CONTACT CENTER INSTALLATION ANUAL - STC Technologies

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CONTACT CENTER INSTALLATION MANUALINT-31582Issue 3.0(Version 4000)

NEC Corporation of America reserves the right to change the specifications, or features, atany time, without notice.NEC Corporation of America has prepared this document for use by its employees andcustomers. The information contained herein is the property of NEC Corporation of Americaand shall not be reproduced without prior written approval from NEC Corporation ofAmerica.Dterm is a registered trademarks of NEC Corporation of America. Windows is a registeredtrademark of Microsoft Corporation. AT&T is a registered trademark of AT&T WirelessServices, Inc. All other brand names and product names referenced in this document aretrademarks or registered trademarks of their respective companies.Copyright 2015NEC Corporation of America6535 N. State Highway 161Irving, TX 75039-2402Communications Technology Group

TABLE OF CONTENTSChapter 1Section 1Chapter 2IntroductionWhat is Contact Center? . 1-11.1Equitable Distribution of Calls Among Agents . 1-11.2Unique Considerations . 1-2Setting Up Contact Center for the First TimeSection 1Arrange Extensions into Contact Center Groups . 2-1Section 2Set Up Work Schedules and Work Periods . 2-4Section 3Assign Extensions for Each Work Period . 2-7Section 4Arrange Trunks Into Incoming Ring Groups . 2-10Section 5Determine Trunk Work Schedules . 2-12Section 6Assign Incoming Trunk Ring Groups to Contact Center Groups . 2-14Section 7Basic Programming . 2-20Section 8Basic Operations . 2-22Chapter 3Section 18.1Transferring Calls to an Contact Center Group . 2-228.2Answering Outside Calls that Ring Your Contact Center Group . 2-238.3Agent Log In and Log Out . 2-238.4Changing Contact Center Group Assignment . 2-24Advanced Contact Center FeaturesDetermining Which Advanced Features Are Needed . 3-1Contact Center Setup Options . 3-3Contact Center Skill Based Routing . 3-7Contact Center Installation Manuali

Issue3.0Contact CenterContact Center Caller ID Based Routing . 3-19Contact Center Whispering . 3-36Email Auto Print Reports . 3-39Emergency Call . 3-41Headset Operation (with Automatic Answer) . 3-45Hotline for Contact Center Agents . 3-47Identification Codes for Contact Center Agents . 3-51SIE Key for Contact Center Groups . 3-58Off-Duty Mode . 3-62One-Digit Dial Out . 3-66Overflow Options . 3-70Queue Status Display . 3-92Supervisor, Contact Center Group . 3-101Supervisor, Contact Center System . 3-107Supervisor, DSS Console . 3-113Supervisor Monitor / Contact Center Monitor . 3-117Traffic Reports . 3-119Wrap-Up Time . 3-122Chapter 4ProgrammingSection 1Before You Start Programming . 4-1Section 2How to Use This Chapter . 4-1Section 3Unique Programming Considerations . 4-2Section 4How to Enter and Exit Programming Mode . 4-34.1Entering Programming Mode . 4-34.2Exiting Programming Mode . 4-4Section 5Using Keys to Move Around in the Programs . 4-5Section 6Programming Names and Text Messages . 4-6iiTable of Contents

ContactCenterIssue 3.0Section 7Using Softkeys For Programming . 4-7Section 8What the Softkey Display Prompts Mean . 4-7Section 9Programming . 4-8Contact Center Installation Manualiii

Issue3.0Contact CenterTHIS PAGE INTENTIONALLY LEFT BLANKivTable of Contents

1IntroductionSECTION 1WHAT IS CONTACT CENTER?Equitable Distribution of Calls Among AgentsContact Center uniformly distributes calls among member agentsof a programmed Contact Center Group. When a call rings into anContact Center Group, the system automatically routes the call tothe agent that has been idle the longest. Contact Center is muchmore sophisticated and comprehensive than Department Callingand other group services – it can accurately judge the work load ateach agent and distribute calls accordingly. Contact Centeroperation is further enhanced by: Contact Center Announcements (which play to incomingcallers) Contact Center Call Queuing Contact Center Overflow Agent Log In and Log Out Services Call Monitoring Enhanced DSS Operation Flexible Time Schedules Supervisory FunctionsContact Center Installation ManualIntroduction1.11-1

Issue 3.0Contact Center1.2Unique ConsiderationsSimplifying Multiline Operation with One-Touch KeysA Multiline user can access many features through Service Codes (e.g.,Service Code *0 answers a Message Waiting from a co-worker). Tostreamline the operation of their phone, a Multiline user can store these codesunder One-Touch Keys. This provides one-button operation for almost anyfeature. To find out more, read the One-Touch Calling and One-Touch SerialOperation features in your Features and Specifications Manual.Programmable KeysWhen reading an instruction using programmable keys, you will see a notationsimilar to (Program 15-07-01 or SC 751: 05). This means that the key requiresfunction code 05, and you can program this code through Program 15-07-01or by dialing Service Code 751. Service Code 752 is also used and requires apreviously programmed “751” key to be undefined before the system willaccept the 752 programming (if a key is programmed with a function using the751 code, undefine the key using 751 000). Refer to the ProgrammableFunction Keys feature in your Features and Specifications Manual if you needmore information.Using HandsfreeThe manual assumes each extension has Automatic Handsfree. This lets auser just press a line key or the SPEAKER key to answer or place a call. Forextensions without Automatic Handsfree, the user must: Lift the handset or press the SPEAKER key for Intercom dial tone Lift the handset or press the SPEAKER key, then press a line key fortrunk dial toneContact Center Agents and Non-Contact Center Ring GroupsIf an Contact Center agent is assigned to several different ring groups(Program 22-04-01), while they are logged into the Contact Center group, theywill only receive calls from the Contact Center ring group. Calls from other ringgroups will only ring the agent's extension while they are logged out.1-2Introduction

Setting Up Contact Center for the First Time2When setting up Contact Center for the first time, perform the followingprocedures in the sequence listed below.Arrange Extensions into Contact Center Groups.2.Set up Work Schedules and Work Periods.3.Assign Extension to Contact Center Groups for each Work Period.4.Arrange Trunks into incoming Ring Groups.5.Determine Trunk Work Schedules.6.Assign incoming Ring Groups to Contact Center Groups.ARRANGE EXTENSIONS INTO CONTACT CENTER GROUPSYour first step in setting up Contact Center is to find out how many ContactCenter Groups you need and which extensions should be in each group.Use the Contact Center Group Worksheet on page 2-3 and the SampleContact Center Group Worksheet on page 2-3 to arrange extensions intoContact Center Groups. Contact Center requires that the CD-CP00-US have the ContactCenter license. There are 960 Contact Center Agents, 64 Contact Center Groupsand 100 Trunk Groups.1.Select the Contact Center Group Number.The system allows up to 64 Contact Center Groups. You can have upto 960 Contact Center agents. You can put any agent in any group.In addition, an agent can be logged into only one group at a time, buta SIE key can be programmed for other groups. This allows, forexample, a Technical Service representation to answer CustomerService calls at lunch time when many of the Customer Service repsare unavailable.Contact Center Installation ManualSetting Up Contact Center for the First TimeSECTION 11.2-1

Issue 3.0Contact CenterIn the Contact Center Group Worksheet on page 2-3, in the Member Extensionscolumn, enter the member extensions for each Contact Center Group. If an extension is a member of more than one Contact Center Group, ensure thatextension is active in only one Contact Center Group during a particular WorkPeriod. Refer to Assign Extensions for Each Work Period on page 2-7.The Sample Contact Center Group Worksheet on page 2-3 shows extensions105, 107, 117 and 139 in Contact Center Group 1. Extensions 109, 111 and 115are shown in Contact Center Group 2.2.Choose an Contact Center Master Number.The Contact Center Master Number is the extension number for the ContactCenter Group. Calls transferred to an Contact Center Master Number enter thatContact Center Group and are routed to the group member extensionsaccordingly. Although the master number can be any valid extension number, itis recommended you choose a number that is not in close sequence with thosenumbers typical for that group of member extensions.In the Contact Center Group Worksheet on page 2-3, enter the Master Numberfor each of the Contact Center Groups. The sample worksheet below uses 3998for Contact Center Group 1 and 3999 for Contact Center Group 2.3.Enter an Contact Center Group Name.In the Contact Center Group Worksheet, enter a name for each group. Thesample worksheet below uses Tech Service for Contact Center Group 1 andCustomer Support for Contact Center Group 2.4.Set the Skip Time.When a call comes into an Contact Center Group, it rings each availableContact Center Agent for a preset time and then routes to the next agent. Thispreset time is called the Skip Time. The default Skip Time setting is 10 seconds.In Contact Center Group 1, for example, a call would ring the Contact CenterAgent at extension 105 before trying the next available extension. If 10 secondsis too long to keep callers waiting, shorten the interval. If you want callers to ringfor more than 10 seconds, lengthen the Skip Time interval. Your Skip Timesetting is the same for all Contact Center Groups.In the Contact Center Group Worksheet, enter the Skip Time interval. Thesample worksheet below uses 10 seconds for the Skip Time.2-2Setting Up Contact Center for the First Time

Contact CenterIssue 3.0Sample Contact Center Group WorksheetContact CenterGroup Number (164)(41-02-01)Contact CenterMasterNumber (11-17-01)Member Extensions(41-02-01)113998Tech Service105, 107, 117, 13923999Customer Support109, 111, 11510Skip Time Interval (41-14-10)1Contact CenterGroupNameIndicate if extension is a member of more than one Contact Center Group.Contact Center Group WorksheetContact CenterGroup Number (164)Contact CenterMasterNumber(41-02-01)(11-17-01)Contact Center Installation ManualContact CenterGroupNameMember Extensions(41-02-01)12-3

Issue 3.0Contact CenterContact Center Group Worksheet (Continued)Contact CenterGroup Number (164)Contact CenterMasterNumber(41-02-01)(11-17-01)Contact CenterGroupNameMember Extensions(41-02-01)1Skip Time Interval (41-14-10)1Indicate if extension is a member of more than one Contact Center Group.SECTION 2SET UP WORK SCHEDULES AND WORK PERIODSA Work Schedule allows you to divide a day into segments (called Work Periods) forscheduling the activity in your Contact Center Groups. You can set up as many as four Work Schedules, with up to eight Work Periodsin each Work Schedule. Each day of the week has one Work Schedule. Different days can share the same Work Schedule.For example, you can designate two Work Periods for the work week, Mondaythrough Friday. Work Period 1 can be from 8:00 AM to 5:00 PM, when your businessis open. Work Period 2 can be from 5:00 PM to 8:00 AM, when your business isclosed.Use the Contact Center Agent Work Schedule Worksheet (41-05-01) on page 2-6 toset up your Work Schedules and Work Periods. Refer to Sample Contact CenterAgent Work Schedule Worksheet (41-05-01) on page 2-6. 2-4To set up the work schedule for trunks, refer to Determine Trunk Work Schedules on page 2-12.Setting Up Contact Center for the First Time

Contact CenterIssue 3.01.Designate a worksheet for each WorkSchedule.Make additional copies of the ContactCenter Agent Work Schedule Worksheet(41-05-01) on page 2-6 so you will haveenough for all of your work schedules.In the upper right corner of eachworksheet, write the number of thecorresponding work schedule.2.Assign Days of the Week to each WorkSchedule.In the Day(s) of Week row of eachworksheet, indicate which days of the weekto use the Work Schedule. The sample worksheet is for Monday through Friday.3.Set the start and stop time of each work Period.Enter a start and stop time for each Work Period. Keep in mind that if you leaveholes in your Work Schedule, there will be periods during the day when noContact Center service is available. Try to accommodate the typical divisions oftime during the day. For example, the sample worksheet below shows five WorkPeriods corresponding to mornings (1), lunch (2), afternoons (3), evenings (4)and late night (5).Contact Center Installation Manual2-5

Issue 3.0Contact CenterSample Contact Center Agent Work Schedule Worksheet (41-05-01)Contact Center Work Schedule Number (1-4)1Day(s) of Week (41-07-01)Monday-FridayWork PeriodStart TimeEnd Time18:00 AMNoon2Noon1:00 PM31:00 PM5:00 PM45:00 PMMidnight5Midnight8:00 AMContact Center Agent Work Schedule Worksheet (41-05-01)Contact Center Work Schedule Number (1-4)Day(s) of Week (41-07-01)Work PeriodStart TimeEnd Time123456782-6Setting Up Contact Center for the First Time

Contact CenterIssue 3.0Contact Center Agent Work Schedule Worksheet (41-05-01)Contact Center Work Schedule Number (1-4)Day(s) of Week (41-07-01)Work PeriodStart TimeEnd Time12345678SECTION 3ASSIGN EXTENSIONS FOR EACH WORK PERIODIn this step you will assign Contact Center Groups and the member extensions, set upin Arrange Extensions into Contact Center Groups on page 2-1, for each daily WorkPeriod. Contact Center will use the Work Schedules and Work Period durations youhave already set up in Set Up Work Schedules and Work Periods on page 2-4. Yoursystem automatically implements the schedules and periods you have set up.Use the Contact Center Assignment Worksheet (41-02-01) on page 2-9 and theSample Contact Center Assignment Worksheet (41-02-01) on page 2-8 to assignContact Center Groups and the member extensions for each daily Work Period.1.Enter the extension number in an Contact Center Group.In the Extension column of the worksheet, enter the extension you entered inthe Contact Center Group Worksheet on page 2-3. Make additional copies ofthe Contact Center Assignment Worksheet as required. The sample worksheetbelow includes extensions 105, 107, 117, 139, 109, 111, and 115. To make iteasier to visualize the groups, the extensions are entered consecutively byContact Center Group.2.Enter an Contact Center Number for each extension number.Contact Center numbers are software assignments the system needs whenconfiguring Contact Center. There are 960 possible Contact Center numbers.Contact Center Installation Manual2-7

Issue 3.0Contact CenterWherever possible, try to make your Contact Center numbers in consecutiveorder.In the Contact Center Number column of the Contact Center AssignmentWorksheet (41-02-01) on page 2-9, enter the Contact Center number for eachextension number. In the sample below, the Contact Center numbers areconsecutive within each basic Contact Center Group.3.Assign Extensions to Contact Center Groups for each Work PeriodSet up the Contact Center groups by assigning extensions to Contact CenterGroups for each Work Period. For example, if you assign four extensions to thesame Contact Center Group for the same Work Period, the extensions functiontogether as an integrated Contact Center group. You have great flexibility inwhich extensions are in each group for different times of the day.Using the Contact Center Assignment Worksheet (41-02-01) on page 2-9, enterthe Contact Center Group number (1 64) for each extension for each availableWork Period WP1 WP8. Refer to Contact Center Agent Work ScheduleWorksheet (41-05-01) on page 2-6 to review Work Schedule setup.In the sample below, extension ports 105, 107 and 117 are in Contact CenterGroup 1 for WP1 (morning) and WP3 (afternoon). These extensions are not partof the group during lunch, evenings or late night. Extension 139 covers group 1calls during the evenings. Contact Center Group 1 is unavailable during lunch.Extensions 109, 111 and115 are in Contact Center Group 2 from 8:00 AM to5:00 PM. Extension 109 is part of Contact Center Group 1 in the evening, andextension 139 is part of Contact Center Group 2 during lunch.Sample Contact Center Assignment Worksheet (41-02-01)ContactCenter ExtensionNumber Number(1-960)2-8For each extension number, enter Contact Center Group for eachwork period (WP)(41-05-01)WP 1WP 2WP 311051121071131171141395109222611122271152222WP 4WP 5WP 6WP 7WP 811Setting Up Contact Center for the First Time

Contact CenterIssue 3.0Contact Center Assignment Worksheet (41-02-01)ContactCenter ExtensionNumber Number(1-960)Contact Center Installation ManualFor each extension number, enter Contact Center Group for eachwork period (WP)(41-05-01)WP 1WP 2WP 3WP 4WP 5WP 6WP 7WP 82-9

Issue 3.0SECTION 4Contact CenterARRANGE TRUNKS INTO INCOMING RING GROUPSContact Center can be set to automatically answer incoming calls.Incoming trunk calls can automatically route to specific Contact Center Group (400trunks ports and 100 Ring groups are available). These types of calls ring directly intothe Contact Center Group without being transferred by a co-worker or the AutomatedAttendant. Calls can route directly to Contact Center: Assign the trunk to an Incoming Trunk Ring Group (in this section). Set up the trunk work schedules (Refer to Determine Trunk Work Schedules onpage 2-12.) Assign Incoming Ring Groups to Contact Center Groups (Refer to AssignIncoming Trunk Ring Groups to Contact Center Groups on page 2-14.) DISA, DID and tie trunks can ring an Contact Center master number directly.Use the Contact Center Incoming Trunk Ring Group Worksheet (22-05-01) on page2-11 and the sample below when completing this step.1.Determine which trunks you want answered by Contact Center Groups.In the Trunk Port column of the worksheet, enter the number of each trunk youwant Contact Center to automatically answer. In the example below, trunks 1and 2 will be automatically answered by Contact Center.2.Assign the trunk ports to Incoming Ring Groups.In the Incoming Ring Group columns, enter the Incoming Trunk Ring Group foreach trunk port, for each Night Service mode. Trunks that have the same basicfunction and that will be assigned the same priority in Assign Incoming TrunkRing Groups to Contact Center Groups on page 2-14 should be in the sameincoming Ring Group.For example, if you have trunks 1 4 that will be primarily answered by the sameContact Center Group, put trunks 1 4 in the same incoming group. You can mix assignments if the trunks have different functions during the differentNight Service modes.) In the example below, trunk 1 is in incoming group 2, whiletrunk 2 is in incoming group 3.Assign Incoming Trunk Ring Groups to Contact Center Groups on page 2-14 sets theIncoming Trunk Ring Group priority. Priority groups always have precedence overnormal groups.For example, if a call from a priority group rings in when while a normal group call isalready ringing, Contact Center services the priority call first. Contact Centerservices multiple priority calls on a first-come, first-served basis. Keep this in mindwhen assigning the trunk ports to incoming Ring Groups.2 - 10Setting Up Contact Center for the First Time

Contact CenterIssue 3.0Sample Contact Center Incoming Trunk Ring Group Worksheet (22-05-01)TrunkNumberIncoming Ring GroupDayNightRestMidnight1222223333Day 2Night 2Rest 2Midnight 2Contact Center Incoming Trunk Ring Group Worksheet (22-05-01)TrunkNumberIncoming Ring GroupDayNightContact Center Installation ManualRestMidnightDay 2Night 2Rest 2Midnight 22 - 11

Issue 3.0SECTION 5Contact CenterDETERMINE TRUNK WORK SCHEDULESTrunk Work Schedules are similar to normal Contact Center Work Schedules exceptthat they apply only to trunks assigned to Contact Center groups. Refer to AssignIncoming Trunk Ring Groups to Contact Center Groups on page 2-14. The TrunkWork Schedule allows you to divide a day into segments (called Work Periods) todetermine when trunks route to Contact Center Groups. You can set as many as fourWork Schedules, with up to eight Work Periods in each Work Schedule. Each day ofthe week has one Trunk Work Schedule, but different days can share the sameschedule.For example, Monday-Friday can have the same daily schedule where Work Period 1lasts from 8:00 AM to 5:00 PM. Saturday can have a Work Period 1 lasting from 8:00AM to 1:00 PM. Use the Trunk Work Schedule Worksheet (41-06-01) on page 2-13and the sample below to set up Trunk Work Schedules.1.Designate a worksheet for each Trunk Work Schedule.Make additional copies of the Trunk Work Schedule Worksheet (41-06-01) onpage 2-13 so you will have one worksheet for each Work Schedule.In the upper right corner of each worksheet, write the number of thecorresponding Trunk Work Schedule (1 8). The sample worksheet below is forTrunk Work Schedule 1.2.Assign Days of the week to each Work Schedule.The day of the week assignment for each Trunk Work Schedule mustcorrespond to the weekday assignments made in Set Up Work Schedules andWork Periods on page 2-4. For example, if Work Schedule 1 is set for Mondaythrough Friday in Set Up Work Schedules and Work Periods on page 2-4, thatassignment must be reflected in the Trunk Work Schedule.3.Set the start and stop time of each work period.Enter a start and stop time for each Work Period. Keep in mind that if you leaveholes in your Work Schedule there will be periods during the day when the trunkdoes not ring the Contact Center Group. Also, try to accommodate the typicaldivisions of time periods during the day. For example, the sample worksheetbelow shows two Work Periods corresponding to day (1) and night (2).2 - 12Setting Up Contact Center for the First Time

Contact CenterIssue 3.0Sample Trunk Work Schedule Worksheet (41-06-01)Trunk Work Schedule Number (1-4)1Day(s) of Week (41-07-01)Monday-FridayWork PeriodStart TimeEnd Time18:00 AM5:00 PM25:00 PM8:00 AMTrunk Work Schedule Worksheet (41-06-01)Trunk Work Schedule Number (1-4)Day(s) of Week (41-07-01)Work PeriodStart TimeEnd Time12345678Trunk Work Schedule Worksheet (41-06-01)Trunk Work Schedule Number (1-4)Day(s) of Week (41-07-01)Work PeriodStart TimeEnd Time12345678Contact Center Installation Manual2 - 13

Issue 3.0SECTION 6Contact CenterASSIGN INCOMING TRUNK RING GROUPS TO CONTACT CENTERGROUPSThis section explains how to customize Trunk Ring Contact Center Groups for eachWork Period. You will assign Incoming Trunk Ring Groups to Contact Center Groupsfor each daily Work Period. If a trunk within the incoming group is assigned to anContact Center Group, incoming calls on that trunk directly ring the first availableContact Center agent. The system always knows the day of the week, so ContactCenter can implement the schedules and periods you program automatically. Use theContact Center Incoming Trunk Ring Group Assignment Worksheet (41-03-xx) onpage 2-18 and the sample below when completing this step. There are 100 Ring Groups, eight Work Periods and 64 Contact Center Groups.You can assign whether the night announcement is used for the ring group. The nightannouncement function is not available for Contact Center pilot number calls.Set the Incoming Trunk Ring Group priority. Priority groups always have precedenceover normal groups. For example, if a call from a priority group rings in when while anormal group call is already ringing, Contact Center services the priority call first.Contact Center services multiple priority calls on a first-come, first-served basis.1.Select the Incoming Trunk Ring Group you want to program.In the Incoming Trunk Ring Group field at the top of the worksheet, enter thenumber of the incoming group you are programming. To see which trunks youassigned to the ring group, refer to Determine Trunk Work Schedules on page2-12. The sample worksheets on the next page are for Incoming Ring Groups 2and 3.2.Enter the Incoming Trunk Ring Group for each Work Period.In the Contact Center column for each Work Period, enter the number of theContact Center group (1 64) that will answer the Incoming Ring Group calls.Only one Contact Center Group can answer an Incoming Ring Group callsduring any single Work Period. In the sample worksheet on the next page forRing Group 2, for example, Incoming Trunk Ring Group 1 rings into ContactCenter Group 1 during Work Periods 1 and 3. It rings into Contact Center Group2 during Work Period 2.3.Set whether or not the Incoming Trunk Ring Group entered in the previous stepshould play the Night Announcement.Select whether the Incoming Trunk Ring Group should have the NightAnnouncement enabled. Night Announcement used is selected from either anACI port or the VRS.4.Set the priority of the Incoming Trunk Ring Group being defined.Set the Incoming Trunk Ring Group for Priority or Normal operation. PriorityRing Groups have precedence over Normal Ring Groups. For example, if a2 - 14Setting Up Contact Center for the First Time

Contact CenterIssue 3.0normal trunk is already ringing an Contact Center group when a priority trunkrings in, the new call starts ringing and the normal trunk waits in queue behind it.Two priority trunks ringing at the same time will ring the Contact Center Groupon a first-come, first-served basis.Contact Center Installation Manual2 - 15

Issue 3.0Contact CenterSample Contact Center Incoming Trunk Ring Group Assignment Worksheet (41-03-xx)2Incoming Trunk Ring Group (22-05-01)For each work period (WP 1-8) enter:Contact CenterContact Center Group that should answer the Incoming Ring Group trunks(Contact Center Groups: 1-64) (41-03-01)NNight Announcements (0 Disable, 1 Enable)(41-03-02)PTrunk priority (0 Normal, 1 9 NNPWP8PContactCenterNPWork periods use the same Work Schedules as Contact Center Agents. See Contact Center Agent WorkSchedule Worksheet (41-05-01) on page 2-6.Sample Contact Center Incoming Trunk Ring Group Assignment Worksheet (41-03-xx)3Incoming Trunk Ring Group (22-05-01)For each work period (WP 1-8) enter:Contact CenterContact Center Group that should answer the Incoming Ring Group trunks(Contact Center Groups: 1-64) (41-03-01)NNight Announcements (0 Disable, 1 Enable)(41-03-02)PTrunk priority (0 Normal, 1 9 actCenterNPContactCenterNP211110200WP52 - 16WP6WP7ContactCenterNPWP8Setting Up Contact Center for the First Time

Contact CenterContactCenterNIssue ork periods use the same Work Schedules as Contact Center Agents. See Contact Center Agent WorkSchedule Worksheet (41-05-01) on page 2-6.Contact Center Installation Manual2 - 17

Issue 3.0Contact CenterContact Center Incoming Trunk Ring Group Assignment Worksheet (41-03-xx)Incoming Trunk Ring Group (22-05-01)For each work period (WP 1-8) enter:Contact CenterContact Center Group that should answer the Incoming Ring Group trunks(Contact Center Groups: 1-64) (41-03-01)NNight Announcements (0 Disable, 1 Enable)(41-03-02)PTrunk priority (0 Normal, 1 9 ntactCenterNPWork periods use the same Work Schedules as Contact Center Agents. See Contact Center Agent WorkSchedule Worksheet (41-05-01)

In the Contact Center Group Worksheet on page 2-3, enter the Master Number for each of the Contact Center Groups. The sample worksheet below uses 3998 for Contact Center Group 1 and 3999 for Contact Center Group 2. 3. Enter an Contact Center Group Name. In the Contact Center Group Worksheet, enter a name for each group. The

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