on the screen Edit any of the fields for this Agent 3 When all screen information is complete press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save the Agent configuration Then select Update Configuration on the Configuration menu to activate or schedule the update of these configuration changes Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Follow these steps to delete an Agent from database ID 1 Type the existing Agent s Identification Number and press ENTER CLICK or Press the F2 DBL CLICK to display all Agents Identification Numbers highlight Agent ID and press ENTERICLICK to select 2 All Agent information will display on the screen Press the ALT D Keys simultaneously or highlight Delete and press ENTER CLICK confirm YES to delete and the Agent will be deleted Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 29 Chapter 2 Configuration Group Configuration After all Agents have been configured you can configure the Groups you will need for your call center When Groups are configured they will display in the cho
133. ded Announcement Number Number required field 1 Press F2 DBL CLICK highlight Recorded Announcement Number and press ENTER CLICK to select The Description field is highlighted Description optional field 2 Type in up to 20 alphanumeric characters that describes the Recorded Announcement Note This information will display on the System Configuration Report 3 When all screen information is complete press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save the Recorded Announcement configuration 64 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Follow these steps to update a Description 1 Press F2 DBL CLICK highlight Recorded Announcement Number and press ENTER CLICK to select The Number will display with its Description if it was added previously 2 Use an editing key to delete the old Description and type in new Description or enter the Announcement Number select Delete and the Description not the Announcement is deleted 3 When completed Save this new Description Note A Recorded Announcement can be deleted using the Report File Maintenance option Select this option from the Reports Menu Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 65 Chapter 2 Configuration Voice Port Configuration 66 Voice Port DNs are automatically configured by ACD when the processor boots up If the Voice Port DNs are changed on the Norstar you only need to sel
134. ding order earliest to latest e TIME IN SECONDS AND BLOCK number of seconds specified for a column 15 blocks of time Each block of time displays the number of calls answered abandoned picked up and disconnected and transferred within its time interval foreach 30 minute time period The time intervals are also in ascending order e ABANDONED number of ACD Calls in a block for a time period that were abandoned because the caller hung up before an Agent could answer the call e PICKED UP OR DISCONNECTED calls answered on a station set other than the original station set by the Norstar Pick up feature or calls disconnected by the Disconnect Routing Command e TRANSFERRED number of ACD Calls in a block for a time period transferred to a Norstar DN using the TRANSFER TO LINE XFER LINK XFER CDR TABLE or VMAIL XFER Routing Commands or to another Group by the GROUP Command e Telephone Service Factor T S F percentage of calls answered within the Time in Seconds interval block Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports ACD Call Profile Summary Report This Report provides the time it took for each ACD Call to be in queue before being answered abandoned picked up and or disconnected or transferred This call data is calculated in totals for each time block within each day specified This Report displays the following Number of answered calls for the day Number of abandoned calls
135. e Deactivate Execute Off Line Return and Shutdown Refer to these terms in this Glossary ACD Duration A report field column for Line Profile Report defined as the total amount of ACD Time during the time period for the day ACD Group An Agent statistic defined as the number of ACD Calls from other Groups being handled by this Group ACD Line When you assign a Group to a Line in ACD it becomes an ACD Line ACD Time On the Agent Profile Report ACD Time reflects how long Agent was available how long Agent talked how long Agent put caller on hold how much wrap time Agent used how long Agent went unavailable how many calls Agent answered and how many time Agent requested a Supervisor s help ACD Security Key This security key is an Input Output Device attached to the end of the parallel printer cable that connects to the parallel printer port on the Applications Module This key is needed to run ACD Activate On the ACD Control screen you can select Activate to start Call Processing that was previously deactivated Activate Changes After configuration changes are saved you can select Update Configuration on the Configuration Menu to either activate these configurations now or schedule them for a later update Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Add Ons In the Overview Chapter Introduction section the ACD Add Ons are listed in a table These features are available to you with this
136. e Security Key to make sure of a proper connection a fF WN Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 15 Chapter 1 Overview What are the differences in the ACD Levels This table lists the differences in the capacities features and reports among PRELUDE CINPHONY I and CINPHONY II levels Actveagens ttc feo E agentios foto k aeoe eao o e A e Voice Ports Enab ft Overflowlevels tt fe StepsinRoutingTable ftw tw E Routing TablesperGroup ff Emergency Routing Grupo ff gg S Nie se Lines 30 120 with MICS 4 x 144 lines Features Le Agenter Nf es es at Nf es es k Priority Queuing Nf es es E silentMonitor LN es es E AgentRecord Cal LN es es E Data Expor TN os es E DIDIDNIS TargetLine Support Ys f es es O Emergency Routing LN es es E C a a Destination Number Report w Yess o Note All ACD levels can be expanded via Voice Port Activation Add On to a maximum of 32 voice channels 16 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Chapter 2 Configuration Introduction You will use this menu s screens to complete the installation process The Configuration screens allow you to add edit and save the parameters you want to set for the system When you select this option on the Main Menu a screen will display with 14 choices required and optional configurations The fol
137. e Supervisor s Station Set a message displays the first initial of the Agent followed by the last name For example J Smith Help Note If you request Help when not on a call a message will display Dial Supervisor Dial the Supervisor s extension Error Message No Supervisor bd Agent tries to request Help from Supervisor but Supervisor is not registered Dial Supervisor Agent is idle or on Non ACD Call and tries to request Help from supervisor 94 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Log in first bAgent tried to perform a function without logging in Calls Queued Note Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Call Queued An Agent can use this feature while on or off a call to see how many calls are in queue and which call has the longest duration in queue Only the Groups in which the Agent has logged in can be viewed by Agent Follow these steps to view the Calls Queued 1 2 Program a memory button for the Calls Queued Feature If you are on a call and you press the Calls Queued key you will receive the status for calls in your current Group Each time you press the Call Queued button you will receive the status for the next Group into which you are logged For example you are logged in to Group 1 2 3 and 4 You are on a call for Group 2 there are 4 calls in queue and one of the calls has bee
138. e Unavailable DN If the wrong Available Unavailable DN is entered ACD will ignore the request and the Norstar will give you a busy signal Try again to go Available Notes Ifan Agent s Group is using automatic Wrap an Agent using an Analog Set will receive the same Wrap duration period When Wrap Duration has ended the Agent will be available to receive a call An Agent can cancel Wrap by going Unavailable and then back to Available during the automatic Wrap period Refer to your Analog Station Set manual and or the ATA manual for directions to use the Station Set s features The features covered in this guide only pertain when using an Analog Station Set with ACD Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 4 Status Chapter 4 Status There are 4 Status screens you can view Group Status Display System Status Display Feature Codes About ACD Group Status Display 116 The Group Status Display screen displays real time Call Processing Statistics for all of the Agents in a Group You will be able to monitor Group performances and identify problems as they occur The following information will display to identify each Agent in the Group gt ID Number Current Activity Status Duration of Current Activity Call Processing Statistics Calls Queued number of calls in queue for this Group Longest Queued length of time MM SS the oldest call has been in queue for this Group Calls Ov
139. e a properly formatted diskette is in Drive A 2 Highlight the Copy button and press ENTER CLICK or press ALT C The Report or Export File is copied to the diskette You may have to use several diskettes depending on the size of the Reports or Files Follow these steps to move the Report or Export File to Drive A 1 Make sure a properly formatted diskette is in Drive A 2 Highlight the Move button and press ENTER CLICK or press ALT M The Report or Exported File is moved to the diskette The Report or Files no longer resides on the hard disk You may have to use several diskettes depending on the size of the Reports or Export Files Follow this step to view the Report on the screen 1 Highlight the View button and press ENTER CLICK to select or press ALT V In a few moments the Report will display on the screen To move around Report on screen use the following keys TAB SHIFT TAB moves the cursor right and left on screen END END moves the cursor to end and beginning of Report ARROW KEYS moves cursor in direction of Arrow key CTRL HOME CTRL END moves cursor to beginning and end of Report row Follow this step to print the Report 1 Highlight the Print button and press ENTER CLICK or press ALT P The Report will print to the parallel printer port specified on Printer Configuration screen Follow this step to delete the Report RPT or HTM or Announcement File 1 Highlight Delete button and press ENTER CLICK
140. e at the start to take calls 1 2 DOS Shell or Quit ACD and return to DOS C CINPHONY gt After the CINPHONY Directory type in ACDLOGIN press the Spacebar once type in Agent s ID or Non Agent s ID press the Spacebar type in Agent s Station Set DN or ATA s DN for Non Agent press the Spacebar type in 3 press the Spacebar type in 4 press the Spacebar type in 5 press the Spacebar and type in the letter A for Available Then press ENTER to complete login command line Example C CINPHONY gt ACDLOGIN 0001 230 3 45 A lt ENTER gt Follow these steps to login Agent 0001 in all Groups to which Agent is assigned and who will be unavailable at the start to take calls 1 2 DOS Shell or Quit ACD and return to DOS C CINPHONY gt After the CINPHONY Directory type in ACDLOGIN press the Spacebar once type in Agent s ID or Non Agent s ID press the Spacebar type in Agent s Station Set DN or ATA s DN for Non Agent press the Spacebar type in the word ALL for all Groups to which Agent is assigned press the Spacebar and type in the letter U for Unavailable Then press ENTER to complete login command line Example C CINPHONY gt ACDLOGIN 0001 230 ALL U lt ENTER gt Note To take a call the Agent will have to go available at the station set Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices Follow these steps to login Agent 0001 in specified Groups 3 4 and 5 to which A
141. e of the Group for the call and the amount of time caller has waited XXXXXXXX 99 99 A call has overflowed from one Group and is being sent to this station set This display shows the name of the group for the call a symbol designated Overflow Call and the amount of time caller has waited 188 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices Appendix 2 Troubleshooting The following are common problems that may occur while using ACD If the solution provided does not solve the problem call CINTECH Support Problem ACD locks during start up Possible Solutions Check Applications Module connections power switches cords and outlets Listen to system cooling fan If fan is not running and incoming power is good a hardware problem may exist Call Technical Support Check for error messages on ACD screens and if displayed write them down for your dealer s reference Problem Agents are not receiving calls Possible Solutions Try to log in at station set If LOGIN or END CALL message displays ACD is operating correctly Check to see if the Incoming Lines are working correctly If Feature 9nn or Feature Inactive displays on the station set ACD has stopped running Warm Boot CTRL ALT DEL the system Try to make an Outgoing call and if you cannot this means that either the Norstar or Lines are not working Try to call a ACD Line while watching the Status Display Screens If calls are que
142. e the left Mouse button to select LASERJET HP LaserJet 6L 0 Select Install HP LaserJet 6L will install and its Printer Object will display on the OS 2 Desktop O AN OO FR WN Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 197 Chapter 9 Appendices 11 Enter PRELUDE or CINPHONY select Printer on the Configuration Menu and then configure HP LaserJet Ill that will operate the HP LaserJet 6L model Appendix 6 Virtual Modem Norstar Applications Modules based on their production date may be equipped with an on board internal modem This virtual modem must only be used in conjunction with a CINTECH Support representative for troubleshooting purposes Several important internal modem features will be highlighted here but for detailed directions please refer to your Norstar Applications Module Installation and Maintenance Manual The internal modem utilizes voice channels and a standard Norstar DN to establish the modem connection It is important to note therefore that when the internal modem is in use your system s voice announcement capacities may be impacted b The internal modem is off by default A password protected Norstar Feature Code is used to configure and enable disable the internal modem When enabled the internal modem utilizes 1 voice channel D When a modem connection is established 3 additional voice channels are utilized i e 4 total voice channels in use for the duration of the modem connec
143. eature code to cancel wrap Category By Agent Report This Report provides the number of calls logged for each Category by Agent during a specified time period If Category Description was entered during Configuration it will also display Categorization Reports On the Reports Menu you can select 2 Categorization Reports Category By Agent Report and Call Categorization Report Refer to these Reports in this Glossary or to the Reports chapter in this Guide Categorize This is an Agent Function performed on the station set At the end of a call the Agent enters a tracking code or category for each ACD Call Refer to this Glossary for a definition of Force Categorization Category Description This is a brief definition assigned to the Category Number on the Categorization Code screen Category Number On the Call Categorization Report this report field column provides the number assigned to the calls that Agents entered at their station sets CDR Number On the Caller Directed Routing Number Configuration screen you can add update or delete a CDR Number on a CDR Table You can add up to 1 000 CDR Numbers for a CDR Table CDR Number Description On the Caller Directed Routing Number Configuration screen you can add or update a CDR Description for every CDR Number configured CDR Table On the Caller Directed Routing Number Configuration screen you can utilize a CDR Table to configure CDR Numbers You can configure up to 1 000 C
144. econds Logged Groups A string of Y N characters indicating into which Groups the Agent logged For instance YNNNYNNNNNNNNNNNNNNNNNNN indicates an Agent logged into Groups 1 and 5 dependent on ACD Level Example AGENT 1111 SOHN SMITH 02 13 95 8 20 ACTIVE 2240 1240 400 YNYNYNNNNNNNYNNNNNNNNNNN Maximum Groups PRELUDE 3 CINPHONY 6 CINPHONY II 80 1 10 11 9 Available Duration Duration in seconds Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 191 Chapter 9 Appendices Categorization Record Whenever an Agent categorizes a call a Record is entered here FieldNumber FieldName phos d fh KS TO CSC S B Pesii 11030 alphanumeric characters 6 Agent ID 2 to 4 numeric characters 7 Group Number 1 to 2 numeric characters 1 80 dependent on ACD Level Example CATEGORY 0001 SUPPORT 02 13 95 8 20 1111 02 Maximum Groups PRELUDE 3 CINPHONY 6 CINPHONY II 80 Busy Period Record Each Record corresponds to an occasion when all Lines assigned to the Group are busy BUSY Group Number 1 to 2 numeric characters 1 80 dependent on CINPHONY Level Start Time Time in user selected format Duration in seconds Example BUSY 02 02 13 95 8 20 20 Maximum Groups PRELUDE 3 CINPHONY 6 CINPHONY II 80 1 192 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide
145. ect Reconfigure and the new DNs will display There is 1 screen with 1 field to complete to reserve a Voice Port Follow these steps to access the Voice Port Configuration screen from the Configuration Menu and then reconfigure the Voice Ports reserved for Recorded Calls 1 On the Configuration Menu highlight Voice Port and press ENTER CLICK to select The Voice Port Configuration screen will display 01702799 11 30 18 am CINPHONY 123456 74 Disk Full Woice Port Configurations Shell Port DN Numbers Port DN Numbers Port DN Numbers Port DN Numbers 01 229 09 256 17 UNUSED 25 UNUSED 0z 357 10 378 18 UNUSED 26 UNUSED 03 231 11 260 19 UNUSED 27 UNUSED 04 259 12 380 20 UNUSED 26 UNUSED 05 238 13 UNUSED 21 UNUSED 29 UNUSED 06 366 14 UNUSED zZ UNUSED 30 UNUSED 07 240 15 UNUSED 23 UNUSED 31 UNUSED 08 372 16 UNUSED 24 UNUSED 32 UNUSED Record Calls Reserved Ports 0 Save Reconf igure Exit Cursor keys scroll lt ENTER gt selects and lt ESC gt exits choice menu Record Call Reserved Ports CINPHONY Levels and II only 2 Press F2 DBL CLICK highlight Number and press ENTER CLICK to select 3 When all screen information is complete press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to save Voice Port configuration 4 Press Reconfigure Notes If for example there are 4 Ports with Directory Numbers and the
146. ectasicece 73 Menu PaSSwor Ma a A A T A dun veczons ccaveestlucuncthesvausutveutoyyccustashecuaets 75 Printer COnmtighiration ae rre eee a aaar ear bine E aaa a a r ae aT E aa aaa araa aA Aaa raae ah Ea a a Aenea ces vunesieitulteestss ceaaeoeelee 76 Wallboard Config uration es 0 ccsccccccsccecieceseitees lt cieedeanseerenkaceecinevscdtenscaceedestseeseesaceetdeensei sens acieednaaidednstscetavesvseitanseaineds 78 Infocus Status Display Configuration ccecccceeseeeeeeeeeeeeeeeeeseeeseeeseeeeeeeeseeeseeeseeeseaeseeeseaeseseseaesesneaeseseseneaeeeneaes 81 CHAPTER 3 USING NORSTAR SETS sssssssssssessessesessessessssecsessessssesssssesusseesesnesucseeseesessees 83 IMTROGUCTION vii sneecacecccdecisduadeseccetacinssaaccsccnceceiazsnasdsecansdnansscaaceecaduaatuaduauseenccessisedaduscueeet eas A TAAT 84 Feature Codes Main Menu cccsseccccessenceeeseeneeeeseenseeeeseeeseeesneeseseseeesesesuaesecesuaeseseseaesesesuaeseesneesesesaesesesseanseeeeaes 85 AGONt FUNCHIONS a N E E decanted eaten siti O cei d ites ccbe wees sita dens A E E A E 86 Performing Agent FUNCtONS sssini nnana Ae A rae AA scenes edsuccedesnsiencesdeecectasseaseasteacgearbeuecterieeee 87 SUPEFVISON FUNCUUOMNS r a a E r r a a Ea a rE ana a Dana aaa Eana aa Eaa eaa i 99 Performing Supervisor Functions sssusssenussennnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nn nnnnn nnmnnn 100 Using Analog 2500 Station Sets c ciccccesscccacessie
147. ection 30 39 Model 79 Models and Description 79 Monitor Call 110 MONITOR CALL 126 Monitor Call Silent Monitor 102 Monitor Call Feature Code 110 Monitor Call Key 110 Month 158 Monthly Summary Report 129 153 158 Move Report File to Drive A 163 N Name 61 Name on Station Set 30 31 Name IP Address 84 Night Routing Command 30 NO ANSWER 38 NO EXECUTE 162 Non ACD DURATION Report 134 136 232 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Index NONE 32 46 Normal Print Codes 78 Norstar 2 8 11 15 32 33 37 38 46 47 72 87 88 89 94 95 97 98 100 103 106 107 110 112 114 116 118 125 141 142 143 145 147 150 154 156 159 Number 65 Number of Retries 55 57 58 Number of Voice Ports 126 O Off Line 181 182 ORIG NUMBER 46 ORIG DEST 46 Originating Number 42 Originating Number ANI ICLID 42 Outgoing 121 OUTGOING CALLS 134 136 145 147 OUTGOING DURATION 134 136 145 147 OUTGOING OVERFLOW GROUPS 142 Output Device 131 overflow call 93 Overflow Group 30 40 P Page Length 78 Password 28 61 63 64 76 89 103 115 Password Configuration 76 PERCENT Reports 134 136 PICKED UP OR DISCONNECTED 142 156 Play Call 102 112 PLAY CALL 126 Play Call Feature Code 112 Play Call Key 112 PLAY softkey 108 Playing 121 123 Port Timeout 31 51 59 70 73 92 Possible Solutions 196 Primary Announcement 37 54 55
148. ed The maximum number of Agents have been logged in for ACD Wait for an Agent to logout before logging in Logout Aborted EXIT Key was pressed after ACD requested confirmation of a logout command The LOGIN Key was pressed while Agent is logged in ACD is making sure that you wish to logout Logout first Agent must be logged out before performing the operation requested No active call Agent must be on a call before ACD can start recording a conversation Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices No supervisor There is no Supervisor registered for the Agent s Group Pwd 99999999 BKSP OK EXIT An ID was entered as part of Login process ACD now is asking for the password before authorizing Login Record on The RECORD CALL was pressed ACD is now recording current call Level II only Record off The RECORD CALL Key was pressed during the recording of a call ACD will now stop recording and store call to disk Record unavail The device to record call is presently unavailable Try again Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 187 Chapter 9 Appendices Unavailable The UNAVAILABLE Key was pressed while Agent is available Agent is still logged in however ACD will not route calls to station set unless the UNAVAILABLE Key is pressed again XXXXXXXX 99 99 A call has been sent to Agent s station set This display shows the nam
149. en to display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 117 Chapter 4 Status 118 Statistics Group ID DEMO GRF Agent DAY Rout ing Name Status Calls Queued Longest Queued Calls Overlw Out Calls Ansuered Aug Time fAnsver T 8 F zZ Longest Wait Calls Abandoned Aug Time Aband Calls Discncted Calls ferred 00 25 102 2 101 354 103 104 233 105 106 107 198 r i Ba E Ey Em Em TE HIGGINS CONNOR JONES ADAMS MONROE SANDSTRA GRAMBLE FANELSE PRATT ACD ACD GROUP 2 WRAP ACD HELD UNAVAILABLE UM ACD CONFERENCE AVAILABLE E OUTGOING LOGGED OUT Logged In Logged Out Available Unavailable ACD Intercon ACD Group Incoming Urap Dutgoing i4 15 16 Play Rec Idle Waiting 30 31 32 Cfg Init Unused Disabled Follow either step to select a Group and display statistics for that Group 1 When the Group Status Display screen displays the cursor will be positioned on the Group Number field at the top center of the screen Type in up to 2 numeric characters for Group Number and press ENTER The Group s Statistics will display or Press F2 DBL CLICK to display the list of Group Numbers Move cursor to highlight Group Number and press ENTERI CLICK to select The Group Number and Statistics will display Follow either step to display another Group Notes The call statistics reset to zero when a Group s Routing Hours cycle from DAY to NIGHT NIGHT t
150. ent or Supervisor Functions Refer to Using Norstar Station Sets chapter in this User Guide for detailed directions on use 1 On the Status Menu highlight Feature Codes and press ENTER CLICK to display the Feature Codes screen 01708799 9 15 27 am CINPHONY 112233 19 Disk Full Status Configuration Reports Maintenance ACD Control DOS She11 I Feature Codes Display Agent Functions Feature Code Supervisor Functions Feature Code LOGIN 903 REGISTER 3909 UNAVAILABLE 904 RETRIEVE MESSAGES 910 CANCEL WRAP 905 ANNOUNCEMENT MAINTENANCE 911 HELP 906 MONITOR CALL 912 CATEGORIZE 907 PLAY CALL 913 RECORD CALL 908 EMERGENCY ROUTING 914 CALLS QUEUED 918 GROUP STATUS 923 Exit Press ENTER CLICK to return to Status Menu Agent Functions LOGIN UNAVAILABLE CANCEL WRAP HELP CINPHONY amp II only CATEGORIZE RECORD CALL CINPHONY amp II only CALLS QUEUED ANNOUNCEMENT MAINTENANCE PRELUDE only Supervisor Functions CINPHONY I amp Il only REGISTER RETRIEVE MESSAGES ANNOUNCEMENT MAINTENANCE MONITOR CALL PLAY CALL EMERGENCY ROUTING GROUP STATUS Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 121 Chapter 4 Status About ACD Follow these steps to display the About ACD PRELUDE or CINPHONY screen to view important information on the application you are currently using 1 On the Status Menu highlight About and press ENTER CLICK to display the About screen 01 02 0
151. eport screen 01 02 99 11 42 03 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Process Data Agent Reports Group Reports Line Reports Categorization Reports Call Categorization Report Date Range 12 01 96 thru 01701799 Run Report Time Range 00 00 thru 24 00 Category Range thru Exit Report Dutput Device LPT1 File Nane Type in the From Group or press F2 DBL CLICK to select group from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Report Field Column Definitions e CATEGORY NUMBER number assigned to call Agent enters category number on station set when call is completed e CATEGORY DESCRIPTION the brief description assigned to the Category Number on the Categorization Code screen from the Configuration Menu e TOTAL number of calls assigned a Category Code during the specified wrap period Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 145 Chapter 5 Reports Category By Agent Report This Report displays the following Number of calls logged for each Category by Agent during a specified wrap period If Category Description was entered during Configuration it will also display Follow these ste
152. eports ACD Call Profile Detail Report A Count by Group of ACD Calls received during specified time period and how long it took to answer abandon or route calls ACD Call Profile Summary Report A Count by Group of ACD Calls received for the day and how long it took to answer abandon or route calls Abandoned Call Report A Count of ACD Calls that were abandoned for a Group and Line during a specified time period and the time it took before the call was abandoned Monthly Summary Report Summary of entire system or Group performance for each day of the month System Configuration Report Detailed information of selections made on the Configuration screens ACD Call Profile Detail Report This Report provides the time it took for each ACD Call to be in queue before being answered abandoned picked up and or disconnected or transferred This call data is listed in half hour increments for the time period specified This Report displays the following Number of answered calls Number of abandoned calls b Number of calls picked up and or disconnected gt Number of calls transferred Follow these steps to Run the Report for all data in database to Output Device 1 Access the ACD Call Profile Detail Report 01 02 99 11 43 16 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Process Data ACD Call Profile Detail Report Date Range 12 01
153. er when the Agent ends the call the Agent would become Unavailable This functionality is ideal for a Supervisor or backup Agent for example to retrieve calls when they are reaching capacity until the calls return to a normal distribution NO places an Agent in an Available state when the Agent logs in Call on Demand can not be applied when using Categorization Codes or when using C3050 and C3060 Companion Portable Station Sets Call Processing Statistics On the System Status and Group Status Display screens the real time Call processing Statistics can be viewed The System all Groups statistic topics include Routing Logged In Logged Out Available ACD Wrap Unavailable Calls Queued Longest Queued Calls Overflowed Out Calls Answered Average Time To Answer Calls Abandoned Average Time To Abandon Calls Disconnected and Calls Transferred The Group statistic topics include Calls Queued Longest Queued Calls Overflowed Out Calls Answered Average Time To Answer Calls Abandoned Average Time To Abandon and Calls Transferred Calls On the Overflow Group Configuration screen you can specify the number of calls that must be in queue before overflow begins You can use Calls and or Duration to set overflow thresholds If either threshold is met overflow will occur Calls Abandoned On the Group Profile Report this report field column provides the number of ACD Calls that were not answered by an Agent or because the caller hun
154. er Configuration DNIS or Caller Directed Routing Number Configuration CDR the Group to where the call was routed will display on the Station Set e Select Group or DNIS Description When an ACD call is routed by Destination Number Configuration DNIS to a Group e Select Group DNIS Description CDR Number or CDR Description When an ACD call is routed by Destination Number Configuration DNIS to the CDR Table e Select Group CDR Number or CDR Description When an ACD call is routed by Caller Directed Routing Number Configuration CDR to the CDR Table To accept the call Handset pick up receiver Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets gt Headset press flashing Intercom Key unless answer forcing is set In this case you will receive a zip tone and then the call Note If Full Handsfree is set to YES press the Handsfree Mute Key You can also pick up the receiver Overflow Call If an overflow call is being sent to you from another Group the abbreviated name of the Group from which the call originated displays with a symbol followed by the length of time the call has been in the queue XXXXXXXX 99 99 Log Out Follow the same steps used for Log In and follow the display messages 1 Press the Login Key or press the Feature Key and type in the Login Feature Code The next message to display Logout BKSP OK EXIT 2 Press the OK softkey or to Logout
155. er Guide 151 Chapter 5 Reports 152 Monthly Summary Report This Report summarizes the following Number of calls received answered or abandoned b Average time spent on various aspects of ACD Calls Number of Auto Logouts and requests for Supervisor help Number of incoming outgoing and intercom calls made during reporting period Follow these steps to Run Report for all data in database to Output Device 1 Access the Monthly Summary Report screen 01 02 99 11 44 18 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Process Data Agent Reports Group Reports Monthly Summary Report JUNE Run Report 1999 Exit Report Group Range Output Device File Name Press Fe DBL CLICK highlight Month and press ENTER CLICK to select Month 2 Type in the full name of the Month and press ENTER or Press the F2 DBL CLICK to display the list of Months Move cursor to highlight Month and press ENTER CLICK Cursor moves to the Year field Note The default is the Current Month and Year Year 3 Type inthe Year Group Range 4 Type in the from Group Number and press ENTER or Press the F2 DBL CLICK to display list of Groups Move cursor to highlight Group and press ENTER to select Follow the same steps for the thru Group Number 5 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Generate Report to the Output Device
156. er changes are saved select Reconfigure by highlighting Reconfigure and pressing ENTER CLICK or by pressing the ALT R keys simultaneously Record Call On the Norstar station sets an Agent can use this function to record a call Once the call is answered and the Record Call feature invoked do not press any keys on the station set or the recording will terminate Record Call Reserve Ports On the Voice Port Configuration screen you can reserve one or more ports for recorded calls Recorded Announcement Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary On the Recorded Announcement Configuration screen you can add or update a Description to a previously Recorded Announcement Recorded Calls In Maintenance you can view all Recorded Calls or delete a Recorded Call The Recorded Call Maintenance screen displays Agent ID Call Number assigned by ACD Date and Time for each Recorded Call Recording Voice Port At the bottom of the System and Group Status Display screens all Voice Ports are listed in their current states For example a Recording Voice Port is currently recording an announcement Register On a Norstar Station Set a Supervisor must use this function to register into the system to perform other functions A Supervisor can Unregister using the same steps to Register Replay Routing Command This is an Automated Attendant Command that allows you to replay the Announcement Refer to Group Configura
157. erflow Table As ACD executes routing commands it also tracks how many calls are waiting for the group and how long each call has been waiting in the queue You can specify overflow thresholds so that when too many calls are received by a Group or calls have remained too long in the queue they can be distributed to Overflow Group s When overflow is occurring Agents in original Group or Overflow Group s can receive the call Distributes Call to Agent ACD monitors the activity of each Agent in each Group When a call comes in it is directed by a routing command to an Agent If only one Agent is available ACD sends the call to that Agent however if more than one Agent is available ACD refers to the Group s Agent Selection method There are 3 Agent Selection methods LONGEST IDLE selects Agent who has been available for the longest time since last handling a call ROUND ROBIN selects first available Agent listed after the Agent handling the last call TOP DOWN selects available Agent starting at top of list Tracks Call Data for Reports ACD monitors system and Agent performance by tracking the following b The number of incoming calls on each line D The length of time each call spends in queue The number of calls answered by Agents or abandoned by callers before they are answered The amount of Agent time spent on various ACD activities b The number of requests for a Supervisor s assistance Refer to the Rep
158. erflowed Out total number of calls overflowing one Group and answered by another Calls Answered total number of calls answered by this Group Average Time To Answer average length of time MM SS each Group of Agents answer calls during current routing cycle bd T S F the Telephone Service Factor is the percentage of calls answered within a Threshold period in seconds for the TSF interval in minutes For example during a 60 minute interval how many calls were answered within a 30 second threshold from first ring to answer This factor is user defined in System Wide Parameters Configuration Menu Longest Wait the longest amount of time a call was in the queue before an action occurred e g answered abandoned disconnected transferred etc For example a call spent two minutes and ten seconds in the queue before it was answered During that routing period this was the longest time a call had been in queue before an action occurred with the call Another call came into the queue later on during the same routing period and remained in the queue for two minutes and forty seconds This call while currently in queue became the Longest Queued call When this call was finally answered it then replaced the previous Longest Wait call of two minutes and ten seconds Calls Abandoned total number of calls abandoned during current routing cycle Average Time To Abandon average length of time MM SS a caller waited in q
159. es If for example a caller is using a rotary analog telephone instead of a touch tone digital telephone the caller will not be able to enter the digit string to send the call to the appropriate group In this case you can select Yes to support no digit entry and the call will be sent to the specified Exception Group immediately after the Primary Announcement is played and the Digit Timeout period expires Digit Timeout Period is specified on the System Wide Configuration screen If you select No not to support no digit entry the call will be sent to the Exception Group after the Primary Announcement Plays the specified Digit Time Out period and the time it takes to play the Secondary Announcements maximum 2 Note To avoid having calls sent to the Exception Group in this manner make sure the callers that receive a CDR Number are using touch tone telephones If all Table information is complete and CDR Numbers do not need to be added or edited press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to save this configuration Then select Update Configuration on the Configuration Menu to activate or schedule the update of these configuration changes 1 Follow these steps to add a CDR Number Description select a Group and prioritize the call in queue CDR Number required field 1 Type in up to 16 numerical characters for the CDR Number You can use an asterisk as a wildcard for the last number in
160. essages received on Station Set are considered Display Messages Available UNAVAILABLE Key has been pressed CINPHONY will now route calls to Agent Categorize the current call by typing in code to continue Dial supervisor HELP Key was pressed while not on a call Dial Supervisor s extension for help Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 183 Chapter 9 Appendices End call first Could not perform certain operation while on a call Finish call and try again Assigned Groups EDIT OK EXIT Agent is authorized for more than 1 Group Select all Groups you want to login Invalid agent ID An invalid ID was entered Press LOGIN Key and start over Invalid password An invalid password was entered Press LOGIN Key and start over Log in first A operation was requested requiring a login Press LOGIN Key and start over 184 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices 9999 Logged in Agent login is being confirmed by ACD Logged out Agent Logout is being confirmed by ACD Login aborted EXIT was pressed during Login process Press LOGIN Key and start over Login denied Agent is already logged in using the same ID just entered Logout and then Login Login BKSP OK EXIT LOGIN Key was pressed ACD is now asking for Agent ID Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 185 Chapter 9 Appendices 186 Logins exceed
161. estore Archived Data Export Data Range 12 01 98 thru 01701799 Export Data Format MM DD YY Exit Range 00 00 thru 24 00 Format HH MM AM PM Press Fe DBL CLICK highlight Date Format and press ENTER CLICK to select Date Range 3 Type in a From Date using the format MM DD YY Press ENTER to move cursor to Thru Date field 4 Type ina Thru Date using the format MM DD YY Date Format format output in the Export files 5 Press F2 DBL CLICK highlight the Date Format and press ENTER CLICK to select Date Formats include MM DD 10 21 DD MM 21 10 DD MMM 21 OCT MMM DD OCT 21 MM DD YY 10 21 99 e o o 166 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 6 Maintenance e DD MM YY 21 10 99 e YY MM DD 99 10 21 Time Range 6 Type in the From Time using the format HH MM e g 08 30 Press ENTER to move cursor to Thru Time field 7 Type in the Thru Time using the format HH MM e g 05 30 Press ENTER to move cursor to Time Format field Time Format format output in the Export files 8 Press F2 DBL CLICK highlight Time Format and press ENTER CLICK to select Time Formats include e HH MM 10 20 e HH MMA P 10 20A e HH MM AM PM 10 20AM From Thru Rules e If From and Thru range fields are left blank all data in entire database is exported e If From range field is completed and Thru range field is left blank all data is exported from specified start to end of database e If Thru ran
162. following tasks Access the Group Configuration screen 30 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Add a Group e Complete Group s Routing Table e Select Agents for Group e Assign Overflow Group e Copy Group information to another Group Follow this step to access the Group Configuration screen from the Configuration Menu 1 On the Configuration Menu move cursor to highlight Group and press ENTER CLICK to select The next screen to display is the Group Configuration screen 01 02 01 11 22 11 am CIMNPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Agent m Group Configuration Group Number Save Description Name on Station Set Delete Transfer DN Copy Wrap Type Duration Auto Logout NO J YES C Duration Exit Prompt Categorization MO J YES C Priority 0 T S F Interval min Threshold secs Unavailable Duration 00 00 Routing Agent Selection Overflow Group Type in up to 2 numbers or press F DBL CLICK and select Group from list Follow these steps to add a Group Group Number required field 1 Type in up to 2 numeric characters for CINPHONY II 1 numeric character for PRELUDE and CINPHONY I Highlight Description field If you want to bring up an existing Group for updating purposes press F2 DBL CLICK highlight Group and press ENTER CLICK to select You can then update this s
163. g Step Number Routing Command and Value for the Day and Night Routing Tables Number and percentage of all calls reaching each Step on the Routing Command Table Follow these steps to Run the Report for all data in database to Output Device 1 Access the Routing Table Report screen 01 02 99 11 36 36 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data Agent Reports Group Reports I Routing Table Report Date Range 12701798 thru 01701799 Run Report Time Range 00 00 thru 24 00 Group Range thru Exit Report Page Break on Group NO D YES 3 Output Device LPT1 File Name Type in From Group or press FZ DEL CLICK and select Group from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Report Field Column Definitions e STEP number of the step in the Routing Table e COMMAND Routing Command for Step e VALUE value for Routing Command e COUNT number of calls that reached a Step in the Routing Table If the GO TO STEP command is used the COUNT is incremented because the call is looped back to a step e CALLS percentage of calls that reached a Step in the Routing Command Table Norstar PRELUDE and C
164. g Data is not copied to target Group If there is Group Agent and or Overflow data already present in the target Group this information will be overwritten by the source Group during copy You can also delete an entire Group including subscreen information Highlight the Delete button and press ENTER CLICK or press the ALT D keys simultaneously Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 41 Chapter 2 Configuration Line Configuration 42 When Agents and Groups have been configured you can configure each Line to route calls to a specific Group You can also route calls from a particular Line to a Group handling Destination Number Calls and or a Group handling Originating Number Calls There are 5 Line Configuration choices on this menu Route Order Configuration Line Configuration Destination Number DNIS DID Originating Number ANI ICLID Caller Directed Routing Number CDR Route Order Configuration You can specify the order that ANI DNIS and CDR matching tables are looked at to route a call to the appropriate Group For example you can route calls via ANI on PRI Lines Moreover for ANI DNIS or CDR you do not have to configure lines This is most useful when using PRI as all lines are in one pool You can also for example route calls through a DNIS Table and then route the call through ANI Tables within a PRI environment Example of use ABC Company wants to organize its Agents into Groups based on re
165. g up Calls Answered On the Group Profile Report this report field column provides the number of ACD Calls that were answered by the Group Calls Overflowed Out On the System Status Display screens you can view the total number of calls overflowed out of one Group and answered by other Groups Calls Picked Up or Disconnected On the Group Profile Report this report field column provides the number of calls answered on a station set other than the original station set by the Norstar Call Pick up feature or calls disconnected by the Disconnect Routing Command Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Calls Queued On the System and Group Status Display screens you can view the number of calls in the queue for all Groups and for a Group Calls Received On the Group Profile Report this report field column provides the number of ACD Calls distributed to the Group Calls Transferred On the Group Profile Report this report field column provides the number of ACD Calls transferred by the TRANSFER TO GROUP LINE XFER LINK XFER CDR TABLE or VMAIL XFER routing commands Cancel Wrap This is an Agent Function performed on the station set It enables the Agent to eliminate the specified length of time needed to wrap up the last call and become available to receive the next call A cancel wrap time period can be specified if Wrap is set to AUTOmatic If Wrap is set to MANUAL the Agent must use the f
166. ge QTime Announcement or Expected QTime Announcement as a Routing Step you will use the Norstar Announcement Maintenance function to record the set of announcements Refer to Chapter 3 Using Norstar Sets Performing Supervisor Functions Announcement Maintenance for directions to record these announcements Follow the same content for each announcement as provided below ACD will calculate and match to these numbers in the minute numbering plan You can alter the way in which you record Announcements 241 and 242 User Recorded Announcements for Average QTime and Expected QTime 241 The average time to answer a call today is approximately 242 The expected wait time for your call is approximately 243 one minute 244 two minutes 245 three minutes 246 four minutes 247 five minutes 248 six minutes 249 seven minutes 250 eight minutes 251 nine minutes 252 ten minutes 253 ten minutes or longer Pre Recorded Announcements for Average QTime and Expected QTime 267 The average time to answer a call today is approximately 268 The expected wait time for your call is approximately 269 one minute 270 two minutes 271 three minutes 272 four minutes 273 five minutes 274 six minutes 275 seven minutes 276 eight minutes 277 nine minutes 278 ten minutes 279
167. ge field is completed and From range field is left blank all data is exported from beginning of database to specified end e To purge one Date of data the Date must display in both the From and Thru fields Export 9 Press the F10 Key or highlight Export and press ENTER CLICK or press ALT E to Export the specified data Note 4 Export files will be created agent exp call exp busy exp and categ exp Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 167 Chapter 6 Maintenance Restore Archived Data In this section steps are provided so you can perform the following task Access the Restore Archived Data screen and copy data from diskettes back into the database Follow these steps to access the Restore Archived Data screen from the Main Menu and copy data from diskette back into database Main Menu 1 On the Main Menu highlight Maintenance to display menu Maintenance Menu 2 Move cursor to highlight Restore Archived Data and press ENTER CLICK to select A message window will display 01 02 99 11 49 13 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell firchive Data Please Insert Disk 1 of the Archive Set Press lt ESC gt to Quit Press lt ENTER gt to Continue Press ENTER CLICK and then confirm the restoring of archived data 3 Insert ARCHIVE DISK 1 into disk drive and press ENTER Press F10 or ALT R to start Restore If more than one disk was u
168. gement Parameters 170 There is are 2 fields to complete for Data Management Parameters Daily Auto Purge Process Time Data Storage Period In this section steps are provided so you can perform the following tasks Access the Data Management Parameters screen Select a Time to Daily Auto Purge Process Specify how many days for the Data Storage Period Follow these steps to access the Data Management Parameters screen from the Main Menu Main Menu 1 On the Main Menu highlight Maintenance to display the menu 2 Highlight Data Management Parameters and press ENTERI CLICK to select The Data Management Parameters screen will display 01 02 99 11 49 46 am CIMNPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Archive Data Purge Data Archive and Purge Data Export Data Data Management Parameters Daily Auto Purge Process Time NO EXECUTE Data Storage Period 100 days Press Fe DBL CLICK to select time to purge old data and process current data Follow these steps to select a Time to Daily Auto Purge Process 1 Highlight Daily Auto Purge Process field Press F2 DBL CLICK highlight Time and press ENTERI CLICK to select At this time ACD will automatically purge call data older than the specified storage period and process current call data on a daily basis The Time that you select for data to automatically be purged on a daily basis is also the same Time that dat
169. gent is assigned and who will be unavailable at the start to take calls 1 2 DOS Shell or Quit ACD and return to DOS C CINPHONY gt After the CINPHONY Directory type in ACDLOGIN press the Spacebar once type in Agent s ID or Non Agent s ID press the Spacebar type in Agent s Station Set DN or ATA s DN for Non Agent press the Spacebar type in 3 press the Spacebar type in 4 press the Spacebar type in 5 press the Spacebar and type in the letter U for Unavailable Then press ENTER to complete login command line Example C CINPHONY gt ACDLOGIN 0001 230 3 45 U lt ENTER gt Note To take calls the Agent will have to go available at the station set Follow these steps to login Agent 0001 in all Groups to which Agent is assigned and who will be statically unavailable to take calls 1 2 DOS Shell or Quit ACD and return to DOS C CINPHONY gt After the CINPHONY Directory type in ACDLOGIN press the Spacebar once type in Agent s ID or Non Agent s ID press the Spacebar type in Agent s Station Set DN or ATA s DN for Non Agent press the Spacebar type in the word ALL for all Groups to which Agent is assigned press the Spacebar and type in the letter S for Static Unavailable Then press ENTER to complete login command line Example C CINPHONY gt ACDLOGIN 0001 230 ALL S lt ENTER gt Note When a call arrives on the Agent s Station Set the indicator light is the only signal that a call i
170. gions in the country and route calls to these Groups based on Area Codes using ANI ICLID Routing This company also uses a PRI connection that handles both ACD and Non ACD Calls therefore destination numbers are published to the company s customer base Route Order Configuration is then used to route these calls by the DEST ORIG option When the calls are sent to Destination Number Table ANI ICLID is configured as the Routing choice The calls are then sent to the Origination Number Table and when matching ANI ICLID numbers are found based on Area Code the calls are sent to the specified Groups Route Order Configuration allows you to route ACD Calls to the following Line Route Order Configuration is not in effect and calls will be routed by the Routing specified in Line Configuration Origination Number ACD Calls are sent directly to an Origination Number Table If a call matches the configured ANI ICLID digits the call is then routed to the specified Group or a CDR Table If an ANIACLID match is not found for a call the call is sent to the Line Configuration table where one of the following will occur e Ifa Line has not been configured for this arriving call the call will ring on the configured Backup Station Set e If the call has arrived on a Line that has been configured and Delay has been set to Yes for this Line the call will be routed by what has been specified in the Routing field If Routing is set to None the
171. go inactive UNAVAILABLE OTHER amount of ACD time or percentage of time Agent was inactive for each Group during time period because of time spent on Non ACD Calls CALLS ANSWERED number of ACD calls answered by Agent for each Group SUPERVISOR HELP number of help requests Agent sends to Supervisor for each Group by pressing the Help key Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 133 Chapter 5 Reports Group Reports Group Profile Report Group s performance over a specified period of time Group Overflow Report Overflow Group s performance over a specified period of time Routing Table Report Details of Routing Table usage Group Profile Report This Report summarizes the following bd Number of calls received D Whether calls were answered or abandoned b Average amount of time call spent in queue before answered or abandoned Average amount of time spent on various aspects of ACD Calls Number of auto logouts and requests for Supervisor assistance Follow these steps to Run the Report for all data in database to Output Device 1 Access the Group Profile Report screen 01 02 99 11 37 10 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data Agent Reports Group Reports Group Profile Group Profile Report Date Range 12 01 98 thru 01 01 99 Run Report Time Range 00 00 thru 24 00 Group Range thru Exit Report Output Dev
172. h is not found the call is then sent to the Destination Number Table If a call matches the configured DNIS DID digits the call is then routed to the specified Group or a CDR Table If both ANIICLID and DNIS DID matches are not found for a call the call is sent to the Line Configuration table where one of the following will occur e Ifa Line has not been configured for this arriving call the call will ring on the configured Backup Station Set e If the call has arrived on a Line that has been configured and Delay has been set to Yes for this Line the call will be routed by what has been specified in the Routing field If Routing is set to None the call will be routed to the specified or default Group or CDR Table e If the call has arrived on a Line that has been configured and Delay has been set to No for this Line the call will be routed to the specified or default Group or CDR Table DEST ORIG ACD Calls with both DNIS DID and ANI ICLID digits are sent first to a Destination Number Table If a call matches the configured DNIS DID digits the call is then routed to the specified or default Group or CDR Table If a match is not found the call is then sent to the Origination Number Table If a call matches the configured ANI ICLID digits the call is then routed to the specified Group or a CDR Table If both DNIS DID and ANI ICLID matches are not found for a call the call is sent to the Line Configuration table where one of the follow
173. he Group Profile Report this report field column provides the average amount of ACD Time Agents kept callers on hold total time divided by total number of answered calls Average QTime Announcement On the Group Configuration screen Routing Table subscreen you can select this Routing Command to announce to the caller how long the caller might have to wait before the call is answered Average Talk On the Group Profile Report this report field column provides the average amount of ACD Time Agents spent conversing with callers total time divided by number of answered calls Average Wrap On the Group Profile Report this report field column provides the average amount of ACD Time Agents spent on wrap up total time divided by total number of answered calls B Block Time On the ACD Call Profile Detail and Summary Report screens you can type in a time interval block of time in seconds to receive statistical call data There are 15 blocks of time you can specify Busy Report This Report provides the Date Start Time End Time and Duration when all Lines assigned to an ACD Group are busy C Calculations Formulas and Examples On the Wallboard Configuration screen you can select the System or Group statistics you want to display on the Wallboard In this section of this Guide the calculations are displayed with the formulas and also an example of application Call Categorization Configuration When a call
174. herefore to insert an ANNOUNCEMENT Command after the DISTRIBUTE that basically tells the caller This call will be answered shortly If a call is transferred out of the Group with a Transfer Command the call becomes a Non ACD Call and will no longer be associated with a Group and that Group s Routing Commands If a call is transferred to another Group by the Group Routing Command the Average Time to Answer statistic for the new Group will be in effect therefore the caller will hear a different time in minutes for the Average QTime or the Expected QTime if either command is utilized for the new Group If a call is prioritized it may be queued to be answered before a call that is not prioritized In this event the caller without a prioritized call may receive an Average QTime or Expected QTime Announcement that is not accurate because other prioritized calls have arrived during the same time frame and moved ahead of this call in the queue If all calls are prioritized calls may be answered before or after the time in minutes announced for the Average QTime or Expected QTime Refer to Line Configuration Destination Number Configuration DNIS DID and Originating Number Configuration ANI ICLID for more information on assigning a priority to certain calls Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Glossary 202 A Abandoned Call Report This Report provides Group Date Line Time and Duration of each ACD Cal
175. ice LPT1 File Name Type in From Group or press FZ DEL CLICK and select Group from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Report Field Column Definitions e CALLS RECEIVED number of ACD Calls distributed to the Group e CALLS ANSWERED number of ACD Calls answered by the Group e CALLS ABANDONED number of ACD Calls when the caller hung up before an Agent could answer the call 134 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports CALLS PICKED UP OR DISCONNECTED calls answered on a station set other than the original station set by the Norstar Pick up feature or calls disconnected by the Disconnect Routing Command CALLS TRANSFERRED number of ACD Calls transferred out of ACD by the TRANSFER TO LINE XFER LINK XFER CDR TABLE or VMAIL XFER Routing Command AVERAGE ANSWERED average amount of ACD Time a caller waited before an Agent answered total time all calls spent in queue divided by total number of answered calls AVERAGE ABANDONED average amount of ACD Time caller waited before hanging up total time all calls spent in queue before being abandoned divided by total number of abandoned calls AVERAGE TALK average amount of ACD Time Agents spe
176. ice lists when you configure Lines Emergency Group and Supervisors Notes There are instances however when you might not assign Agents to a Group For example if you just want to use an Automated Attendant AUTO ATTD Routing Command for a Group so that the Announcement will direct the caller to a different Group or Extension you can name a Group the Auto Attd Group to perform this one operation without the intervention of Agents You can also configure a Group to handle Caller Directed Routing CDR calls Refer to Caller Directed Routing Number Configuration found under Line Configuration to setup CDR information in CDR Tables There is 1 screen and 3 subscreens to complete for Group Configuration Group Configuration screen e Routing Table subscreen e Agent Selection subscreen e Overflow Group subscreen Group Configuration screen contains 12 fields to complete Group Number Description Name on Station Set Transfer DN Wrap Type Wrap Duration Auto Logout Duration Prompted Categorization Priority TSF Interval TSF Threshold Unavailable Duration Routing Table subscreen contains 3 fields to complete Routing Hours Day Routing Command Night Routing Command Agent Selection subscreen contains 2 fields to complete Method of Selection Agent Selection Overflow subscreen contains 3 fields to complete Overflow Group Call Time Group Configuration In this section steps are provided so you can perform the
177. ied the call is routed according to the No Port command specified for each Automated Attendant configured and continues to be routed accordingly Display on Station Set You can select whether you want the Group DNIS DID Description CDR Number or CDR Description to display on Agents Station Set when ACD Calls reach the Station Sets There are 4 types of configurations possible to help you make your selection e Group is default When an ACD call has not been routed by Destination Number Configuration DNIS DID or Caller Directed Routing Number Configuration CDR the Group to where the call was routed will display on the Station Set e Select Group or DNIS DID Description When an ACD call is routed by Destination Number Configuration DNIS DID to a Group e Select Group DNIS DID Description CDR Number or CDR Description When an ACD call is routed by Destination Number Configuration DNIS DID to the CDR Table e Select Group CDR Number or CDR Description When an ACD call is routed by Caller Directed Routing Number Configuration CDR to the CDR Table Duration Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 69 Chapter 2 Configuration 70 e You can specify the length of time you want Group DNIS DID Description CDR Number or CDR Description to display on Agents Station Sets In this section steps are provided so you can perform the following tasks Access the System Wide Parameters screen Specify a PRI ICLID De
178. ield 4 Type in 2 to 7 numeric characters for DN 5 If these are the only fields to edit on this screen Save this information Notes Refer to Using Analog Station Sets section in the Using Norstar Station Sets Chapter for directions on Login Logout Available and Unavailable Refer to your Analog Station Set manual and or the ATA manual for directions on using its standard features Follow these steps to specify Indicator FlashRate1 and FlashRate2 for calls in queue Indicator FlashRate1 1 Highlight Indicator FlashRate1 field Type in up to 2 numeric characters for medium rate maximum 80 must be 2 or more Highlight Indicator FlashRate2 field Indicator FlashRate2 2 Type in up to 2 numeric characters for medium rate maximum 80 must be greater than FlashRate All calls in queue over FlashRate2 will cause the Indicator to flash at the fastest speed 3 If these are the only fields to edit on this screen Save this information Follow these steps to specify Digit Timeout and Port Timeout Digit Timeout 1 Highlight Digit Timeout field Type in 1 to 2 numeric characters for Digit Timeout range 1 99 seconds default is 5 seconds Highlight Port Timeout field Port Timeout 2 Typein1 to 2 numeric characters for Port Timeout range 1 99 seconds default is 20 seconds 3 If these are the only fields to edit on this screen Save this information Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 71 Chapter 2 Configuration 72
179. ified as first Routing Command Delete Record By pressing the Alt F10 Keys simultaneously you can delete a Configuration Record e g Agent Group Supervisor Overflow Group etc In the Reports Scheduler and Report File Maintenance you can delete Alt F10 a Schedule for Report generation or a Report that has been generated as a file Description For most of the Configuration Records e g Group Agent Line etc you can enter a description to further identify the record and report Destination Number DNIS DID On the Line Configuration Menu you can display the Destination Number DNIS DID screen where you can specify a DNIS or DID Number A DNIS or DID Number is supplied by your Service Provider as a string of digits These digits are what ACD designates as a Destination Number Refer to the section in this Guide for more details Also refer to Line Configuration Routing A destination Number DNIS DID Report can also be generated refer to that section in this Guide DN Directory Number A DN is the directory number assigned to an ATA Analog Terminal Adapter Refer to this Glossary for a definition of ATA DNIS Dialed Number Identification Service This is the number the caller called the internal destination number usually 800 or 900 numbers Refer to Destination Number in this Glossary and to the section in this Guide DID Direct Inward Dial This is the number the caller called directly the internal dest
180. ight have to wait before the call is answered 1 through 10 minutes There are two linked announcements making up this command The first announcement makes the statement The average time to answer a call today is approximately The second announcement provides the calculated time one minute through ten minutes or longer You can select the Pre Recorded set of Announcements or select the User Recorded set of Announcements If you select User Recorded Announcements refer to Chapter 3 Using Norstar Sets Performing Supervisor Functions Announcement Maintenance for directions to record these Announcements Follow these steps to configure Average QTime Announcement e Ona Routing Command Step select AVG QTIME ANNOUNCEMENT e Highlight the Value field to display the Avg QT Annc Exp QT Annc Value screen e Inthe Language field press the F2 key to display ENGLISH and FRENCH choices Highlight the Language for the Announcements you want callers to hear and press ENTER to select e Inthe Announcement set field press the F2 key to display PRE RECORDED and USER RECORDED choices Highlight the Announcement set you want to use and press ENTER to select For more information on the calculation criteria and rules of use for Average QTime Announcement refer to Appendix 7 Average amp Expected QTime Announcements EXPECTED QTIME ANNOUNCEMENT you can use this command to announce to the caller how long a caller might be expected to wait before
181. in Originating or Destination Configuration to match the number sent on the line the call will be sent to the default Group specified in Line Configuration If ORIG DEST ORIG DEST or DEST ORIG is specified and Delay has been set to NO for the Line the call will be sent to the default Group specified in Line Configuration Group CDR Table required field 4 Press F2 DBL CLICK highlight Group or CDR Table and press ENTER CLICK to select A Group or CDR Table can be assigned to more than one Line Calls coming in on this Line will be sent to this Group or CDR Table unless a different Routing scheme is in use Highlight Priority field Priority required field 5 Press F2 DBL CLICK highlight Priority range 1 10 and press ENTER CLICK to select Notes The priority in this field reflects to the priority configured for the Group or CDR Table If changed the priority selected here is for all calls received on this Line If you specify a Priority 1 for a Line then the calls for that Line will be handled first regardless of length of time in queue Each call on the Line will be routed by ACD to the appropriate Group and Agent or CDR Table 1 highest and 10 lowest priority Refer to SET PRIORITY and INCREASE PRIORITY Routing Commands Delay required field 6 Press F2 DBL CLICK to display the YES NO fields Highlight YES or NO and press ENTER CLICK to select No is the default for Delay Set Delay to YES to allow DNIS DID
182. ination number Refer to Destination Number in this Glossary and to the section in this Guide Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 209 Glossary 210 Digit Timeout On the System Wide Parameters screen Configuration Menu you can specify the time a user has to press a key on the Station Set before the AUTO ATTD s NONE step sends the call to the specified command For Caller Directed Routing the Digit Timeout is the time a user has to press a key on the Station Set after the Primary Announcement has played and if applicable after each Secondary Announcement is played Refer to Group Configuration Routing for more details Disabled Voice Port At the bottom of the System and Group Status Display screens all Voice Ports are listed with their current state A Disabled Voice Port is considered not in use due to a possible hardware failure Disconnect On the Routing subscreen Group Configuration you can select this Routing Command as a step to end a call No entry is required in the Value field Display on Station Set On the System Wide Parameters Configuration screen you can select whether you want Group DNIS DID Description CDR Number or CDR Number Description to display on Agents Stations Sets when ACD calls are received Distribute On the Routing subscreen Group Configuration you can select this Routing Command as a step to send a Call to the first available Agent in the Group within the time spe
183. ing will occur e Ifa Line has not been configured for this arriving call the call will ring on the configured Backup Station Set e If the call has arrived on a Line that has been configured and Delay has been set to Yes for this Line the call will be routed by what has been specified in the Routing field If Routing is set to None the call will be routed to the specified or default Group or CDR Table e Ifthe call has arrived on a Line that has been configured and Delay has been set to No for this Line the call will be routed to the specified or default Group or CDR Table Follow these steps to access the Route Order Configuration screen and specify a Route Order 1 On the Configuration Menu highlight Route Order Configuration and press ENTER CLICK The Line Menu will display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 43 Chapter 2 Configuration 01 02 00 11 25 26 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Agent Group Line Route Order Configuration Line Configuration Destination Number DNIS DID Originating Number CANI ICLID Caller Directed Routing CDR Systen Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Press ENTER CLICK to display Line Configuration screen Highlight Route Order Configuration on this menu and press ENTER CLICK to display the Route Order Configuration screen
184. ion Number Configuration DNIS DID or Caller Directed Routing Number Configuration CDR the Group to where the call was routed will display on the Station Set e Select Group or DNIS DID Description When an ACD call is routed by Destination Number Configuration DNIS DID to a Group e Select Group DNIS DID Description CDR Number or CDR Description When an ACD call is routed by Destination Number Configuration DNIS DID to the CDR Table e Select Group CDR Number or CDR Description When an ACD call is routed by Caller Directed Routing Number Configuration CDR to the CDR Table DID Routing from CO Switches that cannot send DNIS Follow these steps to route DID calls from the CO Note The Norstar Installer Password is required to setup this configuration e Configure T1 Circuits as Trunk Type E amp M e Set DNIS Number N off in Norstar Programming e Set Received number length to match the number of digits being sent by the CO e Configure a Target Line to match the expected received number e Assign the Target Lines to the Backup Set Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Assign a Prime Set to the Target Lines preferably the Backup Set programmed with as many Intercom keys as possible Test calls should ring into this set Once test calls are successful assign the digits to the ACD in Configuration Line Destination Number DNIS DID Number Do not do this until test calls successful
185. is taken by an Agent and the Forced Categorization feature is set to YES the Agent is prompted at the station set to enter a Call Category Number If Force Categorization is set to NO the Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 205 Glossary 206 Agent can still use the feature keys to enter this number On the Call Categorization Configuration screen you can add update or delete a Call Category Number from the database Call Categorization Report This Report provides a summary of call category information over a specified period of time The Report displays number of calls logged for each category within the reporting period Call Category Number On the Call Categorization Configuration screen you can add update or delete a Call Category Number from the database Caller Directed Routing CDR On the Caller Directed Routing Number Configuration screen you can add update or delete CDR Numbers in the CDR Table Call Number On the Recorded Call Maintenance screen you can view the Call Number assigned by ACD for all Recorded Calls The Agent recording the call and the Date and Time the call was recorded can also be viewed Call On Demand YES places an Agent in a Perpetually Unavailable state when the Agent logs in The only way that an Agent can receive a call in this state is to manually press the Available programmed key on the station set The Agent would be momentarily available to receive a call howev
186. isor Functions Supervisor Functions are only available for CINPHONY amp II Levels The following 6 Supervisor Functions you can perform using either the T7316 M7310 M7324 M7410 C3050 or C3060 Station Sets The Group Status Function can be used by either an Agent or a Supervisor Register The system is notified that a Supervisor is registering to perform other functions Retrieve Message The Supervisor can view Informational and or Warning messages Announcement Maintenance Supervisor can record an announcement or play back an announcement Monitor Call Silent Monitor The Supervisor can listen in on an Agent s call and or join in on the call This Function cannot be performed by the M7410 Cordless Set dD Play Call Supervisor can play back calls recorded by Agents Emergency Routing Anyone can enable the Emergency Group so that all incoming calls will be sent to that Group An Agent does not have to be logged in nor does a Supervisor have to be registered to use this function Note Monitor Call Silent Monitor and Retrieve Message should be positioned along the Indicator LCD The remaining functions can be positioned on the memory or dual memory keys Group Status Anyone can view the status of a Group An Agent does not have to be logged in nor does a Supervisor have to be registered to use this function After specifying a Group the status screen displays the Group number the number of calls currently in
187. istics that do not meet your limits Refer to the Infocus Installation and User Guide directions on installation and use On the Infocus Status Display Configuration screen you will need to configure the following so that the ACD can send Call Data to the Remote PC s Baud Rate COM Port Dynamic Data Rate and Configuration Data Rate Infocus Status Display LAN This ACD Add On allows you to connect via NIC Network Interface Card an Infocus Server PC to the Applications Module and view via Browser the statistics for Groups Agents Voice Port Status and Reports generated to a HTML format You can also connect additional Infocus Client PCs to the network and utilize Browsers to use Infocus You can graph and manipulate these statistics in this application and you can set alarms on Group statistics that do not meet your limits Refer to the Infocus Installation and User Guide directions on installation and use On the Infocus Status Display Configuration screen you will need to configure the following so that the ACD can send Call Data to the Infocus Server PC Dynamic Data Rate Configuration Data Rate Name IP Address and TCP IP Port Number Init Initializing At the bottom of the System and Group Status Display screens all Voice Ports are listed with their current state An Initializing Voice Port is trying to reset from an error that has occurred Insert a Command Value On the Routing subscreen Group Configuration you can insert a Ro
188. it to return to the ACD Main Menu 4 To automatically login these Agents select DOS Shell from the ACD Main Menu After the CINPHONY Directory Prompt type in the word EXTERNAL and press ENTER to login all agents listed At this prompt type in Exit to return to the ACD Main Menu Example C CINPHONY gt EXTERNAL lt ENTER gt If you have any questions concerning ACD Login call CINTECH Customer Support Appendix 5 Tips and Hints 196 The following sections comprise this Appendix Norstar Time Change HP LaserJet 6L Printer Driver Installation Norstar Time Change The following directions are only required for Norstar KSU versions prior to the release of the ICS 1 1 Integrated Communication System KSUs ACD receives its time from the Norstar phone system The following provides directions to change the time on the Norstar to correct the ACD system time You will need the current ADMIN Password for your Norstar Changes to Norstar programming are immediate therefore be very careful making any changes If you are unsure of making these changes contact your Norstar Administrator or Technician Follow these steps 1 Use a Station Set M310 or M324 2 Press the Feature Key and then type in 23646 When prompted for a Password type in 23646 and then press the OK softkey 3 After the Password the 1 SYSTEM SPEED DIAL screen will display and several Indicators will light up at the top of the small button row This row could
189. keys to position checkmark in YES or NO field If you want to place Agents in an Unavailable state after the specified duration select NO In this case Agents will be placed in an Unavailable state after the duration has expired Type in the Duration using the format MM SS range 00 05 59 59 This feature for example allows a multi tasked user to attend to a non telephone related matter without requiring a logout each time Changing the taste to unavailable when an Agent cannot answer the set prevents additional calls being sent to the Agent When the Agent is ready to accept calls the Agent needs only to press the Available programmed key If you want to place Agents in a Logged Out state after the specified duration select YES In this case Agents will be logged out after the duration has expired Type in the Duration using the format MM SS range 00 05 59 59 Auto Logout Note It is recommended that Auto Logout to Unavailable or Logged Out should be configured consistently between Groups especially if Agents are assigned to multiple Groups For example an Agent is assigned to Groups 1 and 2 Group 1 is set to Auto Logout Unavailable Duration 59 seconds and Group 2 is set to Auto Logout Logged Out Duration 60 seconds If the Agent does not answer the phone for 59 seconds the Agent is placed in an Unavailable state for Group 1 however one second later the Agent is logged out of all Groups because the Auto Logout Duration has expired f
190. l abandoned during a specified Time Period If available ANI ICLID and DNIS DID Numbers will be designated This Report also displays the length of time that all calls spent in queue before being abandoned and average length of time that all calls spent in queue before being abandoned About ACD On the Status Menu select About ACD to display important information on the application currently in use Topics include ACD Level Version Product ID Number of Voice Ports Add Ons currently in use Norstar KSU String and Copyright information ACD ACD is an automatic call distributor directing calls from the Norstar to Agents in Groups In the Reports Chapter ACD is a call processing statistic defined as the number of ACD Calls currently active by each group In the Status Chapter it is an Agent statistic defined as the number of ACD Calls being handled by this Group ACD Call Profile Detail Report This Report provides a count or percentage of ACD Calls received during a specified period of time The Report displays number of calls abandoned number of call picked up and disconnected and number of calls transferred ACD Call Profile Summary Report This Report provides a count or percentage of ACD Calls received during one day The Report displays number of calls abandoned number of call picked up and disconnected and number of calls transferred ACD Control This Main Menu option allows you to perform the following operations Activat
191. l be sent to the specified Exception Group Ifa Voice Port can not be made available for a Secondary Announcement or if a Secondary Announcement has not been recorded the call will be sent immediately to the specified Exception Group after the Primary Announcement has played and the caller has entered an incorrect digit string Digits to Collect optional field 9 Type in up to 2 numeric characters range 1 16 for a set number of digits you want the caller to enter fora CDR Number Once the caller enters this number of digits the call will be sent immediately to the specified Group without the caller ending the number sequence by entering the pound or number symbol If field is left as a 0 zero the maximum number of digits will default to 16 Examples The maximum length for all of the CDR Numbers your callers will use in this table is 7 digits In this case it is best to enter the number 7 in the Digits to Collect field As soon as the seventh digit is entered the call will immediately be sent to the specified Group There is no maximum length of CDR Numbers your callers may use In this case leave the default 0 zero in the Digits to Collect field When each caller enters their last digit of the CDR Number they will also have press the pound or number key to end the digit string and allow the call to be sent to the specified Group Support No Digit Entry optional field 10 Move cursor to highlight either Yes or No default Y
192. l display a message Note It is best to use a properly formatted high density diskette however the Archive utility will automatically format the disk if it is unformatted Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 165 Chapter 6 Maintenance Export Data Export Data is only available for CINPHONY Levels amp II In this section steps are provided so you can perform the following task Access the Export Data screen and create quote delimited export files Notes Make sure data is processed before exporting When Data is exported you will create an Export File with a EXP extension This File is automatically listed on the Report File Maintenance There you can Copy or Move the File to A Drive disks The Export files contain processed call information on which reports are run from the ACD call database These files are CALL EXP AGENT EXP BUSY EXP CATEG EXP Refer to Appendix 3 Export Data Record Formats for detailed information on these files Follow these steps to access the Export Data screen from the Main Menu and create export files Main Menu 1 On the Main Menu highlight Maintenance to display the menu Maintenance Menu 2 Highlight Export Data and press ENTER CLICK to select The Export Data screen will display 01 02 99 11 48 54 am CIMNPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Archive Data Purge Data Archive and Purge Data Export Data R
193. lable DN Refer to this User Guide Chapter 2 Configuration System Wide Parameters to view the DNs Once the DNs are specified they can be programmed to a button on the Analog Station Set Refer to the Analog Station Set manual Login Logout Follow these steps to Login and Logout an Agent using an Analog Station Set Login 1 Pick up the handset enter the Login Logout DN enter your Agent ID and press the key 2 Enter your Password if any press the key and replace the handset You are logged in and are Available to receive ACD calls If the Login is successful you will hear 2 sets of 2 beeps each rising in pitch If Login fails because a wrong Login Logout DN was entered ACD will ignore the request and the Norstar will give you a busy signal Restart Login If Login fails because a wrong Agent ID or Password was entered you will hear 1 long beep Restart Login Logout 1 Enter the same Login Logout DN and press the key You will hear 2 sets of 2 beeps each falling in pitch If the wrong Login Logout DN is entered you will hear 1 long beep Try Logout again Available Unavailable Follow these steps to go Unavailable and then Available while you are logged in Unavailable 1 Enter the Available Unavailable DN If the wrong Available Unavailable DN is entered ACD will ignore the request and the Norstar will give you a busy signal Try again to go Unavailable Available 1 While Unavailable enter the Availabl
194. lay Time Specify a Backup Station Set DN Specify Login Logout DN Specify Available Unavailable DN Specify Indicator FlashRate1 and FlashRate2 Specify Digit Timeout Specify Port Timeout Select Group DNIS DID Description CDR Number or CDR Number Description to display on the Station Set and the duration you want this information to display Follow this step to access the System Wide Parameters screen from the Configuration Menu 1 On the Configuration Menu highlight System Wide Parameters and press ENTER CLICK to display the System Wide Parameters screen 08702701 11 31 32 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Agent Group System Wide Parameters PRIZICLID Delay Time 5 Backup station set DN Login Logout DN Available Unavailable DN Indicator FlashRate1 Indicator FlashRatez Digit Timeout Port Timeout Display on Station Set Group DNIS Description CDR Number CDR Number Description Duration Press ENTER CLICK to return to Configuration menu ESC or Alt X also exits Follow these steps to specify the PRI ICLID Delay Time 1 Highlight the PRI ICLID Delay Time field 2 Type inthe Time value from 1 to 10 seconds The default is 5 seconds 3 If this is the only edit on this screen Save this information Notes Refer to Line Configuration screen to enable YES or disable NO Delay for a Line Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Ch
195. lls Maintenance Menu the Agent ID for the Agent who has recorded a call will display on the screen Agent Password When adding an Agent to the database on the Agent Configuration screen you can add a Password for the Agent When the Agent logs into ACD on the station set this Password must be entered Agent Profile by Group Report This Report provides an Agent s performance by Group s over a specified period of time The Report displays amount of logged in time time spent on ACD Calls and how that time was spent conversation wrap etc time spent on ACD Calls for each Group number of calls answered and number of times Supervisor help was requested Agent Profile Report This Report provides an Agent s performance over a specified period of time This Report displays amount of logged in time time spent on ACD Calls and how that time was spent conversation wrap etc time spent on Non ACD Calls number of calls answered and number of times Supervisor help was requested Agent Reports There are 2 Agent Reports that you can run generate Agent Profile Report and Agent Profile by Group Report Refer to this Glossary for a definition of each Report Agent Selection On the Group Configuration screen you can add an Agent to a Group or delete an Agent from a Group Agent Status The Group Status Display screen displays the status of each Agent for the Group Agent status includes Logged In Logged Out Available Unavaila
196. lowing flow charts display the fields where you can enter mark or select the information required to complete the configuration for each screen and subscreen Delete Update Configuration Agent Configuration Agent ID Agent Name Answer Forcing Call on Demand 18 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Unavailable Duration Overflow Group subscreen Calls maximum in queue Time max length in queue Update Configuration Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 19 Chapter 2 Configuration Route Order Update Configuration Save Destination Number DNIS DID Configuration Update Configuration Originating Number ANI ICLID Number ANCL Configuration Caller Directed P Mets Configuration Configuration Line Configuration Line Orig Dest Orig Dest or Dest Orig Update Update Configuration 20 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Group Number Group Description Emergency Configuration Update Configuration Supervisor Configuration Update Configuration Supervisor ID Group Assignment Voice Port Configuration Record Call Reserve Ports Recorded Announcement Configur
197. ly ring at the Backup Set Do not configure any Lines in your Line list as the system will monitor all Lines in the Norstar Configuring PRI Channels in ACD PRI configuration within ACD depends on your environment Review the following information for the SL1 and NI2 environments and follow the directions if applicable to your system SL1 Environment If the PRI channels are coming from a SL1 environment the received digits are assigned to target lines in the Norstar Prime Set is assigned to the ACD backup Station Set and the same received digits are entered on the Destination Number Configuration screen Set Received number length to match the number of digits being sent by the CO Configure a Target Line to match the expected received number Assign the Target Lines to the Backup Set Note Perform this step if you are using MICS 4 0 or less Do not perform this step if using MICS 5 0 Assign a Prime Set to the Target Lines preferably the Backup Set programmed with as many Intercom keys as possible Test calls should ring into this set Once test calls are successful assign the digits to the ACD in Configuration Line Destination Number DNIS DID Number Do not do this until test calls successfully ring at the Backup Set Do not configure any Lines in your Line list as the system will monitor all Lines in the Norstar NI2 4ESS and 5ESS Environments If the PRI channels are coming from a NI2 environment the received digi
198. me as ACD e LOGIN DURATION same as ACD e INCOMING DURATION amount of time Agent was on transferred and incoming Non ACD Calls e INCOMING CALLS number of transferred and incoming Non ACD Calls e OUTGOING DURATION amount of time Agent was on outgoing Non ACD Calls e OUTGOING CALLS number of outgoing Non ACD Calls e INTERCOM CALLS number of intercom calls e INTERCOM DURATION amount of time Agent was on the Intercom e ACD TIME TOTAL DURATION amount of time Agent spent on ACD activities Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 129 Chapter 5 Reports 130 Agent Summary Report This Report summarizes the following Amount of logged in time for the day Amount of time spent for the day on ACD Calls and how that time was spent conversation wrap time etc Amount of time spent for the day on Non ACD Calls Number of calls answered for the day Number of times Supervisor help was requested for the day Follow these steps to Run the Report for all data in database to Output Device 1 2 Access the Agent Summary Report screen 01 02 99 11 34 14 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data Agent Reports l a gent Summary Reports Date Range 12701798 thru 91 01 99 Run Report Agent Range thru Exit Report Agent Call Type ACD T NON ACD C 3 Report Method DURATION J PERCENT 3 Duration Form
199. mergency Group 1 Press the Emergency Routing Key or press the Feature Key and type in the Emergency Routing Feature Code If Password protected the next message to display 2 Type in Password up to 8 digits digits are not displayed and press the OK softkey The next screen to display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 111 Chapter 3 Using Norstar Sets 3 Press the OK softkey to turn Emergency Routing ON The next message to display for a few moments Emergency On The Date and Time message displays All calls will be routed to the Emergency Group Follow these steps to turn Emergency Routing OFF so all calls will be routed to original Groups 1 Press the Emergency Routing Key or press the Feature Key and type in the Emergency Routing Feature Code The next message to display 2 Type in Password up to 8 digits digits are not displayed and press the OK softkey The next screen to display Emergency Off OK EXIT 3 Press the OK Key to turn Emergency Routing OFF The next message to display for a few moments Emergency Off The Date and Time message displays All calls will be routed to their original Groups Note Emergency Routing can be turned ON or OFF at a Supervisor s or Agent s Station Set While Emergency Routing is in affect a red and white diamond flashes in the upper right corner of the ACD screens 112 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norst
200. n you can select a different printer for use than the default If a different printer is to be used make sure all field information has been completed properly and that the printer cable and ACD Security Key device are used to connect the new printer Call Technical Support if there are any concerns in configuring a different printer Priority On the Group Line Destination Number Originating Number and Caller Directed Routing configuration screens you can specify a priority 1 10 for a line If for example a Line is given a priority of 1 then calls for that line will be handled first Process Data Before a Report can be generated Data Archived or Data Purged the data must be processed On the Reports Menu select Process Data and complete the field information necessary to process current call data Programmable Memory Keys The Norstar station sets have memory keys that can be programmed so the Agent and Supervisor can perform functions Prompted Categorization On the Group Configuration screen you can specify whether or not an Agent is required to enter a category code after completing the call This only applies when the Call Categorization feature is used and the Wrap Duration is set to AUTOMATIC or MANUAL Purge Data In Maintenance you can delete processed call data from the database R Reconfigure On the Voice Port Configuration screen the Reconfigure button updates any saved changes made on this screen Aft
201. n 1 numeric character 1 2 3 or 4 and a symbol for the CCR Tree number Refer to your Norstar Voicemail System Coordinator for more information on the CCR Tree 5 When completed with Routing Table press F10 key or highlight OK and press ENTER CLICK or press Alt O to confirm this subscreen configuration You will be returned to the Group Configuration screen Follow these steps to select Agents for this Group 1 Highlight the Agent Selection button and press ENTER CLICK to display the Agent Selection screen or press ALT A Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration 01 02 99 11 24 20 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Agent rm Group Configuration Group Number 1 Description CUSTOMER SUPPORT Agent Selection Method of Selection LONGEST IDLE OK Cancel HIGGINS CONNOR JONES ADAMS MONROE SANDSTROM GAMBLE FANELSEK A Warm ozoa oS Cursor keys scroll lt ENTER gt selects and lt ESC gt exits choice menu Method of Selection 2 Press F2 DBL CLICK highlight Method and press ENTER CLICK to select Highlight Agent Selection field LONGEST IDLE this standard method can be used if you want the call to go to the Agent who has been available the longest since the last call ROUND ROBIN this advanced method can be used if you want the call to go to the next available Agent starting with the las
202. n Guide for more information and diagrams Auto Logout Duration On the Group Configuration screen Auto Logout is the time allotted for an Agent s phone to ring before the Agent is logged out and the call is directed to the next available Agent Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Automated Attendant AUTO ATTD This Routing Command is available as an Add On to ACD You can use this command to play an Announcement to the caller The caller presses specified keys on the Station Set keypad to attend to the call You can then direct the call by the keys the caller presses with the following commands CDR TABLE CONTINUE GO TO STEP GROUP REPLAY and TRANSFER Refer to Group Configuration Routing for more details Available Agent is logged in and ready to take calls On the station set the Agent can enter the feature code to go unavailable and available Refer to this Glossary for a definition of Unavailable Average Abandoned On the Group Profile Report this report field column provides the average amount of ACD Time caller waited before hanging up total time all calls spent in queue before being abandoned divided by total number of abandoned calls Average Answered On the Group Profile Report this report field column provides the average amount of ACD Time caller waited before Agent answered total time all calls spent in queue divided by total number of answered calls Average Hold On t
203. n in queue the longest for 2 minutes and 15 seconds If you press the Call Queued button the LCD screen will display the following screen G2 Q4 T02 15 If you press the Calls Queued button again Group 3 status will display You can view all 4 Groups by pressing the Calls Queued button If you are not on a call and you press the Calls Queued button you will start at your first Group In the example above Group 1 status would display first and each time you pressed the button the next Group status would display G Group Number Q Number of calls in queue TMM SS time of longest call in queue Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 95 Chapter 3 Using Norstar Sets Error Message Log in first bAgent tried to perform a function without logging in Categorize Note Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Call Categorization Follow these steps to enter a Category Code after the call has been completed 1 If Prompted Categorization has been set to YES you will be prompted by the following message after releasing the call Cat XXXXXXXXXXXXX BKSP OK EXIT If Prompted Categorization has been set to NO press the Categorize Key or press the Feature Key and type in the Categorize Feature Code 3 digits The same message as above will display 2 Type inthe Category Code s up to 12 digits for each code and press the OK softkey or BKSP an
204. n screen 01702700 11 32 30 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Agent Printer Configuration LPTi Panasonic KX 1180 Printer Port Printer Name Page Length Form Feed Condensed Print Codes Normal Print Codes AEG Olympia 24 pin Models B W t AEG Olympia 24 pin Models B W AEG Olympia Laserstar 6 ATT 495 Laser Printer Acer LP 76 Alps 24 pin Models B W Alps 24 pin Models Color Menu Password Alps pin Models B W Printer Alps 8 pin Models Color Wallboard Brother HL Series Infocus Status DE Brother M 100071100 Series Brother M 1909 B W Brother M 1909 Color Cursor keys scroll lt ENTER gt selects and lt ESC gt exits choice menu Follow these steps to select a Printer from list Printer Port required field 1 Press F2 DBL CLICK highlight either LPT1 or LPT2 the parallel port where your printer is connected and press ENTER CLICK to select Highlight Printer Name field Note LPT1 is the default Printer Port to which the Security is attached LPT2 Printer Port is also available for use if you are supporting another application to which you want to output ACD Report information Printer Name required field 2 Press F2 DBL CLICK highlight Printer and press ENTER CLICK to select The remaining information for this Printer will display on the screen 3 When the Printer is
205. nd CINPHONY ACD 3 6 User Guide Chapter 5 Reports CALLS PICKED UP OR DISCONNECTED calls answered on a station set other than the original station set by the Norstar Pick up feature or calls disconnected by the Disconnect Routing Command CALLS TRANSFERRED number of ACD Calls transferred by the TRANSFER TO LINE XFER LINK XFER CDR TABLE or VMAIL XFER Routing Commands or to another Group by the GROUP Command for the day INCOMING CALLS number of Non ACD Calls received on this Line for the day INCOMING DURATION length of time for all Non ACD Calls received on this Line OUTGOING CALLS number of Non ACD Calls received on this Line for the day OUTGOING DURATION length of time for all Non ACD Calls received on this Line for the day TIME BUSY percentage of the time period that Line was in use Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 141 Chapter 5 Reports 142 Busy Report This Report displays the following The Date Start Time End Time and Duration when all Lines for an ACD Group are busy bd The total length of time that all Lines within an ACD Group are busy Follow these steps to Run the Report for all data in database to Output Device 1 Access the Busy Report screen 01 02 99 11 40 40 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data Agent Reports Group Reports Line Reports Busy Report Date Range
206. nd Table and then enter the Value if required for the Command When a call comes in it must route through these steps until it is answered You can specify Routing Commands for 16 Steps maximum On the Routing Table Profile Report this report field column displays the Values for the Commands used for the Routing Table View Report On the Report File Maintenance screen you can view F9 key a report on screen that has been generated previously to a file VMAIL XFER On the Group Configuration screen you can display the Routing subscreen where you can use this Routing Command to transfer a call to a specified mailbox in the Norstar Voice Mail application e g StarTalk Refer to the section in this Guide for more details Voice Port Activation This ACD Option is used to increase the number of authorized Voice Ports in 2 port increments For more information contact your Distributor or a CINTECH Support Technician Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 223 Glossary 224 Voice Port Configuration On the Voice Port Configuration screen you can add or update Voice Ports reserved to play Recorded Calls Once updating the Record Call Reserve Ports you must Save and Reconfigure this information Voice Ports States At the bottom of the System and Group Status Display screens Voice Ports states are displayed There are 8 Voice Port states Configuring Idle Recording Playing Waiting Initializing Disabled and Un
207. ng ABC Company please enter the seven digits for your code and your call will be sent to the appropriate group Note The Primary Announcement will require a Voice Port If all Voice Ports are busy when a Primary Announcement is invoked to play the call will be sent to the specified Exception Group If the Primary Announcement is played and the caller enters an incorrect digit string a Secondary Announcement will play Refer to Secondary Announcement below Secondary Announcement optional field 8 Type in the Announcement Number for this Secondary Announcement that was previously configured on the Station Set using the Announcement Maintenance feature The Secondary Announcement is designated as the announcement to give the caller directions to re enter the appropriate digit string This Secondary Announcement will replay to the number of times you have specified Caller Attempts 2 or 3 If an incorrect digit string is entered for each specified retry the call will be sent to the specified Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Exception Group Refer to Chapter 3 Using Norstar Station Sets Announcement Maintenance to record this announcement Secondary Announcement example We are sorry but the code you entered was incorrect Please try again Note The Secondary Announcement will require a Voice Port If all Voice Ports are busy when a Secondary Announcement is invoked to play the call wil
208. ng active Call processing Follow these steps to go Off Line 1 Display the ACD Control screen and make sure Call Processing has been deactivated 2 Highlight Off Line and press ENTER The Main Menu will display Return Select Return to exit the ACD Control screen and display the Main Menu Highlight Return and press ENTER or click on Return Shutdown Shutdown will stop all running programs on the system and allow you to power off the Applications Module Follow these steps to Shutdown 1 Display the ACD Control screen 2 Follow the previous steps to Deactivate Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 175 Chapter 7 ACD Control 176 3 After Call Processing has stopped highlight Shutdown and press ENTER A message will display OK closes all running programs and prepares the system for restart If chosen wait for shutdown messages Are you sure you want to do this 4 Highlight OK and press ENTER Shutdown will occur for several seconds and the a message will display Shutdown has completed It is now safe to turn off your computer or restart the system by pressing Ctrl Alt Del 5 Turn off the Applications Module by unplugging the power cord Or to restart press the Ctrl Alt and Del keys simultaneously After restart you will be returned to the Main Menu You may want to shutdown for example to move the Applications Module to a different location or install a DVC or MS BIC Norstar PRELUDE and CINPHONY AC
209. nouncement for a caller when an Agent is unavailable The announcement is interrupted when an Agent becomes available to take a call Refer to this Glossary for a definition of Forced Announcement Announcement Maintenance A Supervisor can enter a feature code on the station set to record an announcement or play back an announcement Appendices Appendix 1 Error Messages provides error and informational messages received on station sets by Agents and Supervisors Appendix 2 Troubleshooting provides solutions for some possible problems you may encounter For example ACD may not load or print because a cable may be loose Appendix 3 Export Data Record Formats to help you build external spreadsheets and databases from exported ACD data Appendix 4 ACD Agent Login Logout Appendix 5 Tips and Hints Appendix 6 Virtual Modem Appendix 7 Average amp Expected Qtime Announcements Archive and Purge In Maintenance you can copy processed call data from database to diskettes while deleting this data from database Archive Data In Maintenance you can copy processed call data from database to diskettes Archive Disks As you Archive Data ACD will ask you to insert diskettes into the floppy disk drive as processed data is copied from database ATA Analog Terminal Adapters connect the digital Norstar to an analog device A Directory Number DN is assigned to each ATA in use Refer to the Norstar PRELUDE and CINPHONY ACD 3 6 Installatio
210. nt conversing with callers total time divided by number of answered calls AVERAGE HOLD average amount of ACD Time Agents kept callers on hold total time divided by total number of answered calls AVERAGE WRAP average amount of ACD Time Agents spent on wrap up total time divided by total number of answered calls AUTO LOGOUT number of automatic logouts for the Group without the Agents manually logging out or going unavailable SUPERVISOR HELP number of requests for Supervisor Help from the Group Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 135 Chapter 5 Reports 136 Group Overflow Report This Report summarizes the following Number of ACD Calls overflowing to other Groups which Groups received these calls and the number of calls received by each Group Number of ACD Calls overflowing from other Groups to this Group Total number of calls received answered and abandoned Follow these steps to Run the Report for all data in database to Output Device 1 Access the Group Overflow Report screen 01 02 99 11 38 07 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 Process Data Agent Reports Group Reports Group Profile Group Overflow Report Date Range 12 01 96 thru 01 01 99 Run Report Tine Range 00 00 thru 24 00 Group Range thru Exit Report Output Device LPT1 File Nane Type in From Group or press F2 DBL
211. ntry is required in Value field Note If call has been transferred to ACD Group and receives a NO ANSWER the call will return to originating Norstar step i e receptionist or StarTalk SET PRIORITY re prioritizes the call so that it gets distributed and moved closer to the beginning of the queue regardless of length of time in queue unless the Default Priority is set to 1 AGO TO or DISTRIBUTE command should follow this command Value type in up to 2 numeric characters 1 10 Note When SET PRIORITY is used it changes the Default Priority of the call to its value although the call originated or was transferred from a Group with a different priority TRANSFER TO transfers call to a Norstar DN An appropriate Command should follow this Command in the event of a transfer failure e g a brief DISTRIBUTE and GO TO STEP to return to the TRANSFER TO and retry Value type in 2 to 7 numeric characters Note An ACD Call transferred to an extension DN is no longer considered an ACD Call VMAIL XFER transfers a call to an initialized and registered mailbox or Custom Call Routing CCR Tree number in a Norstar voice mail application e g StarTalk An appropriate Command should follow this Command in the event of a transfer failure e g a brief DISTRIBUTE and GO TO STEP to return to the VMAIL XFER and retry A maximum of 80 Voice Mail Transfers are allowed Value For Mailbox type in up to 7 alphanumeric characters For CCR Tree type i
212. ny of the Groups the Login Indicator arrow flashes at rates determined by the Indicator FlashRate set under System Wide Parameters Configuration Menu Logged in Login Errors Invalid agent ID 88 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Sets Invalid Agent ID Number Login denied ID already logged in This set is an Alert set Unregister first This set is registered as a Supervisor Log in first Agent tried to perform a function without logging in Invalid password Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 89 Chapter 3 Using Norstar Sets 90 Incorrect Password Login aborted Agent stopped login or was timed out 15 seconds Logins exceeded bd Agent tries to login when system has reached capacity for Agent logins Receiving Calls When a call is sent to the Agent s Station Set the abbreviated Group Name displays up to 8 digits and the length of time the call has been in the queue XXXXXXXX 99 99 System Wide Parameters Display on Station Set Note On the System Wide Parameters screen you can select whether you want the Group DNIS Description CDR Number or CDR Description to display on the Agents Station Set when ACD Calls reach the Station Sets There are 4 types of configurations possible to help you make your selection e Group is default When an ACD call has not been routed by Destination Numb
213. o DAY If you want to view the About ACD screen while on the Group Status screen press the F7 key If an Unavailable Duration value was specified on the Group Configuration screen the Unavailable field will flash for an Agent who remains unavailable longer than the specified duration When the Agent becomes Available the field will no longer flash Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 4 Status System Status Display The System Status Display screen displays real time Call Processing Statistics for 8 Groups at a time You will be able to monitor Group performances and identify problems as they occur Call Processing Statistics Routing each Group s Routing Table DAY or NIGHT Logged In number of Agents logged in to each Group b Logged Out number of Agents logged out of each Group Available number of Agents available for ACD calls in each Group ACD number of ACD Calls currently active by each Group Wrap number of Agents currently in wrap for each Group Unavailable number of unavailable Agents for each Group includes Agents indicating manually their unavailability and Agents on Non ACD incoming outgoing or intercom calls Calls Queued number of calls in the queue for each Group Longest Queued length of time MM SS the oldest call has been in queue Calls Overflowed Out total number of calls overflowed out of one Group and answered by other Groups
214. o track number of calls answered every 15 seconds type 15 in Block 1 30 in Block 2 45 in Block 3 Report Field Column Definitions ACD COUNT and PERCENT Reports e TIME IN SECONDS AND BLOCK number of seconds specified for a column 15 blocks of time Each block of time displays the number of calls answered abandoned picked up and disconnected and transferred Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 149 Chapter 5 Reports ABANDONED number of ACD Calls in a block for a time period that were abandoned because the caller hung up before an Agent could answer the call PICKED UP OR DISCONNECTED calls answered on a station set other than the original station set by the Norstar Pick up feature or calls disconnected by the Disconnect Routing Command TRANSFERRED number of ACD Calls in a block of time transferred to a Norstar DN using the TRANSFER TO LINE XFER LINK XFER CDR TABLE or VMAIL XFER Routing Commands or to another Group by the GROUP Command Telephone Service Factor T S F percentage of calls answered within a block of time 150 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports Abandoned Calls Report This Report summarizes the following Group Date Line Time and Duration of each Call Abandoned during a specified Time Period If available ANI ICLID and DNIS DID Numbers will be included Total number of abandoned Calls total length of time that all Calls
215. of hard disk storage per day therefore in 40 days you hard disk will fill up For this example it would be best to set the Data Storage Period to 30 days to compensate for approximations The maximum you can set the Data Storage Period is 999 days Data Storage Period 3 Type in up to 3 numeric characters range 1 999 for Data Storage Period 4 When all screen information is complete press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save this information Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 171 Chapter 6 Maintenance 172 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 7 ACD Control Chapter 7 ACD Control 01702799 11 19 14 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Press ENTER CLICK to display Group Status Screen ACD Control The ACD Control option will display on the Main Menu The ACD Control screen allows you to perform the following operations 174 Activate if you have selected Deactivate to stop Call Processing you can select Activate to restart Call Processing The Main Menu will then display so you can continue to use ACD Deactivate if you want to stop Call Processing to execute an Add On install an Upgrade install an Update install or shut the system down you will need to select this operation Execute this operation is used to install the Add Ons When you select Execute the s
216. oftware will automatically load There are 3 types of installs that can be executed e Add On install Automated Attendant Wallboard Status Display for Windows versions 3 1 or 95 NT and or Voice Port Activation e Upgrade from one ACD level to another PRELUDE CINPHONY I and CINPHONY II e Update from one ACD version to another Refer to the Norstar PRELUDE and CINPHONY ACD Installation Guide for directions to perform these installs Off Line this operation starts ACD without enabling Call Processing This allows you to perform the following without being connected to the KSU e Generate Reports e Modify Scheduler e Perform any function not requiring active Call Processing Return this option is used to exit the ACD Control screen and return to the Main Menu Shutdown if you select this option all running programs on the system will stop and allow you to power off the Application Module This would be necessary for example if you wanted to move the Applications Module or install a DVC or MS BIC Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 7 ACD Control Activate Follow these steps to Activate Call Processing that was previously deactivated 1 Display the ACD Control screen 2 Highlight Activate and press ENTER Call Processing will start and you will be returned to the Main Menu Note If you have selected Deactivate and then Execute to perform an install Call Processing will automatically res
217. om a numerical value of 900 to 999 They perform specific functions from your Station Set Typical feature code functions include logging in going unavailable requesting help and canceling wrap Refer to Chapter 3 Using Norstar Station Sets to use these codes to perform Agent and Supervisor Functions About ACD displays important application information such as Level Version Product ID Authorized Voice Ports Add Ons in use and copyright notice Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 11 Chapter 1 Overview 12 Configuration Menu Configuring your system completes the installation process The Configuration screens enable you to add edit and save the required and optional parameters you want to set for the system This customization of database records meets the needs of your call center while establishing the information you want to see on the call reports When you select this option on the Main Menu a screen will display with 14 choices bd Agent required Group required Line required Supervisor required Emergency Group Recorded Announcements Voice Ports Call Categorization System Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Refer to Chapter 2 Configuration and follow the steps to configure these options Reports Menu As ACD handles incoming calls it is also collecting data for reporting purposes The data collected includes Agen
218. ompleted with the install Call Processing will automatically be activated Off Line select this operation to start ACD without starting Call Processing You can perform the following without being connected to the KSU Configure Generate Reports Modify Scheduler and perform any function not requiring active Call Processing Return select this option to exit the ACD Control screen and return to the Main Menu Shutdown select this operation to stop all running programs on the system and power off the Application Module A Shutdown would be necessary for example if you wanted to move the Applications Module to a different location or install a DVC or MS BIC DOS Shell Enables you to exit ACD but continue Call Processing activity When you select this option the CINPHONY DOS prompt will display C CINPHONY gt To return to the ACD Control screen you will need to type in the word EXIT at this prompt and press ENTER Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 13 Chapter 1 Overview Keyboard Use Tables The following tables list and describes the Function and Special Keys Cursor Movement Keys and Editing Keys you will use Function and Description Special Keys F1 CLICK RIGHT displays a Help screen for highlighted field ALT F1 displays full screen help F1 CLICK RIGHT FROM displays a keyboard help screen HELP SCREEN F2 DBL CLICK displays a choice list where you can select an item F10 or ALT S saves information or
219. on DNIS DID to the CDR Table e Select Group CDR Number or CDR Description When an ACD call is routed by Caller Directed Routing Number Configuration CDR to the CDR Table Transfer DN optional field 4 Type in 2 to 7 numeric characters range 21 9999999 Highlight Wrap Type field Note Transfer Directory Number is a non physical Norstar DN allowing calls to be transferred to the Group being configured For example a receptionist answers a call that was not received as an ACD Call however the call can be transferred to ACD by using the Transfer DN The call then becomes an ACD Call and enters the queue for the Group Wrap Type required field 5 Press F2 DBL CLICK to display the 3 ways to specify the length of wrap time allotted to an Agent after completing an ACD call and being made available for another call e AUTOMATIC if selected specify duration e MANUAL Agent cancels wrap via the Cancel Wrap feature code e NONE Agent is immediately available after completing ACD call Highlight Type and press ENTER CLICK to select Highlight Duration field Duration Wrap 6 If you selected AUTOMATIC as the Wrap Type you can change the 30 second default time Type in the Duration using the format MM SS range 00 05 59 59 Highlight Auto Logout Duration field Note Ifyou are using forced categorization a minimum 10 second wrap is required Auto Logout Duration required field 7 Use Right or Left Arrow
220. onfiguration 62 After you have configured all Agents and Groups you can configure an Emergency Group to which all calls can be sent during an emergency situation or situations when Agents cannot answer calls e g fire drills company wide meetings etc Emergency Configuration screen contains 3 fields Group Group Description Password In this section steps are provided so you can perform the following tasks Access the Emergency Setup screen b Add an Emergency Group to the database Change an Emergency Group Password Delete an Emergency Group Emergency Routing is enabled disabled by a Station Set programmable key or Feature Code When Emergency Routing is enabled a white asterisk in a red box displays in the upper right hand corner of the Main Menu Follow this step to access the Emergency Configuration screen from the Configuration Menu 1 On the Configuration Menu move cursor to highlight Emergency and press ENTER to select The next screen to display is the Emergency Configuration screen 01702700 11 29 32 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Line Supervisor Emergency Configuration Group Number 1 Description CUSTOMER SUPPORT Passuord 12345676 Printer Wallboard Infocus Status Display Press Fe DBL CLICK and select Group from list Follow these steps to add an Emergency Group to the database
221. or ANI ICLID to be considered when the Trunk is evaluated Notes Refer to System Wide Parameters screen Configuration menu to specify the length of time for the delay period 1 10 seconds If you selected YES there will be a default 5 second delay when a call arrives on a Line ACD will not answer the call until the 5 seconds pass or ANI ICLID or DNIS DID information is received by the Norstar If Delay is set to YES and DELAY ANSWER is used as first routing command step DELAY ANSWER duration must be greater than the ICLID Delay Time specified in System Wide Parameters If set to NO the DELAY ANSWER Routing Command will not be applied 7 When all screen information is completed press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to save this configuration Then select Update Configuration on the Configuration Menu to activate or schedule the update of these configuration changes Note You can update an existing Line by editing the row and then saving the changes You can also delete a Line row by highlighting the Line field and pressing the ALT D keys simultaneously To add a Line move cursor to the bottom of the existing list and add new Line When the new Line is saved Lines are re ordered Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 47 Chapter 2 Configuration Destination Number Configuration DNIS DID DNIS Dialed Number Identification Service relates to you the number the caller dialed
222. or Group 2 Delayed Ring Transfer Note The Norstar has a Delayed Ring Transfer DRT that is set in number of rings Each ring occurs approximately every 6 seconds therefore the Auto Logout in ACD should be set less in seconds than the number of rings set for the Norstar DRT For example if ACD Auto logout is set for 30 seconds the Norstar DRT should be set to at least 6 rings approximately 36 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration seconds A DRT shorter than the Auto Logout Duration results in an Agent being unavailable rather than logged out Prompt Categorization required field YES NO 8 If you do not want to prompt Agents to enter a Category Code upon completing an ACD call select NO If you want to prompt Agents to enter a Category Code upon completing a call select YES Use Right or Left Arrow keys to position checkmark in YES or NO field Press ENTER CLICK to move cursor down to Priority field Note If NO is selected Agents can still manually enter Code after completing the call If Category Codes are to be entered Wrap Type must be set to AUTOMATIC or MANUAL Priority required field CINPHONY and II only 9 Press F2 DBL CLICK highlight Line Priority 1 10 and press ENTER CLICK to select Notes The Default Priority is the order you set for the lines this Group will be using For example calls received on Lines with higher priority will be distributed to Agents ahead of calls wi
223. or backup or later restoration Archive and Purge Data copies current database records to floppy disks and deletes the original records from the database Purge Data deletes records from the database for a specified time period Restore Archived Data copies previously archived data from floppy disks back into the database on the Applications Module Export Data creates export files containing quote delimited fields separated by commas from ACD databases Export data contains ACD Call Data based on the ACD Call Agent Busy and Category reporting information Recorded Calls displays the Agent ID call date and time of each recorded call and allows you to delete the recorded call Data Management Parameters automatically processes and purges call data on a daily basis and allows you to set a data storage period for historical call data Refer to Chapter 6 Maintenance for directions to perform these operations ACD Control This menu allows you to perform the following operations Activate select this operation to restart Call Processing after it has been deactivated When selected the Main Menu will display and you can continue to use ACD Deactivate select this operation to stop Call Processing so you can execute an Add On install Upgrade install Update install or shut the system down Execute after you have selected Deactivate you can select this operation to install an Add On Upgrade or Update When c
224. orts Chapter for a description of the System Group and Agent Reports Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 9 Chapter 1 Overview How do you navigate through ACD Menus and Screens ACD opens to a Main Menu 01702700 11 20 47 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shel1 Agent Group Line Supervisor Emergency Recorded Announcement Yoice Ports Call Categorization System Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Press ENTER CLICK to display Agent Configuration screen Example On this menu you can select 1 of 6 menu options After selecting a menu option either a menu or a screen will display 61 02 99 11 22 11 am CIMNPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Configuration Group Number Save Description Name on Station Set Delete Transfer DN Copy Wrap Type Duration Auto Logout Duration 00 00 Exit Prompt Categorization NO D YES C Priority 0 T 5 F Interval nin Threshold secs Unavailable Duration 00 00 Routing Agent Selection Duerf low Group Type in up to 2 numbers or press F2 DBL CLICK and select Group from list Example When the screen displays you will complete the required or optional field information by either Selecting an item from a list 10 Norstar PRELUDE and CINPHONY ACD 3
225. ory Number and press ENTERI CLICK to select The Number and Description if specified will display Use editing keys to delete Number and or Description and type in new information When completed Save this information Follow these steps to delete a Call Category Number Record 1 Type in Call Category Number and press ENTERI CLICK or Press F2 DBL CLICK highlight Category Number and press ENTERICLICK to select The Number and Description if specified will display Press the ALT D Keys simultaneously or highlight delete and press ENTER CLICK select YES to confirm deletion and the Category Number Record will be deleted Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration System Wide Parameters On the System Wide Parameters screen you can specify the following settings PRI ICLID Delay Time If Delay on the Line Configuration screen is set to Yes the time you specify in this field will be the actual delay time Backup Station Set DN This is the Directory Number you can assign to your Backup Station Set A Backup Station Set is required to take incoming calls if ACD becomes unavailable This Set must have all ACD lines assigned to it and it cannot be assigned to an Agent At least 1 Station Set should be dedicated as backup e M7310 or M7410 can be used for a Call Center with 1 8 lines e M7324 if a Call Center utilizes more than 24 lines this dedicated Set may need a CAP module a
226. performs the main operation for a screen e g Run Report ALT R In Configuration the saved information is also saved in the ACD Configuration Directory ESC or ALTX ENTER CLICK selects field function menu item and list item LEFT RIGHT ARROW moves checkmark between YES and NO fields when used in conjunction with a highlighted letter on the function to be performed it selects the function e g ALT S for Save ALT X for Exit PUSH BUTTONS Save by selecting a push button on the screen highlight and press ENTER or CLICK on Exit Delete OK Cancel button you can perform the operation designated on the button etc Cursor Movement Description Keys ENTER moves cursor to next field TAB moves cursor to next field SHIFTTAB TAB moves cursor to moves cursor to previous field moves cursor to previous field Eai ARROWS moves cursor right left one character in field or to next previous field Also moves checkmark to check box option on screen DOWN UP ARROWS moves cursor down up one field HOME END moves cursor to first last field on screen CLICK click left Mouse button on field you want to highlight SCROLL BAR located on right border of screens vertical and along bottom horizontal You can use the Scroll Bar with the Mouse left button for Help screens Report screens lists with over 5 choices and scroll regions 14 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 1 Overview Editing Keys DEL delete
227. play and press the OK softkey or to confirm BKSP and EXIT RIs The Agent is ready to receive calls when the Logged in message displays However if the Agent is assigned to 2 or more Groups the next message to display Assigned Groups EDIT OK EXIT 5 If you do not want to edit any Groups press the OK softkey or The Agent is ready to receive calls when the Logged in message displays EXIT RIs Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 87 Chapter 3 Using Norstar Sets 6 However if you want to change edit the Groups to which the Agent is assigned press the EDIT softkey or The next message to display Grp 77 78 79 80 BKSP OK EXIT Note In CINPHONY II you can assign an Agent to 80 Groups therefore in this example Groups 77 78 79 and 80 will display 7 If you want to delete a Group press the BKSP softkey or to delete from highest to lowest until you have deleted the specific Group To add the Groups back you did not want to delete type in the Group Numbers 2 digits in any order EXIT Rls Note Edits are only effective for the period you are logged in If you log out and log back in all Groups will display in their original lowest to highest order 8 When you have completed viewing or editing press the OK softkey or to confirm The Logged in message will display for a few moments and then the Date and Time message will display When calls are queued for this Agent for a
228. press ENTER CLICK or press ALT S to save these configurations Then select Update Configuration on the Configuration Menu to activate or schedule the update of these configuration changes Follow these steps to complete Group s Routing Table 1 Highlight Routing button and press ENTER CLICK to display Routing Table screen Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 33 Chapter 2 Configuration 34 Routing for Group 1 CUSTOMER SUPPORT Routing Hours Day Rout img t _Night Routing Command Value Command DELAY ANSWER FORCED ANNC DISTRIBUTE ANNOUNCEMENT DISTRIBUTE ANNOUNCEMENT GO TO STEP FORCED ANNC DISCONNECT WO OO om OT A a w e Cancel Type in Start Time using the format HH MM Crange 00 00 24 00 Routing Hours start time and end time 2 Type in start time using format HH MM range 00 00 24 00 Highlight Routing Hours end time field Type in end time using format HH MM range 00 00 24 00 Hours within the range specified constitute Day Hours Hours outside the range are Night Hours You can specify the Routing Hour Day and then the times for that day Note If you do not have business hours on a specific day of the week specify that day s hours only as 00 00 00 00 and Night Routing Hours will be used for the complete 24 hour period Highlight Day Routing Command field Step 1 Use the Ctrl key in conjunction with Left and Right Arrow keys to move from Routing Hours region to
229. ps to Run the Report for all data in database to Output Device 1 Access the Category By Agent Report screen 01 02 99 11 42 34 am Status Configuration CINPHONY 123456 74 Disk Full ACD Control DOS Shell Date Range Time Range Agent Range Category by Agent Report 12 01 96 thru 01 01 99 Page Break on Agent NO Output Device File Name Run Report Exit Report Type in From Agent or press FZ DEL CLICK and select Agent from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Report Field Column Definitions e CATEGORY NUMBER the number representing a specific call category It is entered by Agent on the Station Set for each call received If Agent does not enter a Category Number NO ENTRY will display in the CATEGORY NUMBER column e CATEGORY DESCRIPTION an alphanumeric description of the Call Category If entered for the Category Number during Configuration it will display beside the Category Number on the Report e TOTAL the total number of calls for a particular Category If Category Number was not entered there will also be a NO ENTRY total for each Agent 146 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports System R
230. queue and the longest time a call is currently in queue Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 99 Chapter 3 Using Norstar Sets Performing Supervisor Functions Note All Functions performed in these sections will use the T7316 Station Set as the example Register Note Select Feature Codes on the Status Menu to view the Feature Code that Norstar assigned to Register It is recommended that you program the Register Feature Code to a memory key and label that key with the Register key cap Once programmed the indicator light will display on the LCD beside the Register Key Follow these steps to Register a Supervisor 1 Press the Register Key or press the Feature Key and type in Register Feature Code 3 digits The next message to display Register xxxx BKSP OK EXIT 2 Type in Supervisor ID Number up to 4 digits and press the OK softkey The Supervisor is registered However if the Supervisor ID is Password protected the next message will display Pwd XxXxx BKSP OK EXIT 3 Type in Password up to 8 digits digits do not display and press the OK softkey The next screen to display Warning Msg YES NO 4 Press the YES softkey if you want to receive warning messages after registering Press the NO softkey to not receive these messages Or press the EXIT softkey to abort registering If you pressed the YES or NO softkey the next message to display 100 Norstar PRELUDE and CINPHONY ACD 3 6 User
231. refer to Help lt F1 gt for wildcard use Follow these steps to configure the CDR Table Table required field Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 55 Chapter 2 Configuration 56 1 Press the F2 Key highlight the Table Number 1 2 or 3 and press ENTER CLICK to select Highlight the Table Description field Table Number Description 2 Type in up to 20 alphanumeric characters describing this Table Highlight the Caller Input Timeout field Caller Input Timeout required field 3 Type in up to 2 numeric characters for the timeout range 5 to 45 seconds default 20 seconds The Caller Input Timeout is the time period a caller is granted to enter the required digits for the current session starting after the first digit is entered If this time period expires the caller can enter the digits again if Caller Attempts is given a value Highlight the Exception Group field Exception Group required field 4 Press F2 DBL CLICK to display the list of configured Groups Highlight the Group and press ENTERICLICK to select The call is sent to this Exception Group if the caller does not enter the correct digit string in the first or any additional attempts Highlight the Caller Attempts field Caller Attempts optional field 5 Press F2 DBL CLICK to display 1 2 or 3 as the number of attempts default 2 Highlight the number and press ENTER CLICK to select Caller Attempts is the chances a caller has to enter the
232. rioritize the call in queue bd Import CDR information in CSV format into the CDR Table Follow this step to access the Caller Directed Routing Number Configuration CDR screen from the Configuration Menu Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration 1 On the Configuration Menu highlight Line and press ENTER CLICK The Line Menu will display 01702700 11 25 26 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Agent Group Line Route Order Configuration Line Configuration Destination Number DNIS DID Originating Number CANI ICLID Caller Directed Routing CDR System Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Press ENTER YCLICK to display Line Configuration screen Highlight Caller Directed Routing CDR on this menu and press ENTER CLICK to display the Caller Directed Routing Number Configuration CDR screen 01702799 11 26 48 am CIMNPHONY 123456 74 Disk Full eCaller Directed Routing Number Configuration CDR Table Table Description CDR CALLS Caller Input Timeout Exception Group 10 INSIDE SALES Caller Attempts Transfer DN 312 Primary Announcement Secondary Announcement 2 Digits to Collect Support No Digit Entry Yes J No C CDR Number Desc Group Priority 1234 ORDERS 5 MANUFACTURING 7 Save Exit Import Delete Type in up to 10 characters
233. roup Report this report field column provides the amount of ACD Time or percentage of time an Agent wrapped up between calls for each Group during the specified time period The Report displays amount of logged in time time spent on ACD Calls and how that time was spent conversation wrap time etc time spent on ACD Calls for each Group number of calls answered and number of times Supervisor help was requested from Agents in Group HTML On all Report screens Output Device you can specify to output a Report to a HTML format if you have installed LAN Status Display and Reporting as an Add On This generated Report is given a HTM extension From the Remote Server PC you can utilize a Browser to view and print these Reports l K ID On the Supervisor Configuration screen you can add update or delete a Supervisor The ID field enables you to type in a new Supervisor ID select an existing Supervisor from a list or delete an existing Supervisor from list Idle Voice Port At the bottom of the System and Group Status Display screens all Voice Ports are listed with their current state An Idle Voice Port is available but not being used Include Groups On the Monthly Summary Report screen this field allows you to specify or select the Groups you want to include in the Report Incoming Calls Near the bottom of the Group Status Display screen this Agent statistic displays the number of Agents handling Non ACD Incoming
234. rt This Report provides a Group s performance over a specified period of time The report displays number of calls received number of calls answered number of calls abandoned time spent in queue before answered or abandoned number of auto logouts and requests for Supervisor help Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 211 Glossary 212 Group Reports There are 3 Group Reports that you can run generate Group Profile Report Group Overflow Report and Routing Table Report Refer to this Glossary for a definition of each Report Group Routing Command On the Routing subscreen Group Configuration you can use the Group Command as a step to send a call to a different group than the one defined You will need to enter the Group Number in the Value field Group Status Display You can view the real time call processing statistics for a Group the current status of each Agent and the current Voice Ports states You will be able to monitor Group performance and identify problems as they occur H Help F1 For every ACD screen field there is a help screen defining the field and brief directions on how to complete field information or confirm the use of the field information Press the F1 Key when the cursor is positioned on the field Help Supervisor This is an Agent Function performed on the station set It enables the Agent to request help from the Supervisor while on a call Hold On the Agent Profile G
235. ry You can copy these configurations saved as DAT files onto a floppy disk by following these steps e Select DOS Shell on the ACD Main Menu The CINPHONY Directory prompt will display C CINPHONY gt e Change to the DATBAK Directory C CINPHONY DATBAK gt e Insert a floppy disk in the Application Module s A Drive e Copy all DAT files from the DATBAK Directory onto the floppy C CINPHONY DATBAK gt copy dat a J If the ACD software malfunctions for any reason or if there is any problem causing ACD to become unavailable it may be necessary to reconfigure the system If so the Configuration Directory contains all vital information to Configure the system quickly and accurately If the Applications Module is connected via LAN to an Infocus Server PC a program called Data Retrieval is provided on the Infocus Installations CD ROM that enables you to retrieve the contents of the DATBAK directory from the Infocus Server or Client PC to the hard disk or a floppy disk Refer to the Infocus Installation and User Guide for details Update Configuration This utility allows you to complete the configuration process for changes made on Agent Group Line Supervisor and Emergency Configuration screens After changes are saved on a Configuration screen you will be returned to the Configuration Menu 61 02 00 11 20 47 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shel1 Agent Group
236. s Chapter 3 Using Norstar Sets Introduction 84 Listed below are the models of Station Sets used by either a Supervisor and or Agent T7100 Business Terminal and M7100 Meridian Agent Sets T7208 Business Terminal and M7208 Meridian Agent Sets T7316 Business Terminal and M7310 Meridian Agent and Supervisor Sets M7410 Meridian Cordless Agent and Supervisor M7324 Meridian Agent and Supervisor C3050 Companion Portable Agent and Supervisor C3060 Companion Portable Agent and Supervisor Note Analog 2500 Compatible Station Sets can also be used however functions are limited to Login Logout Available and Unavailable T7316 M7310 and M7410 Cordless features 2 Line LCD Liquid Crystal Display screen Bb 12 24 programmable dual memory keys 10 programmable memory keys with indicator lights Dd 3 Softkeys M7324 features 2 Line LCD Liquid Crystal Display screen db 24 programmable memory keys with indicator lights 3 Softkeys Notes The T7316 M7310 and the M7324 have a 2 line display screen The first line displays CINPHONY messages and to the right of some messages an area to input information The second line displays directions for the Softkeys The Softkey directions are uppercase and provide directions such as BKSP backspace to delete characters from right to left OK confirm message EXIT cancels and or displays previous message T7208
237. s for the specified Group You can specify Day and Night Routing Commands Day Routing Commands correspond to the Routing Hours that were configured and the Night Routing Commands to all other hours Routing Hours On the Routing subscreen Group Configuration you can specify the operating hours for each Group ACD uses Day and Night Routing Commands to handle calls for each Group The hours specified on this screen are for Day Routing Commands all hours not specified are for Night Routing Commands Routing subscreen On the Group Configuration screen you can display the Routing subscreen to specify a Group s Day or Night Routing Hours and the Routing Commands Values to route calls arriving at your call center Refer to the Group Configuration section in this Guide Routing Table Profile Report This Report provides details of routing table usage The Report displays Step Number Routing Command and value for Day and Night Routing Tables and number and percentage of all calls reaching each step on the table S Save On Configuration screens you can Save new or changed configurations by pressing the F10 key Once the information is saved for either Agent Group or Supervisor Configuration you can use the Update Configuration Maintenance feature to activate schedule or defer changes If changes are deferred a message will display on ACD screens reminding you that the changes are pending activation or scheduling for activation Yo
238. s maximum On the Routing Table Profile Report this report field column displays the Steps used for the Routing Table Supervisor Configuration On the Supervisor Configuration screen you can add update or delete a Supervisor When adding or updating you can assign Groups to the Supervisor Supervisor Functions On the Norstar Station Sets T7316 M7310 M7410 M7324 C3050 and C3060 you can perform the following functions Register Retrieve Messages Announcement Announcement Maintenance Monitor Call Play Call and Emergency Routing Supervisor Help On the Norstar stations sets an Agent can request help from a Supervisor while on a call On the Agent Profile Group Profile and Agent Profile by Group Reports this report field column provides the number of Supervisor Help requests from the Group Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 221 Glossary 222 System Configuration Report This report displays all configuration information to provide an analysis tool so Technical Support can quickly understand your system and as a reference tool so you can view the entire setup of your system System Reports There are 5 System Reports that can be generated ACD Call Profile Detail Report ACD Call Profile Summary Report Monthly Summary Report Abandoned Call Report and System Configuration Report Refer to this Glossary and User Guide for Report definitions System Statistics Wallboard On the Wallboard
239. s character above cursor in a field BACKSPACE deletes character to left of cursor in a field Fe deletes all characters right of cursor to end of a field F5 Ss deletes deletes all characters in a field clear field characters in a field clear field E or ON OFF inserts E L ar pene heen in field to left of cursor position in field or types over character in field How to Enter ACD It is assumed that the Applications Module has been connected properly to the Norstar KSU all ACD Hardware and Software has been installed and the appropriate Verification Key has been entered Follow these steps to enter ACD to the Main Menu if Applications Module has been turned off 1 Turn ON Norstar Applications Module by plugging in power cord Turn ON SVGA Monitor Turn ON Printer if connected When the OS 2 Desktop displays click on Window List Click on ACD MASTR In a few moments the ACD Main Menu will display If this is the first time entering ACD go to the Configuration Chapter and configure Agent Group Supervisor and Lines to ensure proper operation What is the ACD Security Key This Input Output Device is attached to the end of the Printer Cable and is connected to the Applications Module s Parallel Printer Port It validates the current ACD Version and ACD Add Ons currently in use If you turn on or reboot ACD and you receive an error message Invalid Product ID Invalid Verification Key or Security Key Not Found check th
240. s in queue however you can use the ALERT Routing Command as the first step in the Routing Table so that all calls will ring on the station set assigned for the ALERT ring This way Agents can hear the ALERT ring each time a call enters the queue for the Group To take a call the Agent must press the Unavailable button therefore this button should be programmed Follow these steps to login Agent 0001 in specified Groups 3 4 and 5 to which Agent is assigned and who will be statically unavailable at the start to take calls 1 2 DOS Shell or Quit ACD and return to DOS C CINPHONY gt After the CINPHONY Directory type in ACDLOGIN press the Spacebar once type in Agent s ID or Non Agent s ID press the Spacebar type in Agent s Station Set DN or ATA s DN for Non Agent press the Spacebar type in 3 press the Spacebar type in 4 press the Spacebar type in 5 press the Spacebar and type in the letter S for Static Unavailable Then press ENTER to complete login command line Example C CINPHONY gt ACDLOGIN 0001 230 3 45 S lt ENTER gt Note When a call arrives in the Group the indicator light is the only signal that a call is in queue however you can use the ALERT Routing Command as the first step in the Routing Table so that all calls will ring on the station set assigned for the ALERT ring This way Agents can hear the ALERT ring each time a call enters the queue for the Group When Agents logged in with the
241. se packages This call data includes these files CALL EXP AGENT EXP BUSY EXP and CATEG EXP Refer to Appendix 3 Export Data Record Formats for more details on these files Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary F Feature Button The Norstar station sets have a Feature Button that after being pressed enables you to enter a 3 digit feature code and perform Supervisor and Agent Functions On the Feature Code Assignments screen you can view the codes Norstar has assigned to these functions Feature Codes On the Feature Code Assignments screen you can view the codes Norstar has assigned to Agent and Supervisor Functions File Name On the Report screens you can specify report generation to 1 of 2 types of Files as an output device After selecting the File you will be asked to enter a filename to identify the report The RPT or HTM filename extension cannot be changed First Name On the Agent Configuration screen you can add update or delete an Agent When adding or updating an Agent you can enter the Agent s First and Last name for further identification The first initial of the First Name and the first 8 characters of the Last Name will appear on the station set when the Agent logs in Forced Announcement On the Routing subscreen Group Configuration you can select this Routing Command as a step to play an announcement without interruption The announcement number is entered in the Value fiel
242. sed for Archiving ACD will prompt you to insert the next disks in sequential order When the Restore is complete the Maintenance Menu will display 168 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 6 Maintenance Recorded Calls In this section steps are provided so you can perform the following task Access the Recorded Call screen and view list of Recorded Calls Delete a Recorded Call Follow these steps to access the Recorded Call screen from the Main Menu and view list of Recorded Calls Main Menu 1 On the Main Menu highlight Maintenance to display menu Maintenance Menu 2 Highlight Recorded Calls and press ENTER CLICK to select The Recorded Calls screen will display 01702799 11 49 37 am CIMNPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Archive Data Purge Data Recorded Calls Maintenance Agent ID Call Number pate Time Agent who has recorded a call 3 Use the cursor keys displayed at bottom of screen to view the list of Recorded Calls Follow this step to delete a Recorded Call from database 1 Move cursor to highlight Recorded Call Number Press the ALT D Keys simultaneously to delete the Recorded Call row Note Recorded Calls use up a lot of disk space therefore it is best to periodically clear old calls to free up space Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 169 Chapter 6 Maintenance Data Mana
243. selected and all related information is complete press the F10 Key to Save this information Follow these steps to specify Printer not on the list Printer Port required field Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration 1 Press F2 DBL CLICK highlight either LPT1 or LPT2 the parallel port where your printer is connected and press ENTER CLICK to select Highlight Printer Name field Printer Name required field 1 Type in up to 31 alphanumeric characters for name of Printer Highlight Page Length field Page Length required field 2 Typein up to 3 numeric characters range 1 999 and press ENTER CLICK Highlight Form Feed field Note Page Length is the number of lines printed on each page 60 lines allows for a 1 2 inch top and bottom margin Form Feed required field YES NO 3 Use Right or Left Arrow keys to move checkmark to YES or NO field or you can CLICK on YES or NO field Highlight Condensed Print Codes field Note YES If Form Feed is set to YES Page Length should be set to 60 lines After the Printer has printed 60 lines of a Report it will feed the remaining page and start printing at the top of the next page NO If Form Feed is set to NO Page Length should be set to 66 lines After the Printer has printed 66 lines of a Report it will feed the remaining page and start printing at the top of the next page Condensed Print Codes optional field 4 Type in up to 3 numeric characters
244. software version and will require an installation Add Ons include Automated Attendant Routing Command Caller Directed Routing Status Display for Windows 95 98 NT Infocus Status Display Wallboard and Voice Port Activation These Add Ons are installed Refer to the Norstar PRELUDE and CINPHONY Suite ACD 3 6 Installation Guide for details Agent An Agent is the person who answers an ACD Call Agents can be assigned to a Group Refer to this Glossary for a definition of Agent Configuration and Agent Selection subscreen Group Configuration Agent Configuration ACD allows you to add update or delete Agents Select Agent Configuration on the Configuration Menu Agent Data for ACD or Non ACD Calls For the Agent Profile Report you can specify whether to report on ACD or Non ACD Calls handled by Agents If you select ACD you can specify whether the Report Style or method is Duration or Percent If Non ACD is selected the Report Style can only be a Duration method Agent Functions On the Feature Codes Assignments screen there are 7 Agent Functions you can perform on the station set These functions include LOGIN UNAVAILABLE CANCEL WRAP HELP CALLS QUEUED CATEGORIZE CALLS QUEUED and RECORD CALL Refer to this Glossary for a definition of each function Agent ID On the Agent Configuration screen the Agent ID is used by ACD to login and identify an Agent to the system You can either add update or delete an Agent In Recorded Ca
245. spent in queue before being abandoned and average length of time that all Calls spent in queue before being abandoned Follow these steps to Run the Report for all data in database to Output Device 1 Access the Abandoned Calls Report screen 01 02 99 11 43 56 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Process Data Agent Reports Group Reports Line Reports Abandoned Calls Date Range 12 01 98 thru 01701799 Run Report Time Range 00 00 thru 24 00 Group Range thru Exit Report Page Break on Group NO D YES C Output Device LPT1 File Name Type in From Group or press FZ DEL CLICK and select Group from list 2 Press the F10 Key or highlight Run and press ENTER CLICK or press ALT R to Run Generate Report for all data in database Refer to Common Report Parameters in this Chapter for directions and rules to specify the From and Thru Data Ranges and directions to change Output Device Report Field Column Definitions o o o DATE month day and year the ACD Call was abandoned LINE the Line on which the ACD was received and abandoned TIME time of day that the ACD Call was received on the Line DURATION the length of time an ACD Call spent in queue before being abandoned INCOMING NUMBER AND NAME the ICLID ANI Number and Name of caller ICLID only or DNIS DID Number that was abandoned Norstar PRELUDE and CINPHONY ACD 3 6 Us
246. splay the Routing subscreen where you can use this routing command to transfer a call to an extension or number outside the Norstar Refer to the Group Configuration section in this Guide for more details Log Date On the Agent Profile by Group Report this report field column provides the Agent login period within From Thru range for each Group listed in ascending order Logged In On the System Status Display screen this call processing statistic provides the number of Agents logged in to each group On the Group Status Display screen Agent status this statistic provides the number of Agents logged in for a Group Logged Out On the System Status Display screen this call processing statistic provides the number of Agents logged out of each group On the Group Status Display screen Agent status this statistic provides the number of Agents logged out of a Group Login On the Norstar station sets an Agent can use this function to login The Agent must enter their ID Number and if used their password to use ACD Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Login Duration On the Agent Profile Report this report field column provides how long a Agent was logged in for the specified time period Logout On the Norstar station sets an Agent can use this function to logout Log Out On the Agent Profile by Group Report this report field column provides the time of day an Agent logged out for each group for
247. ss ENTER CLICK to start archiving CINPHONY call data tAlt A also archives Date Range 3 Type in a From Date using the format MM DD YY 4 Type ina Thru Date using the format MM DD YY Note If Date Range is left blank the default range will be 1 1 80 through 12 31 79 January 1 1980 through December 31 2079 From Thru Rules e If From and Thru range fields are left blank all data in entire database is archived e If From range field is completed and Thru range field is left blank all data is archived from specified start to end of database e If Thru range field is completed and From range field is left blank all data is archived from beginning of database to specified end e To archive one Date of data the Date must display in both the From and Thru fields Archive 5 Press the F10 Key or highlight Archive and press ENTER CLICK or press ALT A to Archive the specified data If you want to abort an Archive press ESC during the Archive ACD will prompt you to insert ARCHIVE Disk 1 ACD will indicate how many records are being copied to the diskette and will also prompt you to insert more diskettes if necessary When all data is Archived CINPHONY will display a message Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 161 Chapter 6 Maintenance Note It is best to use a properly formatted high density diskette however the Archive utility will format the disk automatically if it is unformatted It is also a good idea to
248. t Agent logged in TOP DOWN this advanced method can be used if you want the call to go to the first available Agent closest to top of list as listed in the order specified on the Agent Selection list Agent Selection 3 4 Press F2 DBL CLICK highlight Agent to assign to this Group and press ENTER CLICK to select Notes To insert an Agent to change order highlight existing Agent on list and then select new Agent This Agent will be inserted above the highlighted Agent If you are using the Round Robin or Top Down selection method select the Agents in the order of the selection method To delete an Agent from list highlight the Agent and then press the ALT D keys simultaneously PRELUDE 60 Agents can be configured 15 can be logged in at one time CINPHONY 120 Agents can be configured 30 can be logged in at one time and CINPHONY II 240 Agents can be configured 80 can be logged in at one time When completed press F10 key or highlight OK and press ENTER CLICK or press ALT O to confirm this subscreen configuration Follow these steps to assign an Overflow Group to this Group 1 Highlight Overflow Group button and press ENTER CLICK to display the Overflow Group Configuration screen Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 39 Chapter 2 Configuration 40 01702799 11 22 18 am CINFHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent la
249. t Group Data e The amount of logged in time for each Agent and how that time was spent e How many times the Agent requested a Supervisor s help e How the Agent performed within a Group e How many calls overflowed and where they were sent e The number of calls answered or abandoned e The average time a call remained in queue before it was answered or abandoned e The total calls for the group System Data e The number time duration and type ACD and non ACD of calls received on each line e The average length of time calls remained in queue e The time number duration and percentage of time lines were busy e The number time duration of calls received on specific lines and if the call was abandoned Refer to Chapter 5 Reports to perform the steps to generate a report and for a brief description of each report Also included in this menu are 3 operations to enhance Report generation D Scheduler schedule Reports Process Data and Purge Data Process Data process up to date information for Report generation bd Report File Maintenance copy move print or view Reports generated to File data Exported to File or Announcements saved to file Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 1 Overview System Maintenance Menu This menu allows you to manage the data stored in the database There are 7 System Maintenance operations Archive Data copies current database records to floppy disks f
250. t a call with the following Routing Commands CDR TABLE sends call to the specified CDR Table Value select 1 Note Make sure that the CDR Table has been previously configured Refer to Caller Directed Routing Number Configuration found under Line Configuration CONTINUE go to next Command in Routing Table GO TO STEP go to Step in Routing Table GROUP send call to particular Group to follow that Group s Routing Commands REPLAY replay AUTO ATTD Announcement Announcements can be replayed up to 3 times This step should not be applied to None and No Port for current Group TRANSFER send call to a Station Set DN Values e GOTO STEP type in Routing Command Step e GROUP type in Group Number e TRANSFER TO type in Station Set DN Extension Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 35 Chapter 2 Configuration 36 Routing for Group 1 GROUP ONE Day R Group 1 AUTO ATTD MENU Command Announcenent 5 AUTO ATTD Digit Command Value DISTRIBUTE ANNOUNCENE DISTRIBUTE ANNOUNCEME DISTRIBUTE ANNOUNCEME GO TO STEP TRANSFER TO GROUP GROUP GROUP REPLAY REPLAY REPLAY REPLAY REPLAY REPLAY None TRANSFER TO No Port TRANSFER TO 1 2 3 4 5 6 7 6 9 WOO hw Ne eS Cancel ae eRe mA AR eee 2 ene eee Rta na Se At ss ea Type in the numeric Value for GO TO STEP GROUP or TRANSFER Command AVERAGE QTIME ANNOUNCEMENT you can use this command to announce to the caller how long the caller m
251. te Schedule Type AGENT PROFILE Exit Date Range 1 WEEK AGO thru 1 WEEK AGO Time Range 00 00 thru 24 00 Topic Range thru HIGGINS CONNOR JONES ADAMS MONROE SANDSTROM GAMBLE FANELSER PRATT Next Run Date AGENT Cursor keys scroll lt ENTER gt selects and lt ESC gt exits choice menu Description 3 Type in the Name up to 25 alphanumeric characters you want for the Report to be generated or press F2 DBL CLICK highlight Report and press ENTER CLICK to select Highlight Date field Note The Description is used to recall the schedule It does not serve as the Report Name Date 4 Press F2 DBL CLICK to display list of days of the week and other time periods Move cursor to highlight Date and press ENTER CLICK to select Highlight Time field Time 5 Press F2 DBL CLICK to display list of time hours of the day Highlight Time and press ENTERI CLICK to select Highlight Schedule Type field Page Break f Agent Call Typ Report Method Duration Forma Output Device File Nane Sse rdarowrzngn Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 155 Chapter 5 Reports 156 Schedule Type 6 Press F2 DBL CLICK to display list of Reports Highlight Report and press ENTER CLICK to select The Report Parameters default or changed will display when the Report Name displays 7 If you want to change the parameters displaying use the arrow keys to move cursor to each field Refer to the Report generation Chapter for
252. te When a Report is generated to File this File is automatically listed in Report File Maintenance Reports Menu utility You can then copy or move this Report to the A Drive disks print the Report Delete the Report or view the Report on screen 126 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 5 Reports HTML completion dD If either HTML was selected you will need to type in a File Name Type in up to 8 alphanumeric characters The HTM filename extension cannot be changed Note When a Report is generated to HTML this File is automatically listed in Report File Maintenance Reports Menu utility You can only delete a HTML Report Refer to the Infocus Installation and User Guide for directions to view and print these Web Page Reports htm on the Infocus Server PC or Infocus Client PC s Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 127 Chapter 5 Reports Agent Reports Agent Profile Report Agent s performance over a specified period of time Agent Summary Report Summary of Agent s performance over a specified period of time Agent Profile by Group Report Agent s performance by Group s over a specified period of time Agent Profile Report This Report summarizes the following Amount of logged in time bd Amount of time spent on ACD Calls and how that time was spent conversation wrap time etc b Amount of time spent on Non ACD Calls Number of calls answered D Number of
253. tem Group and Agent Statistics found on the Agent and Group Status screens Config Data Rate for use with COM Port or LAN NIC installation only 4 Type in 1 to 16 minutes for remote update interval that is the rate to send Config Data from the Applications Module to the Infocus Server PC Config Data is Agent Configuration information Agent ID Agent Name and Group s to which the Agent is assigned Name IP Address for use with LAN NIC installation only 5 If you need to change this address type in the new Name IP Address TCP IP Port Number for use LAN NIC installation only 6 If you need to change this address type in the Port Number 7 When completed press F10 or select Save and press ENTER to save this Configuration If you are an authorized Technician refer to the Infocus Installation and User Guide for directions to install the Infocus Status Display hardware and software 01702700 11 21 00 an CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Line Supervisor a Infocus Status Display Configuration Baud Rate Save COM Port Dunanic Data Rate 2 Exit Config Data Rate 1 Nane IP Address 250 50 3 110 TCPYIP Port Number 5500 Printer Wallboard Infocus Status Display To edit type in up to 5 numeric characters and press ENTER CLICK Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 3 Using Norstar Set
254. th lower priority regardless of their length of time in queue The default is 5 for all lines to make it easier for you to increase or decrease prioritization 1 highest and 10 lowest priority Refer to SET PRIORITY and INCREASE PRIORITY Commands in the Routing Commands section TSF Interval 10 To specify TSF Interval type in up to 2 numeric characters for interval minutes range 01 99 Highlight TSF Threshold field Note The Telephone Service Factor is the percentage of calls answered within a Threshold period in seconds for the TSF Interval in minutes You can specify the TSF Interval and the Threshold For example during a 10 minute interval how many calls were answered within a 30 second threshold from first ring to answer 11 To specify TSF Threshold type in up to 3 numeric characters for threshold seconds range 001 999 Unavailable Duration 12 Type in the Duration using the format MM SS range 00 00 59 59 Note Unavailable Duration is the time specified for all Agents in a Group to remain Unavailable before this status is alerted When an Agent has exceeded the specified time period the Unavailable field for this Agent on the Group Status screen will flash The flashing terminates when the Agent becomes Available or if the Unavailable Duration value is increased If you do not want to set a duration leave the field value at 00 00 13 When completed with all screen and subscreen edits press F10 key or highlight Save and
255. the call is answered 1 through 10 minutes There are two linked announcements making up this command The first announcement makes the statement The expected wait time for your call is approximately The second announcement provides the calculated time one minute through ten minutes or longer You can select the Pre Recorded set of Announcements or select the User Recorded set of Announcements If you select User Recorded Announcements refer to Chapter 3 Using Norstar Sets Performing Supervisor Functions Announcement Maintenance for directions to record these Announcements Follow these steps to configure Expected QTime Announcement e Ona Routing Command Step select EXP QTIME ANNOUNCEMENT e Highlight the Value field to display the Avg QT Annc Exp QT Annc Value screen e Inthe Language field press the F2 key to display ENGLISH and FRENCH choices Highlight the Language for the Announcements you want callers to hear and press ENTER to select Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration e Inthe Announcement set field press the F2 key to display PRE RECORDED and USER RECORDED choices Highlight the Announcement set you want to use and press ENTER to select For more information on the calculation criteria and rules of use for Expected QTime Announcement refer to Appendix 7 Average amp Expected QTime Announcements CDR TABLE if you have installed the Caller Directed Routing Add On
256. the order in which the call is handled If a Line is an ACD Line a Group or CDR Table must be assigned Follow this step to access the Line Configuration screen from the Configuration Menu 1 On the Configuration Menu highlight Line and press ENTER CLICK The Line Menu will display 01 02 00 11 25 26 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DO5 Shell Agent Group Line Route Order Configuration Line Configuration Destination Number DNIS DID Originating Number CANI ICLID Caller Directed Routing CDR System Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Press ENTER CLICK to display Line Configuration screen Highlight Line Configuration on this menu and press ENTERICLICK to display the Line Configuration screen Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 45 Chapter 2 Configuration 46 01 02 01 11 26 01 am CINPHONY 123456 74 Disk Full Status Configuration Reports Maintenance ACD Control DOS She 11 I l Line Conf iguration Line Description Routing Group CDR Table Prior Delay 1 LINE 1 NONE 1 CUSTOMER SUPPORT 5 NO 2 LINE 2 NONE 1 CUSTOMER SUPPORT 7 NO 3 LINE 3 ORIG NUM Z IM HOUSE SALES 3 YES 4 LINE 4 ORIG DEST 2 IN HOUSE SALES 4 YES 119 LINE 119 DEST NUM 2 IM HOUSE SALES 6 YES 120 LINE 120 DEST ORIG 2 IN HOUSE SALES 7 YES 5 LINE 5 CDR TABLE 4 MANUFACTURING
257. the right Mouse button Drag the Printer Template to the Desktop and release the right Mouse button In the Printer Name field type a name for the Printer e g My LaserJet 6 Select a Port to which the Printer is connected Select Install new printer driver A window will display a list of the Printer Drivers shipped with OS 2 Select Other OS 2 printer driver Insert the diskette containing the Printer Drivers into Drive A 9 Select Refresh The list of Printer Drivers will display 10 Use the left Mouse button to select LASERJET HP LaserJet 6L 11 Select Install HP LaserJet 6L will install and its Printer Object will display on the OS 2 Desktop 12 Enter PRELUDE or CINPHONY select Printer on the Configuration Menu and then configure HP LaserJet Ill that will operate the HP LaserJet 6L model Follow these steps if your OS 2 Desktop displays the HP LaserJet 6L Printer Object but the LASERJET HP LaserJet 6L Printer Driver has not been installed ON OA FR WN On the OS 2 desktop point to the HP LaserJet 6L Printer Object and click the right Mouse button Select Settings Select the Printer driver tab Point to one of the Printer Objects and click the right Mouse button Select Install new printer driver A window will display a list of the Printer Drivers shipped with OS 2 Select Other OS 2 printer driver Insert the diskette containing the Printer Drivers into Drive A Select Refresh The list of Printer Drivers will display Us
258. then display Configuration changes will now take effect Follow these steps to schedule Configuration changes for update at a later date and time 1 Highlight the Schedule Changes button and press ENTER CLICK The Schedule Date and Schedule Time menu will display Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 73 Chapter 2 Configuration 01 08 00 9 21 01 am CIMNPHONY 112233 19 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Line Update Configuration Exit Last Reconfigured 12 08 98 09 18 am Schedule Changes Schedule Date MONDAY Schedule Time 08 00 AM Wallboard Infocus Status Display Press ENTER CLICK to confirm current field edits F10 or Alt O also confirms 2 Highlight Schedule Date press F2 DBL CLICK highlight Date and press ENTER CLICK to select 3 Highlight Schedule Time press F2 DBL CLICK highlight Time and press ENTER CLICK to select 4 Highlight OK and press ENTER CLICK to confirm Date and Time or press F10 key You will be returned to the Configuration Menu and Configuration changes will be scheduled for update Note Ifyou have opted to schedule changes at a later date and time this message will display on the Main Menu until changes take effect Configuration changes pending 74 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration Menu Password You can restrict access to the Reports Men
259. ting of all ACD calls is turned ON or OFF at any station set via the feature code Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 63 Chapter 2 Configuration Recorded Announcement When an Announcement is recorded at a Station Set by a Supervisor you can utilize this feature to add a Description to the Recorded Announcement You can record up to 240 announcements When you use the ANNOUNCEMENT Command on a Routing Command table you will need to enter the number of the Recorded Announcement you want to play A Description facilitates identifying these Recorded Announcements when you need to enter the Announcement Number In this section steps are provided so you can perform the following tasks Access the Recorded Announcement screen Add a Description Update a Description Follow this step to access the Recorded Announcement screen from the Configuration Menu 1 On the Configuration Menu highlight Recorded Announcement and press ENTER CLICK to select The Recorded Announcement screen will display 61 02 00 11 30 01 am CINPHONY 123456 7 Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Line Supervisor Recorded Announcement Configuration Number 2 Save Description SERVICE ANNOUNCEMENT Delete Exit Printer Wallboard Infocus Status Display Press Fe DBL CLICK highlight Announcement Number and press ENTER CLICK Follow these steps to add a Description to a Recor
260. tion Rules for acquiring voice channels Available voice channels not utilized by any application e g ACD voice mail are used first b If needed voice channels are then acquired from applications in an equitable fashion Note A standard physical modem can be installed into systems equipped with the internal virtual modem For directions please refer to the Norstar Applications Module Installation and Maintenance Manual Appendix 7 Average amp Expected QTime Announcements 198 Average QTime Announcement Calculation ACD calculates the Average Time to Answer statistic for all calls in the Group rounds up to the next minute matches this number of minutes to the corresponding minutes set for the second announcement and then plays the second announcement ACD constantly calculates Average Time to Answer to update the second announcement Expected QTime Announcement Calculation ACD calculates the Average Time to Answer statistic for all calls subtracts the amount of time the call has been in queue rounds up to the next minute matches this number of minutes to the corresponding minutes set for the second announcement and then plays the second announcement ACD constantly calculates Average Time to Answer and time in queue to update the second announcement Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 9 Appendices Announcement Sets If you have selected User Recorded Announcements when selecting Avera
261. tion Routing section in this Guide for more details Reports This menu enables you to select a Report and run generate Report to an output device You can also Schedule a Report for generation and utilize the Report File Maintenance feature to view copy move print or delete a Report that has been generated to a file Report File Maintenance In Report Generation you can select Report File Maintenance and perform the following functions for a report that has been generated to a file view copy move print or delete Report Parameters On the Schedule Reports screen in Report Generation you can schedule a report to generate When you first display the report to schedule you have the option to change the Report Parameters previously specified for the report Report Style On the Agent Profile the Agent Profile by Group and the ACD Call Profile Reports you can specify a Report Style or method For Agent Profile there are 3 styles ACD Duration time interval ACD Percent and Non ACD Duration For Agent Profile by Group there are 2 styles ACD Duration and ACD Percent For ACD Call Profile there are 2 styles ACD Duration and ACD Count number Restore Archived Data In System Maintenance you can restore data to the database that were previously archived copied from database to floppies You will be using the same Archive Disks to restore Retrieve Message On the Norstar station sets a Supervisor can enter a feat
262. ts are not assigned to target lines in the Norstar but in Trunk Line Data the Prime Set is assigned to the ACD Backup Station Set and the same received digits are entered on the Destination Number Configuration screen In Norstar Programming DRT is set to YES Do not assign the PRI channels to the ACD in Line Configuration Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 51 Chapter 2 Configuration Originating Number Configuration ANI ICLID You can perform call routing for ANI and ICLID Numbers ANI ICLID is a service provided by your local Service Provider ANI Automatic Number Identification is when a call arrives and the originating number displays to inform you of who is calling You can configure up to 1000 ANI Numbers for CINPHONY and II and up to 3 for PRELUDE ICLID Incoming Calling Line Identification is similar to ANI however the Name of the caller can also accompany the number and display on the Station Set If this number has been configured in this table the call will be sent to the specified ANI ICLID Group There is 1 screen with 5 fields to complete when configuring ANI and ICLID Numbers B ANI ICLID Number Description Routing Group CDR Table Priority In this section steps are provided so you can perform the following tasks Access the Originating Number Configuration ANI ICLID screen Add an ANI ICLID Number and Description select Routing Group or CDR Table select Group or
263. ttached Login Logout DN and Available Unavailable DN Analog Station Set Parameters If you are using 2500 Compatible Analog Station Sets you must specify the DN Directory Number you will use to Login and Logout and the DN you will use to go Available and Unavailable Indicator FlashRate 1 and Indicator FlashRate 2 When a call is in queue the Login Indicator light on the Station Set will flash There are 3 flash speeds Initial Rate Rate 1 and Rate 2 The Initial Rate changes after the number of calls in queue exceeds the number specified in Rate 1 Rate 1 changes after the number of calls in queue exceeds Rate 2 You can set these FlashRate break points Digit Timeout and Port Timeout The Automated Attendant Routing Command Add On or the Caller Directed Routing Add On must be installed before these features can be used Digit Timeout is the time a user has to press a key on the Station Set before the AUTO ATTD s NONE Step sends call to specified command after the announcement has played completely The NONE step and command value are specified with each AUTO ATTD Menu For Caller Directed Routing the Digit Timeout is the time a user has to press a key on the Station Set after the Primary Announcement has played and if applicable after each Secondary Announcement is played Port Timeout is the time a caller is kept waiting to hear an AUTO ATTD announcement if no ports are available to play the announcement After the time specif
264. u Configuration Menu Maintenance Menu ACD Control and DOS Shell Once password protecting a menu you will be asked to type in the Password Name when you try to access this menu and use the operation at a later date In this section steps are provided so you can perform the following tasks Access the Password Configuration screen Password protect the Reports Menu Configuration Menu Maintenance Menu ACD Control and DOS Shell Update a Password Note You may want to first Password protect the Configuration Menu to protect the Password names you enter on the Password Configuration screen Follow this step to access the Password Configuration screen from the Configuration Menu 1 On the Configuration Menu highlight Menu Password and press ENTER CLICK to display the Password Configuration screen 01 02 00 11 32 06 am CINPHONY 123456 7z Disk Full Status Configuration Reports Maintenance ACD Control DOS Shell Agent Group Line Supervisor Emergency Password Configuration Menu Selection Password Configuration Maintenance Reports ACD Control Pring DOS Shell Infocus Status Display u Cursor keys scroll lt ENTER gt selects and lt ESC gt exits choice menu Follow these steps to add a Password to a Menu and or Screen Menu Selection required field 1 Press F2 DBL CLICK highlight Menu item and press ENTER CLICK to select The Password field will be highlighted
265. u can add update or delete an Overflow Group Overflow enables you to specify a Group to make calls available when the original Group has received too many calls or has had a call in queue for too long P Page Break on Agent ID On the Agent Profile and Agent Profile by Group Report screens you can specify whether you want page breaks to occur after each Agent profile or if you want page breaks to occur normally so that the next profile starts after the previous Page Break on Group On the ACD Call Profile Report and the Routing Table Profile Report screens you can specify whether you want page breaks to occur after each Group s profile or if you want page breaks to occur normally so that the next profile starts after the previous Page Break on Line On the Line Profile Report screen you can specify whether you want page breaks to occur after each Line Profile or if you want page breaks to occur normally so that the next Line profile starts after the previous Page Break on Topic On the Scheduler screen you can specify whether you want page breaks to occur after each Topic or if you want page breaks to occur normally so that the next Topic profile starts after the previous Page Length On the Printer Configuration screen you can specify the number of lines you want to print on each page 60 lines allows for a 1 2 inch top and bottom margin Passwords On the Agent Configuration and Supervisor Configuration screens you
266. u can also highlight the Save button and press ENTER CLICK or press the ALT S keys to perform a save Schedule Changes On the Update Configuration screen Configuration Menu you can schedule the configuration changes saved for Agent Group Line Emergency Group and Supervisor Configuration You also have the option to activate changes immediately When scheduling you must enter a schedule date and time and then save the schedule Refer to the Reports chapter in this Guide for more details Schedule Date refer to Schedule Changes in this Glossary Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Scheduler On the Scheduler screen Reports Menu you can schedule any ACD Report for generation You will name the schedule Macro Definition enter a schedule date and time and you can also change the Report Parameters before saving the schedule Purge Data Maintenance can also be scheduled You can also schedule Process Data Reports Menu Schedule Time refer to Schedule Changes in this Glossary Set Priority On the Routing Commands configuration screen you can use this Routing Command as a step to re prioritize a call so that it gets distributed and moved up closer to the beginning of the queue Shutdown On the ACD Control Menu you can select Shutdown to stop all running programs on the system so you can turn off the Applications Module Before selecting Shutdown you must first Deactivate Call processing Silent
267. ued while an Agent is available have Agents log out and then log in If this does not work call Technical Support Problem Applications Module Time is incorrect which can cause the Day to Night or Night to Day routing step change to be delayed Possible Solution Time and date for ACD are taken from Norstar during boot up Check station set and see if time is correct If not the Norstar s time and date must be corrected Problem Voice port status is INITING or DISABLED Solution If port fails to respond to INITING after 5 tries the status will display as DISABLED The port will become disabled pending next reboot or voice port verification Call Technical Support Problem Receiving Invalid product ID Invalid Verification Key or Security Key Not Found error message when turning ACD or rebooting Solution The ACD Security Key is missing or there is a bad connection Check the Security Key connector attaching parallel printer cable to Applications Module s printer port If missing or if it is connected but does not respond call Technical Support immediately Problem When Configuration changes are made some Agents may get logged out Reasons An Agent is deleted from Configuration An Agent ID has been changed Agent was assigned to a Group that has been deleted An Agent has been removed from an Group s Agent List Solution Re configure the Agent and login or if Agent still exists login Agent
268. ueue before hanging up This average is for Group s current routing cycle Calls Disconnected the number of times calls were disconnected for this Group by the DISCONNECT Routing Command Calls Transferred the number of times calls were transferred out of this Group by the TRANSFER TO GROUP LINK XFER LINE XFER CDR TABLE and VMAIL XFER Routing Commands Agent Status The current status of each Agent in the selected Group displays to the right of the Agent s Name There are 10 Agent states Logged Out Agent is not logged into system Available Agent is available to take ACD calls Unavailable Agent is logged in but not available to take ACD calls ACD Agent is currently on an ACD Call ACD Group xx Agent is currently on an ACD Call for a different Group than the Group selected Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 4 Status ACD Held Agent currently has an ACD Call on hold ACD Conference Agent is currently on an ACD Conference Call Intercom Agent is currently on an Intercom Call Incoming Agent is currently on a Non ACD Incoming Call Outgoing Agent is currently on a Non ACD Outgoing Call Selected Group Status The current status of the Group selected is displayed near the bottom of the screen Logged In number of Agents logged in for this Group Logged Out number of Agents logged out for this Group Available number of Agents available for this Group Un
269. ull Status Configuration Reports Maintenance ACD Control DO5 Shell Agent Group Line Route Order Configuration Line Configuration Destination Number DNIS DID Originating Number CANI ICLID Caller Directed Routing CDR Systen Wide Parameters Update Configuration Menu Password Printer Wallboard Infocus Status Display Press ENTER CLICK to display Line Configuration screen Highlight Destination Number DNIS DID on this menu and press ENTER CLICK to display the Destination Number Configuration DNIS DID screen 48 Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Chapter 2 Configuration 01 02 99 11 26 48 am CIMPHONY 123456 7 Disk Full 3 Destination Number Configuration DNIS DID DNIS DID Number Desc Routing Group CDR Table Priority 3680 ENGLISH GROUP 1 CUSTOMER SUPPORT 5 3681 FRENCH GROUP 1 CUSTOMER SUPPORT 7 369 MANUFAC CDR TABLE 5 MANUFACTURING 7 Save Exit Press ENTER CLICK to display the DNIS Configuration screen Follow these steps to add a DNIS DID Number and Description select Routing select Group or CDR Table and prioritize the Line DNIS DID Number required field 1 Type in up to 10 alphanumeric characters Highlight the Description field A DNIS or DID Number is obtained from your Service Provider The DNIS or DID Number is a string of digits These digits are what ACD designates as a Destination Number DNIS DID Call and will route the
270. ume once the install completes If you have selected Deactivate and then Shutdown Call Processing will automatically resume when you restart the system Deactivate Follow these steps to Deactivate Call Processing 1 Display the ACD Control screen 2 Highlight Deactivate and press ENTER A message will display Choosing this option will stop Call Processing Are you sure you want to do this 3 Highlight OK and press ENTER Call Processing will stop and you will remain at the ACD Control screen where you can select Execute install software on A Drive Activate and or Shutdown Execute Refer to the Norstar PRELUDE and CINPHONY ACD Installation Guide for directions to Execute any of the following installs Add On Automated Attendant Wallboard Status Display for Windows versions 3 1 or 95 NT and Voice Port Activation b Upgrade upgrade from one level of ACD to the next highest PRELUDE CINPHONY I and CINPHONY Il Update update from your current Version of ACD to the next Version After you execute the install for the software you will be returned to the Main Menu and Call Processing will automatically be activated Off Line If Call Processing has been deactivated you can select Off Line to use ACD without Call Processing being active You will then be able to perform the following without being connected to the KSU Configure Generate Reports Modify Scheduler b Perform any function not requiri
271. unded down Note If ACD you can generate either a DURATION or PERCENT Report Style If Non ACD you can only generate a DURATION Report Style Report Field Column Definitions ACD DURATION and PERCENT Reports e LOG DATE Agent login time period within From Thru range listed in ascending order e LOG IN time of day Agent logged in for time period e LOG OUT time of day Agent logged out for time period auto logout active Agent e LOGIN DURATION how long Agent was logged in for time period e AVAILABLE amount of ACD time or percentage of time Agent was active to take calls during time period e e e e TALK amount of ACD time or percentage of time Agent conversed with caller during time period e HOLD amount of ACD time or percentage of time ACD callers were placed on hold during time period e WRAP amount of ACD time or percentage of time Agent wrapped up between calls during time period e UNAVAILABLE MANUAL amount of ACD time or percentage of time Agent was inactive during time period and pressed the Unavailable Key to go inactive e UNAVAILABLE OTHER amount of ACD time or percentage of time Agent was inactive during time period because of time spent on Non ACD Calls e CALLS ANSWERED number of ACD calls answered by Agent e SUPERVISOR HELP number of help requests Agent sends to Supervisor by pressing the Help key Non ACD DURATION Report e LOG DATE LOG IN LOG OUT sa
272. ure code and use this function to view one or all of the messages Return On the ACD Control Menu you can select Return to exit the ACD Control screen and return to the Main Menu Round Robin On the Group Configuration screen you can select Round Robin from the Method of Selection list This is a method of routing calls to the Agent who is the next available Agent starting with the last Agent logged in Refer to this Glossary for a definition of Longest Idle and Top Down Route Order Configuration You can specify the order that ANI DNIS and CDR matching tables are looked at to route a call to the appropriate Group Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 219 Glossary 220 Routing ANI ICLID On the Originating Number Configuration screen you can specify whether you want to route calls to a Group or CDR Table Routing CDR On the Caller Directed Routing Number Configuration screen you can route calls to a specified Group Routing DNIS DID On the Destination Number Configuration screen you can specify whether you want to route calls to a Group or CDR Table Routing Line On the Line Configuration screen you can specify whether you want to route calls to a Caller Directed Routing Table Destination Number Group Originating Number Group or to the Group assigned to this Line Routing Commands On the Routing subscreen Group Configuration you can specify the commands an incoming call must follow in step
273. used Refer to this Glossary for a definition of each state W Waiting Voice Port At the bottom of the System and Group Status Display screens all Voice Ports are listed in their current states A Waiting Voice Port is currently in use but holding for user intervention to play an announcement or for an ATA to clear Wrap On the System and Group Status Display screens this call processing statistic provides the number of Agents currently in wrap for each Group or one Group On the Agent Profile and Agent Profile by Group Reports this report field column provides the amount of ACD Time or percentage of time Agent wrapped up between calls for each Group during the specified time period Wrap Duration On the Group Configuration screen you can select 1 of 3 ways to specify the length of wrap time allotted to an Agent between calls AUTOmatic MANUAL and NONE If Automatic is selected you will also have to specify a cancel wrap time period If MANUAL is selected the Agent must use the Cancel Wrap feature code to cancel wrap Y Year On the Monthly Summary Report this report field column provides the year for the month on which you want to report The default is the current year and month YES CALC ALL GROUPS YES CALC SELECTED GROUPS On the Wallboard Configuration screen you can specify whether you want to calculate System Statistics for all of the Groups for your call center or just the Groups you specify on this screen
274. uting Command between existing Commands by pressing the Alt keys simultaneously Intercom Calls Near the bottom of the Group Status Display screen this Agent statistic displays the number of Agents handling Intercom Calls On an Agent Profile Report Non ACD Duration this report field column provides the number of Intercom calls Intercom Duration On an Agent Profile Report Non ACD Duration this report field column provides the amount of time Agent was on the Intercom Inward Overflow On the Group Overflow Report this report field column provides the total number of calls that overflowed from other groups to the subject Group specified Keypad The keypad on the Norstar station sets is used to dial numbers for outgoing calls enter numbers for various features and their codes and perform functions Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 213 Glossary 214 L Last Name Agent On the Agent Configuration screen you can add update or delete an Agent When adding or updating an Agent you enter the Agent s First and Last name for further identification The first initial of the First Name and the first 8 characters of the Last Name will appear on the station set when the Agent logs in Line Configuration On the Line Configuration screen you can add a Line update an existing Line or delete a Line from the database When adding or updating a line you can also assign a Group or CDR Table to the Line
275. vate or schedule the update of these configuration changes Note You can update an existing ANI ICLID Number by editing the row and then saving the changes You can also delete an ANI ICLID row by highlighting the ANI ICLID Number field and pressing the ALT D keys simultaneously Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 53 Chapter 2 Configuration 54 Caller Directed Routing Number Configuration CDR Caller Directed Routing is an ACD 3 6 Add On that enables the routing of incoming calls based on DTMF Dual Tone Multi Frequency or touchtone dialing digits entered by the caller When a call is directed to a CDR Table a Primary Announcement can be recorded to tell the caller to enter the CDR Number The caller can enter up to 16 numeric characters and utilize a wildcard For example a CDR Number could be a credit card number customer number account number order number or any number used to represent the person or department the caller is trying to reach After the CDR Number is entered the call is then sent to a Group configured to answer these calls This CDR Number is configured in the CDR Table allowing the following parameters Table Number Table Number Description Caller Input Timeout Exception Group Caller Attempts Transfer DN Primary Announcement Secondary Announcement Digits to Collect Support No Digit Entry You can configure 3 CDR Tables with up to 1 000 CDR Numbers per table There are several ways a call c
276. ve and press ENTER CLICK or press ALT S to save this configuration Then select Update Configuration on the Configuration Menu to activate or schedule the update of these Supervisor configuration changes Follow these steps to update existing Supervisor information ID 1 Type the existing Supervisor s Identification Number and press ENTER CLICK or Press the F2 DBL CLICK to display all Supervisors Identification Numbers highlight Supervisor ID and press ENTERICLICK to select 2 All Supervisor information will display on the screen Edit any of the fields for this Supervisor 3 When all screen information is complete press the F10 Key or highlight Save and press ENTER CLICK or press ALT S to Save the Supervisor configuration Then select Update Configuration on the Configuration menu to activate or schedule the update of these configuration changes Follow these steps to delete a Supervisor from database ID 1 Type the existing Supervisor Identification Number and press ENTER CLICK or Press the F2 DBL CLICK to display all Supervisors Identification Numbers highlight Supervisor ID and press ENTER CLICK to select 2 All Supervisor information will display on the screen Hold down the ALT D Keys simultaneously or highlight Delete and press ENTER CLICK select YES to confirm deletion and the Supervisor will be deleted Norstar PRELUDE and CINPHONY ACD 3 6 User Guide 61 Chapter 2 Configuration Emergency C
277. within its time interval for each 30 minute time period for the Detail report and for each day for the Summary report Time Period On the ACD Call Profile Detail Report this report field column provides 30 minute time periods within the From and Thru range where calls are profiled as to being abandoned picked up and disconnected or transferred The time periods are in ascending order earliest to latest Top Down On the Group Configuration screen you can select Top Down from the Method of Selection list This is a method of routing calls to the first available Agent closest to the top of the Agent Selection list found in Group Configuration Transfer DN On the Group Configuration screen you can enter a Transfer Directory Number used to transfer calls to the group This is a non physical Norstar DN Transfer To On the Routing subscreen Group Configuration you can use this Routing Command as a step to transfer a call to a Norstar DN You must enter Directory Number in the Value field Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Troubleshooting This Appendix 2 describes a few problems you may encounter installing and using ACD Solutions accompany the problems listed U Unavailable On the Norstar station sets an Agent can use this function to go unavailable and not receive any ACD calls until Agent goes available using the same steps On the System and Group Status Display screens you can view num
278. without active Call Processing You will be able to Configure generate reports modify the Scheduler and perform any function not requiring a connection to the KSU Originating Number ANI ICLID On the Line Configuration Menu you can display the Originating Number ANI ICLID screen where you can specify an ANI or ICLID Number Refer to the section in this Guide for more details Also refer to Line Configuration Routing Outgoing Calls Near the bottom of the Group Status Display screen this Agent status displays the number of Agents handling Outgoing Calls for this Group On an Agent Profile Report this report field column provides the number of outgoing calls Norstar PRELUDE and CINPHONY ACD 3 6 User Guide Glossary Outgoing Duration On an Agent Profile Report Non ACD Duration this report field column provides the amount of time Agent was on outgoing calls Outgoing Overflow Groups On the Overflow Group Report this report field column lists the calls that overflowed to this Group from the subject Group These calls are labeled at the end of the row Output Device On all Report screens you can specify the Output Device where you want a report to generate Output Devices include Printer File with Printer Codes and File without Printer codes HTML format and Screen Refer to the section Common Report Parameters for directions on selecting an Output Device Overflow On the Overflow configuration screen yo
279. you can use this Command to send the call to a specified CDR Table When the call reaches the table a Primary Announcement is played to direct the caller to enter a code digit string to direct the call to the appropriate Group configured to handle these calls Refer to Caller Directed Routing Number Configuration found under Line Configuration Value type in 1 2 or 3 Note Make sure that the CDR Table has been previously configured Refer to Caller Directed Routing Number Configuration found under Line Configuration DELAY ANSWER delays the answering of a call for the time period specified range 00 01 to 59 59 When a call arrives on a Line assigned to a Group ACD will refrain from answering until either the DELAY ANSWER time has passed or an Agent becomes available When used this Command must be specified as the first Routing Command During the Delay Answer duration the ACD backup set will ring and the caller will hear ringing Value type in time period using format MM SS range 00 01 59 59 Notes If ICLID is set to YES and DELAY ANSWER is used as first routing command step DELAY ANSWER duration must be greater than the ICLID Delay Time specified in System Wide Parameters If ORIG is specified as Line Routing and DELAY ANSWER is used as first routing command step DELAY ANSWER duration must be greater than the ICLID Delay Time specified in System Wide Parameters DISCONNECT ends the call No entry is required in value field DI

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